40) When you request information or action through your email, you should ________.
A) wait for the reader to ask for a deadline for the request
B) put your main request in all caps in the opening of the message
C) clearly state what you are asking for
D) not volunteer information about the reasons for your request
E) use the “return receipt requested” feature
41) When writing an email message, you should use ________.
A) a signature file to avoid retyping vital information on how to reach you
B) all caps to highlight your main points
C) acronyms like LOL and IMHO for brevity
D) multiple fonts, colors, and type to add visual interest
E) the “return receipt requested” feature for all messages
42) When writing an email message, you should avoid using ________.
A) a signature file
B) all caps while typing
C) attachments and links
D) traditional grammar and punctuation rules
E) a black font on a white background
43) Which of the following is the most valid criticism of this message?
A) The tone of the message is too formal.
B) The message uses acronyms.
C) The message fails to use multiple fonts and colors to add interest.
D) The message uses a signature file to present contact information.
E) The message directs the reader to a website rather than providing the information in the body
of the message.
44) Which of the following would be the best subject line for the above message?
A) need appointment
B) from Star Services
C) A unique offer from Star Services—sign up now!
D) request for attending a sales presentation
E) Specialized housekeeping services offered
45) Which of the following is the best way to rephrase the opening line of the message keeping
in mind the guidelines for effective email messages?
A) Star Services wishes to offer you specialized housekeeping services that have been designed
keeping in mind the unique needs of large hospitals such as yours.
B) Interested in signing on for specialized housekeeping services designed for the unique needs
of large hospitals such as yours?
C) Star Services wishes to offer you SPECIALIZED HOUSEKEEPING SERVICES that have
been designed keeping in mind the unique needs of large hospitals such as yours.
D) R u interested in getting specialized housekeeping services designed exclusively for you?
E) Housekeeping giving you nightmares? Relax! We at Star Services know exactly what is
required for housekeeping at large hospitals such as yours!
46) The ability of business-grade IM systems to quickly see which people are at their desks and
available to IM is referred to as ________.
A) remote sensing
B) virtualization
C) geotagging
D) presence awareness
E) crowdsourcing
47) Which of the following is true about using IM and text messaging for brief business
messages?
A) Text messaging is the preferred mode of communication over IM for brief business messages.
B) IM is used extensively for conversational exchanges, and the technology is replacing both
email and voice mail in many situations.
C) Text messaging is more informal in its approach to business communication when compared
to IM.
D) IM does not require user authentication unlike text messaging.
E) Messages sent through IM can easily be logged for later review and archived.
48) Which of the following is a benefit of using IM?
A) immune to computer viruses and network infiltration
B) does not require user authentication
C) messages can be easily logged for later review
D) does not allow unsolicited commercial messages
E) ability to mimic conversation more closely than email
49) Which of the following is a benefit of using IM?
A) does not allow unsolicited commercial messages
B) does not require user authentication
C) messages can be easily logged for later review
D) immune to computer viruses and network infiltration
E) lower cost than phone calls and email
50) Which of the following is a risk of using IM for business communication?
A) less versatile than text messaging
B) security problems, including computer viruses and network infiltration
C) potential for misuse as a one-to-many broadcast method higher than that for email
D) more expensive than phone calls and emails
E) not widely available
51) Which of the following is a risk of using IM for business communication?
A) less versatile than text messaging
B) potential for misuse as a one-to-many broadcast method higher than that for email
C) the need for user authentication
D) more expensive than phone calls and emails
E) not widely available
52) Which of the following is a risk of using IM for business communication?
A) incompatibility between competing IM systems
B) not widely available
C) potential for misuse as a one-to-many broadcast method higher than that for email
D) more expensive than phone calls and emails
E) less versatile than text messaging
53) Which of the following is the best tip for using IM more efficiently and effectively for
business communication?
A) Always keep yourself available for IM during office hours.
B) IM is ideal for sending confidential information.
C) Use IM for sending lengthy, complex messages.
D) Avoid using IM unless you need an immediate answer.
E) IM is ideal for sending personal messages.
54) In order to use IM more effectively and efficiently for business communication, you should
________.
A) learn to carry on multiple IM conversations at a time
B) use IM for lengthy and complex messages
C) not send confidential information using IM, if you are not on a secure system
D) restrict the use of IM largely to messages of a personal nature
E) always keep yourself available for IM during office hours
55) As IT manager of Source Corporation, you are frequently asked to recommend what medium
of communication would be appropriate for a given purpose. In which of the following situations
would you recommend the use of IM?
A) The line manager needs to send a message to the HR manager detailing how an employee
flouted company rules and needs to be disciplined.
B) The sales manager needs to send to the COO confidential information relating to a tender that
the company is submitting.
C) The marketing manager needs to present next year’s marketing budget and plan to the Board
of Directors.
D) The operations manager needs to direct the work of the support staff working on repairing a
key piece of machinery immediately and get real-time updates from them.
E) The HR manager needs to provide the salary information of all managerial personnel to the
Benefits Specialist.
56) Which of the following is an element of an effective business blog?
A) writing in an objective “corporate” voice
B) maintaining an unidentifiable focus to include a universal audience
C) retaining control over content by disabling the comments feature
D) communicating with a personal style and an authentic voice
E) delivering new information not more than once a month to avoid over-exposure
57) Good business blogs and microblogs ________.
A) deliver new information quickly
B) choose topics of universal interest
C) are written in an objective “corporate” voice
D) usually disable the comments feature to retain control over the content
E) do not impose the blogger’s personal style on the content
58) ________ marketing refers to the spread of promotional messages from one audience
member to another.
A) Ambush
B) Proximity
C) Reality
D) Diversity
E) Viral
59) As Public Relations Officer of a large supermarket chain, you are looking to build rapport
with your customers by publishing news about your company’s policies, activities and the
products and services available at its stores. You need to be able to update this content quickly to
reflect changes in real-time. Which of the following media would help you do this with relatively
little effort?
A) blogging
B) texting
C) IM
D) emailing
E) podcasting
60) Which of the following is true about adapting the three-step writing process for successful
blogging?
A) Maintain an unidentifiable focus to include a universal audience.
B) Use an objective and impersonal “corporate” voice in your business blogs.
C) Avoid providing links to other content on the web as that will cause your audience to exit
your page.
D) Avoid using newsfeed options as these will be perceived as intrusive by your audience.
E) Choose a business-related purpose that is important to your company and to your chosen
audience.
61) When blogging, you should avoid ________.
A) creating an artificial character who supposedly writes a blog
B) defining the blog’s focus
C) using newsfeed options
D) providing links to other content on the web
E) tagging your blogs with descriptive words
62) Which of the following is a tip for effective blogging?
A) Blogs are ideal for publishing long, report-style posts that can be read by readers at their own
convenience.
B) Post frequently as the whole point of a blog is fresh material.
C) Maximize marketing, sales messages, and customer testimonials to inform readers about new
products and services.
D) Avoid providing links to other websites as this will cause readers to exit your blog.
E) Create an artificial character who supposedly writes a blog to stimulate and control online
conversations.
63) When blogging, you should ________.
A) post long, report-style posts
B) use extensive marketing and sales messages in your posts
C) link generously—but carefully
D) ignore criticism
E) avoid disclosing your relationship with companies you write about
64) Messages on Twitter are examples of ________.
A) IMs
B) text messages
C) teleconferencing
D) microblogs
E) podcasts
65) Hannah is a marketing research executive at Quan Corp. She wants to crowdsource a
research question to collect quantitative data for a new project. Which of the following is best
suited for her goal?
A) IMs
B) text messages
C) emails
D) microblogs
E) podcasts
66) When using microblogs as a medium for business communication, ________.
A) make sure that the language you use is blunt and to the point
B) engage in conversations with a specific follower
C) make sure messages are part of your overall communication strategy
D) maximize marketing and sales messages
E) spelling, grammar, and mechanics are unimportant
67) ________ is the process of recording audio or video files and distributing them online.
A) Podcasting
B) Microblogging
C) Instant messaging
D) Text messaging
E) Opencasting
68) Which of the following is true about adapting the three-step writing process to podcasting?
A) Unlike written communication, there is no use for previews, transitions, and reviews in
podcasting.
B) Scanning back and forth to find specific parts of an audio or video message is much easier
than with textual messages.
C) Think of varied themes so you can bounce from one to another over time for higher audience
satisfaction.
D) Effective podcasts, like effective stories, have a clear beginning, middle, and end.
E) Frequently bouncing from one theme to another will help you engage a larger audience.
69) Which of the following is a guideline for creating effective podcasts?
A) Make up your content as you record the podcast.
B) Read out from a prepared script when recording.
C) Pay close attention to previews, transitions, and reviews.
D) Frequently bounce from one theme to another.
E) Do not apply the three-step writing process to developing podcasts.