Which of the Following Statements Best Describes When to Use

Multiple Choice

Which of the following statements best describes when to use the direct pattern for bad news?

A) In writing to a customer about a problem with an order, generally, you should use the direct pattern if the message has some good-news elements.
B) Always use the direct pattern when writing to a customer about a problem with an order.
C) Always use the indirect pattern when writing to a customer about a problem with an order.
D) In writing to a customer about a problem with an order, generally, you should use the indirect pattern if the message has some bad-news elements.