The Chicago Tylenol Murders

In the fall of 1982, Johnson & Johnson faced a public relations nightmare when customers in
Cook
County, Illinois, began dying—eventually, a total of seven people died—after taking over-the-
counter, Tylenol-branded acetaminophen capsules. Analysis showed the presence of potassium
cyanide, a fatal poison in no way connected with the production of the pill. Johnson & Johnson
voluntarily removed all Tylenol products from the U.S. marketplace and offered to pay full retail
price for any pills returned to the company. This represented about thirty million bottles of
capsules worth more than $100 million.
(Significantly, too, Johnson & Johnson decided on this wide-ranging action despite the fact that
it and law enforcement realized the cyanide poisoning was limited to Cook County, Illinois.)
Because Tylenol was a flagship product bringing in significant revenue, this was an extreme
action but one based on the company’s ethics, rooted in its corporate credo. Investigation showed
that someone had tinkered with the bottles and injected cyanide into the product in stores.
Although no one was ever apprehended, the entire drug industry responded, following Johnson
& Johnson’s lead, by introducing tamper-proof containers that warned consumers not to use the
product if the packaging appeared in any way compromised.
The strong ethical stance taken by Johnson & Johnson executives resulted in immediate action
that reassured the public. When the company eventually returned Tylenol to the market, it
introduced it first to clinics, hospitals, and physicians’ offices, promoting medicine’s
professional trust in the product. The strategy was successful. Before the poisonings, Tylenol had
37 percent of the market of over-the-counter analgesics. That plunged to 7 percent in fall 1982
but was resurrected to 30 percent by fall 1983.

The Chicago Tylenol Murders were a series of poisoning deaths in the Chicago area in 1982 that
became a major criminal investigation and had a significant impact on the pharmaceutical
industry and consumer safety regulations. Here's an overview of the incident:

Incident: In September and October of 1982, seven people in the Chicago area died after
ingesting cyanide-laced Tylenol capsules. The victims ranged in age from 12 to 35, and their
deaths were linked to Extra-Strength Tylenol. It was determined that someone had tampered with
the product by opening the capsules, adding cyanide, and then resealing the bottles.

Immediate Response: The Tylenol poisonings led to widespread panic and prompted Johnson &
Johnson, the parent company of Tylenol's manufacturer, to take swift and dramatic action. The
company immediately recalled 31 million bottles of Tylenol, which amounted to over $100
million worth of products. They also halted production and advertising of Tylenol and introduced
tamper-evident packaging to restore consumer confidence.
Investigation: Law enforcement agencies, including the FBI, launched an extensive
investigation to find the person responsible for the poisonings. The source of the tainted Tylenol
was traced back to multiple stores and purchases, suggesting that the tampering was done after
the product had left the manufacturing facility.
Despite an intensive effort, the culprit was never identified or caught. The case remains
unsolved.
Impact: The Chicago Tylenol Murders had a profound impact on various aspects of society:
Consumer Safety: The incident led to significant changes in the packaging and safety of over-
the-counter medications. Tamper-evident packaging became the industry standard to prevent
product tampering.
Crisis Management: Johnson & Johnson's response to the crisis, including the product recall
and transparency in communication, is often cited as a model for crisis management.
Regulatory Changes: In the wake of the murders, Congress passed the Federal Anti-Tampering
Act, making product tampering a federal offense. This case played a role in shaping regulations
related to consumer safety.
Public Awareness: The Tylenol Murders raised public awareness of product tampering, leading
to increased vigilance among consumers and more stringent safety measures by manufacturers.
The Chicago Tylenol Murders remain a significant unsolved mystery and a chilling example of
product tampering. The case serves as a stark reminder of the potential risks associated with
consumer products and the importance of swift and effective responses to product safety issues.

Critical Thinking
• In its corporate credo, Johnson & Johnson identifies multiple stakeholders: users of its products
(output), employees (input), employees’ families (diffused linkage), and the government
(enabling
linkage). Applying Grunig and Hunt’s theory, do you believe Johnson & Johnson acted as an
enlightened company that includes and communicates with a variety of publics?
• U.S. business leaders are often accused of acting on a short-term obsession with profitability at
the expense of the long-term interests of their corporation. Which aspects of the Tylenol crisis
demonstrate a short-term perspective? Which show the value of a longer-term perspective?