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On January 12, 2010, Google posted a message on its Official Blog announcing that the company would no longer cooperate with the Chinese government’s demands for limited censorship of Internet searches on its Google.cn portal and that it may...
On December 1st, 2009, Facebook CEO Mark Zuckerberg announced sweeping changes to the site’s privacy controls. The result was strong criticism from advocacy groups, but general ambivalence from end users. The question for Facebook is how to...
After the successful 2010 launch of Apple’s iPhone 4, complaints of dropped calls and reduced signal began to pour in from major tech blogs. Apple’s initial response was to deny it had a hardware issue. Soon after, Consumer Reports released a...
Disney’s California Adventure was part of an effort to increase traffic to the Disneyland Resort in Anaheim, and incentivize visitors to extend their vacations. With a goal of at least seven million annual visitors, however, the park...
On November 10, 2008, DHL announced that it would shut down the operations of its domestic shipping services in the United States. DHL must now communicate to its U.S. and international customers the implications of this business decision and...
This case study focuses on Raelyn Campbell, a former Best Buy customer, who is suing the company for $54 million. Campbell states Best Buy lost her laptop - while being serviced for repairs - and tried to cover up its disappearance for more...
As Carat USA was in the process of implementing a restructuring plan, a top HR executive accidentally forwarded the communication plan to the entire company via e-mail. The confidential document included the firm’s messages to employees,...
After deeming Dell’s customer service unsatisfactory, Jeff Jarvis, a well-known blogger, posted an extremely critical open letter to the company’s CEO. Within a matter of days, Dell had a full-blown crisis on its hands and was forced to...
Motorola, the producer of some of the most popular phones on the market, has recently fallen in the public estimation. With their last success hailing back to 2004, the company hinges on its newest product, the Android smartphone. With the...
The pet food poisoning scare of 2007, in which numerous pet food products were contaminated with melamine sourced from China, seriously damaged many of the afflicted firms’ reputations for safety and customer concern. Pet food industry leader...