After a toy recall, a company must over-communicate to correct sometimes conflicting public perceptions

After what seems like a never-ending cycle of firms recalling their products, Congress jumped into the ring with an oversight hearing to determine what is going on. But the complexity of sending an effective message to assure the public the products are safe is made all the more difficult when an executive speaks to a congressional committee. The verdict is out on the credibility of Mattel’s message.