Profile in Crisis Communications
Since we suspect that the Pet Food Debacle seriously sickened our cat, I’ve been following this from the sidelines. Just got this email from P&G Pet Care…
Does it work for you, fellow PR pros?
Update 3/30/2007
March 30, 2007
Dear Consumer:
As promised, we are continuing to keep you updated on the Menu Foods recall.
We know the Menu Foods recall has caused concern, frustration and anger among many pet lovers, including many of our own employees and their families. We want you to know that we care deeply, and we continue to take action on your behalf.
We want to comment on the new announcement today (Friday, March 30, 2007) by the U.S. Food & Drug Administration (FDA) that they have found a substance called melamine in the wheat gluten of recalled products, and not the aminopterin, as earlier suspected by the New York Foods Laboratory.
We can reassure you:
First, there is no melamine or aminopterin in any of our Iams and Eukanuba dry pet foods on store shelves.
In fact, Iams and Eukanuba dry pet foods to DO NOT contain wheat gluten. Our dry dog and cat foods are made exclusively by P&G Pet Care and not by Menu Foods.
Pet owners can feel safe and confident in feeding all Iams and Eukanuba dry foods, as well as any wet foods that are not on the Menu Foods recall list. Click here to see the specific list of recalled wet pouch and canned products.
http://FriendsForLife.Iams.com/cgi-bin3/DM/y/eosx0NUAAO0Rcf0BVd70EJ
We want to review the key actions we've taken:
• We immediately worked with retailers to remove from store shelves the small number of our wet pouch and canned products affected by the Menu Foods recall.• We immediately suspended production of all our foods manufactured at the affected Menu Foods Emporia, Kansas plant.
• We have shared all of our data and continue to cooperate fully with FDA, which is leading this important investigation.
• A task force of prominent North American veterinary health care experts, convened by Iams to review the recall, recently agreed: "Veterinarians and pet owners should feel safe recommending and feeding Iams and Eukanuba dry foods."
We want to stress again that you can confidently feed all of your pets any of our dry foods, as well as the wet foods not affected by the Menu Foods recall. If you have any questions about the recalled products, please click here to see the specific list of recalled wet pouch and canned products. http://FriendsForLife.Iams.com/cgi-bin3/DM/y/eosx0NUAAO0Rcf0BVd70EJ
P&G Pet Care is deeply committed to pet well-being and our top priority is to help you care for your dog and cat family members. We will continue to provide you with meaningful updates. If you have additional questions, not answered on our Web site FAQs, please call us at 1-800-882-1591.
http://FriendsForLife.Iams.com/cgi-bin3/DM/y/eosx0NUAAO0Rcf0BVeY0Es
P&G Pet Care

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Comments
Could be better. It took two graphs to get to the reason for the letter: a comment on the announcement today. To a guy with a sick animal, or who's staring at 36 cans of cat food in the cupboard, just tell me what's going on. The "as promised" and "we care" messages are superfluous and, well, hard to believe when they come from a big corporation.
That said, good luck to the folks in the P&G Pet Care communications office. I don't want to sound overly critical of people who are working hard to keep others informed during a trying situation.
And I hope your cat recovers from whatever is ailing it, Todd.
Posted by: Stephen Petit | March 30, 2007 06:43 PM
Okay, first speaking as a pet owner, my cats eat only dry food (their choice and thank god) and the wet food my dogs eat was not affected. They say. However, they've been eating home-made hamburg and rice since this crap began because I trust no one.
That said, I actually don't think the companies have done that bad a job communicating with their customers.
Posted by: Susan Getgood | March 30, 2007 09:44 PM
Thanks, Stephen; the cat seems to be doing better. Only cost $700!!!
I think that the letter "doth protest too much," and, you're right, it tries to hard and is not succinct, quick, enough.
But you are also right that it seems they are trying hard to be up front and not hide from the issues.
Posted by: Todd Defren | March 31, 2007 02:49 PM
I agree with Susan. The pet companis have done a decent job on communicating to the public. That said though, it'll be interesting to see how they recover from this. Will anyone ever buy Iams or Eukanuba again?
I know I won't. (Our dogs Frankie and Zoe get this ridiculously priced human-grade protein, locally made stuff--yes, you can call us yuppies when it comes to our dogs.)
Posted by: Kathy Sacks | April 1, 2007 10:54 AM
Well, they might be doing a decent job of communicating with the public, but it seems they've been doing an absurdly horrible job of manufacturing safe products. This problem is *so* widespread, it's just mind-boggling.
Posted by: Mike Keliher | April 13, 2007 09:54 AM