Dell Makes a Smart Move

After getting bitten in the butt by an irate customer who had a bad support experience, Dell has decided to pay attention to blogs.

The moral of the story: you ignore grassroots media like bloggers at your own risk. Bloggers can turn one angry customer into an icon and get all kinds of news coverage about your bad support. Dell's doing the right thing by putting some resources into paying attention to what people are saying about them outside of traditional media channels.