Format featured a panel from the entire Dell social media team where they just fielded Qs. Panel includes Direct2Dell’s Idea Stormer Carline Dietz, Direct2Dell Blogger Lionel Menchaca, Dell Share’s Lynn Tyson, and Geoff Nott, technical blogger assistance.
Dell Panel says that the disapproval ranking has dropped from 49% to 22% primarily because of blogging (see social media case study). The company recently experienced 12-13,000 comments in one day. Dell averages 4,000,000pageviews a month, and 300,000 unique visitors.
Kami Huyse asked what do you do about negative posts such as Seth Godin’s post this morning. Dell analyzed the post, and the offensive email, and agreed with Seth’s comments. The debate continues, but a change is likely to occur. Caroline from Idea Storm says you don’t have to be Seth Godin to get attention.
Dell does all sorts of things to relate to the social media realm, from FedExed letters to technical support. Some folks bug out when they get contacted from Dell’s social media team. “Big brother is watching us.”
Lionel says Dell listens first before doing anything.
Livingston leaves for conference call….