Managing Human Behavior in Public and Nonprofit Organizations | 4th edition
Robert B. Denhardt • Janet V. Denhardt • Maria P. Aristigueta
Sage 2015
Test Bank | Chapter 13
Representing the Organization “On the Outside”
Multiple Choice
1. Which of the following levels of organization mediates between the technical group and top
management?
A) Technical
B) Organizational
C) Managerial
D) Institutional
2. Which of the following levels of organization is concerned with the relationship between the
organization as a body and the wider social system of which it is a part?
A) Technical
B) Organizational
C) Managerial
D) Institutional
3. Which of the following is NOT a level of organization, as formulated by Thompson?
A) Technical
B) Organizational
C) Managerial
D) Institutional
4. Which of the following is NOT a way in which public agencies interact with elected officials
in the legislature?
A) Legislators exercise “oversight” of agency activities
B) Public agencies provide helpful assistance in developing policies
C) The legislature defines the limits and boundaries of public agency activities
D) Public agencies make demands of legislators
5. Which of the following is NOT a guideline that helps in developing more effective
relationships with the legislature?
A) Establish trust and build confidence
B) Develop an agency protocol
C) Ensure constant inquiries
D) Understand the legislative process
6. Which of the following is a way to develop trust and build confidence with legislators?
A) Keep legislators informed of your activities
B) Offer advice promptly, accurately, and in a thoughtful manner
C) Help with legislative casework
D) All of the above
7. Which of the following is a way to prepare for a testimony before the legislature?
A) Be prepared to adjust to any last-minute developments
B) Don’t practice with coworkers so you don’t sound over-rehearsed
C) All of the above
D) None of the above
8. During presentations before the legislature, you should:
A) Take your time and thoroughly answer all questions
B) When necessary, reinforce other’s testimony through repetition
C) Prepare a fact-based opening statement
D) All of the above
9. The Office of Citizen Services and Innovative ________ helps governments at all levels
choose the appropriate applications to meet their communication needs.
A) Communications
B) Technologies
C) Applications
D) Computing
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10. The early use of technological applications by governments using the Internet were to:
A) Create a web presence
B) Provide interactive services
C) Receive input from the public
D) None of the above
11. Which of the following are methods of technologically based communication?
A) Micro blogging
B) Wikis
C) RSS
D) All of the above
12. The best blogs provide the opportunity for:
A) Direct feedback
B) Formal discussion
C) Press releases
D) All of the above
13. Which of the following types of media targets a particular group or “market segment?”
A) Television
B) Print media
C) Radio
D) Press conferences
14. Texting and Twitter are examples of:
A) Wikis
B) Micro-blogging
C) RSS
D) Podcasts
15. Which of the following types of technologically based communications methods can be used
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to answer questions about services, obtain input from citizens, and allow for citizen-to-citizen
interaction?
A) Discussion forums
B) RSS
C) Podcast
D) Social networking
16. What technology might a public agency employ to create a “virtual” town meeting?
A) Cloud computing
B) Web cameras
C) Cell phones
D) None of the above
17. What is the first step in implementing a new information technology?
A) Develop metrics to evaluate the success of the application
B) Clearly define the goals and objectives of the application
C) Compare results to your objectives
D) Engage citizens and address short term issues
18. Which of the following types of media should be used when you need to go into greater
detail about the work you are doing?
A) Television
B) Print media
C) Radio
D) Press conferences
19. When a service is rated high in terms of importance but low in terms of performance, this
indicates that:
A) There is an opportunity for reallocating resources
B) Service improvements are required
C) Customers’ expectations should be lowered
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D) Resources are allocated appropriately
20. One of the costs associated with citizen involvement includes:
A) Desensitizing people to emerging problems
B) Decreases the accountability of the public
C) Views expressed might not be representative of the majority
D) People are less likely to “buy in” to solutions
21. More active forms of citizen involvement include:
A) Community workshops
B) Leadership development
C) Referenda
D) All of the above
22. The purpose of a ________ network is to fund the delivery of services to clients.
A) Service implementation
B) Information diffusion
C) Problem solving
D) Community capacity building
23. The purpose of a ________ network is to help deal with a variety of ongoing and future
problems.
A) Service implementation
B) Information diffusion
C) Problem solving
D) Community capacity building
24. Which of the following dimensions of collaboration includes reconciling individual and
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collective interests?
A) Governance dimension
B) Administration dimension
C) Autonomy dimension
D) Trust and reciprocity dimension
25. ________________ is the activity public managers use when they want citizens to engage in
joint problem solving and decision making.
A) Partnership
B) Dialogue
C) Delegation
D) None of the above
26. When the public is empowered to determine the outcome of a policy that activity is called:
A) Control
B) Partnership
C) Delegation
D) None of the above
True/False
27. Managers throughout public organizations today are unlikely to be called on to represent
their organizations externally.
28. Major developments in public policy are likely to occur through a difficult and convoluted
process of bargaining and negotiation.
29. Traditional mechanisms of governmental control are still workable and very appropriate.
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30. Public managers at all levels are unlikely to be involved in external relations, so only need to
develop skills required for them to manage the internal operations of their organizations.
31. Public distrust of government probably has decreased the attention that legislators pay to
agency activities.
32. Blogs should be used as another avenue for press releases.
33. RSS provides another way of getting information out to the public in a quick and efficient
manner.
34. Public administrators do not need to practice effective media relations.
35. You are better off guessing about an answer in a formal presentation than giving an apology
and a promise to find out the answer.
36. Involving citizens in the development and implementation of public policy is an important concern
for public administrators.
Essay
37. Discuss the role of public managers in the past, present, and future. How has their role
changed over time?
38. Compare and contrast the use of blogs and social networking as methods of technologically
based communication. What are some advantages and disadvantages of each?
39. Discuss the relationships between public agencies and legislators. What are some guidelines
to develop effective relationships?
40. Explain Wikis, podcasts, and discussion forums. How can public agencies utilize these
technologies? What type of communication is best for each technology? Discuss, providing
relevant examples.
41. Compare and contrast the different types of media. How should each type of media be used
by public agencies? Discuss, providing relevant examples.
42. What are networks? Why are they important in the delivery of services?