Question 1

In which of the following situations do you need reader benefits?

Accepted Answer

A) You are communicating factual information only. 
B) You are not concerned about the reader's attitude. 
C) You are presenting policies. 
D) You are stating obvious benefits. 
A) You are communicating factual information only. 
B) You are not concerned about the reader's attitude. 
C) You are presenting policies. 
D) You are stating obvious benefits. C

Question 2

If a message contains any negative elements at all,it cannot be classified as an informative or positive message.

Accepted Answer

A) True 
 B)False  False

Question 3

Using reader benefits in positive memos is insulting because readers are members of your own organization and already know how things will benefit them.

Accepted Answer

A) True 
 B)False  False

Question 4

Which of the following would be the BEST strategy to follow in the opening paragraph of a letter to clients announcing expanded hours?

Accepted Answer

A) State what the new hours will be and when they go into effect. 
B) Explain that the results of a recent survey indicate that a lot of people are unhappy with the current hours. 
C) Apologize for still being closed on holidays. 
D) Explain how the expanded hours will affect clients. 
A) State what the new hours will be and when they go into effect. 
B) Explain that the results of a recent survey indicate that a lot of people are unhappy with the current hours. 
C) Apologize for still being closed on holidays. 
D) Explain how the expanded hours will affect clients.

Question 5

Which of the following would be the BEST strategy to follow in the opening paragraph of a memo announcing the decision to redecorate the company cafeteria and employee lounge?

Accepted Answer

A) Explain the reason for the decision,so employees will have the necessary background to understand the decision itself. 
B) Stress that the decision has been made to benefit the employees. 
C) Build goodwill by acknowledging up front that employees will be inconvenienced by not being able to eat in the cafeteria for about a month. 
D) State what areas will be redecorated and when the work will begin. 
A) Explain the reason for the decision,so employees will have the necessary background to understand the decision itself. 
B) Stress that the decision has been made to benefit the employees. 
C) Build goodwill by acknowledging up front that employees will be inconvenienced by not being able to eat in the cafeteria for about a month. 
D) State what areas will be redecorated and when the work will begin.

Question 6

Goodwill endings should use standard invitations such as "Feel free to call".

Accepted Answer

A) True 
 B)False

Question 7

Informative memos should explain the reason a change is being made only if it is a reader benefit.

Accepted Answer

A) True 
 B)False

Question 8

Give three examples of ways to start a confirmation message.

Accepted Answer

Many informative messages are for the re

Question 9

Which of the following is NOT an informative and positive message? A memo announcing a new provider of company health insurance that offers:

Accepted Answer

A) the same premiums and benefits as the previous provider. 
B) enhanced benefits at slightly higher premiums. 
C) almost as many benefits to those offered by the previous provider but at slightly higher premiums. 
D) the same benefits as the previous provider at reduced premiums. 
A) the same premiums and benefits as the previous provider. 
B) enhanced benefits at slightly higher premiums. 
C) almost as many benefits to those offered by the previous provider but at slightly higher premiums. 
D) the same benefits as the previous provider at reduced premiums.

Question 10

The subject line should always be distinctly different than the information in the first paragraph of the message.

Accepted Answer

A) True 
 B)False

Question 11

The subject line of a message should ideally be composed:

Accepted Answer

A) after writing the message. 
B) while planning the message. 
C) when you are starting to write the message. 
D) while writing the message. 
A) after writing the message. 
B) while planning the message. 
C) when you are starting to write the message. 
D) while writing the message.

Question 12

One of the primary purposes of a direct message is to:

Accepted Answer

A) give bad news to the reader. 
B) give information to the reader. 
C) increase future correspondence on the same subject. 
D) build a good image of the writer's organization. 
A) give bad news to the reader. 
B) give information to the reader. 
C) increase future correspondence on the same subject. 
D) build a good image of the writer's organization.

Question 13

Which of the following is true about direct messages?

Accepted Answer

A) They have primary purposes only. 
B) They provide information that you expect the audience will respond to neutrally. 
C) They have underlying purposes only. 
D) They provide information that you expect will please the writer. 
A) They have primary purposes only. 
B) They provide information that you expect the audience will respond to neutrally. 
C) They have underlying purposes only. 
D) They provide information that you expect will please the writer.

Question 14

Which of the following is true about collection letters?

Accepted Answer

A) They become negative in the last stage. 
B) They are usually unconvincing. 
C) They become negative in mid-stage. 
D) They are negative throughout. 
A) They become negative in the last stage. 
B) They are usually unconvincing. 
C) They become negative in mid-stage. 
D) They are negative throughout.

Question 15

One of the underlying purposes of a direct message is to:

Accepted Answer

A) reduce future correspondence on the same subject. 
B) build a good image of the writer's organization. 
C) de-emphasize any negative elements. 
D) build a good image of the reader. 
A) reduce future correspondence on the same subject. 
B) build a good image of the writer's organization. 
C) de-emphasize any negative elements. 
D) build a good image of the reader.

Question 16

In an informative or positive message,details should be presented in the order of importance to the writer.

Accepted Answer

A) True 
 B)False

Question 17

Which of the following is required for summarizing a document?

Accepted Answer

A) Give supporting details 
B) Give all the evidence for all the points of the document 
C) Always evaluate the document 
D) Start with the first point of the document 
A) Give supporting details 
B) Give all the evidence for all the points of the document 
C) Always evaluate the document 
D) Start with the first point of the document

Question 18

Shifting your emphasis away from the message to the reader suggests that serving the reader is your real concern.

Accepted Answer

A) True 
 B)False

Question 19

How long are most subject lines?

Accepted Answer

A) Five to fifteen words 
B) Two to five words 
C) Four to twelve words 
D) Three to seven words 
A) Five to fifteen words 
B) Two to five words 
C) Four to twelve words 
D) Three to seven words

Question 20

Which of the following is a primary purpose of a direct message?

Accepted Answer

A) To reassure the reader 
B) To increase correspondence on the same subject 
C) To give bad news to the reader 
D) To build a good image of the writer 
A) To reassure the reader 
B) To increase correspondence on the same subject 
C) To give bad news to the reader 
D) To build a good image of the writer

Exam 7: Writing Electronic Messages

In which of the following situations do you need reader benefits?

If a message contains any negative elements at all,it cannot be classified as an informative or positive message.

Using reader benefits in positive memos is insulting because readers are members of your own organization and already know how things will benefit them.

Which of the following would be the BEST strategy to follow in the opening paragraph of a letter to clients announcing expanded hours?

Which of the following would be the BEST strategy to follow in the opening paragraph of a memo announcing the decision to redecorate the company cafeteria and employee lounge?

Goodwill endings should use standard invitations such as "Feel free to call".

Informative memos should explain the reason a change is being made only if it is a reader benefit.

Give three examples of ways to start a confirmation message.

Which of the following is NOT an informative and positive message? A memo announcing a new provider of company health insurance that offers:

The subject line should always be distinctly different than the information in the first paragraph of the message.

The subject line of a message should ideally be composed:

One of the primary purposes of a direct message is to:

Which of the following is true about direct messages?

Which of the following is true about collection letters?

One of the underlying purposes of a direct message is to:

In an informative or positive message,details should be presented in the order of importance to the writer.

Which of the following is required for summarizing a document?

Shifting your emphasis away from the message to the reader suggests that serving the reader is your real concern.

How long are most subject lines?

Which of the following is a primary purpose of a direct message?

Introducing Business Communications

Adapting Your Messages to Your Audience

Communicating Across Cultures

Planning, Writing, and Revising

Designing Documents, Slides, and Screens

Formatting Hardcopy Letters and Memos

Composing Informative and Positive Messages

Composing Negative Messages

Composing Persuasive Messages

Communicating Reader Benefits

Communicating With Positive Emphasis

Communicating You-Attitude

Researching Information

Synthesizing and Documenting Information

Writing Information Reports

Writing Proposals and Analytical Reports

Writing Formal Reports

Using Visuals

Listening

Working and Writing in Teams

Planning, Managing, and Recording Meetings

Making Oral Presentations

Researching Jobs

Creating Persuasive Résumés

Creating Persuasive Application Letters

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