![Woman one: I was going to buy a new Dell
but did you hear about Jeff Jarvis and the
absolute hell he is going through with them?
Woman two: Yeah, I know the IT guy told
me that the [Scobelizer] blog was
recommending we stay away from Dell.
buzzmachine.com](https://image.slidesharecdn.com/new-media-social-technologies-5-blogs-1224561284144417-9/85/New-Media-Social-Technologies-5-Blogs-37-320.jpg)
![August 12, 2005: Dell shares sink due to slower revenue
growth. Subsequent MSM coverage details surveys
showing poor Dell customer service and declining stock
price.
August 17, 2005: Dear Mr. Dell post outlines the
situation and offers advice for preventing it in the future.
Receives 461 comments.
August 23, 2005: MediaPost runs a story based on an
interview with top customer service 鍖gures at Dell. Dell
vows to proactively address online issues and contact
affected customers. Mentions Jarvis, his open letter and
an offer to dialogue with him to [make] sure that
the system is to his liking.
buzzmachine.com](https://image.slidesharecdn.com/new-media-social-technologies-5-blogs-1224561284144417-9/85/New-Media-Social-Technologies-5-Blogs-38-320.jpg)
New Media & Social Technologies | 5 Blogs
- 2. Blogs IST 400 | New Media & Social Technologies iSchool Syracuse University Eric Hansen | ethansen+ist@gmail.com
- 4. Shel Israel | Naked Conversations Co-author 8/8/06 beet.tv
- 5. Outline Blogs: an Introduction A Few Good Blogs Blog Blunders Dell Hell: Big Blog Blunders
- 7. Technically Speaking A Blog is: A Web page organized around posts Post = a story told with text, pictures, audio or video content In reverse-chronological order Most recent post always on top
- 8. Reverse-chronological 2:56p Monday | | Best day ever! 7:18p Monday Work isjust in 6:45a Tuesday | This boring... Check beenthis BBCat a 2 cent raise. OMG! 8-) :( I have out staring story; consider for HOURS My boss gave me my computer yourself lucky. 2:56p Monday | | Best day ever! 7:18p Monday Work is boring... I have been staring at a 2 cent raise. OMG! 8-) :( My boss gave me my computer for HOURS 2:56p Monday | Work is boring... I have been staring at my computer for HOURS :(
- 11. A Few Good Blogs
- 22. Blog ads: $22,000 Prizes: $160,000 }< 20,000 unique visitors/hr 100s of blog posts Source: New Media Age
- 25. Blog Blunders
- 26. Welcome to Freedom of Choice! Mar 09, 2005 - 09:04 PM DON'T BREAK STAY INFORMED MY IPOD TOP TRACKS REMAIN 49 CENTS 揃 Read quot;Rock on Rob!quot; TO DOWNLOAD! Dont Let Apple Break Q&A with Real CEO RealNetworks continues the momentum of the Your iPod! Sign Rob Glaser biggest online music sale in hstory by offering up and tell the Apple top tracks at the RealPlayer Music Store for just 揃 New: Rob Glaser you want the right to 49 cents a song. Each week, songs from the answers questions on choose where you get latest quot;Rolling Stone Top 10quot; list will be Slashdot.org your music. available to download for just 49 cents. BLOGOSPHERE 揃 Add your FREEDOM OF CHOICE CAMPAIGN signature RealNetworks has launched the quot;Freedom of Choicequot; campaign to help consumers break the 揃 Doc Searl's Blog chains that tie their music devices to 揃 Tim O'Reillys Blog proprietary music downloads. We're here to 揃 Larry Lessig's Blog MAIN MENU 揃 Freedom to Tinker inform AND motivate. 揃 Tony Talks Tech 揃 Home PUBLICKNOWLEDGE.ORG APPLAUDS CAMPAIGN! PAST ARTICLES Modules Washington-based consumer advocate Public 揃 Topics Knowledge, the voice of the public in a digital 揃 Web Links age, publicly applauds the Freedom of Choice Tuesday, August Campaign and urges consumers to get involved. 24 揃 RealPlayer 10.5: A DEVO Recording artist Devo lends their voice Music Player for All ABOUT THE and their talent literally to the Freedom of Formats CAMPAIGN Choice campaign. Read their exclusive Q and A Monday, August here. Come back for more surprises from Devo! Read the Q&A 23 This site is intended as 揃 Consumers Say a destination for Rock on Rob! Apple Should Share consumers to learn more about the issues Rob Glaser, CEO and founder of RealNetworks, Friday, August 20 of choice in the pioneered music and video to the web. Rob will 揃 RealPlayer's answer your questions about Freedom of Choice iPod-Compatible growing digital music and why consumers must be heard. Update 'Stunned' arena. The site is
- 27. Hey Apple, Don't Break My iPod! View Current Signatures - Sign the Petition To: Apple Computer Dear Apple, Your company has long stood for innovation and open competition. Wasn't it Apple that ran the famous Super Bowl ad encouraging consumers like us to stand up for our right to make our own choices? We're asking that you do the same now and support the right of your own customers to make their own choices about where they buy music for the iPod. We want Freedom of Music Choice! Don't lock us in to purchasing digital music from one source. That's bad for competition. It will stifle innovation. And it will slow the adoption of digital music devices like the iPod. Do the right thing. Stand with us for Freedom of Music Choice! Sincerely, The Undersigned Click Here to Sign Petition View Current Signatures
- 28. Hey Apple, Don't Break My iPod! We endorse the Hey Apple, Don't Break My iPod! Petition to Apple Computer. Read the Hey Apple, Don't Break My iPod! Petition Sign the Hey Apple, Don't Break My iPod! Petition Name Comments 1694 Total Signatures View Signatures : 1694 1644 1594 1544 1494 1444 1394 1344 1294 1244 1194 1144 1094 1044 994 944 894 844 794 744 694 644 594 544 494 444 394 344 294 244 194 144 94 44 PetitionOnline.com has disabled the display of email addresses for signatories who chose to make their address public. We have done this to reduce the spread of harmful Windows viruses which harvest email addresses from the web cache of infected computers. This also prevents spammers from harvesting email addresses from this site. The Hey Apple, Don't Break My iPod! Petition to Apple Computer was created by
- 29. Hey Apple, Don't Break My iPod! We endorse the Hey Apple, Don't Break My iPod! Petition to Apple Computer. Read the Hey Apple, Don't Break My iPod! Petition Sign the Hey Apple, Don't Break My iPod! Petition Name Comments 894. kill'em all Note to Apple: crush them very hard in court. Even windoze users hate Real. :-) i'm not fat, it's the glasses that make me look fat. But my wife (who's really fat) says they make me look smart. So i wear them. 893. Rob Glaser But i can see sh*t through them. Kind of like eeh... well what you guys see when watching realmedia. And my ears aren't to great either. But that's a different story. Apple has a strategy, it started with a vision years and years ago, it was driven by an idea that Apple picked up and made very 892. Stephen Peterson successful, they have a long term plan and people trust that they will be around for a while, other companies such and Real, Napster and Buymusic, their plans hatched as a result of the original success of Apple, their counterfeiting an idea, not making it better. 891. phox REAL sucks!!! 890. Gimme A'Break You're joking right? I can get mp3s from anyone or from my own CD collection too. Do some research guys. 889. Fulu Saba Win only? WTF is the point? iTMS is better. Yo Real - if you want to play on a music player - why don't you 888. Johnny R make your own? Real blows - its like wal-mart except with media. LONG LIVE APPLE!!!!!!!!!!!
- 30. Dell Hell
- 31. Shel Israel | Naked Conversations Co-author 8/8/06 beet.tv
- 32. Jeff Jarvis | buzzmachine.com
- 34. Timeline June 21, 2005: First post, Dell lies. Dell sucks. Receives 253 comments. June 26, 2005: Post, after his laptop returned from Dells repair shop, Dell still lies. Dell still sucks. Receives 358 comments. June 26, 2005: Same day post, Have at me Apple cultists where Jarvis considers switching to Mac laptops. Receives 483 comments.
- 35. June 27, 2005: Post, Dell hell, still burning more accounts of terrible customer service, they continue to get Jarvis name wrong, recommends that everybody drop Dell. June 30, 2005: Jarvis buys a Mac, sends a letter to Dell chief marketing of鍖cer and gets a concerned phone call from Dell. July 1, 2005: Dell hell: seller beware post about the phone call with Dell brass... buzzmachine.com
- 36. July 4, 2005: Jarvis posts a fellow bloggers 鍖nding that Dells PR company claims to monitor the blogosphere. There are an estimated 9 million blogs today, but which ones matter to you? Its our job not only to tell you, but to help you negotiate that terrain. (February, 2003) July 11, 2005: Dell shuts down its online customer forums. July 29, 2005: A reader forwards Jarvis the following conversation of two bank tellers on their lunch break: buzzmachine.com
- 37. Woman one: I was going to buy a new Dell but did you hear about Jeff Jarvis and the absolute hell he is going through with them? Woman two: Yeah, I know the IT guy told me that the [Scobelizer] blog was recommending we stay away from Dell. buzzmachine.com
- 38. August 12, 2005: Dell shares sink due to slower revenue growth. Subsequent MSM coverage details surveys showing poor Dell customer service and declining stock price. August 17, 2005: Dear Mr. Dell post outlines the situation and offers advice for preventing it in the future. Receives 461 comments. August 23, 2005: MediaPost runs a story based on an interview with top customer service 鍖gures at Dell. Dell vows to proactively address online issues and contact affected customers. Mentions Jarvis, his open letter and an offer to dialogue with him to [make] sure that the system is to his liking. buzzmachine.com
- 39. August 26, 2005: A salesman from Dell calls Jarvis about his sons laptop (which was also experiencing dif鍖culty) and 鍖nally admits that he is cold calling to sell Dell- branded broadband service to Dell customers. Dell hell continues. August 29, 2005: Jarvis recounts a call with Dells corporate communications of鍖cer. Missed opportunity: Dell talks to customers, not with them; Dell wants to leverage the blogoshpere not participate; Jarvis offers to relay a message to the blogosphere on Dells behalf, gets a boilerplate talking point about improving customer service. buzzmachine.com
- 40. From that point forward, the Dell Hell saga is chronicled in MSM publications, business journals, marketing and PR case studies, thought-leading blogs and smaller blogs with similar Dell issues. Jarvis still receives daily e- mails about readers Dell Hell experiences. buzzmachine.com
- 47. July 10, 2006: The Direct2Dell blog launches to much criticism by bloggers: Too commercial, corporate, promotional and un- blog-like buzzmachine.com
- 49. July 11, 2006: Post, Some friendly advice from Dell Jarvis publishes a comment he received on his post about the new Dell blog. buzzmachine.com
- 50. Hey Jarvis. I honestly think you have no life. Honestly? Do you have a life, or do just spend it trying to make Dell miserable. Ive been working with Dell the past three weeks researching trashy blogs that worms like you leave all over that frigen blogosphere and I cant honestly say that Dell is trying to take a step towards 鍖xing their customer service. They hire guys like me to go on the web and look through the blogs of guys like you in hopes that we can 鍖nd out your problem and 鍖x it. But honestly I dont think you have a problem Dell can 鍖x.Your problem is you have no life. buzzmachine.com
- 53. Home Ideas Blogs Videos Discussions Community IdeaStorm Direct2Dell StudioDell Forums Dell.com Support About | Terms of Use | Moderator Blog | Contact Moderator | Storm Room STEVE HARVEY ON HAVING BIG IDEAS The Dell Community has contributed: 9375 ideas | promoted 641848 times | 71534 comments popular ideas recent ideas comments ideas in action How IdeaStorm Works: Login Register all Ideas User name: 3380 No more plastic wrap, please Password: Environment submitted by falbert May 22 In the last shipment of computers I received I was shocked by the amount of plastic wrap used for items like power Remember me cords, USB cables, VGA/DVI cables. Do these items really need to be individually wrapped in a plastic bag. I can just Sign in imagine the tons of plastic used by Dell annually... Forgot password Something to think about 63 Comments 損 CATEGORIES all 24630 Standardize Power Cables for Laptops Accessories (Keyboards, etc.) Accessories (Keyboards, etc.), Laptops submitted by badblood 08/27/07 **UNDER REVIEW** Advertising and Marketing Nothing is more annoying than laptop power cables that are not interchangeable from one computer model to another Broadband and Mobility or from one brand of computer to another. Power cables have been standardized on most electrical applicances, Dell including desktop computers for decades. Dell Community Dell Web Site Make an effort to promote and implement standard power cables for laptops. Desktops Desktops and Laptops Dimension products
- 54. Home Ideas Blogs Videos Discussions Community IdeaStorm Direct2Dell StudioDell Forums Dell.com Support About | Terms of Use | Moderator Blog | Contact Moderator | Storm Room STEVE HARVEY ON HAVING BIG IDEAS The Dell Community has contributed: 9375 ideas | promoted 641848 times | 71534 comments popular ideas recent ideas comments ideas in action How IdeaStorm Works: Login Register all Ideas User name: 3380 No more plastic wrap, please Password: Environment submitted by falbert May 22 In the last shipment of computers I received I was shocked by the amount of plastic wrap used for items like power Remember me cords, USB cables, VGA/DVI cables. Do these items really need to be individually wrapped in a plastic bag. I can just Sign in imagine the tons of plastic used by Dell annually... Forgot password Something to think about 63 Comments 損 CATEGORIES all 24630 Standardize Power Cables for Laptops Accessories (Keyboards, etc.) Accessories (Keyboards, etc.), Laptops submitted by badblood 08/27/07 **UNDER REVIEW** Advertising and Marketing Nothing is more annoying than laptop power cables that are not interchangeable from one computer model to another Broadband and Mobility or from one brand of computer to another. Power cables have been standardized on most electrical applicances, Dell including desktop computers for decades. Dell Community Dell Web Site Make an effort to promote and implement standard power cables for laptops. Desktops Desktops and Laptops Dimension products
- 56. Thank You
- 57. Video/ Photo Credits http://www.beet.tv/2006/08/ pr_people_need_.html http://鍖ickr.com/photos/bip/ http://鍖ickr.com/photos/mortimer/ Dell Hell Logo: Original Source Unknown http://鍖ickr.com/photos/jdlasica/ http://鍖ickr.com/photos/dynatrite/ http://鍖ickr.com/photos/stuckincustoms/