Confusing questions : TRUE,FALSE, NOT GIVEN

"Perhaps even more important, by taking employees into account, a company can avoid creating a message that doesn't resonate with staff or, worse, one that builds resentment. In 1996, United Airlines shelved its "Come Fly the Friendly Skies" slogan when presented with a survey that revealed the depth of customer resentment toward the airline industry. In an effort to own up to the industry's shortcomings, United launched a new campaign, "Rising," in which it sought to differentiate itself by acknowledging poor service and prom-ising incremental improvements such as better meals. While this was a logical premise for the campaign given the tenor of the times, a campaign focusing on customers' distaste for flying was deeply discouraging to the staff. Employee resentment, ultimately made it impos-sible for United to deliver the improvements it was promising, which in turn undermined the "Rising" pledge. Three years later, United decided employee opposition was under-mining its success and pulled the campaign. It has since moved to a more inclusive brand message with the line "United," which both audiences can embrace. Here, a fundamental principle of advertising—find and address a customer concern—failed United because it did not consider the internal market."

Choose true, false or not given:

1. Consumers were ready to view IBM as a leader in e-business before the advertising campaign.

2. United Airlines’ failure in its branding campaign was due to the bad advice of an advertisement agency.

I read this paragraph and find both of these 2 questions not given. But the ANSWERS are both false. Can anyone explain?

Faithfully,

nguyen