Narrative 15-1 Urban Legends and Internet Scams Are a Real Problem for Problem

Narrative 15-1
Urban legends and Internet scams are a real problem for some businesses. In 1997, Gerber Baby Foods was flooded with one million letters and 80,000 phone calls from parents responding to an e-mail about a phony class-action lawsuit. Another urban legend about a Costa Rican flesh-eating bacteria that affected banana shipments cost that industry more than $30 million in 1999. More recently, Procter & Gamble (P&G) had to deal with claims that its Febreze product contained Agent Orange, a dangerous chemical. Many companies choose to ignore these myths created by angry customers or rabble-rousers, but experts believe that doing so is the worst possible action to take. Instead, companies should do everything possible to reassure their customers.
-Refer to the Narrative 15-1.Which of the following would e-mail users who received the e-mail about P&G's Febreze have used to understand the message?

A) physical stimuli
B) intranets
C) encoding
D) decoding