iPhone Update + Two Weeks: Poor Crisis Communications

It’s now been two weeks since Apple debuted the new iPhone 3G and made available version 2 of iPhone software for owners of previous iPhones.  Even though I am an Apple enthusiast, the new version of iPhone software has ranged from problematic to aggravating to a disaster.

If you own an earlier iPhone and have not upgraded to the new software, my strong advice is not to … not yet.  An iPhone with version 2 of the software operates slower … in fact, sluggish; experiences weird behavior, like flashing on and off when you are trying to turn it on; and is prone to freezes.

But the real problem has been with Apple’s new MobileMe wireless sync/email service.  It is being called “MobileMess” in this story by David Pogue in the New York Times.  

What I find really odd is the astonishingly poor handling of communications on this issue by a company that normally sets the standard for clarity and transparency in corporate communications.  It’s almost as if Apple’s legendary ability to communicate has either become tongue-tied or reverted to old-fashioned crisis communications … stonewall and say, no comment.  There seems to be a lack of leadership within Apple over handling communications.

Apple, this is a real crisis that mandates timely and open communications.  Who is minding the message?  It’s one of those challenging times when the reputation of the company could be impacted.  Stop saying that you have no comment because that, in itself, is a shocking comment.

Despite Apple’s enormous customer loyalty, poor communications can quickly tarnish that reputation equity and will be costly to repair.

Category: Apple, iPhone, Reputation management