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.
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Bloom’s: Comprehension
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.
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Preparing Digital-Age E-Mail Messages and Memos
Bloom’s: Comprehension
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.
ANSWER:
POINTS:
DIFFICULTY:
REFERENCES:
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LEARNING OBJECTIVES:
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TOPICS:
Preparing Digital-Age E-Mail Messages and Memos
KEYWORDS:
Bloom’s: Application
5. Jackson is sending an e-mail message about an important upcoming meeting. Which of the following represents the
most effective subject line?
a.
b.
c.
d.
ANSWER:
subject lines (Urgent!) and using complete-sentence subject lines.
POINTS:
DIFFICULTY:
REFERENCES:
p. 122
LEARNING OBJECTIVES:
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TOPICS:
Preparing Digital-Age E-Mail Messages and Memos
KEYWORDS:
Bloom’s: Application
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.
REFERENCES:
p., 121
LEARNING OBJECTIVES:
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NATIONAL STANDARDS:
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TOPICS:
Preparing Digital-Age E-Mail Messages and Memos
KEYWORDS:
Bloom’s: Knowledge
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.
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Preparing Digital-Age E-Mail Messages and Memos
Bloom’s: Application
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.
pp. 122-123
reflects your audience analysis.
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Preparing Digital-Age E-Mail Messages and Memos
Bloom’s: Knowledge
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.
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Preparing Digital-Age E-Mail Messages and Memos
Bloom’s: Application
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.
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Preparing Digital-Age E-Mail Messages and Memos
Bloom’s: Knowledge
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.
LEARNING OBJECTIVES:
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Preparing Digital-Age E-Mail Messages and Memos
Bloom’s: Knowledge
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.
information.
Moderate
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Bloom’s: Knowledge
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.
Moderate
p. 125
c
down-editing, begin with a courteous opening; delete the sender’s message header, signature,
Moderate
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Preparing Digital-Age E-Mail Messages and Memos
Bloom’s: Knowledge
14. All of the following are reasons memos are used to send internal messages except
a.
formality.
b.
permanency.
c.
speed.
d.
length.
c
Easy
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Preparing Digital-Age E-Mail Messages and Memos
Bloom’s: Knowledge
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
Moderate
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Preparing Digital-Age E-Mail Messages and Memos
Bloom’s: Application
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.
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Preparing Digital-Age E-Mail Messages and Memos
Bloom’s: Knowledge
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.
ANSWER:
POINTS:
DIFFICULTY:
REFERENCES:
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TOPICS:
Preparing Digital-Age E-Mail Messages and Memos
KEYWORDS:
Bloom’s: Knowledge
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:
ANSWER:
POINTS:
DIFFICULTY:
REFERENCES:
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Preparing Digital-Age E-Mail Messages and Memos
KEYWORDS:
Bloom’s: Knowledge
ANSWER:
subject line.
POINTS:
DIFFICULTY:
REFERENCES:
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Preparing Digital-Age E-Mail Messages and Memos
KEYWORDS:
Bloom’s: Knowledge
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.
lines, and copyright notices are not usual endings for these messages.
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Preparing Digital-Age E-Mail Messages and Memos
Bloom’s: Knowledge
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.
replacing e-mail for short internal communication.
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Preparing Digital-Age E-Mail Messages and Memos
Bloom’s: Knowledge
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.
c
Because instant messaging allows colleagues to communicate in real time anywhere in the
Moderate
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Workplace Messaging and Texting
Bloom’s: Comprehension
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.
a
Easy
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Workplace Messaging and Texting
Bloom’s: Knowledge
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.
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Workplace Messaging and Texting
Bloom’s: Comprehension
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.
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Workplace Messaging and Texting
Bloom’s: Comprehension
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.”
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Workplace Messaging and Texting
Bloom’s: Knowledge
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.
c
Tara should identify herself when texting a new contact who doesn’t have her phone number.
Moderate
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Workplace Messaging and Texting
Bloom’s: Knowledge
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.
Easy
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Making Podcasts and Wikis Work for Business
Bloom’s: Knowledge
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
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Workplace Messaging and Texting
Bloom’s: Knowledge
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.
a
Moderate
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Making Podcasts and Wikis Work for Business
Bloom’s: Knowledge
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.
News organizations and media outlets, educational institutions, and businesses all use
Easy
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Making Podcasts and Wikis Work for Business
Bloom’s: Knowledge
32. A wiki
a.
consists of short audio and video files that deliver repetitive information and that can be downloaded and
Easy
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Making Podcasts and Wikis Work for Business
Bloom’s: Knowledge
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.
Easy
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Making Podcasts and Wikis Work for Business
Bloom’s: Knowledge
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.
Easy
p. 132
c
A wiki is a Web-based tool that uses collaborative software to allow multiple users
collectively to create, access, and modify documents.
Easy
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Making Podcasts and Wikis Work for Business
Bloom’s: Knowledge
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.
c
Wikis allow companies to share information globally. Other business uses include meeting
Moderate
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Making Podcasts and Wikis Work for Business
Bloom’s: Knowledge
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.
a
and after meetings, and to facilitate project management.
Moderate
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Making Podcasts and Wikis Work for Business
Bloom’s: Knowledge
37. Blogs are most similar to
a.
tweets.
b.
text messages.
c.
journal entries.
d.
instant messages.
c
A blog is a website with journal entries on any imaginable topic usually written by one
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Making Podcasts and Wikis Work for Business
Bloom’s: Knowledge
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.
a
The biggest advantage of business blogs is that they potentially reach a far-flung, vast
Easy
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Blogging for Business
Bloom’s: Knowledge
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.
Blogs are used by companies for public relations, customer relations, crisis communication,
market research, viral marketing, internal communication, and recruiting.
Moderate
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Blogging for Business
Bloom’s: Knowledge
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.
person.
Easy
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Blogging for Business
Bloom’s: Knowledge
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
ANSWER:
Only “Five Ways to Get Your Résumé Read” is an effective title for a blog. An effective title
POINTS:
DIFFICULTY:
REFERENCES:
p. 135
LEARNING OBJECTIVES:
ESBC.GULO.16.05.04 – 05.04
TOPICS:
Blogging for Business
KEYWORDS:
Bloom’s: Application
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.
ANSWER:
DIFFICULTY:
REFERENCES:
p. 135
LEARNING OBJECTIVES:
ESBC.GULO.16.05.04 – 05.04
ANSWER:
customers that your business is stable and reliable.
POINTS:
DIFFICULTY:
REFERENCES:
p. 134
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TOPICS:
Blogging for Business
KEYWORDS:
Bloom’s: Knowledge
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.
authentic.
Moderate
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Blogging for Business
Bloom’s: Knowledge
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.
a
Moderate
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Blogging for Business
Bloom’s: Knowledge
45. Which of the following is not a social networking site?
a.
LinkedIn
b.
Facebook
c.
Twitter
d.
Firefox
LinkedIn, Facebook, and Twitter are all social networking sites. Firefox is a Web browser.
Blogging for Business
Bloom’s: Knowledge
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.
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United States – BUSPROG.ESBC.GULO.16.04.05 – DISC.ESBC.GULO.16.04.05
Web 2.0: Social Networking
Bloom’s: Comprehension
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.
pp. 136-137
ESBC.GULO.16.05.05 – 05.05
United States – BUSPROG.ESBC.GULO.16.04.05 – DISC.ESBC.GULO.16.04.05
Web 2.0: Social Networking
Bloom’s: Comprehension
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.
p. 136
ESBC.GULO.16.05.05 – 05.05
United States – BUSPROG.ESBC.GULO.16.04.05 – DISC.ESBC.GULO.16.04.05
Web 2.0: Social Networking
Bloom’s: Knowledge