Influx

It’s impossible to have a conversation if only one person is talking. For companies, the blogsphere has become a difficult and frightening place, full of people armed with points of view, blogs and video cameras. This is no place for the timid, even if you happen to be a multi-billion dollar corporation.

Dell, a company founded on the basis of customer centricity, has had their fair share of crises recently, with lapses of concentration in customer care. However, it now it appears they understand that by having their own blog,they can at least be a part of the conversation.

The exploding Dell laptop film was something that made it’s way around the web in record time. Now Dell is using its blog to explain what happened.

Here’s a post that appeared on Dell’s blog today.

Flaming Notebook

Beyond what you’ve seen in the blogosphere, there is no update on the now infamous “flaming notebook” from Osaka. We replaced the customer’s computer and are still investigating the cause. We think it was a fault in a lithium ion battery cell. Dell’s engineering teams are working with the Consumer Product Safety Commission and a third-party failure analysis lab to determine the root cause of this failure and to ensure we take all appropriate measures to help prevent a recurrence. By the way, lithium ion batteries are used in billions of notebooks, mp3 players, PDAs and cell phones these days.

Published Thursday, July 13, 2006 4:50 PM

by Lionel Menchaca, Digital Media Manager

Filed Under: Products, Technology, Consumer/ Small Business, Customer Experience

Nice for Dell to pay attention and let everyone know what they are doing about the problem.

Corporate blogs encourage greater transparency, but the more they are like conversations, the better and more useful they will become.