This case discusses a product recall that resulted from a manufacturing defect and the degree to which the company distributed accurate and timely information to affected patients. More specifically, the case examines the crisis communication of Sulzer Orthopedics and its efforts to negotiate the interests of various stakeholders, while limiting liability. Written from the perspective of a patient, the case raises interesting questions regarding organizational duties related to product liability. It also provides valuable insights into how organizational communication may have both short- and long-term effects on its relationship with patients and physicians, among others.
Available at: http://works.bepress.com/scott_durso/14/