Crisis Communication PRS340 Alex Allard

Johnson & Johnson Exxon

● Recalled the product from the shelves
as soon as they knew there was an
issue.
● Offered free replacement of capsules
with the safer tablet version of the
drug.
● Company was very open and
forthright with the media about the
entire situation.
● Had a strong grasp on the media and
what was released when it came to
press releases.
● Reacted swiftly and effectively to the
crisis.
● Began to cleanup the oil spill almost
immediately after it happened.
● Started an investigation into the
situation after the captain was
suspected of alcohol abuse.
● Fired captain after it was proven that
he was under the influence.
● Renamed ship
● Started an Alcohol Abuse program for
its employees

In my opinion Johnson & Johnson (J&J) handled their crisis situation much better than Exxon
did. J&J definitely spent more money when it came to reacting to their crisis, but in the end their
company recovered much faster than Exxon did. Exxon did a great job at starting fresh from
their crisis by renaming their boat, removing the captain, and starting their Alcohol Abuse
Programs. If Exxon had been more forthcoming and honest with the media they may have had
a much easier time recovering like J&J did. Both companies did recover from their crisis over
time, but J&J definitely maintained a better public image than Exxon did.