Question 1:  (1 point)

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In the past interoffice memorandums were the most common channel for exchanging internal communication. Today ________ is the favored medium.

1.

e-mail  

2.

voice mail  

3.

teleconferencing  

4.

accessing Web sites  

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Question 2:  (1 point)

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Today many organizations are downsizing, flattening chains of command, forming work teams, and ________ rank-and-file employees.

1.

reorganizing  

2.

empowering  

3.

promoting  

4.

demoting  

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Question 3:  (1 point)

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According to one corporate executive, "One of the most amazing features of the information revolution is that momentum has turned back to ________."

1.

the spoken word  

2.

face-to-face exchanges  

3.

the written word  

4.

emphasis on nonverbal communication  

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Question 4:  (1 point)

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During the ________ phase of the writing process, you should ask yourself three important questions: (1) Do I really need to write this memo or e-mail?; (2) Why am I writing?; and (3) How will the reader react?

1.

prewriting  

2.

writing  

3.

revising  

4.

research  

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Question 5:  (1 point)

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During the revision, proofreading, and evaluation phase (Phase 3) of the writing practice, you should revise for clarity, proofread for correctness, and plan for ________.

1.

feedback  

2.

further drafting  

3.

research  

4.

audience reaction  

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Question 6:  (1 point)

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The ________ of an e-mail message should be relevant and helpful; it can determine whether your message is even read.

1.

tone  

2.

subject line  

3.

content  

4.

salutation  

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Question 7:  (1 point)

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Sending unsolicited advertisements, often called ________, via e-mail or fax is illegal in the United States.

1.

blanket copies  

2.

shouting  

3.

spam  

4.

misleading  

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Question 8:  (1 point)

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A number of rules of polite online interaction are emerging; these rules are called ________.

1.

netiquette  

2.

common sense  

3.

business etiquette  

4.

online etiquette  

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Question 9:  (1 point)

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When writing memos or e-mail messages, attempt to establish a ________ tone by using occasional contractions and personal pronouns.

1.

conversational  

2.

subjective  

3.

positive  

4.

formal  

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Question 10:  (1 point)

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In the closing paragraph of a memo or e-mail message, readers look for ________ and action language.

1.

deadlines  

2.

company information  

3.

product descriptions  

4.

price information  

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Question 11:  (1 point)

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Well-written memos and e-mail messages can enhance the writer's image within the organization.

1.

False  

2.

True  

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Question 12:  (1 point)

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When you send an e-mail, you don't need to worry because today's smart computers will correct any errors you make in keyboarding the recipient's address.

1.

True  

2.

False  

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Question 13:  (1 point)

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To be most helpful, the subject line of an e-mail message should be a short, complete sentence.

1.

False  

2.

True  

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Question 14:  (1 point)

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Anything included in the subject line of a memo or e-mail does not have to be repeated in the body.

1.

True  

2.

False  

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Question 15:  (1 point)

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Memos and e-mail messages that inform, request, and respond should be written using the indirect strategy.

1.

True  

2.

False  

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Question 16:  (1 point)

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The body of a memo or e-mail usually contains a summary of the message and any action information

1.

True  

2.

False  

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Question 17:  (1 point)

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Good memos and e-mail messages usually cover only one topic.

1.

False  

2.

True  

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Question 18:  (1 point)

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Ending a memo or e-mail with a sentence such as Please let me know if I can be of further assistance will help you sound professional.

1.

False  

2.

True  

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Question 19:  (1 point)

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Since e-mail is such a quick and informal method of communication, careful proofreading is not required.

1.

True  

2.

False  

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Question 20:  (1 point)

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Your employer can legally monitor your e-mail.

1.

True  

2.

False  

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Question 1:  (1 point)

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Routine letters are often written to suppliers, government agencies, other businesses, and, most important, ________.

1.

management  

2.

employees  

3.

vendors  

4.

customers  

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Question 2:  (1 point)

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Most letters carry good or neutral news. These letters should be written using a(n) ________ strategy.

1.

active  

2.

objective  

3.

direct  

4.

indirect  

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Question 3:  (1 point)

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Since readers tend to look at them first, the most emphatic positions in a letter are the ________.

1.

opening and closing  

2.

salutation and opening  

3.

opening and body  

4.

body and closing  

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Question 4:  (1 point)

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"Will you please send me your latest catalog of office supplies" is an example of a

1.

question  

2.

polite command  

3.

demand  

4.

statement  

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Question 5:  (1 point)

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A letter written in ________ style is formatted with all lines beginning at the left margin.

1.

block  

2.

simplified  

3.

modified block  

4.

memo  

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Question 6:  (1 point)

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When as a customer you must write to a company to identify and correct a wrong, the letter is called ________.

1.

a claim  

2.

spam  

3.

a goodwill message  

4.

a request  

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Question 7:  (1 point)

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If you are asked to write a letter of recommendation for a former employee, the best plan is to ________.

1.

include only positive information in each letter, even when pertinent negative facts apply  

2.

have the company's attorney review every letter before you send it  

3.

refuse to write any letters of recommendation for any former employees  

4.

provide only job-related information that is truthful  

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Question 8:  (1 point)

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If you have a legitimate claim with a company and expect a positive result, you should place the action you want in the ________ of the letter.

1.

opening  

2.

subject line  

3.

body  

4.

closing  

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Question 9:  (1 point)

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The best place in a letter to refer to earlier correspondence is in the ________.

1.

closing  

2.

body  

3.

subject line  

4.

opening  

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Question 10:  (1 point)

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________ messages carry good wishes, warm feelings, and sincere thoughts to friends, customers, and employees.

1.

Goodwill  

2.

Neutral  

3.

Good news  

4.

Persuasive  

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Question 11:  (1 point)

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A request for action is most effective when an end date and reason for that date are supplied.

1.

True  

2.

False  

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Question 12:  (1 point)

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A good closing for any routine letter is Thank you in advance for your cooperation.

1.

False  

2.

True  

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Question 13:  (1 point)

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Be careful when responding to any inquiry because any letter written on company letterhead is considered a legally binding contract.

1.

True  

2.

False  

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Question 14:  (1 point)

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Because it shows courtesy, the best opening in response to any customer inquiry is We are in receipt of your letter of . . ..

1.

False  

2.

True  

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Question 15:  (1 point)

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Thanks and compliments are more powerful when they are written rather than spoken.

1.

False  

2.

True  

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Question 16:  (1 point)

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It is inappropriate to send messages of appreciation to customers for their business.

1.

False  

2.

True  

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Question 17:  (1 point)

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Recognition of awards, promotions, engagements, marriages, and births is equally effective whether written immediately or written some time after the event.

1.

False  

2.

True  

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Question 18:  (1 point)

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A goodwill message should be written using the direct strategy.

1.

True  

2.

False  

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Question 19:  (1 point)

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Based on actual statistics, employers should be very fearful of employment lawsuits and litigation over recommendations.

1.

False  

2.

True  

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Question 20:  (1 point)

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It is not appropriate to include damaging information in a letter of recommendation, even if you can supply specific evidence supporting it.

1.

False  

2.

True  

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