The large recall and salmonellosis outbreak associated with a variety of foods produced by Diamond Pet Foods continues to expand, in terms of species involved, the number of cases, the number of recalled products and geographic scope. The only thing that’s not expanding in information from the company.
Reports (of varying strength) of Salmonella cases in dogs have been cropping up, but it’s not just a US problem or a problem only involving people and dogs anymore. Two cats from a Montreal animal shelter have apparently died. At least two people in Canada have also been infected, one each from Quebec and Nova Scotia.
As with many outbreaks, the depth of information is variable when it comes to potential cases and it’s hard to say if everything that’s reported in the press is real. Just because an animal has been eating recalled food and gets sick, that doesn’t mean that the food caused the disease. Testing is required to make the diagnosis of salmonellosis and confirm the involvement of the outbreak strain. However, enough reports are coming in to be fairly convincing that this is a very large, wide reaching outbreak involving people, dogs and cats, and multiple countries.
Communication is critical when managing an outbreak. It can let companies show they are doing everything that’s necessary (and more), demonstrate their commitment to correcting the problem, show how they are helping people with affected animals, and provide confidence that once the problem was identified, it was (or will be) rectified and the product can be considered safe. Some companies shine during outbreaks. Some don’t.
Here, communications don’t seem to be ideal.
- Another product was added to the recall list, without too much publicity.
- We know recalled food is in the US, Canada and Puerto Rico (with sick people and animals in at least Canada and the US), but has contaminated food gone any further? Importantly, has information about the potential risk gone anywhere the food might have gone, since the FDA’s mandate ends at the US border. eFoodAlert reports some concerning information in that regard. The Taste of the Wild website lists over 50 countries where the food is available and a correspondent for the site apparently bought a recalled product in Ireland. What is actually being done to correct problems that lead to the outbreak is also unclear.
- I also haven’t seen any press releases from the company addressing the numerous FDA violations that were identified in the outbreak investigation.
Outbreaks happen. Sometimes they’re not preventable. Sometimes mistakes happen. That’s an unfortunate aspect of life. However, how a company deals with those issues, both in terms of correcting the problem and restoring consumer confidence, is critical, and seems to be lacking here.
A good adage when it comes to outbreak communications is "never announce a problem without announcing a solution." That doesn’t mean hide outbreak information (something that is done too often). Rather, it means don’t just say that you have a problem. Be clear about your problem and at the same time be clear about what you are doing to fix it. Hopefully, Diamond Pet Foods has an aggressive ongoing response to correct these problems, and that’s what consumers need to know about. In the absence of any clear information, we’re left wondering whether they are doing anything at all.