Deck 14: Managing Electronic Communications

Question 1

When Ben Garret arrived at Homestyle, basic business information on such things as operating costs, occupancy, and profit and loss took at least a month to compile at each hotel.

Answer 1

True

Question 2

The Lifestyles employees felt that their information needs were different from those of the Home-Away employees, but agreed that there should be single central systems for both divisions.

Answer 2

False

Question 3

The total cost of mailbox management to the organizational is roughly equal to the actual cost of storage.

Answer 3

False

Question 4

Underload is reached when it is no longer possible to respond in a timely fashion to electronic communications.

Question 5

Defining the requirements for the project was straightforward because every piece of information was in a similar format and could be easily converted between the systems.

Question 6

A good general strategy for managing electronic communications should be based on its technology, strategy, and content.

Question 7

Most firms require their employees to sign annually a code of business conduct that specifies the appropriate usage of the Internet and compliance with security regulations.

Question 8

Electronic communication is considered any communication not handwritten or spoken face-to-face.

Question 9

A fax is an example of person-to-person, sender-receiver communications.

Question 10

All electronic communications generated in organizational systems are owned by both the organization and the employee.

Question 11

Addressing electronic communication storage issues requires both clarifying retention requirements and setting limitations and guidelines for how much storage should be used.

Question 12

When Ben Garret was hired, each hotel manager was responsible for purchasing his or her own technology, and as a result, almost every hotel had a different reservation system.

Question 13

Organizations should treat excessive electronic communications as a productivity issue.

Question 14

Electronic communication storage issues relate to volume and the legal requirements to retain information.

Question 15

There are a wide variety of management issues associated with the proliferation of electronic business communication.

Question 16

All electronic communications are owned by the organization, but individuals are held personally responsible for the content of electronic communication.

Question 17

While it was possible for the company to provide a consistent "look and feel" to their services, branding and marketing was still difficult.

Question 18

Highly confidential information should not be conveyed over unprotected communication Channels, unless the sender knows the receiver.

Question 19

The proliferation of communication technologies has created the ability to almost communicate instantaneously regardless of time or place.

Question 20

Homestyle Hotels Inc. was formed as the result of a merger of Lifestyle Resorts and Home-Away Hotels.

Question 21

Electronic message volume is directly related to the ________ of communication transmissions.

A) number
B) type
C) content
D) receiver
E) sender

Question 22

The total cost of mailbox management to the organizational is roughly ________ times the actual cost of the storage.

A) 2
B) 3
C) 4
D) 5
E) None of the above

Question 23

Computer viruses are contagious and have a significant potential for system damage and business disruption.

Question 24

Electronic communications differ with respect to who is sending and receiving the message, and some electronic communications are:

A) person-to-person.
B) person-to-system.
C) system-to-person.
D) All the above

Question 25

Which of the following are examples of system-to-person, sender-receiver communications?

A) E-mail
B) Instant messaging
C) Telephone
D) Mass mailings

Question 26

Which of the following are examples of person-to-person, sender-receiver communications?

A) E-mail
B) Subscriptions
C) Surveys
D) Mass mailings

Question 27

E-communication etiquette is often unwritten, gradually becomes part of the generally accepted norms and values and evolves with experience using a new technology.

Question 28

Which of the following are management issues associated with electronic communication management?

A) Legal factors
B) Etiquette
C) Information security
D) Storage management
E) All the above

Question 29

Which of the following are examples of person-to-system, sender-receiver communications?

A) E-mail
B) Instant messaging
C) Surveys
D) Mass mailings

Question 30

A good general strategy for managing electronic communications should be based on its:

A) technology, strategy, and content.
B) delivery, technology and content.
C) purpose, technology, and delivery.
D) strategy, content, and delivery.
E) purpose, content, and delivery.

Question 31

________ communication devices permit enhanced degrees of interactivity not possible with communications such as e-mail.

A) Synchronous
B) Asynchronous
C) Duplex
D) Non-Duplex
E) None of the above

Question 32

One way that organizations can enforce limitations on the storage of electronic communication is:

A) to delegate responsibility to individual managers.
B) enforce storage limits and disallow new messages when a mail box reaches capacity.
C) charge for storage of electronic communications.
D) store and administer electronic communications centrally.
E) All the above

Question 33

All electronic communications are:

A) owned by the employee.
B) owned by the organization.
C) owned by both the organization and the employee.
D) owned by neither, depending if the contents are business related or not.
E) None of the above

Question 34

Signing a code of business conduct is typically a condition of employment due to the fact that an organization is directly liable for the actions of its employees.

Question 35

One way organizations can help managers deal with e-communication overload is to:

A) delegate responsibility to individual managers.
B) enforce storage limits and disallow new messages when a mail box reaches capacity.
C) charge for storage of electronic communications.
D) store and administer electronic communications centrally.
E) deploy technology solutions wherever possible.

Question 36

The array of available communication technologies has:

A) eased the burden of communication.
B) reduced the number of communication options.
C) decreased accessibility while lowering costs.
D) expanded the reach but reduced the range of targeted audiences with whom to communicate

Question 37

The purpose and content of a message should dictate the appropriate delivery channel.

Question 38

The IT group manages all aspect s of electronic communications within most organizations.

Question 39

The usage of corporate IDs for personal communications can significantly increase the likely hood of receiving spam in organizational e-mail systems.

Question 40

The management definition of electronic communications is:

A) any form of electronic communication that can be recorded and retained.
B) any form of electronic communication that can be recorded, excluding unrecorded interpersonal conversations.
C) any form of electronic communication that can be recorded and retained, excluding unrecorded interpersonal conversations.
D) All the above

Question 41

List (4) management issues associated with electronic communication management.

Question 42

Describe the data challenges Ban Garret faced while implementing en ERP system?

Question 43

Implementing spam filtering software on organizational e-mail systems incurs two types of costs:

A) system performance and the software purchase cost.
B) software maintenance and upgrade costs.
C) software purchase and maintenance costs.
D) software purchase and upgrade costs.

Question 44

What was the status of the use of information systems at Homestyle when Ben Garet was hired?

Question 45

Ben Garrett was trying to collect all information on the availability of each hotel room and provide it to management over the company's intranet to:

A) help each hotel manager adjust room rental rates.
B) help each manager determine room availability.
C) help each manager be more efficient.
D) help each manager stimulate more reservations.
E) Both A and D

Question 46

List and describe (2) strategies for managers who receive excessive electronic communications.

Question 47

Where did the bulk of Homestyle's business originate from?

A) Individuals
B) Tourism
C) Conferences
D) Individuals and conferences
E) All the above

Question 48

List (2) practices for senders of electronic communications to avoid miscommunication.

Question 49

What was Ben Garrett's mandate when he was hired?

Question 50

Fred Gains was the ________ of Homestyle Hotels Inc.

A) CFO
B) CIO
C) CEO
D) COO
E) CTO

Question 51

Who is responsible for managing electronic communications within an organization?

A) The IT group
B) The HR group
C) The Legal department
D) Senior management
E) None of the above

Question 52

The following are all considered rules of etiquette when communicating via e-mail EXCEPT:

A) Issue standard messages containing expected turnaround time
B) Include subject lines and use categorization
C) Include signature information
D) Use "out of office" notifications and never "blind" copy
E) None of the above

Question 53

What prevented Homestyle from awarding the ERP contract?

Question 54

Which of the following could be considered a code of appropriate business conduct when using electronic communications?

A) The appropriate usage of any form of communication.
B) The appropriate use of e-mail only.
C) The appropriate use of faxes and telephones.
D) The appropriate use of e-mail and telephones.
E) The appropriate use of language, etiquette, e-mail and telephones.

Question 55

Electronic communication channels differ with respect to:

A) bandwidth
B) security and legal factors
C) legal factors
D) bandwidth and security
E) All the above

Question 56

Approximately, ________ percent of all e-mail is considered unsolicited commercial electronic mail.

A) 45
B) 50
C) 55
D) 60
E) 75

Question 57

What is electronic communication? List and describe (3) examples.

Question 58

What was the difference in capabilities between the software vendors asked to bid on the ERP contract?

A) Data dictionary capabilities
B) Web-enabled interface
C) Interface with existing system
D) Information security

Question 59

Which vendor did Homestyle award the ERP contract to?

A) Hotels Confidential
B) Clear Reservations
C) Confidential Reservations
D) Joint venture
E) None of the above

Question 60

List and describe (3) ways storage issues that arise from management of electronic communications can be addressed.

Question 61

List and describe (2) critical strategies organizations can use to limit the volume of unsolicited commercial electronic mail.

Question 62

Who is responsible for managing electronic communications within an organization?

Question 63

List and describe (2) best practice strategies for archiving electronic messages.

Question 64

Why should organizations develop policies regarding used of corporate IDs for personal use?