Reputation management: RIM should seek PR advice

Reputation management: RIM should seek PR advice

Anna Heaton

Anna Heaton

This week hasn’t been great for BlackBerry or RIM’s reputation. With severe blackouts reported worldwide, affecting services such as BlackBerry Messenger and email, extreme inconvenience has hit Blackberry users, especially those who depend on the technology for their business and staff. Millions of BlackBerry users have entered their third day of an internet blackout, with no word on when the service will be restored. This isn’t good reputation management – the industry mantra when faced with a crisis is, ‘tell it all, tell it fast, tell it now’. RIM is not telling anyone anything...two tweets during three days of blackout?

Social media has been rife with complaints, with many people threatening to turn their backs on BlackBerry and make the move to iPhone or Android. Since I switched to the smartphone world a few years ago, I’ve always had a BlackBerry and have never looked back. But when the recent blackouts began, I felt worryingly lost without instant access to Facebook, my work emails and BBM. But what really irritated me was the fact that answers weren’t communicated, as RIM declined to comment on the situation, as reported by the national media.

It’s really important businesses are honest and transparent, and keep their customers’ best interests at heart - showing failure isn’t always as bad as they might think! Clearly there was a fault with connectivity and I found it frustrating that these faults were not made public. The RIM Twitter page remained almost silent, at a time when it should have been constantly active. An explanation, even through social media channels, would have made me much more accepting of the problem, as we all understand that technology can be temperamental – even for huge corporate companies such as RIM.

Has my love of BlackBerry been affected? Well, as a loyal user, I haven’t considered switching my phone, but it’s really made me think about reputation management and how important it is, even for the well-established big brands. It’s definitely given me some food for thought this week.

Share this story:

Read more from the blog

Blog

SAG-AFTRA Strikes and the Ripple Effect on AI Adoption

The influence of the recent SAG-AFTRA strikes extends far beyond pay. Driven by concerns over fair compensation and working conditions, the strikes have highlighted broader issues surrounding the relationship between technology (AI in particular) and labour. ...Read more

Emily Royle
Emily Royle
Blog

From potato to progress: Addressing communication breakdowns

Miscommunication and misunderstanding are part and parcel of life. They happen often, and if corrected in good time, no big deal. But what happens when there’s a communication breakdown that is left unaddressed? The relationship breaks down too. ...Read more

Charlotte Stoel
Charlotte Stoel
Blog

Pan-European PR: It’s so much more than translation

We often consider translation to be at the heart of communicating across borders - but Pan-European PR is so much more. ...Read more

Megan Hogg
Megan Hogg

Add a comment

Time limit exceeded. Please complete the captcha once again.

This site uses Akismet to reduce spam. Learn how your comment data is processed.

Is it time to shape your reputation?

We operate in London, Paris and Munich, and have a network of like-minded partners across the globe.

Get in touch

Sign up to Spark, our newsletter

Receive thought pieces from our leadership team, views on the news, tool of the month and light relief for comms folk

You can unsubscribe at any time, please read our privacy policy for more information