ch.7

Many businesses now use blogs to A) keep project teams up to date. B) replace email in many cases. C) inform employees about general business matters. D) do all of the above. E) do none of the above

A) keep project teams up to date. B) replace email in many cases. C) inform employees about general business matters. D) do all of the above.

Business people can use text messaging for A) marketing. B) customer service. C) crisis management. D) process monitoring. E) all of the above

A) marketing. B) customer service. C) crisis management. D) process monitoring. E) all of the above.

Social media empower stakeholders to participate in the communication process by allowing them to A) share content. B) revise content. C) respond to content. D) contribute new content. E) all of the above.

A) share content. B) revise content. C) respond to content. D) contribute new content. E) all of the above. Answer: E

Even though you've sent numerous emails and left voicemail messages, a normally dependable vendor has not responded to your important question. Which of the following would be a sensible next step? A) Consider sending a printed message. B) Broadcast "high-priority" or "urgent" emails at ten-minute intervals. C) Send multiple copies of the same email message. D) Use IM to bombard the vendor until he responds. E) Use social media to vent your frustrations with the vendor

Consider sending a printed message.

Podcasts are A) great for entertainment, but not useful in business. B) helpful for training in business, but not much else. C) too technical to be practical for business use. D) no longer viable as a medium for business communication. E) none of the above.

E) none of the above.

Which of the following is not true of instant messaging? A) It allows a rapid response to urgent messages. B) It is less susceptible to security and privacy problems. C) It costs more than phone calls or email. D) It is widely utilized in business. E) It is more susceptible than email to problems with unwanted messages.

It costs more than phone calls or email

Which one of the following is an essential element of planning effective email messages? A) Making sure that every message has a useful, business related purpose 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) Revising and proofreading your message

Making sure that every message has a useful, business related purpose

Which of the following compositional modes for electronic media involves helping people find their way through an unfamiliar system or new subject? A) Conversation B) Comments and critiques C) Orientations D) Summaries E) Narratives

Orientations

Which of the following is an example of an effective subject line for an email requesting information about the August inventory for bananas? A) Information needed B) Banana inventories C) Banana information needed D) Please send August banana inventory E) August inventory

Please send August banana inventory

________ focus on a particular function or a particular audience. A) Private networks B) Public, specialized networks C) Public, general-purpose networks D) Personalized synchronous networks E) Private signage networks

Public, specialized networks

Which of the following would be the most effective headline for a new posting on a business blog? A) You Might Already Know It, But... B) Random Thoughts From My Addled Brain C) Things We Thought You Needed to Know D) Seven Reasons To Switch Your Smartphone Carrier E) Our New Products: A Brief Overview

Seven Reasons To Switch Your Smartphone Carrier

A colleague of yours has just published an e-book titled, "Ten Tips for Success." She plans to promote the book via social networking. What advice can you offer to her about promotional efforts in the social media landscape? A) She should use brand acceleration to engage with opinion leaders. B) She should use a low-key, indirect approach when promoting her book. C) She should promote her book aggressively on each social media platform. D) She should expedite her promotions by broadcasting her message via email. E) Fire him immediately.

She should use a low-key, indirect approach when promoting her book

Which of the following is the best example of an effective email subject line? A) Website redesign is on schedule B) Status Report C) Employee Parking D) Read This! E) All of the above are effective.

Website redesign is on schedule

Advantages of using instant messaging (IM) include its A) ability to eliminate "junk mail" messages. B) availability on a wide range of devices. C) ability to mimic conversations. D) lower cost than phone calls. E) all of the above

ability to mimic conversations

Many companies have formal email policies that include restrictions on sending ________ via the corporate email system. A) personal messages B) sensitive content C) objectionable material D) inappropriate photographs E) all of the above

all of the above

When you're applying the three-step writing process to blogging, the planning step will include A) writing a concise statement of your blog's purpose. B) targeting the audience that you intend to reach. C) narrowing the scope of subjects that you plan to cover. D) all of the above. E) none of the above.

all of the above

Email hygiene refers to A) the absence of slang and informal language in email messages. B) a nationwide movement to do away with information overload. C) all the efforts companies make to keep email clean and safe. D) refraining from using foul language in email. E) software that scans email messages for misspelled addresses

all the efforts companies make to keep email clean and safe

When you're blogging for business, A) don't worry about proofreading because your audience doesn't expect it. B) apply the three-step writing process as you would for any other business message. C) don't spend a lot of time trying to define your audience: you're writing for everyone. D) it is a waste of time unless you are selling high-tech products or services. E) you can rely on your HTML editor to correct all errors in spelling and grammar

apply the three-step writing process as you would for any other business message.

The ability to update content quickly and easily makes ________ a natural medium when communicators want to get messages out in a hurry. A) websites B) podcasting channels C) blogs and microblogs D) user-generated content sites E) virtual networks

blogs and microblogs

A company can use ________ as a measure of how effectively it is engaging its various online stakeholders in a mutually beneficial exchange of information. A) brand socialization B) brand standardization C) brand management D) brand equilibrium E) brand exploration

brand socialization

Starbucks Coffee, Animal Planet, and Turner Classic Movies offer videos to their followers via their ________ on YouTube. A) retail channels B) private channels C) branded channels D) pay-for-view channels E) cable-ready channels

branded channels

Overusing the "cc" function when sending email A) is no longer a big deal since very few people pay attention to these messages. B) is a violation of email hygiene. C) can waste a great deal of time by generating more reply messages than necessary. D) is a good way to protect yourself in a hostile work environment. E) lets coworkers and clients know that you are well connected.

can waste a great deal of time by generating more reply messages than necessary.

Social networks are a natural tool for bringing together ________, people who engage in similar work, and ________, people who share enthusiasm for a particular product or activity. A) private networks, public networks B) virtual network societies, dilettantes C) communities of practice, communities of interest D) intra-disciplinary conclaves, product champions E) community groups, marketing mavens

communities of practice, communities of interest

As an alternative to newsfeeds, ________ involves aggregating (gathering) and curating (sorting, categorizing, and presenting) information on a particular topic in a way that makes it convenient for targeted readers. A) blog rolling B) content curation C) sentiment analysis D) hub syndication E) virtual categorization

content curation

You should plan for important business exchanges via IM by viewing them as A) a chance to offer random musings. B) conversations with specific goals in mind. C) another opportunity to save time by multitasking. D) routine events that don't require formalities. E) digital escapades that don't require form and function.

conversations with specific goals in mind

All of the items listed below except ________ are important when you're completing messages for your blog. A) determining the scope and subject of your message B) evaluating the content and readability of your message C) proofreading your message to correct errors and oversights D) using your blogging system's tools to post your message E) none of the above.

determining the scope and subject of your message

All of the following are compelling advantages of email in the workplace except A) email is universal. B) email closely resembles one-on-one conversations. C) email is an effective medium for private, short-to-medium length messages. D) email allows senders to write messages and recipients to read them, according to their schedules. E) none of the above

email closely resembles one-on-one conversations

Twitter users consider ________ to be the most valuable kind of tweets. A) somebody's random musings about a personal issue B) spontaneous messages, such as saying "good morning" C) engaging messages, such as asking followers for advice D) complaints from someone who's stuck in traffic or having a bad day E) conversations between a Twitter account owner and a specific follower

engaging messages, such as asking followers for advice

RSS feeds can benefit readers who want to subscribe to timely updates from websites or to aggregate feeds from many sites. However, a drawback to RSS feeds involves the "fire-hose effect" of A) having old messages purged by new messages. B) being discouraged because it's so hard to subscribe to RSS feeds. C) getting so many feeds so fast that it's impossible to manage them. D) RSS feeds that separate trivial articles from those that are essential. E) all of the above

getting so many feeds so fast that it's impossible to manage them

Social media postings on sites such as Twitter and Facebook A) are personal and confidential, and cannot be used in a court of law. B) cannot be forwarded or copied. C) have a limited lifespan online. D) have caused some employees to be fired. E) cannot legally be used by employers to make personnel decisions such as those related to promotion or termination.

have caused some employees to be fired.

The subject line of an email message A) isn't essential to an effective email message. B) helps recipients decide whether to read the message. C) should be clever and rather mysterious. D) must never extend beyond three words. E) all of the above.

helps recipients decide whether to read the message

For years, email has been the primary communication medium at your company. However, many of your employees now use IM daily for personal messages, and they've come to you asking your approval to begin using it to communicate with clients and vendors. Your greatest concern is likely to be A) incompatibility between your company's IM system and systems your vendors and clients use. B) the need for users to learn complicated software. C) the ability to use it only on expensive, highly specialized devices. D) the high cost. E) that employees will begin to write messages that are too long

incompatibility between your company's IM system and systems your vendors and clients use.

Periodically making yourself unavailable for instant messaging A) is a wise move that can increase your productivity. B) is never a good idea in today's high-tech environment. C) is acceptable, as long as you notify everyone who has access to your system to explain what you are doing. D) has been shown to decrease overall productivity. E) is helpful and expected unless you are a manager, supervisor, or executive

is a wise move that can increase your productivity.

Using "teasers" in electronic 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 acceptable, as long as the payoff is valuable and legitimate. D) is never appropriate for microblogging sites. E) was once an effective technique, but not any longer due to an Internet-savvy public

is acceptable, as long as the payoff is valuable and legitimate.

To make email more readable, you should do all of the following except A) limit subject lines to describing the general topic of your message. B) make your message easy to understand. C) personalize your message. D) observe email etiquette. E) All of the above are strategies to make email more readable.

limit subject lines to describing the general topic of your message

Each social network is a unique environment with its own communication norms. As you're adapting to the expectations of each network, be sure to A) adopt a different persona for each network that you join. B) let your feelings and moods determine how you present yourself. C) maintain a consistent personality across all networks in which you're active. D) blend in with preferred behavior patterns and stalk other network members. E) earn a reputation for being a digital diva who's self-absorbed and opinionated

maintain a consistent personality across all networks in which you're active

Email etiquette requires that writers do all of the following except A) make sure every email they send is absolutely necessary. B) respect the chain of command. C) be careful to keep their emotions in check when composing messages. D) mark all emails as "urgent" to make sure they are read. E) use an email signature file to give recipients your contact information

make sure every email they send is absolutely necessary

Because many email programs display the first few words or lines of incoming messages, you should A) include symbolism to pique your reader's interest. B) insert several blank lines at the beginning of each message. C) make sure that your opening words grab the attention of your reader. D) try to limit all email messages to a single sentence. E) all of the above.

make sure that your opening words grab the attention of your reader.

Compared to blogs, podcasts are A) much easier to edit. B) more difficult to edit. C) equally challenging when it comes to editing. D) used only by high-tech companies. E) far less effective for conveying emotion and tone.

more difficult to edit

When you're creating a blog, include one or more ________ so that your audience can receive headlines and blog-post summaries automatically. A) information portals B) newsfeed options C) data-retrieval links D) email addresses E) uniform resource locators

newsfeed options

The practice of content marketing involves ________, in order to build closer ties with current and potential online customers. A) pitching your products and services at every opportunity B) building up your company by tearing down your competitors C) stalking online consumers in order to capture data about their behavior D) offering free information that's valuable to community members E) monitoring the Twittersphere for discussions about your brand

offering free information that's valuable to community members

Compared to email, instant messaging A) is slower and more complicated to use. B) has not caught on in the business community. C) is much faster, but more costly as well. D) offers greater speed and is less susceptible to privacy problems. E) has become much less popular for personal and business use.

offers greater speed and is less susceptible to privacy problems.

Many companies are now using ________ to replace or supplement some conference calls, training courses, and other communication activities. A) blogs B) instant messaging C) email D) text messaging E) podcasts

podcasts

Thanks to Facebook, you've recently connected with an old friend who lives in another state. She emails you frequently at work, often sharing racially charged jokes that you find offensive. Concerned about what would happen if your boss or coworkers saw her emails, you should A) loosen up, since no one at your company has the right to read your email. B) politely ask her to stop sending the jokes, and then speak privately with your boss about the problem and how you have addressed it. C) simply delete her email messages from your computer so no one will ever know about them. D) go online and see if you can find the jokes on the Internet; if so, there is no need to be concerned. E) do none of the above.

politely ask her to stop sending the jokes, and then speak privately with your boss about the problem and how you have addressed it.

Regarding printed messages in today's business environment, A) printed messages are no longer useful. B) most people think printed messages are too informal. C) email has replaced printed memos for all internal communication. D) hard-copy messages are used primarily for negative information. E) printed messages are still preferred for formal correspondence or a court of law

printed messages are still preferred for formal correspondence or a court of law

When posting comments and critiques on a social media site, A) don't worry about minor details, such as spelling and punctuation. B) exercise your free-speech rights by ranting and raving at length. C) promote your products and services aggressively. D) provide short "chunks" of information that can help others who visit the site. E) none of the above.

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

The Segway Social Network, which connects owners of these unique personal vehicles, is an example of a A) privatized social network. B) public, specialized social network. C) location-based social network. D) general-purpose social network. E) public, general-purpose network

public, specialized social network

When you're writing email messages in the workplace, remember that business emails A) require a higher level of quality than personal emails. B) should never be shorter than one screen. C) do not need to be proofread for grammar and spelling errors. D) are the best medium for internal messages, regardless of their content. E) all of the above.

require a higher level of quality than personal emails

Companies can use a research technique called ________ to track social networks and other media to (1) take the pulse of public opinion and (2) identify opinion makers. A) cold calling B) sentiment analysis C) brand socialization D) location-based networking E) guerilla marketing

sentiment analysis

In the middle of an important meeting, you receive an unsolicited IM from a company informing you of their great rates on vacations in Hawaii. This is an example of A) spam. B) feedback. C) spim. D) viral marketing. E) user-generated content

spim

If you're a frequent user of social media, much of what you write will involve A) orientations. B) lengthy narratives. C) reference materials. D) business mission statements. E) status updates and announcements

status updates and announcements

In the social media landscape, companies that ________ are likely to be ignored. A) talk with customers, not at them B) use a conversational approach C) take a "we talk, you listen" approach D) help customers gain a voice in marketplace E) all of the above

take a "we talk, you listen" approach

One of the greatest drawbacks to using podcasts in business is A) you'll need to purchase costly equipment before you can start. B) the difficulty of finding people with good speaking voices. C) the challenge listeners face when trying to find specific parts of the message. D) the high cost of establishing a distribution network for podcasts. E) none of the above.

the challenge listeners face when trying to find specific parts of the message

An important drawback of IM is A) the need for user authentication. B) the limited number of devices on which it is available. C) its high cost. D) the ease with which it can be misused to broadcast unwanted messages. E) its stilted, formal feel.

the need for user authentication.

YouTube, Wikipedia, and Twitter are popular examples of A) general-purpose social networks. B) user-generated content sites. C) community macromedia outlets. D) private-label social networks. E) personalized synchronous networks.

user-generated content sites

Retweeting is the practice of forwarding messages from other Twitter users. It is the microblogging equivalent of A) exchanging emails to discuss a complex situation. B) using content curation to share content from other bloggers. C) protecting your online footprint from behavioral targeting. D) carrying on a real-time conversation via instant messaging. E) conducting a keyword search on a general-purpose search engine.

using content curation to share content from other bloggers

The term viral marketing refers to A) products marketed through computer viruses. B) products and services related to the health-care industry. C) voluntary word-of-mouth messages from people who like your company or products. D) hostile language used to "shame" consumers into purchasing goods and/or services. E) none of the above.

voluntary word-of-mouth messages from people who like your company or products.

When selecting the appropriate compositional mode for a communication task using electronic media, the central factor to consider is A) which one you like the most. B) which one will save you the most time. C) which one is most likely to impress your boss. D) what kind of information audience members are likely to need. E) what medium you will use.

what kind of information audience members are likely to need.

When you're writing content for social media A) write in a corporate voice. B) write informally, but not carelessly. C) write from an objective, third-person point of view. D) treat every message as a sales pitch. E) don't worry about proofreading what you've written

write informally, but not carelessly

If you do not have a constant supply of new information to post on a business blog, A) your audience will appreciate not having to process information that changes constantly. B) repost old material so your audience will not lose interest. C) you should create a traditional website instead. D) keep readers interested by adding daily comments on current events. E) you should simply add "Nothing new just yet" each day to let readers know that the blog is still viable.

you should create a traditional website instead.

If a customer uses the comment feature to criticize the content of your business blog, A) you should respond promptly and honestly. B) ignore it unless the critic is incorrect. C) post it, and follow with a blog entry to show your audience that it will not be tolerated. D) you should immediately shut the blog down to avoid potential harm to your reputation. E) do none of the above.

you should respond promptly and honestly

Community Q&A sites offer opportunities for building your personal brand. When you're responding to an individual's question, keep in mind that A) community Q&A sites are a fad, so responding to questions is a waste of time. B) your reply to the question will only be relevant to the person who asked it. C) material that's posted on a community Q&A site won't be visible for long. D) responding to questions can be fun, even if you don't know what you're talking about. E) you're responding in advance to anyone who has the same question and visits the site

you're responding in advance to anyone who has the same question and visits the site.