Chapter 1

Consider the following situation and choose the most appropriate communication channel. "You have been working on a new cell phone product for the last year. It hits store shelves next month. There's not much time left to inform the sales team about the phone's new features. What is the best way to educate them so they can come up with a coordinated sales approach?"

A face-to-face group meeting

Consider the following situation and choose the most appropriate communication channel. "One of your coworkers is being sued by a client for misrepresentation. You were there when the coworker spoke to the client, and you know exactly what your coworker said. The legal team has asked you for a signed, written statement describing what you witnessed, but they need it at the courthouse by this afternoon. How will you deliver this important message quickly enough?"

A fax

Technology and competition continue to accelerate the pace of business; thus, business writers switch to increasingly faster means of communication. Consider the following scenario and determine if a faster communication channel would be more appropriate. Marco is on the phone with a client. He needs to get his boss's approval for an immediate change in the client's contract. Marco writes his boss an e-mail.

Marco should send an instant message

After identifying the purpose of your message, you should select the most appropriate communication channel. When determining the most effective channel for your message, which of the following should you consider? Check all that apply.

- Amount and speed of feedback and interactivity required - Cost of the channel - Confidentiality and sensitivity of the message

After identifying the purpose of your message, you should select the most appropriate communication channel. When determining the most effective channel for your message, which of the following should you consider? Check all that apply. - Technological know-how - Degree of formality desired - Necessity of a permanent record - Confidentiality and sensitivity of the message - Importance of the message - Sender's composing preference

- Degree of formality desired - Necessity of a permanent record - Confidentiality and sensitivity of the message - Importance of the message

After identifying the purpose of your message, you should select the most appropriate communication channel. When determining the most effective channel for your message, which of the following should you consider? Check all that apply. - Degree of formality desired - Necessity of a permanent record - How long it will take to write the message - Importance of the font choice - Importance of the message - Technological know-how

- Degree of formality desired - Necessity of a permanent record - Importance of the message

In order to craft effective business messages, beginning writers should follow the writing process closely. The first step in this process is analyzing the purpose of the message and audience. Why is it important to identify the purpose of your message before you start writing? Check all that apply. - To determine how to present your message - To impress your associates - To establish goodwill - To impress your boss - To focus your writing process

- To determine how to present your message - To focus your writing process

Technology and competition continue to accelerate the pace of business; thus, business writers switch to increasingly faster means of communication. Consider the following scenario and determine if a faster communication channel would be more appropriate. "Marianna is writing a letter to a customer informing him that Flannery Electronic will not be able to replace his defective stereo because the warranty has expired."

Marianna has chosen the correct channel

Read and analyze the following paragraph for its primary and secondary purpose. Akihabara Imports offers the widest selection of Japanese animation products available on the Internet. All products are shipped with certificates of authenticity. Choose from our vast selection of action figures, collectibles, DVDs, and print books. Items noted with (*) are signed by the original author. Some supplies are limited, so act now! Use our secure online form for immediate purchase, or call our operators at 555.555.5555, all day and all night, seven days a week. What is the secondary purpose of this message?

To build goodwill with the customer

Read and analyze the following paragraph for its primary and secondary purpose. "Congratulations! You are now the proud owner of the Dynamo Voice Mail System. For initial setup, press "1." The automated system will guide you through the steps necessary to set your personal away message and organize your voice mail folders. To access your messages, press "2." To delete messages, press "3." To exit the system, press "9." For more help, or to speak to a customer service representative while you're logged on to the Dynamo system, press the "*" key." What is the primary purpose of this message?

To explain how to set up a voice mail system

In order to craft effective business messages, beginning writers should follow the writing process closely. The first step in this process is analyzing the purpose of the message and audience. Which of the following are among the primary purposes for sending business messages? Check all that apply.

- To persuade - To inform

Technology and competition continue to accelerate the pace of business; thus, business writers switch to increasingly faster means of communication. Consider the following scenario and determine if a faster communication channel would be more appropriate. Marjan is working on a team completing a recommendations report. She has gathered and sorted customer survey data, and now she needs to share it with the team for comments and corrections. Marjan is preparing to e-mail the data to her teammates.

Marjan should post the data on the team wiki

Read and analyze the following paragraph for its primary and secondary purpose. Akihabara Imports offers the widest selection of Japanese animation products available on the Internet. All products are shipped with certificates of authenticity. Choose from our vast selection of action figures, collectibles, DVDs, and print books. Items noted with (*) are signed by the original author. Some supplies are limited, so act now! Use our secure online form for immediate purchase, or call our operators at 555.555.5555, all day and all night, seven days a week. What is the primary purpose of this message?

To sell animation products to a customer

In order to craft effective business messages, beginning writers should follow the writing process closely. The first step in this process is analyzing the purpose of the message and audience. As you first begin the composition process, which of the following questions should you ask yourself? Check all that apply.

- Why am I sending this message? - What do I hope to achieve by sending this message?

Consider the following situation and choose the most appropriate communication channel. "You are preparing the program for a shareholder's meeting. You realize that you don't know what title the keynote speaker would prefer. Is it Miss, Ms., or Mrs.? Or maybe she would prefer no title at all. You need to get the program to the printer in the next hour, and you realize the keynote speaker is currently online. What's the best way to confirm her proper title?"

An instant message

Read and analyze the following paragraph for its primary and secondary purpose. "We strive to make all of our customers feel satisfied with their video game purchases, so we invite you to exchange "Gods of Parnassus" for another video game from our large inventory. Although we are unable to offer refunds for opened games, we believe you will be able to choose a suitable replacement. As you may have read on the box label or in the game guide, "Gods of Parnassus" features flashing lights that may cause epileptic seizures in rare instances. You may want to check the warning labels on any future purchases to ensure a safe and enjoyable gaming experience." What is the secondary purpose of this message?

To rebuild the customers' goodwill

Read and analyze the following paragraph for its primary and secondary purpose. "We strive to make all of our customers feel satisfied with their video game purchases, so we invite you to exchange "Gods of Parnassus" for another video game from our large inventory. Although we are unable to offer refunds for opened games, we believe you will be able to choose a suitable replacement. As you may have read on the box label or in the game guide, "Gods of Parnassus" features flashing lights that may cause epileptic seizures in rare instances. You may want to check the warning labels on any future purchases to ensure a safe and enjoyable gaming experience." What is the primary purpose of this message?

To refuse a refund

Read and analyze the following paragraph for its primary and secondary purpose. "Congratulations! You are now the proud owner of the Dynamo Voice Mail System. For initial setup, press "1." The automated system will guide you through the steps necessary to set your personal away message and organize your voice mail folders. To access your messages, press "2." To delete messages, press "3." To exit the system, press "9." For more help, or to speak to a customer service representative while you're logged on to the Dynamo system, press the "*" key." What is the secondary purpose of this message?

To maintain the customers' goodwill