Eileen Diaz

OGL 481 Pro-Seminar I:

PCA-Structural Frame Worksheet
Worksheet Objectives:
1. Describe the structural frame
2. Apply the structural frame to your personal case situation

Complete the following making sure to support your ideas and cite from the textbook and other
course materials per APA guidelines. After the peer review, you have a chance to update this
and format it for your Electronic Portfolio due in Module 6.
1) Briefly restate your situation from Module 1 and your role.
The situation that I’ve mentioned last week was about Ticketmaster and how they handle the
presale to Taylor Swift’s Eras Tour. My role in this situation was that I was a customer and was
actually trying to get a code so that I could buy a ticket to go to the concert.
2) Describe how the structure of the organization influenced the situation.
I believe that since Ticketmaster is all about making a profit from selling these tickets from all
types of events rather than providing reasonable prices for their customers. Since that is how
their structure is, it influenced the situation because her fans didn’t experience this much hassle
of getting tickets to her previous tours. For so reason for this tour, her fan had the worst
experience because they waited for 3 hours and then they have to postpone the sales time of
other countries that were supposed to start at 11 am but pushed it to 3 pm instead the fans also
were saying that they were charging sky-high fees and that some of the tickets were sold to
scalpers. Which led to Ticketmaster having to deal with a lawsuit that is still going on to this day.
3) Recommend how you would use a structure for an alternative course of action regarding
your case.

I think all the backlash that Ticketmaster received caused them to deal with an irresponsible vs
Unresponsive type of situation because they were not able to keep up with the demand of the
ticket sales even though they told Taylor swift that they were going to be able to handle this
huge demand for her tickets. Their current structure doesn’t work for them because they’re not
taking their customers into consideration and if they want to be successful, they have to
restructure and have a plan that takes everyone into consideration. I also think it will help if they
have groups within the company come together and work together to see how they can come
up with a solution for this issue.

4) Reflect on what you would do or not do differently given what you have learned about
this frame.

If I were Ticketmaster from my understanding after facing this mass backlash, I would definitely
have the company go through restructuring because it’s obvious that their current structure isn’t
working out for their customers and stakeholders if they’re going through a lawsuit. They need
to start from scratch and create a structure that will benefit both them and their stakeholders, not
just themselves. I also wouldn’t have made a promise to the artist if I knew that I wasn’t able to
keep it because our words mean everything. When we don’t keep our word, it causes mistrust
Eileen Diaz

between us and our customers. When it comes to business, that is something we can’t afford to
lose.