Deck 9: Writing Correspondence

Question 1

A writing team regularly uses email to coordinate projects and to maintain a friendly, collaborative work environment. Which of the flaws listed below does the following email exhibit?
To: Documentation Department
Subject: Status of Trace Instrument's Consulting Project

> It would be nice to know the status of the Trace project so I can
> plan my summer hours with some accuracy.

I understand that the uncertainty with the Trace Instrument's project is causing some scheduling nightmares. I want to briefly update you.
The project smaller than we first thought. Initially it seemed like a cast of thousands would be involved. However, the company will pay for only three of us. Steve, Ming, and Stacy will work on the project. While you may be disappointed, I'm sure some "cost overruns" by the team will teach Trace Instruments a lesson
I have your name and will contract you if the project grows.
Wilma Vogel

A) The writer failed to proofread the message before sending.
B) The writer failed to understand the permanent nature of email messages.
C) The writer wasted bandwidth by quoting an earlier message.
D) The writer flamed the writer of an earlier message.

Answer 1

A, B

Question 2

What level of formality should be used in workplace correspondence with digital applications such as email and microblogs?

A) informal
B) moderately formal
C) very formal
D) The level of formality depends on the recipient.

Answer 2

B

Question 3

What does it mean to "link generously" when posting to a microblog at work?

A) Post links to websites and articles that are relevant to a subject you are discussing online.
B) Post links to as many online articles about your company as possible.
C) Post links for opportunities to give to charities.
D) Post links to a competitor's website after each link to your own company's information.

Answer 3

A

Question 4

You are writing a research paper on the hydrological impacts of hydraulic fracturing, or fracking, on groundwater in your state. In your research, you have found that a professor at a university in another state, Dr. Thomas Henry Wright, has conducted similar research. You decide to write an inquiry letter to ask him some questions. Which salutation is most appropriate for your letter?

A) Dear Tom:
B) Dear Thomas Henry Wright:
C) Dear Dr. Wright:
D) Dear Professor:

Question 5

Which of the following best defines writing that projects the "you attitude"?

A) writing that clearly sets the responsibility for a problem on the reader
B) writing that adopts the reader's point of view and has content, structure, and tone adjusted to meet his or her needs
C) writing that conveys defensiveness and self-protection
D) writing that addresses the reader as "you"

Question 6

Which of the following statements is true?

A) Clichés make your writing shorter and more efficient.
B) Clichés are a good way to write with the "you attitude."
C) Clichés give your writing a stilted tone.
D) Clichés give your writing a contemporary touch.

Question 7

three elements are always found at the top of the second and subsequent pages of a memo. One is the page number. What are the other two?

A) the writer's contact information
B) the date of the memo
C) the attention line
D) the name of the recipient

Question 8

In what situation should you use an attention line in a letter?

A) You hope your letter will attract the reader's attention.
B) You want to convey a sense of urgency.
C) You do not know the name of a specific person at the company you are writing to, but you want whoever holds a particular position to read the letter.
D) You want to identify the subject of your letter.

Question 9

which of the following is NOT a guideline for effective on-the-job microblogging?

A) Sound like a person.
B) Apologize when you make a mistake.
C) Regard your followers as a market for your company's products and services.
D) Learn the technology.

Question 10

Which of these sentences best avoids clichés?

A) We request the pleasure of your company at our recruiting event.
B) I am sorry we missed the deadline.
C) The work has been completed pursuant to the agreement signed last month.
D) It is our assertion that your organization's conduct does not exhibit compliance with the terms.

Question 11

If you are writing a letter using company stationery, which piece of information is most likely to be provided so that you do not have to type it?

A) the date
B) the inside address
C) the return address
D) the attention line

Question 12

You are one of four people on a search committee interviewing candidates for a marketing manager position in your department. The Human Resources (HR) department has asked each person on the committee to provide feedback after every interview. The candidate you interviewed this afternoon, Mr. Zoolander, did not seem at ease, and you were disappointed in several of his responses to questions. Which passage would be best to include in your email to the HR department?

A) "I was disappointed with several of Mr. Zoolander's responses to our questions. He did not show that he had thought deeply about the issues our department is facing."
B) "Zoolander is a no-go. Kind of a bug-eyed weirdo if you ask me."
C) "Zoolander almost blew a gasket when I asked him for a specific example of his leadership. And he went to that college on the other side of the state? That's all you need to know right there."
D) "Mr. Zoolander presents a curious case for this committee. I think his nervousness belies his enthusiasm for the position, but one cannot be too sure. I find myself in a position of ambivalence."

Question 13

When it appears in a letter, memo, or email, what does the symbol c stand for?

A) confidential
B) contract
C) copy
D) correspondence

Question 14

in which type of letter is flattering the recipient appropriate?

A) an inquiry letter
B) a claim letter
C) a "good news" adjustment letter
D) a "bad news" adjustment letter

Question 15

Your company intends to open a new office on the other side of the country. The goal is to expand the company's operations and move into some new and more exclusive markets. This is a major step for the company, and you want your shareholders to be impressed. Which type of correspondence should you use to communicate with your shareholders?

A) memo
B) letter
C) email
D) microblog post

Question 16

A writer working for the state department of agriculture wishes to educate farmers statewide about upcoming changes in irrigation policies. Which of the following types of communication would be most effective?

A) memo
B) email
C) letter
D) fax

Question 17

Why is it important to communicate honestly, no matter what type of document you create?

A) It shows respect for your reader and for yourself.
B) Dishonest communication can lead customers to take their business elsewhere.
C) Misleading your reader jeopardizes your credibility.
D) All responses are correct.

Question 18

What does the term bandwidth refer to in Chapter 9?

A) the amount of computer memory required to store a message you send
B) the frequency of the wifi network in your office
C) the width of your document on a smartphone screen
D) the space your message takes up and the time required to read it

Question 19

Which of the following is NOT a means of adhering to netiquette guidelines?

A) Avoid dispensing harsh criticism.
B) Take a friendly, casual tone.
C) Keep messages brief.
D) Avoid forwarding a message to online forums without obtaining the writer's permission.

Question 20

How might a business letter to someone from a very different culture differ from a business letter to someone from your own culture?

A) in the salutation
B) in the tone
C) in the level of specificity of the information
D) All responses are correct.

Question 21

Twitter tweets and Facebook posts can be forms of business correspondence.

Question 22

The terms letter and memo are interchangeable.

Question 23

What types of incidents and developments related to your organization should be the subject of posts on a company-sponsored microblog?

Question 24

Provide an example of a correspondence cliché.

Question 25

In a "bad news" adjustment letter, there is no sense trying to salvage goodwill; the reader is so angry that he or she will never do business with your company again.

Question 26

it is inappropriate to use headings in memos.

Question 27

Generally speaking, the netiquette guidelines that apply to emails do not apply to microblog posts.

Question 28

What do you call a letter in which you respond to a claim and tell the customer how you plan to handle the situation described in the letter?

Question 29

Email is usually archived digitally (stored permanently).

Question 30

Chapter 9 states two reasons language errors in correspondence are unprofessional. One is that they suggest a lack of respect for your reader and for yourself. What is the other reason?

Question 31

three elements are nearly always found at the top of the second and subsequent pages of a memo. One is the page number. What are the other two elements?

Question 32

A salutation is a greeting at the beginning of a letter, traditionally consisting of "Dear," the reader's courtesy title and last name, and a colon.

Question 33

what is one reason to avoid using clichés in correspondence?

Question 34

What is flaming?

Question 35

The number following an enclosure notation at the bottom of a letter indicates the number of sheets of paper enclosed with the letter.

Question 36

What does the notation cc stand for in a letter, memo, or email?

Question 37

In some cultures, a person is more likely to walk down the hall to deliver a brief message than to send an email, because doing so shows more respect.

Question 38

Provide an example of a salutation.

Question 39

Chapter 9 offers several guidelines for writing inquiry letters. One is to explain who you are and why you are writing. What is another guideline?

Question 40

One disadvantage of correspondence clichés is that they can be hard to understand.