Dell is a prime case study of a company that took its lumps through social media. In the summer of 2006, the company was hit by two social media crises: Jeff Jarvis’ Dell Hell meme over his unhappiness with the company’s support service followed by exploding batteries on YouTube
Dell also is a prime example of a company that adopted social media as part of the response to its problems. The company launchedDirect to Dell, a blog where real employees talk about Dell’s products and services and answer questions and issues raised by people in comments or in posts on their own blogs. It has buttressed that with a program of blogger relations, reaching out to bloggers to get to know them and become part of their community. It also has launched Dell IdeaStorm, a site that allows consumers to make suggestions to Dell and then enables the community to vote for or against these suggestions.
source: Joe Thornley, Pro PR
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