TEST BANK For Technical Communication, 16th Edition by John M. Lannon Chapter 1-24. by welldoneassistant

CONTENTS PART 1

COMMUNICATING IN THE WORKPLACE

Chapter 1 Introduction to Technical Communication

Chapter 2 Meeting the Needs of Specific Audiences

Chapter 3 Persuading Your Audience

Chapter 4 Weighing the Ethical Issues

Chapter 5 Teamwork and Global Considerations

Chapter 6 An Overview of the Technical Writing Process

PART 2

THE RESEARCH PROCESS

Chapter 7 Thinking Critically about the Research Process

Chapter 8 Evaluating and Interpreting Information

Chapter 9 Summarizing Research Findings and Other Information

PART 3

ORGANIZATION, STYLE, AND VISUAL DESIGN

Chapter 10 Organizing for Readers

Chapter 11 Editing for a Professional Style and Tone

Chapter 12 Designing Visual Information

Chapter 13 Designing Pages and Documents

PART 4

SPECIFIC DOCUMENTS AND APPLICATIONS

Chapter 14 Email, Texts, and Instant Messaging

Chapter 15 Workplace Memos and Letters

Chapter 16 Résumés and Other Job-Search Materials

Chapter 17 Technical Definitions

Chapter 18 Technical Descriptions, Specifications, and Marketing Materials

Chapter 19 Instructions and Procedures

Chapter 20 Informal Reports

Chapter 21 Formal Analytical Reports

Chapter 22 Proposals

Chapter 23 Presentations and Video Conferencing

Chapter 24 Web Pages and Social Media

PART 1—COMMUNICATING IN THE WORKPLACE CHAPTER 1 – Introduction to Technical Communication True or 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, even if the persuasion is implicit. 6. _____ Technical writers cannot be held responsible for faulty information, but the companies they work for can. 7. _____ A technical communicator might be called an information architect, technical editor, or content developer. 8. _____ Digital communication is the universal global standard for technical communication. Fill-In-The-Blank Questions 9. ________________ - centered documents focus on what people need to learn, do, or decide. 10. Communication and critical thinking are examples of __________________ skills. 11. Most technical documents are intended to persuade, inform, or ___________________. Multiple Choice Questions 12. Which document provides an example of technical writing primarily intended to persuade? (a) a grant proposal to obtain funding from a community agency (b) a training manual for coffee shop employees for making different drinks (c) instructions for assembling a desk 4

(d) a handout from a doctor explaining how to prepare for surgery 13. When trying to make sense of information, people should __________.

(a) consider how others might interpret the information (b) rely on Internet search technology to judge the credibility of a source (c) assume that information found by them should also be shared (d) let the data speak for themselves 14. Effective technical documents __________. (a) use visuals as a substitute for words when possible (b) include tangential information as a bonus to readers (c) avoid white space (d) stay away from integrating links 15. Compared to the others, which statement is most accurate? (a) As long as a document is persuasive, it need not be clear and efficient. (b) Instructions and procedures are two types of persuasive documents. (c) At some point, every job involves being a technical communicator. (d) Technical documents focus on the writer’s needs. 16. Technical communication__________. (a) avoids using chat sessions (b) generally focuses on highly trained technical audiences (c) emphasizes writing long technical passages (d) may include blog posts 17. When communicating globally, it is important to __________. (a) consistently deliver documents using informal language (b) emphasize face-to-face communication to ensure everyone gets to know each other (c) make sure to include hard-copy formats (d) adjust the form of communication to the specific cultural context

CHAPTER 1 ANSWER KEY 1.

reader

10.

portable

11.

instruct

12.

13.

14.

15.

16.

17.

PART 1—COMMUNICATING IN THE WORKPLACE CHAPTER 2 – Meeting the Needs of Specific Audiences True or 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. _____ A social media post may be an appropriate format for technical communication. 4. _____ Technical writers should provide readers with more than they want or 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 memo for audiences with varying backgrounds and responsibilities, the author should consider the tone used and its appropriateness for those audiences. 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 a writer that readers see “between the lines” is called the writer’s _____________, and is created by the tone the writer adopts. 11. The ____________ Profile anticipates your readers and their needs. Multiple Choice Questions 12. When considering informative abstracts, note that they__________ . (a) are confusing to nonexperts (b) are essential to any length document (c) can help nonexperts understand highly technical reports (d) are only appropriate for experts 13. Compared to the others, which reader provides an example of a semitechnical audience for a manual on beekeeping? (a) someone who has knowledge about beekeeping from images in the media (b) a person with some background from attending a few beekeeping workshops (c) a doctoral student specializing in hive construction and bee waggle dances (d) a beekeeper with 15 years of experience 7

14. Workplace readers expect that the tone of a communication __________. (a) reflects the relationship between the writer and reader (b) is consistently informal (c) is consistently formal (d) is consistently semiformal 15. Primary readers of a document are those who __________. (a) advise decision makers (b) are the main users of the document (c) are generally outside an organization (d) indirectly need the information 16. When a writer faces an audience with different technical levels, a preferred approach would be to develop __________. (a) a one-page document with the lowest level of information (b) a comprehensive manual with the highest level of information (c) a Web resource with links to different levels of information (d) a social media feed focused on the needs of one set of readers

CHAPTER 2 ANSWER KEY 1.

nontechnical

10.

persona

11.

Audience and Use

12.

13.

14.

15.

16.

PART 1—COMMUNICATING IN THE WORKPLACE CHAPTER 3 – Persuading Your Audience True or False Questions 1. _____ Stereotypes can be helpful to understand a cultural frame of reference. 9

2. _____ After their minds are made up, people are easily swayed to change their position. 3. _____ Scarcity is an example of a subjective criterion that can move people to accept a persuasive appeal. 4. _____ Unbiased expert opinion can lend credibility to any claim. 5. _____ A claim is a statement of the point a communicator is trying to make. 6. _____ A blunt approach works best with audiences from other cultural backgrounds. 7. _____ Communicators within organizations often face unstated constraints when making an argument. 8. _____ The most persuasive argument is the one that presents the strongest case from the personal perspective.

writer’s

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. When someone “goes over a supervisor’s head,” they are violating which type of constraint when making their case? (a) organizational constraint (b) legal constraint (c) ethical constraint (d) psychological constraint 13. Compared to the others, which outcome is the most ideal response to persuasion? (a) internalization (b) identification (c) compliance (d) rationalization 10

14. When preparing an argument, communicators should __________. (a) focus on points of disagreement between themselves and the audience (b) identify goals they share with the audience (c) avoid conceding any points (d) be as indirect as possible about what they want 15. Strategies for effectively connecting with an audience include __________. (a) rational connection and evidence connection strategies (b) relationship connection and audience connection strategies (c) rational connection and relationship connection strategies (d) power connection and driven connection strategies 16. Which strategy can help avoid potential negative effects of the Internet on persuasion, such as the confirmation bias? (a) Allow commercial search algorithms to weigh the truth of Internet claims. (b) Critique the author’s point of view and check the source of the information. (c) Quickly scan social media posts for the main idea. (d) Seek out like-minded social media posts that make the same claims. 17. Which type of persuasive skill is being used in this company statement: “Some individual training budgets will be reduced so that everyone will be able to have equal access to training.” (a) offering evidence (b) providing expert testimony (c) considering cultural context (d) appealing to common goals or values 18. Compared to the others, which example illustrates an explicit persuasive goal? (a) to assure readers that the data presented is accurate (b) to convince readers that the facts in a report are correct (c) to convince readers to fund a project (d) to convince the reader that the writer is competent

CHAPTER 3 ANSWER KEY 1.

internalization, identification, compliance

10.

Constraints

11.

argument

12.

13.

14.

15.

16.

17.

18.

PART 1—COMMUNICATING IN THE WORKPLACE CHAPTER 4 – Weighing the Ethical Issues True or 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 clear-cut, with one correct answer. 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, such as “padding” a résumé, is fairly routine in the workplace. 7. _____ Proprietary information is not the exclusive property of a company. 8. _____ Plagiarism and copyright infringement are the same thing. Fill-In-The-Blank Questions 9. Often confused for teamwork, ______________ is an interaction pattern that can arise when group 13

pressure prevents individuals from questioning, criticizing, or reporting bad news. 10. ____________ occurs when a person claims the work of another as their own. 11. A code of ____________ offers guidelines for avoiding ethical abuses within a specific organization or company. Multiple Choice Questions 12. In a report, a company researcher decides to omit results indicating health risks associated with a new cleaning product that has great potential in the international market. Which type of communication abuse best describes the actions of the researcher? (a) failing to divulge proprietary information (b) exploiting cultural differences (c) withholding information people need for their jobs (d) falsifying or fabricating data 13. Which post could be an example of an unethical use of social media? (a) complaining about the bad service you experienced at a restaurant last night (b) posting a picture of you and a friend at a restaurant’s opening night (c) letting others know that the rumor around town is that the owner of a restaurant abuses the workers there (d) posting a picture of the latest item added to a restaurant’s menu 14. Which conclusion accurately summarizes the circumstances of whistle-blowers? (a) Few whistle-blowers regret their decision to go public. (b) Whistle-blowing is a helpful strategy for career advancement. (c) Negative consequences are rare for whistle-blowers. (d) Federal law provides universal protection to whistle-blowers. 15. Frieda feels the need to act in her own self-interest, which is a(n)___________, but she also has certain values that she wants to uphold; in other words, her ___________. (a) obligation; ideals (b) consequence; obligations (c) ideal; consequences (d) obligation; consequences 16. Which activity is an example of a violation of libel laws? 14

(a) publishing false information about someone without causing any apparent harm to that person (b) publishing truthful, negative information about someone, but it unintentionally results in damage to that person’s career opportunities (c) publishing any negative information about someone (d) publishing truthful, negative information with the clear intention of causing harm and resulting in damage to someone’s reputation 17. When leaving a job, which action is ethical? (a) removing only hard-copy documents created on the job (b) avoiding saying anything negative about your employer (c) taking a digital copy of work samples you created on the job (d) leaving a note for your coworkers describing the reasons you are resigning

CHAPTER 4 ANSWER KEY 1.

groupthink

10.

Plagiarism

11.

ethics

12.

13.

14.

15.

16.

17.

PART 1—COMMUNICATING IN THE WORKPLACE CHAPTER 5 – Teamwork and Global Considerations True or False Questions

1. _____ When collaborating to produce a document, all members of a team participate in the actual “writing.” 2. _____ “Reviewing” is a more precise term for “editing.” 3. _____ A team manager should keep group discussion focused on the meeting’s agenda. 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 remain essential for personal contact. 8. _____ Gender differences in communication styles can sometimes create perceptions of inequality. Fill-In-The-Blank Questions 9. A digital ____________ allows team members to collaborate by writing, sketching, and erasing in real time from their computers. 10. When __________ a document, a reader examines it for audience and purpose considerations, as well as technical accuracy. 11. The aim of __________ is to produce as many ideas as possible. Multiple Choice Questions 12. Which behavior is an example of effective listening during a meeting? (a) adopting a “learner’s” mind-set while listening to a presenter (b) avoiding eye contact so the speaker doesn’t feel nervous (c) acknowledging key points made by the speaker by commenting in the chat box of a virtual meeting (d) mentally rehearsing your own next point as you wait for the presenter to pause 13. Effective strategies for managing group conflict include __________.

(a) offering and accepting constructive criticism (b) offering but not accepting constructive criticism 17

14. When reviewing a team document, which strategy should be used? (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) Evaluate it on the first read. 15. Which strategy is effective for global communication? (a) Rely on common conceptions about the cultural context of an audience. (b) Assume the document or presentation will not be translated. (c) Use idioms from your own cultural background. (d) Create a glossary of specific terms and abbreviations. 16. Which statement most accurately describes the use of virtual technologies for teamwork? (a) Blogs are not useful for documenting a discussion among team members. (b) Email is the most effective way to conduct a virtual meeting. (c) Collaborative writing spaces allow team members to log in to a document at the same time. (d) Most companies prefer the convenience of free digital apps rather than configuring secure internal apps. 17. When communicating with someone from another culture, a person should __________. (a) use humor on first contact to break the ice (b) use humor only during face-to-face contact (c) always use humor to facilitate strong interpersonal connections (d) avoid using humor, because it is often culturally specific 18. Compared to the others, which strategy for teamwork is most effective? (a) Allow all team members to take charge. (b) Compose an audience and purpose statement. (c) Use an ad hoc meeting schedule approach. (d) Assume that group decision making will be by vote.

CHAPTER 5 ANSWER KEY 1.

whiteboard

10.

reviewing

11.

brainstorming

12.

13.

14.

15.

16.

17.

18.

PART 1—COMMUNICATING IN THE WORKPLACE CHAPTER 6 – An Overview of the Technical Writing Process

True or False Questions 1. _____ Scheduling face-to-face meetings, rather than using email, chat, or texting, is the appropriate strategy to use for quick turnarounds during the writing process. 2. _____ Typographical errors include issues such as missing page numbers and inconsistent spacing. 3. _____ The process for technical writing differs in many ways from the process of essay writing. 4. _____ Proofreading multiple times is better than once. 5. _____ Save all drafts of a document because you might need to retrieve useful material from an earlier draft. 6. _____ After you have reached the drafting stage of the writing process, the planning stage is complete. 7. _____ Proofreading need not involve reading every word; skimming a document is effective. 8. _____ The actual composition or “writing” 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. Incorrect abbreviations and inaccurate dates are examples of ____________ errors. Multiple Choice Questions 11. Which digital technology would help during the revision stage of the writing process? (a) social media (b) tracking systems in a word-processing program (c) apps that turn word-processing documents into Web pages (d) storyboarding software 12. Which statement is most accurate regarding the writing process? (a) Revising a document guarantees improving that document. 21

(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, write the introduction first.

13. A human resources manager asking “how can I help employees understand the new time-off policy?” is trying to solve which kind of problem? (a) persuasion problem (b) collaboration problem (c) ethics problem (d) information problem 14. Using “effect” when you should be using “affect” in a sentence is an example of a _________ error. (a) typographical (b) punctuation (c) usage (d) sentence 15. Which question is crucial to answer during the planning stage of a document? (a) Is the style readable? (b) Is the organization sensible? (c) Who is my audience? (d) Does the tone seem too formal? 16. Compared to the others, which proofreading strategy is most effective? (a) Proofread early drafts during the writing process so you don’t have to rework your sentences later. (b) Read your document on a computer screen for easy viewing and correcting. (c) Avoid reading small chunks of material at a time. (d) Don’t rely only on computerized writing aids.

CHAPTER 6 ANSWER KEY 1.

Critical

10.

mechanical

11.

12.

13.

14.

15.

16.

PART 2—THE RESEARCH PROCESS CHAPTER 7 – Thinking Critically about the Research Process True or False Questions 1. _____ A survey is an example of secondary research.

2. _____ Books continue to be a significant source of information for research. 3. _____ Wikipedia is best used at the end of a research process. 4. _____ Commercial Web sites should never be used as reliable sources of information because they are inherently biased. 5. _____ Online forums such as Google Groups 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 important sources for research. 9. _____ Key words and search phrases should be as general as possible. Fill-In-The-Blank Questions 10. A ____________ type indicates where a Web site originates, such as a commercial organization, an educational institution, or a government organization. 11. Conducting ____________ research means getting information directly from the source. 12. A ____________ is a community encyclopedia that allows readers to edit content. 13. A large, identifiable group of people is called a ____________, whereas representatives of that group are called a ____________. 14. A(n) ____________ is a controlled form of observation designed to verify an assumption. Multiple Choice Questions 15. A pamphlet explaining the benefits of a new medication to help a person quit smoking is an example of which type of research source? (a) peer reviewed literature (b) primary source (c) reference work (d) gray literature

16. Which approach should a person take when conducting research? (a) Examine subordinate questions arising from a main question. (b) Avoid subordinate questions and stick to a single main question. (c) Equally weigh the different perspectives on the question of interest. (d) Find one main source offering the final word on the question at hand. 17. Which strategy should be used in informational interviews? (a) The interviewer should write down everything the respondent says. (b) Deviating from the interview plan allows for interesting material to emerge. (c) Invite the respondent to review a draft of any material to be published. (d) The interviewer should do most of the talking. 18. When creating a survey, a researcher should __________. (a) avoid including an introduction (b) use only closed-ended questions (c) avoid using a “don’t know” option (d) keep the survey simple and brief 19. “Wouldn’t you agree that the health benefits of parsley have been greatly exaggerated?” is an example of a __________ question. (a) loaded (b) complex (c) open-ended (d) clarifying 20. When a person publishes something on the Internet, which copyright protection results? (a) To gain protection, the person would need to register it with the International Office of Copyright Control. (b) Anyone can use that material without the person’s permission because it is now in the public domain. (c) The work is protected by copyright as soon as it is created. (d) The copyright on the work lasts only for the length of the person’s life or 95 years, whichever comes first.

CHAPTER 7 ANSWER KEY 1.

10.

domain

11.

primary

12.

wiki

13.

target, sample

14.

experiment

15.

16.

17.

18.

19.

20.

PART 2—THE RESEARCH PROCESS CHAPTER 8 – Evaluating and Interpreting Information True or False Questions 1. _____ The mean, median, or mode are different ways of representing an average. 2. _____ Correlation implies causation. 3. _____ The interpretation of a percentage is unrelated to the sample size of the group studied.

being

4. _____ The purpose of conducting a statistical analysis is to sanitize the measurements we collect. 5. _____ Research may ultimately yield only an inconclusive answer rather than a probable or conclusive answer. 6. _____ Anecdotal evidence is generally sufficient support for a claim. 7. _____ Computer analysis always produces unbiased results. 8. _____ Reliable research produces results that can be replicated. 9. _____ Assumptions are ideas that we often accept without proof. Fill-In-The-Blank Questions 10. ____________ evidence consists of 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 of a statistical result falls. 28

Multiple Choice Questions 13. Alphonse is investigating the benefits of a new diet plan. Most of the data from most of the participants reveals a trend supporting his hypothesis, but a few cases from a few participants show the opposite pattern. Alphonse decides to omit reporting those results, reasoning that “I’m just cleaning up the results a little.” Which type of faulty analysis is Alphonse conducting? (a) undefined average (b) sanitized statistic (c) bogus ranking (d) biased meta-analysis

14. The value that occurs most often in a set of data is called the __________. (a) mean (b) majority (c) median (d) mode 15. Alternative explanations for a particular outcome are known as __________. (a) correlating factors (b) confounding factors (c) affirming factors (d) causal factors 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) a fallacy 17. Asking respondents to answer questions they are not qualified to answer is an example of a problem related to __________. (a) reliability (b) misleading terminology (c) exaggeration 29

(d) validity 18. The numerical measure of the strength of the relationship between variables is called __________. (a) causation (b) an interpretation (c) correlation (d) a meta-analysis 19. Which statement accurately represents the value of particular types of studies? (a) Large, extended studies are less reliable than small, brief ones. (b) Epidemiological studies are more reliable than laboratory studies. (c) Anecdotal reports in human exposure trials provide the strongest type of evidence. (d) Data mining can often produce random correlations between variables. 20. Which tactic is the best approach when evaluating sources of evidence? (a) Assume the most recently published information is the most reliable. (b) Ignore research studies funded by special interest groups. (c) Look for a consensus among a variety of respected sources. (d) Avoid all information originating from social media feeds.

CHAPTER 8 ANSWER KEY 1.

10.

Hard, soft

11.

rationalizing, reasoning

12.

error

13.

14.

15.

16.

17.

18.

19.

20.

PART 2—THE RESEARCH PROCESS CHAPTER 9 – Summarizing Research Findings and Other Information True or False Questions 1. _____ Instead of a summary, an opening 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 long report, after the concluding

section.

4. _____ Readers always prefer a technical style when reading summaries. 5. _____ An effective strategy for creating a summary is to underline or highlight thesis statements, topic sentences, findings, and conclusions as you reread the text. 6. _____ Summaries are not useful for social media contexts. 7. _____ A good strategy is to write your own document’s summary before you compose the main text. 8. _____ Summaries can be helpful when investigating a new research topic. Fill-In-The-Blank Questions 9. A(n) ____________ abstract conveys only the nature and extent of a document, without revealing major facts about the document. 10. Abstracts are a type of ____________, a restatement of the main ideas in a document. Multiple Choice Questions 11. When preparing a summary, a person should __________. (a) begin composing the summary before reading the entire document (b) use direct quotations liberally, rather than paraphrasing (c) rely on their own personal interpretation of the document’s purpose (d) verify that you have preserved the original intent of the document

12. Compared to the others, which is the best type of abstract for managers who don’t have time to read a full report? (a) a technical abstract (b) a closing summary (c) a descriptive abstract (d) an executive abstract

13. Where do writers generally place informative abstracts? (a) just before the title page (b) on the title page (c) just after the title page (d) at the end of the document 14. An effective summary accurately conveys a document’s __________. (a) essential message (b) specific details (c) partial message (d) alternative interpretations 15. A summary should __________. (a) be integrated with rather than separated from the main text (b) be understandable only after the entire document is read (c) be able to stand alone (d) include a cliffhanger to maintain the reader’s interest 16. Which is strategy is appropriate for writing summaries for social media? (a) Add material to augment the original document’s intent. (b) Shift the original document’s point of view to personalize the message. (c) Add eye-catching graphics that shift the meaning for attention. (d) Reword the message to make the original meaning more accessible to a wider audience. 17. When editing a summary, which strategy should a person use? (a) include technical details 33

(b) spell out numbers rather than using numerals (c) avoid transitional expressions (d) combine related ideas to emphasize relationships

Chapter 9 ANSWER KEY 1.

descriptive

10.

summary

11.

12.

13.

14.

15.

16.

17.

PART 3—ORGANIZATION, STYLE, AND VISUAL DESIGN CHAPTER 10 – Organizing for Readers

True or False Questions 1. _____ Readers of printed material tolerate longer passages of text than do readers of material presented on screens. 2. _____ In technical documents, alphanumeric notation is preferred over decimal notation. 3. _____ 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. _____ A sentence outline lists the topic sentences for each paragraph. 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. A ____________ provides a visual representation of a document that maps out each section of the document. 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. When creating formal outlines, a writer should include _________. (a) lowercase letters for the introduction, body, and conclusion (b) at least three subtopics for each level of division (c) at least two subordinate items for each level of division (d) numbers, letters, and decimals at all levels 15. A conclusion is a good place to __________. 36

(a) provide an overview of a document’s findings (b) announce the topic of the document (c) present the writer’s personal viewpoint (d) suggest avenues for further research

16. A coherent paragraph will have __________. (a) a topic sentence embedded in the middle (b) a connected line of thought (c) few transitions (d) no concluding sentence 17. Which statement accurately summarizes the process of organizing documents for readers? (a) Visual chunking is a helpful strategy. (b) All documents should include an overview. (c) Coherence is not important in technical documents. (d) Topic statements should be limited to 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 19. Which conclusion correctly describes the effective use of paragraphs? (a) Support paragraphs typically should be between 100 to 300 words. (b) Key points should be emphasized three or four times in long paragraphs. (c) Long paragraphs are particularly useful for documents read on a computer screen. (d) Short paragraphs are essential to include because they enhance organization. 20. Compared to the others, which is the best strategy for organizing information for social media postings? (a) Make sure all of the message is visible on a single page. (b) Include an extensive paragraph summarizing the main points. (c) Avoid the distraction of relying on visual elements to illustrate key points. (d) Use only a few sentences with a link to additional, more detailed information. 37

ANSWER KEY 1.

10.

11.

storyboard

12.

Chunking

13.

unified

14.

15.

16.

17.

18.

19.

20.

PART 3—ORGANIZATION, STYLE, AND VISUAL DESIGN CHAPTER 11 – Editing for a Professional Style and Tone True or False Questions 1. _____ The passive voice should always be avoided when composing any kind of document. 2. _____ Jargon can be useful in communications among specialists. 3. _____ Whenever possible, a writer should preface 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. _____ Negative expressions are now preferred by readers. 8. _____ Inefficient style is not only difficult to read but also potentially unethical when it confuses or misleads the audience. 9. _____ Each step in a list of instructions should begin with a noun. 10. _____ Avoid everyday speaking language in documents. Fill-In-The-Blank Questions 11. A noun that has been manufactured 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. ____________ refers to the accepted phrases, terms, and shorthand individuals in a profession use to communicate with each other efficiently. Multiple Choice Questions 14. Sentences using passive voice __________. 40

(a) include a clear agent performing the action (b) might be too blunt to be effective (c) might be appropriate if the object is more important than the subject (d) provide more credibility to a document 15. When choosing the appropriate tone for a document, a writer should ________ . (a) use a semiformal tone when wanting to sound conversational (b) use a formal tone when writing for coworkers (c) use an informal tone when writing for superiors (d) avoid being too casual, all things being equal 16. Digital editing tools, such as spell check or autocorrect, __________. (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 provide the best stylistic advice to a writer 17. Compared to the others, which statement 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. 18. To avoid biased language, which approach is most appropriate? (a) Use person-first language for people who have disabilities. (b) Refer to a female head of a board as “Madam Chairwoman” instead of “Chairman.” (c) Avoid the term “Ms.” (d) Use “ underdeveloped” instead of “Third World” when describing geographic regions. 19. Which is the best practice for writing fluently? (a) Create long sentences for special emphasis. (b) Use a consistent sentence length. (c) Use a consistent sentence construction. (d) Combine related ideas. 20. “Marisol told Agatha that she was too nervous” is a sentence with _________. 41

(a) an ambiguous pronoun (b) a qualifier (c) a strong verb (d) a nominalization

CHAPTER 11 ANSWER KEY 1.

10.

11.

nominalization

12.

redundancy

13.

Jargon

14.

15.

16.

17.

18.

19.

20.

PART 3—ORGANIZATION, STYLE, AND VISUAL DESIGN CHAPTER 12 – Designing Visual Information True or False Questions 1. _____ Distortion of visual representations for the sake of emphasis is often justified. 2. _____ Including a clear visual replaces any need to discuss the meaning in the text. 3. _____ Tables are appropriate for quantitative information, not qualitative information. 4. _____ A chart depicts relationships that are plotted on x and y axes. 5. _____ Photographs found on the Internet can be used freely. 6. _____ Flowcharts move from bottom to top, showing how the process moves up. 7. _____ An exploded diagram can illustrate the interrelationships among components of a complex assembly. 8. _____ A multiline graph displays several relationships simultaneously. 9. _____ Pictograms use icons that 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) PERT chart (d) line graph 44

14. Why would someone choose to use organization charts? (a) to depict the components of a proposed project (b) to show the economic trend of a company over time (c) to explain processes within an organization (d) to indicate the hierarchy of relationships among departments

15. Which statement accurately summarizes guidelines for using photographs? (a) Photographs are always preferable to illustrations. (b) Photographs can provide too much detail, in turn confusing the user. (c) Photographs should never be supplemented with diagrams. (d) Photographs 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 17. When creating tables, which tactic is the best strategy? (a) Exclude any footnotes. (b) Avoid white space between items. (c) Limit tables to up to five areas of comparison. (d) Include a descriptive title. 18. When constructing bar graphs, __________. (a) vary widths of the bars for emphasis (b) avoid using tick marks (c) use scales with familiar units (d) use shades of the same color for multiple bars 19. Reggie wants to depict how the phases of a project relate to each other, so he appropriately uses a _________ chart. 45

(a) pie (b) Gantt (c) bar (d) organizational

CHAPTER 12 ANSWER KEY 1.

10.

Graphs

11.

Pie

12.

Prose

13.

14.

15.

16.

17.

18.

19.

PART 3—ORGANIZATION, STYLE, AND VISUAL DESIGN

CHAPTER 13 – Designing Pages and Documents

True or False Questions

1. _____ Page design and document organization are synonymous.

2. _____ Readers usually scan a document quickly to get a sense of how it’s organized.

3. _____ Headings that abut the left margin are designated as “flush left.”

4. _____ Reports 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 are more difficult for a reader to alter compared to a word processing document.

8. _____ Justified text is best used for personal documents.

9. _____ The budget for a document has no bearing on its design.

10. _____ Style guides describe an organization’s rules for document design.

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. Using ____________ can help a writer easily and quickly apply changes to an entire document.

Multiple Choice Questions

14. Extreme line lengths in a document __________.

(a) are a hallmark of good page design (b) encourage a reader to stay focused on the material (c) are more appropriate for PDF files than for word processing documents (d) can disrupt ease of reading

15. Unjustified text __________.

(a) has uneven spacing between words (b) is common for formal materials (c) is preferable for letters and memos (d) should not be used 49

16. When adding headings, a writer should be sure to __________.

(a) use no more than two levels of headings (b) make each heading grammatically parallel (c) avoid using all capital letters (d) randomly include “orphan” lines

17. Bulleted lists are appropriate for __________.

(a) organizing similar items (b) enumerating a sequence of steps (c) drawing attention to headings (d) extensive paragraphing

18. Which statement represents the best use of typeface in documents?

(a) For variety, switch between serif and sans serif fonts in a document. (b) Use a serif font for showing numbers in a chart. (c) Use a serif font for PowerPoint slides. (d) Use a serif font for audiences expecting a traditional font.

19. How should the pages in a long document be numbered?

(a) Count the title page as page 1. (b) Number all front matter with lowercase Roman numerals. (c) Do not number any of the front matter. (d) Start with page 1 on the table of contents page.

20. A 10 to12 point type size would most likely be used for __________.

(a) the main body of the document (b) titles (c) captions (d) sidebars

CHAPTER 13 ANSWER KEY

10.

11.

horizontal, vertical, combined

12.

white space

13.

templates

14.

15.

16.

17.

18.

19.

20.

PART 4—SPECIFIC DOCUMENTS AND APPLICATIONS

CHAPTER 14 – Email, Texts, and Instant Messaging

True or False Questions

1. _____ The most common way of communicating in today’s workplaces is email.

2. _____ Bullets, headings, and extensive formatting should be used sparingly in email messages.

3. _____ Highly charged communications are best dealt with by phone call or meeting rather than through email.

4. _____ Readers often equate the use of all caps with shouting in an email message.

5. _____ Obtaining permission to forward an email is unnecessary.

6. _____ Emoticons are an appropriate way to convey tone in emails to international clients.

7. _____ Always assume that any email message will travel far beyond its intended recipient.

8. _____ Texts and chats between coworkers are considered workplace communication.

Fill-In-The-Blank Questions

9. A ____________ email is a type of email used to briefly describe the background and context of a longer attachment.

10. Texting in the workplace should be used for ___________ messages only, as when a time deadline or prompt reply are critical.

Multiple Choice Questions

11. Which strategy is appropriate when creating workplace emails?

(a) Use emoticons liberally to establish a greater connection with your recipients. (b) Don’t worry too much about proper spelling and grammar, because everyone knows how quickly email is written. (c) Apply a conversational, informal style; you work with these people, after all. (d) Include a signature block.

12. A __________email contains most of the content as well as links for more detailed information

(a) formatted (b) delineated (c) transmittal (d) primary

13. When sending email to an international 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

14. What is the most appropriate tone in an email intended for these audiences?

(a) For a customer, use a more informal tone than would be used for an immediate supervisor. (b) For a stranger, use a more informal tone than would be used for a coworker. (c) For a client, use a more formal tone than would be used for a coworker. (d) For a coworker, use a more formal tone than would be used for a customer.

15. What is the best strategy if you want to attach a large digital file in an email message to someone?

(a) Check with the recipient before sending the file as an attachment. (b) Send it as an attachment for easy access. (c) Upload the file to a company server and assume the recipient will access it there. (d) Send the document in several smaller, broken-out attachments.

16. Which summary provides an accurate statement about the “cc” field in an email?

(a) Use the “cc” field when you want others to know who is included in the communication. (b) Use the “cc” field when you want to hide email addresses of others who received the communication. (c) The “cc” field should be avoided. (d) The “cc” is short for “cannot copy.”

17. Compared to the others, which approach is the best strategy when communicating with a global audience via email?

(a) Use idioms for familiarity. (b) Be direct. (c) Respond as quickly as possible.

(d) Write in simple, short sentences.

18. When using instant messaging (IM) or chats in the workplace, a sender should __________ .

(a) reserve these forms of communication for confidential topics (b) first send an email message to a recipient to alert them to look for a chat or IM message (c) assume anything they write may show up in another format (d) feel free to start side conversations with colleagues that may not be related to the topic at hand

CHAPTER 14 ANSWER KEY

transmittal

10.

urgent

11.

12.

13.

14.

15.

16.

17.

18.

PART 4—SPECIFIC DOCUMENTS AND APPLICATIONS

CHAPTER 15 – Workplace Memos and Letters

True or 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. _____ Most 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 59

point of the memo.

5. _____ Letters are sent in paper, not digital form.

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

7. _____ In a letter, the date usually appears immediately above 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 block format.

Fill-In-The-Blank Questions

11. A ____________ memo provides a written record of a meeting or conversation.

12. The ____________ line announces the topic of your memo.

Multiple Choice Questions

13. Which is the most accurate statement about the use of memos?

(a) Memos are commonly addressed to people outside a company.

(b) Memos can provide an appropriate level of formality in the workplace. (c) The direct approach is best for memos. (d) Memos should be sent via paper rather than email.

14. Compared to the others, a memo would be most appropriate in which situation?

(a) relaying information within an organization (b) resolving a simple issue (c) addressing a sensitive topic (d) asking a quick question

15. How should a memo be formatted?

(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

16. A transmittal memo ___________ .

(a) distributes bad news to the recipients (b) is another term for a summary memo

17. What is the best approach for 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.

18. Which strategy is appropriate for writing 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.

19. The “you” perspective in a letter is most appropriate in which part of the letter?

(a) the salutation. (b) the first sentence of the letter. (c) the concluding paragraph. (d) throughout the letter.

20. Where do the parts of the standard block letter format appear?

(a) An enclosure notation, if included, appears before the complimentary closing. (b) The heading appears above the date. (c) The sender’s address is omitted. (d) The sender’s signature appears above the complimentary closing.

CHAPTER 15 ANSWER KEY

10.

11.

summary or follow-up (either answer is correct)

12.

subject

13.

14.

15.

16.

17.

18.

19.

20.

PART 4—SPECIFIC DOCUMENTS AND APPLICATIONS

CHAPTER 16 – Résumés and Other Job-Search Materials

True or False Questions

1. _____ To increase your employment chances, construct your application letter so you can apply to as many different fields as possible.

2. _____ Send a thank-you email or note within a day or so 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 X, formerly known as Twitter, to get a feel for an applicant’s personality and fit.

5. _____ The main purpose of a cover letter is to take the place of a résumé.

6. _____ For an employment interview, have your own set of questions prepared to ask a potential employer.

7. _____ Include flattery in an application letter; everyone likes to be told they’re special!

8. _____ Always ask for permission to include an individual as a reference.

9. _____ Avoid social media feeds as a source in a job search.

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 (transcripts, 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) require more time to use than they are worth (b) provide the best style for any audience (c) are not appropriate for people in later stages of their careers (d) are a good starting point when assembling application materials

15. When they review a résumé, employers seek an answer to which of these questions?

(a) “ When can you start?” (b) “What can you do for us?” (c) “ Are you still going to be with us in ten years?” (d) “Are you applying to any other jobs?”

16. Throughout a résumé, an applicant should use ____________ .

(a) complete sentences (b) abbreviations

17. When designing a résumé so it can be scanned, you should ___________.

(a) use boldface for headings (b) use unusual fonts to set yourself apart from other applicants (c) use ALL CAPS instead of boldface for headings (d) omit the “Objective” section

18. Which of the following is the best advice when exploring the job market?

(a) Go straight to the Internet and randomly search through as many Web sites as possible. (b) Avoid sending out unsolicited application letters. (c) Consult reference materials specific to the industry. (d) Avoid talking to friends and family members about your search.

19. Which statement about creating effective résumés is most accurate?

(a) Avoid using 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 a single page.

20. During an interview, a successful interviewee should _________.

(a) have at the ready extra résumés, a notepad, and a pen (b) address the interviewer by first name when responding to the first question (c) make sure to do most of the talking (d) provide constructive criticism of previous employers if they were inept

CHAPTER 16 ANSWER KEY 1.

10.

11.

functional

12.

dossier

13.

solicited

14.

15.

16.

17.

18.

19.

20.

PART 4—SPECIFIC DOCUMENTS AND APPLICATIONS

CHAPTER 17 – Technical Definitions

True or False Questions

1. _____ Sentence definitions specify the features that distinguish one item from other items in a general category.

2. _____ Expanded definitions can be as long as several pages.

3. _____ Definitions can have legal implications.

4. _____ Some definitions can be clarified by an explanation of what the term does not mean.

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. _____ Printed definitions are no longer needed in the modern, digital age.

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 definitions are ____________, _____________, and _____________.

Multiple Choice Questions

14. The specific strategies of expansion you choose will depend on __________.

(a) the questions you expect the audience will want answered (b) your budget and the amount of time you have (c) the information you have (d) the amount of space you have in your report

15. Definitions should be __________.

(a) complex (b) engaging (c) eclectic (d) precise

16. An effective place to locate an expanded definition would be __________.

(a) in parenthesis (b) in the body of the document (c) in the conclusion section of the document (d) in an appendix

17. Which question is answered by using the “operating principle” as an expansion method?

(a) “How does it work?” (b) “What are its parts?” (c) “How did its name originate?” (d) “What does it not mean?”

18. Sound strategies for definitions include __________.

(a) using circular definitions (b) avoiding visuals (c) classifying the item precisely (d) making distinguishing features broad

19. Which strategy is a way to create an expanded definition?

(a) clarifying a phrase in parentheses

(b) comparing and contrasting between new and old information (c) using short phrases in technical and nontechnical language (d) adding a sentence that establishes a working definition

20. Compared to the others, which is the most appropriate strategy when preparing a glossary?

(a) List all terms in alphabetical order. (b) When in doubt, leave it out; underdefining is safer than overdefining. (c) Keep expanded definitions out of a glossary. (d) Do not clutter your table of contents by listing the glossary.

CHAPTER 17 ANSWER KEY

10.

11.

glossary

12.

etymology

13.

parenthetical, sentence, and expanded

14.

15.

16.

17.

18.

19.

20.

PART 4—SPECIFIC DOCUMENTS AND APPLICATIONS

CHAPTER 18 – Technical Descriptions, Specifications, and Marketing Materials

True or False Questions

1. _____ An audience and purpose statement is helpful in the process of writing a technical description.

2. _____ One way to maintain objectivity when writing descriptions is to provide details that are 76

visual, not emotional.

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.

5. _____ Descriptions help answer questions such as “What are its parts?” and “How does it work?”

6. _____ Specifications describe products and processes.

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

8. _____ Social media posts are appropriate venues for descriptions.

9. _____ The title of a description should be clear and limiting.

10. _____ Consistency typically is not a key feature or concern when crafting 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 description are ____________ descriptions and ____________ descriptions.

13. The three purposes of writing effective specifications are consistency, ____________, and ____________.

Multiple Choice Questions

14. Effective technical descriptions __________.

(a) incorporate emotional details (b) include a title, a brief introduction, a sequence of topics, and a conclusion (c) include many digressions (d) rely on text only

15. Which strategy is a method for maintaining objectivity when writing technical descriptions?

(a) Integrate spatial descriptions such as “long” and “near.” (b) Include sizing descriptions such as “fairly small” and “massive.” (c) Include a personal evaluation of the product being described. (d) Provide exact measurements or weights.

16. What are audience considerations when creating technical marketing materials?

(a) Tailor the materials to one client’s specific needs. (b) Readers are often knowledgeable and want specific technical information. (c) Even for general audiences, technical marketing materials address specialized concepts. (d) Audiences expect a standard format across various types of documents they encounter.

17. How should visuals be incorporated into descriptions?

(a) Diagrams should rarely be used. (b) Captions and labels should be included. (c) Avoid using visuals to restate what is already in prose. (d) Downloaded online graphics can be used without concern for legal issues.

18. When preparing technical marketing materials, __________.

(a) avoid visuals and color. (b) limit the use of the product’s name. (c) use formal language. (d) consider including an FAQ list.

19. When writing specifications, which is the most effective strategy?

(a) Use consistent terminology. (b) Provide a lengthy and detailed introduction. (c) Avoid referring to other specifications. (d) Limit the use of lists.

20. Documents describing sequences should use a ____________ .

(a) chronological sequence to describe how a product works (b) functional sequence to describe how to assemble a product

CHAPTER 18 ANSWER KEY

10.

11.

subjective, objective

12.

process, product

13.

quality, safety

14.

15.

16.

17.

18.

19.

20.

PART 4—SPECIFIC DOCUMENTS AND APPLICATIONS

CHAPTER 19 – Instructions and Procedures

True or False Questions

1. _____ To avoid cluttering your instructions, use as few transitional phrases as possible.

2. _____ Be careful to avoid redundancies between 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. _____ For complex steps in instructions, the information rate should be slower.

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

Fill-In-The-Blank Questions

11. Online help that is coded to recognize tasks being performed and offer specific help related to those tasks is called ____________.

12. Cautions, ___________, and _____________ are three kinds of notices that are included in procedures to ensure consumer safety.

Multiple Choice Questions

13. When choosing the phrasing of each step of instructions for a North American audience, use __________.

(a) varying phrasing (b) imperative mood (c) passive voice (d) negative phrasing

14. Which strategy is effective for delivering instructions online?

(a) Avoid PDF documents for online instructional guides. (b) Direct users to an official company Web site or social media feed for more information. (c) Write longer chunks of information for online help. (d) Block users from commenting on or rating instructional videos.

15. Compared to the others, which phrasing is the most effectively written instruction step? (a) Plug it in. (b) After that, you should next empty the basket. (c) The reader should not shred any greater than eight pieces of paper at any given time. (d) Set the control switch to “auto.”

16. Compared to the others, which strategy is the best for incorporating visuals into instructions?

(a) Illustrate difficult steps, especially for less-specialized readers. (b) Illustrate all actions. (c) Use a distant, overhead perspective for an activity or operation. (d) Choose only one or two steps to illustrate.

17. How can a writer develop the appropriate amount of detail in instructions?

(a) Focus on the task, rather than the product. (b) Use only main steps, not substeps. (c) Increase the rate of information as steps become more complex or sensitive. (d) Assume a highly technical audience when writing instructions for consumer products.

18. The think-aloud evaluation approach to usability testing involves ___________ .

(a) asking participants to share what they think about a product (b) coaching users on how they might use the product (c) having at least eight people try out the instructions at once (d) asking each participant to talk about what they are doing as they follow instructions

19. Why would a person want to develop procedures?

(a) to help employees individualize activities (b) to coordinate practices so everyone does something the same way (c) to ensure operating strategies that stay stable regardless of legislative changes (d) to help a new employee learn how to do something

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

CHAPTER 19 ANSWER KEY

10.

11.

context sensitive

12.

warnings, danger notices

13.

14.

15.

16.

17.

18.

19.

20.

PART 4—SPECIFIC DOCUMENTS AND APPLICATIONS

CHAPTER 20 – Informal Reports

True or 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 be blunt and to the point, focusing on areas in which an employee has failed or faltered.

6. _____ Minutes serve as an official record of a meeting.

7. _____ A company’s internal file server can be an effective method of sharing meeting minutes.

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

9. _____ A trip report is a type of analytical report.

10. _____ In a recommendation report, include a description of the problem or situation.

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 period, whereas ___________ reports summarize accomplishments on a specific project.

Multiple Choice Questions

14. Which feature is a focus of informational reports?

(a) short, timely updates on the work of an organization (b) the writer’s interpretation and evaluation of that information (c) evaluation of whether a project or situation is feasible (d) critiques of the work of others

15. Why would someone write a trip report?

(a) to make a case for why they should be approved to take an upcoming work-related trip (b) to report on a colleague’s activities during a trip (c) to summarize work activity during business travel (d) to create a personal record of observations while on a business trip

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) ask whether an approach will work

17. Which document is a type of informational report?

(a) peer review report (b) progress report (c) feasibility report (d) recommendation report

18. Which information should be included in meeting minutes?

(a) the key decisions that were made (b) a list of topics that can be easily recalled from memory (c) personal commentary (d) a list of all attendees

19. Which statement is the most accurate regarding progress reports?

(a) Progress reports are written for internal personnel only. (b) Managers use progress reports to monitor employees and evaluate projects. (c) All organizations require regular progress reports. (d) Bulleted lists are distracting in progress reports.

20. When writing recommendation reports, which is the most effective strategy?

(a) Begin with a long and detailed subject line. (b) Discuss the background in detail but keep the recommendation as brief as possible. (c) End with a list of benefits for taking action.

(d) Make headings broad and general.

21. When writing peer review reports, which is the most effective strategy?

(a) Begin by enumerating the negative points. (b) Support criticism by offering specific examples. (c) Avoid offering suggestions or resources. (d) End by re-emphasizing the most negative points.

CHAPTER 20 ANSWER KEY

10.

11.

informational, analytical

12.

peer review

13.

Periodic activity, progress

14.

15.

16.

17.

18.

19.

20.

21.

PART 4—SPECIFIC DOCUMENTS AND APPLICATIONS

CHAPTER 21 – Formal Analytical Reports

True or 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 writer should filter material to fit the needs of an audience of a formal report.

5. _____ A letter of transmittal is considered front matter.

6. _____ The headings and subheadings in the table of contents should reinterpret the headings and subheadings in the report.

7. _____ If a report contains more than five terms an audience might not understand, the writer should include a glossary to terms in the end matter.

8. _____ Embarrassing or bad news may be placed in an appendix to the main reports.

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

10. _____ Place visuals at the end of a 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 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 the ultimate recommendation of the report (b) analyzes both opposing and supporting data (c) includes opposing evidence but downplays it (d) determines the cause of an identified problem

15. Which part of a formal report typically receives the most audience attention?

(a) table of contents (b) body (c) conclusions and recommendations (d) visuals

16. Where should the list of tables and figures be placed?

(a) table of contents (b) letter of transmittal (c) abstract (d) title page

17. Front matter includes which information?

(a) introduction (b) table of contents (c) letter of transmittal (d) table of contents and letter of transmittal

18. Which strategy should be used for creating an effective comparative analysis?

(a) Avoid the block pattern of discussion. (b) Make comparisons based on indefinite criteria. (c) Give each item balanced treatment. (d) Avoid using examples to clarify points.

19. The elements of an effective analytical report include _________.

(a) minimally interpreted data (b) all data found

20. Which section of a long formal report may be optional?

(a) title page (b) introduction (c) abstract or executive summary (d) glossary

21. Features of an effective causal analysis include ___________ .

(a) identifying coincidence as cause (b) identifying only the immediate cause and omitting distant causes (c) making sure the cause fits the effect (d) identifying all possible effects

CHAPTER 21 ANSWER KEY

10.

11.

end matter

12.

Comparative, causal

13.

appendices

14.

15.

16.

17.

18.

19.

20.

21.

PART 4—SPECIFIC DOCUMENTS AND APPLICATIONS

CHAPTER 22 – Proposals

True or 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 nonprofit proposal process typically occurs online.

4. _____ Emphasize key points in your proposal with relevant visuals.

5. _____ If the solutions proposed 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 a proposal is not necessary.

8. _____ Proposals have one purpose: to convince an audience to agree with a plan.

9. _____ Formal proposals rarely need front and/or end matter.

10. _____ State the fundamental case indirectly in a proposal to allow readers to come to their own conclusions.

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. Which approach should be used when writing a proposal for a nonexpert primary audience and an expert secondary audience?

(a) Write the text of the proposal in nontechnical language. (b) Write the entire proposal for the expert audience. (c) Write the proposal in layperson language, but include a glossary and appendices explaining technical information. (d) Write a separate proposal for each audience.

15. A proposal that offers suggestions for improvement is called a __________ proposal.

(a) solicited (b) research (c) sales (d) planning

16. For an informal proposal distributed __________, use __________ format.

(a) internally; email or memo (b) internally; letter (c) externally; memo (d) externally; email

17. Research (grant) proposals ___________.

(a) are always unsolicited (b) request approval to conduct some type of study (c) are always written for nontechnical audiences (d) rarely include a request for funding

18. Which statement is appropriate in a proposal for rebuilding a deck?

(a) “Our company will install the best decking materials.” (b) “We will install your deck as quickly as possible.” (c) “Our choice in decking materials will eliminate any chance of environmental damage in the future.” (d) “We will complete the last phase of the deck installation, installing the gates, by July 30, 2024.”

19. Which component should be included in any proposal?

(a) abstract (b) table of contents (c) introduction (d) glossary

20. When working with sources to support a proposal, a writer should __________.

(a) cite all sources of common knowledge (b) limit sources to major background studies (c) ignore the most recent studies (d) avoid sources with a different point of view

CHAPTER 22 ANSWER KEY

10.

11.

research, planning, sales

12.

Solicited; unsolicited

13.

request for proposal

14.

15.

16.

17.

18.

19.

20.

PART 4—SPECIFIC DOCUMENTS AND APPLICATIONS

CHAPTER 23 – Presentations and Video Conferencing

True or False Questions

1. _____ A memorized delivery style is usually most effective for a workplace presentation.

2. _____ A flip chart is too distracting to be useful, and should be avoided.

3. _____ An effective presenter should begin and end every presentation with a visual.

4. _____ An effective way to alleviate stress about making eye contact with an audience is to look just above the heads of the people in the audience.

5. _____ The more colors, animations, and sounds a presenter includes, the more engaged the audience will be.

6. _____ Digital whiteboards and real-time chat tools are useful for video meetings.

7. _____ If you are interrupted by an audience member who has a question, stop your presentation to address that question right away.

8. _____ An effective presenter should try to include as much information as possible on each slide of 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. The five types of oral presentations are 1) training/instructional, 2) informative, 3) action plan, 4) _____________, and 5) _______________.

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, create 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

15. Which strategy is best for managing 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. (e) Answer every question with lengthy responses.

16. Extemporaneous delivery is the preferred style in which contexts?

(a) very formal speeches to large, unfamiliar audiences

(b) when the topic is moderately complex (c) when there are strict time limits (d) when the speaker is highly nervous

17. Which is an accurate statement about using a scripted delivery?

(a) Scripted delivery is the most common approach in the workplace. (b) Scripted delivery should stand alone without mixing with extemporaneous delivery. (c) Because it is carefully planned, scripted delivery is more engaging for an audience than extemporaneous delivery. (d) Scripted delivery may be a better choice for sections of complex technical presentations.

18. Which strategy is effective when deciding how to integrate visuals into a presentation?

(a) Use the same visuals that were used in a written report. (b) Have more slides with visuals than slides with text. (c) Distill the message into the fewest words and simplest images possible. (d) Chunk material into large sections.

19. When presenting visuals in front of an audience during a presentation, you should __________.

(a) turn your back to the audience and look at the visuals on the screen (b) stand directly in front of the screen while displaying the visuals (c) generally discuss the visuals without pointing to specific elements (d) avoid displaying visuals until you are ready to discuss them

20. Which is an effective strategy when delivering oral presentations?

(a) To increase audience connectedness to you, let them know you are nervous. (b) Memorize the brief introduction to your presentation. (c) Avoid making eye contact with the audience. (d) Allow yourself to take spontaneous diversions.

CHAPTER 23 ANSWER KEY 1.

10.

11.

persuasive; sales

12.

impromptu

13.

storyboard

14.

15.

16.

17.

18.

19.

20.

PART 4—SPECIFIC DOCUMENTS AND APPLICATIONS

CHAPTER 24 – Web Pages and Social Media

True or False Questions

1. _____ On Web pages, paragraphs should be at least 50 percent shorter than comparable text in a print document.

2. _____ Readers expect a balance of text, visuals, and color on a Web page.

3. _____ To emphasize text on a Web page, use underlining.

4. _____ A T-shaped reading pattern is used by most people when perusing Web pages.

5. _____ Simple Web pages can be created using word-processing programs.

6. _____ Color can make a Web page easier to navigate.

7. _____ Some companies use Instagram to promote new product lines or sales.

8. _____ Web pages should be written with a readable style.

9. _____ You should avoid contacting people you don’t know via LinkedIn.

10. _____ When audience members contribute information to customer review sites, fact-checking the information is not necessary.

Fill-In-The-Blank Questions

11. Readers of Web pages tend to skim text in a(n) “__________-shaped” pattern.

12. The social media platform formerly called Twitter is now known as _____________.

Multiple Choice Questions

13. What is a site map?

(a) Directions for a reader to get from one part of a site to another. (b) A record of where people have been looking on your site. (c) A storyboard for planning a Web site. (d) Tracked data regarding all of the sites someone has visited.

14. Which is an effective strategy when writing for a Web page?

(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.

15. A well-designed Web page:

(a) includes few, if any, headings (b) uses a consistent font and size for the body text (c) uses underlining for emphasis (d) uses a justified right margin

16. Which strategy is effective when creating instructional videos for social media?

(a) Include all aspects of a procedure. (b) Create videos that are at least five minutes in length. (c) Show only the object being manipulated. (d) Show both the object and the person using it.

17. Compared to the others, which social media app has the main purpose of allowing customers to review companies?

(a) X (b) LinkedIn (c) Yelp (d) Instagram

CHAPTER 24 ANSWER KEY

10.

11.

12.

13.

14.

15.

16.

17.