19. Because IMs are personalized, you may want to use them in ways that reflect your own personality rather than the norms of business communication in your specific organization.

Respuesta :

Answer and Explanation:

This is not true. Since, instant messages require prompt communication many people think that it could be used causally. Which is false. In a business organization it is vital that you follow the standard operating procedure as well as follow the formal way of communication. Especially when it comes to communication through email.