STRATEGIES FOR TECHNICAL COMMUNICATION IN THE WORKPLACE 4TH EDITION BY LAURA J GURAG, JOHN M LANNON

TEST BANK

TEST BANK

STRATEGIES FOR TECHNICAL COMMUNICATION IN THE WORKPLACE 4TH EDITION BY LAURA J GURAG, JOHN M LANNON TEST BANK Table of Contents CHAPTER 1. Technical Communication: Global, Collaborative, and Digital

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CHAPTER 2. The Research Process in Technical Communication

5

CHAPTER 3. Providing Audiences with Usable Information

9

CHAPTER 4. Recognizing Ethical Issues in Technical Communication

13

CHAPTER 5. Structuring Information for Your Readers

16

CHAPTER 6. Writing with a Readable Style

20

CHAPTER 7. Using Audience-Centered Visuals

24

CHAPTER 8. Designing User-Friendly Documents

27

CHAPTER 9. Résumés and Other Employment Materials

31

CHAPTER 10. Memos and Letters

35

CHAPTER 11. Definitions

39

CHAPTER 12. Descriptions

43

CHAPTER 13. Instructions and Procedures

47

CHAPTER 14. Summaries

51

CHAPTER 15. Informal Reports

55

CHAPTER 16. Formal Reports

59

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CHAPTER 17. Proposals

63

CHAPTER 18. Email

67

CHAPTER 19. Blogs, Wikis, and Web Pages

71

CHAPTER 20. Social Media

75

CHAPTER 21. Oral Presentations and Video Conferencing

79

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CHAPTER 1. Technical Communication: Global, Collaborative, and Digital True/False Questions 1.

Technical communication helps us interact with technology in our daily lives.

2.

An effective way to manage team conflicts is to listen passively.

3.

Technical documents are typically written by teams.

4.

All documents are at least partly persuasive.

5.

Technical communication does not include digital media such as blogs, apps, and wikis.

6.

A collaborative document should be written in a style that emphasizes the different voices of the individual writers.

7.

The definition of technical communication is any communication that provides complex information for technical experts; it is not intended for broader audiences.

8.

Paying attention to ―face saving‖ is key to working across cultures.

Fill-in-the-blank Questions takes place when

9. The oldest form of virtual collaboration, multiple callers meet by telephone.

10.

involves making a document more precise and readable at the word and sentence level.

11. To outline a work schedule, team member responsibilities, and other components of a project, fill out a .

12. The three purposes of technical documents are to , and

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, .

Multiple-Choice Questions 13. Technical communication seeks to (a) anticipate and answer questions. (b) help people perform a task. (c) persuade people to do something. (d) b and c. (e) All of these answers are correct.

14. Effective technical documents (a) use obfuscation. (b) avoid combining text, visuals, and sound. (c) are easy to navigate. (d) a and c. (e) None of these answers are correct.

15. Which of the following statements is most accurate? (a) Technical communication helps us interact with technology in our daily lives. (b) Technical communication helps advance workplace goals. (c) Technical communication helps specialists solve complex problems. (d) b and c (e) All of these answers are correct.

16. Sources of conflict in collaborative groups include (a) interpersonal differences. (b) cultural differences. (c) gender differences. (d) All of these answers are correct. (e) b and c.

17. Choose which strategy below helps support running successful meetings. (a) Allow the conversation to stray as the group desires. (b) Set an agenda with specific time limits for items of discussion. (c) Don’t waste the group’s time by summarizing minutes from the last meeting. (d) Highlight points of disagreement. (e) Avoid appointing roles; instead, let the roles spontaneously evolve.

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18. Which statement below is most accurate? (a) Blogs are not a useful medium for collaboration. (b) An intranet is an external company Web site. (c) Instant messaging is an easy means of holding real-time team meetings. (d) E-mail is the preferred way to address conflict. (e) None of these answers are correct.

19. When communicating with someone from another culture, (a) use humor on first contact to break the ice. (b) use humor only in email correspondence. (c) use humor only in face-to-face contact. (d) always use humor to facilitate strong interpersonal connections. (e) avoid humor.

20. Which of the following statements about organizing a team project is least accurate? (a) Work without a manager; allow all team members to take charge. (b) Compose a purpose statement. (c) Develop a file-naming system for documents. (d) Decide on a specific meeting schedule. (e) All of these answers are correct.

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ANSWER KEY True/False 1. T 2. F 3. T 4. T 5. F 6. F 7. F 8. T

Fill-in-the-blank 9. teleconferencing 10. editing 11. project planning form 12. inform, instruct, persuade

Multiple-Choice 13. e 14. c 15. e 16. d 17. b 18. c 19. e 20. a

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CHAPTER 2. The Research Process in Technical Communication True/False Questions 1.

Reviews or commentaries about a source are not helpful in determining the credibility of the course. .

2.

Sources known as ―gray literature‖ is available only through libraries.

3.

Google Scholar can be a helpful tool for searching for credible, reliable secondary sources.

4.

Commercial sites should never be used as reliable sources of information since they are inherently biased.

5.

Social media may provide some credible secondary source content.

6.

Questionnaires use closed-ended questions, not open-ended questions.

7.

Loaded questions are effective tactics for in-depth informational interviews.

8.

Hard-copy sources are easier to preserve and keep secure than Web-based sources.

9.

Key words and search phrases should be as general as possible.

Fill-in-the-blank Questions 10. Dissertations and medical pamphlets are examples of 11. Conducting source.

12. A content.

research means getting information directly from the

is a community encyclopedia that allows users to edit the

13. A large, identifiable group of people is called a representatives of that group are called a 14. An assumption.

literature.

population, while .

is a controlled form of observation designed to verify an

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Multiple-Choice Questions 15. Reference works include all of the following except (a) encyclopedias. (b) indexes. (c) abstracts. (d) conference papers. (e) almanacs.

16. Thinking critically about research depends on all of the following except (a) finding a definite answer. (b) looking at the research from many viewpoints. (c) achieving sufficient depth. (d) asking the right questions. (e) evaluating the reliability and completeness of sources.

17. When doing research, do all of the following except (a) combine Google searches with library searches. (b) use your own subjective interpretations. (c) add your own finding to existing findings whenever possible. (d) carefully track each source you are using. (e) consider a balance of views.

18. When conducting informational interviews, you should (a) put words in the respondent’s mouth. (b) avoid providing questions in advance to create a more spontaneous and authentic reaction. (c) use open-ended questions instead of closed-ended questions. (d) always record them. (e) get the most sensitive questions out of the way from the start.

19. When creating a survey, (a) phrase questions precisely. (b) use loaded questions. (c) keep it simple and brief. (d) a and b. (e) a and c.

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20. Web-based sources (a) are always very reliable. (b) can often be found in a hard-copy equivalent. (c) are inefficient to research. (d) are more current than hard-copy sources. (e) All of these answers are correct.

21. Which of these statements about Web-based research is most accurate? (a) The more design elements on a site, the more reliable the information. (b) Since Web sites are always accessible, you do not need to save any of the material you find on them. (c) Web sites with the domains .gov and .edu will most likely not contain reliable information. (d) Social media sites should be discounted as credible sources. (e) Web-based research is usually sufficient to meet your research needs, since it is so massive in its scope.

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ANSWER KEY True/False 1. F 2. F 3. T 4. F 5. T 6. F 7. F 8. T 9. F Fill-in-the-blank 10. gray 11. primary 12. wiki 13. target, sample 14. experiment Multiple-Choice 15. d 16. a 17. b 18. c 19. e 20. d 21. c

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CHAPTER 3. Providing Audiences with Usable Information True/False Questions 1.

Distributing a document as a PDF available online is generally better than distributing it as a print document.

2.

A task analysis only applies when creating instructions or procedures.

3.

Effective technical documents can be created without first performing an audience analysis.

4.

The primary purpose of a document should affect the document’s overall shape and content.

5.

A claim is a statement of the point you are trying to prove.

6.

Most audiences are passive recipients of information.

7.

The general target audience and the specific target audience may have different needs.

8.

Across cultures, readers prefer a direct, plain language approach to communication.

Fill-in-the-blank Questions 9. In addition to content, organization, style, and design, ask usability testers about the , and , considerations of a document.

10. A measure of how well a document meets the audience’s information needs is called its .

11. An is an outline that begins with a document’s purpose statement and then details all of the important usability considerations.

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Multiple-Choice Questions 12. When writing for an online audience (a) you should not explicitly describe the intended audience, as everyone will assume that it is for the general audience. (b) readers are generally more passive recipients of information. (c) you can provide links to information written for people with different levels of expertise. (d) a and c. (e) all of the above.

13. An information plan (a) can be written as long as you know the audience. (b) avoids confusing the reader by leaving out potential problems. (c) is always less than three pages long.. (d) describes the appropriate format for the needs of the audience. (e) c and d.

14. ―General readers‖ (a) do not exist, so do not try writing to them. (b) want high levels of detail to fully understand the message. (c) want explanations to accompany facts. (d) want you to show them how smart you are. (e) prefer to know the theoretical basis of the topic at hand.

15. To connect with your audience, the optimal strategy is the (a) power connection. (b) rational connection. (c) relationship connection. (d) b and c. (e) power connection and the rational connection.

16. Effective strategies for persuasion include all of the following except (a) standing firm when your message is rejected. (b) allowing for give-and-take. (c) asking for what your audience will consider reasonable. (d) recognizing constraints. (e) identifying your specific goal.

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17. No matter their purpose in using a document, readers must be able to (a) locate information easily. (b) understand information immediately. (c) use the information safely and successfully. (d) a, b, and c. (e) a and b.

18. To prepare a usable document, consider the (a) budget. (b) setting. (c) length. (d) a and b. (e) a, b, and c.

19. A claim can be a statement that (a) acknowledges facts to set the stage for persuasive appeal. (b) interprets facts. (c) asks for direct action. (d) a, b, and c. (e) b and c.

20. When proofreading a document, (a) be alert for the problem areas in your own writing. (b) always rely on autocorrect. (c) read through it just one time. (d) never use hard copy. (e) a and d.

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ANSWER KEY True/False 1. F 2. F 3. F 4. T 5. T 6. F 7. T 8. F Fill-in-the-blank 9. ethical, cultural, and legal 10. usability 11. information plan Multiple-Choice 12. c 13. d 14. c 15. d 16. a 17. d 18. e 19. d 20. a

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CHAPTER 4. Recognizing Ethical Issues in Technical Communication True/False Questions 1.

Distorting images may help you create a more persuasive document, but doing so is unethical.

2.

Professions generally have their own guidelines for ethical behavior.

3.

Include sufficient detail in a document to ensure that readers understand the facts.

4.

Decisions may be unethical, but they will rarely cause harm to anyone.

5.

Ethical questions often revolve around topics related to technology.

6.

A document prepared for an international audience should include visuals that are simple and honest.

7.

Web sites that ask customers for personal information need not link to a privacy policy explaining how the information will be used.

8.

Withholding important information is not an ethical violation.

Fill-in-the-blank Questions 9.

pressures can influence ethical values.

10.

occurs when a person claims the work of another as his or her own.

11. A offers guidelines for avoiding ethical abuses within a specific organization or company.

Multiple-Choice Questions 12. Acceptable practices in technical communication include (a) plagiarizing the work of others. (b) exaggerating claims. (c) downplaying information. (d) b and c. (e) None of these answers are correct.

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13. When preparing a technical document, (a) provide possible alternatives if needed. (b) exaggerate information. (c) respect rights to privacy. (d) a and c. (e) a, b, and c.

14. Omitting a confidentiality statement from a medical document asking for a patient’s medical history (a) is not misleading. (b) carries no consequences for any party involved. (c) is unethical. (d) is a clever way to protect the company’s interests. (e) a and b.

15. Which statement below is least accurate? (a) Because the company owns all the documents produced, employees cannot possibly plagiarize each other’s work. (b) Charts and other visuals can be distorted to create a more positive outcome. (c) Downplaying information is equally as unethical as fabricating information. (d) The pressure to produce work quickly can lead to misuse of texts or data. (e) All of these answers are correct.

16. Taking an ethical stance requires you to (a) make a personal decision. (b) consider only the demands of your job. (c) consider the effects of your decision on others. (d) a and c. (e) b and c.

17. Which of the following statements is least accurate? (a) I should make a distinction between what is certain and what is probable. (b) I need not be reasonably sure that a document will not have harmful consequences. (c) I should make sure that my sources of information are credible. (d) I should believe what I say and not have a hidden agenda. (e) I should distribute copies of the document to everyone who has a right to know about it.

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ANSWER KEY True/False 1. T 2. T 3. T 4. F 5. T 6. T 7. F 8. F Fill-in-the-blank 9. workplace or outside (either answer is correct) 10. Plagiarism 11. code of ethics Multiple-Choice 12. e 13. d 14. c 15. a 16. d 17. b

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CHAPTER 5. Structuring Information for Your Readers True/False Questions 1.

The headings of a technical document should always be created first, before the text is written.

2.

Once the writing process has begun, a working outline may be modified as needed.

3.

In technical writing, the topic sentence is usually placed at the end of a paragraph.

4.

Chunking is relevant for print documents but not online documents.

5.

A set of instructions usually follows a problem/solution sequence.

6.

Outlining is an essential step for creating documents.

7.

All technical documents should include overviews.

8.

Overviews are not appropriate for instructions or user manuals.

9.

In a chronological sequence, a description begins at one location and ends at another.

10.

A support paragraph provides transition within a document.

Fill-in-the-blank Questions 11. The four components of technical communication blueprints are , , .

12.

, and

is the process of breaking information into smaller units.

13. For a paragraph to be thought.

, it must have a connected line of

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Multiple-Choice Questions 14. Detailed formal outlines are most useful for (a) all types of documents, no matter the length. (b) very short documents like memos. (c) brief reports. (d) complex documents such as proposals. (e) no type of document.

15. A conclusion is a good place to (a) introduce a new topic. (b) make recommendations. (c) suggest further research. (d) add new data. (e) b and c.

16. A coherent paragraph will have (a) a topic sentence embedded in the middle. (b) an accessible line of reasoning. (c) few transitions. (d) no concluding sentence. (e) All of these answers are correct.

17. Which statement below is most accurate? (a) Information should be ordered in a logical progression. (b) An overview is required in all technical documents. (c) Questions should be avoided as headings. (d) a and b (e) a and c 18. Which statement below is least accurate? (a) A cause-and-effect sequence must always start with an action and progress to the result. (b) A chronological sequence can be used to explain how something should be done. (c) A problem-solution sequence is useful in long reports. (d) A spatial sequence can be used to explain how parts of something fit together. (e) All of these answers are correct.

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19. Headings take the form of (a) words. (b) phrases. (c) brief statements. (d) questions. (e) All of these answers are correct.

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ANSWER KEY True/False 1. T 2. T 3. F 4. F 5. F 6. T 7. F 8. F 9. F 10. F Fill-in-the-blank 11. structure, style, visuals, design 12. Chunking 13. coherent Multiple-Choice 14. d 15. e 16. b 17. a 18. a 19. e

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CHAPTER 6. Writing with a Readable Style True/False Questions 1.

The passive voice should always be avoided.

2.

Writing style is a creative process that should be determined by the writer’s personal preference.

3.

Sentences with parallel structure have a similar grammatical form.

4.

It is best to avoid the use of ―I’ and ―we‖ as they are too familiar in tone.

5.

The APA recommends using the term ―girl‖ or ―boy‖ when referring to 15year olds.

6.

Combining sentences can help deemphasize some ideas and emphasize others.

7.

Avoid the use of the term ―Ms.‖ because it is outdated.

8.

A modifier provides information about other words or groups of words.

9.

Items in a list need not be written in similar grammatical form.

10.

References to individuals and groups should be as specific as possible.

Fill-in-the-blank Questions when it does not clearly refer to

11. A pronoun is considered the noun it replaces.

12. ―End result‖ is an example of a thing is said twice but in different words.

13.

expression, in which the same

is the accepted phrases, terms, and shorthand individuals in a profession use to communicate efficiently with each other.

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Multiple-Choice Questions 14. A sentence using passive voice (a) has a clear agent performing a clear action on a recipient. (b) places the recipient of the action in the subject slot. (c) rarely uses a form of the verb ―be.‖ (d) is usually more concise and direct than one using active voice. (e) b and d.

15. In choosing the appropriate tone, (a) show confidence and directness by using the active voice. (b) always avoid ―you‖ and ―yours.‖ (c) be consistent. (d) avoid overly informal language. (e) a and c.

16. All of the following are elements of style except (a) sentence length. (b) tone. (c) grammar. (d) sentence construction. (e) wording.

17. Which of the following statements about tone is most accurate? (a) When conveying negative news, a negative tone is appropriate. (b) Vary the tone of a document from section to section as needed. (c) Never use ―I‖ or ―we‖ in a technical document. (d) Using ―you‖ and ―your‖ will help a writer connect with readers. (e) Use a very informal tone when writing to subordinates.

18. An example of sexist language is (a) Ms. (b) Dear Sir. (c) chairperson. (d) flight attendant. (e) a and b.

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19. To write fluently, (a) use parallel structure. (b) use the same sentence construction throughout. (c) vary sentence length. (d) a and c. (e) a, b, and c.

20. All of the following are common sources of wordiness except (a) strong verbs. (b) qualifiers. (c) prepositional phrases. (d) ―there is.‖ (e) weak verbs.

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ANSWER KEY True/False 1. F 2. T 3. F 4. F 5. F 6. T 7. F 8. T 9. F 10. F Fill-in-the-blank 11. ambiguous 12. redundant 13. jargon Multiple-Choice 14. b 15. e 16. c 17. d 18. b 19. d 20. a

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CHAPTER 7. Using Audience-Centered Visuals True/False Questions 1.

Nonexpert audiences tend to prefer numerical tables.

2.

Visuals should always stand alone, without any accompanying text.

3.

Tables are appropriate for qualitative information, not quantitative information.

4.

A chart is the same type of visual as a graph.

5.

Photographs are helpful for showing realistic views.

6.

Flowcharts are used to show proportions.

7.

YouTube and similar online video sharing sites are appropriate for company use.

8.

A line graph can display more data points than a bar graph.

9.

Icons resemble the items they represent.

Fill-in-the-blank Questions 10. Whereas illustrations show what something looks like, parts of an object fit together.

11.

show how

charts are circular diagrams that show percentages.

12. To provide additional information for a table, add a at the bottom of the table.

Multiple-Choice Questions 13. For depicting changes over time, the appropriate figure is typically a (a) table. (b) pie chart. (c) photograph. (d) block diagram. (e) bar graph.

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or a

14. Which statements below accurately describes flowcharts? (a) Flowcharts trace the flow of thoughts while constructing a document. (b) Flowcharts only move from left to right. (c) Flowcharts trace processes or procedures. (d) Flowcharts only move from top to bottom. (e) b and c.

15. Which of the statements below is most accurate? (a) Stand-alone visuals are appropriate when they make the point more clearly than text can. (b) Visual elements can appear anywhere in the text, not necessarily near the text they support. (c) The right kind of visual can replace essential discussion in the text. (d) Figures do not need to be referred to in the text. (e) a and c 16. To be readable, tables should (a) include footnotes, as necessary, to clarify information. (b) use ample white space between items. (c) abbreviate numbers of more than three digits. (d) a, b, and c. (e) a and b.

17. When constructing bar graphs, (a) vary widths of the bars for emphasis. (b) avoid tick marks. (c) use numbers or gradations that are evenly divided. (d) use the same colors or shades for multiple bar graphs. (e) do not include a title.

18. Which of the following statements is least accurate? (a) Provide a sense of scale in videos. (b) Use simplified clip art liberally. (c) Label the important parts of illustrations. (d) Use directional markers in diagrams when necessary. (e) In photographs, simulate the viewer’s angle of vision.

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ANSWER KEY True/False 1. F 2. F 3. F 4. F 5. T 6. F 7. T 8. T 9. T Fill-in-the-blank 10. diagrams 11. Pie 12. footnote, caption Multiple-Choice 13. e 14. c 15. a 16. d 17. c 18. b

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CHAPTER 8. Designing User-Friendly Documents True/False Questions 1.

Readers do not appreciate a visual hierarchy in a document.

2.

Well-designed documents address a diversity of readers.

3.

Paragraphs in a document should be about the same length for consistency.

4.

Brochures commonly follow a vertical grid pattern.

5.

Varying the margins throughout a document creates a unified appearance.

6.

Sans-serif fonts are less formal than serif fonts.

7.

The table of contents does not need to match the headings structure of your document exactly.

8.

Justified text is best used for personal documents.

9.

Readers are confused by a page design that forms a visual hierarchy.

10.

Page numbers are essential only for documents with more than six pages.

Fill-in-the-blank Questions 11. The three types of grid patterns for documents are , and

, .

12. Any area of a page that is not filled with visual elements, graphics, or text is called .

13.

text has even right margins.

Multiple-Choice Questions 14. Which of the following is the most accurate statement regarding the use of italics? (a) Italics can help draw attention to key words (b) Liberal use of italics can benefit the readability of a document (c) Italics should generally be avoided. (d) Italics are used to foster familiarity. (e) Italics are the same as decorative fonts.

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15. When making decisions about how to justify text, be sure to (a) vary the justification throughout the document. (b) justify left and right for formal documents (c) justify left and right for memos (d) justify left-only for memos. (e) none of the above.

16. When using headings, avoid (a) headings beyond D-level headings. (b) headings with less than 10 lines of text beneath. (c) all capital letters. (d) a and b. (e) All of these should be avoided.

17. Bulleted lists are appropriate for (a) organizing similar items. (b) enumerating a sequence of steps. (c) drawing attention to headings. (d) a and c. (e) a, b, and c.

18. Which of the following statements is most accurate regarding the design of a document? (a) For variety, switch between serif and sans-serif fonts in document. (b) A 2-inch inside margin is appropriate for a bound document. (c) For consistency, font size in headings and text should be the same. (d) Use as little white space as possible. (e) Orphans and widows add interest to a document’s design.

19. Which of the following sequences is the best approach to designing a usable document? (a) Design the document; determine audience and purpose; adjust as needed. (b) Determine the purpose; design the document. (c) Conduct a task analysis; determine the purpose; design the document. (d) Determine audience and purpose; conduct a task analysis; design the document. (e) All of these answers are correct.

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20. Which of the following statements is least accurate regarding the use of color in a document? (a) Color can be used for headings. (b) Color helps readers navigate a text. (c) Use very bright colors to draw attention to text. (d) Bold or shading can be used instead of color. (e) All of these answers are correct.

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ANSWER KEY True/False 1. F 2. T 3. F 4. T 5. F 6. T 7. F 8. F 9. F 10. F Fill-in-the-blank 11. horizontal, vertical, combined 12. white space 13. Justified Multiple-Choice 14. a 15. b 16. a 17. a 18. b 19. d 20. c

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CHAPTER 9. Résumés and Other Employment Materials True/False Questions 1.

An effective job search strategy is to research each specific position for which you apply.

2.

Handwritten thank you notes are unprofessional.

3.

Online networking sites are poor avenues for researching the job market.

4.

To prepare a print résumé for scanning, use a simple font such as Times New Roman.

5.

In a cover letter, wait until the last paragraph to identify the job position you want.

6.

During an employment interview, it is important to have your own set of questions to ask the potential employer.

7.

Include your street address and home phone number in an e-portfolio.

8.

Always ask for permission to include an individual as a reference.

9.

Be diplomatic in a refusal letter.

10.

Active voice is inappropriate for an application letter.

Fill-in-the-blank Questions 11. A

résumé highlights skills relevant to a particular job.

12. Your contains documents (e.g., transcript, recommendation letters, etc.) that represent your credentials.

13. Applications sent to an employer that has advertised a position are called applications.

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Multiple-Choice Questions 14. When using an e-portfolio to share information applicable to your job search, (a) you might want include a link to the e-portfolio Web address on your résumé. (b) don’t waste the potential employer’s time by bringing print copies of your work to an interview. (c) avoid using the templates provided. (d) include personal photographs to make yourself more relatable. (e) all of the above.

15. Which of the following is the major implied question posed by all employers? (a) Why do you want to work here? (b) What do you have to offer this company or organization? (c) Where would you like to be in ten years? (d) What are your long-term goals? (e) What salary would you accept?

16. Sections of a typical résumé include all of the following except (a) contact information. (b) education. (c) work experience. (d) career objective. (e) personal information such as marital status.

17. When researching the job market, (a) go online and search through as many Web sites as possible. (b) never send out unsolicited application letters. (c) consult reference materials specific to the industry. (d) avoid talking to friends and family members about your search. (e) a and c.

18. Which of the following statements is most accurate? (a) Avoid bold, italics, and colors on a résumé. (b) For hard copy résumés, paper quality does not matter. (c) List as much of your background and work experience as possible. (d) If possible, limit your résumé to one page. (e) Create an all-purpose résumé that you can send to every potential employer.

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19. During an interview, (a) have ready extra résumés, a notepad, and a pen. (b) immediately address the interviewer by first name. (c) make sure that you do most of the talking. (d) criticize previous employers if they treated you badly. (e) avoid being friendly as the employer will not take you seriously.

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ANSWER KEY True/False 1. T 2. F 3. F 4. T 5. F 6. T 7. F 8. T 9. T 10. F Fill-in-the-blank 11. functional 12. dossier 13. solicited Multiple-Choice 14. a 15. b 16. e 17. c 18. d 19. a

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CHAPTER 10. Memos and Letters True/False Questions 1.

Though your signature is required on a workplace letter, it does not indicate that you approve of the letter’s contents.

2.

Avoid using PDF for digital email delivery.

3.

An email ―signature‖ is not legally binding.

4.

Memos are used to remind readers about events, provide information, and make requests.

5.

Letters are preferred for communicating outside an organization.

6.

Many short letters are written directly into the body of an email message.

7.

Appeal to both logic and emotion in a sales letter.

8.

Inquiry letters are always unsolicited.

9.

Idioms and informal language are not appropriate for international letter recipients.

10.

Informational memos are increasingly being sent via email.

Fill-in-the-blank Questions 11. A memo accompanies a package of materials and indicates that information is being sent from one place to another.

12. A letter’s greeting (such as ―Dear Mr. Frazier‖) is called the 13. An customer.

letter is written in response to a claim letter from a

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.

Multiple-Choice Questions 14. Memos (a) are commonly addressed to people outside a company. (b) provide appropriate formality for the workplace. (c) should always take a direct approach. (d) should be sent via paper rather than email. (e) None of these answers are correct.

15. A transmittal memo (a) is always sent separately from other documents. (b) is usually several pages long. (c) provides a signal that information has been sent from one place to another. (d) a and b. (e) a, b, and c.

16. In a claim letter, (a) use a direct approach for a routine claim. (b) never use an indirect approach. (c) avoid expressing goodwill and confidence in the company. (d) avoid asking for specific action for an arguable claim. (e) None of these answers are correct.

17. The ―you‖ perspective in a letter is most appropriate (a) in the salutation. (b) in the first sentence of the letter. (c) in the concluding paragraph. (d) throughout the letter. (e) at no point.

18. Which of the following statements about inquiry letters is least accurate? (a) Address the letter to a specific person. (b) Provide all of your contact information so that you can be reached easily. (c) Do not enclose a self-addressed, stamped envelope as doing so is presumptuous. (d) Say thank you and offer to follow up. (e) All of these answers are correct.

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19. In an adjustment letter, (a) offer an incentive if appropriate. (b) apologize in passive voice. (c) use active voice to explain the customer’s mistake. (d) offer an incentive, if appropriate, and apologize in passive voice. (e) All of these answers are correct.

20. In standard letter format, the (a) enclosure notation appears before the complimentary closing. (b) inside address appears above the date. (c) sender’s address is omitted. (d) sender’s signature appears above the complimentary closing. (e) heading appears above the date.

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ANSWER KEY True/False 1. F 2. F 3. F 4. T 5. T 6. T 7. T 8. F 9. T 10. T Fill-in-the-blank 11. transmittal 12. salutation 13. adjustment Multiple-Choice 14. b 15. c 16. a 17. d 18. c 19. a 20. e

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CHAPTER 11. Definitions True/False Questions 1.

On a Web page, a parenthetical definition can be linked to a main word or phrase.

2.

Definitions should not be longer than one sentence.

3.

Definitions can have societal implications.

4.

In printed documents, definitions should never be placed in the margin of a text.

5.

The history of a procedure should always be left out when creating definitions.

6.

Visuals used with definitions do not need to be labeled.

7.

Use sentence definitions to establish a working definition of a term.

8.

Definitions make a document usable for the audience by explaining what something is or what it entails.

9.

Definitions are rarely field-specific.

10.

Use as many expansion methods as necessary for a definition.

Fill-in-the-blank Questions 11. The three parts of a sentence definition are term, class, and 12. The term for a word’s origin is

.

.

13. The three categories of definition are , and

, .

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Multiple-Choice Questions 14. Which of the following is an appropriate use of a parenthetical definition? (a) placing a familiar synonym in parenthesis immediately before the word. (b) linking to an item in a glossary in an online help system. (c) linking to an item in a glossary in a PDF document. (d) a and b. (e) b and c.

15. When using visuals for defining concepts, you should (a) include a label for the visual. (b) explain the visual. (c) avoid explanations – a clear label is sufficient. (d) place the visual at the end of a document. (e) a and b.

16. A sentence definition should be placed (a) at the beginning of a long document. (b) in an appendix. (c). either at the beginning of a long document or in an appendix, depending upon the purpose. (d) as part of the running text (e) None of these answers are correct.

17. To determine the best expansion approach, ask which of the following questions? (a) What does it look like? (b) What are its parts? (c) How did its name originate? (d) What does it not mean? (e) All of these answers are correct.

18. Sound strategies for definitions include (a) using circular definitions. (b) avoiding visuals. (c) narrowing the class precisely. (d) making distinguishing features broad. (e) a and b.

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19. Which of the following is not a method of expansion? (a) explaining required conditions (b) determining the audience (c) comparing and contrasting (d) analyzing parts (e) identifying the operating principle 20. Which of the following statements is most accurate? (a) Definitions have legal, safety, and societal implications. (b) Definitions have only legal and safety implications. (c) Definitions have neither societal nor safety implications. (d) Definitions have only legal implications. (e) None of these answers are correct.

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ANSWER KEY True/False 1. T 2. T 3. T 4. F 5. F 6. F 7. T 8. T 9. F 10. T Fill-in-the-blank 11. features 12. etymology 13. parenthetical, sentence, and expanded Multiple-Choice 14. e 15. e 16. d 17. e 18. c 19. b 20. a

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CHAPTER 12. Descriptions True/False Questions 1.

Technical descriptions and definitions are never used together.

2.

Objective descriptions filter out personal feelings and focus on observable details.

3.

Descriptions often include definitions first.

4.

Users of any technical description need as much information as possible.

5.

Any item can be described in only one way.

6.

Customers are the primary audience for specifications.

7.

Keep governmental and industry standards in mind as you write specifications.

8.

Descriptions are a type of specification.

9.

The title of a description should be clear and limited.

10.

Consistency is not a key feature of specifications.

Fill-in-the-blank Questions 11. Descriptions based on feelings are considered descriptions based on fact are 12. The two broad categories of descriptions are descriptions.

, whereas . descriptions and

13. The three types of organizational patterns (or sequences) for descriptions are , , and

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.

Multiple-Choice Questions 14. Descriptions answer questions such as (a) What does it look like?. (b) How does it happen? (c) What are its parts? (d) a and c. (e) All of the above.

15. The most precise technical descriptions are (a) creative. (b) vividly subjective. (c) visionary. (d) objective. (e) All of these answers are correct.

16. Specifications help ensure (a) quality. (b) consistency. (c) safety. (d) quality and safety. (e) quality, consistency, and safety.

17. Visuals in descriptions (a) are rarely needed to facilitate understanding. (b) can stand alone without labels or captions. (c) can clarify your prose description for the reader. (d) should be used only for non-technical audiences. (e) should always be placed in appendices and never in the text.

18. When planning a complex description, (a) create an outline. (b) determine the technical level of the audience. (c) decide what not to include. (d) a and b. (e) a, b, and c.

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19. When writing specifications, (a) use consistent terminology. (b) always provide a brief introduction and summary. (c) avoid referring to other specifications. (d) limit the use of lists. (e) a and c.

20. Which of the following statements about sequences is most accurate? (a) To describe how something works, use a spatial sequence. (b) To describe how something is assembled, use a chronological sequence. (c) To describe how something looks, use a spatial sequence. (d) Never use more than one sequence to describe something. (e) Always use more than one sequence to describe something.

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Answer Key True/False 1. F 2. T 3. T 4. F 5. F 6. F 7. T 8. F 9. T 10. F Fill-in-the-blank 11. subjective, objective 12. process, product 13. spatial, functional, chronological Multiple-Choice 14. e 15. d 16. e 17. c 18. e 19. a 20. c

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CHAPTER 13. Instructions and Procedures True/False Questions 1.

Negative phrasing is easier to understand than affirmative phrasing.

2.

Visuals in instructions should repeat, restate, or reinforce the prose.

3.

Procedures are a type of instructions.

4.

A usability study is appropriate for procedures but not instructions.

5.

Increasingly, companies offer smaller print manuals and more detailed user instructions on Web sites.

6.

Action verbs and bulleted lists are useful in instructional brochures.

7.

Introductions for instructions should be lengthy and very detailed.

8.

Medical procedures are written only for medical personnel.

9.

Accessible design is important for both instructions and procedures.

10.

For most software products, online instructions have largely replaced user manuals.

Fill in the Blank Questions 11. Formal procedures designed to give a company an official record of a procedure and how it should be performed are called .

12. Three kinds of notices that you may include in procedures to ensure consumer safety are , , and .

13.

instructions allow readers to click on hyperlinks to access definitions and other types of information.

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Multiple-Choice Questions 14. When choosing the phrasing of each step of the instructions, use (a) direct address. (b) action verbs. (c) transitions to mark sequence. (d) short sentences. (e) All of these answers are correct.

15. Which of the following statements is most accurate? (a) Instructions and procedures should be offered only in print format. (b) PDF is the preferred format for all procedures. (c) Brochures are appropriate for some instructions. (d) CDs are appropriate formats for all types of instructions. (e) User manuals are inappropriate for instructions.

16. Choose the sentence that represents the most effective form of writing for instructions: (a) Plug it in. (b) After that, you should next empty the basket. (c) The user should shred no more than eight pieces of paper at any given time. (d) Set the control switch to ―auto.‖ (e) Keep your hair away from the shredder, and you should also keep your sleeves away.

17. Effective use of visuals in instructions includes (a) combining steps visually. (b) avoiding redundancies between visual and verbal information. (c) arranging steps as a bulleted list. (d) a and b. (e) none of the above.

18. Which of the following statements is least accurate? (a) Medical procedures might include standard operating procedures. (b) Standard operating procedures are never written for a public audience. (c) Safety procedures may detail steps to take in emergency situations. (d) Standard operating procedures are mandatory in some workplace environments. (e) Medical procedures are rarely available to public audiences.

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19. Legal liabilities resulting from faulty instructions include failure to warn against (a) hazards from proper use of a product. (b) possible misuses of a product. (c) possible unclear and misleading instructions. (d) a and b (e) a, b, and c.

20. Well-designed instructions should (a) place visuals and prose steps apart from one another. (b) use a layered approach for lengthy instructions. (c) use white space to make cautions stand out. (d) b and c. (e) a and c.

21. Cautions in instructions are used to (a) prevent mistakes that could result in injury or equipment damage. (b) alert users to potential hazards to life and limb. (c) identify an immediate hazard to life and limb. (d) clarify a point. (e) emphasize vital information.

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Answer Key True/False 1. F 2. T 3. T 4. F 5. T 6. T 7. F 8. F 9. T 10. T Fill in the Blank 11. Standard operating procedures 12. cautions, warnings, danger notices 13. Web-based Multiple-Choice 14. e 15. c 16. d 17. e 18. b 19. d 20. d 21. a

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CHAPTER 14. Summaries True/False Questions 1.

Regardless of the intended audience, summaries should use a technical style.

2.

Social media posts are examples of summaries.

3.

A descriptive abstract includes the writer’s justification for writing the document.

4.

Informative abstracts usually appear at the end of a document.

5.

Rather than review a document’s contents, closing summaries introduce new information and ideas.

6.

Formal reports always include informative abstracts or executive summaries.

7.

Executive summaries are aimed at decision makers as the audience.

8.

The original source of summarized material does not need to be provided with the summary.

9.

Exaggerated headlines are acceptable in social media posts to catch the attention of readers.

10.

Writing summaries is not a straightforward process.

Fill-in-the Blank Questions 11. A document.

12.

helps readers review the major findings presented in a

abstracts state what a document covers, whereas abstracts summarize a document.

Multiple-Choice Questions 13. Effective summaries (a) use the same line of reasoning as the original. (b) let readers know what to expect in the full document. (c) follow the same logical sequence as the original. (d) a and c. (e) a, b, and c.

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14. A descriptive abstract (a) states what the document covers, not the detail about what it contains. (b) provides a capsule version of a formal report. (c) answers the question, ―what was found?‖ (d) is usually 3 to 5 paragraphs long. (e) appears just before the ―recommendations‖ portion of the report.

15. The step-by-step process for writing a summary includes (a) taking notes and composing the summary on the first reading of the document. (b) highlighting key information to extract on the second reading. (c) cutting and pasting information and keeping that original language. (d) a and b. (e) a, b, and c.

16. Which of the following would not be a good strategy for writing a summary? (a) including background details (b) compressing a list of examples (c) omitting technical details (d) including key statistics (e) avoiding repetition 17. Executive summaries are (a) aimed at technical audiences. (b) not persuasive. (c) similar to informative abstracts in some regards. (d) objective and do not suggest actions to take. (e) b and d.

18. Which of the following characteristics is least important in a summary? (a) accuracy (b) jargon (c) conciseness (d) completeness (e) nontechnical style

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19. Effective summaries will (a) help readers decide whether to read the entire document or parts of it. (b) give readers a framework for understanding the document. (c) offer a subjective view of the document’s contents. (d) a and b. (e) a and c.

20. Informative abstracts (a) identify the issue that prompted the document. (b) describe research methods used. (c) offer the main findings. (d) avoid revealing conclusions. (e) a, b, and c.

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Answer Key True/False 1. T 2. T 3. F 4. F 5. F 6. T 7. T 8. F 9. F 10. F Fill-in-the Blank 11. closing summary 12. Descriptive, informative Multiple-Choice 13. e 14. a 15. b 16. a 17. c 18. b 19. d 20. e

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CHAPTER 15. Informal Reports True/False Questions 1.

Most informal reports are sent as attachments to email.

2.

A periodic activity report is a type of trip report.

3.

Progress reports for external clients should be delivered on company letterhead to provide a legal record.

4.

A recommendation report is an informational report.

5.

Peer review reports should avoid suggesting alternative courses of action when providing constructive criticism.

6.

Meeting minutes are usually prepared by one person assigned to be the recorder.

7.

Most informal reports are prepared quickly and include little or no background information.

8.

Feasibility reports provide the background of a problem but do not offer recommendations or possible solutions.

9.

Trip reports help managers monitor employee activities.

10.

Recommendation reports include extensive feasibility analysis.

Fill-in-the-blank Questions 11. The two categories of informal reports are .

12. To give a colleague constructive criticism, write a 13. time period, whereas on a specific project.

and

report.

reports summarize general activities during a specific reports summarize accomplishments

Multiple-Choice Questions 14. Analytical reports (a) provide information. (b) provide conclusions. (c) evaluate and interpret information. (d) a and b. (e) a, b, and c.

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15. Trip reports should include (a) agenda items. (b) a title. (c) a purpose statement. (d) a and b. (e) b, and c.

16. Feasibility reports and recommendation reports are similar in that they both (a) have managers and other decision makers as their primary audience. (b) emphasize expected rather than possible benefits. (c) discuss the problem or situation before the recommendation. (d) a and b. (e) a, b, and c.

17. Types of informational reports include (a) trip reports and peer review reports. (b) progress reports, activity reports, and meeting minutes. (c) feasibility and recommendation reports. (d) peer review reports and progress reports. (e) trip reports, meeting minutes, and recommendation reports.

18. For meeting minutes, do all of the following except (a) list attendees. (b) describe agenda items. (c) include personal commentary. (d) include a title and the meeting date. (e) record all decisions made.

19. Choose the statement that is most accurate. (a) Progress reports are written for internal personnel only. (b) Managers use progress reports to monitor employees and evaluate projects. (c) Using the memo format for a progress report is appropriate for an internal audience. (d) a and b. (e) b and c.

20. When writing recommendation reports, (a) avoid delivering them via an email attachment. (b) discuss the background in detail but keep the recommendation as brief as possible. (c) use an obsequious tone. (d) end with a list of benefits for taking action. (e) make headings broad and general.

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21. Peer review reports (a) are written by one employee about another and submitted to the manager. (b) support criticism by offering specific examples. (c) are never written in memo format. (d) avoid offering suggestions or resources. (e) end by re-emphasizing all the negative points.

22. Choose the statement below that is least accurate. (a) A trip report is a type of periodic activity report. (b) Periodic activity reports are written for internal audiences. (c) Like progress reports, periodic activity reports summarize activities over a specific period. (d) Periodic activity reports help managers monitor workload. (e) Periodic activity reports include essential information but not minor details.

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Answer Key True/False 1. T 2. F 3. T 4. F 5. F 6. T 7. T 8. F 9. T 10. F Fill-in-the-blank 11. informational, analytical 12. peer review 13. Periodic activity, progress Multiple-Choice 14. e 15. e 16. a 17. b 18. c 19. e 20. d 21. b 22. a 58

CHAPTER 16. Formal Reports True/False Questions 1.

Formal reports are typically analytical reports that may lead to recommendations.

2.

A report should contain both a list of References and a list of Works Cited.

3.

A causal analysis should address both the immediate cause and any distant causes.

4.

Conclusions are an optional element of formal reports.

5.

A letter of transmittal is submitted as an appendix to a formal report.

6.

The headings and sub-headings in the table of contents should be shortened versions of the headings and sub-headings in the report.

7.

The title page should make the title the most prominent item.

8.

Embarrassing or bad news may be placed in an appendix to the main report.

9.

Most formal reports are written for decision makers.

10.

Incorporate as many visual elements as possible and place them all at the end of the report.

Fill-in-the-blank Questions 11. The list of references, appendices, glossary, and other supplemental materials are examples of .

12. whereas decision.

analysis rates similar items based on specific criteria, analysis may explain the effects of a problem or

13. Questionnaires and interview questions are examples of items that may be placed in the formal report’s .

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Multiple-Choice Questions 14. A feasibility analysis (a) assesses the practicality of an idea or plan. (b) chooses the best reasons for supporting a decision or action. (c) downplays the opposing viewpoints. (d) a and b. (e) a, b, and c.

15. Appropriate criteria for a comparative analysis include (a) costs. (b) appearance. (c) results. (d) a and b. (e) a, b, and c.

16. A table of contents should include (a) headings that exactly match the report headings. (b) subheadings that summarize the report subheadings. (c) indication of report pages with Roman numerals. (d) letter of transmittal. (e) c and d.

17. Front matter includes the (a) introduction. (b) table of contents. (c) letter of transmittal. (d) b and c. (e) a and b.

18. When incorporating research into your report, you (a) may interpret the data to suit your needs. (b) should include a references list but omit citations in the text. (c) must choose sources that are credible. (d) should include extensive tables of data without discussion. (e) All of these answers are correct.

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19. Which of the following is not an element of effective reports? (a) navigable design (b) personable style (c) audience-centered visuals (d) general purpose statement (e) logical structure 20. Which of the following sections of a formal report may be optional? (a) title page (b) table of contents (c) abstract or executive summary (d) list of tables and figures (e) introduction 21. Which of the following statements is least accurate? (a) Once a purpose statement is written, it may not be revised. (b) Formal reports may have both primary and secondary purposes. (c) If a report has secondary purposes, the purpose statement should include them. (d) a and c. (e) b and c.

22. Features of an effective causal analysis include (a) identifying coincidence as cause. (b) identifying only the immediate cause and omitting distance causes. (c) determining a cause that fits the effect. (d) b and c. (e) a, b, and c.

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Answer Key True/False 1. T 2. F 3. T 4. F 5. F 6. F 7. T 8. F 9. T 10. F Fill-in-the-blank 11. end matter 12. Comparative, causal 13. appendixes Multiple-Choice 14. d 15. e 16. a 17. b 18. c 19. d 20. d 21. a 22. c 62

CHAPTER 17. Proposals True/False Questions 1.

In some situations, using email for an informal proposal may be appropriate.

2.

Including both indirectly and directly relevant information is important to ensuring a complete proposal..

3.

Informal proposals have the same format as formal reports.

4.

An indirect approach is preferable to a direct approach when writing proposals.

5.

Your proposal should address any objections to your plan that the audience might have.

6.

When the proposal has limitations, you should say so.

7.

Acknowledging contributors to your proposal is not necessary.

8.

Proposals have one purpose: to convince your audience to agree to your plan.

9.

Informative abstracts are appropriate for reports but not proposals.

10.

Formal proposals should be presented only in email or memo format.

Fill-in-the-blank Questions 11.

12.

includes the table of contents and title page while includes appendices and the references list. proposals are written in response to a request from a manager or customer, whereas without having been requested.

13. The three categories of proposals are

,

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, and

.

Multiple-Choice Questions 14. A proposal to the city council for a contract to design and develop a new downtown community entertainment complex would be classified as (a) a solicited, internal research proposal. (b) an unsolicited, external planning proposal. (c) a solicited, internal planning proposal. (d) a solicited sales proposal. (e) None of these answers are correct.

15. Proposals differ from reports in that proposals (a) involve research. (b) have the main purpose of getting the audience to say ―yes, let’s move ahead‖ (c) maps out the steps for getting something done. (d) a and b. (e) b and c.

16. Besides requesting a call to action, a proposal must (a) put the most positive spin on the situation. (b) be honest, including potential downfalls of the proposal. (c) creative. (d) realistic. (e) a and d.

17. When writing the proposal, (a) adopt a confident tone. (b) choose the most simplistic language possible. (c) use active verbs. (d) a, b, and c. (e) a and c.

18. Planning proposals (a) offer solutions to problems or suggestions for improvement. (b) present a plan to conduct a research project. (c) detail services or products. (d) a, b, and c. (e) a and b.

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19. Which of the following is not a typical component of a formal proposal? (a) background information (b) RFP (c) problem statement (d) a specific title (e) budget 20. Avoid all of the following in a proposal except (a) an inducement for readers to act. (b) excessive detail. (c) passive language. (d) exaggerated claims. (e) a broad title.

21. Which of the following components may be included in a formal proposal? (a) table of contents (b) references list (c) a letter of transmittal (d) a and b (e) a, b, and c 22. Identify possible limitations to your proposed solution (a) under no circumstances. (b) in all situations. (c) only when doing so will not hurt your chances for funding. (d) only when you are sure competing proposals have more dire limitations. (e) c and d.

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Answer Key True/False 1. T 2. F 3. F 4. F 5. T 6. T 7. F 8. T 9. F 10. F Fill-in-the-blank 11. Front matter, back matter 12. Solicited, unsolicited 13. Planning, research, and sales Multiple-Choice 14. d 15. e 16. d 17. e 18. a 19. b 20. a 21. e 22. b

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CHAPTER 18. Email True/False Questions 1.

Email is useful for communicating with people in different time zones.

2.

Numbered lists are inappropriate in email.

3.

Regardless of length, an effective email should include an introduction, body, and conclusion.

4.

Some issues are best addressed in a telephone conversation rather than through email.

5.

You should respond to workplace emails in a timely manner.

6.

Emoticons are useful to convey tone in emails to clients.

7.

Always assume that any email message you send will be read by unintended audiences.

8.

You may edit forwarded emails without the sender’s permission.

Fill-in-the-blank Questions 9.

is the system of legal protection for original works of authorship.

10. Sending angry, sarcastic, insulting emails is called

.

11. A block is where the name, address, organization, and contact information is included in an email.

Multiple-Choice Questions 12. When creating workplace emails (a) avoid the trap of ―netiquette‖. (b) avoid using email to address interpersonal issues. (c) keep in mind that email is fleeting and will disappear. (d) use a vague subject line to draw the recipient into the email. (e) None of these answers are correct.

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13. Before preparing a workplace email, consider (a) which salutation to use. (b) whether a more personal form of communication is needed. (c) whether files should be attached or sent in hard copy. (d) a, b, and c. (e) b and c.

14. Which of these is the least accurate description of copyright protections? (a) An employer generally owns the copyright to the works of a full-time employee. (b) Copyright protection applies to emails. (c) A picture marked as ―in the public domain‖ requires copyright permission. (d) If a piece is marked as ―copyright free‖ you do not need to seek permission to use the item. (e) a and d.

15. In which of the following scenarios would email be an appropriate way to communicate? (a) resigning from your job (b) sending a colleague a project update (c) resolving disagreements with team members (d) forwarding legal documents (e) All of these answers are correct.

16. Advantages of using email include (a) the ability to work across different time zones. (b) an electronic trail to track conversations over time. (c) the ability to be ready on different types of devices. (d) a and c. (e) a, b, and c..

17. Components of a well-written email message include a (a) clear subject line. (b) brief introduction. (c) signature block. (d) a and c. (e) a, b, and c.

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18. Which of the following statements is most accurate? (a) Bullets are not appropriate in emails. (b) Use an informal tone when emailing clients. (c) Email is not an appropriate medium for communicating with customers. (d) Adopt a more formal tone when emailing a client. (e) With email, you have total control of the audience.

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Answer Key True/False 1. T 2. F 3. T 4. T 5. T 6. F 7. T 8. F Fill-in-the-blank 9. Copyright 10. flaming 11. signature Multiple-Choice 12. b 13. d 14. c 15. b 16. e 17. e 18. d

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CHAPTER 19. Blogs, Wikis, and Web Pages True/False Questions 1.

External corporate blogs are useful for collaborating with colleagues.

2.

Revision histories in wikis provide documentation of the page’s original wording along with each subsequent edit.

3.

Internal wikis do not allow employees to update information.

4.

Corporate Web sites are rarely interactive.

5.

The lack of a central editor creates the potential for inaccurate information in external wikis.

6.

External corporate blogs often mirror the content of organizational Facebook pages.

7.

Internal wikis allow customers to update information for a company’s employees.

8.

Use an academic tone when writing for an external corporate blog.

9.

The terms Web site and Web page are interchangeable — they mean the same thing.

10.

Readers of Web pages expect long blocks of information.

Fill-in-the-blank Questions 11. A page.

(or site map) is a handwritten sketch used to design a Web

12. On a Web page, use , rather than underlining or bold to emphasize text.

13. Web sites usually display information in a allows readers to skip from link to link.

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, or format, which

Multiple-Choice Questions 14. Internal corporate blogs (a) are inappropriate venues for delivering employee training. (b) never take the place of email. (c) support employee knowledge sharing. (d) stifle workflow. (e) None of these answers are correct.

15. Choose the statement below that is least accurate. (a) For an external blog, focus on the customer’s priorities and needs. (b) When writing for blogs and wikis, repeat the same information several times to make the point clear. (c) Check blog and wiki entries for credibility by checking when the content was last updated. (d) Avoid wordiness in blogs and wikis. (e) Internal blog and wiki audiences do not require as much background as external audiences do.

16. The information on a Web site (a) should never be organized with hyperlinks — all content should be on one page. (b) should always follow a chronological sequence. (c) will always be read in a linear fashion. (d) must be presented so that each chunk of information can stand alone. (e) All of these answers are correct.

17. When designing Web pages, (a) use plenty of white space. (b) vary the base font style and size throughout the site. (c) use underlining and bold for emphasizing particular words. (d) use horizontal or vertical grid patters, but not both. (e) a and d.

18. Ways in which Web sites can be unethical include (a) gathering information about visitors without providing a clear privacy statement. (b) using slick design strategies to make a quasi-scientific organization appear credible. (c) creating a professional appearance by including links to more credible Web sites. (d) b and c. (e) a, b, and c.

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19. External blogs (a) are most effective when they adopt a formal tone. (b) should not be interactive. (c) often include a sign-in feature to allow visitors to receive updates. (d) are rarely used to address customer concerns. (e) a and b.

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Answer Key True/False 1. F 2. T 3. F 4. F 5. T 6. T 7. F 8. F 9. F 10. F Fill-in-the-blank 11. storyboard 12. color, shading, italic 13. hypertext Multiple-Choice 14. c 15. b 16. d 17. a 18. e 19. c

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CHAPTER 20. Social Media True/False Questions 1.

YouTube is not an appropriate social media platform for workplace communication.

2.

Twitter is never used to announce job openings.

3.

A company has no legal right to pursue action against an employee who reveals proprietary information on a personal social networking site.

4.

Companies can use YouTube to post instructions or demonstrations.

5.

Stealth marketing occurs when bloggers accept cash or free merchandise in return for a favorable review of a product or service.

6.

A career site like LinkedIn is useful only for posting your credentials; it does not allow you to network.

7.

Social media sites are not typically viewed by people across cultures.

8.

A company’s social media manager determines the most effective uses of social media to reach customers.

9.

Companies should avoid responding to unfavorable reviews on customer review sites.

10.

One misstep on social media can lead to a public relations disaster for a company.

Fill-in-the-blank Questions 11. is a social media tool that allows organizations to maintain their feeds by posting updates within specific limits on the number of characters allowed.

12. To provide clear, accessible social media guidelines that ensure professionalism and consistency, companies should have a .

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Multiple-Choice Questions 13. Social media management involves (a) writing content. (b) posting content. (c) monitoring responses. (d) a, and b. (e) a, b, and c.

14. ―Stealth marketing‖ occurs when (a) a company places subliminal advertising in a web site. (b) people provide objective reviews of a product on a social media site with a negative tone. (c) people provide positive reviews of a product without divulging that they were given the product for free for a flattering portrayal. (d) people provide negative objective negative reviews of a product on a social media site. (e) a company uses powerfully persuasive language to convince customers to buy a product.

15. When posting to a social network that might be viewed by potential employers, (a) include as much personal information as possible. (b) write in a breezy and informal style. (c) use discretion. (d) exaggerate and embellish your qualifications. (e) All of these answers are correct.

16. Which of the following statements is least accurate? (a) All social media sites are used for the same purposes. (b) External audience members can be important contributors to social media sites. (c) Social media may be used to share updated information with customers. (d) Job postings can be found on some social media sites. (e) Many organizations use social media to highlight a particular product or service.

17. Social media managers should have (a) strong writing skills. (b) an ability to determine complex audience needs in an online environment. (c) digital technology capabilities. (d) a and b. (e) a, b, and c.

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18. When shaping a message on workplace social media, (a) write for the broadest possible audience. (b) narrow it to a targeted audience. (c) direct it to the most technical audience. (d) write it without any particular audience in mind. (e) focus on how clever you can be.

19. As you prepare to look for a job, remember that potential employers may be able to access your previous postings on (a) Instagram. (b) Facebook. (c) Twitter. (d) None of these answers are correct. (e) a, b, and c.

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Answer Key True/False 1. T 2. F 3. F 4. T 5. T 6. F 7. F 8. T 9. F 10. T Fill-in-the-blank 11. Twitter 12. social media policy Multiple-Choice 13. e 14. c 15. c 16. a 17. e 18. b 19. e

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CHAPTER 21. Oral Presentations and Video Conferencing True/False Questions 1.

In most informal settings, reading a prepared script verbatim is appropriate.

2.

Flip charts are no longer appropriate now that presentation software such as PowerPoint is available.

3.

Using one visual after another throughout a presentation has the potential to bore or confuse an audience.

4.

If possible, try to rehearse your presentation in the actual setting with the equipment you will use.

5.

The more colors, images, and sounds you include, the more engaged your audience will be.

6.

Cloud-based apps should be avoided when preparing presentations.

7.

If making direct eye contact with the audience makes you nervous, aim directly above their heads.

8.

Try to include as much information as possible on each slide in a presentation.

9.

Presentations should adhere to the introduction/body/conclusion format.

10.

When setting up a videoconference with international audience members, choose a time that is convenient for everyone.

Fill-in-the-blank Questions 11. The five types of oral presentation are .

. , and

12. In the delivery style, the speaker delivers the material without preparation, or ―off-the-cuff.‖ 13. A is a presentation that takes place via the internet and that allows audience members to connect through their computers.

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. .

Multiple-Choice Questions 14. When using presentation software, (a) have a backup plan in case the technology fails. (b) allow the software to shape the content for you. (c) incorporate animations as often as possible. (d) show slides before you are ready to discuss them. (e) a, b, and d.

15. When beginning your presentation, which of the following practices should you employ? (a) Read the audience and decide on your introduction in the moment. (b) Use a pre-prepared, memorized introduction. (c) Start by explaining that you are nervous, so the audience will feel compassion for you. (d) Ask if everyone can hear you in the back of the room. (e) None of the answers is correct.

16. Extemporaneous delivery style (a) avoids the use of notes and instead involves spontaneously thinking on your feet. (b) is the preferred delivery style in the workplace. (c) allows strict control to meet time limits. (d) is most appropriate when communicating with international audiences. (e) is the ideal delivery style for the highly nervous speaker.

17. If you are nervous about making eye contact, strategies to use include (a) looking just above the heads of people in the audience. (b) locating a friendly face and then gradually expanding to other audience members. (c) shifting your gaze back and forth between a couple of people who smile at you. (d) a and b. (e) a and c 18. Which of the following statements is least accurate? (a) Present one topic per slide. (b) Bring handouts to use in case the technology fails. (c) If you are nervous, read the slides verbatim without elaborating. (d) Allow time for questions at the end of the presentation. (e) Use a progressive approach, bringing up each bullet point one at a time.

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19. A scripted presentation (a) is inappropriate for cross-cultural audiences. (b) allows the speaker to appear natural and relaxed. (c) takes little time to prepare. (d) makes working with visuals difficult. (e) b, c, and d.

20. To explain how to perform a task, give a(n) (a) sales (b) action plan (c) persuasive (d) informative (e) training

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presentation.

Answer Key True/False 1. F 2. F 3. T 4. T 5. F 6. F 7. T 8. F 9. T 10. T Fill-in-the-blank 11. informative, persuasive, training, action plan, sales 12. impromptu 13. Webinar Multiple-Choice 14. a 15. b 16. b 17. d 18. c 19. d 20. e

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