47) Which of the following is one of the differences between email for personal use and for
business use?
A) Business emails can be viewed on digital devices at any time
B) Business emails use the first sentence of the message as part of the subject line
C) Business emails don’t go to spam
D) Business emails use emoticons
E) Business emails are more formal
48) How do legal authorities and courts view email in terms of evidence in lawsuits and criminal
investigations?
A) Email has the same legal importance as a printed document
B) Email is considered to be personal and private, therefore inadmissible in court
C) Only email written on corporate computers can be considered as evidence
D) Only email written to the general public can be used as evidence
E) Email viewed over personal mobile devices cannot be used in lawsuits or investigations
49) Which of the following is considered to be one of the most important sections of the email?
A) Date
B) Subject line
C) Signature block
D) The list of those being copied
E) Emotional nuances
50) How can you help an email subject line capture the audience‘s attention?
A) Make it long and detailed
B) Highlight keywords or phrases using color or bold
C) Make it informative and compelling
D) Leave it blank
E) Make it tweetable
51) Which of the following is difficult to convey in a lean medium such as email?
A) Informality
B) Number of messages
C) Ability to “tweetify”
D) Emotional nuances
E) Ease of deleting messages
52) In a professional setting, when would the use of an emoticon be most appropriate?
A) When the communication is formal and internal
B) When you don’t want to hurt someone’s feeling
C) When it is neutral enough to send to all professionals
D) When the message is being sent to those outside the organization
E) When communicating with close colleagues
53) Which of the following is an important goal when producing an email message?
A) Simplicity
B) Damage control
C) Email signatures
D) Revisions
E) Less proofreading
54) What is the name of the file that will automatically add standard information such as your
name and contact information to every email message?
A) Emoticon
B) Email signature
C) Virus
D) Universal signature
E) Low-value indicator
55) What does “bcc” in the address line of an email indicate?
A) Everyone can see who is getting the message
B) The “reply all” function has been disabled
C) Other recipients can’t see that a “bcc” recipient is receiving the message
D) The message is urgent
E) The message should be considered a high priority
56) When you’re writing email messages in the workplace, remember that business emails
A) require a higher level of quality than personal emails.
B) should never be shorter than one screen.
C) aren’t constrained by the rules of grammar, punctuation, and syntax.
D) are the best medium for internal messages, regardless of their content.
57) When sending an email message that includes additional files, which of the following should
be verified before you distribute your message?
A) The document is marked as urgent
B) A statement as to the value of the message is included
C) Your virus software is still functional
D) All attachments are included
E) Correct acronyms are used
58) Using the “return receipt requested” feature when you send an email
A) announces that your message is urgent.
B) asks the person who receives your email to fill out a questionnaire.
C) triggers a message back to you when the recipient receives or opens your email.
D) plays a short audio file when the receiver opens your message.
59) Which one of the following is a planning step in creating effective email messages?
A) Following company email guidelines and policies
B) Double-checking your recipient list before sending your message
C) Creating informative subject lines that clarify the purpose of your message
D) Deciding whether to mark your message as “urgent”
60) A(n) ________ includes items such as your name, title, company, and contact information at
the end of your email messages.
A) epigram
B) email signature
C) subject line
D) salutary close
61) Some email users employ ________ to express emotional nuances in casual or informal
email messages.
A) emoticons
B) monograms
C) cyphers
D) cryptograms
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62) Do all of the following EXCEPT ________ when you’re sending an email request for
information or action.
A) clarify what you’re asking for
B) expect the reader to respond with a request for details
C) explain why what you’re requesting is important
D) specify when you’ll need the information
63) Why is it important to make it clear what you are asking for when sending an email
message?
A) Businesspeople get hundreds of emails a day and have to determine which they are most
interested in
B) To prevent the message from getting too long or complex
C) People are likely to ignore the message if they are unclear about what you want
D) Businesspeople may not understand the acronyms you are using
E) To eliminate distractions caused by font, color, and type
64) What should you do if you have a particularly long message to share with one or more
recipients via digital means?
A) Send it as a series of instant messages
B) Include the information in the body of an email message
C) Follow up with a print document
D) Send it as an attachment to an email message or provide it as web content
E) Break it into a series of tweets
65) Writing “teasers” on microblogging sites can be effective, as long as the payoffs to which
they lead are valuable and legitimate.
66) Few users of mobile devices rely on cloud-based services for support.
67) Gamification links the virtual world of online social networking with the physical world of
retail stores and other locations.
68) Respecting the chain of command is an important element of effective email messages.
69) Multi-page websites are easy for mobile users to navigate.
70) Spelling, punctuation, and grammar don’t matter in email; getting your message out quickly
should be your only concern.
71) The first line of an email message can be viewed as an extension of your subject line.
72) Email makes it easy to express emotion in an accurate and appropriate way.
73) What are the characteristics of an effective email subject line?
74) What is location-based social networking? Why is it important to business communication?
75) Explain how inappropriate use of email at work can lead to legal problems.
76) What are emoticons? Why are they controversial in business communication?
77) Why is email losing its appeal as a primary medium for many companies?
78) Discuss the advantages of using email as a primary medium of communication.
79) Discuss ways in which writing email is different for business and personal use.
80) Which of these communication tools is best for conversational exchanges?
A) Email
B) Memos
C) Letters
D) Wikis
E) Messaging
81) Texting, online chat systems, and instant messaging are examples of which category of
communication tools?
A) Messaging
B) Telepathic
C) Web content
D) Information architecture
E) Three-dimensional
82) Why are enterprise messaging systems being used by more businesses?
A) The response times are reduced to allow more thoughtful responses
B) They are better at enabling and capturing communication flows needed for team work
C) They avoid mimicking conversations
D) Anyone can access the system and participate in the conversations
E) There are no centralized control mechanisms on the Internet
83) Which of the following is an advantage of messaging over email?
A) Messaging functions on an open system
B) Anyone can participate in messaging
C) Messaging is better for conversational exchanges
D) There are no centralized control mechanisms for security threats on messaging systems
E) Alerts can be set up to let the receiver know about incoming messages
84) When is messaging the best choice for a sender?
A) When the message will need a thoughtful reply
B) When attempting to avoid overload problems
C) When security and privacy is important
D) When the information should be seen and acted on immediately
E) When nonverbal signals would enhance the message
85) Which of the following is a drawback of messaging?
A) Speed
B) Conversational tone
C) Number of messages
D) Response time
E) Its leanness as a medium
86) How should the planning aspect of the three-step writing process be incorporated into instant
messaging?
A) The overall goal of the exchange or conversation should be planned, rather than each
individual message
B) Because messaging is considered a rich medium, planning is not necessary
C) Acronyms should be incorporated wherever possible in the planning process in order to
shorten the message
D) Planning becomes more critical because messaging is less confidential than other
communication methods
E) Planning should include an outline of every statement that needs to be incorporated
87) Which of the following can be done when using messaging systems in order to minimize the
number of messages required?
A) Create an outline for each message
B) Write coherent and complete responses
C) Respond as quickly as possible
D) Increase the use of acronyms
E) Replace a casual, personal writing style with one that is more formal
88) Which of the following is one difference between instant messaging for personal use and
business use?
A) Instant messaging for business should include acronyms that are common business terms
B) Instant messaging for business is public
C) Instant messaging for business is more formal
D) Instant messaging for business is quick and informal
E) Instant messaging for business uses more slang
89) What’s the best way to view the completion step when using instant messaging?
A) It should be as thorough as with every other medium
B) IM systems are fully automated, so no completion work is needed
C) Simply hit “enter” or “send” as soon as you finish typing each line
D) The completing step isn’t as rigorous as with longer messages, but you should quickly scan
each message before you send it and revise or correct it if needed
E) Messages drafts should be set aside for a while before they are revised
90) How can scheduling a messaging exchange make the exchange more efficient and effective?
A) Lengthy and complex information can be included and discussed without interruption
B) There will be less need to focus on the planning and completing aspects of the three-step
writing process
C) Planning time is reduced because writing style and tone will be less critical
D) The recipient can carry on multiple conversations at the same time and increase their
efficiency level
E) The recipient can treat the message like a scheduled meeting and be available without
interruption
91) How can you minimize the chance of sending instant messages to the wrong people?
A) Carry on one conversation at a time
B) Follow all security guidelines
C) Don’t clutter the channel with personal messages
D) Don’t send lengthy or complex messages
E) Make yourself unavailable during work hours
92) Which of the following is the best choice for lengthy or complex private messages?
A) Instant messaging
B) Email
C) A secure channel
D) Acronyms
E) Mobile blogging
93) You can plan for important business exchanges via IM by viewing them as
A) invitations to discuss personal matters.
B) conversations with specific goals in mind.
C) opportunities to save time by multitasking.
D) routine events that don’t require formalities.
94) In order to use instant messaging (IM) productively in the workplace,
A) maintain your IM presence 24-7.
B) don’t worry about IM etiquette during short exchanges.
C) treat IM as a professional communication medium.
D) use IM to send confidential, complex, and personal messages.