Deck 7: Writing Electronic Messages

Question 1

Even a simple informative or positive message usually has several purposes.

Answer 1

True

Question 2

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

Answer 2

False

Question 3

Which of the following is an underlying purpose of a direct message?

A)To build a good image of the reader's group
B)To build a good image of the reader
C)To build a good relationship between the writer and reader
D)To de-emphasize any negative elements

Answer 3

C

Question 4

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

Question 5

Reader benefits should be included in every type of informative message.

Question 6

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

Question 7

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

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 8

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

Question 9

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

Question 10

The first paragraph of a positive or informative message should give any good news and summarize the main points of the message.

Question 11

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

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 12

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

Question 13

Informative memos do not need reader benefits.

Question 14

An underlying purpose of any informative message is to prevent the need for further correspondence on the same subject.

Question 15

Which of the following is true about direct messages?

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 16

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

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

Question 17

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

Question 18

If a writer is enthusiastic about an idea,it makes the message positive.

Question 19

Positive messages offer the ideal context to reassure customers and build goodwill.

Question 20

When responding to customer complaints,always give the reason for the original mistake.

Question 21

Which of the following statements is true of adjustments and responses to customer complaints?

A)The reason for the original mistake should be given only if it reflects credit on the company.
B)The reason for the original mistake should be given even if it does not reflect credit on the company.
C)Readers are interested in your own process in making the decision.
D)While granting a positive response to a customer's complaint,it is not necessary to inform so in the first sentence.

Question 22

To summarize a document:

A)give all the evidence for all the points of the document.
B)provide the background information of the document.
C)evaluate the document,if your audience asks for evaluation.
D)give all details.

Question 23

Which of the following is a feature of confirmations?

A)They should be started as a new message.
B)They should give only the information shared in written form.
C)They are usually for the record.
D)They elaborate a conversation.

Question 24

The subject line of a message should ideally be composed:

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 25

How long are most subject lines?

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

Question 26

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?

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 27

A university wants to announce new research monies for faculty research projects.Which of the following would be the BEST subject line?

A)New Opportunities for Faculty Research Funding
B)New Funding Opportunities
C)Faculty Research Funding
D)Funding New Research

Question 28

Which of the following elements should NOT be present in informative messages?

A)Courtesy
B)Wordiness
C)Brevity
D)Clarity

Question 29

Which of the following is NOT suitable for summarizing?

A)The minutes of an internal meeting
B)A conversation
C)A team meeting
D)A dialogue with a client

Question 30

In which of the following situations do you need reader 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.

Question 31

The summary of a document should always start with the:

A)point that is most important to the reader.
B)point that is the most obvious.
C)main point of the document.
D)point that is most beneficial to the reader.

Question 32

What is the BEST strategy for ending an informative letter to a new client?

A)Stress that the reader is welcome to call you anytime if more information is needed.
B)Mention your company's reputation in the field,to reassure the client that hiring your company was a good choice.
C)Refer to your company's future relationship with the reader's organization.
D)Apologize for not being able to provide a particular service that the reader has inquired about.

Question 33

Subject lines should be:

A)composed before writing the message.
B)full of details and figures.
C)a preview of the message.
D)positive regardless of the type of message.

Question 34

A company is announcing that employees can now be reimbursed for tuition for courses leading to Bachelor's or Master's degrees.Which of the following would be the BEST subject line?

A)Tuition Reimbursement Policy
B)New Tuition Reimbursement Program
C)Have You Thought About Going Back to School?
D)Details on How You Can Be Reimbursed for Tuition for Courses Leading to Bachelor's and Master's Degrees

Question 35

In a summary of a conversation for internal use,PAIBOC analysis should be applied to identify:

A)what was left to be discussed.
B)what was left to be decided.
C)who was absent.
D)who does what next.

Question 36

Which of the following is required for summarizing a 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 37

Which of the following is true about collection letters?

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 38

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

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 39

What information should you usually make sure to include in a positive or informative message?

A)Any reader benefits
B)Information that will build goodwill for your company
C)Information about dates,places,and times
D)Information about what action you want the reader to take

Question 40

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

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 41

Give three examples of ways to start a confirmation message.

Question 42

List in order the five parts of the pattern for organizing informative and positive messages.

Question 43

Explain summaries.

Question 44

How should ideal instructions be written?

Question 45

Describe how a thank-you or congratulatory note has a positive effect on both the reader and the writer.