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E) use IM to replace the use of 9. In an organization, the use of would be most effective when updating employees at remote locations during a time of emergency. A) IM B) text messages C) content management D) email E) phone calls 10. Use the to deliver bad news, if you have to get the reader's attention immediately A) dialectic approach B) bidirectional approach C) direct approach D) indirect approach E) persuasive approach a 11. If you choose to apologize in a negative message, you should A) phrase the apology in a conditional manner ("If I have offended anyone ..."). B) imply that not all of the blame lies with you or your company. C) be sincere and make it a true apology. D) always demonstrate sincerity, but never accept blame. E) always urge the reader to avoid legal action. a to establish 12. Instead of announcing the bad news up front, you can open with a common ground with the reader. A) humorous anecdote B) buffer statement C) diversionary tactic D) heartwarming story E) series of facts and figures