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