SECTION A: Concept Check

1. What are some of the problems or frustrations associated with e-mail?
2. When would a phone call or personal visit be preferable to sending an e-mail?
3. Should all e-mail messages contain a salutation and complimentary closing?
4. List three or more e-mail guidelines that you will start using.

SECTION B: Concept Check

1. If you have bad news to share, would you write a letter or an e-mail? How would you structure the information?
2. The first part of any written document should achieve what purpose?
3. For business letters, what are the two basic types of messages?
4. The words connect, tell, and act relate to which parts of a business letter?
5. Is the most expensive mailing option always the best? How do you choose which mailing option to use?

SECTION C: Concept Check

1. Is there an advantage to sending an e-memo rather than a paper copy?
2. In writing to an external client, would you send an e-mail or a memo? Why?
3. When you send a fax, do you need a cover sheet? Why or why not? If one is needed, what information would you put on the cover sheet?
4. Imagine you are recording your own voice mail greeting at work. How would you word it?