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Dennis M. Kennedy Dennis M. Kennedy
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Tom Mighell Tom Mighell
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Marty Schwimmer Marty Schwimmer
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Ernest Svenson Ernest Svenson
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Denise Howell is a seasoned appellate and intellectual property litigator based in Los Angeles. Denise writes one of the first and most popular law-related blogs, Bag and Baggage, coined the term "blawg" and helped pioneer podcasting for lawyers. Microcontent obsessed since 2001, she is frequently quoted in the media on legal issues involving intellectual property and technology law. "Sound Policy" is Denise's show at IT Conversations, and it's also what she hopes results from the briefs she submits to court. Email Denise at dhowell@gmail.com.

Dennis Kennedy is a computer lawyer and legal technology expert based in St. Louis, Missouri. An award-winning author, a frequent speaker and a widely-read blogger, he has more than 300 publications on legal, technology and Internet topics, many of which are collected in his e-books. Dennis has been described as someone who knows almost every rock song in existence and, more importantly, how they apply to technology and law. Email Dennis at his gmail address.

Tom Mighell is Senior Counsel and Litigation Technology Support Coordinator at Cowles & Thompson in Dallas. He has published the Internet Legal Research Weekly newsletter since 2000 and blogged about the Internet and legal technology at Inter Alia since August of 2002. With Tom's singing, Ernie on guitar and Dennis' encylopedic knowledge of rock music, we may have the beginnings of a good band, if this whole blog thing doesn't work out. Email Tom at tmighell@swbell.net.

Marty Schwimmer left a partnership in the largest trademark practice in the world and founded Schwimmer Mitchell, a full-service IP micro-boutique in Westchester County, New York, where he represents owners of famous and not yet famous trademarks. He founded The Trademark Blog, the first IP law blog and the one with the most pictures. He is the first to come in and the last to leave in his firm. Email Marty at marty@schwimmerlegal.com.

Ernest Svenson practices law with a mid-sized law firm in New Orleans, specializing in business-related lawsuits. Most of his practice takes place in federal court, especially the Eastern District. He is best known for his weblog Ernie the Attorney, which he started as an experiment. Like many experiments it got out of control. Nevertheless, he continues to practice law and, occasionally, to seek enlightenment. Email Ernest at esvenson@gmail.com.
About this blog
Between Lawyers provides just-in-time group commentary on the issues raised when technology, culture and the law intersect. We take you behind the firewalls and conference room doors to show you how experienced lawyers deal with these issues and help you prepare for the new challenges we all face. For more, see our introductory post.
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August 28, 2005

Another reason to start a blog: better customer service

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Posted by Tom Mighell

If you follow Jeff Jarvis' great Buzzmachine blog, you'll know that he has been on a tear this summer about some terrible customer service from Dell (his own "Dell Hell," as he terms it). You can read the whole saga here. As a result of his posts, Dell has now instituted new policies for dealing with the blogosphere. The company is going to monitor blog posts for customer dissatisfaction and then contact those who can be identified.

This is great news for Jarvis and for other Dell users with blogs, but what about the rest of the Dell users? Dell's response seems to be saying that the only customer complaints they care about are those that can easily be made public, via a blog. I'd love to see some details about how all Dell customers will see improved service. Until then, the moral of this story is: get your own blog.

Comments (6) + TrackBacks (0) | Category: Provocations


COMMENTS

1. the head lemur on August 29, 2005 12:46 PM writes...

But Wait! There's More!

"We'll also be glad to talk with him about the broader issues--we have not outreached as of yet, but we're looking at the best way to do so."

Dear Jen,
at the bottom of almost every post on almost every blog is a little link called Comment. With this arcane yet useful tool you can 'outreach' from the comfort of your chair.
http://theheadlemur.typepad.com/ravinglunacy/2005/08/good_news_for_m.html

Permalink to Comment

2. Ulises Fonseca on November 1, 2006 1:00 AM writes...

ullefjuoef

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3. Ulises Fonseca on November 1, 2006 1:01 AM writes...

ullefjuoef

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4. Devan Renner on November 1, 2006 1:29 PM writes...

xeurdx

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5. Devan Renner on November 1, 2006 1:30 PM writes...

xeurdx

Permalink to Comment

6. BarneyGrimes on May 7, 2007 2:54 PM writes...

Interesting Post.
I'd never heard that before.

Barney

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