Boy Genius Report – a blog which follows technology, specifically phones – this week posted an open letter from one of their employees who obviously can’t publicly sign the letter … you know, cause they’d get fired … for being right.
Now, incase any of my potential future employers read this, don’t worry I’m not inclined to do this sort of thing about the companies that I work for. Quite frankly, if management doesn’t care enough to make sure the company that I’m working for is going to do something better than circling around a big drain, why should I care? I mean … um … no I pretty well mean that. (Actually I’m really excited, my new job is at a company that is one of the few that actually impress me, and I already use their service because I like the company)
It’s interesting, the letter if you read it, is obviously to the co-CEOs of RIM … who both don’t get it. But you could just as easily have written the exact same idea letter to the Christian church. There’s a reason that Christianity is continuing to lose “marketshare” and why in many cases the only growth that you’re seeing is in the developing world where people there just want anything that’s cheap. (And yes, I do happen to think that for example the Christian pastors in Uganda are a perfect example of cheap Christianity, and the people of that country are paying the price)
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.
While the challenges facing the Church aren’t the same as the ones facing the BlackBerry, they are incredibly similar.
The church and Christian leaders have a habit of appealing to the same people that used to make the church’s “business model” work. They strive to appeal to social conservatives, even though Jesus was anything but. They appeal to the fertility cultists who are interested in pushing a hetero-manditory approach that alienates the gays, the singles, and anyone who doesn’t find their primary identity through banging an opposite sex partner and rearing children. (Not that there’s anything wrong with that)
The fact is, Christianity is lucky that we’re not facing off against Apple, because quite frankly we’d lose. Apple tells people to come as they are, and use what they’re selling. The dominant western church asks people to come as they are … and then become entirely different people, because God can’t work with YOU. YOU need to become like US. Now, don’t misunderstand me as suggesting that the one of the major goals of a Christian life isn’t to be conformed to the character of Christ, it is. But I think that looks dramatically different than what the church has been selling. We’ve been telling people that Jesus looks like us, so people need to be like us … or rather you, cause trust me most Christians don’t think Jesus looks a thing like me. (He probably was shorter)
Apple asks people to come in, and learn how to use their easy to use products and then ENJOY! The church asks people to come in, and learn songs that sound kinda weird if you haven’t been raised a Christian, and to abide by a whole lot of rules and ways of doing things that seem pretty damned confusing.
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.
Software, for those that don’t know what it is, is what you see on your phone or computer’s screen. It’s everything that makes your phone do phone stuff, and do apps. Facebook is a piece of software, your phone’s dialler is a piece of software, your calculator is software, anything that isn’t a physical part of the phone, is software.
The experience of church beyond the building is software. Both the Evangelical and Catholic churches have BRILLIANT people who could be making the software of the church work. But their hands are tied. You could be coming to a church that every week feels engaging and like home, yet is new and worth being a part of every week. Now I realize that church technically should refer to the people, but for most church attenders, when they think of church they think of the meeting, so that’s what I’m talking about.
The church today competes with the school, the university, the work place, and the TV. The fact is that you can try and have your church’s music compete with American Idol, you can try and have your visuals compare to Pixar, and you can try and give your membership a sense of fulfillment that they simply don’t get from their every day life. But it’s damned hard, and it’s even harder when people are constantly run out of the church who can make things better, simply because they recognize the flaws inside the system.
The fact is, you can’t compete with school, university, work or TV. What you can do is provide something that’s unique, that’s life giving, and that’s unlike anything that any of the others are offering. But when you continually want to promote from within, and only do what’s been done before, with slight variations you’re only ever going to reach a very niche market.
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
Oh my goodness, I wish the church leadership could abide by this. Barna Group did a survey a while ago, asking young people what they though Christianity was about. 91% of non church goers and 80% of church goers said that they felt the term anti-homosexual defined Christianity. This was the same study that showed that young people in general are more and more viewing Christianity in a negative light.
Yes we have emergent churches that are often filled with young people, some of these are socially progressive, some are filled with neo-cons that think they’re progressive because their pastor mentions oral sex. While in some cases these churches represent at least some growth in the right direction, in many cases they’re bound up in systems that simply don’t work.
You could go to many of the most progressive post-evangelical churches and still find someone who can recommend a good accountability partner, (and look at you funny if you don’t know what one is) or who have trouble with the notion that you don’t need to be a Creationist to be a Christian.
In an attempt to be, “not of the world” the christian church has gotten bogged down in a million fights with society that aren’t helpful, don’t make sense, and disgrace the name of Christ … because we’re wrong about most of those fights.
We tell mothers not to abort their babies, but we don’t offer them any assistance with their children. One of the churches I grew up in, refused to let a baby shower be held for a member’s daughter because she was unmarried.
We tell gays not to be who they are, but even if they stayed celibate we make them feel like second class citizens. (Or we just run them out of any chance to serve or feel as if they’re part of the community … at least that was my experience at a church that I think would like to see itself as progressive … cause they use drums)
When Jesus was asked what the greatest command was, he replied that we should love God and love our neighbour. It’s funny, Jesus told us to cut these side projects too … we just didn’t listen to Him.
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 shit tools and we shouldn’t be surprised when we see shit 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!
Our tools do suck. When’s the last time you tried to get a non-Christian to go to church? It’s hard! You know why? Because the best we’ve got is bible studies that most people don’t really want to go to, church services that are confusing for anyone who hasn’t been doing this for years, and a spider web of contradictory ideology that we try to indoctrinate people with.
Our books suck too. (Not the Bible) We have a million books out there that tell people how to be a Christian, in many cases by people who don’t seem to have a clue what it means to be a Christian. I can’t tell you the number of times that I’ve met someone who’s “trying to be a Christian” and they don’t know what to do. In the end they settle for being a church person or they just drop out entirely.
Now this isn’t to say that all Christian books suck. If you’re looking for something good, I recommend Brian McLaren, as well as Harry Potter. (If you can figure out that Voldemort is bad, you can pretty well steer clear of most of the people who run churches into the ground)
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 mark: http://youtu.be/qp0HIF3SfI4
This advice is the only one that I wouldn’t say is true of the church. We have a huge marketing push these days. I’d sooner refer to the Steve Jobs video linked above where he was asked if Apple that year would market on TV. What Jobs said was that it’s more important to put great stuff out into the world, and then let the news programs and reporters write about them and give them free advertising. And it’s worked, half of Apple’s advertising is stuff that they don’t need to pay for, and it’s more useful than what they do pay for.
I think the church needs to stop hoping that people will say good things about Christianity, and start giving them a good reason to. We need to stop spending millions of dollars preventing gays from getting married, and we need to spend more time denouncing our worst members who enjoy parading in front of the camera. There needs to be a strong Christian voice that says what we’re about, which can back it up by showing what we do. And what we do needs to be more than getting together in buildings and diddling ourselves.
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.
Christians, despite being vicious jerks half the time, are also too nice. We’re uncomfortable telling each other that we’re driven by bigotry and malice. I was run out of my last church because the pastor was more comfortable making it so that I had to leave, than he was with telling a few people that they were bigoted and behaving in ways that were clearly condemned by Scripture.
We have this attitude of telling people that just because they have a terribly fucked up view of what the Bible says, that it’s okay cause it’s what they believe. It’s actually not. The fact is, that if the bigots were a bit more embarrassed, they may stop making people feel like they didn’t belong at church, or in the church.
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.
The fact is, if you watch the media … they really don’t love the church all that much. What they do love is an idea of what church could be. You watch a David E Kelly show, or Glee, or any number of others you’ll see good Christian characters, played by non-Christians. This is because the outside world actually likes Jesus. They don’t know much about Him, they may not even know much about the type of love that He spoke of. But they know He was a good guy who got the short end of the stick … and then got nailed to it.
The media would have loved to report that the church was encouraging gay people to live moral and monogamous lifestyles, they’d love to report that churches were adopting single mothers to help them with their children. While it may get a lot of ratings, I don’t think most news casters truly love reporting that yet another controlling pastor was more extreme than people had thought, and was actually a pedophile. (My discussion on how pedophilia is linked to the church because the church is linked to control … shall be another post some day)
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.
This one is pretty easy to understand. In many cases church leadership isn’t listening to the laity … who incidentally often tend to get it more right than people think. There are a lot of people within most churches that want things to be better, and who have ideas that could be useful in helping those communities be better. But when people are yelled and screamed at behind closed doors for saying that things are broken … nobody will want to help. They’ll either leave, or worse … they’ll keep coming but only because they think they’re supposed to. And you’ll never know what you killed.