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A REAL-WORLD PR CRISIS

An Interesting Look at How Quickly an Incident Can Take


on Life of Its Own

Crisis Case Study:


Steak and Shake Refuses Service to Deaf Mom
January 23rd, 2008

Lecturer:
Achmad Hidayat Sutawidjaya, M.Com, M. Phil, DBA

Created by:
1. IstiarinaPutri 1081001156
2. RadenNurmaya F. 1081001029
3. RiskaKusuma W. 1081001167

MARCH 2011
March 28, 2011 [A REAL-WORLD PR CRISIS]

CHAPTER I
INTRODUCTION

A. Background
On January 23rd, 2008, Karen Putz, a hearing-impaired mother of three hearing-
impaired children, decided to visit the local Steak and Shake drive-thru for a milkshake
for herself and her 10 years old son. Since she is unable to use the intercom system, she
drove to the payment window to both order and pay. Unbelievably poor customer service
then ensued. The end result was that Karen, in front of her 10 years old son, was denied
the opportunity to purchase the milkshakes and was then threatened with police action if
she didn‟t leave the drive thru immediately.
In the world of public relations, this event would have gone un-noticed except for
Karen‟s close friends and family. In fact, incidents like this happen every day and for the
most part, do go un-noticed by the world at large. But this is the 21st century, and Karen
has a blog, in which „A Deaf Mom Shares Her World‟ (http://putzworld.blogspot.com).
So that afternoon, she didn‟t just call her friends and family to complain about the poor
service – she wrote a post on her blog.
The next day, she itemized over 80 blogs that had picked up her story. The story was
also picked up that night by ABC News and Fox News. Today, approximately three years
after it happened there are almost 3,000 hits on Google when typing in the search words,
“Steak and Shake” and “Deaf Mom”.
More than that, this story appears in position #9 on the front page of Google when
searching on terms “Steak and Shake”. Currently, the Steak and Shake site itself holds
position #1 and #2, but if this continues – how long will that last?
And how is Steak and Shake handling this PR Crisis?
From a traditional sense, they appear to be doing well:
1. They responded almost immediately to Karen‟s complaint and agreed to set up a
meeting to hear her concerns.
2. They published an apology:
“Steak and Shake regrets the misunderstanding between Ms. Putz and one of our
associates. Ms. Putz has been a long-time loyal customer that we greatly value. This

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incident has made us aware that we must continue to keep our associates focused on
customer needs and satisfaction.”
3. They followed through and met with Karen to discuss the incident and how they can
take action to better serve individuals with disabilities in the future.

B. Key Problem: But Is that Enough?


While Karen has continued to update her blog with the progress of her complaint,
including the follow-up actions that Steak and Shake has done, most blogs only reference
the initial incident. Without connective PR action, will the “Steak and Shake incident”
develop a legendary status that continues to live on in the blogsphere long after Steak and
Shake has revamped its communication equipment and its ADA policies?
What do you think?
1. Should Steak and Shake attempt to post comments on the blogs that are writing about
the story?
2. Or are they better off ignoring bloggers and focusing on traditional methods of
reparation?
3. Or is there a third alternative they could try?

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CHAPTER II
ANALYSIS

Public Relations (PR) is the managing of internal and external communication of an


organization to create and maintain a positive image. Public relations may involve
popularizing successes, downplaying failures, announcing changes, and many other activities;
but ethical PR practitioners can also convince companies to work more closely with its
various publics and form win-win relationships.
A lot of fear around social media is a storm in a teacup. In a world where the worst PR
Disaster would be our company causing an environmental catastrophe such as Exxon oil spill,
and our greatest personal nightmare is watching on TV as that idiot Director or M.P. that we
represent sprinting down the street with Today Tonight, A Current Affair and 60 Minutes
film crew in hot pursuit, a whine here on a blog or a whine there on a forum is simply part of
the changing landscape of public communications.
But the new is good. Bazaarvoice released a report on April 2010 that showed that
assessed 34,000 customer reviews; over ten retail categories and found that 4/5ths of product
reviews left on brand websites were positive. They found that:
1. Ratings and reviews drive conversion
2. reduce returns
3. and encourage customer loyalty and trust
However, the positives of social media are never as much fun as the doom and gloom
negatives. And at the end of the day, that‟s where we come into our own as PR junkies. PR
shines in crisis management mode.
In January 2008, in Chicago, Karen and her kids went through an American drive thru
service at the tantalizing named Steak and Shake. They wanted milkshakes. As Karen is
profoundly deaf, she drove pass the speakerphone and went directly to the collection window
to place her order, presumably where she could read lips.
Unfortunately, the young pimply faced fast food order taker told her off and refused to
allow her to use the collection window to place an order. This directly contravenes The
Americans with Disabilities Act (ADA).
Instead of hitting the defensive line by forgetting the case, Karen posted the whole
experience in her blog and received mixed reviews and general uproar the day after. The

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case even got coverage by two influential TV Stations, ABC News and Fox News. Regarding
this fact, we can see one very important point here: at least one of the rules of media
engagement has been irrevocably broken. And it has to do with naming and shaming,
publicly humiliating entry level staff for silly mistakes. Traditional media rarely names the
perpetrator of poor customer service yet we‟ve seen social networks not only give the full
name and address of junior staff but also the home telephone number of his boss and his
bosses‟ boss. It‟s clear that now social media complaints can infiltrate the very fabric of our
organization. Everyone IS connected to everyone else. If we are responsible for internal
communications let‟s start to look at social media policies and training and protection for our
staff at all levels.
Incidentally there are anti-Public Relations communities that track negative publicity.
These sites are an interesting study in themselves. Some of the big business sites talked about
Karen‟s case for a year. This stuff does impact the bottom line; a stat from Google Finance
tells us how it‟s a worst time for Steak and Shake to sell its stocks. It‟s important for Steak
and Shake to handle this crisis by implementing its PR well, both in traditional and modern
sense.

A. Traditional Approach of Public Relations


After Steak 'N Shake manager refused to serve Karen Putz, a deaf mother of three,
after she asked to place her order at the drive-thru window as allowed by the Americans
with Disabilities Act. She wrote that chronologic in her blogs and got many pro and cons
responds from the other blogger. Even the day after the incident, ABC news concerned
about this matter.
Nowadays, that‟s all aren‟t enough to clean up the negative image of Steak „N Shake.
Public wouldn‟t trusted Stake „N Shake as same as before. Therefore, P.R has to assure
the public that this incident wouldn‟t happen again and there are several steps to do it.
First, Steak „N Shake should find out the easier way for a growing customer base (people
with disability, parent with stroller, and senior market) to feel the equal quality service
like normal people. Steak „N Shake is suggested using Order assist a big bell solution
which is enabling drive-thru and restaurant access for deaf and hard of hearing and it‟s
completed with ADA-complaint system.
After Steak „N Shake has applied the new procedure for growing customer, Steak „N
Shake should announce this new to the public. So that, customer will know that Steak „N

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Shake try to make better service for customer and concern about the rights of customer.
The last and forever, P.R. should gradually checked and respond for the critic and
suggestion from customer for better quality of service from Steak „N Shake. So, the crisis
wouldn‟t pass to chronic stage but directly pass recovery stage.

B. Modern Approach of Public Relations

The Role of Modern PR in Crisis Management

The world of public relations has sure changed in the last 15 years. For those old
stodgy public relation firms which could not compete or adapt to the new Internet age, well,
they are no longer with us. Everyone knows you get more money doing online marketing,
public relations, publicity, and advertising.

In today's world it's all about the social networking your information to go viral, and
having online users adopt your brand name as part of their personality. In many regards it is
the same basic strategy, but in online, everything happens much faster. This is not to say that
old media is dead, after all, people still watch as much TV as they do spending time online.
And the baby boomers are still reading newspapers, and will probably expect to do so until
the day they die. No, not all the baby boomers are, many are going to tablets, E-book readers
and getting much of their information online, but they still read the newspaper.

Therefore, the capabilities of a modern-day public relations agency are quite different
than they once were, much is about crisis management when things are going viral and
moving at lightning speed across the Internet. There is a right way to shape the conversation,
and a way to get the company or corporation, politician, or nonprofit group into more hot
water. It's amazing that one blogger can take an event, and make a non-issue into a big deal.
Then the mass media grabs it and puts it all over the TV. Within hours it is the sensation of
the day on every station, and every syndicated news compiler website.

In fact, many public relations agencies have people who work 24/7 online scouring
the Internet for any mention of the brand names they are associated with, or have contracts
with corporations for. If someone is talking negative about a certain brand name then an
individual gets online and posts something positive or works to defuse the situation so it

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doesn't run out of control and go viral by the next morning. Also issuing an immediate
statement in defense is often required.

Unfortunately, just as many bloggers are not quite as ethical as you might think, and
many people posting online are cloaking their identities, so too are many public relation
agency employees trying to mold the situation in their favor for their brand name, or to
promote their specific agenda. In conclusion, the capabilities of a modern-day public relations
agency are so much different than they were 15 years ago.

Online PR

According to Ben Locker and Associates; an online copy writing agency, wise
companies want modern public relations, and only a very few agencies are able to offer a
full-service package that includes effective online strategy – indeed, a significant number are
themselves almost impossible to find in search engines, which is the greatest warning sign of
all. Even so, full-service PR agencies are becoming increasingly irrelevant as they lose their
status as the gatekeepers to effective publicity and promotion – greater democracy online
means that many companies can safely bring elements of their PR work in-house, and mix-
and-match complementary services from outside providers.

Online PR is the process of generating content about your business i.e. online news
stories, blog entries, and comments on social networks such as Facebook and Twitter. It is
similar to traditional PR only the forms of communication are different, information will
appear in offline media such as newspapers, magazines, TV and radio. It could be said that
online media is easier to manage and monitor in terms of ROI, numbers of visitors can be
traced, and pay per click offers valuable figures and with quality analysis of conversations
products and services can be developed better along with the ability to target audiences more
efficiently.

Organizations such as Radian6; a platform that listens and engages with online
communities and Industry Today; an online press release, distribution, publication,
optimization service are available to offer expertise and aid companies to target their
audience more effectively and can offer a range figures and information from analysis.

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Facebook has over 500 million users, 50% of whom log in on a daily basis, users
interact with around 900 million objects such as pages and groups, two thirds of comScores
US top 100 websites and half of its global top 100 sites have integrated with Facebook and
interestingly people spend over 700 billion minutes per month on this site (Admin, 2010).
According to statistics found on the Internet World Stats site nearly 2 billion out of our
estimated population of just below 7 billion have access to the internet, back in 2000 there
were an estimated 370 million users an increase of 448%, imagine how these figures maybe
in 10 years and what this means for public relations, becoming digital is inevitable.

PR 2.0

Quite clearly PR 2.0 is very powerful, social media is an additional tool that requires
patience diplomacy, forward thinking and crisis management. It is easy to be carried away
with phenomenal figures but with the internet being the best form of virus around it is
important to be able to deal with the consequences of actions. Much depends upon on which
side of the fence you‟re on as each argument presents us with fabulous pros and dangerous
cons.

The CIPR define what PR is:

“A Public relations is about reputation – the result of what you do, what you say and what
others say about you.”

Public relations is the discipline which looks after reputation, with the aim of earning
understanding and support and influencing opinion and behavior. It is the planned and
sustained effort to establish and maintain goodwill and mutual understanding between an
organization and its publics.‟

PR 1.0 is not dying and it is the core frame of Public Relations, today everything is
still based on these items only we have alternate or extra ways to communicate, it is
important that PRO‟s are knowledgeable and have essential experience of modern PR but it
doesn‟t survive without going back to basics in order to understand how it works, combined
PR will be more powerful than it was yesterday and I firmly believe that traditional agencies
incorporating online activities will increase especially as younger people join the industry
having grown up surrounded by gadgets such as the iPad, social networking sites and more.

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Perhaps those in favor of modern public relations who own a business specializing in online
activities will suffer in the long run as they put all their eggs in one basket, better to tread
carefully.

Crisis Management Plan Using PR 2.0

Crisis management is a task corporate managers should prepare for as a part of public
relations planning. A prepared crisis management strategy can help a business avoid damage
caused by a crisis. The Internet is an efficient tool to incorporate into a crisis communication
plan.

Significance

o A business crisis hinders a company by damaging the company's reputation.


For instance, a restaurant might lose business if the media reports a story about
how several individuals who ate at that restaurant became ill. Developing an
effective crisis management plan will give your company an advantage in the
media during a time of crisis, minimizing potential damage to the company.

Preparation

o In regards to the Internet, corporate crisis communication involves preparing a


crisis webpage or website. A crisis webpage or website should be prepared
before a crisis, based on what crises occur more commonly in your given
industry. An online newsroom and an email link for additional help are tools
that should be incorporated.

Benefits

o Using the Internet for crisis management proves efficient and allows the
company to control the message being sent. The efficiency of the Internet in
crisis communication stems from the convenience factor that allows
individuals to obtain information when they want to. Online newsrooms give
the unique opportunity to report a story from the company's perspective, rather
than what the media reports.

Considerations

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o For handling crisis communication internally, a company's Intranet can be


beneficial. An Intranet works similarly to the Internet but with a limited
network, allowing internal discussions on the crisis.

C. Possible Third Alternative Solution


Beside all solutions proposed by Steak and Shake, there is another solution which is
offered by the victim itself; Karen Putz. She gave them the opportunity to make their
restaurants accessible through http://www.inclusionsolutions.com. If Steak „n Shake takes us
up on that, this would easily generate some great publicity for them. In other words,
Company like Steak and Shake which suffered in crisis because of lack of customer
understanding can take advantage by making their restaurants/ company accessible through
some websites like Inclusion Solutions.
By joining this kind of websites, the company is about building bridges. Since this
website believe that discrimination against and exclusion of people with disabilities is unacceptable in
American society, of course the company will get the sympathy both from the victim and society.
Moreover, the company can prevent another crisis caused by the same root of problem by joining this
website. The company will be well-known of their friendliness to the disabled customers. In the end,
the company can help to produce common-sense solutions that balance a respect for the dignity of the
consumers with the financial concerns of business people on matters of inclusion.

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CHAPTER III
CONCLUSION

Public Relations (PR) is the managing of internal and external communication of an


organization to create and maintain a positive image. Public relations may involve
popularizing successes, downplaying failures, announcing changes, and many other activities;
but ethical PR practitioners can also convince companies to work more closely with its
various publics and form win-win relationships.

In today's world it's all about the social networking your information to go viral, and
having online users adopt your brand name as part of their personality. In many regards it is
the same basic strategy, but in online, everything happens much faster. This is not to say that
old media is dead, after all, people still watch as much TV as they do spending time online.
And the baby boomers are still reading newspapers, and will probably expect to do so until
the day they die. No, not all the baby boomers are, many are going to tablets, E-book readers
and getting much of their information online, but they still read the newspaper.

Therefore, the capabilities of a modern-day public relations agency are quite different
than they once were, much is about crisis management when things are going viral and
moving at lightning speed across the Internet. There is a right way to shape the conversation,
and a way to get the company or corporation, politician, or nonprofit group into more hot
water. It's amazing that one blogger can take an event, and make a non-issue into a big deal.
Then the mass media grabs it and puts it all over the TV. Within hours it is the sensation of
the day on every station, and every syndicated news compiler website.

After Steak 'N Shake manager refused to serve Karen Putz, a deaf mother of three,
after she asked to place her order at the drive-thru window as allowed by the Americans with
Disabilities Act. She wrote that chronologic in her blogs and got many pro and cons responds
from the other blogger. Even the day after the incident, ABC news concerned about this
matter. There are some solutions for this crisis:

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1. P.R. should gradually checked and respond for the critic and suggestion from
customer for better quality of service from Steak „N Shake. So, the crisis wouldn‟t
pass to chronic stage but directly pass recovery stage.
2. In regards to the Internet, corporate crisis communication involves preparing a crisis
webpage or website. A crisis webpage or website should be prepared before a crisis,
based on what crises occur more commonly in your given industry. An online
newsroom and an email link for additional help are tools that should be incorporated.
3. Join the opportunity to make their restaurants accessible through
http://www.inclusionsolutions.com.

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REFERENCES

Advertising Age. (2010), “The Digital Sweet Spot: Social Media and Public Relations”, The
PR Factor 2010, November 29th, 2010, pp. 54-56.

Freberg, Karen. (2010), “The Power of Social Media and PR: Key is knowing the-must-go
sources for latest trends, application of strategies, and issues”,
http://karenfreberg.com/blog/?p=2204, diakses tanggal 27 Maret 2011.

Fuller, Liz. (2008), “Crisis Case Study: Steak and Shake Refuses Service to Deaf
Mom”,http://everyjoe.com/work/crisis-case-study-steak-and-shake-refuses-service-to-
deaf-
mom/?utm_source=everyjoe&utm_medium=web&utm_campaign=b5hubs_migration,
diakses tanggal 27 Maret 2011.

Fuller, Liz. (2008), “Interview with Karen Putz: Deaf Mom Denied Service at Steak and
Shake”, http://everyjoe.com/work/interview-with-karen-putz-deaf-mom-denied-service-
at-steak-and-
shake/?utm_source=everyjoe&utm_medium=web&utm_campaign=b5hubs_migration,
diakses tanggal 27 Maret 2011.

Inclusion Solutions, Inc. (2011), “Inclusions = Solutions: Access Solutions for Every
Marketplace”, http://www.inclusionsolutions.com/, diakses tanggal 27 Maret 2011.

Kisor, Henry. (2006), “Making a Fuss”, http://henrykisor.com/blog/2008/01/28/making-a-


fuss/, diakses tanggal 27 Maret 2011.

Putz, Karen. (2008), “Steak and Shake--Looks Like This Touched A Nerve”,
http://putzworld.blogspot.com/2008/01/steak-and-shake-looks-like-this-touched.html,
diakses tanggal 27 Maret 2011.

Putz, Karen. (2008), “Steak and Shake denies Service”,


http://putzworld.blogspot.com/2008/01/steak-and-shake-denies-service.html, diakses
tanggal 27 Maret 2011.

Scott, David M. (2007), The New Rules of Marketing and PR,John Wiley and Sons, Inc.,
New Jersey.

Skepys, Brian. (2010). Steven Slater: and Why traditional PR crisis won’t cut it . Available:
http://socialmediainfluence.com/2010/08/12/jet-blue-steven-slater-and-why-traditional-pr-
crisis-management-wont-cut-it/. Last accessed September 2010.

Gardner, David. (2010). World discovers a new hero. Available:


http://www.dailymail.co.uk/news/worldnews/article-1301798/JetBlue-flight-attendant-
Steven-Slater-quits-job-style-luggage-row-passenger.html. Last accessed September 2010.

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APPENDIX

A. Karen Putz’s Original Blog Post: Steak and Shake Denies Service
After picking my youngest son up from school, we decided to grab some shakes at the
local Steak and Shake before heading over to the middle school to pick up Lauren.
I went through the empty drive through and drove past the speaker. After waiting a
few minutes at the window, I finally honked the horn and waited some more. After a
second honk a few minutes later, a young man appeared.
"Hi! I didn't order back there as I can't hear," I said, pointing to my ear. "I'd like two
small shakes, one vanilla and one chocolate."
"You'll have to drive around again so I can take your order through the speaker," the
guy said.
"I can't hear back there, so I'll need you to take my order here," I explained.
"No, it's our policy. You'll have to just drive around and tell me your order and then I
can take your order."
"I can't use the speaker, which is why I'm at the window giving you my order here!" I
started raising my voice a little, as I was getting frustrated at the hoops he was putting me
through.
So I told him about the Americans with Disabilities Act and I explained that taking
orders through the window is an accommodation that I need because I can't use the
speaker to place an order.
He kept insisting that orders need to be taken at the speaker. "If you had just let me
know at the speaker that you needed accommodations then I could take your order
through the window."
"But I'm DEAF! I can't hear on the speaker! When I drove up, the first thing that I
told you was that I couldn't order back there because I can't hear through the speaker."
"No, you didn't tell me that," he said. "If you had told me about your disability then I
could have accommodated you."
I sat there flabbergasted. I was getting more upset by the minute. All I wanted was the
dang shakes! Then another car pulled up behind us.

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"Look, if you're not going to take my order, I'm going to file a complaint and let the
corporate office know about this."
"Well, I can call the cops on you for disrupting the business and holding up the drive
thru."
"You're going to call the cops on me? I'm just trying to get service here!"
"I'm done with you." He abruptly shut the window, threw up his hands and walked
away.
Good gosh, did that guy have any idea what he just did? Denying me and my son
service simply because we couldn't use the speaker for an order?
I wasn't finished with him. Oh no. I beckoned him to open the window again. He
looked at me with an air of superiority and opened it.
"I'll need to take down your name and your supervisor's name." I was surprised that
he willingly gave that information. He took his name tag off and held it up for me to see.
Then I realized something--he wasn't taking me seriously. He figured I was just playing
with him.
So I lifted up my hair and showed him my hearing aids. The look on his faced
changed a bit. I guess it started to sink in that even though I speak well, I wasn't kidding
about being deaf. You would think at that point, he would graciously return to "serve the
customer" mode and take my order.
He still didn't. I explained to him that I was going to call the corporate office and let
them know that I was being refused service. "Go ahead, call them," he said. "You will
need to leave, you are holding up the line."
And he closed the window again.
Steak and Shake, you'll be hearing from me.

B. List of Blogs that Reported the Case


Exactly a day after Karen Putz posted her complaint on her blog (the original post has
been featured on the previous section), these blogs picked up her story and consequently,
told the world that now consumers have much more opportunity to take the message into
their own hands with minimal cost and maximum effect.
1. Diversity, Inc.: Second Class Citizen
2. Emoms At Home: Standing up for a Friend and Fellow Blogger
3. The Consumerist: Steak 'n Shake Manager Denies Service

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4. Henry Kisor: Making a Fuss


5. Laurel Papworth, Social Networks: Australia Event: Social Networks and P.R.
6. The Strategy Guy: Being Stupid
7. Joliet Herald News: Local Activist Sends Loud, Clear Message
8. Joliet Herald News: Steak 'n Shake Part Two
9. Business and Blogging: Crisis Case Study
10. Google Finance: The Steak 'n Shake Company
11. Slacker Manager: Steak 'n Shake, How Can Management Overcome This?
12. Deaf Pagan Crossroads: Why Can't I Get My Milkshake?
13. Just Thinkin': Turned Away at the Drive Thru for Being Deaf
14. Do It Myself Blog: Steak 'n Shake Questions Answered
15. Megite Business News: Steak 'n Shake Manager Denies Service to Deaf Mother
16. Emoms at Home: Sometimes Its Just About Mommies
17. The Hearing Exchange: Deaf Mom Shakes Up Steak 'n Shake
18. The Daily Herald: Woman Cites Hearing Problem in Dispute with Steak 'n Shake
19. WTMJ 620, Wagner on the Web: Maybe They Can Hear Her Now?
20. Bad American: Customer Service Horror Stories
21. So Good: Steak 'n Shake Manager Under Fire
22. Carpe Factum: Diversity or Adversity
23. Jim's Blog: Steak 'n Shake Denies Service
24. Spin Thicket: PR Nightmares
25. Kirkogitation: Controversial Milkshakes
26. My Wooden Spoon: Boycott Steak and Shake
27. A Cowboy's Wife: Boycott Steak and Shake
28. The Marketing Eggspert: What Steak and Shake Will Do For Its Customers
29. Growing Up With a Disability: Why We Need the ADA
30. Growing Up With a Disability: Steak 'n Shake Apology
31. Do It Myself Blog: Deaf Mom Denied Service
32. Is That Even Legal: Falling On Deaf Ears
33. Accessible Everything: Inaccessible Milkshakes
34. Deep Muck Big Rake: But The Emperor Has Nothing On At All
35. The Daily Grind: Outrageous
36. Jamie Berke, About.com: Two of the Hottest Things This Week

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37. Do It Myself Blog: Deaf Mom Continues her Fight for a Milkshake
38. Slinkerwink: Fighting Back Against Discrimination
39. LeahLefler: Things That Really, Really Make Your Blood Boil
40. A Simple Desultory Dangling Conversation: How NOT to Do Customer Service
41. Chat With Bryen: Steak 'n Shake Denies Deaf Access
42. Palms to Pines: Would You Like Some Discrimination With That?
43. An American Mom in Tucsany: This One's for the Ladies
44. Ethan's World: Some Good, Some Bad
45. On the Wire: Steak 'n Shake Woes Loom
46. Cheryl Beryl: People Aren't Reasonable
47. Do It Myself Blog: FOX Airs Deaf Mom's Fight for a Milkshake
48. Single Work At Home Mom: Fast Food Restaurant Refuses Service to Deaf Woman
49. Berke Outspoken: Possible Solutions to Denied Milkshakes?
50. Laurie's Dance with Sound: Hearing Impaired and CI News
51. Adversity University Blog: End of the Week Gratitude Theme #12
52. Chronicles of a Bionic Woman: Karen, the amazon woman!
53. Lolypup: Civil Rights and a Milkshake
54. Sam Spritzer's Web Site: Beware of Hearing Impaired, Serve at your Own Risk
55. Deaf Weekly: Steak 'N Shake Flap Sparks Internet Storm
56. On the Wire: Steak 'n Shake Officials Meet with Customer
57. Starked San Francisco: Deaf Mother Denied Service at Steak 'n Shake
58. Jim's Thoughts: Ignorance
59. My Chronic Life: Steak 'n Shake Disgrace
60. Terrible Palsy: It's That Time of the Month
61. Ima On (and off) the Bima: Things That Make Me Crazy
62. Bad Cripple: Why the ADA is Needed
63. Growing Up With a Disability: Update on the Steak 'n Shake Discrimination
64. Hippie Spelunker: Steak 'n Shake Commits a Heinous Injustice
65. Hippie Spelunker: Steak 'n Shake Update
66. Hippie Spelunker: Serving Americans with Disabilities
67. Planet of the Blind: How Many Fingers Am I Holding Up?
68. I Am Not a Hamster: Steak 'n Shake Employee Shoots Company in the Foot
69. The Net-Savvy Executive: Why Companies Need to be Listening to Blogs

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March 28, 2011 [A REAL-WORLD PR CRISIS]

70. Happy Family At Home: I Love This!


71. I'm Adopting a Deaf Child with Ushers: A Glimpse of the Future?
72. Granfallon Books: Customer Service
73. Dispatch from the Third World: Steak 'n Shake Embarasses a Deaf Customer
74. Eternal Sunshine of an Empty Mind: I Can't Believe the Nerve of Some People!
75. Butterfly Like Me, Deaf: Drive Thru Service Reasons
76. Mulberry Summer: Unacceptable
77. Rolling Grains: Where ADA Compliance Was Taken off the Menu
78. Our Campaigns: Steak 'n Shake Denies Service
79. Today's Cool News: Even I Can't Hear What They're Saying
80. Waving with My Deaf Hands: I'm Proud of Karen, It's my Turn to Share
81. Fox News Blogs: Steak 'n Shake Violates the ADA
82. A Cowboy's Wife: Steak 'n Shake Follow-up & Comment Response
83. Erin's Mother: Not Giving Them One More Penny
84. Rachel's World: An Accessible World?
85. The Deaf Sherlock: Deaf Mom Power!
86. Random Digest: Steak 'n Shake Manager Denies Drive Thru Service
87. Andrea's Acadia Weblog: Service DENIED

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