Term
| You-viewpoint communication is speaking or writing which emphasizes |
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Definition
| the audience’s interest or orientation toward the subject—what benefits the listener or reader, not necessarily the speaker or writer. |
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Term
| The difference between block and modified block format has to do with |
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Definition
| the position of certain items in the heading and signature block. |
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Term
| The word memorandum has three acceptable plurals: |
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Definition
| memoranda (original Latin plural), memorandums (anglicized plural), memos (contraction plural). |
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Term
| In the body of a memorandum or letter the direct sequence is appropriate if |
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Definition
| your analysis of the audience indicates that the reader’s reaction will be positive/receptive or neutral. |
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Term
| The Administrative Management Society (AMS) simplified letter format |
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Definition
• uses no indention.
• eliminates the greeting or salutation and the complimentary close
• puts a subject line in ALL CAPITAL LETTERS in the position of the greeting or salutation.
• permits the writer still to mention the reader by name in the body of the letter.
• displays the typewritten signature in ALL CAPITAL LETTERS.
• has been gaining wider acceptance in American business correspondence under the influence of computers. |
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Term
| A transmittal letter transmits with it _____; this letter may also be called a cover letter, because it physically covers the enclosure. A common example is a job-application letter which transmits (covers) an enclosed resume. |
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Definition
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Term
| In a letter of inquiry, you should explain _____. The most effective reasons are those _____ |
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Definition
| why you are asking for the information. which the reader can perceive as being of benefit to the reader (remember the you-viewpoint). |
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Term
| In a letter of inquiry you should ask your questions where? You should word them as ____, start each one ____, and set the questions off ____. These techniques convey that you are ____, and they make your letter easier to answer (thus more likely to gain a response). |
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Definition
| the developing message. questions, at the margin, with bullets or numbers. an organized person |
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Term
| In a letter of inquiry, you should use an ending which ____. Under normal circumstances, refrain from ____; that ending is trite and also implies that you believe the reader is so subordinate to you that you can predict the reader’s behavior before it happens. |
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Definition
| looks forward in a positive way to receiving the response. “thanking the reader in advance” |
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Term
| If you write to request information about a person who has applied for a job with your organization, you should |
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Definition
| stress the facts, write only for business use and only under authorization, assure the reader that the requested information will be held in confidence, and explain the job requirements to the reader. |
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Term
| In a letter providing a reference (evaluating a person), the writer should be |
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Definition
| objective, stress facts, give the facts appropriate emphasis, use positive words for any negative concepts, and report precisely and truthfully. |
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Term
| If you write in response to a request for information about a person but have to decline to give the information, you should use the ____. The first paragraph should refer to |
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Definition
| indirect sequence. the previous communication and state the subject but fail to give any information about the subject. |
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Term
| The implicit purpose of a letter acknowledging an order is to |
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Definition
| promote goodwill so that the writer may sell more products to the reader. |
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Term
| The best reasons for declining to do what the reader has requested you to do are |
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Definition
| uncontrollable reasons. Reasons which seem to be personal in nature are least appropriate. |
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Term
| A complaint letter (letter of complaint) may also be called a |
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Definition
| claim(s) letter. It is called a complaint letter because it complains, and it is called a claim(s) letter because it files a claim for an adjustment to purported damages. |
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Term
| In a complaint letter (letter of complaint or claims letter) seeking an adjustment for faulty merchandise, early in the letter (i.e., in the opening) the writer should |
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Definition
| identify the material purchased (e.g., by invoice and serial numbers). |
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Term
| In a letter granting an adjustment for damages, the writer should |
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Definition
| strive to regain the reader’s lost confidence in the writer’s company or other organization. |
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Term
| A credit-refusal letter may deny credit because of concerns about the applicant’s |
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Definition
| credit record, because the applicant lacks the finances to meet the loan payments, or because the applicant has asked for more money than the financial institution has. Under routine circumstances, the least likely reason for a credit refusal is that last reason. |
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Term
| A collection letter is part of a planned series of letters, in three phases: |
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Definition
| friendly reminder, must-pay, and last resort. |
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Term
| A friendly reminder collection letter is in the _____ and comes first in the series of collection letters. |
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Definition
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Term
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Definition
| not quite in the indirect sequence or in the direct sequence but is a blend of the two sequences. |
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Term
| A last-resort collection letter is in the ____ sequence and threatens some specific last-resort action. |
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Definition
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Term
| A memo report or a letter report is a hybrid, adopting some features of written reports into a memo or letter; typically, a memo report or a letter report is a long memo (or a long letter) which breaks up the body by |
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Definition
| inserting headings—a feature borrowed from written reports. |
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Term
| The text of a long formal report is like a bad-news letter in that |
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Definition
| both are in the indirect sequence—that is, neither one states the conclusion in the first paragraph. |
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Term
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Definition
| a whole paragraph, an entire sentence, or a single word. |
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Term
| AR, CA, FL, IL, LA, MS, NY, and TX are, respectively, the United States Postal Service (USPS) state abbreviations for |
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Definition
| Arkansas, California, Florida, Illinois, Louisiana, Mississippi, New York, and Texas. |
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Term
| A memorandum or letter folded for insertion into a standard Number 10 envelope should have |
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Definition
| two creases, forming three panels of paper. |
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Term
| The United States Postal Service (USPS) guidelines for envelope addresses include |
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Definition
• use of ALL CAPS throughout the display.
• elimination of all commas and periods, including the comma between the city and the state.
• abbreviation of the state as two letters (not followed by a period),
• use of the ZIP code (preferably the ZIP+4); ZIP is the USPS abbreviation for “Zone Improvement Plan,” the United States system of postal codes (postcodes). |
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