Glossary Terms Flashcards
1
Q
A time management strategy that allows you to arrange your daily tasks according to priority.
A
A-B-C Method
2
Q
An unethical ticketing practice in which clients buy two round-trip discount tickets for less than the cost of one round-trip ticket at full fare, thus circumventing certain restrictions on the discount tickets by rearranging departures and returns.
A
Back-to-Back Ticketing
3
Q
Organizations that sell travel agent identification cards to the general public, under the guise of bona fide employment in the travel industry, promoting access to travel industry discounts.
A
Card Mills
4
Q
An unethical reservations practice of booking two reservations for an individual at the same time.
A
Doublebooking
5
Q
Moral principles of right conduct.
A
Ethics
6
Q
An unethical ticketing practice in which clients buy a less expensive ticket with a connection then actually end their trip at the connecting city.
A
Hidden-City Ticketing
7
Q
An occupation requiring a specialized body of knowledge.
A
Profession
8
Q
The term commonly used to describe people who earn their living by practicing some skill or engaging in some activity that requires expertise.
A
Professional
9
Q
The quality demonstrated by professionals who possess the skills and knowledge to perform their jobs with expertise and who are committed to the standards of the occupation and to the interests of the client.
A
Professionalism
10
Q
Files that remind you to do something, to assist with time management.
A
Tickler Files
11
Q
A record of what you do and how long it takes you to do it, to assist with time management.
A
Time Log
12
Q
The products or services that you offer your customers. This is the reason you are in business.
A
Core Service
13
Q
The person from outside the business who comes to the business to buy the products or services offered.
A
External Customer
14
Q
A small group of customers gathered together with a trained moderator to discuss a particular issue.
A
Focus Group
15
Q
Anyone inside the organization who depends on you in order to get their job done.
A
Internal Customer
16
Q
Brief opportunities that occur during a customer encounter when you have a chance to leave a lasting impression with that customer.
A
Moments of Truth
17
Q
Upgrading or converting the client to a more expensive or inclusive version of a product or service, for example, an outside rather than an inside cruise stateroom.
A
Upselling
18
Q
Service that exceeds the expectations of your customer and enhances the perceived value of doing business with you or the company you represent.
A
Value-Added Service
19
Q
Listening technique used to show customers that you value what they are saying.
A
Acknowledge
20
Q
The positive results provided by travel products, as perceived by the customer.
A
Benefits
21
Q
Listening technique used to get more information about your customers’ needs.
A
Clarify
22
Q
Successfully lead a customer to a buying decision.
A
Close the Sale
23
Q
Questions that invite precise, brief answers, usually in the form of “Yes” or “No,” such as “Have you been to this destination before?”
A
Closed Questions
24
Q
Listening technique used to check your understanding of the customer’s needs.
A
Confirm
25
Offering extra products and services that go beyond a core product, such as a rental car with an air ticket.
Cross-Selling
26
The sales approach in which salespeople act as consultants whose knowledge, skill, and motivation will lead buyers to purchase decisions that best suit their needs.
Customer-Focused Selling
27
The inherent characteristics of a travel product.
Features
28
Specialized terminology used by people who share a similar profession, such as travel.
Jargon
29
The initial point of contact that directs you to new prospects.
Lead
30
Questions that encourage people to talk, such as "What did you have in mind?" or "How have you enjoyed traveling in the past?"
Open Questions
31
Travel providers that have negotiated extra commission rates with your agency based on attainment of sales objectives.
Preferred Suppliers
32
Asking questions to delve deeper for more information.
Probing
33
The process of finding new customers or identifying prospective purchasers.
Prospecting
34
The process of asking thoughtful questions and listening for key responses to determine the customer's travel needs.
Qualifying
35
A series of inter-related steps that describes the sales process.
Sales Cycle
36
The sales technique that requires skilled sales professionals to adapt the steps of the sales cycle appropriately to both satisfy the customer's needs and keep the process moving toward a buying decision.
Situational Selling
37
The technique of asking questions like "How does that sound?" or "Will that work for you?" throughout the sales process in an attempt to gain your customers' agreement and moving them closer to the close of the sale.
Trial Closing
38
Upgrading or converting the client to a more expensive or inclusive version of a product or service, for example, an outside rather than an inside cruise stateroom.
Upselling
39
The relationship between price paid and performance received or benefits perceived.
Value
40
Additional services or products that support or enhance the travel experience to make it more convenient for the customer.
Value-Added
41
A set of divergent aims, methods, and behaviors.
Conflict
42
Doing right things.
Effective
43
Doing things right.
Efficient
44
Statements of specific, measurable results to be achieved in accomplishing the objectives.
Goals
45
One who influences others to achieve a vision.
Leader
46
The reason or purpose why an organization, department, or project team exists.
Mission
47
A supportive system of sharing information and services among people and groups with common interests.
Network
48
A structured approach, without much discussion, that narrows a list of options, resulting in the selection of one or more choices.
Nominal Voting Technique
49
Broad statements of a desired future condition based on what needs to be achieved.
Objectives
50
An analysis tool used for separating the few significant factors from the insignificant many.
Pareto Chart
51
Descriptions of specific tasks required to accomplish goals.
Strategies
52
The interaction of two or more people or teams so that their combined results are greater than the sum of their individual efforts.
Synergy
53
Work assigned or taken on as part of one’s responsibilities.
Tasks
54
Any group that is committed and organized to work together to achieve a common purpose.
Team
55
The general direction in which something tends to move.
Trend
56
A deeply held set of beliefs that guide organizational behavior.
Values
57
Listening that occurs when a person takes the responsibility to understand something, without any prejudgment, by inviting the communication to continue.
Active Listening
58
The way people act.
Behaviors
59
Time that is under your control and is needed to work on important goals.
Discretionary Time
60
Describes a person who is doing things right.
Efficient
61
Describes a person who is doing the right things.
Effective
62
Planning, organizing, directing, and following up.
Functions of Management
63
Occurs when the sender and receiver of a message have a common understanding of the message sent.
Good Communication
64
States that 80 percent of the work gets done in 20 percent of the time.
Pareto Principle
65
States that work expands to fill the time available for its accomplishment.
Parkinson's Law
66
A predetermined course of action.
Planning
67
Deciding when to do things.
Scheduling
68
Playing back, in your own words, all the major points that have been covered.
Summarizing
69
A category of travel that consists of a group of people who share a common hobby, interest, or activity, or who are united through regular participation in shared outings. Often it is treated as a subcategory of leisure travel.
Affinity Group Travel
70
A person whose life is centered on varied interests. There people are outgoing, confident, and curious. Also sometimes called a venturer.
Allocentric
71
A category of travel that consists of travel services provided to a business for an employee who is traveling to conduct the business of the firm.
Business Travel
72
The science of understanding why people make buying decisions.
Buyer Psychology
73
A method of classification or grouping people with similar characteristics together. Demographic measurements include age, sex, income, and employment.
Demographics
74
Travel that is undertaken because the traveler chooses to do so.
Discretionary Travel
75
Travel that is undertaken by travel counselors to learn about a destination or travel product.
Familiarization Trips
76
Travel offered by companies in order to reward employees for their accomplishments.
Incentive Travel
77
Travel bought by individuals or groups for pleasure.
Leisure Travel
78
Travel that is undertaken to attend an organized event or meeting.
Meeting Travel
79
A person who travels in order to break from the routine, and to strike a healthy balance between work and play.
Mid-Centric
80
Travel in which the traveler has no choice about dates or destination.
Non-Discretionary Travel
81
A person whose thoughts are centered on the small, everyday problems of the self. This type of person is inhibited and unadventurous, and values familiarity and comfort in travel. Also sometimes called a dependable or an authentic.
Psychocentric
82
A method of classification or grouping people with similar characteristics together. Psychographic characteristics include values, beliefs, and lifestyle.
Psychographics
83
The bank with the relationship with the merchant. The bank acquires—or accumulates—the credit card purchase slips for processing into the payment system.
Acquiring Bank
84
An additional security feature that indicates that the person presenting the card also knows personal information about the cardholder, such as the home billing address for that card.
Address Verification System (AVS)
85
A list provided by a company detailing the employees who are approved to travel using the company’s payment arrangements.
Approved-to-Travel List
86
The last copy of an airline ticket.
Auditor's Coupon
87
The indication from the credit card company that the card is in good standing and has not been reported stolen and that the amount is not over the credit limit.
Authorization Code
88
A three-digit security number in italics is imprinted in the signature panel for MasterCard, VISA and Discover. The American Express card number is printed on the face of the card and contains four digits. It is generated with a mathematical algorithm to match only the account number of that card. When someone is able to give this number, it proves that he or she has the card in hand.
Card Validation Code
89
An amount that is charged back through the system to the merchant. Generally, the bank notifies the merchant with a debit memo, which deducts the amount of the transaction from the merchant’s account.
Chargeback
90
The computer system used to make reservations; either the general system used for airlines or a particular system used by the agency.
Computer Reservation System (CRS)
91
A plastic card issued by a bank or credit card company to its client with an account number specific to that client. The bank or credit card company promises to pay for the purchases made by the client with that card, provided the merchant verifies that the card is in good standing.
Credit Card
92
Associations (such as MasterCard and VISA) comprising all member banks (both acquiring and issuing banks). The association authorizes, clears, and settles credit card transactions. The association also is responsible for supporting the card trademarks, including legal, marketing, security, technical, and administrative efforts.
Credit Card Associations
93
A document that reverses a charge made by a client.
Credit Voucher
94
A global standard in which credit cards carry computer chips that cut down on counterfeiting.
EMV
95
An act or statement that attempts to deceive, trick, or cheat.
Fraud
96
The bank with the relationship with the customer. It “fronts” money for purchases immediately back to the acquiring bank and then to the merchant, and subsequently collects the money from the customer.
Issuing Bank
97
The acquiring and issuing banks involved in credit card associations.
Member Banks
98
A number punched into the system when a debit card is presented for payment to prove that the person using the card is the rightful cardholder.
Personal Identification Number (PIN)
99
An electronic terminal connected via modem to the credit card association; used most often in retail establishments to obtain authorizations.
Point-of-Sale Terminal (POS)
100
The person listed on the account as allowed to make purchases with that credit card.
Rightful Cardholder
101
A report made to the credit card companies, generally weekly, about that week’s credit card transactions.
Sales Report
102
A hard-copy paper charge form detailing the sale.
Sales Slip
103
A special small character on the front of a credit card, stylized to show that the card belongs to the issuing company.
Security Character
104
A permanent record of a person’s signature or an imprint of a person’s credit card, which proves that the card belongs to that person.
Signature-on-File or Card-Imprint-on-File
105
When a credit card is swiped through an electronic point-of-sale terminal.
Swipe
106
A program created by MasterCard to identify fraud-prone merchant categories or specific merchants that are likely to commit fraud. Other credit card companies have similar systems.
System to Avoid Fraud Effectively (SAFE)
107
A type of routing in which the beginning and ending point of the itinerary is the same.
Circle Trip
108
A narrated sightseeing event that takes place wholly within the city limits (standard length of time: one-half day or full day). It includes transportation (usually motorcoach), services of a local guide, fees/admissions to local attractions, and meals if applicable.
City Sightseeing Tour
109
A narrated sightseeing event that takes place outside of the city limits, with a return to the originating point (excursions can be one-half day or up to several days in length). It includes transportation (usually motorcoach), services of a local guide, fees/admissions to local attractions, and meals if applicable.
Excursion
110
A tour for which the travel professional books all elements of the tour and designs a unique and individualized itinerary for an independent client.
FIT (Foreign/Fully Independent Traveler)
111
A type of routing that allows the client to stay in one “home base” for a period of time, while taking day trips and excursions. Similar to the hub-and-spoke system of the airlines.
Hub-and-Spoke
112
The logical, interesting, and sequential planning of all the elements of a trip — transportation, accommodations, sightseeing, visits to attractions, meals, and so forth.
Itinerary
113
A type of routing in which the arrival and final departure cities are different.
Open-Jaw
114
All components of a tour itinerary, including transportation segments, accommodations, and activities.
Tour Elements
115
Type of resort that includes accommodations, meals, entertainment, and a majority of on-site activities for a single price
All-Inclusive Resort
116
The positive qualities of a travel product, as perceived by the customer
Benefits
117
The inherent characteristics of a travel product
Features
118
Basic questions beginning with “Who,” “What,” “Where,” “When,” and “Why” that are often used to pre-qualify clients
Five "W"s
119
All of the activities that drive customers into your agency
Marketing
120
The process of asking some basic initial questions to assess the buying characteristics of your client
Pre-Qualifying
121
The actual cost of the vacation - the invoice amount
Price
122
The process of identifying your clients' needs by asking thoughtful questions and listening for key responses
Qualifying
123
Generic brochures that allow you to send a customized message to prospective clients
Shells
124
A sanction or approval from a legitimate source other than the salesperson
Third-Party Endorsement
125
The strategy of testing your client's readiness to buy
Trial Closing
126
The relationship between the price your customers pay and the benefits they receive
Value
127
Coverage provides cash payment for accidental loss of life or limb while traveling.
Accidental death and dismemberment insurance
128
Coverage that reimburses for the purchase of essential items, such as toiletries and items needed until baggage is recovered if baggage is delayed more than a certain number of hours.
Baggage delay
129
Coverage that reimburses for expenses incurred due to theft, damage, or the mysterious disappearance of personal property.
Baggage loss
130
Coverage that reimburses the cost of damage to, or theft of, a rental car.
Collision loss/damage
131
Coverage that pays for transportation ordered by a doctor to the nearest adequate medical facility (a facility nearest to the insured’s location that can handle the condition). Pays up to the policy limit for a special medical escort if recommended in writing by a doctor. Medical repatriation helps cover costs for returning home once the insured is able.
Emergency medical transportation
132
The reasonable and necessary cost of treatment for injury or sickness—provided by a medical doctor, dentist, or professional nurse on an emergency or urgent basis—that is actually incurred by the insured (e.g., if the insured needs a prescription when he or she gets the flu).
Medical/dental expense
133
An injury, illness of the clients (or that of a family member or traveling companion) that existed during a defined time frame before the date the client bought the insurance and paid a deposit for the trip.
Pre-existing condition
134
Coverage that pays 100 percent of cost to the covered benefit amount. (That is, the travel insurance company pays first. There is no need to file with another carrier such as a medical or homeowner’s insurance company, airlines, and so on.) No deductible or copayment is required.
Primary coverage
135
Insurance coverage and assistance services that safeguard the consumer before, during, and the trip.
Travel Protection
136
Coverage that protects the insured’s financial investment if his or her trip is canceled or interrupted for covered, unforeseen reasons such as a medical condition, bad weather, unannounced labor disputes, termination of employment (only some companies), or financial default.
Trip cancellation/trip interruption
137
Coverage that reimburses up to policy limits each day for reasonable additional accommodations and travel expenses, such as meals, taxis, and so on, when client is delayed more than a certain number of hours.
Trip delay
138
A program from the United States Tour Operators Association that covers travelers’ deposits and payments for up to $1 million in the event that a USTOA active member company declares bankruptcy
USTOA's $1 Million Travelers Assistance Plan
139
An endorsement or recommendation from a third party
Testimonial
140
A method of grouping people together according to difficult to measure factors such as values, beliefs, and lifestyle
Psychographics
141
Gaining many little agreements that lead up to the major agreement
Pre-closing
142
Prepaid, prearranged travel programs that include accommodations and other components such as transfers, rental cars, sightseeing excursions, meals, and/or admissions to attractions; may also include air transportation
Foreign Independent Tours (FITs)
143
Independent vacation packages that include air transportation, accommodations, and a rental car
Fly/Drive
144
An inherent characteristic of a product or service
Feature
145
Short (one-hour, half-day, or full-day) tours of a limited area, such as a city sightseeing tour
Excursions
146
A prearranged journey to one or more destinations that typically includes transportation, accommodations, sightseeing, and other components—plus the services of a professional tour director or escort from arrival at the first destination to departure at the final stop on the itinerary
Escorted Vacation
147
A method of classifying people based on measurable factors such as age, sex, income, and employment
Demographics
148
Keeping detailed records of clients’ demographic and psychographic data to segment the market and target qualified prospects
Database Marketing
149
Questions that lead your client to the notion of escorted vacation travel
Assertive Questions
150
The side of a mountain facing the wind.
Windward
151
The portion of the earth including North and South America, Greenland, plus all adjacent islands and Hawaii.
Western Hemisphere
152
Mountains that have openings from which heated solid, liquid, and gaseous matters are ejected. Three types are: dormant (can erupt again), active, and extinct.
Volcanoes
153
A line of latitude that lies at 23.5 degrees south of the equator, which in combination with the Tropic of Cancer defines the tropical climatic region.
Tropic of Capricorn
154
A line of latitude that lies at 23.5 degrees north of the equator, which in combination with the Tropic of Capricorn defines the tropical climatic region.
Tropic of Cancer
155
A study of the world and its destinations, presenting what is relevant and practical to the travel professional.
Traditional Geography
156
A study of the world and its destinations as seen through the eyes of a travel agent, about what is relevant and practical to the travel professional.
Tourism Geography
157
The earth is divided into 24 zones, each with a width of 15 degrees longitude. Within each zone the time is one hour different than that in a neighboring time zone.
Time Zones
158
All places on earth south of the equator.
Southern Hemisphere
159
Indicates where various transportation systems travel, for example, airline and rail route maps.
Route Map
160
Large natural inland streams of running water.
Rivers
161
Shows natural features of the land: mountain ranges, peaks, valleys, rivers, and coastlines. Colors or shading are used to show elevation levels.
Relief Map
162
Offshore ridges of land that rise to or just below the surface of the ocean.
Reefs
163
The line of longitude running through Greenwich, England at zero degrees.
Prime Meridian
164
Shows country, state boundaries, coastlines, island nations, major bodies of water, country names and capitals.
Political Map
165
The study of the earth’s natural features and geography.
Physical Geography
166
Land projections extending into the water that are longer than capes.
Peninsula
167
Manor houses, castles, monasteries, and mansions that have been converted to hotels and inns; boast the local history and charm of the region. Located in Puerto Rico and Spain.
Paradores
168
All places on earth north of the equator.
Nothern Hemisphere
169
Land elevations that affect travel due to their effect on climate.
Mountains
170
Tiny political units that are holdovers from medieval times. Some micro-states include Andorra, Gibraltar, Liechtenstein, Monaco, San Marino, and Vatican City (inside the city of Rome, Italy).
Micro-States
171
Meridians or lines that are drawn north to south, converging at the poles, that measure degrees east and west of the prime meridian, which runs through Greenwich, England.
Longitude
172
Found in various reference books; usually represent a small area (city or an island, for example) and identifies major hotels, attractions, and major streets.
Locator Maps
173
The side of the mountain facing away from the wind.
Leeward
174
Parallel lines of measurement drawn from east to west between the equator and north and south poles that measures degrees north and south of the equator.
Latitude
175
Bodies of water that are encircled completely by land and are generally smaller than seas or gulfs.
Lakes
176
Small bodies of land surrounded by water.
Islands
177
An arbitrary line that is located halfway around the world from the prime meridian at which the date changes.
International Date Line
178
Focuses on people and their patterns of settlement and activity.
Human Geography
179
Large areas of the ocean water that penetrate into a land mass.
Gulf
180
The time at the prime meridian that serves as the basis of all world time. Places to the east of GMT are later in time; places to the west of GMT are earlier in time.
Greenwich Mean Time
181
The most accurate type of map because it represents the earth in three dimensions.
Globes
182
Two-dimensional representation of a sphere.
Flat Map
183
Inlets that are deeply indented into the coastline and are narrow with steep cliffs.
Fjords
184
Active cattle ranches in South America that offer room and board at reasonable prices.
Estancias
185
The portion of the earth including Europe, Asia, Africa, Australia, and the majority of the islands in the Pacific Ocean.
Eastern Hemisphere
186
Portion of the surface of the earth in which there is little or no rainfall.
Desert
187
Largest land masses on earth that include: North America, South America, Asia, Africa, Australia, Antarctica, Europe.
Continents
188
Small and low islands comprised of sand and coral.
Cays
189
Land projections extending into the water that are shorter than peninsulas.
Capes
190
Deep, narrow valleys having high, steep cliffs.
Canyons
191
Areas of ocean water, smaller than gulfs, that penetrate landmass but are less enclosed by land.
Bays
192
A type of accommodation found throughout the jungle regions of the Amazon basin, some of which are extremely primitive; many lodges don’t have running water or electricity; only for the adventurous.
Amazon Safari Lodges
193
Resorts found around the globe, offering resort living at one price that may include airfare, room, meals, tips, entertainment, and use of all sports equipment.
All-Inclusives
194
Occurs when you fill the natural pauses in your speech patterns with sound.
Verbalized Pause
195
Words or phrases tacked on to the end of statements that disrupt the flow from one thought to the next.
Verbal Disrupter
196
Human responses expressed in words.
Verbal Communication
197
Occurs when we end our sentences in a higher pitch, as if we are asking a question.
Uptalking
198
A speaker-to-receiver zone of 4 to 12 feet that is usually used for impersonal message exchange.
Social Distance
199
The first stage in the listening process, which occurs when sound waves reach our ears and we become aware that someone is trying to communicate with us.
Sensing
200
The process of seeing what we want to see and hearing what we want to hear.
Selective Perception
201
Ineffective listeners who hear remarks only of obvious interest to them and filter out those messages that are not of instant relevance.
Selective Listeners
202
The fourth stage in the listening process, in which we take action as a result of the message.
Responding
203
A speaker-to-receiver zone of 12 feet to limit of sight that is appropriate for public speaking situations.
Public Distance
204
A speaker-to-receiver zone of 18 inches to 4 feet that represents the most common distance for communication in the workplace.
Personal Distance
205
The way in which objective data are interpreted by individuals.
Perception
206
Restating for the speaker what you believe is the essence of what has just been said; to reword the meaning of what was said.
Paraphrasing
207
Questions that attempt to evoke a complex response that draws on the knowledge and experience of the person answering.
Open Questions
208
All the kinds of human responses not expressed in words.
Nonverbal Communication
209
Rules governing the proper, professional, and polite way to communicate with people online.
Netiquette
210
A deliberate, mental process in which the physical messages are interpreted and understood by the person who receives them; psychological process in which meaning is assigned to what is heard.
Listening
211
Specialized vocabulary used by people who share a similar profession.
Jargon
212
A speaker-to-receiver zone from 0 to 18 inches that is typically reserved for those whom we know well.
Intimate Distance
213
The second stage in the listening process, in which we assign meaning and importance to the sounds that we hear.
Interpreting
214
The exchange of messages and meaning between two people.
Interpersonal Communication
215
Ineffective listeners who hear only those messages that are pleasant, while blocking out messages that are negative or unpleasant.
Insulated Listeners
216
Ineffective listeners who take everything they hear literally and ignore the tone of voice used by the speaker.
Insensitive Listeners
217
A purely physical phenomenon in which sound waves are received by the eardrum.
Hearing
218
All the verbal and nonverbal messages that we send out in response to our partners’ communication; any message, intentional or unintentional, sent by the listener to the speaker.
Feedback
219
A communication style characterized by enthusiasm, humor, and liveliness.
Expressive
220
The third stage in the listening process, in which we weigh the content of the message, sort fact from opinion, and render a judgment of the value of the message.
Evaluating
221
The ability to imagine another person’s point of view, to project yourself into another person’s situation in an effort to understand his or her thoughts and feelings.
Empathy
222
A communication style characterized by independence, efficiency, and decisiveness.
Driver
223
Meaning that is objective and abstract, like the definitions that exist in the dictionary.
Denotative
224
Ineffective listeners who take practically everything someone else says as a personal attack.
Defensive Listeners
225
Meaning that is subjective and emotional, like the definitions that exist in the perceptions of our listeners.
Connotative
226
Questions that limit the role of the person answering by seeking a brief answer such as “yes” or “no.”
Closed Questions
227
A communication error that occurs when people interpret words or phrases differently.
Bypassing
228
Nonverbal body actions such as gestures, body movements, facial expressions, eye behavior, and posture.
Body Language
229
A communication style characterized by seriousness, logic, and precision.
Analytic
230
A communication style characterized by friendliness, cooperation, and patience.
Amiable
231
Ineffective listeners who cannot wait to jump into the conversation to disagree with the speaker.
Ambushers
232
The level of listening that requires our highest degree of involvement; listening to help others by using verbal and nonverbal responses to express empathy for the speaker; listening for feelings and emotions.
Active Listening
233
Principle of business writing that refers to the ability to write clearly.
Clarity
234
Principle of business writing that involves presenting all the facts your reader will need to understand and respond to your message.
Completeness
235
Principle of business writing that means writing the message in as few words as possible.
Conciseness
236
The written component of various marketing communications, such as brochures and advertisements.
Copy
237
Principle of business writing that means ensuring that what you’ve written is accurate.
Correctness
238
Principle of business writing that means including remarks in your writing, showing consideration of your reader’s interests and feelings.
Courtesy
239
An organizational format that begins with the most important information — usually the conclusion and perhaps a recommendation.
Direct order
240
Cutting and rearranging text for final presentation.
Editing
241
Electronic mail; refers to communications sent from one computer to another.
Email
242
Refers to emotion icons or symbols resembling a face and used to express feelings in electronic messages.
Emoticon
243
A special kind of short report that condenses a complex or lengthy subject into one concise page and may be attached to the complete report.
Executive summary
244
An opening line that pulls the reader into the story.
Hook
245
Includes any type of fact gathering short of a formal, controlled survey.
Informal research
246
A style of writing in which key facts are up front, generally in the first paragraph, and sometimes in the lead sentence; supporting details follow in decreasing order of importance.
Inverted pyramid
247
Refers to etiquette rules concerning the proper, professional, and polite way to communicate with people online.
Netiquette
248
An organized method to disseminate news about your business (formerly called a press release).
News release
249
The process of checking what you’ve written for changes or corrections that need to be made.
Proofreading
250
A written document that presents a solution to fulfill a need.
Proposal
251
An orderly, objective written message to assist in decision making or problem-solving.
Report
252
Describes a problem to be solved and invites respondents to present their proposed solution.
Request for proposal (RFP)
253
The attitude you convey about your written message.
Tone
