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Indicate whether the statement is true or false.
1. Before using IM or text messaging on the job, be sure you have permission.
a.
True
b.
False
2. Blogs can be useful to a company for crisis communication.
a.
True
b.
False
3. All companies in today’s workplace allow employees to text or instant message on the job.
a.
True
b.
False
4. 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
5. Effective blog entries use informal language and active verbs.
a.
True
b.
False
6. Most e-mails should be organized using the indirect organizational strategy.
a.
True
b.
False
7. 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
8. Like e-mail messages, memos can be used to communicate within an organization and with external customers,
companies, and organizations.
a.
True
b.
False
9. E-mail is appropriate for short, informal messages that request information and respond to inquiries.
a.
True
b.
False
10. Many companies have modeled their internal social networks after Facebook.
a.
True
b.
False
11. Some advantages of texting and instant messaging include immediacy and cost.
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a.
True
b.
False
12. Wikis promote crowdsourcing and reduce document version confusion.
a.
True
b.
False
13. Text and instant messaging are replacing e-mail for short internal communication.
a.
True
b.
False
14. Three Ways to Improve Your Resume is an effective title for a blog post.
a.
True
b.
False
15. 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
16. Memos should be organized directly by conveying the main idea first.
a.
True
b.
False
17. Podcasting has experienced large growth and has spread among various user groups online.
a.
True
b.
False
18. Although wikis have become popular among some users, major companies have yet to embrace them in the business
world.
a.
True
b.
False
19. 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
20. 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
21. The top digital media device being used to disseminate information today is podcasts.
a.
True
b.
False
22. An effective blogging strategy is to post compelling comments on other bloggers’ posts.
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a.
True
b.
False
23. Social networks can help connect employees who are geographically dispersed.
a.
True
b.
False
24. Greetings such as Hi Katy are unnecessary in e-mail messages because it is already clear that the receiver is the
intended recipient.
a.
True
b.
False
25. Twitter is the most popular social media network in America, used by nearly 80 percent of adults.
a.
True
b.
False
26. 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
27. One advantage of podcasts is that they can replace costlier forms of communication technologies such as
teleconferences.
a.
True
b.
False
28. Companies use blogs only for public and customer relations.
a.
True
b.
False
29. 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
30. Memos are used to convey procedures, official instructions, and reports.
a.
True
b.
False
31. Social media is more widely used for marketing than for daily job tasks.
a.
True
b.
False
32. Businesses that have used wikis have found that work flow has diminished.
a.
True
b.
False
33. Although blogs have proven to be an effective tool for some individuals, businesses are reluctant to use them because
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they are limited in the audiences that they reach.
a.
True
b.
False
34. Social media messages have replaced e-mail messages within organizations and to external audiences.
a.
True
b.
False
35. 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
36. Social networking sites enable businesses to connect with customers and employees, share company news, and
exchange ideas.
a.
True
b.
False
37. Although teenagers use instant messaging (IM) frequently, corporations do not use this communication tool.
a.
True
b.
False
38. Deadlines and action information should be included in the body of an e-mail message or memo.
a.
True
b.
False
39. Blogs can produce unbiased consumer feedback more quickly and cheaply than familiar techniques like focus groups
and surveys.
a.
True
b.
False
40. Privacy settings on social networking sites prevent others from accessing your personal information.
a.
True
b.
False
Indicate the answer choice that best completes the statement or answers the question.
41. Because Maya knows that the most important part of an e-mail message is the subject line, she should
a.
avoid using verbs.
b.
use ALL CAPS to grab the reader’s attention.
c.
adjust the subject line if the topic changes after repeated replies.
d.
limit her phrasing to three words for conciseness.
42. Which of the following is an important etiquette consideration for sending text messages?
a.
Don’t text at a time that calling would be inappropriate or rude.
b.
Don’t use text messages to notify others of sad news or sensitive matters.
c.
Don’t text during face-to-face conversations
d.
All of these are important etiquette considerations for text messaging.
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43. 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.
44. 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.
45. As a project manager, Mallory needs to make sure that her geographically dispersed team members can interact and
have the same information, templates, and documentation. Which of the following tools should she consider using?
a.
Wiki
b.
Podcast
c.
Blog
d.
Video conference
46. 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.
47. 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.
48. TED Talks are a popular example of podcasts. TED refers to
a.
Teaching Educators to Make a Difference.
b.
Teamwork, Education, and Drive.
c.
Technology, Education, and Design.
d.
the first name of the organization’s founder.
49. 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.
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50. 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.
51. 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.
52. 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.
53. Text messaging requires a SMS, which stands for
a.
simple message synchronization.
b.
short message service.
c.
systems messaging synchronization.
d.
single mobility system.
54. 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.
55. 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.
56. Sam wants to ensure that the tone of his informational e-mail matches his intent. He should
a.
delete the e-mail and phone the recipient instead
b.
read the message aloud to himself
c.
wait 72 hours before sending the message
d.
include several exclamation points to express enthusiasm
57. What advice should you follow when using down-editing to reply to an e-mail message?
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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.
58. Which of the following is not a social networking site?
a.
LinkedIn
b.
Facebook
c.
Twitter
d.
Firefox
59. 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.
60. Which of the following is an effective strategy for controlling your e-mail inbox?
a.
Read and respond to each message within 10 minutes.
b.
Check your e-mail only in the mornings.
c.
Check your e-mail at set times during the day.
d.
Ask your co-workers not to e-mail you unless it’s urgent.
61. Blogs are most similar to
a.
tweets.
b.
text messages.
c.
journal entries.
d.
instant messages.
62. 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.
63. 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
64. 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.
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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.
65. 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.
66. 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.
67. All of the following are reasons memos are used to send internal messages except
a.
formality.
b.
permanency.
c.
speed.
d.
length.
68. Which of the following is not a guide word used in e-mail messages and memos?
a.
TO:
b.
FROM:
c.
RESPONSE:
d.
DATE:
69. 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.
70. 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.
71. 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.
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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.
72. Which of the following is not an effective subject line?
a.
New Parking Permits Available from HR
b.
Staff Meeting Rescheduled for August 12
c.
Please Respond to Job Satisfaction Survey
d.
Important! Please Read Now
73. 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.
74. 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.
75. 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.
76. Although the term podcasting has caught on, a more accurate term when it applies to video content is
a.
broadcasting
b.
vcasting
c.
webcasting
d.
viewcasting
77. 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.
78. All of the following are reasons businesses use social networking except
a.
to avoid legal challenges and issues.
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b.
to exchange ideas.
c.
to share company news.
d.
to connect with customers and employees.
79. 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.”
80. When preparing to send an e-mail with an attachment, you should
a.
notify the recipient via phone that they will be receiving an attachment.
b.
leave the body of the e-mail blank.
c.
specify the date, sender’s name, receiver’s name, and subject line on the attachment.
d.
include the word ATTACHMENT (in all caps) in the subject line.
81. 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.
82. 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.
83. Marketers often use blogging as a platform to get their messages to spread rapidly online, also known as
a.
blowing up
b.
going viral
c.
optimization
d.
trend advertising
84. 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.
85. The use of ALL-CAPS for phrasing in an e-mail message is often read as
a.
positive emphasis.
b.
deadline oriented.
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c.
shouting.
d.
humor or sarcasm.
86. 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.
87. 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.
88. 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.
89. Instant messaging and text messaging are advantageous for all of the following reasons except
a.
guaranteed privacy.
b.
low cost.
c.
immediacy.
d.
speed.
90. 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.
Enter the appropriate word(s) to complete the statement.
91. A(n) ____________________ is a digital audio or video file that can be downloaded to a computer or watched on a
smartphone.
92. 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.
93. A ____________ is a website with journal entries on any imaginable topic usually written by one person.
94. ____________ marketing is a term that depicts the rapid spread of online messages, much like infectious diseases that
pass from person to person.
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95. To reply efficiently to e-mail messages, you should practice ____________________, which involves inserting your
responses to parts of the incoming message.
96. Teams or departments use ____________________ to collect and disseminate information to large audiences creating
a database for knowledge management.
97. Guide words in an e-mail message or memo include To, From, Date, and ___________________.
98. Similar to the internet, an internal corporate communication platform is called a(n) _________________.
99. ____________________ 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.
100. LinkedIn is an example of a social online community geared toward a ___________________ audience.
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