Deck 4: Communicating Routine Messages and Building Goodwill

Question 1

A "you" perspective ________.

A) consists simply of abundant use of the word "you" in your message
B) avoids use of the word "you"
C) requires you to consider other people's viewpoints
D) involves considering the situation from your own perspective
E) is only necessary in claims requests

Answer 1

C
Explanation: C) Creating a "you" perspective can be challenging because it requires you to consider other people's viewpoints.

Question 2

Which of the following is an external benefit?

A) less work for your audience
B) increased professional recognition for your audience
C) financial gains for your audience
D) positive effects on people your audience cares about
E) conditions that allow your audience to get their work done

Answer 2

D
Explanation: D) External benefits are advantages that a third party gains. Internal benefits are advantages that your audience directly receives from complying with your request.

Question 3

In all cases, avoid ________, as it requires your audience to figure out exactly what you want.

A) mentioning the context of your request
B) simply implying your request
C) emphasizing on your request
D) providing a detailed analysis with your request
E) explicitly expressing your request

Answer 3

B
Explanation: B) To avoid ambiguity, state your request explicitly.

Question 4

Before you can roll out the new database system you have designed, you need employees in departments across the company to volunteer to test it. You are drafting an email that will be sent to all employees to persuade them to help you with this testing.
Which of the following would best emphasize an audience benefit if included in this message?

A) If you help test the system, I will really appreciate your efforts.
B) You should help out because it's the right thing to do.
C) Your help will result in a more efficient system that lets you do your job faster and more easily.
D) People who dedicate their time and efforts to helping out with this project will not regret it.
E) If you volunteer, you will help me reach my quota of testers and finish this phase of the project.

Question 5

Routine business messages ________.

A) require you to persuade your audience
B) necessitate thinking about how to prevent your audience from being upset
C) can be very lengthy and quite complicated
D) are never challenging to write
E) require that you be clear, complete, and respectful

Question 6

Consider the message below:
Our department is short-staffed right now, as a number of employees were selected to participate in the current training program. This has coincided with a flood of paperwork that we must complete by the end of the week to fulfill the new compliance requirements. So without some divine intervention, our team won't be able to make it to this month's regularly scheduled meeting.
Which of the following would likely require more explanation of the reason for the request than others?

A) asking a retailer to exchange the sweater that you purchased for another sweater in the same style but in a larger size
B) asking an online vendor for a refund on a defective piece of equipment
C) asking a colleague to give you information about a subject unrelated to your field that you have never discussed together
D) asking the manufacturer to accept the return of a hardware device that is incompatible with your computer
E) asking a company for a refund on the tickets you bought for a seminar that was cancelled

Question 7

Which of the following statements best focuses on the audience benefits?

A) Please get me the data so I can start working on the forecasts.
B) I need you to give me the information that I asked you for.
C) If you get me that data by noon, you will get the results you need by the end of day.
D) You should call me back very soon since I'm leaving the office early today.
E) If you do me this favor, I will be able to get my project completed ahead of schedule.

Question 8

"If I get this information from you today, I will be able to finish my report by Friday and not have to work over the weekend." Consider the statement above. Which of the following choices best revises this statement to reflect a "you" perspective?

A) If you give me this information today, I will be able to finish my report by Friday and not have to work over the weekend.
B) You need to give me this information today so that I won't have to work over the weekend to have my report ready for you by Monday.
C) Please give me this information today so that I can finish my report by Friday and be able to start the week with a clean slate.
D) Will you please give me this information today, so that my report will be ready for you to use at your Monday meeting?
E) I'd appreciate it if you could give me this information today so that I can complete my report.

Question 9

Compared to the indirect approach, the direct approach is more likely to ________.

A) be difficult to understand
B) include a request at the end of the message
C) be the better choice for most requests
D) take more time to get to the point
E) get to the point slowly

Question 10

Before you can roll out the new database system you have designed, you need employees in departments across the company to volunteer to test it. You are drafting an email that will be sent to all employees to persuade them to help you with this testing.
You decide that it would be wise to include an external benefit in your message. Which of the following would be the best to include?

A) You will receive a token of appreciation for your efforts.
B) I will be able to complete this project.
C) Your help will make you proud.
D) I will be very grateful for your help.
E) Your help will secure extra resources for your department.

Question 11

Before you can roll out the new database system you have designed, you need employees in departments across the company to volunteer to test it. You are drafting an email that will be sent to all employees to persuade them to help you with this testing.
You mention that those who complete five hours of testing will earn an Amazon.com gift certificate. This is an example of a(n) ________ benefit.

A) internal
B) secondary
C) peripheral
D) superficial
E) external

Question 12

Which of the following is an example of a routine business request?

A) requesting your manager to grant you the leave which he had cancelled earlier
B) explaining a travel expense to the accounting department
C) persuading a client to postpone a project so that your company can take the job
D) requesting your team lead to extend the project deadline
E) persuading your team lead to let you work in a flexible schedule

Question 13

Consider the message below:
Our department is short-staffed right now, as a number of employees were selected to participate in the current training program. This has coincided with a flood of paperwork that we must complete by the end of the week to fulfill the new compliance requirements. So without some divine intervention, our team won't be able to make it to this month's regularly scheduled meeting.
This message ________.

A) uses indirect organization
B) gets to the point quickly and lets the audience know why they are reading the message
C) is a claim request
D) places details after the statement of request
E) is organized directly

Question 14

Which of the following statements uses the "you" perspective?

A) Please send me the latest figures so that I can work on next year's sales forecasts.
B) I'd appreciate it if you could meet me so that you can learn about your next assignment.
C) Give me your report when it is finished so that I can present it at the monthly meeting.
D) Would you please get me that information so that I can work on my proposal?
E) You should help me on this project so that I can finish on time.

Question 15

Consider the message below:
Our department is short-staffed right now, as a number of employees were selected to participate in the current training program. This has coincided with a flood of paperwork that we must complete by the end of the week to fulfill the new compliance requirements. So without some divine intervention, our team won't be able to make it to this month's regularly scheduled meeting.
What is the biggest problem with this message?

A) It leads with details instead of the request.
B) It inappropriately uses indirect organization.
C) It fails to include its main idea at the beginning of the message.
D) It lacks clarity regarding the purpose of the message.
E) It is delivering bad news without the proper build-up.

Question 16

Consider the message below:
Our department is short-staffed right now, as a number of employees were selected to participate in the current training program. This has coincided with a flood of paperwork that we must complete by the end of the week to fulfill the new compliance requirements. So without some divine intervention, our team won't be able to make it to this month's regularly scheduled meeting.
Which of the following statements is true regarding the subject line of a message?

A) In an indirect message, subject line should mention only the general purpose of the message.
B) A direct request message does not require a subject line.
C) An indirect message requires that the subject line should explicitly state the request.
D) The wording of the subject line is determined independent of whether the message is direct or indirect.
E) In a direct message you should avoid explicitly stating the request in the subject line.

Question 17

The indirect approach ________.

A) is the better choice for most requests
B) includes a request at the beginning of the message
C) is easier to understand than the direct approach
D) is more time-consuming for your audience to process than the direct approach
E) is impolite and never appropriate for requests

Question 18

When writing a message, you determine audience benefits by ________.

A) analyzing the positive outcomes for you if your readers comply with your request
B) analyzing the positive outcomes for you if your readers do not comply with your request
C) analyzing the positive outcomes for your readers if they comply with your request
D) analyzing the positive outcomes for your readers if they do not comply with your request
E) analyzing which positive outcomes you are most likely to achieve if you do not divulge all the available information to the audience

Question 19

Which of the following statements focuses on the benefits to the writer?

A) Your assistance on this project will mean that you and your team will get a new computer system.
B) Your help in this matter would be much appreciated - you'd be getting me out of a real tough spot!
C) Please submit your forms by Friday so that your new equipment will be ready for you next week.
D) If you can open three new accounts this month you will be eligible for a financial bonus.
E) If you agree to participate in this volunteer program you will receive an additional day off.

Question 20

________ benefits are advantages that your audience directly receives from complying with your request.

A) External
B) Peripheral
C) Superficial
D) Secondary
E) Internal

Question 21

Which of the following must be avoided when responding to multiple questions?

A) Most answers to questions benefit from a direct organization.
B) In case of multiple questions, list answers to questions in order of their importance, not their order in the original message.
C) Build goodwill by opening the message with a positive response.
D) If your response is not controversial, begin with a direct answer.
E) You should end your message with a friendly closing and contact information, if applicable.

Question 22

Your boss calls you on the phone and asks if he can have the report you're working on two days prior to the deadline. You were not expecting this question and you don't have a definitive answer on the spot. Which of the following would be your best reply?

A) Let me get back to you on that.
B) Sure, no problem. I can probably find some way to make it work.
C) How am I supposed to finish my report on such short notice?
D) I'll check my schedule to see if its doable and will call you back within half an hour.
E) I wasn't expecting this, so it's really an impossible question to answer right now.

Question 23

Which of the following statements makes it sound as if you are doing the customer a favor?

A) Although you have selected the wrong item, we are happy to take the trouble to exchange it.
B) Your business is important to us, so we are pleased to offer you rush shipping on this order.
C) Customer satisfaction is our top goal, so we will be happy to grant your request.
D) You are a valued customer, so please accept a 10% discount on your replacement order.
E) We are happy to send you the replacement piece by expedited mail.

Question 24

________ benefits are advantages that someone else - a third party - gains.

A) External
B) Secondary
C) Peripheral
D) Superficial
E) Tangential

Question 25

You work for Say Cheese!, an online digital photo developing service, that also sells specialty photo products. You receive an email from a customer who entered a coupon code when placing her recent order, but didn't receive the 15% discount it promised. In researching the claim, you find that the coupon was for orders with merchandise worth $50 or more. The customer's merchandise was worth only $47. But since she is a customer who has ordered from Say Cheese! before, you decide to grant her claim to receive the 15% discount on her order.
Which of the following statements would be inappropriate to end this message?

A) Thank you for choosing Say Cheese! for your photographic needs.
B) Remember that Say Cheese! made this exception for you the next time you have photo needs.
C) We at Say Cheese! thank you for this order and for your continued business.
D) Thank you for shopping at Say Cheese!, where customer satisfaction is the number one priority.
E) We value your loyalty at Say Cheese! and hope to do business with you again.

Question 26

Which of the following statements is most likely to be true regarding instant messaging?

A) It allows multitasking with multiple medium options.
B) It hampers the efficiency for geographically dispersed workgroups.
C) It is completely secure.
D) It is typically used for sending out confidential information
E) It does not allow for real-time communication of information.

Question 27

You received a request for information that included a list of questions numbered 1 through 10. When you reply, ________.

A) answer the first five questions only, as 10 is too many to address in one message
B) include your answers ordered 1 through 10 as well
C) reorder the questions according to their relative importance
D) label your answers A through J, to downplay the inappropriately large number of questions asked
E) answer only as many questions as you can fit on one page

Question 28

You work for Say Cheese!, an online digital photo developing service, that also sells specialty photo products. You receive an email from a customer who entered a coupon code when placing her recent order, but didn't receive the 15% discount it promised. In researching the claim, you find that the coupon was for orders with merchandise worth $50 or more. The customer's merchandise was worth only $47. But since she is a customer who has ordered from Say Cheese! before, you decide to grant her claim to receive the 15% discount on her order.
You opened your message with the positive response that you are granting the claim. As you continue writing your message, which of the following points must be followed?

A) You must apologize to the customer for the inconvenience Say Cheese! caused in making it necessary for her to file this claim.
B) You should emphasize that the customer is to blame for placing an order below the required minimum value.
C) You need not apologize since Say Cheese! is not responsible for any problem.
D) You should make up an excuse explaining why the coupon code didn't work.
E) Say Cheese! must promise not to make this mistake again.

Question 29

When someone asks you a question in a face-to-face or telephone conversation, ________.

A) you can organize your message exactly as you would when writing a response
B) never begin with a direct answer
C) never admit that you don't have the answer immediately available
D) if your response is likely to disappoint, use the direct organization plan
E) if your response is not controversial, begin with details and lead up to the answer

Question 30

You work for Say Cheese!, an online digital photo developing service, that also sells specialty photo products. You receive an email from a customer who entered a coupon code when placing her recent order, but didn't receive the 15% discount it promised. In researching the claim, you find that the coupon was for orders with merchandise worth $50 or more. The customer's merchandise was worth only $47. But since she is a customer who has ordered from Say Cheese! before, you decide to grant her claim to receive the 15% discount on her order.
Which of the following is the best way to state this in your reply?

A) Although you did not meet the requirement of minimum order of $50, we are going to give you the discount anyway.
B) Your merchandise total was not high enough to be eligible for this promotion, but we will make an exception since you are a good customer.
C) Because you are a valued customer, we are happy to credit you 15% of your merchandise total.
D) Even though you didn't order enough to be eligible for this 15% discount, we will go out of our way to give it to you anyway.
E) Because we want your business we will give you this discount even though your merchandise total was below the minimum required for this offer.

Question 31

"You made mistakes in these documents and you must correct them by the end of the day." The statement above uses "you" in a negative way. Which of the following best revises this statement?

A) I'd appreciate it if you'd fix the mistakes that you made in these documents by the end of the day.
B) Please correct the mistakes in these documents by the end of the day.
C) The mistakes that you made in these documents must be corrected by the end of the day.
D) Revise these documents by the end of the day, and please, no mistakes this time.
E) Please don't make any more mistakes in the documents when you revise them.

Question 32

Which of the following is a faulty guideline for instant messaging (IM) standards?

A) Use a professional-sounding IM username.
B) Focus on business.
C) Assume that your messages are secure.
D) Keep messages simple.
E) Save important messages.

Question 33

Business use of instant messaging (IM) ________.

A) is restricted for informal communication only
B) is expected to decline in coming years
C) allows employees to communicate real-time information
D) is typically recommended for sharing confidential information
E) is not allowed for formal communication

Question 34

Before you can roll out the new database system you have designed, you need employees in departments across the company to volunteer to test it. You are drafting an email that will be sent to all employees to persuade them to help you with this testing.
Which of the following statements would be the best to conclude the message?

A) Thanks so much - you're the best!
B) Get back to me ASAP if you want to participate.
C) Thanks to all for considering helping - interested parties should email me at the address below by Friday.
D) We will be very grateful to those people who will help us out. Let me know if you are interested.
E) Submit the attached form within a week if you are willing to participate.

Question 35

When a company decides to satisfy a customer claim for a refund, exchange, or repair, ________.

A) a well-written response gains nothing for the company
B) the business has an opportunity to create goodwill
C) the company should make it sound as if they're doing the customer a favor
D) it must avoid beginning its message with a positive response
E) the company should always apologize first

Question 36

Which of the following is considered to be a routine message?

A) replying to a client that you will not have their project completed on time
B) requesting an employee to minimize the use of cellphone in office hours
C) instructing employees on filling out a new form
D) announcing that next Saturday will be a working day
E) requesting the team to not apply for any leaves for a month

Question 37

A customer has reported a problem to your company. Which of the following statements is disputable in this case?

A) You should explain the reason behind the problem.
B) You should tell the customer how you will prevent this problem from reoccurring.
C) A good explanation of the problem can win consumer confidence.
D) An explanation that sounds like an excuse will result in a negative reaction.
E) It is necessary to apologize to the customer for the problem.

Question 38

You work for Say Cheese!, an online digital photo developing service, that also sells specialty photo products. You receive an email from a customer who entered a coupon code when placing her recent order, but didn't receive the 15% discount it promised. In researching the claim, you find that the coupon was for orders with merchandise worth $50 or more. The customer's merchandise was worth only $47. But since she is a customer who has ordered from Say Cheese! before, you decide to grant her claim to receive the 15% discount on her order.
Which of the following is a correct guideline while writing a reply to a request for information email?

A) The email should not build goodwill.
B) All the requested information must be provided in attached files and not in the email body.
C) The provided information must be numbered to mirror the original email.
D) The information paragraphs must not directly start with the answers to the questions.
E) The opening statement must include contact information and offer for assistance.

Question 39

Which of the following is NOT a routine message?

A) replying to a colleague that you have the data she requested
B) granting a customer an exchange of a product she ordered
C) confirming that your client meeting is scheduled for 3 PM next Tuesday
D) announcing that no holiday bonuses will be given out this year
E) giving a coworker instructions on how to perform a certain task

Question 40

An expression of gratitude ________.

A) is the only element you should include in the closing of a request
B) is nice but not necessary at the end of short requests
C) should never be just a simple "thanks"
D) must always be an elaborate and effusive declaration
E) is typically included at the end of the request

Question 41

A brief overview at the start of your instructional message ________.

A) will divert readers' focus from the directions that are the point of the message
B) is unnecessary in most cases, and will confuse readers
C) will help your audience understand when and why they need to use the instructions
D) will waste readers' time and distract them from the instructional aspect of the message
E) will give readers all the information they need and allow them to skip to the end of the message

Question 42

________ build goodwill by recognizing someone else's achievements or important events.

A) Thank-you messages
B) Congratulatory messages
C) Condolences
D) "For-your-information" messages
E) Confirmation messages

Question 43

Which of the following is a routine announcement?

A) notifying customers about a change in policy
B) persuading a client to accept a new deadline
C) acknowledging that you have a meeting with your boss
D) notifying a customer that you will grant his claim for a refund
E) expressing concern when a coworker has experienced personal misfortune

Question 44

Thank-you messages ________.

A) do not express appreciation
B) hamper the goodwill of a business
C) are not professional
D) need not always be handwritten
E) should not be conveyed over the phone

Question 45

________ are messages that publicly notify an audience of information they need or want to know.

A) Announcements
B) Confirmations
C) Goodwill messages
D) Condolences
E) Claims

Question 46

In today's digital age, handwritten thank-you notes ________.

A) are inappropriate
B) signal a resistance to new forms of technology and social media
C) convey a more meaningful expression of gratitude
D) mean less to the recipient than a post on Facebook
E) are more common than ever

Question 47

Which of the following is most likely to be used by a company for making announcement to its employees?

A) company website
B) television
C) radio
D) newspaper
E) social networking site

Question 48

You work for Say Cheese!, an online digital photo developing service, that also sells specialty photo products. You receive an email from a customer who entered a coupon code when placing her recent order, but didn't receive the 15% discount it promised. In researching the claim, you find that the coupon was for orders with merchandise worth $50 or more. The customer's merchandise was worth only $47. But since she is a customer who has ordered from Say Cheese! before, you decide to grant her claim to receive the 15% discount on her order.
Which of the following statements is NOT true regarding confirmation messages?

A) A confirmation is unnecessary if you make an oral agreement.
B) A confirmation is a message acknowledging that you have received information.
C) A confirmation is a message checking that you have understood information correctly.
D) A confirmation in writing is a good idea if you made an agreement over the telephone.
E) A confirmation in writing is a good practice for oral agreements.

Question 49

To make it easy for the audience to follow the instructions, ________.

A) jump right into the directions at the start of your message
B) if the sequence or order of steps is important, use bullets instead of numbers
C) include only one action per step of instructions
D) if an instruction is conditional, identify the condition at the end of each step
E) if a step requires explanation, place the explanation before the action

Question 50

Which of the following best expresses the role of goodwill in business?

A) Goodwill is a luxury that communicators can't afford, given the more important priorities they must achieve.
B) Goodwill is merely an etiquette, adding embellishments to messages to make them sound more polite.
C) Goodwill is a nice indulgence that allows you to be gracious to people when you have extra time and energy.
D) Goodwill is key to building and strengthening relationships that are vital to an organization's success.
E) Goodwill is the icing on the cake, that allows people to feel good about the hard work they do.

Question 51

After a job interview you decide to send a handwritten thank-you letter. This ________.

A) should be avoided as it is very time consuming
B) will signal to your interviewer that you are uncomfortable with technology
C) is inappropriate and you should send an email instead
D) should be sent by mail, if time allows
E) is too formal and you should send a text instead

Question 52

Lori had a job interview with a recruiter from an Asian company. When she writes her thank-you letter to the interviewer, she needs ________.

A) to only be polite because a thank-you note is nothing more than just a polite gesture
B) to make her letter less formal than she would if she were writing for an American reader
C) to keep her letter short and to the point, which is appropriate in a low-context culture
D) to make it personalized and quirky, so that she will stand out
E) to make it appropriate for a culture with high power distance

Question 53

Using the blind carbon copy (bcc) feature of email ________.

A) discloses to the recipient that you are sending a copy of the email to someone else
B) enables centralized tracking of information
C) is ethical if you are intending to deceive the "to" recipient about who is receiving the email
D) tends to lengthen the recipient list
E) diverts recipients' attention from the message content with an overly long header

Question 54

The main challenge in writing a good thank-you note is ________.

A) including specific details about the act for which you are expressing gratitude
B) writing legibly so that your reader can understand the content of your message
C) coming up with a message generic enough that it could be used for anyone by just changing names
D) writing it in the form of a bulleted list
E) keeping the details to a minimum so that your message isn't too lengthy

Question 55

Which of the following statements is incorrect?

A) An announcement email will be delivered to just one or two people.
B) An announcement email is usually a one-way, informational communication.
C) An announcement email should be organized so it is easy to skim.
D) An announcement email will go to a broad audience.
E) An announcement email rarely requires a response.

Question 56

A(n) ________ is a message acknowledging that you have received information or checking that you have understood information correctly.

A) announcement
B) confirmation
C) goodwill message
D) condolence
E) claim

Question 57

Which of the following is an example of a routine business message providing instructions?

A) notifying customers of a price increase
B) explaining how to complete a requisition form
C) confirming a project deadline with a client
D) informing a coworker that you have the data she requested
E) requesting assistance on a project from a colleague

Question 58

Which of the following is an example of a confirmation?

A) a note thanking a coworker for her assistance on a project
B) an email telling a colleague about a book you think he'd find interesting
C) a card expressing your condolences for an employee whose family member died
D) a phone call congratulating a coworker on her promotion
E) a letter telling a customer that her claim has been registered by the company

Question 59

Which of the following is an example of confirmation?

A) alerting customers about a sale
B) informing your employees about a promotion within your department
C) notifying the public about job opportunities in your company
D) sharing new terms of service with your customers
E) acknowledging that you have received the files that your client sent

Question 60

While riding down in the elevator with your boss at the end of the day, you mention an idea that gets her interested. She suggests meeting the next afternoon to discuss it further. To confirm this meeting, ________.

A) you should email your boss that night, confirming your appointment for tomorrow
B) you should try to find your boss at the office in the morning to remind her about your meeting
C) you should assume that your boss will put the meeting in her calendar, so no further action on your part is necessary
D) you should wait for your boss to email you confirming the meeting
E) if your boss forgets to call you for the meeting, you should wait for two days and then talk to her again about the meeting

Question 61

Wikipedia is a website which allows several people to work with each other to develop content and knowledge. This is an example of a(n) ________.

A) social bookmarking site
B) blog
C) online message board
D) crowdsourcing site
E) microblog

Question 62

An external benefit is an advantage that your audience directly receives from complying with your request.

Question 63

Two elements are typical at the end of requests: (1) an expression of gratitude or thanks and (2) a specific call for action that makes clear what you need and when you need it.

Question 64

All request messages should always use the direct organizational approach.

Question 65

Sending an email to congratulate a business acquaintance on the birth of her baby ________.

A) is improper unless you have a close personal relationship
B) is tactless and a letter should be mailed instead
C) is inappropriate since it is in reference to an event in her personal life
D) is best done with direct organization
E) is most effective when it begins with supporting details and builds up to congratulating

Question 66

Persuading your boss to implement a new flex-time schedule in your office is an example of a routine business message.

Question 67

Which of the following is incorrect about the for-your-information messages?

A) These messages negatively affect business relationship between an organization and its clients.
B) These messages can be the start of a dialogue that leads to business benefits.
C) These messages give personal satisfaction to the writer.
D) These messages can play a part in networking.
E) These messages communicate something you believe your audience will appreciate.

Question 68

Facebook is a members-only website that allows its users to interact and connect with each other. It is an example of a(n) ________.

A) online message board
B) blog
C) social networking site
D) crowdsourcing site
E) media sharing site

Question 69

When writing routine requests you should not adopt a "you" perspective.

Question 70

Text messages lack nonverbal qualities that are important in most face-to-face communication.

Question 71

In the context of audience benefits, internal benefits are advantages that someone else - a third party - gains.

Question 72

Wherever within a message you place your request, phrase it so that your audience knows exactly what you are asking.

Question 73

Businesses are increasingly using instant messaging for informal communication, but it is still not acceptable for formal communication.

Question 74

Sympathy messages ________.

A) must only be sent to people with whom you have a close relationship
B) should never be sent in printed cards
C) should not be sent until an appropriate amount of time has passed after you hear about the situation
D) are more meaningful when handwritten
E) will not be appreciated by business acquaintances

Question 75

Most claim requests require substantial explanation.

Question 76

When you arrive at work on Monday, you hear that a coworker's father died over the weekend. You are not good friends with this coworker, but you are sorry for his loss. You never know what to say in situations like this, so you decide to go to the stationery store to buy a sympathy card. You should ________.

A) write a few lines of condolences on the card, to express your compassion and understanding
B) never use a premade card in a situation like this, as it is crass and tactless
C) wait at least three days before sending the card, as sending it too soon is inconsiderate
D) type the greeting and closing in the card, as this shows more compassion and concern than writing so by hand
E) not send condolences since you don't have a close personal relationship with this coworker

Question 77

Focusing on audience benefits helps the audience feel more positive about taking the time to send the requested information.

Question 78

A goodwill message allows you to establish and maintain a positive relationship with your audience.

Question 79

Which of the following is most likely to be true of crowdsourcing websites?

A) These sites are used to share videos and photos.
B) These sites are used by organizations to transmit confidential information to their employees.
C) These sites allow people to work collaboratively to develop content and services.
D) These sites rate and discuss products and services.
E) These sites allow employees to connect with their organization.

Question 80

Which of the following is a "for-your-information" message?

A) telling a colleague about a workshop, you think he will be interested in
B) informing a client about a price increase in your services
C) convincing your customer to extend your deadline
D) announcing the launch of a new product on your website
E) sending a tweet about the positive review of your product in a trade magazine