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Indicate whether the statement is true or false.
1. Privacy settings on social networking sites do not guarantee complete protection.
a. True
b. False
2. In most businesses today, e-mail has been overtaken by texting and social media.
a. True
b. False
3. E-mail is appropriate for short, informal messages that request information and respond to inquiries.
a. True
b. False
4. Down-editing is not recommended when responding to longer e-mails because it adds to reading time.
a. True
b. False
5. For optimal success, businesses should limit their use of social media to one channel to ensure consistent messaging.
a. True
b. False
6. Important is an example of an effective subject line because it is likely to catch the reader’s attention.
a. True
b. False
7. An Apple device is required to play podcasts.
a. True
b. False
8. Blogs can be especially useful for crisis communication.
a. True
b. False
9. Many people consider instant messaging and texting as productivity boosters because they enable users to get answers
quickly and allow multitasking.
a. True
b. False
10. E-mail is an effective communication channel for critical work situations such as human resources annual reviews,
discipline, and promotions.
a. True
b. False
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11. Your name at the bottom of an e-mail message is an important part of the closing.
a. True
b. False
12. The digital era has given companies more control over their own marketing.
a. True
b. False
13. The anonymity of the Internet is one likely cause of cyberthreats such as incivility and trolling.
a. True
b. False
14. To promote public and customer relations, blogs can be written by rank-and-file employees or by top managers.
a. True
b. False
15. Readers tend to look for deadlines and action information in the closing of an e-mail message or memo.
a. True
b. False
16. Messages in today’s digital age are shorter and more frequent than in the past.
a. True
b. False
17. Including a subject line for an e-mail is necessary only for longer messages.
a. True
b. False
18. Greetings such as Hi, Joe are unnecessary in e-mail messages because it is already clear that the receiver is the
intended recipient.
a. True
b. False
19. The enterprise messaging tool Slack is ideal for quick answers and efficient back-and-forth exchanges.
a. True
b. False
20. 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
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21. Podcasting is praised by business experts primarily for its financial benefits.
a. True
b. False
22. Many businesses prefer Slack as a messaging tool because it prevents employees from chatting with each other about
non-work topics.
a. True
b. False
23. Bloggers should avoid contractions and use formal language to build credibility with readers.
a. True
b. False
24. The cloud refers to the remote networks in which data and software applications are stored and accessed.
a. True
b. False
25. Instant messaging is more interactive and immediate than e-mail.
a. True
b. False
26. 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
27. 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
28. Blogs can capitalize on crowdsourcing, which is the practice of tapping into the combined knowledge of a large
community to solve problems and solicit ideas for products and services.
a. True
b. False
29. Blogs should provide fresh content regularly.
a. True
b. False
30. Americans’ trust in news delivered on social media sites continues to increase significantly as these sites grow in
popularity.
a. True
b. False
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Indicate the answer choice that best completes the statement or answers the question.
31. 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
32. What is the most effective strategy for controlling your e-mail inbox?
a. Read and respond to every e-mail message within ten minutes.
b. Check your e-mail only in the mornings.
c. Check your e-mail at set times.
d. Inform co-workers that you will be communicating only via text message.
33. Which of the following subject lines is most effective?
a. Help!
b. Free Quote
c. Attend Our Sales Meeting on January 30
d. Meeting
34. 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
35. Daniel has decided to resign from his position as a management consultant. To maintain goodwill with his supervisor,
he would like to discuss his decision personally before announcing it formally. Which of the following is the best
communication channel for him to use?
a. Face-to-face meeting
b. E-mail message
c. Voice mail message
d. Text message
36. Connor has just been hired by a marketing firm that uses social and other electronic media. What advice should
Connor follow to protect himself?
a. Ask his colleagues regularly what they think about his tweets.
b. Learn his company’s rules about the use of electronic media.
c. Avoid using social media for work-related purposes.
d. Send a Facebook friend invite to his boss.
37. 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
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c. Cloud computing
d. Social networking sites
38. Commercial banks, specialty retailers, semiconductors and electronics makers, gas and electric utilities, and _______
are the top five business sectors most likely to embrace blogs.
a. professional sports
b. pharmaceuticals
c. home builders
d. travel and tourism
39. 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.
40. Which of the following statements about blogs is most accurate?
a. Blogs are written by just one person.
b. Blogs can invite spontaneous consumer feedback faster and more cheaply than traditional consumer research
tools.
c. Blogs do not allow visitors to leave public comments.
d. Brand ambassadors blog about products without being compensated.
41. You receive a suspicious text message from an unknown sender asking you to click on a link to access your current
credit score. This is likely an example of ________.
a. marketing
b. phishing
c. liability
d. malware
42. 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.
43. Today, ________ of hiring managers use social media as part of their screening processes.
a. about 25 percent
b. about 50 percent
c. about 70 percent
d. over 90 percent
44. Which of the following statements about podcasts is most accurate?
a. Podcasts are decreasing in popularity as more people are turning to mainstream news sources.
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b. Audio and video files must be played on Apple devices.
c. Podcasts are featured on media websites and company portals or shared on blogs and social networking sites.
d. All podcasts are prerecorded and then streamed over the Web.
45. 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 headings if the message is more than a few paragraphs.
c. Omit a salutation or greeting; these are used only in business letters.
d. Specify the reason for the message near the end to keep the receiver reading.
46. 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.
47. Kelly has been told that her blog posts can benefit from using the journalistic pattern. What does this mean?
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.
48. Which of the following statements about electronic media is most accurate?
a. File-sharing services are helpful and should be accessed frequently.
b. Tweeting about how much you dislike your job could get you fired.
c. Privacy settings on Facebook and other social networks ensure that your information can be accessed only by
those you choose.
d. Your office computer is a safer place than the cloud to store personal photos.
49. Which online sharing platform features “Real People. Real Videos”?
a. Tumblr
b. TikTok
c. YouTube
d. Web 2.0
50. 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.
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.
51. Which of the following statements is most accurate about the enterprise messaging tool Slack?
a. It is well suited for lengthy discussions and sharing of large volumes of information.
b. Because it does not integrate with other productivity tools, it is considered a stand-alone tool.
c. It facilitates conversations across dispersed teams and time zones.
d. Slack is considered a more formal tool than e-mail.
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52. Potential risks for businesses that use social media include productivity loss, embarrassment if employees make
damaging posts, and ________.
a. weakened recruiting efforts
b. higher technical support costs
c. attracting the wrath of a huge Internet audience
d. losing older employees
53. The most important part of an e-mail message is its ________.
a. conclusion
b. opening greeting
c. subject line
d. body
54. Shondra has been asked by her supervisor to write a guide for effective e-mailing for new employees. Which of the
following is she likely to include?
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.
55. Which of the following statements about e-mail is most accurate?
a. Most businesspeople now first open their e-mail on mobile devices.
b. Typos in workplace e-mails are acceptable because of the speed at which they’re sent.
c. E-mails are not an effective tool for attaching longer messages.
d. As a marketing tool, e-mail has been replaced by social media.
56. Your supervisor 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.
57. Which of the following statements about social networking sites is most accurate?
a. Facebook is still among the most popular social media platforms.
b. Companies use social networks to connect with external audiences, but not for internal audiences.
c. Only half of Fortune 500 companies have a YouTube presence.
d. The most avid social media users are aged 65 and over.
58. Which of the following statements is most accurate about creating effective podcasts?
a. One host (vs. two) is most effective in attracting an audience and facilitating engaging discussion.
b. Podcast hosts should consider general audiences as opposed to defined fan bases.
c. Podcasts should provide a space for listeners to engage with each other, such as through e-mail and tweets.
d. Podcasters should avoid establishing a regular schedule so that the episodes will seem fresher.
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59. 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. Increasing sales and maximizing her commissions
c. Choosing the most expensive properties
d. Making sure all of her clients have smartphones
60. 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
61. Memos are necessary for important messages that ________.
a. don’t require careful organization
b. are being sent outside of the organization
c. share sensitive information
d. require more formality than e-mail
62. 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
63. Which podcast genre is currently the most popular in the U.S.?
a. True crime
b. News
c. Sports
d. Comedy
64. As a new marketing employee, Alonzo has just been assigned to create a blog 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. Avoid commenting on other related blogs within the industry.
65. Because Maya knows that the most important part of an e-mail message is the subject line, she ________.
a. avoids verbs in subject lines
b. uses ALL CAPS in subject lines to grab the attention of the reader
c. uses one-word subject lines to make her messages more concise
d. adjusts the subject line if the topic changes after repeated replies
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66. 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.
67. _______ is the most popular enterprise instant messaging and group chat tool.
a. Twitter
b. Facebook
c. Skype
d. Slack
68. 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 only from her favorite colleagues.
c. Share only information, images, and media online that she would be comfortable sharing opening in the office.
d. Delete her social media accounts to show that she will remain focused at work.
69. Organizations use blogs to develop relationships, build brands, and create virtual ________.
a. communities
b. sales
c. products
d. competition
70. Which of the following is an example of proper texting etiquette?
a. Apply the same timing guidelines to sending and receiving text messages that you would for speaking on the
phone (such as not during a meeting or when in a social setting).
b. Since speed is the whole point of text messaging, grammar and punctuation are not important.
c. If notifying others of sad news, texting is preferred rather than making a personal telephone call.
d. It is never necessary to identify yourself via text message because the receiver will see your phone number.
71. Which of the following is an example of a company using social media for crowdsourcing?
a. Creating internal networking sites accessible only by employees
b. Inviting customers to share ideas for new products and other suggestions
c. Matching dispersed employees and their skills
d. Responding to an employee grievance about a new policy
72. Which of the following is a downside to well-known podcasters being paid for public endorsements?
a. They are not seen as “experts” in their fields.
b. Since podcast audiences are small, the message does not get out to enough people.
c. Such endorsements require video, which not all podcasts have.
d. Paid promotion deals can lead to biased or unreliable recommendations.
73. What is the most accurate statement about instant messaging (IM) and text messaging?
a. Using text messaging and instant messaging for business communication will make you look unprofessional.
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b. Text messaging has been enhanced by RCS (rich communication services), a new system promising advanced
features that can be customized for mobile marketing.
c. Instant messaging and text messaging use the same technology and are used for the same purposes.
d. Text messaging enables you to use the Internet to communicate in real time in a private chat room with one or
more individuals.
74. What is a disadvantage of text messaging?
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.
75. Because Chloe is a a loyal fan of a haircare product line and has a large social media following, she has been invited
to create a profile and write posts for the company’s blog. In this role, Chloe is known as an _______.
a. influencer
b. remote team member
c. stylist
d. marketer
76. ________ marketing refers to the rapid spread of messages online.
a. Influential
b. Buzz
c. Viral
d. Cyber
77. An ALL-CAPS e-mail message is often read as ________.
a. positive emphasis
b. shouting
c. deadline oriented
d. humor or sarcasm
78. Which of the following describes communication in today’s digital age?
a. Mobile phone ownership has peaked and seems to be decreasing.
b. Messages are longer and less frequent.
c. Laptops and smart phones are increasingly larger to allow for more storage.
d. The distinction between online and offline is becoming blurry as our virtual and real-life connectedness
intertwine.
79. 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 obsolete in the next few years.
d. E-mail has completely replaced paper memos and letters in the workplace.
80. Texting requires a SMS, which stands for ________.
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a. simple message synchronization
b. short message service
c. systems messaging synchronization
d. single mobility system
81. Which statement provides the best advice 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.
82. The portability of podcasting _______.
a. makes it ineffective for employee training
b. makes it an expensive tool for businesses to use
c. gives users the flexibility to multitask
d. is a disadvantage for most users
83. 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. Avoid providing links to other blogs.
d. Use a commercial hosting site such as Blogger, Tumblr, or WordPress.
84. 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. Both should be limited to two paragraphs.
85. 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:
86. Those who fake their identity, provoke skirmishes, and disrupt discussions on social media are known as _______.
a. influencers
b. monitors
c. echoers
d. trolls
87. Which of the following would make the most effective title for a blog post?
a. What Investors Know