Chapter 5
1. Which of the following statements about communication in today's workplace is most
accurate?
a. Despite the increased use of social media networks, companies are reluctant to use social
media sites such as Facebook and Twitter to conduct business.
b. Individuals are using more mobile electronic devices to communicate with others.
c. Because individuals are more dispersed, messages are longer and less frequent.
d. Because of social media networks, today's communication includes more one-on-one
conversations.
Answer: b
Rationale:
Individuals are using more mobile electronic devices to communicate with others. In fact,
desktop computers are being replaced with smaller laptops, netbooks, smartphones, and
tablets. These and other mobile devices access data and applications stored in the "cloud," in
remote networks, not individual computers.
2. Which statement about the use of e-mail in today's workplace is most accurate?
a. Most messages in today's workplace are sent by e-mail.
b. Businesses use memos more frequently than e-mail messages to communicate internally
with employees.
c. Only managers and top-level business executives use e-mail to communicate with others.
d. Today's workers spend very little time writing e-mail messages.
Answer: a
Rationale:
Most business messages are sent by e-mail. In fact, typical businesspeople spend at least two
hours a day writing and replying to e-mail messages.
3. 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.
Answer: c
Rationale:
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 a computer network.
4. 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.
Answer: c
Rationale:
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.
5. 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
Answer: c
Rationale:
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.
6. 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.
Answer: d
Rationale:
A greeting helps receivers see the beginning of a message and whether they are the primary
or secondary receiver of a message. In addition, a greeting sets the tone for the message and
reflects your audience analysis.
7. 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.
Answer: b
Rationale:
"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.
8. 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, avoid frontloading.
b. Use numbered or bulleted lists when appropriate.
c. Develop your ideas into at least three screens to demonstrate your writing ability and the
seriousness of your message.
d. Do not waste space on headings and subheadings.
Answer: b
Rationale:
When organizing the body of an e-mail message, follow these tips: use numbered or bulleted
lists, group similar ideas, use white space to improve readability, provide headings to
organize information, begin directly, and condense ideas to remove wordiness.
9. 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.
Answer: a
Rationale:
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.
10. The final element of an e-mail message should be
a. your name and full contact information.
b. a witty phrase and your name.
c. the name of the business or organization only.
d. an attachment.
Answer: a
Rationale:
Be sure to include your name. It is also smart to include full contact information as part of
your signature block.
11. What advice should you follow when using down-editing to reply to an e-mail message?
a. Do not include a courteous opening with your reply message.
b. Avoid the use of different colors when inserting your comments.
c. Delete the sender's message header, signature, and all unnecessary parts.
d. Add a comment after every sentence in the original message.
Answer: c
Rationale:
Down-editing involves inserting your responses to only parts of en e-mail message. When
down-editing, begin with a courteous opening; delete the sender's message header, signature,
and all unnecessary parts; and use a different color for your comments.
12. 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.
Answer: b
Rationale:
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.
13. Which of these is the best recommendation for business communicators using e-mail?
a. Consider using e-mail to deliver bad news or to resolve arguments so that you can avoid a
face-to-face conversation.
b. Add humor or tongue-in-cheek comments to lighten the tone of serious e-mail topics.
c. Type your message in all capital letters to increase your speed and efficiency.
d. Edit your text for readability and proofread for typos or unwanted auto-corrections.
Answer: d
Rationale:
Because e-mail can create a permanent record, you must care about tone, correctness, and
conciseness in your e-mail messages. Therefore, you should edit your text for readability and
proofread for typos or unwanted auto-corrections.
14. All of the following are reasons memos are used to send internal messages except
a. formality.
b. permanency.
c. speed.
d. length.
Answer: c
Rationale:
Memos are necessary for important internal messages that are too long for e-mail, require a
permanent record, demand formality, or inform employees who may not have access to email.
15. Seng must inform his staff about the new process for accessing the company's intranet
from remote locations. What communication channel should Seng use to convey this
information?
a. Text message
b. Memo
c. Instant message
d. Tweet
Answer: b
Rationale:
Seng should send this information in a memo. Within organizations, memos deliver changes
in procedures, official instructions, and reports.
16. What is the best advice when preparing a memo as an e-mail attachment?
a. Never send a memo as an e-mail attachment.
b. Leave the body of the e-mail message blank.
c. Include the date, sender's name, receiver's name, and subject line on the memo.
d. Type the entire body of the memo in the e-mail message.
Answer: c
Rationale:
The e-mail message should serve as a cover document and introduce the attachment.
However, because cover e-mail messages may become separated from the attachment, the
attachment must be fully identified and include the date, sender's name, receiver's name, and
subject line.
17. 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.
Answer: a
Rationale:
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.
18. Which of the following is not a guide word used in e-mail messages and memos?
a. TO:
b. FROM:
c. RESPONSE:
d. DATE:
Answer: c
Rationale:
Guide words used in e-mail messages and memos are "TO," "FROM," "DATE," and
"SUBJECT." "RESPONSE" is not a guide word.
19. 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 to 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.
Answer: d
Rationale:
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.
20. An e-mail message or memo usually ends with action information, dates, or deadlines; 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.
Answer: c
Rationale:
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.
21. Which of the following statements about texting in the workplace is most accurate?
a. All companies allow employees to use texting to communicate with coworkers and
customers.
b. Texting enables two or more individuals to use the Internet or an intranet to "chat" in real
time by exchanging brief messages.
c. Texting is a relatively high-cost substitute for voice calls.
d. Text messaging is replacing e-mail for short internal communication.
Answer: d
Rationale:
Like instant messaging, text messaging is a convenient alternative to the telephone and is
replacing e-mail for short internal communication.
22. Which of the following statements about instant messaging in the workplace is most
accurate?
a. Although companies have found instant messaging to be a valuable tool for employees to
communicate with one another, they have been hesitant to use instant messaging for customer
service.
b. Unlike text messaging, instant messaging is not subject to discovery in lawsuits.
c. Instant messaging allows people to share information immediately and make decisions
quickly.
d. Instant messaging decreases presence functionality.
Answer: c
Rationale:
Because instant messaging allows colleagues to communicate in real time anywhere in the
world, individuals can share information immediately and make decisions quickly.
23. Instant messaging and text messaging are advantageous for all of the following reasons
except
a. guaranteed privacy.
b. low cost.
c. immediacy.
d. speed.
Answer: a
Rationale:
Although instant and text messaging have proven to be cheap, quick, and immediate ways to
communicate with others and to conduct business, privacy is a myth with both tools because
both instant and text messages can be retrieved and then viewed by others.
24. Instant messaging and texting
a. provide "presence functionality," allowing coworkers to locate each other online, which
saves time tracking someone down who is out of the office.
b. are delayed; a user has time to recall sent messages if he or she decides the message should
not have been delivered.
c. prevent multitasking and encourage employees to focus on one job at a time.
d. allow in-depth analysis of data, including charts and graphs, and lengthy conversation of
the chosen topics.
Answer: a
Rationale:
Instant messaging (IM) and texting provide a presence functionality that allows workers to
locate each other. In addition, many people consider texting and instant messaging to be
productivity boosters because busy business employees can multitask and get answers
quickly.
25. Why do some employers forbid employees to use instant messaging (IM) and texting?
a. Instant messaging and texting are more expensive to use than faxes or phone calls.
b. Some employers consider IM and texting distractions.
c. Delivery of instant and text messages takes longer than e-mail message delivery.
d. According to federal regulations, businesses cannot conduct business using instant or text
messaging.
Answer: b
Rationale:
Many companies forbid instant messaging and texting 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).
26. Yer'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."
Answer: c
Rationale:
Yer 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.
27. Tara is starting a new job that will allow her to use text messaging. What advice should
she follow?
a. When she doesn't receive an immediate response from a coworker, continue to text
message the coworker until he or she responds.
b. Feel free to send any kind of message to her coworkers using this medium.
c. Identify herself when texting a new contact.
d. Send texts while she is having a face-to-face conversation to demonstrate her popularity.
Answer: c
Rationale:
Tara should identify herself when texting a new contact who doesn't have her phone number.
28. Podcasts 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.
Answer: b
Rationale:
Podcasts, blogs, and wikis are part of the new user-centered virtual environment called Web
2.0. Individuals can create Web content, interact with each other, review products, selfpublish, and conduct many other forms of business.
29. 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
Answer: b
Rationale:
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.
30. 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.
Answer: a
Rationale:
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.
31. Podcasts are used by
a. news organizations and media outlets.
b. educational institutions.
c. businesses.
d. News organizations and media outlets, educational institutions, and businesses all use
podcasts to deliver information.
Answer: d
Rationale:
News organizations and media outlets, educational institutions, and businesses all use
podcasts to deliver information.
32. A wiki
a. consists of short audio and video files that deliver repetitive information and that can be
downloaded and played on numerous devices.
b. is a website with journal entries on a variety of topics.
c. is a Web-based tool that uses collaborative software to allow multiple users to create,
access, and modify documents.
d. is a brief message exchanged in real time using a short message service supplied by a cell
phone provider or a voice over Internet protocol service.
Answer: c
Rationale:
A wiki is a Web-based tool that uses collaborative software to allow multiple users
collectively to create, access, and modify documents.
33. One advantage of a wiki is that it
a. allows documents to be error free.
b. guarantees public and employee acceptance.
c. enables companies and news organizations to broadcast information quickly to the public.
d. eliminates the problem of document version confusion.
Answer: d
Rationale:
Wikis eliminate the problem of document version confusion because most wikis store all
changes and intermediate versions of files so that users can return to a previous stage if
necessary.
34. Crowdsourcing is
a. the ability to send short messages consisting of 140 characters or fewer.
b. the practice of tapping into the combined knowledge of an online community to solve
problems and complete assignments.
c. the use of fraudulent schemes on the Internet.
d. an e-mail response technique that includes only those parts of an e-mail message to which
the receiver is responding.
Answer: b
Rationale:
One advantage of wikis is that they promote crowdsourcing, the practice of tapping into the
combined knowledge of an online community to solve problems and complete assignments.
35. How do companies use wikis?
a. Companies share special deals and incentives in short messages of 140 characters or fewer.
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.
Answer: c
Rationale:
Wikis allow companies to share information globally. Other business uses include meeting
feedback facilitation, project management, and project information documentation.
36. All of the following are reasons businesses use wikis except
a. to improve the brand image of a company.
b. to generate feedback from employees before and after meetings.
c. to collect and share information to large audiences creating a database for important
company information.
d. to facilitate project management.
Answer: a
Rationale:
Businesses use wikis for the following reasons: to share information between corporate
headquarters and satellite offices, to collect and share information to large audiences creating
a database for important company information, to generate feedback from employees before
and after meetings, and to facilitate project management.
37. Blogs are most similar to
a. tweets.
b. text messages.
c. journal entries.
d. instant messages.
Answer: c
Rationale:
A blog is a website with journal entries on any imaginable topic usually written by one
person.
38. The biggest advantage of business blogs is that they
a. have the potential to reach a vast, far-flung audience.
b. are the primary method of internal business communications.
c. provide anytime access to digital audio and video files containing corporate training,
marketing, and informational messages.
d. can safeguard against hackers and rival companies.
Answer: a
Rationale:
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.
39. Companies use blogs for all of the following reasons except
a. communicating internally with employees.
b. conducting job interviews.
c. recruiting.
d. researching target markets and products.
Answer: b
Rationale:
Blogs are used by companies for public relations, customer relations, crisis communication,
market research, viral marketing, internal communication, and recruiting.
40. You are using the corporate blog to respond to a 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.
Answer: b
Rationale:
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.
41. Which of the following is the best title for a blog?
a. Read Now
b. Attention
c. Five Ways to Get Your Résumé Read
d. Résumé Information
Answer: c
Rationale:
Only "Five Ways to Get Your Résumé Read" is an effective title for a blog. An effective title
is catchy but concise. It also often uses numbers or includes questions or promises.
42. The opening of a blog should
a. identify a need and propose to solve the problem.
b. include a call to action.
c. provide examples, quotations and testimonials, or statistics.
d. include your name and title.
Answer: a
Rationale:
The opening of a blog should identify a need and propose to solve a problem. Vivid
examples, quotations and testimonials, or statistics should be used in the body to provide
details. A call to action should be included in the closing.
43. Eyasu must create a corporate blog. Which of the following should he use in his blog?
a. Expressive action verbs
b. Numbers, bullets, and subheadings
c. Conversational language
d. Eyasu should use all these techniques in his blog.
Answer: d
Rationale:
The body of a blog should be structured with numbers, bullets, and subheadings. In addition,
it should contain expressive action verbs and use conversational language to sound warm and
authentic.
44. When writing or responding to a blog, you should
a. correct any errors in your grammar, spelling, and mechanics.
b. vehemently and honestly disagree with a post using strong language such as Your ideas are
completely unfounded. Do your research before you post your ideas!
c. include long, wordy sentences to demonstrate your writing abilities.
d. repeat ideas and sentences to add length to your response.
Answer: a
Rationale:
The best blogs are error free. Therefore, when writing or responding to a blog, edit and
proofread your writing as if your life depended on it because your reputation is at stake.
45. Which of the following is not a social networking site?
a. LinkedIn
b. Facebook
c. Twitter
d. Firefox
Answer: d
Rationale:
LinkedIn, Facebook, and Twitter are all social networking sites. Firefox is a Web browser.
46. All of the following are reasons businesses use social networking except
a. to avoid legal challenges and issues.
b. to exchange ideas.
c. to share company news.
d. to connect with customers and employees.
Answer: a
Rationale:
Social networking sites enable businesses to connect with customers and employees, to share
company news, and to exchange ideas.
47. All of the following statements about social networking are accurate except
a. the majority of Fortune 500 companies now use social networking.
b. only teenagers use social networking sites to communicate with others.
c. social networking sites are used by some companies to recruit potential employees.
d. many businesses have found that the Facebook model can be adapted to their own internal
networks.
Answer: b
Rationale:
Although social networking sites are popular among young adults, older age groups are now
using social media at rapid rates. The majority of Fortune 500 companies also use social
networking for a variety of reasons: to recruit employees, share company information, and
exchange ideas As a result, many companies have adopted the Facebook model when
developing their own corporate networks.
48. Businesses use social networking to
a. connect dispersed employees.
b. provide a forum for collaboration.
c. to solicit customer feedback when researching and developing products.
d. All answer choices demonstrate how businesses use social networks.
Answer: d
Rationale:
Businesses use social networking to collaborate, to connect dispersed employees, and to
solicit customer input at the product-design stage.
49. 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 create buzz and promote their brands via social networking, but social
networking offers no benefit to small businesses.
Answer: b
Rationale:
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.
50. Travis has asked you for some advice regarding the use of social networking in the
workplace. What advice will you share?
a. Feel free to share any information on social networking sites.
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.
Answer: c
Rationale:
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.
51. Social media messages have replaced e-mail messages within organizations and to
external audiences.
a. True
b. False
Answer: False
Rationale:
Despite the substantial attention that social media receive in the news, most business
messages are still sent by e-mail.
52. E-mail is appropriate for short, informal messages that request information and respond to
inquiries.
a. True
b. False
Answer: True
Rationale:
E-mail is appropriate for short, informal messages that request information and respond to
inquiries. It is also effective for messages to multiple receivers and messages that must be
saved. However, it is not a substitute for face-to-face communication.
53. Most e-mails should be organized using the indirect organizational strategy.
a. True
b. False
Answer: False
Rationale:
Because most e-mails include nonsensitive information that is unlikely to upset readers, they
should be organized directly with the main idea first.
54. Including a subject line in your e-mail message is optional because the message is usually
short.
a. True
b. False
Answer: False
Rationale:
In e-mail messages an informative subject line is critical. It often determines whether and
when the message is read.
55. Like e-mail messages, memos can be used to communicate within an organization and
with external customers, companies, and organizations.
a. True
b. False
Answer: False
Rationale:
Memos are important for internal messages that are too long for e-mail, require a permanent
record, demand formality, or inform employees who may not have access to e-mail.
56. Memos are used to convey procedures, official instructions, and reports.
a. True
b. False
Answer: True
Rationale:
Unlike e-mail messages that are appropriate for short, informal messages that request
information and respond to inquiries, memos deliver changes in procedures, official
instructions, and reports within an organization.
57. Memos should be organized directly by conveying the main idea first.
a. True
b. False
Answer: True
Rationale:
Like e-mail messages, memos are usually organized directly with the main idea first.
58. Deadlines and action information should be included in the body of an e-mail message or
memo.
a. True
b. False
Answer: False
Rationale:
Deadlines and action information should be in the closing, not in the body, of an e-mail
message or memo.
59. Although teenagers use instant messaging (IM) frequently, corporations do not use this
communication tool.
a. True
b. False
Answer: False
Rationale:
Because instant messaging (IM) allows users to communicate with others in real time, it has
become a powerful communication tool in the workplace.
60. Text and instant messaging are replacing e-mail for short internal communication.
a. True
b. False
Answer: True
Rationale:
Text messaging and instant messaging are convenient alternatives to the telephone and are
replacing e-mail for short internal communication.
61. The major attraction of instant messaging (IM) in business is real-time communication
with colleagues anywhere in the world as long as a cell phone signal or a Wi-Fi connection is
available.
a. True
b. False
Answer: True
Rationale:
IM offers business many benefits, including real-time worldwide communication anywhere a
cell phone signal or Wi-Fi connection is available.
62. Some advantages of texting and instant messaging include immediacy and cost.
a. True
b. False
Answer: True
Rationale:
Advantages of texting and instant messaging include immediacy, low cost, unobtrusiveness,
speed, and efficiency.
63. All companies in today's workplace allow employees to text or instant message on the
job.
a. True
b. False
Answer: False
Rationale:
Some organizations forbid employees to use instant and text messaging because they consider
these communication tools to be distracting. Some organizations also fear that employees
may reveal privileged information and company records.
64. One benefit of using text or instant messaging on the job is that these messages cannot be
used as evidence in lawsuits.
a. True
b. False
Answer: False
Rationale:
Like e-mail, instant and text messages, as well as all other electronic records, are subject to
discovery (disclosure); that is, they can become evidence in lawsuits.
65. Before using IM or text messaging on the job, be sure you have permission.
a. True
b. False
Answer: True
Rationale:
Before you use text or instant messaging on the job, be sure you have permission. If you are
granted permission, follow all company policies for using these forms of communication.
66. When texting or instant messaging on the job, don't worry about your grammar and
spelling because your goal is to send quick, short messages.
a. True
b. False
Answer: False
Rationale:
When sending texts or instant messages on the job, always use good grammar and correct
spelling. In addition, avoid jargon, slang, and abbreviations.
67. The top digital media device being used to disseminate information today is podcasts.
a. True
b. False
Answer: False
Rationale:
Because podcasts are more elaborate to produce and require quality hardware, their use is
lagging behind other digital media. However, they are being used frequently and successfully
by many organizations, media outlets, educators, and businesses.
68. Podcasting has experienced large growth and has spread among various user groups
online.
a. True
b. False
Answer: True
Rationale:
Podcasting has grown rapidly, spreading among a variety of users, including news sources,
TV shows, educational institutions, and businesses.
69. Businesses use podcasting for sending audio and video messages that do not require a live
presence yet offer a friendly human face.
a. True
b. False
Answer: True
Rationale:
Businesses have embraced podcasting for sending audio and video messages that do not
require a live presence yet offer a friendly human face.
70. One advantage of podcasts is that they can replace costlier forms of communication
technologies such as teleconferences.
a. True
b. False
Answer: True
Rationale:
Because podcasts can broadcast repetitive information that does not require interaction, they
can replace costlier live teleconferences.
71. A wiki is a Web-based tool that employs easy-to-use software to allow multiple users
collectively to create, access, and modify documents.
a. True
b. False
Answer: True
Rationale:
A wiki is a Web-based tool that employs easy-to-use software to allow multiple users
collectively to create, access, and modify documents.
72. Wikis promote crowdsourcing and reduce document version confusion.
a. True
b. False
Answer: True
Rationale:
Wikis capitalize on crowdsourcing, which is the practice of tapping into the combined
knowledge of an online community to solve problems and complete assignments, and
eliminate the infamous problem of version confusion.
73. Although wikis have become popular among some users, major companies have yet to
embrace them in the business world.
a. True
b. False
Answer: False
Rationale:
Businesses have learned the value of wikis and are using them to share information between
corporate offices and satellite offices, to collect and disseminate information, to facilitate
feedback from meetings, and to manage projects.
74. Businesses that have used wikis have found that work flow has diminished.
a. True
b. False
Answer: False
Rationale:
Businesses that use wikis experience a number of benefits. According to a survey of
corporate wiki users, wikis can enhance the reputation of expert contributors, make work
flow more easily, and improve an organization's processes.
75. A blog is a website with journal entries that are usually written by one person.
a. True
b. False
Answer: True
Rationale:
A blog is a website with journal entries on any imaginable topic usually written by one
person.
76. Although blogs have proven to be an effective tool for some individuals, businesses are
reluctant to use them because they are limited in the audiences that they reach.
a. True
b. False
Answer: False
Rationale:
The biggest advantage of business blogs is that they potentially reach a far-flung, vast
audience. Businesses use blogs to keep customers, employees, and the public informed and to
interact with them.
77. 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.
a. True
b. False
Answer: True
Rationale:
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.
78. One purpose of blogs is to create engagement.
a. True
b. False
Answer: True
Rationale:
Like other Web 2.0 phenomena, corporate blogs help create virtual communities, build
brands, and develop relationships. In other words, blogs are part of a social media strategy to
create engagement, resulting in customers' goodwill and brand loyalty.
79. Companies use blogs only for public and customer relations.
a. True
b. False
Answer: False
Rationale:
Companies use blogs for many reasons: public relations, customer relations, crisis
communication, market research, viral marketing, internal communication, and recruiting.
80. One of the prominent business uses of blogs is to provide up-to-date company
information to the press and the public.
a. True
b. False
Answer: True
Rationale:
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.
81. Things You Need to Know is an effective title for a blog.
a. True
b. False
Answer: False
Rationale:
This blog title is not effective because it doesn't get the attention of the audience. The title is
what draws online readers to open a blog post. Effective titles include intriguing questions or
promises or even numbers to create audience interest.
82. In the body of a blog, avoid contractions and the use of numbers, bullets, or subheadings.
a. True
b. False
Answer: False
Rationale:
In the body of a blog, provide details through the use of vivid examples, quotations and
testimonials, or statistics. In addition, structure the body with numbers, bullets, and
subheadings; use expressive verbs; and use conversational language and contractions.
83. Social networking sites enable businesses to connect with customers and employees,
share company news, and exchange ideas.
a. True
b. False
Answer: True
Rationale:
Social networking sites enable businesses to connect with customers and employees, share
company news, exchange ideas, and recruit employees.
84. Twitter is very popular for personal use with employees under age thirty-five, but
businesses have not yet found positive business applications for this digital communication
tool.
a. True
b. False
Answer: False
Rationale:
Although Twitter remains very popular for individuals under thirty-five, businesses are trying
to adapt and tap the vast potential of social networking. In fact, about 70 percent of the
Fortune 500 companies are now on Facebook, and 77 percent have corporate Twitter
accounts.
85. Many companies have modeled their internal social networks after Facebook.
a. True
b. False
Answer: True
Rationale:
Many businesses have found that the Facebook model can be adapted to internal networks
because staff members are familiar with Facebook.
86. Social networks can help connect employees who are geographically dispersed.
a. True
b. False
Answer: True
Rationale:
Social networks can help connect employees who are geographically dispersed. Social
networks can also help companies gather customer feedback.
87. All companies have embraced social networking.
a. True
b. False
Answer: False
Rationale:
All companies have not embraced social networking. Some companies take a hands-off
approach and encourage online activity. Others have drafted detailed policies to cover all
forms of self-expression online. In addition, some companies have blocked employee access
to social networking, gaming, and entertainment sites.
88. 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.
a. True
b. False
Answer: True
Rationale:
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.
89. As an employee or potential employee, you should think twice before posting anything
online.
a. True
b. False
Answer: True
Rationale:
Always think twice before posting anything online.
90. As long as you use privacy settings on social networking sites, you do not need to worry
about personal sensitive information being shared.
a. True
b. False
Answer: False
Rationale:
Privacy online is a myth because even privacy settings do not guarantee complete protection
from prying eyes.
91. To reply efficiently to e-mail messages, you should practice ____________________,
which involves inserting your responses to parts of the incoming message.
Answer: down-editing
Rationale:
To reply efficiently to e-mail messages, you should practice down-editing, which involves
inserting your responses to parts of the incoming message. This reply technique reduces
confusion and saves writing and reading time.
92. To, From, Date, and Subject in an e-mail message or a memo are called
____________________ words.
Answer: 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 date automatically. You then need
to type only the subject line information and the receiver's address. When writing a memo,
however, you will need to type the information following each guide word.
93. ____________________ messaging enables you to use the Internet or an internal
corporate communication platform to communicate in real time with others by exchanging
brief text-based messages.
Answer: Instant
Rationale:
Instant messaging enables you to use the Internet or an internal corporate communication
platform to communicate in real time with others by exchanging brief text-based messages.
94. ____________________ messaging is a popular means for exchanging brief messages in
real time using a short message service (SMS) supplied by a cell phone service provider or a
voice over Internet protocol (VoIP) service.
Answer: Text
Rationale:
Text messaging is a popular means for exchanging brief messages in real time using a short
message service (SMS) supplied by a cell phone service provider or a voice over Internet
protocol (VoIP) service.
95. A(n) ____________________ is a digital audio or video file that can be downloaded to a
computer or watched on a smartphone.
Answer: 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.
96. Teams or departments use ____________________ to collect and disseminate
information to large audiences creating a database for knowledge management.
Answer: 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.
97. One advantage of a wiki is that it promotes ____________, which is the practice of
tapping into the combined knowledge of an online community to solve problems and
complete assignments.
Answer: crowdsourcing
Rationale:
One advantage of a wiki is that it promotes crowdsourcing, which is the practice of tapping
into the combined knowledge of an online community to solve problems and complete
assignments.
98. A ____________ is a website with journal entries on any imaginable topic usually written
by one person.
Answer: blog
Rationale:
A blog is a website with journal entries on any imaginable topic usually written by one
person, although most corporate blogs feature multiple contributors.
99. ____________ marketing is a term that depicts the rapid spread of online messages, much
like infectious diseases that pass from person to person.
Answer: Viral
Rationale:
Viral marketing is a term that depicts the rapid spread of online messages, much like
infectious diseases that pass from person to person.
100. Facebook and Twitter are examples of ____________ sites.
Answer: social networking
Rationale:
Facebook and Twitter are examples of social networking sites.
Test Bank for Essentials of Business Communication
Mary Ellen Guffey, Dana Loewy
9781285858913, 9781337386494, 9781111821227, 9781285858890, 9780176473358, 9780176531409
