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Memos should be organized directly by conveying the main idea first.

True

E-mail is appropriate for short, informal messages that request information and respond to inquiries.

True

Why do some employers forbid employees to use instant messaging (IM) and texting?

Some employers consider IM and texting distractions.

Which of the following is not a routine business message?

An all-staff memo that outlines the new procedures for processing returned merchandise

The biggest advantage of business blogs is that they

have the potential to reach a vast, far-flung audience.

Jackson is sending an e-mail message about an important upcoming meeting. Which of the following represents the most effective subject line?

Please Attend Staff Meeting August 15

What is the best advice when preparing a memo as an e-mail attachment?

Include the date, sender’s name, receiver’s name, and subject line on the memo.

Most e-mails should be organized using the indirect organizational strategy.

False

Tara is starting a new job that will allow her to use text messaging. What advice should she follow?

Identify herself when texting a new contact.

Which statement about the use of email in today’s workplace is most accurate?

Most messages in today’s workplace are sent by e-mail.

End dates and specific actions in a routine request message should be placed in the

closing.

One important guideline when preparing instructions is to

divide the process into logical steps and present them in the correct order.

Social media messages have replaced e-mail messages within

False

organizations and to external audiences. Which of the following is the most effective opening sentence for a response message?

"Yes, we can put together a corporate travel package that will meet your needs and fit your budget."

Which of these statements regarding the use of e-mail for goodwill messages is most accurate?

E-mail should never be used for sending any type of goodwill message.

Which of the following is the most appropriate closing for an e-mail message or memo?

Please submit your report by August 1 so that the information can be presented at the seminar.

All of the following are reasons businesses use social networking except

to avoid legal challenges and issues.

A wiki

is a Web-based tool that uses collaborative software to allow multiple users to create, access, and modify documents.

Which of the following is not one of the most frequently used communication channels in businesses today?

Letters

Goodwill messages should be short, selfless, specific, spontaneous, and

sincere.

The major attraction of instant messaging (IM) in business is realtime communication with colleagues anywhere in the world as long as a cell phone signal or a Wi-Fi connection is available.

True

Which of the following statements about online complaints or reviews is most accurate?

Individuals should give companies an opportunity to resolve the issue before writing an online complaint.

Which of the following is not a social networking site?

Firefox

Which of the following statements about texting in the workplace is most accurate?

Text messaging is replacing e-mail for short internal communication.

Which of the following is not a goal when writing adjustment messages?

To verify the honesty of the customer’s claim

In the popular block letter format, which of the following guidelines apply?

Use ragged, unjustified right margins.

When you respond to customers online, you should do so in less than 24 hours.

True

Which of the following statements best describes use of social networks by businesses today?

Companies struggle with finding the right balance between permitting access to the Web and protecting security as well as ensuring productivity.

Most workplace messages should be organized

topically.

The body of a routine request message presents

details explaining the request.

Isabel is responding to a congratulatory note she received from a colleague. Which of the following is the best sentence to include in her response?

Thanks for your kind words regarding my promotion.

The only factor to consider when deciding if a business letter is the appropriate communication channel is if you are writing to a secondary audience.

True

In block letter style, headings are flush left, but paragraphs and some other elements are indented.

False

The closing of an adjustment message should

express confidence in future business relations.

Which statement about a sympathy message is most accurate?

All statements are accurate.

Which of the following openings is

Please process a refund for $68 to

most appropriate for a claim message?

reimburse us the amount we were overcharged for our banquet.

Which statement about the format of a business letter is most accurate?

All answer choices are accurate.

To correctly format a hard-copy interoffice memorandum, which of the following is not a guideline you should follow?

Justify the right margin.

Which of the following is the best opening for a note expressing thanks for a gift?

Thank you, Elena, for the e-reader commemorating my twenty years with Brown Sales; it will make a perfect travel companion.

You should use sensitive language in an adjustment message in case the customer is already upset. Therefore, which of the following provides the best advice?

Don’t use negative words (regret, error, failure); do use positive words (hope, achieve, strive).

Including a subject line in your e-mail message is optional because the message is usually short.

Including a subject line in your e-mail message is optional because the message is usually short.

Which of the following statements about claims is most accurate?

Businesses will probably take a claim letter more seriously than an e-mail message or a telephone call.

When service is involved in a claim, you should

avoid naming the service representatives involved or otherwise identifying responsible company employees.

The conclusion of a response message should

provide specifics if further action is required.

Which of the following sentences is not a parallel step in this set of instructions?

Placing age or gender preference in the candidate qualifications section creates legal jeopardy.

If you must provide large amounts of data or answer many questions in your response message, make your message more readable with graphic devices such as lists, tables, headings, boldface, or italics.

True

Most companies receiving a claim

respond promptly because they want

message tend to

to maintain customer goodwill and loyalty.

Memos are used to convey procedures, official instructions, and reports.

True

Which of the following is the most appropriate opening for an adjustment message granting a claim?

Thank you for your letter of November 16 describing your bad dining experience with us last weekend.

What is the best advice for writing goodwill messages?

Send a goodwill message promptly.

Although e-mail is successful for both internal and external communication, you should still use letters when

formality and sensitivity are essential.

In which of the following situations should you send a letter instead of an e-mail message?

You are asking leading members of the community to contribute to a fundraising event to improve local parks.

Which of the following sentences represents an appropriate end date in a claim message?

Because we have enjoyed your prompt service in the past, we hope to receive the correct projectors by January 12.

One goal of an adjustment message is to promote future business.

True

Blogs are most similar to

journal entries.

A subject line in a direct reply letter

generally refers in abbreviated form to previous correspondence and/or summarizes a message.

You can improve the effectiveness of a claim message by

explaining the problem with necessary details.

Which of the following statements about instant messaging in the workplace is most accurate?

…

When writing goodwill messages, you should always use the "you" perspective.

True

In responding positively, you will want to

start with an explanation of the reasons the request is granted.

https://subjecto.com/flashcards/bus-130-test-2/ Terms in this set (50) Joaquin will use the three-step writing plan for his claim message. In the body of the message, Joaquin will identify enclosed copies of all pertinent documents. Which of the following sentences is not a parallel step in this set of instructions? Placing age or gender preference in the candidate qualifications section creates legal jeopardy. Goodwill messages should be short, selfless, specific, spontaneous, and sincere. Which of the following is an effective opening for a routine request message? Please answer the following questions about your Web services One important guideline when preparing instructions is to divide the process into logical steps and present them in the correct order. Although e-mail is successful for both internal and external communication, you should still use letters formality and sensitivity are essential. Isabel is responding to a congratulatory note she received from a colleague. Which of the following is the best sentence to include in her response? Thanks for your kind words regarding my promotion. The closing of an adjustment message should express confidence in future business relations. Which of the following is not a routine business message? A letter to a customer denying his or her request for credit Which part(s) of your messages are readers likely to find most interesting and read first? Opening and closing

Terms in this set (100)

Which statement about the format of a business letter is most accurate The appearance of a business letter can send nonverbal messages about a sender to a receiver Which of the following would be the most effective closing statement in a routine action request message? Please send a contract for heating and ventilation work by April 1 to allow installation to begin by April 15. The body of a routine request message presents Details explaining the request Goodwill messages should be short, selfless, specific, spontaneous, and Sincere What is the best advice for writing goodwill messages Send a goodwill message promptly. The conclusion of a response message should Provide specifics if further action is required Which of the following sentences most effectively present promotional materials in a message responding to a customer inquiry You will find that our top-selling host gift baskets not only welcome your guests but also save money and time compared to individually purchasing and assembling your host baskets on site In writing messages that deliver instructions, what advice should you follow? Assume that employees want to contribute to the success of the organization Which of the following is the most effective opening sentence for a response message? Yes, we can put together a corporate travel package that will meet your needs and fit your budget Most companies receiving a claim message tend to respond promptly because they want to maintain customer goodwill and loyalty.

Most companies receiving a claim letter tend to respond only to letters containing complaints that could result in lawsuits or financial harm.

Terms in this set (12) I. Planning and Organizing a Neutral or Positive Message Major idea first, explanations and details, friendly closing

Direct Organizational Plan Presents main idea first, followed by explanations and details, then friendly closing Indirect Organizational Plan reasons are presented before the major idea, is sometimes used for bad-news and persuasive messages Neutral Message if you anticipate the reader will do as you ask without having to be persuaded A. Major Idea First Present first clearly and directly-you may use a direct, a statement, or a polite request the main idea Polite Request Guidelines give any background information, decide in advance how much detail you need, ask as few questions as possible, arrange your questions in logical order, limit content to one topic per question B. Explanation and Details need to explain initial request and include background information (reason for asking) immediately before or after making the request. C. Friendly Closing use friendly, positive tone in your last paragraph, express appreciation, and justify any deadlines, or offer reciprocate, make closing specific to the purpose and original II. Using Instant Messages for Neutral Messages good choice for simple, neutral messages that require quick responses A. When to IM at work To ask a simple question, to convey information quickly, or to get a fast response, In the way IM is used within your organization's culture, Not for personal or confidential business information, Not for excessive personal messaging at work Terms in this set (67) Organizing a Neutral Message (Request) (Definition): A message is neutral if you expect the reader will do as asked without being asked without having to be pursued/persuaded. Organizing a neutral message inductive. Start with specific and go to general Organizing a neutral message Major idea is first introduced as a direct statement or polite request. Organizing a neutral message Background information will be dependent on how much knowledge receiver has regarding the project. Planning and Organizing A written message provides a record of communication. Always be clear, concise, succinct, and articulate. Planning and Organizing Your message is inaccurate if you omit something that the reader should know. Planning and Organizing

The direct organization gets to the point quickly (State main idea first, then provide details and explanation as required by the reader & Face-to-face communication is the richest.) Instant messaging When you instant message ask a simple question Instant messaging Be very concise Instant messaging IM's are not recommended for personal use for information. Terms in this set (43) Which statement about the format of a business letter is most accurate? The appearance of a business letter can send nonverbal messages about a sender to a receiver. Which of the following sentences represents an appropriate end date in a claim message?

Because we have enjoyed your prompt service in the past, we hope to receive the correct projectors by January 12. In which of the following situations should you send a letter instead of an e-mail message? You are asking leading members of the community to contribute to a fundraising event to improve local parks.

All of the following are considered routine business messages except a letter to a customer denying a request for credit. When service is involved in a claim, you should cite names of individuals spoken to and dates of calls.

Which of the following sentences would be least effective in a sympathy note? I am sorry to hear your sad news; but if I may be of any help, please do not hesitate to contact me. A popular format of business letters, called _____________________ style, aligns all parts on the left of the page. block Although e-mail is successful for both internal and external communication, you should still use letters when formality and sensitivity are essential.

Which of the following would be the most effective closing statement in a routine action request message? Please send a contract for heating and ventilation work by April 1 to allow installation to begin by April 15. Dean has decided to include an apology as part of an adjustment message he is writing. Where in the message should he include it? The opening

Terms in this set (93) Most workplace messages are positive or neutral. True Which of the following is not a routine business message? A letter to a customer denying his or her request for credit Although e-mail is successful for both internal and external communication, you should still use letters when Formality and Sensitivity are essential The appearance of a business letter can send nonverbal messages about a sender to a receiver. true When business writers request information or action that will likely be received positively, they should frontload their messages, which requires putting the most significant statement first Which of the following is an effective opening for a routine request message? Please answer the following questions about your Web services. Which part(s) of your messages are readers likely to find most interesting and read first? Opening and closing Courtney is getting married and is trying to gather information about the banquet facilities of a potential venue in Las Vegas. She has lots of questions and decides to write a routine informational message. How should she present these questions in her message? In a bulleted or numbered list in the body of her message End dates and specific actions in a routine request message should be placed in the closing Which of the following would be the most effective closing statement in a routine action request message? Please send a contract for heating and ventilation work by April 1 to allow installation to begin by April 15.

Which of the following is an effective opening for a routine request message? a. Please answer the following questions about your Web services. b. My name is Jill Aubrey, and I am the office manager for Cape Consulting Inc. c. I recently read an article about your firm in the local newspaper.

d. Cape Consulting Inc. is the premier communication-consutling firm in the Cape and islands area. a. Please answer the following questions about your web services. specifies the reason that you are writing and is an appropriate, direct opening for your routine request.

Terms in this set (10) Most workplace messages are a. positive or neutral b. placed on Post-It notes in the employees' lounge. c. long and ambiguous. d. sent via text message a. positive or neutral Most workplace messages should be organized a. chronologically b. topically c. indirectly d. directly d. directly Which of the following is NOT a routine business message? a. An e-mail reply to a customer acknowledging that his or her order has been shipped. b. An e-mail message to a coworker that confirms the time for an upcoming meeting. c. A letter to a customer denying his or her request for credit. d. An all-staff memo that outlines the new procedures for processing returned merchandise. c. A letter to a customer denying his or her request for credit. Which of the following statements best describes the use of letters, e-mails, and memos in business today? a. Despite the popularity of e-mail, in certain situations letters remain the preferred channel of communication for delivering messages outside an organization. b. Businesses today use e-mail, memos, and letters interchangeably for all audiences, purpose...