1. Which of the following routine messages is most likely to end up as part of an employee's permanent record?

A. A letter of recommendation

B. A congratulatory message

C. A message of condolence

D. A message of appreciation

E. A message fostering goodwill

2. A policy change is an example of what type of message?

A. Good-news announcements

B. Claims and adjustment requests

C. Goodwill messages

D. Answers to routine requests

E. Routine informational messages

3. When determining the format for a message, a direct approach would work best under which conditions?

A. The audience has little time to read an explanation before reading the news.

B. The audience might be upset with the news.

C. The audience will likely comply.

D. The audience will probably not agree with the news.

E. The audience has little understanding of the reason for writing.