aspect of the Vioxx recall well, its CEO was aggressive in communicating its
decision process and the rationale for its decisions on when to recall the drug.
In addition, the firm was proactive in keeping hospitals, doctors, and patients
informed through Web sites, print media, and television. Their communication
message was consistent with the firm’s core interest of putting patients first, at
the same time balancing its adherence to the best scientific principles. In all
these examples, leaders communicated effectively, to some extent, by subordinating their own concerns to that of their customers or other stakeholders
affected by the crisis. Moreover, through apologies, emotional appeals, and
expression of empathy, the leaders of these firms were able to connect with
their core audience in a way that worked to the organization’s advantage.