CHAPTER 6 TEST YOUR KNOWLEDGE (p.

130)
1. You use memos and e-mail for internal communication because theyre more efficient than letters. They are less formal than letters, and their heading formats help readers quickly determine the source and purpose of the message. 2. Letters are used for external communication because they are more formal and make a good impression on readers. At times, you may also use e-mail for external communication, especially when your message is in response to e-mail messages you receive, your purpose is informal, and your audience expects and accepts e-mail as appropriate. 3. Most business letters appear more formal because they use letterhead stationery. They include an inside address and a formal salutation. Letters end with a complimentary close and a signature block. 4. Students may mention such points as keeping ideas organized, sentence lengths varied, and paragraphs short. They might also discuss using lists and bulleted items (to help busy readers who tend to skim a message) and using headings (to give readers clues about whats to follow). 5. Headings and subheadings serve several important functions: They show readers how the document is organized by labeling related paragraphs. When done well, they capture readers attention and make messages easier to read and skim. They also help readers see the relationship between main ideas and subordinate ones. 6. Increase the readability of e-mail messages by making the subject line informative. You can make email easy to follow by paying attention to screen appearance (limiting line length, avoiding styled text, limiting overall length to one screen or writing like a reporter who starts with the headline). You can also increase the readability of your e-mail messages by personalizing them (adding a salutation and complimentary closing, for example). Finally, be sure to observe e-mail etiquette by being courteous, brief, and careful. 7. Use the subject line in e-mail (and in memos) to capture your audiences attention. Make the subject line informative by making it do more than just describe or classify message content. Build interest with key words, quotations, directions, or questions. Also, when exchanging multiple e-mails with someone on the same topic, modify the subject line to reflect the revised message content. 8. You can be courteous when preparing your e-mail messages by composing offline, sending only necessary messages, knowing who your audience is, knowing your audiences culture, being clear about time, respecting your audiences schedule, not flaming, and using the priority feature with care. 9. To be careful when preparing e-mail messages, make sure you hit the right reply button, choose the reply to all button wisely, understand the use of the cc and bcc fields, slow down, re-read your message, and edit your e-mail carefully. 10. Short business messages can fall into one of three message categories: (1) routine, good-news, and goodwill; (2) bad-news; or (3) persuasive. These categories determine how you handle the opening, body, and closing of your messages so that they are as effective as possible.

APPLY YOUR KNOWLEDGE (p. 131)

1. Good internal communication helps employees feel that they are a part of the business process. They feel supported in their efforts and rewarded for their accomplishments. They believe their comments, suggestions, and problems will receive fair consideration, so any problems among co-workers are quickly and easily resolved. Knowing the companys objectives and having clear instructions on how to accomplish their tasks makes employees confident in their work. 2. Students may come up with a number of reasons for matching the formality of the situation and audience expectations. The exercise should get them thinking about audience focus and about which situations may be more formal than others. 3. Yes. Personalizing e-mail messages helps writers get their message across and achieve their goals. By warming up what could otherwise be a cold and faceless message, business writers gain more attention from their readers and help them accept the message in question. 4. Of course you can use an indirect approach in e-mail. Stating a subject doesnt necessarily mean stating your position on that subject. Rather than saying, Rejecting the Harrison proposal, you can simply say the Harrison proposal, and leave the rejection for the appropriate part of your message. 5. a. Probably not the best option. Your boss asked you to send e-mail, and unless you have a long and close relationship that allows you to make such a decision, you shouldnt change the assignment without her permission. b. If you refuse to contribute your own ideas and simply do as youre told, youll never earn the trust and confidence that could lead to a raise or a promotion. c. Perhaps the best option is to quickly discuss the issue with your boss. As busy as she has been, she may not have thought about anything beyond sending the message, and she may appreciate your views on the matter.