Deck 7: Writing Routine and Positive Messages

Question 1

You should begin routine requests with ________.

A) a clear statement of your request
B) a buffer that builds up to your main request
C) a justification for your request
D) an attention-getting statement, fact, or question

Answer 1

A

Question 2

When developing routine requests and positive messages,you should ________.

A) slowly build up to the request or main idea
B) not assume that your audience will comply
C) demand action to ensure compliance
D) soften your request with words such as "please" and "I would appreciate"

Answer 2

D

Question 3

For a simple request,you need to provide all the following EXCEPT ________.

A) information you want to know or what you want readers to do
B) reasons why you're making the request
C) reasons why it may be in your readers' interest to help you (if applicable)
D) originals of the documentation

Answer 3

D

Question 4

The body of a request for information should ________.

A) try to trigger the reader's memory of the relationship you had
B) include an offer to pay for the service rendered
C) contain a sincere apology for the trouble caused
D) list all the information the recipient would need in order to write the recommendation

Question 5

A message sent by an HR manager asking all employees to submit details about overtime done in the previous quarter is an example of a routine request asking for ________.

A) settlements to claims
B) recommendations
C) adjustments
D) information or action

Question 6

When stating your routine request upfront,you should ________.

A) use a demanding tone to ensure compliance
B) assume that your audience will comply
C) avoid spelling out exactly what you want
D) first offer a justification for the request

Question 7

When explaining and justifying your routine request in the body of your message,you should ________.

A) address multiple topics in one question
B) offer apologies for any inconvenience caused
C) put your most important request at the end
D) ask only questions that are central to your main request

Question 8

When listing a series of questions,you should ________.

A) ask only relevant questions
B) ask the most important questions last
C) ask as many questions as possible to avoid having to send another message
D) do all of the above

Question 9

For more complex situations you may need to provide ________.

A) the full name and address of the person to whom the letter should be sent
B) the deadline for sending the response
C) more extensive reasons and justification for your request
D) an offer to pay for the service rendered

Question 10

When making a routine request,the body of your message should ________.

A) put your most important request at the end
B) explain and justify your request
C) address multiple topics in one question
D) offer apologies for any inconvenience caused

Question 11

You write to your college professor,asking her to vouch for your skills and abilities to a prospective employer.This is an example of a routine request asking for ________.

A) settlements to claims
B) recommendations
C) adjustments
D) information or action

Question 12

The opening of a request for information should ________.

A) contain a sincere apology for the trouble caused
B) clearly state why the information is required
C) include an offer to pay for the service rendered
D) include the full name and address of the person to whom the information should be sent

Question 13

Which of the following is true about points to keep in mind when developing routine requests for recommendations?

A) Be sure to adapt your request to your audience and the situation.
B) Avoid stating why the recommendation is required.
C) Always write and enclose the letter yourself and ask that the reference sign the letter.
D) Offer to pay for the favour.

Question 14

When explaining and justifying your routine request in the body of your message,you should ________.

A) address multiple topics in one question
B) offer apologies for any inconvenience caused
C) start with your most important request
D) not assume that your audience will comply

Question 15

The closing of a routine request message should include ________.

A) a sincere apology for the inconvenience caused
B) explanations and justifications for the request
C) the phrase "thank you in advance" to ensure compliance
D) information about how you can be reached

Question 16

You are developing a routine request asking the sales personnel in your team to submit their sales figures for the month.Which of the following paragraphs would most effectively close your message?

A) Please send me the information by Thursday evening so that I can include the information in the monthly sales report. Thank you.
B) These figures should reach my office as soon as possible.
C) I would like to have these figures at the earliest since they need to be included in the monthly sales report. Thanks in advance.
D) Please ensure that this request is complied with by Thursday evening so that I can include the figures in the monthly sales report.

Question 17

When stating your routine request upfront,you should ________.

A) use the phrase "thank you in advance"
B) first offer a justification for the request
C) use a demanding tone to ensure compliance
D) state precisely what you want

Question 18

Which of the following is true about points to keep in mind when developing routine requests for recommendations?

A) Use the indirect approach for requests for recommendations.
B) Avoid stating why the recommendation is required.
C) A straightforward request gets the job done with a minimum of fuss.
D) Always offer to pay for the favour.

Question 19

When stating your request it is important to pay attention to ________.

A) organizing your questions
B) tone
C) providing contact information
D) asking relevant questions

Question 20

The closing of a routine request message should include ________.

A) a sincere apology for the inconvenience caused
B) explanations and justifications for the request
C) the phrase "thank you in advance" to ensure compliance
D) a specific request that includes any relevant deadlines

Question 21

Please use the information below to answer the following question(s):
Roza bought a bookcase from a furniture store two days ago. As she was trying to assemble the bookcase, two of the pieces broke off at the corners when being screwed together. Roza developed the following email to make a claim and request an adjustment from the company.
From: [e-mail]
To: [e-mail]
Sub: Request for product replacement
Dear Customer Service Representative,
I am terribly disappointed at the quality of the product I bought at Kian Furniture. I was shocked when some of the pieces just broke off into my hands during assembly.
Two of the pieces of the bookcase (model no. DA236698) I bought from your store in Orillia, ON) on 6 June, 2012, broke off at the corners when I was trying to screw them together to assemble the furniture. I was using the tools that were enclosed with the product and was following the assembly directions closely. I have attached a scanned copy of the bill for the purchase.
I want my money to be returned at the earliest. I have bought several products from Kian in the past but will not do so again if this matter is not resolved satisfactorily. You can reach me on my cell phone at [phone]. I look forward to hearing from you by the weekend.
Sincerely,
Roza White
The above message is likely to be ineffective because it fails to ________.

A) accurately convey the writer's anger and frustration
B) warn the reader of the consequences of non-compliance
C) include a neutral buffer statement in the opening
D) use a professional tone

Question 22

In the body of your routine message making claims or requesting actions,you should ________.

A) clearly express your anger and frustration
B) warn the reader of the consequences of inaction
C) apologize for the inconvenience caused
D) give a complete and specific explanation of the details

Question 23

For more complex requests you may have to include ________.

A) the full name and address of the person to whom the letter should be sent
B) a complete career summary
C) a sincere apology for the trouble caused
D) more extensive reasons and a justification for your request

Question 24

Sandra's new laptop is not running some key applications.She sends an email to the company's customer care centre explaining the problem.This is an example of a routine request for ________.

A) making a claim
B) information
C) recommendations
D) finalizing a decision

Question 25

Please use the information below to answer the following question(s):
Roza bought a bookcase from a furniture store two days ago. As she was trying to assemble the bookcase, two of the pieces broke off at the corners when being screwed together. Roza developed the following email to make a claim and request an adjustment from the company.
From: [e-mail]
To: [e-mail]
Sub: Request for product replacement
Dear Customer Service Representative,
I am terribly disappointed at the quality of the product I bought at Kian Furniture. I was shocked when some of the pieces just broke off into my hands during assembly.
Two of the pieces of the bookcase (model no. DA236698) I bought from your store in Orillia, ON) on 6 June, 2012, broke off at the corners when I was trying to screw them together to assemble the furniture. I was using the tools that were enclosed with the product and was following the assembly directions closely. I have attached a scanned copy of the bill for the purchase.
I want my money to be returned at the earliest. I have bought several products from Kian in the past but will not do so again if this matter is not resolved satisfactorily. You can reach me on my cell phone at [phone]. I look forward to hearing from you by the weekend.
Sincerely,
Roza White
As an expert in business communication,you realize that the following line in the closing of Roza's message is not likely to be effective: "I want my money to be returned at the earliest.I have bought several products from Kian in the past but will not do so again if this matter is not resolved satisfactorily." Which of the following statements would best replace these lines?

A) Please resolve this issue at the earliest. Also, please keep in mind that I will no longer shop at Kian if this issue is not resolved satisfactorily.
B) I would appreciate a complete refund of my money for this product or a voucher for the same amount. I have bought several pieces from Kian in the past and enjoy your modern and functional designs and excellent customer service.
C) I did enjoy shopping at Kian and your modern and functional designs. However, whether or not I continue shopping from your stores depends on how you respond to my request.
D) I expect a full and complete refund or voucher for the price of the bookcase that I recently bought. Considering that it broke during assembly and is now useless to me, don't you think that my request is only fair?

Question 26

When making claims or requesting adjustments,you should ________.

A) not assume that a fair adjustment will be made
B) use the indirect approach
C) always maintain a professional tone
D) not request specific action; leave that to the reader

Question 27

As HR manager at Greenview Insurance,you wish to communicate to a job applicant that he has been selected for the final interview process for the position of Financial Analyst.Which of the following sentences is the best opening line to use when using the direct approach for positive messages?

A) At Greenview Insurance, we believe in hiring people who share our vision of excellence in customer service.
B) We are pleased to inform you that, after much deliberation and an exhaustive review of your qualifications and test results, we have decided to select you from the pool of applicants for the final interview stage for the position of Financial Analyst at Greenview Insurance.
C) This is to let you know that we have carefully considered your qualifications and test results and compared them with those of our other job applicants and have concluded that you should be shortlisted for the final interview process for the position of Financial Analyst at Greenview Insurance.
D) You have been selected for the final interview for the position of Financial Analyst at Greenview Insurance.

Question 28

Which of the following is a guideline for making effective claims or requesting adjustments?

A) Always close with a sincere apology for the inconvenience caused.
B) Clearly convey your anger and frustration through your message.
C) Avoid giving a detailed explanation of your claim in the message.
D) Be prepared to back up your claim with relevant documents.

Question 29

The body of a request for information should ________.

A) include the full name and address of the person to whom the letter should be sent
B) try to trigger the reader's memory of the relationship you had
C) include an offer to pay for the service rendered
D) contain a sincere apology for the trouble caused

Question 30

Which of the following is a strategy for routine replies and positive messages?

A) Use the indirect approach.
B) Introduce your main idea in the body of the message.
C) Open with an interesting fact or question.
D) Embed any negative information in a positive context.

Question 31

Which of the following is the best opening for a good-news letter offering a job to a potential employee?

A) As you know, much deliberation and debate has gone into interviewing and selecting only the very best candidates for this position.
B) Thank you for meeting with us last week to discuss employment possibilities.
C) Congratulations, we would like to offer you a position at our company.
D) Any of the above

Question 32

If you have mildly negative information to deliver as part of a positive message you should ________.

A) put the negative information last
B) put the negative information first
C) put the negative information in a separate message; never combine positive and negative information
D) put the negative information in a favourable context

Question 33

In the close of your routine message making claims or requesting actions,you should ________.

A) politely request specific action
B) apologize for the inconvenience caused
C) warn the reader of the consequences of inaction
D) give a complete and specific explanation of the details of the claim

Question 34

Which of the following is a strategy for routine replies and positive messages?

A) Use the indirect approach.
B) Place your main idea in the opening of the message.
C) Open with an interesting fact or question.
D) Avoid embedding negative information in a positive context.

Question 35

When making claims or requesting adjustments,you should ________.

A) warn the reader of the consequences of inaction
B) apologize for the inconvenience caused
C) clearly convey your anger and frustration
D) assume that a fair adjustment will be made

Question 36

When making claims or requesting adjustments,you should open with a(n)________.

A) apology for the inconvenience caused
B) straightforward statement of the problem
C) neutral buffer statement
D) expression of your anger and frustration

Question 37

Please use the information below to answer the following question(s):
Roza bought a bookcase from a furniture store two days ago. As she was trying to assemble the bookcase, two of the pieces broke off at the corners when being screwed together. Roza developed the following email to make a claim and request an adjustment from the company.
From: [e-mail]
To: [e-mail]
Sub: Request for product replacement
Dear Customer Service Representative,
I am terribly disappointed at the quality of the product I bought at Kian Furniture. I was shocked when some of the pieces just broke off into my hands during assembly.
Two of the pieces of the bookcase (model no. DA236698) I bought from your store in Orillia, ON) on 6 June, 2012, broke off at the corners when I was trying to screw them together to assemble the furniture. I was using the tools that were enclosed with the product and was following the assembly directions closely. I have attached a scanned copy of the bill for the purchase.
I want my money to be returned at the earliest. I have bought several products from Kian in the past but will not do so again if this matter is not resolved satisfactorily. You can reach me on my cell phone at [phone]. I look forward to hearing from you by the weekend.
Sincerely,
Roza White
Which of the following statements would best replace the opening of the above message?

A) I am a regular customer at Kian and have always enjoyed the interactive shopping environment and modern and functional designs in your stores.
B) I was always a huge fan of the furniture at Kian and have bought several products from your stores. However, I am very disappointed with my new purchase.
C) Some pieces of a bookcase that I recently bought from your store broke during assembly. Please arrange to give me a complete refund of the price of the bookcase or a voucher for the same amount.
D) I expect a full and complete refund or voucher for the price of the bookcase that I recently bought. Considering that it broke during assembly and is useless to me, don't you think that my request is only fair?

Question 38

You should close a request for action with ________.

A) the full name and address of the person to whom the letter should be sent
B) a complete career summary
C) a sincere apology for the trouble caused
D) an expression of appreciation

Question 39

When explaining or justifying your request,you should always ________.

A) offer to pay for the service rendered
B) enclose a pre-written letter that the receiver only needs to sign
C) ask only relevant questions
D) apologize sincerely for the trouble caused

Question 40

Zack's dishwasher has broken down several times since he bought it six months ago.Zack writes a letter to the company's customer care center,explaining his problem and requesting that he receive a replacement for the defective product.This is an example of a routine message ________.

A) asking for information
B) asking for recommendations
C) asking for a decision
D) requesting adjustment

Question 41

Please use the information below to answer the following question(s):
Weaver Designs, a manufacturer and retailer of earth-friendly clothes for women, received a complaint from a customer that the dress she had purchased from them had faded after just one wash. The customer had asked that she be given a full refund on her purchase. However, all the clothes manufactured by Weaver Designs use natural dyes, which run upon being washed in the machine in hot water, which this customer indicated she had done. The washing instructions are clearly printed on the labels of all garments manufactured by Weaver and on the packaging. Nevertheless, in order to build customer goodwill, the company decides to offer to replace the garment with an identical piece.
Which of the following would be most effective as the closing for a message from a customer service executive of Weaver Designs to the customer,granting the claim?

A) We appreciate your support in our mission to promote green fashion and would love to know more about the other ways in which you try to help the environment.
B) We at Weaver Designs would like to minimize such complaints and urge you to double-check washing instructions next time.
C) We at Weaver Designs urge you to carefully read and follow the washing instructions-clearly printed on all labels and packaging-to prolong the life of your clothes and to avoid further claims of this kind.
D) We appreciate your support in our mission to promote green fashion and are very keen on avoiding such frivolous claims. We are sure you agree with us.

Question 42

Which of the following is a guideline for granting claims and requests for adjustment when your company is at fault?

A) Do not go into details of how you plan to resolve the situation.
B) Specifically assign blame to someone in your organization by name.
C) Start from the assumption that the information the customer provided is correct.
D) Imply that the customer is at fault.

Question 43

Which of the following is a guideline for granting claims and requests for adjustment when your company is at fault?

A) Sympathize with the customer's inconvenience or frustration.
B) Specifically assign blame by name to someone in your organization.
C) Start from the assumption that the information the customer provided is incorrect.
D) Imply that the customer is at fault.

Question 44

Which of the following is a guideline for granting claims and requests for adjustment when the customer is at fault?

A) Try to discourage future mistakes without insulting the customer.
B) Always apologize, even when the customer is at fault.
C) Start from the assumption that the information the customer provided is incorrect.
D) Clearly point out that the customer is at fault.

Question 45

When granting claims and requests for adjustment when your company is at fault,you should NOT ________.

A) take or assign personal responsibility for setting matters straight
B) go into the details of how you plan to resolve the situation
C) start from the assumption that the information the customer provided is correct
D) imply that the customer is at fault

Question 46

Please use the information below to answer the following question(s):
Weaver Designs, a manufacturer and retailer of earth-friendly clothes for women, received a complaint from a customer that the dress she had purchased from them had faded after just one wash. The customer had asked that she be given a full refund on her purchase. However, all the clothes manufactured by Weaver Designs use natural dyes, which run upon being washed in the machine in hot water, which this customer indicated she had done. The washing instructions are clearly printed on the labels of all garments manufactured by Weaver and on the packaging. Nevertheless, in order to build customer goodwill, the company decides to offer to replace the garment with an identical piece.
Which of the following would be most effective as the opening statement for a message from a customer service executive of Weaver Designs to the customer,granting the claim?

A) Thanks for contacting us about the dress that you purchased from Weaver Designs. Even though the problem of fading arose from the fact that you washed the dress in hot water, instead of cold-as is spelled out in the washing instructions on the label-we are sending you a replacement.
B) The problem that you brought to our notice occurred because you washed the naturally dyed dress in hot water, instead of cold, as the instructions clearly explain. Nevertheless, we are mailing you a dress identical to the one you purchased.
C) Thanks for contacting us about the dress that you purchased from Weaver Designs. We are mailing you a dress identical to the one you purchased, even though the fading was a result of washing the naturally dyed dress in hot water in the machine.
D) At Weaver Designs, we take pride in making all of our clothes from natural, earth-friendly fabrics and dyes. However, to retain their colour and shape, these fabrics need to be washed gently in cold water, either in your machine or by hand, and laid flat to air-dry. From your email, it appears that you neglected to do so. Nevertheless, we are mailing you an identical dress.

Question 47

Because good news is always welcome,you should ________.

A) use the direct approach to state the good news right away
B) include emotions to show that you feel positive about the news
C) use the indirect approach to build up to the good news in the middle
D) conclude with the good news so that the message ends on a positive note

Question 48

When granting claims and requests for adjustment when your company is at fault,you should ________.

A) specifically assign blame to someone in your organization by name
B) follow up to verify that your response was correct
C) start from the assumption that the information the customer provided is incorrect
D) imply that the customer is at fault

Question 49

Most routine communications are ________.

A) impersonal
B) neutral
C) positive
D) negative

Question 50

Please use the information below to answer the following question(s):
Weaver Designs, a manufacturer and retailer of earth-friendly clothes for women, received a complaint from a customer that the dress she had purchased from them had faded after just one wash. The customer had asked that she be given a full refund on her purchase. However, all the clothes manufactured by Weaver Designs use natural dyes, which run upon being washed in the machine in hot water, which this customer indicated she had done. The washing instructions are clearly printed on the labels of all garments manufactured by Weaver and on the packaging. Nevertheless, in order to build customer goodwill, the company decides to offer to replace the garment with an identical piece.
Which of the following is a pointer for writing positive messages?

A) Omit negative information, if any.
B) Always verify only the dates of correspondence.
C) Never collaborate with another employee in developing the letter.
D) If further action is needed, tell the reader how to proceed and encourage the reader to act promptly.

Question 51

When granting claims and requests for adjustment when your company is at fault,you should ________.

A) specifically assign blame to someone in your organization by name
B) take steps to repair the relationship
C) start from the assumption that the information the customer provided is incorrect
D) imply that the customer is at fault

Question 52

When granting claims and requests for adjustment when your company is at fault,you should NOT ________.

A) blame anyone in your organization by name
B) go into the details of how you plan to resolve the situation
C) start from the assumption that the information the customer provided is correct
D) openly sympathize with the customer's situation

Question 53

When granting claims and requests for adjustment when the customer is at fault,you should ________.

A) discourage the customer from communicating with the company in the future
B) always apologize, even when the customer is at fault
C) not argue with the customer's version of events
D) clearly point out that the customer is at fault

Question 54

When writing positive letters you should close with ________.

A) the good news
B) a courteous expression of goodwill
C) details of the request
D) negative information

Question 55

Please use the information below to answer the following question(s):
Weaver Designs, a manufacturer and retailer of earth-friendly clothes for women, received a complaint from a customer that the dress she had purchased from them had faded after just one wash. The customer had asked that she be given a full refund on her purchase. However, all the clothes manufactured by Weaver Designs use natural dyes, which run upon being washed in the machine in hot water, which this customer indicated she had done. The washing instructions are clearly printed on the labels of all garments manufactured by Weaver and on the packaging. Nevertheless, in order to build customer goodwill, the company decides to offer to replace the garment with an identical piece.
Which of the following would be most effective as the body for a message from a customer service executive of Weaver Designs to the customer,granting the claim?

A) At Weaver Designs, we take pride in making all of our clothes from natural, earth-friendly fabrics and dyes that must not be washed in hot water or put in the dryer. Please ensure that, henceforth, you wash the dress gently in cold water, either in your machine or by hand, and lay flat to air-dry.
B) The problem that you brought to our notice is because you washed the naturally dyed dress in hot water, instead of cold, as the instructions clearly explain. We request you to pay close attention to the washing instructions when you wash this dress.
C) We at Weaver Designs urge you to carefully read and follow the washing instructions-clearly printed on all labels and packaging-to prolong the life of your clothes and to avoid further claims of this kind.
D) At Weaver Designs, we take pride in making all of our clothes from natural, earth-friendly fabrics and dyes. To retain their colour and shape, these fabrics need to be washed gently in cold water, either in your machine or by hand, and laid flat to air-dry.

Question 56

Routine replies and positive messages should close with ________.

A) a sincere apology for the trouble caused
B) an expression of appreciation or goodwill
C) a detailed explanation of the request
D) a mention of the consequences of non-compliance

Question 57

Routine replies and positive messages should close with ________.

A) a sincere apology for the trouble caused
B) information highlighting a benefit to the audience
C) a detailed explanation of the request
D) a mention of the consequences of non-compliance

Question 58

When writing a procedure,you should do all of the following EXCEPT ________.

A) identify the purpose so readers know what they need to do
B) include the instructions in emails, letters, memos, and/or manuals
C) define basic terms no matter who the audience is
D) put the steps in logical sequence so that they are easy to scan and follow

Question 59

Which of the following is a guideline for granting claims and requests for adjustment when your company is at fault?

A) Explain precisely how you have resolved, or plan to resolve, the situation.
B) Specifically assign blame to someone in your organization by name.
C) Start from the assumption that the information the customer provided is incorrect.
D) Imply that the customer is at fault.

Question 60

Please use the information below to answer the following question(s):
Weaver Designs, a manufacturer and retailer of earth-friendly clothes for women, received a complaint from a customer that the dress she had purchased from them had faded after just one wash. The customer had asked that she be given a full refund on her purchase. However, all the clothes manufactured by Weaver Designs use natural dyes, which run upon being washed in the machine in hot water, which this customer indicated she had done. The washing instructions are clearly printed on the labels of all garments manufactured by Weaver and on the packaging. Nevertheless, in order to build customer goodwill, the company decides to offer to replace the garment with an identical piece.
Which of the following is a pointer for writing positive messages?

A) Use phrases such as "Please feel free to…" to generate goodwill.
B) Avoid offering additional services.
C) Avoid trite, obvious statements.
D) Do not volunteer information about the request.

Question 61

Which of the following is true about sending goodwill messages?

A) If you are already friendly with the reader, a personal tone is appropriate when sending congratulations.
B) A hand-written note of appreciation is inappropriate in today's electronic media environment.
C) Send congratulations for personal events only if you know the reader well.
D) In a letter of appreciation, do not specifically mention the person or persons you want to praise, as that can demoralize the others.

Question 62

In order to write a successful news release,you should ________.

A) use positive, self-congratulatory adjectives and adverbs
B) try to cover multiple, unrelated news items at once
C) write in long descriptive sentences and paragraphs
D) put your most important idea first

Question 63

In order to write a successful news release,you should ________.

A) put your most important idea last
B) minimize self-congratulatory adjectives and adverbs
C) write in long descriptive sentences and paragraphs
D) try to cover multiple, unrelated news items at once

Question 64

When writing routine requests,you must not assume that your audience will comply with your request.

Question 65

Which of the following is true about sending goodwill messages?

A) A personal tone is inappropriate when sending congratulations even if you are already friendly with the reader.
B) A handwritten note of appreciation is inappropriate in today's electronic media environment.
C) Send congratulations for personal events only if you know the reader well.
D) Goodwill messages need not have a direct business purpose.

Question 66

The opening of a written request must contain buffer statements that gradually build up to the main idea,which is introduced in the body of the message.

Question 67

When writing condolences,you should ________.

A) avoid recounting humorous anecdotes
B) dwell on the details of the loss
C) write as if you were speaking privately to the person
D) never rely on reputation to write about the special qualities of the deceased

Question 68

When writing condolences,you should ________.

A) avoid recounting humorous anecdotes
B) dwell on the details of the loss
C) quote poetic passages and use formal phrases
D) write about special qualities of the deceased

Question 69

A traditional press release ________.

A) should be written directly to the ultimate audience, such as the readers of a newspaper
B) does not follow the customary pattern for a positive message
C) should contain positive, self-congratulatory adjectives and adverbs
D) presents the good news first, followed by details and a positive close.

Question 70

Good-news announcements are often communicated in a ________,a specialized document used to share relevant information with the news media.

A) boilerplate
B) manifesto
C) newsfeed
D) press release

Question 71

In order to write a successful news release,you should ________.

A) use positive, self-congratulatory adjectives and adverbs
B) focus on one subject
C) write in long descriptive sentences and paragraphs
D) put your most important idea last

Question 72

When writing a personalized reply to a request you should ________.

A) limit your remarks to provable facts
B) refer to the previous correspondence
C) offer to provide a personal reference
D) omit all negative information

Question 73

Which of the following is true about social media releases?

A) They emphasize the use of bullet-point content over narrative paragraphs.
B) They present fully developed stories and do not require editors to assemble their own stories.
C) In order to eliminate clutter, they should not include videos and other multimedia elements.
D) They are challenging to publicize.

Question 74

In order to write a successful news release,you should ________.

A) use positive, self-congratulatory adjectives and adverbs
B) try to cover multiple, unrelated news items at once
C) keep your sentences and paragraphs short
D) put your most important idea last

Question 75

Goodwill messages should not be ________.

A) unexpected
B) without a direct business purpose
C) exaggerated
D) congratulatory

Question 76

A good pointer for personalized reply to a request is ________.

A) always verify only the dates
B) never collaborate with the former employee in developing the letter
C) offer to provide a personal reference
D) give a glimpse into your corporate culture and encourage the reader to keep in touch

Question 77

Which of the following is a guideline for writing a successful news release?

A) Cover multiple, unrelated news items at once.
B) Put your most important idea last.
C) Use self-congratulatory adjectives and adverbs.
D) Follow established industry conventions for style, punctuation, and format.

Question 78

In order to write a successful news release,you should ________.

A) use positive, self-congratulatory adjectives and adverbs
B) try to cover multiple, unrelated news items at once
C) ensure relevance to the specific publications for which it is meant
D) put your most important idea last

Question 79

Which of the following is true about social media releases?

A) They emphasize the use of narrative paragraphs over bullet-point content.
B) They present fully developed stories and do not require editors to assemble their own stories.
C) They offer the ability to include videos and other multimedia elements.
D) They are challenging to publicize.

Question 80

When writing a procedure,you should ________.

A) bold warnings
B) use point form for the overview and steps
C) include an explanation for each step
D) include an illustration for each step