Blogging has gone mainstream. It has reached a critical mass. Companies are starting to wake up to the mighty power of blogs and the heightened voice of the customer fueled by blogs. What HP has learned from blogging clearly validates this fact.
HP Commits A Blunder
Hewlett-Packard Company (HP) is a technology company that operates in more than 170 countries worldwide. It has also launched a blog program to further enable it to connect with customers and build beneficial long-term relationships. However, its blog program met a snag when one of its blogger, David Gee, head of worldwide marketing for HPs management software business deleted a negative comment on his blog. It elicited a damaging backlash from the blogging community.
It all started when an HP customer posted a legitimate comment on David Gees blog about the not-so-good experience he had when he upgraded his media center personal computer. The comment was immediately erased and his HP passport (requirement to be able to leave comments) was revoked. Angered, he retorted by blogging about the incident. The tech blogging community, pretty tight and fast got wind of the news and a storm ensued....
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