Chapter 6 Quiz

T/F Business letters are more confidential than electronic media such as e-mail.

True

T/F Business letters make the best impression if you use a good format such as the popular block style.

True

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, purposes, and messages. c. Businesses use memos to deliver positive messages internally and externally, but they use formal business letters to deliver negative messages. d. E-mail delivers most internal communication, hard-copy memos deliver most external communication, and letters communicate only legal issues.

a. Despite the popularity of e-mail, in certain situations letters remain the preferred channel of communication for delivering messages outside an organization.

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

Although e-mail is successful for both internal and external communication, you should still use letters when a. you need immediate feedback. b. formality and sensitivity are essential. c. the message must reach your reader very quickly. d. you have too little time to proofread.

b. formality and sensitivity are essential.

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.

In which of the following situations should you send a letter instead of an e-mail message? a. You are inviting employees to the annual sales seminar. b. You are reminding employees of Friday's divisional meetings c. You are asking leading members of the community to contribute to a fundraising event to improve local parks. d. You are planning a sales team meeting.

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

Most workplace messages should be organized a. chronologically b. topically c. indirectly d. directly

d. directly

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

False

T/F Letters are the preferred channel of communication for delivering messages inside an organization.

False