Complete Test Bank Emails, Letters, And Memos Chapter 5 3e

Chapter 5

Emails, Letters, and Memos

Multiple Choice Questions

1. Routine correspondence typically does NOT involve writing to ________.
   1. inform
   2. record
   3. analyze
   4. request
2. In the very top left corner of the first page of a letter, you should place ________.
   1. today’s date
   2. your phone number and email address
   3. your return address
   4. your full mailing address
3. In a letter, the mailing address should NOT include the recipient’s ________.
   1. name
   2. phone number
   3. position or title
   4. postal code
4. In a letter, your return address should include your ________.
   1. name
   2. title
   3. phone number
   4. postal code
5. Which of the following is the correct way to format a date in a letter?
   1. June 24, 2021
   2. 24 June, 2021
   3. 06/08/21
   4. Jun-21
6. In a letter, what should you write when you don’t know the recipient’s name?
   1. To Whom It May Concern
   2. Dear Sir or Madam
   3. Dear Friend
   4. Nothing—leave the salutation blank.
7. The signature block in a letter should include ________.
   1. your name
   2. your name and title
   3. your name, title, and contact info
   4. your name, title, contact info, and date
8. The purpose of the enclosure line in a letter is to ________.
   1. summarize the contents of the document
   2. disclose any conflicts of interest
   3. provide a closing salutation
   4. alert the reader that other documents are contained in the same envelope
9. Letters are generally sent to ________.
   1. a colleague you want to invite to lunch
   2. people within your organization whom you desperately want to impress
   3. people outside your organization where formality is more important
   4. department store complaint departments
10. Compared to letters and memos, emails differ primarily in terms of ________.
    1. tone
    2. font style
    3. paragraph style
    4. addressing information
11. Which of the following is the proper order of items in a memo’s addressing block?
    1. To, From, Date, Subject
    2. From, To, Date, Subject
    3. Subject, Date, From, To
    4. Date, To, From, Subject
12. Which of the following is NOT true about memos?
    1. They are addressed less widely than email.
    2. They are usually presented in hard copy.
    3. They do not contain salutations.
    4. They require your initials next to the “From” line.
13. The emails you write at work are ________.
    1. private property
    2. public property
    3. the property of the government
    4. the property of your organization
14. Professional emails should not ________.
    1. employ slang or use internet abbreviations
    2. consist of sentence fragments
    3. omit articles or auxiliary verbs to save space and time
    4. all of the above
15. After you write an email it is best to ________.
    1. send it right away before you start to overthink things
    2. send it right away so that you don’t waste your and your recipient’s time
    3. reread it to ensure it is clear and accurate, then send it
    4. wait one business day, reread it, then send it
16. When emails are written in a professional setting, slang and emoticons ________.
    1. can be used among close colleagues only
    2. can be used in internal communications only
    3. can be used when the email is not of a serious nature
    4. should never be used
17. If your reader has replied to ask for clarification, it is a sign that ________.
    1. your email has failed
    2. your email has succeeded
    3. your colleagues are too busy to read things thoroughly
    4. your colleagues are less competent than you
18. When you receive an email it is best to ________.
    1. read it and respond to it right away
    2. read it, but not respond to it right away
    3. ignore the email until tomorrow morning
    4. ignore the email and read it at a designated interval some time that day
19. If someone sends you an email message that irritates you, your best course of action is to ________.
    1. forward it to your manager and let them deal with it
    2. ignore it
    3. reply and let them know their message irritated you
    4. reply in a professional and calm manner
20. Copying your entire office in an email is ________.
    1. a good way of keeping colleagues in the loop
    2. a means of facilitating collaboration in the workplace
    3. something you should avoid
    4. essential for ensuring transparency
21. In extremely urgent situations, it is best to ________.
    1. send your email without wasting time on grammar or punctuation
    2. flag your email as urgent
    3. use all caps in the subject line
    4. call the person or walk to their cubicle
22. Which of the following is the most effective subject line for an email?
    1. Request for reimbursement of picnic expenses
    2. Reimbursement of picnic expenses
    3. Request for reimbursement
    4. Picnic expenses
23. The best course of action when you receive spam is to ________.
    1. forward it to your manager
    2. flag it
    3. ignore it
    4. reply and politely tell the sender you are not interested
24. Which of the following is NOT a goal when writing email correspondence?
    1. Avoid making a personal connection.
    2. Avoid overly formal language.
    3. Stick with neutral facts.
    4. Take the reader’s feelings into consideration.
25. A “You-attitude” is one in which the writer ________.
    1. takes the reader’s feelings into consideration
    2. uses an accusatory tone
    3. is overly self-absorbed
    4. is overly self-critical

True or False Questions

1. Emails are always less formal than letters.
2. There is very little difference between the contents of letters, memos, and emails.
3. Absolute rules for email etiquette do not exist.
4. Your employer does not have the right to read your company emails.
5. When you forward or reply to a message, it is best not to delete the email chain.
6. It is okay to send or forward jokes at work, so long as it is just to colleagues.
7. Email recall requests should be avoided.
8. You should always read emails as soon as they arrive in your inbox.
9. Proper tone sometimes requires using more words.
10. Turning off your email alerts is bad practice.
11. A permanent record is formed by all correspondence except emails.
12. Letters and memos share the same address block format.
13. Modern correspondence formatting favours left-margin justification.
14. For convenience, letter writers writing about professional matters can refer to themselves as “the undersigned.”
15. Only lawyers write letters that carry legal ramifications.

Short Answer Questions

• 1. What is “routine correspondence”?
  2. What are the benefits of following a standard letter format?
  3. Describe the basic structure of the standard letter format.
  4. What are the main benefits of using email over letters?
  5. Describe the basic structure of the standard memo format.
  6. Describe the standard document organization as it pertains to personal correspondence.
  7. What is the key difference between correspondence and reports?
  8. Describe the proper tone of email correspondence.
  9. When is the best time to respond to emails?
  10. What is the best way to respond to spam, chain letters, and jokes?

Long Answer Questions

1. With advances in digital technology, email has now become the dominant mode of routine correspondence. What are the pros and cons of email compared to more traditional forms of communication (letters, telephone, fax, face-to-face interaction, etc.)?
2. Compare and contrast the etiquette rules and challenges surrounding email correspondence compared to face-to-face interaction.
3. The revised version of Mai Ling’s email to Harb, under the discussion of professional tone, is longer than the original. Does this contradict what we’ve learned in earlier chapters about the need to write concisely? Explain your reasoning.