CHAPTER 6
CRAFTING MESSAGES FOR
ELECTRONIC MEDIA
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• Multiple choice
1. Appropriate media for routine, internal
communication include
a. instant messaging.
b. e-mail.
c. letters.
d. both a and b
2. One key reason e-mail is being replaced by
instant messaging, blogging, and wikis is that:
a. These other media provide better support for realtime collaboration.
b. Few companies use e-mail anymore.
c. E-mail is not available on mobile phones and other
handheld devices.
d. Top executives don’t have e-mail addresses.
• Multiple choice
1. Appropriate media for routine, internal communication include
a.
b.
c.
d.
instant messaging.
e-mail.
letters.
both a and b
•
ANSWER: d. For routine, internal communication use instant
messaging and e-mail. Letters are for more formal, external
communication.
• DIFFICULTY: moderate; PAGE: 116; OBJECTIVE: 1; TYPE: concept;
AACSB: Communication
1. One key reason e-mail is being replaced by instant messaging, blogging,
and wikis is that:
a.
b.
c.
d.
•
•
These other media provide better support for real-time collaboration.
Few companies use e-mail anymore.
E-mail is not available on mobile phones and other handheld devices.
Top executives don’t have e-mail addresses.
ANSWER: a. Instant messaging, blogging, and wikis provide better
support for real-time collaboration than e-mail can provide.
DIFFICULTY: moderate; PAGE: 116; OBJECTIVE: 1; TYPE: concept;
AACSB: Communication, Technology
• True/False
1._____ E-mail is now a primary
communication medium for most
companies.
2._____ Social media such as YouTube are
not useful in business.
3._____ Printed messages are the still the
most formal media for business
communication.
• True/False
1. _____ E-mail is now a primary communication medium for most
companies.
• ANSWER: True. E-mail is now a primary communication
medium for most companies.
• DIFFICULTY: moderate; PAGE: 116; OBJECTIVE: 2; TYPE:
concept; AACSB: Communication, Technology
1. _____ Social media such as YouTube are not useful in business.
• ANSWER: False. The wide reach and interactivity of such media
are changing the very nature of business communication.
• DIFFICULTY: easy; PAGE: 117; OBJECTIVE: 1; TYPE: concept;
AACSB: Communication, Technology
1. _____ Printed messages are the still the most formal media for
business communication.
• ANSWER: True. Printed messages are still best when you want
to make a formal impression.
• DIFFICULTY: easy; PAGE: 117; OBJECTIVE: 1; TYPE: concept;
AACSB: Communication
• Fill-in the Blank
1.For many companies, ______ has been
replaced by instant messaging, blogging,
wikis, and other tools.
2.A ______ is the online equivalent of
recorded audio or video broadcasts.
3.E-mail ______ refers to all the efforts
companies are making to keep e-mail
clean and safe—from spam blocking and
virus protection to content filtering.
• Fill-in the Blank
1. For many companies, ______ has been replaced by instant
messaging, blogging, wikis, and other tools.
• ANSWER: E-mail
• DIFFICULTY: easy; PAGE: 116; OBJECTIVE: 1; TYPE: concept;
AACSB: Communication, Technology
1. A ______ is the online equivalent of recorded audio or video
broadcasts.
• ANSWER: Podcast
• DIFFICULTY: moderate; PAGE: 117; OBJECTIVE: 5; TYPE:
concept; AACSB: Communication, Technology
1. E-mail ______ refers to all the efforts companies are making to keep
e-mail clean and safe—from spam blocking and virus protection to
content filtering.
• ANSWER: Hygiene
• DIFFICULTY: moderate; PAGE: 118; OBJECTIVE: 2; TYPE:
concept; AACSB: Communication, Technology
• Short Answer/ Essay
• List at least five media that are popular for sending short business
messages.
• ANSWER: Popular media for sending short business messages
include: 1) E-mail, 2) Instant messaging (IM), 3) Text messaging,
4) Blogs, 5) Podcasts, and 6) Wikis.
• DIFFICULTY: moderate; PAGES: 116–117; OBJECTIVE: 1; TYPE:
concept; AACSB: Communication, Technology
• Give three reasons to send a hard copy of a business message
instead of using an electronic medium.
• ANSWER: Reasons for sending a printed message include: 1)
When you want to make a formal impression, 2) When you want
to stand out from the flood of electronic messages your
audience receives, and 3) When you are legally required to
provide information in printed form.
• DIFFICULTY: moderate; PAGE: 117; OBJECTIVE: 1; TYPE:
concept; AACSB: Communication, Technology
• CHAPTER 7
• WRITING ROUTINE AND POSITIVE
MESSAGES
1. Finding out what readers need to know and
having all of the relevant information is part
of the ______ step of the writing process.
a.
b.
c.
d.
completing
organizing
writing
planning
2. The completing step includes
a.
b.
c.
d.
organizing your message.
revising your message.
considering the customs of your audience.
all of the above.
1. Finding out what readers need to know and having all of the
relevant information is part of the ______ step of the writing
process.
a.
b.
c.
d.
completing
organizing
writing
planning
• ANSWER: d. These actions are part of the planning step.
• DIFFICULTY: moderate; PAGE: 143; OBJECTIVE: 1; TYPE:
concept; AACSB: Communication
1. The completing step includes
a.
b.
c.
d.
organizing your message.
revising your message.
considering the customs of your audience.
all of the above.
• ANSWER: b. Revising is part of the completing step. The other
two are part of the writing step.
• DIFFICULTY: moderate; PAGE: 143; OBJECTIVE: 1; TYPE:
concept; AACSB: Communication
• True/False
1._____ Planning your message includes
analyzing the situation and selecting an
appropriate medium.
2._____When you make a routine request,
you should anticipate that your audience
will comply.
1._____ For routine requests you should
use an indirect approach.
• True/False
1. _____ Planning your message includes analyzing the situation and
selecting an appropriate medium.
• ANSWER: True. These are important parts of the planning step.
• DIFFICULTY: easy; PAGE: 143; OBJECTIVE: 1; TYPE: concept;
AACSB: Communication
1. _____When you make a routine request, you should anticipate that
your audience will comply.
• ANSWER: True. This is communication that is part of the
normal course of business.
• DIFFICULTY: moderate; PAGE: 145; OBJECTIVE: 2; TYPE:
concept; AACSB: Communication
1. _____ For routine requests you should use an indirect approach.
• ANSWER: False. Use a direct approach for routine requests.
• DIFFICULTY: moderate; PAGE: 145; OBJECTIVE: 2; TYPE:
concept; AACSB: Communication
• True/False
1._____ Planning your message includes
analyzing the situation and selecting an
appropriate medium.
2._____When you make a routine request,
you should anticipate that your audience
will comply.
1._____ For routine requests you should
use an indirect approach.
• True/False
1. _____ Planning your message includes analyzing the situation and
selecting an appropriate medium.
• ANSWER: True. These are important parts of the planning step.
• DIFFICULTY: easy; PAGE: 143; OBJECTIVE: 1; TYPE: concept;
AACSB: Communication
1. _____When you make a routine request, you should anticipate that
your audience will comply.
• ANSWER: True. This is communication that is part of the
normal course of business.
• DIFFICULTY: moderate; PAGE: 145; OBJECTIVE: 2; TYPE:
concept; AACSB: Communication
1. _____ For routine requests you should use an indirect approach.
• ANSWER: False. Use a direct approach for routine requests.
• DIFFICULTY: moderate; PAGE: 145; OBJECTIVE: 2; TYPE:
concept; AACSB: Communication
• Fill-in the Blank
1.The three-step writing process for routine
messages includes ______, ______, and
______.
2.Adapting to your audience and maintaining
a “you” attitude is part of the ______ step
of the writing process for routine
messages.
3.When making a routine request, you
should use a/an ______ approach and
open with a statement of your request.
• Fill-in the Blank
1. The three-step writing process for routine messages includes
______, ______, and ______.
• ANSWER: Planning; writing; completing
• DIFFICULTY: moderate; PAGE: 143; OBJECTIVE: 1; TYPE:
concept; AACSB: Communication
1. Adapting to your audience and maintaining a “you” attitude is part of
the ______ step of the writing process for routine messages.
• ANSWER: Writing
• DIFFICULTY: moderate; PAGE: 143; OBJECTIVE: 1; TYPE:
concept; AACSB: Communication
1. When making a routine request, you should use a/an ______
approach and open with a statement of your request.
• ANSWER: Direct
• DIFFICULTY: easy; PAGE: 144; OBJECTIVE: 2; TYPE: concept;
AACSB: Communication
•
1.
•
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•
1.
•
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•
Short Answer/Essay
List three guidelines to follow for the opening of a routine request.
ANSWER:
place your request first
pay attention to tone
assume your audience will comply
be specific
DIFFICULTY: moderate; PAGE: 145; OBJECTIVE: 2; TYPE:
concept; AACSB: Communication
List the guidelines to follow if you need to ask questions in the body
of a routine request.
ANSWER:
ask the most important questions first
ask only relevant questions
deal with only one topic per question
DIFFICULTY: moderate; PAGE: 145; OBJECTIVE: 2; TYPE:
concept; AACSB: Communication
1.
•
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

•
1.
•
•
List the elements that should be included in an
effective closing for a routine request.
ANSWER:
request a specific action
provide contact information
express appreciation or goodwill
DIFFICULTY: moderate; PAGE: 145; OBJECTIVE: 2;
TYPE: concept; AACSB: Communication
Describe the three-step strategy for sending routine
replies and positive messages.
ANSWER: (1) Use a direct approach. Start with the
main idea. (2) Use the body to provide necessary
details and explanation. 3) Finally, close cordially,
perhaps highlighting a benefit to the audience.
DIFFICULTY: moderate; PAGES: 148–150;
OBJECTIVE: 4; TYPE: concept; AACSB:
Communication