CTS288 Chapter 11

Which of the following is not a scenario for using a wiki? You are exchanging confidential documents not appropriate for peer review Your project team wants to use a central to-do list You are working with colleagues in different countries You need to manage a common set of documents

You are exchanging confidential documents not appropriate for peer review

What should you do before writing an e-mail message or memo? Identify the purpose and audience. Send a test message to a colleague. Wait until you have strong feelings about the subject. Make sure your reader is near a computer.

Identify the purpose and audience.

What is an effective way to start a request message? Make a direct request Make an apology Soften the message with a greeting Include a call to action

Make a direct request

Which one of the following is an effective subject for a message? Questions Re: Re: This is a confidential message Meeting on Friday at 9:00 am

Meeting on Friday at 9:00 am

Who should you include in the Cc field of an e-mail message? Anyone listed in the original message Only people directly involved with the message Your manager in all circumstances No one

Only people directly involved with the message

Which is the most important part of a bad-news message? Using a concise subject Presenting the reasons for the bad news Ending with a firm, decisive tone Listing questions about a request

Presenting the reasons for the bad news

Which of the following is not part of a standard memo? Header Salutation Subject line Names of recipients

Salutation

In which one of the following scenarios should you write a memo instead of an e-mail message? You are inviting people to a meeting. You are telling many colleagues that a presentation is cancelled. You need a hard-copy record of a revised policy. You are responding to a brief question.

You need a hard-copy record of a revised policy.

Unlike e-mail, you should send memos only to: customers or clients people who don't like e-mail managers or supervisors others in your organization

others in your organization

If your reader is likely to be disappointed when receiving the bad-news message, take a(n) direct approach to the bad news, which reveals the message in stages. _________________________ True False

False

You will write a bad-news message when you need to ask colleagues if they are available for a meeting. _________________________ True False

False

What kind of message should you send if you cannot comply with a request? Bad-news message To-file message Secondary request message Confirmation message

Bad-news message

Which one of the following is not a main element of messages? Subject line Bcc line Opening sentence Message body

Bcc line

Which of the following is an appropriate way to end an e-mail message? Summary of the main idea Short greeting Call to action or deadline Bulleted list of questions

Call to action or deadline

Which of the following should not be part of a documentation message? Request for feedback Direct approach Confidential information Short confirmation statement

Confidential information

What is the purpose of a documentation message? Persuade your readers Confirm events, discussions, or agreements Answer computer questions Convey cheer and optimism

Confirm events, discussions, or agreements

Which of the following should you avoid when writing bad-news messages? Providing reasons for the bad news Suggesting an alternative Expressing an opinion Using neutral language

Expressing an opinion

If you need to discuss more than one topic send them, in a clearly listed manner, in one e-mail message. True False

False

What is the purpose of a request message? To answer a question To ask for information or action To avoid personal contact To deny a request

To ask for information or action

A wiki is a Web site that many users can contribute to by creating and editing the content. _________________________ True False

True

Conference calls or in-person meetings are appropriate when you need to guarantee privacy or discuss sensitive topics. _________________________ True False

True

Most memo headers include at least four lines, similar to an e-mail message: Date, To, From, and Subject (or Re). _________________________ True False

True

Unlike e-mail, you should only send memos to others within your organization. True False

True

Use job titles in the To: and From: lines of a memo when writing to someone with a(n) higher rank in the hierarchy of your organization. _________________________ True False

True

What is a good practice when writing response messages? Always use the Reply to All feature. Insert your initials next to your name. Be sure to add your manager's name to the Cc line. Use the Reply feature to include the original subject.

Use the Reply feature to include the original subject.

What is a wiki? Audio file you can download Web site that allows user collaboration Web log that allows journal entries Web conference

Web site that allows user collaboration

Sara Newman, CEO of Newman Enterprises, needs to send a bad-news memo to her immediate staff postponing the payment of their bonus for three months. Please answer the questions below. In the first line of the memo, Sara should ____. a.express appreciation and understanding b.share the news of the bonus delay c.both a. and b. d.neither a. nor b.

a.express appreciation and understanding

When sending a documentation message, avoid including ____ on the Cc line of a documentation message, which might seem threatening to your recipient. a.your manager b.a superior other than your manager c.either a.or b. d.neither a. nor b.

c.either a.or b.