Test Bank For Technical Communication Fifteenth Edition John M. Lannon, University of Massachusetts,

Test Bank For

Technical Communication Fifteenth Edition John M. Lannon, University of Massachusetts, Dartmouth Laura J. Gurak, University of Minnesota Prepared by Lee Scholder

ISBN-10: 0135203163

ISBN-13: 9780135203163

CONTENTS PART 1

COMMUNICATING IN THE WORKPLACE

Chapter 1 Introduction to Technical Communication

1

Chapter 2 Meeting the Needs of Specific Audiences

4

Chapter 3 Persuading Your Audience

7

Chapter 4 Weighing the Ethical Issues

10

Chapter 5 Teamwork and Global Considerations

13

Chapter 6 An Overview of the Technical Writing Process

16

PART 2

THE RESEARCH PROCESS

Chapter 7 Thinking Critically about the Research Process

19

Chapter 8 Evaluating and Interpreting Information

22

Chapter 9 Summarizing Research Findings and Other Information

25

PART 3

ORGANIZATION, STYLE, AND VISUAL DESIGN

Chapter 10 Organizing for Readers

28

Chapter 11 Editing for a Professional Style and Tone

31

Chapter 12 Designing Visual Information

34

Chapter 13 Designing Pages and Documents

37

PART 4

SPECIFIC DOCUMENTS AND APPLICATIONS

Chapter 14 Email

40

Chapter 15 Workplace Memos and Letters

43

Chapter 16 Résumés and Other Job-Search Materials

46

Chapter 17 Technical Definitions

49

Chapter 18 Technical Descriptions, Specifications, and Marketing Materials

52

Chapter 19 Instructions and Procedures

55

Chapter 20 Informal Reports

58

Chapter 21 Formal Analytical Reports

61

Chapter 22 Proposals

64

Chapter 23 Oral Presentations and Video Conferencing

67

Chapter 24 Blogs, Wikis, and Web Pages

70

Chapter 25 Social Media

73

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PART 1

COMMUNICATING IN THE WORKPLACE

CHAPTER 1. Introduction to Technical Communication True/False Questions 1.

Technical communication rarely focuses on the author’s personal thoughts or feelings.

2.

Few technical documents have a persuasive purpose.

3.

Phone calls, conversations, and meetings have largely replaced the need for written documents.

4.

Most technical writing is done in teams.

5.

All documents have some persuasive aspect.

6.

Technical writers cannot be held liable for faulty information, but the companies they work for can.

7.

Technical communication includes digital media such as podcasts and online videos.

8.

Digital communication is the universal global standard for technical communication.

Fill-in-the-Blank Questions 9.

-centered documents focus on what people need to learn, do, or decide.

10.

Communications and critical thinking are examples of

skills.

11.

Most technical documents are intended to persuade, inform, or __________.

Multiple-Choice Questions 12.

Which of the following documents is an example of technical writing primarily intended to persuade? (a) a grant proposal to obtain funding from a community agency (b) a training manual for coffee shop employees for making different drinks (c) instructions for assembling a desk (d) a handout from a doctor explaining how to prepare for surgery 1

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13.

When trying to make sense of information, people should __________. (a) consider how others might interpret the information (b) rely on the searching technology to judge the credibility of a source (c) assume that information found should also be shared (d) let the data speak for themselves

14.

Effective technical documents __________. (a) use visuals as a substitute for words when possible (b) include extra information as a bonus to readers (c) avoid white space (d) stay away from integrating links

15.

Of the following statements, which is most accurate? (a) As long as a document is persuasive, it need not be clear and efficient. (b) Instructions and procedures are two types of persuasive documents. (c) At some point, all professionals engage in technical communication. (d) Technical documents focus on the writer’s needs.

16.

Which of the following statements is most accurate? (a) Technical communication avoids using chat sessions. (b) Technical communication generally focuses on technical audiences. (c) Technical communication emphasizes long technical passages. (d) Technical communication may include blog posts.

17.

When communicating globally, it is important to __________. (a) consistently deliver documents in informal language (b) emphasize face-to-face communication to ensure everyone gets to know each other (c) make sure to include hard-copy formats (d) adjust the form of communication to the specific cultural context

2

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ANSWER KEY 1.

T

2.

F

3.

F

4.

T

5.

T

6.

F

7.

T

8.

F

9.

reader

10.

portable

11.

instruct

12.

a

13.

a

14.

a

15.

c

16.

d

17.

d

CHAPTER 2. Meeting the Needs of Specific Audiences True/False Questions 1.

A document may have both a primary and secondary purpose.

2.

Highly technical audiences need facts and figures explained in the simplest terms.

3.

A social media post may be an appropriate format for technical communication.

4.

Provide readers with more than they want and need.

5.

Determining all the needs of a large and diverse audience is easy to do.

6.

Calculating the final costs of a document is not a technical communicator’s concern.

7.

When writing a one-page memo for audiences with varying 3

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technical backgrounds, preferably rewrite it at different levels for different backgrounds.

8.

A short document can be rewritten at different levels for different audiences.

Fill-in-the-Blank Questions 9.

An audience with no specialized training is called a audience.

10.

The image of you that readers see ―between the lines‖ is called your and is created by the tone you adopt.

11.

The

Profile anticipates your readers and their needs.

Multiple-Choice Questions 12.

Which is an accurate statement about informative abstracts? (a) Informative abstracts are confusing to nonexperts. (b) Informative abstracts are essential to any length document. (c) Informative abstracts can help nonexperts understand technical reports. (d) Informative abstracts are only appropriate for experts.

13.

Which of the following readers is an example of a semi-technical audience for a manual on beekeeping? (a) someone who has knowledge about beekeeping from images in the media (b) a person with some background from a couple beekeeping workshops (c) a doctoral student specializing in bees (d) a beekeeper with 15 years of experience

14.

Workplace readers expect that the tone __________. (a) reflects the relationship between the writer and reader (b) is consistently informal (c) is consistently formal (d) is consistently semiformal

15.

Primary readers of a document are those who __________. (a) advise decision makers (b) are the main users of the document 4

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(c) are generally outside an organization (d) indirectly need the information 16.

When you have an audience with different technical levels, a preferred approach would be to develop __________. (a) a one-page document with the lowest level of information (b) a comprehensive manual with the highest level of information (c) a web resource with links to different levels of information (d) a wiki focused on the needs of one set of readers

5

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ANSWER KEY 1.

T

2.

F

3.

T

4.

F

5.

F

6.

F

7.

T

8.

T

9.

nontechnical

10.

persona

11.

Audience and Use

12.

c

13.

b

14.

a

15.

b

16.

c

6

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CHAPTER 3. Persuading Your Audience True/False Questions 1.

Stereotypes are helpful to understand a cultural frame of reference.

2.

Once their minds are made up, people are easily swayed to change their position.

3.

Scarcity is an example of a subjective criterion that can move people to accept a persuasive appeal.

4.

Unbiased expert opinion can lend credibility to any claim.

5.

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

6.

A blunt approach works best with audiences from other cultures.

7.

Communicators within organizations often face unofficial constraints when making an argument.

8.

The most persuasive argument is one that presents the strongest case from the writer’s perspective.

Fill-in-the-Blank Questions 9.

The three levels of response to persuasion are .

10.

11.

,

are limits or restrictions imposed by a situation.

A(n)

involves careful reasoning that supports a claim.

Multiple-Choice Questions 12.

When someone ―goes over a supervisor’s head,‖ they are violating what type of constraint when making their case? (a) organizational constraint (b) legal constraint (c) ethical constraint (d) psychological constraint

13.

Which of the following is the most ideal response to persuasion? (a) internalization (b) identification 7

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, and

(c) compliance (d) rationalization 14.

When preparing an argument, you should __________. (a) focus on points of disagreement (b) identify goals you share with the audience (c) avoid conceding any points (d) be as indirect as possible about what you want

15.

Strategies for effectively connecting with the audience include __________. (a) rational connection and evidence connection strategies (b) relationship connection and audience connection strategies (c) rational connection and relationship connection strategies (d) power connection and driven connection strategies

16.

Which of the following strategies can help avoid potential negative effects of the Internet on persuasion? (a) Allow the algorithms to weigh the truth. (b) Critique the author’s point of view. (c) Quickly scan for the main idea. (d) Seek out like-minded posts.

17.

What type of persuasive skill is being used in the following company statement? ―Some individual training budgets will be reduced so that everyone will be able to have equal access to training.‖ (a) offering evidence (b) providing expert testimony (c) considering cultural context (d) appealing to common goals or values

18.

Which of the following is an example of an explicit persuasive goal? (a) to assure readers that the data provided is accurate (b) to convince the readers that the facts in a report are correct (c) to convince readers to fund a project (d) to convince the reader that the writer is competent

8

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ANSWER KEY 1.

F

2.

F

3.

T

4.

T

5.

T

6.

F

7.

T

8.

F

9.

internalization, identification, compliance

10.

Constraints

11.

argument

12.

a

13.

a

14.

b

15.

c

16.

b

17.

d

18.

c

9

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CHAPTER 4. Weighing the Ethical Issues True/False Questions 1.

Using upbeat images to downplay the negative messages of written text may be persuasive, but it is unethical.

2.

Ethical decisions are always ―black and white.‖

3.

In advertising, false claims or suggestions are legally prohibited.

4.

―Groupthink‖ is another way of referring to good teamwork.

5.

Whistle-blowers usually are rewarded for going public with their company’s unethical behavior.

6.

Deliberate miscommunication is fairly common in the workplace.

7.

Proprietary information is not the exclusive property of a company.

8.

Plagiarism and copyright infringement are the same.

Fill-in-the-Blank Questions 9.

10.

11.

Often confused for teamwork, is a dynamic when group pressure prevents individuals from questioning, criticizing, or reporting bad news. occurs when a person claims the work of another as his or her own.

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

Multiple-Choice Questions 12.

In a research report on her findings, a company researcher decides to omit results indicating health risks associated with a new cleaning product that has great potential for an international market. Which type of communication abuse best describes the actions of the researcher? (a) failing to divulge proprietary information (b) exploiting cultural differences (c) withholding information people need for their jobs (d) falsifying or fabricating data

13.

Which of the following posts could be an example of an unethical use of social media? (a) complaining about the bad service you experienced at a restaurant last night (b) posting a picture of you and a friend at a restaurant’s opening night 10

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(c) letting others know that the word around town is that the owner of a restaurant abuses the workers there (d) posting a picture of the latest item added to the menu 14.

Which is an accurate statement about whistle-blowers? (a) Few whistle-blowers regret their decision to go public. (b) Whistle-blowing is a helpful strategy for career advancement. (c) Negative consequences are rare for whistle-blowers (d) Federal law provides universal protection to whistle-blowers.

15.

Which statement most accurately describes the relationship between obligations, ideals, and consequences? (a) All of these are reasonable criteria for ethical judgment. (b) Ideals should generally outweigh consequences. (c) Obligations are always the top priority. (d) Obligations and ideals determine the consequences.

16.

Which of the following is an example of a violation of libel laws? (a) publishing false information about someone without causing any apparent harm to that person (b) publishing truthful, negative information about someone, but it unintentionally results in damage to her career opportunities (c) publishing any negative information about someone (d) publishing truthful, negative information with the intention of causing harm and resulting in damage to someone’s reputation

17.

When leaving a job, which of the following is an ethical action? (a) removing only hard-copy documents created on the job (b) avoiding saying anything negative about your employer (c) taking a digital copy of work samples you created on the job (d) leaving a note for your coworkers describing the reasons that you are resigning

11

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ANSWER KEY 1.

T

2.

F

3.

T

4.

F

5.

F

6.

T

7.

F

8.

F

9.

groupthink

10.

Plagiarism

11.

ethics

12.

d

13.

c

14.

a

15.

a

16.

d

17.

b

12

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CHAPTER 5. Teamwork and Global Considerations True/False Questions 1.

In collaborating to produce a document, all members of a collaborative team participate in the actual ―writing.‖

2.

―Reviewing‖ is a more precise term for ―editing.‖

3.

A meeting manager should take charge by steering the group discussion.

4.

Conference calls are no longer used as a form of virtual communication.

5.

Social cues are not conveyed well in certain types of digital communication.

6.

Any technical document may be distributed globally.

7.

Face-to-face meetings are still essential for personal contact.

8.

Women who speak up in meetings are often perceived as too controlling, while men who do so are considered to be leadership-oriented.

Fill-in-the-Blank Questions 9.

A allows team members to collaborate by writing, sketching, and erasing in real time from their computers.

10.

When a document, you examine it for audience and purpose considerations and technical accuracy.

11.

The aim of

is to produce as many ideas as possible.

Multiple-Choice Questions 12.

Which of the following is an example of effective listening in a meeting? (a) passively receiving the presenter’s message (b) avoiding eye contact so the speaker isn’t nervous (c) acknowledging key points made by the speaker by commenting in the chat box of a virtual meeting (d) keeping your own next point in mind as you listen to the presenter

13.

Effective strategies for managing group conflict include which of the following? (a) offering and accepting constructive criticism (b) offering but not accepting constructive criticism (c) protesting a decision when you are outvoted (d) suppressing disagreement 13

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14.

Choose the most accurate statement about reviewing a team document. (a) Offer only general comments when identifying weaknesses. (b) Begin with a positive comment before suggesting improvements. (c) Rewrite the entire document yourself if needed. (d) Evaluate it on the first read.

15.

Which of the following is an effective strategy for global communication? (a) Rely on common conceptions about the cultural context (b) Assume the document will not be translated. (c) Use idioms. (d) Create a glossary of specific terms and abbreviations.

16.

Which statement most accurately describes the use of virtual technologies for teamwork? (a) Blogs are not useful for documenting a discussion among team members. (b) Email is the most effective way to hold a virtual meeting. (c) Collaborative writing spaces allow team members to log in to a document at the same time. (d) Most companies prefer the convenience of publicly available digital apps rather than arranging for internal apps.

17.

When communicating with someone from another culture, you should __________. (a) use humor on first contact to break the ice (b) use humor only in face-to-face contact (c) always use humor to facilitate strong interpersonal connections (d) avoid using humor since it is often culturally specific

18.

Which of the following strategies for teamwork is most effective? (a) Allow all team members to take charge. (b) Compose an audience and purpose statement. (c) Use an ad hoc meeting schedule approach. (d) Assume that group decision making will be by vote.

14

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ANSWER KEY 1.

F

2.

F

3.

T

4.

F

5.

T

6.

T

7.

T

8.

T

9.

whiteboard

10.

reviewing

11.

brainstorming

12.

a

13.

d

14.

b

15.

d

16.

c

17.

d

18.

b

15

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CHAPTER 6. An Overview of the Technical Writing Process True/False Questions 1.

Email, rather than chat or texting, is the appropriate digital tool to use for quick turnarounds during the writing process.

2.

Typographical errors include issues such as missing page numbers and inconsistent spacing.

3.

The process for technical writing differs in many ways from the process of essay writing.

4.

Proofreading multiple times is better than once.

5.

Save all drafts of a document because you may need to retrieve useful material from an early draft.

6.

Once you have reached the drafting stage of the writing process, the planning stage is complete.

7.

Proofreading need not involve reading every word; skimming a document is effective.

8.

The actual composition of text is just a small part of the technical writing process.

Fill-in-the-Blank Questions 9.

thinking involves examining and evaluating information, as well as weighing alternatives and considering consequences.

10.

Incorrect abbreviations and inaccurate dates are examples of

errors.

Multiple-Choice Questions 11.

Which digital technologies would help at the revision stage of the writing process? (a) social media (b) tracking systems (c) apps that turn word-processing documents into Web pages (d) storyboarding software

12.

Which of the following statements is most accurate about the writing process? (a) Revision guarantees improvement. (b) No one step in the writing process is complete until the whole is complete. (c) Always begin the writing process by brainstorming.

16

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(d) When drafting a document, you should write the introduction first.

13.

A human resources manager asking ―how can I help employees understand the new time-off policy?‖ is trying to solve what kind of problem? (a) persuasion problem (b) collaboration problem (c) ethics problem (d) information problem

14.

Using ―effect‖ when you should be using ―affect‖ in a sentence is an example of which type of error? (a) typographical error (b) punctuation error (c) usage error (d) sentence error

15.

Which of the following questions is crucial to answer at the planning stage of the document? (a) Is the style readable? (b) Is the organization sensible? (c) Who is my audience? (d) Does the tone seem too formal?

16.

Which of the following is an effective proofreading strategy? (a) Proofread early on in the writing process so you don’t have to rework your sentences later. (b) Read your paper on a computer screen for easy viewing and correcting. (c) Avoid reading small chunks at a time. (d) Exclusively use computerized writing aids.

17

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ANSWER KEY 1.

F

2.

F

3.

T

4.

T

5.

T

6.

F

7.

F

8.

T

9.

Critical

10.

mechanical

11.

b

12.

b

13.

d

14.

c

15.

c

16.

d

18

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PART 2

THE RESEARCH PROCESS

CHAPTER 7. Thinking Critically about the Research Process True/False Questions 1.

A survey is an example of secondary research.

2.

Books are still a significant source of information for research.

3.

Wikipedia is best used at the end of a research process.

4.

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

5.

Online forums such as Google Groups can be sources of relevant and reliable information.

6.

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

7.

Direct observation is the surest way to eliminate bias in research.

8.

Hard-copy materials are still important sources for research.

9.

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

Fill-in-the-Blank Questions 10.

A __________ type indicates where the site originates, such as a commercial organization, an educational institution, or a government organization.

11.

Conducting __________ research means getting information directly from the source.

12.

A __________ is a community encyclopedia that allows readers to edit content.

13.

A large, identifiable group of people is called a __________ while representatives of that group are called a __________.

14.

A(n) __________ is a controlled form of observation designed to verify an assumption.

9Multiple-Choice Questions 15.

A pamphlet explaining the benefits of a drug to quit smoking is an example of which of the following types of research source?

19

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(a) peer reviewed literature (b) primary source (c) reference work (d) gray literature 16.

What approach should you take when conducting your research? (a) Examine subordinate questions arising from your main question. (b) Avoid subordinate questions and stick to the main question. (c) Equally weigh the different perspectives on your question. (d) Search sources to find one main source offering the final word on your question.

17.

Which of the following strategies should you use in informational interviews? (a) Try to write down everything the respondent says. (b) Deviate from your interview plan to allow for interesting material to emerge. (c) Invite the respondent to review your version of any material to be published. (d) You should do most of the talking. (e) Ask yes/no questions.

18.

When creating a survey, you should do which of the following? (a) Avoid including an introduction. (b) Use only closed-ended questions. (c) Avoid using a ―don’t know‖ option. (d) Keep it simple and brief.

19.

―Wouldn’t you agree that the health benefits of kale have been exaggerated?‖ is an example of a __________ question. (a) loaded (b) complex (c) open-ended (d) clarifying

20.

If you publish something on the Web, which is the most accurate description of your copyright protection? (a) To gain protection, you would need to register it with the Office of Copyright. (b) Anyone can use that material without your permission since it is in the public domain. (c) Your work is protected by copyright as soon as it is created. (d) The copyright on the work lasts only for the length of your life

20

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ANSWER KEY 1.

F

2.

T

3.

F

4.

F

5.

T

6.

F

7.

F

8.

T

9.

F

10.

domain

11.

primary

12.

wiki

13.

target, sample

14.

experiment

15.

d

16.

a

17.

c

18.

d

19.

a

20.

c

21

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CHAPTER 8. Evaluating and Interpreting Information True/False Questions 1.

The mean, median, or mode could be used to represent an average.

2.

Correlation implies causation.

3.

The strength of a percentage is unrelated to sample size.

4.

The purpose of statistical analysis is to sanitize the numbers we collect.

5.

Research may ultimately yield only an inconclusive answer rather than a probable or conclusive answer.

6.

Anecdotal evidence is generally sufficient support for a claim.

7.

Computer analyses always produce unbiased results.

8.

Reliable research produces results that can be replicated.

9.

Assumptions are ideas that we accept without proof.

Fill-in-the-Blank Questions 10.

evidence includes facts and statistics; includes speculations and data obtained unscientifically.

11.

If the evidence follows your belief, you are the evidence, you are .

12.

The margin of

evidence

; if your belief follows

is a range within which the true value falls.

Multiple-Choice Questions 13.

Which type of faulty statistical analysis occurs when someone omits data reflecting poor results in a few people to create the impression of universally strong results among people trying a new diet plan? (a) undefined average (b) sanitized statistic (c) bogus ranking (d) biased meta-analysis

14.

The value that occurs most often in a set of numbers is the __________. (a) mean (b) majority 22

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(c) median (d) mode 15.

Alternate explanations for a particular outcome are known as __________. (a) correlating factors (b) confounding factors (c) affirming factors (d) causal factors

16.

When we come to a conclusion about what we don’t know by reasoning from what we do know, we make __________. (a) an inference (b) a claim (c) an analysis (d) a fallacy

17.

Asking respondents to answer questions they are not qualified to answer is an example of a problem related to __________. (a) reliability (b) misleading terminology (c) exaggeration (d) validity

18.

The numerical measure of the strength of the relationship between variables is called __________. (a) causation (b) an interpretation (c) correlation (d) a meta-analysis

19.

Which of the following accurately represents the value of particular types of studies? (a) Large, extended studies are less reliable than small, brief ones. (b) Epidemiological studies are more reliable than laboratory studies. (c) Anecdotal reports in human exposure trials are the strongest studies. (d) Data mining often produces random correlations.

20.

Which of the following is the best approach when evaluating sources of evidence? (a) Assume the most recent information is the most reliable. (b) Ignore research studies funded by special interest groups. (c) Look for a consensus among a variety of respected sources. (d) Avoid all information from Twitter feeds.

23

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ANSWER KEY 1.

T

2.

F

3.

F

4.

F

5.

T

6.

F

7.

F

8.

T

9.

T

10.

Hard, soft

11.

rationalizing, reasoning

12.

error

13.

b

14.

d

15.

b

16.

a

17.

d

18.

c

19.

d

20.

c

24

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CHAPTER 9. Summarizing Research Findings and Other Information True/False Questions 1.

Instead of a summary, a thesis or topic sentence is usually sufficient to preview the contents of letters and memos.

2.

Readers expect a summary to be complete, yet concise.

3.

A closing summary appears at the very end of a document, after the concluding section.

4.

Readers always prefer a technical style in summaries.

5.

An effective strategy for writing a summary is to underline or highlight thesis statements, topic sentences, findings, and conclusions as you read the text.

6.

Summaries are not useful for social media contexts.

7.

A good strategy is to write your own document’s summary before you compose the main text.

8.

Summaries are helpful when researching.

Fill-in-the-Blank Questions 9.

A(n) abstract conveys only the nature and extent of a document, without revealing major facts from the document.

10.

Abstracts are a type of document.

, a restatement of the main ideas in a

Multiple-Choice Questions 11.

When preparing a summary, you should __________. (a) begin composing the summary before reading the entire document (b) use direct quotations liberally (c) rely on your personal interpretation (d) verify that you have preserved the original message

12.

Which is the best type of abstract for managers who don’t have time to read the full report? (a) a technical abstract (b) a closing summary (c) a descriptive abstract (d) an executive abstract 25

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13.

Where do writers generally place informative abstracts? (a) just before the title page (b) on the title page (c) just after the title page (d) at the end of the document

14.

An effective summary accurately conveys a document’s __________. (a) essential message (b) specific details (c) partial message (d) alternative meanings

15.

A summary should __________. (a) be integrated rather than separated from the main text (b) be understandable only after the entire document is read (c) be able to stand alone (d) include a cliffhanger for interest

16.

Which of the following is an appropriate strategy for writing summaries for social media? (a) add material to augment the original document (b) shift the original document’s point of view to personalize the message (c) add eye-catching graphics that shift the meaning for attention (d) reword the message to make the original meaning more accessible to a wider audience

17.

As you edit your summary, which strategy should you use? (a) include technical details (b) spell out numbers rather than using numerals (c) avoid transitional expressions (d) combine related ideas to show relationships

26

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ANSWER KEY 1.

T

2.

T

3.

F

4.

F

5.

T

6.

F

7.

F

8.

T

9. descriptive 10.

summary

11.

d

12.

d

13.

c

14.

a

15.

c

16.

d

17.

d

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PART 3

ORGANIZATION, STYLE, AND VISUAL DESIGN

CHAPTER 10. Organizing for Readers True/False Questions 1.

Readers of printed pages tolerate longer passages of text than do readers of Web pages.

2.

In technical documents, alphanumeric notations are preferred over decimal notations.

3.

The topic sentence usually appears first in the paragraph.

4.

Chunking is relevant only for Web-based documents.

5.

A storyboard is useful only during the drafting phase of a document.

6.

Transitions and connectors help create a coherent paragraph.

7.

A sentence outline lists the topic sentences for each paragraph.

8.

An overview is placed near the end of a document.

9.

All cultures consider digression harmful to a document’s unity and purpose.

10.

A support paragraph provides transition within a document.

Fill-in-the-Blank Questions 11.

A provides a visual representation of a document that maps out each section of the document.

12.

is the process of breaking information into smaller units.

13.

For a paragraph to be sentence.

, all of its contents must expand on the topic

Multiple-Choice Questions 14.

When creating formal outlines, you should include which of the following? (a) lowercase letters for the introduction, body, and conclusion. (b) at least three subtopics for each level of division. (c) at least two subtopics for each level of division. (d) numbers, letters, and decimals at all levels.

15.

A conclusion is a good place to __________.

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(a) provide an overview (b) announce the topic of the document (c) present the writer’s viewpoint (d) suggest further research 16.

A coherent paragraph will have __________. (a) a topic sentence embedded in the middle (b) a connected line of thought (c) few transitions (d) no concluding sentence

17.

Which statement below is the most accurate statement regarding organizing documents for readers? (a) Visual chunking is a helpful strategy. (b) All documents should include an overview. (c) Coherence is not important in technical documents. (e) Topic statements should be limited to one sentence.

18.

Support paragraphs __________. (a) rarely have topic sentences (b) should never be able to stand alone in meaning (c) typically have an introduction-body-conclusion structure (d) are the same as concluding paragraphs

19.

Which of the following statements correctly describes effective use of paragraphs? (a) Support paragraphs must never be longer than 300 words. (b) Key points should be emphasized in long paragraphs. (c) Short paragraphs are particularly useful for documents read on a computer screen. (d) Short paragraphs are key to include because they increase organization.

20.

Which is the best strategy for organizing information for social media postings? (a) Make sure all of the message is visible on a single page (b) Include an extensive paragraph summarizing the main points (c) Avoid distractions of visuals (d) Use only a couple sentences with a link to more information

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ANSWER KEY 1. T 2. F 3. T 4. F 5. F 6. T 7. T 8. F 9. F 10. F 11. storyboard 12. Chunking 13. unified 14. c 15. d 16. b 17. a 18. c 19. a 20. d

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CHAPTER 11. Editing for a Professional Style and Tone True/False Questions 1.

The passive voice should always be avoided.

2.

Jargon can be useful in communications among specialists.

3.

Whenever possible, you should preface your assertions with ―I think,‖ ―In my opinion,‖ ―I believe,‖ or some other qualifier.

4.

Nominalizations add credibility and efficiency to your writing.

5.

Avoid using short sentences in technical writing.

6.

Combining sentences can help de-emphasize some ideas and emphasize others.

7.

Negative expressions are now preferred by readers.

8.

Inefficient style is not only difficult to read but also potentially unethical when it confuses the audience.

9.

Each step in a list of instructions should begin with a noun.

10.

Avoid everyday speaking language in documents.

Fill-in-the-Blank Questions 11.

A noun that has been formed from a verb and often ends in ion is called a __________.

12.

Whereas repetition is saying the same thing twice using the same words, __________ is saying the same thing twice but using different words.

13.

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

Multiple-Choice Questions 14.

Sentences using passive voice __________. (a) include a clear agent performing the action (b) might be too blunt to be effective (c) might be appropriate if the object is more important than the subject (d) provide more credibility to a document

15.

In choosing the appropriate tone, you should do which of the following?

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(a) Use a semiformal tone when you want to sound conversational. (b) Use a formal tone with subordinates. (c) Use an informal tone with superiors. (d) When in doubt, avoid being too casual.

16.

Digital editing tools __________. (a) are able to identify words that are used incorrectly (b) will not search for clutter words (c) will not catch an instance of ―its‖ that should be ―it’s‖ (d) always give the best advice to a writer

17.

Which of the following statements about tone is most accurate? (a) Never use contractions. (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.

18.

To avoid biased language, which approach is most appropriate? (a) use person-first language for people with disabilities (b) refer to a female head of a board as the ―chairwoman‖ instead of ―chairman‖ (c) avoid the term ―Ms.‖ (d) use ― underdeveloped‖ instead of ―Third World‖

19.

Which is the best practice for writing fluently? (a) Create long sentences for special emphasis. (b) Use a consistent sentence length. (c) Use a consistent sentence construction. (d) Combine related ideas.

20.

―Nancy told Rhianna that she was too nervous‖ is a sentence with which of the following? (a) an ambiguous pronoun (b) a qualifier (c) a strong verb (d) a nominalization

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ANSWER KEY 1. F 2. T 3. F 4. F 5. F 6. T 7. F 8. T 9. F 10. F 11. nominalization 12. redundancy 13. Jargon 14. c 15. d 16. c 17. d 18. a 19. d 20. a

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CHAPTER 12. Designing Visual Information True/False Questions 1.

Distortion for the sake of emphasis is often justified.

2.

Including a clear visual replaces any need to discuss the meaning in the text.

3.

Tables are appropriate for quantitative information, not qualitative information.

4.

A chart depicts relationships that are plotted on vertical and horizontal axes.

5.

Photographs you find on the Web can be used freely.

6.

Flowcharts move from bottom to top, showing how the process moves up.

7.

YouTube and similar Web-based video-sharing sites are not useful for organizations.

8.

A multiline graph displays several relationships simultaneously.

9.

Pictograms use icons that resemble the items they represent.

Fill-in-the-Blank Questions 10.

translate numbers into shapes, shades, and patterns.

11.

charts are circular diagrams that show percentages.

12.

tables organize verbal information.

Multiple-Choice Questions 13.

For illustrating a trend over time, the appropriate figure is typically a __________. (a) table (b) pie chart (c) Gantt chart (d) line graph

14.

Why would you choose to use organization charts? (a) to depict the breakdown of a project (b) to show the economic trend of a company (c) to explain processes within an organization (d) to indicate the hierarchy of relationships among departments 34

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15.

Which of the following is an accurate statement about using photographs? (a) Photographs are always preferable to illustrations. (b) Photographs can provide too much detail, confusing the user. (c) Photographs no longer need professionals to create them since digital photography and photo editing are so readily available. (d) Photographs should never be supplemented with diagrams. (e) Photographs rarely require captions.

16.

In a well-formed line graph, __________. (a) each line is labeled (b) each line is visually the same as all other lines (c) grid lines are used (d) up to 10 lines are included

17.

When creating tables, which is the best strategy? (a) Exclude any footnotes. (b) Avoid white space between items. (c) Limit tables to up to five areas of comparison. (d) Include a descriptive title.

18.

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

19.

Which of the following is an accurate statement about using visuals? (a) Titles for visuals are rarely needed. (b) Include a number for each visual. (c) Place visuals in appendices. (d) Use simplified clip art liberally.

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ANSWER KEY 1. F 2. T 3. F 4. F 5. F 6. F 7. F 8. T 9. T 10. Graphs 11. Pie 12. Prose 13. d 14. d 15. b 16. a 17. d 18. c 19. b

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CHAPTER 13. Designing Pages and Documents True/False Questions 1.

Page design and document organization are synonymous.

2.

Readers usually scan a page quickly to get a sense of the overall readability of a document.

3.

Headings that abut the left margin are designated as ―flush left.‖

4.

Memos or letters follow a single-column grid pattern.

5.

Margins of half an inch or smaller are desirable for most documents.

6.

Serif fonts are appropriate for formal reports.

7.

PDF files typically cannot be altered or manipulated by readers.

8.

Justified text is best used for personal documents.

9.

The budget for a document has no bearing on its design.

10.

Style guides describe an organization’s rules for document design.

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.

Using __________ can help you easily and quickly make changes to font, size, and layout across an entire document.

Multiple-Choice Questions 14.

Paragraphs in a document should __________. (a) all be about the same length (b) be consistently short (c) be consistently long (d) vary in length

15.

Unjustified text __________. (a) has uneven spacing between words (b) is common for formal materials (c) is appropriate for letters and memos (d) should not be used 37

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16.

When adding headings, be sure to do which of the following? (a) Use no more than two levels of headings. (b) Make each heading grammatically parallel. (c) Avoid using all capital letters. (d) Include orphans periodically.

17.

Bulleted lists are appropriate for __________. (a) organizing similar items (b) enumerating a sequence of steps (c) drawing attention to headings (d) extensive paragraphing

18.

Which of the following statements represents the best use of typeface in documents? (a) For variety, switch between serif and sans serif fonts in a document. (b) Use serif font for showing numbers in a chart. (c) Use serif font for PowerPoint slides. (d) Use serif font for audiences expecting a traditional font.

19.

How should the pages in a long document be numbered? (a) Count the title page as page 1. (b) Number all front matter with lowercase roman numerals. (c) Do not number any of the front matter. (d) Start with page 1 on the table of contents page.

20.

A 10–12 point type size would most likely be used for __________. (a) the main body of the document (b) titles (c) captions (d) sidebars

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ANSWER KEY 1. F 2. T 3. T 4. T 5. F 6. T 7. T 8. F 9. F 10. T 11. horizontal, vertical, combined 12. white space 13. styles 14. d 15. c 16. b 17. a 18. d 19. b 20. a

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PART 4

SPECIFIC DOCUMENTS AND APPLICATIONS

CHAPTER 14. Email True/False Questions 1.

For most simple correspondence, email is the correct format to use.

2.

Use of bullets and headings is inappropriate in email messages.

3.

Highly charged communications are best dealt with by phone call or meeting rather than email.

4.

Readers often equate all caps with shouting.

5.

Obtaining permission to forward an email is unnecessary.

6.

Emoticons are an appropriate way to convey tone in emails to clients.

7.

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

8.

Do not indent paragraphs in email messages.

Fill-in-the-Blank Questions 9.

A __________ email is a type of email used to briefly describe the background and context of a longer attachment.

10.

Software that can find and retrieve deleted files is called ―__________‖ software.

Multiple-Choice Questions 11.

Which of the following strategies is appropriate when creating workplace emails? (a) Use emoticons liberally for greater connection with your audience. (b) Don’t worry too much about proper spelling and grammar, since everyone knows how quickly email is written. (c) Apply a conversational, informal style. (d) Include a signature block.

12.

A __________email contains most of the content as well as links for more detailed information (a) formatted (b) delineated (c) transmittal (d) primary 40

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13.

When sending email to a global audience, __________. (a) use humor to break the ice (b) write in long, complex sentences to impress the audience (c) avoid being blunt and too direct (d) use slang and idioms to enliven the text

14.

What is the most appropriate tone in an email intended for the following audiences? (a) For a customer, use a more informal tone than for an immediate supervisor. (b) For a stranger, use a more informal formal tone than for a coworker. (c) For a client, use a more formal tone than for a coworker. (d) For a coworker, use a more formal tone than for a customer.

15.

What is the best strategy if you want to send a large digital file to someone? (a) Check with the recipient before sending the file as an attachment. (b) Send it as an attachment for easy access. (c) Upload the file to a company server and tell the recipient to access it there. (d) Shorten the document and send it.

16.

Which of the following is an accurate statement about the ―cc‖ field in an email. (a) Use the ―cc‖ field when you want others to know who is included in the communication. (b) Use the ―cc‖ field when you want to hide email addresses of others who received the communication. (c) The ―cc‖ field should be avoided. (d) The ―cc‖ is short for ―carbon copy.‖

17.

Which is the best strategy when communicating with a global audience via email? (a) Use idioms for familiarity. (b) Be direct. (c) Respond as quickly as possible. (d) Write in simple, short sentences.

18.

Which of the following is an ethical use of the ―bcc‖ field? (a) Using ―bcc‖ so that a coworker’s supervisor can see the email interaction. (b) Letting some people secretly know of an upcoming change that hasn’t yet been announced. (c) Sending an announcement of a company picnic, but not wanting to clutter the email with everyone’s email. (d) Signaling the head of finance of recent expenditures described in your email communications with the main recipient.

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ANSWER KEY 1. T 2. F 3. T 4. T 5. F 6. F 7. T 8. T 9. transmittal 10. forensic 11. d 12. a 13. c 14. c 15. a 16. a 17. d 18. c

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CHAPTER 15. Workplace Memos and Letters True/False Questions 1.

Headings and bullets are not needed in memos because they are typically short communications.

2.

Memos generally focus on only one topic.

3.

Informational memos are increasingly being sent via email.

4.

The subject line of a memo that uses the indirect approach is not specific about the main point.

5.

Letters are sent in paper, not digital form.

6.

Letters are important for communicating outside an organization.

7.

In a letter, the date usually appears immediately above the sender’s address.

8.

Appeal to both logic and emotion in a sales letter.

9.

Inquiry letters are always unsolicited.

10.

The most popular format for workplace letters is the block format.

Fill-in-the-Blank Questions 11.

A __________ memo provides a written record of a meeting or conversation.

12.

The __________ line announces the topic of your memo.

Multiple-Choice Questions 13.

Which is the most accurate statement about the use of memos? (a) Memos are commonly addressed to people outside a company. (b) Memos provide appropriate formality for the workplace. (c) The direct approach is best for memos. (d) Memos should be sent via paper rather than email.

14.

A memo is most appropriate in which situation? (a) relaying information within an organization (b) resolving a simple issue (c) addressing a sensitive topic (d) asking a quick question

15.

How should a memo be formatted?

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(a) do not use paragraphs (b) single-space within paragraphs and double-space between paragraphs (c) double-space within and between paragraphs (d) indent the first line of a paragraph 16.

A transmittal memo does which of the following? (a) distributes bad news to the recipients (b) distributes good news to the recipients (c) accompanies long reports or proposals (d) distributes both bad and good news to the recipients

17.

What is the best approach for conveying bad news? (a) Place an apology at the very end of the letter. (b) Use phrasing such as ―I regret‖ or ―We’re sorry.‖ (c) Use ―you‖ to place responsibility on the reader. (d) Never use passive voice.

18.

Which is an effective strategy for writing an effective sales letter? (a) Begin with a long and detailed introduction. (b) Exaggerate claims. (c) Clearly state any benefits for the reader. (d) Avoid asking the reader to take action.

19.

The ―you‖ perspective in a letter is most appropriate in which part of the letter? (a) the salutation. (b) the first sentence of the letter. (c) the concluding paragraph. (d) throughout the letter.

20.

Where do the parts of the standard block letter format appear? (a) An enclosure notation, if included, appears before the complimentary closing. (b) The heading appears above the date. (c) The sender’s address is omitted. (d) The sender’s signature appears above the complimentary closing.

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ANSWER KEY 1. F 2. T 3. T 4. T 5. F 6. T 7. F 8. T 9. F 10. T 11. summary or follow-up (either answer is correct) 12. subject 13. b 14. a 15. b 16. c 17. b 18. c 19. d 20. b

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CHAPTER 16. Résumés and Other Job-Search Materials True/False Questions 1.

To increase your employment chances, construct your résumé so that you can apply to as many different fields as possible.

2.

Send a thank-you email or note within a day or so after an interview.

3.

The career-objective statement should be tailored to the specific job for which you are applying.

4.

Employers use Facebook and Twitter to get a feel for an applicant’s personality and fit.

5.

Never begin a cover letter with a question.

6.

For an employment interview, have your own set of questions prepared 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.

Avoid social media feeds as a source in a job search.

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., transcripts, recommendation letters, etc.) that represent your credentials.

13.

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

Multiple-Choice Questions 14.

Which of the following accurately represents the value of résumé templates? (a) Résumé templates require more time to use than they are worth. (b) Résumé templates provide the best style for any audience. (c) Résumé templates are not appropriate for people in later stages of their careers. (d) Résumé templates are a good starting point.

15.

When they review a résumé, employers seek an answer to which of these questions?

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(a) Why do you want to work here? (b) What can you do for us? (c) Where would you like to be in ten years? (d) What are your long-term goals?

16.

Throughout your résumé, use which of the following? (a) complete sentences (b) abbreviations (c) passive constructions (d) action verbs

17.

When designing a résumé so that it can be scanned, you should ___________. (a) use boldface for headings (b) use fancier fonts to set yourself apart from others (c) use ALL CAPS instead of boldface for headings (d) omit the ―Objective‖ section

18.

Which of the following is the best advice when researching the job market? (a) Go straight to the Internet and randomly search through as many Web sites as possible. (b) Avoid sending out unsolicited application letters. (c) Consult reference materials specific to the industry. (d) Avoid talking to friends and family members about your search.

19.

Which of the following statements about creating effective résumés is most accurate? (a) Avoid bold, italics, and colors on a résumé. (b) Use hyperlinks in your resume to provide access to more information. (c) List as much of your background and experience as possible. (d) If possible, limit your résumé to one page.

20.

During an interview, which of the following should you do? (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) Provide constructive criticism of previous employers if they treated you badly.

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ANSWER KEY 1. F 2. T 3. T 4. T 5. F 6. T 7. F 8. T 9. F 10. F 11. functional 12. dossier 13. solicited 14. d 15. b 16. d 17. c 18. c 19. d 20. a

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CHAPTER 17. Technical Definitions True/False Questions 1.

Sentence definitions use synonyms or clarifying phrases.

2.

Expanded definitions can be as long as several pages.

3.

Definitions can have legal implications.

4.

Hyperlinked definitions are difficult for readers to use.

5.

Circular definitions help clarify technical concepts.

6.

Visuals are not useful for defining concepts.

7.

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

8.

Printed definitions are no longer needed.

9.

Definitions are rarely field-specific.

10.

Use as many expansion methods as necessary for a definition.

Fill-in-the-Blank Questions 11.

A __________ is an alphabetized list of specialized terms and their definitions.

12.

The term for a word’s origin is __________.

13.

The three categories of definitions are __________, __________, and __________.

Multiple-Choice Questions 14.

The specific strategies of expansion you choose will depend on __________. (a) the questions the audience will want answered (b) the amount of time you have (c) the information you have (d) the amount of space you have in your report

15.

Definitions should be __________. (a) complex (b) engaging (c) eclectic (d) precise

16.

An effective place to locate an expanded definition would be __________.

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(a) in parenthesis (b) in the body of the document (c) in the conclusion section of the document (d) in an appendix 17.

What question is answered by using the ―operating principle‖ as an expansion method? (a) How does it work? (b) What are its parts? (c) How did its name originate? (d) What does it not mean?

18.

Sound strategies for definitions include __________. (a) using circular definitions (b) avoiding visuals (c) classifying the item precisely (d) making distinguishing features broad

19.

Which of the following is a way to create an expanded definition? (a) clarifying a phrase in parentheses (b) comparing and contrasting between new and old information (c) using short phrases in technical and nontechnical language (d) adding a sentence that establishes a working definition

20.

Which is the most appropriate strategy when preparing a glossary? (a) List all terms in alphabetical order. (b) When in doubt, leave it out—under defining is safer than over defining. (c) Keep expanded definitions out of a glossary. (d) Do not clutter your table of contents by listing the glossary.

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ANSWER KEY 1. F 2. T 3. T 4. F 5. F 6. F 7. T 8. F 9. F 10. T 11. glossary 12. etymology 13. parenthetical, sentence, and expanded 14. a 15. d 16. d 17. a 18. c 19. b 20. a

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CHAPTER 18. Technical Descriptions, Specifications, and Marketing Materials True/False Questions 1.

An audience and purpose statement is helpful in the process of writing a technical description.

2.

Except in the case of marketing materials, descriptions should be objective.

3.

Ethical communicators do not express personal opinions, even when a product may be unsafe or unsound.

4.

When writing a technical description, give readers as much information as possible.

5.

Descriptions help answer questions such as ―What are its parts?‖ and ―How does it work?‖

6.

Consumers are the primary audience for specifications.

7.

Avoid long prose passages in specifications; short lists are preferable.

8.

Social media posts are appropriate venues for descriptions.

9.

The title of a description should be clear and limiting.

10.

Consistency is not a key feature of specifications.

Fill-in-the-Blank Questions 11.

Descriptions based on feelings are considered __________ whereas descriptions based on fact are __________.

12.

The two broad categories of description are __________ descriptions and __________ descriptions.

13.

The three goals of specifications are consistency, __________, and __________.

Multiple-Choice Questions 14.

Effective technical descriptions __________. (a) incorporate emotional details (b) include a title, a brief introduction, a sequence of topics, and a conclusion (c) include many digressions (d) rely on text only

15.

Which is a method for maintaining objectivity when writing technical 52

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descriptions? (a) integrate spatial descriptions such as ―long‖ and ―near‖ (b) include sizing descriptions such as ―large‖ and ―massive‖ (c) avoid personal evaluation (d) provide exact measurements or weights 16.

What are audience considerations when creating technical marketing materials? (a) Tailor the materials to one client’s specific needs. (b) The readers are often knowledgeable and want specific technical information. (c) Even for general audiences, technical marketing materials address specialized concepts. (d) Audiences expect a standard format.

17.

How should visuals be incorporated into descriptions? (a) Diagrams should rarely be used. (b) Captions and labels should be included. (c) Avoid using visuals to restate what is already in prose. (d) Online graphics can be used without concern for legal issues.

18.

When preparing technical marketing materials, __________. (a) avoid visuals and color. (b) limit the use of the product’s name. (c) use formal language. (d) consider including an FAQ list.

19.

When writing specifications, which is the most effective strategy? (a) Use consistent terminology. (b) Provide a lengthy and detailed introduction. (c) Avoid referring to other specifications. (d) Limit the use of lists.

20.

Which of the following statements about sequences is most accurate? (a) Use a chronological sequence to describe how a product works. (b) Use a functional sequence to describe how to assemble a product. (c) Use a spatial sequence to describe how a product looks. (d) Use a developmental sequence to describe a product’s history.

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ANSWER KEY 1. T 2. T 3. F 4. F 5. T 6. F 7. T 8. T 9. T 10. F 11. subjective, objective 12. process, product 13. quality, safety 14. b 15. d 16. c 17. b 18. d 19. a 20. c

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CHAPTER 19. Instructions and Procedures True/False Questions 1.

To avoid cluttering your instructions, use as few transitional phrases as possible.

2.

Be careful to avoid redundancies between the visual and verbal information in instructions.

3.

The audience for procedures is typically people who are not already familiar with the task.

4.

A usability evaluation is appropriate for instructions but not procedures.

5.

A common format for online instructions is a PDF file.

6.

Instructional brochures should contain both text and visuals.

7.

Introductions are unnecessary for instructions.

8.

Standard Operating Procedures help ensure that all work is done with the same accuracy and precision.

9.

For complex steps in instructions, the information rate should be slower.

10.

The steps in procedures must always be numbered.

Fill-in-the-Blank Questions 11.

Online help that is coded to recognize tasks being performed and offer specific help related to those tasks is called __________.

12.

Cautions, __________, and __________ are three kinds of notices that are included in procedures to ensure consumer safety.

Multiple-Choice Questions 13.

When choosing the phrasing of each step of instructions for a North American audience, use __________. (a) varying phrasing (b) imperative mood (c) passive voice (d) negative phrasing

14.

Which of the following is an effective strategy for delivering instructions online? (a) Avoid PDF documents for online instructional guides. (b) Link instructional videos from an official company Web site or social 55

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media feed. (c) Write longer chunks of information for online help. (d) Block users from commenting on or rating instructional videos.

15.

Which of the following is the most effectively written instruction step? (a) Plug it in. (b) After that, you should next empty the basket. (c) The reader should shred no more than eight pieces of paper at any given time. (d) Set the control switch to ―auto.‖

16.

What is the best strategy for incorporating visuals into instructions? (a) Illustrate difficult steps, especially for less-specialized readers. (b) Illustrate all actions. (c) Use a distant, overhead perspective for an activity or operation. (d) Choose only one or two steps to illustrate.

17.

How can you develop the appropriate amount of detail in instructions? (a) Focus on the task, not the product. (b) Use only main steps, not substeps. (c) Speed up the rate of information as steps become more complex or sensitive. (d) Assume a highly technical audience when you are writing instructions for consumer products.

18.

19.

The think-aloud evaluation approach to usability testing involves which of the following? (a) asking participants to share what they think about a product (b) coaching users on how they might use the product (c) having at least eight people try out the instructions at once (d) asking each participant to talk about what they are doing as they follow instructions Why would you want to develop procedures? (a) to help employees individualize activities (b) to coordinate practices so everyone does something the same way (c) to ensure operating strategies that stay stable regardless of legislative changes (d) to help a new employee learn how to do something

20.

Cautions in instructions are used to __________. (a) prevent mistakes that could result in injury or equipment damage (b) alert readers to potential hazards to life and limb (c) identify an immediate hazard to life and limb (d) clarify a point 56

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ANSWER KEY 1. F 2. F 3. F 4. F 5. T 6. T 7. F 8. T 9. T 10. F 11. context sensitive 12. warnings, danger notices 13. b 14. b 15. d 16. a 17. a 18. d 19. b 20. a

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CHAPTER 20. Informal Reports True/False Questions 1.

Most informal reports are formatted as a memorandum.

2.

Periodic activity reports and progress reports provide readers with identical information.

3.

Progress reports for external clients should be delivered via email.

4.

A peer review report is a type of recommendation report.

5.

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

6.

Minutes serve as an official record of a meeting.

7.

Blogs can be an effective method of sharing meeting minutes.

8.

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

9.

A trip report is a type of analytical report.

10.

In a recommendation report, include a description of the problem or situation.

Fill-in-the-Blank Questions 11.

The two categories of informal report are __________ and __________.

12.

To give a colleague constructive criticism, write a __________ report.

13.

__________ reports summarize general activities during a specific period, whereas __________ reports summarize accomplishments on a specific project.

Multiple-Choice Questions 14.

Which is a focus of informational reports? (a) short, timely updates on the work of an organization (b) the writer’s interpretation and evaluation of that information (c) evaluation of whether a project or situation is feasible (d) critiques of the work of others

15.

Why would you want to write a trip report? (a) to make a case for why you should be approved for a work trip 58

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(b) to report on a colleague’s activities during a trip (c) to summarize your own work activity during business travel (d) to create a personal record of observations while on a business trip 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) ask whether an approach will work

17.

Which of the following is a type of informational report? (a) peer review report (b) progress report (c) feasibility report (d) recommendation report

18.

Which of the following should be included in meeting minutes? (a) the top decisions made (b) a list of topics that can be easily recalled from memory (c) personal commentary (d) a list of all attendees

19.

Which is the most accurate statement about progress reports? (a) Progress reports are written for internal personnel only. (b) Managers use progress reports to monitor employees and evaluate projects. (c) All organizations require regular progress reports. (d) Bulleted lists are distracting in progress reports. (e) Progress reports should address successes, not challenges or problems.

20.

When writing recommendation reports, which is the most effective strategy? (a) Begin with a long and detailed subject line. (b) Discuss the background in detail but keep the recommendation as brief as possible. (c) End with a list of benefits for taking action. (d) Make headings broad and general.

21.

When writing peer review reports, which is the most effective strategy? (a) Begin by enumerating the negative points. (b) Support criticism by offering specific examples. (c) Avoid offering suggestions or resources. (d) End by re-emphasizing the most negative points.

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ANSWER KEY 1. T 2. F 3. F 4. F 5. F 6. T 7. T 8. F 9. F 10. T 11. informational, analytical 12. peer review 13. Periodic activity, progress 14. a 15. c 16. a 17. b 18. d 19. b 20. c 21. b

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CHAPTER 21. Formal Analytical Reports True/False Questions 1.

2.

3.

4.

5.

6.

7.

8.

9.

10.

A typical question answered by a formal report is ―How do I do X?‖ A formal report may address two or more categories of approaches: comparative, causal, and feasibility.

A formal report should address only the immediate cause and leave out any distant causes.

You should filter material to fit the needs of an audience of a formal report.

A letter of transmittal is considered front matter.

The headings and subheadings in the table of contents should reinterpret the headings and subheadings in the report.

If your report contains more than five terms that your audience might not understand, you should include a glossary of terms in your end matter.

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

Most formal reports are written for decision makers.

Place visuals at the end of a formal report.

Fill-in-the-Blank Questions 11.

The list of references, appendices, glossary, and other supplemental materials are examples of __________.

12.

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

13.

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

Multiple-Choice Questions 14.

A feasibility analysis __________. (a) excludes evidence that refutes your ultimate recommendation (b) analyzes both opposing and supporting data (c) includes opposing evidence but downplays it (d) determines the cause of an identified problem

15.

Which part of a formal report typically receives the most audience attention? (a) table of contents (b) body (c) conclusions and recommendations 61

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(d) visuals 16.

Where should the list of tables and figures be placed? (a) the table of contents (b) the letter of transmittal (c) the abstract (d) the title page

17.

Front matter includes which of the following? (a) introduction (b) table of contents (c) letter of transmittal (d) table of contents and letter of transmittal

18.

Which is a strategy for creating an effective comparative analysis? (a) Avoid the block pattern of discussion. (b) Make comparisons based on indefinite criteria. (c) Give each item balanced treatment. (d) Avoid using examples to clarify points.

19.

The elements of an effective analytical report include which of the following? (a) minimally interpreted data (b) all data found (c) noncommittal statements (d) a clearly identified problem or purpose

20.

Which of the following sections of a long formal report may be optional? (a) title page (b) introduction (c) abstract or executive summary (d) glossary

21.

Features of an effective causal analysis include which of the following? (a) identifying coincidence as cause (b) identifying only the immediate cause and omitting distant causes (c) making sure the cause fits the effect (d) identifying all possible effects

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ANSWER KEY 1. F 2. T 3. F 4. T 5. F 6. T 7. T 8. F 9. T 10. F 11. end matter 12. Comparative, causal 13. appendices 14. b 15. c 16. a 17. d 18. c 19. d 20. d 21. c

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CHAPTER 22. Proposals True/False Questions 1.

Whether solicited or unsolicited, all research proposals are formal.

2.

The logical flow of a proposal is from problem/situation to solution/resolution.

3.

The nonprofit proposal process typically occurs online.

4.

Emphasize key points in your proposal with relevant visuals.

5.

If the solutions you propose have limitations, be sure to acknowledge them in the proposal.

6.

Clearly stating the problem is not necessary in a proposal because it is implied.

7.

Documenting the sources in your proposal is not necessary.

8.

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

9.

Formal proposals rarely need front and/or end matter.

10.

State your case indirectly in a proposal to allow readers to come to their own conclusions.

Fill-in-the-Blank Questions 11.

Three categories of proposals are __________, __________, and __________.

12.

__________ proposals are written in response to a request from a manager or customer, whereas __________ proposals are written without having been requested.

13.

RFP is short for __________.

Multiple-Choice Questions 14.

What approach should you use when writing a proposal for a nonexpert primary audience and an expert secondary audience? (a) Write the text of the proposal in nontechnical language (b) Write the entire proposal for the expert audience. (c) Write the proposal in technical language, but include a glossary and appendices explaining technical information. (d) Write a separate proposal for each audience.

15.

A proposal that offers suggestions for improvement is a __________ proposal.

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(a) solicited (b) research (c) sales (d) planning 16.

Which option below is the appropriate format for the informal proposal? (a) For an informal proposal distributed internally, use email or memo format. (b) For an informal proposal distributed internally, use letter format. (c) For an informal proposal distributed externally, use memo format. (d) For an informal proposal distributed externally, use email format.

17.

Research (grant) proposals ___________. (a) are always unsolicited (b) request approval to conduct a study (c) always are written for nontechnical audiences (d) rarely include a request for funding

18.

Which of the following is an appropriate statement in a proposal for rebuilding a deck? (a) Our company will install the best decking materials. (b) We will install your deck as quickly as possible. (c) Our choice in decking materials will eliminate any chance of environmental damage in the future. (d) We will complete the last phase of the deck installation, installing the gates,

by July 15, 2019.

19.

Which of the following components should be included in any proposal? (a) abstract (b) table of contents (c) introduction (d) glossary

20.

When working with sources to support your proposal, you should __________. (a) cite all sources of common knowledge. (b) limit your sources to major background studies. (c) ignore the most recent studies. (d) avoid sources with a point of view different from your own.

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ANSWER KEY 1. F 2. T 3. T 4. T 5. T 6. F 7. F 8. T 9. F 10. F 11. research, planning, sales 12. Solicited, unsolicited 13. request for proposals 14. c 15. d 16. a 17. b 18. d 19. c 20. b

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CHAPTER 23. Oral Presentations and Video Conferencing True/False Questions 1.

A memorized delivery style is usually most effective for a workplace presentation.

2.

A flip chart is too distracting to be useful.

3.

Begin and end every presentation with a visual.

4.

An effective way to alleviate stress about making eye contact with an audience is to look just above the heads of the people in the audience.

5.

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

6.

Digital whiteboards and real-time chat tools are useful for Webinars.

7.

If you are interrupted by an audience member who has a question, stop your presentation to address that question right away.

8.

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

9.

Most presentations should follow the introduction/body/conclusion format.

10.

Begin a presentation with an overview slide.

Fill-in-the-Blank Questions 11.

The five types of oral presentations are (1) training/instructional, (2) informative, (3) action plan, (4) __________, and (5) __________.

12.

In the __________ delivery style, the speaker delivers the material without preparation, or ―off-the-cuff.‖

13.

To prepare for a presentation that includes numerous visuals, draw up a __________ instead of an outline.

Multiple-Choice Questions 14.

When using presentation software, on each slide include no more than __________. (a) 7–9 lines per slide (including the heading) (b) 15–17 lines per slide (including the heading) (c) 20 words per bulleted item (d) 15 words per bulleted item 67

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15.

Which of the following represents the best strategy for managing listener questions effectively? (a) Immediately dismiss questions you don’t understand. (b) Repeat every question to ensure that all audience members hear it. (c) Allow listeners to engage in lengthy debate. (e) Answer every question with lengthy responses.

16.

Extemporaneous delivery style is the preferred style in which contexts? (a) very formal speeches to large, unfamiliar audiences (b) when the topic is moderately complex (c) when there are strict time limits (d) when the speaker is highly nervous

17.

Which is an accurate statement about using a scripted delivery? (a) Scripted delivery is the most common approach in the workplace. (b) Scripted delivery should stand alone without mixing with extemporaneous delivery. (c) Because it is carefully planned, scripted delivery is more interesting than extemporaneous delivery. (d) Scripted delivery may be a better choice for sections of complex technical presentations.

18.

What is an effective strategy when deciding how to integrate visuals into a presentation? (a) Use the same visuals that were used in a report. (b) Have more slides with visuals than slides with text. (c) Distill the message into the fewest words and simplest images possible. (d) Chunk material into large sections.

19.

When presenting visuals in front of an audience during a presentation, you should __________. (a) turn your back on the audience and look at the visuals on the screen (b) stand directly in front of the screen while displaying the visuals (c) generally discuss the visuals without pointing to specific elements (d) avoid displaying visuals until you are ready to discuss them

20.

Which is an effective strategy when delivering oral presentations? (a) To increase audience connectedness to you, let them know you are nervous. (b) Memorize the opening of your presentation. (c) Avoid eye contact with the audience. (d) Allow yourself to take spontaneous diversions.

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ANSWER KEY 1. F 2. F 3. F 4. T 5. F 6. T 7. F 8. F 9. T 10. T 11. persuasive; sales 12. impromptu 13. storyboard 14. a 15. b 16. b 17. d 18. c 19. d 20. b

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CHAPTER 24. Blogs, Wikis, and Web Pages True/False Questions 1.

External corporate blogs can help enhance relationships with customers.

2.

On Web pages, paragraphs should be at least 50 percent shorter than comparable text in a print document.

3.

Readers expect a balance of text and visuals on a Web page.

4.

Any visual element on the Web without a copyright symbol may be used without permission on your own Web site.

5.

To emphasize text on a Web page, use underlining.

6.

The F-shaped reading pattern applies to cultures that read from left to right.

7.

Text set to unjustified right margins is easier to read on a screen than text set to justified right margins.

8.

When writing for blogs and wikis, you should write the same way for internal and external audiences.

9.

Simple Web pages can be created with word-processing programs.

10.

Color can make a Web page easier to navigate.

Fill-in-the-Blank Questions 11.

__________ information—breaking it into short passages that are easy to access—is an important strategy for Web page design.

12.

Readers of Web pages tend to skim the text in a(n) ―__________-shaped‖ pattern.

Multiple-Choice Questions 13.

What is a site map? (a) Directions for a reader to get from one part of a site to another. (b) A record of where people have been looking on your site. (c) A storyboard for planning a Web site. (d) Tracked data regarding all of the sites someone has visited.

14.

Readers expect Web pages to have __________. (a) very little, if any, white space. (b) labeled navigation features (c) m ultiple visuals on every page 70

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(d) special effects 15.

Which is an effective strategy when writing for a Web page? (a) Catch the reader’s attention in the first two paragraphs. (b) Use vague words. (c) Write in lengthy, complicated sentences. (d) Avoid a neutral tone.

16.

A well-designed Web page does which of the following? (a) includes few, if any, headings (b) uses a consistent font and size for the body text (c) uses underlining for emphasis (d) uses a justified right margin

17.

Web site privacy statements __________. (a) should be difficult to find on the site (b) are most authoritative when written in legalese (c) explain what rights readers have (d) do not explain how a reader’s information will be used

18.

Which is an accurate statement about legal implications of Web pages? (a) In the United States, you can use any visual as long as it does not have a copyright symbol associated with it. (b) You should obtain written permission to use an image from another page, regardless of whether there is a copyright symbol. (c) Your legal risk increases when you use images with a Creative Commons license. (d) Web readers no longer have an expectation of privacy.

19.

Which is an appropriate strategy for using a workplace blog? (a) Use a professional tone. (b) Use an informal tone in internal blogs. (c) Treat internal blogs as personal communication. (d) Fully develop your point into well-supported, extensive articles.

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ANSWER KEY 1. T 2. T 3. T 4. F 5. F 6. T 7. T 8. F 9. T 10. T 11. Chunking 12. F 13. c 14. b 15. a 16. b 17. c 18. b 19. a

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CHAPTER 25. Social Media True/False Questions 1.

Government agencies are legally prevented from using Facebook.

2.

YouTube is a useful tool for getting customer feedback on a product.

3.

Social networking sites are a useful means of advancing your career.

4.

Social networks have the potential for copyright and privacy violations.

5.

Some companies use Instagram to announce new products.

6.

Social media policies are set by the government, not individual companies.

7.

You should feel free to reach out to people you do not know using LinkedIn.

8.

Social media is supposed to be informal and does not require a professional tone.

9.

When audience members contribute information to customer review sites, fact-checking the information is not necessary.

10.

Social media marketing includes creating strategies to measure online customer behavior.

Fill-in-the-Blank Questions 11.

A social media __________ defines best practices for creating content for an organization’s social media site such as guidance for use of visuals, tone, style, and word count.

12.

A __________ outlines the narration, images, motion, and other features of a video.

Multiple-Choice Questions 13.

Which is an effective strategy when creating instructional videos for social media? (a) Include all aspects of a procedure. (b) Create videos that are at least five minutes in length. (c) Show only the object being manipulated. (d) Show both the object and the person using it.

14.

What aspect of social media most contributes to perceptions of credibility, truth, and accuracy? (a) Social media posts are typically shared by people we know.

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(b) Social media posts are shared by strangers. (c) Social media is text based. (d) Images appeal to our intellect.

15.

Which social media app has the main purpose of allowing customers to review companies and a venue for companies to respond to those reviews? (a) Twitter (b) LinkedIn (c) Yelp (d) Instagram

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ANSWER KEY 1. F 2. T 3. T 4. T 5. T 6. F 7. T 8. F 9. F 10. T 11. policy 12. script 13. d 14. a 15. c

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