General Instructions
Purpose
This examination will evaluate your ability to write an inter-office
memorandum and an e-mail.

Preparation
Review the following sections in this study unit: “Interoffice
memorandums,” “Negative letters,” and “E-mails.” Your e-mail
should follow the format shown in Figure 15, with content appropriate
to the assignment—that is, a negative letter written to solve a problem.

Background
Phoenix Advertising, with its main headquarters in Charlotte, North
Carolina, serves clients that include banks, insurance companies, and
retail chains. You’re the vice president of human resources management
at Phoenix. You report directly to Gregory S. Forest, the company
president. Mr. Forest advises you that in the last month, four clients have
complained about the advertising work produced by the Roanoke,
Virginia branch of the agency. He reminds you that the clients served
from the Roanoke branch are vital to the overall success of Phoenix
Advertising.
Mr. Forest also explains the little he has been able to learn about the
situation at the branch: In the last three months, two of the top
management people—an art director and an account executive—have
left the agency. Three of the graphic designers and four of the