BCOM 9TH EDITION BY CAROL M. LEHMAN - Test Bank

Organizations may be held liable for providing outside access to private information of their employees, customers, and other external groups. This information includes customers’ credit card, bank account, and social security numbers; employee details, such as health records, home addresses, email addresses, and login information.

In addition to protecting employee, supplier, distributor, and customer privacy, organizations are also concerned about protecting proprietary information about products, services, and business strategies.

Because of these concerns many organizations have enacted policies to guide employees in the proper use of technology to safeguard information. These policies often address three data security risks: breaches of confidentiality, failing to offer choice in what information is shared, and reputational damage caused by data breaches. Often everyone in the company is expected to ensure that data is collected, handled, and stored properly.

Such policies generally require that employees are properly trained in data use and storage, that employees keep data secure, that data is not shared informally, that no information should be shared with unauthorized individuals, and that data no longer needed is properly deleted or disposed of. It is very important to be well informed about an organization’s data use policies and to follow policies to the letter to avoid breaches of data security. REJ: Please see the section “Data Security” for more information.

A second question when selecting among communication options is whether a permanent record of the message is needed or if a more temporary form such as a phone call or instant message would suffice. REJ: Please see the section “Appropriate Use of Technology” for more information.

Even deleted messages can be “resurrected” with little effort, as several public figures discovered when investigators retrieved archived email as evidence in court cases. For sensitive situations, a face-to-face encounter is often preferred. REJ: Please see the section “Appropriate Use of Technology” for more information.

Additionally, some people, especially those of certain cultures, prefer a personal meeting even if you perceive that an electronic exchange of information would be a more efficient use of everyone’s time.

Choose the communication channel carefully to fit both your purpose and the preference of receivers. REJ: Please see the section “Appropriate Use of Technology” for more information.

a. It facilitates the fast, convenient flow of information among users at various locations and time zones. Email is especially effective when sending a single message to several recipients and when needing to communicate 24 hours a day, 365 days a year.

b. It increases efficiency. Email reduces “telephone tag” and unnecessary telephone interruptions caused when delivering messages that are unlikely to require a verbal response.

c. It reduces costs. Sending email messages represents substantial savings to companies in long-distance telephone costs and postal mail-outs.

d. It reduces paper waste. Often an electronic message can be read and immediately discarded without the need for a printed copy. REJ: Please see the section “Electronic Mail Communication” for more information.

a. Use a neutral subject line written inductively in proper format, with a neutral statement or observation that does not reveal the “bad news” or lead the readers to unrealistic expectations.

b. Provide specific details of the past clothing allowance and discount policies. State how these policies have benefited the company and the consultants.

c. Review the current financial difficulties the company is experiencing.

d. State the specifics of the new allowance and discount policies in the middle paragraph in passive voice.

e. State the company’s commitment to restore the previous policies once normal profits return.

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A proposed solution follows:

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To: Sales consultants

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From: Sales manager

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Subject: Changes to allowances

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Hello, everyone,

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We have seen that the last four years have been exceptionally good for us in the marketing arena. All of you as sales consultants have contributed to the progress achieved by the company. This contribution has been appreciated by the company in terms of various allowances, including the $2,000 purchase allowance and a 15% discount on additional purchases.

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As we are all aware, the company’s performance in the last few months has not met its due expectations. Due to this, we are facing a major economic downturn. In the best interests of the company and our future, some changes in our purchase allowances have been made. The new purchase allowance would be $1,000 for purchase of clothing from the current line of products, and any purchase beyond this allowance can be made at a 10% discount. These changes are effective from the 1st of December.

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These changes are temporary measures to restore the financial situation of the company. Your cooperation in this matter is highly appreciated.

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Thanks,

XYZ

REJ: Please see the section “Electronic Mail Communication” for more information.

a. Subject line should be more detailed but not negative.

b. Tone of the email should not be harsh and condescending to avoid damage to morale and interpersonal relations.

c. Email should start by reminding staff of the busy workload, focusing on a positive team approach for accomplishing the daily work.

d. Policy regarding personal use of computers and phones should be reviewed. Facts should be stated clearly to the staff, but not in a harsh tone.

e. The staff meeting reminder should be sent in another email and not written as an afterthought to this email.

f. The email should preferably be sent as a confirmation of the changes, following discussion in a face-to-face staff meeting.

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A proposed solution follows:

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To: Staff

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From: Manager

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Subject: Work culture improvement

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Hello, everyone,

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Most of you have noticed the increased workload we have had in the past few months. Some of you have worked extra hard to keep up with the demands, but it has become increasingly important that each one of us gives our best so we can all avoid working overtime. Staying on top of things requires a team effort with everyone contributing equally.

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I would like to remind you to take advantage of your morning and afternoon breaks and give yourself your full lunchtime. This will help relieve work stress and give you a regular scheduled time to chat with your colleagues. Feel free to use the tables in the courtyard or the lunchroom. The office computers should not be used to play games as company policy requires that computers be used for work purposes only. Also, please limit personal phone calls on the company phone to emergency situations. Following these guidelines will allow all of us more productive.

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We have a good staff, and I appreciate your hard work.

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Thanks,

XYZ

REJ: Please see the section “Electronic Mail Communication” for more information.

a. Write a subject line that mentions the topic, such as “Congratulations to Car Zone Top Sales People.”

b. Begin the email message, written deductively, with congratulations to Brandon Spellman as the top sales person for the year.

c. Provide the names of the winners of the Bronze, Silver, and Gold awards.

d. Explain the level of achievement required for receipt of these awards.

e. Close with a positive statement congratulating all award recipients.

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A proposed solution follows:

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To: Car Zone Employees

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From: The Vice-president of sales

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Subject: Congratulations to top sales representatives!

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Hello, super sales representatives,

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Congratulations to all sales representatives who received Bronze, Silver, and Gold awards last night at our annual banquet! We are especially proud of Brandon Spellman who received the Top Salesperson award of the year. He not only had the highest sales for the year but also broke our sales record! Great job, Brandon!

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We have a terrific sales force! The recipient of the Gold award for sales of $xxxxxx is Alan, Silver award for sales of $xxxxxx is Joan, and Bronze award for sales of $xxxxxx is Jane.

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Join me in congratulating your colleagues for their hard work this year. You all have the potential to be winners. Keep up the excellent job!

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Best wishes,

XYZ

REJ: Please see the section “Electronic Mail Communication” for more information.

The best-known IM programs are free and require no special hardware and little training. With some programs, users can exchange graphics and audio and video clips. To use instant messaging, users maintain a list of people with whom they want to interact. They can send messages to any or all of the people on their lists as long as the people are online. Sending a message opens up a window in which a user and his or her contact can key messages that they both can see immediately.

With IM, spelling and grammar matter less when trading messages at high speed. IM users often use shorthand for common words and phrases. IM and telephone communication also share common challenges: being sure that the sender is who he or she claims to be and that the conversation is free from eavesdropping.

Some managers worry that employees will spend too much work time using IM to chat with buddies inside and outside the company. They also emphasize that IM is not the right tool for every business purpose. Employees should still rely on email when they need a record and use the telephone for a personal touch. REJ: Please see the section “Electronic Mail Communication” for more information.

More and more organizations are using social media tools to communicate with customers.

Seventy-nine percent of the Fortune Global 100 companies use at least one of four social platforms—Facebook, videos, Twitter, and blogs—for this purpose. As with company websites, most employees are not responsible for posting to their organization’s social media platforms, but as with web pages, employees should understand the process and expectations for doing so. REJ: Please see the section “Web Page Communication and Social Media” for more information.

Many businesses make use of wikis to encourage free flow of ideas within the organization. Content in a wiki can be updated in real time, without any real administrative effort, and without the need for deliberate distribution. Contributors simply visit and update a common website. Wikis facilitate the exchange of information within and between teams. They allow maintenance of a series of unique documents with evolving content. Placing a document in a wiki does not necessarily make it editable by everyone with access to the wiki. REJ: Please see the section “Web Page Communication and Social Media” for more information.

a. Communicate honestly and ethically. When using social media platforms, writers should be transparent about who they are, who they work for, their role, and whether they have a vested interest in an issue. Contributors should write about their area of expertise. For example, a marketing specialist should not contribute information about human resources practices.

b. Protect the company’s proprietary and employees’ private information. This should be obvious. Sharing proprietary information can cost an organization thousands or millions of dollars. Sharing private employee information can expose a writer and the company to legal damages and may endanger or harm individuals if personal addresses or information that enables identity theft is publicized.

c. Protect yours as well as your company’s reputation. When communicating on social media sites, a writer should be concerned about projecting a professional persona for himself or herself and a reputable image of the company. Making negative statements about competitors, supervisors, colleagues, or company policies may expose the contributor to disciplinary measures or the company to legal threats or bad publicity. REJ: Please see the section “Web Page Communication and Social Media” for more information.

a. Update your greeting often to reflect your schedule and leave special announcements.

b. Leave your email address, fax number, or mailing address on your greeting if this information might be helpful to your callers.

c. Encourage callers to leave detailed messages. If you need certain standard information from callers, use your greeting to prompt them for it. Such information often eliminates the need to call back.

d. Instruct callers on how to review their message or be transferred to an operator.

e. Check your voice mail regularly, and return all voice messages within 24 hours. REJ: Please see the section “Voice and Wireless Communication” for more information.

a. Be aware of company cellphone policies and obey them. Some companies do not allow cellphone use for personal reasons during work hours. Most companies have policies prohibiting the harassment of others, and today’s smartphones make it easy to send thoughtless messages using various media instantaneously. Not only might these messages damage the sender, but they may also reflect poorly on the employer if posted to Twitter or some other public social medium.

b. Observe wireless-free quiet zones. This obviously includes theaters, performances, and religious services, but can also include meetings, restaurants, hospitals, and other public places. Exercise judgment about silencing your ringer, switching to vibrate mode, or turning off your phone.

c. Respect others in crowded places and be wary of publicizing company information. Speak in low conversational tones, and consider the content of your conversation. You should use good judgment in determining when and where to discuss proprietary company information or client data. Divulging such information in public places might enable its abuse by others.

d. Think safety. Some states and municipalities have banned the use of cellphones while driving. Others allow the use of hands-free devices only. Even if not illegal, cellphone usage increases the risk of accident by distracting a driver. Some companies are implementing cellphone policies that prohibit operators of company-owned vehicles from using cellphones or other communication devices while driving in order to minimize risks to their employees and liability resulting from accidents. REJ: Please see the section “Voice and Wireless Communication” for more information.