By now just about everyone knows about RIM’s little mishap last week with Blackberry email. Outages like these can hurt the reputation of any company, but for a tech company I think it’s much worse, especially for a company like RIM that is all about connectivity. Just to pile on a little more, it’s even more problematic for a company like RIM that has been losing market share for a long time.
While I haven’t followed every aspect of this story nor read every blog post that is available, it’s clear that RIM made some mistakes in handling this crisis. And believe me…it is a crisis. Years ago this issue might have gone unnoticed but in today’s world, where social media rules, how come RIM wasn’t better prepared to handle the crisis?
Just like the Boy Scouts say, you need to “be prepared.” Most companies I’ve worked with have policies and procedures in place in the event of a crisis, and I’m sure RIM does at some level. Considering that RIM has experienced outages before, you’d think they would have been better prepared. And I’m not talking about being better prepared to address the technical issues but being better prepared in getting their message out to customers in a more timely way.
Why did it take three days for the CEO to post a YouTube message concerning the problems? Did RIM monitor customer reaction on Twitter or Facebook? Did the company proactively address the issue or reactively reach out to customers? I’m not sure about the answer but from an outside observer’s standpoint they didn’t seem to be prepared at all.
A few thoughts about getting your crisis management plan mapped out.
- Be prepared. Have a crisis communications plan in place and update it each quarter.
- Make sure that you now have plans in place that address social media outlets.
- Investigate the issue and get your facts straight. Guessing doesn’t make the situation any better.
- “No comment” won’t cut it. And I’ve heard that RIM takes a “we don’t want to talk to the media about anything” stand which makes the situation even worse.
- Have a chain of command of spokespeople ready. You don’t want the wrong person sharing the wrong message with the public.
- Empower your communications team to move quickly and cut through the layers of opinion and second guessing so the response doesn’t take days to materialize.
In this day and age I find it highly unusual that companies still can get caught off-guard when a crisis hits. So how should companies like RIM approach these types of very public problems? Do you think that RIM addressed the issue effectively enough to minimize the damage to their reputation?