Exam 9: Writing E-Mails, Memos, and Letters

Compared with telephone calls and meetings, memos are a cost-effective way to transmit messages within an organization.

For what purposes can e-mails and memos be used? How does the approach used to write e-mails or memos vary with each purpose?

Why is it important to send a prompt reply to customers' requests? Which is the best way for writers to achieve promptness when faced with a large volume of responses?

Renee is the head of human resources at a company. She is in charge of sending out an e-mail announcing that the company will be celebrating its eighth year anniversary next week. Which of the following subject lines will be the most appropriate in this scenario?

When writing step-by-step instructions, writers should use phrases rather than complete sentences.

How can the six Cs of communication be used to write messages that are tailored to the reader's needs?

When a copy of a letter is to be sent to a person or persons other than the addressee, the writer includes a(n) _____.

In the context of informative messages, what are the guidelines to be followed when writing step-by-step instructions?

Which of the following is NOT part of formatting a business letter?

A(n) _____ is a self-replicating code planted illegally in a computer program for the purpose of damaging or shutting down a system or network.

A writer's use of underlining or bold and side headings to show natural breaks in a message makes the overall organization of the message too cluttered for the readers.

Which of the following is NOT a recommended practice when writing a business letter?

When writing a business letter, which of the following salutations should a writer use to address a customer whose name and gender he or she does not know?

In refusing a request, you should, if possible, share with the reader some of the genuine reasons why his or her request is being rejected.

If the recipient of a message will have little interest, sell the recipient on the message. This type of message calls for the _____, in which you begin by getting the reader's attention with a "hook".

When giving directions to _____ learners, draw a map from the point of departure to the point of destination or, if possible, photocopy a map and use a light-colored highlighter to mark the route.

A memo, unlike a business letter, includes no salutation.

Sandra, a human resource manager at a company, is e-mailing all the employees to remind them to submit their bills for reimbursement by the end of the week. Which of the following subject lines will be the most appropriate for such an e-mail?

The body of a message should ideally end with the:

A(n) _____ refers to either the printed information at the top of business stationery or the actual sheet of paper.