The Broadway Cafe is experiencing some unusual issues. You have implemented four new espresso machines and it is taking employees time to get used to using the new machines. You also have four new employees who are getting used to the many different cafe machines. During peak hours the orders for frappachunios and cappuccinos are increasing, causing long wait times and lines for customers. You can tell that customers are frustrated and you want to address their concerns as you get your workforce up-to-speed on the new equipment.

• What is your view on using YouTube as a vehicle to communicate with your customers about the unusual wait times? What do you see as the pros and cons of using YouTube as a customer communication vehicle?
• Are there any other new technologies you could use as a customer communication vehicle that would be more effective than YouTube?