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Friday, July 14, 2006
Dell comments on comments
A number of people—including some who have posted comments to this blog, as well as Steve Rubel’s—have expressed indignation and suspicion over the fact that their comments posted to Dell’s brand-spanking-new blog have not appeared. One commenter to this blog suspected Dell of engaging only A-list bloggers.
Today, Dell’s Digital Media Manager, Lionel Menchaca, posted an item to one2one explaining the comment process. Essentially, most comments are being posted, but those that reference specific support issues are being forwarded to Dell support so the problems can be addressed by people equipped to address them. Menchaca notes that the support staff are ready for these forwarded cries for help.
Since launch, we’ve posted about 80% of comments and directed 18% to Dell support for resolution. We rejected 2% because they were off-topic, profane, defamatory (or all of the above).
It would probably be helpful if a statement appeared on the page visitors use to submit their comments noting that support requests will be forwarded and profanity will be rejected. In the meantime, Menchaca took the opportunity to update readers on other enhancements he’s been working on, including blogger bios and a feed for comments. It appears Dell continues to be right on top of the blog and is addressing issues in short order...and despite some attacks, Menchaca appears to be coping with it all with good humor and patience.