Erving Goffman’s concept of dramaturgy, which he uses to explain the self and social interaction, largely applies to the operations of Disney World and its success. Goffman’s view is that “all the world is not, of course, a stage, but the crucial ways in which it isn’t are not easy to specify.” Thus, people in social interaction put on various performances to control the impression they have on others in order to have smooth interactions; this is also known as impression management. The employees of Disney World work very hard at impression management; the use of this concept is essential for the success of their business. They must act in a certain manner, and sometimes even become a completely different person, in order to maintain Disney World’s visitors’ definition of the situation. Visitors, especially children, come to Disney World expecting to meet various Disney characters and interact with others who are bright and cheerful, because it is, after all, the happiest place on earth.
The use of an underground system in Disney World largely establishes this ability to put on a performance and successfully incorporate impression management. Instead of walking to a nearby building to switch out characters or other workers, an underground town with hidden entrances into it has been built beneath Disney World. Goffman points out that “the initial definition of the situation projected by an individual tends to provide a plan for the co-operative activity that follows” (Goffman, 196). Thus, although several people, including employees and visitors of Disney World, may know of this underground town, they choose to dismiss this fact in order to maintain their definition of Disney World and have smooth interactions.
This underground system also enables impression management by allowing those dressed up as Disney characters to appear real to visitors, especially children. Goffman states “when an individual plays a part, he implicitly requests his observers to take seriously the impression that is fostered before them” (197). When an employee of Disney World is dressed up as a Disney character, their goal is to make others believe that they are truly this character. Also, they expect visitors to trust in this impression and to not question its validity. This reciprocal interaction allows employees to become Disney characters and not just a man behind a mask. Thus, the use of impression management and the definition of the situation maintain the magic and awe, and overall success, of Disney World.
