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Business Communication
Q:
When responding to claim letters, companies usually accept the customer's explanation of the problem.
Q:
If you are writing to someone to request a recommendation letter for a job or scholarship, you should include a stamped, preaddressed envelope for mailing.
Q:
Explain how to apply the three-step writing process to instant messages.
Q:
Describe four challenges of effectively managing communication in a social media environment.
Q:
Briefly explain the differences among user-generated content sites, community Q&A sites, and community participation websites.
Q:
Explain how inappropriate use of email at work can lead to legal problems.
Q:
What are seven guidelines to keep in mind when creating content for business-related social media?
Q:
When creating podcasts for business, should you script them entirely and read them word-for-word? Briefly explain your answer.
Q:
Give at least three examples of how podcasts could replace more traditional message formats in business.
Q:
List at least three advantages of using blogs in business.
Q:
List at least three drawbacks of using instant messaging in business.
Q:
Write an informative subject line for the following email.
From July 6-9 the employee cafeteria will be closed in order to update the electrical system in the kitchen. Employees may bring their own food and eat in the cafeteria, but no food will be served on those dates.
Q:
Briefly describe the characteristics of an effective email subject line.
Q:
Briefly explain the concept of using compositional modes for electronic media.
Q:
List at least three general situations in which you should consider sending a printed version of a business message instead of using an electronic medium.
Q:
List at least five media that are popular for sending brief business messages.
Q:
What is tagging, and how can it help bloggers promote their blogs?
Q:
Briefly explain how reputation analysts can help companies obtain important information about clients.
Q:
What is viral marketing?
Q:
What advantages does instant messaging offer compared to email?
Q:
Briefly define enterprise instant messaging and list some of the benefits associated with it.
Q:
List at least two examples of community participation websites, and briefly explain what these websites are designed to accomplish.
Q:
Although they are popular for personal use, user-generated content sites such as Flickr and YouTube generally are not useful for business communication.
Q:
Because many email programs display the first part of a message before it is opened, it is often helpful to "tweetify" the opening lines to get your reader's attention.
Q:
With the variety of electronic media now available, sending a printed message is never preferable to sending an electronic one.
Q:
When writing for electronic media, you can choose from only three different compositional modes.
Q:
A podcasting channel offers regular recordings on a consistent theme, designed for a wide public audience.
Q:
Using hashtags in microblogs is complicated and difficult.
Q:
iTunes can be an effective venue for distributing a company's podcasts.
Q:
One of the best ways to distribute podcasts is to use a blog that provides supporting information.
Q:
It is best to read from a prepared script when creating podcasts for business.
Q:
Unlike other business presentations, podcasts require little planning and are most effective when delivered impromptu.
Q:
Blogs are useful tools for crisis communication.
Q:
One drawback of current blogging software is that it takes a great deal of time to post new material.
Q:
SMS is another term for text messaging.
Q:
If you are frustrated that virtually no one responds to your emails, you should set the message priority to "High" for all the messages you send.
Q:
Spelling, punctuation, and grammar do not matter in email; getting your message out quickly should be your only concern.
Q:
An effective email subject line is very short and describes only the general topic of the message.
Q:
Leaving the subject line out on important email messages will spark your readers' curiosity and increase their desire to read your email.
Q:
In business-related email messages, it is a good idea to make frequent use of background colors and colored type to add visual appeal to the text.
Q:
In email, "cc" stands for "carbon copy."
Q:
It is illegal for your company to open and read email you send and receive at work.
Q:
In general, user-generated content sites have yielded disappointing results for companies that have used them for business purposes.
Q:
Because each electronic medium has unique requirements, basic communication skills do not usually transfer from one system to another.
Q:
If your company draws criticism, it is best to respond promptly and honestly.
Q:
In a court of law, email messages and other electronic documents can have the same weight as printed documents.
Q:
Creating effective social media content in business means taking every opportunity to promote your company's products.
Q:
One advantage of blogging for business is that it enables you to update content quickly and easily.
Q:
Twitter is one example of a microblogging system.
Q:
There are no important differences between instant messaging and text messaging.
Q:
In business communication, email is often being replaced by other tools that provide better support for instant communication and real-time collaboration.
Q:
Sites such as Flickr, Facebook, and YouTube are valuable for social communication, but not for business.
Q:
One of the greatest drawbacks to using podcasts in business is
A) they require costly, specialized equipment you'll need to purchase regardless of the production quality you want.
B) the difficulty of finding people with good speaking voices.
C) the challenge listeners face when it comes to scanning back and forth to find specific parts of the message.
D) the high cost of distributing them.
E) none of the above
Q:
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.
Q:
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.
Q:
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
Q:
When it comes to blogging for business,
A) don't worry about proofreadingyour audience doesn't expect it.
B) you should 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.
Q:
"Viral marketing" is
A) the unethical practice of marketing products through computer viruses.
B) advertising products and services related to the health-care industry.
C) the transmission of messages about your company and products by individuals outside your organization.
D) marketing that uses hostile language to "shame" consumers into purchasing goods and/or services.
E) none of the above.
Q:
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.
Q:
The best known newsfeed, which allows blog followers to get new information automatically, is
A) RSS.
B) Digg.
C) YouTube.
D) Yelp.
E) Napster.
Q:
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.
Q:
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 none of the above.
E) do all of the above.
Q:
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.
Q:
When using IM for business communication, acronyms such as FWIW and HTH
A) are perfectly appropriate.
B) may confuse some readers, who are new to the medium but meet the expectations of most.
C) should be used frequently since they indicate your comfort with the medium.
D) should not be used unless you are communicating with close colleagues.
E) are inappropriate for U.S. audiences, but fine for international readers.
Q:
When it comes to instant messaging (IM), the three-step writing process
A) should not be followed since it only slows things down.
B) is impossible to use, even for highly skilled communicators.
C) still applies, except for the planning step.
D) worsens the quality of your messages since IM is supposed to be spontaneous.
E) is compressed, but still helpful.
Q:
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.
Q:
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.
Q:
Advantages of using IM rather than email include its
A) ability to completely eliminate the equivalent of "junk mail."
B) availability on a wide range of devices.
C) ability to mimic conversations.
D) ability to convey tone more effectively.
E) all of the above.
Q:
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 those 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.
Q:
SMS stands for
A) standard mobile subscription.
B) substitute messaging server.
C) short messaging service.
D) standalone mail system.
E) secure monitoring service.
Q:
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) I need to know the exact inventory on bananas for Augustplease send it right away. Thanks.
Q:
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.
Q:
Email
A) should follow the convention of other business writing in formal situations.
B) should never be longer than one screen.
C) does not need to be proofread.
D) is the best medium for internal messages, regardless of their content.
E) should never include attachments, since they can harm the audience's computer.
Q:
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) try to limit all email messages to a single sentence.
Q:
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.
Q:
The subject line of an email message
A) is rarely read by the recipient.
B) helps recipients decide whether or not to read the message.
C) should describe only the general topic of the message.
D) must never be longer than 3 words long.
E) does all of the above.
Q:
Email messages
A) generally require less care than other messages, since email is temporary and easily deleted.
B) should be written with the assumption that they will be stored forever.
C) should always be less formal in business than messages in other media.
D) are preferable to face-to-face conversations when delivering bad news.
E) None of the above.
Q:
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.
Q:
One important element of basic email etiquette is to
A) respect the chain of command.
B) use bullets and lists.
C) include headings on all emails.
D) capture your readers' attention.
E) send all messages prior to 12:00 noon on weekdays.
Q:
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.