McNeil, Johnson & Johnson in Trouble Again: Tylenol Crisis Part 2.
A new tainted pill crisis is puting McNeil and its parent company Johnson & Johnson back on the hotseat, causing an ever growing list of Tylenol products to be taken off the shelves, again. J & J’s prompt and agressive reaction to the original Tylenol crisis of 1982 was a shining example of how an organization should handle itself in the face of such a crisis. This time, however, their response has fallen short, suffering from a complete lack of urgency and failing to properly assess the extent of the damage. As a result, they’ve done little to inspire consumer confidence and even less to bolster their reputation. Maybe their response team should pick up a crisis communication textbook and revisit the original incident to see how it’s done.
