segunda-feira, fevereiro 07, 2005: Bloggers unleash people power

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It started with a simple gripe posted on a weblog the blogger was unhappy that his new cellphone did not work as advertised.


It wasn't long before other angry bloggers chimed in with their own stories, flooding the “blogosphere” with a stream of complaints that culminated last month in a class action lawsuit against the second-largest wireless network operator in the US.

The lawsuit against Verizon Wireless and the way it came about highlights the challenges that weblogs, popularly known as blogs, pose to corporations.
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Hundreds of disgruntled Verizon Wireless customers took to the blogosphere to trade stories, swap hints about ways to adapt their phones and tell of their efforts to make the carrier correct the problem.

Several posted letters in which the company tried unsuccessfully to mollify its angry customers.

Verizon Wireless, which declined to discuss the lawsuit, found itself conducting a crisis-management exercise in full public view.

The northern Californian man who filed the lawsuit last month was one of those angry customers. He decided to sue after reviewing numerous blog entries and realising that many others had already unsuccessfully appealed to the company.

“Blogs were very instrumental in him being able to, in a relatively short time, determine that nobody was going to give him any relief,” said Michael Kelly of Kirtland & Packard, the law firm representing the plaintiff.
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FT.com

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