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1. 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.
2. 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.
3. Business e-mail users must learn that e-mail can be dangerous because messages travel long distances, are difficult to
erase, and
a.
can't be used to transmit official documents.
b.
are informal, allowing a few spelling and punctuation mistakes.
c.
may become evidence in court.
d.
are challenging to type using only two fingers.
4. 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.
5. Jackson is sending an e-mail message about an important upcoming meeting. Which of the following represents the
most effective subject line?
a.
Urgent!
b.
Our next staff meeting will be held on the 15th of August.
c.
Please Attend Staff Meeting August 15
d.
Please Read NOW
6. 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.
7. 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.
8. 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.
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.
9. 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.
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.
10. 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.
11. What advice should you follow when using down-editing to reply to an e-mail message?
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.
12. 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.
13. Which of these is the best recommendation for business communicators using e-mail?
a.
Consider using e-mail to deliver bad news or to resolve arguments so that you can avoid a face-to-face
conversation.
b.
Add humor or tongue-in-cheek comments to lighten the tone of serious e-mail topics.
c.
Type your message in all capital letters to increase your speed and efficiency.
d.
Edit your text for readability and proofread for typos or unwanted auto-corrections.
14. All of the following are reasons memos are used to send internal messages except
a.
formality.
b.
permanency.
c.
speed.
d.
length.
15. Seng must inform his staff about the new process for accessing the company's intranet from remote locations. What
communication channel should Seng use to convey this information?
a.
Text message
b.
Memo
c.
Instant message
d.
Tweet
16. What is the best advice when preparing a memo as an e-mail attachment?
a.
Never send a memo as an e-mail attachment.
b.
Leave the body of the e-mail message blank.
c.
Include the date, sender's name, receiver's name, and subject line on the memo.
d.
Type the entire body of the memo in the e-mail message.
17. 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.
18. Which of the following is not a guide word used in e-mail messages and memos?
a.
TO:
b.
FROM:
c.
RESPONSE:
d.
DATE:
19. To correctly format a hard-copy interoffice memorandum, which of the following is not a guideline you should
follow?
a.
Set 1-inch top and bottom margins and left and right margins of 1 to 1.25 inches.
b.
Insert in bold the guide words: Date:, To:, From:, and Subject: at the left margin.
c.
Provide a heading that includes the name of the company plus "Memo" or "Memorandum."
d.
Justify the right margin.
20. 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.
21. Which of the following statements about texting in the workplace is most accurate?
a.
All companies allow employees to use texting to communicate with coworkers and customers.
b.
Texting enables two or more individuals to use the Internet or an intranet to "chat" in real time by exchanging
brief messages.
c.
Texting is a relatively high-cost substitute for voice calls.
d.
Text messaging is replacing e-mail for short internal communication.
22. 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.
23. Instant messaging and text messaging are advantageous for all of the following reasons except
a.
guaranteed privacy.
b.
low cost.
c.
immediacy.
d.
speed.
24. Instant messaging and texting
a.
provide "presence functionality," allowing coworkers to locate each other online, which saves time tracking
someone down who is out of the office.
b.
are delayed; a user has time to recall sent messages if he or she decides the message should not have been
delivered.
c.
prevent multitasking and encourage employees to focus on one job at a time.
d.
allow in-depth analysis of data, including charts and graphs, and lengthy conversation of the chosen topics.
25. 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.
26. 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."
27. 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.
28. 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.
29. News professionals, educators, and corporate trainers create digital audio or video files; and receivers can download
the files to a computer or a smartphone to view or hear the file contents. What are these digital audio or video files called?
a.
Blogs
b.
Podcasts
c.
Wikis
d.
Web forums
30. 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.
31. Podcasts are used by
a.
news organizations and media outlets.
b.
educational institutions.
c.
businesses.
d.
News organizations and media outlets, educational institutions, and businesses all use podcasts to deliver
information.
32. 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.
33. 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.
34. 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.
35. How do companies use wikis?
a.
Companies share special deals and incentives in short messages of 140 characters or fewer.
b.
Corporate teams respond to internal and external customers in rapid-fire posts to emergencies and other high-
pressure situations.
c.
Global companies share information between headquarters and satellite offices.
d.
Companies post photos and biographies of their top-tier managers.
36. 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.
37. Blogs are most similar to
a.
tweets.
b.
text messages.
c.
journal entries.
d.
instant messages.
38. 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.
39. 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.
40. 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.
41. 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
42. 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.
43. 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.
44. When writing or responding to a blog, you should
a.
correct any errors in your grammar, spelling, and mechanics.
b.
vehemently and honestly disagree with a post using strong language such as Your ideas are completely
unfounded. Do your research before you post your ideas!
c.
include long, wordy sentences to demonstrate your writing abilities.
d.
repeat ideas and sentences to add length to your response.
45. Which of the following is not a social networking site?
a.
LinkedIn
b.
Facebook
c.
Twitter
d.
Firefox
46. All of the following are reasons businesses use social networking except
a.
to avoid legal challenges and issues.
b.
to exchange ideas.
c.
to share company news.
d.
to connect with customers and employees.
47. 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.
48. 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.
