Positive and Negative Messages

A _______ of the US population is still unplugged making  business letters vital to communication. 

• third
• fifth
• fourth
• sixth

If a message is positive or neutral it will be organized in the ___approach

• direct
• indirect
• persuasive
• imperative

Emails, memos, and letters are the ____used most frequently in business today to deliver positive messages. 

• receiver
• message
• channel
• sound

In a request message in which you think your request will be received positively, you should ___which means immediately tell the reader what you want. 

• frontload
• backload
• imperative
• command

A letter's appearance and format reflects the writer's ___ and ___.

• education and experience
• poise and confidence
• carefulness and work ethic
• carefulness and experience

Readers tend to look at the ___and ___ of a letter first. 

• address and closing
• address and body
• opening and body
• opening and closing

Business letters are less likely than ________ __________ to be intercepted or viewed by unintended recipients. 

• memos
• blog post
• electronic media
• phone calls

In the first sentence of a direct reply for a request for information, the writer should deliver the ________.

• a friendly greeting
• expression of gratitude
• the information the reader wants
• an explanation of the company

A closing should be personalized, ________ ______ and pleasant. 

• forward looking
• provide alternatives
• explain causes
• refer to bad news

Businesses should respond to online post about their company in less than __ hours. 

• 10
• 12
• immediately
• 24