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Exam 16: Document Format Guide

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Question 21

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Most e-mail messages should be organized using the direct strategy.

A) True
B) False

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Question 22

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A wiki is a website with journal entries on any imaginable topic usually written by one person.

A) True
B) False

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Question 23

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Revise the following poorly written opening of a claim letter requesting an exchange of a smartphone still under warranty. Write the opening sentence only. My TravelerXtra smartphone was purchased from your online store on September 15, 2014, for your attractive price of $228.88 plus $24.48 shipping and handling with no service contract required. I have used my TravelerXtra for business texting, e-mailing, and phoning ever since, which was exactly what I needed it to do. Yesterday my TravelerXtra shut itself down out of the blue, and I can't use it for anything. Now I'm without a business tool and over $250, which makes me feel ripped off because I received only one month of service from this phone. When I tried to exchange it at one of your land-based stores, the clerk told me, "No way, dude. You buy online, you fly online." Now what?

Which of the following statements about social networking in the workplace is most accurate?

One advantage of podcasts is that they can broadcast repetitive information that does not require interaction.

Businesses now use social media sites to recruit employees.

The need for persuasive skills has diminished in today's corporate world.

Use the opening of a persuasive request to gain your reader's attention and interest.

Businesses use wikis to

Rewrite the following poorly written opening to an adjustment letter responding to a claim. Write the opening sentence only. We are extremely saddened to learn of the unfortunate failure of your TravelerXtra smartphone, and we apologize for any inconvenience it has caused you. Although company policy typically prevents us from offering a total replacement at no cost to you for defective products, we'll make an exception in your case. Therefore, we have enclosed a voucher for a new TravelerXtra smartphone that you can take to our store nearest you.

Ellen wants to create a blog for her business. What is the best advice for her to follow?

Which of the following openings is most appropriate for a straightforward claim letter?

Bad-news messages can be organized using the direct or indirect strategy. Identify one situation when each strategy would be appropriate $\text {\underline{ and} }$ identify the organizational pattern for each strategy.

Which of the following is not a characteristic of a goodwill message?

Identify one difference $\text {\underline{ and} }$ one similarity between e-mails and memos.

Persuasive requests should be organized

The bad feelings associated with disappointing news can generally be reduced if the receiver knows the reasons for the rejection, feels that the news was revealed sensitively, and believes that the matter was treated seriously and fairly.

All of the following are goals for a business writer who must communicate bad news except to

Sales messages are most effective if they follow the AIDA strategy. What are the four parts of the AIDA strategy?

A business letter is