Technical Communication 14th Edition , John M Lannon , Laura J Gurak Test Bank

2

Technical Communication 14th Edition By John M. Lannon , Laura J. Gurak

Email: richard@qwconsultancy.com

Test Bank to accompany

Lannon/Gurak

TECHNICAL COMMUNICATION Fourteenth Edition

Lee Scholder

Boston Dubai

Columbus

London

Indianapolis

Madrid

São Paulo

Milan

Sydney

New York

Munich

Hong Kong

San Francisco

Paris Seoul

Montréal

Amsterdam Toronto

Singapore

Taipei

Cape Town

Delhi Tokyo

Mexico City

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

23

Chapter 9 Summarizing Research Findings and Other Information

26

PART 3

ORGANIZATION, STYLE, AND VISUAL DESIGN

Chapter 10 Organizing for Readers

29

Chapter 11 Editing for a Professional Style and Tone

32

Chapter 12 Designing Visual Information

35

Chapter 13 Designing Pages and Documents

38

PART 4

SPECIFIC DOCUMENTS AND APPLICATIONS

Chapter 14 Email and Text Messages

41

Chapter 15 Workplace Memos and Letters

44

Chapter 16 Résumés and Other Job-Search Materials

48

Chapter 17 Technical Definitions

51

Chapter 18 Technical Descriptions, Specifications, and Marketing Materials

54

Chapter 19 Instructions and Procedures

57

Chapter 20 Informal Reports

61

Chapter 21 Formal Analytical Reports

65

Chapter 22 Proposals

69

Chapter 23 Oral Presentations and Video Conferencing

72

Chapter 24 Blogs, Wikis, and Web Pages

75

Chapter 25 Social Media

78

iii Copyright © 2017, 2014, 2011 Pearson Education, Inc.

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. _______ Employers seek technical communicators with portable skills.

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

8. _______ In the United States, most people read documents from beginning to end.

Fill-in-the-Blank Questions 9.

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

10.

Four different types of technical communication documents are __________________, ___________________, __________________, and __________________.

11.

Accessible and efficient technical documents include elements such as ______________ and __________________.

Multiple-Choice Questions 12.

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

1 Copyright © 2017, 2014, 2011 Pearson Education, Inc.

13.

When trying to make sense of information, people should never (a) determine which information is relevant. (b) ask with whom the information should be shared. (c) verify the accuracy of the source. (d) let the data speak for themselves. (e) All of these answers are correct.

14.

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

15.

Of the following statements, which is least accurate? (a) As long as a document is persuasive, it need not be clear and efficient. (b) Instructions and procedures are two types of technical documents. (c) At some point, all professionals engage in technical communication. (d) Technical documents focus on the reader. (e) Technical documents must account for cultural differences among readers.

16.

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

17.

An effective technical communicator does all of the following except (a) works well as part of a team. (b) consistently applies one cultural perspective. (c) anticipates readers’ questions. (d) considers global audiences as needed. (e) uses appropriate media.

2 Copyright © 2017, 2014, 2011 Pearson Education, Inc.

ANSWER KEY 1.

T

2.

F

3.

F

4.

T

5.

T

6.

T

7.

T

8.

F

9.

Reader

10.

Several options are possible: instructions, user manuals, memos, reports, procedures, emails, and so forth.

11.

Any combination of the following is correct: worthwhile content, sensible organization, readable style, effective visuals, effective page design, and supplements.

12.

e

13.

d

14.

c

15.

a

16.

e

17.

b

3 Copyright © 2017, 2014, 2011 Pearson Education, Inc.

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. _______ Web pages are useful for linking different levels of information.

4. _______ Always 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 1-page memo for audiences with varying 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.

Creating a(n) ________________________ statement will help you identify your readers and their needs.

Multiple-Choice Questions 12.

A usable document is (a) safe. (b) easy to navigate. (c) dependable. (d) All of these answers are correct. (e) b and c.

4 Copyright © 2017, 2014, 2011 Pearson Education, Inc.

13.

Semi-technical audiences consist of (a) informed persons as well as experts. (b) informed persons who are not experts. (c) laypersons. (d) laypersons and experts. (e) laypersons and informed persons.

14.

Your audience will have preferences about all of the following except (a) your brainstorming process. (b) the deadline. (c) the document’s length. (d) whether the document will be in paper or electronic form. (e) the level of detail.

15.

Which of the following statements is correct? (a) Secondary readers are decision makers who request a document. (b) The primary audience is an immediate set of readers. (c) Secondary readers are often those who will carry out a project. (d) Tertiary readers are both primary and secondary audiences. (e) b and c.

16.

Technical documents are written to (a) define something. (b) describe something. (c) explain something. (d) propose something. (e) All of the answers are correct.

17.

The North American business culture prefers (a) indirect answers. (b) ambiguous messages. (c) plain talk. (d) interpretations left to the reader. (e) All of the answers are correct.

5 Copyright © 2017, 2014, 2011 Pearson Education, Inc.

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 purpose

12.

d

13.

b

14.

a

15.

e

16.

e

17.

c

6 Copyright © 2017, 2014, 2011 Pearson Education, Inc.

CHAPTER 3. Persuading Your Audience True/False Questions 1. _______ The relationship connection is particularly important in cross-cultural communication.

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

3. _______ “Presenting your best case” means that you may deceive the audience to achieve your goal.

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 ___________________, ____________________, and _________________________.

10.

__________________ are limits or restrictions imposed by a situation.

11.

A(n) ___________________ involves careful reasoning that supports a claim.

Multiple-Choice Questions 12.

Which of the following is not a social or psychological constraint? (a) the writer’s legal liabilities (b) the audience’s personality (c) the writer’s relationship with the audience (d) the audience’s sense of identity (e) the audience’s perception of the issue’s urgency

7 Copyright © 2017, 2014, 2011 Pearson Education, Inc.

13.

An audience expects evidence that is (a) specific. (b) verifiable. (c) new. (d) a and b only. (e) a, b, and c.

14.

When preparing an argument, (a) adopt an extreme persona. (b) cast the opponent in a negative light. (c) identify values, goals, or experiences you share with audience. (d) avoid conceding any points. (e) be as indirect as possible about what you want.

15.

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

16.

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

17.

When others offer an opposing view, try to (a) see the issue their way. (b) rephrase their position in your own words. (c) explore possible compromises they might accept. (d) reach agreement on what to do next. (e) All of the answers are correct.

18.

A claim can be a statement that (a) acknowledges facts. (b) interprets facts. (c) asks for direct action. (d) a, b, and c. (e) interprets facts and asks for direct action only.

8 Copyright © 2017, 2014, 2011 Pearson Education, Inc.

ANSWER KEY 1.

T

2.

F

3.

F

4.

T

5.

T

6.

F

7.

T

8.

F

9.

internalization, identification, compliance

10.

Constraints

11.

argument

12.

a

13.

e

14.

c

15.

d

16.

a

17.

e

18.

d

9 Copyright © 2017, 2014, 2011 Pearson Education, Inc.

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.

Often confused for teamwork, __________ is a dynamic when group pressure prevents individuals from questioning, criticizing, or reporting bad news.

10.

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

11.

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

Multiple-Choice Questions 12.

Examples of ethical abuses in technical communication include (a) plagiarizing the work of others. (b) exaggerating claims. (c) downplaying information. (d) a and b only. (e) a, b, and c.

10 Copyright © 2017, 2014, 2011 Pearson Education, Inc.

13.

Which of the following statements is least accurate? (a) I should make a distinction between what is certain and what is probable. (b) I should use jargon and euphemisms when stating my claims. (c) I should make sure that my sources of information are credible. (d) I should believe what I say and not have a hidden agenda. (e) I should distribute copies of the document to everyone who has a right to know about it.

14.

Reworking findings to make them more useful or appealing (a) is not misleading. (b) carries no consequences for any party involved. (c) is unethical. (d) is a clever way to promote the company’s interests. (e) is an important skill to develop.

15.

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

16.

Reasonable criteria for ethical judgment include (a) obligations. (b) ideals. (c) consequences. (d) a, b, and c. (e) a and c only.

17.

When preparing a technical document, do all of the following except (a) give candid feedback if warranted. (b) exaggerate information. (c) respect rights to privacy. (d) provide sufficient information. (e) inform of consequences or risks.

11 Copyright © 2017, 2014, 2011 Pearson Education, Inc.

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.

e

13.

b

14.

c

15.

a

16.

d

17.

b

12 Copyright © 2017, 2014, 2011 Pearson Education, Inc.

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 accuracy and readability.

11.

The aim of _________________ is to produce as many ideas as possible.

Multiple-Choice Questions 12.

Sources of conflict in collaborative groups include (a) interpersonal differences. (b) cultural differences. (c) gender differences. (d) a, b, and c. (e) only b and c.

13 Copyright © 2017, 2014, 2011 Pearson Education, Inc.

13.

Effective strategies for managing group conflict include (a) suppressing disagreement with others’ ideas or opinions. (b) offering but not accepting constructive criticism. (c) protesting a decision when you are outvoted. (d) offering and accepting constructive criticism. (e) both c and d.

14.

Choose the most accurate statement below 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) Dictate advice to the team. (e) Evaluate it on the first read.

15.

An effective strategy for global technical communication is to (a) avoid stereotyping. (b) write with translation in mind. (c) avoid slang and idioms. (d) create a glossary of specific terms and abbreviations. (e) All of the answers are correct.

16.

Which statement below is most accurate? (a) Blogs are not useful for collaboration. (b) Email is the most effective way to hold a group meeting. (c) Collaborative writing software allows team members to log into a document at the same time. (d) “Internet conferencing” is another term for “teleconferencing.” (e) None of these answers are correct.

17.

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

18.

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

14 Copyright © 2017, 2014, 2011 Pearson Education, Inc.

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.

d

13.

d

14.

b

15.

e

16.

c

17.

e

18.

a

15 Copyright © 2017, 2014, 2011 Pearson Education, Inc.

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 or inconsistent spacing.

3. _______ Very few technologies exist for assisting the technical writing process.

4. _______ The human brain is the ultimate tool for navigating critical thinking decisions.

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

6. _______ Deadlines often limit the amount of time that can be spent preparing a technical document.

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.

The kind of easily correctable errors proofreading can detect include ______________, _______________, and __________________ errors.

Multiple-Choice Questions 11.

Digital tools for the technical writing process include (a) wikis. (b) social media. (c) tracking systems. (d) All of the answers are correct. (e) a and c.

16 Copyright © 2017, 2014, 2011 Pearson Education, Inc.

12.

Which of the following statements is most accurate? (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. (d) When drafting a document, you should write the introduction first. (e) All of these statements are accurate.

13.

Everyday writing situations typically pose (a) persuasion problems. (b) collaboration problems. (c) ethics problems. (d) information problems. (e) All of these answers are correct.

14.

Writing technical documents differs from writing essays in all of the following ways except that (a) grammatical correctness is essential. (b) the documents are often being written by teams. (c) organizational politics can be involved. (d) research often involves speaking with technical experts. (e) All of these answers are correct.

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 document advance my organization’s goals? (e) Have I left anything out?

16.

When proofreading your work, (a) do so 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) never rely exclusively on computerized writing aids. (e) do all of these.

17 Copyright © 2017, 2014, 2011 Pearson Education, Inc.

ANSWER KEY 1.

F

2.

F

3.

F

4.

T

5.

T

6.

T

7.

F

8.

T

9.

Critical

10.

Any combination of the following is correct: sentence, punctuation, typographical, format, mechanical, usage

11.

d

12.

b

13.

e

14.

a

15.

c

16.

d

18 Copyright © 2017, 2014, 2011 Pearson Education, Inc.

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. _______ Subject directories are indexes compiled by editors and others who sift through Web sites and compile the most useful links.

3. _______ Sometimes the most reliable material resides in less attractive, text-only sites.

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

5. _______ Blogs 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.

___________________ scan for Web sites containing key words.

11.

Conducting ______________ research means getting information directly from the source.

12.

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

13.

A large, identifiable group of people is called a ______________ population, while representatives of that group are called a _________________.

14.

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

19 Copyright © 2017, 2014, 2011 Pearson Education, Inc.

Multiple-Choice Questions 15.

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

16.

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

17.

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, (a) phrase questions ambiguously. (b) do not include an introduction. (c) use only close-ended questions. (d) use loaded questions. (e) keep it simple and brief.

19.

Which of the following is not an example of a Web-based only resource? (a) e-libraries. (b) periodical databases. (c) discussion forums. (d) periodicals. (e) wikis.

20 Copyright © 2017, 2014, 2011 Pearson Education, Inc.

20.

Which of these statements about Web-based research is most accurate? (a) The more design elements on a site, the more reliable the information there. (b) Since Web sites are always accessible, you do not need to save any of the material you find on them. (c) No single search engine indexes everything on the Web. (d) Web sites with the domains .gov and .edu will most likely not contain reliable information. (e) You may download anything from the Web and use it without permission.

21 Copyright © 2017, 2014, 2011 Pearson Education, Inc.

ANSWER KEY 1.

F

2.

T

3.

T

4.

F

5.

T

6.

F

7.

F

8.

T

9.

F

10.

Search engines

11.

primary

12.

wiki

13.

target, sample

14.

experiment

15.

d

16.

a

17.

c

18.

e

19.

d

20.

c

22 Copyright © 2017, 2014, 2011 Pearson Education, Inc.

CHAPTER 8. Evaluating and Interpreting Information True/False Questions 1. _______ The most recent information is always the most reliable.

2. _______ Correlation implies causation.

3. _______ Sample size is not important to the strength of a percentage.

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

5. _______ All types of research studies have common flaws.

6. _______ Anecdotal evidence is always 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; ________ evidence includes speculations and data obtained unscientifically.

11.

If the evidence follows your belief, you are _______________; if your belief follows the evidence, you are _________________.

12.

The margin of _____________ is a range within which the true value falls.

Multiple-Choice Questions 13.

Which of the following is an example of faulty statistical analysis? (a) undefined average (b) sanitized statistics (c) bogus ranking (d) biased meta-analysis (e) All of these answers are correct.

14.

The value that occurs most often in a set of numbers is the (a) mean. (b) majority. (c) median. (d) mode. (e) outlier.

23 Copyright © 2017, 2014, 2011 Pearson Education, Inc.

15.

Evaluating sources involves (a) identifying a study’s sponsor. (b) ignoring corroborating sources. (c) assessing the reputation of a printed source. (d) determining the quality of Web sources. (e) checking the publication date.

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) an average. (e) a fallacy.

17.

Which of the following statements is most accurate? (a) Even a complex effect has only one cause. (b) Faulty statistical reasoning rarely produces numbers that are deceptive or inaccurate. (c) Evidence that contradicts your own assumptions should be ignored. (d) Terminology used to report statistics often hides their real meaning. (e) None of these statements are accurate.

18.

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

19.

To check your evidence for weaknesses, do all of the following except (a) identify misleading terminology. (b) accept all generalizations. (c) assess studies for limitations. (d) scrutinize all statistical analyses. (e) examine claims of causation closely.

24 Copyright © 2017, 2014, 2011 Pearson Education, Inc.

ANSWER KEY 1.

F

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.

e

14.

d

15.

b

16.

a

17.

d

18.

c

19.

b

25 Copyright © 2017, 2014, 2011 Pearson Education, Inc.

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 online contexts.

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

8. _______ Never assume that global audiences will understand certain facts that you consider common knowledge.

Fill-in-the-Blank Questions 9.

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

10.

Abstracts are a type of ________________, a restatement of the main ideas in a document.

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) underline essential material as you read. (d) verify that you have preserved the original message. (e) c and d.

26 Copyright © 2017, 2014, 2011 Pearson Education, Inc.

12.

The best type of abstract for readers who don’t have time to read the full report and who want writers to help guide their thinking is (a) an informative abstract. (b) a closing summary. (c) a descriptive abstract. (d) an executive abstract. (e) either b or c.

13.

The informative abstract (a) describes the main document and appears just after the title page. (b) presents the message of the main text and appears just after the title page. (c) summarizes the full document and appears at the very end. (d) gives an outline of the document and appears before the title page. (e) Any of the answers is correct.

14.

An effective summary accurately conveys a document’s (a) partial message. (b) specific details. (c) essential message. (d) alternative meanings. (e) None of these answers are correct.

15.

A summary should (a) never be separated from the main text. (b) be understandable only after the entire document is read. (c) be able to stand alone. (d) a and c. (e) None of these answers are correct.

16.

Ethical pitfalls of summaries include (a) failing to communicate a document’s full complexity. (b) distorting the message. (c) too many details. (d) only a and b. (e) a, b, and c.

17.

As you edit your summary, (a) omit technical details and examples. (b) cross out unnecessary prefaces to sentences. (c) combine related ideas to show relationships. (d) b and c only. (e) a, b, and c.

27 Copyright © 2017, 2014, 2011 Pearson Education, Inc.

ANSWER KEY 1.

T

2.

T

3.

F

4.

F

5.

T

6.

F

7.

F

8.

T

9.

descriptive

10.

summary

11.

e

12.

d

13.

b

14.

c

15.

c

16.

d

17.

e

28 Copyright © 2017, 2014, 2011 Pearson Education, Inc.

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. _______ In technical writing, 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. _______ Excessive headings make a document appear fragmented.

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.

Outlines are organized by __________ notation or ________ notation.

12.

____________________ is the process of breaking information into smaller units.

13.

For a paragraph to be ___________________, all of its contents must expand on the topic sentence.

Multiple-Choice Questions 14.

Formal outlines (a) use lower case letters for the introduction, body, and conclusion. (b) use no indentation. (c) must include at least three sub-topics for each level of division. (d) must include at least two sub-topics for each level of division. (e) incorporate numbers, letters, and decimals at all levels.

29 Copyright © 2017, 2014, 2011 Pearson Education, Inc.

15.

A conclusion is a good place to (a) provide an overview. (b) announce the topic of the document. (c) present the writer’s viewpoint. (d) add new information. (e) take a position, make recommendations, or suggest further research.

16.

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

17.

Which statement below is most accurate? (a) Information should be ordered in a logical progression. (b) An overview is required in all technical documents. (c) Questions should be avoided as headings. (d) Coherence is not important in technical documents. (e) Topic statements are never longer than 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. (e) are none of the these.

19.

Which of the following statements is least accurate? (a) Support paragraphs must never be longer than 300 words. (b) A well-placed short paragraph can highlight a key point. (c) Short paragraphs are particularly useful for documents read on a computer screen. (d) Too many short paragraphs can make a document appear unorganized. (e) Long paragraphs can be tiring.

20.

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

30 Copyright © 2017, 2014, 2011 Pearson Education, Inc.

ANSWER KEY 1.

T

2.

F

3.

T

4.

F

5.

F

6.

T

7.

T

8.

F

9.

F

10.

F

11.

alphanumeric, decimal

12.

Chunking

13.

unified

14.

d

15.

e

16.

b

17.

a

18.

c

19.

a

20.

e

31 Copyright © 2017, 2014, 2011 Pearson Education, Inc.

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. _______ Using the term “Ms.” is an out-of-date strategy that should be avoided.

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 person-first language for people with disabilities.

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 active voice (a) include a clear agent performing the action. (b) might be too blunt to be effective. (c) might be inappropriate if the object is more important than the subject. (d) have the recipient of the action in the subject slot of the sentence. (e) a, b, and c.

32 Copyright © 2017, 2014, 2011 Pearson Education, Inc.

15.

In choosing the appropriate tone, (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) use a negative tone when conveying bad news. (e) 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. (e) a and d.

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. (e) All of these answers are accurate.

18.

An example of sexist language is (a) Ms. (b) poetess. (c) chairperson. (d) flight attendant. (e) Both Ms. and poetess are sexist.

19.

To write fluently (a) use long sentences for special emphasis. (b) use a consistent sentence length. (c) use a consistent sentence construction. (d) combine related ideas. (e) All of these answers are correct.

20.

All of the following are common sources of wordiness except (a) strong verbs. (b) qualifiers. (c) prepositional phrases. (d) nominalizations. (e) weak verbs.

33 Copyright © 2017, 2014, 2011 Pearson Education, Inc.

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.

e

15.

e

16.

c

17.

d

18.

b

19.

d

20.

a

34 Copyright © 2017, 2014, 2011 Pearson Education, Inc.

CHAPTER 12. Designing Visual Information True/False Questions 1. _______ Distortion for the sake of emphasis is often justified.

2. _______ Visuals should be able to stand alone.

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 multi-line graph displays several relationships simultaneously.

9. _______ Icons 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) photograph. (d) Gantt chart. (e) line graph.

14.

Organization charts (a) depict the breakdown of a project. (b) use lines and graphs to show the economic trend of a company. (c) show processes within an organization. (d) show a hierarchy of relationships among departments. (e) All of these answers are correct.

35 Copyright © 2017, 2014, 2011 Pearson Education, Inc.

15.

Photographs (a) are always preferable to illustrations. (b) can provide too much detail, confusing the user. (c) no longer need professionals to create them since digital photography and photo editing are so readily available. (d) should never be supplemented with diagrams. (e) 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. (e) All of these answers are correct.

17.

To create a readable table, (a) include footnotes, as necessary, to clarify information. (b) use ample white space between items. (c) abbreviate numbers of more than three digits. (d) a, b, and c. (e) only a and c.

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. (e) do not include a title.

19.

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

36 Copyright © 2017, 2014, 2011 Pearson Education, Inc.

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.

e

14.

d

15.

b

16.

a

17.

d

18.

c

19.

b

37 Copyright © 2017, 2014, 2011 Pearson Education, Inc.

CHAPTER 13. Designing Pages and Documents True/False Questions 1. _______ Page design and document organization are synonymous.

2. _______ Usually, readers 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. _______ In a long document, the front matter should not have page numbers.

Fill-in-the-Blank Questions 11.

The three types of grid patterns for documents are ____________________, __________________, and ____________________.

12.

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

13.

__________________ text has even right margins.

Multiple-Choice Questions 14.

Paragraphs in a document should (a) all be about the same length. (b) be consistently short. (c) be consistently long. (d) be at least 15 lines long. (e) 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) a and b. (e) a, b, and c.

38 Copyright © 2017, 2014, 2011 Pearson Education, Inc.

16.

When adding headings, be sure to (a) use no more than two levels of headings. (b) make each higher-level heading yield at least three lower-level headings. (c) avoid using all capital letters. (d) include orphans periodically to show consistency. (e) None of the answers is true.

17.

Bulleted lists are appropriate for (a) organizing similar items. (b) enumerating a sequence of steps. (c) drawing attention to headings. (d) a and b. (e) None of the answers is true.

18.

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

19.

A sans serif font may be used for (a) the main text of a formal report. (b) captions. (c) tables. (d) b and c. (e) All of these answers are correct.

20.

Which of the following statements is least accurate? (a) Color can be used for headings. (b) Color helps readers focus on essential information. (c) Use very bright colors to draw attention to text. (d) Bold or shading can be used instead of color. (e) All of these statements are accurate.

39 Copyright © 2017, 2014, 2011 Pearson Education, Inc.

ANSWER KEY 1.

F

2.

T

3.

T

4.

T

5.

F

6.

T

7.

T

8.

F

9.

F

10.

F

11.

horizontal, vertical, combined

12.

white space

13.

Justified

14.

e

15.

c

16.

e

17.

a

18.

b

19.

e

20.

c

40 Copyright © 2017, 2014, 2011 Pearson Education, Inc.

PART 4

SPECIFIC DOCUMENTS AND APPLICATIONS

CHAPTER 14. Email and Text Messages 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. _______ Texting is a bad choice for communication that requires careful editing.

4. _______ Readers often equate all caps with shouting.

5. _______ Email messages are automatically copyrighted.

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. _______ Don’t indent paragraphs in email messages.

Fill-in-the-Blank Questions 9.

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

10.

Sending angry, sarcastic, insulting emails is called ________________.

Multiple-Choice Questions 11.

When creating workplace emails, (a) try to incorporate emoticons 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) don’t include a signature block. (e) None of the answers is correct.

12.

When sending a work-related text message, (a) keep it simple and to the point. (b) use as many abbreviations as possible. (c) digress from your main topic. (d) feel free to discuss confidential topics. (e) All of these answers are correct.

41 Copyright © 2017, 2014, 2011 Pearson Education, Inc.

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. (e) All of these answers are correct.

14.

To manage your email, (a) keep your inbox under 50 messages. (b) save important attachments on your computer. (c) create folders for organizing and retaining messages. (d) a, b, and c. (e) b and c.

15.

To show respect for your email correspondents, (a) check with them before sending a huge attachment. (b) make sure their names are spelled correctly. (c) read and answer your emails promptly. (d) check the distribution list to make sure you don’t leave out someone who should get the messages. (e) All of these answers are correct.

16.

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

17.

Email privacy can be compromised when (a) everyone on a group mailing list automatically receives a copy of the message. (b) messages are saved in backup files that are later accessed by others. (c) someone with your password accesses your email account. (d) a, b, and c. (e) None of the answers is correct.

18.

Privacy issues apply to (a) email only. (b) texts only. (c) email and texts. (d) neither email nor texts. (e) no digital communications.

42 Copyright © 2017, 2014, 2011 Pearson Education, Inc.

ANSWER KEY 1.

T

2.

F

3.

T

4.

T

5.

T

6.

F

7.

T

8.

T

9.

Copyright

10.

flaming

11.

e

12.

a

13.

c

14.

d

15.

e

16.

e

17.

d

18.

c

43 Copyright © 2017, 2014, 2011 Pearson Education, Inc.

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. _______ Memos are often converted into PDF files and attached to email messages.

6. _______ Letters are important for communicating outside an organization.

7. _______ In a letter, the date usually appears immediately below 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 accompanies a package of materials and indicates that information is being sent from one place to another.

12.

The ___________________ line announces the topic of your memo.

Multiple-Choice Questions 13.

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

44 Copyright © 2014, 2011, 2008 Pearson Education, Inc.

14.

A memo is most appropriate for (a) relaying information within an organization. (b) resolving a simple issue. (c) addressing a sensitive topic. (d) asking a quick question. (e) All of the answers are correct.

15.

To format a memo, (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. (e) b and d.

16.

A transmittal memo (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. (e) accompanies long reports or proposals and distributes both bad and good news to the recipients.

17.

When 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. (e) a and d.

18.

To write 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. (e) All of these answers are correct.

19.

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

45 Copyright © 2014, 2011, 2008 Pearson Education, Inc.

20.

In the standard block letter format, the (a) enclosure notation appears before the complimentary closing. (b) heading appears above the date. (c) sender’s address is omitted. (d) sender’s signature appears above the complimentary closing. (e) All of these answers are correct.

46 Copyright © 2014, 2011, 2008 Pearson Education, Inc.

ANSWER KEY 1.

F

2.

T

3.

T

4.

T

5.

F

6.

T

7.

T

8.

T

9.

F

10.

T

11.

transmittal

12.

subject

13.

b

14.

a

15.

b

16.

c

17.

b

18.

c

19.

d

20.

b

47 Copyright © 2014, 2011, 2008 Pearson Education, Inc.

CHAPTER 16. Résumés and Other Job-Search Materials True/False Questions 1. _______ To increase your employment chances, apply for jobs in as many different fields as possible.

2. _______ Send a thank-you email immediately 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. _______ Be diplomatic in a refusal letter.

10. _______ Active voice is inappropriate for an application letter.

Fill-in-the-Blank Questions 11.

A __________________ résumé highlights skills relevant to a particular job.

12.

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

13.

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

Multiple-Choice Questions 14.

Résumé templates (a) usually require more time to use than they are worth. (b) are easy to find online or in word processing programs. (c) may need adjustment depending upon your field. (d) a and b. (e) b and c.

48 Copyright © 2017, 2014, 2011 Pearson Education, Inc.

15.

When they review a résumé, employers seek an answer to which of these questions? (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? (e) What salary would you accept?

16.

Throughout your résumé, use (a) complete sentences. (b) abbreviations. (c) full caps. (d) passive constructions. (e) action verbs.

17.

An effective online résumé, (a) never includes hyperlinks. (b) can be downloaded quickly. (c) includes a home address and other personal information. (d) does not offer the option of being sent as an email attachment. (e) All of these answers are correct.

18.

When researching the job market, (a) go straight to the Internet and randomly search through as many Web sites as possible. (b) never send out unsolicited application letters. (c) consult reference materials specific to the industry. (d) avoid talking to friends and family members about your search. (e) do not make use of social networking sites.

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. (e) Create an all-purpose résumé that you can send to every potential employer.

20.

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

49 Copyright © 2017, 2014, 2011 Pearson Education, Inc.

ANSWER KEY 1.

F

2.

F

3.

T

4.

T

5.

F

6.

T

7.

F

8.

T

9.

T

10.

F

11.

functional

12.

dossier

13.

solicited

14.

e

15.

b

16.

e

17.

b

18.

c

19.

d

20.

a

50 Copyright © 2017, 2014, 2011 Pearson Education, Inc.

CHAPTER 17. Technical Definitions True/False Questions 1. _______ Parenthetical definitions generally 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. _______ Definitions should never be placed in the margin of a text.

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 definition 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. (e) None of the answers is correct.

51 Copyright © 2017, 2014, 2011 Pearson Education, Inc.

15.

Definitions should be (a) judgmental. (b) engaging. (c) impressionistic. (d) eclectic. (e) concise.

16.

An expanded definition should be placed (a) at the beginning of a long document. (b) in an appendix. (c) in the conclusion of the document. (d) either at the beginning of a long document or in an appendix, depending upon the purpose. (e) None of these answers are correct.

17.

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

18.

Sound strategies for definitions include (a) using circular definitions. (b) avoiding visuals. (c) classifying the item precisely. (d) making distinguishing features broad. (e) All of these answers are correct.

19.

Which of the following is not a method of expansion? (a) explaining required conditions (b) limiting the definition to one sentence (c) comparing and contrasting (d) analyzing parts (e) identifying the operating principle

20.

Which of the following statements is most accurate? (a) Definitions have legal, ethical, societal, and global implications. (b) Definitions have only legal and ethical implications. (c) Definitions have only ethical implications. (d) Definitions have only legal implications. (e) None of these answers are correct.

52 Copyright © 2017, 2014, 2011 Pearson Education, Inc.

ANSWER KEY 1.

T

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.

e

16.

d

17.

e

18.

c

19.

b

20.

a

53 Copyright © 2017, 2014, 2011 Pearson Education, Inc.

CHAPTER 18. Technical Descriptions, Specifications, and Marketing Materials True/False Questions 1. _______ An audience and purpose statement is not 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, even if they don’t need it.

5. _______ Any item can be described in many ways.

6. _______ Consumers are the primary audience for specifications.

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

8. _______ Specifications are a type of description.

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 descriptions are __________________ descriptions and ________________ descriptions.

13.

Examples of technical marketing materials include ______________ and ______________.

Multiple-Choice Questions 14.

Effective technical descriptions (a) incorporate numerous emotional details. (b) include a title, brief introduction, a sequence of topics, and a conclusion. (c) include many digressions. (d) rely on text only. (e) All of these answers are correct.

54 Copyright © 2017, 2014, 2011 Pearson Education, Inc.

15.

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

16.

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

17.

Visuals in descriptions (a) should rarely be used. (b) never require labels or captions. (c) can be used to restate, repeat, or reinforce the prose. (d) should be as complicated as possible. (e) All of these answers are correct.

18.

When preparing technical marketing materials, (a) avoid visuals and color. (b) limit the use of the product’s name. (c) write about the product in very general terms. (d) use formal language. (e) consider including a FAQ list.

19.

When writing specifications, (a) use consistent terminology. (b) provide a lengthy and very detailed introduction. (c) avoid referring to other specifications. (d) limit the use of lists. (e) a and b.

20.

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

55 Copyright © 2017, 2014, 2011 Pearson Education, Inc.

ANSWER KEY 1.

F

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.

Answer could include any combination of the following: Web pages, brochures, letters, large color documents, fact sheets.

14.

b

15.

d

16.

e

17.

c

18.

e

19.

a

20.

c

56 Copyright © 2017, 2014, 2011 Pearson Education, Inc.

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. _______ Accessible design is important for instructions.

10. _______ The steps in procedures must always be numbered.

Fill-in-the-Blank Questions 11.

Visuals that use simple line drawings, arrows, and call-outs but no text are called ________________ instructions.

12.

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

Multiple-Choice Questions 13.

When choosing the phrasing of each step of instructions for a North American audience, use (a) parallel phrasing. (b) imperative mood. (c) active voice. (d) affirmative phrasing. (e) All of these answers are correct.

57 Copyright © 2017, 2014, 2011 Pearson Education, Inc.

14.

Strategies for writing helpful instructions include all of the following except (a) logically ordering steps. (b) offering examples. (c) omitting background. (d) providing troubleshooting advice. (e) incorporating visual elements.

15.

Choose the most effectively written instruction: (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.” (e) Keep your hair away from the shredder, and you should also keep your sleeves away.

16.

When incorporating visuals into instructions, (a) illustrate difficult steps, especially for less specialized readers. (b) illustrate all actions, even those simple enough for readers to visualize on their own. (c) parallel the reader’s angle of vision in performing an activity or operation. (d) a and b. (e) a and c.

17.

For an appropriate amount of detail in instructions, (a) focus on the product, not the task. (b) divide the task into simple steps and sub-steps. (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. (e) All of these answers are correct.

18.

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

58 Copyright © 2017, 2014, 2011 Pearson Education, Inc.

19.

Well-designed instructions will (a) place visuals and prose steps apart from one another. (b) use a layered approach for lengthy instructions. (c) separate each step visually. (d) b and c. (e) a and c.

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. (e) All of these answers are correct.

59 Copyright © 2017, 2014, 2011 Pearson Education, Inc.

ANSWER KEY 1.

F

2.

F

3.

F

4.

F

5.

T

6.

T

7.

F

8.

T

9.

T

10.

F

11.

wordless

12.

cautions, warnings, danger notices

13.

e

14.

c

15.

d

16.

e

17.

b

18.

d

19.

d

20.

a

60 Copyright © 2017, 2014, 2011 Pearson Education, Inc.

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. _______ Minutes are often distributed via email.

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

9. _______ Trip reports help managers monitor employee activities.

10. _______ In a recommendation report, do not summarize the problem or situation; instead, provide only the recommended actions.

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 time period, whereas _____________________ reports summarize accomplishments on a specific project.

Multiple-Choice Questions 14.

Analytical reports (a) provide information. (b) provide conclusions. (c) evaluate and interpret information. (d) a and b. (e) a, b, and c.

61 Copyright © 2017, 2014, 2011 Pearson Education, Inc.

15.

In a trip report, (a) do not include the names of people and places. (b) avoid personal impressions. (c) express a willingness to answer follow-up questions. (d) b and c. (e) a, b, and c.

16.

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

17.

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

18.

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

19.

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

62 Copyright © 2017, 2014, 2011 Pearson Education, Inc.

20.

When writing recommendation reports, (a) begin with a long and detailed subject line. (b) discuss the background in detail but keep the recommendation as brief as possible. (c) use an obsequious tone. (d) end with a list of benefits for taking action. (e) make headings broad and general.

21.

Peer review reports (a) begin by enumerating the negative points. (b) support criticism by offering specific examples. (c) are never written in memo format. (d) avoid offering suggestions or resources. (e) end by re-emphasizing all the negative points.

63 Copyright © 2017, 2014, 2011 Pearson Education, Inc.

ANSWER KEY 1.

T

2.

F

3.

F

4.

F

5.

F

6.

T

7.

T

8.

F

9.

T

10.

F

11.

informational, analytical

12.

peer review

13.

Periodic activity, progress

14.

e

15.

d

16.

a

17.

b

18.

c

19.

e

20.

d

21.

b

64 Copyright © 2017, 2014, 2011 Pearson Education, Inc.

CHAPTER 21. Formal Analytical Reports True/False Questions 1. _______ A typical question answered by a formal report is “How do I do X?” 2. _______ A formal report may address two or more categories of approaches: comparative, causal, and feasibility.

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

4. _______ A superficial analysis in a formal report is often the most useful type of analysis.

5. _______ A letter of transmittal is not part of the report but is considered front matter.

6. _______ The headings and sub-headings in the table of contents should exactly match the headings and sub-headings in the report.

7. _______ 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.

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

9. _______ Most formal reports are written for decision makers.

10. _______ Incorporate as many visual elements as possible and place them all at the end of the 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) carefully analyzes both opposing and supporting data. (c) includes opposing evidence but downplays it. (d) b and c. (e) None of these answers are correct.

65 Copyright © 2017, 2014, 2011 Pearson Education, Inc.

15.

Appropriate content for a letter of transmittal might be (a) acknowledging individuals who helped with the report. (b) referring to specific portions of the report. (c) offering personal observations. (d) a and b. (e) All of these answers are correct.

16.

A table of contents should include (a) the title page. (b) a letter of transmittal. (c) the abstract. (d) the list of tables and figures. (e) c and d.

17.

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

18.

An effective comparative analysis (a) avoids the block pattern of discussion. (b) makes comparisons based on indefinite criteria. (c) gives each item balanced treatment. (d) avoids using examples to clarify points. (e) All of these answers are correct.

19.

The elements of an effective analytical report include (a) minimally interpreted data. (b) excessive data. (c) an infusion of personal bias. (d) a clearly identified problem or purpose. (e) None of these answers are correct.

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 (e) conclusion

66 Copyright © 2017, 2014, 2011 Pearson Education, Inc.

21.

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

67 Copyright © 2017, 2014, 2011 Pearson Education, Inc.

ANSWER KEY 1.

F

2.

T

3.

F

4.

F

5.

T

6.

T

7.

T

8.

F

9.

T

10.

F

11.

end matter

12.

Comparative, causal

13.

appendices

14.

b

15.

e

16.

e

17.

d

18.

c

19.

d

20.

d

21.

c

68 Copyright © 2017, 2014, 2011 Pearson Education, Inc.

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 background section of a proposal may be brief or long, depending on the audience’s knowledge of the situation.

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. _______ Informal internal proposals often take the form of an email or a memo.

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.

An effective proposal (a) demonstrates a clear understanding of the audience’s needs. (b) uses an appropriate format. (c) identifies benefits of solving the problem. (d) offers a realistic solution. (e) All of these answers are correct.

69 Copyright © 2017, 2014, 2011 Pearson Education, Inc.

15.

Besides being clear, the proposal plan must be (a) inexpensive. (b) overly optimistic. (c) creative. (d) realistic. (e) b and d.

16.

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

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. (e) All of these answers are correct.

18.

Avoid all of the following in a proposal except (a) an inducement for readers to act. (b) excessive detail. (c) passive language. (d) exaggerated claims. (e) a broad title.

19.

Which of the following components may be included in a formal proposal? (a) table of contents (b) references list (c) a letter of transmittal (d) a and b (e) a, b, and c

20.

When choosing sources to support your proposal, (a) cite all sources of common knowledge. (b) limit your sources to major background studies. (c) ignore the most recent studies. (d) do not acknowledge sources with a point of view different from your own. (e) All of these answers are correct.

70 Copyright © 2017, 2014, 2011 Pearson Education, Inc.

ANSWER KEY 1.

F

2.

T

3.

T

4.

T

5.

T

6.

F

7.

F

8.

T

9.

F

10.

T

11.

research, planning, sales

12.

Solicited, unsolicited

13.

request for proposals

14.

e

15.

d

16.

e

17.

b

18.

a

19.

e

20.

b

71 Copyright © 2017, 2014, 2011 Pearson Education, Inc.

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 not a useful tool in a presentation.

3. _______ Begin and end every presentation with a visual.

4. _______ Before giving your talk, you should rehearse it at least once.

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.

List three of the five types of oral presentation: _________________, __________________, and ______________________.

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. (e) None of these answers are correct.

72 Copyright © 2017, 2014, 2011 Pearson Education, Inc.

15.

To manage 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. (d) do not announce a specific time limit for questions. (e) answer every question with lengthy responses.

16.

Extemporaneous delivery style is (a) the style most suited for very formal speeches to large, unfamiliar audiences. (b) effective for moderately complex topics. (c) the best style to use when time limits are strict. (d) not the best style for a presentation with visual elements. (e) the ideal delivery style for the highly nervous speaker.

17.

If you are nervous about making eye contact, strategies to use include (a) looking just above the heads of people in the audience. (b) locating a friendly face or two and then gradually expanding to other audience members. (c) staring at one person who smiles at you. (d) a and b. (e) a, b, and c.

18.

To create readable and understandable visuals, (a) use the brightest color for what is least important. (b) chunk material into large sections. (c) distill the message into the fewest words possible. (d) use lengthy, complicated sentences. (e) avoid labeling diagrams and illustrations.

19.

When presenting visuals, (a) turn your back on the audience and look at the visuals on the screen. (b) leave the equipment on even when you are not using it. (c) discuss them generally, without pointing to important elements. (d) avoid displaying them until you are ready to discuss them. (e) stand directly in front of the screen displaying the visuals.

20.

To prepare for a video conference or other distance presentation, (a) prepare the slides well in advance. (b) determine if you should use a Webinar, Skype, or other video. (c) use a slide sharing site to allow those who can’t attend the video conference to access the presentation. (d) test the video connection of the site. (e) All of these answers are correct.

73 Copyright © 2017, 2014, 2011 Pearson Education, Inc.

ANSWER KEY 1.

F

2.

F

3.

F

4.

T

5.

F

6.

T

7.

F

8.

F

9.

T

10.

T

11.

Any combination of the following is correct: informative, persuasive, training/instructional, action plan, sales.

12.

impromptu

13.

storyboard

14.

a

15.

b

16.

b

17.

d

18.

c

19.

d

20.

e

74 Copyright © 2017, 2014, 2011 Pearson Education, Inc.

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. _______ Use a formal and academic tone when writing for an external corporate blog.

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.

To address the needs of a global audience, your Web pages should (a) be written in clear, simple English. (b) not include cultural references and humor. (c) offer different language options. (d) avoid images and colors that are offensive to specific cultures. (e) All of these answers are correct.

75 Copyright © 2017, 2014, 2011 Pearson Education, Inc.

14.

Readers expect Web pages to (a) have very little, if any, white space. (b) be easy to enter, navigate, and exit. (c) be dominated by numerous visuals. (d) include lots of special effects. (e) a and b.

15.

When writing for a Web page, you should (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. (e) None of these answers are correct.

16.

A well-designed Web page (a) includes few, if any, headings. (b) incorporates many different fonts and styles. (c) has very skinny margins. (d) uses hyperlinks to direct readers to other information. (e) b and c.

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. (e) a and b.

18.

If you locate a copyrighted visual on the Web that you want to use on your own page, your best course of action is to (a) seek a copyright-free alternative. (b) obtain written permission to use the visual. (c) use it without obtaining permission. (d) a or b. (e) a, b, or c.

19.

Companies use blogs to (a) enhance the morale in an organization. (b) facilitate customer feedback on products and services. (c) keep internal company technical information updated. (d) a and b. (e) a, b, and c.

76 Copyright © 2017, 2014, 2011 Pearson Education, Inc.

ANSWER KEY 1.

T

2.

T

3.

T

4.

F

5.

F

6.

F

7.

T

8.

F

9.

T

10.

T

11.

Chunking

12.

F

13.

e

14.

b

15.

a

16.

d

17.

c

18.

d

19.

d

77 Copyright © 2017, 2014, 2011 Pearson Education, Inc.

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 Twitter to announce job openings.

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 never requires writers to use a professional tone.

9. _______ When audience members contribute information to customer review sites, fact-checking the information isn’t necessary.

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

Fill-in-the-Blank Questions 11.

The social media tool that requires 140 characters or less for postings is called ______________.

12.

A ______________ is a person who screens comments on a social media site before they are posted.

Multiple-Choice Questions 13.

Social networks are used by (a) companies. (b) non-profit organizations. (c) individuals. (d) companies and individuals. (e) companies, non-profit organizations, and individuals.

78 Copyright © 2017, 2014, 2011 Pearson Education, Inc.

14.

Which of the following might help you in a job search? (a) your own network of friends and colleagues (b) Twitter (c) LinkedIn (d) Facebook (e) All of the above.

15.

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

79 Copyright © 2017, 2014, 2011 Pearson Education, Inc.

ANSWER KEY 1.

F

2.

T

3.

T

4.

T

5.

T

6.

F

7.

T

8.

F

9.

F

10.

T

11.

Twitter

12.

moderator

13.

e

14.

e

15.

c

80 Copyright © 2017, 2014, 2011 Pearson Education, Inc.