LionelatDell Lionel Menchaca @ @140on360 Sure..

thanks for tuning in #blogchat 50 seconds ago Favorite Retweet Reply

LionelatDell Lionel Menchaca @ @rickyleepotts We have a set of SM courses.. 3 required, then electives. I ask blog contributors to choose the blog classes. #blogchat 1 minute ago Favorite Retweet Reply

LionelatDell Lionel Menchaca @ @140on360 Yes... we do have guest posts from experts on Dell blogs. We'll be doing more of that in the future. #blogchat 3 minutes ago Favorite Retweet Reply

LionelatDell Lionel Menchaca @ @JTDabbagian We have a couple of @Direct2Dell blog posts on the topic of training and certification. I'll get back to you #blogchat 5 minutes ago Favorite Retweet Reply

LionelatDell Lionel Menchaca Last I've seen, @Dell has over 1,000 social media certified employees. #blogchat

6 minutes ago Favorite Retweet Reply

LionelatDell Lionel Menchaca We do have an awesome training and certification is now a requirement for blogging or engaging customers in in social media. #blogchat 7 minutes ago Favorite Retweet Reply

LionelatDell Lionel Menchaca @ @eswayne No seniority standards... I recruit the folks who have the answers to what customers are asking #blogchat 8 minutes ago Favorite Retweet Reply

LionelatDell Lionel Menchaca But these days, a lot more SME types are getting comfortable with blogging from what I see. #blogchat 9 minutes ago Favorite Retweet Reply

LionelatDell Lionel Menchaca @NickWestergaard then I will do the reporter-style Q&A.. blog as myself, give the SME credit for the answers. #blogchat 10 minutes ago Favorite Retweet Reply

LionelatDell Lionel Menchaca @NickWestergaard: Sometimes if SMEs are't comfortable blogging, we will ask for a video interview. If no on that (cont.) #blogchat 11 minutes ago Favorite Retweet Reply

LionelatDell Lionel Menchaca @ @NickWestergaard See my recent tweets. Hand holding with some SMEs help. We also have 3 blogging training courses #blogchat 13 minutes ago Favorite Retweet Reply

LionelatDell Lionel Menchaca @ @CorettaJackson Rock on... thank you. Ping me if you need advice. I'm a hardware geek :) #blogchat 14 minutes ago Favorite Retweet Reply

LionelatDell Lionel Menchaca After asking SMEs questions, will help frame key areas if SME needs that. Typically, after folks do 2 or 3 posts, it gets easier #blogchat. 14 minutes ago Favorite Retweet Reply

LionelatDell Lionel Menchaca @ @brianleehall Radian6 for listening when things are tough. Now we have the Listening Command Center dell.to/orkMuc #blogchat 16 minutes ago Favorite Retweet Reply

LionelatDell Lionel Menchaca Back to recruiting... I will bend over backwards to get an SME comfortable blogging. Will ask them questions on the topic.. #blogchat 18 minutes ago Favorite Retweet Reply

LionelatDell Lionel Menchaca @cbaccus: but blog is usually the primary comms vehicle for big issues after initial response #blogchat 20 minutes ago Favorite Retweet Reply

LionelatDell Lionel Menchaca @ @cbaccus Yes, back during the laptop issue, blog was the first response. Now @Dell on Twitter will typically be first. #blogchat 21 minutes ago Favorite Retweet Reply

LionelatDell Lionel Menchaca Getting back to recruiting bloggers. 1) show them existing customer interest in their topic of expertise. #blogchat 24 minutes ago Favorite Retweet Reply

LionelatDell Lionel Menchaca @eswayne 3) any issue currently in litigation 4) @LionelatDell judgement call :) #blogchat 25 minutes ago Favorite Retweet Reply

LionelatDell Lionel Menchaca @eswayne here's where Legal is involved 1) any safety-related post 2) any very direct comparison to a competing product (cont.) #blogchat 25 minutes ago Favorite Retweet Reply

LionelatDell Lionel Menchaca @RichardatDell was a Dell brand defender out on the web like I had never seen. He's still tops in brand management on the web. #blogchat 26 minutes ago Favorite Retweet Reply

LionelatDell Lionel Menchaca Blogging customers through the battery recall was one thing that put us on the map. #blogchat 28 minutes ago Favorite Retweet Reply

LionelatDell Lionel Menchaca @MissionEngage through that cycle of 12 posts... and having @RichardatDell commenting on web caused customers and media to listen #blogchat 29 minutes ago Favorite Retweet Reply

LionelatDell Lionel Menchaca @MissionEngage... Dell was first of 12 companies to issue battery recall. Had 12 posts on the topic. That started a community. #blogchat 30 minutes ago Favorite Retweet Reply

LionelatDell Lionel Menchaca @ @MissionEngage Yes it did. Blogging about the flaming notebook wasn't a popular thing inside Dell at the time. (cont.) #blogchat 32 minutes ago Favorite Retweet Reply

LionelatDell Lionel Menchaca @ @jwongjk We were lucky (kinda). The blogosphere was at our door. I blogged about the flaming laptop on day 3 dell.to/ns1CkE #blogchat 33 minutes ago Favorite Retweet Reply

LionelatDell Lionel Menchaca At first,due to the level of negativity, many of our folks were scared off. Look at the early archives in 2006. I wrote a lot. #blogchat 36 minutes ago Favorite Retweet Reply

LionelatDell Lionel Menchaca @ @AngelaMaiers Pretty much after the first couple of weeks, @Dell employees saw that the blog was reaching customers. #blogchat 38 minutes ago Favorite Retweet Reply

LionelatDell Lionel Menchaca @ @AngelaMaiers First off... success brings interest. In the early days it was me + a supporting cast of 4 others. (cont.) #blogchat 40 minutes ago Favorite Retweet Reply

LionelatDell Lionel Menchaca @TheMeekWatcher when we blog the right way to connect with customers on tough issues, top blogger pay attention. It buys cred. #blogchat 42 minutes ago Favorite Retweet Reply

LionelatDell Lionel Menchaca @TheMeekWatcher.. when we blog about the tough things like battery recalls, or the recent Intel chipset issue, customers respond #blogchat 42 minutes ago Favorite Retweet Reply

LionelatDell Lionel Menchaca @ @TheMeekWatcher No I don't. Sure, reaching top bloggers is nice, but connecting with customers is most important. #blogchat 44 minutes ago Favorite Retweet Reply

LionelatDell Lionel Menchaca @ @BarryBirkett Yes.. many times, it's best not to over-complicate @Content_Money 45 minutes ago Favorite Retweet Reply

LionelatDell Lionel Menchaca @ @CorettaJackson Yes, that was part of it. But after we launched the blog, customers were happy to tell us what sucked :) #blogchat 46 minutes ago Favorite Retweet Reply

LionelatDell Lionel Menchaca @ @Content_Money Honest, human, passionate #blogchat 48 minutes ago Favorite Retweet Reply

LionelatDell Lionel Menchaca @ @chrisyates11 Oh yes... I've heard stories :) #blogchat @susanbeebe 49 minutes ago Favorite Retweet Reply

LionelatDell Lionel Menchaca @ @Precision360 Yes.. we were reading everything... blog posts, forum threads, etc. @AdamBritten 49 minutes ago Favorite Retweet Reply

LionelatDell Lionel Menchaca @marcapitman Both, but more on the crisis side. @jeffjarvis was a leading indicator that we needed to fix cust service in the US #blogchat 50 minutes ago Favorite Retweet Reply

LionelatDell Lionel Menchaca @140on360 3) what's happening on the social web. Things work best when we get that balance right #blogchat 53 minutes ago Favorite Retweet Reply

LionelatDell Lionel Menchaca @ @140on360 Yes... content is a mix of 1) what our customers are asking for 2) what contributors want to share and.... #blogchat 54 minutes ago Favorite Retweet Reply

LionelatDell Lionel Menchaca @ @Precision360 We started by listening in April 2006... back then we used an @Technorati search string and read LOTS of posts #blogchat 55 minutes ago Favorite Retweet Reply

LionelatDell Lionel Menchaca

We started with 4 other contributors + me.. we knew we needed to discuss customer service, technology and of course our products. #blogchat 56 minutes ago Favorite Retweet Reply

LionelatDell Lionel Menchaca For @Dell, @MichaelDell and my then boss Bob Pearson made it clear that the scope of our blog was what customers wanted to discuss #blogchat 58 minutes ago Favorite Retweet Reply

LionelatDell Lionel Menchaca @ @MackCollier On sustaining a blog for 5 years or any amount of time... start with defining the scope and objective #blogchat 1 hour ago Favorite Retweet Reply

LionelatDell Lionel Menchaca Hello everyone... and welcome to tonight's #blogchat. I'm thrilled to be here. 1 hour ago