Chapter 5: Daily Workplace Writing Channels

Question 1

why do people complain about emails

Answer 1

1. email overload

2. emails have everlasting evidence (lack confidentiality)

Question 2

when are emails apporpriate

Answer 2

1. short requests and responses
2. messaging multiple receivers
3. for messages that must be archived

Question 3

5 steps to drafting a professional email

Answer 3

1. craft compelling subject line
2. include a greeting
3. open with main idea
4. organize the body for readability and tone
5. close effectively

Question 4

avoid false dramatics and excessive use of capitals in an email’s

Answer 4

subject line

Question 5

what can give an email sentence tone

Answer 5

exclamation point

Question 6

what should you use to control your inbox

Answer 6

time management strategies

Question 7

checking emails a set time, utilizing the 2-minute rule, and letting others know your schedule are examples of

Answer 7

time management strategies

Question 8

Can you answer the email in 2 minutes? if not leave it for later

Answer 8

2-minute rule

Question 9

email answering technique ideal for requests for information

Answer 9

down-editing

Question 10

insert response into parts of the incoming message rather than drafting a new message

Answer 10

down-editing

Question 11

reduces confusion, saves writing and reading time, and opens with a courteous message

Answer 11

replying with down-editing

Question 12

4 best practices for professional email

Answer 12

1. getting started
2. replying
3. observing etiquette
4. closing effectively

Question 13

don’t write an ____ if another channel is better

Answer 13

email

Question 14

consider only sending content you would want published, and write a compelling subject line when

Answer 14

getting started writing an email

Question 15

when replying to an email do the 4 following:

Answer 15

1. answer within 24 hours
2. change subject line if subject changes
3. start with main idea
4. use headings and listings

Question 16

2 things to do do to close an email effectively

Answer 16

1. end with due dates

2. add contact info

Question 17

are useful for internal messages

Answer 17

memo

Question 18

memos are useful for internal messages that require

Answer 18

permanent records or formality

Question 19

send a hard copy or as an email attachment

Answer 19

memo

Question 20

business letters are useful for important messages requiring: (5)

Answer 20

• permanent records
• confidentiality
• formality
• sensitivity
• well-considered presentation

Question 21

benefits of IM and texting

Answer 21

• real-time communication
• low cost and speed
• immediate and efficient

Question 22

4 risks of IM and texting

Answer 22

• distracting
• reveals privileged info
• liability burden
• security and compliance

Question 23

improper use of devices while on company business

Answer 23

liability burden

Question 24

4 examples of security and compliance

Answer 24

phishing, viruses, malware, spam

Question 25

3 advantages of texting

Answer 25

• quick
• unobtrusive
• best alternative to a phone call or email

Question 26

5 steps to texting etiquette

Answer 26

timing
introducing
addressing
expressing
responding

Question 27

don’t text when calling,

don’t answer phone during face-to-face convos

Answer 27

timing

Question 28

identify yourself when texting a new contact

Answer 28

introducing

Question 29

avoid sending confidential and private texts

Answer 29

addressing

Question 30

don’t use texts to notify sad news or urgent meetings

Answer 30

expressing

Question 31

advantages to wikis

Answer 31

you can erase and add to them

Question 32

wikis capitalize on

Answer 32

crowdsourcing

Question 33

taping into the combined knowledge of an online community to solve problems

Answer 33

crowdsourcing

Question 34

4 main uses for business wikis

Answer 34

1. global wikis
2. wiki knowledge base
3. wikis for meetings
4. wikis for project management

Question 35

companies use blogs for

Answer 35

public relations, customer relations, and crisis communication

Question 36

market research, viral marketing, online communities, internal communication, and recruiting are all ways that companies

Answer 36

use blogs

Question 37

7 tips for master bloggers

Answer 37

1. craft a catchy title
2. good opening paragraph
3. detailed body
4. include visuals
5. include calls to action
6. edit and proofread
7. respond respectfully

Question 38

allows businesses to connect with customers, sell products, share company news, and exchange ideas

Answer 38

social networking

Question 39

how do businesses use social networks

Answer 39

by crowdsourcing customers

Question 40

inviting customers input at the product design stage

Answer 40

crowdsourcing customers

Question 41

productivity losses, trade secrets being compromised, damaging employee posts, and internet audience wrath are

Answer 41

risks of social networking for businesses

Question 42

is sharing files a do or a don’t when using media professionally

Answer 42

don’t