CHAPTER 6 CRAFTING MESSAGES FOR ELECTRONIC MEDIA

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CHAPTER 6CRAFTING MESSAGES FOR ELECTRONIC MEDIA

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• Multiple choice
• Appropriate media for routine, internal
  communication include
• instant messaging.
• e-mail.
• letters.
• both a and b
• One key reason e-mail is being replaced by
  instant messaging, blogging, and wikis is that
• 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 dont have e-mail addresses.

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• Multiple choice
• Appropriate media for routine, internal
  communication include
• 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
• One key reason e-mail is being replaced by
  instant messaging, blogging, and wikis is that
• 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 dont 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

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• True/False
• _____ E-mail is now a primary communication
  medium for most companies.
• _____ Social media such as YouTube are not useful
  in business.
• _____ Printed messages are the still the most
  formal media for business communication.

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• True/False
• _____ 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
• _____ 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
• _____ 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

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• Fill-in the Blank
• For many companies, ______ has been replaced by
  instant messaging, blogging, wikis, and other
  tools.
• A ______ is the online equivalent of recorded
  audio or video broadcasts.
• E-mail ______ refers to all the efforts companies
  are making to keep e-mail clean and safefrom
  spam blocking and virus protection to content
  filtering.

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• Fill-in the Blank
• 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
• A ______ is the online equivalent of recorded
  audio or video broadcasts.
• ANSWER Podcast
• DIFFICULTY moderate PAGE 117 OBJECTIVE 5
  TYPE concept AACSB Communication, Technology
• E-mail ______ refers to all the efforts companies
  are making to keep e-mail clean and safefrom
  spam blocking and virus protection to content
  filtering.
• ANSWER Hygiene
• DIFFICULTY moderate PAGE 118 OBJECTIVE 2
  TYPE concept AACSB Communication, Technology

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• 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 116117 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

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• CHAPTER 7
• WRITING ROUTINE AND POSITIVE MESSAGES

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• Finding out what readers need to know and having
  all of the relevant information is part of the
  ______ step of the writing process.
• completing
• organizing
• writing
• planning
• The completing step includes
• organizing your message.
• revising your message.
• considering the customs of your audience.
• all of the above.

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• Finding out what readers need to know and having
  all of the relevant information is part of the
  ______ step of the writing process.
• completing
• organizing
• writing
• planning
• ANSWER d. These actions are part of the planning
  step.
• DIFFICULTY moderate PAGE 143 OBJECTIVE 1
  TYPE concept AACSB Communication
• The completing step includes
• 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

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• True/False
• _____ Planning your message includes analyzing
  the situation and selecting an appropriate
  medium.
• _____When you make a routine request, you should
  anticipate that your audience will comply.
• _____ For routine requests you should use an
  indirect approach.

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• True/False
• _____ 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
• _____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
• _____ 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

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• True/False
• _____ Planning your message includes analyzing
  the situation and selecting an appropriate
  medium.
• _____When you make a routine request, you should
  anticipate that your audience will comply.
• _____ For routine requests you should use an
  indirect approach.

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• True/False
• _____ 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
• _____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
• _____ 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

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• Fill-in the Blank
• The three-step writing process for routine
  messages includes ______, ______, and ______.
• Adapting to your audience and maintaining a you
  attitude is part of the ______ step of the
  writing process for routine messages.
• When making a routine request, you should use
  a/an ______ approach and open with a statement of
  your request.

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• Fill-in the Blank
• The three-step writing process for routine
  messages includes ______, ______, and ______.
• ANSWER Planning writing completing
• DIFFICULTY moderate PAGE 143 OBJECTIVE 1
  TYPE concept AACSB Communication
• 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
• 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

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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

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• 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 148150 OBJECTIVE
  4 TYPE concept AACSB Communication