M business communication 2nd edition flatley test bank

Chapter 02 - Understanding the Writing Process and the Main Forms of Business Messages

Chapter 02
Understanding the Writing Process and the Main Forms of Business
Messages

True / False Questions

1. Experienced businesspeople seek strong writing skills in particular when considering whom
to promote.
True False

2. There is one recommended writing process that all business writers should use.
True False

3. Writers should always move from planning to drafting to revising, with no backtracking.
True False

4. The three essential stages in preparing any piece of writing are planning, researching, and
revising.
True False

5. Proofreading takes place during the ‘drafting' stage of writing a message.
True False

6. Relatively inexperienced business writers should spend roughly a third of their writing time
on each of the three main stages of writing (planning, drafting, revising).
True False

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Chapter 02 - Understanding the Writing Process and the Main Forms of Business Messages

7. Formatting decisions should not be a part of planning a message. It is best to save all
formatting decisions until the message has been completely written.
True False

8. A message written in direct order requires a more skilful use of organization and word
choice than one written in indirect order.
True False

9. There are three main levels of edit, commonly referred to as revision, editing, and
proofreading.
True False

10. Letters are the oldest form of business messages.
True False

11. Especially, when corresponding with an external party whom you do not know well,
instant messaging is an appropriate form to use.
True False

12. Because letters have been replaced by more modern types of messages, they are regarded
as old fashioned and should be avoided.
True False

13. Memorandums have declined in usage and importance as emailing has become more and
more popular.
True False

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Chapter 02 - Understanding the Writing Process and the Main Forms of Business Messages

14. Because memorandums usually are sent and received by people who work with and know
one another, they tend to use casual or informal language.
True False

15. Following the main heading, such as ‘Memorandum', the memorandum must have only
the following four standard headings: Date, To, From, Subject.
True False

16. One advantage that email has over letters is that email is more confidential.
True False

17. The BCC in the prefatory elements of an email message stands for "backup confidential
copy."
True False

18. The CC in the prefatory elements of an email message stands for courtesy copy.
True False

19. Email is cheap as it permits unlimited use at no more than the cost of an Internet
connection.
True False

20. If someone other than the primary recipient is to receive a courtesy copy, his or her
address should be mentioned in the ‘To' field of the email.
True False

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Chapter 02 - Understanding the Writing Process and the Main Forms of Business Messages

21. When writing to someone or a group you do not know, it is appropriate to identify
yourself early in the message.
True False

22. The salutations in email messages are usually the same as those used in letters.
True False

23. For most short, informative email messages, a recommended order is to present the most
important information first.
True False

24. Because email tends to be informal and chatty, it would be inappropriate to send a
business report by email.
True False

25. Colloquialisms, personal pronouns, and contractions have no place in email writing.
True False

26. The angle bracket (>) is commonly used in email to indicate quoted material.
True False

27. Shortcuts such as ‘b4' and ‘ur' serve to reduce message length and save time, so you
should use them whenever possible in your email.
True False

28. Formal writing tends to avoid contractions and may contain no personal pronouns.
True False

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Chapter 02 - Understanding the Writing Process and the Main Forms of Business Messages

29. While writing an email the writer should ensure that the sentences and the paragraphs are
long.
True False

30. Emails are frequently written in informal tone.
True False

31. Because of the fast pace of email communication, grammatical correctness need not be a
matter of concern.
True False

32. Although not widely used, the complimentary closes of business letters are appropriate in
formal email messages.
True False

33. Flaming refers to the practice of using abusive or offensive language for writing a
message.
True False

34. SMS stands for Special Message Service.
True False

35. An email should be used when the message is long, complicated, or requires negotiation.
True False

36. Businesses use text messaging primarily for data reporting purposes.
True False

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Chapter 02 - Understanding the Writing Process and the Main Forms of Business Messages

37. Generally, use of email is inappropriate if the message contains sensitive issues, relays
feelings, or attempts to resolve conflict.
True False

38. Abbreviations have no place in text messaging.
True False

39. With reference to text messaging, the abbreviation TC generally stands for ‘Take Care.'
True False

40. In the context of text messaging, the emoticon :-! generally indicates yelling.
True False

41. A social networking site Twitter, restricts messages to 140 characters.
True False

Multiple Choice Questions

42. It is usually more difficult to communicate successfully in writing than orally because
A. you do not have to plan oral messages.
B. it does not offer multiple information cues.
C. it is harder to be indirect than direct.
D. writing requires a more difficult vocabulary.
E. written documents cannot be supplemented with visuals.

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Chapter 02 - Understanding the Writing Process and the Main Forms of Business Messages

43. Writing is what researchers call a "______ medium," which means that it does not offer
the multiple information cues, feedback, and intense personal focus that face-to-face or even
phone conversations offer.
A. weak
B. slow
C. lean
D. expandable
E. strong

44. Expertise in which of the following forms of communication is most likely to be required
often as people move up and do more and more knowledge work?
A. Facial expression
B. Gestures
C. Presentation skills
D. Writing skills
E. Oral skills

45. There are essentially three stages in preparing any piece of writing: planning, _____ and

revising.
A. formatting
B. scanning
C. analyzing
D. information collecting
E. drafting

46. Which of the following statements is true regarding the three stages in preparing any piece
of writing?
A. The three essential stages in preparing any piece of writing are planning, analyzing, and
revising.
B. The three stages in writing are recursive.
C. The three stages in writing are strictly chronological.
D. A good rule of thumb for inexperienced writers is to spend roughly a two third of their
writing time in drafting.
E. The three stages in writing are independent of each other.

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Chapter 02 - Understanding the Writing Process and the Main Forms of Business Messages

47. The three essential stages in writing, planning, drafting, and revising, are _____.
A. convoluted
B. independent
C. sequential
D. chronological
E. recursive

48. Samantha has written a message and she is now revising it. Which of the following

activities is most likely to be performed by her?
A. Analyzing the audience
B. Choosing a form
C. Determining goals
D. Proofreading
E. Gathering and collecting data

49. John is an inexperienced writer. A good rule of thumb for him is to spend roughly _____
of his writing time in drafting.
A. one fifth
B. three fifth
C. one third
D. half
E. two third

50. Planning a written message consists of five general activities. Which of the following is
NOT one of those five activities?
A. Determining goals
B. Analyzing the audience
C. Gathering and collecting information
D. Analyzing and organizing information
E. Editing sentences and words

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Chapter 02 - Understanding the Writing Process and the Main Forms of Business Messages

51. Robert is in the planning stage of writing a message. During which of the following stages
of planning he is most likely to go through past sales records and warranties?

A. Determining goals
B. Analyzing the audience
C. Gathering and collecting information
D. Analyzing and organizing information
E. Editing sentences and words

52. Julia is planning to write a message. She has some information that her readers will want
and she is planning to put it first. This plan is called the _____ order.
A. chronological
B. direct
C. critical
D. straight
E. convoluted

53. William wants to communicate certain information to a client but he thinks that the
information runs the risk of evoking a negative response. Which of the following formats
should be used by William?
A. Chronological order
B. Direct order
C. Critical order
D. Indirect order
E. Convoluted order

54. William wants to communicate information to a client but he thinks that the information
runs the risk of evoking a negative response. Which of the following formats should be used
by William?
A. Chronological order
B. Direct order
C. Critical order
D. Indirect order

E. Convoluted order

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Chapter 02 - Understanding the Writing Process and the Main Forms of Business Messages

55. In the analyzing and organizing stage of the writing process, if you predict that your
reader's reception will be positive or neutral, you will organize in _____ order.
A. chronological
B. direct
C. indirect
D. random
E. rational

56. Michel is writing a message. He is trying to find out if each word is the right one for his
goals and if there are better, more concise ways of structuring his sentences. He is most likely
to be in the _____ stage of writing a message.
A. formatting
B. scanning
C. revising
D. information collecting
E. drafting

57. There are three main levels of edit, commonly referred to as ___, editing, and
proofreading.
A. research
B. revision
C. scanning
D. evaluating

E. formatting

58. Anna is revising a document and she is looking at top-level concerns such as whether or
not she has included all necessary information. Anna is most likely performing which of the
following levels of edit?
A. Research
B. Revision
C. Scanning
D. Proofreading
E. Formatting

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Chapter 02 - Understanding the Writing Process and the Main Forms of Business Messages

59. Robert is revising a document and he is looking at particular mechanical and grammatical
elements such as spelling, typography, punctuation, and any particular grammar problems.
Identify the level of edit in the example.
A. Research
B. Revision
C. Scanning
D. Proofreading
E. Formatting

60. Which of the following is the oldest form of business messages?
A. Letters
B. Magazines
C. Text messaging
D. Instant messaging

E. Email

61. Meg is planning to correspond with an external party whom she does not know well.
Ideally, which of the following forms of correspondence should be used by Meg in such
situation?
A. Email
B. Phone call
C. Letter
D. Text message
E. Instant message

62. _____ are typically written messages exchanged by employees in the conduct of their
work.
A. Circulars
B. Notices
C. Articles
D. Instant messages
E. Memorandums

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Chapter 02 - Understanding the Writing Process and the Main Forms of Business Messages

63. Which of the following is not a major advantage that email has over other forms of
communication?
A. It eliminates "telephone tag."
B. It saves time.
C. It is relatively inexpensive.
D. It facilitates fast decisions.

E. It is confidential.

64. Which of the following statements is NOT true regarding e-mails?
A. Email eliminates "phone tag."
B. Email is extremely confidential.
C. Email permits rapid exchanges from all involved in the decisions.
D. Email is cheap.
E. Email doesn't communicate the sender's emotions well.

65. Robin wants to send copies of his email to some people other than the primary recipient in
such a way that the recipient should not know who else is receiving a copy of the message. In
which of the following fields should Robin mention email ids of all recipients other than the
primary recipient?
A. To
B. Attachment
C. Subject
D. Cc
E. Bcc

66. Which of the following fields describes the message?
A. To
B. Attachment
C. Subject
D. Cc
E. Bcc

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Chapter 02 - Understanding the Writing Process and the Main Forms of Business Messages

67. If someone other than the primary recipient is to receive a copy of the message in such a
way that the primary recipient will know who else has received a copy of the message, the
sender should use the _____ field.
A. To
B. Attachment
C. Subject
D. Cc
E. Bcc

68. With reference to email, Cc stands for _____ copy.
A. courtesy
B. complimentary
C. conventional
D. certified
E. confidential

69. Which of the following statements is NOT true regarding the salutations used in the
email?
A. If the writer and reader are acquainted first name only is the rule.
B. Salutation can be changed in subsequent messages if the person indicates that informality
is desired.
C. A friendly generic greeting such as "Greetings" is appropriate for a group of people with
whom you communicate.
D. Use of the recipient's full name is acceptable.
E. Salutation used in emails is same as the salutations commonly used in letters.

70. An email report sent to the client of a research organization should be written in which
writing style?
A. Casual

B. Informal
C. Formal
D. Conversational
E. Flaming

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Chapter 02 - Understanding the Writing Process and the Main Forms of Business Messages

71. When you need to refer to a previous email message, which would NOT be appropriate?
A. Paraphrase the essentials.
B. Tell your mailer to include the entire message.
C. Quote from the original message.
D. Send two emails - one with the original message and one with the new message.
E. Forward the attachment from the original email message.

72. Select the sign that is used to show beginnings and endings of quoted material in email
messages.
A. < >
B. % %
C. ( )
D. # #
E. @ @

73. Which of the following is inappropriate in an email message?
A. Sending the entire original message in your reply
B. Casual language
C. Flaming language
D. A formal complimentary close such as "Sincerely"

E. A shortcut such as "THX"

74. Most carriers limit text messaging to _____ characters.
A. 1,200
B. 320
C. 600
D. 64
E. 160

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Chapter 02 - Understanding the Writing Process and the Main Forms of Business Messages

75. In which of the following situations is it appropriate to use email?
A. The message is long, complicated, or requires negotiation.
B. It is important to speed up the decision making process.
C. The information is confidential or sensitive, requires security, or could be misinterpreted.
D. The message is emotionally charged and really requires tone of voice or conversational
feedback to soften the words or negotiate meaning.
E. The message contains sensitive issues, relays feelings, or attempts to resolve conflict.

76. While typing a text message, Mike used the emoticon :-0 This emoticon indicates ___.
A. a standard smiley
B. frown
C. winking smile
D. yelling
E. foot in mouth

77. Instant messaging is like:

A. having a typed telephone conversation.
B. writing an email message.
C. giving a speech.
D. posting comments to a discussion board.
E. a voice mail.

78. A social networking site Twitter, restricts messages to _____ characters.
A. 60
B. 110
C. 140
D. 175
E. 190

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Chapter 02 - Understanding the Writing Process and the Main Forms of Business Messages

Chapter 02 Understanding the Writing Process and the Main Forms of Business
Messages Answer Key

True / False Questions

1. (p. 21) Experienced businesspeople seek strong writing skills in particular when considering
whom to promote.
TRUE
Experienced businesspeople seek strong writing skills in particular when considering whom to
promote.

AACSB: Communication

Bloom's: Reflective Thinking
Difficulty: Easy
Learning Objective: 02-01 Describe the writing process and effective writing strategies.
Topic: The Process of Writing

2. (p. 22) There is one recommended writing process that all business writers should use.
FALSE
There are several common activities involved in writing, but each person's writing process is
unique. Each person should use strategies that work best for him or her.

AACSB: Communication
Bloom's: Remember
Difficulty: Easy
Learning Objective: 02-01 Describe the writing process and effective writing strategies.
Topic: The Process of Writing

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Chapter 02 - Understanding the Writing Process and the Main Forms of Business Messages

3. (p. 22) Writers should always move from planning to drafting to revising, with no
backtracking.
FALSE
As with problem solving, writing is often a recursive activity. Later activities can lead back to
earlier work to refine it.

AACSB: Communication
Bloom's: Understand
Difficulty: Medium

Learning Objective: 02-01 Describe the writing process and effective writing strategies.
Topic: The Process of Writing

4. (p. 22) The three essential stages in preparing any piece of writing are planning, researching,
and revising.
FALSE
The three essential stages in preparing any piece of writing are planning, drafting, and
revising.

AACSB: Communication
Bloom's: Remember
Difficulty: Easy
Learning Objective: 02-01 Describe the writing process and effective writing strategies.
Topic: The Process of Writing

5. (p. 23) Proofreading takes place during the ‘drafting' stage of writing a message.
FALSE
Proofreading takes place during the ‘revising' stage of writing a message.

AACSB: Communication
Bloom's: Remember
Difficulty: Easy
Learning Objective: 02-01 Describe the writing process and effective writing strategies.
Topic: Planning the Message

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Chapter 02 - Understanding the Writing Process and the Main Forms of Business Messages

6. (p. 23) Relatively inexperienced business writers should spend roughly a third of their writing
time on each of the three main stages of writing (planning, drafting, revising).
TRUE
Until one has reached a level of experience that makes many messages routine, all three
stages deserve roughly equal attention.

AACSB: Communication
Bloom's: Remember
Difficulty: Medium
Learning Objective: 02-01 Describe the writing process and effective writing strategies.
Topic: The Process of Writing

7. (p. 25) Formatting decisions should not be a part of planning a message. It is best to save all
formatting decisions until the message has been completely written.
FALSE
Because formatting decisions have a large impact on readers' reactions, you should also think
about them in the planning stage.

AACSB: Communication
Bloom's: Remember
Difficulty: Hard
Learning Objective: 02-01 Describe the writing process and effective writing strategies.
Topic: The Process of Writing

8. (p. 25) A message written in direct order requires a more skilful use of organization and word
choice than one written in indirect order.
FALSE
A message written in indirect order requires a more skilful use of organization and word
choice than one written in direct order.

AACSB: Communication
Bloom's: Remember
Difficulty: Hard
Learning Objective: 02-01 Describe the writing process and effective writing strategies.
Topic: Planning the Message

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Chapter 02 - Understanding the Writing Process and the Main Forms of Business Messages

9. (p. 27) There are three main levels of edit, commonly referred to as revision, editing, and
proofreading.
TRUE
There are three main levels of edit, commonly referred to as revision, editing, and
proofreading.

AACSB: Analytic
Bloom's: Remember
Difficulty: Easy
Learning Objective: 02-01 Describe the writing process and effective writing strategies.
Topic: Revising

10. (p. 27) Letters are the oldest form of business messages.
TRUE
Letters are the oldest form of business messages.

AACSB: Communication
Bloom's: Remember
Difficulty: Easy

Learning Objective: 02-02 Describe the current usage of the business letter.
Topic: Letter

11. (p. 28) Especially, when corresponding with an external party whom you do not know well,
instant messaging is an appropriate form to use.
FALSE
Especially, when corresponding with an external party whom you do not know well, a letter is
an appropriate form to use.

AACSB: Communication
Bloom's: Remember
Difficulty: Easy
Learning Objective: 02-02 Describe the current usage of the business letter.
Topic: Letter

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Chapter 02 - Understanding the Writing Process and the Main Forms of Business Messages

12. (p. 28) Because letters have been replaced by more modern types of messages, they are
regarded as old fashioned and should be avoided.
FALSE
While many other media have replaced the traditional medium of the letter, it is still an
important form of communication, especially when the audience is external and/or when the
desired level of formality is high.

AACSB: Communication
Bloom's: Remember
Difficulty: Easy

Learning Objective: 02-02 Describe the current usage of the business letter.
Topic: Letter

13. (p. 28) Memorandums have declined in usage and importance as emailing has become more
and more popular.
TRUE
Email has superseded the memo as the most prevalent form of internal communication.

AACSB: Communication
Bloom's: Remember
Difficulty: Easy
Learning Objective: 02-03 Describe the purpose and forms of memorandums.
Topic: Memorandum

14. (p. 29) Because memorandums usually are sent and received by people who work with and
know one another, they tend to use casual or informal language.
TRUE
Memorandums (memos) are a form of letter written inside the business. Since memorandums
usually are sent and received by people who work with and know one another, they tend to
use casual or informal language.

AACSB: Communication
Bloom's: Remember
Difficulty: Medium
Learning Objective: 02-03 Describe the purpose and forms of memorandums.
Topic: Memorandum

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Chapter 02 - Understanding the Writing Process and the Main Forms of Business Messages

15. (p. 28) Following the main heading, such as ‘Memorandum', the memorandum must have
only the following four standard headings: Date, To, From, Subject.
FALSE
Other headings may be used when needed (such as Department, Plant, etc.).

AACSB: Communication
Bloom's: Remember
Difficulty: Easy
Learning Objective: 02-03 Describe the purpose and forms of memorandums.
Topic: Memorandum

16. (p. 30) One advantage that email has over letters is that email is more confidential.
FALSE
Email is not confidential.

AACSB: Communication
Bloom's: Remember
Difficulty: Hard
Learning Objective: 02-04 Understand the appropriate use of email.
Topic: Evaluating Email's Pros and Cons

17. (p. 30) The BCC in the prefatory elements of an email message stands for "backup
confidential copy."
FALSE
The Bcc stands for "blind courtesy copy."

AACSB: Analytic
Bloom's: Remember

Difficulty: Medium
Learning Objective: 02-04 Understand the appropriate use of email.
Topic: Including the Prefatory Elements

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Chapter 02 - Understanding the Writing Process and the Main Forms of Business Messages

18. (p. 30) The CC in the prefatory elements of an email message stands for courtesy copy.
TRUE
The Cc in the prefatory elements of an email message stands for courtesy copy.

AACSB: Analytic
Bloom's: Remember
Difficulty: Medium
Learning Objective: 02-04 Understand the appropriate use of email.
Topic: Including the Prefatory Elements

19. (p. 30) Email is cheap as it permits unlimited use at no more than the cost of an Internet
connection.
TRUE
Email is cheap as it permits unlimited use at no more than the cost of an Internet connection.

AACSB: Communication
Bloom's: Remember
Difficulty: Easy
Learning Objective: 02-04 Understand the appropriate use of email.
Topic: Evaluating Email's Pros and Cons

20. (p. 30) If someone other than the primary recipient is to receive a courtesy copy, his or her
address should be mentioned in the ‘To' field of the email.
FALSE
If someone other than the primary recipient is to receive a courtesy copy, his or her address
should be mentioned in the ‘Cc' field of the email.

AACSB: Communication
Bloom's: Remember
Difficulty: Easy
Learning Objective: 02-04 Understand the appropriate use of email.
Topic: Evaluating Email's Pros and Cons

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Chapter 02 - Understanding the Writing Process and the Main Forms of Business Messages

21. (p. 31) When writing to someone or a group you do not know, it is appropriate to identify
yourself early in the message.
TRUE
When writing to someone or a group you do not know, it is appropriate to identify yourself
early in the message. This identification may include your purpose and your company. Your
title and position also may be helpful.

AACSB: Communication
Bloom's: Remember
Difficulty: Easy
Learning Objective: 02-04 Understand the appropriate use of email.
Topic: Beginning the Message

22. (p. 31) The salutations in email messages are usually the same as those used in letters.
FALSE
The salutations commonly used in letters (Dear Mr., Dear Ms.) are rarely used in email.

AACSB: Communication
Bloom's: Remember
Difficulty: Medium
Learning Objective: 02-04 Understand the appropriate use of email.
Topic: Beginning the Message

23. (p. 31) For most short, informative email messages, a recommended order is to present the
most important information first.
TRUE
For most short, informative messages, a "top-down" order is appropriate. It involves
presenting the most important material first. The remaining information follows in descending
order of importance.

AACSB: Communication
Bloom's: Remember
Difficulty: Easy
Learning Objective: 02-04 Understand the appropriate use of email.
Topic: Organizing the Contents

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Chapter 02 - Understanding the Writing Process and the Main Forms of Business Messages

24. (p. 31) Because email tends to be informal and chatty, it would be inappropriate to send a
business report by email.

FALSE
Email can and does carry such formal messages. Any message can be communicated by email
as long as the reader expects it in this format.

AACSB: Communication
Bloom's: Remember
Difficulty: Medium
Learning Objective: 02-04 Understand the appropriate use of email.
Topic: Organizing the Contents

25. (p. 32) Colloquialisms, personal pronouns, and contractions have no place in email writing.
FALSE
Informal writing may use these forms in a limited way, usually with readers who prefer such
language.

AACSB: Communication
Bloom's: Remember
Difficulty: Easy
Learning Objective: 02-04 Understand the appropriate use of email.
Topic: Writing the Email Message

26. (p. 32) The angle bracket (>) is commonly used in email to indicate quoted material.
TRUE
Symbols (<>), color, and font can be used to indicate whose words are whose.

AACSB: Communication
Bloom's: Remember
Difficulty: Easy
Learning Objective: 02-04 Understand the appropriate use of email.
Topic: Writing the Email Message

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Chapter 02 - Understanding the Writing Process and the Main Forms of Business Messages

27. (p. 32) Shortcuts such as ‘b4' and ‘ur' serve to reduce message length and save time, so you
should use them whenever possible in your email.
FALSE
If these shortcuts are not universally known, they should be used cautiously.

AACSB: Communication
Bloom's: Remember
Difficulty: Easy
Learning Objective: 02-04 Understand the appropriate use of email.
Topic: Writing the Email Message

28. (p. 32) Formal writing tends to avoid contractions and may contain no personal pronouns.
TRUE
Casual language generally uses contractions and personal pronouns and formal writing tends
to avoid contractions and may contain no personal pronouns.

AACSB: Communication
Bloom's: Remember
Difficulty: Easy
Learning Objective: 02-04 Understand the appropriate use of email.
Topic: Writing the Email Message

29. (p. 32) While writing an email the writer should ensure that the sentences and the paragraphs
are long.

FALSE
Clarity is especially important in email writing. Your sentences should be short, and so should
your paragraphs.

AACSB: Communication
Bloom's: Remember
Difficulty: Medium
Learning Objective: 02-04 Understand the appropriate use of email.
Topic: Writing the Email Message

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