Test Bank for Strategies for Technical Communication in the Workplace, 4th Edition

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Test BankForStrategies for TechnicalCommunication in the WorkplaceFourth EditionLaura J. Gurak,University of MinnesotaJohn M. Lannon,University of Massachusetts-DartmouthPrepared byLee Scholder,Capella University

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iiiTable of ContentsCHAPTER 1. Technical Communication: Global, Collaborative, and Digital1CHAPTER 2. The Research Process in Technical Communication5CHAPTER 3. Providing Audiences with Usable Information9CHAPTER 4. Recognizing Ethical Issues in Technical Communication13CHAPTER 5. Structuring Information for Your Readers16CHAPTER 6. Writing with a Readable Style20CHAPTER 7. Using Audience-Centered Visuals24CHAPTER 8. Designing User-Friendly Documents27CHAPTER 9. Résumés and Other Employment Materials31CHAPTER 10. Memos and Letters35CHAPTER 11. Definitions39CHAPTER 12. Descriptions43CHAPTER 13. Instructions and Procedures47CHAPTER 14. Summaries51CHAPTER 15. Informal Reports55CHAPTER 16. Formal Reports59CHAPTER 17. Proposals63CHAPTER 18. Email67CHAPTER 19. Blogs, Wikis, and Web Pages71CHAPTER 20. Social Media75CHAPTER 21. Oral Presentations and Video Conferencing79

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1CHAPTER 1. Technical Communication: Global, Collaborative, and DigitalTrue/False Questions1.Technical communication helps us interact with technology in our dailylives.2.An effective way to manage team conflicts is to listen passively.3.Technical documents are typically written by teams.4.All documents are at least partly persuasive.5.Technical communication does not include digital media such as blogs,apps, and wikis.6.A collaborative document should be written in a style that emphasizes thedifferent voices of the individual writers.7.The definition of technical communication is any communication thatprovides complex information for technical experts; it is not intended forbroader audiences.8.Paying attention to “face saving” is key to working across cultures.Fill-in-the-blank Questions9.The oldest form of virtual collaboration,multiple callers meet by telephone.takes place when10.involves making a document more precise and readable at theword and sentence level.11. To outline a work schedule, team member responsibilities, and other components of aproject, fill out a.12. The three purposes of technical documents are to,, and.

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2Multiple-Choice Questions13. Technical communication seeks to(a) anticipate and answer questions.(b) help people perform a task.(c) persuade people to do something.(d) b and c.(e) All of these answers are correct.14. Effective technical documents(a) use obfuscation.(b) avoid combining text, visuals, and sound.(c) are easy to navigate.(d) a and c.(e) None of these answers are correct.15. Which of the following statements ismostaccurate?(a) Technical communication helps us interact with technology in our daily lives.(b) Technical communication helps advance workplace goals.(c) Technical communication helps specialists solve complex problems.(d) b and c(e) All of these answers are correct.16. Sources of conflict in collaborative groups include(a) interpersonal differences.(b) cultural differences.(c) gender differences.(d) All of these answers are correct.(e) b and c.17. Choose which strategy below helps support running successful meetings.(a) Allow the conversation to stray as the group desires.(b) Set an agenda with specific time limits for items of discussion.(c) Don’t waste the group’s time by summarizing minutes from thelast meeting.(d) Highlight points of disagreement.(e) Avoid appointing roles; instead, let the roles spontaneouslyevolve.

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318. Which statement below ismostaccurate?(a) Blogs are not a useful medium for collaboration.(b) An intranet is an external company Web site.(c) Instant messaging is an easy means of holding real-time team meetings.(d) E-mail is the preferred way to address conflict.(e) None of these answers are correct.19. When communicating with someone from another culture,(a) use humor on first contact to break the ice.(b) use humor only in email correspondence.(c) use humor only in face-to-face contact.(d) always use humor to facilitate strong interpersonal connections.(e) avoid humor.20. Which of the following statements about organizing a team project isleastaccurate?(a) Work without a manager; allow all team members to take charge.(b) Compose a purpose statement.(c) Develop a file-naming system for documents.(d) Decide on a specific meeting schedule.(e) All of these answers are correct.

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4ANSWER KEYTrue/False1. T2. F3. T4. T5. F6. F7. F8. TFill-in-the-blank9. teleconferencing10. editing11. project planning form12. inform, instruct, persuadeMultiple-Choice13. e14. c15. e16. d17. b18. c19. e20. a

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5CHAPTER 2. The Research Process in Technical CommunicationTrue/False Questions1.Reviews or commentaries about a source are not helpful in determining thecredibility of the course. .2.Sources known as “gray literature” is available only throughlibraries.3.Google Scholar can be a helpful tool for searching for credible, reliablesecondary sources.4.Commercial sites should never be used as reliable sources of informationsince they are inherently biased.5.Social media may provide some credible secondary source content.6.Questionnaires use closed-ended questions, not open-ended questions.7.Loaded questions are effective tactics for in-depth informational interviews.8.Hard-copy sources are easier to preserve and keep secure than Web-basedsources.9.Key words and search phrases should be as general as possible.Fill-in-the-blank Questions10.Dissertations and medical pamphlets are examples ofliterature.11.Conductingsource.12.Acontent.research means getting information directly from theis a community encyclopedia that allows users to edit the13.A large, identifiable group of people is called arepresentatives of that group are called apopulation, while.14.Anassumption.is a controlled form of observation designed to verify an

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6Multiple-Choice Questions15. Reference works include all of the followingexcept(a) encyclopedias.(b) indexes.(c) abstracts.(d) conference papers.(e) almanacs.16. Thinking critically about research depends on all of the followingexcept(a) finding a definite answer.(b) looking at the research from many viewpoints.(c) achieving sufficient depth.(d) asking the right questions.(e) evaluating the reliability and completeness of sources.17. When doing research, do all of the followingexcept(a) combine Google searches with library searches.(b) use your own subjective interpretations.(c) add your own finding to existing findings whenever possible.(d) carefully track each source you are using.(e) consider a balance of views.18. When conducting informational interviews, you should(a) put words in the respondent’s mouth.(b) avoid providing questions in advance to create a more spontaneous and authenticreaction.(c) use open-ended questions instead of closed-ended questions.(d) always record them.(e) get the most sensitive questions out of the way from the start.19. When creating a survey,(a) phrase questions precisely.(b) use loaded questions.(c) keep it simple and brief.(d) a and b.(e) a and c.

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720. Web-based sources(a) are always very reliable.(b) can often be found in a hard-copy equivalent.(c) are inefficient to research.(d) are more current than hard-copy sources.(e) All of these answers are correct.21. Which of these statements about Web-based research ismostaccurate?(a) The more design elements on a site, the more reliable the information.(b) Since Web sites are always accessible, you do not need to save any of the materialyou find on them.(c) Web sites with the domains .gov and .edu will most likely not contain reliableinformation.(d) Social media sites should be discounted as credible sources.(e) Web-based research is usually sufficient to meet your research needs, since it is somassive in its scope.

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8ANSWER KEYTrue/False1. F2. F3. T4. F5. T6. F7. F8. T9. FFill-in-the-blank10. gray11. primary12. wiki13. target, sample14. experimentMultiple-Choice15. d16. a17. b18. c19. e20. d21. c

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9CHAPTER 3. Providing Audiences with Usable InformationTrue/False Questions1.Distributing a document as a PDF available online is generally better thandistributing it as a print document.2.A task analysis only applies when creating instructions or procedures.3.Effective technical documents can be created without first performing anaudience analysis.4.The primary purpose of a document should affect the document’s overallshape and content.5.A claim is a statement of the point you are trying to prove.6.Most audiences are passive recipients of information.7.The general target audience and the specific target audience may havedifferent needs.8.Across cultures, readers prefer a direct, plain language approach tocommunication.Fill-in-the-blank Questions9.In addition to content, organization, style, and design, ask usability testers about the,considerations of a document., and10. A measure of how well a document meets the audience’s information needs is calledits.11. Anis an outline that begins with a document’spurpose statement and then details all of the important usability considerations.

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10Multiple-Choice Questions12. When writing for an online audience(a) you should not explicitly describe the intended audience, as everyonewill assume that it is for the general audience.(b) readers are generally more passive recipients of information.(c) you can provide links to information written for people with different levels ofexpertise.(d) a and c.(e) all of the above.13. An information plan(a) can be written as long as you know the audience.(b) avoids confusing the reader by leaving out potential problems.(c) is always less than three pages long..(d) describes the appropriate format for the needs of the audience.(e) c and d.14. “General readers”(a) do not exist, so do not try writing to them.(b) want high levels of detail to fully understand the message.(c) want explanations to accompany facts.(d) want you to show them how smart you are.(e) prefer to know the theoretical basis of the topic at hand.15. To connect with your audience, the optimal strategy is the(a) power connection.(b) rational connection.(c) relationship connection.(d) b and c.(e) power connection and the rational connection.16. Effective strategies for persuasion include all of the followingexcept(a) standing firm when your message is rejected.(b) allowing for give-and-take.(c) asking for what your audience will consider reasonable.(d) recognizing constraints.(e) identifying your specific goal.

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1117. No matter their purpose in using a document, readers must be able to(a) locate information easily.(b) understand information immediately.(c) use the information safely and successfully.(d) a, b, and c.(e) a and b.18. To prepare a usable document, consider the(a)budget.(b)setting.(c)length.(d) a and b.(e) a, b, and c.19. A claim can be a statement that(a)acknowledges facts to set the stage for persuasive appeal.(b) interprets facts.(c) asks for direct action.(d) a, b, and c.(e) b and c.20. When proofreading a document,(a) be alert for the problem areas in your own writing.(b) always rely on autocorrect.(c) read through it just one time.(d) never use hard copy.(e) a and d.

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12ANSWER KEYTrue/False1. F2. F3. F4. T5. T6. F7. T8. FFill-in-the-blank9. ethical, cultural, and legal10. usability11. information planMultiple-Choice12. c13. d14. c15. d16. a17. d18. e19. d20. a

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13CHAPTER 4. Recognizing Ethical Issues in Technical CommunicationTrue/False Questions1.Distorting images may help you create a more persuasive document, butdoing so is unethical.2.Professions generally have their own guidelines for ethical behavior.3.Include sufficient detail in a document to ensure that readers understand thefacts.4.Decisions may be unethical, but they will rarely cause harm to anyone.5.Ethical questions often revolve around topics related to technology.6.A document prepared for an international audience should include visualsthat are simple and honest.7.Web sites that ask customers for personal information need not link to aprivacy policy explaining how the information will be used.8.Withholding important information is not an ethical violation.Fill-in-the-blank Questions9.__________ pressures can influence ethical values.10.own.occurs when a person claims the work of another as his or her11. Aoffers guidelines for avoiding ethical abuses within aspecific organization or company.Multiple-Choice Questions12. Acceptable practices in technical communication include(a) plagiarizing the work of others.(b) exaggerating claims.(c) downplaying information.(d) b and c.(e) None of these answers are correct.

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