JJ Danis

Mary Mackie

Drew Kayle

CONCEPTS FROM THE BOOK

Crisis Management Terrorism Packaging

BACKGROUND

Founders Purpose

BACKGROUND

TYLENOL

Leader in market Profits

1982 CHICAGO TYLENOL “MURDERS” Laced with cyanide J&J were unaware

1982 CHICAGO TYLENOL “MURDERS” James Burke’s approach

SEVEN MEMBER TEAM

Important questions asked

SEVEN MEMBER TEAM

Nationwide recall Customer safety

BAD MEDIA

Harsh news accusations

BAD MEDIA

VS

COUNTERING BAD PUBLICITY

Press conferences Hotlines for customers

COUNTERING BAD PUBLICITY

Daily news updates James Burke on talk shows

COUNTERING BAD PUBLICITY

Coupons Drug rep presentations

COUNTERING BAD PUBLICITY

Commercials that regain trust http://www.youtube.com/watch?v=zdx8rqh59I0

TERRORISM PREVENTION

Bioterrorism Amateur Terrorism Possible Suspects

TERRORISM PREVENTION

Triple Safety Seal

IMPROVE PUBLIC IMAGE

Counseling Financial Aid Ideal reaction to crisis