RIM founder apologizes for BlackBerry outages

In the unprecedented video, Lazaridis acknowledged that he could not predict the timing of a full global recovery, and for the first time referred to the worldwide BlackBerry problems as "outages." Many prior communications from other RIM offiicials called the problems "service interruptions" or "delays."

Kagan said the video apology comes as RIM faces stiff smartphone challenges from Google and Apple in the company's traditional stronghold market, the enterprise. "Now is when they need good public relations, nevertheless they don't have a clue how to achieve it because they were never concerned with it earlier," Kagan said.