The Importance of Crisis Communication: What lessons did we learn from Tylenol and Exxon?

Bibliographic Details
Main Author:	Szczepanik, Katharine
Language:	English
Published:	Miami University Honors Theses / OhioLINK 2004
Subjects:	Mass Communications
Online Access:	http://rave.ohiolink.edu/etdc/view?acc_num=muhonors1111086836

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spelling	ndltd-OhioLink-oai-etd.ohiolink.edu-muhonors11110868362021-08-03T05:41:59Z The Importance of Crisis Communication: What lessons did we learn from Tylenol and Exxon? Szczepanik, Katharine Mass Communications Organizations are finding public opinion increasingly important with the advances in technology and public access to information. Public support is especially important when handling a crisis. The public can either turn against an organization and harm its credibility and reputation, or it could provide support and assist in efforts to solve the crisis. Proper communication during a crisis is necessary to gain public support. Organizations that meet crises unprepared, such as Exxon, fail to address the importance of public perception and damage the company’s reputation. However, companies like Johnson & Johnson are proof that being prepared and being responsible for the public’s safety can enhance its credibility and its aid in financial recovery. This thesis provides an in-depth look at the important principles of crisis communication. It takes a look at the different guidelines suggested by experts in the field of public relations and takes into account examples of where these guidelines have worked. Two case studies examine the difference in how proper crisis communication can be a success and how the lack of crisis communication can be a disaster. The first case study looks at the cyanide-tampered capsules in 1982 and the response of Johnson & Johnson’s crisis team. The company’s corporate responsibility and preparation guides the crisis team through effective strategies in their communication. The second case study examines Exxon’s response to the Exxon Valdez oil spill in 1989. Despite the existence of a contingency plan, Exxon’s executives lacked the preparation and guidelines for proper crisis communication. The ignorance towards public perception and poor communication skills left the company with a tarnished reputation and legal problems that continues even today. The thesis concludes with the key components for successful crisis communication. It also emphasizes the fact that crisis communication lies beyond a written document. Crisis communication is part of a vision that works toward the purpose and goals of that organization. 2004 English text Miami University Honors Theses / OhioLINK http://rave.ohiolink.edu/etdc/view?acc_num=muhonors1111086836 http://rave.ohiolink.edu/etdc/view?acc_num=muhonors1111086836 unrestricted This thesis or dissertation is protected by copyright: all rights reserved. It may not be copied or redistributed beyond the terms of applicable copyright laws.
collection	NDLTD
language	English
sources	NDLTD
topic	Mass Communications
spellingShingle	Mass Communications Szczepanik, Katharine The Importance of Crisis Communication: What lessons did we learn from Tylenol and Exxon?
author	Szczepanik, Katharine
author_facet	Szczepanik, Katharine
author_sort	Szczepanik, Katharine
title	The Importance of Crisis Communication: What lessons did we learn from Tylenol and Exxon?
title_short	The Importance of Crisis Communication: What lessons did we learn from Tylenol and Exxon?
title_full	The Importance of Crisis Communication: What lessons did we learn from Tylenol and Exxon?
title_fullStr	The Importance of Crisis Communication: What lessons did we learn from Tylenol and Exxon?
title_full_unstemmed	The Importance of Crisis Communication: What lessons did we learn from Tylenol and Exxon?
title_sort	importance of crisis communication: what lessons did we learn from tylenol and exxon?
publisher	Miami University Honors Theses / OhioLINK
publishDate	2004
url	http://rave.ohiolink.edu/etdc/view?acc_num=muhonors1111086836
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The Importance of Crisis Communication: What lessons did we learn from Tylenol and Exxon?

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