Q7 · Discuss the Case Study of Airtel by explaining: (i) Background of the case study (ii) PR strategy (iii) Outcome

Answer

1. Background and communication problem

2. Strategy and application of concepts

1. Background: Network quality is a central concern for telecom customers. A credible response requires both service improvement and understandable information.
2. PR approach: Sharing relevant network information can respond to customer uncertainty and enable questions. The purpose is relationship management around service, not merely a brand slogan.
3. Audience and channels: Customers need practical coverage information; journalists need a factual explanation; staff need consistent answers; relevant authorities have a distinct oversight role.
4. Supporting action: A transparency tool must use accurate information and be accompanied by the promised operational work. A map alone does not improve service.
5. Evaluation: Assess whether information is accessible, understood and useful, alongside independently appropriate service-quality measures.
6. Application: The case illustrates how communication and customer experience need alignment. Use it to explain credibility, digital channels and two-way engagement.

3. Outcome and what the evidence permits

The initiative and its information-sharing purpose are documented. A causal improvement in reputation or a specific sales increase is not established by the reviewed release.

4. Critical comments

1. The older paper says only “Case Study of Airtel” and does not identify a campaign. Open Network is a documented example, not a claim that it is definitely the same classroom case.
2. Do not treat a company announcement as independent proof that every location achieved the intended service quality.
3. Keep programme objectives separate from verified measured results.

5. Conclusion

The case is useful because it connects a defined audience need with a recognisable message and supporting action. A strong exam answer explains those connections and separates observed facts from assumptions about impact.

Swipe across the diagram to read its labels ↔

Diagram: A complete case answer. Labels: A complete case answer | A complete case answer | 1. Facts | Name the event/campaign and verified context. | 2. Concept | Select the theory or planning principle that fits. | 3. Application | Point to the exact feature that illustrates it. | 4. Critical comment | Explain limits, alternatives and evidence needed.