Deck 10: Written and Electronic Communication

Question 1

A characteristic of open punctuation is ___.

A) a colon after the salutation
B) no punctuation after the copy notation
C) a comma after the complimentary closing
D) a period after the enclosure notation
E) a colon after Attention in the attention line

Answer 1

no punctuation after the copy notation

Question 2

The subject line is used to ____.

A) describe the contents of the letter in detail
B) include the names of other people who will receive copies of the letter
C) contain the writer's name and business
D) address the person to whom the letter is being written
E) bring the subject of the letter to the reader's attention

Answer 2

bring the subject of the letter to the reader's attention

Question 3

The letter writer's initials followed by a colon or slash and the typist's initials constitute the ____.

A) identification line
B) subject line
C) signature block
D) notations
E) closing

Answer 3

identification line

Question 4

Which of the following is a correct example of a part of the inside address of a business letter?

A) Ms. Paula Jordan
B) 233 West Newhouse St.
C) 233 W. Newhouse St.
D) Plainview, N.J.
E) Plainview, New Jersey

Question 5

Envelopes that have a transparent window are used for ____.

A) general correspondence
B) invoices and statements
C) large, bulky documents
D) easily damaged materials
E) appointment reminder cards

Question 6

The impression or pattern that can be seen when paper is held up to the light is called a ____.

A) photo-sensitive mark
B) watermark
C) letterhead
D) logo
E) copyright

Question 7

Another name for clasp envelopes is ____.

A) padded envelopes
B) correspondence envelopes
C) tan Kraft envelopes
D) payment-return envelopes
E) postage-paid envelopes

Question 8

The complimentary closing is ____.

A) optional
B) placed one line below the last line of the body
C) positioned at the writer's discretion
D) placed two lines below the last line of the body
E) placed one line below the attention line

Question 9

Envelopes used to send documents or items that may otherwise be damaged in the mail are ____.

A) tan Kraft envelopes
B) padded envelopes
C) clasp envelopes
D) No. 6 envelopes
E) correspondence envelopes

Question 10

The provider's name and address that are printed at the top of formal business stationery is called ____.

A) a signature block
B) the identification line
C) full-block style
D) letterhead
E) a template

Question 11

General guidelines for business letters include ____.

A) one-inch margins on the left and right of 8 1/2-inch-wide paper
B) double-spacing the body of the letter
C) using long sentences of more than 20 words each
D) single-spacing between paragraphs
E) including only one sentence in each paragraph

Question 12

Notations include information such as the number of enclosures that are included with the letter and ____.

A) the typist's initials
B) the names of other people who will receive copies of the letter
C) an acceptable complimentary closing
D) the writer's signature, followed by the address of the business
E) the subject of the letter

Question 13

A characteristic of mixed punctuation is ____.

A) no punctuation after the salutation
B) no colon after the enclosure
C) no period after the enclosure
D) a colon after Attention in the attention line
E) no comma after the complimentary closing

Question 14

How many spaces should be left above the signature block to allow for the signature?

A) One
B) Two
C) Three to four
D) Five
E) Six to seven

Question 15

The body of the letter should ____.

A) be double-spaced
B) begin two lines below the subject line
C) avoid setting a list apart from the rest of the letter
D) be single-spaced between paragraphs
E) contain the writer's initials, a colon, and the typist's initials

Question 16

Letterhead paper is usually either sulfite bond or ____, which is more expensive than other types of paper.

A) composite
B) wool woven
C) cotton fiber bond
D) blended bond
E) bamboo bond

Question 17

The correct way to include a list in the body of a letter is to ____.

A) double-space within items
B) indent one space from the margin for each item
C) leave an extra line between items
D) avoid leaving an extra line of space above and below the list
E) limit the list to two or three items

Question 18

Which of the following is the correct dateline for a business letter?

A) August, 20, 2015
B) Aug. 20, 2015
C) August 20, 2015
D) Aug. 20 2015
E) 8/20/2015

Question 19

The envelope size most commonly used for correspondence is ____.

A) No. 10
B) tan Kraft
C) No. 6
D) No. 7
E) No. 8

Question 20

The appropriate position for the signature block is ____.

A) aligned with the complimentary closing
B) one-half inch to the left of the body
C) one-half inch to the right of the body
D) flush with the identification line
E) one line below the complimentary closing

Question 21

Which of the following is considered a mechanical error?

A) Punctuation
B) Line length
C) Indenting
D) Monetary figures
E) Line spacing

Question 22

First-class mail must weigh ____ or less.

A) 11 ounces
B) 1 pound
C) 10 pounds
D) 20 pounds
E) 70 pounds

Question 23

Which of the following letter styles is most often used in medical office correspondence?

A) Simplified letter style
B) Professional letter style
C) Full-block letter style
D) Modified-block letter style with indented paragraphs
E) Modified-block letter style

Question 24

In which type of letter style are all lines typed flush with the left margin?

A) Simplified letter style
B) Professional letter style
C) Full-block letter style
D) Modified-block letter style with indented paragraphs
E) Modified-block letter style

Question 25

There are three types of errors that can occur when you are preparing a document: formatting, data, and ____.

A) content
B) mechanical
C) language
D) technical
E) factual

Question 26

What types of services does the USPS offer to most foreign countries?

A) Airmail
B) Parcel Post
C) Priority Mail
D) Express Mail
E) Media Mail

Question 27

The content of a letter should ____.

A) discuss several topics at once
B) go back and forth between topics
C) stick to the subject
D) contain the purpose of the letter at the end
E) be placed in a single paragraph

Question 28

Formatting errors include which of the following?

A) Typing monetary figures
B) Spelling and punctuation
C) Indenting, line length, or line spacing
D) Reversing words or characters
E) Word divisions

Question 29

When writing an effective letter, a general tip is to ____.

A) always use the passive voice
B) establish the purpose as the letter is being written
C) include many details to get a message across
D) know the type of person being written to
E) use the active voice to soften the impact of negative news

Question 30

Priority Mail is used for ____.

A) any item that weighs between 11 oz and 70 lbs
B) guaranteed next-day delivery
C) most medical office correspondence
D) mail going to foreign countries
E) mailing books and catalogs

Question 31

A basic rule for using a plural in medical terms is that with terms ending in ____.

A) um, is to add an a
B) us, is to add an i
C) a, is to keep the a and add e
D) is, is to keep the is and add es
E) ue, is to add an i

Question 32

Which of the following USPS services provides either next-day or second-day delivery 365 days a year?

A) Priority Mail
B) First-class mail
C) Express Mail
D) Airmail
E) Registered mail

Question 33

Which of the following letter styles is generally considered too informal for a medical office?

A) Simplified letter style
B) Professional letter style
C) Full-block letter style
D) Modified-block letter style with indented paragraphs
E) Modified-block letter style

Question 34

Proofreading involves checking a document for spelling and format errors, as well as checking the document for ____.

A) grammatical errors
B) conciseness
C) clarity
D) logical flow
E) factual accuracy

Question 35

The block letter style is also called the ____.

A) simplified letter style
B) professional letter style
C) full-block letter style
D) modified-block letter style with indented paragraphs
E) modified-block letter style

Question 36

Effective professional correspondence uses an appropriate style, clear and concise language, and ____.

A) the passive voice
B) open punctuation
C) the simplified letter style
D) technical jargon
E) the active voice

Question 37

In which type of letter do the dateline, complimentary closing, signature block, and notations align and begin at the center of the page or slightly to the right of center?

A) Simplified letter style
B) Professional letter style
C) Full-block letter style
D) Modified-block letter style with indented paragraphs
E) Modified-block letter style

Question 38

Editing involves checking a document for factual accuracy, logical flow, conciseness, and ____.

A) spelling
B) format errors
C) clarity and tone
D) grammar
E) punctuation

Question 39

In general writing, use numerals when the number is ____ or greater.

A) 2
B) 4
C) 5
D) 9
E) 11

Question 40

The former name for Parcel Post was ____.

A) Priority Mail
B) first-class mail
C) third-class mail
D) fourth-class mail
E) Express Mail

Question 41

How should you fold an invoice that will be placed in a window envelope?

A) Use an accordion fold
B) Fold the invoice in half lengthwise
C) Fold the invoice in half crosswise
D) Fold the invoice in half, then fold it in half again
E) Fold the invoice into quarters

Question 42

Which of the following envelopes is most easily read by an OCR system?

A) An envelope that is addressed by hand
B) A computer-printed envelope using the default font
C) An envelope that measures 3 inches by 4 inches
D) A computer-printed envelope using a script font
E) A computer-printed envelope with a double-spaced address

Question 43

Two professional organizations that have established policies relating to e-mail are Health E-mail and ____.

A) the American Medical Association.
B) The Joint Commission.
C) the American Medical Informatics Association.
D) the American Hospital Association.
E) the American Association of Medical Assistants.

Question 44

Interoffice memos are used to ____.

A) facilitate informal written communication within an office
B) create formal written communications
C) write official business communications
D) respond to patient inquiries
E) send patient information to other medical practices

Question 45

Before undertaking e-mail communication with a patient, which of the followingmust you do?

A) Ask the physician for permission to e-mail the patient
B) Ask the patient verbally for permission to send an e-mail message
C) Ask the patient which provider she wants to communicate with
D) Have a written consent for e-mail communication on file
E) Add the patient's e-mail address to her EHR

Question 46

The medical office needs a new copy machine, and Brent has been asked to check into available models and recommend a suitable machine. As part of his research, he is checking with other medical offices in the area to see how happy they are with their machines and with the scheduled maintenance they receive. He does this by sending the following e-mail message to four medical offices: "How do you like your copy machine and service? Please let me know ASAP." What is wrong with this message?

A) It does not sound professional.
B) The grammar is wrong.
C) It gives too much information.
D) It uses texting language.
E) It is not factually accurate.

Question 47

Dr. Long has dictated a letter notifying a patient that she will no longer provide services for the patient and that Dr. Westell has agreed to take over the patient's healthcare. How should you mail this letter?

A) By regular first-class mail
B) By registered mail, return receipt requested
C) By special delivery
D) By Priority Mail
E) By FedEx home delivery service

Question 48

Which of the following is good practice for managing e-mail?

A) Print and then delete e-mails that have to be kept for an indefinite period of time
B) Delete all e-mail responses that contain PHI
C) Open unidentifiable e-mails to see who sent them
D) Keep all messages indefinitely
E) Check your office e-mail regularly and empty any unwanted messages.

Question 49

Address ________ printed from a computerized mailing list can speed the process of addressing envelopes for bulk mailing.

Question 50

If you want an item delivered as soon as it reaches the recipient's post office, use ____.

A) Priority Mail
B) Express Mail
C) special delivery
D) certified mail
E) registered mail

Question 51

Regular mail service includes first-class, Parcel Post, Priority, and ____ mail.

A) certified
B) Express
C) registered
D) return receipt
E) delivery confirmation

Question 52

Which type of mail delivery is used for sending an item that is valuable or irreplaceable because it provides security for the item?

A) Special delivery
B) Certified mail
C) Express Mail
D) Registered mail
E) Priority Mail

Question 53

Which mail delivery service requires the postal carrier to obtain a signature when the item is delivered?

A) Special delivery
B) Certified mail
C) Express Mail
D) Registered mail
E) Priority Mail

Question 54

Letterhead paper that has a(n) ________ is generally a high-quality paper.

Question 55

Jayne and Maria, two medical assistants at a large clinic, generally have lunch together. Today Maria tells Jayne about the hilarious e-mail message she received from her cousin at work this morning. What would be Jayne's best response?

A) "Oh, send it on to me! I love funny stories."
B) "Do you know that the office has the right to monitor your e-mail messages?"
C) "You are going to be in so much trouble when I tell the supervisor you received a personal e-mail."
D) "Where does your cousin work?"
E) "Is your cousin allowed to use his work computer for personal e-mail?"

Question 56

Underlining key points and writing reminders or suggested actions in the margin when reading incoming mail is called ____.

A) recording
B) annotating
C) sorting
D) opening
E) distributing

Question 57

The first step in processing incoming mail is to _____ it.

A) open
B) sort
C) record
D) annotate
E) file

Question 58

United Parcel Service (UPS) delivers ____.

A) letters and packages by ship to foreign countries
B) all mail within the local area the same day
C) only items that weigh 11 ounces or less
D) packages and provides overnight letter express service
E) only to post office boxes and drop-off locations

Question 59

The steps in processing mail involve sorting, recording, annotating, and ____.

A) distributing
B) tracing
C) registering
D) certifying
E) filing

Question 60

Envelopes that have a transparent window are used for ________ and statements.

Question 61

Well-written, neatly prepared ________ is one of the most important means of communicating a professional image for the medical office.

Question 62

The ________ block is aligned with and typed three to four lines below the complimentary closing.

Question 63

A(n) ________ line is used when the correspondence is sent to a particular individual in a company.

Question 64

The two different styles of ________ used in correspondence are open and closed.

Question 65

To obtain proof that an item was delivered, you should send it using the return ________requested service offered by the USPS.

Question 66

Which of the following is not considered a heading component of an interoffice memorandum?

A) Subject
B) Agenda
C) To
D) Date
E) From

Question 67

Business letters should be in the ________ voice unless you are conveying negative news.

Question 68

When processing incoming mail, you should sort it into piles according to ________ and type of mail.

Question 69

It is important to keep a daily ________ that lists mail received, follow-up correspondence needed, and the date it is completed.

Question 70

When using a windowed envelope, you must be sure the ________ appears in the window before sealing the envelope.

Question 71

If a provider has authorized you to sign his name to correspondence, you should place your ________ after the provider's name.

Question 72

Even when correspondence is written using software that has a(n) ________ checker, the program may not detect all errors.

Question 73

E-mail is not considered a(n) ________ method of communication because it can be intercepted by someone who is not the intended recipient.

Question 74

Once the incoming mail has been sorted, recorded, and annotated as necessary, it is ready for ________ to the appropriate people.

Question 75

The ________ letter style is the most commonly used style for correspondence in medical offices.

Question 76

Many healthcare providers receive drug and product samples in the mail. Samples of ________ products such as hand creams may be placed in the patient treatment area for distribution as directed by the physician.

Question 77

The individual responsible for reading incoming mail may also be asked to ________ it by highlighting key points or writing comments in the margins.

Question 78

Interoffice memos are used to facilitate ________ written communication within an office.

Question 79

Errors in spelling, punctuation, spacing, and division of words are ________ errors.

Question 80

The ________ style of punctuation has no punctuation after the salutation and complimentary closing.