Answers to Chapter Review Questions
1. What’s involved in the revision process? Is revision still necessary in a digital age when
workplace messages fly back and forth in split seconds? (Obj. 1)
Revision consists of improving the content and sentence structure of a message. Revision is
2. What’s wrong with a message that begins, I am writing this announcement to let everyone
know that . . . ? (Obj. 1)
3. What is microblogging, and why is conciseness especially important in microblogging
messages? (Obj. 1)
Microblogging consists of short messages exchanged on social media networks such as
4. Why would a good writer avoid this sentence? When I received your message, I read your
message and am now replying. (Obj. 1)
This sentence says the obvious and wastes the reader’s time. The fact that the writer is
5. What’s wrong with familiar business phrases such as as per your request and enclosed
please find? (Obj. 2)
6. Why should writers avoid expressions such as first and foremost and think outside the
box? (Obj. 2)
7. What are buried verbs and zombie nouns? Give an original example showing each. Why
should they be avoided? (Obj. 2)
A buried verb is one that has been converted to a noun expression, such as provide an
8. What is white space and why is it important for readability? (Obj. 3)
9. How do bulleted and numbered lists improve readability? (Obj. 3)
10. Should headings be used in correspondence such as e-mail, memos, and letters?
(Obj. 3)
11. What is the difference between serif and sans serif typefaces? What is the preferred use
for each? (Obj. 3)
Serif typefaces have small features at the ends of strokes. Sans serif are clean fonts without
12. What are five specific items to check in proofreading. Be ready to discuss methods you
find useful in spotting these errors. (Obj. 4)
13. In proofreading, why is it difficult to find your own errors? How can you overcome this
barrier? (Obj. 4)
Many writers struggle with proofreading because they read what they thought they wrote. In
14. List four or more effective techniques for proofreading complex documents. (Obj. 4)
Following are techniques for proofreading complex documents:
1. Set aside the document for a day.
2. Proofread a printed, double-spaced copy.
15. How can you overcome defensiveness when your writing is criticized constructively?
(Obj. 5)
It’s natural to be defensive. But try to consider this criticism valuable advice. Look upon this
Answers to Critical Thinking Questions
1. In this digital age of rapid communication, how can you justify the time it takes to stop
and revise a message? (Objs. 1–5)
It doesn’t matter how quickly a person responds or what medium is used for communication.
Taking the time to revise in order to deliver a careful message is necessary for many reasons.
It respects the reader; sloppy messages send the nonverbal message that the writer doesn’t
think the recipient is important enough to clean up the writing. Careless messages also create
2. Assume you have started a new job in which you respond to customers by using
boilerplate (previously constructed) paragraphs. Some of them contain clichés such as
pursuant to your request or in accordance with your wishes. Other paragraphs are wordy
and violate the principle of using concise and clear writing that you have learned. What
should you do? (Obj. 2)
The best plan probably is to use the paragraphs until credibility with superiors has been
3. Because business writing should have high “skim value,” why not write everything in
bulleted lists? (Obj. 3)
Although listing items in bulleted or enumerated lists does improve readability, excessive use
of such lists prevents the achievement of other business writing goals. Business writing must
4. Conciseness is valued in business. However, can messages be too short? (Obj. 1)
Of course, messages can be too short. Although conciseness is valued, messages must be
5. Ethical Issue: What advice would you give in this ethical dilemma? Brittani is
serving as interim editor of the company newsletter. She receives an article written
by the company president describing, in abstract and pompous language, the
company’s goals for the coming year. Brittani thinks the article will need
considerable revising to make it readable. Attached to the president’s article are
complimentary comments by two of the company vice presidents. What action
should Brittani take?
Brittani is in a difficult, sensitive position and needs to be cautious about handling this
She could seek the advice of one of the vice presidents, but both of them seem to be
protecting the status quo. If her interim position will last only a short time longer, she may
ZOOMING IN
Taco Bell and Doritos: A Marriage Made in “Belly-Busting Heaven”
Critical Thinking
Assume that a recently hired culinary product manager is charged with generating and
implementing new menu suggestions. What role does communication skill play in this
person’s effectiveness in completing this task?
Even if someone has excellent creative ideas for a new product or strategy, those ideas will
be unappreciated unless they can be expressed effectively. Employees and entrepreneurs need
Do you think a culinary product manager would make an oral or a written presentation
of new menu ideas?
A Taco Bell culinary product manager would probably write a report that would be
Why is a writing process helpful in developing a presentation of new ideas?
Both novice and veteran writers benefit from following a writing process. If the writer knows
ZOOMING IN
Your Turn: Applying Your Skills at Taco Bell
Date: Current
To:Taco Bell Management Council
From: Ross Navarro, Culinary Product Manager
Subject: Fast-Food Trends and New Menu Options
As you requested, I am submitting the following ideas based on my observation and
First, I will focus on upscale menu items with sophisticated flavors and fresh ingredients.
However, I know that the items must also meet Taco Bell’s strict criteria: high-quality
Current Eating Trends
Low-fat, healthful choices. With as many as one in five U.S. consumers on a diet, our
Spices. Consumers are appreciating more highly spiced foods and hot sauces. Spicy
Freshness. As consumers become more knowledgeable and more discriminating, they
Tasty food but at low prices. In an economic downturn, consumers are looking for
Given the increasing acceptance of Mexican cuisine and the rich array of flavors and
textures, we have many possibilities for expanding our menu. Although my full report
New Menu Concepts
Spicy grilled items. Selections might include chicken marinated in lime juice,
Fresco menu. I suggest that we offer an entire menu of ten or more items that cater to
Fruit-flavored frozen drinks. Mango and strawberry-flavored frozen beverages topped
I would be happy to discuss these ideas with you in greater detail and to demonstrate them
Ethics Check Solutions
Ethics Check, Page 189
Costly Writing
Bad writing can be expensive: A Philadelphia lawyer was charged with malpractice to the
tune of $6.6 million for drafting a poor commercial lease. The judge in Los Angeles said the
draft was “inartfully written and done so in a confusing fashion, which lends itself to
ambiguities and disagreements.” Can you think of other situations when writing can be
deliberately or accidentally misleading and cost money?
Students may come up with examples involving the small print in contracts and agreements.
Ethics Check, Page 192
Overly Helpful
Students may visit writing centers where they receive useful advice and help. However,
some well-meaning tutors take over, revising documents until they don’t resemble the
original student work. Instructors worry that the resulting documents amount to cheating.
Yet in the workplace today, writers must collaborate, and drafts go through multiple
revisions. Individual authorship is often not relevant. How much revision is acceptable in a
college setting? How much in the workplace?
The line must be drawn at rewriting the original copy. Well-trained tutors know the difference
between gentle, competent guidance and assuming control over the tutee’s paper. The students
Photo Essay Solution
Photo Essay, Page 182
When microblogging for business, writers should craft concise messages that do not stray far
from conventional spelling, grammar, and punctuation. Posts should use short descriptive words
Photo Essay, Page 188
While designers seek creative typefaces that enhance branding for logos and packaging, business
writers should stick to fonts that use all-purpose sans serif and traditional serif typefaces.
Business documents should use a 10- to 12-point type for body text and allow enough white