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10 Cards in this Set

  • Front
  • Back
Five kinds of routine positive messages.
-Cover Letters
-Acknowledgements
-Inquiries
-Response to Inquiries
-Sales and Promotions
Four sensitive and negative messages.
-Refusals
-Complaints
-Adjustments
-Collections
Parts of informal report.
-Introduction
-Body
-Conclusions
-Recommendations
Types of informal reports.
-Trouble Report
-Investigative
-Progress & Periodic
-Trip
-Test
Three kinds of front matter.
-Title Page
-Abstract
-Table of Contents
Six parts of body in formal report.
-Executive Summary
-Introduction
-Text
-Conclusions
-Recommendations
-Work Cited
Back Matter
-Bibliography
-Appendixes
-Glossary
-Index
Audience for instructions
-Coworkers
-Consumers
-International Readers
Four parts of Instructions
-Introduction
-Required Equipment and Materials
-Procedural Steps
-Conclusion
Testing for Usability
-User Testing
-Protocols
-Comprehensive Tests
-Surveys and Interviews