Rim Case Study

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Summarize the Case Research in Motion (RIM) is a company that produces popular communication devices, most notably the BlackBerry. RIM is also responsible for providing internet and email services to its customers. The company is known for its quick and reliable services. In April 2007 and again in February 2008, North American BlackBerry users experienced e-mail blackouts. The blackout in 2007 lasted for nine hours and the one in 2008 lasted for three hours. This failure was thought to be caused by a malfunction of one of the company’s main pathways, which was responsible for the connection between main email servers and RIM’s network. The Business partners of RIM seemed to be affected by the blackouts more than BlackBerry users. The partners began to question whether or not RIM could conduct services reliably. They feared that the blackouts may be the beginning of a trend of poor service. RIM has many successful competitors that are not experiencing this issue. To stay relevant in its field, RIM needed to act swiftly to resolve this issue. The pathway malfunction also caused the internet service to become interrupted, which could have even more devastating consequences. It was found that people were using devices such as smart phones to conduct business when they were out of the office. People used laptops in the past for such activities, but have since switched to smart phones as they are easier to transport and more convenient. Interruptible internet service will hinder the ability of these workers to successfully conduct business activities. Becoming known for unreliable services could irreparably damage RIM’s business. Can the basic interpersonal communication model be used as an aid in understanding the impact of two wireless email outages on BlackBerry users? If so, how? The interpersonal communication model could be used as an aid in

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