Johnson & Johnson’s handling of the Tylenol tampering case is considered a classic case in public relations of handling a crisis effectively and ethically. Although few companies wrote crisis communications plans in 1982, including Johnson & Johnson, the company responded quickly, openly, and appropriately to the media and other key publics. With customer safety as its overriding concern, the company recalled all Tylenol products nationwide, costing the company more than $100 million. Johnson & Johnson made a significant change in its operation during the recovery and rebuilding process that was followed by other companies. Johnson & Johnson’s handling of this crisis is considered a factor in its success today.
What change(s) did the company make as a result of the crisis? Why?
Comment on the ethical concerns highlighted by this crisis.
How did the recovery and rebuilding process lead the organization to make the crisis an opportunity?
How is the company doing today?
