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CHAPTER 6 WORKING WITH LETTERS, MEMOS, AND E-MAIL MESSAGES Multiple choice Internal communication refers to the communication you have in your head with yourself exchange of information and ideas within an organization information that you are able to tell outsiders about the company ability of a company to communicate with its customers ANSWER: b. Internal communication is the communication between the members of an organization. DIFFICULTY: easy; PAGE: 131; OBJECTIVE: 1; TYPE: concept For routine, internal communication you should use memos e-mail letters all of the above a and b only b and c only ANSWER: e. For routine, internal communication use memos and e-mail. Letters are for more formal, external communication. DIFFICULTY: moderate; PAGE: 131; OBJECTIVE: 1; TYPE: application External communication carries information into and out of an organization occurs between employees and their supervisors primarily is seen in memos all of the above ANSWER: a. External communication occurs between companies and their customers, vendors, distributors, competitors, investors, journalists, and community. DIFFICULTY: easy; PAGE: 131; OBJECTIVE: 1; TYPE: concept E-mail can be used for external communication in response to e-mail messages that you receive only for formal documents that you need to keep a record of in response to letters your customers have sent all of the above ANSWER: a. It is all right to use e-mail to respond to an external e-mail, but do not use it for formal documents or for customers who prefer letters. DIFFICULTY: moderate; PAGE: 130; OBJECTIVE: 1; TYPE: application In addition to conveying a message, external communication helps employees create a favorable impression of their company respond to crises gather useful information and feedback all of the above ANSWER: d. All of these are important functions of external communication. DIFFICULTY: moderate; PAGE: 131; OBJECTIVE: 1; TYPE: application In a business letter the inside address appears at th