A Guide to Computer User Support for Help Desk and Support Specialists 6th Edition Fred Beisse

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Sample Test Chapter_03_Writing_for_End_Users

1. The goal of technical writing is to communicate effectively and efficiently information that users need. a.

True

b.

False

ANSWER: POINTS: REFERENCES:

2. Documents organized in a tutorial format guide a reader step­by­step through the features of a program or the operation of a PC. a.

True

b.

False

ANSWER: POINTS: REFERENCES:

3. Documents organized in a reference format guide a reader step­by­step through the features of a program or the operation of a PC. a.

True

b.

False

ANSWER: POINTS: REFERENCES:

4. Documents organized in a reference format pull together all the information on a specific topic in a single section or chapter. a.

True

b.

False

ANSWER: POINTS: REFERENCES:

5. All users prefer online documentation to printed documentation because of its easy access to the information needed. a.

True

b.

False

ANSWER: POINTS: REFERENCES:

6. Since email messages are addressed primarily to other workers in a company, support specialists need not be overly concerned about their writing style in an email message. a.

True

b.

False

ANSWER: POINTS: REFERENCES:

7. Materials designed for web access should be short with hyperlinks to lead readers to additional information. a.

True

b.

False

ANSWER: POINTS: REFERENCES:

8. Many user support specialists need to write technology user guides, handouts, and email messages, but rarely need to be able to write business correspondence, such as memos, letters, and proposals. a.

True

b.

False

ANSWER: POINTS: REFERENCES:

9. Most technical documents should contain a mixture of compound and run­ on sentences.

a.

True

b.

False

ANSWER: POINTS: REFERENCES:

10. The primary goal of technical writing is to entertain readers and hold their interest. a.

True

b.

False

ANSWER: POINTS: REFERENCES:

11. Although technical writing is similar in some ways to other kinds of writing, the writing style is different from personal letters, research papers, or novels. a.

True

b.

False

ANSWER:

POINTS: REFERENCES:

12. Because a goal of technical writing is to keep documents concise, pointers to additional materials and information should be omitted because they add to the length of a document. a.

True

b.

False

ANSWER: POINTS: REFERENCES:

13. Effective end­user documents should result in a lower volume of user support calls and emails. a.

True

b.

False

ANSWER: POINTS: REFERENCES:

14. A technical document with a sequential organization follows a step­by­ step approach. a.

True

b.

False

ANSWER: POINTS: REFERENCES:

15. A sequential organization and a hierarchical organization of a document are one and the same thing. a.

True

b.

False

ANSWER: POINTS: REFERENCES:

16. A hierarchical organization of a document flows from top to bottom because information is organized from general to specific.

a.

True

b.

False

ANSWER: POINTS: REFERENCES:

17. A purpose of technical documentation is to tell readers everything they would ever want to know about a topic. a.

True

b.

False

ANSWER: POINTS: REFERENCES:

18. A common organization for a technical document is: 1) Introduction, 2) Body, 3) Summary. a.

True

b.

False

ANSWER: POINTS: REFERENCES:

19. The writer of a technical document should help each reader decide whether the document is intended for them or not. a.

True

b.

False

ANSWER: POINTS: REFERENCES:

20. One aspect of the target audience a technical writer needs to determine is its reading level. a.

True

b.

False

ANSWER: POINTS: REFERENCES:

21. The purpose of technical documents is to move readers from what they already know to what they need to know.

a.

True

b.

False

ANSWER: POINTS: REFERENCES:

22. The medium used to transmit a piece of technical writing (print or online) makes little difference in the length or writing style of a document. a.

True

b.

False

ANSWER: POINTS: REFERENCES:

23. Brainstorming is a method used to general a list of possible topics that may or may not be included in the final document. a.

True

b.

False

ANSWER: POINTS: REFERENCES:

24. When organizing an idea list into an outline, some ideas become major topics and others become minor topics. a.

True

b.

False

ANSWER: POINTS: REFERENCES:

25. Changes in case, font, indentation, and centering are format elements used to help the reader of a document understand its structure. a.

True

b.

False

ANSWER: POINTS: REFERENCES:

26. A technical writer should use several different fonts, underlining, italics, and bold face to draw a reader’s attention to the document and increase their interest level. a.

True

b.

False

ANSWER: POINTS: REFERENCES:

27. Use of too many design elements, such as color, clip art, shading, borders, and fonts can distract a reader from the information in a document. a.

True

b.

False

ANSWER: POINTS: REFERENCES:

28. Narrative passages are preferable to bulleted or numbered lists when a sequence of facts or steps need to be communicated. a.

True

b.

False

ANSWER: POINTS: REFERENCES:

29. The purpose of a format consistency check is to ensure that format elements such as fonts, centering, and underlining are used consistently and are not overdone. a.

True

b.

False

ANSWER: POINTS: REFERENCES:

30. A technical writer should stop editing a document when edit passes result in fewer and fewer significant changes in the document. a.

True

b.

False

ANSWER: POINTS: REFERENCES:

31. An outside review of a technical document serves a similar purpose to a beta test of a software package. a.

True

b.

False

ANSWER: POINTS: REFERENCES:

32. The more time a technical writer spends on the first draft of a document, the less need there is for an outside review of it. a.

True

b.

False

ANSWER: POINTS: REFERENCES:

33. An analogy is a useful technical writing tool because it compares an unfamiliar concept to one that may be familiar to a reader. a.

True

b.

False

ANSWER: POINTS: REFERENCES:

34. In technical writing, use the same word to refer to an object or a concept throughout a document instead of using a variety of different words that are synonyms. a.

True

b.

False

ANSWER: POINTS: REFERENCES:

35. In technical writing, writers should vary the words they use to refer to an object or concept in order to maintain the reader’s interest level. a.

True

b.

False

ANSWER: POINTS: REFERENCES:

36. The text book recommends against using repetition in technical writing because it lengthens a document and readers can always re­read information they want to repeat. a.

True

b.

False

ANSWER: POINTS: REFERENCES:

37. A style sheet is a list of common terms, format, spelling and writing conventions that an organization uses to ensure consistence among technical writers. a.

True

b.

False

ANSWER: POINTS: REFERENCES:

38. Parallel structure is a writing strategy that all paragraph indentations in a document start with a consistent tab size. a.

True

b.

False

ANSWER: POINTS:

REFERENCES:

39. Given a choice, most technical documents are written in past tense. a.

True

b.

False

ANSWER: POINTS: REFERENCES:

40. The font size of a body of text should be at least 20 points in order to be readable. a.

True

b.

False

ANSWER: POINTS: REFERENCES:

41. The easiest documents to read are those that contain white space in margins and between paragraphs.

a.

True

b.

False

ANSWER: POINTS: REFERENCES:

42. Justified text that is aligned on both the right and left margins can make a document more difficult to read. a.

True

b.

False

ANSWER: POINTS: REFERENCES:

43. Justified text and centered text are two names for the same text format. a.

True

b.

False

ANSWER: POINTS:

REFERENCES:

44. In general, sans serif typefaces are easier to read than typefaces which contain serifs. a.

True

b.

False

ANSWER: POINTS: REFERENCES:

45. Specialty typefaces add interest to a document, but can be more difficult to read and should not be overused. a.

True

b.

False

ANSWER: POINTS: REFERENCES:

46. Experienced technical writers use many gender­related pronouns in their writing to avoid insulting their audience. a.

True

b.

False

ANSWER: POINTS: REFERENCES:

47. A technical writer should try to eliminate all referents in a document. a.

True

b.

False

ANSWER: POINTS: REFERENCES:

48. A technical writer should try to eliminate unclear referents. a.

True

b.

False

ANSWER: POINTS:

REFERENCES:

49. A sentence is in active voice when its subject performs the action indicated by the verb. a.

True

b.

False

ANSWER: POINTS: REFERENCES:

50. A sentence is in passive voice when its subject receives the action performed by the verb. a.

True

b.

False

ANSWER: POINTS: REFERENCES:

51. In general, technical writers prefer to use passive voice to active voice in sentences, since passive voice conveys objectivity. a.

True

b.

False

ANSWER: POINTS: REFERENCES:

52. Technical writers often use nominalization in a document to make their writing sound more professional. a.

True

b.

False

ANSWER: POINTS: REFERENCES:

53. Jargon words are those that are understood primarily by readers experienced in a field. a.

True

b.

False

ANSWER:

POINTS: REFERENCES:

54. To keep documents short, a technical writer should recommend to the reader a dictionary where they can find the definitions of any technical terms used. a.

True

b.

False

ANSWER: POINTS: REFERENCES:

55. Use of acronyms or initialisms where they are not defined or well­known makes documents difficult to understand. a.

True

b.

False

ANSWER: POINTS: REFERENCES:

56. A dangling phrase is an expression in a sentence that adds little to the

meaning other than to make the sentence longer. a.

True

b.

False

ANSWER: POINTS: REFERENCES:

57. An idiom is a word or phrase whose meaning is different from the literal meaning of the words. a.

True

b.

False

ANSWER: POINTS: REFERENCES:

58. In the checklist of document evaluation criteria, content refers to whether words are spelled correctly and sentences are grammatically correct.

a.

True

b.

False

ANSWER: POINTS: REFERENCES:

59. In the checklist of document evaluation criteria, format refers to whether a document’s layout helps guide the reader and whether format elements are used consistently. a.

True

b.

False

ANSWER: POINTS: REFERENCES:

60. Which of these types of documents is primarily intended to catch the eye of the reader and promote an event? a.

Online help

b.

Email message

c.

Brochure or flyer

d.

Handout or training

ANSWER: POINTS: REFERENCES:

61. Which of these types of documents is often used to describe the steps to install a software package? a.

Online help

b.

Website

c.

Newsletter

d.

User guide or manual

ANSWER: POINTS: REFERENCES:

62. Complete information on a particular end­user topic is usually organized together, in one document, organized in a(n) ____. a.

tutorial format

c.

troubleshooting format

ANSWER: POINTS: REFERENCES:

63. A document that is organized as a step­by­step introduction to the features of a software application is called a ____ manual.

a.

reference

b.

technical

c.

tutorial

d.

troubleshooting

ANSWER: POINTS: REFERENCES:

64. Experienced technology users who need information on advanced topics are likely to need a ____. a.

reference manual

b.

c.

handout

d.

ANSWER: POINTS: REFERENCES:

65. Which of these forms of documentation often contains hyperlinks to related topics? a.

Online help

b.

Newsletters

c.

Email messages

d.

Troubleshooting guide

ANSWER: POINTS: REFERENCES:

66. Which of these words is least descriptive of the information on a webpage? a.

Comprehensive

c.

Includes pointers to other information

ANSWER: POINTS: REFERENCES:

67. Documentation that describes the steps to perform a task or a checklist of steps is ____. a.

a troubleshooting guide

b.

c.

a webpage

d.

ANSWER: POINTS: REFERENCES:

68. “Technical writing should be concise and it should be informative.” is an example of a ____.

a.

compound sentence

c.

simple sentence

ANSWER: POINTS: REFERENCES:

69. Which of these is not a characteristic of technical writing? a.

Uses short, declarative sentences

b.

Describes a step-by-step sequence

c.

Contains pointers to other information the user might need

d.

Concludes with the most important point at the end of a section

ANSWER: POINTS: REFERENCES:

70. A cross­reference or link to where a reader can find additional information about a topic is called a(n) ____. a.

serif

b.

c.

acronym

d.

ANSWER: POINTS: REFERENCES:

71. The intended audience of a document is generally described in the ____. a.

introduction

b.

c.

summary

d.

ANSWER: POINTS: REFERENCES:

72. Detailed steps on how to perform a task are generally described in which part of a document? a.

Introduction

c.

Summary

ANSWER: POINTS: REFERENCES:

73. A reading level that is appropriate for most technical documentation is ____. a.

4th grade

b.

c.

7th grade

d.

ANSWER: POINTS: REFERENCES:

74. What is the sequence of these steps in the technical writing process?

A) proofread the document B) generate a list of ideas C) arrange for an outside reviewer D) write a first draft a.

A, B, C, D

b.

c.

D, B, A, C

d.

ANSWER: POINTS: REFERENCES:

75. A list of as many topics as a writer can think of that might be useful to a reader is the result of ____. a.

brainstorming

b.

c.

plagiarizing

d.

ANSWER:

POINTS: REFERENCES:

76. During the development of a first draft, a technical writer is probably least concerned with ____. a.

topic sentences for paragraphs

b.

c.

definitions of terms

d.

ANSWER: POINTS: REFERENCES:

77. When a sequence of facts or steps is described, technical writers try to avoid which of these? a.

Bulleted list

c.

Narrative passage

ANSWER: POINTS: REFERENCES:

78. A writer who performs each procedure or technical step in a document and tests each step with the hardware and software is doing a(n) ____ check. a.

format consistency

b.

c.

edit

d.

ANSWER: POINTS: REFERENCES:

79. Which of these is least likely to be a purpose of proofreading the final draft of a document? a.

Check definitions of terms

b.

Check for consistent capitalization and punctuation

c.

Check for page break problems

d.

Check for extra spaces between words and sentences

ANSWER: POINTS: REFERENCES:

80. Whether to use the form ‘Plug­n­Play’ or ‘Plug­and­Play’ in a document would likely be specified in a ____.

a.

dictionary

b.

c.

thesaurus

d.

ANSWER: POINTS: REFERENCES:

81. The concept that similar items should be handled consistently throughout a document is called ____. a.

internal consistency

b.

c.

technical accuracy

d.

ANSWER: POINTS: REFERENCES:

82. When choosing alignment for a paragraph of text, the easiest to read is ____ text. a.

left-aligned

b.

c.

block-justified

d.

ANSWER:

POINTS: REFERENCES:

83. Fine lines that extend from the top and bottom of a font’s letters are called ____. a.

informal fonts

b.

c.

sans serifs

d.

ANSWER: POINTS: REFERENCES:

84. Under normal circumstances, the body of a document should be formatted in a ____ typeface. a.

specialty

b.

c.

serif

d.

ANSWER: POINTS: REFERENCES:

85. The sentence “Larry will present a tutorial on Excel macros on Tuesday

next week” is in ____ voice. a.

active

b.

c.

gender-neutral

d.

ANSWER: POINTS: REFERENCES:

86. “Development of software is not a frequent user support function” is an example of ____. a.

obfuscation

b.

c.

nominalization

d.

ANSWER: POINTS: REFERENCES:

87. A series of letters that represent a phrase is called ____. a.

a referent

b.

c.

A nominalized phrase

d.

ANSWER:

POINTS: REFERENCES:

88. The abbreviation CPU for central processing unit is an example of a(n) _____. a.

acronym

b.

c.

idiom

d.

ANSWER: POINTS: REFERENCES:

89. Incomplete coverage of a topic violates which of these four writing criteria? a.

Content

b.

c.

Format

d.

ANSWER: POINTS: REFERENCES:

90. The content criteria of good technical documentation is primarily

concerned with which of these questions? a.

Is the information accurate?

b.

Is the information e

c.

Is the layout consistent?

d.

Is the writing style e

ANSWER: POINTS: REFERENCES:

91. “I know I saw the information I need in this document, but now I can’t find it.” violates which of these four general writing criteria? a.

Content

b.

c.

Format

d.

ANSWER: POINTS: REFERENCES:

92. A document with misspelled words violates which of these four general writing criteria?

a.

Content

b.

c.

Format

d.

ANSWER: POINTS: REFERENCES:

93. A(n) ____________________ is any form of written communication designed to provide information to technology users.

ANSWER:

documentation document

POINTS:

1

REFERENCES:

105

94. A(n) ____________________ is a short document intended primarily to summarize material covered in a training session and promote recall.

ANSWER:

handout hand out reference sheet cheat sheet

POINTS:

1

REFERENCES:

106

95. Online help provides users with a powerful and convenient resource because of the ability to ____________________ the specific information a user needs.

ANSWER:

POINTS: REFERENCES:

96. A(n) ____________________ is a highlighted word or phrase in a document that points to additional information.

ANSWER:

POINTS: REFERENCES:

97. A(n) ____________________ format is a document organized as a sequence of step­by­step tasks a user performs to learn how to use the features of a software package.

ANSWER: POINTS: REFERENCES:

98. A(n) ____________________ format in a user manual pulls together all the information on a specific topic into a single section.

ANSWER: POINTS: REFERENCES:

99. ____________________ documents consist of written steps and checklists that describe how to perform a task and are intended for use primarily inside a company.

ANSWER:

Procedural Operational

POINTS:

1

REFERENCES:

110

100. A(n) ____________________ has a single subject and a single verb.

ANSWER:

simple sentence

POINTS:

1

REFERENCES:

111

101. A(n) ____________________ is a cross­reference or pointer to where a reader can find more detailed information about a topic.

ANSWER: POINTS: REFERENCES:

102. A(n) _________________________ is a document organization that follows a step­by­step approach where information is arranged in the order in which steps are executed.

ANSWER:

sequential organization tutorial

tutorial organization POINTS:

1

REFERENCES:

112

103. A(n) _________________________ is a document organization that is arranged from general information to specific, such as in online help.

ANSWER:

hierarchical organization hierarchy

POINTS:

1

REFERENCES:

112

104. Information that may be of interest to only a few readers or is highly technical should be included in a(n) ____________________ to a document.

ANSWER:

POINTS: REFERENCES:

105. ____________________ is a writing process that tries to list as many topic ideas as possible that might be of interest to readers.

ANSWER:

Brainstorming Brainstorm

POINTS:

1

REFERENCES:

116

106. Each paragraph in a document should have a(n) _____________________ to introduce the subject or purpose of the paragraph.

ANSWER:

topic sentence topic

POINTS:

1

REFERENCES:

117

107. Words such as “for example”, “therefore”, “next”, and “finally” provide ____________________ to help show a reader the relationship of one sentence to another.

ANSWER: POINTS: REFERENCES:

108. A(n) ____________________ check makes sure that the headings and subheadings in a document are in a consistent font and that indentation, centering, boldface, italics, and underlining are used consistently.

ANSWER:

format consistency format

POINTS:

1

REFERENCES:

120

109. During a(n) ____________________ check, a writer tests any procedural or operational steps in a document to verify that the steps are correct.

ANSWER:

technical accuracy technical

POINTS:

1

REFERENCES:

120

110. A(n) ____________________ is an attempt to relate something a reader may be familiar with to something they need to know about.

ANSWER: POINTS: REFERENCES:

111. ____________________ is a writing strategy where a writer emphasizes what’s important by introducing a topic, explaining it, and then summarizing it.

ANSWER: POINTS: REFERENCES:

112. A(n) ____________________ is a tool technical writers in an organization use to maintain consistency among different writers in the use and spelling of common words and phrases.

ANSWER: POINTS: REFERENCES:

113. ____________________ is the overuse of too many design elements, such as color, graphics, clip art, shading, word art, borders, and fonts, in a document.

ANSWER: POINTS: REFERENCES:

114. ____________________ is text which is aligned on both the right and left margins.

ANSWER:

Justified text Justified

POINTS:

1

REFERENCES:

125

115. A(n) ____________________ is a typeface that includes fine lines that project from the top and bottom of a font’s letters to help lead a reader’s eye from letter to letter.

ANSWER:

serif serif font serif typeface

POINTS:

1

REFERENCES:

126

116. A(n) ____________________ is a typeface that does not include fine lines that project from the top and bottom of a font’s letters for a cleaner appearance.

ANSWER:

sans serif sans serif font sans serif typeface sans-serif sans-serif font sans-serif typeface

POINTS:

1

REFERENCES:

126

117. A(n) ____________________ is a concrete word that is designated by another word, such as this, that, it, or they.

ANSWER: POINTS: REFERENCES:

118. A(n) ____________________ sentence is one in which the subject receives the action indicated by the verb; the subject is not an actor in the sentence.

ANSWER:

passive passive voice

POINTS:

1

REFERENCES:

127

119. ____________________ is the use of ‘­tion’, ‘­ing’, and ‘­ment’ endings on verbs to create nouns.

ANSWER:

Nominalization

POINTS:

1

REFERENCES:

128

120. To avoid wordiness, the chapter suggests using shorter words such as ________________ instead of utilize or usage or utilization.

ANSWER: POINTS: REFERENCES:

121. Technical words that are understood only by those who are experienced in a field are called ____________________.

ANSWER: POINTS: REFERENCES:

122. A(n) ____________________ is a word formed from the initial letters of

words in a phrase; such as IBM for International Business Machines.

ANSWER: POINTS: REFERENCES:

123. A(n) ____________________ is one or more words at the beginning or end of a sentence that add little to the meaning of the sentence.

ANSWER:

dangling phrase

POINTS:

1

REFERENCES:

130

124. __________________ is a criterion in a document evaluation checklist that asks whether words are spelled correctly and are grammatically correct.

ANSWER: POINTS: REFERENCES:

125. __________________ is a criterion in a document evaluation checklist that asks whether the layout of the information is consistent and helps guide the reader through the document.

ANSWER:

POINTS:

REFERENCES:

126. __________________ is a criterion in a document evaluation checklist that asks whether the information is easy to locate with identifiable transitions between topics.

ANSWER:

Organization Organize Organizing

POINTS:

1

REFERENCES:

133

127. __________________ is a criterion in a document evaluation checklist that asks whether the information is relevant, complete and accurate.

ANSWER: POINTS: REFERENCES:

128. List five different examples of technical documentation aimed at technology users.

ANSWER:

Any five of the following: Brochures and flyers Newsletters Handouts and training aids User guides, handbooks, and manuals Online help Email, chat, text messages Webpages

Proposals, letters, and memos Procedural and operational documentation Troubleshooting guides POINTS:

1

REFERENCES:

105

129. Briefly describe the general outline of technical documentation.

Introduction:

– What is the purpose of the document?

– Who are the intended readers of the document?

– Why read the document?

ANSWER:

Body: – Specific task steps – Common problems users encounter Summary: – Review of main points – Links or references to additional information

POINTS:

1

REFERENCES:

113

130. List four questions a technical writer should ask when planning a document.

ANSWER:

Any four of the following: (1) Who is the target audience?

(2) What does the audience already know?

(3) What does the audience need to know?

(4) What does you want the audience to be able to do when they finish reading the docu (5) What medium will be used to transmit the document to its audience?

POINTS:

1

REFERENCES:

114

131. List the seven steps in the technical writing process.

ANSWER:

(1) Generate a list of important ideas or features to be covered.

(2) Organize the list into a logical, hierarchical sequence to form an outline.

(3) Expand the outline into a first draft.

(4) Edit the draft one or more times for clarity.

(5) Arrange for an outside review.

(6) Revise the draft into its final form.

(7) Proofread the document.

POINTS:

1

REFERENCES:

116