A Guide to Computer User Support for Help Desk and Support Specialists 6th Edition Fred Beisse
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Chapter_03_Writing_for_End_Users 1. The goal of technical writing is to communicate
effectively and efficiently information that users need.
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2. Documents organized in a
tutorial format guide a reader step-by-step through the features of a program
or the operation of a PC.
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3. Documents organized in a
reference format guide a reader step-by-step through the features of a
program or the operation of a PC.
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4. Documents organized in a
reference format pull together all the information on a specific topic in a
single section or chapter.
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5. All users prefer online
documentation to printed documentation because of its easy access to the
information needed.
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6. Since email messages are
addressed primarily to other workers in a company, support specialists need
not be overly concerned about their writing style in an email message.
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7. Materials designed for web
access should be short with hyperlinks to lead readers to additional
information.
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8. Many user support specialists
need to write technology user guides, handouts, and email messages, but
rarely need to be able to write business correspondence, such as memos,
letters, and proposals.
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9. Most technical documents should
contain a mixture of compound and run-on sentences.
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10. The primary goal of technical
writing is to entertain readers and hold their interest.
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11. Although technical writing is
similar in some ways to other kinds of writing, the writing style is
different from personal letters, research papers, or novels.
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12. Because a goal of technical
writing is to keep documents concise, pointers to additional materials and
information should be omitted because they add to the length of a document.
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13. Effective end-user documents
should result in a lower volume of user support calls and emails.
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14. A technical document with a sequential
organization follows a step-by-step approach.
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15. A sequential organization and
a hierarchical organization of a document are one and the same thing.
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16. A hierarchical organization of
a document flows from top to bottom because information is organized from
general to specific.
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17. A purpose of technical
documentation is to tell readers everything they would ever want to know
about a topic.
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18. A common organization for a technical
document is: 1) Introduction, 2) Body, 3) Summary.
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19. The writer of a technical
document should help each reader decide whether the document is intended for
them or not.
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20. One aspect of the target
audience a technical writer needs to determine is its reading level.
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21. The purpose of technical
documents is to move readers from what they already know to what they need to
know.
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22. The medium used to transmit a piece
of technical writing (print or online) makes little difference in the length
or writing style of a document.
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23. Brainstorming is a method used
to general a list of possible topics that may or may not be included in the
final document.
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24. When organizing an idea list
into an outline, some ideas become major topics and others become minor
topics.
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25. Changes in case, font,
indentation, and centering are format elements used to help the reader of a
document understand its structure.
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26. A technical writer should use
several different fonts, underlining, italics, and bold face to draw a
reader’s attention to the document and increase their interest level.
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27. Use of too many design
elements, such as color, clip art, shading, borders, and fonts can distract a
reader from the information in a document.
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28. Narrative passages are
preferable to bulleted or numbered lists when a sequence of facts or steps
need to be communicated.
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29. The purpose of a format
consistency check is to ensure that format elements such as fonts, centering,
and underlining are used consistently and are not overdone.
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30. A technical writer should stop
editing a document when edit passes result in fewer and fewer significant
changes in the document.
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31. An outside review of a
technical document serves a similar purpose to a beta test of a software
package.
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32. The more time a technical
writer spends on the first draft of a document, the less need there is for an
outside review of it.
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33. An analogy is a useful
technical writing tool because it compares an unfamiliar concept to one that
may be familiar to a reader.
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34. In technical writing, use the
same word to refer to an object or a concept throughout a document instead of
using a variety of different words that are synonyms.
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35. In technical writing, writers
should vary the words they use to refer to an object or concept in order to
maintain the reader’s interest level.
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36. The text book recommends
against using repetition in technical writing because it lengthens a document
and readers can always re-read information they want to repeat.
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37. A style sheet is a list of
common terms, format, spelling and writing conventions that an organization
uses to ensure consistence among technical writers.
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38. Parallel structure is a
writing strategy that all paragraph indentations in a document start with a
consistent tab size.
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39. Given a choice, most technical
documents are written in past tense.
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40. The font size of a body of
text should be at least 20 points in order to be readable.
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41. The easiest documents to read
are those that contain white space in margins and between paragraphs.
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42. Justified text that is aligned
on both the right and left margins can make a document more difficult to
read.
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43. Justified text and centered
text are two names for the same text format.
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44. In general, sans serif
typefaces are easier to read than typefaces which contain serifs.
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45. Specialty typefaces add
interest to a document, but can be more difficult to read and should not be
overused.
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46. Experienced technical writers
use many gender-related pronouns in their writing to avoid insulting their
audience.
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47. A technical writer should try
to eliminate all referents in a document.
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48. A technical writer should try
to eliminate unclear referents.
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49. A sentence is in active voice
when its subject performs the action indicated by the verb.
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50. A sentence is in passive voice
when its subject receives the action performed by the verb.
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51. In general, technical writers
prefer to use passive voice to active voice in sentences, since passive voice
conveys objectivity.
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52. Technical writers often use
nominalization in a document to make their writing sound more professional.
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53. Jargon words are those that
are understood primarily by readers experienced in a field.
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54. To keep documents short, a
technical writer should recommend to the reader a dictionary where they can
find the definitions of any technical terms used.
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55. Use of acronyms or initialisms
where they are not defined or well-known makes documents difficult to
understand.
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56. A dangling phrase is an
expression in a sentence that adds little to the meaning other than to make
the sentence longer.
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57. An idiom is a word or phrase
whose meaning is different from the literal meaning of the words.
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58. In the checklist of document
evaluation criteria, content refers to whether words are spelled correctly
and sentences are grammatically correct.
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59. In the checklist of document
evaluation criteria, format refers to whether a document’s layout helps guide
the reader and whether format elements are used consistently.
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60. Which of these types of
documents is primarily intended to catch the eye of the reader and promote an
event?
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61. Which of these types of
documents is often used to describe the steps to install a software package?
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62. Complete information on a
particular end-user topic is usually organized together, in one document,
organized in a(n) ____.
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63. A document that is organized
as a step-by-step introduction to the features of a software application is
called a ____ manual.
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64. Experienced technology users
who need information on advanced topics are likely to need a ____.
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65. Which of these forms of
documentation often contains hyperlinks to related topics?
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66. Which of these words is least
descriptive of the information on a webpage?
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67. Documentation that describes
the steps to perform a task or a checklist of steps is ____.
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68. “Technical writing should be concise
and it should be informative.” is an example of a ____.
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69. Which of these is not a
characteristic of technical writing?
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70. A cross-reference or link to
where a reader can find additional information about a topic is called a(n)
____.
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71. The intended audience of a
document is generally described in the ____.
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72. Detailed steps on how to
perform a task are generally described in which part of a document?
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73. A reading level that is
appropriate for most technical documentation is ____.
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74. What is the sequence of these
steps in the technical writing process?
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75. A list of as many topics as a
writer can think of that might be useful to a reader is the result of ____.
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76. During the development of a
first draft, a technical writer is probably least concerned with ____.
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77. When a sequence of facts or
steps is described, technical writers try to avoid which of these?
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78. A writer who performs each
procedure or technical step in a document and tests each step with the
hardware and software is doing a(n) ____ check.
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79. Which of these is least likely
to be a purpose of proofreading the final draft of a document?
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80. Whether to use the form
‘Plug-n-Play’ or ‘Plug-and-Play’ in a document would likely be specified in a
____.
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81. The concept that similar items
should be handled consistently throughout a document is called ____.
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82. When choosing alignment for a
paragraph of text, the easiest to read is ____ text.
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83. Fine lines that extend from
the top and bottom of a font’s letters are called ____.
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84. Under normal circumstances,
the body of a document should be formatted in a ____ typeface.
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85. The sentence “Larry will
present a tutorial on Excel macros on Tuesday next week” is in ____ voice.
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86. “Development of
software is not a frequent user support function” is an example of ____.
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87. A series of letters that
represent a phrase is called ____.
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88. The abbreviation CPU for
central processing unit is an example of a(n) _____.
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89. Incomplete coverage of a topic
violates which of these four writing criteria?
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90. The content criteria of good
technical documentation is primarily concerned with which of these questions?
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91. “I know I saw the information
I need in this document, but now I can’t find it.” violates which of these
four general writing criteria?
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92. A document with misspelled
words violates which of these four general writing criteria?
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93. A(n) ____________________ is
any form of written communication designed to provide information to
technology users.
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94. A(n) ____________________ is a
short document intended primarily to summarize material covered in a training
session and promote recall.
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95. Online help provides users
with a powerful and convenient resource because of the ability to ____________________
the specific information a user needs.
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96. A(n) ____________________ is a
highlighted word or phrase in a document that points to additional
information.
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97. A(n) ____________________
format is a document organized as a sequence of step-by-step tasks a user
performs to learn how to use the features of a software package.
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98. A(n) ____________________
format in a user manual pulls together all the information on a specific
topic into a single section.
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99. ____________________ documents
consist of written steps and checklists that describe how to perform a task
and are intended for use primarily inside a company.
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100. A(n) ____________________ has
a single subject and a single verb.
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101. A(n) ____________________ is
a cross-reference or pointer to where a reader can find more detailed
information about a topic.
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102. A(n)
_________________________ is a document organization that follows a
step-by-step approach where information is arranged in the order in which
steps are executed.
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103. A(n)
_________________________ is a document organization that is arranged from
general information to specific, such as in online help.
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104. Information that may be of
interest to only a few readers or is highly technical should be included in
a(n) ____________________ to a document.
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105. ____________________ is a
writing process that tries to list as many topic ideas as possible that might
be of interest to readers.
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106. Each paragraph in a document
should have a(n) _____________________ to introduce the subject or purpose of
the paragraph.
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107. Words such as “for example”,
“therefore”, “next”, and “finally” provide ____________________ to help show
a reader the relationship of one sentence to another.
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108. A(n) ____________________
check makes sure that the headings and subheadings in a document are in a
consistent font and that indentation, centering, boldface, italics, and
underlining are used consistently.
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109. During a(n)
____________________ check, a writer tests any procedural or operational
steps in a document to verify that the steps are correct.
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110. A(n) ____________________ is
an attempt to relate something a reader may be familiar with to something
they need to know about.
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111. ____________________ is a
writing strategy where a writer emphasizes what’s important by introducing a
topic, explaining it, and then summarizing it.
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112. A(n) ____________________ is
a tool technical writers in an organization use to maintain consistency among
different writers in the use and spelling of common words and phrases.
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113. ____________________ is the
overuse of too many design elements, such as color, graphics, clip art, shading,
word art, borders, and fonts, in a document.
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114. ____________________ is text
which is aligned on both the right and left margins.
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115. A(n) ____________________ is
a typeface that includes fine lines that project from the top and bottom of a
font’s letters to help lead a reader’s eye from letter to letter.
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116. A(n) ____________________ is
a typeface that does not include fine lines that project from the top and
bottom of a font’s letters for a cleaner appearance.
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117. A(n) ____________________ is
a concrete word that is designated by another word, such as this, that, it, or they.
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118. A(n) ____________________
sentence is one in which the subject receives the action indicated by the
verb; the subject is not an actor in the sentence.
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119. ____________________ is the
use of ‘-tion’, ‘-ing’, and ‘-ment’ endings on verbs to create nouns.
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120. To avoid wordiness, the
chapter suggests using shorter words such as ________________ instead
of utilize or usage or utilization.
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121. Technical words that are
understood only by those who are experienced in a field are called
____________________.
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122. A(n) ____________________ is
a word formed from the initial letters of words in a phrase; such as IBM for
International Business Machines.
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123. A(n) ____________________ is
one or more words at the beginning or end of a sentence that add little to
the meaning of the sentence.
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124. __________________ is a
criterion in a document evaluation checklist that asks whether words are
spelled correctly and are grammatically correct.
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125. __________________ is a
criterion in a document evaluation checklist that asks whether the layout of
the information is consistent and helps guide the reader through the
document.
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126. __________________ is a
criterion in a document evaluation checklist that asks whether the
information is easy to locate with identifiable transitions between topics.
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127. __________________ is a
criterion in a document evaluation checklist that asks whether the
information is relevant, complete and accurate.
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128. List five different examples
of technical documentation aimed at technology users.
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129. Briefly describe the general
outline of technical documentation.
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130. List four questions a
technical writer should ask when planning a document.
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131. List the seven steps in the
technical writing process.
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