Is creative crisis communication gaining ground

Is creative crisis communication gaining ground

Creative crisis communication

Apologizing has become one of the standard practices of crisis communication and reputation management. The problem is, they are all starting to sound alike.

Johnson & Johnson, already under fire for a string of product recalls, had another public relations issue on its hands after its o.b. tampons temporarily disappeared from stores and little was said about what happened.

ob Sorry

O.b. users, many of whom have a cult-like loyalty to the product, said they were outraged when they could not find the brand in stores. They asked clerks why shelves were empty and demanded answers from Johnson & Johnson.

The products loyal fans went nuts on social media and Johnson & Johnson, without apparently explaining the reasons for pulling the product, decided to bring it back.

I suspect that their marketing and public affairs staff got a little tired of the standard apology that they had to drag out over and over with the recalls. So they got creative!

They released an awesomely cheesy music video – complete with a handsome piano player who climbs trees and gets personalized tattoos and apologize to its legions of o.b. loyalists.

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About The Author

Torben Rick

Experienced senior executive, both at a strategic and operational level, with strong track record in developing, driving and managing business improvement, development and change management. International experience from management positions in Denmark, Germany, Switzerland and United Kingdom

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