Question 1

The email signoff is often a primary influence on how a reader emotionally perceives an email.

Accepted Answer

A) True 
 B)False

Question 2

What is a reference line in a routine message?

Accepted Answer

A) It is an alternate term for the subject line. 
B) It is the line that identifies recipients who are cc'd or bcc'd on the message. 
C) It is an enhanced version of the writer's signature block. 
D) It is an identification of the number used on related, previous pieces of correspondence. 
A) It is an alternate term for the subject line. 
B) It is the line that identifies recipients who are cc'd or bcc'd on the message. 
C) It is an enhanced version of the writer's signature block. 
D) It is an identification of the number used on related, previous pieces of correspondence.

Question 3

Which of the following is NOT a purpose of a news release?

Accepted Answer

A) To explain a policy change that will affect existing customers 
B) To complement a fact sheet that may serve as a backgrounder to a news event 
C) To convince a journalist that a story is newsworthy 
D) To announce a new business, product, or service 
A) To explain a policy change that will affect existing customers 
B) To complement a fact sheet that may serve as a backgrounder to a news event 
C) To convince a journalist that a story is newsworthy 
D) To announce a new business, product, or service

Question 4

The standard format for letters is known as _________ format.

Accepted Answer

The answer of The standard format for letters is known...

Question 5

Which of the following e-mail signoffs is most likely to promote a positive, professional tone, especially if you do not know the recipient well?

Accepted Answer

A) No signoff at all-just end with your name and/or signature block 
B) Thanks! 
C) Regards 
D) TTYL 
A) No signoff at all-just end with your name and/or signature block 
B) Thanks! 
C) Regards 
D) TTYL

Question 6

A(n) _______________ is a routine message that along with another document, and that introduces or explains what this other document is.

Accepted Answer

The answer of A(n) _______________ is a routine message that...

Question 7

Written confirmations of oral conversations are considered a duplication of effort and, therefore, are rarely used in a business setting.

Accepted Answer

A) True 
 B)False

Question 8

Why is it a bad idea for an organization to release fake tweets?

Accepted Answer

Answers should discuss how this practice

Question 9

Which of the following is LEAST likely to be a purpose in an informative or positive message?

Accepted Answer

A) To build a good image of the writer and his or her organization 
B) To reduce or eliminate further correspondence on the same subject 
C) To have the reader read the message and understand it 
D) To have the reader respond to the message in writing 
A) To build a good image of the writer and his or her organization 
B) To reduce or eliminate further correspondence on the same subject 
C) To have the reader read the message and understand it 
D) To have the reader respond to the message in writing

Question 10

Professional etiquette is unimportant in texting and instant messaging because everyone knows they're so informal.

Accepted Answer

A) True 
 B)False

Question 11

Which of the following is NOT true of e-mail etiquette?

Accepted Answer

A) Use high-priority feature only for urgent messages. 
B) Reply with all of the original message intact to ensure that no context is lost. 
C) Forward e-mails only if they are not confidential, and you are confident about the source. 
D) Limit use of block capitals. 
A) Use high-priority feature only for urgent messages. 
B) Reply with all of the original message intact to ensure that no context is lost. 
C) Forward e-mails only if they are not confidential, and you are confident about the source. 
D) Limit use of block capitals.

Question 12

Which of the following is NOT a characteristic of a strong confirmation message?

Accepted Answer

A) It confirms an action, an event, an understanding, or an agreement. 
B) It clarifies any necessary roles and responsibilities. 
C) It identifies itself as a confirmation, not a new message. 
D) It is reasonably lengthy, since it recreates an important conversation in as much detail as possible. 
A) It confirms an action, an event, an understanding, or an agreement. 
B) It clarifies any necessary roles and responsibilities. 
C) It identifies itself as a confirmation, not a new message. 
D) It is reasonably lengthy, since it recreates an important conversation in as much detail as possible.

Question 13

Routine requests should provide background detail first, and build up to the actual request at the end of the document.

Accepted Answer

A) True 
 B)False

Question 14

According to Ruth King, there are four key words and phrases to avoid when handling customer complaints.Name three of them and explain either why they are a problem, or what you could say instead.

Accepted Answer

Answers should discuss three of the foll

Question 15

Which of the following should you NOT include in a voice-mail message?

Accepted Answer

A) A directive to call you back whenever the recipient is free 
B) Your name and phone number 
C) Enough information for your recipient to take any necessary action 
D) A summary of the purpose of your message 
A) A directive to call you back whenever the recipient is free 
B) Your name and phone number 
C) Enough information for your recipient to take any necessary action 
D) A summary of the purpose of your message

Question 16

You are writing to a physician named Mary Lee Janson.You've met her once in person and talk to her frequently on the phone.You have always addressed her as "Dr.Janson," but you know that she likes her close friends to call her "Mary Lee." In your letter to her, which salutation should you use?

Accepted Answer

A) Dear Mary Lee Janson 
B) Dear Mary Lee 
C) Dear Dr.Janson 
D) Dear Ms.Janson 
A) Dear Mary Lee Janson 
B) Dear Mary Lee 
C) Dear Dr.Janson 
D) Dear Ms.Janson

Question 17

List and explain at least three guidelines for creating a successful electronic newsletter that customers will welcome, and explain why these guideline promote success.

Accepted Answer

Answers may discuss any 3 of the followi

Question 18

Routine messages should present any negatives as positively as possible, while still being clear about the negative.

Accepted Answer

A) True 
 B)False

Question 19

___________ is a kind of e-mail scam that is based on the fact that the fraudulent e-mail appears to come from a legitimate source.

Accepted Answer

The answer of ___________ is a kind of e-mail scam...

Question 20

Briefly explain what a goodwill ending is and indicate the type of subject matter it should contain.

Accepted Answer

Answers should discuss the following: A

The email signoff is often a primary influence on how a reader emotionally perceives an email.

What is a reference line in a routine message?

Which of the following is NOT a purpose of a news release?

The standard format for letters is known as _________ format.

Which of the following e-mail signoffs is most likely to promote a positive, professional tone, especially if you do not know the recipient well?

A(n) _______________ is a routine message that along with another document, and that introduces or explains what this other document is.

Written confirmations of oral conversations are considered a duplication of effort and, therefore, are rarely used in a business setting.

Why is it a bad idea for an organization to release fake tweets?

Which of the following is LEAST likely to be a purpose in an informative or positive message?

Professional etiquette is unimportant in texting and instant messaging because everyone knows they're so informal.

Which of the following is NOT true of e-mail etiquette?

Which of the following is NOT a characteristic of a strong confirmation message?

Routine requests should provide background detail first, and build up to the actual request at the end of the document.

According to Ruth King, there are four key words and phrases to avoid when handling customer complaints.Name three of them and explain either why they are a problem, or what you could say instead.

Which of the following should you NOT include in a voice-mail message?

You are writing to a physician named Mary Lee Janson.You've met her once in person and talk to her frequently on the phone.You have always addressed her as "Dr.Janson," but you know that she likes her close friends to call her "Mary Lee." In your letter to her, which salutation should you use?

List and explain at least three guidelines for creating a successful electronic newsletter that customers will welcome, and explain why these guideline promote success.

Routine messages should present any negatives as positively as possible, while still being clear about the negative.

___________ is a kind of e-mail scam that is based on the fact that the fraudulent e-mail appears to come from a legitimate source.

Briefly explain what a goodwill ending is and indicate the type of subject matter it should contain.

Communicating in a Changing Business World

Adapting to Audiences

Planning, Composing, and Revising

Designing Documents, Slides, and Screens

Communicating Across Cultures

Working and Writing in Teams

Negative Messages

Persuasive and Sales Messages

Planning, Researching, and Documenting Reports

Writing Proposals and Reports

Making Oral Presentations

Employment Communications

Filters

Exam 7: Routine Messages

The email signoff is often a primary influence on how a reader emotionally perceives an email.

What is a reference line in a routine message?

Which of the following is NOT a purpose of a news release?

The standard format for letters is known as _________ format.

Which of the following e-mail signoffs is most likely to promote a positive, professional tone, especially if you do not know the recipient well?

A(n) _______________ is a routine message that along with another document, and that introduces or explains what this other document is.

Written confirmations of oral conversations are considered a duplication of effort and, therefore, are rarely used in a business setting.

Why is it a bad idea for an organization to release fake tweets?

Which of the following is LEAST likely to be a purpose in an informative or positive message?

Professional etiquette is unimportant in texting and instant messaging because everyone knows they're so informal.

Which of the following is NOT true of e-mail etiquette?

Which of the following is NOT a characteristic of a strong confirmation message?

Routine requests should provide background detail first, and build up to the actual request at the end of the document.

According to Ruth King, there are four key words and phrases to avoid when handling customer complaints.Name three of them and explain either why they are a problem, or what you could say instead.

Which of the following should you NOT include in a voice-mail message?

You are writing to a physician named Mary Lee Janson.You've met her once in person and talk to her frequently on the phone.You have always addressed her as "Dr.Janson," but you know that she likes her close friends to call her "Mary Lee." In your letter to her, which salutation should you use?

List and explain at least three guidelines for creating a successful electronic newsletter that customers will welcome, and explain why these guideline promote success.

Routine messages should present any negatives as positively as possible, while still being clear about the negative.

___________ is a kind of e-mail scam that is based on the fact that the fraudulent e-mail appears to come from a legitimate source.

Briefly explain what a goodwill ending is and indicate the type of subject matter it should contain.

Communicating in a Changing Business World

Adapting to Audiences

Planning, Composing, and Revising

Designing Documents, Slides, and Screens

Communicating Across Cultures

Working and Writing in Teams

Negative Messages

Persuasive and Sales Messages

Planning, Researching, and Documenting Reports

Writing Proposals and Reports

Making Oral Presentations

Employment Communications

Filters