Deck 7: Routine Messages

Question 1

Which of the following would NOT be included in a fact sheet?

A)A brief introduction to the organization and its expertise
B)Data in digestible chunks
C)Very detailed background information on the organization's most recent important decisions
D)Answers to questions the public may have

Answer 1

C

Question 2

Which of the following is MOST likely to build goodwill in a letter granting an adjustment?

A)Explain that the complaint is not really valid, but that the supervisor would like to respond positively to it anyway.
B)Explain in detail exactly how you made the decision to grant the request.
C)Explain that you are granting the request in the very first sentence.
D)Explain that the problem really is not the company's fault because the shipping department has been having problems with its software.

Answer 2

C

Question 3

Which of the following is the BEST explanation of where background details should go in a routine message, and why they should be placed there?

A)Background details should be presented right in the opening, so that readers will have enough context to understand the main point of the message
B)Background details should be presented right in the opening, to show readers that the writer is thorough
C)Background details should be presented shortly after the opening, to provide extra information that supports the main point of the message (which is identified in the opening)
D)Background details should be presented at the end of the message, so that readers who are uninterested in them can easily skip them

Answer 3

C

Question 4

You are writing to a new client whom you met for the first time only the previous week.Which of the following would be the BEST complimentary close?

A)Sincerely
B)Thanks!
C)Yours respectfully
D)Looking forward to working together

Question 5

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

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

Question 6

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

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 7

You have received a memo that has a full signature at the bottom of the page, rather than being initialed next to the name at the top of the memo.What does this probably mean?

A)The writer is not aware of proper memo format.
B)The organization does not use conventional memo format.
C)The writer is preventing unauthorized information from being added to the memo.
D)The writer thinks that a full signature looks better than initials.

Question 8

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

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 9

In which of the following situations is it LEAST necessary to include reader benefits in an informative message?

A)When you are presenting policies
B)When you want to shape the reader's attitude toward the information or toward your organization
C)When the benefits are extremely obvious
D)When some of the benefits may not be obvious to the reader

Question 10

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 is the BEST subject line?

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

Question 11

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

A)Include an accurate, concise, and specific subject line.
B)Never send angry or emotional messages.
C)Combine topics or purposes to cut down on the number of e-mails that you need to send.
D)Forward e-mails only when they are not confidential and you are confident about the source

Question 12

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?

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

Question 13

You need to send to Ms.Clark and Ms.Jones copies of a letter addressed to Mr.Smith, but you do not wish the other two to know that a copy will be sent to Ms.Jones.What information will your saved copy on file include?

A)Encl.: Ms.Clark; cc: Ms.Jones
B)cc: Ms.Clark
C)cc: Ms.Clark and Ms.Jones
D)cc: Ms.Clark; bcc: Ms.Jones

Question 14

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

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 15

Which of the following statements gives the BEST advice for how the standard pattern for routine messages should be applied?

A)Always use all five elements of the basic pattern, and present them in the order they are given in the pattern.
B)Present each element in a separate paragraph of its own.
C)Never go over one page when using this pattern, whether writing a memo or a letter.
D)Understand the rationale behind the pattern so that you can modify it when needed.

Question 16

A government agency is setting up training sessions for its new employees.Which of the following is the BEST subject line?

A)Training Sessions
B)Teaching New Employees in What They Need to Know
C)New Employees' Areas of Ignorance
D)Training Sessions for New Employees

Question 17

For a short memo answering your boss's request for last quarter's sales figures, which of the following, if any, would be the BEST revision for the ending "Should you have any questions regarding this matter, please feel free to call me"?

A)"Please feel free to call if you have questions."
B)"Do not hesitate to call extension 8905 if more information is needed."
C)"Feel free to call me if this information is unclear."
D)Omit the sentence.

Question 18

Which of the following is LEAST likely to be useful to readers in a transmittal explaining what you are sending?

A)Any action or response required of the reader
B)A summary of the main points in the document
C)A detailed account of the contents in the document
D)Any special circumstances or information that will help the reader understand the document

Question 19

Which of the following is the BEST reason to include reader benefits in an informative message?

A)To show how the policy or procedure helps the reader
B)To enhance the writer's credibility
C)To surround any negatives with positive information
D)To demonstrate the writer's creativity

Question 20

When should you grant a customer's request for an adjusted price, discount, replacement, or other benefit to resolve a complaint?

A)After you explain your own process in making the decision
B)In the very first sentence
C)In the middle of the letter, to de-emphasize the fact that you are giving in to the customer
D)In the last paragraph, so you leave the reader with a good impression

Question 21

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

Question 22

Block format is now the standard in formatting business letters.

Question 23

Which of the following should NOT be included in a summary of a document?

A)The document's main point
B)Supporting evidence and details
C)An evaluation of the document, if desired
D)A suggestion for further reading

Question 24

Which of the following is NOT a characteristic of a strong subject line?

A)It is specific.
B)It is creative and intriguing.
C)It is concise.
D)It is appropriate to the nature of the message.

Question 25

Which of the following is a useful strategy for creating a successful electronic newsletter?

A)Be entertaining-include humorous anecdotes, popular internet memes, etc.
B)Be comprehensive-create long newsletters rather than short ones, so that each newsletter speaks to as many readers as possible.
C)Be consistent-set up a regular delivery schedule for the newsletter, and stick to it.
D)Be artistic-make generous use of videos and multimedia.

Question 26

Which of the following is a primary purpose for routine messages?

A)To build the writer's credibility
B)To enhance the reputation of the writer's organization
C)To give good news to the reader
D)To cement a good relationship with the reader

Question 27

Subject lines are found only in emails.

Question 28

What is a reference line in a routine message?

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 29

In a short routine message, the best strategy for ending the message may be to just stop.

Question 30

Which of the following strategies is the BEST explanation of where and how to present negative elements in a routine message?

A)Place them at the beginning, to get them out of the way and help the reader focus on the positive throughout the rest of the message
B)Place them in the middle (so that the first and last impressions in the message remain positive), and present them as positively as possible, but make sure they're clear
C)Leave them out entirely; they're not appropriate material for routine messages
D)Place them at the end, so that less committed readers may miss them altogether

Question 31

When summarizing a visit to a client for others in your organization to read, you should write a chronological account.

Question 32

Subject lines should usually be complete sentences.

Question 33

Which of the following should you NOT include in a voice-mail 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 34

Reader benefits are necessary only when readers will disagree with your main point.

Question 35

Reader benefits should be included in all informative messages.

Question 36

Reader benefits for a new policy should stress how the policy helps the organization.

Question 37

Which of the following is NOT a target for social media press releases?

A)Bloggers
B)Reporters
C)Websites
D)Other social media platforms

Question 38

If you can't make a subject line both short and specific, it's better to make it short.

Question 39

Transmittals do not have more than one purpose.

Question 40

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

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 41

Stating that "It's our policy" is a useful way of explaining why you can't respond to a reader's complaint in the way the reader desires.

Question 42

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

Question 43

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

Question 44

When a letter runs two or more pages, letterhead stationery should be used only for the first page.

Question 45

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

Question 46

Research shows that when people have complaints that are quickly resolved, the majority will still buy from the same company; however, when people have problems but don't complain, only 9% will buy from the same company again.

Question 47

Even if you call someone by his or her first name in person, letter format requires that you use a courtesy title and the reader's last name in the salutation.

Question 48

In a memo with headings, the first paragraph does not have a heading.

Question 49

Routine messages should start by announcing any good news and summarizing the message's main points.

Question 50

Document format tells your reader how caring, careful, and professional the writer is.

Question 51

News releases are sent to the media to ensure search engine and database access.

Question 52

Summarizing is a key component of fact sheets.

Question 53

Some writers still treat e-mail messages as informal letters beginning with a salutation and closing with a signature block.

Question 54

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

Question 55

Enclosures do not have to be noted in the body of the letter.

Question 56

Routine messages should be very short, so that readers can process them quickly.

Question 57

With better filters and increased security, spam is actually on the decline across the world.

Question 58

Memos and e-mails follow similar format and structure.

Question 59

In a summary of a conversation for internal use, identify the people who were present, the topic of discussion, decisions made, and who does what next.

Question 60

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

Question 61

The _____ is the greeting at the beginning of the letter.

Question 62

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

Question 63

A(n) _____________ often complements a fact sheet, and is often sent by an organization to the media to make an announcement, with the goal of also making the announcement newsworthy.

Question 64

Explain how a good confirmation should be written.

Question 65

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

Question 66

_____ are other documents that accompany a letter.

Question 67

A(n) _____ line tells what the letter is about; a(n) _____ line refers the reader to the number used on previous correspondence or the order (or invoice number) that this letter is about.

Question 68

The standard format for letters is known as _________ format.

Question 69

The _____ line is the title of a document.

Question 70

How should congratulatory notes to someone of higher status than the writer be handled?

Question 71

___________ is preprinted stationary with the organization's name, logo, address, and phone number on it.

Question 72

_____ copies are copies of letters that are distributed to additional recipients, without mentioning this fact on the original letter.

Question 73

A(n) ____________ is carefully designed with conventional format, no more than 1-2 pages long, beginning with an attention grabbing headline, and with ending contact information.

Question 74

___________ 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.

Question 75

In letters that use _________ punctuation, a colon follows the salutation and a comma follows the close.

Question 76

How should adjustments and responses to claims be written?

Question 77

List in order the five steps normally followed in organizing routine messages, and explain what their functions are.

Question 78

Routine messages should use a(n) _____ ending.

Question 79

"Sincerely" is a standard _____.

Question 80

A(n) _____ goes to someone in another organization; a(n) _____ goes to someone within your own organization.