LIS3021 Final

10. When could you justify addressing sales letters to (mail list) "occupant"? When to each reader by name?

"Occupant" permits potential customers to sign up for email promotions on a company's website or offer their email addresses to a catalog, phone marketer, or other recipient. The potential customers may be asked to indicate the products, services, and specific topics of their interest. You send direct-mail messages are not always well received and they are often unwanted.

10. When (give examples) would it be appropriate to write negative announcements in the direct order?

"Today we received via FedEx Ground the fire extinguishers we ordered on 5 May 2009 (invoice # C131144). Seven of the 35 extinguishers arrived in damaged condition."

5. List/explain strategies to write adjustment refusals that minimize the negative and overcome bad impressions.

- Begin with words that set up your reasoning - One good way of setting up your strategy is to begin on a point of common agreement and then to explain how the case at hand is an exception. - Show that the claim goes beyond what is reasonable - Explain your refusal by associated the facts of the case with a policy or practice - Refuse positively and end with goodwill

13. Discuss how problems (vague orders, back orders) should be handled in messages acknowledging orders.

- Use the direct order: begin by thanking the reader with specific wording - Continue with your thanks or with further information - Use positive, tactful language to address vague or back orders - Close with a goodwill-building comment adapted to the topic of the message

3. Describe: strong, complete, and organized resumes.

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6. Explain the role of application follow-up messages that are appropriate, friendly, and positive.

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12. Discuss situations where each of the following forms of an order acknowledgement would be preferred: form message, merged message, and a special message.

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6. Explain how to write negative announcements that maintain goodwill.

An indirect, tactful approach is usually better than a blunt "loud" approach to negative announcements. You first step should be to determine your overall strategy. In most cases, the indirect order is better. You should then plan your indirect (buffer) beginning carefully. You should think through the situation and select a strategy that will set up or begin the explanation that justifies the announcement. You should use positive words and avoid unnecessary negative comments when presenting the news itself. Next you should help people solve their problems and focus on any positive aspects. Finally, you should close with goodwill.

1. Describe important strategies for writing persuasive messages.

Because you will be proposing something that your reader probably does not already agree with or want to do, it is often best to organize persuasive messages in an indirect order. Preparing the reader to accept your idea is a much better strategy than blurting out the idea from the start and then having to argue uphill through the rest of the message. Ideally, you should organize each persuasive message so that, from the title or subject line to the end, your readers will agree with you. However, sometimes you will want to use a direct approach. For example, if you know your reader prefers directness or if you believe your readers will discard your message unless you get to the point early, then directness is in order. You should also understand your readers. To know what kind of appeals will succeed with your readers, you need to know as much as you can about their values, interests, and needs. You can gather demographic information and psychographic information. You should also turn your product features into reader benefits. When presenting your reader benefits, be sure the readers can see exactly how the benefits will help them. You could use scenario painting. You should also use the three kinds of appeals: ethos (character), pathos (emotion) and logos (logic). All three kinds come into play in every persuasive message.

5. Explain how you can participate effectively in an interview.

Before arriving for an interview, you should learn what you can about the company: its products or services, its personnel, its business practices, its current activities, its management, etc. Such knowledge will help you talk knowingly with the interviewer. How you look to the interviewer is a part of your message. You should appear to look like you want that job and make a good appearance. You should prefer the conservative, conventional business colors such as black, brown, navy, and gray. You should be able to anticipate some of the questions the interviewer will ask. Questions about your education (courses, grades, honors) are usually asked. So are questions about work experience, interests, career goals, location preferences, etc. In addition to general questions, interviewers often ask more complicated ones.

4. Describe the planning steps for direct mail or email sales messages.

Before you can begin writing a sales message, you must know all you can about the product or service you are selling. In addition, you should know your readers. In particular, you should know about their needs for the product or service. Anything else you know about them can help: their economic status, age, nationality, education, and culture. Research can also help you learn about prospective customers. Otherwise, you your best logic.

2. Describe the general plan for direct-order messages.

Begin with your objective. In some cases, you might need to open with a brief orienting phrase, clause, or even sentence. Whatever else must be covered to complete the objective makes up the bulk of the remainder of the message. You cover additional messages systematically - perhaps listing them or arranging them by paragraphs. Then you end the message with some appropriate friendly comment as you would end a face-to-face communication with the reader. For example, "Thank you for your time and consideration", is positive, for it expresses a friendly thank-you.

7. List job-search activities.

Career centers Network of Personal Contacts Classified Advertisements Online Sources Employment Agencies Personal Search Agents Webpage Profiles Prospecting

4. Explain how to compose tactful, yet clear, claim messages.

Claim messages should indicate early on that a problem has occurred. The goal in a claim message is to convince your recipient that you deserve some kind of compensation or remedy for a situation that has occurred. In the body of your message, explain what happened. The words describing the problem should be courteous yet firm. And they should cover the problem completely, giving enough information to permit the reader to judge the matter. The facts you present should prove your claim. You have two choices: you can state what you want or you can leave the decision to the reader. The final step is to end with friendly words so that you maintain a positive relationship.

15. For what kind of situations might you select email for your proposal? Letter format? A longer, report-like format?

Proposals can be either internal or external. That is, they may be written for others within your organization or for readers outside your organization. The physical arrangement and formality of proposals vary widely. The simplest proposals resemble formal email messages. Internal proposals usually fall into this category. The more complex proposals may take the form of full-dress, long reports, including prefatory pages (title pages, letter of transmittal, table of contents, executive summary), text, and an assortment of appended parts. Most proposals have arrangements that fall somewhere between these extremes.

3. List the ethical concerns regarding sales messages.

Sales messages are a controversial area of business communication, for two main reasons: they are often unwanted, and they sometimes use ethically dubious persuasive tactics. Email sales messages are even more unpopular and considered "spam". Perhaps it is because these messages place a heavy burden on ISPs, driving up costs to the users. Or perhaps the fact that they invade the reader's privacy is to blame.

12. Should the traditional sales-message organization ever be altered? Discuss.

Sales messages vary widely. The classic AIDA (attention, interest, desire, action) model is the most widely used but creativity and imagination continually lead to innovative techniques. You can also add a postscript to a sales-message.

8. Define/Discuss when, how to use: Tables, pull quotes, flowcharts, process charts, bar charts, pie charts, line charts, scatter diagrams, maps, pictographs, etc.

Simple bar and column charts compare differences in quantities using difference in the lengths of the bars to represent those quantities. You should use them primarily to show comparisons of quantity changes at a moment in time. When you need to show plus and minus differences, you can use bilateral column charts. The columns of these charts begin at a central point of reference and may go either up or down. If you need to compare subdivisions of columns, you can use a stacked (subdivide) column chart. It distinguishes these parts by color, cross-hatching, or the like; and it explains these differences in a legend. Another feature that can lead to reader error in interpreting bar and column chart data is the use of three dimensions when only two variables are compared. A special form of stacked column chart is used to compare the subdivisions of percentages. In this form, all the bars are equal in length, for each represents 100 percent. A pictograph is a bar of column chart that uses bars made of pictures. The pictures are typically drawings of the items being compared. You must make all the picture units equal in size. Second, you should select pictures or symbols that fit the information to be illustrated. The most frequently used chart in comparing the subdivisions of wholes is the pie chart. Pie charts show the whole of the information being studied as a pie (circle) and the parts of this whole as slices of the pie. The slices may be distinguished by labeling and color or cross-hatching. Line charts are useful in showing changes of information over time. For example, changes in prices, sales totals, employment, or production over a period of years can be shown well in a line chart. It is scaled to show time changes from left to right across the chart (X-axis) and the quantity changes from bottom to top (Y-axis). Scatter diagrams are often considered another variation of the line chart. The points can reveal positive, negative, or no relationships. You can also use maps to communicate quantities as well as physical information. Statistical maps are useful primarily when quantitative information is to be compared by geographic areas. Also, 3D graphics can help readers understand data better with multiple variables. Photographs can serve useful communication purposes; they can be used to document events as well as show products, processes, or services.

8. Explain how a claim message can be both direct and indirect.

Some writers organize claim messages directly, arguing that most businesses want to know right away when something has gone wrong. Others argue that blurting out the problem at the beginning puts the readers on the defensive. The best strategy is usually a mixture of the two approaches. Claim messages should indicate early on that a problem has occurred. As with all messages, however, many variations are possible. Choose the best solution based upon the parties involved and the events that have occurred.

6. How would you number these graphics in a report: seven tables, six charts, nine maps?

Table 1, Table II, Table III... Table VII; Chart 1, Chart 2, Chart 3...Chart 6; and Map 1, Map 2 ... Map 9.

4. Write direct, orderly, and friendly answers to inquiries.

The Indirect Message - The less effective message begins slowly and gives obvious information. The items of information the writer wants do not stand out but are listed in rapid succession in one sentence. The Direct Message - The questions are made to stand out; thus, they help to make answering easy. The messages close with a courteous and appropriate request.

1. Explain how to develop and use a network of contacts in your job search.

You can build relationships with people who can help you find work when you need it. Such people include classmates, professors, and businesspeople. The wider your circle of friends and acquaintances, the more likely you are to make employment contacts. Knowing your professors and making sure that they know you also can lead to employment contacts. Because professors often consult for business, they may know key executives and be able to help you contact them. Also, broadening your relationships among businesspeople would be helpful. Internships are also a good way to network with people in your field, gain professional knowledge and experience, or simply learn whether you current field is where you want to build a career.

8. When is direct order appropriate in inquiries?

You must begin directly with asking a question or a request.

2. Explain how to write skillful persuasive requests that begin indirectly, develop convincing reasoning, and close with goodwill and action.

Developing your persuasive plan involves three interrelated tasks: determining what you want, figuring out your readers' likely reactions, and deciding upon a persuasive strategy that will overcome reader objections and evoke a positive response. Thinking about your readers' needs and interests is paramount when planning any persuasive message. Your beginning should lead to your central strategy. You must also gain attention in the opening. You need to draw your reader in with the opening of your persuasive message because you are writing to a person who has not invited your message and may not agree with your goal. Following the opening, you should proceed with your goal of persuading. You should do more than merely list points. You should help convey the points with convincing details. Making good use of the you-viewpoint is necessary. You need to use logic and emotion appropriately and project an appealing image. You then follow up with your request and the request requires care in word choice. You then end with a reminder of the appeal.

12. What set of knowledge, skills and attributes would you suggest including in cover messages for jobs in (a) information technology, (b) information systems?

Education, experience, internships, awards, degrees and IT certifications.

13. When do you think a strong drive for action is appropriate in a sales message? When do you think a weak drive is appropriate?

How to word your drive for action for the sale depends on your strategy. If your selling effort is strong, your drive for action also may be strong. It may even be worded as a command. If you use a milder selling effort, you could use a direct question. In any event, the drive for action should be specific and clear. For best effect, it should take the reader through the motions of whatever he or she must do.

5. Explain what to do, what to compose to regain any lost confidence in business communications.

If something can be done to correct a bad procedure or a product defect, you should do it. Then you should tell your reader what has been done as convincingly and positively as you can. If what went wrong was a rare, unavoidable event, you should explain this.

7. Because it was easier to do, a report writer prepared each of the graphics on a full page. Some of these graphics were extremely complex; some were very simple. Comment on this policy. Explain T/F.

If the graphic is small, you should place it within the text that discusses it. If it is a full page, you should place it on the page following the first reference to the information it covers. Therefore, you shouldn't place all graphics on a single page.

1. Explain which parts of your report or other documents should be communicated by graphics.

In many of your reports and other business documents, you will need to use graphics to help convey information quickly and accurately. You should plan the use of graphics as you plan your document. Graphics can clarify complex or difficult information, emphasize facts, add coherence, summarize data, and provide interest. You should also look for complex information that visual presentation can make clear, for information too detailed to be covered in words, and for information that deserves special emphasis.

7. Give examples of times (or situations) when directness is appropriate for responses giving negative (bad news) information.

In some cases it is likely that the reader will react favorably to a direct presentation of the bad news. If, for example, the negative news is expected (when news has already been revealed), its impact may be viewed as negligible. Directness is also desired if a company's announcement will contain a remedy or announce new benefits that are designed to offset the effects of the bad news.

15. Identify/List the benefits one gains from continuing to read professional journals for job information after one is employed.

It provides you with information about changes occurring in your field and it also keeps you alert to better job opportunities as soon as they are announced. Most trade or professional journals have job notices or bulletin boards you should check regularly. These ads give you insight into what skills are in demand, perhaps helping you choose assignments where get the opportunity to develop new skills.

14. Why is it usually advisable to do more than just grant the claim in an adjustment-grant message?

Granting the claim will take care of much of the problem, but some negative thoughts may remain. You need to work to overcome any such thoughts. You can attempt to do this using words that produce positive effects. For example, you can write "The enclosed check for $89.77 is our way of proving to you that we value your satisfaction highly." Throughout the message, you should avoid words that recall unnecessarily the bad situation you are correcting. You especially want to avoid the negative words that could be used to describe what went wrong - words such as mistake, trouble, damage, broken, and loss.

14. Discuss the advantages of writing a thank you note to the interviewer.

After an interview it is courteous to write a thank-you message, whether or not you are interested in the job. If you are interested, the message can help your case. They also build goodwill with your reader.

8. Compare persuasive requests and sales messages. What traits do they share? How are they different?

A persuasive plan involves interrelated tasks: determining what you want, figuring out your readers' likely reactions, and deciding upon a persuasive strategy. With a persuasive request and a sales message, you want to gain attention in the opening. It should make the reader receptive to your message. An effective attention-getter is both creative and adapted to your reader. You will also want to develop an appeal for the reader. In a sales message, you must know all you can about the product or service you are selling. In addition, you should know your readers. In particular, you should know about their needs for the product or service. You will also want to gain attention and appeal to the customer base.

14. Discuss the differences between solicited and unsolicited proposals.

A solicited proposal is written in response to an explicit invitation tendered by a company, foundation, or government agency that has certain needs to meet or goals to fulfill. An unsolicited proposal is one that you submit without an official invitation to do so. The primary means by which organizations solicit proposals is the request for proposals, or RFP.

7. What is the role of the you-viewpoint in persuasive requests?

A successful sales message bases its sales points on reader interest. You should liberally use and imply the pronoun you throughout the sales message as you present your well-chosen reader benefits.

10. What can acknowledgement messages do to build goodwill?

Acknowledgments are sent to let people who order goods know the status of their orders. Most acknowledgments are routine. These messages can also build goodwill through their warm, personal, human tone. They can make the reader feel good about doing business with a company that cares and want to continue doing business with that company. To maintain this goodwill for repeat customers, you will want to revise your form acknowledgments regularly.

2. Describe the general plan for writing indirect-order messages.

Indirect messages presenting bad news often begin with a strategic buffer. A buffer is an opening that identifies the subject of the message but does not indicate overtly that negative news is coming. That is, it raises the topic of the message but does not indicate what the rest of the message will say about it. A buffer can be neutral or positive. You then have to figure out how you will present your reasons in such a way that your reader will accept the news as positively as possible. Your strategy might be to explain the fairness of a certain action. In other words, the paragraph after the buffer should start explaining the situation in such a way that by the time negative news comes, the reader is prepared to receive it in the most favorable light possible. Next you present the bad news. In doing so, you must make certain that the negative message is clear - that your positive approach has not given the wrong impression. One useful technique is to present your reasoning in first and third person, avoiding second person. Next you must come up with a solution for a negative-news situation, so that you can do something to help the reader with their problem. Taking the time to help the reader in this way is a sincere show of concern for the reader's situation. Finally, you end the message on a forward-looking note, creating goodwill. Your goal here is to shift the reader's thoughts to happier things.

2. Explain the general mechanics (issues to consider) of constructing graphics-size, layout, type, rules and borders, color and cross-hatching, clip art, background, numbering, titles, title placement, and footnotes and acknowledgments.

One of the first steps you must make in constructing a graphic is determine its size. If a graphic is simple, a quarter page might be more than enough. But if a graphic must display complex or detailed information, a full page might be justified. You should determine the layout (shape) of the graphic by considering its size and contents. The type used in graphics throughout a report should generally be consistent in terms of style and font. You should use rules and borders when they help the appearance of the graphic. Rules help distinguish one section or graphic from another, while borders help separate graphics from the text. Color and cross-hatching help readers see comparisons and distinctions. In fact, research has found that color in graphics improves the comprehension, retention, and ease of extracting information. You can also get good-looking clip art easily. Background colors, photos, and art for your graphics should be chosen carefully. The color should provide high contrast with the data and not distract from the main message. Pull quotes, clip art, and other visuals do not need to be numbered. Neither does a table or lone figure in a document. Otherwise, you should number all the graphics. Every graphic should have a title or caption that adequately describes its contents. A title is used with graphics displayed in oral presentations; a caption is used with graphics or caption of the graphic has the objective of concisely covering the contents. In documents, titles of tables conventionally appear above the tabular display; captions of all other types of graphics may appear above or below them.

6. Describe how to write well-organized and persuasive proposals.

Proposals can vary widely in purpose, length, and format. Their purpose can be anything from acquiring a major client to getting a new copier for your department. They can range from one page to hundreds of pages. Their physical format can range from an email to a letter to along, highly structured report. Proposals can either be internal or external. That is, they may be written for others within your organization or for readers outside your organization. Another way to categorize proposals is solicited versus unsolicited. A solicited proposal is written in response to an explicit invitation tendered by a company, foundation, or government agency that has certain needs to meet or goals to fulfill. An unsolicited proposal is one that you submit an official invitation to do so. The primary means by which organizations solicit proposals is the request for proposals, or RFP. These can range from brief announcements to documents of 50, 100, or more pages. The RFP needs to include a clear statement of the organization's need, the proposal guidelines (due date and time, submission process, and proposal format and contents), and the approval process, in additional to such helpful information as background about the organization. The contents of proposals vary with need, but one should consider these topics: writer's purpose and reader's need, background, need, plan description, benefits, particulars, ability to deliver and concluding comments.

9. Assume that in an interview for the job you want, you are asked the questions listed in the text under the heading "Anticipating Questions and Preparing Answers."

Questions about your education (courses, grades, honors) are usually asked. So are questions about work experience, interests, career goals, location preferences, and activities in organizations. You should prepare answers to these questions in advance. In addition to general questions, interviewers often ask more complicated ones.

3. Explain how to properly use tact and courtesy in refusals of requests.

Refusing a request involves both saying no and maintaining goodwill. First, consider why you are refusing. Then, assuming that your reasons are just, try to find the best way of explaining them to your reader. Having determined the explanation, you begin the message with words that set up discussing it. You then present your reasoning with positive wording, proper emphasis, convincing logic, and supporting detail. Your handling of the refusal follows logically from your reasoning. Because the refusal is the most negative part of your message, you should not give it too much emphasis; rather state it quickly, clearly, and positively. To leave your reader with a feeling of goodwill, you must shift their thoughts to more pleasant matters. You could also make some friendly remark about the subject of the request as long as it does not remind the reader of the bad news.

5. Explain how to compose sales messages that gain attention, persuasively present appeals, and effectively drive for action.

The beginnings of all sales messages have one basic requirement to gain attention. If they do not do so, they fail. With direct mail, the envelope containing the message is the first attention getter. The subject line in email messages is the main place for getting attention. The subject line should tell clearly what your message is about, and it should be short. The first words of your message also have a major need to gain attention. One of the most effective attention-gaining techniques is a statement or question that introduces a need that the product will satisfy. With the reader's attention gained, you proceed with the sales strategy that you have developed. In general, you establish a need. Then you present your product or service as fulfilling that need. If your main appeal is emotional, for example, your opening has probably established an emotional atmosphere that you will continue to develop. If you select a rational appeal as your central theme, your sales description is likely to be based on factual material. After you have developed your reader's interest in your product or service, the next logical step is to drive for the sale.

6. Describe how to build goodwill through business communications.

The goodwill message can begin in the opening by emphasizing the good news at the beginning. It can also include a warm expression of thanks for the order, especially when a first order is involved. Anything else you can say that will be helpful to the reader is appropriate in this regard - information about new products, services, or opportunities for the reader.

7. What do you need to consider in order to writeclear and effective operation communications?

The highly informal messages are like conversation - frank and casual. You should build goodwill with a positive, courteous tone. Most messages of mid-level formality follow a direct pattern. The goal should be to arrange the information in the most logical order for quick understanding.

13. Discuss the logic/appropriateness of beginning a cover message with these words: "This is to apply for..." and "Please consider this my application for the position of..."

The opening of the cover message has two requirements: It must gain attention and it must set up the review of information that follows. Gaining attention is especially important in prospecting messages.

3. Describe how to write clear, well-structured routine requests for information.

The opening of the routine inquiry should focus on the main objective. Since your objective is to ask for information, begin with a question. This opening question can be either of two types: specific or general. For example, "Can you please send me additional information about the floor plan of the office suite that you advertised in Monday's Sentinel Times?" In the body of the message you would include additional specific questions concerning the suite. To help your reader answer your questions, you may need to include explanation or information. Usually, a good place for general explanatory material is before or after the direct request in the opening paragraph. After you ask your initial question and provide any relevant background information, your message will take one of two directions. If you have to ask several questions, develop an organized, logical list in the body of your message. You then use goodwill to close your message.

11. Distinguish between print resume and the digital resume. When would each be most appropriate?

The print resume should include all the information that your cover letter reviews plus supporting and incidental details. Transmitting a digital resume involves making decisions about the receiver's preferences and capabilities for receiving it as well as leveraging the technology to present you in the best possible light. While much of the content of a digital resume is similar to that of the print resume, two important changes should be made. The first is to delete all contact information except your email address. Second, you should date the resume.

11. Discuss why just reporting truthfully may not be enough in handling negative information in messages answering inquiries.

The reader expects an explanation and it builds goodwill.

10. The most popular arrangement of resume information is the reverse chronological three-part groupings with education, experience, and personal details. Describe the two other arrangements. When would each be used?

The three strategies for organizing are the reverse chronological approach, the functional or skills approach, and the accomplishments/achievements or highlights approach. The reverse chronological layout presents your education and work experience from the most recent to oldest. A functional or skills layout organizes around three to five areas particularly important to the job you want. This organization plan groups related skills together. It is particularly good for those who have had many jobs, for those who have taken nontraditional career paths, and for those who are changing fields. An accomplishments/achievements layout presents a picture of you as a competent worker. It puts hard numbers and precise facts behind skills and traits you have.

9. Negative announcements usually need to include much more than the announcement. Explain/TF

This is true because most customers depend on an explanation as to what went wrong during a transaction. A blunt "yes" or "no" is not appropriate for these circumstances.

11. "Rarely should a sales letter exceed a page in length." Discuss this statement. T/F

This is true because rarely do customers want to read any further than one page in a sales letter. You are trying to gain the reader's attention, and most of the time, sales letters are "spam" or unwanted.

2. Describe what kind of information you should assemble and evaluate in the process of selecting a job. Identify the sources that can lead you to an employer.

To find the right job, you need to investigate both internal and external factors. The best fit occurs when you have carefully looked at yourself: your education, personal qualities, experience, and any special qualifications.

4. List/discuss common ethical problems when constructing and using graphics.

Writers need to watch what an appropriate selection of the contents is. Writers also need to carefully select and design visuals to maintain high integrity.

15. Discuss the use of directness in operational communication. Why is it desirable? Can it be overdone? When might indirectness be appropriate?

You begin with the most important parts first.

9. "Explanation in inquiries merely adds length and should be eliminated". Discuss.

Usually, a good place for general explanatory material is before or after the direct request in the opening paragraph. The information helps reduce any startling effect that a direct opening question might have. In messages that ask more than one question, include any necessary explanatory material with the questions. You should also avoid questions that can be answered with a simple yes or no unless you really want that.

1. Explain how to properly assess the reader's likely reaction to your message

When determining your message's basic plan, a good beginning is to assess your reader's probable reaction to what you have to say. If the reaction is likely to be positive or even neutral, your best approach is likely to be a direct one - that is, one that gets to the objective right away without delay. If your reader's reaction is likely to be negative, you may need to use the indirect plan.

4. Explain how you can skillfully sell your abilities in cover messages.

You should begin work on the cover message by fitting the facts from your background to the work you seek and arranging those facts in a logical order. Then you present them in much the same way a sales writer would present the features of a product or service, carefully managing the appeal. Cover letters come in two types: solicited and unsolicited. As in sales writing, the opening of the cover message has two requirements: It must gain attention and it must set up the review of information that follows. As the cover message is a creative effort, you should use your imagination in writing the opening. You should make the opening fit your job. In choosing the best opening for your case, you should consider whether you are writing a prospecting or an invited message. Following the opening, you should present the information about your qualifications for the work. Begin this task by reviewing the job requirements. Then select the facts about you that qualify you for the job. You will want to present the information about yourself in the order that is best for you. The most common order is a logical grouping of the information, such as education, experience, and kills and/or personal details. A second possibility is a time order. A third possibility is an order based on the job requirements. The presentation of your qualifications should lead logically to the action that the close purposes. You should drive for whatever action is appropriate in y our case.

5. Discuss how to place and interpret graphics effectively.

You should place each graphic near the place where it is covered in writing. Exactly where on the page you should place it, however, should be determined by its size. Placing graphics at the end of the report does not help the readers. Graphics not discussed in the report belong in the appendix. Graphics communicate most effectively when the readers view them at the right point in their reading. Thus, you should tell the readers when to look at a graphic and what to see. You should also interpret using a generalization, example exception (GEE) strategy.

1. List what situations require using the indirect order for the most effective response.

You should write in the indirect order when a message is primarily bad news. The indirect order is especially effective when you must say "no" or convey other disappointing news. The main reason for this approach is that negative news is received more positively when an explanation precedes it. An explanation may even convince the reader that the writer's position is correct. In addition, an explanation cushions the shock of bad news.

3. Identify/list common errors when constructing and using graphics.

a. Errors of scale-include problems with uniform scale size, scale distortion, and zero points. Make sure that all the dimensions from left to right (X axis) are equal and that the dimensions from the bottom to the top (Y axis) are equal. b. Errors of format - more common ones are choice of wrong chart type, distracting use of grids and shading, muse of typeface, and problems with labels. c. Errors of content - business writers can avoid this deception both by attempting to frame the data objectively and by presenting the data with the reader in mind.

9. What appeals would be appropriate for different kinds of products or services? Identify the appeals:

a. Shaving cream - smoothness of shave, aroma, invigorating effect Pathos (emotion) b. Carpenter's tools - durability, quality of craftsmanship Logos (logic) c. Fresh vegetables - freshness, quality, flavor, price Ethos (character)

8. Discuss the value of each of the sources in finding jobs for an IT major (a) right after graduation and (b) after 5 years of work in his or her specialty.

a. University career center - Most large schools have career centers, and these attract employers who are looking for suitable applicants. Campus career centers often hold career fairs, which are an excellent place to find employers who are looking for new graduates as well as to gather information about the kinds of jobs different companies offer. b. Network of personal contacts - According to some employment reports, personal contacts are the leading means of finding employees. c. Classified advertisements - Classified ads are good sources for experienced workers who want to improve their positions, and they are especially good sources for people who are conducting a major search for high-level positions. d. Online databases - Many companies post job openings on the Web, some with areas dedicated to new college graduates. Monster.com, for example, lists jobs available throughout the U.S. and beyond, with new opportunities posted regularly. e. Employment agencies - Companies that specialize in finding jobs for employees can be useful. Such companies charge for their services. Employment agencies also can help job seekers gain temporary employment. f. Webpage profiles - To make yourself more visible to potential employers, you may want to consider posting your resume to the Web. Some employers actively search for new employees on university websites. g. Prospecting -Some job seekers approach prospective employers directly, by personal visit, mail, or email. Mail contacts typically include a resume and a cover letter.