Q&A Hero

Q: Many routine requests have several parts. Identify and discuss best practices for explaining and justifying a routine request.

Q: In emailing a vendor for an update on the ship date of your order, what elements should you include in the closing of your request?

Q: What are the recommended guidelines for writing a routine request?

Q: As you explain and justify your request, you should try to point out how complying with the request could benefit the reader.

Q: Because routine messages are so common in business, it is not necessary to pay attention to your tone when writing them.

Q: When making a direct request, state what you want in the first sentence or two and then follow with an explanation.

Q: In most cases, when making routine requests you should assume that the audience will not comply.

Q: Much of the most critical communication between a company and its customers is about A) production issues. B) quality issues. C) unique problems that may arise. D) routine matters. E) personnel issues.

Q: When asking for information and action, explaining why you're making the request A) is unnecessary since the audience is likely to comply. B) is part of an effective strategy for getting what you want. C) suggests that you think the audience is unintelligent. D) causes your request to be wordy and hard to understand. E) generally reduces the likelihood of receiving a positive response.

Q: Including a deadline in the close of a request A) is rude and unprofessional. B) is acceptable for internal audiences, but never external audiences. C) will offend your audience, unless they are your subordinates. D) is effective only when you explain the consequences of failing to meet it. E) helps the audience understand exactly what you want.

Q: When making an unusual or complex request, it is best to A) ask all at once, even if it makes results in one long and complicated question. B) use passive voice to state the request. C) break it down into specific, individual questions. D) use a particularly demanding tone. E) warn the audience that they might struggle to understand it.

Q: When you're writing routine replies and positive messages, use the direct approach because A) it will help skeptical readers understand your argument. B) your readers will be indifferent to the content of your message. C) recipients will generally be interested in what you have to say. D) inquisitive readers will enjoy exploring the rhetorical context of your message. E) presenting your reasoning before your bottom line will grab each reader's attention.

Q: Choosing between the direct and indirect approaches in a routine request depends primarily on A) whether the audience is internal or external. B) whether the audience is large or small. C) how reluctant the audience will be to comply. D) how soon you need the request fulfilled. E) when you send the request.

Q: Writing "thank you in advance" at the close of a routine request A) is courteous and effective. B) will guarantee a positive response. C) is best to avoid, since many people find it presumptuous. D) is most effective when you end the statement with an exclamation point. E) is expected when your audience is unfamiliar.

Q: In a simple request for information or action, ________ will get the job done. A) using a direct approach B) using a dramatic approach C) using an indirect approach D) using a tangential approach E) using a persuasive approach

Q: When you're composing a routine request, ________ will help you state your request effectively. A) being general and noncommittal B) paying attention to tone C) closing the message with your main idea D) using a buffer sentence to delay stating your request E) not assuming the audience will comply

Q: In the direct approach to writing a routine request, state the main idea A) when you're closing the message. B) in the middle of the second paragraph. C) when you open the message. D) at the bottom of the first paragraph. E) only by implication; do not specifically state why you are writing.

Q: A typical routine request contains A) an opening, a close, and an appendix. B) a body, a close, and bullet points. C) an opening, a body, and a close. D) an introduction, reasons for granting the request, and an apology. E) an opening, an introduction, and a body.

Q: When closing a direct request, you should be sure to A) include an apology for taking up the reader's time. B) include a mention of your own qualifications or status. C) include the time limits involved in your request. D) include an indication of the consequences of a failure to reply. E) downplay the significance of what you are asking.

Q: When asking questions in a request message, A) begin with the least important question and work your way up to the most important. B) avoid any open-ended questions. C) begin with the most important question. D) weave your questions into the rest of the content of your message. E) combine all related issues into one question.

Q: In the body of a routine request, you should A) beg the reader to grant your request. B) explain and justify your request. C) give your sales pitch. D) explain what will happen if the audience does not do what you are asking. E) state your main idea.

Q: Which of the following would be the best opening for a routine request? A) Please send me a summary of the eastern region's sales data for April. B) As soon as you get this, send me last month's sales data. C) I know you may not want to, but send me last month's sales data. D) I am very sorry to ask you to do this. E) Hopefully, this will not be too much trouble for you.

Q: When making a routine request, you should A) use the inductive plan. B) assume that the audience is willing to comply. C) demand immediate action. D) explain the consequences of failing to comply. E) assume that the audience will not be willing to comply.

Q: In the closing section of a routine request, ________ would be out of place. A) asking a series of questions B) requesting some specific action C) expressing your goodwill and appreciation D) providing your contact information E) including relevant deadlines

Q: When making a routine request, you should begin with A) an indication of the importance of your request. B) a statement of who you are. C) a clear statement of the main idea or request. D) a question. E) a humorous comment.

Q: Why are appreciation messages important? What should they include?

Q: Explain why goodwill messages are important, and then describe at least two characteristics of effective goodwill messages.

Q: Explain what you should include in an effective recommendation letter.

Q: What should you keep in mind when you're deciding what to include in a message of condolence?

Q: What potential legal problem can result from writing a critical recommendation letter?

Q: Briefly explain how the Internet and social media have changed the nature of the news release.

Q: In responding favorably to a claim even though the customer was at fault, what should you try to accomplish in the body of your message?

Q: Policy statements or procedural changes are generally neutral, so readers will not react emotionally to them.

Q: Social media releases include social networking links, "tweetables," and other sharable content.

Q: In recommendation letters, comparing the candidate's potential to that of his or her peers A) should be avoided, since it opens the door to legal action. B) is unprofessional because it distracts attention from the candidate you are recommending. C) helps the recipient evaluate the candidate more effectively. D) is a good idea, even if you have only a "gut feeling" about how the candidate stacks up. E) almost always reduces the candidate's chances of landing the job.

Q: In today's electronic media environment, handwritten thank-you notes A) are not likely to be read. B) give the impression that the writer is unprofessional. C) are often particularly appreciated by the recipient. D) require too much time to prepare and deliver. E) are viewed as obsolete, except in personal contexts.

Q: ________ are brief personal messages written to comfort someone after the death of a loved one. A) Life-coaching letters B) Remembrance letters C) Condolence letters D) Counseling letters E) Goodwill messages

Q: Messages of ________ recognize the contributions of employees or business associates. A) salutation B) recognizance C) performance D) appreciation E) condolence

Q: Friendly notes with no direct business purpose, such as those conveying congratulations or thanks, are called ________ messages. A) salutary B) recognition C) goodwill D) congratulatory E) simple

Q: Many companies use social media to publish ________, in which they communicate directly with customers and other audiences, rather than going through news media outlets. A) cyber statements B) virtual press publications C) microcosmic news stories D) direct-to-consumer news releases E) goodwill documents

Q: A social media release includes ________ that's suitable for use in blog posts, tweets, and other social media formats. A) share-ready content B) newsroom chatter C) virtual verbiage D) unfiltered data E) general purpose news

Q: A ________ is a specialized document used to share relevant information with the news media. A) treatise B) press release C) developmental brief D) direct-to-consumer release E) tweet

Q: If you are sending an informative memo to employees about policy statements or procedural changes, you should A) assume that employees will have a negative response. B) use the indirect approach. C) use the body of the message to provide all the necessary details. D) make the subject line as ambiguous as possible, so that they will be more likely to read the memo. E) assume that employees will have a positive response.

Q: Condolence messages should A) focus on your own sense of loss. B) avoid referring to the deceased. C) be short, simple, and sincere. D) always be sent via electronic media. E) focus on your relationship with the deceased.

Q: When offering compliments in a goodwill message, you should A) feel free to exaggerate. B) keep them broad and general. C) back them up with specific points. D) temper them with comments on areas for improvement. E) offset them with negative comments about other employees.

Q: If you are sending an informative memo to employees about policy statements or procedural changes, you should A) assume that employees will have a positive response. B) use the indirect approach. C) use the body of the message to provide all the necessary details. D) assume that employees will have a negative response. E) incorporate a congratulatory tone.

Q: Excluding important negative information about a candidate in a recommendation letter A) is expectedotherwise no one would be able to get a good job. B) has led some employers to sue after hiring the candidate and discovering problems. C) is the only way to prevent the candidate from suing you. D) is okay, as long as you explain to the candidate that you are doing it. E) is okayas long as you add a release from liability clause to the letter.

Q: Send a ________ to take note of a significant event in someone's business or personal life. A) message of appreciation B) message of congratulations C) message of acknowledgement D) message of recognizance E) message of interest

Q: If you have serious concerns about the qualifications of a job candidate who has asked you for a written recommendation, you should A) avoid mentioning them in the letter of reference. B) include allegations of misconduct in reference letter. C) elect not to write the recommendation. D) express your concerns via social media. E) tell the candidate you do not feel they are qualified.

Q: If you decide to write a letter of recommendation about a job candidate, your goal should be to A) remain neutral about the candidate's suitability for the job. B) boost the job candidate's sense of self-worth and well-being. C) explain why you're qualified to access the candidate. D) convince readers the candidate has the characteristics necessary for the job. E) include at least one negative comment to show objectivity.

Q: When responding to a request for adjustment when a third party is at fault, the best approach is to A) refuse the claim and suggest that the customer sue the third party. B) refuse the claim but forward the paperwork to the third party. C) avoid placing blame and focus on the solution. D) advise the customer never to do business with that third party again. E) refuse the claim but assure the customer that you will never do business with the third party again.

Q: If you plan to grant a claim made by a customer who is clearly at fault, A) pinpoint the customer's shortcomings to discourage future mistakes. B) discourage future mistakes without insulting the customer. C) scold the customer to discourage future mistakes. D) post the situation on social media to discourage future mistakes. E) tell the customer he or she is lucky you are granting the claim.

Q: If you're responding to a claim and your company is at fault, it is best to A) avoid sympathizing with the customer, since it can lead to lawsuits. B) do all you can to discourage further correspondence. C) take (or assign) personal responsibility for setting matters straight. D) be vague about when the claim may be resolved. E) wait at least two weeks before you respond.

Q: When responding to a customer's complaint about one of your company's services, you should A) soften the situation with excuses such as "Nobody's perfect" or "Mistakes will happen." B) use a generous, grudging tone. C) use a standard form letter, with blanks left for filling in unique information in neat handwriting. D) avoid blaming anyone in your organization by name. E) always find a way to blame the customer for the problem.

Q: When responding to a customer's request for an adjustment, it is usually sensible to assume that A) if you handle the situation well, the customer will be even more loyal than before. B) the customer's account of the situation is exaggerated. C) the customer is hostile. D) the customer is trying to pull a fast one. E) the customer will no longer do business with you, even if you grant the request.

Q: In most companies, news releases are A) written by interns or marketing trainees. B) tools for communicating directly with consumers. C) considered social media releases that can be shared on microblogs. D) prepared or supervised by specially trained writers in the public relations department. E) written differently than a social media release.

Q: When answering requests and a potential sale is involved, one important goal is to A) leave your audience with a good impression of you and your firm. B) provide negative information about any possible competitors. C) use hard sell techniques to pressure the reader into making the purchase. D) answer only those questions that present your product or firm in a positive light. E) encourage an immediate sale by offering an incentive for an immediate purchase.

Q: When you're responding to a complaint from a customer, A) deflect the blame up the supply chain. B) maintain a professional demeanor. C) counter the complaint with logical arguments. D) imply that the customer is at fault. E) promise the issue will not happen again.

Q: Direct-to-consumer news releases are A) specialized documents used to share relevant information with the news media. B) compliance documents written for governmental regulatory agencies. C) financial statements intended for the use of top corporate managers. D) general purpose tools for communicating directly with customers and other audiences. E) Twitter-ready statements.

Q: As a rule, social media releases do not include A) social networking links. B) long narrative paragraphs. C) Twitter-ready statements. D) share-ready content. E) direct-to-consumer news.

Q: When creating podcasts for business, should you script them entirely and read them word-for-word? Briefly explain your answer.

Q: Give at least three examples of how podcasts could replace more traditional message formats in business.

Q: The completing step is where podcasting differs most dramatically from written communication.

Q: Always read from a prepared script when creating podcasts for business.

Q: One of the biggest attractions of podcasting is A) the ease of distribution. B) the low cost. C) improvement in audience engagement. D) the ability to create open-ended conversations. E) the conversations, person-to-person feel of the recording.

Q: A ________ offers regular podcasts on a consistent theme, designed for a public audience. A) cyber scheduler B) social stratagem C) podcasting channel D) programming network E) blog spot

Q: In terms of the three-step writing process, podcasts differ mostly from written messages in the ________ step. A) planning B) writing C) completing D) composing E) production

Q: When organizing content for a podcast, steering devices such as ________ are especially important. A) sound B) consistency C) tone D) transitions E) media richness

Q: One of the greatest drawbacks to using podcasts in business is A) you'll need to purchase costly equipment before you can start. B) the difficulty of finding people with good speaking voices. C) the challenge listeners face when trying to find specific parts of the message. D) the high cost of establishing a distribution network for podcasts. E) the lack of portability.

Q: Compared to blogs, podcasts are A) much easier to edit. B) more difficult to edit. C) equally challenging when it comes to editing. D) used only by high-tech companies. E) far less effective for conveying emotion and tone.

Q: Writing "teasers" on microblogging sites can be effective, as long as the payoffs to which they lead are valuable and legitimate.

Q: Retweeting is the practice of forwarding messages from other Twitter users. It is the microblogging equivalent of A) exchanging emails to discuss a complex situation. B) using content curation to share content from other bloggers. C) protecting your online footprint from behavioral targeting. D) carrying on a real-time conversation via instant messaging. E) conducting a keyword search on a general-purpose search engine.

Q: Twitter users consider ________ to be the most valuable kind of tweets. A) somebody's random musings about a personal issue B) spontaneous messages, such as saying "good morning" C) engaging messages, such as asking followers for advice D) complaints from someone who's stuck in traffic or having a bad day E) conversations between a Twitter account owner and a specific follower

Q: Which of the following would be the most effective headline for a new posting on a business blog? A) You Might Already Know It, But... B) Random Thoughts From My Addled Brain C) Things We Thought You Needed to Know D) Seven Reasons To Switch Your Smartphone Carrier E) Our New Products: A Brief Overview

Q: When you're blogging for business, A) don't worry about proofreading because your audience doesn't expect it. B) apply the three-step writing process as you would for any other business message. C) don't spend a lot of time trying to define your audience: you're writing for everyone. D) it is a waste of time unless you are selling high-tech products or services. E) you can rely on your HTML editor to correct all errors in spelling and grammar.

Q: If a customer uses the comment feature to criticize the content of your business blog, A) you should respond promptly and honestly. B) ignore it unless the critic is incorrect. C) post it, and follow with a blog entry to show your audience that it will not be tolerated. D) you should immediately shut the blog down to avoid potential harm to your reputation. E) remove the specific comment.

Q: When you're creating a blog, include one or more ________ so that your audience can receive headlines and blog-post summaries automatically. A) information portals B) newsfeed options C) data-retrieval links D) email addresses E) uniform resource locators

Q: If you do not have a constant supply of new information to post on a business blog, A) your audience will appreciate not having to process information that changes constantly. B) repost old material so your audience will not lose interest. C) you should create a traditional website instead. D) keep readers interested by adding daily comments on current events. E) you should simply add "Nothing new just yet" each day to let readers know that the blog is still viable.

Q: Many businesses now use blogs to A) keep project teams up to date. B) eliminate the need for email. C) inform employees about confidential information. D) act as a method of communication during a crisis or emergency. E) establish a corporate voice.

Q: When you're applying the three-step writing process to blogging, the planning step will include A) an in-depth blog about the overall goals of the blog. B) targeting the audience that you intend to reach. C) expanding the scope of subjects that you plan to cover. D) a list of potential topics to blog about. E) methods to advertise the blog.