Chapter 10 - Routine messages

call to action

A message that makes a claim is most likely to end with

False

A successful professional should use an apology only as a last resort.

False

Claims are most likely to be successful if they show emotion.

False

Typically, routine messages deal with complex matters that require in-depth analysis.

Short paragraphs

What is a characteristic of a strong routine message?

a statement of goodwill

What is a common component of all routine messages, including messages that express sympathy?

providing deadlines

What is a component of setting expectations?

it makes it easier to get the reader's attention

What is the advantage of front-loading a routine message?

True

When choosing between bullets or numbered lists in responding to an inquiry, you should consider whether the order of the items is important.

audience analysis

Which element is least crucial to most routine message development?

are broadcast to a large number of employees.

Many employees ignore announcements because announcements

True

Many young managers fail to set expectations because they want to maintain a friendly feeling with subordinates.

True

To prevent employees and customers from ignoring announcements, the subject line must be specific and must create interest.