Business Communication In Person In Print Online 10th

Edition by Newman Ober ISBN 1305500644 9781305500648

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Chapter 06 Neutral and Positive Messages

TRUEFALSE

1. When you use the direct organizational plan for a neutral message, you present the details before
the primary idea.

(A) True (B)

False

Answer : (B)

2. Neutral messages can be appropriate for readers inside and outside the organization.

(A) True

(B) False

Answer : (A)

3. When you believe that the reader will not need persuasion to do what you ask, you can use a
neutral message.

(A) True (B)

False

Answer : (A)

4. A polite request phrased as a question out of courtesy does not need to end with a question mark.

(A) True

(B) False

Answer : (A)
5. You can begin a request with a direct question, a statement, or a polite explanation.

(A) True

(B) False

Answer : (A)

6. The reader is less likely to omit a response to one question if you number all your questions in a
message.
(A) True (B)

False

Answer : (A)

7. A request letter does not need to contain background information for the reader.

(A) True

(B) False

Answer : (B)

8. Discussing reader benefits encourages the reader to comply with your request.

(A) True

(B) False

Answer : (A)

9. Put yourself in the reader's position to think about what information you should include in a
request so the reader can respond appropriately.

(A) True (B)

False

Answer : (A)

10. In the closing of a neutral message, write in a friendly, positive tone, and express appreciation
for the assistance you are requesting.

(A) True (B)

False

Answer : (A)

11. A request typically begins by stating and justifying the requested deadline.

(A) True

(B) False

Answer : (B)
12. A reply that grants the reader's request should follow the indirect organizational pattern.

(A) True

(B) False

Answer : (B)

13. Research shows that many customers expect a response to a request within 24 hours.

(A) True

(B) False

Answer : (A)

14. The first paragraph of a positive reply should build goodwill by approaching the topic in an
indirect manner.

(A) True (B)

False

Answer : (B)

15. In a reply, avoid answering a reader's question if the answer is not what the reader wants to
know.

(A) True (B)

False

Answer : (B)

16. When writing a reply, use objective, clear language to answer the reader's implied and stated
questions.

(A) True (B)

False

Answer : (A)

17. When writing a reply, you can build goodwill for your company or product by including extensive
sales promotion details.

(A) True

(B) False
Answer : (B)

18. Instant messaging is a good choice for simple, neutral messages that require quick responses.

(A) True

(B) False

Answer : (A)

19. Because IMs are personalized, you may want to use them in ways that reflect your own
personality rather than the norms of business communication in your specific organization.

(A) True (B)

False

Answer : (B)

20. IMs are quick, short, and once sent are gone forever.

(A) True

(B) False

Answer : (B)

21. Write a friendly, personalized closing to every reply, rather than relying on clichés.

(A) True

(B) False

Answer : (A)

22. Follow your company's IM policy, and be aware of viruses and security risks.

(A) True

(B) False

Answer : (A)

23. Using IM allows you to avoid the hassle of following grammar and punctuation standards.

(A) True

(B) False
Answer : (B)

24. When using IM, avoid abbreviations, such as "u" and "r" unless the recipient has used them first.

(A) True

(B) False

Answer : (A)

25. Whether you use email or IMs, you should avoid opening attachments unless you trust the
source.

(A) True (B)

False

Answer : (A)

26. Customers may expect a response to their online requests within an hour or two.

(A) True

(B) False

Answer : (A)

27. Before announcing the "good news" in your response to a request, you need to write a sentence
or two to provide context and acknowledge that you received the request.

(A) True (B)

False

Answer : (B)

28. To save time on responses, create a form letter that begins "Dear Sir or Madam" that can be
used for a variety of situations.

(A) True (B)

False

Answer : (B)

29. A simple request should be treated as an opportunity to conduct extensive sales and promotion
activities.
(A) True (B)

False

Answer : (B)

30. When initiating an IM, follow the grammar, punctuation, and capitalization standards within the
organization.

(A) True (B)

False

Answer : (A)

31. An effective response to a customer inquiry includes personalized, thorough information.

(A) True

(B) False

Answer : (A)

32. Goodwill messages may convey congratulations, sympathy, or appreciation.

(A) True

(B) False

Answer : (A)

33. Recognition notes are typically sent to an employee's supervisor, who may decide not to show
the employee mentioned in the note.

(A) True (B)

False

Answer : (B)

34. Recognition notes should be handwritten, but not sent electronically.

(A) True

(B) False

Answer : (B)
35. Smart companies monitor all social media posts about the company, but they might not
necessarily respond to each one.

(A) True (B)

False

Answer : (A)

36. Companies typically respond to critical online customer feedback, but they ignore highly positive
posts because the customer is already well satisfied.

(A) True (B)

False

Answer : (B)

37. Companies should respond quickly to any social media post that is degrading or insulting.

(A) True

(B) False

Answer : (B)

38. An appropriate company response to a social media post that contains factual errors is to
provide the facts that have been misrepresented.

(A) True (B)

False

Answer : (A)

39. "No Response" (ignoring) is a valid option for companies finding positive comments online.

(A) True

(B) False

Answer : (A)

40. Aggregators scan the web for comments about a company, and then analyze what they find.

(A) True

(B) False
Answer : (A)

41. Goodwill messages have no business objectives.

(A) True

(B) False

Answer : (A)

42. Because it requires no extra effort for the sender or receiver, a phone call is a more thoughtful
way to convey a goodwill message than a written note.

(A) True (B)

False

Answer : (B)

43. Companies should respond to highly positive online comments with a formal official company
response.

(A) True (B)

False

Answer : (B)

44. The direct approach is recommended for goodwill messages, even those conveying sympathy.

(A) True

(B) False

Answer : (A)

45. You should send congratulatory notes for major business achievements to suppliers and
customers, but not to coworkers.

(A) True (B)

False

Answer : (B)

46. Handwritten thank-you notes appear more personalized and sincere than typed thank-you notes.

(A) True
(B) False

Answer : (A)

47. When writing about an emotional event such as someone's serious illness, use strong, formal
language and avoid referring to the person or event in direct terms.

(A) True (B)

False

Answer : (B)

48. When writing a sympathy note, share your memories of the person who died.

(A) True

(B) False

Answer : (A)

MULTICHOICE

49. Which of the following messages is not considered neutral?

(A) a consumer complaining about a minor product defect

(B) a manager notifying employees of a small policy change

(C) top management announcing a decision to close a factory

(D) a customer applying for a store credit card

(E) a government agency responding to a request for a brochure

Answer : (C)

50. The direct organizational plan

(A) provides evidence and details before the primary idea.

(B) is always used for persuasive and bad-news messages.

(C) gets to the point quickly by stating the main idea first.

(D) introduces the writer to the reader in the first paragraph.

(E) is rarely used for routine messages.

Answer : (C)

51. A request is not neutral if you

(A) believe that the reader will object to granting your request.

(B) anticipate no resistance from the reader responding to your request.

(C) think the reader will appreciate the opportunity to comply with your request.

(D) are making a simple request without persuasion.

(E) put a direct question or polite request in the first sentence or two.

Answer : (A)

52. One advantage of the direct organizational plan is that it

(A) gives reasons up front to prepare the reader for negative news.

(B) positions the major news first.

(C) results in more formal messages.

(D) presents key topic sentences before subsequent ideas.

(E) arranges supporting details in order of priority.

Answer : (B)

53. You should start a request

(A) by asking for an immediate response.

(B) with the request, which is the main idea.

(C) with a rhetorical question to attract reader attention.

(D) by explaining why you need the information you're requesting.

(E) with a sentence of appreciation for the reader's cooperation.

Answer : (B)

54. Which of the following is an example of a polite request?

(A) Would you please provide information about your new digital camera.

(B) You need to send me more information about your digital camera product line.

(C) When will you mail the requested information about the digital camera?
(D) Your digital camera may be what our desktop publishing department needs.

(E) Thank you for providing the information by March 15.

Answer : (A)

55. How does a polite request differ from a direct question?

(A) A polite request ends with a question mark.

(B) A polite request ends with a period.

(C) A direct question ends with either a period or a question mark.

(D) A direct question is the topic sentence of a routine request's closing paragraph.

(E) A polite request includes a statement of goodwill.

Answer : (B)

56. When asking several specific questions in a direct request message, do not

(A) number each question.

(B) cover only one topic in each question.

(C) arrange the questions in a logical order.

(D) use the indirect organizational plan.

(E) word questions clearly and objectively.

Answer : (D)

57. To increase the probability that your request will be granted,

(A) list as many in-depth questions as possible.

(B) explain how the reader will benefit by doing what you ask.

(C) include flattering statements to retain the interest of your reader.

(D) persuade the reader that a timely response is critical.

(E) mention the name of a reference before or after making the request.

Answer : (B)

58. The final paragraph of a request should not

(A) sound friendly and positive.

(B) offer to reciprocate.

(C) take the reader's cooperation for granted.

(D) state and justify when the information or action is needed.

(E) show appreciation for the assistance to be provided.

Answer : (C)

59. Which of the following is the most effective closing statement for a request message?

(A) Thank you in advance for answering all my questions about your training workshops.

(B) I would appreciate receiving your price list by November 3 so I can plan for a purchase in my
December budget.

(C) Please send me background information about your new product line.

(D) I trust that, if you want me to order merchandise from your company, you will respond by June
30.

(E) I am in the process of planning a wedding reception and need some assistance.

Answer : (B)

60. Which of the following is not appropriate when preparing a reply?

(A) Use the indirect organizational plan.

(B) Put the "good news" in your first paragraph.

(C) Respond to the request promptly.

(D) Include answers to both implied and stated questions.

(E) Answer questions even if readers do not want that response.

Answer : (A)

61. A neutral reply is

(A) sent in reply to a routine persuasive sales letter.

(B) used when a routine request is being denied.

(C) more effective when it follows the indirect organizational plan.

(D) less effective when it follows the direct organizational plan.

(E) an appropriate response when the request will be granted.

Answer : (E)

62. If you wait to respond to a request that you are granting, you

(A) may lose the goodwill of the person making the request.

(B) save the reader's time.

(C) put the reader in a positive frame of mind.

(D) show professional courtesy and increase the reader's interest.

(E) reduce the opportunity for complying with the request.

Answer : (A)

63. Which of the following is the most effective opening sentence for a reply?

(A) Your letter dated February 10 has been forwarded to my attention.

(B) We are happy to enclose the information you requested about the ClearSpeak phone.

(C) Although we normally do not comply with requests such as yours, we are making an exception
this time.

(D) Thank you for contacting us about the ClearSpeak phone.

(E) You will be pleased to know that we have received your letter today.

Answer : (B)

64. If you include sales promotion in a reply, you should

(A) provide a great deal of detail for persuasive purposes.

(B) put it in the first paragraph.

(C) make it brief and subtle.

(D) put it at the end of the friendly closing.

(E) convince the reader that the product or service inquired about is superior to all others.

Answer : (C)

65. Which of the following statements about neutral or positive messages is incorrect?

(A) They may be presented in any communication medium.

(B) They may be internal or external.

(C) They typically use the direct organizational pattern.

(D) They cover routine topics.

(E) They are not important to the success of the business.

Answer : (E)

66. Which of the following is not a courteous response?

(A) We are happy to provide the information you requested.

(B) We have reviewed your request and found that a response is justified.

(C) Thank you for your request.

(D) We are pleased that you would like more information about our service.

(E) Please contact us with any further questions.

Answer : (B)

67. Which of the following would be an effective statement for a reply?

(A) If you have any further questions, please do not hesitate to call me.

(B) To receive a complimentary copy of Software Magazine, call 555-2458.

(C) Thanks for your interest.

(D) I hope this information is of use to you.

(E) Please place your order right away to avoid losing out on this special offer.

Answer : (B)

68. Which of the following is NOT part of a neutral message?

(A) explanation and details

(B) a major idea

(C) a complaint

(D) a friendly closing

Answer : (C)

69. A written message is the best choice

(A) when you need to have a quick interaction.

(B) when you need a record of your conversation.

(C) when the matter is simple and your colleague is next door.

(D) when the email system isn't working.

(E) when the customer has indicated that an IM is appropriate.

Answer : (B)

70. A message is neutral if

(A) you are posting a comment about a poor service experience.

(B) you expect the reader will do as you ask without having to be persuaded.

(C) you are asking a company to accept a product return that is two weeks past the stated date in
the return policy.

(D) you expect some resistance to your request.

(E) you hope to convince the reader to accommodate your unique requirements.

Answer : (B)

71. Which of the following is not good advice for making a request?

(A) Use a direct question, polite request, or statement.

(B) Provide choice by asking more questions than absolutely necessary.

(C) Show how others benefit from your receiving the requested information.

(D) Explain why you're making the request.

(E) Close on a friendly note.

Answer : (B)

72. Which of the following is not a good reason to use IM at work?

(A) You need to convey information quickly.

(B) You need to send confidential business information.

(C) You have a simple question.

(D) You need a fast response from someone.

(E) You know that your supervisor appreciates a quick update using IM.

Answer : (B)
73. Which of the following is NOT a guideline for using IM at work?

(A) Follow the communication custom within your organization when initiating an IM.

(B) Keep instant messages short and focuses.

(C) Follow grammar, punctuation, and capitalization standards within the organization.

(D) Use abbreviations whenever possible.

(E) Follow your company's IM policy.

Answer : (D)

74. A response to a neutral message should be organized in this order:

(A) (1) apology, (2) good news, (3) explanation, (4) courteous closing.

(B) (1) explanation, (2) questions answered, (3) good news, (4) courteous closing.

(C) (1) explanation, (2) good news, (3) clichéd closing.

(D) (1) good news, (2) questions answered, (3) subtle company promotion, if appropriate, (4)
courteous closing.

(E) (1) good news, (2) questions answered, (3) explanation, (4) good news reiterated in the closing.

Answer : (D)

75. Which of the following is an appropriate response to a request for information?

(A) Because your satisfaction is important to us, we will send you the information you expect.

(B) Our service technician carefully examined the list of questions you submitted.

(C) Reading the owner's manual or checking our easy-to-use website will provide the answers you
seek.

(D) We are pleased to provide the information you requested.

(E) We have decided to provide the information you seek, due to your long association with our
organization.

Answer : (D)

76. Recognition notes

(A) point the blame at a particular individual in your company.

(B) will make others feel jealous.

(C) specify what the person did and how it benefited the organization.
(D) are worthwhile additions to the sender's career portfolio.

(E) should always be handwritten for the greatest impact.

Answer : (C)

77. Which of the following would not be an appropriate reason to send a thank-you note?

(A) A friend sends you a gift.

(B) You complete a job interview.

(C) A former supervisor writes you a recommendation letter.

(D) You receive an A grade on an exam.

(E) You receive a scholarship.

Answer : (D)

78. Which of the following statements about online customer communication is not correct?

(A) It includes public comments on review sites, blogs, and social networks.

(B) It allows companies to win customers online.

(C) It carries higher stakes than most paper communication.

(D) It allows companies to respond to, but not anticipate, customer concerns.

(E) It may allow companies to build a positive reputation online.

Answer : (D)

79. Which of the following should you not do in a goodwill message?

(A) Write out of a sense of kindness or friendship.

(B) Write promptly so the event is still fresh in the reader's mind.

(C) Use a direct organizational plan.

(D) Mention a business objective.

(E) State your main idea early in the message.

Answer : (D)

80. Which of the following is a goodwill message?

(A) a suggestion for improving service

(B) a direct request for product information

(C) a persuasive request for an adjustment when the customer is at fault

(D) a complaint message that includes positive comments about the company

(E) a sympathy card

Answer : (D)

81. When writing a goodwill message, you should

(A) type the note so that it is easier to read.

(B) discuss resale in the closing.

(C) use a sincere tone.

(D) use the indirect organizational approach.

(E) use a form letter for efficiency.

Answer : (C)

82. A goodwill message is especially effective when it

(A) discusses the reader's situation in detail.

(B) mentions a specific incident or anecdote.

(C) uses strong, flowery language.

(D) focuses on the writer's thoughts and feelings.

(E) omits a subject line on the email form.

Answer : (B)

83. The reader will appreciate a thank-you note even more when it

(A) is handwritten instead of typed.

(B) arrives unexpectedly.

(C) contains subtle resale.

(D) mentions a business objective.

(E) is typed to make it easy to read.

Answer : (A)
84. A sympathy note to a colleague whose spouse has just died should

(A) mention specific memories or a specific quality of the deceased.

(B) come to the point in the middle or final paragraph.

(C) emphasize the reader's emotional state.

(D) avoid discussing the deceased in any way.

(E) use emotional language to show concern.

Answer : (A)

85. scan the web for comments about the company.

(A) Geolocators

(B) Scanners

(C) Interns

(D) Aggregators

(E) Dementors

Answer : (D)

86. When responding to customer comments online, a company should

(A) reply with witty sarcasm to belittling comments or posts.

(B) reply with factual information to unhappy customers.

(C) not reply to neutral posts or comments.

(D) reply to every positive customer statement.

(E) reply with emotional language to show concern.

Answer : (C)

87. What is an appropriate company response to a degrading post that leaves the writer with little
or no credibility?

(A) Reply with factual information.

(B) Reply to fix the problem and restore the relationship.

(C) Reach out to engage with the writer.

(D) No response.
(E) No response, but monitor for activity.

Answer : (E)

88. Which of the following is not an appropriate way to create an authentic, informal response to
positive online feedback?

(A) Re-post the feedback to the company intranet.

(B) Mention the writer's name and thank him or her by name.

(C) Provide a photo and your own name.

(D) Offer solutions or other ways to keep in touch.

(E) Address specific comments from the post.

Answer : (A)

89. Sites such as may allow companies to anticipate customer needs online.

(A) Craigslist

(B) Hotmail

(C) Twitter

(D) Amazon

(E) Wynn

Answer : (C)

90. When sending an instant message, you should

(A) mention the current time and date.

(B) get to the point quickly.

(C) emphasize any common goals.

(D) use many emoticons.

(E) avoid asking "Is this a good time?"

Answer : (B)

91. Which of the following is not good advice for writing effective goodwill messages?

(A) Be direct: state the main idea in the first sentence or two.
(B) Be enthusiastic: use strong words to demonstrate your sincerity.

(C) Be prompt: send a goodwill message while the reason is still fresh in the reader's mind.

(D) Be specific: mention a specific incident or anecdote.

(E) Be brief: use a short note for most circumstances.

Answer : (B)

92. A goodwill message

(A) should always mention the underlying business purpose.

(B) has the same emphasis in all cultures.

(C) may be more meaningful as a written note than as a phone call.

(D) conveys sympathy, rejection, or appreciation.

(E) uses emotional language to show concern.

Answer : (C)

93. To which of the following type of social media posts would a "no response" reaction be most
appropriate?

(A) Misguided

(B) Unhappy

(C) Physically threatening

(D) Neutral

(E) Highly positive

Answer : (D)

94. is often overused in organizations.

(A) Text messaging

(B) Email

(C) Face-to-face conversation

(D) Cell phones

(E) Instant messaging

Answer : (B)
ESSAY

95. Describe at least four guidelines to remember when asking questions in a request.

Graders Info :

Students need to list at least four of the following seven guidelines:

Ask as few questions as possible and never ask for information that you can obtain
a.
on your own.
b. Number the questions if you have several of them.
Ask yes-or-no questions or short-answer questions when possible; however, use
c.
open-ended questions when you need more information.
d. Arrange your questions in a logical order.
e. Word each question clearly and objectively.
f. Limit the content to one topic per question.
Assure the reader that his or her answers will be treated confidentially, if
g.
necessary.

96. List and briefly describe the three major sections of a request letter.

Graders Info :

a. Major idea first. Clearly state the overall request or idea.

Explanation and details. Provide necessary information so the reader knows
b.
why the information or action is needed.
Friendly closing. Express appreciation for the assistance, and state and justify
c.
any deadlines.

97. Why is promptness one of the most important considerations when writing a reply?

Graders Info :

If the information arrives after the customer needs to make a decision, the time you took to respond
will have been wasted. Furthermore, delay in responding will send a message that the reader's
request is not important to you or that you do not want to comply with the request.

98. Why do people send goodwill messages?

Graders Info :

Goodwill messages convey congratulations, appreciation, or sympathy. They have no business

objective but instead are sent out of a sense of kindness and to maintain or build relationships.

99. Describe the guidelines to follow in handling a reply.

Graders Info :

Answer promptly to be sure the information arrives before the purchase decision
1.
is made.
2. Respond courteously.
3. Use a direct organizational plan: grant the request early in the message.
4. Answer all questions asked or implied.
5. If appropriate, use a subtle sales promotion.

100. What are the risks and potential benefits of online customer communication?

Graders Info :

The stakes are high whenever customer comments--and company responses--may be viewed by
hundreds, thousands, and maybe millions of people online. Companies can strengthen relationships
with customers, win new customers, and build a positive reputation online. However, slow or poorly
written responses can lose customers and damage a company's image in a very public way.

101. What should smart companies do about the constant stream of social media posts?

Graders Info :

Successful businesses are learning to monitor what goes on online and to judge how their online
reputation is built or damaged. Large companies may use aggregators to scan the web for relevant
comments and analyze online comments. Staff members at smaller companies may use tools such as
Google Alerts to search the web for conversations about their company. After a company has
identified and classified relevant comments, managers can decide how to respond.

102. Discuss appropriate responses for common types of social media posts.

Graders Info :

In general, companies will want to consider the influence of the site and poster.
Positive or neutral comments may be often safely ignored, but companies may
1.
want to engage with highly positive posters.
Degrading posts need to be monitored for future activity, while factually incorrect
2.
posts prompt a correction of the errors.
If a customer describes an unhappy experience, a wise company will attempt to fix
3.
the problem and restore the relationship.
103. When is it appropriate to use instant messaging in the workplace?

Graders Info :

Instant messaging is a good choice for simple, neutral messages that require a quick response. If
you need to convey information in a hurry or need a fast response from someone, sending an IM may
be effective. Be sure to follow the cultural norms within your organization: consider how your peers
and supervisors use IM.

104. How important is it to avoid abbreviations and use correct punctuation and capitalization when
using IM?

Graders Info :

If in doubt, use good writing principles and no shortcuts. In general, however, you should follow the
cultural norms in your organization, with special attention to the ways your manager uses the
medium. Avoid using abbreviations unless the recipient has used them first. Your messages should
be reasonably error-free. Also, use emoticons sparingly, and avoid elaborate fonts and colors.

105. What are some of the drawbacks or dangers of using IM at work?

Graders Info :

You should avoid using IM for personal or confidential business information. Instant messages, like
email, can be automatically saved on a computer or server. Viruses and security risks may be an
issue; avoid opening attachments unless you trust the source. Also, as with any communication or
entertainment technology, avoid overuse, which may hurt your productivity and damage your
credibility.

106. What are the types of goodwill messages?

Graders Info :

The primary types of goodwill messages discussed in the textbook are recognition notes,
congratulatory messages, thank-you notes, and sympathy notes.

107. What are the five general guidelines for writing goodwill messages?

Graders Info :
a. Be prompt. The message must be sent soon after the situation occurs.
b. Be direct. The major idea should be stated in the first few sentences.
c. Be sincere. The language should be conversational but not flowery.
Be specific. The specific incident should be stated to avoid sounding like a form
d.
letter.
Be brief. A short personal card is usually more appropriate than a full-length
e.
letter.

108. What are some examples of neutral and positive messages?

Graders Info :

Neutral or positive messages might include the following: a business owner asks for information
from suppliers, a manager at a large corporation sends an email about a minor policy change, a
customer calls a store for product information, a manager compliments an employee, or a customer
writes positive comments about a company online. Answers may vary, but recognize that these
communications might be internal or external and may be presented in any communication medium.

109. What are some common mistakes people make when writing requests?

Graders Info :

Answers may vary, but might include:

1. Lacking a clear specific subject line.
2. Using a generic, informal salutation.
3. Beginning with vague information and no clear purpose for writing.
4. Providing too much irrelevant information.
5. Delaying the request until the end.
6. Lacking a professional closing.

110. What are typical elements of an appropriate sympathy note after someone has passed away?

Graders Info :

Short, handwritten notes are the most appropriate. They should not avoid mentioning the death, but
neither should they dwell on it. Begin with an expression of sympathy, mention some specific quality
or personal reminiscence about the deceased, and then close with an expression of comfort and
affection. A genuine offer to help is often appreciated.

111. When are congratulatory notes appropriate?

Graders Info :

Congratulatory notes mark major business achievements or personal milestones. They may be
written both to employees within the company and to customers, suppliers, and others outside your
company. They might be sent when someone receives a promotion, wins new business, receives an
award, announces a retirement, or celebrates an anniversary with the company. Personal milestones
include engagements, weddings, births, graduations, and other occasions.

SHORTANSWER

112. Name four guidelines for using IM at work.Answer : Students should name four of the
following:
Answer : 1. Follow the communication custom within your organization when initiating an IM.
Answer : 2. Keep instant messages short and focused.
Answer : 3. Follow grammar, punctuation, and capitalization standards within the organization.
Answer : 4. Avoid using abbreviations unless the recipient has used them first.
Answer : 5. Save important IMs into a separate document.
Answer : 6. Follow your company's IM policy, and be aware of viruses and security risks.

MULTICHOICE

113. Which of the following is NOT a guideline for a goodwill message?

(A) Be sincere.

(B) Be prompt.

(C) Be direct.

(D) Be vague.

(E) Be brief.

Answer : (D)

TRUEFALSE

114. Most employees believe they don't receive enough positive feedback at work.

(A) True

(B) False

Answer : (A)
MULTICHOICE

115. Which of the following is not part of the social media response guidelines?

(A) React

(B) Discover

(C) Evaluate

(D) Respond

Answer : (A)