Wendy's executives and communications people focused the company's response on health and safety investigations into the safety of the restaurant's food handling—not on the woman who made the charge. Crisis communications expert Jonathan Bernstein explains that Wendy's appears to have smartly stood clear of pointing the, uh, finger at Anna Ayala—never a good move in the days after a crisis starts—but he thinks the company could have been more forceful in defending itself initially.