Fortune 500 Blog Project: Dell

NOTE: This is a work in progress until I remove this note!! If you have any insights into Dell’s blogging, please let me know to make this a complete description of Dell’s blogging policy. Thanks (and don’t be mad it’s not complete yet)!

Corporate Blogging:

Dell (#25 on the Fortune 500 list) launched its corporate blog, called Direct2Dell, on July 5th and got reemed for it! Why? Well, start off with the fact that their 1st 6 posts included videos of products and not much else. Look at the 1st post on their blog- it included a video showcasing the XPS 700 BYO (what the hell is that anyway). They didn’t even do a welcome note to their users.

This post on July 11 was where they started to get things right:

Yesterday was the first official day of Dell’s one2one weblog and already Jeff Jarvis and Steve Rubel were kind enough to tell us what we’re doing wrong. Thanks for the feedback, guys. We’ll keep working to get it right.

Shel Holtz weighed in a bit more constructively. Our intention with this blog is to address issues that are important to our customers. Give us some time and we’ll prove it. Robert Scoble told us to listen, and to link to the folks who don’t like us. First step was to launch Dell’s one2one. Check. We’re excited to be here, and we welcome your ideas.

Four links and counting.

I do like the look and feel of Dell’s blog. The header can be seen above and the sidebar (below) looks clean.

For further details, be sure to check Easton’s great post over at Business Blog Wire. He also followed it up with a round 2 of analysis.

Q & A with Michael Dell Regarding Social Media:

Non Corporate Blogging:

I’m looking for Dell employee blogs- haven’t found any yet. Let me know if you know in the comments if you know of any.

Overall Impression:

Dell did a great thing by changing their tone on the blog based on feedback from customers. It just goes to show- listening to your customers is key. Users are willing to forgive you for mistakes. You just have to admit them (I know it’s hard)! And act on complaints to make things right.

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  • http://www.businessblogwire.com Easton Ellsworth

    Dell has done a good job of listening and improving its blog. I think better preparation – specifically, better initial URL choice and having a more welcoming, more substantial set of initial posts – would have helped the Direct2Dell (formerly one2one) launch more successfully.

    Thanks for adding this to the project, Drew!

  • http://www.direct2dell.com RichardatDELL

    Hi Drew,
    Just wanted you to know that we (Dell) dropped by and appreciate the feedback on direct2dell. In fact, if you want to know more about our blog or our overall involvement and discussions we are having with bloggers, feel free to get in touch. Be glad to arrange for you to chat directly with Lionel our digital media manager at direct2dell.

    As background, therein lies part of the answer, by the way. Dell’s direct business model is the very foundation of our business because we believe it offers what customers value; can deliver built-to-order technology; and, eliminates the middleman.

    Our blog and involvement with other blogs is premised on our desire to be directly involved in conversations, learn from them and be part of that dialogue. So far, its rewarding, even if we stumble from time to time.

    Hope we hear from you.

  • Drew Meyers

    Richard
    Thanks for the quick response and taking the time to offer your time. I’d love to get some insights into your corporate blogging policy and how you engage in the blogosphere to help me fill out this post. I’m off to the blog business summit the next 3 days, so I’ll be pretty busy, but will follow-up with you next week to set up something.

  • http://www.direct2dell.com RichardatDELL

    drew, enjoy the summit. look forward to hearing from you when you are back

  • http://www.tomjelenvirtuals.com Tom Jelen, Chicago, Illinois

    Note: From the Dell blog…. Conversation is encouraged and expected. However, moderation of comments is necessary to prevent spam, profanity and off-topic commentary. Comments related to specific product support or customer service issues will be addressed separately rather than posted here. Please use the links in Contact Us for product and customer service assistance.

    This is all I need to read. It’s at the end of a Dell company Blog.
    Dell does not stand by the product they make! nor do they want comments that are negative about their customer service. The ViPs are all out to lunch and counting the money they suckered off the public. My XPS stands for xtra Piece of ____, crimped cables, a Hitachi 500gb(not covered) crashed drive, the LCD monitor has fingerprints and dirt inside the screen, electrical shorts with the media reader, dvdrw that doesn’t work and not recognized the CD writer is in the same sinking cheap part boat. The machine hasn’t worked properly since day one. Sometimes I think they sent me somebody’s return.
    No Way in Hell buy a Dell. There’s a saying about the fool and his money, Don’t be a Victim and don’t buy their advertising. The Dell people could care one ioda about the consumer. I thought I was purchasing a top of the line machine and when the drive crashed 10 days out of warranty the tech found a cut cable, when he went into the machine to replace the drive, he also told me he had six XPS’s sitting on the work bench waiting for their shoddy parts to be sent from the factory. SAVE YOURSELF the TROUBLE and purchase a Sony or Compact anything but Dell and don’t say you haven’t been warned. Call customer service and see how your treated, Ill tell you quickly, anyone on the other side of the world could care less about your computer, and the problems your having, any executive from Dell that reads this I do have pity on you, your company stinks, its a good thing you people don’t make airplanes or cars….. Service Tag 2LYPZ71 Tjelen ……………..
    Like Mister ‘T’ says ‘I PITTY THE FOOL’

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