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Chapter 07 - Routine Messages
Chapter 07
Routine Messages
Multiple Choice Questions
1. Which of the following is LEAST likely to be useful to readers in a transmittal explaining

what you are sending?
A. Any action or response required of the reader
B. A summary of the main points in the document
C. A detailed account of the contents in the document
D. Any special circumstances or information that will help the reader understand the
document
Accessibility: Keyboard Navigation

Learning Objective: 07-06 Distinguish varieties of routine messages.
Topic: 07-12 Writing Transmittals
2. A company is announcing that employees can now be reimbursed for tuition for courses
leading to bachelor's or master's degrees. Which of the following is the BEST subject line?
A. Education Reimbursement Policy
B. New Tuition Reimbursement Program
C. Details on How You Can Be Reimbursed for Tuition for Courses Leading to Bachelor's
and Master's Degrees
D. Have You Thought About Going Back to School?

Learning Objective: 07-04 List three characteristics of a good subject line.
Topic: 07-07 Choosing Subject Lines for Routine Messages
7-1
3. Which of the following is the BEST reason to include reader benefits in an informative
message?
A. To show how the policy or procedure helps the reader
B. To enhance the writer's credibility
C. To surround any negatives with positive information
D. To demonstrate the writer's creativity

Learning Objective: 07-05 Describe when reader benefits are needed in routine messages.
Topic: 07-08 Using Reader Benefits in Routine Messages
4. In which of the following situations is it LEAST necessary to include reader benefits in an

informative message?
A. When you are presenting policies
B. When you want to shape the reader's attitude toward the information or toward your
organization
C. When the benefits are extremely obvious
D. When some of the benefits may not be obvious to the reader

5. Which of the following is LEAST likely to be a purpose in an informative or positive

message?
A. To build a good image of the writer and his or her organization
B. To reduce or eliminate further correspondence on the same subject
C. To have the reader read the message and understand it
D. To have the reader respond to the message in writing

Learning Objective: 07-01 Distinguish audiences and formats for letters; memos; and electronic media.
Topic: 07-01 Writing Letters, Memos, and Electronic Media
7-2
6. Which of the following is MOST likely to build goodwill in a letter granting an

adjustment?
A. Explain that the complaint is not really valid, but that the supervisor would like to respond
positively to it anyway.
B. Explain in detail exactly how you made the decision to grant the request.
C. Explain that you are granting the request in the very first sentence.
D. Explain that the problem really is not the company's fault because the shipping department
has been having problems with its software.

Topic: 07-17 Granting Adjustments and Responding to Complaints
7. A government agency is setting up training sessions for its new employees. Which of the
following is the BEST subject line?
A. Training Sessions
B. Teaching New Employees in What They Need to Know
C. New Employees' Areas of Ignorance
D. Training Sessions for New Employees

8. For a short memo answering your boss's request for last quarter's sales figures, which of the
following, if any, would be the BEST revision for the ending "Should you have any questions
regarding this matter, please feel free to call me"?
A. "Please feel free to call if you have questions."
B. "Do not hesitate to call extension 8905 if more information is needed."
C. "Feel free to call me if this information is unclear."
D. Omit the sentence.

Topic: 07-09 Ending Routine Messages
7-3
9. Which of the following would be the BEST strategy to follow in the opening paragraph of a
letter to clients announcing expanded hours?
A. Explain that the results of a recent survey indicate that a lot of people are unhappy with the
current hours.
B. State what the new hours will be and when they go into effect.
C. Apologize for still being closed on holidays.
D. Explain how the expanded hours will affect clients.

Learning Objective: 07-03 Explain how to organize routine messages.
Topic: 07-06 Organizing Routine Messages
10. Which of the following statements gives the BEST advice for how the standard pattern for
routine messages should be applied?
A. Always use all five elements of the basic pattern, and present them in the order they are
given in the pattern.
B. Present each element in a separate paragraph of its own.
C. Never go over one page when using this pattern, whether writing a memo or a letter.
D. Understand the rationale behind the pattern so that you can modify it when needed.

11. When should you grant a customer's request for an adjusted price, discount, replacement,
or other benefit to resolve a complaint?
A. After you explain your own process in making the decision
B. In the very first sentence
C. In the middle of the letter, to de-emphasize the fact that you are giving in to the customer
D. In the last paragraph, so you leave the reader with a good impression

7-4
12. You are writing to a physician named Mary Lee Janson. You've met her once in person
and talk to her frequently on the phone. You have always addressed her as "Dr. Janson," but
you know that she likes her close friends to call her "Mary Lee." In your letter to her, which
salutation should you use?
A. Dear Mary Lee Janson
B. Dear Mary Lee
C. Dear Dr. Janson
D. Dear Ms. Janson

Learning Objective: 07-02 Explain three messages sent to readers by document format.
Topic: 07-03 Formatting Letters
13. Which of the following would NOT be included in a fact sheet?

A. A brief introduction to the organization and its expertise
B. Data in digestible chunks
C. Very detailed background information on the organization's most recent important
decisions
D. Answers to questions the public may have

Topic: 07-15 Writing Fact Sheets and News Releases
14. You are writing to a new client whom you met for the first time only the previous week.
Which of the following would be the BEST complimentary close?
A. Sincerely
B. Thanks!
C. Yours respectfully
D. Looking forward to working together

7-5
15. You need to send to Ms. Clark and Ms. Jones copies of a letter addressed to Mr. Smith,
but you do not wish the other two to know that a copy will be sent to Ms. Jones. What
information will your saved copy on file include?
A. Encl.: Ms. Clark; cc: Ms. Jones
B. cc: Ms. Clark
C. cc: Ms. Clark and Ms. Jones
D. cc: Ms. Clark; bcc: Ms. Jones

16. Which of the following is NOT true of e-mail etiquette?

A. Include an accurate, concise, and specific subject line.
B. Never send angry or emotional messages.
C. Combine topics or purposes to cut down on the number of e-mails that you need to send.
D. Forward e-mails only when they are not confidential and you are confident about the
source

Topic: 07-02 Formatting Letters, Memos, and E-Mails
17. You have received a memo that has a full signature at the bottom of the page, rather than
being initialed next to the name at the top of the memo. What does this probably mean?
A. The writer is not aware of proper memo format.
B. The organization does not use conventional memo format.
C. The writer is preventing unauthorized information from being added to the memo.
D. The writer thinks that a full signature looks better than initials.

7-6
18. Which of the following is NOT true of e-mail etiquette?

A. Use high-priority feature only for urgent messages.
B. Reply with all of the original message intact to ensure that no context is lost.
C. Forward e-mails only if they are not confidential, and you are confident about the source.
D. Limit use of block capitals.

19. Which of the following is NOT a purpose of a news release?

A. To explain a policy change that will affect existing customers
B. To complement a fact sheet that may serve as a backgrounder to a news event
C. To convince a journalist that a story is newsworthy
D. To announce a new business, product, or service

20. Which of the following is the BEST explanation of where background details should go in
a routine message, and why they should be placed there?
A. Background details should be presented right in the opening, so that readers will have
enough context to understand the main point of the message
B. Background details should be presented right in the opening, to show readers that the
writer is thorough
C. Background details should be presented shortly after the opening, to provide extra
information that supports the main point of the message (which is identified in the opening)
D. Background details should be presented at the end of the message, so that readers who are
uninterested in them can easily skip them

7-7
21. Which of the following is NOT a characteristic of a strong subject line?

A. It is specific.
B. It is creative and intriguing.
C. It is concise.
D. It is appropriate to the nature of the message.

22. Which of the following is a primary purpose for routine messages?

A. To build the writer's credibility
B. To enhance the reputation of the writer's organization
C. To give good news to the reader
D. To cement a good relationship with the reader

23. What is a reference line in a routine message?

A. It is an alternate term for the subject line.
B. It is the line that identifies recipients who are cc'd or bcc'd on the message.
C. It is an enhanced version of the writer's signature block.
D. It is an identification of the number used on related, previous pieces of correspondence.

7-8
24. Which of the following is a useful strategy for creating a successful electronic newsletter?
A. Be entertaining—include humorous anecdotes, popular internet memes, etc.
B. Be comprehensive—create long newsletters rather than short ones, so that each newsletter
speaks to as many readers as possible.
C. Be consistent—set up a regular delivery schedule for the newsletter, and stick to it.
D. Be artistic—make generous use of videos and multimedia.

Topic: 07-11 Writing Routine Requests
25. Which of the following should NOT be included in a summary of a document?

A. The document's main point
B. Supporting evidence and details
C. An evaluation of the document, if desired
D. A suggestion for further reading

Topic: 07-14 Summarizing
26. Which of the following should you NOT include in a voice-mail message?
A. A directive to call you back whenever the recipient is free
B. Your name and phone number
C. Enough information for your recipient to take any necessary action
D. A summary of the purpose of your message

7-9
27. Which of the following is NOT a target for social media press releases?
A. Bloggers
B. Reporters
C. Websites
D. Other social media platforms

28. Which of the following e-mail signoffs is most likely to promote a positive, professional
tone, especially if you do not know the recipient well?
A. No signoff at all—just end with your name and/or signature block
B. Thanks!
C. Regards
D. TTYL

Topic: 07-05 Formatting Memos and E-Mails
29. Which of the following strategies is the BEST explanation of where and how to present
negative elements in a routine message?
A. Place them at the beginning, to get them out of the way and help the reader focus on the
positive throughout the rest of the message
B. Place them in the middle (so that the first and last impressions in the message remain
positive), and present them as positively as possible, but make sure they're clear
C. Leave them out entirely; they're not appropriate material for routine messages
D. Place them at the end, so that less committed readers may miss them altogether

7-10
30. Which of the following is NOT a characteristic of a strong confirmation message?

A. It confirms an action, an event, an understanding, or an agreement.
B. It clarifies any necessary roles and responsibilities.
C. It identifies itself as a confirmation, not a new message.
D. It is reasonably lengthy, since it recreates an important conversation in as much detail as
possible.

Topic: 07-13 Sending Confirmations and Updates
True / False Questions
31. Block format is now the standard in formatting business letters.

TRUE

32. Reader benefits are necessary only when readers will disagree with your main point.
FALSE

33. Subject lines should usually be complete sentences.

FALSE

7-11
34. Transmittals do not have more than one purpose.

FALSE

35. Reader benefits for a new policy should stress how the policy helps the organization.
FALSE

36. If you can't make a subject line both short and specific, it's better to make it short.
FALSE

37. Reader benefits should be included in all informative messages.

FALSE

38. Subject lines are found only in emails.

FALSE

7-12
39. When summarizing a visit to a client for others in your organization to read, you should
write a chronological account.
FALSE

40. In a short routine message, the best strategy for ending the message may be to just stop.
TRUE

Topic: 07-09 Ending Routine Messages
41. Routine messages should be very short, so that readers can process them quickly.
FALSE

42. Written confirmations of oral conversations are considered a duplication of effort and,
therefore, are rarely used in a business setting.
FALSE

Topic: 07-13 Sending Confirmations and Updates
7-13
43. In a summary of a conversation for internal use, identify the people who were present, the
topic of discussion, decisions made, and who does what next.
TRUE

44. Research shows that when people have complaints that are quickly resolved, the majority
will still buy from the same company; however, when people have problems but don't
complain, only 9% will buy from the same company again.
TRUE

45. Document format tells your reader how caring, careful, and professional the writer is.
TRUE

46. Memos and e-mails follow similar format and structure.

TRUE

7-14
47. With better filters and increased security, spam is actually on the decline across the
world.
FALSE

48. Even if you call someone by his or her first name in person, letter format requires that you
use a courtesy title and the reader's last name in the salutation.
FALSE

49. When a letter runs two or more pages, letterhead stationery should be used only for the
first page.
TRUE

50. Enclosures do not have to be noted in the body of the letter.

FALSE

7-15
51. In a memo with headings, the first paragraph does not have a heading.
TRUE

52. Some writers still treat e-mail messages as informal letters beginning with a salutation and
closing with a signature block.
TRUE

53. Routine messages should start by announcing any good news and summarizing the
message's main points.
TRUE

54. Professional etiquette is unimportant in texting and instant messaging because everyone
knows they're so informal.
FALSE

7-16
55. News releases are sent to the media to ensure search engine and database access.
TRUE

56. Routine messages should present any negatives as positively as possible, while still being
clear about the negative.
TRUE

57. Summarizing is a key component of fact sheets.

TRUE

58. Stating that "It's our policy" is a useful way of explaining why you can't respond to a
reader's complaint in the way the reader desires.
FALSE

59. The email signoff is often a primary influence on how a reader emotionally perceives an
email.
TRUE

7-17
60. Routine requests should provide background detail first, and build up to the actual request
at the end of the document.
FALSE

Topic: 07-11 Writing Routine Requests
Fill in the Blank Questions
61. A(n) _____ goes to someone in another organization; a(n) _____ goes to someone within
your own organization.
letter; memo
62. The _____ line is the title of a document.

subject

63. _____ are other documents that accompany a letter.

Enclosures
64. Routine messages should use a(n) _____ ending.

goodwill

7-18
65. The _____ is the greeting at the beginning of the letter.

salutation
66. "Sincerely" is a standard _____.

complimentary close
67. A(n) _____ line tells what the letter is about; a(n) _____ line refers the reader to the
number used on previous correspondence or the order (or invoice number) that this letter is
about.
subject; reference
68. _____ copies are copies of letters that are distributed to additional recipients, without
mentioning this fact on the original letter.
Blind
69. ___________ is a kind of e-mail scam that is based on the fact that the fraudulent e-mail
appears to come from a legitimate source.
Phishing
7-19
70. A(n) _____________ often complements a fact sheet, and is often sent by an organization
to the media to make an announcement, with the goal of also making the announcement
newsworthy.
news release

71. A(n) _______________ is a routine message that along with another document, and that
introduces or explains what this other document is.
transmittal

72. The standard format for letters is known as _________ format.

block
73. ___________ is preprinted stationary with the organization's name, logo, address, and
phone number on it.
Letterhead
74. A(n) ____________ is carefully designed with conventional format, no more than 1-2
pages long, beginning with an attention grabbing headline, and with ending contact
information.
news release

7-20
Another random document with
no related content on Scribd:
“There is Umi in his canoe with leho, e hoemi ka waa o kaua i
the shells. Let us get our canoe hope a nalowale o Umi.” A
to the rear and out of sight of kaawale laua nei mai ia Umi mai,
Umi.” When they were some olelo aku o Iwa: “E Keaau,
distance from Umi, Iwa said: maanei oe e lana ai a loaa mai
“Say, Keaau, you must float right ia’u.” Lana o Keaau, luu o Iwa, a
at this spot until I return with your hiki i ka honua o lalo, hele a hiki
shells.” Keaau therefore kept his malalo o kahi a Umi e lana nei,
canoe floating on the same spot pii keia mai lalo ae a kokoke ia
while Iwa dove down and swam Umi. E iho ana na leho mawaho
until he had reached the bottom o ka waa o Umi. E apo ae ana o
of the ocean, then walked under Iwa, lilo ia ia nei i lalo, a ke koa
water to the place where the hawele o Iwa i ke aho a paa. Luu
canoe of Umi was floating, then aku la a loaa o Keaau e lana
swam up until he was almost up ana, ea ae la me na leho. Ia wa,
to the surface; and as the shells hoi laua a pae ma Leleiwi i Hilo,
were being let down on the side noho o Keaau me Iwa ma laila.
of the canoe, Iwa grabbed them O ka Keaau hana ka holo e luu
and took them down with him to hee me ua mau leho nei, me
a large coral, there he fastened Kalokuna. Ka ka hee hana ka pii
the fish-line, then he took the a e komo ka waa, hoi i uka.
shells and swam under water
until he reached their canoe and
got into it. The two then returned
and landed at Leleiwi, in Hilo,
where they made their home.
Upon the recovery of his shells
Keaau again took up his favorite
occupation, that of squid fishing,
taking along his shells,
Kalokuna. The squids at sight of
the shells climbed and entered
the canoe until it was loaded
down when they returned to
shore.
(We will here leave Keaau and (Ma keia wahi e waiho ka olelo
let us return to Umi.) ana, a e hoi hou mahope ia
Umi.)
After the shells were taken by A lilo mai na leho ia Iwa, noho o
Iwa and the line fastened to a Umi me ka minamina, e manao
coral, Umi after a time pulled up ana he mau maoli ko na leho i
on his line, but to his surprise it lalo i ke koa. Nolaila, ku moe o
would not yield and thinking that Umi i ke kai me na waa, a me na
the line was entangled to the kanaka, noho a ai, a ia, hookahi
coral he did not wish to pull very hana he luu i na leho. Kii ia aku
strong, thinking the line would la na kanaka aho loa i ka luu. I
break and he would lose the ka luu ana ekolu kaau anana e
shells. Fearing he would lose pau, aole e hiki aku i lalo i ke
them he remained in his canoe koa i paa ai ke kaula, pela ka
all day, and that night he slept hana ana a hala he hepekoma
out at sea with his men, and for okoa. Hoouna o Umi i na kukini,
some days he lived there, while e kaapuni ia Hawaii i loaa ke
his men dove down to untangle kanaka aho loa, e pau ai ke koa i
the fish-line and thus recover the ka luu a loaa na leho. Ia kaapuni
much valued shells. Men noted ana, loaa o Iwa ma Leleiwi e pili
for being able to stay under la me Kumukahi, i waena o Puna
water a long time were sent for, a me Hilo. A lohe o Iwa i ka olelo
and these men were told to go a ka elele kukini, hai mai o Iwa,
down, but the best they could do aohe leho, he aho wale no ia e
was to go down three times forty paa ala i ke koa. Ua lilo mai na
fathoms, seven hundred and leho ia Keaau. Ma keia olelo a
twenty feet, 6 not deep enough to Iwa i ka elele, lawe ia aku la a
reach the bottom where the line mua o Umi. Ninau mai o Umi ia
was tangled. This was kept up Iwa, no na leho. Hai aku o Iwa e
for a week. Umi then sent out his like me na olelo i ka elele, a pau
runners to make a circuit of ia olelo mai o Umi. Loaa no ia oe
Hawaii to look for a man who ke kii, ae aku o Iwa. “Ae.” Hele
could stay under water long aku la o Iwa a hiki i o Keaau la,
enough to recover the shells. In ma Leleiwi.
this trip around the island of
Hawaii, Iwa was found at Leleiwi,
the point of land adjoining
Kumukahi, between Puna and
Hilo. When Iwa heard the king’s
wish through his runner, Iwa said
to him: “There are no shells at
the end of the line. The line only
is fastened to some coral in the
bottom of the ocean. The shells
have been recovered by Keaau.”
When the runner heard this he
returned to Umi taking Iwa with
him and told Umi of what he had
heard from Iwa. Umi then asked
Iwa regarding the shells and Iwa
told Umi just what the runner had
told him. At the close of the
report Umi asked Iwa: “Can you
get these shells for me if you
should go for them?” Iwa replied:
“Yes,” 7 Iwa then journeyed back
to the home of Keaau in Leleiwi.
It was Keaau’s custom to hide He mea mau ia Keaau, ka huna i

these shells on the end of the na leho ai, oia o Kalokuna ma.
house, up next to the [290]curve Ma ka loha o [291]ka hale o
of the rafters; and the other waho, e pili ana i ka hio kala, a o
shells, the ones that he did not na leho ai ole, i loko pono lakou
care so much for, he kept them o ka hale e kau ai.
in the house hung up on a cord.
About dusk Iwa made his A poeleele, hoopuka loa aku la o

appearance near the house and Iwa i ka hale, lalau aku la i na
knowing where the shells were leho a loaa, hoi aku la i o Umi la
secreted he went up and i Kona. Haawi aku la o Iwa i na
removed them from the place leho ia Umi, a ike o Umi, olioli ia,
they were hidden and he then a olelo mai ia Iwa: “Akamai oe i
returned to Kona, and handed ka aihue.” Alia nae au e mahalo
them over to Umi. When Umi ia oe, a loaa kuu wahi koi, aia i
saw the shells he was made very lalo i Waipio, i ka heiau o
happy and he then said to Iwa: Pakaalana, o Waipu ka inoa.
“You are a smart thief, but I am Olelo aku o Iwa: “Loaa paha ia’u,
not going to praise you just yet, aole paha? aka, e hoao wau.”
not until you can produce my
axe, which is being kept in
Waipio in the temple of
Pakaalana. The name of the axe
is Waipu.” Iwa then made reply:
“I don’t know whether I will be
able to steal it or not, but I shall
try.”
(We will here speak a few words (Maanei kakou e luaana iki iho ai
relating to the axe and how it no na olelo e pili ana i ke koi, a
was kept by its guards.) me na hana a na kiai.)
This axe, Waipu, was kept by O ua wahi koi nei o Waipu, he

two old women. It was fastened mau luahine elua na kiai, ua
to the middle of a piece of rope hana ia he kaula, paa he poo i
and the ends of the rope were ka ai o kekahi luahine, a o
fastened around the necks of the kekahi poo hoi i kekahi luahine,
two old women allowing the axe ma waena ke koi e lewalewa ai.
to dangle between the two. 8
There was a very strict kapu 9 He kapu hoi, aohe kanaka

placed on this axe; no person maalo, aohe puaa holo, aohe ilio
was allowed to pass near the aoa, aohe moa kani, mai Waipio
place, and during the period of ke kapu a Puuepa, ma waena o
time when the kapu was in force, Waimea a me Kawaihae, alaila
the pigs were not allowed to run pau. Aia a noenoe poeleele o ke
about, the dogs were not allowed ahiahi, holo ka luna kala, mai
to bark, and even the roosters Puuepa a ka pali o Puaahuku i
were kept from crowing. The Waipio, he oloa ma ka lima
kapu was extended from Waipio akau, ma waena o ka iwi kano a
to Puuepa, a hill between me ka peahi, o ia ka Lepa. Penei
Waimea and Kawaihae. At dusk, e kala ai: “E moe e! E moe i ke
just before it gets real dark in the koi o Umi e! Kapu ke kanaka a o
evening the crier 10 would run e hele, kapu ka ilio a o e aoa,
from Puuepa to the cliff of kapu ka moa a o e kani, kapu ka
Puaahuku overlooking Waipio, puaa aole e holo, e moe e!”
carrying oloa kapa in his right Elima hele ana a keia luna ao ka
hand, held between the palm of po.
the hand and the wrist as a flag
and would cry out: “Sleep ye,
sleep ye because of the axe of
Umi. Persons are kapued from
walking about, the dogs are
kapued from barking, the
roosters are kapued from
crowing, the pigs are kapued
from running about. Sleep ye.”
The crier was required to make
five trips back and forth before
daylight.
After Umi had told Iwa what he A pau ka olelo ana a Umi me
wanted, the sun was past the Iwa, aui ka la. Hele mai la o Iwa,
meridian. Iwa did not, however, a ahiahi poeleele, hiki i Puuepa,
wait for further directions but holo o Iwa me ke kahea ana e
started out on his way to Waipio. like me ka luna holo mau
Just before dusk he arrived at mamua aku, me ka oloa i ka
Puuepa and immediately started lima. A hiki i Puaahuku, he pali
running and crying out like the ia e kiei ana ia Waipio. Ma keia
king’s crier with a flag in his kahea ana a Iwa, moe na
hand. He continued running until kanaka a me ka luna mua, ala
he reached the cliff of Puaahuku, no make, hele no make. Nolaila,
looking down into Waipio. In oia nei wale no ke kanaka hele.
calling out the way he did, the O na kanaka a pau, ke manao
crier, whose duty it was to make nei no o ka luna mua. No ka
the cry, was forced to go to sleep mea, aohe wahi lilo, oia okoa no,
like the rest of the people, for to na kino, na oloa, na leo, na
get up and go about meant mama.
death. Because of this Iwa was
the only one about, all the
people believed it was the usual
crier and the crier himself
believed that the king had
appointed some one else to take
his place. Furthermore the
people could not recognize any
difference; the build was the
same, the flag looked the same,
the voice sounded the same and
the speed in running was the
same.
Iwa continued running from the Holo aku la o Iwa mai luna o ka
top of the cliff down to the temple pali a ka heiau o Pakaalana,
of Pakaalana 11 and then he kahea aku la: “Ke moe nei no
called out: “Are you two still olua?” “O,” pela mai na luahine,
asleep?” The old women replied: “aole maua i moe, ke ala aku nei
“No, we [292]are not asleep, we no.” [293]Olelo malie aku o Iwa:
are still awake.” Iwa then asked “Auhea kahi koi e haha aku
quietly: “Where is the axe? Let wau?” “Eia no,” wahi a na
me feel of it.” “Here it is,” luahine. “E neenee mai olua a
answered the old women. “You kokoke i launa aku kuu lima, o
must come nearer so that I can ka haha wale aku ka!” Ia nee
touch it with my hand. I just want ana mai a na luahine a kokoke
to feel of it.” When the old loaa pono aku la ke koi i ko ianei
women drew nearer to Iwa, he mau lima, e huki mai ana keia
reached out and pulled at the lilo. Kahea na luahine: “He aihue
axe, getting it away from them. ka keia e! Ua lilo ke koi a ke ’lii
The old women then called out: e! Make maua e! Kai no he
“Here is a thief! The king’s axe is kanaka pono keia e!” Lohe na
gone! We are killed! We had mea a pau, ala mai la alualu.
thought this was a good man!” Kahea na luahine, kau o Iwa i
When the people heard this, they luna o Puaahuku me ke koi. Hiki
all got up and gave chase. When ka hahai i laila, hele ana o Iwa i
the old women made the first Mahiki, pela no ka holo ana a
outcry, Iwa had reached the top hiki o Iwa i Puuepa. Hiki ka
of Puaahuku with the axe in hahai i laila, hele ana o Iwa i
hand. When the pursuers Puako. Alaila, pau ka hahai, pau
reached there he had reached mai la ke kapu, hoi aku la o Iwa
Mahiki. This chase was kept up a hiki i Kona, moe a ao, a hiki i
until Iwa reached Puuepa. When ka wa ai o Umi, noho ana o Iwa,
those in pursuit reached this a ike o Umi ia Iwa. Hoomaoe
place, he was at Puako. They mai la: “Aole no paha e loaa ia
therefore gave up the chase as oe kuu wahi koi?” I aku o Iwa:
the country beyond that place “Pela, aka, e nana mai oe, oia
was outside of the kapued area, paha nei, aole paha?” A ike o
while Iwa continued on until he Umi, olelo mai la: “Ka!
arrived in Kona. He then slept Kupanaha, e kuhi ana au aole e
until daylight the next day. When loaa ia oe, eia ka e loaa ana,
it was about time for Umi to have akamai oe.” Olelo hou mai o Umi
his morning meal, Iwa went up to ia Iwa: “Eia ko’u manao ia oe, e
him. When Umi saw Iwa he aho e hoao oe me ka’u poe
asked jokingly: “I don’t think you aihue eono. Elua hale, aia i ka
have been able to get my axe.” piha i ka po hookahi; hookahi ou,
Iwa then replied: “Perhaps not, hookahi o lakou. Ina i piha ole
but I want you to look at this axe kou hale, make oe, a pela hoi
and see if it is not yours.” When lakou.” “Ae,” aku o Iwa, “heaha
Umi saw it, he said: “How la hoi, o ko lakou hale no ke
strange! I thought you never piha, he nui lakou, a o e piha
would be able to get it; but here ko’u, he hookahi.”
you have gotten it. You are
smart.” After this Umi said to
Iwa: “Here is my thought
regarding you. I want you to try
with my six best thieves. There
are two houses to be filled in one
night, one for you and one for
them. If you will not be able to fill
yours first, you will be killed; so
shall it be with the others.” Iwa
then replied: “Yes, no doubt the
others will fill theirs first for there
are six of them. Mine will not be
filled because I am alone.”
There are six districts in the Eono moku o Hawaii, eono

island of Hawaii and Umi had six aihue akamai. I ka la okoa hele
expert thieves. 12 While it was still lakou, a ahiahi poeleele hiki.
daylight the six thieves went out Lawe mai la i ka waiwai a ko
to see what things they could lakou hale waiho, pela ka lakou
steal; and when it became dark hana ana a hiki i ka moa mua o
they began to steal and to carry ke kani ana. Koe iki ka hale. Ia
everything they could lay their wa ala o Iwa, e aihue aku kela i
hands on into their house. This ka waiwai a kela poe aihue, ko
was kept up until the first cock Umi, na kanaka, na wahine, na
crow, when there was very little keiki, na waa, na holoholona,
room left in the house. At about aole i pau na mea piha ko ianei
this same time Iwa woke up and hale. Ao ae la, aole i piha ka
as soon as the six men went to hale o ka Umi poe aihue, ia wa
sleep he proceeded to steal the pau lakou i ka make, koe o Iwa.
things stolen by them of Umi’s [294]
men, men, women, children,
canoes, animals and various
other things. Before he could
remove all the things into his
house there was no space left,
so he had to leave some of
them. When it was daylight the
next day they found that the
house belonging to the six men
was almost empty, while Iwa’s
house was filled with the
different things. The six men
were therefore declared beaten
and were killed 13 in place of Iwa.
[285]
1 The cowrie shells of greatest value

to Hawaiians in squid fishing were
those of dark reddish hue, containing
the attractive fire, as they called it,
necessary for baiting the octopus. ↑
2 Old time Hawaiians had nothing they
could hold as their own; everything
they possessed was liable to seizure by
one or another of rank above them. ↑
3 The frequent mention in tradition of
these kapas of Olaa indicate them
as treasurable products of high value.
The Ouholowai kapa was made from
the bark of the mamaki (Pipturus
albidus), dyed differently on its two
sides. The eleuli is described as a
perfumed kapa, rarely met with. ↑
4 Even in ancient Hawaii the principle
of setting a thief to catch a thief was
understood and observed. ↑
5 Lying evidently came easy to this
noted thief. ↑
6 This is considerably over twice the
record depth by expert divers of the
present day. ↑
7 The alleged “honor among thieves”
was not a governing principle in this
boy’s character. ↑
8 An ingenious way of guarding a
sacred article, one safeguarding the
other and both insuring protection. ↑
9 The reason of this strict kapu upon
the axe of Umi is not shown, and is
difficult to understand in connection
with its limitations, whether as a
weapon or a utensil. ↑
10 The crier of old time was called
kuhaua; another term was kukala,
which, by the former custom of auctions
being announced by aid of a red flag
and hand bell, became identified
therewith. ↑
11 Pakaalana was one of the temples
made famous in island history as a
place of refuge for windward Hawaii. It
was built before the time of Umi’s
grandfather Kiha, and was destroyed
by Kaeokulani, king of Kauai, in 1791. ↑
12 When it was a recognized right of
the king to take whatever he desired
of his subjects’ possessions, there
would seem to be little need for expert
thieves in his service, yet even
Kamehameha, with all his good
qualities, is said to have had one
Kaikioewa as superintendent of this
particular work, at the formation of his
government. ↑
13 Rough treatment for napping after a
successful raid. ↑
[Contents]
Legend of Punia. Kaao no Punia.
Punia at the Lobster Cave Finds Ike Punia oiai ma ka Lua Ula i ka
the Sharks Asleep.—Cunningly Moe o na Mano.—Me ke Akamai
He Causes the Death of Ten.— Make Umi Iaia.—Koe o Kaialeale
Kaialeale the King Shark Alone ke ’Lii Mano.—Olelo Maalea
Left.—Punia Traps It to Enter Punia i wahi e Komo ai i ka Opu.
Its Stomach.—Propping Its —I ka Hamama ana, Hoa Oia ia
Jaws Open He Fires Its Inwards. Loko me ke Ahi.—Oweli ka Mano
—The Shark Gets Weak and a Ohule o Punia.—Hui Punia me
Punia Bald-headed.—Stranded na Uhane Lapu.—Alakai Ia i ko
on a Sand Shore, the Shark is Lakou Make iloko O ka Wai, koe
Cut Open.—Punia Meets a Hookahi.
Number of Ghosts.—He Traps
Them to Their Death in the
Water, Till One Only Is Left.
The land in which Punia lived O ka aina i noho ai o Punia, o

was Kohala, Hawaii. After the Kohala i Hawaii, make ka
death of his father there was left makuakane, ola o Punia me ka
Punia and his mother, Hina. makuahine me Hina, o ka laua
Their occupation consisted in the hana ka mahi i uala, a loaa ka ai,
cultivation of sweet potatoes, aohe ia.
and in this way they were
supplied with food; but they had
no fish or meat.
the lobster cave. ka lua ula.
One day Punia said to [his I aku o Punia ia Hina: “E iho au i

mother] Hina: “Let me go down ka luu ula na kaua i ka lua ula a
to the lobster cave where father kuu makuakane.” Olelo mai o
used to go and get us some Hina: “Aole, o na lua ula, aohe
lobsters.” Hina replied: “No, that kanaka ola. Iho aku no ke
cave of lobsters is a dangerous kanaka e luu pau no i ka mano.”
place; no man can escape alive
from that place. When a person
goes down he will never come
up again, the sharks will eat him
up.”
Kaialeale. This was the name No Kaialeale. He mano ia, oia ke

given to a very large shark which ’lii o na mano e ae, e noho ana i
lived in that neighborhood and ka lua ula. He umi mano malalo
he was king of all the sharks 1 ona, oia ka umikumamakahi.
which lived near this cave of
lobsters. There were ten sharks
under him; he was the eleventh.
At the second request made by I ka lua o ka olelo ana a Punia i

Punia of his mother, he went on ka makuahine, iho keia a maluna
down until he arrived directly pono o ka lua ula, e moe ana o
over the lobster cave; there he Kaialeale a me na mano e ae.
saw Kaialeale 2 and the other Kahea iho la keia: “Ke moe nei
sharks asleep. Punia then called: no paha ua mano nui nei, o
“I wonder if that great shark Kaialeale ka inoa. Kuu luu aku
called Kaialeale is still asleep. If no auanei ia a ma kela lae la, ea
he is I can dive down and come ae, loaa no na ula elua, ola no
up at that point over yonder wau me kuu makuahine, hoi aku
where I will get two lobsters, and no me na uala ola no ka noho
my mother and I will have ana o uka.” Ia Punia e olelo ana,
something to eat with our ala na mano a pau loa a me
potatoes in the uplands.” While Kaialeale. I aku o Kaialeale i ka
Punia was talking to Kaialeale nui mano: “E nana pono kakou i
the rest of the sharks woke up. kahi a Punia e luu ai, alaila, luu
Kaialeale then said to the other aku kakou.” Aia ma ko Punia
sharks: “Let us watch and see lima he pohaku. Nou aku la ia
where Punia dives, then we will ma ka lae ana i olelo mua ai i na
dive in after him.” Punia had a mano, a haule ka pohaku i lalo o
stone in his hand while he was ke kai. Popoi aku la na mano ma
talking which he threw out ia wahi, hakahaka ka lua ula.
beyond the point where he Luu iho la o Punia a loaa elua
spoke about diving to get the ula, ea ae la a kau i luna, olelo
lobsters. When the stone struck aku i na mano. “A-ha-ha! luu iho
the water the sharks made a nei no o Punia loaa na ula elua,
dive for the place leaving the ola.” “Ola no maua me kuu
cave of lobsters unguarded. makuahine, na ke kahi o ka
Punia then dove down and mano, na ka lua, na ke kolu, na
secured two lobsters and then ka ha, na ka lima, na ke ono, na
addressed the sharks: “Here ka hiku, na ka walu, na ka iwa,
there, Punia has gone down and na ka umi, na ka
he has two lobsters, giving him umikumamakahi o ka mano au i
something to live on. This will hai mai nei. Na ka mano hiu
keep my mother and myself wiwi, nana au i hai mai nei.”
alive. It was the first shark, the Lohe o Kaialeale i keia olelo a
second, the third, the fourth, the Punia, [297]kahea i na mano a
fifth, the sixth, the seventh, the pau e moe pono. Helu keia a
eighth, the ninth, the tenth, it was pau he umi. Nana ma ka hiu a
the eleventh shark that told me loaa hookahi mano hiu wiwi. I
what to do, the one with the thin aku o Kaialeale: “Nau ka i hai
tail. He was the one that told me aku nei o Punia, make oe.” A
what to do.” When Kaialeale make ia mano, kahea mai o
heard this from Punia, he
ordered all the sharks to come Punia. “A-ha-ha! make no ia
together and get in a row. He oukou hoa ia!”
then proceeded to count them,
and sure [296]enough there were
ten of them, then he looked for
the one with the thin tail. When
he found the one he said: “So it
was you that told Punia what to
do. You shall die.” After this
shark was killed, Punia called
out: “So you have killed one of
your own kind.” After this Punia
returned home to his mother.
After they had eaten the two Hoi o Punia ai me ka makuahine

lobsters they were again without a pau keia mau ula, make hou i
any fish, so Punia again asked ka ia, olelo aku no o Punia: “E
his mother: “Let me go down and iho hou e luu ula na laua i ka lua
get us some more lobsters from ula.” I mai ka makuahine: “O ko
that cave.” The mother replied: iho ana paha ia i ola ai oe. Keia
“Your last trip probably was the iho ana paha make oe. Mai iho
one in which you came home oe.” Ku ae la o Punia a iho, a
safe. This trip may be your last. hiki i ka lua ula, kahea iho. Ala o
Don’t go down.” Punia, however, Kaialeale a me na mano a pau:
rose and went down to the cave Nou keia i ka pohaku ma kekahi
of lobsters. When he came to the aoao, lilo na mano i laila. Luu iho
place, he called out as he did at la keia loaa elua ula. Ea ae la i
the first time. Then when luna a kahea aku i na mano, e
Kaialeale and the other sharks like me na olelo mua, hai aku
woke up he threw a stone toward keia, na kekahi o ka mano, na ka
the other side away from the lua o ka mano, pela a hiki i ka
cave. When the stone struck the umi o ka mano, nana au i hai
water the sharks went after it. mai nei. Na ka mano opunui.
Punia then dove down and again Helu hou o Kaialeale i na mano,
got two lobsters. After he got a loaa ka mano opunui, pepehi
ashore he called out to the ia iho la make ia mano. Olelo
sharks as he did at the other hou aku no o Punia e like me na
time and then counted out the olelo mua i hala.
sharks from the first to the tenth,
and then named the tenth one as Pela no ka Punia hoopunipuni
the one which told him what to ana a pau na mano i ka make, a
do. “The one with the large koe o Kaialeale hookahi. Kalai o
stomach,” said Punia. Kaialeale Punia, elua ku laau, he iwilei ka
then proceeded to count the loa, he aunaki me ka aulima, he
sharks and when he found the nanahu me ka pulupulu, he ai,
one with the large stomach, he he paakai, he opihi, he pahoa, a
was killed by the others. Punia loko o ke eke.
then followed out the same line
of conversation as used by him
at the former time.
Punia thus continued deceiving Iho o Punia a maluna pono o ka

the sharks until all were killed lua a Kaialeale e moe nei, kahea
except Kaialeale. After this Punia iho o Punia: “Ke moe nei no
hewed out two sticks each a paha ua mano nui nei o
yard long; he next procured the Kaialeale! Ina i luu au, a i nahu o
two necessary sticks, 3 a hard Kaialeale ia’u, a make au, puai i
and a soft one, to make fire; then kuu koko i luna, ike kuu
he procured some charcoal and makuahine, ola hou wau. Aka, i
kindling wood; then he prepared luu au a hamama o Kaialeale a
some food, salt, an opihi 4 shell hele ku au i loko, make au, aole
and put all these things into a au e ola.”
bag. With this [bag] Punia
proceeded to the beach and Ia Punia e olelo ana, ke hoolohe
when he got directly over the nei o Kaialeale. I iho o Kaialeale:
cave, where Kaialeale was “Aole au e nahu ia oe, e ola oe,
sleeping, he called out: “If when I e hamama ana au a akea kuu
dive down Kaialeale should bite waha, a hele oe i loko, eia ka ko
me and I die and my blood mea e make ai oe ia’u. Make oe,
should come to the surface, then aole ou wahi e ola ai.” Luu aku la
my mother will see it and I shall o Punia me ke eke ana,
come to life again. But if when I hamama mai ana ka waha o
dive, Kaialeale should open wide Kaialeale.
his mouth so that I am
swallowed whole, I shall die and Hele ku keia i loko, popoi ka
will never be able to come to life waha, kukulu keia i na koo laau
again.” While Punia was talking, ana elua, akea o loko a
Kaialeale was listening, and he hakahaka, hia ke ahi a a, hoa ka
said to himself: “I will not bite you nanahu, wa’u keia i ka io o ka
for you might come to life again. mano me ka opihi, pulehu, o ka
I shall open my mouth wide ai, noho no keia ai, ka ka mano
enough for you to walk in. So ahai no i ka moana. Ua nui loa
this is the time when I shall kill ka eha o ka mano i keia mau
you. Yes, you shall die; nothing hana a Punia i loko o ka opu.
will save you.” Punia then dove Nolaila, ahai ka mano ia ia nei a
down with his bag, when anahulu i ka moana, nawaliwali
Kaialeale opened his mouth and ka mano, hoi a pae i Alula, aia i
Punia walked in. As soon as Kona ia wahi e kupono la i
Punia got into the mouth it tried [299]Hiiakanoholae. O Punia hoi,
to close up, but Punia took the ua helelei ka lauoho i ka noho i

two sticks he had hewed out and loko o ka opu, ka hana a ka eu.
stood them up which kept the
mouth open. He then rubbed the
two sticks and when the fire was
started he placed on the coals;
he next took out his opihi shell
and began to scrape the inside
of the shark and after he had a
ball of meat he proceeded to
cook it and when cooked he sat
down and with his potatoes he
made his meal, while the shark
was swimming here and there
through the ocean. This scraping
hurt the shark so much that he
could not keep still; he was
forced to go here and there.
Punia was carried around in the
shark for about ten days, when
at last the shark began to grow
weak and it made its way back
toward [298]land, arriving outside
of Kona, at a place called Alula,
directly out of Hiiakanoholae.
Punia on the other hand became
bald, from being in its belly; the
work of the rascal.
When Punia heard the breakers A lohe o Punia i ka owe o ka

on the shoals, he said: “If this is nalu i ke kohola, olelo ae: “Ina
near the line of breakers I will be he kunanalu keia, ola au, aka,
saved, but if I am to be taken to ina e lawe ia au a ke poi ana o
the edge of the deep sea, I will ke kai make au.”
die.” When Kaialeale heard this
he said: “I shall take you there Lohe o Kaialeale, olelo iho: “E
then, where you will die by me. lawe ana au ia oe a hiki i laila,
You shall die; nothing will save aia ka kou wahi e make ai ia’u.
you.” When they reached there, Make oe, aole ou wahi e ola ai.”
Punia again said: “If this is where A hiki laua nei i laila, olelo hou
the surf breaks I shall be saved, iho o Punia: “Ina o ke poi ana
but if I am to be taken to the dry keia o ka nalu, ola no wau, aka,
sand near where the grass ina e lawe ia au a ke one maloo,
grows by the seashore, I will die e pili ana me ka nahelehele,
and will not be saved.” Kaialeale make au, aole e ola.” Lawe hou
upon hearing this took Punia o Kaialeale a hiki i laila, i hoi mai
until he reached the shrubs. ka hana paa i ke one maloo.
When the shark attempted to
return he was caught in the dry
sand and there he laid.
When the people saw this great Ike mai la na kanaka i keia mea
thing they came to look at it, and nui, hele mai la e nana, a lohe o
as they gathered around the Punia, kahea ae: “E akahele iho
shark, Punia heard the people i ke kanaka o pepehi iho.” Hele
talking, so he called out: “Be mai la na kanaka me ka pahoa,
careful or you will kill me.” The kakaha i ka opu o ka mano.
people then took out their Puka ae la o Punia aohe lauoho,
wooden knives 5 and cut the ua hulu ole.
shark open. Punia then came
out. He was without any hair,
being completely bald.
This was the only place where No ku ’kua. O kahi kanaka iho la
there were any people, all the no ia, he ’kua wale mai no ma
rest of the place round about Keaukaha a me uka ae.
Keaukaha was inhabited by
ghosts.
After Punia got out of the shark Hele mai la o Punia ma ia wahi
he proceeded on his way and mai, a ike mai la i keia poe akua
saw several ghosts with nets all e hikii pohaku upena kuu ana i
busy tying on stones for sinkers ka lae kahakai. Pea ae la na
to the bottom of the nets; this lima o Punia i ke kua, a uwe helu
place was near the beach. At mai la i kahi a laua e lawaia ai
sight of the ghosts he placed his me ka makuakane. He
hands at his back and began hoopunipuni keia hana a Punia i
wailing and recounting in a chant ke ’kua, i pakele ia i ka make.
the different places where he
used to go fishing with his father.
In this Punia was trying to
deceive the ghosts in order to
save himself.
Alas, O my father of these Auwe no hoi kuu makuakane o

coasts! keia kaha e!
We were the only two fishermen Elua wale no maua lawaia o keia
of this place, wahi.
Myself and my father, Owau no o ko’u makuakane,
Where we used to twist the fish E hoowili aku ai maua i ka ia o
up in the nets, ianei.
The kala, 6 the uhu, 7 the palani, 8 O kala, o ka uhu, o ka palani,
The transient fish of this place. O ka ia ku o ua wahi nei la,
We have traveled over all these Ua hele wale ia no e maua keia
seas, kai la!
All the different places, the Pau na kuuna, na lua, na puka
holes, the runs. ia.
Since you are dead, father, I am Make ko’u makuakane, koe au.
the only one left.
At the sound of the wailing one I loko o keia hana a Punia, lohe
of the ghosts heard it and so kekahi mau akua, a olelo aku i
spoke to some of the others: “I ka nui o ke ’kua: “He leo hoi keia
hear a voice as though wailing. e uwe nei, eia la ke helu mai nei
There it is recounting the places i kahi a laua e noho ai me ka
where he used to live with his makuakane.” Olelo aku kekahi
father.” One of the ghosts akua: “He wi makani paha, a i
replied: “It must be the sound of ole ia, he keu pueo.” Olelo mai
the wind or else it is the hooting kekahi: “E hoolohe hou kakou i

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Excellence in Business Communication Canadian 5th

Business Communication Process and Product Canadian 5th

Business Communication Building Critical Skills

Multiple Choice Questions

1. Which of the following is LEAST likely to be useful to readers in a transmittal explaining

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4. In which of the following situations is it LEAST necessary to include reader benefits in an

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5. Which of the following is LEAST likely to be a purpose in an informative or positive

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6. Which of the following is MOST likely to build goodwill in a letter granting an

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13. Which of the following would NOT be included in a fact sheet?

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16. Which of the following is NOT true of e-mail etiquette?

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18. Which of the following is NOT true of e-mail etiquette?

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19. Which of the following is NOT a purpose of a news release?

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21. Which of the following is NOT a characteristic of a strong subject line?

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22. Which of the following is a primary purpose for routine messages?

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23. What is a reference line in a routine message?

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25. Which of the following should NOT be included in a summary of a document?

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30. Which of the following is NOT a characteristic of a strong confirmation message?

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True / False Questions

31. Block format is now the standard in formatting business letters.

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33. Subject lines should usually be complete sentences.

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34. Transmittals do not have more than one purpose.

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