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I'm thinking about the response I'd choose if I were in one of the CEO seats at RIM, and I'm not sure I could have improved on this response. As noted, it's ki

I'm thinking about the response I'd choose if I were in one of the CEO seats at RIM, and I'm not sure I could have improved on this response. As noted, it's kind of content free and does not acknowledge any responsibility. But RIM had to make SOME short-term press release response that communicates the company strengths. No response would carry risk of a strong negative press and social media response. At the same time, I'm not sure they could have clearly addressed any of the specific criticisms in the open letter, for fear of prematurely revealing company strategies and plans. (And don't give me a line about how companies need to be more open; every company with any competition has to be ever vigilant about that, for competitive and other reasons.) Note also that they didn't claim any of the specific criticisms were invalid. (Well, actually maybe they could have toned down the FUD on the source in the first paragraph a bit. But I think they had to include some of it, frankly; unless/until a RIM exec publicly claims responsibility, none of us know for sure it's from who it claims it is.)

mikecane 15y ago
Ed Colligan of Palm responded with more substance to Engadget during the Foleo debacle. That was one product. That RIM employee letter addresses systemic issues at a company about to slide into a Nokian abyss and in response they put out that? [typo edit]
- Hari_Seldon 15y ago
  "a Nokian abyss" I like this, think I'll use it
schmittz 15y ago
I completely disagree. A company can be frank and honest without revealing anything. Of course they needed to release a press statement in immediate response. The press release could have been written much better as to not sound so nonchalant about the whole situation. For instance, they could have acknowledged the shortcomings of their current product and announced that their current roadmap's focus was on developing innovative, superior products. They could have also said that in light of the letter, they were beginning a new internal dialogue to allow employees to address problems in the company subsequently increasing profit, productivity, and potential.
- goalieca 15y ago
  it's hard to be frank and honest without having investor confidence and stock prices drop. That's truly who the audience of the letter was.
  - schmittz 15y ago
    Your point is murky. Usually investors are ahead of "the news." Some of the best examples of this are actually with Apple (go figure). The days after a major product launch the stock usually falls several percent. This can be attributed to the fact that people buy in leading up to the event and cash out afterwards. Analysts had moderate estimates for RIM's quarterly, they came in way under (making it extra funny they emphasized their "strong" earnings in their response) and their stock price fell 20% that day. They know their hurt, their investors now know they're hurting (they had an idea before, hence moderate estimates), the letter was aimed at convincing the public they're just fine. Honesty works, look at the recent Domino's PR campaign, sales are up after admitting their product was shitty.
  - JanezStupar 15y ago
    And? Do you remember how Wall Street pundits jumped when Larry Page did some frank thinking? Nothing happened. They went on and silently released Google+ this week - its interesting to see market react to all this. Market analysts want to hype up the stocks. And any amount of introspection on the company's sides negates their efforts. Thats why they are pissed when somebody stops shoveling the crap. But markets themselves don't really care - if a company does good - it WILL reflect on its stock price.
Angostura 15y ago
I think the obvious tactic, would be to say "The open letter identifies issues that we too have identified and take very seriously at RIM, our current restructuring is specifically designed to address them and other issues that we believe will propel into a new era of growth. In terms of user experience we are doing X. We are strengthening our software management by doing Y." You take the criticism, acknowledge it and parlay it into a skillful advertisement for your forthcoming strengths. If you;re really smart you circulate the open letter yourself anonymously in the first place. It would appear that the people in RIM's PR department are not really smart.
- Helianthus 15y ago
  The funny thing is, it's only on circles like these at HN that it seems the corporation should "take the criticism." As far as investors/Wall Street/the wider public goes, the non-answer might actually be the better response. Appearing to take the criticism seriously could be more damaging--hopefully internally, they are indeed taking the criticism seriously.
  - brettnak 15y ago
    We all know this because we, in theory, all want to operate ethical companies, and companies that stand for what they are, not how they seem. We endeavor to seem as we are. Perhaps blackberry could once again lead the pack if instead of improving their image, they improved their company and let the image follow.

mikecane 15y ago

Ed Colligan of Palm responded with more substance to Engadget during the Foleo debacle. That was one product. That RIM employee letter addresses systemic issues at a company about to slide into a Nokian abyss and in response they put out that? [typo edit]

Hari_Seldon 15y ago
"a Nokian abyss" I like this, think I'll use it

schmittz 15y ago

I completely disagree. A company can be frank and honest without revealing anything. Of course they needed to release a press statement in immediate response. The press release could have been written much better as to not sound so nonchalant about the whole situation. For instance, they could have acknowledged the shortcomings of their current product and announced that their current roadmap's focus was on developing innovative, superior products. They could have also said that in light of the letter, they were beginning a new internal dialogue to allow employees to address problems in the company subsequently increasing profit, productivity, and potential.

goalieca 15y ago
it's hard to be frank and honest without having investor confidence and stock prices drop. That's truly who the audience of the letter was.
- schmittz 15y ago
  Your point is murky. Usually investors are ahead of "the news." Some of the best examples of this are actually with Apple (go figure). The days after a major product launch the stock usually falls several percent. This can be attributed to the fact that people buy in leading up to the event and cash out afterwards. Analysts had moderate estimates for RIM's quarterly, they came in way under (making it extra funny they emphasized their "strong" earnings in their response) and their stock price fell 20% that day. They know their hurt, their investors now know they're hurting (they had an idea before, hence moderate estimates), the letter was aimed at convincing the public they're just fine. Honesty works, look at the recent Domino's PR campaign, sales are up after admitting their product was shitty.
- JanezStupar 15y ago
  And? Do you remember how Wall Street pundits jumped when Larry Page did some frank thinking? Nothing happened. They went on and silently released Google+ this week - its interesting to see market react to all this. Market analysts want to hype up the stocks. And any amount of introspection on the company's sides negates their efforts. Thats why they are pissed when somebody stops shoveling the crap. But markets themselves don't really care - if a company does good - it WILL reflect on its stock price.

Angostura 15y ago

I think the obvious tactic, would be to say "The open letter identifies issues that we too have identified and take very seriously at RIM, our current restructuring is specifically designed to address them and other issues that we believe will propel into a new era of growth. In terms of user experience we are doing X. We are strengthening our software management by doing Y." You take the criticism, acknowledge it and parlay it into a skillful advertisement for your forthcoming strengths. If you;re really smart you circulate the open letter yourself anonymously in the first place. It would appear that the people in RIM's PR department are not really smart.

Helianthus 15y ago
The funny thing is, it's only on circles like these at HN that it seems the corporation should "take the criticism." As far as investors/Wall Street/the wider public goes, the non-answer might actually be the better response. Appearing to take the criticism seriously could be more damaging--hopefully internally, they are indeed taking the criticism seriously.
- brettnak 15y ago
  We all know this because we, in theory, all want to operate ethical companies, and companies that stand for what they are, not how they seem. We endeavor to seem as we are. Perhaps blackberry could once again lead the pack if instead of improving their image, they improved their company and let the image follow.