Poor Dell. Damned if they don’t and Damned when they do. I’m joining the voices who want to give Dell a break, and let them get their feet under them in the blogosphere. They deserved to be damned when they ignored bloggers’ comments and complaints. They do not deserve it now, when they are trying to engage.
Those of us that believe in corporate blogging should be glad that they are giving it a go, and not be so quick to jump on them for not doing it the "right way." Just exactly what is the "right way" and who said there was only one right way to do this blogging thing anyway? Hey, if Dell screws up, and doesn’t treat the blogosphere with respect on its blog, there will be grounds for criticism. But every newbie deserves the benefit of the doubt, even a major corporation with a history of customer service problems 🙂 Far better commentary in this vein from the following folks: Kevin Dugan. Shel Holtz. Andy Lark. Tom Murphy. Jeremy Pepper. John Wagner.
Contrast Dell’s efforts with some of the other corporate behaviors we’ve seen this month alone. Comcast: its response to the YouTube video of the sleeping repairman was to fire the repairman. That’s it? They are way underestimating the scope of people’s dis-satisfaction. But then again, quasi-monopolies often do. More from Rick Short and Mary Schmidt
And then there’s Jupiter Research. Where to begin this tale? Short version: Jupiter issues press release about some research. Bloggers ask questions about research methodology. Jupiter blows them off, says you aren’t reporters. Bloggers try again. Jupiter gets offensive. Bloggers quizzical, wonder just what exactly is Jupiter hiding? Certainly not the fact the the press release about the "research" was a thinly disguised advertisement for new clients. That’s pretty obvious. Could it be that the "research" isn’t robust??? Toby Bloomberg started it all with some honest questions, Fard Johnmar did the research and you can find some good commentary on Neville Hobson’s blog. Methinks Jupiter needs to get on board the cluetrain… And rethink its marketing approach. Crappy press releases that are really thinly disguised advertisements are part of how we got into the "press release must die" meme (remember that?) in the first place.
UPDATE 7/13: Toby reports that Jupiter is making some changes !
Tags: dell, dell hell, jupiter research, comcast, customer service, market research, blogging, corporate blogging
Hi Susan, I think your right we have to give Dell a chance. And I believe in only a few short weeks the company is really coming up to speed.
The Dell example will be a great example for other companies, of how to pay attention to consumer generated media correctly.