In terms of organizational communication, the most interesting part of the article was the importance that Disneyland places on the language that its employees use while interacting with each and with guests. For example, customers are referred to as “guests” and not” customers”, while “rides” are always referred to as attractions. Semantics can play a big role in how words are perceived and by having this rule; Disney was trying to use words that are more appealing. Staying with the same example, by using the word “guest” instead of “customer,” Disney was trying to show that the theme park was offering much more than just goods and service (as for a customer); The word “guest” lends itself more to welcoming and wealth (like inviting your friend into a home), creating the aura of a grand experience that involves rich sensations pleasurable activities.
The ranking that Van Mannen discusses at Disneyland is divided into five categories. At the top are the prestigious Ambassadors and Tour Guides, who are typically young bilingual women. Secondly ranked are the ride operators, who perform the “skilled work,” such as transporting guests into the park in glamorous vehicles (e.g., antique trains and horse-drawn carriages). The third ranking employees are the rest of the ride operators that do not fall into the send tier category. This would include those that operate the various attractions. Fourthly ranked are the “proletarian Sweepers,” which are the people that maintain the grounds, keeping it clean and attractive for the guests.
The lowest ranked individuals at Disneyland are the Food and Concession workers, who are seen as the “sub’prole” or “peasant” workers because they are often seen as unskilled and easily replaceable. This creates organizational groups because as soon as someone is hired for a job, that person immediately knows which social group he or she belongs to. This sometimes creates ill feelings for those assigned to lower ranks and creates competition and jealousy amongst workers. These subgroups are also strengthened by the fact that everyone wears different uniforms (e.g., Sweepers wear white, while the top-ranked ride operators wear “crisp, officer-like” uniforms), which makes their statuses clear within the culture and also to guests.