Chapter 8 cards
In business social software, dashboards are useful for:
-They can learn more about your co-workers -They can increase work efficiency -They are customizable
Which of the following are characteristics of Web 2.0 communication tools?
-interactivity -personally customizable -social focused
Which of the following is true of messages showing appreciation?
A sincere expression of thanks strengthens work relationships. Employees at all levels of an organization desire to feel appreciated. A sincere expression of thanks also helps achieve business goals and strengthens work relationships.
Len has asked you to evaluate his professional blog. Which of the following aspects of his blog would you suggest that Len change because it might damage his online reputation?
About one-half of his posts detail one of Len's accomplishments.
Len has asked you to evaluate his professional blog. Which of the following aspects of his blog would you suggest that Len change because it might damage his online reputation?
About one-half of his posts detail one of Len's accomplishments. Some business professionals damage their reputations because their social media use sends meta messages that they are self-promoters and careerists. Generally, this reputation comes from excessively drawing attention to one's own professional skills and interests.
Because of profiles included on business social networks, employees who do not know each other personally often feel more _______ than they would using only email.
Connected
Which of the following is true of apologies?
If you are dealing with customers or clients, an apology may imply legal responsibility.
Which of the following are positive meta messages when establishing a credible online reputation?
Integrity, compassion, and expertise
As the Social Age era has taken hold, many larger companies are putting_______ in place.
Intranets
Which of the following is an advantage of having a team blog?
It is a place to post team updates, progress reports, discussions, timelines, goals, and announcements. Team and project blogs are excellent ways to place all of the team's communications in a single place, such as updates, progress reports, problem solving discussions, project timelines and goals, announcements, and a variety of other coordination tasks.
Which of the following are benefits of communities of practice for a business professional?
Experiencing professional development, taking part in long-term organizational issues, adding to know information about a company
Social Media
Web 2.0 communication tools including social networks, blogs, wikis, gaming, podcasts, and information tagging.
Web 2.0 introduced web pages that ____________.
Were highly interactive
The most effective business social media tools all include the extensive use of:
Written communication
Betsy learns that the wife of one of her main clients has just died. What should Betsy do?
Send a brief but genuine handwritten note of sympathy. Typically, keep your expression of sympathy brief. For deaths, state your support and concern to the person who has experienced the loss. When possible, handwrite your expression of sympathy on a nice card.
Chapter 10
Practice Quiz
Chapter 12
Practice Quiz
Which of the following are acceptable topics for blogs on a business social media platform?
Project goals, business expertise
One basic challenge of using social media internally is
getting employees to participate.
Which of the following are positive aspects of social media use in a professional environment?
great responsiveness between businesses and clients, more direct customer involvement in product development, more effective team communication
Team and project blogs are excellent ways to place all of the team's communications
in a single place, such as updates, progress reports, problem-solving discussions, project timelines and goals, announcements, and a variety of other coordination tasks.
During the drafting stage, the process of designing the message focuses on
making the message easy to read. As you draft your message, you should focus on making it easy to read. Readers expect to understand your primary message in less than 10 to 15 seconds, so use short sentences and paragraphs. Design your message so readers can find information in just moments. Use bullets, numbering, special formatting, and external links to relevant information to highlight key ideas.
Which of the following are the recommended level and types of comments for high-performing teams on business social media platforms
most comments should be directly related to work, followed by 15 to 20% supportive comments, and the remaining comments mostly social.
On business social media, business professionals are likely to be regarded as self-promoters if they ___ the skills and interests they possess.
overemphasize
Which of the following are effective techniques for increasing people's ability to find your business blogs and wikis?
indexing blogs tagging entries labeling blogs
For most business professionals,
individual blogs have not caught on yet.
However, senior-level executives write most blogs, and most employees view them as
leadership communications.
Which of the following is a benefit of communities of practice for a business professional?
learning from other professionals
Which of the following would a company consider an ethical use of social media by its employees?
letting friends on Twitter know about a publicly posted job opening
Catherine, an economist, wants to graphically represent the prices of small cars in the United States over a period of three years. This will best be illustrated through a(n)
line chart. Generally, line charts are useful for depicting events and trends over time. For example, stock prices over time would make the most sense when presented in the form of a line chart.
Up to 87% of large companies (over 50,000 employees)
make blogs available.
Microblogs feature entries limited to ___ at most.
a few sentences
Microblogs feature entries that are limited to ______.
a few sentences
Which of the following are included in a social network profile?
a job title, an email address, current projects.
Which of the following components is likely to be included in the structure of a mass sales message?
an attempt to generate interest The components included in the structure of a mass sales message are gaining attention, generating interest, building desire, and calling to.
Social Age
an era in which people engage in networked communication, collaborate across boundaries, and solve problems communally.
In an effective external persuasive message, the appreciation statement
anticipates the thoughts of skeptical readers. An effective external persuasive message has an influential appreciation statement that anticipates the thoughts of skeptical readers.
Project Blogs
are organized around particular projects that generally involve temporary teams.
Team Blogs
are typically organized around formal work teams.
In the case of routine messages, you should aim to create a helpful, professional tone during the ______ stage.
drafting
In a business setting, wikis are intended to
facilitate collaboration
In a business setting, wikis are intended to
facilitate collaboration.
In most companies, participation in blogs and wikis is
fairly low.
Building a personal brand on a social media platform in a business environment can
further your career, Display your credibility
Before you create any individual blog posts for your organization, you need to do which of the following?
gain a shared sense of the brand message clarify your company's brand
Blogs
posts that are arranged chronologically, similar to a journal format.
In simple terms, Web 1.0 communication tools are
primarily passive and static.
Routine messages that include details about deadlines are most likely to be messages that
set expectations. Three components are central in setting expectations for those you manage: describing responsibilities, providing deadlines, and discussing coordination.
Communities of practice are groups focused on
shared activities.
The primary uses of microblogs in a business environment include which of the following?
sharing announcements, providing important information, facilitating quick replies to questions.
In a business environment, wikis are especially useful in the
sharing of information.
Organizations are increasingly using
team blogs and project blogs.
A complete business social networking profile can result in increased___ among colleagues in a business or organization.
teamwork
As the Social Age era has taken hold, communications technologies have changed faster than
the culture of the workplace.
User profiles, blogs, wikis, and discussion forums (usually called forums) are among
the most widely used and most effective social tools, and they involve significant written communication.
Traditionally, most blogs have included entries by just one or a few individuals, although many provide
the option for reader comments.
Web 1.0
the original Internet in which most web pages were read-only and static.
When using business social media, awareness of boundaries means observing the separation between
the professional and the private
In the workplace, they allow business professionals to share
their ideas and experiences.
One key benefit of social networking platforms is that as people view profiles of others,
they feel more connected to them, more so than with Web 1.0 communication tools such as email.
Which of the following describe User 1.0 individuals on the Internet?
they passively read web pages; Email is their primary tool for online communication.
The primary reason for building such relationships is
to improve the corporation's reputation and credibility.
When contributing an individual blog to a business intranet, the ideal posting frequency to attract the most followers is
two to three times per week
When contributing an individual blog to a business intranet, the ideal posting frequency to attract the most followers is
two to three times per week.
Meta messages are the ______ messages decoded by others from someone's online presence.
underlying essential
What are announcements?
updates, notices, and other correspondences that apply to a group of employees and/or customers
Which of the following are not productive or effective in online discussion forums?
using strong, declarative language, ignoring competing points of view, voicing complaints
Which of the following are not productive or effective in online discussion forums?
voicing complaints ignoring competing points of view using strong, declarative language
Which of the following are not productive or effective in online discussion forms?
voicing complaints; using strong, declarative language; ignoring competing points of view.
Web 2.0
what emerged as the read-write web, where users interact extensively with web pages by authorizing content, expressing opinions, and customizing and editing web content among other things.
Communication tools for Web 2.0 include which of the following?
wikis social networks podcasts
The most effective business social media tools all include the extensive use of which of the following?
written communication.
After coming to an understanding concerning your company's brand and brand message, which of the following should you do before you start telling your company's story as part of public relations?
you should know the company's strategy for promoting various products and services.
Building a personal brand on a social media platform in a business environment:
- Display your credibility - Further your career
These team and project blogs are also excellent for sharing success stories to
build and shape organizational and team culture.
In the AIDA approach, after gaining attention, the next step is to
build interest and curiosity. In the AIDA approach, after gaining attention, the next step is to build interest and curiosity.
Which of the following are included in a social network profile?
current projects, job title, email address
Social media facilitate which of the following for business professionals?
ongoing learning about their company, gaining insights into best work practices
Communication tools for Web 2.0 include which of the following?
podcasts, social networks, wikis
Which of the following messages generally takes the least time to complete?
routine messages Since you will send and receive so many routine messages in any given business day, one of your primary goals is efficiency: You need to produce credible messages quickly. Typically, completing routine messages requires less time than other types of business messages.
For individuals who use social media in a business environment, one major risk is
the loss of credibility.
Which of the following are positive aspects of social media use in a professional environment?
less need to travel for face-to-face meetings greater responsiveness between businesses and clients more effective team communication
To facilitate the use of contributions to blogs and wikis, ______ should be provided.
links to relevant files
The challenges to business professionals of using social media in the workplace are
lower productivity. blurred boundaries between professional and private lives.
When businesses employ social networking as part of their culture, employees should take which of the following steps?
make consistent contributions reply to comments
Social media facilitates which of the following for business professionals?
ongoing learning about their company gaining insights into best work practices
Which of the following are potential effects of the wikis on businesses?
supporting a culture of straightfowardness, assisting employee participation in decision making, encouraging corporate openness.
Which of the following are contributing to the blurring of professional and private lives on social media?
the ability to communicate from nearly any location about nearly anything the variety of communication devices that are widely available the ability to communicate with nearly anyone at nearly anytime
As the Social Age area has taken hold, communication technologies have changed faster than
the culture of the workplace
Because of profiles included on business social networks, employees who do not know each other personally often feel more _____________ than they would using only email.
Connected
Corporate blogs are used for public relations, which in turn serves to build relationships with people. The primary reason for building such relationships is:
-To improve the corporations reputation and credibility
The following are not productive or effective in online discussion forums:
-Voicing complaints -Ignoring competing points of view -Using strong, declarative language
Of the following, the most effective way of telling external stakeholders the story about a company is through
blog posts.
Which of the following forms of social media are the most appropriate for use in business?
blogs forums
In business social software, dashboards serve as a
center of communication.
Which of the following is the primary goal of blogs for organizations?
effective public relations
Blog posts enable company managers to
inform their teams about announcements and updates.
When using business social media, awareness of boundaries means observing the separation between
the professional and the private.
Corporate blogs are used for public relations, which in turn serves to build relationships with people. The primary reason for building such relationships is
to improve the corporation's reputation and credibility.
Using blogs and wikis in a business setting has which of the following objectives?
to offer something of worth to others to enhance efficiency of working relationships
Web 2.0 introduced web pages that
were highly interactive.
In the press-release style for a blog post, the first paragraph of the story should answer the basic questions of ___.____.____. where and why
who, what, when
Positive meta messages when establishing a credible online reputation:
Integrity, compassion, and expertise
The online experience of User 2.0 individuals includes which of the following?
Internet connection is continuous. Online content is created and modified. Communication tools are primarily peer-to-peer programs.
A benefit of communities of practice for a business professional is:
Learning from other professionals
When experiencing a difference of opinion with others in a business social media context, which of the following actions should you take?
Maintain a pleasant attitude.
A professional personal brand focuses on highlighting which of the following?
areas of proficiency professional characteristics credibility
When sharing files, a businessperson should be careful to do which of the following?
ask colleagues for input on formulating a sharing files protocol add only constructive comments organize files by project
A good member of a business social network community is expected to take which of the following actions?
assist others when asked respond positively to others' requests
In a business environment, blogs facilitate the sharing of which of the following among business professionals?
experiences ideas knowledge
Which of the following are positive meta messages when establishing a credible online reputation?
expertise compassion integrity
Which of the following are components of the press-release style for blog posts?
headline contact information dateline
Blog posts enable company managers to:
inform their teams about announcements and updates
Communication tools for Web 2.0 include which of the following?
podcasts social networks wikis
Which of the following are acceptable topics for blogs published on a business social media platform?
project goals business expertise
In the press-release style for a blog post, the story should answer the basic questions of _________________, ___________________, _______________, where, and why.
who, what, when
The following online actions can mar a personal brand and business reputation:
-A careerist meta message -Erroneous comments -Online spin doctoring
The challenges facing business professionals of using social media in the workplace are:
-Blurred boundaries between personal and private lives -Lower productivity
The online experience of user 2.0 individuals include:
-Communication tools are primarily peer-to-peer programs. -Internet connection is continuous. -Online content is created and modified.
Traditionally, most business blog posts were authored by one or a few individuals, but increasingly, ________________ are writing blogs.
Professional groups and company teams
Communities of practice are groups focused on:
Shared activities
Project blogs are primarily used to share informations about projects among ______________.
Short-term teams
True or false: In most companies that sponsor blogs or wikis, participation is fairly low.
True
After coming to an understanding concerning your company's brand and brand message, what should you do before you start telling your company's story as part of public relations?
You should know the company's strategy for promoting various products and services.
After coming to an understanding concerning your company's brand and brand message, which of the following should you do before you start telling your company's story as part of public relations?
You should know the company's strategy for promoting various products and services.
Currently evolving social network platforms are known as:
Enterprise 2.0 platforms
Which of the following are characteristics of Web 2.0 communication tools?
personally customizable interactivity social focused
In the business environment, corporate blogs can be written by
senior executives. individuals. company teams.
As other members who are part of your business social media see that you respond and help others on the social media, you can specifically expect that
some of them will respond and help you.
Characteristics of Web 2.0 communication tools:
-interactivity -social focused -personally customizable
The boilerplate comes after the blog story and briefly explains what?
Background about the company
One effective way of telling stakeholders the story about a company is through _____________.
Blog posts
In business social software, dashboards serve as a:
Center of communication
Which of the following are characteristics of the Social Age?
Communication between people is networked. Teamwork is not limited by boundaries. Problems are addressed by groups.
Which of the following should you do on your own professional blogs?
Maintain a professional but fun and helpful tone. Make certain that your content is accurate.
Which of the following statements about writing blog posts for external audiences are true?
Many professionals use blogs to facilitate personal branding. Blogs are an effective way to share the story of your organization with stakeholders.
Which of the following are potential uses for profiles on social networking platforms found in businesses?
access to information on business professionals with common interests increased ability to locate an employee with specific knowledge
Which of the following are key attributes of effective social media messages for businesses?
affability honesty genuineness
During the Web 1.0 era, web pages on the Internet had which of the following qualities?
They allowed limited to no user interaction. They were read-only.
In business social software, dashboards are useful for which of the following reasons?
They are customizable. They can provide information about your coworkers. They can increase work efficiency.
Building a personal brand on a social media platform in a business environment can
further your career. display your credibility.
Businesses that use social media face which of the following risks?
-Business hierarchy might be undermined by employees. -Employee comments might negatively impact a company's reputation. -Private information might be made public.
Which of the following is a helpful guideline for formatting tables?
Arrange entries in ascending or descending order. Entries should be ordered appropriately (alphabetical or numerical order of categories, or ascending or descending order of values of comparison).
Octavio wants to compare the gross national product for six different countries for the year 2010. How should he display the data?
Bar charts are useful for comparing amounts or quantities. The bar chart, with its many forms, is the most versatile chart since it can be used to compare many types of data.
Which of the following statements about bar charts is true?
Bar charts are more versatile than pie charts and line charts. Bar charts are useful for comparing amounts or quantities. The bar chart, with its many forms, is the most versatile of these charts since it can be used to compare many types of data.
Which of the following should you do on your own professional blogs?
Make certain that your content is accurate, Maintain a professional but fun and helpful tone.
Which of the following are challenges faced by companies incorporating Web 2.0?
Older employees tend to be tied to Information Age values.
Which of the following is an accurate statement about messages that provide directions?
Since describing step-by-step procedures is so specific, insufficient detail can frustrate readers. Messages that provide directions share many similarities with those that set expectations. Since describing step-by-step procedures is so specific, insufficient detail can frustrate your readers. For routine matters, you are generally safe reviewing your own work and making sure it is complete. For more technical and complicated procedures, make sure you have several people test the procedures to find where you can better clarify the steps involved.
The ______ Age is an era in which people engage in networked communication, collaborate across boundaries, and solve problems communally.
Social
Ideally, only about 20 percent of business social media content should be
Supportive comments
A complete business networking social profile can result in increased ____________ among colleagues in a business organization.
Teamwork
Which statement correctly compares the rate that technology changes to the rate that workplaces change?
Technology can change in a matter of months, while workplaces sometimes take decades to change. Even though the communication technologies that have paved the way for the Social Age are changing rapidly (in months and years), workplace culture is relatively slow to change (in years and decades).
As the Social Age era has taken hold, communication technologies have changed faster than
The culture of the workplace
Which of the following describe User 1.0 individuals on the Internet?
They passively read web pages, email is their primarily tool for online communication
During the Web 1.0 era, web pages on the internet had which of the following qualities?
They were read-only, they allowed limited to no user interaction
True or False: Profiles as part of enterprise social software systems are similar to those on Facebook and Linkedin
True
Simone posted a question on her company's discussion forum about selecting a venue for the annual sales meeting. She noted that the venue would need to accommodate 200 people and include lodging in addition to conference rooms. Simone asked for input and ideas. Which of the following is the most appropriate response?
"I have heard great things about Skamania Lodge. They host a lot of conferences and can accommodate up to 500."
Currently evolving social networking platforms are known as
Enterprise 2.0 platforms.
Enterprise 2.0 companies make use of the following on the internet:
-Common online workspaces -Private message systems -Social networking features
The online experience of User 2.0 individuals includes which of the following?
-Communication tools are primarily peer-to-peer programs. -Online content is created and modified. -Internet connection is continuous.
Which of the following describe User 1.0 individuals on the Internet?
-Email is their primarily tool for online communication. -They passively read web pages.
The online experience of users 1.0 individuals include:
-Email is their primary tool for online communication -They passively read web pages
Key attributes of effective social media messages for businesses:
-Genuineness -Affability -Honesty
What are effective techniques for increasing people's ability to find an individuals blogs and wikis?
-Labeling blogs -Indexing blogs -Tagging entries
Social media facilitates the following for business professionals:
-Ongoing learning about their company -Gaining insights into best work practices
Characteristics of the Social Age:
-Problems are addressed by groups. -Communication between people is networked. -Teamwork is not limited by boundaries.
Traditionally, most business blog posts were authored by one or a few individuals. Increasingly, however, ______ are writing blogs.
-Professional groups -Company teams
The following are ways to make use of social reading platforms:
-Read important articles and posts -Use hashtags or topical searches to track information -Praise other people's contributions
Which of the following are characteristics of the Social Age?
-Teamwork is not limited by boundaries. -Communication between people is networked. -Problems are addressed by groups.
Common uses of team and project blogs in a business environment:
-Telling stories of success related to a project -Communicating updates and announcements -Facilitating discussions to solve a problem
Kurt's team has been using the online forum discussion to communicate about project A, which the team has been working for four months. What two things would have been the most helpful to the team in producing quality work?
-The team met in real time to work through difficult points. -Each member of the team participated regularly.
The following are contributing to the blurring of professional and private lives on social media:
-The variety of communication devices that are widely available -The ability to communicate with nearly anyone at nearly anytime The ability to communicate from nearly any location about nearly anything
In business social software, dashboards are useful for which of the following reasons?
-They can provide information about your coworkers. -They are customizable. -They can increase work efficiency.
During the Web 1.0 era, web pages on the Internet had which of the following qualities?
-They were read-only. -They allowed limited to no user interaction.
Which of the following are included in a professional social network profile?
-a job title -current projects -contact information
When sharing files, a businessperson should be careful to do which of the following?
-ask colleagues for input on formulating a sharing files protocol -organize files by project -add only constructive comments
When businesses employ social networking a part of their culture, employees should take which of the following steps?
-make consistent contributions, interact with others, reply to comments
Which of the following are positive aspects of social media use in a professional environment?
-more effective team communication -less need to travel for face-to-face meetings -greater responsiveness between businesses and clients
Using blogs and wikis in a business setting has which of the following objectives?
-to offer something of worth to others -to enhance efficiency of working relationships
Social media facilitates which of the following for business professionals?
-ongoing learning about their company -gaining insights into best work practices
Enterprise 2.0 companies make use of which of the following on the Internet?
-private message systems -common online workspaces -social networking features
The primary uses of microblogs in a business environment include which of the following?
-providing immediate information -sharing announcements -facilitating quick replies to questions
Which of the following are ways to make use of social reading platforms?
-read important articles and posts -use hashtags or topical searches to track information -praise other people's contributions
Appropriate information to include in the boilerplate, or positioning statement, includes which of the following?
-what distinguishes the company from its competitors -the company's customers -the company's products and services
When contributing an individual blog to a business intranet, the ideal posting frequency to attract the most followers is
2 to 3 times per week.
Microblogs are entries that typically contain _____________.
A few sentences
Microblogs feature entries that are limited to _______ at most.
A few sentences
Which of the following is a helpful guideline for formatting bar charts?
Bars should be arranged in ascending or descending order in most cases.
Bill is new to the team. He has been told that the team uses the online discussion forum frequently in their communications. What should Bill do to communicate effectively with his new team members?
Bill should read his peers' comments completely and carefully, use flexible open and inviting language.
Bob, an art dealer, is writing a post for his own professional blog. His latest blog post is about a new mixed-media artist who will soon have a show at Bob's gallery. Which of the following should Bob be sure to include in his post to enhance his credibility?
Bob should provide information about the artist and the show at the beginning. Bob should provide hyperlinks to provide additional information on the artist.
Businesses that use social media face which of the following risk?
Business hierarchy might be undermined by employees, private information might be made public, employee comments might negatively impact a company's reputation.
Co-workers and clients can learn which of the following about you when you provide a complete profile on a business social networking site?
Career background, pertinent activities, relevant skills
In business social software, dashboards serve as a
Center of communication
Traditionally, most business blog posts were authored by one or a few individuals. Increasingly, however, ______ are writing blogs.
Company teams Professional groups
In a case study, psychologists found that horse racing fans become more confident that their horses would win after placing a bet. Which principle of influence does this example illustrate?
Consistency is based on the idea that once people make an explicit commitment, they tend to follow through or honor that commitment. In other words, they want to stay consistent with their original commitment.
Kurt's team has been using the online discussion forum to communicate about Project A, which the team has been working on for 4 months. Which two of the following would have been the most helpful to the team in producing quality work?
Each member of the team participated regularly; the team met in real time to work through difficult points.
Jamal's company is committed to using its social networking platform. Which of the following is a guideline that Jamal should follow?
Focus on work projects and goals. Blogs and wikis are collaborative tools. They are intended to help you work more effectively with your team members, other colleagues, and clients. Focus on your work projects, meetings, shared goals, experiences, and expertise and knowledge.
Simone posted a question on her company's discussion forum about selecting a venue for the annual sales meeting. She noted that the venue would need to accommodate 200 people and include lodging in addition to conference rooms. Simone asked for input and ideas. Which of the following is the most appropriate response?
I have heard great things about Skamania Lodge. They host a lot of conferences and can accommodate up to 500.
Which of the following is the most effective technique to use when making a claim?
Lay out a logical explanation of the claim. Claims are requests for other companies to provide compensation for or correct the wrongs or mistakes they have made. As with other requests, you should immediately state what the claim is and what you expect the company to do for you. You also will provide a rationale for your claim in the body of the message and close with a call to action—a specific request. Lay out a logical, reasonable, and professional explanation for your claim. Emotional claims are far more likely to be rejected. Remember that you will often work with the same people again and again. Be polite and focus on the long-term working relationship.
What are the recommended levels and types of comments for high performing business teams on business social media platforms?
Most comments should be directly related to work, followed by 15 to 20 percent supportive comments, and the remaining comments mostly social.
______________ is a challenge faced by companies incorporating Web 2.0.
Older employees tend to be tied to Information Age values
Which of the following are challenges faced by companies incorporating web 2.0 ?
Older employees tend to be tied to Information Age values.
Which of the following is a challenge faced by companies incorporating Web 2.0?
Older employees tend to be tied to Information Age values.
Which of the following is a challenge faced by companies incorporating Web 2.0?
Older employees tend to be tied to Web 1.0 values.
On business social media, business professionals are likely to be regarded as self-promoters if they ___________ the skills and interests they possess.
Overemphasize
Peter wants to create a chart that shows how market share is divided among the top companies in his industry. Which should he use?
Pie charts are useful for illustrating how a whole is divided into pieces or proportional segments.
Chapter 8
Practice Quiz
Chapter 9
Practice Quiz
__________________ are an excellent way of finding people within an organization with needed expertise or shared professional interests.
Profiles
Which of the following guidelines should people who maintain professional blogs follow in order to be responsive to their readers?
Read the comments to learn reader concerns. Stay responsive to your readers' comments. You can often learn what your readers are looking for by sifting through comments.
Why is it important to manage permissions and only let the correct people have access to files?
Shared files often contain sensitive and confidential information.
Why is it important to manage permissions and only let the correct people have access to shared files?
Shared files often contain sensitive or confidential information.
Cara has been participating in her company's social networking platform for a while. Which behavior is her supervisor most likely to ask her to change?
She often inquires about her colleagues' personal lives. The division between professional and personal lives is becoming increasingly blurred. Stay observant about where your colleagues draw lines to separate their personal lives from work.
Which of the following is a helpful guideline for formatting line charts?
The scale should be about two-thirds of the range included in the charts. Formatting Guidelines for line charts are: 1. Scale should be about two-thirds of the range included in the chart. 2. Series names should be placed on or attached directly to lines. 3. Only four or fewer data series (lines) should be included.
The following are contributing to the blurring of professional and private lives on social media:
The variety of communication devices that are widely available, The ability to communicate with nearly anyone at nearly anytime, The ability to communicate from nearly any location about nearly anything
Social media can assist business professionals in gaining regular knowledge about which of the following?
Their employers Their field Their industry
Social media can assist business professionals in gaining regular knowledge about which of the following?
Their field Their industry Their employers
Social media can assist business professionals in gaining regular knowledge about which of the following?
Their field, their industry, and their employers
Social media can assist business professionals in gaining regular knowledge about:
Their field, their industry, and their employers
Which of the following describe User 1.0 individuals on the Internet?
They passively read web pages. Email is their primarily tool for online communication.
During the web 1.0 era, web pages on the internet had which of the following qualities?
They were read-only, they allowed limited to no user interaction
Microblogs are mainly tools for
broadcasting announcements and urgent information.
When contributing an individual blog to a business intranet, the ideal posting frequency to attract the most followers is:
Two to three times per week
Communication tools for the Web 2.0 include which of the following?
Wikis, Social Network, Podcast
Which of the following statements is most true of a routine request?
Your tone should be direct but not bossy or domineering. Routine requests involve cases where you expect little or no resistance from message recipients. Like all routine messages, routine requests should contain clear and specific subject lines, often stating the entire request. When working with superiors, be careful about setting deadlines. Even in today's flatter organizations, being bossy to the boss can be counterproductive.
Fumiko, who works in accounting, wants her online presence to signal that she is a business professional. What would be the best profile picture to use?
a photograph of her smiling face
Jessica wants to get ahead in her career, so she has a professional blog. Which of the following posts is most likely to damage her reputation?
a story about how much fun she and her coworkers had visiting bars after the annual sales meeting
To be able to craft messages that persuade people to modify their ideas or actions, you need to spend a significant amount of time
analyzing the audience. To convince others to modify their own ideas and accept yours, you need to show that you care about them and that your ideas fit into their interests. Therefore, audience analysis is an important step.
When a company has a public relations department, that department's job is to influence
anyone who contributes to the company's success or failure. Public relations has been defined as "the management function that establishes and maintains mutually beneficial relationships between an organization and the various publics on whom its success depends." In other words, public relations is fundamentally about building relationships with employees, customers, communities, the media, and other stakeholders.
Members of a network can also use microblogs to
ask questions that need immediate responses.
A good member of a business social network community is expected to take which of the following actions?
assist others when asked
A good member of a business social network community is expected to take which of the following actions?
assist others when asked.
Harry is brand-conscious and has been very loyal to Revy Jeans. Leroi is a famous Hollywood star who is Harry's idol. Leroi signs an endorsement deal with Ace, a company that sells jeans, and starts appearing in the company's advertising. After seeing these ads, Harry shifts his loyalty from Revy Jeans to Ace. Which principle of influence has affected Harry?
authority Authority is a principle of influence whereby people follow authority figures. The number of celebrity endorsements in advertising is evidence of how authority can impact persuasion.
The boilerplate comes after the blog story and briefly explains what?
background about the company
Of the following, the most effective way of telling stakeholders the story about a company is through
blog posts
One effective way of telling stakeholders the story about a company is through
blog posts.
Which of the following are positive meta messages when establishing a credible online reputation?
compassion integrity expertise
In the context of mass sales messages, what is the last step in the AIDA approach?
call to action The model used most successfully for mass sales messages is the AIDA approach: attention, interest, desire, and action. This approach begins and ends like other persuasive messages; it must first gain attention and it should end with a specific call to action.
The part of a claim that makes a specific request of the recipient is known as a
call to action. Claims are requests for other companies to provide compensation for or correct the wrongs or mistakes they have made. As with other requests, you should immediately state what the claim is and what you expect the company to do for you. You also will provide a rationale for your claim in the body of the message and close with a call to action—a specific request.
The use of social media in companies
causes confusion over which communication channels to use. Social media present many challenges and risks. The primary challenges are cultural. The abundance of communication channels causes confusion over which communication channels to use.
What is the most time-consuming part about setting up a social reader?
choosing the most helpful mix of information
Wikis
collections of pages that anyone with approved access can edit, thus lending themselves to collaborative writing.
What rapidly changing factor has led to the Social Age in business?
communication technology
Project blogs are primarily used to share information about projects among
company teams.
Before posting on social media, business professionals should be aware of their
company's policies regarding the use of social networking websites.
Because of profiles included on business social networks, employees who do not know each other personally often feel more ___ than they would using only email.
connected
Because of profiles included on business social networks, employees who do not know each other personally often feel more ______ than they would using only email.
connected
Which of the following are components of the press-release style for blog posts?
contact information dateline headline
Which of the following would a company consider an unethical use of social media by its employees?
criticizing a supervisor by name after receiving a poor review
Which of the following would a company consider an unethical use of social media by its employees?
criticizing a supervisor by name after receiving a poor review Much more than your online reputation is at stake with social media use. The reputation and performance of your company is at stake as well. Criticizing a supervisor by name on social media is an attempt to damage that person's reputation and the reputation of the company.
Business that use social media face which of the following risks?
employee comments might negatively impact a company's reputation, business hierarchy might be undermined by employees, private information might be made public
Which of the following are at stake in the statements and actions of business professionals on social media?
employee personal standing, and employer reputation
Which of the following are at stake in the statements and actions of business professionals on social media?
employee personal standing, employer reputation.
Meta messages are the ___ messages decoded by others from someone's online presence
essential, overall
Building a personal brand on a social media platform in a business environment can
establish meta messages about yourself, further your career.
When statements in a business message contain full and unambiguous meaning, the business message is said to be
explicit Most business writing is direct and explicit. It is direct in that you begin with a main idea or argument and then provide the supporting reasons. It is explicit in that nothing is implied; statements contain full and unambiguous meaning.
Routine messages should be direct and
front-loaded. The most important planning step is message structuring. Since routine messages are so common and your readers are likely overloaded with many other messages and tasks, your primary challenge is to make sure your readers pay attention. Therefore, your message should be direct and front-loaded.
Which of the following is the first task of most persuasive messages?
gaining attention The first task of most persuasive messages is to gain the attention of your readers. You can do this in a variety of ways, including asking a rhetorical question, providing a compelling or interesting fact, revealing a compelling statistic, issuing a challenge, or posting a testimonial.
A recent survey of corporate intranet use showed that most organized (53%)
have blogs on their intranets.
Which of the following are key attributes of effective social media messages for businesses?
honesty, genuineness, affability.
Internal persuasive messages are typically used to promote
ideas Internal messages more often focus on promoting ideas, whereas external messages more often focus on promoting products and services. Also, internal persuasive messages tend to be slightly more direct and explicit, and they tend to be based on logical appeals.
In the case of an email that is a routine message, where should you place the primary message to capture attention?
in the subject line Since routine messages are so common and your readers are likely overloaded with so many other messages and tasks, your primary challenge is to make sure your readers pay attention. Therefore, your message should be direct and front-loaded. The primary message should have ten words or fewer, and you should typically place it in the subject line of your email to immediately capture attention.
Wikis provide the greatest return on
investment.
In the AIDA approach, "I" stands for
interest. The model used most successfully for mass sales messages is the AIDA approach: attention, interest, desire, and action.
As the Social Age takes hold in business, many larger companies are putting ______ in place.
intranets
In a business environment, blogs facilitate the sharing of which of the following among business professionals?
know-how, knowledge, proposals.
In a business environment, blogs facilitate the sharing of which of the following among business professionals?
knowledge ideas experiences
Which of the following reputations is a result of sending the meta message, "You can always count on me"?
loyal and committed The meta messages, or overall and underlying messages that others decode from your online communications, become one basis for your online reputation. The meta message "You can always count on me" translates to a reputation of being loyal and committed.
Social networking, blogs, wikis are among the
most valuable tools in terms of productivity gains, reduction in IT costs, and increase in revenues.
Which of the following is an important element of an apology?
offering commitments Typically, an apology includes the following elements: acknowledgment of a mistake or an offense, an expression of regret for the harm caused, acceptance of responsibility, and a commitment that the offense will not be repeated. Effective apologies should be timely and sincere.
A reputation for being fun-loving will be sought-after in the ______ domains.
personal and private Meta messages and reputations are grouped into four areas: personal and private; professional and private; personal and public; and professional and public. In each domain of your online communications, you should think about the meta messages you would like to send so that you build a credible reputation. A reputation for being exciting and fun-loving will be sough-after in the personal and private domain.
Which of the following are characteristics of Web. 2.0 communication tools?
personally customizable, interactivity, social focused
A professional personal brand focuses on highlighting which of the following?
professional characteristics, areas of proficiency, credibility.
When posting on social media, business professionals should avoid which of the following actions?
publicly releasing data that is supposed to be nonpublic; creating conflict by taking positions that contradict their employers; reacting to negative online posts about their employer.
The term ______ refers to the reasons why your product, service, or idea really benefits your readers.
rationale Once you have stated the need, you may describe your solution, which is a recommended product, service, or idea. Many readers will remain skeptical unless you provide convincing support. To do this, you will need to provide a strong rationale, meaning solid reasons why your product, service, or idea really benefits them.
Bill is new to the team. He has been told that the team uses the online discussion forum frequently in their communications. What should Bill do to communicate effectively with his new team members?
read his peers' comments completely and carefully; use open, flexible, and inviting language.
When stakeholders judge whether the communications and actions of an organization match their needs and interests, they are evaluating the organization's
reputation According to the Institute for Public Relations, corporate reputation "is an intangible asset that allows the company to better manage the expectations and needs of its various stakeholders, creating differentiation and barriers vis-à-vis its competitors.
In the business environment, corporate intranet-based individual blogs are primarily written by
senior executives
In the business environment, corporate intranet-based individual blogs are primarily written by
senior executives.
Corporate blogs are used for public relations, which in turn
serves to build relationships with people.
Project blogs are primarily used to share information about projects among
short-term teams
Project blogs are primarily used to share information about projects among
short-term teams.
Microblogs (for example, Twitter)
shorter blogs that contain just a few sentences, are part of most enterprise social networking platforms.
Web 2.0 communication tools are often referred to as
social media. Web 2.0 communication tools, often referred to as social media, include social networks, blogs, wikis, gaming, podcasts, and information tagging.
The principle of influence known as reciprocation refers to the idea that people
tend to feel obligated to return favors. Reciprocation is a principle of influence based on returning favors. As defined by Dr. Robert Cialdini, "We should try to repay, in kind, what another person has provided us."
What are the two most common formats for public relations messages placed on a company blog?
the press release and the op-ed piece The two most common formats for public relations messages placed on a company blog are the press release and the op-ed piece.
The evolution of the Internet during the past 15 years from Web 1.0 to Web 2.0 platforms is
the primary driver of the Social Age.
Using blogs and wikis in a business setting has which of the following objectives?
to offer something of worth to others; to improve a professional reputation; to enhance efficiency of working relationships.
Wikis dedicated to which of the following uses can be found in a business setting?
updating company policies, providing references data, sharing project reports
In the press-release style for a blog post, the story should answer the basic questions of
who, what, when, where, and why.
Communication tools for Web 2.0 include:
wikis, podcasts, and social networks
Which of the following are acceptable topics for blogs published on a business social media platform?
work meetings, project goals, business plans
Which of the following are appropriate uses of business social network profiles?
working better together with colleagues, exchanging ideas with coworkers
However, even though the communication technologies that have paved the way for the Social Age are changing rapidly (in months and years),
workplace culture is relatively slow to change (in years and decades).
Increasingly, teams and other professional groups
write blogs.
The most effective business social media tools all include the extensive use of which of the following?
written communication
When writing to customers, which of the following voices will force you to consider their needs and wants?
you-voice Writing in the you-voice to customers is more than just a stylistic choice. It forces you to consciously consider the readers' needs and wants.
You can help readers feel that your message impacts them on a personal level by combining specificity with
you-voice. One of the primary strategies you can use to personalize persuasive messages is your selection of voice—either you-voice, we-voice, I-voice, or impersonal voice. You often can achieve a tangible feel by combining you-voice with specificity. Making something tangible implies that readers can discern something in terms that are meaningful to them, that they can sense the impact on a personal level.