Dell Inc.: Managing Reputation in the Blogosphere (A)

Author:
Shawn Pulscher
,
Nina Provenzano
,
Clint Rand
&
James S. O’Rourke
Publisher:The Eugene D. Fanning Center for Business Communication, Mendoza College of Business, University of Notre Dame
- Publication year:2009
- Online pub date:January 04, 2017
Discipline: Marketing Communications, Public Relations (Business), Culture & Strategy
Contains:Supplementary Resources | Teaching Notes
Length:2,475 words
DOI:http://dx.doi.org/10.4135/9781526404572
Keywords:
blogs, computers, consumers, customers, service planning, team leadership, vigilantism

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Region:Northern America

Country:United States of America

State:Texas

Industry:Repair of computers and personal and household goods

Organization:Dell Inc.

Organization Size:
Large info

Originally Published In:
Pulscher, S. , Provenzano, N. , Rand, C. , & O’Rourke, J. S. ( 2009). Dell Inc.: Managing reputation in the blogosphere (A). 09-02 (A). Notre Dame, IN: The Eugene D. Fanning Center for Business Communication, Mendoza College of Business, University of Notre Dame.

Type:
Indirect case info

Online ISBN:9781526404572

Copyright: © 2009. The Eugene D. Fanning Center for Business Communication, Mendoza College of Business, University of Notre Dame

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Case
Teaching Notes

Abstract

After deeming Dell’s customer service unsatisfactory, Jeff Jarvis, a well-known Internet blogger, posted an extremely critical open letter to the company’s CEO. Within a matter of days, Dell had a full-blown crisis on its hands and was forced to reconsider how to deal with emerging technological platforms used by customers to communicate information and opinions.

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  Pulscher, S., Provenzano, N., Rand, C., & O’Rourke, J. S., (2009). Dell Inc.: Managing reputation in the blogosphere (A). In SAGE Business Cases. SAGE Publications, Ltd., https://www.doi.org/10.4135/9781526404572
  
  Pulscher, Shawn, Nina Provenzano, Clint Rand, and James S. O’Rourke."Dell Inc.: Managing Reputation in the Blogosphere (A)." In SAGE Business Cases. London: SAGE Publications Ltd., 2021. http://dx.doi.org/10.4135/9781526404572.
  
  Pulscher, S., Provenzano, N., Rand, C. and O’Rourke, J. S., 2009. Dell Inc.: Managing Reputation in the Blogosphere (A). London: SAGE Publications, Inc. Available at: <http://www.doi.org/10.4135/9781526404572> [Accessed 20 Jan 2021].
  
  Pulscher, Shawn, et al."Dell Inc.: Managing Reputation in the Blogosphere (A)." SAGE Business Cases. London: SAGE Publications, Inc., 2021. 20 Jan 2021, doi: https://www.doi.org/10.4135/9781526404572.
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