TEST BANK
OF BCOM 6TH EDITION BY LEHMAN, DUFRENE
IF You Want To Purchase A+ Work Then
Click The Link Below , Instant Download
Chapter 5—Communicating Electronically
TRUE/FALSE
1. Email is a channel of choice for business
messages that must be sent to several recipients in a timely manner.
2. Rajhad would like to invite several employees
of different departments to attend a new product planning meeting. A good
subject line for her invitation e-mail message would be "Meeting for
Brainstorming New Products."
3. Repeating the information in the subject line
in the first sentence of an email is redundant and should be avoided.
4. The word “Meeting” is an example of an
efficient and effective subject line for an email message.
5. One of the purposes of a subject line in an
email message is to allow recipients to sort through and prioritize the reading
of messages.
6. Because e-mail messages are written
efficiently, they should be organized in a direct, deductive style.
7. Jargon and acronyms are found more commonly
in e-mail messages than in business letters that go to parties outside the
company.
8. Enumerated lists, bulleted lists, tables,
graphs, and pictures can all be used in email messages to strengthen
communication.
9. Given the informality of a business email
message, grammar and spelling are not as critical as they might be in a
business letter.
10. A business person should carefully consider whether to send a
formatted document as an attachment to an email message because of the time
required for downloading.
11. When using instant messaging, spelling and grammar matter less
than when using e-mail.
12. Text messaging is a viable alternative to phone calls for those
with hearing impairment.
13. Text messaging is a social communication tool and not applicable
for business communication.
14. Under the Electronic Communications Privacy Act, employers need
only provide a legitimate business reason for monitoring employee email
communication and are not required to notify employees of the monitoring.
15. Federal laws ensure that email messages employees send at work are
private.
16. Jarrod deleted an email message that documented problems with the
company’s safety procedures. In court, this lack of evidence will be likely
dismissed as an innocent mistake that is frequently made by employees.
17. A company’s intranet is a web platform for interacting with
business partners, such as customers, suppliers, and vendors.
18. A company's intranet and extranet restrict access only to visitors
who have authorization.
19. A good rule of thumb when composing web pages is to use as many
graphics as possible, and the bigger the better.
20. Anonymous blog postings can lead to irresponsible behavior,
harassment, and gossip.
21. Most companies prohibit the use of wikis among employees as a form
of internal communication.
22. When leaving a phone message, you should give only your name and
number to improve efficiency.
23. When communicating with a colleague about the hiring or firing of
an employee, you would be well advised to not use a cell phone.
24. Email and cell phone calls are preferred channels for
communicating information that is private or sensitive.
25. A company legally owns the electronic communications of its
employees.
MULTIPLE CHOICE
1. Which of the following is NOT a
benefit of e-mail?
|
a.
|
E-mail reaches people more quickly
than letters or memorandums.
|
|
b.
|
E-mail can be easily discarded when
the message does not have to be kept.
|
|
c.
|
E-mail relieves the recipient from
playing "telephone tag."
|
|
d.
|
E-mail is private because it requires
the use of a password to access it.
|
2. An email message with the subject “Meeting
Notes Attached: Crescent City Grill Launch Party” might use which of the
following as its first sentence,
|
a.
|
Please remember to include the mayor
on the guest list.
|
|
b.
|
Attached are the notes from our Monday
meeting discussing the Launch Party of the Crescent City Grill on March 3.
|
|
c.
|
BTW, what time did we decide for the
buffet to open?
|
|
d.
|
The meeting notes are attached.
|
3. As vice president of sales, you would like to
send company personnel a good-news message about the company's first quarter
sales results. Which of the following would be the best subject line for your
message?
|
a.
|
Good News!
|
|
b.
|
FYI
|
|
c.
|
Sales Figures
|
|
d.
|
First Quarter Sales Exceed Projections
|
4. The subject line of an email message should
do all of the following, EXCEPT
|
a.
|
warn the recipient of the message of
the bad news.
|
|
b.
|
allow the recipient to prioritize the
message.
|
|
c.
|
expedite understanding of the message.
|
|
d.
|
provide a point of reference for
future use.
|
5. Email messages should be limited to one topic
because
|
a.
|
some computers cannot display longer
messages.
|
|
b.
|
an email message should not contain
competing ideas.
|
|
c.
|
the recipient might forget to respond
to multiple points discussed.
|
|
d.
|
messages with multiple topics take too
long to type.
|
6. Which of the following is the most effective
passage in an email message to managers concerning new procedures for locking
up the building when leaving at night?
|
a.
|
When you leave the plant at night,
here are a few things to remember:
· Close and lock all
secondary plant doors.
· Key your personal
code into the security pad to the right of the door.
· Open the main
plant door and go outside.
· Close the door.
· Use your key to
lock the door.
· Press enter on
your personal plant remote to arm the security system.
|
|
b.
|
When you leave the plant at night,
follow these procedures:
1. Close and lock
all secondary plant doors.
2. Key your
personal code into the security pad to the right of the door.
3. Open the main
plant door and go outside.
4. Close the door.
5. Use your key to
lock the door.
6. Press enter on
your personal plant remote to arm the security system.
|
|
c.
|
When you leave the plant at night,
follow these procedures—close and lock all secondary plant doors, key your
personal code into the security pad to the right of the door, open the main
plant door and go outside, close the door, use your key to lock the door, and
press enter on your personal plant remote to arm the security system.
|
|
d.
|
All are equally effective.
|
7. Which of the following is NOT
an example of good email etiquette?
|
a.
|
Answer every email message as soon as
it is received.
|
|
b.
|
Forward an email from another person
only with the permission of the original writer.
|
|
c.
|
Send short, direct messages that would
typically be sent through memos.
|
|
d.
|
Avoid sending messages when you are
angry.
|
8. When composing an email message,
|
a.
|
ideas should be organized inductively
when the message contains good news or routine information.
|
|
b.
|
just be direct, since such
communications are routine.
|
|
c.
|
present the information in the order
it is likely needed or will be best received.
|
|
d.
|
avoid repeating information that is in
the subject line in the opening sentence.
|
9. Electronic messages as a communication
channel would NOT be appropriate for which of the following
situations?
|
a.
|
When you need to send a message to
someone outside the company
|
|
b.
|
When you need to send sensitive or
extremely confidential information
|
|
c.
|
When you need to send one message to
several different people
|
|
d.
|
When you need a quick response to a
simple question
|
10. Your employee in another location is perpetually late submitting
work. You must confront him about his lateness and discuss a solution for the
problem. Your email to him says:
|
a.
|
I am tired of your work being late.
Fix the problem or you’re fired!
|
|
b.
|
Can we chat today about your upcoming
project deadlines and your plans to meet them?
|
|
c.
|
Do you know what time it is? Time for
you to get to work! Ha! Ha! (JK!!!)
|
|
d.
|
Your late submissions have become
intolerable.
|
11. To protect computer systems from e-mail viruses and hoaxes,
|
a.
|
open attachments and then command your
computer to scan them for virus activity.
|
|
b.
|
forward questionable messages to the
e-mail administrator.
|
|
c.
|
forward all emailed warnings to those
in your address book just in case the threat is real.
|
|
d.
|
keep in mind that unsolicited e-mails
with an ".exe" extension are usually safe to open.
|
12. Which of the following is NOT good advice for
handling e-mail efficiently?
|
a.
|
Set up separate accounts for receiving
messages that require your direct attention.
|
|
b.
|
Keep all messages in the event that
you ever need to verify information from them.
|
|
c.
|
Set up folders that organize messages
you need to keep.
|
|
d.
|
Investigate the purchase of an e-mail
handler to assist with sorting and prioritizing messages.
|
13. Which of the following is true concerning instant messaging (IM)?
|
a.
|
Most companies use IM in some way.
|
|
b.
|
Special hardware is needed to IM.
|
|
c.
|
Spelling and grammar are as important
in IM as in email.
|
|
d.
|
All of the above are true.
|
14. Your intern forwards a message to you about a new computer virus
that you discover is a hoax from a reliable source. What should you do?
|
a.
|
Reply to the email message and tell
the intern he is irresponsible for believing virus hoaxes.
|
|
b.
|
Reply to the message and tell him that
you have discovered the virus is a hoax. Also send him the web address for
the hoax information.
|
|
c.
|
Ignore the message.
|
|
d.
|
Forward the message to your
supervisor, telling her that the intern is violating company policy about
forwarding hoax messages.
|
15. Which of the following is most accurate concerning the use of
instant messaging in business situations?
|
a.
|
Instant messaging is not a business
tool and should be reserved for personal use.
|
|
b.
|
Instant messaging can be used in some
business situations but requires accurate spelling and grammar when it is
used.
|
|
c.
|
Instant messaging has wide business
use, and spelling and grammar matter less than in other types of business
communications.
|
|
d.
|
Instant messaging can be used anytime
that email is appropriate.
|
16. Which is the following is true concerning text messaging?
|
a.
|
The Chinese language is especially
well-suited to text-messaging.
|
|
b.
|
The Japanese commuters prefer phone
conversations to texting.
|
|
c.
|
In the U.S., texting is most popular
among people age 30 to 50.
|
|
d.
|
Southeast Asia has not yet acquired
texting technology.
|
17. Aricelli is in charge of writing for the web page of her service
organization. Which of the following should she avoid when writing for a web
audience?
|
a.
|
Providing detailed text.
|
|
b.
|
Writing the main idea or conclusion
first, followed by details.
|
|
c.
|
Listing the items in columns rather
than in rows.
|
|
d.
|
Writing directions in simple, numbered
steps.
|
18. An organization that wants to provide business partners with
always-available information and contact should use which of the following?
|
a.
|
Intranet
|
|
b.
|
Extranet
|
|
c.
|
Email
|
|
d.
|
Voice mail
|
19. A company posts information to the Web for its business partners
such as vendors, suppliers, and customers that they must access by using a
password. This activity illustrates use of the company’s
|
a.
|
intranet.
|
|
b.
|
extranet.
|
|
c.
|
public web presence.
|
|
d.
|
wiki.
|
20. Which of the following is NOT an advantage of a
company weblog?
|
a.
|
Enhances business and build customer
loyalty.
|
|
b.
|
Helps service teams troubleshoot
current problems.
|
|
c.
|
Provides dynamic, rapidly changing
communication channels.
|
|
d.
|
Allows employees to vent frustrations
anonymously.
|
21. 30.Which of the following is not a web 2.0 technology?
|
a.
|
Voice mail
|
c.
|
wick
|
|
b.
|
blog
|
d.
|
social networking
|
22. When leaving a voice mail for a client concerning an upcoming
meeting, you should
|
a.
|
discuss your schedule for the entire
week, detailing each meeting you have.
|
|
b.
|
start talking about the meeting
immediately, without giving your name if your client should recognize your
voice.
|
|
c.
|
leave your name, telephone number, and
enough details for the listener to understand what you want.
|
|
d.
|
leave your name and telephone number
and no other details to save time.
|
23. During a business lunch with a client, a colleague calls with bad
news about another project. You should
|
a.
|
answer the call at the table and
discuss the situation without leaving the table.
|
|
b.
|
answer the call at the table, listen
to the news calmly, and tell your colleague you will call him back later.
|
|
c.
|
excuse yourself from the table, take
the call somewhere unobtrusive, handle anything you can handle quickly, and
then tell your colleague you will call him back later.
|
|
d.
|
let the phone continue to ring at the
table without answering.
|
24. Which of the following is true of cell phone communication?
|
a.
|
Using your cell phone while driving is
advisable because it is a wise use of time.
|
|
b.
|
Federal law prohibits using a cell
phone use while driving without a hands-free device.
|
|
c.
|
You should generally answer your cell
phone during a business meeting, when a call comes from a client.
|
|
d.
|
None of the above is true.
|
25. A manager is faced with having to lay off some of his staff due to
financial losses that the company has suffered. Which of the following channels
of communication would be MOST appropriate for sharing this news,
given the sensitive nature of the message?
|
a.
|
A well-written, empathetic letter
|
|
b.
|
A face-to-face meeting with each
employee
|
|
c.
|
A phone call
|
|
d.
|
An email message
|
26. According to the Electronic Communications Privacy Act, firms may
check the email messages of their employees
|
a.
|
to determine if employees are using
the email system for legitimate work-related purposes.
|
|
b.
|
and publicize their content in any way
the employer chooses.
|
|
c.
|
to determine whether the messages are
originated at work or home.
|
|
d.
|
only if they suspect company espionage
or theft.
|
27. The ABC Corporation is concerned about the legal problems of email
being used for evidence in litigation. Employees must adhere to strict email
guidelines. Which of the following should NOT be one of ABC’s
guidelines for email usage?
|
a.
|
Avoid writing emotionally charged
emails.
|
|
b.
|
Organize emails in folders and
subfolders for quick retrieval.
|
|
c.
|
Delete unneeded emails regularly to
avoid clutter
|
|
d.
|
Use email for private messages.
|
28. Text messaging should not be used for which of the following
business messages?
|
a.
|
An efficient delivery of a sales
message.
|
|
b.
|
A quick and silent updating message to
a colleague in a meeting.
|
|
c.
|
A confirmation of an appointment to a
coworker on a business trip.
|
|
d.
|
A less emotional way to tell a
subordinate he did not receive a desired promotion.
|
29. Which of the following is NOT an acceptable
situation for using email?
|
a.
|
Providing all employees with
information about the company’s new computer system.
|
|
b.
|
Evaluating the strengths and
weaknesses of a current employee.
|
|
c.
|
Sending product meeting notes to all
meeting participants.
|
|
d.
|
Thanking a client for his continued
business.
|
30. You receive an email message from a co-manager concerning the
negative performance of an employee. How do you respond?
|
a.
|
Reply to the email, adding your
comments to those of your co-manager.
|
|
b.
|
Forward the email to the employee.
|
|
c.
|
Meet with your co-manager and discuss
the employee’s weaknesses face to face.
|
|
d.
|
Forward the email to your supervisor
for her comments.
|
SHORT ANSWER
1. Explain the purpose of a subject line in an
email message, and provide guidelines for writing an effective subject line.
2. Ben, a supervisor who works for you, does not
understand why he does not often receive effective replies to his email
messages. He asks you to review some messages he has sent over the past several
weeks and to provide constructive criticism. What should you look for as you
review his messages?
3. What questions should you ask yourself in
determining whether electronic communication is an appropriate message channel?
4. Discuss five techniques for composing
appropriate web content.
5. You have been instructed to develop a cell
phone policy for members of your organization. What are the major elements you
will include in the policy?
6. You have been asked to develop guidelines for
your company’s new weblog. What are the major elements that you will include in
the guidelines?
CASE
1. Convenience Store Chain Emails Good News
You are the vice president of operations for a large convenience
store chain that is located throughout approximately half of the United States.
The chain has undergone some tough financial times, but sales from the first
quarter have exceeded expectations. The company had planned to sell $600
million in merchandise during the quarter and instead sold $650 million. The
Western Region was largely responsible for the increase in overall company
sales. George Winter, the director of the Western Region, ran a sales promotion
contest that boosted his sales results by 20 percent. The contest, called
"Just Ask!" required all participants to conduct suggestive selling
of merchandise infrequently purchased by customers, such as milk, juice, and
bread. The winning district in the contest received $1,000 in prize money, to
be split among employees in that store.
Required:
Write an email message to all employees that conveys the good news
and congratulates George Winter.
2. Camponi Fashions Changes Employee Policy
Camponi Fashions gives its sales consultant a $2,000 wardrobe
annually to be selected from the current lines. In addition, these employees
may also purchase additional clothing at a 15 percent discount. The company
recently has gone through serious financial difficulties. As part of its
attempt to bring expenses down, management has decided to reduce the clothing
allowance for the upcoming year to $1,000 and the purchase discount to 10
percent. When the company returns to normal profit levels, the original allowance
and discount will be restored.
Required:
As the manager of the sales associates, write an email message
conveying the change in policy for the upcoming year.
3. Car Max Announces Top Salesperson
You are the vice president of sales for a Car Max dealership in
southern Florida. Top sales people are annually recognized with Bronze, Silver,
or Gold awards, depending on the level of their sales. Sales people are
recognized at an annual banquet and presented with a certificate. The top sales
person for the year is Brandon Spellman.
Required:
Write an email message to Car Max employees congratulating all
award winners and announcing Brandon Spellman as the top salesperson of the
year.
4. Corrective Email to Staff
Analyze the following email message for content, formatting, and
email practices. Revise the message.
|
TO:
|
Staff
|
|
SUBJECT:
|
Changes
|
It has come to my attention that some of you apparently do not
have enough work to keep you busy. In the past six months since I assumed the
position as your boss, I have observed many of you playing computer games,
making personal phone calls, and spending far too much time in personal
conversations with each other. We have far too much work in this department for
all of you to waste time like this.
Effective immediately, the following changes will be enforced:
1)No personal use of the computer will be tolerated. 2)No personal phone calls
unless emergency. 3)Conversations must be limited to break time and lunchtime,
in the lunchroom only.
I expect your cooperation. Thank you.
Just a final reminder that we will have a staff meeting tomorrow
at 3 p.m.
No comments:
Post a Comment