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ACCA Applied Knowledge · Business and Technology · Communicating in business

Priya, a team leader, sends an email to a client about a disputed invoice. She types the message in capital letters, uses several exclamation marks and copies in the client's competitors' contacts by mistake. Which weakness in email use is MOST serious from a professional standpoint?

Sending the email to unintended recipients is the most serious weakness because it risks disclosing confidential client information to competitors. Poor tone and style are unprofessional but less damaging, and using email to document an invoice dispute is acceptable practice.

  1. AUsing capitals and exclamation marks, which only affects the style
  2. BSending the message to unintended recipients, risking a breach of confidentialityCorrect
  3. CWriting about an invoice dispute by email rather than by phone

Explanation

Copying in competitors discloses confidential client information to people with no right to it, which could breach professional confidentiality and damage the relationship. Capitals and exclamation marks are poor style but cause less serious harm. Email is an acceptable medium for recording a dispute.

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