Email Etiquette

Trainers quiz sheet

Questions and answers
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 Masterclasses quiz

Question 1
When writing an email message, paragraphs should be…
a. Long
b. Short
c. Indented
d. Invisible
Answer = B
Short paragraphs are easier to read.  Also, they’re less overwhelming because
there is more white space between them.

Question 2
The best way to make several points in an email is…
a. Include all the points in one paragraph
b. Include all the points in the last paragraph
c. Use lists with bullets and numbers
d. Hire an airplane pulling a banner with the information to fly over the office

Answer = C
If you put more than one point in a paragraph, it may be overlooked.  Lists and
bullets make each of your points stand out.

Question 3
If you know the recipient is often in a hurry, the best way to
send a supporting document is..
a. Put it directly in the body of the message
b. Attach it as a separate document
c. Type slowly
d. Have it delivered by carrier pigeon
Answer = A
When people are in a hurry, they’re less likely to open an attachment.  Why?  It
takes extra time.  People are more likely to read something that’s right in front of
them.  To do this, you can either type directly in the message window, or compose
elsewhere.  Then, highlight the text, copy, and paste it into the window.

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Question 4
When sending a message, you should copy (“cc”)…
a. Everyone in the department
b. Your boss and your bosses’ boss
c. Only those people that absolutely must know
d. The whole world. Why not? Everyone else does
Answer = C
The “cc” function is the most abused function in email.  Don’t be a pain! 

Question 5
When writing a subject line…
a. Make it generic like ‘Hello’ or ‘Greetings’
b. Be specific but brief
c. Use several sentences
d. Say ‘If you don’t respond I’ll send Uncle Guido to break your knee caps
Answer = B
The more specific and descriptive you are, the better chance you have of getting
the recipient to open the message.

Question 6
How much space can typically be viewed in the Subject Line?
a. 25 – 35 characters
b. 25 – 35 words
c. 50 – 75 characters
d. 50 – 75 words
Answer = A
“Characters” are defined as every letter or space – anytime you hit a key or
spacebar.  The typical subject line will display only 25 – 35 characters.
Question 7
When you need to send an email to many recipients, you
should…
a. Use the bulk mailing platform and send anyway
b. Use the CC field
c. Use the BCC field
d. Create a single email address that sends to the list

Answer = A
By creating a mailing list, all recipients email addresses are not displayed which
menas the recipients do not need to scroll through lots of lines before getting to
the message

Question 8
When you have a specific, personal response in an email
thread you should…
a. Respond with ‘Reply All’
b. Respond with ‘Reply’
c. Reply and CC in their boss
d. Phone them

Answer = B
Avoid discussing private concerns and issues. It is okay to address someone
directly on the list.

Question 9
Which statement is the most accurate?
a. Work email should be treated as a private space
b. Work email should be treated as a public space
c. Work email should be treated as a semi-private space
d. Work email should be treated as a private and confidential space

Answer = B
Work emails are not private and must be treated as you would any other public
work space

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Question 10
Which statement is the most accurate?
a. Email is perfect for detailed updates
b. Email is perfect for quick, important, non-urgent updates
c. Email is perfect for important, non-urgent updates
d. Email is perfect for non-urgent updates

Answer = B
Emails should never be too long. It is important to try and keep them to
approximately a screen length to avoid scrolling and to help ensure they are read.
Remember, email is only one form of professional communication

Question 11
Caps lock and multiple exclamation marks should be …
a. Avoided at all costs
b. Used when you want something to stand out
c. Used sparingly
d. Used when the recipient is in your department

Answer = A
Always remember that email is a professional communication tool and all
messages should be professional in content

Question 12
When scheduling a meeting, you should…
a. Book a time that is convenient for you
b. Book a time that is convenient for your boss
c. Check all attendee’s availability
d. Book it in the morning when people are feeling fresher

Answer = C
By checking the calendar scheduling functionality when booking the meeting you
are helping to ensure that the time is convenient for all attendees
Notes