Name:
Class:
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1. Which of the following describes communication in today’s digital age?
a.
Communicators are increasingly switching to mobile devices.
b.
Messages are shorter and more frequent.
c.
Message response time is much speedier.
d.
All of the above statements describe communication in today’s digital age.
d
2. Liliana must be able to access her company’s accounting records and accounting software from remote locations. What
technology will allow her to store and to access data and software application in remote network clusters?
a.
E-mail
b.
Twitter
c.
Cloud computing
d.
Social networking sites
3. Which of the following statements about digital media in the workplace is least accurate?
a.
More and more data are stored on and accessed from remote networks, not individual computers.
b.
Desktop computers are still the most popular choice in most business offices.
c.
Social media networks such as Twitter have transformed communication from one-on-one conversations to
one-to-many transmissions.
d.
Virtual private networks (VPNs) offer secure access to an organization’s information from any location in the
world that provides an Internet connection.
b
4. Which of the following statements about e-mail in the workplace is most accurate?
a.
Most business messages today are being sent using social media platforms
b.
Typical businesspeople spend at least two hours a day writing and replying to e-mail messages.
c.
E-mail will become completely obsolete in the next few years.
d.
E-mail has completely replaced paper memos and letters in the workplace.
b
5. As Nathan begins his business career, he will probably find himself writing more ____ than other types of messages.
a.
letters
b.
memos
c.
e-mail messages
d.
text messages
6. Shondra is starting a new administrative position and knows that she’ll be writing a lot of e-mail messages. What is the
best advice you can give her?
a.
Don’t put anything in an e-mail message that you wouldn’t post on your office door.
b.
Because e-mail is informal, you don’t have to write messages using complete sentences.
c.
Use “Reply All” every time you respond to an e-mail message to ensure that everyone sees your reply.
d.
Once an e-mail message is deleted, it’s gone forever.
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Class:
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7. Daniel is resigning from his position as a management consultant and would like a permanent record of his official
resignation. Which of the following is the best communication channel for him to resign and to inform his supervisor of
his resignation?
a.
Letter
b.
E-mail message
c.
Facebook status update
d.
Text message
ANSWER:
8. Aimee has discovered a production problem that will cause this month’s shipments to be a few days late. Because her
Brazilian customers will need to know about this problem right away, Aimee should
a.
write a letter.
b.
send a memo.
c.
send an e-mail message.
d.
arrange for a face-to-face visit.
9. Which of the following situations is most appropriate for sending an e-mail message?
a.
Caitlin must deliver a negative performance review to one of her employees.
b.
Drew must send salary information to the company’s accountant.
c.
Sabrina wants to know whether her supervisor is available for a meeting next week.
d.
Martin must put one of his employees on probation for a workplace violation.
ANSWER:
10. What is the best advice for organizing e-mail messages?
a.
Place the action information in the first paragraph so that it’s not overlooked.
b.
Consider using side headings to better organize longer e-mail messages.
c.
Omit a salutation or greeting; these are used only in business letters.
d.
All of these choices
11. The most important part of an e-mail message is its ____________________.
a.
conclusion
b.
opening greeting
c.
subject line
d.
body
12. Which of the following subject lines is most effective?
a.
Help!
b.
Free Quote
c.
Attend Our Sales Meeting on January 30
Name:
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d.
Meeting
13. Maya will be using e-mail on the job and wants to learn how to write effective subject lines. What is the best advice
you can give her?
a.
If your e-mail discusses more than one topic, leave the subject line blank.
b.
Use all lowercase letters when typing the subject line.
c.
Use one-word subject lines to make your messages more concise.
d.
Change the subject line if the topic changes after repeated replies.
14. What is the best advice for writing e-mail messages?
a.
Use first names only in opening greetings.
b.
Because your name will appear in your e-mail address, you don’t have to type it at the bottom of your
message.
c.
Always include a complimentary closing such as Sincerely.
d.
Make your e-mail messages easier to read and to comprehend by using bulleted and numbered lists and
headings.
15. What is the most effective strategy for controlling your e-mail inbox?
a.
Read and respond to every e-mail message within two minutes.
b.
Open your e-mail inbox just one day a week.
c.
Check your e-mail at set times.
d.
Get rid of e-mail altogether and communicate with text messages only.
16. A colleague has suggested that you down-edit your e-mail message when replying to be more efficient. What should
you do?
a.
Insert your responses to parts of the incoming message, and include only those parts of the incoming message
to which you are responding.
b.
Place your reply at the bottom, after the original message.
c.
Delete the original message altogether before adding your reply.
d.
Write your reply using all lowercase letters.
17. Daniel has to compose an important e-mail message to a client. What advice should Daniel follow?
a.
Send only content he would want published.
b.
Write a subject line that will grab his reader’s attention, even if it’s not related to the message.
c.
Use emoticons, such as happy faces, to express feelings in his e-mail message.
d.
Pay one of his colleagues to write the message for him.
18. Rowena must read and reply to several e-mail messages. What is the best tip she can follow to make sure that she
handles her e-mail professionally?
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Class:
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a.
If she can’t reply to a message within 24 hours, just delete the message.
b.
Change the subject line if the subject changes.
c.
Read and reply to each e-mail message in her inbox before moving on to the next message.
d.
Print every e-mail message she receives to make sure she has proper documentation.
19. Monique wants to be an effective e-mail communicator. What should she do?
a.
Place her contact information at the bottom of her message, including social media addresses.
b.
Resist humor and sarcasm because it may be misunderstood.
c.
Double-check before hitting the Send button.
d.
Monica should do all of these.
20. Which of the following is an e-mail etiquette rule?
a.
Obtain approval before forwarding any e-mail message
b.
Soften the tone by including a friendly greeting and closing.
c.
Avoid writing in ALL CAPS.
d.
All of these are e-mail etiquette rules.
21. Memos are necessary for important internal messages
a.
that are too long for e-mail.
b.
that demand formality.
c.
that inform employees who don’t may not have access to e-mail.
d.
that meet all of these criteria.
22. Which of the following is a similarity in e-mail messages and memos?
a.
Both usually carry sensitive information.
b.
Both are used only for internal messages.
c.
Both generally close with action information, a summary of the message, or a closing thought.
d.
All of these are similarities in e-mail messages and memos.
23. Which of the following is not a standard guide word used in e-mail messages and memos?
a.
TO:
b.
FROM:
c.
RESPONSE:
d.
DATE:
24. Which of the following is the most effective closing for an e-mail message?
a.
Please do not hesitate to call if you have any questions.
b.
Please let me know at your earliest convenience.
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Class:
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c.
Please send your time sheet to me by August 31 so that we can process your paycheck.
d.
Please let me know if I can be of further assistance.
25. What is the most accurate statement about instant messaging (IM) and text messaging?
a.
Because instant messaging and text messaging are used by so many teenagers, using these tools on the job will
make you look immature and unprofessional.
b.
Text messaging requires a short message service (SMS) supplied by a cell phone service provider or a voice
over Internet protocol (VoIP) service.
c.
Instant messaging and text messaging must be done from a desktop computer.
d.
Text messaging enables you to use the Internet to communicate in real time in a private chat room with one or
more individuals.
b
26. Chatham Industries would like to provide live tech support to its customers. What is the best communication channel
for doing this?
a.
E-mail
b.
Blog
c.
Podcast
d.
Instant messaging
d
27. Which of the following services will allow you to send instant messages?
a.
AOL Instant Messenger (AIM)
b.
Yahoo Messenger
c.
Google Talk
d.
All of these choices
d
28. What is a benefit of instant messaging?
a.
Instant messaging allows real-time communication with colleagues anywhere in the world.
b.
Instant messaging is a convenient alternative to the telephone.
c.
Instant messaging allows people to share information immediately and make decisions quickly.
d.
All of these choices are benefits of instant messaging.
d
29. What is a benefit of text messaging?
a.
Text messaging delivers messages between private mobile phone users quietly and discreetly.
b.
Text messaging is a convenient alternative to the telephone.
c.
Text messaging allows organizations to provide immediate alerts.
d.
All of these choices are benefits of text messaging.
d
30. What is a disadvantage of text messaging?
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a.
Using text messaging on the job lowers productivity.
b.
Employees using free consumer-grade instant messaging systems might reveal privileged information and
company records.
c.
Texting is a relatively high-cost substitute for voice calls.
d.
Text messaging is an indiscreet way of communicating.
b
31. What is the most accurate statement about liability and legal issues related to text messaging?
a.
Because text messaging is so informal, messages sent or received cannot create legal liability for a company.
b.
Companies cannot be held responsible if an employee gets into an accident while texting and driving on the
job.
c.
Some organizations have instituted detailed digital-age e-policies, offer formal employee training, and use
technology tools such as monitoring, filtering, and blocking.
d.
Spam is a concern only with e-mail, not with instant messaging.
32. Lindsay, a sales rep, has just learned that she will be allowed to text with her colleagues and clients during work
hours. What is the best advice you can give her to ensure that she is using this tool professionally?
a.
Because texting is completely secure, use text messaging to send confidential or sensitive information instead
of sending this information via e-mail.
b.
Don’t worry about using proper grammar or spelling; the whole point of sending text messages is to be fast.
c.
Don’t text while driving a car on her sales calls.
d.
Lindsay should do all of these.
33. Justin would like to use text messaging on the job to communicate one-on-one with his customers. What should Justin
do first?
a.
Contact his customers to let them know he will begin using text messaging to communicate with them.
b.
Ask his supervisor for permission to use text messaging.
c.
Download software that will allow him to send and receive text messages on his smartphone.
d.
Attach a professional photo to his text message account so that his customers will be able to see what he looks
like.
b
34. What is the most accurate statement about instant messaging and texting on the job?
a.
Maintain one contact list for both professional and personal contacts to simplify things.
b.
To use instant messaging and texting most efficiently on the job, make yourself available at all times during
working hours.
c.
Use ample jargon, slang, and abbreviations to make your instant messages and text messages as short as
possible.
d.
Because instant messages and text messages can be saved, don’t say anything that could damage your
reputation or that of your organization.
d
35. Lorie will be communicating with her new colleagues using text messages and wants to make sure that she is
Name:
Class:
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following proper etiquette. What is the best advice you can give her?
a.
Text while having a face-to-face conversation with a colleague to show how well you are able to multitask.
b.
Identify yourself by name when texting a new colleague who doesn’t have your number.
c.
Be concerned if you don’t get an immediate reply after texting a colleague.
d.
Although it would be rude for you to make a call in a restaurant or during a meeting, it’s acceptable to text.
36. Which of the following statements is most accurate?
a.
Twitter, podcasts, and wikis are part of the new user-centered virtual environment called Web 2.0.
b.
Consumers today remain passive and must rely on what is posted online for them.
c.
The Internet has gatekeepers who filter all online content, as is done with traditional print and visual media.
d.
Because everything posted online is fact checked, no dangers exist for companies.
37. What is the most accurate statement about podcasts?
a.
Podcasts are the most popular and widely used segment of Web 2.0.
b.
Audio and video files can be played only on Apple’s iPod.
c.
Webcasting for audio and vcasting for video content are more accurate terms to use in place of podcast and
podcasting.
d.
All podcasts are prerecorded and then streamed over the Web.
38. How do organizations use podcasts?
a.
Major news organizations and media outlets podcast radio and TV shows.
b.
Colleges and universities use podcasts to allow students to access instructors’ lectures, interviews, sporting
events, and other content.
c.
Businesses use podcasts to send audio and video messages to customers and to provide training to employees.
d.
Organizations use podcasts for all of these purposes.
39. How do organizations share podcasts with employees, customers, and other users?
a.
They feature podcasts on media websites and company portals.
b.
They share podcasts on blogs and social networking sites.
c.
They allow podcasts to be streamed or downloaded as media files.
d.
Organizations share podcasts with their audiences in all of these ways.
40. Karen, a real estate agent, wants to create simple podcasts that will allow her clients to take virtual tours of available
properties. What should she focus on first?
a.
Providing quality content with an authentic voice
b.
Making money
c.
Impressing her supervisor
d.
Deciding what to wear
Name:
Class:
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41. What is a major advantage of wikis?
a.
They are completely private.
b.
They capitalize on crowdsourcing.
c.
They eliminate the problem of version confusion.
d.
Both b. and c.
d
42. How do organizations use wikis?
a.
To share information between headquarters and satellite office
b.
To collect and disseminate information to large audiences, creating a database for knowledge management
c.
To facilitate feedback from employees before and after meetings and to serve as repositories for meeting
minutes
d.
Organizations use wikis for all these purposes.
d
43. Michelle has just been appointed to a virtual team that will use a wiki to keep in touch, and she wants to be a valuable
team participant and contributor to the wiki. What is the best advice you can give her?
a.
Post controversial and provocative comments to make the wiki interesting.
b.
Verify all facts before posting them to the wiki.
c.
Expect to get recognition for everything you post to the wiki.
d.
Because the wiki is being used only by your team members, don’t worry about using correct grammar or
spelling.
b
44. What is the biggest advantage of business blogs?
a.
They potentially reach a far-flung, vast audience.
b.
They are exempt from possible legal litigation.
c.
They are easy to maintain.
d.
All are advantages of business blogs.
45. Which of the following statements about blogs is most accurate?
a.
Blogs are always written by just one person.
b.
Marketing firms are looking closely at blogs because blogs can invite spontaneous consumer feedback faster
and more cheaply than traditional consumer research tools.
c.
Although wikis allow visitors to leave public comments, blogs do not.
d.
Almost all blogs on the Web are active, meaning that posts were published within three months.
b
46. How do organizations use blogs?
a.
To create virtual communities
b.
To build brands
c.
To develop relationships
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d.
Organizations use blogs for all these purposes.
47. Which of the following is not a common business use of blogs?
a.
To allow remote team members to share information and to access and edit their documents online
b.
To provide up–to-date company information to the press and the public
c.
To invite opinions and feedback from customers and industry experts
d.
To recruit potential employees
48. What is the most accurate statement about the use of blogs to provide up-to-date information to the press and the
public?
a.
Blogs that provide information to the press and the public should be written only by top managers.
b.
Many companies now use blogs for crowdsourcing promotions to connect with their customers and to generate
buzz that they hope will go viral on the Internet.
c.
Blogs can replace other communication channels in a PR crisis or an emergency.
d.
Blogs are usually used internally and are seldom used to provide company information to the press and the
public.
49. Alonzo has just been assigned to create a blog to use for market research and viral marketing. What advice would you
give him?
a.
Scrutinize the blogosphere for buzz and for positive or negative postings about his organization and its
products.
b.
Use a variety of hard-sell tactics to get the word out about his company’s products.
c.
Realize that blogs are useful for getting feedback only from customers, not industry experts.
d.
Alonzo should follow all these suggestions.
50. Annette wants to start a blog for her small business. What should she do first?
a.
Start writing blog entries about topics that showcase her expertise and insights.
b.
Post lots of photos to give her blog visual interest.
c.
Identify her audience.
d.
Choose the right keywords so that search engines will find her blog.
51. Jeff is starting a new business blog and wants to be able to compete with established blog sites. He has asked for your
advice. What should you tell him?
a.
Choose one topic and stick with it to give your blog stability.
b.
It is better to post long messages infrequently than to post short messages frequently.
c.
Never provide links to other blogs because your visitors might like those blogs more than yours.
d.
Use a commercial hosting site such as Blogger, Tumblr, or WordPress.
d
52. Kelly has been told that her blog posts can benefit from using the journalistic pattern. What does this mean?
Name:
Class:
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a.
Begin with specifics and background information that lead up to the big news.
b.
Make sure that every blog posting contains information pulled from the front pages of major newspapers.
c.
Emphasize the big news up front, supported with specifics and background information.
d.
Make every blog posting controversial in some way to generate discussion.
53. Which of the following will most likely prompt a reader to open your blog post?
a.
An interesting opening paragraph
b.
A catchy title or headline
c.
A call to action
d.
Exciting, colorful visuals
b
54. Which of the following statements about social networking sites is most accurate?
a.
Social networking sites such as Facebook and Twitter are used solely for entertainment and leisure.
b.
Companies use social networks to connect with external audiences, but not for internal audiences.
c.
Fewer than 50 percent of the Fortune 500 companies are on Facebook, although this figure is expected to
grow.
d.
Users over fifty-five are driving the growth of social networking via the mobile Internet.
d
55. How do organizations use social media?
a.
To create internal networking sites accessible only by employees
b.
To crowdsource customers for new product ideas and other suggestions
c.
To match dispersed employees and their skills
d.
Organizations use social media for all these purposes.
56. Which of the following is a potential risk for businesses that use social media?
a.
Productivity loss
b.
Facing embarrassment if employees make inappropriate or damaging posts
c.
Attracting the wrath of a huge Internet audience
d.
All of these are potential risks for businesses that use social media.
57. Ashley has just been hired for her first full-time position and has been told that she can use social media on the job.
What should she do to appear professional and to ensure that she keeps her job?
a.
Immediately send a friend request to her boss to show that she’s a team player.
b.
Accept friend requests from only her colleagues whom she likes and with whom she gets along.
c.
Share only information, images, and media online that she would be comfortable sharing opening in the office.
d.
Ashley should do all of these.
58. What tool allows businesspeople to monitor many news sources in one convenient spot?
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a.
Google
b.
RSS (really simple syndication)
c.
LinkedIn
d.
No tool currently exists for this purpose.
b
59. Which of the following actions on electronic media could get you in trouble or even fired?
a.
Storing embarrassing or potentially illegal personal information on your office computer
b.
Tweeting about how much you dislike your job
c.
Forwarding sexually explicit jokes to your coworkers
d.
All these actions on electronic media could get you in trouble or even fired.
d
60. Virginia has just been hired by a marketing firm that uses social and other electronic media. What advice should
Virginia follow to protect herself?
a.
Not worry about anything because what she does personally online cannot affect her professionally.
b.
Learn her company’s rules about the use of electronic media.
c.
Avoid using social media altogether.
d.
Send a Facebook friend invite to her boss.
b
61. Messages in today’s digital age are shorter and more frequent than in the past.
a.
True
b.
False
True
62. Desktop computers remain hugely popular in today’s workplace.
a.
True
b.
False
False
63. In most businesses today, e-mail has been overtaken by texting and social media.
a.
True
b.
False
False
64. Once you delete an e-mail message, it’s gone forever and cannot be retrieved.
a.
True
b.
False
False
65. E-mail is appropriate for short, informal messages that request information and respond to inquiries.
a.
True
b.
False
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True
66. E-mail is an effective communication channel for critical work situations such as human resources annual reviews,
discipline, and promotions.
a.
True
b.
False
False
67. Including a subject line in an e-mail message is optional because these messages are usually short.
a.
True
b.
False
68. Important is an example of an effective, attention-getting subject line.
a.
True
b.
False
False
69. Because the recipient’s name appears in the header of an e-mail message, you don’t have to include a greeting at the
beginning of your message.
a.
True
b.
False
False
70. Type your name at the bottom of an e-mail message only when you are writing to someone you don’t know.
a.
True
b.
False
False
71. Paper-based interoffice memos are no longer used in today’s workplace.
a.
True
b.
False
False
72. Readers tend to look for deadlines and action information in the body of an e-mail message or memo.
a.
True
b.
False
False
73. Please let me know if I may be of further assistance is an example of an effective, professional closing for an e-mail
message or memo.
a.
True
b.
False
False
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74. Instant messaging is more interactive and immediate than e-mail.
a.
True
b.
False
True
75. Instant messaging (IM) and texting should not be used in the workplace.
a.
True
b.
False
False
76. Instant messages can be exchanged only on computers.
a.
True
b.
False
False
77. The major attraction of instant messaging (IM) in the workplace is that it allows real-time communication with
colleagues anywhere in the world.
a.
True
b.
False
True
78. Instant messages and text messages can become evidence in court cases and lawsuits.
a.
True
b.
False
True
79. Podcasts can be played only on iPods.
a.
True
b.
False
False
80. Podcasting is one of the most popular Web 2.0 tools.
a.
True
b.
False
False
81. In the workplace, Wikis are used exclusively by information technology departments.
a.
True
b.
False
False
82. The biggest advantage of business blogs is that they potentially reach a far-flung, vast audience.
a.
True
b.
False
True
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Date:
83. A professional blog should provide fresh content regularly.
a.
True
b.
False
True
84. When writing blog entries, use passive verbs, use formal language, and avoid contractions.
a.
True
b.
False
False
85. Because blogs are informal, bloggers do not have to worry about being grammatically correct.
a.
True
b.
False
False
86. Businesses use social networking sites such as Facebook and Twitter to connect with customers and employees, share
company news, and exchange ideas.
a.
True
b.
False
True
87. Americans spend the most time online playing online games, followed by visiting social network sites and blogs.
a.
True
b.
False
False
88. Experts predict that social media will become as important for the economy as mobile phones and cloud computing.
a.
True
b.
False
True
89. RSS feed readers can be accessed only on desktop and laptop computers.
a.
True
b.
False
False
90. Even privacy settings on social networking sites do not guarantee complete protection.
a.
True
b.
False
True
91. ________ 2.0 is a dynamic, interactive, and highly networked environment where users are empowered, active
participants who create content, review products, and edit and share information.
Web
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92. The storing and accessing of data and software applications in remote network clusters called _________ computing.
93. Virtual _______ networks offer secure access to an organization’s information from any location in the world that
provides an Internet connection,
94. In most businesses today, ____________________ is the communication channel of choice.
95. Bcc, which stands for “____________________ carbon copy,” sends a copy of an e-mail message to a third party
without the addressee’s knowledge.
96. The most important part of an e-mail message is the ____________________ line, which summarizes the message’s
central idea, thus providing quick identification for reading and for filing.
97. When you respond to an e-mail message, a good skill to develop is ___________-editing, which involves inserting
your responses to parts of the incoming message, including only the parts of the incoming message to which you are
responding.
98. Action information such as dates and deadlines should be placed in the ____________________ of an e-mail message
or memo.
99. ___________ messaging enables two or more individuals to use the Internet or an intranet to “chat” in real time by
exchanging brief text-based messages.
100. Usually delivered by or to a smartphone, ________ messaging requires a short message service (SMS) supplied by a
cell phone service provider or a voice over Internet protocol (VoIP) service.
101. A(n) ____________________ is a digital media file that is distributed over the Internet and downloaded on portable
media players and personal computers.
102. More accurate terms for podcasting are ____________________ for audio content and vcasting for video content.
103. A(n) ____________________ is a Web-based tool that employs easy-to-use collaborative software to allow multiple
users collectively to create, access, and modify documents..
104. ________________ is the practice of tapping into the combined knowledge of a large community to solve problems
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and complete assignments.
105. A(n) ____________________ is a website with journal entries usually written by one person with comments added
by others.
106. The term _____________ marketing refers to the rapid spread of messages online, much like infectious diseases that
pass from person to person.
107. Blog posts can benefit from the _____________ pattern by emphasizing the big news up front, supported with
specifics and background information.
108. __________ networking sites such as Facebook and Twitter enable businesses to connect with customers and
employees, share company news, and exchange ideas.
109. Business interest in social networking sites is not surprising if one considers that 83 percent of __________, also
called Generation Y, regularly socialize and chat online.
110. Really simple ____________________, a fast and easy way to search and to manage information, is a data file
format capable of transmitting changing Web content.
111. You are responsible for training a group of new employees in proper e-mail use in the workplace. Describe ten
important e-mail best practices you should cover in the training session.
Name:
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112. Businesspeople are increasingly using instant messaging and text messaging to communicate with colleagues and
clients. Explain three pros and three cons of instant and text messaging.
113. Companies frequently use podcasts and wikis for a variety of purposes. Choose one of these tools and describe three
ways a company could use it for professional purposes.
114. Companies frequently use blogs for a variety of purposes. Describe three ways a company could use blogs for
professional purposes.
115. You have just accepted a position that will require you to use various electronic media regularly to communicate
with your colleagues. You know that your employer will monitor your Web use. Describe five practices to avoid so that
you don’t risk losing your job.