Deck 23: Enterprise Social Networks and Knowledge Management

Question 1

A(n) ________ refers to the percent of people who visit a Web site and then immediately leave.

A) bounce rate
B) exit rate
C) exchange rate
D) conversion rate

Answer 1

A

Question 2

The process of creating value from intellectual capital and sharing that knowledge with employees, managers, suppliers, customers, and others who need it is called ________.

A) knowledge management
B) value engineering
C) knowledge engineering
D) earned value management

Answer 2

A

Question 3

Which of the following statements is TRUE of identifying an organization's target audience in a social media information system (SMIS)?

A) Every social media user is the target audience.
B) Only teenagers form the target audience.
C) The identification of a target audience helps organizations focus their marketing efforts.
D) A social media platform is used to identify the target audience.

Answer 3

C

Question 4

Which of the following is TRUE of social media (SM)?

A) The use of social media is an old-style, organization-centered technique.
B) Social media is used for sending messages and attempts to manage, influence, and control customers and partners.
C) Organizations know social media is popular and can be strategically beneficial.
D) Social media markets to employees and not customers.

Question 5

A(n) ________ refers to a content structure employed by Enterprise social networks (ESNs) that emerges from the processing of many user tags.

A) heteronomy
B) agronomy
C) folksonomy
D) cytotaxonomy

Question 6

________ is performed to identify the strengths and weaknesses in an opponent's use of social media in a social media information system (SMIS).

A) Factor analysis
B) Risk analysis
C) Win-loss analytics
D) Competitive analysis

Question 7

Enterprise social networks (ESNs) use outward-facing social media platforms like Facebook and Twitter.

Question 8

Metrics that sound good but do not improve one's decision making are commonly referred to as vanity metrics.

Question 9

Depending on an organization's strategy, it will use different social media platforms in different ways.

Question 10

Which of the following is the first step in developing a social media information system (SMIS)?

A) Define what the organization wants to achieve with social media.
B) Identify metrics that will indicate whether an organization has achieved its goals.
C) Maximize metrics like conversion rate and bounce rate.
D) Identify the organization's target audience.

Question 11

A(n) ________ is a software platform that uses social media to facilitate cooperative work of people within an organization.

A) enterprise social network
B) content management system
C) earned value management
D) expert system

Question 12

A(n) ________ is the percent of people who achieve a certain result for an organization.

A) bounce rate
B) exit rate
C) exchange rate
D) conversion rate

Question 13

Explain briefly how organizations view a social media information system (SMIS).

Question 14

Conversion rate refers to the percent of people that visit a Web site and then immediately leave.

Question 15

What is an enterprise social network (ESN)?

Question 16

Knowledge management can improve the effectiveness and efficiency of a process.

Question 17

________ indicate whether an organization has achieved its goals.

A) Vanity metrics
B) Cyclomatic complexities
C) Halstead complexities
D) Success metrics

Question 18

All companies have teams who are trained to use social media (SM).

Question 19

Success metrics are also known as key performance indicators (KPIs).

Question 20

Using enterprise social networks (ESNs), employees can bypass managers and post ideas directly for the CEO to read.

Question 21

What is knowledge management? How does it benefit an organization?

Question 22

Which of the following statements is TRUE of the content management application alternatives?

A) In-house systems are far less expensive to maintain than off-the-shelf products.
B) Organizations develop an in-house system to track machine maintenance procedures.
C) Custom content management applications are economical to develop and maintain.
D) Off-the-shelf products have considerably less functionality than most in-house systems.

Question 23

The largest collection of documents ever assembled exists on the Internet, and the world's best known document search engine is ________.

A) Yahoo
B) Bing
C) Google
D) AltaVista

Question 24

Documents in content management systems exist in isolation from each other.

Question 25

Which of the following statements is TRUE of expert systems?

A) Small changes in the rules can cause unexpected outcomes.
B) The programs that process a set of rules are called expert systems codes.
C) They are easy to maintain because of their rule-based nature.
D) They require very few labor hours from both experts and designers.

Question 26

What are the alternatives to content management applications?

Question 27

Expert systems are easy to maintain.

Question 28

Document contents in content management systems are perishable.

Question 29

Custom content management applications are expensive to develop and maintain.

Question 30

Which of the following is a challenge for content management systems (CMS)?

A) Content databases cannot hold large numbers of documents.
B) Documents exist in isolation from each other.
C) The systems must maintain linkages among documents.
D) CMS content is static.

Question 31

It is often easier for an employee of an organization to find a document of the organization using Google than using an in-house search engine.

Question 32

What are expert systems?

Question 33

________ are information systems that support the management and delivery of documents and other expressions of employee knowledge.

A) Document management systems
B) Enterprise resource systems
C) Expert systems
D) Content management systems

Question 34

What are content management systems? Define the challenges of content management.

Question 35

Which of the following is a disadvantage of expert systems?

A) They cannot be updated to meet the changes in technology.
B) They cannot consist of more than one If/Then rule.
C) They are difficult to develop and maintain.
D) The system's knowledge is available only to high-skilled experts.

Question 36

________ are rule-based systems that encode human knowledge in the form of If/Then rules.

A) Document management systems
B) Expert systems
C) Content management systems
D) Enterprise resource planning systems

Question 37

Expert systems came into existence long after the use of social media and the Internet.

Question 38

In-house systems have considerably more functionality than off-the-shelf products and are far less expensive to maintain.

Question 39

Software is the only component present in a content management system.

Question 40

Content management systems cannot store graphics.

Question 41

Which of the following is NOT a step in the social media development plan?

A) Define your goals
B) Define your value
C) Make personal connections
D) Sign up for all of the social media accounts

Question 42

Which of the following is a ESN deployment best practice concerning strategy?

A) Measure ESN effectiveness against success metrics.
B) Provide all users access to the ESN.
C) Define success metrics.
D) Promote ESN success stores.

Question 43

Which of the following is a way for companies to make personal connections using social media?

A) Having timed pre-written messages.
B) Consistently listing product benefits.
C) Creating useful interactions.
D) Instructing customers to use the FAQs on their website.

Question 44

Which of the following is NOT a reason expert systems have seen limited success?

A) There were not enough engineers to create them.
B) They were expensive to develop.
C) They were difficult to maintain.
D) They were unable to live up to their name.

Question 45

Companies know how to use social media.

Question 46

To assist a company in handling customer's technical support problems, a representative can use the ________ system to look up the answers to unknown questions.

A) knowledge management
B) value engineering
C) knowledge engineering
D) earned value management

Question 47

Which of the following is a challenge for content management systems?

A) CMS content is static.
B) Content databases are huge.
C) Document exist in isolation from each other.
D) Document contents are permanent.

Question 48

McAfee's SLATES Model is acronym for Search, Layers, Authoring, Tags, Extensions, and Signals.

Question 49

The program that processes the set of rules in an expert system is called ________.

A) the knowledge engine
B) If/Then rules
C) expert system shells
D) knowledge manager

Question 50

ESNs help improve internal communication.