Toyota versus Tylenol

My colleague Andy Gilman has been counseling organizations on crisis management for years. He knows Tylenol and its poisoning crisis, and he says Toyota is no Tylenol. The distinction he draws is simple: Are you victim, villain or vindicator? The label is different for these two companies.

The three V’s might be an interesting screen to add to the first steps of your crisis plan. “Which one are we this time?”