The cast iron rule in disaster comms is to tell customers what's happened as soon as you know anything. All RIM needed to do was to post a message that it was aware of the problem, was sorry and was taking immediate steps to rectify it. Instead, silence.
It's beyond comprehension that RIM didn't have an emergency plan and that comms wasn't part of it. All I can assume is that the comms element lacked real authority.
Chris Myers, MD, C J Communications.