Anne Marie, I couldn’t agree with you more about the lack of communication that happened around RIM’s service failure. Given technology there are glitches that can happen, however proper communication and crisis management needs to be followed for the survival of the “image” of the company or organization.
The BP in my opinion is another organization that failed to effectively communicate with stakeholders and the public during the 86 day oil spill!
I agree with you I think you definitely need to call a press conference. Absolutely you need to take accountability for your actions by apologizing. Also I think that the message should be well crafted and rehearsed to make sure it is sincere and is accurate. In crisis situations we often are moving so fast without reflecting and that is when an even bigger mistake can be made if you don’t air on the side of caution.
The RIM providers that supply the service to customers, BELL, TELUS and Rogers must have also been frustrated with the outage as well. This was an unforeseen event, which ultimately would have impacted their customers, even though the situation was out of their hands.
I wonder how many phone calls were made to their company’s support departments? Or how many people went into the stores to complain or even switch during that time period as a result. It would be interesting to know.
Do you think the providers should have also addressed the situation? If I were a provider I definitely would have.
Ultimately RIM failed to manage and maintain their image during this crisis. Will giving consumers free apps ultimately keep them loyal to blackberry… probably not!
I like your suggestion Anne-Marie to credit their bill. The only problem I would see is how would they actually know how much to credit? I guess they might be able to average usage and also wouldn’t it add up quickly as it would be an out of the pocket expense for the organization?