prion disease

Question 1

what was the issue of this case?

Answer 1

• an instrument used in a brain biopsy. became exposed to a deadly organism even when properly sanitized
• 100 potential exposed
• risk is extremely small that exposed patients would develop the disease

Question 2

what characteristics do all crises share?

Answer 2

the element of surprise
insufficient information
the quick pace of events
intense scrutiny
negative news travels fast

Question 2

what was the Tylenol incident?

Answer 2

7 people dead
JandJ recalled and made over 1 million visits and came out with tamper-proof containers
lost 100 million

Question 3

what decision did Matthews make in the end?

Answer 3

decided to keep the incident internal since the anxiety outweighed the risk
- a reporter called later asking about the contamination

Question 4

what was the challenge that Matthews faced after the reporter called?

Answer 4

• how to stay honest for coming to an initial decision
  (strike to what you said the first time)

Question 5

argenti’s crisis playbook (8)

Answer 5

1. get control of the situation
2. gather as much information as possible
3. set up a centralized crisis management center
4. communicate early and often
5. understand the media’s mission in a crisis
6. communicate directly with affected constituents
7. remember that business must continue
8. make plans to avoid another crisis immediately

Question 6

what are page principles?

Answer 6

1. tell the truth
2. prove it with actions
3. listen to the stakeholders
4. manage for tomorrow
5. conduct public relations as if the whole enterprise depends on it
6. realize an enterprise true characters in its people
7. remain calm, patient and good-humored