An article by The Wharton School digs into crisis management as it relates to fatalities, specifically infant deaths tied to a Fisher-Price product.
“The rules of crisis management are 1) validate concerns; 2) show action; and 3) control the narrative,” the article quotes Americas Reed, a marketing professor at The Wharton School.
In the article, Reed said the executive in the Fisher-Price recall video has earned a failing grade “because he’s reading a script — obviously — and he spends the entire 50 seconds defending his safety record instead of acknowledging first, that the death of a child is a horrendous tragedy and that the incidents in question are of grave concern, and that is why the company is doing the recall. He is doing OK at controlling the narrative. But this violates some very simple principles of crisis management.”