Essentials of Business Communication An Asia Edition 3rd Edition by Mary Ellen Guffey - Test Bank

Essentials of Business Communication An Asia Edition 3rd Edition by Mary Ellen Guffey – Test Bank

 

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Sample Questions Are Posted Below

 

Chapter 5—Electronic Messages and Digital Media

 

MULTIPLE CHOICE

 

1. Which of the following statements about communication in the workplace is most accurate?

a.	Today’s workplaces are nearly all paperless; employees conduct business with digital media and communicate only with electronic messages.
b.	Most employees exchange documents and complete projects on the Web, but only management creates content, reviews products, or edits projects.
c.	More data are stored on and accessed from PDAs and individual computers rather than on the Internet or a network.
d.	Although today’s workplaces are still far from paperless, increasingly information is exchanged electronically and on the go.

 

 

ANS:  D

Although today’s workplaces are still far from paperless, increasingly workers exchange information electronically and on the go. Wise employees must know which messages require paper documentation and which technology will best deliver the message when a paperless channel is preferred.

 

PTS:   1                    DIF:    Easy

OBJ:   Bloom’s Taxonomy: Comprehension

TOP:   Communication Technology and the Information Flow in Organizations

 

2. Business are storing and accessing ever more data along with software in remote network clusters. This process of remote storage is called

a.	community sourcing.
b.	networking.
c.	cloud computing.
d.	data dumps.

 

 

ANS:  C

The storing and accessing of data along with software applications in remote network clusters, or “clouds,” is called cloud computing, a prevailing technological trend today.

 

PTS:   1                    DIF:    Easy

OBJ:   Bloom’s Taxonomy: Knowledge

TOP:   Communication Technology and the Information Flow in Organizations

 

3. Web 2.0

a.	allows users to create content, review products, and edit and share information.
b.	is a software editing package that finds and corrects all grammar and spelling errors in business documents.
c.	has replaced the need for paper copies of business documents.
d.	is a Web site that contains journals on a variety of topics usually written by one person.

 

 

ANS:  A

Web 2.0 is a dynamic, interactive environment where users can create content, review products, and edit and share information.

 

PTS:   1                    DIF:    Easy

OBJ:   Bloom’s Taxonomy: Knowledge

TOP:   Communication Technology and the Information Flow in Organizations

 

4. How are businesses using VPNs (virtual private networks) today?

a.	Businesses use VPNs to send confidential e-mails on their intranets.
b.	Small businesses share VPNs instead of developing their own Web sites.
c.	VPNs offer businesses secure access to company information from any worldwide location that provides an Internet connection.
d.	VPNs are the primary host site of corporate blogs used to promote new products.

 

 

ANS:  C

Virtual private networks (VPNs) allow businesses to securely access company information from any location in the world that has an Internet connection. Technology advances like this have changed the expectation for workers to remain connected to their workplaces.

 

PTS:   1                    DIF:    Easy

OBJ:   Bloom’s Taxonomy: Knowledge

TOP:   Communication Technology and the Information Flow in Organizations

 

5. The technological revolution of the last 25 years has resulted in

a.	shortened workweeks for lucky i-workers (information workers).
b.	amazing productivity gains.
c.	fewer workers telecommuting than expected.
d.	increasing worker freedom from workplace communications.

 

 

ANS:  B

The technology revolution has created amazing productivity gains. It has also created 50-hour workweeks without overtime pay for i-workers, increased telecommuting opportunities, and forced knowledge and i-workers to remain tied to the workplace even while on vacation.

 

PTS:   1                    DIF:    Easy

OBJ:   Bloom’s Taxonomy: Comprehension

TOP:   Communication Technology and the Information Flow in Organizations

 

6. You must communicate up-to-date information immediately to customers who are digitally connected. Which of these is the best communication channel to offer you this always-on connectedness for your business message?

a.	E-mail
b.	Twitter
c.	Podcast
d.	Blog

 

 

ANS:  B

Twitter offers fast always-on connectedness. However, e-mail is a standard form of communication within organizations, and it will likely be your most common business communication channel.

 

PTS:   1                    DIF:    Easy

OBJ:   Bloom’s Taxonomy: Comprehension

TOP:   Communication Technology and the Information Flow in Organizations

 

7. You are delivering your salary and benefits proposals for employees in your department to your supervisor. What is the best communication channel to deliver this confidential information?

a.	E-mail
b.	Podcast
c.	Interoffice memo
d.	All are appropriate channels to deliver confidential information.

 

 

ANS:  C

Interoffice memos are most appropriate for delivering confidential data, such as salary or employee review information. You should not send confidential information via e-mail or podcast.

 

PTS:   1                    DIF:    Moderate

OBJ:   Bloom’s Taxonomy: Application

TOP:   Organizing E-Mails and Memos

 

8. Which of the following messages is appropriate to send via e-mail?

a.	An announcement of a major benefit reduction for all employees
b.	An announcement of a change in a meeting date
c.	A quarterly performance appraisal of an employee
d.	Notification of company layoff plans for the next quarter

 

 

ANS:  B

Only an announcement of a change in a meeting date is a routine message that you can appropriately send via e-mail. Other responses are bad news or sensitive information that you should not send as e-mail messages.

 

PTS:   1                    DIF:    Moderate

OBJ:   Bloom’s Taxonomy: Application

TOP:   Organizing E-Mails and Memos

 

9. Jackson is sending an e-mail message about an important upcoming meeting. Which of the following represents the most effective subject line?

a.	Urgent!
b.	Our next staff meeting will be held on the 15th of August.
c.	Please Attend Staff Meeting August 15
d.	Please Read NOW

 

 

ANS:  C

Only “Please Attend Staff Meeting August 15” clearly explains the purpose of the message. Ineffective techniques include using vague subject lines (Please Read NOW), using one-word subject lines (Urgent!) and using complete- sentence subject lines.

 

PTS:   1                    DIF:    Moderate

OBJ:   Bloom’s Taxonomy: Application

TOP:   Organizing E-Mails and Memos

 

10. Most e-mail messages and memos

a.	have nonsensitive topics and begin directly.
b.	require persuasion.
c.	are indirect and begin with an explanation.
d.	need not be carefully organized because they are informal.

 

 

ANS:  A

Because most e-mails and memos cover nonsensitive information, they should be frontloaded. Frontloading requires the e-mail or memo to be organized directly, beginning with the main idea.

 

PTS:   1                    DIF:    Easy

OBJ:   Bloom’s Taxonomy: Knowledge

TOP:   Organizing E-Mails and Memos

 

11. Bennett is sending an e-mail message about a change in procedure for submitting work hours. Which of the following represents the most direct opening?

a.	Recently, the management staff discussed our process for submitting work hours.
b.	A new procedure for submitting work hours will go into effect on April 1.
c.	Are you in the mood to try something a little different?
d.	We all hate when procedures change, but this change is needed.

 

 

ANS:  B

“A new procedure for submitting work hours will go into effect on April 1” provides detailed information about the purpose of the message, which is necessary for a direct opening.

 

PTS:   1                    DIF:    Moderate

OBJ:   Bloom’s Taxonomy: Application

TOP:   Organizing E-Mails and Memos

 

12. Which of the following is the best advice for writing the body of an e-mail message?

a.	To help the receiver act on the subject, discuss only one idea.
b.	Because e-mail messages and memos are informal, do not use numbered or bulleted lists.
c.	Limit white space to place all information on a single screen if possible.
d.	Do not waste space on headings and subheadings.

 

 

ANS:  A

Discussing only one topic allows the receiver to respond appropriately. Other tips to format the e-mail include using numbered or bulleted lists, using white space effectively to improve readability, and providing headings to organize information as needed.

 

PTS:   1                    DIF:    Easy

OBJ:   Bloom’s Taxonomy: Comprehension

TOP:   Organizing E-Mails and Memos

 

13. Your e-mail messages and memos should have high skim value, which means

a.	you write the message quickly and efficiently.
b.	information presented is easy to read and comprehend.
c.	all sentences contain ten or fewer words.
d.	all paragraphs contain five or fewer lines.

 

 

ANS:  B

“Skim value” means that your message organization and format allow your audience to read and understand the message rapidly and easily, saving time and repeated messages. The benefit to you as the writer is that your message makes you appear more efficient and well organized.

 

PTS:   1                    DIF:    Easy

OBJ:   Bloom’s Taxonomy: Knowledge

TOP:   Organizing E-Mails and Memos

 

14. An e-mail message or memo usually ends with action information, needed dates, a summary of the message, or a

a.	witty quotation.
b.	copyright notice or confidentiality statement.
c.	closing thought.
d.	reference line that includes the typist’s initials.

 

 

ANS:  C

An e-mail message or memo could end with a closing thought. A witty quotation, reference lines, and copyright notices are not usual endings for these messages.

 

PTS:   1                    DIF:    Easy

OBJ:   Bloom’s Taxonomy: Knowledge

TOP:   Organizing E-Mails and Memos

 

15. Which of the following is the most appropriate closing for an e-mail message or memo?

a.	Please submit your report by August 1 so that the information can be presented at the seminar.
b.	Please let me know if I may be of further assistance.
c.	Thank you in advance for answering my questions.
d.	It’s been great talking with you.

 

 

ANS:  A

Only “Please submit your report by August 1 so that the information can be presented at the seminar” creates an appropriate closing because it provides deadlines and action information. Other choices include trite language or sound insincere.

 

PTS:   1                    DIF:    Moderate

OBJ:   Bloom’s Taxonomy: Application

TOP:   Organizing E-Mails and Memos

 

16. Which of the following is not a guide word used in e-mail messages and memos?

a.	TO:
b.	FROM:
c.	RESPONSE:
d.	DATE:

 

 

ANS:  C

Guide words used in e-mail messages and memos are “TO,” “FROM,” “DATE,” and “SUBJECT.” “RESPONSE” is not a guide word.

 

PTS:   1                    DIF:    Easy

OBJ:   Bloom’s Taxonomy: Knowledge

TOP:   Emails and Memo Formats

 

17. What is the current advice on the use of a greeting on business e-mail?

a.	Omit greetings because they make an e-mail appear too casual.
b.	Add a greeting only when forwarding an e-mail with a lengthy header.
c.	Don’t waste precious digital space on the nonessential keystrokes of a greeting or salutation.
d.	Begin with a greeting to provide a visual cue and to show friendliness.

 

 

ANS:  D

A greeting such as “Hello, Khorana” provides a visual cue and shows friendliness to your reader. Focus on the importance of your reader in all your business messages, and you will remember to add a greeting to your e-mails.

 

PTS:   1                    DIF:    Easy

OBJ:   Bloom’s Taxonomy: Comprehension

TOP:   E-Mail and Memo Formats

 

18. If a coworker is using company computers to communicate with family members, what is the best advice?

a.	Send e-mail to family or friends if you wish because the employer can’t monitor non-business e-mail anyway.
b.	Use company computers for e-mail and shopping, but don’t visit any gambling sites.
c.	Don’t use company computers for personal matters.
d.	Be certain to complete all personal communication during break time.

 

 

ANS:  C

The best advice is to remind your coworker to use company computers for business purposes only, not for personal matters. Your employer can monitor your e-mail and many do.

 

PTS:   1                    DIF:    Easy

OBJ:   Bloom’s Taxonomy: Comprehension

TOP:   Adopting Best Practices for Professional E-Mail Messages

 

19. If you have to send a long message via e-mail, what is the best advice?

a.	Place all information in the body of the e-mail message.
b.	Attach a separate document to the e-mail message, leaving the body of the message blank.
c.	Attach a document to the e-mail message, including identifying information in the body of the e-mail.
d.	Send it another way because you should not send attachments via e-mail.

 

 

ANS:  C

For longer messages you should prepare and attach a document, using your e-mail message only as a cover document. Remember to keep your e-mail messages to no more than three screens in length.

 

PTS:   1                    DIF:    Easy

OBJ:   Bloom’s Taxonomy: Comprehension

TOP:   Adopting Best Practices for Professional E-Mail Messages

 

20. The final element of an e-mail message should be

a.	your name.
b.	a witty phrase and your name.
c.	the name of the business or organization only.
d.	the final paragraph of the message containing action information.

 

 

ANS:  A

Be sure to include your name. It is also smart to include full contact information as part of your signature block.

 

PTS:   1                    DIF:    Easy

OBJ:   Bloom’s Taxonomy: Knowledge

TOP:   Adopting Best Practices for Professional E-Mail Messages

 

21. To correctly format a hard-copy interoffice memorandum, which of the following is not a guideline you should follow?

a.	Set 1-inch top and bottom margins and left and right margins of 1.25 inches.
b.	Insert in bold the guide words: Date:, To:, From:, and Subject: at the left margin.
c.	Provide a heading that includes the name of the company plus “Memo” or “Memorandum.”
d.	Justify the right margin.

 

 

ANS:  D

Use a ragged right margin on your hard-copy memorandum to improve readability. You should also single-space the message, but double-space between paragraphs.

 

PTS:   1                    DIF:    Easy

OBJ:   Bloom’s Taxonomy: Knowledge

TOP:   Adopting Best Practices for Professional E-Mail Messages

 

22. Business e-mail users must learn that e-mail can be dangerous because messages travel long distances, are difficult to erase, and

a.	can’t be used to transmit official documents.
b.	are informal, allowing a few spelling and punctuation mistakes.
c.	may become evidence in court.
d.	are challenging to type using only two fingers.

 

 

ANS:  C

Dangers of e-mail include their “smoking gun” nature because their permanence on company servers allows them to be used as evidence in court cases. Deleting an e-mail doesn’t remove all evidence of its contents from the system.

 

PTS:   1                    DIF:    Easy

OBJ:   Bloom’s Taxonomy: Comprehension

TOP:   Adopting Best Practices for Professional E-Mail Messages

 

23. E-mail is the No. 1 communication channel in business today. To make your messages effective, you should

a.	consider the receiver.
b.	compose quickly.
c.	organize indirectly.
d.	edit and revise as you draft.

 

 

ANS:  A

Although e-mail has risks and limitations, it is the No. 1 channel of communication. Ensure message effectiveness and avoid e-mail ping-pong by organizing your thoughts, composing carefully, and considering the receiver. Following these and other best practices will help you to use e-mail smartly, safely, and professionally.

 

PTS:   1                    DIF:    Easy

OBJ:   Bloom’s Taxonomy: Comprehension

TOP:   Adopting Best Practices for Professional E-Mail Messages

 

24. Samantha must use e-mail frequently to communicate with others in her new job. What is the best advice to give her?

a.	Consider composing important messages offline.
b.	Use general tags such as Hi! or Important as the subject line to catch the reader’s attention.
c.	Add frequent emoticons such as happy faces to appear friendly and approachable in e-mail messages.
d.	Always press “Reply to All” when responding to e-mail messages.

 

 

ANS:  A

If a message is important, Samantha should use her word processing program to write offline. She should not use frequent emoticons or use general tags as subject lines; these are unprofessional and ineffective. She shouldn’t reply to a group of receivers when she needs to answer only one.

 

PTS:   1                    DIF:    Moderate

OBJ:   Bloom’s Taxonomy: Application

TOP:   Adopting Best Practices for Professional E-Mail Messages

 

25. Good advice for e-mail is to use the “top-of-screen” test, which means

a.	beginning with a cute graphic or witty quotation to capture your reader’s attention.
b.	getting the e-mail address right.
c.	composing offline.
d.	conveying your purpose in the subject line and first paragraph.

 

 

ANS:  D

The top-of-screen test ensures that you convey your purpose in the subject line and first paragraph. This allows your readers to open the message, look at the first screen, and see what is most significant.

 

PTS:   1                    DIF:    Easy

OBJ:   Bloom’s Taxonomy: Knowledge

TOP:   Adopting Best Practices for Professional E-Mail Messages

 

26. Which of the following situations is most appropriate for sending an e-mail message?

a.	Matthew is angry with one of his colleagues and wants to let her know exactly how he feels.
b.	Jane found a great political joke she wants to share with her colleagues.
c.	Chris must send the monthly sales data to his department.
d.	Maggie needs to vent her frustrations about working conditions to her shift supervisor.

 

 

ANS:  C

Send only the monthly sales data via e-mail. All other items contain sensitive, inappropriate, inflammatory, or potentially embarrassing information that you should not send via e-mail.

 

PTS:   1                    DIF:    Moderate

OBJ:   Bloom’s Taxonomy: Application

TOP:   Adopting Best Practices for Professional E-Mail Messages

 

27. Which of these is the best recommendation for business communicators using e-mail?

a.	Use e-mail to deliver bad news or to resolve arguments to limit or avoid workplace confrontation.
b.	Add humor or tongue-in-cheek comments to lighten the tone of serious e-mail topics.
c.	Use e-mail, not hard-copy memos, for messages that the business would not want to be made public or for topics that should not be published.
d.	Care about tone, correctness, and conciseness to create messages with the reader in mind.

 

 

ANS:  D

Because e-mail can create a permanent record, business communicators must care about tone, correctness, and conciseness in their e-mail messages. Other answer choices are actually bad advice.

 

PTS:   1                    DIF:    Easy

OBJ:   Bloom’s Taxonomy: Knowledge

TOP:   Adopting Best Practices for Professional E-Mail Messages

 

28. If business writers want to demonstrate good netiquette when using e-mail, they should

a.	document every business decision and action in hard-copy memos or e-mail.
b.	write important e-mail messages in all capital letters for emphasis and increased professionalism.
c.	ask permission before forwarding e-mail messages.
d.	add a cc (carbon copy) to their supervisors on all business messages.

 

 

ANS:  C

Netiquette guidelines for e-mail use include obtaining approval before forwarding a message. Also, netiquette guides users to avoid typing messages in all uppercase or all lowercase letters and to avoid documenting every decision in either paper or electronic memos.

 

PTS:   1                    DIF:    Easy

OBJ:   Bloom’s Taxonomy: Knowledge

TOP:   Adopting Best Practices for Professional E-Mail Messages

 

29. Which of the following is the best tip for replying to e-mail messages?

a.	Reply to an e-mail message immediately because reading additional e-mail messages before replying might confuse you.
b.	If you can’t reply immediately, acknowledge receipt of the message and tell the sender when you’ll be able to reply.
c.	Include the sender’s entire original message in the body of your reply to clarify the meaning of your response.
d.	Retain the original subject line to identify a conversation thread even if the topic shifts.

 

 

ANS:  B

If you can’t reply immediately, you should send a quick message to acknowledge receipt and to let the sender know when you’ll respond. Other responses are inappropriate because they can confuse readers through misleading subject lines or the inclusion of unnecessary information.

 

PTS:   1                    DIF:    Easy

OBJ:   Bloom’s Taxonomy: Knowledge

TOP:   Adopting Best Practices for Professional E-Mail Messages

 

30. Which of the following is an advantage of instant messaging (IM)?

a.	It includes “presence functionality,” allowing coworkers to locate each other online, which saves time tracking someone down who is out of the office.
b.	It is delayed; a user has time to recall sent messages if he or she decides the message should not have been delivered.
c.	It prevents multitasking and encourages employees to focus on one job at a time.
d.	It allows in-depth analysis of data, including charts and graphs, and lengthy conversation of the chosen topics.

 

 

ANS:  A

Instant messaging (IM) includes a presence functionality that allows workers to locate each other. In addition, many people consider instant messaging a productivity booster because it enables them to get answers quickly and helps them multitask.

 

PTS:   1                    DIF:    Easy

OBJ:   Bloom’s Taxonomy: Knowledge

TOP:   Using Instant Messaging and Texting Professionally and Safely

 

31. Why do some employers forbid employees to use instant messaging (IM)?

a.	Instant messaging is more expensive to use than faxes or phone calls.
b.	Employers consider IM yet another distraction in addition to the interruptions caused by telephones and e-mails.
c.	Delivery of instant messages takes longer than e-mail message delivery.
d.	Many companies forbid instant messaging use for all these reasons.

 

 

ANS:  B

Many companies forbid instant messaging use because they fear the loss of productivity caused by frequent interruptions. Other fears include hackers gaining access to privileged information and company records or employing “phishing” schemes, viruses, malware, and spim (IM spam).

 

PTS:   1                    DIF:    Easy

OBJ:   Bloom’s Taxonomy: Knowledge

TOP:   Using Instant Messaging and Texting Professionally and Safely

 

32. Porter’s company has decided to let employees use instant messaging (IM) as an internal communication tool, and she wants to make sure that she’s using it professionally. What should she do?

a.	Make sure she’s available via IM at all times so that her colleagues can always reach her.
b.	Include both professional and personal contacts on the same IM contact list for efficiency.
c.	Respect her receivers by using proper grammar, spelling, and proofreading in her instant messages.
d.	Create an imaginative IM name for herself such as “PrettySmart1.”

 

 

ANS:  C

Porter should respect her receivers by using proper grammar, spelling, and proofreading in her instant messages. She should make herself unavailable when she needs to complete a project or meet a deadline, and she should keep separate lists for professional and personal contacts.

 

PTS:   1                    DIF:    Moderate

OBJ:   Bloom’s Taxonomy: Application

TOP:   Using Instant Messaging and Texting Professionally and Safely

 

33. Podcasts, blogs, and wikis are part of the new user-centered virtual environment called

a.	the Total Network.
b.	Web 2.0.
c.	Cloud Computing.
d.	VPN.

 

 

ANS:  B

Web 2.0 is the new user-centered virtual environment in which podcasts, blogs, and wikis are some of the tools today’s Internet users can employ to create Web content, interact with businesses and each other, review products, self-publish, and conduct many other forms of business.

 

PTS:   1                    DIF:    Easy

OBJ:   Bloom’s Taxonomy: Comprehension

TOP:   Using Podcasts, Blogs, and Wikis for Business

 

34. Because access to the Web is readily available, the dangers are obvious. Which of these represents a common danger of the Web?

a.	Fact checking is reducing productivity.
b.	Buzz may become more important than truth.
c.	It is difficult to establish or verify a reputation.
d.	People can access information on the Web.

 

 

ANS:  B

The democratization of the Web means users bypass gatekeepers who filter content. Thus dangers include making buzz more important than truth, failing to check facts, and ruining or creating a reputation in a few keystrokes.

 

PTS:   1                    DIF:    Easy

OBJ:   Bloom’s Taxonomy: Knowledge

TOP:   Using Podcasts, Blogs, and Wikis for Business

 

35. News professionals, educators, and corporate trainers create digital audio or video files; and receivers can download the files to a computer or a smartphone to view or hear the file contents. What are these digital audio or video files called?

a.	Blogs
b.	Podcasts
c.	Wikis
d.	Web forums

 

 

ANS:  B

Used by the news media, in education, and for corporate training, podcasts are digital audio or video files that users can download to their computers or smartphones for viewing or listening.

 

PTS:   1                    DIF:    Easy

OBJ:   Bloom’s Taxonomy: Knowledge

TOP:   Using Podcasts, Blogs, and Wikis for Business

 

36. Businesses have embraced podcasts for audio and video messages because podcasts

a.	do not require a live presence, yet offer a friendly human face.
b.	can’t replace costlier live teleconferences but can replace most business travel.
c.	provide up to 1,000 views per podcast, saving money over individual presentations.
d.	broadcast interactive, non-repetitive information.

 

 

ANS:  A

Podcasts offer businesses several advantages: they offer a friendly human face when a live presence isn’t required; they replace costlier live teleconferences; and they provide unlimited on-demand viewing of repetitive, non-interactive information.

 

PTS:   1                    DIF:    Easy

OBJ:   Bloom’s Taxonomy: Comprehension

TOP:   Using Podcasts, Blogs, and Wikis for Business

 

37. Which of the following is the best tip for preparing a podcast?

a.	Purchase a high-end digital recorder, memorize your message, and record your presentation.
b.	Speak clearly, deliver off the cuff, and maintain eye contact.
c.	Know the subject, know your audience, and know your goal.
d.	Select a digital recorder, organize your message, and rehearse your delivery.

 

 

ANS:  D

Producing a simple podcast doesn’t require sophisticated equipment, but it does require preparation. The best tip is to select a digital recorder (you may download some for little or no cost), organize or script your message, and rehearse your delivery.

 

PTS:   1                    DIF:    Easy

OBJ:   Bloom’s Taxonomy: Comprehension

TOP:   Using Podcasts, Blogs, and Wikis for Business

 

38. The biggest advantage of business blogs is that

a.	they have the potential to reach a vast, far-flung audience.
b.	they have become the primary method of business communication internally.
c.	they provide anytime access to digital audio and video files containing corporate training, marketing, and informational messages.
d.	they provide digital security against hackers and rival companies.

 

 

ANS:  A

Businesses use blogs to keep customers and employees informed and to interact with them. The biggest advantage of business blogs is that they potentially reach a far-flung, vast audience.

 

PTS:   1                    DIF:    Easy

OBJ:   Bloom’s Taxonomy: Comprehension

TOP:   Using Podcasts, Blogs, and Wikis for Business

 

39. Some companies now use Twitter and other social media to monitor what is being said about them, to engage with customers, and

a.	to serve as cover letters for longer documents.
b.	to post job openings.
c.	to market to other businesses.
d.	to share files and collaborate on projects.

 

 

ANS:  C

In some industries companies are using Twitter and other social media to monitor what is being said about them, to engage with customers, and to market to other businesses.

 

PTS:   1                    DIF:    Easy

OBJ:   Bloom’s Taxonomy: Knowledge

TOP:   Using Podcasts, Blogs, and Wikis for Business

 

40. You are using the corporate blog to respond to an business emergency. Which of the following is the best recommendation?

a.	Use the blog as the sole provider of emergency information to avoid muddled messages.
b.	Make the blog part of your overall effort to communicate information regarding the business’s emergency.
c.	Soothe emotional reactions by posting information on your corporate blog, replacing all other communication channels.
d.	Do not address rumors or misinformation on the blog; address factual content only.

 

 

ANS:  B

Use the blog to communicate up-to-date information about the business’s emergency and its response plan. By keeping your company information current and open, you will assure your customers that your business is stable and reliable.

 

PTS:   1                    DIF:    Easy

OBJ:   Bloom’s Taxonomy: Comprehension

TOP:   Using Podcasts, Blogs, and Wikis for Business

 

41. Blogs have several internal communication purposes including

a.	posting employee changes such as layoffs, promotions, and firings.
b.	announcing employee illnesses, adoptions, and vacations.
c.	providing information about benefits or featuring profiles on key employees.
d.	posting administrative salaries, raises, and incentive packages.

 

 

ANS:  C

Blogs are replacing hard-copy publications for information on benefits and employee profiles in the workplace. Companies do not place bad news such as illness or job loss or protected information on the company blog.

 

PTS:   1                    DIF:    Easy

OBJ:   Bloom’s Taxonomy: Knowledge

TOP:   Using Podcasts, Blogs, and Wikis for Business

 

42. You are crafting a message for your corporate blog. What advice should you follow?

a.	Make your writing serious, reserved, and formal.
b.	Offer a professional perspective on subjects you care about or a topic your company needs to promote.
c.	Get to know the blogosphere in your industry and avoid discussing topics from other blogs.
d.	Blog about topics that showcase your expertise and insights.

 

 

ANS:  D

When preparing a blog, choose a topic that showcases your expertise and insights; offer a fresh, unique perspective; make your writing intriguing and sincere; and choose topics that appeal to your audience.

 

PTS:   1                    DIF:    Easy

OBJ:   Bloom’s Taxonomy: Comprehension

TOP:   Using Podcasts, Blogs, and Wikis for Business

 

43. Experts advise that you use blogrolling to maximize effectiveness. What does blogrolling mean?

a.	You provide links to other sites or blogs on the Web that you find valuable and that are related to your business or industry.
b.	You frequently update or “roll over” the information on your blog to keep it fresh.
c.	Your company or organization maintains separate blogs for each department or division and posts rolling messages daily.
d.	You add links to other technologies, allowing viewers to access podcasts, Twitter feeds, Facebook pages, and company files.

 

 

ANS:  A

“Blogrolling” means that you provide links to other sites or blogs on the Web that you find valuable and that are related to your business or industry.

 

PTS:   1                    DIF:    Easy

OBJ:   Bloom’s Taxonomy: Knowledge

TOP:   Using Podcasts, Blogs, and Wikis for Business

 

44. How do companies use wikis?

a.	Companies share special deals and incentives in short messages of 140 characters or less.
b.	Corporate teams respond to internal and external customers in rapid-fire posts to emergencies and other high-pressure situations.
c.	Global companies share information between headquarters and satellite offices.
d.	Companies post photos and biographies of their top-tier managers.

 

 

ANS:  C

Wikis allow companies to share information globally. Other business uses include meeting feedback facilitation, project management, and project information documentation.

 

PTS:   1                    DIF:    Easy

OBJ:   Bloom’s Taxonomy: Comprehension

TOP:   Using Podcasts, Blogs, and Wikis for Business

 

45. You must contribute to projects on your departmental wiki. Which of the following is not a guideline you should follow?

a.	Follow the conventions of polite society and commonsense rules and show respect.
b.	Watch out for improper or ambiguous language.
c.	Freely and severely criticize obvious errors by another contributor.
d.	Verify your facts and give credit where credit is due.

 

 

ANS:  C

Don’t severely criticize another contributor; because wikis allow collaboration including editing and revising, use these opportunities to make a suggestion to improve any weaknesses.

 

PTS:   1                    DIF:    Easy

OBJ:   Bloom’s Taxonomy: Comprehension

TOP:   Using Podcasts, Blogs, and Wikis for Business

 

46. Which of the following statements best describes use of social networks by businesses today?

a.	All companies are comfortable with using social networking for brainstorming and teamwork.
b.	Companies struggle with finding the right balance between permitting access to the Web and protecting security as well as ensuring productivity.
c.	Companies must run their own social networks to capitalize effectively on the benefits this medium offers.
d.	Large companies (like McDonalds and British Telecom) create buzz and promote their brands via social networking, but social networking offers no benefit to small businesses.

 

 

ANS:  B

Companies of all sizes can make positive use of social networking, but they all continue to struggle to find the balance between permitting access to the Web and protecting security and ensuring productivity.

 

PTS:   1                    DIF:    Easy

OBJ:   Bloom’s Taxonomy: Comprehension

TOP:   Negotiating Social and Professional Networking Sites

 

47. Janice has asked you for some advice regarding the use of social networking in the workplace. What advice will you share?

a.	Do not share any sensitive information.
b.	Refuse friend requests or “unfriend” people to avoid jeopardizing professional relationships.
c.	Establish boundaries, and don’t share information online that you wouldn’t share openly in the office.
d.	Assume the content posted on a social networking site is protected.

 

 

ANS:  C

If you are providing advice, know what the experts suggest: don’t share sensitive information lightly, be careful refusing friend requests or “unfriending” people because these acts could jeopardize work relationships, don’t assume the social networking site content is protected, and do establish boundaries.

 

PTS:   1                    DIF:    Easy

OBJ:   Bloom’s Taxonomy: Comprehension

TOP:   Negotiating Social and Professional Networking Sites

 

48. Which of the following represents a potential reward of using professional networking sites such as LinkedIn?

a.	Sites like LinkedIn are inexpensive, simple, and fast ways to connect recruiters and job candidates.
b.	Professional networking sites can replace face-to-face interviews.
c.	Candidates do not need to craft their profiles with the same care as used for their traditional résumés.
d.	Networking sites are automatically updated, relieving the jobseeker of the obligation of keeping documents current.

 

 

ANS:  A

These business networking sites can provide referrals and recommendations of candidates, and job seekers can browse jobs posted by a company with a LinkedIn presence. One of the most popular sites connecting recruiters and candidates today is LinkedIn.

 

PTS:   1                    DIF:    Easy

OBJ:   Bloom’s Taxonomy: Comprehension

TOP:   Negotiating Social and Professional Networking Sites

 

49. Why do busy employees choose to use RSS feeds?

a.	Most employers demand that employees remain connected via RSS at all times.
b.	Including RSS (Recent Senders Service) feeds allows employees to track customer activity levels in their e-mail and other communication tools.
c.	RSS feeds have identified computer viruses and malware, saving millions of dollars for large corporations.
d.	These feeds can be a time-saver, allowing users to monitor many news sources in one convenient spot.

 

 

ANS:  D

Employees choose RSS feeds because they provide a fast and easy way to search and manage information. Additionally, feeds alert subscribers to up-to-the-minute blog entries, news items, videos, and podcasts from various sources.

 

PTS:   1                    DIF:    Easy

OBJ:   Bloom’s Taxonomy: Comprehension

TOP:   Negotiating Social and Professional Networking Sites

 

50. What is the purpose of social bookmarking?

a.	It helps users search, organize, manage, and store bookmarks on the Web with the help of metadata.
b.	It connects single employees with other singles in the same company.
c.	It allows businesses to identify emerging data needs, to select new digital communication technologies, and to merge existing software.
d.	It enables interdepartmental collaboration on long-term projects by managing multiple-data packages.

 

 

ANS:  A

Social bookmarking allows users to search, organize, manage, and store their bookmarks on the Web based on metadata. Metadata are information tags or keywords used to identify and sort these bookmarks.

 

PTS:   1                    DIF:    Easy

OBJ:   Bloom’s Taxonomy: Knowledge

TOP:   Negotiating Social and Professional Networking Sites

 

TRUE/FALSE

 

1. E-mail has replaced letters for many messages inside organizations and for some messages to external audiences.

 

ANS:  T

E-mail is used for many internal messages and for some external messages, but letters still have their place when communicating with an external audience. A letter is more formal, and hard-copy messages carry more weight in certain situations.

 

PTS:   1                    DIF:    Easy

OBJ:   Bloom’s Taxonomy: Knowledge

TOP:   Organizing E-Mails and Memos

 

2. PDF documents guarantee that the reader receives a message that looks exactly as the writer intended.

 

ANS:  T

To guarantee the reader receives your message exactly as you intend it to look, send a PDF document. Because PDF documents preserve their formatting, businesses are making increasing use of this software.

 

PTS:   1                    DIF:    Easy

OBJ:   Bloom’s Taxonomy: Knowledge

TOP:   Organizing E-Mails and Memos

 

3. Use e-mail for internal messages requiring a permanent record or formality; use hard-copy memos for external messages requiring a permanent record or formality.

 

ANS:  F

Memos are important for internal messages requiring permanent records or formality. Use a letter for external messages requiring formality.

 

PTS:   1                    DIF:    Easy

OBJ:   Bloom’s Taxonomy: Knowledge

TOP:   Organizing E-Mails and Memos

 

4. Informational e-mail and memos generally follow the same writing plan: informative subject line, direct opening, explanatory body, and appropriate closing.

 

ANS:  T

Whether electronic or hard copy, direct internal messages generally contain four parts: (a) an informative subject line that summarizes the message, (b) an opening that reveals the main idea immediately, (c) a body that explains and justifies the main idea, and (d) an appropriate closing.

 

PTS:   1                    DIF:    Easy

OBJ:   Bloom’s Taxonomy: Knowledge

TOP:   Organizing E-Mails and Memos

 

5. Including a subject line in your e-mail message or memo is optional because the message is usually short.

 

ANS:  F

In e-mails and memos, an informative subject line is mandatory. It summarizes the central idea, thus providing quick identification for reading and for filing. In e-mail messages an informative subject line is critical. It often determines whether and when the message is read.

 

PTS:   1                    DIF:    Easy

OBJ:   Bloom’s Taxonomy: Knowledge

TOP:   Organizing E-Mails and Memos

 

6. Open most e-mails and memos indirectly to show respect for readers.

 

ANS:  F

Because e-mails and memos present nonsensitive information, most of these routine messages should begin in a straightforward manner. Open directly by stating the main idea immediately.

 

PTS:   1                    DIF:    Easy

OBJ:   Bloom’s Taxonomy: Knowledge

TOP:   Organizing E-Mails and Memos

 

7. Effective e-mail messages and memos generally discuss only one topic.

 

ANS:  T

Limiting the e-mail or memo to one topic helps the receiver act on the subject and file it appropriately. Therefore, effective e-mail messages and memos discuss only one topic.

 

PTS:   1                    DIF:    Easy

OBJ:   Bloom’s Taxonomy: Knowledge

TOP:   Organizing E-Mails and Memos

 

8. Readers look for deadlines and action language in the body of an e-mail message or memo.

 

ANS:  F

Readers look for deadlines and action language in the closing, not in the body, of an e-mail message or memo.

 

PTS:   1                    DIF:    Easy

OBJ:   Bloom’s Taxonomy: Knowledge

TOP:   Organizing E-Mails and Memos

 

9. Please let me know if I may provide additional information or be of further assistance is an example of an effective, professional closing for an e-mail message or memo.

 

ANS:  F

Avoid closing with trite or overused expressions such as “Please let me know if I may provide additional information or be of further assistance” because these expressions sound mechanical and insincere.

 

PTS:   1                    DIF:    Moderate

OBJ:   Bloom’s Taxonomy: Application

TOP:   Organizing E-Mails and Memos

 

10. You need not close messages to coworkers with goodwill statements such as those found in letters to customers or clients.

 

ANS:  T

Although you do not need to include a goodwill statement when your message is sent to a coworker, you do need a closing thought to bring your message smoothly to an end.

 

PTS:   1                    DIF:    Easy

OBJ:   Bloom’s Taxonomy: Comprehension

TOP:   E-Mail and Memo Formats

 

11. Because the recipient’s e-mail address is located in the e-mail heading, including a greeting in the message body is not necessary.

 

ANS:  F

Begin your e-mail message with a greeting. In addition to being friendly, a greeting provides a visual cue marking the beginning of the message.

 

PTS:   1                    DIF:    Easy

OBJ:   Bloom’s Taxonomy: Knowledge

TOP:   Applying E-Mails and Memo Formats

 

12. The Accounting Department wants to document the information it presented at the weekly divisional meeting. The best internal channel to create a permanent, formal record of this information is a hard-copy memo.

 

ANS:  T

Hard-copy memos are useful for internal messages that require a permanent record or formality.

 

PTS:   1                    DIF:    Moderate

OBJ:   Bloom’s Taxonomy: Application

TOP:   Adopting Best Practices for Professional E-Mail Messages

 

13. One of the risks in using e-mail is “self-destructing,” which refers to accidentally sending an e-mail message without first carefully editing it or verifying the recipients’ names.

 

ANS:  F

“Self-destructing” refers to losing all your writing through some glitch or pressing the wrong key when working online. Avoid “self-destructing” by composing your e-mails offline in a word-processing program. Then carefully edit your work before transferring it to your e-mail.

 

PTS:   1                    DIF:    Easy

OBJ:   Bloom’s Taxonomy: Comprehension

TOP:   Adopting Best Practices for Professional E-Mail Messages

 

14. Typing your name at the bottom of an e-mail message is unnecessary.

 

ANS:  F

Always type your name at the bottom of every e-mail message you send. Messages without names become very confusing when forwarded or when they are part of a thread (string) of responses.

 

PTS:   1                    DIF:    Easy

OBJ:   Bloom’s Taxonomy: Knowledge

TOP:   Adopting Best Practices for Professional E-Mail Messages

 

15. In addition to the basic elements of Date, To, From, and Subject, large organizations may include other identifying headings, such as File Number, Floor, Extension, Location, and Distribution on memos.

 

ANS:  T

Large organizations may add other identifying headings (File Number, Floor) to the basic elements (To, From, Date, Subject) to assist employees in identifying, organizing, and filing memos.

 

PTS:   1                    DIF:    Easy

OBJ:   Bloom’s Taxonomy: Knowledge

TOP:   Adopting Best Practices for Professional E-Mail Messages

 

16. One risk of e-mail is that even though you erase an e-mail message, it can remain on multiple servers that are backed up by companies or Internet service providers.

 

ANS:  T

E-mail has become the “smoking gun” uncovered by prosecutors because even erased messages can remain on multiple servers that are backed up by companies or Internet service providers. Smart business communicators must be aware of the benefits and the risks of e-mail use.

 

PTS:   1                    DIF:    Easy

OBJ:   Bloom’s Taxonomy: Comprehension

TOP:   Adopting Best Practices for Professional E-Mail Messages

 

17. E-mail is an appropriate channel for communicating schedule changes, breaking bad news, and resolving arguments.

 

ANS:  F

E-mail is appropriate to communicate schedule changes, but you should not use e-mail to break bad news or resolve arguments. You should not employ e-mail as a way to avoid contact with other employees.

 

PTS:   1                    DIF:    Easy

OBJ:   Bloom’s Taxonomy: Comprehension

TOP:   Adopting Best Practices for Professional E-Mail Messages

 

18. E-mail messages have benefits and risks; some risks occur because e-mail messages travel, intentionally or unintentionally, long distances.

 

ANS:  T

Some risks arise because e-mail travels long distances, both intentionally and unintentionally. A quickly drafted note may end up in the boss’s inbox or be forwarded to an enemy’s inbox.

 

PTS:   1                    DIF:    Easy

OBJ:   Bloom’s Taxonomy: Knowledge

TOP:   Adopting Best Practices for Professional E-Mail Messages

 

19. Debbie deleted an e-mail message, but now she needs that message. Unfortunately, once deleted, e-mail can never be retrieved.

 

ANS:  F

Even erased messages can remain on multiple servers that are backed up by companies or Internet service providers.

 

PTS:   1                    DIF:    Moderate

OBJ:   Bloom’s Taxonomy: Application

TOP:   Adopting Best Practices for Professional E-Mail Messages

 

20. Because employers have the legal right to monitor e-mail use, assume that your employer monitors all workplace e-mail.

 

ANS:  T

Because employers legally have the right to monitor e-mail (75 percent do), you can assume that your employer will monitor your workplace e-mail as well. Don’t use the employer’s computers for personal messages, personal shopping, or entertainment unless the company specifically allows it.

 

PTS:   1                    DIF:    Easy

OBJ:   Bloom’s Taxonomy: Comprehension

TOP:   Adopting Best Practices for Professional E-Mail Messages

 

21. When preparing your script for a podcast, include some redundancy: tell the listeners what you will tell them, then tell them, and, finally, tell them what you have told them.

 

ANS:  T

This redundancy is a technique familiar to successful PowerPoint users, and it is equally important in effective podcasts. Previews, summaries, and transitions are important to help your audience follow the message.

 

PTS:   1                    DIF:    Easy

OBJ:   Bloom’s Taxonomy: Comprehension

TOP:   Using Podcasts, Blogs, and Wikis for Business

 

22. Although teenagers use instant messaging (IM) frequently, corporations do not use this communication tool.

 

ANS:  F

Because instant messaging (IM) allows you to communicate with others in real time, it has become a powerful communication tool in the workplace.

 

PTS:   1                    DIF:    Easy

OBJ:   Bloom’s Taxonomy: Comprehension

TOP:   Using Instant Messaging and Texting Professionally and Safely

 

23. The major attraction of instant messaging (IM) in business is real-time communication with colleagues anywhere in the world¾so long as a cell phone signal or a Wi-Fi connection is available.

 

ANS:  T

IM offers business many benefits, including real-time worldwide communication anywhere a cell phone signal or Wi-Fi connection is available.

 

PTS:   1                    DIF:    Easy

OBJ:   Bloom’s Taxonomy: Comprehension

TOP:   Using Instant Messaging and Texting Professionally and Safely

 

24. Podcasting has experienced large growth and has spread among various user groups online.

 

ANS:  T

Like blogging, podcasting has grown rapidly, spreading among a variety of users, including news outlets such as National Public Radio, TV shows from ABC and others, and education such as Berkeley and Stanford and other universities.

 

PTS:   1                    DIF:    Easy

OBJ:   Bloom’s Taxonomy: Knowledge

TOP:   Using Podcasts, Blogs, and Wikis for Business

 

25. RSS feeds are online journals used by companies to communicate internally with employees and externally with customers.

 

ANS:  F

Blogs are a Web site with journals used by companies to communicate internally with employees and externally with customers. Typically, one person writes these journal entries, although some blogs feature multiple commentators. Viewers may be encouraged to leave feedback.

 

PTS:   1                    DIF:    Easy

OBJ:   Bloom’s Taxonomy: Knowledge

TOP:   Using Podcasts, Blogs, and Wikis for Business

 

26. Millie needs to research customer reactions. She should consider a blog because blogs can produce unbiased consumer feedback more quickly and cheaply than familiar techniques like focus groups and surveys.

 

ANS:  T

She should consider a blog. Marketing firms and their clients are looking closely at blogs because blogs can produce unbiased consumer feedback faster and more cheaply than such staples of consumer research as focus groups and surveys.

 

PTS:   1                    DIF:    Moderate

OBJ:   Bloom’s Taxonomy: Application

TOP:   Using Podcasts, Blogs, and Wikis for Business

 

27. Twitter is very popular for personal use with employees under age 35, but businesses have not yet found positive business applications for this digital communication tool.

 

ANS:  F

Twitter allows organizations to share brief updates (called tweets) about their current operations. These tweets allow businesses to connect with employees and customers, share company news, and exchange ideas.

 

PTS:   1                    DIF:    Easy

OBJ:   Bloom’s Taxonomy: Comprehension

TOP:   Using Podcasts, Blogs, and Wikis for Business

 

28. One of the prominent business uses of blogs is to provide up-to-date company information to the press and the public.

 

ANS:  T

Businesses use their company blogs, which both executives and rank-and-file employees may write, for public relations. They also use blogs for customer relations, crisis communication, market research, viral marketing, internal communication, and recruiting.

 

PTS:   1                    DIF:    Easy

OBJ:   Bloom’s Taxonomy: Comprehension

TOP:   Using Podcasts, Blogs, and Wikis for Business

 

29. Businesses now have appointed employees to scrutinize the blogosphere for buzz and positive or negative postings about their organization and products.

 

ANS:  T

Some companies have designated specific employees to search blogs for postings about their company and its products and services. Companies now use blogs to market products and services and to conduct market research.

 

PTS:   1                    DIF:    Easy

OBJ:   Bloom’s Taxonomy: Knowledge

TOP:   Using Podcasts, Blogs, and Wikis for Business

 

30. Unlike more formal business messages, blog entries should address a general audience, have a casual style, and use an informal tone; thus the blog message will be suitable for anyone.

 

ANS:  F

Like all business messages, blog entries must be well targeted, carefully crafted, and professional.

 

PTS:   1                    DIF:    Easy

OBJ:   Bloom’s Taxonomy: Comprehension

TOP:              Using Podcasts, Blogs, and Wikis for Business

 

31. When creating a blog, you are striving to attract repeat traffic by individual blog readers and to avoid hits by search engines.

 

ANS:  F

Your goal is to attract both individual readers and search engines. In headlines and text, emphasize potential search terms that may draw traffic to your site. Focus on one topic and use a variety of synonyms to propel your blog to the top of search engine listings.

 

PTS:   1                    DIF:    Easy

OBJ:   Bloom’s Taxonomy: Comprehension

TOP:   Using Podcasts, Blogs, and Wikis for Business

 

32. Lines between social and professional networking have been clear; and as a business communicator, you must strive to keep those boundaries distinct.

 

ANS:  F

Boundaries between social and professional networking are increasingly blurry. Workers must remain vigilant in their use of these social media to avoid the risks while maximizing the benefits to the business.

 

PTS:   1                    DIF:    Easy

OBJ:   Bloom’s Taxonomy: Comprehension

TOP:   Negotiating Social and Professional Networking Sites

 

33. Business applications for social networks continue to emerge as some organizations provide the collaboration tools and watch what happens.

 

ANS:  T

While some organizations restrict employee access to online social networks, others encourage employee networking. In fact, some firms use social online communities for brainstorming and teamwork. They provide the collaboration tools and then watch what happens.

 

PTS:   1                    DIF:    Easy

OBJ:   Bloom’s Taxonomy: Knowledge

TOP:   Negotiating Social and Professional Networking Sites

 

34. You must be wary of the many risks in the cyber world, which include not only appearing in inappropriate photographs but also making “friends” online.

 

ANS:  T

Both appearing in inappropriate photographs and making “friends” online pose risks. Tags make pictures searchable so that an embarrassing college incident may resurface years later.

 

PTS:   1                    DIF:    Easy

OBJ:   Bloom’s Taxonomy: Comprehension

TOP:   Negotiating Social and Professional Networking Sites

 

35. Professional networking sites allow hiring managers to fully screen job applicants, select the best candidate, and offer the job to the selected candidate, thus saving today’s businesses time and money in the hiring process.

 

ANS:  F

Professional networking sites cannot replace face-to-face interviews. However, they do allow hiring managers to form first impressions before inviting job hunters or to screen interviewees being considered for an open position.

 

PTS:   1                    DIF:    Easy

OBJ:   Bloom’s Taxonomy: Knowledge

TOP:   Negotiating Social and Professional Networking Sites

 

36. As businesses try to control the risks related to Internet access, their younger employees, in particular, are shocked to find employers have blocked access to Facebook, Gmail, and other popular Web destinations.

 

ANS:  T

Businesses take different approaches to managing the risks of the “dark side” of social networking and other online destinations. Younger employees may be irritated if their access to these online resources is restricted.

 

PTS:   1                    DIF:    Easy

OBJ:   Bloom’s Taxonomy: Knowledge

TOP:   Negotiating Social and Professional Networking Sites

 

37. RSS is a fast and easy way to search and manage information in a data file format capable of transmitting changing Web content.

 

ANS:  T

Really Simple Syndication (RSS) is a data file format capable of transmitting changing Web content. As its name (Really Simple) indicates, it provides quick, easy access to information searches and management.

 

PTS:   1                    DIF:    Easy

OBJ:   Bloom’s Taxonomy: Knowledge

TOP:   Negotiating Social and Professional Networking Sites

 

38. About three quarters of U.S. companies view social media¾mostly LinkedIn¾as essential sources for recruiting.

 

ANS:  T

Hiring experts agree that about three quarters of U.S. companies view social media¾mostly LinkedIn¾as indispensable outlets for recruiting.

 

PTS:   1                    DIF:    Easy

OBJ:   Bloom’s Taxonomy: Knowledge

TOP:   Negotiating Social and Professional Networking Sites

 

39. The terms social networking and social bookmarking both refer to an online service used to connect users with related interests.

 

ANS:  F

Although social networking connects users based on their interests, social bookmarking helps users search, store, and manage bookmarks on the Web with the help of metadata.

 

PTS:   1                    DIF:    Easy

OBJ:   Bloom’s Taxonomy: Knowledge

TOP:   Negotiating Social and Professional Networking Sites

 

40. A majority of messages are being exchanged electronically.

 

ANS:  T

The information flow is increasingly digital, with e-mail serving as the No. 1 communication channel. Other digital channels such as instant messaging and texting, blogs, wikis, social networking, and podcasts are increasingly popular.

 

PTS:   1                    DIF:    Easy

OBJ:   Bloom’s Taxonomy: Knowledge

TOP:   Summing Up and Looking Forward

 

COMPLETION

 

1. ____________________-____________________ messages tend to carry more weight, are more formal, and are taken more seriously in certain situations.

 

ANS:

Hard-copy

Rationale: Hard-copy messages, like memos and letters, create a permanent, formal record. They tend to carry more weight and are taken more seriously in certain situations.

 

PTS:   1                    DIF:    Easy

OBJ:   Bloom’s Taxonomy: Knowledge

TOP:   Organizing E-Mail Messages and Memos

 

2. In the ____________________ of an e-mail message, you should cover just one topic.

 

ANS:

body

Rationale: The body of your e-mail message should cover just one topic.

 

PTS:   1                    DIF:    Easy

OBJ:   Bloom’s Taxonomy: Knowledge

TOP:   Applying E-Mails and Memo Formats

 

3. Sending unsolicited advertisements, also called ____________________, either by fax or e-mail is illegal in the United States.

 

ANS:

spam

Rationale: Unsolicited advertisements sent by fax or e-mail are called “spam.” In the United States, it is illegal to send “spam.”

 

PTS:   1                    DIF:    Easy

OBJ:   Bloom’s Taxonomy: Knowledge

TOP:   Adopting Best Practices for Professional E-Mail Messages

 

4. A(n) ____________________ is a digital audio or video file that can be downloaded to a computer or watched on a smartphone.

 

ANS:

podcast

Rationale: Used by the news media, in education, and for corporate training, podcasts are digital audio or video files that users download to computers, smartphones, Mp3 players, or other devices for viewing or listening.

 

PTS:   1                    DIF:    Easy

OBJ:   Bloom’s Taxonomy: Knowledge

TOP:   Using Podcasts, Blogs, and Wikis for Business

 

5. An e-mail message should include a descriptive ____________________ to help ensure that the message will be read.

 

ANS:

subject line

Rationale: In e-mail messages a descriptive and informative subject line is critical. It often determines whether and when the message is read. Readers may automatically delete messages without subject lines.

 

PTS:   1                    DIF:    Easy

OBJ:   Bloom’s Taxonomy: Knowledge

TOP:   Organizing E-Mail Messages and Memos

 

6. To, From, Date, and Subject in an e-mail message or a memo are called ____________________ words.

 

ANS:

guide

Rationale: Guide words appear at the top of every e-mail message or memo. Many e-mail systems provide these guide words and insert the sender’s name and the date automatically. You then need to provide only the subject line information and the receiver’s address in the heading.

 

PTS:   1                    DIF:    Easy

OBJ:   Bloom’s Taxonomy: Knowledge

TOP:   Applying E-Mail and Memo Formats

 

7. Unless your company specifically allows it, never use your employer’s computers for ____________________ messages or entertainment.

 

ANS:

personal

Rationale: Before using these media for personal communication, check company policy. You should also remember that your employer has the right to monitor all communication conducted on workplace computers.

 

PTS:   1                    DIF:    Easy

OBJ:   Bloom’s Taxonomy: Knowledge

TOP:   Adopting Best Practices for Professional E-Mail Messages

 

8. Although e-mail is still a relatively new business communication tool, a set of rules for polite online interaction called ____________________ has emerged.

 

ANS:

netiquette

Rationale: Netiquette guidelines help business communicators interact politely and efficiently in the online environment.

 

PTS:   1                    DIF:    Easy

OBJ:   Bloom’s Taxonomy: Comprehension

TOP:   Adopting Best Practices for Professional E-Mail Messages

 

9. ____________________ messaging enables you to use the Internet to communicate in real time in a private chat room with one or more individuals. It is like live e-mail or a text telephone call.

 

ANS:

Instant

Rationale: Instant messaging (IM) enables you to use the Internet to communicate in real time in a private chat room with one or more individuals. It is like live e-mail or a text telephone call.

 

PTS:   1                    DIF:    Easy

OBJ:   Bloom’s Taxonomy: Knowledge

TOP:   Using Instant Messaging and Texting Professionally and Safely

 

10. Teams or departments use ____________________ to collect and disseminate information to large audiences creating a database for knowledge management.

 

ANS:

wikis

Rationale: Businesses use wikis to create and share a knowledge base. Whether this information is collected and disseminated by a single team or multiple departments, the wiki enables easy collaboration across the organization.

 

PTS:   1                    DIF:    Easy

OBJ:   Bloom’s Taxonomy: Knowledge

TOP:   Using Podcasts, Blogs, and Wikis for Business