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

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

  • 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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