Deck 9: Sharing Informative and Positive Messages With Appropriate Technology

Question 1

Instant messages should be used specifically for long messages on critical issues such as getting feedback on a report or negotiating a price.

Answer 1

False
Explanation: Instant messages and text messaging are good for short messages on noncritical topics because they are less intrusive than phone calls or visits. They can be used for messages such as running commentary or questions on tasks on for which colleagues are working on simultaneously. Since they are generally answered immediately, they can decrease the time needed to solve an issue.

Question 2

It is important to highlight information in a subject line if information is neutral or negative.

Answer 2

False
Explanation: When a message needs to convey good news to a reader, one should build goodwill by highlighting it in the subject line. On the other hand, when the information is neutral, one should summarize it concisely in the subject line.

Question 3

E-mails should be used when one does not want to create a paper trail.

Answer 3

False
Explanation: E-mails should be used if one wants to leave a paper trail, or save time or money. One can also use emails to and allow readers to deal with messages at their convenience, when timing is not crucial.

Question 4

Face-to-face visits are a good choice when discretion is vital and one does not want to leave a paper trail.

Question 5

Telepresence is a low-cost alternative for videoconferencing and allows employees to connect and collaborate remotely with web cameras that are standard on many newer laptops or tablets.

Question 6

Twitter is a microblog that allows users to let their followers know what they are doing by posting short messages of 140 characters or less.

Question 7

Blogs allow users within an organization to build stronger relationships by chatting online and adding each other to their friend's list.

Question 8

Phone calls are a better choice than face-to-face visits when a business requires negotiation or a dialogue.

Question 9

A subject line helps in retrieving the document and tells readers why they need to read the document.

Question 10

A way to ensure that an e-mail gets read is to use important information in the subject line.

Question 11

While using a pattern of organizing messages,one should realize that every message which uses the basic pattern will have all the elements listed.

Question 12

Smartphones allow users to conduct word processing,learn their next tasks,and update a job's status.

Question 13

Informative and positive messages include acceptances; positive answers to requests; and information about procedures,products,or services.

Question 14

When one sends out regularly scheduled messages on the same topic,it is important to put new material at the top or use color for new or changed entries.

Question 15

Good blogs present their content in ways that inspire conversations and encourage readers to comment and then to share the information.

Question 16

An informative message has the primary purpose of deemphasizing any negative elements.

Question 17

A positive message is one where a receiver's basic reaction to the message is neutral.

Question 18

While sending messages with an attachment,one should avoid the most vital information in the e-mail.

Question 19

Widgets are tiny software programs that can be dragged,dropped,and embedded into social media sites.

Question 20

Wikis are an online form of content knowledge management used by companies to advertise products for consumers.

Question 21

While using humor in a message,one should opt for political or religious humor because it always helps lighten the audience's mood.

Question 22

Which of the following is true about information overload?

A) It is a secondary purpose of informative and positive messages.
B) It comprises of crucial data such as annual reports which tend to be lengthy.
C) It makes people become selective about the messages they open and read.
D) It is desirable because it keeps people informed about several vital happenings.
E) It is a strategy to make employees in a company more efficient and productive.

Question 23

While responding positively to complaints,one should give the reason for the original mistake only if it reflects credit on the company.

Question 24

Monica Hunter is an executive assistant at a campaigning organization and needs to organize an important project meeting in the upcoming week.Though she has made all arrangements much ahead of time,the project manager needs to travel out of town on the day of the scheduled meeting.She needs to find a way to still organize the meeting with active participation of all members including the project manager.Which of the following communication hardware would help Hunter arrange this meeting?

A) Smartphone
B) MP3 player
C) Videoconference
D) Portable media player
E) iPod

Question 25

Which of the following would be considered as an example of a positive message?

A) Offering details to employees about insurance benefits that the company offers
B) Informing employees of upcoming cutbacks on costs due to a financial crisis
C) Requesting monthly progress reports from the members of the sales staff
D) Offering criticism and evident loopholes in a subordinate's presentation
E) Providing employees sales target figures to be achieved for the upcoming quarter

Question 26

A good way to organize a memo or letter of transmittal is to start by saying what one is sending.

Question 27

A message requires benefits when presenting only factual information.

Question 28

Which of the following would be classified as an informative message?

A) Denying an increase in credit limit by a bank to a customer
B) Informing a student that an application to the college has been rejected
C) Minutes of a meeting being distributed to all members of the meeting
D) A letter to an employer informing that he/she has accepted another job offer
E) An announcement to a customer that the payment date for a policy has lapsed

Question 29

In order to summarize a document,one should start with supporting evidence or details of a message.

Question 30

Which of the following is a primary purpose of an informative message?

A) To build a good image of the sender's organization
B) To deemphasize any negative information
C) To eliminate future messages on the same subject
D) To build a good image of the sender
E) To have the receiver view the information positively

Question 31

Which of the following tasks can be undertaken by a portable media player?

A) Broadcast streaming video
B) Access blogs and websites
C) Videoconference
D) Complete a time sheet
E) Make telephone calls

Question 32

Hazel Warren works as a communication executive at a fashion publication in Paris.She has been asked by her editor to prepare a draft on prospective topics for their upcoming winter edition.Warren searches for ideas from fashion web sites and e-mails her network of designers to know what the current trends for the winter season are.Which of the following communication hardware is Warren most likely to be using?

A) iPod
B) Portable Media Player
C) Videoconference
D) Smartphone
E) Telepresence

Question 33

Complimenting a reader for a job well done is an example of a goodwill ending.

Question 34

Which of the following is true of informative messages?

A) They elicit a neutral reaction from the receiver.
B) They are always lengthy and descriptive in nature.
C) They immediately ask a receiver to undertake action.
D) They are void of any persuasive elements in them.
E) They have a primary purpose to build a good image of the sender.

Question 35

While praising or congratulating people in a message,it is important to make the praise sound sincere by offering specifics.

Question 36

Goodwill endings should focus on the reader's hobbies,family,or personal life.

Question 37

Rhonda Wells is a relationship manager at Orbit Bank in California.She needs to write to a customer to let him know that his application for an increase in credit limit has been approved.In her message,she includes information about the company's history and testimonials from other valued customers.What is Wells' secondary purpose of including this additional information?

A) Building a good image of her organization
B) Cementing a good relationship with her manager
C) Making the receiver view the information positively
D) Providing good news to the customer
E) Having the receiver view the information neutrally

Question 38

In a summary of a conversation for internal use,one should identify the people who were present,the topic of discussion,decisions made,and who will be undertaking which tasks.

Question 39

Audience benefit for an informative or positive message is not necessary when presenting policies.

Question 40

Which of the following is a function of telepresence?

A) It creates virtual meetings that are almost lifelike.
B) It allows users to conduct word processing.
C) It facilitates sending and receiving of e-mails.
D) It helps users make telephone calls.
E) It facilitates access to a range of web sites.

Question 41

April Hayes needs to schedule a meeting for her manager,Raymond Owens with an important business client.She received an e-mail in the morning from the client's assistant stating that 11 a.m.on Tuesday suits well for the client.Now,she needs to confirm the meeting at the earliest by checking if the time works well for Raymond Owens as well.Which of the following would be the best mode of communication for Hayes?

A) E-mail
B) Blog
C) Phone
D) Videoconference
E) Wiki

Question 42

Cindy Cole is a public relations executive at an educational institution and needs to invite Florence Woods,a renowned author for the annual function in March.She knows that Woods has a busy schedule and travels around the globe for her work.Which of the following should Cole undertake while composing her e-mail keeping in mind Woods' time restraints?

A) Put important details about the annual meet in the middle paragraph
B) Use an overview if the e-mail is less than one screen long
C) Limit the e-mail to the main topic of the annual meet
D) Avoid using headings if her e-mail is more than one screen long
E) Use off-topic materials to make the e-mail interesting

Question 43

For which of the following purposes are e-mails commonly used?

A) To avoid leaving behind a paper trail
B) To ensure readers respond immediately
C) To solve a problem when time is crucial
D) To undertake controversial activities
E) To save time and money

Question 44

Which of the following should be undertaken while summarizing a message?

A) Start with the main points and then move on to explaining supporting material
B) Use chronological accounts while summarizing data for external people
C) Provide step-by-step account of what one did when it involves an external audience
D) Avoid stating the topic of discussion in an internal conversation since it is already known
E) Summarize a visit with a client by providing the main point from one's own point of view

Question 45

Lillian Diaz is a popular pop music artist and recently had a chat with Tracy Butler,her public relations executive to work on increasing her online presence as an effort to increase her fan following.Butler uses a microblog which lets Diaz's fans know what music album she is working on and concerts she will be singing at through the use of short text messages.Which of the following modes of social media is Butler most likely to be using?

A) Facebook
B) Wikis
C) Twitter
D) Orkut
E) LinkedIn

Question 46

_____ allows professionals to connect with colleagues and other industry members and use the site to network and earn recommendations from past and current clients.

A) Facebook
B) LinkedIn
C) Blogs
D) Twitter
E) Orkut

Question 47

Which of the following is a difference between paper memos and e-mails?

A) Paper memos have a format different from that of e-mails.
B) Paper memos are always lengthy whereas e-mails are short.
C) Paper memos are informal whereas e-mails are formal.
D) Paper memos have simple responses whereas e-mails do not.
E) Paper memos are sent to external people whereas e-mails are internal.

Question 48

_____ is a social networking tool where users create a profile,chat,and share interests with other users.

A) Blog
B) Wikis
C) Facebook
D) Twitter
E) Xing

Question 49

Which of the following is a purpose of wikis?

A) Promoting products and adding visibility of a brand
B) Bookmarking and summarizing web pages
C) Informing clients of terms and conditions in a transaction
D) Recruiting prospective employees to an organization
E) Establishing a good relationship with customers

Question 50

The project managers at Carbon Footprint,an environmental organization,are meeting to decide on a kind of social media which will help them track the progress of different ongoing projects and monitor the tasks undertaken by campaigners.They need a social media which is internal so that privacy of their campaigning strategies remains within their organization.Which of the following would best serve the project managers' purpose?

A) LinkedIn
B) Wikis
C) E-mail
D) Xing
E) Yammer

Question 51

Which of the following should be undertaken to manage information efficiently in messages?

A) Place new material in the centre of a message
B) Use overviews if a message is short and concise
C) Use bullets while answering multiple questions
D) Use color to highlight new information
E) Place crucial information in an attachment

Question 52

Which of the following is true of text messaging?

A) It can be used with discretion because it does not leave a paper trail.
B) It generally takes a long amount of time to be answered or replied to.
C) It is appropriate for communicating socially but has no place in business.
D) It is apt for short messages since they are less intrusive than phone calls.
E) It is ideal for critical issues in a business which involve negotiations.

Question 53

In which of the following situations should phone calls be used as a mode of communication?

A) When one intends to leave a paper trail
B) When the tone of voice is important
C) When one knows a colleague welcomes the visits
D) When one wants to establish a work relationship
E) When one wants visual and aural cues

Question 54

Which of the following should be undertaken while using a pattern of organization in a message?

A) Understand the rationale or logic behind each of the patterns
B) Realize that the pattern cannot be modified or changed when necessary
C) Know that every message with the basic pattern will have all elements listed
D) Understand that one can always present several elements in one paragraph
E) Realize that one can never have several paragraphs for just one element

Question 55

Face-to-face visits are a good choice of communication when:

A) one needs something urgently.
B) one wants to leave a paper trail.
C) one's purpose is not to build a work relationship.
D) one wants interaction to be the least intrusive.
E) communication is short and noncritical.

Question 56

Which of the following should be undertaken while responding positively to a message?

A) Grant a customer's request for a benefit in the last sentence of a message
B) Talk about one's own process in making the decision related to the message
C) Give reason for the original mistake even if it does not give credit to a company
D) Show that one is listening and wants to resolve the problem
E) Talk grudgingly if a customer's request is impractical and demanding

Question 57

Ally Fisher works as communications executive at a non-governmental child right organization.She has finished compiling the annual report for the current year and now needs to send it out to all the campaign managers in the organization.Which of the following would be the most appropriate subject line to send out the report?

A) Annual Report for your reference
B) Annual Report for the current year
C) Objectives, Milestones and Lessons learned in 2011
D) 2011 Annual Report
E) Details of our Annual Campaigns

Question 58

Amber is a climate change campaigner and is working on a global warming campaign.She is currently working on the second stage of the project for which she needs to discuss marketing strategies with Carrie,the communications manager.She understands that her interaction with Carrie will involve long discussions on pros and cons of different strategies.She is also aware that the process is complicated and she needs to efficiently understand Carrie's views on implementing different modes of communication.Which of the following is most likely to be the ideal mode of communication for Amber?

A) Phone
B) Text message
C) Instant message
D) E-mail
E) Face-to-face

Question 59

Which of the following can be best communicated through an e-mail?

A) Irony and sarcasm
B) Negative critiques
C) Routines activities
D) Nonverbal cues
E) Bad news

Question 60

Which of the following should be undertaken while creating subject lines which will help an e-mail be read?

A) Make the subject line ambiguous and general to cater to a large audience
B) Highlight the subject line if information is neutral or negative
C) Use generic tags such as "hello" or "thank you" to give the message a friendly note
D) Name drop in the subject line to make an appropriate connection
E) Ensure the reader does not recognize the sender to eliminate possible bias

Question 61

List out some common purposes of using e-mails.

Question 62

What are the primary and secondary purposes of informative and positive messages?

Question 63

How do videoconferences help enhance business communication?

Question 64

What is the purpose of using blogs? What are some characteristics of good blogs?

Question 65

What are wikis? What are some of their functions and advantages?

Question 66

Karen Reeves is working on a project with her colleague,Jonathan Hoffman and needs to communicate with him regularly throughout the day to coordinate activities for upcoming projects.She needs a communication medium which can help her convey short messages conveniently without wasting time.What common media should Reeves use and how would it help her in communicating efficiently with Hoffman?

Question 67

Johanna Roberts works for Hotel Notre-Dame in Paris and has a total of ten years of work experience in the hotel industry.She now wants to strengthen her online networks with working professionals from the same field across Europe so that she can look out for better work opportunities.She wants a social media site which focuses exclusively on work.What should Roberts be using which will help her in this purpose?

Question 68

What are some precautions to be taken while using humor in a message?

Question 69

What are informative and positive messages? Explain.

Question 70

What are some factors which will help one's e-mail be read?

Question 71

What are the three main criteria for a good subject line?

Question 72

When are phone calls a good choice to convey a message?

Question 73

What are some key points one should remember while using a pattern of organizing messages?

Question 74

List out the order in which a transmittal should be organized.

Question 75

Edward Meyer has recently joined a new project for which he needs to regularly coordinate with his colleague,Ken Bradley to discuss project activities.He understands that the content of their communication needs to be confidential and leaves no paper trail.In addition,through this communication,he wants to establish a good working relation with Bradley for future projects.What common media should Meyer use to establish communication efficiently with Bradley?