Leave Dell the Hell Alone

"Dude, You're Gettin' a Blog!"

Since others are saying this in a more measured, politically-correct fashion, let the client-side guy be clear.

All of the lemmings in the blogosphere need to leave Dell the hell alone.

Here is a rant based on a comment I originally posted at a well-intended blog...

Does *everyone* have it in for Dell? It amazes me the expectations we set for corporate blogs.

a) We're assuming the Dell blog needs to respond to everything that is said about the new venture. Would you counsel a client to respond to EVERY single comment and critique?

b) Even if Dell is signed up with all of the de rigueur vanity searches, it takes awhile for Google and T-rati to track it all down and bring it to their attention.

c) We're assuming Dell has staff whose primary task is to sit idly by; waiting for search results and comments so they can respond in Internet time. It's not how quickly they respond, it is how they respond.

I thought we wanted companies like Dell to join the conversation? I didn't realize there was a time-limit on responses.

Dell has done a pretty good job thus far responding to critics which is saying a lot as the blogosphere seems to be waiting for them to fail. I assumed the Jeff Jarvis-led lynch mob would be quieted by Dell launching a blog. It seems just the opposite is happening. Besides, didn't Jarvis switch computer brands? Isn't it time for him to move on?

I make a lot of mistakes. You make mistakes and so does Dell and every other company. The smart/honest/authentic/transparent ones admit it in the blogosphere. In exchange for losing control of the message, they gain the freedom to make these mistakes in the first place.

Let's give Dell some time as it tries to change its ways. Of course, that doesn't make for very catchy blog posts. But in lieu of Dell, GM or Kryptonite, I'm sure there's another "corporate whipping blog" we can single out and beat up.

tags | public relations | PR | social media relations | media | blog | Jeff Jarvis | Dell blog

Comments

[Rohit]

Kevin - Thanks for another great post cautioning against the quick trigger and not beating up on the "new guy" so to speak. As we have both seen online, there is sometimes the temptation to pick apart anything new rather than welcome it. But at the end of the day we should support corporations (and individuals) that decide to take the risk and open themselves up directly to criticism and honest opinions online. Eventually this transparency will help to curb the criticism - and drive more companies to see blogging as a strong communications tactic, rather than a risk not worth taking.

[J S Sai]

Kevin. A great post with a razor-sharp perspective. Yes, you are absolutely right. To err is human, as the saying goes.

Being a public relations professional in India, I have been reading your posts with great interest... Please keep up the good work...

[Brendan]

All excellent points, Kevin... I think we need to get over ourselves a little. Reputation does not change overnight, or with the arrival of a single blog. Like any other relationship-building exercise, it takes time, engagement, and a degree of trust built between the parties involved. I'll use the example of Katie Paine's post about Hill & Knowlton (http://kdpaine.blogs.com/kdpaines_pr_m/2006/06/some_really_goo.html)as an example that perception doesn't change overnight, but over time, and one individual at a time.

[CD]

In retrospect, I'm sure that Dell wishes that they did more to have tested and prevented this from ever becoming a problem, blogs or no blogs.

I came across this article about how Dell could have done more to predict the problem and take more drastic actions to fix it early on. It looks as though this has cost them a bit on the public opinion front. It’s a good read.

http://www.levick.com/resources/topics/articles/dell_battery_crisis.php

[Cheap laptops]

I have been thinking about upgrading my computer the last few weeks but there is so much choice that it is hard to tell if youre making the right descission. Its nice to be able to search around the internet myself for the informaiton I need rather than being force fed by a salesman!