Chapter 05 Short Workplace Messages and Digital Media

1. Which of the following statements about communication in today's workplace is correct?

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

2. Which statement about the use of e-mail in today's workplace is correct?

a . Workers report spending about three hours per day on work 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. Which of the folowing is an effective strategy for controlling your e-mail inbox?

a. Read and respond to each message within 10 minutes.

b. Check your e-mail only in the mornings.

C. Check your e-mail at set times during the day.

d. Ask your co-workers not to e-mail you unless it's urgent.

4. Which of the following is an appropriate situation for sending an e-mail message in a business
context?

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.

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. Which of the following is an effective subject line?

a. PARKING PERMITS

b. Staff Meeting

(C.) Please Respond to Job Satisfaction Survey

d. Important! Please Read Now

6. What is the current advice on the use of a greeting on business e-mails?

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 states the purpose in a way that could be used to start the email message?

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 sometimes change is needed.

8. Which of the following will help improve the readability of an e-mail message's body section?

a. Including a friendly salutation

b. Using numbered or bulleted lists

c. Writing ideas in long, well-developed paragraphs

d. Starting the message indirectly

9. Which of the following should be included in an effective email closing?

a An action statement with due dates and requests

b. A promise to follow up later

d. A specific timeframe in which the sender should reply

10. The final element of an e-mail message should be

a your name and full contact information

b. a witty phrase and your named

c. the name of the business or ofganization 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.

Delete the sender's message header, signature, and al unnecessary parts.

d. Add a comment after every sentence in the original message.

12. Which of the following tips Can help with e-mail inbox management?

a. Reply to all messages inomediately so that they don't get lost in the shuffle.

b. For messages that requiré more than two minutes for a response, add them to your to-do list
or schedule

them on your calendar to take care of later.

c. Send a polite note of receipt for every message you receive.

d. Leave your inbox open ar'all times so you can see the messages as they come in.

13. Because Maya knows that the most important part of an e-mail message is the subject line,
she should

a. avoid using verbs

b. use all caps to grab the reader's attention

adjust the subject line if he topic changes after repeated replies

d. limit her phrasing to three words for conciseness

14. Although e-mail has largely replaced memos, you may still need to use the memo format if

a. the message is being sent to an external audience

c. the message needs to be written in a more informal tone

d. all employees have access to e-mail

15. Sam wants to ensure that the tone of his informational e-mail matches his intent. He should

a. delete the e-mail and phone the recipient instead

bread the message aloud to himself

c. wait 72 hours before sending the message

d. include several exclamation points to express enthusiasm

16. When preparing to send an e-mail with an attachment, you should

a. notify the recipient via phone that they will be receiving an attachment

b. leave the body of the e-mail blank

C. specify the date, sender's name, receiver's name, and subject line on the attachment

d. include the word ATTACHMENT (in all caps) in the subject line

17. Most e-mail messages and memos

a. have nonsensitive topics and begin directly

b. require persuasion

c. are indirect and begin with aú explanation

d. need not be carefully organized because they are informal

18. Both e-mails and memos have four key guide words calling for a subject line, a dateline, the
identification of the

sender, and

a. the sender's location

Gn

b. the receiver's location

C. the identification of the reteiver

d. the time
MILSAC

19. The use of all caps for phrasing in an e-mail message is often read as

a. positive emphasis

deadline oriented

shouting

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 melades the typist's initials

21. Binh is delivering some office equipment to one of his company's clients. He wants to text
the admin, whom he

has never met, and let then know what time he wil be arriving. Which of the folowing etiquette
tips should he

follow?

a. Identify himself, giying his name, the purpose of his visit, and his phone number.

. Text the admin all the details of the delivery, including the cost of the equipment.

c. Text a greeting and wait for a response.

d. Don't text because the admin doesn't know him.

22. Which of the following statements describes the benefit of instant messaging for
businesses?

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 alows people to share information immediately and make decisions quirkly.
d. Instant messaging decreases presence functionality.

23. Which of the following is a disadvantage of instant messaging and text messaging?

a Lack of privacy

b. Low cost

c. Real-time communication

d. Speed

24. Text messaging requires a SMS, which stands for

a. simple message synchronization

b, short message service

e. systems messaging synehronizationg

d. single mobility system

25. Why do some employers forbid employees to use instant messaging (IM) and texting?

a. Instant messaging and texting are nore expensive to use than faxes or phone calls.

b. Some employers consider IM ahd 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. Zahra's company has decided to leremployees 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 "PrettySmartl."

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.

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

. Web 2.0

c. cloud computing

d. VPN

29. A big benefit of podcasting is

a. permanence

T. portability

c. teleconference capability

d. presence functionality

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, nonrepetitive information

31. TED Talks are a popular example of podcasts. TED refers to

a. Teaching Educators to Make a Difference

b. Teamwork, Education, and Drive

c. Technology, Education, and Design)

d. the first name of the organization's founder

a. religious organizations

b. government organizations

organizations devoted to prompring education

d. non-profit organizations

33. Which type of podcast would a federal credit union likely support through buying podcast
ads?

a. A true crime podcast

A podcast offering advice on how to manage one's money

c. A current events podcast

d. A sports podcast

P12

34. Crowdsourcing is

a. the ability to send short messages consisting of 140 characters or fewer

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. As a project manager, Mallory needs to make sure that employees who missed a live training
session are able to

view or complete it later. Which of the following tools should she consider using for this
purpose?

a. A smartphone

podcast
c. A blog

d. A video conference

36. Why are many companies eager to jump into making a podcast series?

a. Podcasts are independent of media algorithms and help to diversify their media channels.

b. Podcasts can be produced easily and quickly.

c. Podcasts provide a permanent record, similar to a memo.

d. Podcasts are useful for communicating information when a company is faced with a crisis or
emergency.

37. Blogs are most similar to

a. tweets

b. text messages

c. journal entries

d. instant messages

38. Which of these statements correctly describes why businesses are using blogs?

a. Blogs have the potential to reach a vast, far-flung audience and can help companies share the
story of their

b. Blogs have become the primary method of internal business communications.

c. Blogs provide companies with anytime access to digital audio and video files containing
corporate

training, marketing, and informational messages.

d. Blogs can safeguard against hackers and rival companies.

39. What percent of today's Fortune 500 corspanies maintain a public facing blog?

a. Less than 30 percent

b/54 percent

Car

c. 75 percent

d. More than 90 percent

40. You are an executive chairman faced with a business emergency so severe that the company
risks losing customers

and employees. You want to use the blog to help mitigate the impact of the crisis. Which of the
following approaches

will help you to achieve your goal?

a. Use the blog to emphasize company strengths and downplay the crisis.

b. Use the blog to create transparency and communicate up-to-date information regarding the
business's

c. Post information on the blog that will soothe emotional reactions.

d. Do not address rumors or misinformation on the blog; address factual content only.

41. Which of the following is an effective strategy to make your blog post engaging?

a. Use long sentences.

b. Write long paragraphs including a lot of information.

ENse numbers to structure the posts

Impress your readers with high-level vocabulary.

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. Geoffrey must create a corporate blog. Advice he should follow in writing his blog is that it
should be structured

with numbers, bullets, and sub-headings, contain expressive action verbs, and use

a. academic vocabulary

• formal language
conversational language

d. texting abbreviations

44. Marketers often use blogging as a platform to get their messages to spread rapidly online,
also known as .

a. blowing up

b/going viral

c. optimization

d. trend advertising

45. One of the key advantages for businesses of using social media is that social media

a. is less expensive

b. has less privacy risk

c. is more efficient

allows for the exchange of ideas

16. Which demographic within the Amrican population contains the most avid social media
users?

a. Generation X

b . Millennials

c. Generation Z

d. Al generations use social media equally.

47. Why are many companies investing in internal social networking platforms?

a. Creating their own networking Blatform is less expensive.

b. They hope that it will lead to greater employee engagement and productivity.

c. Their employees are dissatisfied with the current social media platforms.

d. Current social media platforms appeal only to teenagers.

48. What are the advantages of using enterprise social media networks versus e-mail?

a. Both e-mail and enterprise social media networks provide effective two-way communication.

b. Social media networks are less expensive and easier to manage than company e-mail.
c. Social media networks help to maintain a strong corporate hierarchy.

Enterprise social media networks are searchable, and users can access and send information
more

efficiently.

49. What are the risks for businesses using enterprise social media networks?

Unexpected expenses, technicaPfailures, and lack of compatibility with existing systems

lost productivity, damage to their reputation, and legal issues

c. Lack of employee adoption andlack of customer engagement

d. Cyber bullying and loss of privacy

50. Travis has asked you for some advice regarding the use of social networking in the
workplace. What advice will

you share?

a. Feel free to share any information on social networking sites.

b. Refuse friend requests or "unfriend" people to avoid jeopardizing professional relationships.

c. Establish boundaries, and don't share information online that you wouldn't share openly in
the office.

Assume the content posted on a social networking site is protected.

51. Social media messages have replaced e-mail messages within organizations and to external
audiences.

a. True

False

S2. E-mail is appropriate for short, informal messages that request information and respond to
inquiries.

a. True

b. False

F53. Most e-mails should be organized using the indirect organizational strategy.

b. False
F 54. Greetings such as Hi, Katy are unnecessary in e-mail messages because it is already clear
that the receiver is the

intended recipient.

a. True

b. False

hon

F 55. Like e-mail messages, memos can belsed to communicate within an organization and with
external customers,

companies, and organizations.

a. True

b. False

Commu

56. Menos are used to convey procedares, official instructions, and reports.

ひっ

b. False

T 57. Memos should be organized directly by conveying the main idea first.

a. True

b. False

F 58. Deadlines and action information should be included in the body of an e-mail message or
memo.

a. True

b. False

guyen

F 59. Although teenagers use instant messaging (IM) frequently, corporations do not use this
communication tool.

a. True

b. False
- 60. Text and instant messaging aré replacing e-mail for short internal communication.

a. True

b. False

61. The major attraction of instant messaging (IM) in business is real-time communication with
colleagues anywhere

in the world as long as a cell phone signal or a Wi-Fi connection is available.

a. True

b. False

< 62. Some advantages of texting and instant messaging include immediacy and cost.

3. Al companies in today's workplace alow employees to text or instant message on the job.

a. True

b. False

6 4 . One benefit of using text or instant messaging on the job is that these messages cannot be
used as evidence in

lawsuits.

a. True

b. False

6 5 . Before using IM or text messaging ge the job, be sure you have permission.

a. True

b. False

66. When texing or instant messaging on the job don’t worry about your grammar and spelling
because your goal is to send quick, short messages.

a. True

b. False

she

Sr
Co

F 67. The top digital media device beingfused to disseminate information today is podcasts.

b. False

6 8 . Podcasting has experienced larg&growth and has spread among various user groups
online.

b. False

< 69. Businesses use podcasting for sending audio and video messages that do not require a live
presence yet offer a

friendly human face.

a. True

Ngu

b. False

7 0 . One advantage of podcasts is thaf they can replace costlier forms of communication
technologies such as

teleconferences.

a. True

b. False

71. Podcasts are digital audio programs resembling

yadioshows

.TVshows

c. teleconferencing

d. videoconferencing

72. The most popular genre of podcasts is

a. news

b. sports

c . comedy

d. true crime
73. What is the advantage of podcasts over live teleconferences?

a . Podcasts are less expensive to produce than live teleconferences.

b. Podcasts are more impersonal than live teleconferences.

c. Podcasts are more popular than live teleconferences.

d. Podcasts require little training to produce.

74. Which audiences do businesses target when they produce podcasts?

a. Internal audiences only, g.g., employees

b. External audiences only e.g., customers

c. Both internal and external audiences

d. Potential c u s t o m e r s U

T 75. Blogs can be useful to a

company for crisis communication.

.True

9. False

F- 76. Although blogs have proven to be an effective tool for some individuals, businesses are
reluctant to use them

because they are limited in the audiences that they reach.

a. True B

b. False

2y

7 7 . Blogs can produce unbiased consumer feedback more quickly and cheaply than familiar
techniques like focus

groups and surveys.

b. False

738. EFfecive blog entries ye informal language and active b. False

verbs.

F79. Companies use blogs only for public and customer relations.
b. False

T 80. One of the prominent business uses of blogs is to provide up-to-date company information
to the press and the

public.

a. True

b. False

81. Three Ways to Improve Your Resume is an effective title for a blog post.

a. True

b. False

82. An effective blogging strategy is to post compelling comments on other bloggers' posts.

a. True

b. False

T 83. Social networking sites enable businesses to conneet with customers and employees,
share company news, and

exchange ideas.

a. True

b. False

8 4 . Twitter is very popular for personal use with employees under age 35, but businesses have
not yet found positive

business applications for this digital communication tool.

b. False

niC

T 85. Many companies have modeled their internal social networks afier Facebook.

a. True

T 86. Social networks can help coonect employees who are geographically dispersed.

87. Social media is more widely used for marketing than for daily job tasks
You must be wary of the many risks in the cyber world, which include not only appearing in
inappropriate

photographs but also making "friends" online.

a. True

b. False

Nguye

89, Trier is he most popula social media b. False

evan in americ, so yet perent percent adults.,

F 90. Privacy settings on social networking sites prevent others from accessing your personal
information.

a. True

b. False

91. What does the term "down-editing" mean when responding to an e-mail?

a . Down-editing involves inserting your responses to parts of the incoming message.

b. Down-editing means trimming the word count of your response, ensuring that your language
is as concise

as possible.

c. Down-editing has the same meaning as curbing exuberance: editing your language to remove
unnecessary

intensifiers.

d. Down-editing refers to the practice of putting your reply in a lower position than the e-mail
you are

responding to.

92. Guide words in an e-mail message or memo include To, From, Date, and

a. location

, subject

c. time

d. day
93. What is the name of the feature that enables you to use the internet or an internal
corporate communication

platform to communicate in real time with others by exchanging brief text-based messages?

a. Blogging

b. Podcasting

c. Crowdsourcing

Instant messaging

с п і c ation

a. social network

/intranet

c. podcast

d. blog

Business

95. What is a digital audio file that car be downloaded to a computer or smartphone?

a. Blog

b. Social n e t w o r k

Podcast

d. Voice mail

ESP121

type of cyberthreat?

Breach of privacy

Disinformation

c. Deepfake

d. Cyberbullying

They Ng

97. Online harassment through the sharing of embarrassing information online is known as
a cyberbulying

. deepfake

c. trolling

d. doxxing

98. What is the term that describes a website with journal entries on any imaginable topic
usually written by one

person?

blog

b. A podcast

c. An internal memo

d. A press release

9. What is viral marketing?

a. A term that describes when a computer virus infects the marketing department

b. A term that depicts the rapid spread of online messages, much like infectious diseases that
pass from

p e r s o n to p e r s o n

c. A term that describes a marketing effort that has failed

d. A term that describes a marketing effort that is copied by a competitor

100. What type of audience is LinkedIn geared to?

a A professional audience

b. A teenage audience

c. An academic audience

d. A n e x c l u s i v e a u d i e n c e o f b u s i n e s s e x e c u t i v e s