Legal Isues. Regarding the Warning That Says: Smoking Causes Lung Cancer, Heart Disease, Emphysema and May Complicate Pregnancy, I Have Had A Few Comments About How We Can Still Manufacture Products That We Know Are Harmful.

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Legal Isues. Regarding the Warning That Says: Smoking Causes Lung Cancer, Heart Disease, Emphysema and May Complicate Pregnancy, I Have Had A Few Comments About How We Can Still Manufacture Products That We Know Are Harmful.

Date: 1900
Length: 6 pages
682508944-682508949
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Abstract

This document appears to be a "think piece" about how to deal with consumer phone calls coming the Brown & Williamson Tobacco Company's toll-free 1-800 number.

The writer grapples with the fact that B&W is continuing to manufacture a product that the company knows is harmful, and the particularly difficult calls coming into the 800 number as a result. For example, the writer mulls over ways to respond to a caller who tells them their family member has died as a result of smoking:

"How can we sympathetically respond, yet keep in mind B&W, to a person who calls to say their family member has passed away and they feel that the cause of death was smoking? The repsonse that we were given some time ago by legal that said, 'We're sorry you feel that way but we do not share your views. The purpose of the 800 number is not to debate social or health issues' seems harsh..."

The writer also lists some of the common questions that come in on the 800 number:

Which is more harmful, the tar or the nicotine?

Are lights and ultra lights less harmful than the full flavor style?

Do your cigarettes cause cancer?

Does your company have literature to help smokers quit?..

What are the ingredients--why can't you give them to me?

What chemicals are in our tobacco?

Should consumer reps sign any letter that has the potential to "bite us back" like fireballs?

How do you get someone who is intoxicated to hang up first?

Fields

Quotes

LEGAL ISSUES

Regarding the warning that says: Smoking Causes Lung Cancer, Heart Disease, Emphysema and May Complicate Pregnancy, I have had a few comments about how we can still manufacture products that we know are harmful.

It's the work "causes" that makes it so hard to respond. Is the response that we got sometime ago from the legal department fit here also or is it too harsh/callous? It was: "The purpose of the 800 number is not to debate the social or health issues. Thank you for expressing your views."

When the consumer is insisten and wants to know who he can contact about this, what can we tell them?

Should we send a letter but no coupon to persons under 21 who complains about manufacturing defects?

How can we sympathetically respond, yet keep in mind B&W, to a person who calls to say their family member has passed away and they feel that the cuase of death was smoking.

The response that we were given some time ago by legal that said, "We're sorry you feel that way, but we do not share your views. The purpose of the 800 number is not to debate social or health issues" seems harsh, but it may be our only alternative. Putting I'm very sorry to hear about your family member in front of "We're sorry you feel that way..." helps some, but does it still sound too callous? Is there a better way of being sympathetic but tactful?...

...Does you company spend money on cancer research?

Is your company spending more based on the recent surpeme court decision?

Are you telling consumers about promo policy when they say they can't find "such and such a promo"?

Which is more harmful, the tar or the nicotine?

Are lights and ultra lights less harmful than the full flavor style?

Do your cigarettes cause cancer?

Does your company have literature to help smokers quit?

How many different types of taxes could be attached to a pack of cigarettes?

How can I quit smoking? What would you suggest?

Can I buy directly from you, if so what kind of tax restrictions would there be?

Why can't B&W replace product for 18-20 year old if they can buy the product?

What are the ingredients--why can't you give them to me?

What chemicals are in our tobacco?

Should consumer reps sign any letter that has the potential to "bite us back" like fireballs?

How do you get someone who is intoxicated to hang up first?

What do you put in your cigarettes to keep them burning? Is it true you use salt peter?

Why did you lower the price on RALEIGH EXTRA and put "new low price" stickers on the carton and then raise the price?

Why isn't the Surgeon General's warning required on STP products like BUGLER and KITE? Aren't you misleading the public?...

...Consumer feels they have the right to kjnow what is going into their body--ingredients.

...If T/N is low the consumer will say, "That sounds like a healthier cigarette." Do I respond?

If T/N is given and the consumer asks, "That's low isn't it?" how do I respond?

Company

Brown and Williamson Tobacco Corp.

Author

N/A (Brown & Williamson Tobacco Co.)

Recipient

None specified

Region

United States

Type

Report

Subject

Consumer Markets

Health

Health Effects

ingredients

public relations

Document Images

Page 1: 0001274557

LEGAL ISSUES Regarding the warning that says: Smoking Causes Lumg Cancer, Heart Disease, Emphysema And May Complicate Pregnancy, I have had a few comments about how we can still manufacture products that we know are harmful. It's the word causes that makes it hard to respond, Is the response that we got sometime ago from the legal department fit here also or i~ it too harsh/callo~? It ~as~ "The p%1~pose of the 800 number is not to debate social or health issues. Thank you for expressing your views. " When the consumer is insistent and wants to know who he can contact about this, what can we tell them? Should we send a letter hut no coupon to persons under 21 who complains about manufacturing defects? How can we sympathetically respond, yet keep in mind B&W, to a person who calls to say their family member has passed away and they feel that the cause of death was smoking. The response that we were given some time ago by legal that said, "~e're sorry you feel that way, but we do ~ot ~ha~e your views. The purpose of the 800 number is not to debate social or health issues" seems harsh, but it many be our only alternative. P~tti~g I'm very sorry to hear about your family member in front of "We're sorry you feel that way,,., helps some, but does it still sound too callous? Is there a better way of being sympathetic hut tactful? What do we say when a consumer asks, "Are other consumers calling about Savannah? (Zn other words, they're asking if consumers are changing to our brand). 6 250SS44

Page 2: 0001274557

Does your company spend money on cancer research? I~ your ~ompany spendlna more based on the recent supreme court decision? Are you telling consumers about promo policy when they ~ay they can't find "such and such premed'? Which is more harmful, the tar or the nicotine? Are lights and ultra lights less harmful than the full flavor style? Do your ¢iaarettes cause cancer? Does your company have literature to help smokers quit? How many different ty~es of taxes could be attached to a pack of cigarettes? HAW can ~ quit smoking? What would you suggest? Can i buy directly from you, if so what klnd of tax restrietion~ would there be? Why can't B&W replace product for 18-20 y~ar old if they can buy the product? What a~e the inaredients-~ny can't you give the~ to me? ~iat chemicals are in our tobacco? Should eonsu~e~ ~eps sign ~ny lette~ that ha~ the ~otential to 'bite us back" like fireballs? How do you get someone who is intoxicated to hang up first? What do you put in the cigarettes to keep them burning? Is it true that you use salt peter? Why did yen lower the price on RALEIGH EXTRA and put "new low pries" stickers o~ the carton and the~ raise the p~ice? Why isn't the Surgeon General's warning required on STP products like BUGLER ~nd KITE? Aren't you misleading the public? Do you have anything lower in T/N? Are we allowed to say BArCLAy? If the consume~ dislikes the taste or brand (new smoker), are we allowed to say "We'll reimburse you so you can ohoose any B&W brand of your choiceg" Why do you never coupon? Why do CAPRI cigarettes co~t the ~me as lO0"s when they are half the size? 6S GOS 4H

Page 3: 0001274557

Consulter feels they have the right to know what is going ~to their body--iug~edle~t~. Cous~mer was fired from Job hecau~ employe~ thought ~U~LER wa~ a jo~. ~an we o~er any as~istanoe? Why aren't you doing anything about ~moklng re~lations or increased taxes? (Reps would like to ~ive specific info.) If T/~ i~ low th~ co~sume~ will ~aF~ '~That sound~ llke a healthier cigarette." DO I respond? if T/N i~ given and the consumer a~ks~ "That's io~ isn't it?~' how do I re~pond? When con~umer~ ~refac~ their oomme~t~ or que~tion~ wi~ rem~rk~ ~uoh as, "Everyo~ h~ told me you wouldD~t do ~uy~hing if I called, but ~ d~ci6ed to give it ~ ~hot." GS2SOS94

Page 4: 0001274557

LEGAL ISSUES Regarding the warning that says: Smoking Causes Lung Cancer, Heart Disease, Emphysema And May Complicate Pregnancy, I have had a few con~nents about how we can still manufacture products that we know are harmful. It's the word causes that makes it hard to respond~ Is the response that we got sometime ago from the legal department fit here also or is it too harsh/callous? It was: "The purpose of the 800 number is not to debate social or health issues. Thank you for expressing your views." When the consumer is insistent and wants to know who he can contact about this, what can we tell them? Should we send a letter but no coupon to persons under 21 who complains about manufacturing defects? How can we sympathetically respond, yet keep in mind B&W, to a person who calls to say their family member has passed away and they feel that the cause of death was smoking. The response that we were given some time ago by legal that said, "We're sorry you feel that way, but we do not share your views. The purpose Of the 800 number is not to debate social or health issues" seems harsh, but it many be our only alternative. Putting I~m very sorry to hear about your family member in front of "We're sorry you feel that way .... helps some, but does it still sound too callous? Is there a better way of being sympathetic but tactful? What do we say when a consumer aBks, "Are other consumers calling about Savannah? (In other words, they're asking if consumers are changing to our brand). 6 50S947

Page 5: 0001274557

Does your cempany spend money on cancer research? I~ yo~r oe~p~ ~pendlng ~o~e based on %he recent supreme court decision? Are you telling consumers about p~omo policy when they ~ay they can't find "sueh and such proms"? Which is more harmful, the tar or the nicotine? Are lights and ultra lights less harmful than the full flavor style? Do yo~r cigarettes cause cancer? Does your company have literature to help smokers quit? How many different tYPes of taxes could be attached to a pack of cigarettes? How can i quit smoking? What would you suggest? Can I buy dlreetly from you, if so what kind of tax restrictions would there be? Why can't B&W replace product for 18-20 year old if they can buy the product? What are the ingredients-why can't you give them to me? What chemicals ape in our tobaeoo? Should consku~er reps sign any letted that has the potential to ~'bite us back~ like fireballs? How do you get someone who is intoxicated to hang up first? What do you put in the cigarettes to keep them burning? Is it true that you use salt peter? ~'hy did you lowe~ the price on RALEIGH EXTRA and put "new low price" stickers on the carton and then raise the price? Why i~n't the ~urgson General's w&rning ~eq~ir~d on STP pro4uets like BUGLEE and KITE? Aren't you misleading the public? Do you have anything lower in T/N? Are we allowed to say BARCLAY? If the consumer dislikes th~ taste or brand (new smoker), are we allowed to say "We'll reimburse you so you can choose any B&W brand of your oholc,?" ~S~ZOS94S Why do you never coupon? Why do OAPEI cigarettes cost the same as lO0"s when they are half the size?

Page 6: 0001274557

Consumer feels they have the ~ight to know what is going into thei~ body--ingredients. Consumer ~as fired from Job because employer thought BU~LER was a joint. Can we offer any assistance? ~y aren't you doin~ anything about smoking regulations or increased taxes? <ReDs would llke to give specific info. l If T/N is low the consumer will say, "That sounds llke a healthier cigarette." DO I respond~ If T/N is given and the consumer asks, '~That's low isn't it?'~ how do I respond? When consumers preface their oomments or ~uestlons with rem~k~ s~eh as, "Everyone ham told me yo~ wouldn't do anything if I called, but I decided to give it a shot." GS; 50S9

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