Deck 14: Corresponding in Print and Online

Question 1

Chapter 14 offers ten suggestions for representing your organization on a microblog. Two are to decide on your audience and purpose and to learn the technology. What are three other suggestions?

Answer 1

not answered

Question 2

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

Answer 2

False

Question 3

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

Answer 3

True

Question 4

Provide an example of a letter cliché.

Question 5

What is the name for a letter in which you respond to a claim and tell the writer how you plan to handle the situation described in the letter?

Question 6

Chapter 14 offers several guidelines for writing inquiry letters. One is to explain who you are and why you are writing. What is another guideline?

Question 7

Email is usually archived digitally (backed up in some way).

Question 8

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

Question 9

The terms letter and memo are interchangeable.

Question 10

What are three categories of cultural differences in business correspondence?

Question 11

What is flaming?

Question 12

Tweets and Facebook posts can be forms of business correspondence.

Question 13

Chapter 14 describes two common letter formats. One is modified block. What is the other format described in the chapter?

Question 14

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

Question 15

According to Chapter 14, it is inappropriate to use headings in memos.

Question 16

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

Question 17

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 18

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 you again.

Question 19

Chapter 14 states two reasons to avoid language errors in correspondence. One is that they suggest a lack of respect for your reader and for yourself. What is the other reason?

Question 20

Provide an example of a salutation.

Question 21

According to Chapter 14, three elements should appear at the top of the second and subsequent pages of a memo. One is the page number. What are the other two?

A) the date of the memo and the subject line
B) the date of the memo and the name of the writer
C) the attention line and the subject line
D) the date of the memo and the name of the recipient

Question 22

Chapter 14 describes two common letter formats. One is modified block. What is the other format?

A) full block
B) modified block with enhanced formatting
C) simplified block
D) full-justified block

Question 23

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 24

Which of the following sentences effectively uses plain language appropriate for business correspondence?

A) As per your request, attached please find the information about the new landscaping equipment.
B) Pursuant to our agreement of March 14, I have enclosed a check for the final payment.
C) We wish to advise you that the new contract will be issued next week.
D) Attached is a copy of the contract for you to sign.

Question 25

According to Chapter 14, which of the types of correspondence below is generally considered the LEAST formal?

A) letters
B) email
C) memos
D) microblogs

Question 26

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

A) writing that clearly puts the responsibility for a problem on the reader
B) writing that has the tone and style you would like to see in a letter you received
C) writing that conveys defensiveness and self-protection
D) writing that addresses the reader as "you"

Question 27

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 28

Which of the following statements is true?

A) Memos are commonly written to people outside your own organization.
B) Memos are commonly written to people within your own organization.
C) Memos are a highly formal type of workplace correspondence.
D) Memos should not contain content with section headings.

Question 29

Which of the following is NOT a netiquette guideline?

A) Avoid dispensing harsh criticism.
B) Take a friendly, casual tone.
C) Don't send jokes or other nonbusiness messages.
D) Avoid forwarding a message to online forums without obtaining the writer's permission.

Question 30

Which of the following should NOT be included in a memo?

A) a subject line
B) an inside address
C) headings
D) a clear statement of purpose

Question 31

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 32

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 33

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 would be the best passage 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 34

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.

Question 35

A small manufacturer of computer games discovers an error in the instructions shipped with the latest product. A writer at the company has been asked to write a letter to recent purchasers of the product explaining the correct information and apologizing for the mistake. Which of the following would NOT appropriately be included in this letter?

A) blind-copy notation
B) a heading
C) a subject line
D) an offer of a discount on another product

Question 36

What is the function of a claim letter?

A) to request information
B) to respond to questions
C) to respond to a complaint
D) to make a complaint

Question 37

You are writing a research paper on the impacts of hydraulic fracturing ("fracking") on groundwater in your state. Through your research, you have found that a professor at a university in another state, Dr. Thomas Henry Wright, has conducted extensive research on the subject. 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 38

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, so you do not know who will read the letter.
D) You want to identify the subject of your letter.

Question 39

According to Chapter 14, 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 40

Memos and letters are often distributed electronically through which of the following means?

A) through online discussion forums
B) through microblog posts
C) as attachments to email messages
D) through file-sharing services