In this study, we explore the effects of channel choice (e-mail vs. voice mail) and message structure (direct vs. indirect) on the receiver’s perception of bad-news messages. We conducted an experiment in which bad-news e-mails and voice mails were presented to participants who evaluated their response to the messages via a questionnaire. The results indicate that e-mail is more comprehensible, while voice mail is more persuasive and effective for maintaining a personal customer relationship. Furthermore, messages with an indirect structure (explanation -> bad news) are valued more highly than direct messages (bad news -> explanations). We also found interaction effects of channel and structure, the most important being that the preference for the indirect structure is limited to e-mails.