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CHAPTER 2
Memos and E-mail
MULTIPLE CHOICE. Choose the one alternative that best completes the statement or
answers the question.
1. Which of the following elements of a traditional memo is NOT needed in an e-mail?
A) the word memo or memorandum at the top
B) a TO line
C) a DATE line
D) a SUBJECT line
E) None of these answers is correct.
Correct Answer: A
2. Which of the following business letter elements is NOT needed in an e-mail?
A) a letter-style salutation
B) a signature block
C) a complimentary close
D) All of these answers are correct.
E) None of these answers are correct.
Correct Answer: D
3. What is the main purpose of a signature file in an e-mail?
A) to make the e-mail seem less formal
B) to identify your name and address if your e-mail name and address don’t fully reveal your
identity
C) to replace the salutation traditionally used in a written business letter
D) All of these answers are correct.
E) None of these answers is correct.
Correct Answer: B
4. Which of these is one of the traditional steps in writing a letter?
A) drafting
B) typing (usually by a secretary)
C) proofreading and initialing by the writer
D) photocopying for the writer’s file
E) All of these answers are correct.
Correct Answer: E
5. Which of these is a drawback to writing an e-mail, as opposed to a voice-mail or face-toface meeting?
A) E-mail can be sent to multiple recipients at the same time.
B) E-mail creates a permanent record.
C) E-mail is unable to fully convey tone of voice.
D) both (B) and (C)
E) All of these answers are correct.
Correct Answer: D
6. Which of these is a way to avoid responding prematurely to an e-mail?
A) Change the subject line of the e-mail as the message evolves.
B) Always include a complimentary close and signature block.
C) Scan your entire inbox for multiple mailings from the same source before you respond to
any.
D) Never use the “Reply All” function.
E) None of these answers is correct.
Correct Answer: C
7. Which of the following is a difference between traditional memos and e-mails?
A) An e-mail is generally less time-consuming to produce.
B) An e-mail can be sent almost instantaneously.
C) More needless correspondence is created by e-mail.
D) Memos tend to be proofread more carefully.
E) All of these answers are correct.
Correct Answer: E
8. Identify the problem that results from the rapidity of e-mail.
A) Hasty composition can lead to keyboarding miscues and omissions.
B) The absence of a reflection period may lead the writer to send out a message with poor
tone.
C) Information may be fragmented since it goes out in a piecemeal fashion.
D) All of these answers are correct.
E) None of these answers is correct.
Correct Answer: D
9. Identify one cause of an “e-mail about e-mail.”
A) mistakes caused by hasty composition
B) the use of spell-checkers
C) the relative informality of e-mail
D) the use of text messaging instead of e-mail for relatively informal interchanges
E) the use of grammar checkers
Correct Answer: A
10. A letter-style salutation is eliminated by which of the following?
A) the “To” line of an e-mail
B) the complimentary close of an e-mail
C) the signature block of an e-mail
D) the “Subject” line of an e-mail
E) the “CC” feature of an e-mail
Correct Answer: A
11. Which of the following accurately describes the legal status of e-mails?
A) Employers may not monitor personal messages sent by an employee, even if the
employee is using company mail.
B) Employers do not have the right to monitor workers’ on-the-job Internet activity.
C) Employers have the right to monitor workers’ on-the-job e-mail.
D) Placing the word “Personal” in a subject line blocks the employer’s right to read an email.
E) None of these answers is correct.
Correct Answer: C
12. Which of the following is true of an in-house e-mail, as opposed to an outside e-mail?
A) The tone of an in-house e-mail can be more informal.
B) An in-house e-mail is usually longer and more fully developed.
C) More background information is needed for an in-house e-mail.
D) An in-house e-mail should use a letter-style salutation and complimentary close.
E) All of these answers are correct.
Correct Answer: A
13. Identify one drawback of an attachment.
A) An attachment is not considered a legally binding mechanism for sending employmentrelated notices such as job offers or resignations.
B) Sending an attachment electronic uses less paper than sending a hard copy.
C) It is not possible to send a signature in an attachment.
D) Some readers routinely ignore attachments.
E) None of these answers is correct.
Correct Answer: D
14. Which of the following is a recommended practice when sending an attachment?
A) Avoid sending very large attachments.
B) Include a sentence in the body of the e-mail referring to the attachment.
C) If possible, include the information in the body of the e-mail instead of sending an
attachment.
D) All of these answers are correct.
E) None of these answers is correct.
Correct Answer: D
15. Which of the following should appear in an e-mail?
A) “Date” line
B) “To” line
C) “From” line
D) “Subject” line
E) All of these answers are correct.
Correct Answer: E
16. Which of the following should NOT be sent via company e-mail?
A) political messages
B) jokes
C) chain letters
D) pornographic images
E) All of these answers are correct.
Correct Answer: E
17. “Flaming” refers to which of the following behaviors?
A) sending a paper copy of a memo that has already been e-mailed
B) clicking “Reply All” when it is not necessary
C) sending openly hostile or abusive comments
D) All of these answers are correct.
E) None of these answers is correct.
Correct Answer: C
18. Which of the following is true about forwarding an e-mail to other readers?
A) You should have the original writer’s knowledge and permission.
B) It is appropriate to do so as long as you send it to only one other reader.
C) It is appropriate to do so as long as the message is business-related.
D) It is appropriate to do so as long as the message was sent from the reader’s business email address to your business e-mail address.
E) None of these answers is correct.
Correct Answer: A
19. Which of the following is true about replying to a mass mailing?
A) You should always click “Reply All” so that all readers will have a full record of all
correspondence relating to the topic.
B) You should click “Reply All” only if there is a valid reason to do so; otherwise, reply
only to the sender.
C) Mass mailings are not considered to have the same legal force as individually addressed
messages.
D) All of these answers are correct.
E) None of these answers is correct.
Correct Answer: A
20. Which of the following is true about e-mail sent to readers outside your company?
A) E-mail is beginning to rival the business letter as the major form of communication
across company boundaries.
B) Tone takes on an even greater importance than usual.
C) The subject matter is often more involved than that of in-house correspondence.
D) All of these answers are correct.
E) None of these answers is correct.
Correct Answer: D
21. Which of the following is true about personal messages?
A) Many employers provide a separate e-mail “bulletin board” for announcements such as
personal sales and unwanted tickets to events.
B) Personal messages may be sent as long as you do so to one recipient at a time.
C) Personal messages may be sent as long as you do so only in a mass mailing.
D) You are not legally responsible for the content of any personal messages.
E) None of these answers is correct.
Correct Answer: A
22. Which of the following is true about a letter-style salutation (e.g., Dear Mr. Jones) in an
e-mail?
A) It may be advisable in a more formal e-mail, for example to a client.
B) The need for it is eliminated by the “To” line in an e-mail.
C) Including it may make the message seem less abrupt and impersonal.
D) All of these answers are correct.
E) None of these answers is correct.
Correct Answer: D
23. Which of the following is true about memo length?
A) A typical memo length is four relatively brief paragraphs.
B) Memo length is determined by purpose and audience.
C) Some memos may be only one sentence or paragraph.
D) All of these answers are correct.
E) None of these answers is correct.
Correct Answer: D
24. Which of the following should you check before sending an e-mail?
A) paragraph organization
B) spelling
C) capitalization
D) appropriateness of content
E) All of these answers are correct.
Correct Answer: E
25. The “Subject” line of a memo is analogous to which of the following?
A) a newspaper headline
B) a complimentary close
C) a fax message
D) a salutation
E) None of these answers is correct.
Correct Answer: A
26. Most word-processing programs include at least one preformatted memo form. Which
term refers to this type of form?
A) facsimile
B) routing message
C) template
D) All of these answers are correct.
E) None of these answers is correct.
Correct Answer: C
27. Review the scenario in Exercise 2.1 in the text. In this situation, what would be the most
appropriate way to send the e-mail?
A) The e-mail should be sent simultaneously to all the affected employees.
B) The e-mail should be sent individually to all the affected employees.
C) A memo should be posted on the lunchroom bulletin board.
D) The 40 employees most likely to volunteer should be contacted by voice-mail, followed
by an e-mail to all employees if an insufficient number volunteer.
E) None of these answers is correct.
Correct Answer: A
28. Review the scenario in Exercise 2.3 in the text. Which of the following would be the best
“Subject” line for this e-mail?
A) “10K”
B) “Team needed”
C) “Runners needed for 10K race, July 4”
D) All of these answers are correct.
E) None of these answers is correct.
Correct Answer: C
29. A traditional memo contains which of the following elements?
A) one to four paragraphs
B) a “Subject” line
C) a “Date” line
D) a “From” line
E) All of these answers are correct.
Correct Answer: E
30. The four paragraphs in a traditional memo are likely to cover which of the following
elements?
A) an introductory paragraph and three explanatory paragraphs
B) an introductory paragraph, two explanatory paragraphs, and a concluding paragraph
C) three explanatory paragraphs and a concluding paragraph
D) All of these answers are correct.
E) None of these answers is correct.
Correct Answer: C
31. An outside e-mail nearly always includes a letter-style salutation and complimentary
close, unless which of the following circumstances is true?
A) The e-mail contains detailed information providing background about the reason of the
current e-mail.
B) Including a salutation and complimentary close will cause the e-mail to exceed one
screen page in length.
C) The writer and reader have established an ongoing professional relationship.
D) All of these answers are correct.
E) None of these answers is correct.
Correct Answer: C
32. Text messages are appropriate for which of the following?
A) a highly informal message to a coworker whom you know well
B) an initial contact with a new client
C) a reprimand to an employee
D) All of these answers are correct.
E) None of these answers is correct.
Correct Answer: A
33. A good “Subject” line for an e-mail should do which of the following?
A) orient and prepare the reader for the message that follows
B) be phrased as a complete sentence
C) be at least three words long
D) All of these answers are correct.
E) None of these answers is correct.
Correct Answer: A
34. Which of the following is true about a traditional memo?
A) The writer is identified in both a “From” line and a complimentary close.
B) The writer is identified only in a complimentary close.
C) The writer is identified only in a “From” line.
D) All of these answers are correct.
E) None of these answers is correct.
Correct Answer: C
35. Which of the following is true about a traditional memo?
A) The writer should type his or her name in the “From” line and then add a full signature at
the bottom of the memo.
B) The writer should initial next to his or her typed name in the “From” line.
C) The writer should provide a full signature instead of a typed name in the “From” line.
D) All of these answers are correct.
E) None of these answers is correct.
Correct Answer: B
SHORT ESSAY. Answer the questions below using what you read in the book to help you
formulate your answers.
36. Compose a signature file for yourself and explain why you have chosen to include each
element in the signature file. Also explain any information that you considered including
but decided to omit.
37. Review the main differences in format between a traditional (paper) memo and an e-mail
memo.
38. Explain two situations where a voice-mail or face-to-face meeting would be preferable to
an e-mail message.
39. Review at least five recent business-related e-mails you have received. Based on this
review, summarize some of the qualities of effective and ineffective “Subject” lines.
40. Review at least five recent business-related e-mails you have received from different
writers. Summarize the trends in the use of salutations, complimentary closes, and
signature files.
41. Review at least five recent business-related e-mails you have received. Summarize the
trends in the use of informal elements such as slang or abbreviations and acronyms often
associated with text messages. Can you draw any conclusions based on the content of the
e-mails as to whether such elements are more or less likely to be used?
