Indicate whether the following statements are true or false:

• An exchange of emails is an example of synchronous communication.
  • True
    • Incorrect. When deciding whether communication is synchronous or asynchronous, think about whether the form of communication is designed for immediate feedback or not. With email, a ‘conversation’ can take place over several hours or days, so it is asynchronous. Look back at the chapter on Oral versus written communication for more information. What examples of synchronous communication can you think of?
  • False
    • Correct. Synchronous communication occurs when it is possible and expected to get immediate feedback, as in a face-to-face conversation. What other examples of synchronous communication can you think of?
• It is good practice to use capital letters to emphasise important words and phrases in an email.
  • True
    • Incorrect. While it can be useful to emphasise certain parts of your message, using capitals is generally not an appropriate way to do this. Refer to the page on Emphasis in business writing for a reminder of why it is usually inappropriate to use capital letters for emphasis. What alternative techniques could you use to make the point of your message clear?
  • False
    • Correct. What alternative techniques could you use to make the point of your message clear?
• A euphemism is a word or phrase that is an indirect way of referring to something that is considered to be impolite or unpleasant.
  • True
    • Correct. This is good definition of a euphemism. The appropriate use of euphemisms is culture-specific; for example in some cultures and contexts people are comfortable referring to death directly, whereas in others it is considered better to use a euphemism.
  • False
    • Incorrect. This is a good definition of a euphemism. Look again at the reading on Word choice and tone for some examples of euphemisms and their close relation, ‘doublespeak’. The appropriate use of euphemisms is culture-specific; for example in some cultures and contexts people are comfortable referring to death directly, whereas in others it is considered better to use a euphemism.
• Slander is the written publication of a false statement about a person or business that damages their reputation.
  • True
    • Incorrect. Slander refers to spoken defamation. Check back in the learning materials on the legal implications of business writing to find out more about defamation and what word is used for written defamation. In many countries, different laws apply depending on whether a defamatory statement is spoken or written down so it is important to distinguish the two.
  • False
    • Correct. Slander describes spoken defamation, not written. In many countries, different laws apply depending on whether a defamatory statement is spoken or written down so it is important to distinguish the two.What word is used for written defamation?

Choose ONE correct answer for each of the following questions.

• Imagine you are designing content for your company’s website. Which ONE of the following elements could you include as a form of non-verbal communication about the company?
  • A distinctive font for the words used in section headings
    • Correct. The choice of font can communicate a mood or tone, beyond what is expressed just by the words themselves.
  • A video of the company’s Chief Executive talking about an exciting new product
    • Incorrect. Do a search online for the meaning of ‘non-verbal communication’.
  • The company’s latest advertising slogan
    • Incorrect. Do a search online for the meaning of ‘non-verbal communication’.
  • A sidebar with a hyperlinked list of the company’s products
    • Incorrect. Do a search online for the meaning of ‘non-verbal communication’.
• David intends to send an email to his customer, Anna, but Anna does not receive it because David uses an out-of-date email address. How would this situation be described in the ‘eight essential elements of communication’?
  • Context
    • Incorrect. Think carefully about this scenario and compare it with the one described in the video or reading on Oral versus written communication.
  • Environment
    • Incorrect. Think carefully about this scenario and compare it with the one described in the video or reading on Oral versus written communication.
  • Feedback
    • Incorrect. That’s not the right answer. Think carefully about this scenario and compare it with the one described in the video or reading on Oral versus written communication.
  • Interference
    • Correct. That’s right – interference is anything which prevents communication occurring effectively.
• Taking into account all you have learnt about effective business writing in this learning pathway, which of the following sentences is the best one to include in an email message to a customer about their order?
  • You will receive your package on 22nd July.
    • Correct. This message is clear and concise, and it takes the ‘you-view’, i.e. it focuses on what the reader wants to know.
  • Your package has been sent and will arrive at your home on 22nd July.
    • Incorrect. Although this message is clear, it could be made more concise by using the active voice (see Active and passive voice) and leaving out the unnecessary information ‘at your home’ (because the customer will know what delivery address they have chosen, and it may not in fact be their home).
  • Your package is winging its way to you now!
    • Incorrect. The message uses slang language (‘winging its way to you’) that may be unclear to the reader. Also, unless the writer know this customer very well, or the company has adopted a well-known informal style, this message may suggest that the writer has an unprofessional attitude.
  • We have sent your package today.
    • Incorrect. This message is concise and clear, but it does not give the information that the customer most wants to know – when their package will arrive. (See Writing for the reader.)
• A marketing colleague suggests that your company should design a new, unique logo to put on its products, with the words ‘environmentally friendly’ in it. Which area of law should the company be most concerned about with this proposal?
  • Defamation
    • Incorrect. Defamation is about damaging someone else’s reputation. Look back at Legal implications of business writing, Part 1 and Part 2 to help you work out the correct answer.
  • Misleading claims
    • Correct.In many countries, it is against the law to make misleading claims to consumers about your own products or about a competitor’s products, so your company would have to be confident that there is a genuine basis to its claim to be environmentally friendly.
  • Copyright
    • Incorrect. Copyright law is about protecting creators such as authors and artists from unauthorised use of their work . Look back at Legal implications of business writing, Part 1 and Part 2 to help you work out the correct answer.
  • Trademarks
    • Incorrect. A logo on packaging can be a trademark in some circumstances, but in this case trademark law does not apply as the company is planning to use its own unique design of logo, not that of another company. Look back at Legal implications of business writing, Part 1 and Part 2 to help you work out the correct answer.