An Open Letter From a RIM Employee
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    An Open Letter From a RIM Employee


    No doubt RIM is going through a turbulent time right now. Sometimes when a company goes through these times, tensions rise in house and can cause a terrible division from within. Other times, the same tension could cause certain things to be brought to light that may not have been discussed before. BGR has apparently received an open letter from a RIM employee addressed to the top guys. The letter has an honest, fresh and fairly smart point of view on RIM's future, in which this RIM employee begs Mike and Jim to focus on user experience first among other key aspect of future innovation.

    Check out the letter in its enterity.

    To the RIM Senior Management Team:

    I have lost confidence.

    While I hide it at work, my passion has been sapped. I know I am not alone — the sentiment is widespread and it includes people within your own teams.

    Mike and Jim, please take the time to really absorb and digest the content of this letter because it reflects the feeling across a huge percentage of your employee base. You have many smart employees, many that have great ideas for the future, but unfortunately the culture at RIM does not allow us to speak openly without having to worry about the career-limiting effects.

    Before I get into the meat of the matter, I will say I am not part of a large group of bitter employees wishing to embarrass us. Rather, I believe these points need to be heard and I desperately want RIM to regain its position as a successful industry leader. Our carriers, distributors, alliance partners, enterprise customers, and our loyal end users all want the same thing… for BlackBerry to once again be leading the pack.

    We are in the middle of major “transition” and things have never been more chaotic. Almost every project is falling further and further behind schedule at a time when we absolutely must deliver great, solid products on time. We urge you to make bold decisions about our organisational structure, about our culture and most importantly our products.

    While we anxiously wait to see the details of the streamlining plan, here are some suggestions:

    1) Focus on the End User experience

    Let’s obsess about what is best for the end user. We often make product decisions based on strategic alignment, partner requests or even legal advice — the end user doesn’t care. We simply have to admit that Apple is nailing this and it is one of the reasons they have people lining up overnight at stores around the world, and products sold out for months. These people aren’t hypnotized zombies, they simply love beautifully designed products that are user centric and work how they are supposed to work. Android has a major weakness — it will always lack the simplicity and elegance that comes with end-to-end device software, middleware and hardware control. We really have a great opportunity to build something new and “uniquely BlackBerry” with the QNX platform.

    Let’s start an internal innovation revival with teams focused on what users will love instead of chasing “feature parity” and feature differentiation for no good reason (Adobe Flash being a major example). When was the last time we pushed out a significant new experience or feature that wasn’t already on other platforms?

    Rather than constantly mocking iPhone and Android, we should encourage key decision makers across the board to use these products as their primary device for a week or so at a time — yes, on Exchange! This way we can understand why our users are switching and get inspiration as to how we can build our next-gen products even better! It’s incomprehensible that our top software engineers and executives aren’t using or deeply familiar with our competitor’s products.

    2) Recruit Senior SW Leaders & enable decision-making

    I’m going to say what everyone is thinking… We need some heavy hitters at RIM when it comes to software management. Teams still aren’t talking together properly, no one is making or can make critical decisions, all the while everyone is working crazy hours and still far behind. We are demotivated. Just look at who our major competitors are: Apple, Google & Microsoft. These are three of the biggest and most talented software companies on the planet. Then take a look at our software leadership teams in terms of what they have delivered and their past experience prior to RIM… It says everything.

    3) Cut projects to the bone.

    There is a serious need to consolidate our focus to just a handful of projects. Period.

    We need to be disciplined here. We can’t afford any more initiatives based on carrier requests to squeeze out slightly more volume. Again, back to point #1, focus on the end users. They are the ones making both consumer & enterprise purchase decisions.

    Strategy is often in the things you decide not to do.

    On that note, we simply must stop shipping incomplete products that aren’t ready for the end user. It is hurting our brand tremendously. It takes guts to not allow a product to launch that may be 90% ready with a quarter end in sight, but it will pay off in the long term.

    Look at Apple in 1997 for tips here. I really want you to watch this video because it has never been more relevant. It is our friend Steve Jobs in 97 and it may as well be you speaking to RIM employees and partners today. https://www.youtube.com/watch?v=3LEXae1j6EY

    4) Developers, not Carriers can now make or break us

    We urgently need to invest like we never have before in becoming developer friendly. The return will be worth every cent. There is no polite way to say this, but it’s true — BlackBerry smartphone apps suck. Even PlayBook, with all its glorious power, looks like a Fisher Price toy with its Adobe AIR/Flash apps.

    Developing for BlackBerry is painful, and despite what you’ve been told, things haven’t really changed that much since Jamie Murai’s letter. Our SDK / development platform is like a rundown 1990′s Ford Explorer. Then there’s Apple, which has a shiny new BMW M3… just such a pleasure to drive. Developers want and need quality tools.

    If we create great tools, we will see great work. Offer **** tools and we shouldn’t be surprised when we see **** apps.

    The truth is, no one in RIM dares to tell management how bad our tools still are. Even our closest dev partners do their best to say it politely, but they will never bite the hand that feeds them. The solution? Recruit serious talent, buy SDK/API specialist companies, throw a truckload of money at it… Let’s do whatever it takes, and quickly!

    5) Need for serious marketing punch to create end user desire

    25 million iPad users don’t care that it doesn’t have Flash or true multitasking, so why make that a focus in our campaigns? I’ll answer that for you: it’s because that’s all that differentiates our products and its lazy marketing. I’ve never seen someone buy product B because it has something product A doesn’t have. People buy product B because they want and lust after product B.

    Also an important note regarding our marketing: a product’s technical superiority does not equal desire, and therefore sales… How many Linux laptops are getting sold? How did Betamax go? My mother wants an iPad and iPhone because it is simple and appeals to her. Powerful multitasking doesn’t.

    BlackBerry Messenger has been our standout, yet we wasted our marketing on strange stories from a barber shop to a horse wrangler. I promise you, this did nothing to help us in the mind of the average consumer.

    We need an inventive and engaging campaign that focuses on what we are about. People buy into a brand / product not just because of features, but because of what it stands for and what it delivers to them. People don’t buy “what you do,” people buy “why you do it.” Take 3 minutes to watch the this video starting from the 2min markhttp://youtu.be/qp0HIF3SfI4

    6) No Accountability – Canadians are too nice

    RIM has a lot of people who underperform but still stay in their roles. No one is accountable. Where is the guy responsible for the 9530 software? Still with us, still running some important software initiative. We will never achieve excellence with this culture. Just because someone may have been a loyal RIM employee for 7 years, it doesn’t mean they are the best Manager / Director / VP for that role. It’s time to change the culture to deliver or move on and get out. We have far too many people in critical roles that fit this description. I can hear the cheers of my fellow employees now.

    7) The press and analysts are pissing you off. Don’t snap. Now is the time for humility with a dash of paranoia.

    The public’s questions about dual-CEOs are warranted. The partnership is not broken, but on the ground level, it is not efficient. Maybe we need our Eric Schmidt reign period.

    Yes, four years ago we beat Microsoft when everyone said Windows Mobile with Direct Push in Exchange would kill us. It didn’t… in fact we grew stronger.

    However, overconfidence clouds good decision-making. We missed not boldly reacting to the threat of iPhone when we saw it in January over four years ago. We laughed and said they are trying to put a computer on a phone, that it won’t work. We should have made the QNX-like transition then. We are now 3-4 years too late. That is the painful truth… it was a major strategic oversight and we know who is responsible.

    Jim, in referring to our current transition recently said: “No other technology company other than Apple has successfully transitioned their platform. It’s almost never done, and it’s way harder than you realize. This transition is where tech companies go to die.”

    To avoid this death, perhaps it is time to seriously consider a new, fresh thinking, experienced CEO. There is no shame in no longer being a CEO. Mike, you could focus on innovation. Jim, you could focus on our carriers/customers… They are our lifeblood.

    8) Democratise. Engage and interact with your employees — please!

    Reach out to all employees asking them on how we can make RIM better. Encourage input from ground-level teams—without repercussions—to seek out honest feedback and really absorb it.

    Lastly, we’re all reading the news and many are extremely nervous, especially when we see people get fired. We need an injection of confidence: share your strategy and ask us for support. The headhunters have already started circling and we are at risk of losing our best people.

    Now would be a great time to internally re-brand and re-energize the workplace. For example, rename the company to just “BlackBerry” to signify our new focus on one QNX product line. We should also address issues surrounding making RIM an enjoyable workplace. Some of our offices feel like Soviet-era government workplaces.

    The timing is perfect to seriously evaluate at our position and make these major changes. We can do it!

    Sincerely,

    A RIM Employee
    So there you have it. Strong words and feelings are shown. Many of us feel the same way so hopefully this will inspire RIM to look within to help improve itself as a company.
    Last edited by AgentBlackBerry; 06-30-2011 at 12:56 PM.




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    sabisgeek's Avatar
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    Smart guy. He listed all the things that are 'wrong' with RIM, and more. What's nice about it is that its blunt and to the point, which shows that the employees are seriously worried/fed up of RIM.
    Hopefully RIM will respond positively

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    Well we have all been saying the same about the customer side for a long while.
    Thats why I carry an Android as well now.
    But with Google+ the Droid is winning and the Berry is slowly going into the bin.

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    This person loves this comapny.
    He / she wants the best and nothing more then the best for this comapny, as do we.
    It should be about the end user, they (we) buy the product. If I can't get what I want from a company, I'll go and get it from a company that does have what I want.
    Im voting this person to be the next CEO.

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    Since that they're now using the same chipset (qualcomm snapdragon and adreno gpu's) they can unify their os development rather than have seperate teams work on each seperate device. That alone would speed up quite a bit. One os, All devices, no need to tweak the os for each device, creating so many installers. Rather One Version, One Installer, all devices; turning software development into a purely software centric rather than device centric development phase. the changes specific to device should be limited to a configuration script (similar to build.prop from android devices but with much more details that include dimension, virtual keyboard support, radio type, etc, etc, etc)

    the only other closed proprietary company already does this (apple). Many PC centric companies do this as well, especially in the graphics industry. Both Nvidia and AMD(formerly ATI) have unified architectures and unified drivers that cover all variants of the hardware.
    AgentBlackBerry and Joe Jerde like this.
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    Below is a copy of a Cadillac response to a competative ad run back in the early 1900's. It could have been said of RIM during the time Apple was coming on strong. It is sometimes very difficult for management to see the threat of new or emerging technology when they feel they have a lock on their key industry segment. It does reside at the top and if they do not see it or embrace change they will fall by the way side. There is a book by Spencer Johnson, MD called Who Moved My Cheese which deals with change. Below is a summary:

    Change Happens
    They Keep Moving the Cheese

    Anticipate Change
    Get Ready for the Cheese to Move

    Monitor Change
    Smell the Cheese Often So You Know When it is Getting Old

    Adapt to Change Quickly
    The Quicker You Let Go of Old Cheese, the Sooner You Can Enjoy New Cheese

    Change
    Move with the Cheese

    Enjoy Change!
    Savor the Adventure and Enjoy the Taste of New Cheese!

    Be Ready to Change Quickly and Enjoy it Again and Again
    They Keep Moving the Cheese
    ______

    This can take place in life as well as the work place. RIM needs to step back and take a look at not only the end user but themselves and decide if they want to stay in this game.

    Below is the Cadillac ad response:

    THE PENALTY OF LEADERSHIP



    In every field of human endeavour, he that is first must perpetually live in the white light of publicity. Whether the leadership be vested in a man or in a manufactured product, emulation and envy are ever at work. In art, in literature, in music, in industry, the reward and the punishment are always the same. The reward is widespread recognition; the punishment, fierce denial and detraction. When a man’s work becomes a standard for the whole world, it also becomes a target for the shafts of the envious few. If his work be mediocre, he will be left severely alone - if he achieves a masterpiece, it will set a million tongues a-wagging. Jealousy does not protrude its forked tongue at the artist who produces a commonplace painting. Whatsoever you write, or paint, or play, or sing, or build, no one will strive to surpass or to slander you unless your work be stamped with the seal of genius. Long, long after a great work or a good work has been done, those who are disappointed or envious, continue to cry out that it cannot be done. Spiteful little voices in the domain of art were raised against our own Whistler as a mountback, long after the big would had acclaimed him its greatest artistic genius. Multitudes flocked to Bayreuth to worship at the musical shrine of Wagner, while the little group of those whom he had dethroned and displaced argued angrily that he was no musician at all. The little world continued to protest that Fulton could never build a steamboat, while the big world flocked to the river banks to see his boat steam by. The leader is assailed because he is a leader, and the effort to equal him is merely added proof of that leadership. Failing to equal or to excel, the follower seeks to depreciate and to destroy - but only confirms once more the superiority of that which he strives to supplant. There is nothing new in this. It is as old as the world and as old as human passions - envy, fear, greed, ambition, and the desire to surpass. And it all avails nothing. If the leader truly leads, he remains - the leader. Master-poet, master-painter, master-workman, each in his turn is assailed, and each holds his laurels through the ages. That which is good or great makes itself known, no matter how loud the clamor of denial. That which deserves to live - lives.
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    Quote Originally Posted by Poita316 View Post
    This person loves this comapny.
    He / she wants the best and nothing more then the best for this comapny, as do we.
    It should be about the end user, they (we) buy the product. If I can't get what I want from a company, I'll go and get it from a company that does have what I want.
    Im voting this person to be the next CEO.
    This person is getting canned... I can guarantee you that. I was talking to some RIM employees today and the mood they said was terrible today... everyone was just completely minding their own business and not talking about anything else but work...
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    Quote Originally Posted by JSLEnterprises View Post
    Since that they're now using the same chipset (qualcomm snapdragon and adreno gpu's) they can unify their os development rather than have seperate teams work on each seperate device. That alone would speed up quite a bit. One os, All devices, no need to tweak the os for each device, creating so many installers. Rather One Version, One Installer, all devices; turning software development into a purely software centric rather than device centric development phase. the changes specific to device should be limited to a configuration script (similar to build.prop from android devices but with much more details that include dimension, virtual keyboard support, radio type, etc, etc, etc)

    the only other closed proprietary company already does this (apple). Many PC centric companies do this as well, especially in the graphics industry. Both Nvidia and AMD(formerly ATI) have unified architectures and unified drivers that cover all variants of the hardware.
    100% agreed and this is kinda what they meant in their open response to the letter... like okay give us a chance here cuz this is definitely gonna be awesome...
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    Quote Originally Posted by JSLEnterprises View Post
    Since that they're now using the same chipset (qualcomm snapdragon and adreno gpu's) they can unify their os development rather than have seperate teams work on each seperate device. That alone would speed up quite a bit. One os, All devices, no need to tweak the os for each device, creating so many installers. Rather One Version, One Installer, all devices; turning software development into a purely software centric rather than device centric development phase. the changes specific to device should be limited to a configuration script (similar to build.prop from android devices but with much more details that include dimension, virtual keyboard support, radio type, etc, etc, etc)

    the only other closed proprietary company already does this (apple). Many PC centric companies do this as well, especially in the graphics industry. Both Nvidia and AMD(formerly ATI) have unified architectures and unified drivers that cover all variants of the hardware.
    Yep, this is huge.

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    Who else has heard that this could be a fake from BGR?

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    Quote Originally Posted by Joe Jerde View Post
    Who else has heard that this could be a fake from BGR?
    if its somehow proven to be fake, BGR's credit would take a major hit...
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    Man, you can really feel the negative vibe from the letter.

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    Improvise, Adapt and Overcome...three simple words which could transform RIM's business model. Ditching carrier input completely while increasing the number of quality app's and open releasing OS updates would do much to mend some of the customers who feel forgotten and abandoned.
    Just my humble opinion; this and $1.73 will get you a large coffee here in Texas.

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    Quote Originally Posted by AgentBlackBerry View Post
    100% agreed and this is kinda what they meant in their open response to the letter... like okay give us a chance here cuz this is definitely gonna be awesome...
    Well, only if they actually do this, and then push updates past the carriers directly to end users. The fact they're letting the middle men (carriers) also control this a major problem. But as far as seeing any hint of what I said in Rim's response letter, I did not see anything. and from ripping apart the new os7 builds, Its the same device centric style as their previous builds. They really need to get rid of their senior software project managers (not for the apps though, but they could also get a nice swift kick in the pants)
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    Quote Originally Posted by Joe Jerde View Post
    Who else has heard that this could be a fake from BGR?
    I dont know about it being fake, but maybe not from a top level employee... possibly an intern or a 'pawn' further down the chain (aka, an expendable, who probably already got the pink slip from their recent round of lay-off's)
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    Well if nothing else "Fake or Real" it has gotten the attention of RIM to respond. Now lets see some product being released.
    P. Blakeney

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    Quote Originally Posted by JSLEnterprises View Post
    I dont know about it being fake, but maybe not from a top level employee... possibly an intern or a 'pawn' further down the chain (aka, an expendable, who probably already got the pink slip from their recent round of lay-off's)
    That's a good point. Could be a disgruntled worker(s).

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