The present paper gives a psychological perspective on crisis communication, using a mix-method approach, by presenting the Mattel case. In the first study, 43 parents have been interviewed during the period that has immediately followed the Mattel crisis, in autumn 2007. The transcripts of the interviews have been analyzed adopting automatic content analysis. The second study aims at investigating, at a temporal distance of 4 years after the crisis, the perceived security of Mattel and the its level of trust and goodwill among potential consumers. The data of the second study have been collected thanks to an ad hoc questionnaire filled in by a sample of 89 people. The paper presents the main results of the research
Keywords: Comunicazione di crisi, recall Mattell, analisi di caso.