Chapter 05 Short Workplace Messages and Digital Media

Chapter 05 Short Workplace Messages and Digital Media
1. Which of the following statements about communication in today's workplace is correct?

a. Despite the increased use of social media networks, companies are reluctant to use social media sites such as
Facebook and Twitter to conduct business.
b. Individuals are using more mobile electronic devices to communicate with others.
c. Because individuals are more dispersed, messages are longer and less frequent.
d. Because of social media networks, today's communication includes more one-on-one conversations.
ANSWER: b
RATIONALE: Individuals are using more mobile electronic devices to communicate with others. In fact, desktop
computers are being replaced with smaller laptops, netbooks, smartphones, and tablets. These and
other mobile devices access data and applications stored in the cloud––in remote networks––not
individual computers.
POINTS: 1
DIFFICULTY: Moderate
REFERENCES: p. 120
QUESTION TYPE: Multiple Choice
HAS VARIABLES: False
LEARNING OBJE ESBC.GULO.23.05.01 - 05.01
CTIVES:
NATIONAL STAND United States - BUSPROG.ESBC.GULO.23.09.02 - DISC.ESBC.GULO.23.04.05
ARDS:
TOPICS: Communicating in the Digital Age with E-Mails and Memos
KEYWORDS: Bloom's: Understand
DATE CREATED: 1/10/2022 4:03 PM
DATE MODIFIED: 3/2/2022 6:50 PM

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

a. Workers report spending about three hours per day on work e-mail.
b. Businesses use memos more frequently than e-mail messages to communicate internally with employees.
c. Only managers and top-level business executives use e-mail to communicate with others.
d. Today's workers spend very little time writing e-mail messages.
ANSWER: a
RATIONALE: Most business messages are sent by e-mail. In fact, typical workers report that they spend about three
hours a day writing and replying to work-related e-mail messages.
POINTS: 1
REFERENCES: p. 121
CTIVES:
ARDS:
Copyright Cengage Learning. Powered by Cognero. Page 1


3. Which of the following is an effective strategy for controlling your e-mail inbox?
a. Read and respond to each message within 10 minutes.
b. Check your e-mail only in the mornings.
c. Check your e-mail at set times during the day.
d. Ask your co-workers not to e-mail you unless it's urgent.
ANSWER: c
RATIONALE: The most important strategy for controlling your e-mail inbox is checking your messages at set times,
such as first thing in the morning, after lunch, and late afternoon.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p., 123
CTIVES:
ARDS:
KEYWORDS: Bloom's: Remember

4. Which of the following is an appropriate situation for sending an e-mail message in a business context?
a. Matthew is angry with one of his colleagues and wants to let her know exactly how he feels.
b. Jane found a great political joke she wants to share with her colleagues.
c. Chris must send the monthly sales data to his department.
d. Maggie needs to vent her frustrations about working conditions to her shift supervisor.
ANSWER: c
RATIONALE: Send only the monthly sales data via e-mail. All other items contain sensitive, inappropriate,
inflammatory, or potentially embarrassing information that you should not send via e-mail.
POINTS: 1
REFERENCES: p. 122
CTIVES:
ARDS: United States - BUSPROG.ESBC.GULO.23.06.06 - DISC.ESBC.GULO.23.06.06
United States - BUSPROG.ESBC.GULO.23.06.07 - DISC.ESBC.GULO.23.06.07
KEYWORDS: Bloom's: Apply

5. Which of the following is an effective subject line?

a. PARKING PERMITS
b. Staff Meeting
c. Please Respond to Job Satisfaction Survey
d. Important! Please Read Now
ANSWER: c
RATIONALE: Please Respond to Job Satisfaction Survey is the most effective subject line because it captures the
main message of the e-mail and includes a verb for the receiver to act upon. Subject lines should
avoid using all caps and meaningless words, such as Help, Urgent, or Meeting. Subject lines should
summarize the purpose of the message clearly and make the receiver want to open the message. In
some instances, the subject line can be the entire message.
POINTS: 1
REFERENCES: p. 122
CTIVES:

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

a. Omit greetings because they make an e-mail appear too casual.
b. Add a greeting only when forwarding an e-mail with a lengthy header.
c. Don't waste precious digital space on the nonessential keystrokes of a greeting or salutation.
d. Begin with a greeting to provide a visual cue and to show friendliness.
ANSWER: d
RATIONALE: A greeting helps receivers see the beginning of a message and whether they are the primary or
secondary receiver of a message. In addition, a greeting sets the tone for the message and reflects your
audience analysis.
POINTS: 1
REFERENCES: pp. 122-123
CTIVES:


7. Bennett is sending an e-mail message about a change in procedure for submitting work hours. Which of the following
states the purpose in a way that could be used to start the email message?
a. Recently, the management staff discussed our process for submitting work hours.
b. A new procedure for submitting work hours will go into effect on April 1.
c. Are you in the mood to try something a little different?
d. We all hate when procedures change, but sometimes change is needed.
ANSWER: b
RATIONALE: A new procedure for submitting work hours will go into effect on April 1 provides detailed
information about the purpose of the message, which would lend itself to being an effective way to
start the email.
POINTS: 1
REFERENCES: p. 122
CTIVES:

8. Which of the following will help improve the readability of an e-mail message’s body section?
a. Including a friendly salutation
b. Using numbered or bulleted lists
c. Writing ideas in long, well-developed paragraphs
d. Starting the message indirectly
ANSWER: b
RATIONALE: When organizing the body of an e-mail message, starting directly, using numbered or bulleted lists,
and grouping similar ideas together will help improve readability.
POINTS: 1
CTIVES:

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

a. An action statement with due dates and requests
b. A promise to follow up later
c. A reminder of the sender’s credentials and expertise
d. A specific timeframe in which the sender should reply
ANSWER: a
RATIONALE: At the end of your message, include an action statement with due dates and requests. Although
complimentary closes are unnecessary, you might include a friendly closing such as “Many thanks” or
“Warm regards.”
POINTS: 1
CTIVES:

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

a. your name and full contact information
b. a witty phrase and your name
c. the name of the business or organization only
d. an attachment
ANSWER: a
RATIONALE: Be sure to include your name. It is also smart to include full contact information as part of your
signature block.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 123
CTIVES:

11. What advice should you follow when using down-editing to reply to an e-mail message?
a. Do not include a courteous opening with your reply message.
b. Avoid the use of different colors when inserting your comments.
c. Delete the sender's message header, signature, and all unnecessary parts.
d. Add a comment after every sentence in the original message.
ANSWER: c
RATIONALE: Down-editing involves inserting your responses to only parts of an e-mail message. When down-
editing, begin with a courteous opening; delete the sender's message header, signature, and all
unnecessary parts; and use a different color for your comments.
POINTS: 1
REFERENCES: p. 125
CTIVES:

12. Which of the following tips can help with e-mail inbox management?
a. Reply to all messages immediately so that they don’t get lost in the shuffle.
b. For messages that require more than two minutes for a response, add them to your to-do list or schedule them
on your calendar to take care of later.
c. Send a polite note of receipt for every message you receive.
d. Leave your inbox open at all times so you can see the messages as they come in.
ANSWER: b
RATIONALE: The most important strategy for keeping your inbox in check is checking your email at set times. For
messages that require more time, add them to your to do list or scheduling them on your calendar to
take care of later.
POINTS: 1
REFERENCES: p. 125
CTIVES:

13. Because Maya knows that the most important part of an e-mail message is the subject line, she should _______.
a. avoid using verbs
b. use all caps to grab the reader's attention
c. adjust the subject line if the topic changes after repeated replies
d. limit her phrasing to three words for conciseness
ANSWER: c
RATIONALE: Be sure to adjust the subject line of an e-mail if the topic changes after repeated replies.
POINTS: 1
REFERENCES: p. 125
CTIVES:

14. Although e-mail has largely replaced memos, you may still need to use the memo format if _______.
a. the message is being sent to an external audience
b. a permanent record is needed
c. the message needs to be written in a more informal tone
d. all employees have access to e-mail
ANSWER: b
RATIONALE: Memos are necessary for important internal messages that require a permanent record, are too long for
e-mail, demand formality, or inform employees who may not have access to e-mail.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 125
CTIVES:
ARDS:

15. Sam wants to ensure that the tone of his informational e-mail matches his intent. He should _______.
a. delete the e-mail and phone the recipient instead
b. read the message aloud to himself
c. wait 72 hours before sending the message
d. include several exclamation points to express enthusiasm
ANSWER: b
RATIONALE: To ensure his intended tone, Sam should read the message aloud to himself before sending.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 125
CTIVES:

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

a. notify the recipient via phone that they will be receiving an attachment
b. leave the body of the e-mail blank
c. specify the date, sender's name, receiver's name, and subject line on the attachment
d. include the word ATTACHMENT (in all caps) in the subject line
ANSWER: c
RATIONALE: When sending an attachment, the body of the e-mail message should serve as a cover document.
However, because cover e-mail messages may become separated from the attachment, the attachment
must be fully identified and include the date, sender's name, receiver's name, and subject line.
POINTS: 1
REFERENCES: p. 125
CTIVES:

17. Most e-mail messages and memos _______.

a. have nonsensitive topics and begin directly
b. require persuasion
c. are indirect and begin with an explanation
d. need not be carefully organized because they are informal
ANSWER: a
RATIONALE: Because most e-mails and memos cover nonsensitive information, they may be organized directly,
beginning with the main idea.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 126
CTIVES:

18. Both e-mails and memos have four key guide words calling for a subject line, a dateline, the identification of the
sender, and _______.
a. the sender’s location
b. the receiver’s location
c. the identification of the receiver
d. the time
ANSWER: c
RATIONALE: Guide words used in e-mail messages and memos are "TO," "FROM," "DATE," and "SUBJECT."
Location and time are not needed.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 126
LEARNING OBJECT ESBC.GULO.23.05.01 - 05.01
IVES:
NATIONAL STANDA United States - BUSPROG.ESBC.GULO.23.06.04 - DISC.ESBC.GULO.23.06.04
RDS:
19. The use of all caps for phrasing in an e-mail message is often read as _______.
a. positive emphasis
b. deadline oriented
c. shouting
d. humor or sarcasm
ANSWER: c
RATIONALE: All caps in e-mail writing is often regarded as shouting.
POINTS: 1
REFERENCES: p. 126
CTIVES:

20. An e-mail message or memo usually ends with action information, dates, or deadlines; a summary of the message; or a
_______.
a. witty quotation
b. copyright notice or confidentiality statement
c. closing thought
d. reference line that includes the typist's initials
ANSWER: c
RATIONALE: An e-mail message or memo could end with a closing thought. A witty quotation, reference lines, and
copyright notices are not usual endings for these messages.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 127

CTIVES:

21. Binh is delivering some office equipment to one of his company’s clients. He wants to text the admin, whom he has
never met, and let them know what time he will be arriving. Which of the following etiquette tips should he follow?
a. Identify himself, giving his name, the purpose of his visit, and his phone number.
b. Text the admin all the details of the delivery, including the cost of the equipment.
c. Text a greeting and wait for a response.
d. Don’t text because the admin doesn’t know him.
ANSWER: a
RATIONALE: Binh should identify himself by name when texting a new contact and give a short description of the
purpose of the text. He should not expect an instant reply and should not send sensitive information
via text.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 130
CTIVES:
ARDS:
TOPICS: Messaging and Texting at Work

22. Which of the following statements describes the benefit of instant messaging for businesses?
a. Although companies have found instant messaging to be a valuable tool for employees to communicate with
one another, they have been hesitant to use instant messaging for customer service.
b. Unlike text messaging, instant messaging is not subject to discovery in lawsuits.
c. Instant messaging allows people to share information immediately and make decisions quickly.
d. Instant messaging decreases presence functionality.
ANSWER: c
RATIONALE: Because instant messaging allows colleagues to communicate in real time anywhere in the world,
individuals can share information immediately and make decisions quickly.
POINTS: 1
REFERENCES: p. 128
CTIVES:
ARDS:

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

a. Lack of privacy
b. Low cost
c. Real-time communication
d. Speed
ANSWER: a
RATIONALE: Although instant and text messaging have proven to be cheap, quick, and immediate ways to
communicate with others and to conduct business, there are several risks involved, not just the lack of
privacy, but also the distraction to employees, the risk of revealing privileged information,
impropriety like insider trading, SEC compliance, phishing and other frauds, and discovery in
lawsuits.
POINTS: 1
DIFFICULTY: Easy
CTIVES:

24. Text messaging requires a SMS, which stands for _______.

a. simple message synchronization
b. short message service
c. systems messaging synchronization
d. single mobility system
ANSWER: b
RATIONALE: Usually exchanged via smartphone, texting requires a short message service (SMS) supplied by a
wireless service provider.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 128
CTIVES:

25. Why do some employers forbid employees to use instant messaging (IM) and texting?
a. Instant messaging and texting are more expensive to use than faxes or phone calls.
b. Some employers consider IM and texting distractions.
c. Delivery of instant and text messages takes longer than e-mail message delivery.
d. According to federal regulations, businesses cannot conduct business using instant or text messaging.
ANSWER: b
RATIONALE: Many companies forbid instant messaging and texting because they fear the loss of productivity
caused by frequent interruptions. Other fears include hackers gaining access to privileged information
and company records or employing "phishing" schemes, viruses, and malware.
POINTS: 1
REFERENCES: p. 129
CTIVES:

26. Zahra’s company has decided to let employees use instant messaging (IM) as an internal communication tool, and she
wants to make sure that she's using it professionally. What should she do?
a. Make sure she's available via IM at all times so that her colleagues can always reach her.
b. Include both professional and personal contacts on the same IM contact list for efficiency.
c. Respect her receivers by using proper grammar, spelling, and proofreading in her instant messages.
d. Create an imaginative IM name for herself such as "PrettySmart1."
ANSWER: c
RATIONALE: Zahra should respect her receivers by using proper grammar, spelling, and proofreading in her instant
messages. She should make herself unavailable when she needs to complete a project or meet a
deadline, and she should keep separate lists for professional and personal contacts.
POINTS: 1
CTIVES:

27. Tara is starting a new job that will allow her to use text messaging. What advice should she follow?
a. When she doesn't receive an immediate response from a coworker, continue to text message the coworker
until he or she responds.
b. Feel free to send any kind of message to her coworkers using this medium.
c. Identify herself when texting a new contact.
d. Send texts while she is having a face-to-face conversation to demonstrate her popularity.
ANSWER: c
RATIONALE: Tara should identify herself when texting a new contact who doesn't have her phone number.
POINTS: 1
CTIVES:

28. Podcasts and wikis are part of the new user-centered virtual environment called _______.
a. the Total Network
b. Web 2.0
c. cloud computing
d. VPN
ANSWER: b
RATIONALE: Podcasts, blogs, and wikis are part of the new user-centered virtual environment called Web 2.0.
Individuals can create Web content, interact with each other, review products, self-publish, and
conduct many other forms of business.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 130
CTIVES:
ARDS:
TOPICS: Making Podcasts Work for Business

29. A big benefit of podcasting is _______.

a. permanence
b. portability
c. teleconference capability
d. presence functionality
ANSWER: b
RATIONALE: A big benefit of podcasts is portability because podcasts can be accessed through a wide range of
devices, allowing busy professionals to maximize their limited time by listening on their commute or
at the gym.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 131
CTIVES:
ARDS:

30. Businesses have embraced podcasts for audio and video messages because podcasts _______.
a. do not require a live presence, yet offer a friendly human face
b. can't replace costlier live teleconferences but can replace most business travel
c. provide up to 1,000 views per podcast, saving money over individual presentations
d. broadcast interactive, nonrepetitive information
ANSWER: a
RATIONALE: Podcasts offer businesses several advantages: they offer a friendly human face when a live presence
isn't required; they replace costlier live teleconferences; and they provide unlimited on-demand
viewing of repetitive, noninteractive information.
POINTS: 1
REFERENCES: p. 131
CTIVES:
ARDS:

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

a. Teaching Educators to Make a Difference
b. Teamwork, Education, and Drive
c. Technology, Education, and Design
d. the first name of the organization's founder
ANSWER: c
RATIONALE: TED Talks are thought-provoking podcasts in topics related to technology, education, and design
(thus the acronym).
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 131
LEARNING OBJECTIVESBC.GULO.23.05.03 - 5.03
ES:
NATIONAL STANDAR United States - BUSPROG.ESBC.GULO.23.09.02 - DISC.ESBC.GULO.23.04.05
DS:
32. The four main players of podcasts are corporations, entrepreneurs, news/media organizations, and _______.
a. religious organizations
b. government organizations
c. organizations devoted to promoting education
d. non-profit organizations
ANSWER: c
RATIONALE: Podcasts are becoming more and more common in education, being produced by both individual
instructors and large organizations such as Apple’s iTunes U.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 132
CTIVES:
ARDS:

33. Which type of podcast would a federal credit union likely support through buying podcast ads?
a. A true crime podcast
b. A podcast offering advice on how to manage one’s money
c. A current events podcast
d. A sports podcast
ANSWER: b
RATIONALE: Advertisers understand that podcasts are an effective way to connect with their potential customers.
Podcasters with large audiences will attract advertisers.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 132
CTIVES:
ARDS:

34. Crowdsourcing is _______.
a. the ability to send short messages consisting of 140 characters or fewer
b. the practice of tapping into the combined knowledge of an online community to solve problems and complete
assignments
c. the use of fraudulent schemes on the Internet
d. an e-mail response technique that includes only those parts of an e-mail message to which the receiver is
responding
ANSWER: b
RATIONALE: One advantage of wikis is that they promote crowdsourcing, the practice of tapping into the combined
knowledge of an online community to solve problems and complete assignments.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 132
CTIVES:
ARDS:

35. As a project manager, Mallory needs to make sure that employees who missed a live training session are able to view
or complete it later. Which of the following tools should she consider using for this purpose?
a. A smartphone
b. A podcast
c. A blog
d. A video conference
ANSWER: b
RATIONALE: Mallory should consider using a podcast, which can be provided to those who missed a live
event.
POINTS: 1
REFERENCES: p. 132
LEARNING OBJECTIVES:ESBC.GULO.23.05.03 - 5.03

NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.23.09.02 - DISC.ESBC.GULO.23.04.05

36. Why are many companies eager to jump into making a podcast series?
a. Podcasts are independent of media algorithms and help to diversify their media channels.
b. Podcasts can be produced easily and quickly.
c. Podcasts provide a permanent record, similar to a memo.
d. Podcasts are useful for communicating information when a company is faced with a crisis or emergency.
ANSWER: a
RATIONALE: Companies find a significant advantage of making podcasts is that the podcasts are independent from
other social media algorithms, so are easier and more transparent for customers to find, and provide
another media channel that they can use to communicate with their internal and external stakeholders.
POINTS: 1
REFERENCES: p. 132
CTIVES:
ARDS:

37. Blogs are most similar to _______.

a. tweets
b. text messages
c. journal entries
d. instant messages
ANSWER: c
RATIONALE: A blog is a website with journal entries on any imaginable topic usually written by one
person.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 132
LEARNING OBJECTIVES: ESBC.GULO.23.05.04 - 5.04
TOPICS: Telling Stories with Blogs and News Sites
38. Which of these statements correctly describes why businesses are using blogs?
a. Blogs have the potential to reach a vast, far-flung audience and can help companies share the story of their
brand.
b. Blogs have become the primary method of internal business communications.
c. Blogs provide companies with anytime access to digital audio and video files containing corporate training,
marketing, and informational messages.
d. Blogs can safeguard against hackers and rival companies.
ANSWER: a
RATIONALE: Businesses use blogs to keep customers and employees informed and to interact with them. The
biggest advantage of business blogs is that they potentially reach a far-flung, vast audience.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 132
CTIVES:
ARDS:

39. What percent of today’s Fortune 500 companies maintain a public facing blog?
a. Less than 30 percent
b. 54 percent
c. 75 percent
d. More than 90 percent
ANSWER: b
RATIONALE: Currently 54 percent of Fortune 500 companies maintain a public-facing corporate blog. A powerful
tool, blogs are used by companies for public relations, customer relations, crisis communication,
market research, viral marketing, internal communication, and recruiting.
POINTS: 1
CTIVES:
ARDS:

40. You are an executive chairman faced with a business emergency so severe that the company risks losing customers
and employees. You want to use the blog to help mitigate the impact of the crisis. Which of the following approaches will
help you to achieve your goal?
a. Use the blog to emphasize company strengths and downplay the crisis.
b. Use the blog to create transparency and communicate up-to-date information regarding the business's
emergency.

c. Post information on the blog that will soothe emotional reactions.
d. Do not address rumors or misinformation on the blog; address factual content only.
ANSWER: b
RATIONALE: Use the blog to communicate up-to-date information about the business's emergency and its response
plan. By keeping your company information current and open, you will assure your customers that
your business is stable and reliable.
POINTS: 1
REFERENCES: p. 134
CTIVES:

41. Which of the following is an effective strategy to make your blog post engaging?
a. Use long sentences.
b. Write long paragraphs including a lot of information.
c. Use numbers to structure the post.
d. Impress your readers with high-level vocabulary.
ANSWER: c
RATIONALE: Use numbers to structure your posts. Examples include “Six Apps You Don’t Want to Miss” and “13
Travel Tips That Will Make You Feel Smart.”
POINTS: 1
REFERENCES: p. 135
CTIVES:

42. The opening of a blog should _______.

a. identify a need and propose to solve the problem
b. include a call to action
c. provide examples, quotations and testimonials, or statistics
d. include your name and title
ANSWER: a
RATIONALE: The opening of a blog should identify a need and propose to solve a problem. Vivid examples,
quotations and testimonials, or statistics should be used in the body to provide details. A call to action
should be included in the closing.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 135
CTIVES:

43. Geoffrey must create a corporate blog. Advice he should follow in writing his blog is that it should be structured with
numbers, bullets, and sub-headings, contain expressive action verbs, and use_______.
a. academic vocabulary
b. formal language
c. conversational language
d. texting abbreviations
ANSWER: c
RATIONALE: The body of a blog should be structured with numbers, bullets, and subheadings. In addition, it
should contain expressive action verbs and use conversational language to sound warm and authentic.
POINTS: 1
REFERENCES: p. 135
CTIVES:
ARDS:

44. Marketers often use blogging as a platform to get their messages to spread rapidly online, also known as _______.
a. blowing up
b. going viral
c. optimization
d. trend advertising
ANSWER: b
RATIONALE: Going viral refers to the rapid spread of messages online, much like infectious diseases pass from
person to person.
POINTS: 1
REFERENCES: p. 135
LEARNING OBJECTIV ESBC.GULO.23.05.04 - 5.04
ES:
DS:
45. One of the key advantages for businesses of using social media is that social media _______.
a. is less expensive
b. has less privacy risk
c. is more efficient
d. allows for the exchange of ideas
ANSWER: d
RATIONALE: Social media enable businesses to connect with customers and employees, share company news,
promote goods and services, and exchange ideas.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 136
LEARNING OBJECESBC.GULO.23.05.05 - 5.05
TIVES:
ARDS:
TOPICS: Navigating Social Networking for Business

46. Which demographic within the American population contains the most avid social media users?
a. Generation X

b. Millennials
c. Generation Z
d. All generations use social media equally.
ANSWER: b
RATIONALE: Eighty-five percent of Millennials, the cohort born between 1981 and 1996, use social media. They
also have the highest smartphone ownership at 93 percent and are currently the largest generation in
the workforce at 35 percent.
POINTS: 1
REFERENCES: p. 136
CTIVES:
ARDS:

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

a. Creating their own networking platform is less expensive.
b. They hope that it will lead to greater employee engagement and productivity.
c. Their employees are dissatisfied with the current social media platforms.
d. Current social media platforms appeal only to teenagers.
ANSWER: b
RATIONALE: Companies are launching their own internal social networking platforms because they are hoping that
it will lead to greater employee engagement and productivity. Such platforms would allow for
networking away from email, connecting workers one-on-one, in small teams, and across the entire
company in one secure environment.
POINTS: 1
CTIVES:
ARDS:


48. What are the advantages of using enterprise social media networks versus e-mail?
a. Both e-mail and enterprise social media networks provide effective two-way communication.
b. Social media networks are less expensive and easier to manage than company e-mail.
c. Social media networks help to maintain a strong corporate hierarchy.
d. Enterprise social media networks are searchable, and users can access and send information more efficiently.
ANSWER: d
RATIONALE: The advantage of enterprise social media networks is that they are searchable. Users can tag, follow,
and view activity feeds. Information can be sent and accessed more efficiently than with e-mail
alone.
POINTS: 1
DIFFICULTY: Easy
CTIVES:
ARDS:

49. What are the risks for businesses using enterprise social media networks?
a. Unexpected expenses, technical failures, and lack of compatibility with existing systems
b. Lost productivity, damage to their reputation, and legal issues
c. Lack of employee adoption and lack of customer engagement
d. Cyber bullying and loss of privacy
ANSWER: b
RATIONALE: The main risks for businesses are lost productivity, reputational damage, and legal issues.
POINTS: 1
REFERENCES: p. 138
CTIVES:

50. Travis has asked you for some advice regarding the use of social networking in the workplace. What advice will you
share?
a. Feel free to share any information on social networking sites.
b. Refuse friend requests or "unfriend" people to avoid jeopardizing professional relationships.
c. Establish boundaries, and don’t share information online that you wouldn’t share openly in the office.
d. Assume the content posted on a social networking site is protected.
ANSWER: c
RATIONALE: If you are providing advice, know what the experts suggest: don't share sensitive information lightly,
be careful refusing friend requests or "unfriending" people because these acts could jeopardize work
relationships, don't assume the social networking site content is protected, and do establish
boundaries.
POINTS: 1
REFERENCES: p. 139
CTIVES:

51. Social media messages have replaced e-mail messages within organizations and to external audiences.
a. True
b. False
ANSWER: False
RATIONALE: Despite the substantial attention that social media receive in the news, most business messages are
still sent by e-mail.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 121
QUESTION TYPE: True / False
LEARNING OBJECTIV ESBC.GULO.23.05.01 - 05.01
ES:
DS:
TOPICS: Preparing Digital-Age E-Mail Messages and Memos
52. E-mail is appropriate for short, informal messages that request information and respond to inquiries.
a. True
b. False
ANSWER: True
RATIONALE: E-mail is appropriate for short, informal messages that request information and respond to inquiries. It
is also effective for messages to multiple receivers and messages that must be saved. However, it is
not a substitute for face-to-face communication.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 122
CTIVES:

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

a. True
b. False
ANSWER: False
RATIONALE: Because most e-mails include nonsensitive information that is unlikely to upset readers, they should
be organized directly with the main idea first.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 122
CTIVES:

54. Greetings such as Hi, Katy are unnecessary in e-mail messages because it is already clear that the receiver is the
intended recipient.
a. True
b. False
ANSWER: False
RATIONALE: A personal greeting helps to set the tone of a message and lets a reader know that he or she is the
primary recipient.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 122
CTIVES:

55. Like e-mail messages, memos can be used to communicate within an organization and with external customers,
companies, and organizations.
a. True
b. False
ANSWER: False
RATIONALE: Memos are important for internal messages that are too long for e-mail, require a permanent record,
demand formality, or inform employees who may not have access to e-mail.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 125
CTIVES:
ARDS:

56. Memos are used to convey procedures, official instructions, and reports.

a. True
b. False
ANSWER: True
RATIONALE: Unlike e-mail messages that are appropriate for short, informal messages that request information and
respond to inquiries, memos deliver changes in procedures, official instructions, and reports within an
organization.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 125
CTIVES:
ARDS:

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

a. True
b. False
ANSWER: True
RATIONALE: Like e-mail messages, memos are usually organized directly with the main idea first.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 126
58. Deadlines and action information should be included in the body of an e-mail message or memo.
a. True
b. False
ANSWER: False
RATIONALE: Deadlines and action information should be in the closing, not in the body, of an e-mail message or
memo.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 127
CTIVES:


59. Although teenagers use instant messaging (IM) frequently, corporations do not use this communication tool.
a. True
b. False
ANSWER: False
RATIONALE: Because instant messaging (IM) allows users to communicate with others in real time, it has become a
powerful communication tool in the workplace.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 127
CTIVES:
ARDS:

60. Text and instant messaging are replacing e-mail for short internal communication.
a. True
b. False
ANSWER: True
RATIONALE: Text messaging and instant messaging are convenient alternatives to the telephone and are replacing
e-mail for short internal communication.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 128
CTIVES:

61. The major attraction of instant messaging (IM) in business is real-time communication with colleagues anywhere in
the world as long as a cell phone signal or a Wi-Fi connection is available.
a. True
b. False
ANSWER: True
RATIONALE: IM offers business many benefits, including real-time worldwide communication anywhere a cell
phone signal or Wi-Fi connection is available.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 128
LEARNING OBJEC ESBC.GULO.23.05.02 - 5.02
TIVES:
ARDS:

62. Some advantages of texting and instant messaging include immediacy and cost.
a. True
b. False
ANSWER: True
RATIONALE: Advantages of texting and instant messaging include immediacy, low cost, unobtrusiveness, speed,
and efficiency.
POINTS: 1
DIFFICULTY: Easy
CTIVES:

63. All companies in today's workplace allow employees to text or instant message on the job.
a. True
b. False
ANSWER: False
RATIONALE: Some organizations forbid employees to use instant and text messaging because they consider these
communication tools to be distracting. Some organizations also fear that employees may reveal
privileged information and company records.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 129
CTIVES:

64. One benefit of using text or instant messaging on the job is that these messages cannot be used as evidence in lawsuits.
a. True
b. False
ANSWER: False
RATIONALE: Like e-mail, instant and text messages, as well as all other electronic records, are subject to discovery
(disclosure); that is, they can become evidence in lawsuits.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 129
CTIVES:

65. Before using IM or text messaging on the job, be sure you have permission.
a. True
b. False
ANSWER: True
RATIONALE: Before you use text or instant messaging on the job, be sure you have permission. If you are granted
permission, follow all company policies for using these forms of communication.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 129
CTIVES:

66. When texting or instant messaging on the job, don't worry about your grammar and spelling because your goal is to
send quick, short messages.
a. True
b. False
ANSWER: False
RATIONALE: When sending texts or instant messages on the job, always use good grammar and correct spelling. In
addition, avoid jargon, slang, and abbreviations.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 129
CTIVES:

67. The top digital media device being used to disseminate information today is podcasts.
a. True
b. False
ANSWER: False
RATIONALE: Because podcasts are more elaborate to produce and require quality hardware, their use is lagging
behind other digital media. However, they are being used frequently and successfully by many
organizations, media outlets, educators, and businesses.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 131
CTIVES:
ARDS:

68. Podcasting has experienced large growth and has spread among various user groups online.
a. True
b. False
ANSWER: True
RATIONALE: Podcasting has grown rapidly, spreading among a variety of users, including news sources, TV
shows, educational institutions, and businesses.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 131
TIVES:
ARDS:
69. Businesses use podcasting for sending audio and video messages that do not require a live presence yet offer a friendly
human face.
a. True
b. False
ANSWER: True
RATIONALE: Businesses have embraced podcasting for sending audio and video messages that do not require a live
presence yet offer a friendly human face.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 131
TIVES:
ARDS:

70. One advantage of podcasts is that they can replace costlier forms of communication technologies such as
teleconferences.
a. True
b. False
ANSWER: True
RATIONALE: Because podcasts can broadcast repetitive information that does not require interaction, they can
replace costlier live teleconferences.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 131
LEARNING OBJECT ESBC.GULO.23.05.03 - 5.03
IVES:
NATIONAL STANDA United States - BUSPROG.ESBC.GULO.23.09.02 - DISC.ESBC.GULO.23.04.05
RDS:
71. Podcasts are digital audio programs resembling _______.

a. radio shows
b. TV shows
c. teleconferencing
d. videoconferencing
ANSWER: a
RATIONALE: Podcasts are digital audio programs resembling radio shows.
POINTS: 1
DIFFICULTY: Easy
72. The most popular genre of podcasts is _______.
a. news
b. sports
c. comedy
d. true crime
ANSWER: c
RATIONALE: The most popular genre of podcasts is comedy, followed by news, society and culture, sports,
and true crime.
POINTS: 1
DIFFICULTY: Easy
LEARNING OBJECTIVE ESBC.GULO.23.05.03 - 5.03
S:
NATIONAL STANDARD United States - BUSPROG.ESBC.GULO.23.09.02 - DISC.ESBC.GULO.23.04.05
S:
73. What is the advantage of podcasts over live teleconferences?

a. Podcasts are less expensive to produce than live teleconferences.
b. Podcasts are more impersonal than live teleconferences.
c. Podcasts are more popular than live teleconferences.
d. Podcasts require little training to produce.
ANSWER: a
RATIONALE: Because they can broadcast repetitive information that does not require interaction, an advantage of
podcasts is that they can replace costlier live teleconferences.
POINTS: 1
DIFFICULTY: Easy
CTIVES:
ARDS:

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

a. Internal audiences only, e.g., employees
b. External audiences only, e.g., customers
c. Both internal and external audiences
d. Potential customers
ANSWER: c
RATIONALE: Podcasts are versatile and can address various audiences, internal and external.
POINTS: 1
DIFFICULTY: Easy
75. Blogs can be useful to a company for crisis communication.

a. True
b. False
ANSWER: True
RATIONALE: Although a blog cannot replace other communication channels in a PR crisis or an emergency, it
should be part of the overall effort to soothe the public’s emotional reaction with a human voice of
reason.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 132
CTIVES:
ARDS:

76. Although blogs have proven to be an effective tool for some individuals, businesses are reluctant to use them because
they are limited in the audiences that they reach.
a. True
b. False
ANSWER: False
RATIONALE: The biggest advantage of business blogs is that they potentially reach a far-flung, vast audience.

Businesses use blogs to keep customers, employees, and the public informed and to interact with
them.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 132
CTIVES:

77. Blogs can produce unbiased consumer feedback more quickly and cheaply than familiar techniques like focus groups
and surveys.
a. True
b. False
ANSWER: True
RATIONALE: Marketing firms and their clients are looking closely at blogs because blogs can produce unbiased
consumer feedback faster and more cheaply than such staples of consumer research as focus groups
and surveys.
POINTS: 1
DIFFICULTY: Easy
CTIVES:

78. Effective blog entries use informal language and active verbs.

a. True
b. False
ANSWER: True
RATIONALE: Blogs should use expressive action verbs (buy for get; own for have; travel or jet for go). Use
informal, conversational language to sound warm and authentic. Use contractions (can’t for cannot;
doesn’t for does not; isn’t for is not).
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 133
CTIVES:
ARDS:

79. Companies use blogs only for public and customer relations.

a. True
b. False
ANSWER: False
RATIONALE: Companies use blogs for many reasons: public relations, customer relations, crisis communication,
market research, viral marketing, internal communication, and recruiting.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 133
CTIVES:

80. One of the prominent business uses of blogs is to provide up-to-date company information to the press and the public.
a. True
b. False
ANSWER: True
RATIONALE: Businesses use their company blogs, which both executives and rank-and-file employees may write,
for public relations. They also use blogs for customer relations, crisis communication, market
research, viral marketing, internal communication, and recruiting.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 133
CTIVES:

81. Three Ways to Improve Your Resume is an effective title for a blog post.
a. True
b. False
ANSWER: True
RATIONALE: This blog title is effective because it provides a promise and even numbers to create audience interest.
POINTS: 1
REFERENCES: p. 135
CTIVES:

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

a. True
b. False
ANSWER: True
RATIONALE: Bloggers can build a positive image online by posting compelling comments on other bloggers’ posts.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 135
CTIVES:

83. Social networking sites enable businesses to connect with customers and employees, share company news, and
exchange ideas.
a. True
b. False
ANSWER: True
RATIONALE: Social networking sites enable businesses to connect with customers and employees, share company
news, exchange ideas, and recruit employees.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 136
CTIVES:

84. Twitter is very popular for personal use with employees under age 35, but businesses have not yet found positive
business applications for this digital communication tool.
a. True
b. False
ANSWER: False
RATIONALE: Although Twitter remains very popular for individuals under 35, businesses are trying to adapt and
tap the vast potential of social networking. In fact, about 70 percent of the Fortune 500 companies are
now on Facebook, and 77 percent have corporate Twitter accounts.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 136
CTIVES:
ARDS:

85. Many companies have modeled their internal social networks after Facebook.
a. True
b. False
ANSWER: True
RATIONALE: Many businesses have found that the Facebook model can be adapted to internal networks because
staff members are familiar with Facebook.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 137
TIVES:
ARDS:
86. Social networks can help connect employees who are geographically dispersed.
a. True
b. False
ANSWER: True
RATIONALE: Social networks can help connect employees who are geographically dispersed. Social networks can
also help companies gather customer feedback.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 137
CTIVES:

87. Social media is more widely used for marketing than for daily job tasks.
a. True
b. False
ANSWER: True
RATIONALE: Globally, a whopping 97 percent of organizations use social media to market themselves. At the same
time, workers report that social media play a very small role (4 percent) in their day-to-day job tasks.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 138
CTIVES:
ARDS:

88. You must be wary of the many risks in the cyber world, which include not only appearing in inappropriate
photographs but also making "friends" online.
a. True
b. False
ANSWER: True
RATIONALE: Both appearing in inappropriate photographs and making "friends" online pose risks. Tags make
pictures searchable so that an embarrassing college incident may resurface years later.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 139
CTIVES:

89. Twitter is the most popular social media network in America, used by nearly 80 percent of adults.
a. True
b. False
ANSWER: False
RATIONALE: Facebook, not Twitter, is the most popular social media network in America.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 139
CTIVES:

90. Privacy settings on social networking sites prevent others from accessing your personal information.
a. True
b. False
ANSWER: False
RATIONALE: Privacy online is a myth because even privacy settings do not guarantee complete protection from
prying eyes.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 139
CTIVES:

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

a. Down-editing involves inserting your responses to parts of the incoming message.
b. Down-editing means trimming the word count of your response, ensuring that your language is as concise as
possible.
c. Down-editing has the same meaning as curbing exuberance: editing your language to remove unnecessary
intensifiers.
d. Down-editing refers to the practice of putting your reply in a lower position than the e-mail you are
responding to.
ANSWER: a
RATIONALE: To reply efficiently to e-mail messages, you should practice down-editing, which involves inserting
your responses to parts of the incoming message. This reply technique reduces confusion and saves
writing and reading time.
POINTS: 1

DIFFICULTY: Easy
CTIVES:

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

a. location
b. subject
c. time
d. day
ANSWER: b
RATIONALE: Guide words at the top of every e-mail message or memo include To, From, Date, and
Subject.
POINTS: 1
DIFFICULTY: Easy
93. What is the name of the feature that enables you to use the internet or an internal corporate communication platform to
communicate in real time with others by exchanging brief text-based messages?
a. Blogging
b. Podcasting
c. Crowdsourcing
d. Instant messaging
ANSWER: d
RATIONALE: Instant messaging enables you to use the internet or an internal corporate communication platform to
communicate in real time with others by exchanging brief text-based messages.
POINTS: 1
DIFFICULTY: Easy

CTIVES:
ARDS:

94. Similar to the internet, an internal corporate communication platform is called a(n) _______.
a. social network
b. intranet
c. podcast
d. blog
ANSWER: b
RATIONALE: An intranet is an internal corporate communication platform.
POINTS: 1
DIFFICULTY: Easy
95. What is a digital audio file that can be downloaded to a computer or smartphone?

a. Blog
b. Social network
c. Podcast
d. Voice mail
ANSWER: c
RATIONALE: Used by the news media, in education, and for corporate training, podcasts are digital audio files that
users download to computers, smartphones, MP3 players, or other devices for listening.
POINTS: 1
DIFFICULTY: Easy
CTIVES:
ARDS:

96. The unauthorized collection of sensitive data such as financial information or medical data is an example of what type
of cyberthreat?
a. Breach of privacy
b. Disinformation
c. Deepfake
d. Cyberbullying
ANSWER: a
RATIONALE: A breach of privacy occurs when our data is hacked, viewed by unauthorized personnel, or sold to
advertisers. Sometimes it ends up on the dark web in the hands of criminals.
POINTS: 1
DIFFICULTY: Easy
CTIVES:
ARDS:

97. Online harassment through the sharing of embarrassing information online is known as _______.
a. cyberbullying
b. deepfake
c. trolling
d. doxxing
ANSWER: a
RATIONALE: Cyberbullying is a devastating form of online harassment through the sharing of embarrassing
information online, persistent messaging, and other digital nastiness.
POINTS: 1
DIFFICULTY: Easy
CTIVES:
ARDS:

98. What is the term that describes a website with journal entries on any imaginable topic usually written by one person?
a. A blog
b. A podcast
c. An internal memo
d. A press release
ANSWER: a
RATIONALE: A blog is a website with journal entries on any imaginable topic usually written by one person,
although most corporate blogs feature multiple contributors.
POINTS: 1
DIFFICULTY: Easy
CTIVES:
ARDS:

99. What is viral marketing?

a. A term that describes when a computer virus infects the marketing department
b. A term that depicts the rapid spread of online messages, much like infectious diseases that pass from person
to person
c. A term that describes a marketing effort that has failed
d. A term that describes a marketing effort that is copied by a competitor
ANSWER: b
RATIONALE: Viral marketing is a term that depicts the rapid spread of online messages, much like infectious
diseases that pass from person to person.
POINTS: 1
DIFFICULTY: Easy
TIVES:
ARDS:
100. What type of audience is LinkedIn geared to?

a. A professional audience
b. A teenage audience
c. An academic audience
d. An exclusive audience of business executives
ANSWER: a
RATIONALE: LinkedIn is a social online community geared toward a professional audience.
POINTS: 1
DIFFICULTY: Easy

Chapter 05 Short Workplace Messages and Digital Media

Uploaded by

Copyright:

Available Formats

Chapter 05 Short Workplace Messages and Digital Media

Uploaded by

Document Information

Original Title

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

Chapter 05 Short Workplace Messages and Digital Media

Uploaded by

Copyright:

Available Formats

Chapter 05 Short Workplace Messages and Digital Media

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

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

Copyright Cengage Learning. Powered by Cognero. Page 1

5. Which of the following is an effective subject line?

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

Copyright Cengage Learning. Powered by Cognero. Page 3

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

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

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

17. Most e-mail messages and memos _______.

Copyright Cengage Learning. Powered by Cognero. Page 10

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

24. Text messaging requires a SMS, which stands for _______.

29. A big benefit of podcasting is _______.

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

37. Blogs are most similar to _______.

Copyright Cengage Learning. Powered by Cognero. Page 20

42. The opening of a blog should _______.

Copyright Cengage Learning. Powered by Cognero. Page 23

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

Copyright Cengage Learning. Powered by Cognero. Page 24

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

56. Memos are used to convey procedures, official instructions, and reports.

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

Copyright Cengage Learning. Powered by Cognero. Page 29

71. Podcasts are digital audio programs resembling _______.

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

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

75. Blogs can be useful to a company for crisis communication.

Copyright Cengage Learning. Powered by Cognero. Page 37

78. Effective blog entries use informal language and active verbs.

79. Companies use blogs only for public and customer relations.

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

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

Copyright Cengage Learning. Powered by Cognero. Page 44

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

Copyright Cengage Learning. Powered by Cognero. Page 45

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

99. What is viral marketing?

100. What type of audience is LinkedIn geared to?

Copyright Cengage Learning. Powered by Cognero. Page 49

You might also like