Comments on: Apple: Losers Blog (what Business Week missed)

By: Ephraim Cohen

Ephraim Cohen — Tue, 27 May 2008 11:21:25 +0000

I’m not sure how much Michael is involved but his executives do seem to post regularly. However, this is not necessarily a distraction. If they are in fact puttin out the fire, it’s better to let customers know how they are doing it then to make everyone wait (and doing that via a blog is easy) and wonder. You may create a confidence floor that is higher than if you kept people in the dark.

By: Partners in Grime

Partners in Grime — Tue, 27 May 2008 04:20:41 +0000

Michael is blogging while Dell burns?

By: Ephraim Cohen

Ephraim Cohen — Mon, 26 May 2008 11:31:44 +0000

Any attempts to show how blogging can help Dell solve their problems are both misguided and counterproductive to a discussion about social media.

In Dell’s case, I think blogging and other forms of social media can help in two ways:
1) Provide early indicators to problems (and opportunities). I read a lot about drops in customer service from activist consumers who blogged and wrote in forums before it made it to the newspapers.
2) Communicate to these consumers as to how problems are being solved so that, even before the solution is having an effect, people can see action being taken.

By: Al

Al — Sun, 25 May 2008 23:41:02 +0000

In recent years Apple has been very successful building what people want before they know they want it. Premium priced, well designed, good quality products with the best operating software on the planet.

They did it all while ignoring the advice of bloggers, bitchers and complainers.

Dell, on the other hand, has been very successful at cutting the cost of manufacturing their products. Poorly designed products made from cut rate parts running just good enough operating software. Trouble is, every other PC maker is making a better product than Dell at the same price.

Dell can’t make things any cheaper and that is their only area of expertise. They have no other tricks up their sleeves. They’re in deep trouble.

Do you honestly think blogging will solve Dell’s problem?

By: Ken Yeu

Ken Yeu — Sun, 25 May 2008 21:59:17 +0000

Mr Dell needs to liquidate Dell and give the money back to the shareholders.

By: Ephraim Cohen

Ephraim Cohen — Sun, 25 May 2008 21:24:19 +0000

While there is a lot of self-important puffery, there are also legitimate reasons to pay attention. For example, one well writen letter, posted and publicized on a blog can have a greater effect than just a well written letter. On the other hand, a thousand bloggers blogging about a company not blogging (it happens) may have no effect. Social media by itself is not critical. Like any media, it’s importance is the result of it being the right medium at the right time in the right situation.

By: Don Tarnell

Don Tarnell — Sun, 25 May 2008 16:07:54 +0000

One written letter to a company has more impact than 1000 emails, or soapbox “blog” rants. This “social media” stuff is a lot of self important puffery. Move along, nothing to see here.