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The Chicago Tribune reports on a Florida woman who found a glob - described as an “oval, skin-like substance” that ended up being mold naturally formed when air got into a damaged package - inside her daughter’s Capri Sun juice pouch.

Here’s how the Tribune reports the real problem, which has more to do with communications than the mold:

“The unpleasant finding by Melissa Wiegand Brown went viral after she posted photographs of the oval, skin-like substance on her Facebook page, representing the power of the Internet in its own unique — and arguably nauseating — way.

“Reports of the monster mold spread via blogs and began to dominate Kraft's Facebook page, where some posters expressed not just horror at the photos, but also outrage at what they perceived to be the company's slow response to the Memorial Day weekend issue.

“So Northfield-based Kraft reacted, not with threats, but by creating a special section of its Facebook page devoted to answering Capri Sun-related questions. The company also sent a courier to pick up a sample of the glob. Its own tests determined it was mold, which an independent laboratory confirmed, Kraft spokeswoman Bridget MacConnell said.” The story notes that “Kraft has two employees monitoring the company's Facebook page and participating in discussions.”
KC's View:
Of course, the woman with the mold is paying for her own tests because she does not quite trust Kraft.

The thing is, stuff happens sometimes. Unfortunately, problems that used to be communicated in letters and in phone calls now get registered in a way that millions can see.

The only thing Kraft can and should do is be honest about what happened, transparent in its communications, and speedy in its responses. Ultimately, that’s the best and only weapon in dealing with these issues.