This course is an in-depth examination of communication in and about the Walt Disney World Resort in Orlando, FL.
Specifically, the course will examine nonverbal communication in the theme parks, organizational communication utilized by the company, and computer-mediated-communication revolving around Walt Disney World. Each unit will provide a basic introduction of a communication concept/area which will then be applied using examples from Walt Disney World.
The class will meet for the first eight weeks of the semester and over spring break will visit Walt Disney World where they will immerse themselves in the culture of the theme parks and resorts.
David Zanolla... will be telling us a bit about himself soon.
Course Sponsor
Communication Department at WIU
Course Speaker
Course Material
Book: The Wonderful World of Customer Service at Disney
Article: Structuring the Experience
Article: Elements of Theme Design
Article: Disneyland Aesthetics
Article: Music and the Disney Theme Park Experience
Communication Around the 'World'
David Zanolla teaches an honors course at Western Illinois University called Communication Around the 'World'. Students learn Disney's organizational culture, then visit Disney World to see it in action. For those unable to attend, David shares the highlights of his course exclusively here on Disney Dispatch.
How Disney Deals with Squirty Elephants
MAY 10 In a student report written for David Zanolla's course about Disney organizational culture and communication, Ethan Knight explains some of what he learned in the course, including how Disney handles squirty elephants on the Jungle Cruise.
The Real Business of Disney
MAY 9 In a student report written for David Zanolla's course about Disney organizational culture and communication, John Felker explains some of what he learned in the course, including the realization that Disney's real business isn't about parks or rides but guests.
Why Disney Made a River Brown
MAY 8 In a student report written for David Zanolla's course about Disney organizational culture and communication, Tori Jacobsen explains some of what she learned in the course, including something very gross (but authentic!) about brown rivers.
Disney World's Puddle Posse
MAY 7 In a student report written for David Zanolla's course about Disney organizational culture and communication, Jane Ladage explains some of what she learned in the course, and provides an example of Disney's committment to its first service standard, safety.
Above and Beyond at Disney World
MAY 6 In a student report written for David Zanolla's course about Disney organizational culture and communication, Colleen Krasich explains some of what she learned in the course, and how she experienced Disney World from above, beyond, and even beneath.
Upward Mobility at Disney World
MAY 5 In a student report written for David Zanolla's course about Disney organizational culture and communication, Shelby Rogers explains some of what she learned in the course, including what it takes to climb the career ladder at Disney World, Cockerell style.
Disney Cast and Crisis Management
MAY 4 In a student report written for David Zanolla's course about Disney organizational culture and communication, Andrea Patten explains some of what she learned in the course, including how Disney manages its Cast Members and the occasional crisis.
Class Dismissed!
MAR 21 David Zanolla has returned with his students from their learning trip to Disney World, and now the class must end: no more lessons or lectures from David, but instead projects from each of his students, which he requires them to publish here!
David Zanolla Teaches at Disney World
MAR 14 The happiest class on earth travels to the happiest place on earth - Disney World! - to see in action Disney's organizational culture as taught in the classroom for the previous eight weeks by David Zanolla.
Disney Design: Chicken or the Egg?
MAR 6 In his lecture, David Zanolla asks the students what comes first: a story idea or an attraction idea? It's his Disney version of the chicken or the egg. You won't learn the answer, because not even Disney has figured it out yet.
The Disney World Guest Experience
FEB 27 Tom Staggs, Disney Parks & Resorts Chairman, likes to say that Disney is in the 'guest experience business'. The best attractions in the world won't bring back disgruntled guests. But how does Disney 'create happiness"?
Spreading the Disney Contagion
FEB 20 Cast Members, in a sense, catch the 'contagion' of Disney's service practices, such as 'everyone picks up trash'. And, in fact, everyone does, without even thinking about it. It becomes a reflex action. That's the secret.
Jeff Kober, Course Speaker
FEB 13 Jeff Kober, a former Disney World Cast Member and author of the seminal (and best-selling) The Wonderful World of Customer Service at Disney, and he'll also address David Zanolla's students at Disney World. Let's meet Jeff!
Class Begins: Reading Assignments
FEB 6 No course is complete without a couple of textbooks, but in David Zanolla's course, the textbooks are slim and fun to read. If you want to follow the course, you'll need the textbooks. David provides brief reviews of each.
Interview: David Zanolla, Course Instructor
JAN 30 I catch up with David Zanolla to ask a slew of questions about his course, Communication Around the 'World'. It's unlikely I'll earn an honorary A+ - that Zanolla's tough! - but I do learn what to expect this semester.