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| 1 | |
The length of an informative or good news message depends on all of the following EXCEPT: |
| | A) | Your purposes. |
| | B) | The audience's needs. |
| | C) | The number and variety of visual elements in the document. |
| | D) | The complexity of the situation. |
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| 2 | |
All of the following are examples of secondary purposes for an informative or good news message EXCEPT: |
| | A) | To enhance the reputation of the writer's organization. |
| | B) | To build the credibility of the writer. |
| | C) | To ensure the message doesn't require more messages and create more work for the writer. |
| | D) | To de-emphasize any negative elements. |
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| 3 | |
All of the following are examples of primary purposes for an informative or good news message EXCEPT: |
| | A) | To build a good image of the writer. |
| | B) | To give information or good news to the reader. |
| | C) | To de-emphasize any negative elements. |
| | D) | To have the reader read the message, understand it, and view the information positively. |
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| 4 | |
Correct e-mail etiquette includes doing all of the following EXCEPT: |
| | A) | Ensuring that the message is necessary. |
| | B) | Always using "reply to all" when you respond to a message that has multiple recipients. |
| | C) | Using an accurate, concise and specific subject line. |
| | D) | Covering only one topic or purpose per e-mail. |
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| 5 | |
In an e-mail, a signoff |
| | A) | Should always include the writer's company, title and contact information. |
| | B) | Conveys the writer's tone (friendly, neutral, chilly etc.) to the reader. |
| | C) | Is unnecessary. Including it would show that the writer is treating the e-mail as if it were an informal letter instead of composing a correctly formatted e-mail. |
| | D) | Should always follow the preference of the writer's culture, not the reader's culture if the e-mail is being sent to someone in another country. |
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| 6 | |
An organizational pattern that is commonly used in business and appropriate for the type of message you're writing |
| | A) | Should be avoided. The organizational pattern should be customized for each message. |
| | B) | Is appropriate only for form letters and mass e-mails. |
| | C) | Gives the reader the negative impression that that you did not consider the message important enough to invest time and energy in personalizing it. |
| | D) | Will help you compose the message more quickly. |
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| 7 | |
When there is a negative element (such as a deadline for the reader to act) to a routine message, that negative element |
| | A) | Should be described after you explain reader benefits. |
| | B) | Should not be included. Negative elements do not belong in a routine message. |
| | C) | Should be presented right up front, so the reader does not form unrealistic expectations. |
| | D) | Should be presented as positively as possible. |
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| 8 | |
A subject line needs to be specific enough to differentiate your message from others on the same subject, but broad enough to cover everything in the message. Which of the following subject lines would be considered too general to use? |
| | A) | We Need Your Feedback on New Employee Intranet |
| | B) | Meeting for All Employees |
| | C) | All-Hands Meeting Friday to Explain Quarterly Results |
| | D) | Winner of "Name the New Parking Garage" Contest to be Chosen Monday |
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| 9 | |
If you have to make a choice when you're writing the subject line for an e-mail, you should choose |
| | A) | Writing full sentence over writing a fragment. |
| | B) | Being specific over being short. |
| | C) | Being short over being specific. |
| | D) | Being more general, to cover the full range of topics in the e-mail, over emphasizing the most important topic. |
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| 10 | |
A goodwill ending in an informative or positive message should do all of the following EXCEPT: |
| | A) | Focus on the business relationship you share with the reader. |
| | B) | Show that you see the reader as an individual. |
| | C) | Restate the main point you made in the first paragraph. |
| | D) | Fit your audience specifically. |
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| 11 | |
When writing informative and positive messages, you need to include reader benefits in all of the following situations EXCEPT: |
| | A) | When stressing benefits might make the reader sound selfish. |
| | B) | When you want to shape readers' attitudes toward the information or toward your organization. |
| | C) | When some of the benefits might not be obvious to the reader. |
| | D) | When you are presenting policies. |
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| 12 | |
Your news release can be considered successful if it |
| | A) | Explains technical issues in a way that most readers would understand. |
| | B) | Has contact information at the end. |
| | C) | Persuades a journalist that your story is newsworthy. |
| | D) | Includes a quote from your CEO. |
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| 13 | |
Mark Johnson is the production manager of a manufacturing company. His boss wants a summary of Mark's meeting with an external supplier. Which of the following would Mark NOT include in his summary? |
| | A) | The people who were present. |
| | B) | The actions needed as a result of the meeting. |
| | C) | The decision(s) made at the meeting. |
| | D) | Mark's impression of this supplier as opposed to the previous supplier of the same product. |
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| 14 | |
Where do you place the news that you're granting a customer's request for an adjusted price, discount, replacement or other benefit to resolve a complaint? |
| | A) | In the first sentence. |
| | B) | In the last sentence. |
| | C) | In the middle paragraph. |
| | D) | After you explain why you're going to grant the request. |
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