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You may wish to follow these suggestions to ensure that your résumé will be accurately scanned:
• Send only an original copy. A photocopy or a faxed copy can cause misreading of text when
scanned.
• Use white 8 1/2 x 11-inch paper printed on one side only.
• Use a plain, readable font such as Helvetica or Arial.
• Use 10- to 14-point size font.
• Avoid graphics, shading, italics, underlining, horizontal and vertical lines, parentheses, and
brackets.
• Do not staple or fold your résumé.
• Use wide margins and a quality printer.
Hiring managers within our company search our résumé database for keywords. Be sure you
include nouns and phrases that highlight your technical and professional areas of expertise.
8.15 Direct Response Memo: Interviewing at Becker & Associate Architects (Obj. 2)
Note: Memo guide words (Date, To, From, Subject) may appear in all caps or as upper and
lowercase.
Date: Current
To: James F. Becker, CEO
From: [Your Name]
Subject: Rescheduling Interviews for Environmental Architect/Designer
As you requested, I have rescheduled three candidates for the position of environmental
architect/designer. Here is a summary of the schedule with brief information about their
backgrounds:
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8.16 Instruction Message: How to Copy Pictures and Text from PDF Documents (Obj. 2)
Date: Current
To: All Marketing Employees
From: Linda M. Trojner
Subject: How to Copy Images and Text from PDF Documents
After requests from several of you, I’m sending instructions detailing how to copy images and
text passages from PDF documents. Copying content from portable document format (PDF) files
is easy and convenient for those of us working on our yearly catalog.
The process works as follows in the open PDF document:
1. Select the TOOLS pull-down menu.
2. First select BASIC and after that click on SNAPSHOT TOOL to activate it. (It is
identified by a camera icon.)
3. Now you are ready to select the portion of the PDF document you wish to copy; your
cursor will take the shape of a square cross.
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8.17 Instruction E-Mail Inviting Down-Editing Needs Revision (Obj. 2)
To: New Team Members
From: Your name
Subject: Instructions for Moving to Your New Location
Cc:
Bcc:
The office move to your new location will take place on either November 9 or November 16.
The movers will arrive between 4 p.m. and midnight. Your responses to the following questions
and completion of the tasks involved will help ensure that your things arrive safely and be where
you want them.
Please answer the following questions:
1. Because move requests for your personal items will be arranged on 11/9 or 11/16
(Fridays), which of those days is better for you?
Please complete the following tasks:
1. Use foam pads to box up fragile and valuable items: IT plaques, glass, or anniversary
glass sculptures. Glass replacements are expensive, and the cost center is responsible for
replacement. As an option, you may personally move glass sculptures or valuables.
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Please e-mail me your responses to the above questions by Friday, October 26, so we’ll have two
weeks’ notice before the move dates. We look forward to having you on the team and greeting
you in your new office!
Regards,
8.18 Instruction E-Mail or Memo: Describing a Workplace Procedure (Obj. 2)
8.19 Writing Clear Instructions (Obj. 2)
Activity A-5
HOW TO OPERATE THE TURBOFAX 3200
The new TurboFax 3200 is now available for your use in the front office. Please use it carefully
following the instructions below. Remember that this machine is intended for office work only.
Inserting Documents
• Place your document face down.
Dialing Phone
• Pick up telephone handset. When you hear a continuous dial tone, dial the receiving fax
number.
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Activity A-6
WHAT TO DO IF YOUR VEHICLE BREAKS DOWN
The following instructions are intended to keep motorists and their vehicles safe in case of
vehicle breakdowns.
1. Move your vehicle as far off the roadway as possible.
2. Turn on your four-way flashers.
WARNING: Beware of anyone in civilian clothes driving an unmarked car, even if that person
shows what appears to be a law enforcement badge.
8.20 Direct Claim: New Iron Gate Needs Work (Obj. 3)
Current date
Mr. Jin Ree
Chung Iron Works
2255 NW Yeon Avenue
Portland, OR 97210
Dear Mr. Ree:
Subject: Gate Installed on August 20 at 921 NW 23rd Avenue, Portland, OR 97210
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We would like your help with a gate that was installed last August on one of our commercial
properties at 921 NW 23rd Avenue, Portland, OR 97210. The gate was fine at first; it opened,
closed, and locked without a hitch. Now, however, the gate opens, closes, and locks only after
major effort and only if operated by someone with real muscle.
8.21 Direct Claim: Botched Valentine’s Day Surprise (Obj. 3)
To: Bouquet International Customer Service <info@bouquetinternational.com>
From: [Your Name]
Subject: Requesting Refund for Broken Vase and Valentine’s Bouquet
Cc:
Bcc:
____________________________________________________________________________
Bouquet International Customer Service,
Please give me a refund for a botched Valentine’s flower delivery. My Valentine’s rose bouquet
was delivered on February 13 as I had requested when I ordered it on February 8, but the FedEx
package arrived with a broken vase, and my girlfriend Sue rightly sent back the flowers. The
surprise was ruined; the flowers were not delivered as I had hoped.
Sue refused the unopened package because when the flowers were delivered, the sound of
broken glass was heard distinctly. In fact, it was the FedEx delivery driver who suggested that
the addressee had the right to refuse the package, which is what my girlfriend did. However,
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8.22 Direct Claim: The Real Thing (Obj. 3)
Current date
Ms. Alicia Stevenson
Customer Service Department
Avery Dennison Office Products
Diamond Bar, CA 91765
Dear Ms. Stevenson:
Please send me a new box of laser labels or refund three quarters of the purchase price for a box
that will not work in my printer.
On March 3 I purchased a box with 100 sheets of Avery Laser Labels (No. 5166). The cost was
$36.99 plus tax. I used 25 sheets immediately, and they worked well in my laser printer. Then I
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8.23 Direct Claim: But It Doesn’t Work! (Obj. 3)
Current Date
Mr. Dennis Garcia
Manager, Digital Depot
2300 Austin Street
Houston, TX 77074
Dear Mr. Garcia:
After purchasing two faulty Panasonic HD TVs (Model TC-P42X1) from your store, I believe you should
sell me a similar sized set for a price close to that of the Panasonic.
I recently decided to purchase an HDTV and chose the Panasonic for its features and benefits. I found a
great deal at Digital Depot and purchased the set for $599.95 plus tax. I sold my old set and installed the
8.24 Adjustment: Erroneous Charge for GPS Reversed (Obj. 4)
Current date
Ms. Adriana Schuler-Reyes
Sales Manager
KDR Precision Components, Inc.
2328 East Van Buren Street
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Phoenix, AZ 85006
Dear Ms. Schuler-Reyes:
Immediately after reading about your plight, I authorized a credit of $60 to your corporate
account # 3053-359-797. Let me assure you that what you have experienced is highly unusual for
our company. Please accept my heartfelt apologies for the poor treatment and delays.
Naturally, I investigated what may have caused the communication lags and other irregularities.
8.25 Adjustment: We Can Restretch but Not Replace (Obj. 4)
To: Charles Huntzinger
<cmhuntzinger@huntzconstruction.com>
From: Your Name
Subject: Your Message Regarding Your ArtWorkOnline Painting
Cc:
Dear Mr. Huntzinger:
We agree that your newly purchased painting for your executive offices should have arrived
without sags in the canvas, and we urge you to engage a local framing shop to restretch it.
When any ArtWorkOnline painting is shipped, we encase it in three layers of protection: two
layers of convoluted foam and one layer of Perf-Pack foam. These multiple layers work together
to provide superior shock absorption and guard your art from bumps and scrapes during
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8.26 Adjustment: Responding to Valentine’s Day Bouquet Crisis (Obj. 4)
To: rpettit@sbcglobal.net
From: Oksana Georgyevna Gotova <oggotova@boutiqueinternational.com>
Subject: Broken Vase and Valentine’s Bouquet, Case ID: 106928959
Cc:
Bcc:
Dear Randy:
This is to confirm that a refund of $73.25 for your Valentine’s flower gift was issued. Your order
106928959 was canceled, and we processed a refund to your credit card as you requested. You
will find the refund on your next credit card statement.
We regret that your order was not correctly delivered. We have contacted the shipping florist and
FedEx to find out what may have caused the vase to break.
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Customer Service Department
BOUQUET INTERNATIONAL
Over 20,000 florists worldwide
Express yourself
with a bouquet!
Stiegengasse 5 | CH-8065 Zurich
+41 (0) 45 763 36 77 (Switzerland)
Fax: +41 (0) 45 763 25 70
8.27 Thanks for a Favor: Glowing Letter of Recommendation (Obj. 5)
6745 West Axel Drive
Kansas City, KS 41126
Current date
Dr. Thomas Hirsch
School of Business
Mt. Carmel College
P.O. Box 410
Carmel, IN 46952
Dear Dr. Hirsch:
Thank you for your teaching and encouragement during my four years of school at Mt. Carmel.
Your courses in financial management, advanced investment finance, and international finance
helped to prepare me for my new job as a junior financial analyst.
8.28 Thanks for a Favor: Business Etiquette Training Session (Obj. 5)
Current date
Ms. Pamela Eyring, Director
The Protocol School of Washington
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Post Office Box 676
Columbia, SC 29202
Dear Ms. Eyring:
Once again we would like to thank you for your fascinating etiquette talk and demonstration at
XYZ College on October 15. We value your taking time off your busy schedule to speak to an
audience of students on the important subject of soft skills.
Thank you for lessening our fears of dining. We now know which forks and knives are
appropriate with specific types of food and individual courses. Before your presentation, we
8.29 Thanks for the Hospitality: Boat Party and Harbor Cruise (Obj. 5)
Current Date
Dear Mr. Tannen:
Thank you for ushering in the holiday spirit by hosting a stunning company boat party and
harbor cruise in beautiful Marina del Rey on December 14. This generous holiday surprise
thrilled us greatly after a year of struggles and challenges facing our industry.
90 Chapter 8 Solutions
8.30 Responding to Good Wishes: Saying Thank You (Obj. 5)
Current date
Dear Brad:
8.31 Extending Sympathy: To a Spouse (Obj. 5)
524 Ivyside Drive
Altoona, PA 16601
Current date
Dear Shirley,
Your many friends and I here at QuadCom, Inc., were deeply saddened to learn of the death of
your husband Bob.
8.32 Richard Branson Sends Goodwill Message to People of Ghana (Obj. 5)
This sympathy message fulfills all five Ss. Although Branson briefly talks about himself, it is to
create a personal context for his sympathy note as he reminisces about when he met the deceased
