bcom exam 2 review

________ track(s) the online behavior of website visitors and serve(s) up ads based on what their interests appear to be. A) Implied claims B) Hashtags C) Demographics D) Behavioral targeting E) Psychographics

D) Behavioral targeting

To ensure successful messaging, A) incorporate acronyms whenever possible. B) create lengthy and detailed messages. C) replace long words with commonly used emojis. D) adjust the formality and tone to match the situation. E) use teasers to entice the reader to continue reading the message.

D) adjust the formality and tone to match the situation.

An advertisement stating that a new product offers "freedom and comfort along with $20 savings per month" is using A) an emotional appeal. B) an analogy. C) an inductive appeal. D) both logical and emotional appeals. E) circular reasoning.

D) both logical and emotional appeals.

You can use a ________ to recap your career, with a focus on your increasing levels of responsibility and performance. A) career objective B) qualifications summary C) trend analysis D) career summary E) keyword schedule

D) career summary

The tone of social media communication should be A) informal and extremely casual. B) assertive. C) upbeat. D) informal but still professional. E) detached.

D) informal but still professional.

Using white space in a document A) is considered "cheating." B) is only an option when you can't use color. C) makes your document look unappealing. D) provides visual contrast. E) is helpful when you lack adequate information.

D) provides visual contrast.

Many changes made to improve clarity will also improve A) production quality. B) tone. C) consistency. D) balance. E) conciseness.

E) conciseness.

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________ information includes age, gender, occupation, income, and education. A) Demographic B) Stenographic C) Psychographic D) Persuasive E) Direct

A) Demographic

When writing your résumé, A) use strong action verbs. B) use only compound sentences. C) use the word "I" as often as possible. D) be repetitious when talking about skills and abilities. E) avoid listing volunteer work.

A) use strong action verbs.

A(n) ________ includes items such as your name, title, company, and contact information at the end of your email messages. A) email thread B) email signature C) subject line D) salutary close E) email letterhead

B) email signature

Which of the following is considered to be an essential part of your potential quality as a new hire? A) Perceived ability B) Salary and benefits package C) Connections D) Interviewing skills E) Originality

A) Perceived ability

When you are preparing to write routine replies and positive messages, what should you identify first? A) The single most important idea B) All necessary supporting details C) How to balance positive information with negative news D) Potential areas of doubt E) How to create a supportive and thoughtful tone

A) The single most important idea

Conventional marketing or sales messages that following the AIDA model begin with an effort to gain the audience's A) attention. B) money. C) interest. D) cooperation. E) order.

A) attention.

If you have mildly disappointing information to deliver as part of a positive message, you should A) put the negative information in a favorable context, if possible. B) simply omit it from the message. C) put the negative information first. D) put the negative information last. E) use humor to suggest the outcome is not too bad.

A) put the negative information in a favorable context, if possible.

Before writing your résumé, it might be helpful to think about A) the "story of you," including what you're passionate about, your abilities, and so forth. B) potential employers and asking for interviews. C) promising businesses that might have openings. D) the fact that you will have little to no control. E) how to update your online presence, including Facebook and LinkedIn sites.

A) the "story of you," including what you're passionate about, your abilities, and so forth.

When preparing a formal podcast, you should use the completing step of the three-step writing process to A) combine multiple audio or video signals. B) revise your script and think through your notes. C) filter out extraneous noise. D) add transitions and review cues. E) create a carefully developed script.

B) revise your script and think through your notes.

In a positive message, you should expand on your point in A) the introduction. B) the body. C) the close. D) all three, since repetition is the key to getting the message across. E) none of the above, allowing the reader to figure it out on his or her own.

B) the body.

Which of the following is an example of psychographics? A) Age B) Occupation C) Lifestyle D) Income E) Education

C) Lifestyle

Which of the following is considered to be the most important website to incorporate in your job search? A) Facebook B) The employers C) LinkedIn D) Monster E) Industry blog sites

C) LinkedIn

Which of these items should never be included on a résumé sent to U.S. companies? A) Home address B) Volunteer activities C) Marital status D) Military service E) Language skills

C) Marital status

________ is the attempt to change an audience's attitudes, beliefs, or actions. A) Deception B) Sales C) Persuasion D) Trickery E) Marketing

C) Persuasion

The benefits of a product can be A) logical but not emotional. B) anticipated. C) both logical and emotional. D) demographic in nature. E) psychographic in nature.

C) both logical and emotional.

Most job openings are A) advertised in the newspaper. B) posted on Craigslist or Monster. C) never advertised to the general public. D) senior positions that require years of experience. E) entry level.

C) never advertised to the general public.

Most routine messages and replies have a ________ tone. A) guarded B) relational C) supportive D) dogmatic E) negative

C) supportive

If you're responding to a claim and your company is at fault, it is best to A) avoid sympathizing with the customer, since it can lead to lawsuits. B) do all you can to discourage further correspondence. C) take (or assign) personal responsibility for setting matters straight. D) be vague about when the claim may be resolved. E) wait at least two weeks before you respond.

C) take (or assign) personal responsibility for setting matters straight.

When using persuasion to sell a product or an idea, the goal is A) to let the audience know this is the best choice possible. B) to explain to the audience what will happen if they make a different choice. C) to present your offering in the best possible light. D) to explain how your offering is superior to all others. E) to offer the best price based on quality.

C) to present your offering in the best possible light.

AIDA stands for A) appeal, indirect, direct, action. B) anticipate inquiry in doing adjustments. C) assume, insist, describe, act. D) attention, interest, desire, action. E) assess, inform, decide, anticipate.

D) attention, interest, desire, action.

When you have two or more similar ideas to express in writing, use parallelism to A) show that the ideas are related. B) show that the ideas are of unequal importance. C) show that the ideas are redundancies. D) eliminate overly long words and phrases. E) incorporate infinitives.

A) show that the ideas are related.

Which of the following will help you use email effectively? A) Maintain a high level of formality. B) Avoid sending long, complex messages. C) Assume the email will be read on a large screen. D) Use all caps to bring attention to critical information. E) Use as many acronyms as possible.

B) Avoid sending long, complex messages.

Skillful writers use informative headings and subheadings to A) conceal the basic structure of the document. B) help readers find information they need to read or skip. C) add a decorative flair to mundane documents. D) take up space so the document doesn't look too short. E) simply identify topics covered in the document.

B) help readers find information they need to read or skip.

Word combinations such as basic fundamentals, anonymous stranger, and future plans are examples of A) predicates. B) redundancies. C) split modifiers. D) camouflaged verbs. E) parallel terms.

B) redundancies.

All digital messages A) generally require less care than other messages, since messages are temporary and easily deleted. B) should be written with the assumption that they could be stored forever. C) should always be less formal in business than messages in other media. D) should be replaced with IM whenever possible. E) are a productive tool to gain access to anyone in the organization.

B) should be written with the assumption that they could be stored forever.

As you consider how to distribute a message, think about convenience, which includes ________. A) when the audience will receive the message B) the audience's ability to access and use the material you send C) the security of the computer the file is being sent on D) the ability to include virus protections E) the nonverbal message you send based on printing and binding costs

B) the audience's ability to access and use the material you send

To evaluate the content of a message, ask yourself A) if the tone is right for the specific audience. B) if the most important ideas receive the most space. C) if all information is relevant to the audience. D) if details are grouped logically. E) if the message is convincing.

C) if all information is relevant to the audience.

Readability indexes are designed to measure a variety of points including A) "you" attitude. B) clear sentence structure. C) paragraph length. D) smooth transitions. E) proper word usage.

C) paragraph length.

When you begin the ________, focus your attention on content, organization, style, and tone. A) production process B) editing process C) revision process D) research process E) distribution process

C) revision process

Use headings and subheadings to A) achieve parallelism. B) identify subordinate clauses. C) focus on specific ideas. D) minimize the relationship between ideas. E) group related paragraphs together.

E) group related paragraphs together.

Messages with spelling and grammar errors create an impression of A) multitasking. B) poor autocorrecting software. C) lack of relevance. D) simple revision focus. E) poor-quality thinking.

E) poor-quality thinking.

One of the biggest benefits of posting on social media is having your followers share your message by passing it on to others, creating ________ for your post. A) message boost B) a personal brand C) a hashtag D) a podcast E) a Q&A website

A) message boost

During the proofreading process, in addition to looking for undetected mistakes from the writing, design, and layout stages, you should look for ________. A) mistakes that occurred during production B) issues that might cause distractions C) a simplified format for the document D) clean, uncluttered typeface E) balance and design clarity

A) mistakes that occurred during production

One of the reasons writers use bulleted and numbered lists is to A) simplify complex subjects. B) minimize negative key points. C) slow down the reading process. D) add decorative elements to their messages. E) extend the length of the work.

A) simplify complex subjects.

One of the reasons short paragraphs help improve the readability of business messages is because A) they are easier to develop. B) they are easier to read than long paragraphs. C) they are more time consuming to read than long paragraphs. D) they eliminate the need for transitional elements. E) they can be easily understood by a less educated audience.

B) they are easier to read than long paragraphs.

Even though some digital media at work will be similar to what you use personally, employers will have different expectations about A) collaboration. B) writing style. C) cloud computing. D) podcasting E) video use.

B) writing style.

________ headings guide readers to think in certain ways about a topic. A) Connection B) Relational C) Informative D) Descriptive E) Major

C) Informative

Because of concerns about security and viruses, most email recipients prefer to get digital documents A) as word processor files. B) as plain text within the body of email messages. C) as PDF files. D) using embedded links. E) as visuals.

C) as PDF files.

Centered type is commonly used for A) making the document easier to read. B) text paragraphs. C) headings and subheadings. D) bullet lists. E) visual aids.

C) headings and subheadings.

Before revising someone else's work, A) identify the writing style you wish to use. B) identify key points you think the writer should make. C) identify the writer's intent of the message. D) identify ways you can help the writer change the emphasis of the piece. E) identify ways to help the writer incorporate your agenda into the piece.

C) identify the writer's intent of the message.

Creating a subject line to around 50 characters or less is better because A) subject lines act as teasers and compel the audience to read more. B) ongoing discussion threads are often tracked based on subject lines. C) messages are often read on mobile devices. D) the message will be viewed as more urgent. E) the message will look more professional.

C) messages are often read on mobile devices.

Treat proofreading as a A) survey of convenience, security, and privacy issues. B) casual scan up and down the page or the screen. C) methodical procedure in which you look for specific problems. D) review of the content, organization, style, and tone of the document. E) review of spelling and grammar.

C) methodical procedure in which you look for specific problems.

When composing for digital media, focus on the principles of social media communication and use the fundamentals of ________ to improve the effectiveness of the message. A) coaching, skimming, revising B) Facebook, Twitter, and emailing C) planning, writing, and completing D) history, product, and promotion E) operations, intelligence, and relationships

C) planning, writing, and completing

Social media can help organizations better understand their target market by measuring the emotional quality of online conversations, a process known as A) communities of interest monitoring. B) teasing. C) sentiment analysis. D) social customer service. E) onboarding.

C) sentiment analysis.

For effective document design, A) fit as much material as possible on each page. B) mix different typefaces and decorative touches throughout the document. C) use restraint and strive for simplicity. D) use a one-size-fits-all approach to balance design elements. E) use bright background colors to make your message stand out.

C) use restraint and strive for simplicity.

Skilled business writers A) use long sentences to emphasize important information. B) always keep their sentences to an average length of 40 words or fewer. C) vary the length of their sentences. D) always use sentences that are between 25-30 words. E) use short sentences to slow the reading process.

C) vary the length of their sentences.

Which of the following is a type of design and layout error you might find when proofreading a document? A) Typographical mistakes B) Grammatical errors C) Browser compatibility problems D) Incorrect margins and column formatting E) Missing files

D) Incorrect margins and column formatting

Which of the following sentences is the most concisely worded? A) The project manager is in charge of furnishing specifications until such time as the project gets underway. B) All specifications should be provided by the project manager prior to the start of a project. C) Project managers have the capability of changing specifications before the official start date. D) The project manager must give the engineers the revised specifications before the project starts. E) When it comes to specifications, the project manager must certainly be the only one to change them.

D) The project manager must give the engineers the revised specifications before the project starts.

In business communication, the ________ of a message usually have the greatest impact on the readers. A) middle paragraphs B) appendix sections C) logical groupings D) beginning and ending sections E) visual aids

D) beginning and ending sections

A community of interest that forms around a specific product is sometimes called a A) social community. B) cloud community. C) company community. D) brand community. E) target community.

D) brand community.

Your communication strategy for social media used for business should include A) avoiding content curation sites. B) creating vague headlines so readers want more. C) minimizing private messaging. D) building a coherent brand. E) replacing crisis communication.

D) building a coherent brand.

To guide readers to think a certain way about a topic, use A) descriptive headings. B) parallelism. C) bullet lists. D) informative headings. E) subheadings.

D) informative headings.

When you're posting comments on social media, A) don't worry about the details of spelling and punctuation. B) avoid defining a main theme. C) use hashtags liberally and as often as possible. D) provide short chunks of information that can help others who visit the site. E) write from an objective, third-person point of view.

D) provide short chunks of information that can help others who visit the site.

Any space in a message that doesn't contain text or artwork, both in print and online, is considered to be A) ambiguous. B) unnecessary. C) neutral noise. D) white space. E) wasted.

D) white space.

Which of these is often best for conveying complex ideas? A) Short sentences B) Bullet lists C) Medium sentences D) Descriptive headings E) Long sentences

E) Long sentences

Email has less appeal for many professionals than in the past due to A) the inability to use links to redirect readers. B) the need for compelling subject lines. C) its potential use in the legal system. D) restrictive corporate policies regarding use. E) better alternative for various communication purposes.

E) better alternative for various communication purposes.

Readability indexes such as the Flesch-Kincaid index are useful when determining A) smooth transitions. B) "you" attitude. C) clear sentence structure. D) proper word usage. E) grade level and reading ease.

E) grade level and reading ease.

Unsolicited bulk emails are referred to as A) spam. B) email chains. C) phishing. D) chatbots. E) taskbots.

A) spam.

Persuasive messages often follow a specialized four-phase format called the A) PDQ plan. B) AIDA model. C) ASAP model. D) DEFF approach. E) DIELA plan.

B) AIDA model.

If you have significant or unexpected negative information in a routine reply or routine message, you should A) open with the negative information. B) use the indirect approach. C) put the negative information in a separate message. D) apologize for having to spoil the moment. E) put it at the beginning of the message.

B) use the indirect approach.

An infographic résumé uses ________ to convey a person's career development and skill set. A) storyboarding B) visual metaphors C) keyword summaries D) video E) plain-text

B) visual metaphors

________ are the most attractive features of a product. A) Desirable benefits B) Specialties C) Points of access D) Selling points E) Price points

D) Selling points

Many companies use social media to publish ________, in which they communicate directly with customers and other audiences, rather than going through news media outlets. A) cyber statements B) virtual press publications C) microcosmic news stories D) direct-to-consumer news releases E) goodwill documents

D) direct-to-consumer news releases

Which of the following uses deductive reasoning for persuasion? A) Because the stock market has been falling lately, share prices of our company stock will probably also decline. B) Because the stock price of our company fell, the entire market will probably also decline. C) Our stock price is like a marathon runner, slowly making progress towards our goal. D) As always, the stock market really affected our stock prices last week. E) Have you heard what happened to stock prices last week?

A) Because the stock market has been falling lately, share prices of our company stock will probably also decline.

Which of the following techniques can help you proofread more effectively? A) Read each page backward. B) Proofread the document as soon as you complete the draft. C) To ensure consistency, proofread long documents from beginning to end without stopping. D) Always proofread using your monitor (rather than printing out a hard copy of the document). E) Try to find all errors in one pass.

A) Read each page backward.

Which of these is an additional benefit of researching the jargon and buzzwords in a particular field? A) You can identify important keywords to use in your résumé and application materials. B) You can confirm that all companies are looking for basically the same skills. C) You can identify which firms are about to go bankrupt. D) You can identify firms that are behind the curve in terms of social media. E) You can identify the firms with the best bosses.

A) You can identify important keywords to use in your résumé and application materials.

In closing a request for a recommendation, you should include A) an expression of appreciation. B) a reminder as to why you need a recommendation. C) key points you want the writer to include in the recommendation. D) type of job being applied for. E) skills needed for the job being applied for.

A) an expression of appreciation.

Successful marketing and sales messages begin with A) an understanding of audience needs. B) an awesome marketing campaign. C) a persuasive call to action. D) an all-out effort to recruit marketing personnel. E) an explanation of how benefits can be delivered.

A) an understanding of audience needs.

Putting "References available upon request" at the end of your résumé is A) not necessary; the availability of references is usually assumed. B) standard practice, and most employers will expect to see it. C) less effective than listing the names and contact information for all references, even if the employer has not requested them. D) necessary only when applying for government positions. E) less effective than listing the information in the application letter.

A) not necessary; the availability of references is usually assumed.

In composing a résumé, it is best to avoid A) using the word "I". B) active verbs. C) prepositions. D) past-tense. E) bulleted lists.

A) using the word "I".

One way to overcome audience resistance to a message is to A) use the hard-sell approach. B) address possible concerns that your audience has. C) emphasize the positive. D) indicate the competition is not worth addressing. E) speak negatively about the competition.

B) address possible concerns that your audience has.

In corresponding with customers, making statements such as, "Thank you for purchasing the most durable notebook computer you can buy" is A) to be avoided in routine positive messages. B) an example of using resale information. C) an important part of all negative responses to claim letters. D) insulting and self-serving, unless you include a check or a free product. E) most effective in an indirect message.

B) an example of using resale information.

When you're composing a persuasive message, all of the following except ________ are common mistakes that you need to avoid. A) using a hard-sell approach B) promoting compromise C) relying solely on great arguments D) assuming that persuasion is a one-shot effort E) using a well-crafted story

B) promoting compromise

The ________ assesses the readability of a document by ranking it on a 100-point scale. A) Plain Language Manifesto B) Carnegie Readability Ratio C) Flesch Reading Ease score D) Simplified Technical English equation E) Kincaid Grade Level score

C) Flesch Reading Ease score

The first draft a document is often A) clear. B) compelling. C) improvable. D) tightly written. E) perfect.

C) improvable.

When preparing your list of references, A) leave enough space on the résumé to include them. B) have the data on your cell phone so you can write the information down, if asked. C) prepare a reference sheet using the same layout as the résumé. D) offer to email them when the interview is scheduled. E) indicate why you chose that particular person to use as a reference.

C) prepare a reference sheet using the same layout as the résumé.

The ________ of a message involves the total effect of elements such as page or screen design, typography, and graphics. A) conciseness B) tone C) production quality D) information value E) layout

C) production quality

When making claims or requesting adjustments, you should begin by A) complimenting the company for past service. B) providing a detailed description of the faulty merchandise. C) providing a clear and calm statement of the problem. D) threatening legal action if you do not receive a favorable adjustment. E) saying how disappointed you are in the company.

C) providing a clear and calm statement of the problem.

As a human need that affects motivation, self-actualization involves the need to A) cultivate lifelong involvement. B) feel a sense of accomplishment. C) reach one's full potential as a human being. D) control situations or exert authority over others. E) establish comfortable connections on social media networks.

C) reach one's full potential as a human being.

When making a claim or requesting an adjustment, your close should A) clearly state how angry and disappointed you are. B) explain the specific details of the problem. C) request the specific action required to resolve the problem. D) explain that you are planning to seek legal counsel. E) suggest that you will probably take your business elsewhere.

C) request the specific action required to resolve the problem.

Which of the following would be the best wording to use on a résumé? A) "I was in charge of a staff of six employees." B) "I supervised six employees." C) "Was in charge of entire departmental staff." D) "Supervised staff of six employees." E) "In this job, I was in charge of six employees including an assistant manager."

D) "Supervised staff of six employees."

When you need to revise a long, complex document, A) start the process as soon as you've finished your first draft. B) start by focusing on clarity and conciseness. C) save time by multitasking while you're revising the document. D) try to put your draft aside for a couple of days before you start. E) start by looking for sentence level issues, such as grammar and spelling.

D) try to put your draft aside for a couple of days before you start.

Like the tone of your language, ________ can be too formal, just right, or too informal for a given message. A) spacing B) use of white space C) restraint D) visual balance E) margins

D) visual balance

According to the FTC, marketing and sales messages must A) offer an alternative if the advertised product is not available. B) include a product reviewer's name on all reviews. C) not be offensive or insulting. D) include opt-in choices. E) be free of implied claims.

E) be free of implied claims.

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________ take potential customers through the purchasing process without asking for an immediate purchase decision. A) Marketing messages B) Sales messages C) Mission statements D) Business previews E) AIDA plans

A) Marketing messages

Which of the following would be the best opening for a routine request? A) Please send me a summary of the eastern region's sales data for April. B) As soon as you get this, send me last month's sales data. C) I know you may not want to, but send me last month's sales data. D) I am very sorry to ask you to do this, but I need last month's sales data. E) Hopefully, this will not be too much trouble for you to send me sales data from last month.

A) Please send me a summary of the eastern region's sales data for April.

An effective ending for a persuasive message would be: A) Simply take the enclosed coupon to any of our service centers by June 15 for your free oil and filter change. B) Please respond as soon as possible because this offer is not likely to last very long. C) Wouldn't you like to save some money? D) Thanks for considering this special offer. E) Thanks for your attention.

A) Simply take the enclosed coupon to any of our service centers by June 15 for your free oil and filter change.

In the closing section of a routine request, ________ would be out of place. A) asking a series of new questions B) requesting some specific action C) expressing your goodwill and appreciation D) providing your contact information E) including relevant deadlines

A) asking a series of new questions

Using logos as the basis of appeal in a persuasive message means A) building your argument based on logic and evidence. B) building your argument based on your credibility as the writer. C) building your argument based on emotion. D) balancing the emotional and logical appeal within the message. E) switching between emotional and logical appeals based on the needs of the audience.

A) building your argument based on logic and evidence.

When you're preparing an introductory statement for your résumé, using a ________ can limit your consideration for interesting opportunities because it is essentially about fulfilling your desires. A) career objective B) qualifications summary C) personality profile D) career summary E) skills summary

A) career objective

Those who are enthusiastic fans of your products and help spread your message on social media are referred to as A) champions. B) celebrities. C) reviewers. D) marketers. E) analysts.

A) champions.

The close of a routine reply, routine message, or positive message should A) clearly state who will do what next. B) explain the reasons for any negative information you have included. C) offer an explanation for why this decision was made. D) create some ambiguity, so the audience will be more likely to contact you. E) offer a resale opportunity.

A) clearly state who will do what next.

In a simple request for information or action, the ________ is the most appropriate format. A) direct approach B) dramatic approach C) indirect approach D) tangential approach E) persuasive approach

A) direct approach

Using polite language in persuasive messages A) encourages a positive response. B) is less effective than an aggressive "hard sell." C) shows a lack of confidence, and should be avoided. D) is effective only with external audiences. E) is helpful in the body, but not in the opening or close.

A) encourages a positive response.

When anticipating objections the audience may have, addressing alternative positions in a persuasive message A) enhances your credibility and can strengthen your argument. B) weakens your argument, unless you use an aggressive tone. C) shows that you lack confidence in your opinions. D) is effective only with controversial subjects. E) requires that you use the direct approach.

A) enhances your credibility and can strengthen your argument.

Using straightforward language in persuasive messages A) helps avoid suspicions of fantastic claims and emotional manipulation. B) reduces your credibility, since jargon and complex terminology are impressive. C) confuses the audience, since they expect you to show how much you know. D) is harmful when addressing external audiences. E) is fine as long as you overwhelm the audience with complicated charts and diagrams.

A) helps avoid suspicions of fantastic claims and emotional manipulation.

When responding to a customer's request for an adjustment, it is usually sensible to assume that A) if you handle the situation well, the customer will be even more loyal than before. B) the customer's account of the situation is exaggerated. C) the customer is hostile. D) the customer is trying to pull a fast one. E) the customer will no longer do business with you, even if you grant the request.

A) if you handle the situation well, the customer will be even more loyal than before.

In addition to information found on your résumé, your LinkedIn profile should include A) information an employer would consider compelling. B) photos that show you are casual and fun. C) a link to your résumé and application letter. D) specific data on your ideal position. E) a link to your other social media sites.

A) information an employer would consider compelling.

When you're writing a routine reply to a positive message, your readers will generally be ________ what you have to say, so you can use the direct approach in your reply. A) interested in B) resistant to C) disinterested in D) in tune with

A) interested in

The closing section of a positive message A) is usually short and simple because you are not asking the reader to do anything. B) restates the main idea. C) is the longest part. D) provides resale information. E) should usually include humor or a personal comment.

A) is usually short and simple because you are not asking the reader to do anything.

When developing the work experience section of the résumé, the most space should be devoted to A) jobs that are most recent or that closely relate to the targeted position. B) jobs that you held the longest. C) jobs that had a higher level of responsibility. D) jobs where you learned the most. E) jobs you enjoyed the most.

A) jobs that are most recent or that closely relate to the targeted position.

When answering requests and a potential sale is involved, one important goal is to A) leave your audience with a good impression of you and your firm. B) provide negative information about any possible competitors. C) use hard sell techniques to pressure the reader into making the purchase. D) answer only those questions that present your product or firm in a positive light. E) encourage an immediate sale by offering an incentive for an immediate purchase.

A) leave your audience with a good impression of you and your firm.

A ________ is the online equivalent of recorded radio or video broadcasts. A) podcast B) digital portfolio C) widget D) blog E) microblog

A) podcast

Regardless of a candidate's work experience, the prime source of jobs in general appears to be A) recommendations from current employees. B) online job posting services. C) college job fairs. D) postings on company websites. E) newspaper and trade journal ads.

A) recommendations from current employees.

When you're writing to acknowledge a customer's order, include a ________ to assure the customer that he/she has made good purchase. A) resale comment B) discount coupon C) price list for other products D) self-addressed stamped envelope E) copy of a press release

A) resale comment

If a supervisor tells a worker who consistently arrives late, "I know you don't want to have your pay docked," the supervisor is addressing the worker's need for A) safety and security. B) acceptance. C) status and esteem. D) self-actualization. E) power and control.

A) safety and security.

A news release includes ________ that is suitable for use in blog posts, tweets, and other social media formats. A) share-ready content B) newsroom chatter C) virtual verbiage D) unfiltered data E) general purpose news

A) share-ready content

When preparing a persuasive request for action, open with an attention-getting device designed to A) show you understand the audience's concerns. B) emphasize how you will benefit if the request is fulfilled. C) emphasize the negative consequences of not complying with the request. D) make yourself look good in the reader's eyes. E) identify what attitudes or beliefs you wish to change.

A) show you understand the audience's concerns.

When you describe your work experience on your résumé, you should A) start with your most recent job and use a reverse chronological order. B) describe one or two jobs in detail so that employers get an idea of your work ethic. C) list only full-time positions. D) indicate why you left. E) omit any positions which you held for less than six months.

A) start with your most recent job and use a reverse chronological order.

The ________ of an email is important because it helps readers decide whether to read the message or delete it. A) subject line B) final paragraph C) signature block D) complimentary close E) salutation

A) subject line

When requesting a letter of recommendation, the body of the message should include several key pieces of information, including A) the nature of the opportunity you are pursuing. B) a sincere thank you. C) reasons why the recommendation is required. D) memories of the relationship you had with the reader. E) dates and special accomplishments that will create a favorable picture of you.

A) the nature of the opportunity you are pursuing.

When using the AIDA approach to persuasion, the closing should A) urge the audience to take the action you are requesting. B) provide additional evidence and detail not covered in the desire section. C) create a desire to comply with your request. D) help the audience imagine how the solution might benefit them. E) get the audience's attention.

A) urge the audience to take the action you are requesting.

If you request a recommendation from a person you haven't had contact with recently, you should A) use the opening to refresh the person's memory of the relationship. B) enclose a stamped, preaddressed envelope. C) use the persuasive approach. D) use the bad-news approach. E) tell them what specific qualities you would like mentioned.

A) use the opening to refresh the person's memory of the relationship.

Which of the following cannot be measured by a readability index? A) Number of syllables in each word B) Clarity of the writing C) Paragraph length D) Ease of reading based on word size and sentence length E) Reading difficulty relative to grade-level

B) Clarity of the writing

Which of the following would not be an effective technique for gaining audience attention in sales messages? A) Offering an exciting product benefit B) Encouraging people to place an order C) Offering a unique solution to a common problem D) Appealing to people's emotions E) Offering a piece of interesting news

B) Encouraging people to place an order

Which of these would not be included in a news release? A) Social networking links B) Long narrative paragraphs C) Twitter-ready statements D) Share-ready content E) Direct-to-consumer news

B) Long narrative paragraphs

The best email address to include on a résumé is A) the one you have through your current employer. B) a personal address that is straightforward and professional. C) one that creatively includes the name of the company to which you are applying. D) none—that way employers will be forced to call you. E) one that is a reflection of your hobbies and interests.

B) a personal address that is straightforward and professional.

Before volunteering someone's name as a reference, always A) assume you have permission to do so. B) ask that person's permission. C) describe your relationship with that person. D) list that person's address and phone number for ease of contact. E) explain that you're not really sure what they will say about you.

B) ask that person's permission.

When making a routine request, you should A) use the inductive plan. B) assume that the audience is willing to comply. C) demand immediate action. D) explain the consequences of failing to comply. E) assume that the audience will not be willing to comply.

B) assume that the audience is willing to comply.

Emotional appeals A) have no place in persuasive business messages. B) can help audiences care enough to respond positively to your persuasive message. C) often backfire, and should be used only when addressing internal audiences. D) are usually sufficient, on their own, to convince the audience to make important decisions. E) are most effective in persuasive messages designed for international audiences.

B) can help audiences care enough to respond positively to your persuasive message.

Business-related blogs and microblogs A) are generally not very helpful to job applicants. B) can help you get comfortable with the jargon and buzzwords in a particular field. C) can be useful in a job search, but only for those seeking positions in technical fields. D) are very difficult to find online. E) are almost always thinly veiled attempts to sell products and services.

B) can help you get comfortable with the jargon and buzzwords in a particular field.

Differences in organizational culture A) don't affect persuasive messages. B) can profoundly affect the success of a persuasive message. C) are important when addressing international audiences, but not those in the United States. D) are so complex that no one can truly understand them. E) are important to consider for negative messages, but not for persuasive messages.

B) can profoundly affect the success of a persuasive message.

Your online presence A) is your private property. B) can work against you if it is unprofessional. C) is only available to your friends. D) is protected by privacy laws. E) is irrelevant to potential employers.

B) can work against you if it is unprofessional.

Many organizations now use automated ________ to handle routine, online conversations with customers. A) blogs B) chatbots C) tagging D) taskbots E) tag clouds

B) chatbots

If you have limited work experience, ________ could be used to indicate leadership, teamwork, or other valuable attributes. A) education B) community service C) travel abroad D) length of time at one job E) classes in your major

B) community service

Send a message of ________ to take note of a significant event in someone's business or personal life. A) appreciation B) congratulations C) acknowledgement D) recognizance E) interest

B) congratulations

77) To achieve an effective design, pay careful attention to A) content, graphics, and paragraph length. B) consistency, restraint, balance, and detail. C) audience orientation. D) word choice and sentence length. E) logical progressions.

B) consistency, restraint, balance, and detail.

Marketers use quantifiable characteristics known as ________ and psychological characteristics known as ________ to help them understand the needs of an audience. A) benefits; emotional appeals B) demographics; psychographics C) selling points; motivations D) persuasions; psychographics E) selling points; desired benefits

B) demographics; psychographics

When writing a persuasive request for action, you should A) use the hard-sell approach. B) demonstrate that complying will solve a significant problem. C) ask for more than you actually want so that you'll have a cushion for negotiation. D) avoid flattery. E) use circular reasoning.

B) demonstrate that complying will solve a significant problem.

If you plan to grant a claim made by a customer who is clearly at fault, A) pinpoint the customer's shortcomings to discourage future mistakes. B) discourage future mistakes without insulting the customer. C) scold the customer to discourage future mistakes. D) post the situation on social media to discourage future mistakes. E) tell the customer he or she is lucky you are granting the claim.

B) discourage future mistakes without insulting the customer.

Unlike more traditional promotional messages, those written for social media A) are less interactive. B) enable companies to engage in conversations about their products and services. C) allow for less transparency and openness with customers. D) save money by allowing companies to rely on the news media to distribute important messages. E) are more persuasive.

B) enable companies to engage in conversations about their products and services.

Supplementing a traditional résumé with a presentation A) has a risk in that an employer may not have the software needed to open and view the document. B) enables potential employers to click through to sections of interest. C) is encouraged at events like job fairs and interviews. D) is more convenient for employers than an online résumé. E) makes it more difficult to upload the résumé to employer websites.

B) enables potential employers to click through to sections of interest.

One reason that the AIDA approach it is less effective with persuasive messages in social media is that it A) cultivates long-term relationships. B) essentially talks at audiences, rather than with them. C) lacks persuasive elements. D) uses a multidirectional, conversational approach. E) seeks input and feedback from customers who don't understand marketing.

B) essentially talks at audiences, rather than with them.

One appeal of persuasive communication is based on ________, the ethical dimension of the message. A) logos B) ethos C) emotion D) logic E) pathos

B) ethos

In the body of a routine request, you should A) beg the reader to grant your request. B) explain and justify your request, as needed. C) give your sales pitch. D) explain what will happen if the audience does not do what you are asking. E) state your main idea.

B) explain and justify your request, as needed.

In requesting a sales report from a coworker, you should A) use the indirect approach. B) get straight to the point. C) maintain a formal style and tone. D) incorporate circular reasoning to justify your request. E) copy the manager on the request.

B) get straight to the point.

Excluding important negative information about a candidate in a recommendation letter A) is expected—otherwise no one would be able to get a good job. B) has led some employers to sue after hiring the candidate and discovering problems. C) is the only way to prevent the candidate from suing you. D) is okay, as long as you explain to the candidate that you are doing it. E) is okay—as long as you add a release from liability clause to the letter.

B) has led some employers to sue after hiring the candidate and discovering problems.

In marketing and sales messages, the best way to handle potential objections is to A) avoid mentioning them. B) identify them up front and try to address as many as you can. C) explain why the objections aren't really important. D) suggest that anyone who has them simply needs to do more research. E) imply the objections stem from ignorance.

B) identify them up front and try to address as many as you can.

In describing activities and achievements on your résumé, you should A) use only mild exaggerations. B) include only what makes you a more attractive job candidate. C) use significant amounts of jargon and technical terms. D) leave out any awards you've won unless they are specifically relevant to your current career objective. E) omit any volunteer activities.

B) include only what makes you a more attractive job candidate.

Using your résumé to tell employers you are detail oriented, a team player, and a hard worker A) is an effective strategy, since all employers appreciate these characteristics. B) is generally not helpful unless you also include concrete proof and evidence to support your claims. C) is often effective as long as you repeat the claims in your application letter. D) often results in a higher starting salary. E) should be avoided as it is considered to be bragging.

B) is generally not helpful unless you also include concrete proof and evidence to support your claims.

When it comes to persuasive messages, the direct approach A) is rarely used. B) is often preferable with an audience with whom you have a close relationship. C) is used only by top management. D) does not require inclusion of justifications or explanations. E) is used when you need to rely more on the strength of your message than your reputation.

B) is often preferable with an audience with whom you have a close relationship.

When asking for information and action, explaining why you're making the request A) is unnecessary since the audience is likely to comply. B) is part of an effective strategy for achieving your message goals. C) suggests that you think the audience is unintelligent. D) causes your request to be wordy and hard to understand. E) generally reduces the likelihood of receiving a positive response.

B) is part of an effective strategy for achieving your message goals.

In persuasive messages, suggesting the action you want readers to take A) makes them suspect that you are hiding something. B) is part of motivating your reader to do what you asked. C) is insulting, since everyone knows what they want. D) leads them to question the significance of your argument. E) works only when you use a tone that is obviously sarcastic.

B) is part of motivating your reader to do what you asked.

The direct approach for persuasion A) is never used in the workplace. B) is usually a good choice for a receptive audience. C) is great for connecting with a skeptical audience. D) doesn't include justifications or explanations. E) is a sign of low self-esteem and limited credibility.

B) is usually a good choice for a receptive audience.

An online résumé A) consists of a PDF version of a traditional chronological résumé and a cover letter. B) lets you expand on the information in a basic résumé. C) requires a paid subscription to an online hosting service or social networking site. D) will not be well received outside of technology-related fields. E) is cumbersome and time consuming to update.

B) lets you expand on the information in a basic résumé.

When you're responding to a complaint from a customer, A) deflect the blame up the supply chain. B) maintain a professional demeanor. C) counter the complaint with logical arguments. D) imply that the customer is at fault. E) promise that you will identify and reprimand whoever was responsible.

B) maintain a professional demeanor.

To achieve the best physical appearance for your résumé, you should A) have it prepared by a professional résumé service. B) make subheadings easy to find and easy to read. C) use colored paper. D) use a variety of typefaces. E) incorporate design graphics and artwork.

B) make subheadings easy to find and easy to read.

The best time for college students to begin developing a job-search strategy is A) about two months prior to graduation. B) now—even if they are a year or more away from graduation. C) no earlier than the second semester of their senior year. D) immediately after graduation. E) when they locate a promising job ad.

B) now—even if they are a year or more away from graduation.

As a general guideline, the length of the résumé should be A) the longer the better to showcase your skills. B) one page if you have fewer than five years professional experience. C) at least two pages—one for experience and one for keywords and one for keyword search terms. D) at least two pages—one for education and experience and one for a list of references. E) one page if there are several links included to additional information.

B) one page if you have fewer than five years professional experience.

When you're composing a routine request, ________ will help you state your request effectively. A) being general and noncommittal B) paying attention to tone C) closing the message with your main idea D) using a buffer sentence to delay stating your request E) not assuming the audience will comply

B) paying attention to tone

In a ________, your goal may be nothing more than convincing your audience to re-examine long-held opinions or admit the possibility of new ways of thinking. A) persuasive retrenchment B) persuasive presentation of ideas C) persuasive request for action D) persuasive claim or request for adjustment E) persuasive presentation of marketing ideas

B) persuasive presentation of ideas

A ________ is a specialized document used to share relevant information with the news media. A) treatise B) press release C) developmental brief D) direct-to-consumer release E) tweet

B) press release

In a message organized around the AIDA model, the interest section A) captures attention. B) prompts the audience to imagine how the solution might benefit them. C) increases the audience's desire to take the action recommended in the message. D) gets the reader to act immediately. E) makes acting on the requested action easy.

B) prompts the audience to imagine how the solution might benefit them.

When writing promotional messages for social media, incorporate content marketing by ________. A) initiating conversations within the community B) providing information people want C) identifying product champions D) eliminating community building E) talking more than listening

B) providing information people want

Personality, lifestyle, and attitudes are assessed through A) demographics. B) psychographics. C) education level. D) examinations of census data. E) income records.

B) psychographics.

Many companies judge the success of their recruiting efforts by A) quantity of hire. B) quality of hire. C) cost-benefit hiring ratio. D) social media click-through rate. E) corporate turnover ratio.

B) quality of hire.

In the practice of ________, behaviorally targeted ads from one website follow an online shopper when he or she moves on to other websites. A) flanking B) remarketing C) cyber stalking D) stealth advertising E) unethical marketing

B) remarketing

To incorporate the best keywords in your résumé, A) simply make a list of all the adjectives that describe your unique personality and abilities. B) study relevant job descriptions and seek to understand your target audience's needs. C) use a thesaurus to list as many impressive words as possible. D) stick with time-tested phrases such as problem solver and proven track record. E) write them as action verbs.

B) study relevant job descriptions and seek to understand your target audience's needs.

When developing a chronological résumé, the experience section should include A) the most relevant job first. B) the employer's name, your job title, and the dates you held the position. C) background information on what the organization does. D) the address of the employer. E) the name of your manager or direct supervisor.

B) the employer's name, your job title, and the dates you held the position.

The AIDA approach for persuasive messages uses A) the direct approach. B) the indirect approach. C) psychographics. D) social media marketing. E) face to face communications.

B) the indirect approach.

When writing a persuasive letter for claims or adjustments, you should A) assume the other person has no interest in helping you. B) use a confident and positive tone. C) mention as many additional complaints as possible about the company. D) say you have already contacted an attorney (even if you really haven't). E) repeatedly say how disappointed you are in the company.

B) use a confident and positive tone.

Routine, positive messages should do all of the following except A) leave your reader with a good impression. B) use an indirect approach. C) provide all required details. D) communicate the information or positive news. E) use a professional, respectful tone.

B) use an indirect approach.

When writing your LinkedIn summary, A) avoid general, industry-related keywords. B) use keywords an employer would find beneficial while using a natural style. C) incorporate a formal professional tone. D) include specific salary and benefit needs. E) indicate your flexibility and eagerness to try any position.

B) use keywords an employer would find beneficial while using a natural style.

All of the following except ________ will help to boost a company's marketing efforts on social media. A) facilitating community building B) using a "we talk, you listen" approach C) providing information that people want D) using conversation marketing E) identifying and supporting your champions

B) using a "we talk, you listen" approach

When you're selecting keywords to include your résumé, you should A) never use more than three of them at a time. B) work them into your introductory statement and other résumé sections. C) avoid placing them in a keyword summary at the end of the résumé. D) choose strong verbs and colorful adjectives. E) limit keywords to a bulleted list on the first page of your résumé.

B) work them into your introductory statement and other résumé sections.

When using the AIDA approach to persuasion, which of the following would be the best opening to your message? A) How are you today? B) I know you've heard this all before, but ... C) Are you spending way too much on prescription drugs? D) This is an important message. E) What I am about to tell you might seem insignificant, but believe me, it's not.

C) Are you spending way too much on prescription drugs?

In marketing and sales messages, what is the primary difference between selling points and benefits? A) Selling points are positive whereas benefits are not. B) Selling points focus on the user rather than the product. C) Selling points focus on what the product does; benefits focus on how it helps users. D) Benefits are unrelated to the audience. E) Benefits focus on key features of a product.

C) Selling points focus on what the product does; benefits focus on how it helps users.

Which of these is vital to getting past the filters and algorithms in an applicant tracking system? A) Hide any employment history that involves a company's competitors. B) Never exceed 25 words in any one section of your résumé. C) Use the same keywords and other language as the employer. D) Include your Social Security number. E) Use your full name, including spelling out your middle name.

C) Use the same keywords and other language as the employer.

Military service relevant to the position you're seeking should be listed in the ________ section of your résumé. A) References B) Not-for-profit work experience C) Work experience D) Personal information E) Interest

C) Work experience

When making a routine request using the direct approach, you should begin with A) an indication of the importance of your request. B) a statement of who you are. C) a clear statement of the main idea or request. D) a question. E) a humorous comment.

C) a clear statement of the main idea or request.

A claim is ________; an adjustment is ________. A) a goodwill message; a means to an end B) an emotional reaction; a calculated response C) a formal complaint; a settlement of a claim D) an informal complaint; an emotional reaction E) an assertion; a shift in point of view

C) a formal complaint; a settlement of a claim

The opening of a request for a recommendation should include A) a buffer statement to distract the reader. B) a statement implying that you're applying for a position. C) a statement of why the recommendation is needed. D) an apology for bothering the reader. E) a request for the writer to overstate your qualifications.

C) a statement of why the recommendation is needed.

1) In general, the best persuasive messages ________ the audience's motivations. A) avoid mentioning B) downplay C) align with D) dismiss E) eliminate

C) align with

The best way to persuade an audience to do something is to A) convince them that their existing motivations are unreasonable. B) change their motivation by suggesting that they are unsophisticated. C) align your message with their existing motivations. D) use scare tactics to describe the consequences of failing to do what you have asked. E) shame them into doing what you want.

C) align your message with their existing motivations.

A typical routine request contains A) an opening, a close, and an appendix. B) a body, a close, and bullet points. C) an opening, a body, and a close. D) an introduction, reasons for granting the request, and an apology. E) an opening, an introduction, and a body.

C) an opening, a body, and a close.

In a positive message, present the main idea A) in the first sentence of the middle paragraph. B) at the end of the middle paragraph. C) at the beginning of the message. D) in the last sentence of the message. E) by implication only.

C) at the beginning of the message.

When responding to a request for adjustment when a third party is at fault, the best approach is to A) refuse the claim and suggest that the customer sue the third party. B) refuse the claim but forward the paperwork to the third party. C) avoid placing blame and focus on the solution. D) advise the customer never to do business with that third party again. E) refuse the claim but assure the customer that you will never do business with the third party

C) avoid placing blame and focus on the solution.

When asking questions in a request message, A) begin with the least important question and work your way up to the most important. B) avoid any open-ended questions. C) begin with the most important question. D) weave your questions into the rest of the content of your message. E) combine all related issues into one question.

C) begin with the most important question.

When making an unusual or complex request, it is best to A) ask all at once, even if it may result in one long and complicated question. B) use passive voice to state the request. C) break it down into specific, individual questions. D) use a particularly demanding tone. E) warn the audience that they might struggle to understand it.

C) break it down into specific, individual questions.

As a leader, recognizing contributions of employees and other colleagues A) is considered unprofessional. B) gives the impression that the writer is unprofessional. C) can encourage further excellence. D) requires too much time. E) is viewed as obsolete, except in personal contexts.

C) can encourage further excellence.

When writing content for a podcast, your approach should A) allow the audience to research key discussion points. B) create a feeling of improvisation. C) capture and keep the audience's attention. D) eliminate the need to create a narrative or use storytelling. E) build interest and tension in the presentation.

C) capture and keep the audience's attention.

In terms of the three-step writing process, podcasts differ from written messages mostly in the ________ step. A) planning B) writing C) completing D) composing E) production

C) completing

When you're writing promotional messages for social media, use ________ to initiate and facilitate discussions in your networked community. A) traditional promotions B) bait-and-switch tactics C) conversation marketing D) opt-in scenarios E) stealth marketing

C) conversation marketing

When writing instructions for employees or customers, A) incorporate as many technical terms as possible. B) use the indirect approach. C) divide the process into discrete steps that focus on a single task. D) assume the audience has an appropriate knowledge level. E) start with specific details, then offer an overview at the end.

C) divide the process into discrete steps that focus on a single task.

If you have serious concerns about the qualifications of a job candidate who has asked you for a written recommendation, you should A) avoid mentioning them in the letter of reference. B) include allegations of misconduct in the reference letter. C) elect not to write the recommendation. D) express your concerns via social media. E) tell the candidate you do not feel they are qualified.

C) elect not to write the recommendation.

Potential employers view your résumé as A) unrelated to your workplace qualifications. B) little more than an employment-related document. C) evidence of your attention to quality and detail. D) your opportunity to channel your creative spirit. E) an indication of what they can do to help fulfill you work goals.

C) evidence of your attention to quality and detail.

The desire phase of a conventional marketing or sales message should A) cut through "the clutter" to get your audience's attention. B) build interest in the product or service that the message is promoting. C) expand on your explanation of how the product or service will benefit the audience. D) include a persuasive call to action. E) include a startling fact or statistic.

C) expand on your explanation of how the product or service will benefit the audience.

It is acceptable and expected to include photographs A) if the employer asks for one. B) if you are in a creative design field. C) for LinkedIn and other online formats where you are not actively submitting a résumé to an employer. D) if the résumé is being submitted online. E) if the résumé also includes infographics to supplement other parts of the résumé.

C) for LinkedIn and other online formats where you are not actively submitting a résumé to an employer.

In recommendation letters, comparing the candidate's potential to that of his or her peers A) should be avoided, since it opens the door to legal action. B) is unprofessional because it distracts attention from the candidate you are recommending. C) helps the recipient evaluate the candidate more effectively. D) is a good idea, even if you have only a "gut feeling" about how the candidate stacks up. E) almost always reduces the candidate's chances of landing the job.

C) helps the recipient evaluate the candidate more effectively.

Choosing between the direct and indirect approaches in a routine request depends primarily on A) whether the audience is internal or external. B) whether the audience is large or small. C) how reluctant the audience will be to comply. D) how soon you need the request fulfilled. E) when you send the request.

C) how reluctant the audience will be to comply.

When closing a direct request, you should be sure to A) include an apology for taking up the reader's time. B) include a mention of your own qualifications or status. C) include any deadlines involved in your request. D) include an indication of the consequences of a failure to reply. E) downplay the significance of what you are asking.

C) include any deadlines involved in your request.

When considering whether to list your GPA in the education section of your résumé, remember that A) most employers will not interview you if it is not included. B) employers will generally respect you for being humble. C) including it can be an advantage if it is relatively high. D) it must be stated in your application letter. E) you can include a statement that reads, "GPA withheld for privacy reasons."

C) including it can be an advantage if it is relatively high.

Writing "thank you in advance" at the close of a routine request A) is courteous and effective. B) will guarantee a positive response. C) is best avoided, as many people find it presumptuous. D) is most effective when you end the statement with an exclamation point. E) is expected when your audience is unfamiliar.

C) is best avoided, as many people find it presumptuous.

In persuasive messages, limiting your scope A) is less important than in other types of messages. B) reduces the likelihood that your audience will be convinced. C) is critical in order for your audience to understand and accept your position. D) is unnecessary, since audiences expect these messages to be long. E) can reduce the effectiveness of your argument.

C) is critical in order for your audience to understand and accept your position.

Carefully planning an email will save you time because A) formality can be built into the email on the first draft. B) you can avoid disclosing negative information. C) it reduces the need for follow-up messages asking for clarification or additional information. D) your email will be easier to read. E) you can eliminate the use of the signature block.

C) it reduces the need for follow-up messages asking for clarification or additional information.

Most persuasive messages combine A) truth and falsehood. B) current and very old evidence. C) logical and emotional appeals. D) many major points all at once. E) demographics and psychographics.

C) logical and emotional appeals.

The key to a successful action phase in the AIDA model is A) getting readers to change their minds. B) increasing the audience's awareness of your product or service. C) making the action you propose simple and easy. D) creating a win-lose situation, with you as the winner. E) reproaching the audience for not taking action sooner.

C) making the action you propose simple and easy.

When you're writing a message of appreciation, A) make it funny and heartfelt. B) avoid drawing attention to specific circumstances. C) mention the specific information. D) send it digitally whenever possible. E) identify any negative results and offer suggestions for correcting them.

C) mention the specific information.

________, the forces that drive people to satisfy their needs. A) demographics B) ideographics C) motivation D) beliefs E) actions

C) motivation

When writing a message to convince management to approve a new project, you are writing a ________ message. A) sales B) control C) persuasive business D) physiological E) marketing

C) persuasive business

A ________ offers regular podcasts on a consistent theme, designed for a public audience. A) hashtag B) retweet C) podcasting channel D) programming network E) microblog

C) podcasting channel

When you're writing a routine request for information or action, A) provide vague reasons to support your request. B) limit the justification for your request. C) point out the benefits of complying with your request. D) dwell on the negative consequences of choosing not to comply. E) identify who will be affected by a lack of action on the reader's part.

C) point out the benefits of complying with your request.

When you're writing routine replies and positive messages, use the direct approach because A) it will help skeptical readers understand your argument. B) your readers will be indifferent to the content of your message. C) recipients will most likely respond favorably to your message. D) inquisitive readers will enjoy exploring the rhetorical context of your message. E) presenting your reasoning before your bottom line will grab each reader's attention.

C) recipients will most likely respond favorably to your message.

When employers find false information on an applicant's résumé, most will A) ignore it, since almost all applicants exaggerate their qualifications. B) call the applicant to discuss it. C) refuse to hire the applicant, even if it means withdrawing a formal job offer. D) keep the application active, but continue looking for other promising candidates. E) assume that the applicant simply made a mistake.

C) refuse to hire the applicant, even if it means withdrawing a formal job offer.

Using the AIDA approach with social media A) requires the same steps as the AIDA approach with conventional media. B) does not work at all. C) requires a different, more interactive approach. D) requires a more rigid approach. E) requires a stronger attention-getting technique.

C) requires a different, more interactive approach.

Creating a traditional paper résumé is A) unnecessary in most cases, since so many applicants apply for jobs online. B) helpful only if you are applying for old-fashioned jobs. C) still useful, even if most or all of your application efforts take place online. D) a hindrance for most job seekers, since it suggests they are out of touch with technology. E) unnecessary if the résumé is scannable.

C) still useful, even if most or all of your application efforts take place online.

In a persuasive message, you can help to encourage a positive response by A) explaining what will happen if they don't respond positively. B) using neutral and strong language. C) understanding and respecting cultural differences. D) getting straight to the point. E) addressing demographic needs.

C) understanding and respecting cultural differences.

If you are sending an informative message to employees about policy statements or procedural changes, you should A) assume that employees will have a positive response. B) use the indirect approach. C) use the body of the message to provide all the necessary details. D) assume that employees will have a negative response. E) incorporate a congratulatory tone.

C) use the body of the message to provide all the necessary details.

In the direct approach to writing a routine request, state the main idea A) when you're closing the message. B) in the middle of the second paragraph. C) when you open the message. D) at the bottom of the last paragraph. E) only by implication; do not specifically state why you are writing.

C) when you open the message.

Including a photo of yourself with your résumé A) is a great way to personalize your application. B) helps you stand out among other applicants. C) will cause some applicant tracking systems to discard your application. D) is the best way to guard against potential discrimination. E) is a good idea if it shows you having fun and being yourself.

C) will cause some applicant tracking systems to discard your application.

In the opening of a direct request, it is appropriate to A) thank the reader "in advance" for their help in supplying information. B) mention how the request will benefit the reader. C) offer specific information on all deadlines. D) acknowledge that you are asking for the reader's time and effort. E) explain the importance of the request.

D) acknowledge that you are asking for the reader's time and effort.

Messages of ________ recognize the contributions of employees or business associates. A) instruction B) reference C) good news D) appreciation E) condolence

D) appreciation

When responding to a customer's complaint about one of your company's services, you should A) soften the situation with excuses such as "Nobody's perfect" or "Mistakes will happen." B) use a generous, grudging tone. C) use a standard form letter, with blanks left for filling in unique information in neat handwriting. D) avoid blaming anyone in your organization by name. E) always find a way to blame the customer for the problem.

D) avoid blaming anyone in your organization by name.

For someone who's involved in the job search process, volunteer work A) has little to no value, since it does not involve working for pay. B) is helpful only for those seeking employment in the nonprofit sector. C) should not be mentioned, since many employers view it as a waste of time. D) can highlight problem-solving and leadership skills. E) is helpful only if it allows you to do temporary work for a potential employer.

D) can highlight problem-solving and leadership skills.

Suggesting that readers have made poor choices in the past A) is helpful in sales messages, but not other persuasive messages. B) is effective in persuasive messages, as long as you are subtle. C) works well if you are trying to convince someone to make a large purchase. D) can inadvertently insult your audience, reducing the effectiveness of a persuasive message. E) makes them more likely to accept your argument, as long as you are blunt and forceful.

D) can inadvertently insult your audience, reducing the effectiveness of a persuasive message.

The opening of a routine or positive message should be A) brief and enigmatic. B) terse and demanding. C) wordy and indirect. D) clear and concise. E) direct and informal.

D) clear and concise.

If you decide to write a letter of recommendation about a job candidate, your goal should be to A) remain neutral about the candidate's suitability for the job. B) boost the job candidate's sense of self-worth and well-being. C) explain why you're qualified to access the candidate. D) convince readers the candidate has the characteristics necessary for the job. E) include at least one negative comment to show objectivity.

D) convince readers the candidate has the characteristics necessary for the job.

Starting with your initial contact and continuing throughout the interview process, you should A) stress to the employer how much getting the job will mean to you. B) press for a decision because you are scheduled for other interviews. C) let the employer determine how to use your knowledge, skills, and abilities. D) emphasize how your skills and accomplishments will meet the needs of the employer. E) determine how much your skills are worth to the employer.

D) emphasize how your skills and accomplishments will meet the needs of the employer.

An ethical persuasive argument A) is a contradiction in terms. B) focuses on how the audience's actions will benefit the sender. C) includes all evidence, whether or not it's relevant. D) focuses on being both truthful and nondeceptive. E) requires admitting up front that you stand to gain from audience compliance.

D) focuses on being both truthful and nondeceptive.

Direct-to-consumer news releases are A) specialized documents used to share relevant information with the news media. B) compliance documents written for governmental regulatory agencies. C) financial statements intended for the use of top corporate managers. D) general purpose tools for communicating directly with customers and other audiences. E) written to reporters who then write their own articles based on the release.

D) general purpose tools for communicating directly with customers and other audiences.

If price is one of your strong selling points, you should A) mention special offers, such as volume discounts, before actually stating the price. B) increase the perception that the price is high. C) break the total price into smaller units. D) give the price a place of prominence in the message. E) not overemphasize it, since you might need to use this advantage later.

D) give the price a place of prominence in the message.

When you request an adjustment, asking the company to assess your claim and then propose a fair solution to the problem is A) a waste of time. B) effective with small companies only. C) always more effective than proposing a solution of your own. D) helpful when you are uncertain about the exact nature of the problem. E) feasible only if you have hired legal counsel.

D) helpful when you are uncertain about the exact nature of the problem.

To maximize your chances of finding the right job opportunities, A) search online job boards such as Monster. B) look for them in the newspaper's classified ads. C) count on the people you know to keep you in the loop. D) identify the companies you want to work for and focus your efforts on them, even if they haven't posted job openings. E) send a form letter to as many companies as possible, asking that they call you when they have openings.

D) identify the companies you want to work for and focus your efforts on them, even if they haven't posted job openings.

When you're providing details in the body of a routine or positive message, A) include a checklist of questions for the reader to consider. B) identify potential flaws in service. C) be complimentary. D) maintain the supportive tone that you established in the introduction. E) explain the consequences of not achieving your goal in writing.

D) maintain the supportive tone that you established in the introduction.

A ________ helps a potential buyer move through the purchasing process without having to make an immediate decision; a ________ encourages a potential buyer to make a purchase decision immediately. A) marketing message; product push B) measured response; content quotient C) persuasive appeal; purchase message D) marketing message; sales message E) persuasive message; marketing message

D) marketing message; sales message

When ________ are strung together as modifiers, they should be replaced with a single well-chosen word to make the sentence easier to read. A) bullet points. B) dangling modifiers. C) dependent clauses. D) nouns. E) references.

D) nouns.

Ethical businesspeople view ________ as a positive force to align their interests with what is best for their audience. A) stealth marketing B) circular reasoning C) the "you" attitude D) persuasion E) authority

D) persuasion

In most companies, news releases are A) written by interns or marketing trainees. B) tools for communicating directly with consumers. C) considered social media releases that can be shared on microblogs. D) prepared or supervised by specially trained writers in the public relations department. E) written differently than a social media release.

D) prepared or supervised by specially trained writers in the public relations department.

Unlike a claim, a request for adjustment A) is a formal complaint. B) should be phrased in a more aggressive tone. C) does not require supporting documentation. D) seeks a specific settlement. E) should always open with a buffer.

D) seeks a specific settlement.

When creating mobile marketing messages, keep the messages A) incomplete and intriguing. B) integrated with demographics data. C) vague and superficial. D) short and simple. E) community based.

D) short and simple.

When organizing content for a podcast, steering devices such as ________ are especially important. A) sound B) consistency C) tone D) transitions E) media richness

D) transitions

One advantage of using LinkedIn over a traditional résumé is A) you can have the potential employer find your LinkedIn site and not send a résumé. B) you can have friends endorse skills sets even if you don't have them. C) you can incorporate a "wish list" of opportunities. D) you can expand beyond basic information found in the résumé. E) you can include educational data.

D) you can expand beyond basic information found in the résumé.

Which of these is not an essential task in completing a persuasive message? A) Proofread your message meticulously. B) Judge your argument objectively. C) Ask an experienced colleague to review your draft. D) Choose distribution methods that the audience expects and prefers. E) Conduct thorough audience research.

E) Conduct thorough audience research.

How can you use LinkedIn to expand your networking efforts? A) Include group photos of your network associates. B) Endorse skills sets of anyone you can. C) Limit your profile to create interest and intrigue. D) Accept all invitations to network. E) Join groups that focus on your professional interests.

E) Join groups that focus on your professional interests.

Posting a job opening on a major job board such as Monster is often A) a company's first step in seeking promising candidates. B) helpful for high-tech companies, but not for others. C) the most successful way for companies to discourage unqualified candidates from applying. D) an effective way for companies to limit the number of applications they receive. E) a company's last resort, after it has exhausted other possibilities for finding desirable candidates.

E) a company's last resort, after it has exhausted other possibilities for finding desirable candidates.

Customizing your résumé for each job opening is A) a waste of valuable time, since your qualifications are the same no matter where you apply. B) necessary only if you are slightly exaggerating some aspect of your qualifications. C) a good way to get into trouble, since you might forget what you wrote on one of the versions. D) not necessary unless you are applying for senior executive positions. E) an important step in showing each employer that you will be a good fit.

E) an important step in showing each employer that you will be a good fit.

If it will give the recipient a helpful overview of your skills and qualifications, consider including ________ when asking for a reference. A) a list of every job held B) a sample letter of recommendation highlighting key points and skills C) links to your social media accounts D) a copy of the job posting E) an up-to-date resume.

E) an up-to-date resume.

Promotional messages developed for mobile devices need to A) build a story one link at a time. B) immediately generate desire. C) have a strong call to action. D) have significant levels of detail. E) be short and straightforward.

E) be short and straightforward.

Users on public social media platforms can communicate privately, or one-to-one, using A) taskbots. B) enhanced messaging apps. C) blogs. D) workgroup messaging. E) direct messaging.

E) direct messaging.

To become a valued network member, A) expect others in your network to help you. B) email your résumé to everyone you meet. C) broadcast other people's contact information. D) ask others to provide information that you can find yourself. E) help others in some way.

E) help others in some way.

Including a deadline in the close of a request A) is rude and unprofessional. B) is acceptable for internal audiences, but never external audiences. C) will offend your audience, unless they are your subordinates. D) is effective only when you explain the consequences of failing to meet it. E) helps the audience understand exactly what you want.

E) helps the audience understand exactly what you want.

Contacting people in a job candidate's online network for background information A) is illegal unless the candidate has listed them as references. B) occurs very rarely, since most employers don't have time to check online networks. C) is possible only when the candidate provides contact information. D) violates Facebook and LinkedIn user agreements. E) is common among employers.

E) is common among employers.

Establishing credibility in persuasive messages A) is impossible unless the audience is already familiar with you. B) is a waste of time, since data and evidence are the only things audiences find convincing. C) requires a condescending, "know-it-all" tone. D) works only when you make negative comments about your company's competitors. E) is essential when you are trying to persuade a hostile or skeptical audience.

E) is essential when you are trying to persuade a hostile or skeptical audience.

Many companies use podcasts because of A) the ease of distribution. B) the low cost. C) improvement in audience engagement. D) the ability to create open-ended conversations. E) media richness combined with the convenience of portability.

E) media richness combined with the convenience of portability.

Because requests for recommendations and references are ________, they can be organized using a direct approach. A) simple B) personal C) confidential D) risky E) routine

E) routine

Ethical persuasion ________. A) manipulates the audience to change their interest to better align with yours B) is often confused with deception C) helps the audience understand their own best interest D) coerces people into action E) shows how your interests align with your audience's interests

E) shows how your interests align with your audience's interests

When evaluating a draft, make sure the conclusion of the message A) is open ended. B) offers an opportunity for further information. C) presents new ideas. D) includes links to research. E) summarizes the main idea and creates a positive impression.

E) summarizes the main idea and creates a positive impression.

In the work experience section of the résumé, the focus should be on A) responsibilities of the job. B) abilities developed in coursework. C) training sponsored by businesses. D) high school or military training. E) what you accomplished in each position.

E) what you accomplished in each position.

A résumé should be designed A) only by a professional. B) in two pages or less. C) with as much color as possible. D) by hand for a personal touch. E) with a simple, easy-to-read layout.

E) with a simple, easy-to-read layout.

When writing regarding a claim or adjustment, the opening should state the problem as well as A) who is at fault. B) competitive options. C) how the issue has affected the business relationship. D) model and serial number. E) your request.

E) your request.

Which of the following can be used at the end of an article or webpage to remind readers of the key points they have just read? A) Summary B) Reference material C) Orientation D) Teaser E) Narrative

A) Summary

________ involves using social networks and social media to give customers a convenient way to get help from a company. A) Networked organization B) Virtual organization C) Social customer service D) Sentiment analysis E) Socialization

C) Social customer service

Using teasers in digital media as a way to pull readers or listeners into a story or other document A) is unethical and should always be avoided. B) is appropriate only when large purchases are not involved. C) is effective, as long as the payoff is valuable and legitimate. D) is never appropriate for microblogging sites. E) was once effective, but is not any longer due to an internet-savvy public.

C) is effective, as long as the payoff is valuable and legitimate.

"The above-mentioned book" is an example of A) a redundancy. B) a strung-out sentence. C) an indefinite pronoun starter. D) an awkward reference. E) a camouflaged verb.

D) an awkward reference.

When it comes to paragraph length, A) use long paragraphs with detailed information for direct-mail letters. B) use long paragraphs if you want your document to look more inviting. C) keep all paragraphs to fewer than 60 words. D) use one-sentence paragraphs only occasionally, for emphasis. E) transitional elements often make a paragraph too long.

D) use one-sentence paragraphs only occasionally, for emphasis.

When sending copies of lengthy reports or multimedia productions, cost should be weighed against A) speed of delivery. B) privacy. C) security. D) convenience. E) benefits.

E) benefits.

Social media headlines should A) be as long and detailed as the system allows. B) establish a lighthearted tone with lots of wordplay. C) use sales promotion whenever possible. D) provide a "content snack" so readers will want more. E) convey tangible benefits that the post offers the reader.

E) convey tangible benefits that the post offers the reader.

Because written communication is sometimes missing nonverbal cues that convey the emotional tone of the message, ________ can be used to minimize this limitation. A) teasers B) sales speak C) narratives D) summaries E) emojis

E) emojis

When writing comments or critiques on social media, A) summarize your main ideas at the end of the material. B) include reference materials. C) avoid summaries and use orientation information instead. D) write in an easy-to-follow linear fashion. E) focus on short chucks of information that other site visitors will find helpful.

E) focus on short chucks of information that other site visitors will find helpful.

When a summary appears at the beginning of an article or webpage, A) it distributes how-to advice to visitors. B) it offers helpful tips and insightful commentary. C) it offers a review of the document's key points. D) it includes updates and announcements. E) it acts as a miniature version of the document.

E) it acts as a miniature version of the document.

List items should all use the same grammatical pattern, which is referred to as A) repetitiveness. B) bulleting. C) clauses. D) mix. E) parallelism.

E) parallelism.

Which of the following is an important planning step in creating effective email messages? A) Following company email guidelines and policies B) Double-checking your recipient list before sending your message C) Creating informative subject lines that clarify the purpose of your message D) Deciding whether to mark your message as "urgent" E) Writing a concise statement of audience needs

A) Following company email guidelines and policies

Which of the following is one way to edit work for conciseness? A) Rewrite sentences that start with "It is" or "There are". B) Emphasize relative pronouns. C) Replace camouflaged verbs. D) Make the document easy to skim with headings and subheadings. E) Use bulleted and numbered lists to emphasize key points.

A) Rewrite sentences that start with "It is" or "There are".

One of the ways businesses use social networks is to A) integrate the company workforce. B) limit collaboration with customers. C) reduce the need for mentors. D) provide an outlet for employee concerns. E) increase structural barriers.

A) integrate the company workforce.

To improve the clarity of sentence structure, A) keep the subject and predicate as close together as possible. B) keep adverbs away from the words they modify. C) avoid using specific pointers to other sections of the message. D) incorporate redundancy. E) use design elements to establish tone.

A) keep the subject and predicate as close together as possible.

When evaluating the work of others, you should A) make sure you understand the writer's intent before you begin suggesting or making changes. B) talk with the writer about his or her intent only after you suggest changes, since this is a good way to test the effectiveness of the document. C) avoid talking with the writer about the document, since other readers may not have that opportunity. D) compare the other person's writing style with your own, and if yours is better, rewrite the document in your own style. E) suggest ways to improve the writing, even if you don't believe the author really needs them.

A) make sure you understand the writer's intent before you begin suggesting or making changes.

Company histories and demonstrations can be offered on a website using ________ that have/has an intriguing beginning, a middle section that describes a challenge, and an inspiring ending that gives readers information they can use. A) narratives B) references C) emoticons D) content curation E) social branding

A) narratives

Starting a sentence with "It is" or "There are" is A) often a sign that the sentence could be shorter and more active. B) perfectly acceptable, and you need not try to rewrite the sentence. C) a sign that you are using active voice. D) a sign that you are using redundancies. E) a way to impose parallelism.

A) often a sign that the sentence could be shorter and more active.

Business email messages A) require a higher level of quality than personal emails. B) should never be longer than one screen. C) aren't constrained by the rules of grammar, punctuation, and syntax. D) are the best medium for internal messages, regardless of their content. E) should be written in the same format as a personal email.

A) require a higher level of quality than personal emails.

White space provides ________ for the reader. A) resting points B) balance C) an identification of important information D) parallelism E) consistency

A) resting points

Lines of text that are justified are A) set flush or aligned vertically on both the right and left. B) presented in bold and italics. C) set flush left and ragged on the right. D) set flush right and ragged on the left. E) centered on the page.

A) set flush or aligned vertically on both the right and left.

When editing for clarity, your goal should be to create a message A) that allows the reader to find meaning without rereading it. B) that is less than one page. C) that incorporates parallel construction in all aspects of the message. D) that includes descriptive headings that eliminate the need to read some sections. E) that gets the reader's attention quickly.

A) that allows the reader to find meaning without rereading it.

When considering the cost of distributing a message, be sure to take into account A) the nonverbal message you send. B) the effect on the organization. C) the speed of distribution. D) intended audience. E) the amount of work involved for the audience.

A) the nonverbal message you send.

For most printed business messages, use a type size of ________ for regular text and ________ for headings and subheadings. A) 8 to 10 points; 12 to 14 points B) 10 to 12 points; 12 to 18 points C) 12 to 14 points; 14 to 20 points D) 14 to 16 points; 20 to 24 points E) 16 to 20 points; 20 to 28 points

B) 10 to 12 points; 12 to 18 points

Which of the following best describes a community of interest? A) An organizational workforce that has been integrated using social networks B) A group of people who share enthusiasm for a particular product or activity C) A group of people who engage in similar work regardless of corporate affiliation D) A group of employees who perform services for one or more external partners E) A mentor who works with subordinates in several departments of the organization

B) A group of people who share enthusiasm for a particular product or activity

________ for digital media includes conversations, comments and critiques, orientations, summaries, and narratives. A) Shared systems B) Compositional modes C) Interactive approaches D) Transactional methodologies E) Microblogs

B) Compositional modes

Which of the following is not a technique for helping readers who skim your document? A) Using lists and bullets instead of narrative B) Using compound and compound-complex sentences C) Including headings and subheadings D) Using shorter paragraphs E) Using informative headings

B) Using compound and compound-complex sentences

The term type style refers to A) the space around text and between text columns. B) any modification that lends contrast or emphasis to type. C) a combination of text, graphics, photographs, audio, video, and interactivity. D) the letters, numbers, and other text characters in a message. E) the word choices and tone in the message.

B) any modification that lends contrast or emphasis to type.

Instant messaging and other short-format digital communications function more like ________ than written messages. A) podcasts B) conversations C) emails D) teasers E) formal announcements

B) conversations

A well-written email message uses short paragraphs, making the message A) more effective than bulleted lists. B) easier to skim when reading on mobile devices. C) detailed and complete. D) have a higher writing quality. E) compelling.

B) easier to skim when reading on mobile devices.

The goal of the subject line in an email message is to A) offer a straightforward description of the email content. B) give readers a reason to open your message. C) offer advertising headlines. D) be vague enough so the reader wants to know more. E) shorten the length of the email.

B) give readers a reason to open your message.

In order to do an effective job at proofreading a document, A) scan each page as quickly as you can. B) go through the document several times. C) avoid using a systematic approach. D) stop the process after you've run the spell-checker. E) read the document once, but thoroughly.

B) go through the document several times.

The subject line of an email message A) is rarely read by the recipient. B) helps recipients decide whether to read the message. C) should describe only the general topic of the message. D) must never extend beyond three words. E) can be left off if there is a personal relationship.

B) helps recipients decide whether to read the message.

To write professional email messages, A) avoid subject lines. B) pay attention to quality of writing. C) soften the tone with lots of humor. D) avoid using a greeting in the first line. E) keep the message informal and casual by ignoring grammar conventions.

B) pay attention to quality of writing.

To make it easier to review complex digital documents, A) focus on the overall message since spelling and grammar has been fixed electronically. B) print the documents so you can review them on paper. C) read large amounts of material in one sitting to experience your reader's reaction. D) balance formality and time constraints. E) pay attention to all details at the same time to minimize the number of revisions needed.

B) print the documents so you can review them on paper.

Social networks that focus on a particular professional function or a specific audience are known as A) public, general-purpose networks. B) public, specialized networks. C) private networks. D) private, general-purpose networks. E) augmented networks.

B) public, specialized networks.

"Follows after" is an example of A) a cliché. B) redundancy. C) the passive voice. D) obsolete language. E) hedging.

B) redundancy.

Proofreading is A) unnecessary for digital communication. B) the quality inspection stage for a document. C) a casual scan up and down the page or screen. D) something you do immediately after finishing a document. E) more difficult on mobile devices.

B) the quality inspection stage for a document.

When writing for social media, you should A) write as if you are offering a sales pitch. B) write informally, but carefully. C) include more detail than if writing for non-social media. D) withhold information to keep readers engaged. E) remember that anything posted online can easily be deleted.

B) write informally, but carefully.

Which of the following will best improve a message's readability? A) Using long, parallel sentences B) Avoiding bulleted and numbered lists C) Using headings and subheadings D) Making sure that the information is accurate, relevant, and sufficient E) Writing in the past tense

C) Using headings and subheadings

When creating a list for a business document, A) always use bullets, rather than numbers or letters. B) mix listed items as phrases and sentences. C) be sure to introduce it clearly. D) center the list in the paragraph. E) make sure it contains at least 7 items.

C) be sure to introduce it clearly.

People who engage in similar work, even though they might be geographically dispersed, are known as A) communities of interest. B) cloud companions. C) communities of practice. D) community followers. E) community collaborators.

C) communities of practice.

A website dedicated to republishing original content from other sources on a variety of categories is a A) user-generated content site. B) community Q&A site. C) content curation. D) private social network. E) public, general-purpose site.

C) content curation.

Consuming several small pieces of information instead of reviewing a larger document is referred to as A) chunking. B) microblogging. C) content snacking. D) summarizing. E) teasers.

C) content snacking.

When you're editing a document for conciseness, A) change verbs into nouns. B) separate subjects and predicates. C) delete unnecessary words and phrases. D) convert sentences to "it is" or "there are" structures. E) eliminate awkward references.

C) delete unnecessary words and phrases.

Because mobile users consume information one screen at a time, you should ________ when you're writing to them. A) always format your message to be viewed from a vertical perspective B) include long, fully justified paragraphs in small font sizes C) divide your message into independent, easy-to-consume bites D) use stylized typefaces and complex layouts E) use several bullets and lists

C) divide your message into independent, easy-to-consume bites

When reviewing the content of your document, you should be concerned with A) grammar and usage. B) punctuation and spelling. C) the accuracy and relevance of the information. D) style and tone. E) type styles and typefaces.

C) the accuracy and relevance of the information.

Because many email programs display the first few words or lines of incoming messages, you should A) be vague in your first sentence, to entice the reader to open the message. B) leave several blank lines at the beginning of each message. C) treat the first sentence of the message as an extension of your subject line. D) use phrases such as "MUST READ" in your first sentence. E) include symbolism to get your readers' interest.

C) treat the first sentence of the message as an extension of your subject line.