A compelling blog analysis today concludes RIM’s strategy to “do an Apple” and control the Blackberry Blackout from the centre failed badly.
Rory Cellan-Jones, the BBC’s Technology correspondent points out that it took 36 hours for RIM to give the world any explanation of what had happened. He was told PR executives argued for more openness from the start but were overruled in favour of a communications strategy to - say as little as possible and control the message from the centre in Canada.
Blackberry's founder Mike Lazaridis is on record as saying services are "fully restored" following a three-day global blackout and would now begin a full investigation. He said: "We know we've let many of you down. You expect more from us. I expect more from us," he said.
Happier Days! The Queen is presented with a new Blackberry
I am staying with the Blackberry brand. For me it still has no serious competitior. It is not too late for Blackberry to recover its trust with its customers - if it is faster and more open about any future problem.
For RIM, however, it is already too late to stop the Blackberry Crumble being developed as a crisis management case study to be studied and debate by PR professionals and academics worldwide.
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