1988/03/01 by J. A. Benson · 2 citations
Psychology · Social Sciences · #Action (physics) #Computer science #Crisis communication #Crisis response #Economics #Flexibility (engineering) #Management #Perspective (graphical) #Political science #Psychology #Public Relations and Crisis Communication #Public relations #Social psychology
paper · doi:10.1080/10510978809363234
openalex publication_date 1988/03/01 · openalex created_date 2025/10/10 · openalex updated_date 2026/07/29
Analysis of communication strategies used by Johnson & Johnson following the second Tylenol tampering in Feb. 1986 indicates use of a pro‐active communication stance by the firm during the crisis. Tentative language strategies allowed Johnson & Johnson flexibility to take limited action earlier in the crisis and to expand their response when circumstances warranted. Defining their actions enabled the firm to disassociate itself from the act which caused the crisis and to stipulate motives for their actions. Creating communication events and using a limited number of spokespersons assured that the organization's perspective was communicated frequently and that crisis messages were consistent and well‐articulated.