question

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

answer

True

question

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

answer

True

question

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

answer

Some employers consider IM and texting distractions.

question

Which of the following is not a routine business message?

answer

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

question

The biggest advantage of business blogs is that they

answer

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

question

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

answer

Please Attend Staff Meeting August 15

question

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

answer

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

question

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

answer

False

question

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

answer

Identify herself when texting a new contact.

question

Which statement about the use of e-mail in today's workplace is most accurate?

answer

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

question

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

answer

closing.

question

One important guideline when preparing instructions is to

answer

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

question

Social media messages have replaced e-mail messages within organizations and to external audiences.

answer

False

question

Which of the following is the most effective opening sentence for a response message?

answer

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

question

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

answer

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

question

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

answer

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

question

All of the following are reasons businesses use social networking except

answer

to avoid legal challenges and issues.

question

A wiki

answer

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

question

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

answer

Letters

question

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

answer

sincere.

question

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

answer

True

question

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

answer

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

question

Which of the following is not a social networking site?

answer

Firefox

question

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

answer

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

question

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

answer

To verify the honesty of the customer's claim

question

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

answer

Use ragged, unjustified right margins.

question

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

answer

True

question

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

answer

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

question

Most workplace messages should be organized

answer

topically.

question

The body of a routine request message presents

answer

details explaining the request.

question

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?

answer

Thanks for your kind words regarding my promotion.

question

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.

answer

True

question

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

answer

False

question

The closing of an adjustment message should

answer

express confidence in future business relations.

question

Which statement about a sympathy message is most accurate?

answer

All statements are accurate.

question

Which of the following openings is most appropriate for a claim message?

answer

Please process a refund for $68 to reimburse us the amount we were overcharged for our banquet.

question

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

answer

All answer choices are accurate.

question

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

answer

Justify the right margin.

question

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

answer

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

question

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?

answer

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

question

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

answer

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

question

Which of the following statements about claims is most accurate?

answer

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

question

When service is involved in a claim, you should

answer

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

question

The conclusion of a response message should

answer

provide specifics if further action is required.

question

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

answer

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

question

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.

answer

True

question

Most companies receiving a claim message tend to

answer

respond promptly because they want to maintain customer goodwill and loyalty.

question

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

answer

True

question

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

answer

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

question

What is the best advice for writing goodwill messages?

answer

Send a goodwill message promptly.

question

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

answer

formality and sensitivity are essential.

question

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

answer

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

question

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

answer

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

question

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

answer

True

question

Blogs are most similar to

answer

journal entries.

question

A subject line in a direct reply letter

answer

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

question

You can improve the effectiveness of a claim message by

answer

explaining the problem with necessary details.

question

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

answer

True

question

In responding positively, you will want to

answer

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

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