Case Studies : Crisis Communications

Tylenol

Tylenol remains a one-word example of the best aspects of Crisis and Public Relations. It’s a case study for both business and public relations schools. But why, since it’s still an unsolved crime.

Johnson & Johnson, the maker of Tylenol, made all the right moves.  Management first communicated the appropriate care and concern for those who had been poisoned. They removed products from the shelves and took measures that were stronger than those recommended by law enforcement authorities.

CommCore CEO Andrew Gilman was one of the lead consultants assisting J&J throughout the communications process.  First, Andrew conducted Media Training for teams of J&J managers who were asked to go to local markets and explain the comeback strategy, including the tamper resistant packaging.  Gilman then was asked to work with CEO James Burke to prepare for the most critical communications efforts:  National press conference to announce the reintroduction of Tylenol to consumers, as well as specific rehearsal for the make-or-break “60 Minutes” interview.  

CommCore’s role was to help decide on the best and most powerful messages, rehearse and coach the CEO for the most important business communications that J&J had faced to date. The results speak for themselves.

Services Provided:

Media Skills Training

Public Relations

Crisis Communication

Industry Related:  Healthcare

General Motors

CommCore’s experience at General Motors is as diverse as the automaker’s product line.  For 20 years, we have worked with divisions from every continent (except Antarctica) for:

• Message Development
• Media Training
• Crisis Simulations and Response
• Senior Executive Communications Coaching
• Auto Show Preparation

We have worked with Cadillac, Saab, Pontiac, Buick, Saturn, Opel, Hummer, Holden brands, and just about every type of vehicle including the electric powered Volt, sports cars, sedans, SUVs and crossovers. 

GM asked CommCore to assist on Crisis Response during the CK-Pickup Truck controversy.  We have conducted crisis simulations for “Ride and Drive” events. CommCore provided counsel related to labor/management negotiations. 

Our favorite GM assignment: Driving a Corvette on a race track in Germany.

Service Provided:
Media Traning
Messaging
Presentation
Crisis

Industry Related:  Automotive