Test Bank

Chapter 5
Print and Electronic Messages

TRUE/FALSE

1. An advantage of oral messages is that they can be transmitted quickly.

ANS: True

2. An advantage of a written message is that it is a permanent record that may have legal value.

ANS: True

3. Secondary purposes support the main idea in a written message.

ANS: True

4. Memos may have an internal or external audience.

ANS: False

5. The traditional outline method works well when generating ideas and determining how they relate to
one another.

ANS: False

6. Changing writing methods can help overcome writer’s block.

ANS: True

7. Research represents the most common Internet application.

ANS: False

8. A distribution list may be used when multiple receivers are sent the same e-mail message.

ANS: True

9. New users of instant messaging quickly master the technology by using initialisms, replacement
letters in words, and symbol replacements for vowels in words.

ANS: True

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10. Blogs have not advanced to the level where they are used as customer communication tools.

ANS: False

11. Blogs are more conversational in tone than a business letter.

ANS: True

12. A user-friendly web design and effective navigation enhance the credibility of a website.

ANS: True

13. The first step in developing a business message is to draft the message.

ANS: False

14. Message purposes should be established within the framework of the four business communication
goals.

ANS: True

15. Errors do not detract from the clarity of the message since the reader just needs the main idea.

ANS: True

16. Writers should use the “more is better” principle when selecting the number and variety of word
processing emphasis techniques to use in print and e-mail messages.

ANS: False

17. Revising and editing are different names for the same process.

ANS: False

18. Grammar and spelling errors need not be corrected in business messages sent via e-mail.

ANS: False

19. Proofreading is done before and after revising and editing.

ANS: True

20. Business e-mail should be developed using the same three-step plan as other messages.

ANS: True

21. E-mail is so popular because it affords a high degree of privacy.

ANS: False

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22. When writing with a word processor, focus on content before mechanics.

ANS: True

23. Generally, the indirect plan should be used for neutral news messages.

ANS: False

24. A grammar checker detects and corrects grammar and punctuation errors.

ANS: False

25. A message with long words and sentences may have a high readability level even if the words are
familiar and the sentences are easy to understand.

ANS: True

26. All computer programs are not compatible when it comes to attachments, and some e-mail programs
don’t support multiple attachments.

ANS: True

27. Use emoticons in business e-mail to give personality to your messages.

ANS: False

28. The most important information in an e-mail should be the opening sentence or paragraph.

ANS: True

29. If you inadvertently send an e-mail before you are ready, it is easy to retrieve or cancel the e-mail.

ANS: False

30. A transmitted instant message should be limited to a thought or two.

ANS: False

MULTIPLE CHOICE

1. The four areas in which you analyze the receiver of a message are
a. knowledge, interests, attitudes, and emotional reaction.
b. knowledge, interests, attitudes, and gender.
c. knowledge, interests, emotional reaction, and age.
d. knowledge, interests, emotional reaction, and culture.
ANS: a. knowledge, interests, attitudes, and emotional reaction

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2. Which of the following is the three-step process for developing business messages?
a. Analyze receiver and situation, select organizational plan, and compose message content.
b. Determine purpose, analyze receiver and situation, and compose message content.
c. Plan, compose, proofread.
d. Plan, draft, finalize.
ANS: d. Plan, draft, finalize

3. Which of the following is NOT part of the planning process?

a. Apply the principles of business communication.
b. Establish purposes.
c. Outline the message content.
d. Select the organizational plan.
ANS: a. Apply the principles of business communication.

4. The best organizational plan and best type of message for persuading someone to donate to a
community project that feeds the homeless is a(n)
a. direct, oral message.
b. direct, written message.
c. indirect, oral message.
d. indirect, written message.
ANS: d. indirect, written message.

5. Which of the following is NOT a step in the proofreading process?

a. Pay special attention to names, numbers, and unusual words.
b. Read the material once for content, once for mechanics.
c. Read the material to a colleague bottom to top.
d. Use your word processing software spell checker to check for spelling errors.
ANS: c. Read the material to a colleague bottom to top.

6. Which of the following is NOT true of a message written using the indirect plan?
a. Supporting explanations and reasons lead to the main idea, which is presented later in the
message.
b. The opening is neutral or a point of agreement.
c. This organizational plan is sometimes called the inductive plan.
d. This organizational plan is used for good news messages.
ANS: c. This organizational plan is sometimes called the inductive plan.

7. The revising process includes all but which one of the following?
a. Checking to see that business communication principles have been applied
b. Determining whether the message is mechanically correct
c. Thinking about the visual image the message creates
d. Verifying the content for accuracy and completeness
ANS: b. determining whether the message is mechanically correct

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8. Which of the following is an appropriate situation in which to use e-mail?
a. Cancellation of a meeting scheduled for this afternoon
b. Discussion of a job performance evaluation
c. Negotiation of a salary increase
d. Reminder of an upcoming deadline for budget submissions
ANS: d. Reminder of an upcoming deadline for budget submissions

9. An advantage of an oral message is that it

a. Accommodates lengthy and complex content.
b. Allows for immediate feedback.
c. Can have legal value.
d. Provides a permanent record.
ANS: b. allows for immediate feedback.

10. Which of the following is a disadvantage of instant messaging?

a.
b. Messages are maintained on servers controlled by the provider.
c. Spontaneous interaction in real time is possible.
d. Teamwork and work flow are improved.
ANS: a. Files and links to websites may be shared by users.

ESSAY

1. Describe how to analyze a communication situation.

ANS: The importance to analyze the situation and define purpose carefully before writing a message. It's
vital to communicate clearly and effectively. ... This would help to analyze different kinds of messages
we can write according to our audience.

To analyze a communication situation, simply we lead through a discussion about the five parts:
1. Who is the sender?
2. What is the message?
3. What is the medium?
4. Who is the receiver?
5. What is the context?

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2. Why should you use the you-viewpoint when composing a message?

ANS: YOU-viewpoint is really a useful way for us to know how to communicate with each other more
effectively. YOU-viewpoint means that the sender gives primary consideration to the receiver's point of
view when composing and sending messages. ... In business communication, YOU-viewpoint is the most
powerful concept

3. What organizational plans are available for messages? Explain the features of each and when each
should be used.

ANS: The direct plan attempts to achieve the primary purpose of the message by placing the main idea in
the opening. The details supporting or explaining the primary purpose follow the opening. The indirect
plan opens on neutral ground or on a point of agreement. The sender then provides supporting reasons or
explanations that lead to the main idea, which is presented later in the message. Although research has
shown that in most situations the direct plan is more effective for positive or neutral information and the
indirect plan is more effective for negative information or persuasion, you will want to do a thorough
analysis of your receiver before selecting the organizational plan. Variables such as age, gender, and
culture will be factors in your decision.

4. List writing guidelines can you follow to ensure the web audience finds what they want quickly.

ANS: A website contains a group of related web pages. The opening screen, or home page, of a website
acts as a table of contents. From this screen, user’s link to other pages or sites by clicking on icons or
phrases designed for that purpose. The convenience and speed of this process result directly from the way
in which the home page is organized.
Building an effective website involves five steps;

1. Align tone to our target audience.

2. Leverage third-party data and expand on it.
3. Visualize and write for a single person.
4. Integrate user feedback into our content.
5. Keep it controversial but back up on our opinion

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5. How does writing for the Web differ from writing a business document such as a memo, a letter, or
a report?

ANS: The three-step process for developing business messages is simple but critical to our success in
communicating. The three steps are as follows:
1. Plan the Message.
2. Draft the Message.
3. Finalize the Message.

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