Companies in crisis: good and bad CEO video apologies

As I watched Mike Lazaridis, the founder and co-CEO of Research In Motion, deliver his video apology to Blackberry users worldwide for the multi-day service outages in October 2011, I was struck at how poorly the message and the CEO came across. For an innovative technology company, I expected more. The CEO was awkwardly reading from cue cards which made his message seem insincere. To add further injury, the stark, grey background in the video made Lazaridis look like he was delivering his apology from a prison (which may have been how he felt).

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