Editorial: PalmOne Is Still An Innovator, But Nobody Realizes It

[Bob Russell]

Yes, I do believe it. PalmOne really is an innovator and they have a decent design team. Don't call me crazy just yet. I want to do a little of the PR where PalmOne seems to have dropped the ball. But before we get started, I have to ask you to forget about the lack of WiFi in recent devices. That's a painful memory for some of us, and a big mistake. But don't let it cloud your thinking. WiFi will come, so let's think about the bigger picture for just a moment.

The story I want to tell is of a company that started as a great innovator, and is still a decent innovator. But we don't think so because they never learned how to tell us about their innovations. I'll focus on three examples in this article... the slider designs of the T2 and T3, the thumbboard in the T|C that's all the rage nowadays years later, the first microdrive in a US pda in the upcoming LifeDrive, the non-volatile memory in the T5 and Treo650, and all the underlying memory structure technology that is a pathway to future devices.

You must admit, some credit is due. For example, if the LifeDrive turns out to be similar to the leaked information, and assuming it's relatively bug-free, then it will be a pretty cool device. A little expensive, but nice. And it will be a breakthrough. Think what you will about PalmOne's lack of innovation, but I don't think it's a lack of innovation. I think it's a blindspot in their marketing. The weaknesses they face are a slow product release cycle (due to a lack of resources to create more parallel product teams, most likely) and a lack of knowing how to convince people that they are innovating.

You can see how painfully slow the product cycles are by thinking about the Tungsten C. It's got wifi, I think. The thing is so ancient that most of us don't really think about it much anymore. But it was pretty revolutionary when it came out. Decent memory. WiFi. And a QUERTY thumbboard for data entry. Years later, we find that such a device is the hottest thing around once you add a phone to it. Still, that was pretty innovative at the time. When's the last time you heard it expressed that way? No, all you hear about is how ancient the T|C is, and it becomes embarrassing to even think that they are still selling it. But the point is that when they created it, it really was innovative. You've got to give them credit, and just acknowledge that the problem is not innovation, it's getting enough products out.

Another example is the LifeDrive. If leaked specs are right, the micro drive will make PalmOne the first major manufacturer in the US to put a microdrive inside a pda. That's a big deal. An innovation and a breakthrough. I don't think anyone can realistically argue that point. (Sharp's Zaurus doesn't count because they don't sell in the US, and it might be a bit of a stretch to call them a major pda maker.)

And the memory structure changes that make this all possible are a breakthrough. Some bumps in the road with software compatibility and bugs for the T5 and Treo650, but a breakthrough nonetheless, and a nice bit of innovation. But what's the only way to find out about that breakthrough? You probably either are a developer, or you read something like Ben Combee's Palm blog and stumble on some info. The public doesn't see any innovation. Even the average T5 owner probably doesn't see any innovation except it has a nice screen and it's relatively small.

In the T|2 and T|3 lines, PalmOne brought us a sliding form factor. Again, that was a nice bit of innovation.

And no one really denies that the Treo line is very innovative and well-designed. No, it's not perfect, but look at the competition struggling to get something small and halfway decent. I think Palm has done a great job, and has been recognized for a great design. They probably have a next generation Treo in the works now also, so new competition doesn't mean they've lost their traction in the market.

So if PalmOne has got a so much going for them in terms of design, how have they convinced the world that they can't innovate? Why do we think that they are behind the times? And why do we think they can't do breakthrough design even though they do it over and over?

It's because they don't know how to tell it to the world. As a result everyone focuses on the slow product release cycle and the more boring features. Everyone misses the point because they haven't been informed about the good stuff. And none of it is communicated in terms of the core value of Palm which is the Zen of Palm.

Think, for example, about how PalmOne marketed the T5, and think about the result. Instead of highlighting the technology advances in memory structures to position it for the future and to bring the "never lose your data" feature, they simply said, "You don't lose your data if the battery runs down. And you can use this like a jump drive if you have the cable." If I were on the design team for this model, I'd have walked straight into the marketing department and cried foul -- "What are you trying to do? Tell the world that we're boring and unimaginative at PalmOne?"

Unfortunately, that's what has happened. Everyone takes for granted things like no data loss, or a few extra gig storage, or even the sliders in the T2/T3. People point out lack of wifi in the devices, and the embarrassingly ancient T|C. Those are weaknesses, yes, but weaknesses don't stand out so much if you have positives to balance them out.

As a result, instead of being viewed as a great innovator who provides a great pda experience and solution for productivity and fun, they are seen as a backward company that does not innovate, can't compete with features or technology, brings product to market slowly, and is fading into the sunset unless their smart phones are a hit.

Let me indicate what can be done differently with an example. Remember the recent announcements of new hard drive technology by Hitachi that greatly improves the density of storage? It was called "going perpendicular" and it enables storage of about 100 times the previous technology.

Hitachi made a big deal about that innovation. I don't remember the details, but I do remember that silly cartoon video and song that was doing the rounds on the internet about how they store bits magnetically up and down instead of flat on the surface and so it holds more. The company didn't just say "we can store more on a drive than the competition." And it's a good thing -- the competition can store more also!

Nor did they have to teach you physics to explain that they had innovated. But yet that's an innovation that will stick in the mind of everyone that heard the message because they played it up, and it was clear and simple. Despite being a highly technical feature that people don't really care about, it was used as evidence of their great innovation. It makes sense to the consumer and they know it brings them more storage. That works a lot better than "we increased our storage capacity". That's what PalmOne would have said, and it's boring.

Doesn't PalmOne have a similar feat on their hands? I don't understand the details of the memory configurations, but I do know that the changes that were made with the T5 and the Treo650 were something to be publicized and bragged about and explained in the simplest of terms so that the public feels like they understand it. Not as in the bits and bytes that a programmer learns about, but a simple concept about what was done. Then when you say you have expanded the amount of storage available to the user, you are viewed as an innovator, because you didn't just add a few gig, you innovated the memory structures and you were the first to implement a micro drive! It may not sound earth shattering, but it's the difference between being viewed as "cutting edge" or "has been"!

There is so much that can be done to position itself to the public. Remind people of the innovations. Let it be known that with all the massive resources devoted to getting into the smart phone and staying competitive, that you have had to slow down the product release cycle slightly on the non smart phone side of things for a while.

Let people know what you're doing, ask them to bear with limited new models each six months, and remind them that as the company gets strong overall, it will only boost the non smart phone product line also. Let us know that you are still committed to non smart phone product lines, and give us a reason to believe it.

For example, (if it's true anyway) tell people that you are maintaining the traditional pda lines because there are profits there, because you believe the market will be steady despite smart phone adoption, and that traditional pdas are the best way to refine new cutting edge technology before it makes it into smart phones. Surely that's true! But why am I having to try so hard to read your minds. I don't even really know what you're doing. You're supposed to be shouting it to the world, PalmOne, so it's obvious to all of us!

Imagine, if this trend continues. In 2006 we witness the roll out of the a new Tungsten T|6. Are they going to sell it as breakthrough technology that enables the product to work as a picture album. How exciting, but of course we've been doing it for years.

Instead, how about selling it with software to do blogging on the pda, or partner with an image host and provide an interface that lets you download all your friends albums and post your own pictures for others to see on their pdas. Boast about how crisp and beautiful they look on the HiRes+ screen. Anything but the same ole incremental story. It's old news. Yes, you can store mp3s and pictures and movies and you can work with office documents. Great. Remind people about that, but give them a reason to know you're innovating at the same time. Believe it or not, people want to think of PalmOne as an innovator again.

And please don't continue to waste the biggest competitive advantage of all -- the Zen of Palm. It's still big internally at Palm isn't it? Well, how about reminding us of how it comes out in product designs? Remind us of how some things are simpler and better because of it. Remind us that some technologies are purposely adopted slightly slower because you want to get it right and wait till it can be simple and useful. Remind us that you want to make us productive and not just throw technology randomly at us like toys.

Please PalmOne, let us know you're still thinking about the big picture. It shouldn't become all about incremental technology and smartphones. How far you have fallen?

How easily you can resurrect your image just by sharing the truth! Or have you forgotten how to talk to the consumer?

I, for one, am seriously considering a LifeDrive for myself if I can bear opening my wallet that far. That's despite some weaknesses in the price/feature comparison with Windows Mobile devices, and despite the fact that PalmOne is thought by the world to be boring and behind the times, and despite concerns about the future, and even despite the fact that there's more software coming out for Windows Mobile devices these days. We'll see what Win Mobile 2005 comes up with next week, but I see good things in Palm. I just wish PalmOne would tell us all about it instead of making me search so hard to find the good all by myself.

[Chaos]

I think the microdrive point doesn't count at all...

Originally Posted by BobR

(Sharp's Zaurus doesn't count because they don't sell in the US, and it might be a bit of a stretch to call them a major pda maker.)

While they don't sell in the US, nor make huge amounts of PDAs, it doesn't mean Palm can't copy the microdrive idea from them. Copying something from a smaller manufacturer doesn't make you innovative.

Actually, it seems to me that several of the features you've listed appeared in the Zaurus first, or around the same time. A mini keyboard? In Zaurui, starting at the 5000 (first model). Slide out panel? In the Zauri, starting at the 5000 again.

While the new ones are clamshell designs, all the traditional Zauri had the sliding panel, revealing a mini-keyboard. (While not implemented in the same way, the base concepts are the same.)


In fact, the Zaurus hardware is some of the best I've ever seen. The software (especially syncing...) is lacking, but the hardware is simply beautiful, and much more powerful than other devices of the same time.

[Bob Russell]

Those are valid points, Chaos. But surely you'll grant me this... they are ahead of Pocket PC manufacturers in some of those areas.

I do agree with you about the Zaurus being a very nice line, and showing excellent innovation. Sliders, thumbboards, VGA screens, clamshells, micro drives. It's very impressive, and a shame that it's not available from Sharp in the US. And the devices are even more when you consider things like the custom ROM you created for the SL-5600!

[taniwha]

is not that it's old...

it's that it's not selling. I have a client who bought a ton of these for a hospital ward, but now we can't buy them anymore. There was no other wifi palm they can buy instead.

T|C was no longer available, and wifi sdio drivers were delayed again and again.

We needed replacement unit today, not in some rumoured future. We spent time hunting last stock units around the country but eventaully we had to make the hard decision and switch to iPaqs loaded with familiar linux. Now Palm is not remembered with any fondness.

[Pride Of Lions]

Originally Posted by Chaos

Copying something from a smaller manufacturer doesn't make you innovative.

I agree.

Bob, I don't think that people believe that PalmOne cannot innovate, but we believe that, for some strange reason, PalmOne just will not innovate. We all know that PalmOne can make the ultimate PDA with a featureset that will appease everyone, and a price to sell, but for whatever reason they refuse to. Maybe the suits are holding them back, maybe the marketing "geniuses" are telling them that we want simple PDA's, whatever.

Our expectations are so high that when PalmOne doesn't deliver, our disappointment is great. How many people went somewhere else when PalmOne didn't deliver? I went to the Zodiac2, several people went to PPC, we all would've stayed with PalmOne if they were giving us what we wanted.

We're always holding our breaths when the specualtion starts over a new PalmOne handheld, and it's not because we think it'll suck. It's because we know that they CAN innovate and we're hoping that they'll finally "get it right." Offering a lackluster PDA that only has one feature that we want isn't enough for most of us. We wanted Wi-Fi, but the rest of the T|C didn't do it for us, so we didn't buy it. We want massive storage, but not for the lack of Wi-Fi.

We want what we want when we want it. I went to the Zodiac2, because they had a product that fulfilled my needs. The several PPC licensees are offering several models and featuresets that are catering to the needs of the many (I almost succumbed, but I'm a Mac guy.)

PalmOne can do better and we know it. That's what you hear in our voices, Bob. It's not that we don't think PalmOne is capable, it's frustration that they aren't living up to their potential.
POL9A

[Pride Of Lions]

BTW, the original T|T was the first Palm with the slider, the T|2 and T|3 came later.
POL9A

[taniwha]

While i disagree on whether there has been much innovation from palm in the last 5 years (the slider being the only instance i agree on)...
The rest of the statements in this article i agree whole heartedly. Palm have transformed themselves into bland, boring and un remarkable. They make rock solid gadgets they i would love to recommend to clients and friends alike, but they are out of touch with their audience.
Lets hope the LifeDrive signals a new era - of real innovation, (there no signs that it does) - and that palm start talking to their loyal fanbase.

[gadgetguru]

Okay. The just announced Windows Mobile 5 comes with: Persistent storage, thumbboard support, Harddrive support.

PalmOne has implemented these in its devices already, look like BobR is right on some counts. PalmOne is ahead of the curve in some areas, now if PalmOne implement WM5 other features...

[gadgetguru]

TC was ahead of its time, when the TC comes out, Wifi hotspots were not as pervalent as they are now. When Wifi finally comes of age, the TC looks aged compared to newer devices from HP and Dell. Bad timing it seems. Note that the Tc has its own issues with the lower screen insensitivity problem bugging out a few users but it was finally fixed with two ROM upgrades.

Then the T3 comes, and everyone likes it and calls it almost the perfect handheld, unfortunately the infamous SD card burning issue dogged it barely a week after launch. The mad digitizer issue that still haven't been fixed buries the T3 for good.

The Treo 600 was great but geekheads like us fanned it for its low-res screen.

The T5 is not really an innovator except for persistent storage but that comes with it own bugs that still awaiting a fix.

Same with Treo 650, the memory problem deterred quite a few people from taking the plunge, sure, it has been fixed now (at least for planned subscribers)...but some of the luster has since weared off with the advent of new devices from competitors.

So it seems the bugs buried PalmOne ability to trumpets its new features. Instead of hyping it up, it had to slow down lest the masses get to know the defects...

If you look at PalmOne best selling handhelds, its the non-buggy ones (Zire, Zire71, and TE). The price has something to do with it, sure, but not having bad publicity helps. Note the Zire 71 also is innovative with it hidden camera and joystick.

PalmOne needs a new ad agency. When they make a new device, they just show the device and the specs. What they need is to scream the features... Much like Apple makes a big fuss for something that others has included for years (heck, Apple even hyped something it didn't have - a screen on their Shuffle).

Still, PalmOne's innovations just doesn't have the wow factor that Sony has with their Swivel camera, High-res plus screen, Clamshell form factor, 2 MP camera, Landscape-form factor, Thumboard and Magnesium Alloy casing.

[Alexander Turcic]

Originally Posted by gadgetguru

Still, PalmOne's innovations just doesn't have the wow factor that Sony has with their Swivel camera, High-res plus screen, Clamshell form factor, 2 MP camera, Landscape-form factor, Thumboard and Magnesium Alloy casing.

I even argue that Sony was the cause of PalmOne's subsequent innovations. For how long has the Palm Vx (which I remember buying for A LOT of money) the top of the line among PalmOne products? Until Sony entered the stage. What PalmOne needs now is another competitor like Sony used to be who is also offering Palm OS-based products. Let's hope PalmSource hurries with promoting its forthcoming operation system.