Deck 9: Writing E-Mails, Memos, and Letters

Question 1

Identify the four potential reactions that the receivers of your written messages may have? How can you plan your messages to suit each potential reaction?

Answer 1

The first step in planning a business message is to determine what your reader's reaction will be to your message. Recipients generally react in one of these four ways: pleased, neutral, displeased, or little or no interest. Depending on what you expect your reader's reaction will be, you will use one of three approaches for planning a message: direct, indirect, or persuasive.
a) If your reader will be pleased to get your message, or at least have a neutral reaction, you can get right to the point: the good news or the information. Use the direct approach, in which you state the main point of the message in the opening sentence.
b) When you expect the reader to be displeased, unwilling, or even hostile to your message, use the indirect approach, in which you begin the message with a buffer that presents background information.
c) If your recipient will have little interest in your message, you must sell the recipient on the message you are sending. This type of message calls for the persuasive approach, in which you begin by getting the reader's attention in the opening sentence.

Question 2

How can the six Cs of communication be used to write messages that are tailored to the reader's needs?

Answer 2

By using the six Cs of communication, you can write messages tailored to the reader's needs. Your writing should be:
a) Clear: Use specific information, direct wording, and transitions. Replace specialized terms and jargon with words familiar to readers.
b) Complete: Include all pertinent details so the reader has all the information needed to make a decision.
c) Concise: Get to the point quickly without being abrupt, curt, or rude. Cut irrelevant words, sentences, or paragraphs. You will save your reader time and improve the quality of your letter or memo.
d) Consistent: Use the same treatment for similar items, such as using courtesy titles and abbreviations of states. Also, use formatting techniques such as indenting, numbering, and single- or double-spacing consistently throughout a document.
e) Correct: Verify that the information is accurate, and check the document for correct grammar, usage, spelling, and punctuation.
f) Courteous: Write your message with the reader's viewpoint in mind.

Question 3

Briefly describe the guidelines to ensure your e-mail messages convey a professional image of you and your company.

Answer 3

Limit your e-mail message to one topic with a maximum of about 25 lines of text and send only to those who need the information. Watch the tone of your e-mail: avoid sarcasm which may be easily misinterpreted; use appropriate size font, not too small and not all capitals; avoid emoticons in business e-mails which may be considered unprofessional. Always read and proofread your e-mail before you send it. Misspelled words are a turnoff and do not convey a professional image of you or your company. Do not send confidential information by e-mail as e-mail is not private or confidential. Know and follow your company's policy on e-mail. Violation may be terms for termination. Avoid spamming or sending unsolicited e-mail to others. Check your e-mail at least twice a day and respond to urgent e-mails as soon as you read them. Respond to nonurgent e-mails that require an answer by the end of the day. Let your recipient know if you are attaching a file and let them know what the attachment is. Be wary of viruses and be cautious about opening attachments.

Question 4

What are the advantages of memos?

Question 5

For what purposes can e-mails and memos be used? How does the approach used to write e-mails or memos vary with each purpose?

Question 6

Discuss, with the help of examples, how different salutations are used in business letters.

Question 7

Discuss the different types of business letter formats.

Question 8

In the context of informative messages, what are the guidelines to be followed when writing step-by-step instructions?

Question 9

Why is it important to send a prompt reply to customers' requests? Which is the best way for writers to achieve promptness when faced with a large volume of responses?

Question 10

Describe the guidelines for answering customers' written requests.

Question 11

When you expect the reader to be displeased, unwilling, or even hostile to your message, use the _____ approach.

Question 12

If the recipient of a message will have little interest, sell the recipient on the message. This type of message calls for the _____, in which you begin by getting the reader's attention with a "hook".

Question 13

An effective memo heading contains the MEMO TO, FROM, DATE, and SUBJECT, which are collectively referred to as the _____.

Question 14

_____ are printed forms of memos used to channel messages to specific people within organizations.

Question 15

_____is sending unsolicited e-mail, particularly advertisements, to others. It is the electronic version of junk mail.

Question 16

A(n) _____ refers to either the printed information at the top of business stationery or the actual sheet of paper.

Question 17

When a copy of a letter is to be sent to a person or persons other than the addressee, the writer includes a(n) _____.

Question 18

A(n) _____ is a self-replicating code planted illegally in a computer program for the purpose of damaging or shutting down a system or network.

Question 19

When giving directions to _____ learners, draw a map from the point of departure to the point of destination or, if possible, photocopy a map and use a light-colored highlighter to mark the route.

Question 20

When writing a response that acknowledges a customer's request and tells the potential customer who is taking care of the request, the writer should place a copy of the response in a reminder file or a(n) _____ file.

Question 21

Bill is the customer relationship manager at a travel agency. One of his customers, Sarah, has won a free holiday through the company's lucky draw. Bill is required to give her the good news. Which of the following approaches should Bill use to deliver the good news?

A) The direct approach
B) The indirect approach
C) The persuasive approach
D) The hard-sell approach

Question 22

When using the persuasive approach to write a sales letter for a new product, you should begin by:

A) asking for the desired action on the part of the reader.
B) presenting benefits that generate the reader's interest.
C) getting the reader's attention in the opening sentence.
D) providing information that will generate a desire on the reader's part.

Question 23

The body of a message should ideally end with the:

A) statement of future action.
B) main points of the message.
C) statement of purpose.
D) subject line.

Question 24

Which of the following memo-writing practices will make a memo ineffective?

A) Limiting the memo to a single main topic
B) Creating a long subject line that gives all the details
C) Presenting the key idea in the first paragraph
D) Beginning the body of the memo with a statement of purpose

Question 25

Which of the following practices is unnecessary when writing a memo?

A) Omitting courtesy titles and salutations on the memo
B) Placing the distribution list at the end of the memo
C) Typing the guide words in the memo in all-capital letters
D) Typing or signing full name at the end of the memo

Question 26

Sandra, a human resource manager at a company, is e-mailing all the employees to remind them to submit their bills for reimbursement by the end of the week. Which of the following subject lines will be the most appropriate for such an e-mail?

A) Subject: REQUEST: Submit bills of reimbursable work expenses
B) Subject: FYI: Bills of reimbursable expenses by end of week
C) Subject: FOR YOUR INFORMATION: Submit bills by end of week
D) Subject: Urgent: Required bills by end of week

Question 27

Renee is the head of human resources at a company. She is in charge of sending out an e-mail announcing that the company will be celebrating its eighth year anniversary next week. Which of the following subject lines will be the most appropriate in this scenario?

A) Subject: URGENT: Anniversary
B) Subject: Request: We are celebrating the eighth year anniversary
C) Subject: FYI: Company's eighth year anniversary celebrations next week
D) Subject: Urgent: Happy Anniversary

Question 28

Which of the following practices will NOT be considered unprofessional when writing a formal e-mail?

A) Using emoticons or smileys to personalize the e-mail message
B) Using all-capital letters or all lowercase letters in the e-mail
C) Ending the e-mail with just the first name rather than a complimentary closing
D) Keeping the subject line of the e-mail empty

Question 29

With regard to using memos or e-mails for business communication, writers should use the indirect approach when they are:

A) asking for information.
B) communicating messages that contain bad news.
C) sending reminders about deadlines and important meetings.
D) telling readers about an accompanying message.

Question 30

Sharon, an employee at Coral Triangle Inc., wants to inform the company's senior management that her high revenue-generating project is progressing well and may be completed before the scheduled date. Which of the following practices should she avoid when addressing the senior management through e-mail?

A) She should avoid using a more formal tone.
B) She should avoid using contractions like "you'll" and "here's."
C) She should avoid using the direct approach to inform senior management about the good news.
D) She should avoid using words like "efficient," "progress," and "guarantee" in the e-mail.

Question 31

Which of the following best illustrates the European or military style date line?

A) Dec. 10th 2010
B) December 10, 2010
C) 10 December 2010
D) 2010, Dec. 10th

Question 32

When writing a business letter, which of the following salutations should a writer use to address a customer whose name and gender he or she does not know?

A) The Customer:
B) Dear Customer:
C) Ladies and Gentlemen:
D) Mr./Ms. Customer:

Question 33

Which of the following is NOT a recommended practice when writing a business letter?

A) Using a generic salutation when writing to an individual whose name and gender is not known
B) Typing the name of a country in all-capital letters for an international address
C) Placing a comma after the last word of a complimentary closing if using open punctuation
D) Placing a company's letterhead at the bottom of a plain page

Question 34

Which of the following illustrates the correct way of writing the complimentary closing of a letter using standard punctuation?

A) cordially,
B) Cordially yours
C) CORDIALLY
D) Cordially yours,

Question 35

Which of the following is NOT part of formatting a business letter?

A) The date line.
B) The subject line.
C) The inside address.
D) The guide words.

Question 36

When writing step-by-step instructions, writers should:

A) use complete sentences rather than phrases.
B) present all the "what-ifs" so that the instructions are complete.
C) define unfamiliar terms and explain complicated items.
D) avoid testing their instructions by having someone read them.

Question 37

Which of the following is a disadvantage of using a preprinted reply card?

A) It does not enable the writer to personalize his or her responses.
B) It does not enable the writer to respond promptly to customer requests.
C) It does not enable the writer to be efficient when faced with a large volume of requests.
D) It does not enable the writer to fill in responses quickly.

Question 38

Bill is the customer relationship manager at a bank. A customer has requested for a loan, but the bank has assessed that the customer is not financially sound to repay the loan. Hence, in his reply to the customer's request, Bill should:

A) use negative words to deny the requested loan.
B) blame the customer for his or her inability to repay the requested loan.
C) use the indirect approach.
D) start the message with the bad news.

Question 39

Adrian is the human resource manager at a software company. She has received an e-mail from a recent college graduate applying for the software development job that was advertised on the company's website. However, Adrian feels that the applicant's educational background does not suit the job description. Which of the following statements will be most effective in saying no to the job applicant in a reply?

A) You are not eligible for the job as your educational background does not meet our requirements.
B) Although your qualifications are excellent, we feel that we must continue to search for someone who meets all the unique qualifications for this job.
C) You fail to meet the requirements and standards of an employee at our company; you are not shortlisted for the interview.
D) In view of your poor educational background, we are unable to offer you the software development job.

Question 40

Messages written to recipients who have little interest in receiving them should use a direct approach.

Question 41

A writer's use of underlining or bold and side headings to show natural breaks in a message makes the overall organization of the message too cluttered for the readers.

Question 42

Most business letters are prepared on letterhead stationery and sent to people outside the organization. Memos are written to people inside the organization.

Question 43

To give a memo a more professional appearance, the guide word "SUBJECT" should be abbreviated to "SUB."

Question 44

A memo, unlike a business letter, includes no salutation.

Question 45

It is advisable to mark all e-mail messages "URGENT" as it guarantees that the recipients will respond immediately.

Question 46

If your e-mail message is an announcement or information that requires no response, use the word "REQUEST" in all caps as the first word in the subject line.

Question 47

Compared with telephone calls and meetings, memos are a cost-effective way to transmit messages within an organization.

Question 48

Memos can be used for the purposes of requesting, informing, and reporting, but they cannot be used for the purpose of reminding.

Question 49

When writing to an individual whose name and gender you do not know, use a general salutation, such asLadies and Gentlemen.

Question 50

Personal-business letters generally are not typed on letterhead stationery; instead, plain paper is used.

Question 51

When writing step-by-step instructions, writers should use phrases rather than complete sentences.

Question 52

In business communication, whenever you respond to a request letter, you should look for possible ways to make a sale.

Question 53

When replying to a request letter, one way to make sure that your responses are complete is to underline the specific points in the request letter.

Question 54

In refusing a request, you should, if possible, share with the reader some of the genuine reasons why his or her request is being rejected.