Larry Dignan

Larry Dignan is Editor in Chief of ZDNet and SmartPlanet as well as Editorial Director of ZDNet's sister site TechRepublic.

Rachel King

Rachel King is a staff writer for ZDNet based in San Francisco.

Latest Posts

Dell hits a rough patch

Nick Carr writes that Dell's pioneering direct sales model is showing signs of fatigue due to growing support costs: So there, perhaps, is the flaw in the direct sales model, particularly when it's applied to a commodity product like the PC: You have a cost disadvantage in customer support, which is hidden as long as support represents a fairly small portion of the each product's overall cost.

July 23, 2006 by Dan Farber

1 Comment

Yahoo!: No CRAP for Jessica Simpson

If you despise Digital Rights Management  technology (DRM) the way I do, then here's an opportunity to vote with your dollars for a DRM-free world.  In partnership with MusicNet, Yahoo!

July 21, 2006 by David Berlind

4 Comments

The customer is in charge: T-Mobile issues an apology (and my money back)

On Wednesday, in response to my publication of a recording of a call that took place between me and a customer service rep named Rudy at T-Mobile, Cornell Cunningham, senior manger of customer care at T-Mobile, phoned me to say he was appalled at Rudy's aggressiveness and the tone and that T-Mobile would be issuing me a refund for failed hot spot service (what I wanted in the first place).

July 21, 2006 by David Berlind

47 Comments

Google and the drag effect

The recent Hitwise numbers on Google show the same trend as in past months--search rules and the rest of the properties come along for the ride in the back seat. You would think that search, as well as an increasingly integrated set of communications services, would create more of a drag effect, upping the usage of other Google properties and drawing users away from competitors sites, but that doesn't seem to be the case.

July 21, 2006 by Dan Farber

Comments

A kinder, gentler but not humbled Microsoft emerges

As Bill Gates fades into the boardroom and focuses on his foundation, Microsoft is transitioning from its tendencies to strike preemptively at any moving target in its sights to a kindler, gentler corporate giant serving the global information industry, keeping regulators off its back and avoiding costly fines that drain the coffers.  Yesterday, the company announced a set of "voluntary"principles as guidelines for future Windows desktop development.

July 20, 2006 by Dan Farber

11 Comments