KISI - KISI SISTEM KEAMANAN KOMPUTER

1. Tuntutan Information based society secara umum adalah :
a.    Kemampuan menyediakan infrastruktur informasi yang mahal.
b.    Kemampuan pengoperasian perangkat lunak aplikasi yang mapan.
c.    Kemampuan akses dan menyediakan informasi secara cepat dan akurat.
d.    Kemampuan menyediakan layanan internet di kantor.
2. Peluang untuk terjadinya kejahatan komputer penyadapan (sniffing) informasi pada saat login ke dalam suatu server untuk mendapatkan layanan http terbatas, kemungkinan besar terdapat pada :
a.    Saat hubungan dengan internet.
b.    Aplikasi bisnis berbasis TI meningkat.
c.    Transisi single vendor ke multi vendor
d.    saat kemampuan user meningkat.

3. Peluang untuk terjadinya kejahatan komputer pencurian password untuk akses sistem ke dalam suatu server untuk mendapatkan kekuasaan administrasi sistem lokal, kemungkinan besar terdapat pada :
a.    Saat hubungan dengan internet.
b.    Aplikasi bisnis berbasis TI meningkat.
c.    Transisi single vendor ke multi vendor
d.    saat kemampuan user meningkat.
4. Peluang untuk terjadinya kejahatan komputer penyalahgunaan account number dalam e-commerce, kemungkinan besar terdapat pada :
a.    saat source code semakin besar
b.    Aplikasi bisnis berbasis TI meningkat.
c.    Transisi single vendor ke multi vendor
d.    saat kemampuan user meningkat.
5. Wire tapping merupakan ancaman keamanan pada level :
a.    operasi
b.    Physical
c.    teknik komunikasi
d.    Personel
6. Tidak adanya sisdur (sistem dan prosedur) setelah terjadinya serangan (post attack recovery) merupakan ancaman keamanan pada level :
a.    operasi
b.    Physical
c.    teknik komunikasi
d.    Personel
7. Karakteristik penyusup yang tertarik menemukan jenis sistem dan data yang dimiliki oleh suatu sistem disebut :
a.    The Malicious
b.    The High profile intruder
c.    The curious
d.    mundane
8. Karakteristik penyusup yang berusaha menggunakan suatu sistem secara tidak sah untuk memperoleh popularitas dan ketenaran disebut :
a.    The Malicious
b.    The High profile intruder
c.    The curious
d.    mundane
9. Istilah untuk orang yang spesialisasi aktivitas hackingnya adalah mencari celah kelemahan pada saluran komunikasi di sebut :
a.    Phreaker
b.    lamer(script kiddies)
c.    cracker
d.    wizard
10. Istilah untuk orang yang spesialisasi aktivitas hackingnya adalah melakukan pembongkaran proteksi program aplikasi komersial seperti game agar dapat digunakan secara gratis, di sebut :
a.    phreaker        
b.    lamer(script kiddies)       
c.    cracker       
d.    wizard
11. Gangguan pada aspek privacy / confedentiality biasanya berupa :
a.    Denial of service attack        
b.    man in the middle attack       
c.    Penyadapan (sniffer)       
d.    mail bomb
12. Gangguan pada aspek availability biasanya berupa :
a.    Denial of service attack
b.    man In the middle attack
c.    Penyadapan (sniffer)
d.    spoofing
13. Gangguan pada aspek integrity biasanya berupa :
a.    Denial of service attack
b.    man In the middle attack
c.    Penyadapan (sniffer)
d.    mail bomb
14. Aspek keamanan yang berhubungan dengan ketersediaan informasi ketika dibutuhkan disebut :
a.    Integrity
b.    Availability
c.    Access control
d.    authentication
15. Aspek keamanan yang menjaga agar informasi tidak boleh diubah sedikitpun oleh siapa pun yang tidak berhak disebut :
a.    integrity
b.    Availability
c.    access control
d.    authentication
16. Aspek keamanan yang menjamin keaslian terhadap orang yang mengakses suatu sistem atau aspek yang menjamin keaslian informasi yang dipertukarkan disebut :
a.    integrity
b.    Availability
c.    access control
d.    authentication
17. Dari beberapa model penyerangan terhadap keamanan (security attack) di bawah ini, yang menyebabkan obyek palsu dapat disisipkan ke dalam sistem oleh pihak yang tidak berwenang adalah :
a.    interruption
b.    modification
c.    fabrication
d.    interception
18. Security attack yang menyebabkan pihak tak berwenang berhasil mengakses aset atau informasi dan melakukan perubahan aset tersebut disebut.
a.    Interupption
b.    modification
c.    Fabrication
d.    interception
19. Denial of service yang menganggu ketersediaan informasi pada sistem, termasuk jenis security attack :
a.    Interupption
b.    modification
c.    Fabrication
d.    interception
20. Orang yang melakukan pengamanan terhadap informasi / data yang dimilikinya disebut :
a.    Cryptography
b.    Cryptoanalysis
c.    Cryptographer
d.    Cryptoanalist
21 Orang yang melakukan pembongkaran lapisan enkripsi pada informasi / data, disebut :
a.    Cryptography
b.    Cryptoanalysis
c.    Cryptographer
d.    Cryptoanalist
22. Kriptografi dapat menjamin aspek confidentiality dengan cara
a.    melakukan penyandian pada data/informasi.
b.    Menggunakan password (tandatangan) digital.
c.    Menggunakan sertifikat digital.
d.    Pilihan b dan c benar.

23. Kriptografi dapat menjamin aspek authenticity dengan cara :
a.    Melakukan penyandian pada data/informasi.
b.    Menggunakan password (tandatangan) digital.
c.    Menggunakan sertifikat digital.
d.    Pilihan b dan c benar.
24. Karakteristik cryptosystem yang baik adalah, KECUALI :
a.    keamanan terletak dalam kerahasiaan kunci, bukan algoritma.
b.    Memiliki ruang kunci (keyspace) yang besar.
c.    Mampu menghasilkan cypertext acak di satu jenis tes statistik saja
d.    Mampu menahan seluruh serangan yang telah dikenal sebelumnya.
25. Yang merupakan contoh penerapan asymetric Cryptosystem adalah :
a.    DES (Data Encryption Standard)
b.    Blowfish
c.    RSA (Rivest Shamir and Adleman)
d.     IDEA
26. Jenis penyerangan Rubber-hose cryptoanalisis adalah :
a.    jika cryptanalist mengancam, memaksa, intimidasi secara fisik kepada seseorang sehingga mereka memberikan kuncinya.
b.    jika cryptanalist memiliki chipertext dari sejumlah pesan yang telah dienkripsi menggunakan algoritma yang sama.
c.    jika cryptanalist memiliki akses terhadap plaintext dan chipertext beberapa pesan dan dapat memilih plaintext yang dienkripsi.
d.    jika cryptanalist memiliki pengetahuan tentang hubungan antar kunci-kunci yang berbeda.
27. Terdapat 5 teknik dasar kriptografi, yaitu KECUALI :
a. substitusi                 b. ekspansi            c. blocking             d. uji statistik
28. Titik masuk tak terdokumentasi rahasia di suatu program untuk dapat memberikan akses tanpa melalui jalur normal disebut :
a. trojan horse             b. worm                c. trapdoor            d. logic bomb
29. Rutin tak terdokumentasi rahasia yang ditempelkan dalam suatu program yang memiliki izin akses untuk masuk ke dalam suatu jaringan disebut :
a. trojan horse             b. worm                 c.trapdoor             d. logic bomb
30. Istilah untuk rutin program yang hanya memiliki salah satu kemampuan dari virus yaitu hanya mengkonsumsi sumberdaya sistem dengan cara mereplikasi dirinya sendiri :
a. logic bomb                b. bachteria            c. trap door             d. torjan horse
31. Setelah menularkan dirinya ke suatu sistem virus akan mengalami 4 fase, fase dimana virus menempatkan kopian dirinya ke program lain atau daerah tertentu di disk, disebut :
a. fase propagasi         b. fase pemicuan        c. fase tidur             d. fase eksekusi
32. Virus yang melakukan mutasi setiap melakukan infeksi disebut :
a. memory resident virus         b. parasitic virus         c. parasitic virus         d. stealth virus
33. Virus tradisional yang hanya akan menempelkan dirinya ke program inang (program host) dan akan mereplikasi jika program inang tadi dieksekusi disebut :
a. memory resident virus         b. parasitic virus         c. parasitic virus         d. stealth virus
34. Kelebihan Worm dibandingkan virus biasa adalah, KECUALI :
a.    kemampuan eksekusi jarak jauh
b.    memanfaatkan layanan jaringan untuk mereplikasi diri.
c.    Memanfaatkan memori untuk residen.
d.    Melakukan pengecekan pada sistem yang akan ditularinya, apakah sudah tertular atau tidak.
35. Heuristic scanner merupakan antivirus periode :
a. generasi kedua         b. generasi keempat        c. generasi ketiga         d. generasi kesatu
36. Metode pembatasan yang ketat yang membagi pengguna dalam account tertentu dan memberi atribut keamanan untuk setiap devices yang ada di suatu sistem linux, disebut :
a.    applet system
b.    Network Access Control
c.    shadowing
d.    Discretionary Access Control
37. Fungsi firewall linux pada level Network terdapat pada file :
a. TCPWrapper              b. chmod            c. Anlpasswd             d. inetd
38. Aktivitas dari sistem operasi linux untuk merekam setiap kejadian dan menyimpannya untuk dianalisa disebut :
a. event viewer                 b. auditing            c. logging              d. tidak ada yang benar
39. Xferlog adalah file log untuk mencatat :
a.    Rekaman user yang pernah login
b.    rekaman informasi login di ftp daemon
c.    Rekaman layanan http/webserver
d.    rekaman pesan kesalahan http /webserver
40. Acces_log adalah file log untuk mencatat :
a.    Rekaman user yang pernah login
b.    rekaman informasi login di ftp daemon
c.    Rekaman layanan http/webserver
d.    rekaman pesan kesalahan http /webserver
41. Tipe dasar ruled based system pada Intrusion Detection di Sistem operasi linux yang aktivitasnya adalah mengawasi semua lalu lintas jaringan dan langsung bertindak jika dicurigai ada penyusupan di sebut :
a. Preemptory.              b. Actionary             c. Reactionary             d. back-uptionary
42. Tipe dasar ruled based system pada Intrusion Detection di Sistem operasi linux yang aktivitasnya adalah membaca file log dan segera bertindak jika dicurigai ada penyusupan di sebut :
a. Preemptory.             b. Actionary            c. Reactionary             d. back-uptionary
43. Adanya aktifitas tidak normal di luar jam kantor, seperti peng-copy-an file system di dalam suatu system server tertutup, dapat diketahui dengan menggunakan program IDS (Intrusion Detection System) yang disebut :
a. Anlpasswd             b. TCPwrapper            c. Apache             d. host entry
44 Pada Windows NT, yang menjamin user memiliki hak untuk mengakses system, meng-administrasi kebijakan keamanan dan memberikan layanan otentikasi user disebut :
a.    Security Account Manager (SAM)
b.    Security Reference Monitor (SRM)
c.    Local Security Authority (LSA)
d.    Transaction Loging
45. Pada Windows NT, yang memeriksa status izin user dalam mengakses dan hak user untuk memanipulasi obyek serta membuat pesan audit disebut :
a.    Security Account Manager (SAM)
b.    Security Reference Monitor (SRM)
c.    Local Security Authority (LSA)
d.    Transaction Loging
46. Pada Windows NT, yang dikenal sebagai directory service database untuk layanan validasi disebut :
a.    Security Account Manager (SAM)
b.    Security Reference Monitor (SRM)
c.    Local Security Authority (LSA)
d.    Transaction Loging
47. Dalam sistem operasi Windows, utilitas untuk melakukan edit dan modifikasi value dalam registry adalah :
a.    Windows NT Diagnostics
b.    Even Viewer
c.    Registry Editor
d.    System policy editor
48. Toleransi kesalahan pada windows NT dengan adanya kemampuan untuk menyediakan data redudan secara real time disebut :
a.    cluster remapping
b.    Sector sparing
c.    transacation logging
d.    Fault Tolerance
49. Teknologi redudansi data secara realtime yang meliputi penulisan data secara simultan ke dua media penyimpanan yang secara fisik berbeda disebut :
a.    Disk Mirroring
b.    cluster remapping
c.    Disk Stripping dengan parity
d.    sector sparing
50. Windows NT dalam menangani keamanan Remote Access Server (RAS), melengkapi dirinya dengan kemampuan untuk melakukan pengecekan nomor telepon yang valid. Kemampuan ini disebut :
a.    auditing
b.    callback security
c.    share administrative
d.    otentikasi user

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ASSIGNMENT III

MEMO

A short message or record used for internal communication in a business.Once the primary form of internal written communication, memorandums (or memos) have declined in use since the introduction of email and other forms of electronic messaging.

Etymology:

From the Latin, "to bring to remembrance"

Examples and Observations:

• "Abide by this one main rule in every memo-writing situation:

  Be clear, brief, and tactful.

  Because many activities are competing for their time, readers expect information to be related as quickly and clearly as possibly. Yet be sure not to sacrifice tact and sensitivity as you strive to achieve conciseness."
  (William Sanborn Pfeiffer, Technical Writing: A Practical Approach. Prentice Hall, 2003)



• How to Organize a Memo
  "The following guidelines will help you structure a memo:

  - Use a clear subject line.
  - State your purpose in the first paragraph.
  - Summarize any potential objections.
  - Keep the paragraphs short.
  - Use subheads between paragraph groups.
  - Use bulleted and numbered lists.
  - Request action."

  (Mitchell Ivers, Random House Guide to Good Writing. Ballantine, 1991) 
• Purpose of Memos
  "Memos are used within organizations to report results, instruct employees, announce policies, disseminate information, and delegate responsibilities. Whether sent on paper, as emails, or as attachments to emails, memos provide a record of decisions made and actions taken. They also can play a key role in the management of many organizations because managers use memos to inform and motivate employees. . . .
  
  "Adequate development of your thoughts is crucial to the clarity of your message, as the following example indicates:
• ABRUPT Be more careful on the loading dock.
• DEVELOPED To prevent accidents on the loading dock, follow these procedures:
  1. Check . . .
  2. Load only . . .
  3. Replace . . .

Although the abrupt version is concise, it is not as clear and specific as the developed version. Do not assume your readers will know what you mean. Readers who are in a hurry may misinterpret a vague memo."
(Gerald J. Alred, Charles T. Brusaw, and Walter E. Oliu, Handbook of Technical Writing, 8th ed., Bedford/St. Martin's, 2006) 

E-MAIL

E-mail (electronic mail) is the exchange of computer-stored messages by telecommunication. (Some publications spell it email; we prefer the currently more established spelling of e-mail.) E-mail messages are usually encoded in ASCII text. However, you can also send non-text files, such as graphic images and sound files, as attachments sent in binary streams. E-mail was one of the first uses of the Internet and is still the most popular use. A large percentage of the total traffic over the Internet is e-mail. E-mail can also be exchanged between online service provider users and in networks other than the Internet, both public and private.

E-mail can be distributed to lists of people as well as to individuals. A shared distribution list can be managed by using an e-mail reflector. Some mailing lists allow you to subscribe by sending a request to the mailing list administrator. A mailing list that is administered automatically is called a list server.

E-mail is one of the protocols included with the Transport Control Protocol/Internet Protocol (TCP/IP) suite of protocols. A popular protocol for sending e-mail is Simple Mail Transfer Protocol and a popular protocol for receiving it is POP3. Both Netscape and Microsoft include an e-mail utility with their Web browsers.

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FIVE OF WRITING FOR ASSIGMENT

 Form Junkie to Pro

A destructive obsession can be turned into a success. In his second year of high school, Bisri started online gaming. Soon it started to mess up his life. He skipped meals, showers, and toilet breaks. He did not sleep much, was late for school and argued with his family. When his classmates graduated and he failed, Bisri was shocked. He came home and deleted all the games on his computer. For a week he had the symptoms of a drug addict withdrawal : stomachache, headache and extreme sweating. It was hard but he held on. He finished school a year later, was accepted in a game designing school and got a Bachelor’s degree in Computer Science. Now, he creates  games  that can only be played once a week for an hour. He keeps campaigning againts game addiction. Playing games  is fine as long as it does not control your life.

Unsung Heroes

One day in the early 1940’s, several injured guerilla fighters came to poor farmer named Dodit. Despite his limitations, Dodit did all he could to help fighters. He tended their wounds and gave them a place to sleep in his humble hut, hiding them from the Dutch troops. A few days later, another bunch of soldiers who were seriously injured appeared at the door. In spite of their great fear of being discovered by the Dutch, Dodit and his wife also gave them shelter, food, and all the care they needed. Finally, when all the fighters were back on their feet, they left the kind couple with renewed strength and spirit.

Classified of Paintings

Based on the media used, paintings can be classfied into three types : oil, pastel and acrylic. The first oil paintings, using drying oil. Oil paint has become the main medium to create artworks. Raden Saleh and Basuki Abdullah, famous Indonesian painters, used oil point. The second type is pastel paintings, using a painting medium in the form of sticks. Each stick consists of a powdered pigment and a binder. The same pigments are used to produce all colored art media, including oil paint. Because the surface of a pastel painting is fragile and easily gets dirty, it needs to be protected, such as by using a glass frame. Indonesian painters Sholihin, Kusnadi, and Soenarto use a pastel. The third type be made thinner with water, but becomes water resistant when dry. The finished acrylic painting can resemble a watercolor or an oil painting. One Indonesian painter who use acrylic is Maruto.

Are They Different?

Cathode Ray Tube (CRT) TV and Liquid Crystal Display (LCD) TV have similirities as well as differences. Both CRT and LCD TV’s function mainly as a medium for visual entertainment, and are affordable for most households. However their differences are quite clear. First, the CRT is bulky and heavy but LCD is slim and slight. Second CRT screen resolution is excellent, with high energy consumption, while LCD screen resolution is poor, with relatively low energu consumption. Third CRT radiation can harm viewers who watch TV too long, whereas LCD TV releases a low mount of radiation will not harm viwers.

Flash Flood

A flash flood, localized flooding, usually happens on a sloping ground along a small creek over a relatively short time. Torrential rain, as well as melting ice and snow, high up on a hill or in a mountainous area, charges down and can change a 15 to 30 cm deep creek into a 1.5 m deep raging river in one or two hours. The roaring water will reach well above a creek’s banks. A flash flood recedes as rapidly as it accours. However the damage to the sorrounding areas can be devastating because extremely fast moving water is very powerful. It sweeps awaly people, animals, and objects such as houses and vehicles in seconds.

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ASSIGNMENT II

Inquiry Letter

           Inquiry Letter is a letter written to request information and/or ascertain its authenticity. A letter of inquiry deals with various matters like job vacancies, funding, grants, scholarships, projects, sales, pre-proposals and others. The term is common in various business setups as it implies fund request or pre-proposal information. Owing to this usage, the term may be considered exclusive to these setups alone. But that is not the case, to this effect the below definition offers a justified meaning. 

Inquiry Letter Definition

       A document requesting information sent on behalf of an individual or an organisation for their own respective purposes, which can be mutually beneficial to the recipient and the sender.

The term ‘Inquiry’ is same as ‘Enquiry’. The former is more commonly used in U.S. and the latter one is more common in U.K. There are some other terms which represent the letters; these are Letter of Intent, Letter of Interest, Query letter, Prospecting Letter, Pre-proposal Letter and Concept Paper. The term ‘Cover Letter’, ‘Business Letter’, ‘Request Letter’ and ‘Sales Letter’ is also applied to an inquiry letter especially when the objective is same as that of letter for inquiry.

       A letter of inquiry serves to facilitate business operations and satisfaction of the sender. Inquiry letters remove any misunderstanding and are time savers, especially when two parties want to reach an understanding. The communication towards this effect resolves the issue without any delay. With relation to it being a ‘Pre-proposal letter’, the inquiry letter is also termed as a ‘Condensed Version of a Proposal’. It is the outcome of the purpose of the letter which highlights the points of a proposal instead of a full-fledged proposal.

       On an individual’s basis, these letters are sent to companies that are willing to hire but haven't advertised job openings. It can also be a letter addressed to editor in-charge of a publication proposing certain literary work. It can be a letter from a student who is vying for a seat in a college or a business that provides an internship. So, the objective of an enquiry letter is same but its projections and audiences are different. Same goes for its method of delivery, it can be sent via paper mail or electronic mail.

Example Of Inquiry Letter

July 2, 2013
Mr.  Rodrigo Rivera
Personnel Director
Technote Corporation
3152 Bridge Avenue
Boston, MA 02154

Dear Mr. Rivera:

May I ask a favor of you?  Randy del Rosario, a representative of the Leverage Company, recently told me of your success in managing Technote’s training program for the hardcore unemployed.  Our firm is presently planning such a program, and we would appreciate information about the mind-set section of your program.

We expect to begin our training sessions on approximately August 1.  I believe we are prepared for the remedial-education and job-skills portion of the program, but we need help with mind-set section.  Specifically, we would appreciate knowing who you employed to teach that section, the major emphasis in the section, and the length of the section in relation to the entire programs.

I congratulate you on your success in managing Technote’s program, and I believe your ideas would help us solve this long-neglected problem, also.  I look forward to hearing from you.

Very truly yours,

Francisco Fortaleza
Managing Director

 Order Letter

      a letter of order is a document that confirms the details of a purchase of goods or services from one party to another. It usually includes more information about what you are ordering, like quantity, model number, or color, the payment terms, and the matter in which the products are to be shipped. When the recipient receives this letter, they will process the order and send the merchandise.

Order Letter Definition

       An “Order” is an expense for the person placing the order and an income for the one getting it. But this is not all. The company that bags the order has to fulfill lot of commitments to ensure that it has a satisfied customer, which can be an individual or another company. Timely delivery of the order, quality of delivery and after sale service – are all part and parcel of getting an order.

      An Order Letter is the one that is written by the person/company placing the request of purchase from another company. This letter comes into action only when a detailed study of the desired product has been done in the market and based on promised service, quality and price of the product, a decision for a purchase has been made.

     An Order Letter should be drafted very carefully as it needs to pen down all the terms and conditions of the purchase for the benefit of both involved parties. It should have details such as product specifications, quantities, price agreed upon, delivery date, late delivery clauses, etc. It should be addressed to the person responsible for the execution of the order with a copy to the head of department. Since it is totally an official letter it should be typed.

Order Letter Sample

----

 Mancini Kitchen Equipment

Troy D. Mancini

4220 Straford Park
Harold, KY 41635



Dear Mr. Mancini,

We would like to purchase twenty two (22) individual stand mixers (Model #43423), all in the color red.

 We would like you to charge this purchase to the preexisting account that we have with you, business account #543234.

We hope to receive this order no later than Friday, November 11th, 2009. Attached to this letter please find our preferred shipping method and receiving address.

Please confirm that you received this order by calling us at 232-231-4563 anytime during business hours, Monday to Friday.

Thank you for your cooperation

Keller Kitchen Co.

 Complaint Letter Definition

A letter of complaint, or complaint letter, is normally written to deal with a problem situation when other attempts (i.e. phone contacts, e-mails, etc.) have failed to rectify the situation. The complaint letter formalizes a problem situation by putting it into writing and is usually the last resort to try to get a situation resolved.

Complaint Letter Sample

4739 French St.
Tampa FL 33660

July 18, 20xx

Mr. Kevin McManus
National Manager, Customer Service
Energy Corporation Inc.
Heritage Building, Suite 200
795 Foundation Dr.
New York, NY 10014
RE: EnerCorp Credit Card: 263 181 869 3 900XX
I had been an EnerCorp credit card holder for the previous ten years. Before that, I was a Texacana card-holder for over 20 years. I seem to recall that when EnerCorp took over/bought out Texacana ten years ago, the switch of companies/credit cards was handled smoothly and seamlessly. I wish the same was the case ten years later when EnerCorp recently transferred its credit card operations to NYBank.

I was well aware of the impending changeover to NYBank a couple of months before it happened. I had received a notice of the planned change in the mail, and it was discussed often at my local EnerCorp station when I paid for my gas (with my EnerCorp credit card). More than once, I inquired, and was assured that I would receive a new credit card in the mail before the April 27th deadline. Unfortunately, that did not happen. April 27th came and went, without me receiving a replacement card, or even an application for a new one. Apparently, I am not the only one that this happened to.

After realizing that I was suddenly without a gasoline credit card, after 30 years with one, I called a couple of your 1-800 numbers and I was advised that I would have to re-apply for a credit card with EnerCorp via the NYBank. Incredible as this seemed, I requested an application and one was sent. It appears to be the same kind of application that one fills in after walking in off the street. The fact that I had been a credit card-holder with EnerCorp (and its predecessor Texacana before that) for some 30 years in total, did not seem to cut any mustard with you people, or your friends at the NYBank.

It is hard to believe that companies are still doing business this way in the year 20xx. Have you people (or your colleagues at NYBank) ever heard of the concept of MVC (Most Valuable Customer). Just in case you aren't familiar with this approach, the MVC is the customer that you already have (i.e. me). Normally, these are the customers you don't want to lose. After all, research has revealed that it will cost you seven times as much to find a new customer as it does to keep an existing one (i.e. me). What about current "customer-centric" concepts such as One-to-One marketing? Or, have you ever heard of customer relationships management (CRM)?

For your information, about two years ago American Hardware transferred its credit card management program to Master Card and it was absolutely transparent to American Hardware card-holders who simply received a replacement Master Card before the American card expired. Maybe you should have consulted those companies.

In closing, would you please advise me as soon as possible if EnerCorp (now via NYBank) is still interested in doing business with me, or if what has happened here is your not so subtle way of telling me to do my gasoline business elsewhere.

Sincerely,


John Swetnam, M.B.A.

Memo Definition

A short message or record used for internal communication in a business.Once the primary form of internal written communication, memorandums (or memos) have declined in use since the introduction of email and other forms of electronic messaging. 

How to Organize a Memo
 
"The following guidelines will help you structure a memo:

- Use a clear subject line.
- State your purpose in the first paragraph.
- Summarize any potential objections.
- Keep the paragraphs short.
- Use subheads between paragraph groups.
- Use bulleted and numbered lists.
- Request action."

Sample Memo

To : John O Sea, Head Of Departement
From : Alesia Keysa, Secretary
Date : 19th May 2014
Subject : Meeting

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ASSIGNMENT I

I. Find the definition of business letter (theory)

A business letter is a formal communication from an organization to its customers, the general public for their information, another Company or the Authorities.  It is often written in a standard format, and in formal language, compared to a private letter between two people who are well known to each other.  The business letter will show things like the address and best way to communicate with the business - by return letter , e-mail or telephone. In general, the letter will be directed to a specific person and be about one topic.  Sometimes, the business letter will be looking for a response, but might be to give important information about an up-coming change of address or telephone number.  The letter might give information about new developments - a new website; launch of a new product.  To allow the sender to handle any response more efficiently, the business letter might contain key information such as an internal reference from the sender or related to the product in question.



II. Mention the types, the parts, the styles of business letter



a) Business letter styles

Business readers expect to receive letters and memos that adhere to an existing format standard. There are several acceptable business letter styles available for use in the professional world. Three such business letter styles include:

Ø Modified Block Style: With this business letter format, the body of the letter is left justified and single-spaced. The date and closing, however, are in alignment in the center of the page.

Ø Block Style: when using this business letter format, the entire letter is left justified and single-spaced except for a double space between paragraphs.

Ø Semiblock Style: similar to the modified block business letter style except that each paragraph is indented instead of left justified.





b) Parts of business letter

Ø The Heading

If you do NOT use letterhead stationery, the heading is located at the top right

of the page and includes the writer's complete mailing address and the date.

e.g.

******* Laboratory

Technical Development Group

Kobe Steel Ltd

5-5 Takatsukadai 1-chome

Nishi-ku

Kobe

Hyogo

Japan 651-2271

March 21 200-

If you DO use letterhead stationery, the address is already printed on the paper;

only the date must be added, at least two spaces below.

e.g.

.******* Laboratory, Technical Development Group, 5-5 Takatsukadai 1-chome

Nishi-ku, Kobe, Hyogo, Japan 651-2271

March 21 200-

When writing the date, it is best to state MONTH, DAY, YEAR, in that order as

above. Using the short form of the date i.e. 7/10/2001 can sometimes be

confusing. In some countries 7/10/2001 means October 7, 2001.

The heading above is in Semi-Block form. See Layouts to see the Block form.



Ø The Inside Address

The inside address is always placed even with the left margin (left justified) and

at least two (2) spaces below the heading. It contains the full name of the person

being written to-including a proper title - (see Salutations below) and the

complete mailing address.

e.g.

Dr. Frederick Johnston,

Senior Researcher

Materials Research Laboratory

NUCOR

1649 Telegraph Road

Crawfordsville,

IN 58936USA_



Ø The Salutation

All letters begin with a salutation or greeting. It is placed two spaces below the

inside address and even with the left margin. Most people still use ‘Dear____'

to open their letters.

• When you have a person's name in the inside address, use their name.

• When you do not have a name use ‘Dear Sir' or ‘Dear Madam'.

• When you are addressing a firm or a group of men you can use ‘Gentlemen'.

Use of the correct title is important. Look at the chart below:_

Addressee American Style British Style

Tom Smith Dear Mr. Smith: Dear Mr Smith,

Susan Fox. PhD Dear Dr. Fox: Dear Dr Fox,

Mary Lane Dear Ms. Lane: Dear Ms Lane,

Note that the American style has a period after the title ( Mr. Dr. Ms.). It also

uses a colon (:). The British style does not have a period after the title and uses a

comma (,). Ms. or Ms (pronounced Miz) is now in common use as a female

equivalent to Mr. However, if possible, it is best to find out which title the

woman herself prefers (Ms. or Mrs. or Miss). All of the examples above are in

formal style which should be used for all business letters. Use of the first name

(Dear Tom, Dear Sue, etc) is only for informal, personal letters._



Ø The Body

The body of the letter, or its message, begins two spaces below the salutation. It

is structured in paragraphs, which may or may not be indented, depending on

the layout used. See Layouts.

Hints on structure:

1) Expressing thanks for a favour done._

to someone who invited you

somewhere...

Thank you for inviting me

to...

to someone who called you... Thank you for calling me...

to someone who took you to

dinner...

Thank you for taking me to

dinner...

to someone who helped you... Thank you for helping me

with...



2) Writing about future events.

you plan to meet someone I look forward to meeting

you...

you want to receive a reply I look forward to your

reply...

you plan to visit someone I look forward to my visit...

someone plans to visit you I look forward to your visit...

you plan to attend a conference I look forward to the

conference...

3) When writing to someone you have not met, let the person know why you are

familiar with him or her._

you saw someone's presentation I had the pleasure of attending

your presentation at...

you read someone's article I read your article in the .... with

interest...

you saw someone's poster session I had the opportunity to see your

poster session at ...

you participated in someone's

workshop

I had the pleasure of participating

in your workshop at ...

4) When asking for a favour, leave the person as much time as possible.

Nevertheless, if you expect to have a reply within a certain time, make that

request specific._

Please let us know as soon as possible.

Please call by the end of July

Please visit us at your earliest convenience.

Please reply by fax before September 10.

5) Referral Statements

telephone Please do not hesitate to

telephone us...

get in touch Please get in touch with our

representative in...

send further enquiries Please send further enquiries to

... at the following address...

someone plans to visit you I look forward to your visit...

contact Please contact... at the

following address...

6) Tone.

A business relationship can often become fairly informal. If you find yourself in

this situation, you can alter the tone of your business correspondence from

impersonal to personal.

Impersonal Personal

Thank you very much (for

your help) ...

Thanks a lot (for your help) ...

I appreciated (your

recommendations) ...

Thanks for (your

recommendations) ....

Please give my regards to (your

secretary) ...

Tell (your secretary ) I said

'Hello' ...

I look forward to (seeing you

next month) ...

It'll be good to (see you next

month) ...



Ø The Closing

The closing of a business letter is placed two spaces below the body. It is a

conventional expression, indicating the formal close of the letter. The first word

is capitalized. Closings end with a comma.

American Style British Style

Very

Formal

Respectfully,

Respectfully yours,

Yours respectfully,

Formal

Sincerely,

Sincerely yours,

Yours truly,

Yours faithfully,

(with Dear Sir / Madam)

Yours sincerely,

(with Dear Mr.../ Ms...)

Informal

All the best,

Regards,

Best wishes,

All the best,



Ø The Signature

Every letter should have a handwritten signature. Four to six spaces below this

is the typewritten signature. A woman may include (Miss), (Mrs.) or (Ms.) to

the right of the typewritten signature.

Fujio Yamada

Keiko Suzuki

four to six spaces >>

Keiko Suzuki (Ms)

Fujio Yamada

four to six spaces >>



III. Give one example of business letter

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