(used to work for Nextel, know their location infrastructure well).
I suspect that the basic reason for this is that customer care doesn't have the tools to do it.
The network infrastructure is there, and the tools are there, but Sprint probably hasn't invested in giving this kind of capability to care organizations. Plus, there ARE some (minor, overblown, redherring but real) concerns there about impersonation, spoofing and such, particularly in Boost land where the amount of information known about customers is pretty minimal to begin with.
I've worked most of my career with PowerPoint types -- people who are actually creating the things because they're the MBAs presenting the concepts.
99% of them don't know how to use Powerpoint beyond dragging squares and changing colors. Styles, templates, master slides, etc are foreign concepts to them.
Often times, these are folks who got MBAs after spending years creating static HTML pages. They did it using FrontPage.
Becoming a competent HTML editor is not difficult, but it still is a skillset that not everyone has.
There are still plenty of corporate websites for even large multi bilion $$ companies that are not database driven. Sometimes, it just doesn't need a database. 400 pages clearly is too many... but I've seen sites developed with 40 static HTML pages. Maintenance is a pain, but it's more expedient to hire an HTML editor than to hire the staff to install, configure and maintain even a simple/FOSS CMS.
That is a significant point.
The architecture of the BlackBerry system requires all traffic going to a BlackBerry device from an Enterprise email server to go through RIM's NOCs -- all Americas email traffic goes go through the Canada NOC at some point, all EMEA traffic goes through their NOC in the UK. [reference]
While all the transmissions are encrypted end-to-end (to the point that the system has passed US-government security reviews for secure traffic), the transmission of a US President's data traffic through systems that are outside of US jurisdiction and government control can be tricky.
But then again, this gets eliminated if they go with any other wireless email device that does not use RIM's infrastructure; there are plenty, and they can be made to work.
If computers take over (which seems to be their natural tendency), it will serve us right. -- Alistair Cooke