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Business Communication Polishing Your Professional Presence Canadian 1st Edition Shwom Test
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Test Item File for Business Communication, Canadian Edition 5-1
Chapter 5 What Are the Tools and What Are the Rules? Communication Technologies in
the Workplace
1) In a 2012 Culture Wizard survey, people reported finding virtual communications challenging
for which of the following reasons?
A) inability to read nonverbal cues
B) too few people use virtual communications tools
C) face-to-face communication is more efficient
D) virtual communication technologies are not reliable
E) virtual communications platforms keep changing
Answer: A
Explanation: A) 88% of people surveyed by Culture Wizard report this as a challenge.
Diff: 2 Type: MC Page Ref: 130
AASCB: Information technology
A) difficulty establishing rapport and trust
B) too few people use virtual communications tools
C) face-to-face communication is more efficient
D) virtual communications platforms keep changing
E) virtual communications technologies are not reliable
Answer: A
Explanation: A) 75% of people surveyed by Culture Wizard report this as a challenge.
A) virtual communications technologies are not reliable
B) absence of collegiality
C) too few people use virtual communications tools
D) face-to-face communication is more efficient
E) virtual communications platforms keep changing
Answer: B
Explanation: B) 70% of people surveyed by Culture Wizard report this as a challenge.
AASCB: Ethical understanding and reasoning
Copyright © 2017 Pearson Canada Inc.

4) The availability of instant feedback, the capacity to transmit multiple cues, the use of natural
language, and the personal focus of the medium are all criteria used to establish ________.
A) a media richness hierarchy
B) media awareness
C) the value of any given communication medium
D) the price of a communications platform
E) a medium's efficiency
Answer: A
Explanation: A) The more of these criteria that a medium meets, the higher it is placed on the
hierarchy. How high a medium is on this hierarchy does not necessarily relate to its efficiency.
5) Which of the following communication media would be placed highest on the media richness
hierarchy?
A) video conferencing
B) email
C) instant messaging
D) a phone call
E) a handwritten letter
Answer: A
Explanation: A) A video conference allows for all of the criteria that define a medium's richness.
6) Which of the following would be placed lowest on the media richness hierarchy?
A) a letter
B) a face-to-face meeting
C) an instant message on Facebook
D) a phone call
E) A VOIP call
Answer: A
Explanation: A) Given the asynchronous nature of letters, they have the fewest criteria for
richness.

7) Which aspect of media richness is lacking in instant messaging?

A) the availability of instant feedback
B) the capacity to transmit multiple cues
C) natural language
D) personal focus
E) the capacity to involve multiple communicators
Answer: B
Explanation: B) Since IM is limited to writing, it does not transmit body language, tone of voice,
or any of the context cues that are available in video or face-to-face communication.
8) Compared to other types of media, written business messages tend to ________.

A) use less personal focus and less natural language
B) use more personal focus and more natural language
C) use less personal focus but give multiple cues
D) use less personal focus but more instant feedback
E) use more personal focus but more instant feedback
Answer: A
Explanation: A) Written business messages tend to be intended for broader audiences and use
more formal language.
9) A software application that can function across all operating systems and devices is ________.
A) typically part of the operating system on your PC
B) not possible because of the large number of operating systems in existence
C) called a multi-platform application
D) called platform blind
E) called platform agnostic
Answer: E
Explanation: E) Platform agnostic is the generally used term for software that can operate on all
operating systems.

10) Cloud computing ________.

A) leaves no permanent record of transactions
B) is the storage of data and services in a central location that is accessible via the Internet
C) is software and processing that is provided at a central location and that is accessible via the
Internet
D) is software and processing that is dispersed amongst many servers in many locations
E) is data and services that are stored for short periods of time and are deleted after use
Answer: B
Explanation: B) Cloud computing stores data and services and is distinct from software as a
service for this reason.
11) What is the difference between cloud computing and software as a service (Saas)?
A) Software and processing are offered by cloud computing companies, while SaaS companies
focus on data storage.
B) Data and services are stored in the cloud, while software and processing are offered by SaaS
companies.
C) The two terms are interchangeable.
D) Cloud computing is free while SaaS is paid for by users.
E) Cloud computing is paid for by users while SaaS is free.
Answer: B
Explanation: B) Cloud computing is mostly for storage, while SaaS is mostly for processing and
software.
12) Processing and software that are provided at a central location and accessed via the Internet
are known as ________.
A) software as a service (SaaS)
B) free services
C) paid services
D) soft services
E) cloud computing
Answer: A
Explanation: A) Software as a service provides processing and software as opposed to storage.

13) According to Litmus Email Analytics, what percentage of emails in May 2015 were opened
on mobile devices?
A) 10%
B) 27%
C) 35%
D) 47%
E) 85%
Answer: D
Explanation: D) Litmus Analytics, 2015.
14) Which of the following is the most appropriate format for sending documents to mobile
devices?
A) Microsoft Word
B) Google Docs
C) Portable Document Format (PDF)
D) Graphic Interchange Format (GIF)
E) OneNote
Answer: C
Explanation: C) PDFs are readable across multiple platforms.
15) Which of the following is an appropriate habit when sending messages that will be read on a
mobile device?
A) Use text messaging abbreviations to save space and get to the point.
B) Use an informal tone to build relationships.
C) Use a subject line that provides the message's level of urgency and get to the point.
D) Use a subject line that conveys a high level of urgency to attract attention.
E) Use images rather than text as much as possible.
Answer: C
Explanation: C) Don't overstate a message's urgency and keep your messages politely concise.

16) Which of the following are important when sending messages to mobile devices?
A) Be direct; do not use file attachments; consider that graphics may not translate to small
screens.
B) Be direct; use PDFs only for attachments; use GIFs for graphics.
C) Be direct; use generally accepted formats for file attachments; consider that graphics may not
translate to small screens.
D) Be direct; use generally accepted formats for file attachments; use graphics as much as
possible.
E) Use an indirect, informal tone and use emoticons frequently.
Answer: C
Explanation: C) PDFs are only one of several generally accepted format, as are GIFs.
17) If somebody sends you a file that does NOT look quite right on your mobile screen, you
should ________.
A) check the settings on your mobile device to ensure that it is compatible with the file you've
been sent
B) send the file back to the sender with an explanation of the problem
C) assume the file is corrupted and delete it
D) convert the file to a more up-to-date version
E) open the file on a device or computer with a larger screen since the file might not have been
designed for the smaller screens on mobile devices
Answer: E
Explanation: E) If the sender has assumed that you will open the file on a desktop computer, he
or she might not have considered how it will appear on a small screen.
18) Which of the following is an example of 1:many distribution?

A) a letter sent to a friend
B) an instant text message sent to a single recipient
C) a meeting with a colleague
D) a posting on an online chat group
E) a phone call to a colleague
Answer: D
Explanation: D) Any message in any medium that is sent from a single person and is intended to
be read by numerous recipients is a 1:many distribution.

19) Which of the following is an example of a 1:1 distribution?

A) a public Facebook post announcing the birth of a child
B) a note left on a colleague's desk requesting a meeting
C) a videoconference call to colleagues in another city
D) an Instagram post of a holiday photograph
E) a presentation given at a meeting
Answer: B
Explanation: B) Any message that is sent from a single person and is intended to be received by
a single recipient in any medium is a one-to-one (1:1) distribution.
20) A portable document format (PDF) file is ________.

A) a type of file that can be opened in most operating systems
B) a type of file that is stored on the cloud and can be accessed via the Internet
C) an outdated file format now superceded by more reliable formats
D) an operating system that can convert numerous types of documents
E) a file format used primarily for images
Answer: A
Explanation: A) PDFs are designed to be opened by most operating systems.
21) Which of the following is generally NOT an obstacle when you are considering using
technology-mediated communication tools globally?
A) the cost of access to the Internet in the region you are communicating with
B) the level of usage at various times of day in the region you are communicating with
C) the relative technological development of the region you are communicating with
D) the reliability of the network infrastructure in the region you are communicating with
E) the types of devices that people tend to use
Answer: C
Explanation: C) In many countries, such as those in Africa, people use mobile devices even
though the overall level technological development and infrastructure is low.
22) Which of the following communications solutions is likely to require the highest bandwidth?
A) an Internet chat group
B) a phone call
C) an tweet on Twitter
D) a video attachment
E) a webinar
Answer: E
Explanation: E) Webinars carry realtime visual and audio signals and therefore require
significant bandwidth.
23) Your college or university might use a learning platform such as D2L that you can access on
any computer or mobile device regardless of the make of your device. D2L could be considered
________.
A) a platform blind tool
B) cloud computing
C) a portable document service
D) software as a service
E) a platform agnostic tool
Answer: E
Explanation: E) Software that is functional across all or most platforms is considered platform
agnostic.
24) If you are planning to run a webinar or videoconference over several regions of the globe,
you should ________.
A) enlist the aid of your company's technical support to set it up
B) run a practice "meeting" a week in advance at the same time you plan to run the actual
meeting
C) ensure that all participants are running the same software and platforms
D) announce the meeting at least a week in advance
E) choose the meeting time based on the first country to see daylight
Answer: B
Explanation: B) Running a practice meeting at the same time of day as the actual meeting will
ensure that you avoid problems associated with local Internet traffic volumes.
25) One of the drawbacks of using cloud computing and SaaS is that ________.
A) these services require significant technical knowledge
B) these services are generally very expensive to access
C) these services can sometimes be unreliable and may not function when you need them to
D) these services might share, distribute, mine, or expose data that you wish to have kept private
E) these services tie you to one particular platform
Answer: D
Explanation: D) These services require you to trust that they will respect confidential
information and their privacy policies may shift over time.

26) Which of the following acts does NOT protect your online privacy?
A) the Personal Information Protection and Electronic Documents Act
B) the Privacy Act
C) the Access to Information Act
D) the Quality of Information Act
E) the Copyright Act
Answer: B
Explanation: B) The Privacy Act relates to an individual's right to access and correct personal
information the Government of Canada holds about them. It does not specifically protect an
individual's online privacy. There is no such thing as the Quality of Information Act.
27) Which of the following acts is designed specifically to protect private information about you
that is collected in the course of commercial activities?
A) the Commercial Limitations Act
B) the Personal Information Protection and Electronic Documents Act
C) the Access to Information Act
D) the Copyright Act
E) the Privacy Act
Answer: B
Explanation: B) All of these acts protect your privacy, but PIPEDA specifically relates to
commercial activity. There is no such thing as the Commercial Limitations Act.
28) Why is it not possible to rely on acts such as PIPEDA to protect you if you are using most
cloud-based servers to store data?
A) The Internet is not governed by any laws.
B) PIPEDA only applies to specific types of data stored online and not others.
C) It is too difficult to monitor how data is used online.
D) PIPEDA is a Canadian law and does not protect your privacy beyond Canada's borders.
E) PIPEDA is an American law that only protects the information of Americans.
Answer: D
Explanation: D) Since most cloud-based servers are not located in Canada, Canadian privacy
laws do not apply to them and do not protect the data you store on them.

29) Meena runs a small business and she retains information on most of her clients such as
personal emails, telephone numbers, and credit card information. To ensure that this information
remains secure, she should ________.
A) upload the data to a cloud server to ensure that it never gets lost
B) upload the data to a SaaS to ensure that it never gets lost
C) keep it on a local server that only she has access to and that she backs up frequently
D) keep hard copies only of the data and never keep it in digital form
E) not collect this information in the first place since it is unethical to do so
Answer: C
Explanation: C) Meena should not assume that cloud servers will not mine or share her
information. The only way to practically protect the data she has collected is to keep it locally.
Hard copies are impractical and can too easily be lost or destroyed, and as long as her customers
agree to her having their personal information, there is nothing unethical about keeping it.
30) Which of the following is the least secure way to communicate digitally with a colleague
about private company business?
A) the company's email system
B) cell phone conversation
C) a landline conversation
D) the messaging tool embedded in Facebook
E) the messaging system on your cell phone
Answer: D
Explanation: D) All of the answers entail some risk of security breach, but using a tool
embedded in any social media tool (such as Facebook or Instagram) means that you are
vulnerable to whatever security attacks it might be subjected to.
AASCB: Interpersonal relations and teamwork
31) Caleb is responsible for setting up a tool to provide customer service on his company's
website. The company wants to be able to respond to customer enquiries in real time but
understand that it is sometimes more convenient for customers to simply leave requests that can
be answered within a few hours or days. Caleb should choose a tool that ________.
A) allows for both synchronous and asynchronous communication
B) allows for asynchronous communication only
C) allows for privacy protection
D) allows for synchronous communication only
E) allows for permanent storage of data
Answer: A
Explanation: A) Online synchronous communication happens in real time, while asynchronous
communication does not require communicators to be online at the same time.

32) Which of the following is NOT required when you are posting online on behalf of your
company?
A) a simple, clear writing style
B) courtesy
C) an alias
D) empathy
E) active listening skills
Answer: C
Explanation: C) Even if you are using an alias, it is important to use the other three in
communications on behalf of your employer.
Diff: 1 Type: MC Page Ref: 135-136
AASCB: Written and oral communication
33) Elena wants to set up an online site where employees can share information about projects
they are working on. When choosing the software, she should ________.
A) avoid SaaS
B) use SaaS
C) ensure that it is capable of limiting access to specific users
D) ensure that posted items can be easily reshared for secondary distribution
E) use a cloud-based service
Answer: C
Explanation: C) Limiting access is important to ensure that discussions between employees
remain relatively private since this information may be proprietary.
34) A Universal Resource Locator is also called a ________.

A) web address
B) digital location address
C) digital object identifier
D) universal serial bus
E) hypertext transfer protocol
Answer: A
Explanation: A) A URL is also called a link, hyperlink, or web address.

35) Which of the following is MOST OFTEN true of using free versions of software?
A) It is illegal.
B) It is unethical.
C) It may have no, or very limited, security.
D) It often comes with viruses.
E) It is often corrupted and unusable.
Answer: C
Explanation: C) Free software is often made deliberately less functional and secure than paid
versions.
36) When the manager of a department wishes to communicate the holiday schedule to his
employees, he is most likely to use ________.
A) a SaaS
B) a distribution tool
C) a networking tool
D) a collaboration tool
E) synchronous communication tools
Answer: B
Explanation: B) Distribution tools include things like email, which are used to share
information.
37) One advantage of using a blog as a distribution tool is that ________.

A) it is a rich medium
B) it is easy to restrict access to it
C) secondary distribution is easy
D) blogs are more secure than email
E) blogs facilitate feedback
Answer: C
Explanation: C) It is very easy for URLs posted to a blog to be shared via social media tools.

38) Katya is a financial advisor who wants to share her expertise with her clients in a manner that
gives her ample space to explain difficult concepts in an engaging and personable way and in a
format that is easily updated. An appropriate distribution tool for her would likely be ________.
A) web chat
B) email
C) Twitter
D) a blog
E) a webinar
Answer: D
Explanation: D) A blog gives the producer ample space to expand on a topic while remaining
easy to update.
39) When a user shares or reposts a URL that has been posted to a blog page it is called
________.
A) digital distribution
B) plagiarism
C) primary distribution
D) secondary distribution
E) dissemination
Answer: D
Explanation: D) When information is shared by a user to another location it is called secondary
distribution.
40) Facebook is best described as an example of ________.

A) a collaboration tool only
B) a networking tool only
C) a networking and distributive tool
D) a distribution tool only
E) a distribution, networking, and collaboration tool combined
Answer: E
Explanation: E) Facebook combines elements of all three types of tools.

41) Rindy is the team leader on a project that involves several team members from several
different departments in her company. The best way for her to share information and files and to
facilitate collaboration is to ________.
A) use cloud storage tools and ensure that each team member has the required credentials to
access them
B) use email to exchange documents and to use zip files and PDFs for easier distribution and use
C) use webinar technologies using video, audio, and slides
D) use VOIP
E) meet exclusively in person with all members of the team
Answer: A
Explanation: A) Regardless of their physical location, members of the team will be able to share
files and work on them simultaneously online.
42) Posting, texting, or emailing URLs instead of full documents is good practice because
________.
A) digital documents such a Word files or PDFs can be easily corrupted when they are sent
B) it is less likely that recipients will lose the documents
C) it is more secure than sending full documents
D) it reduces bandwidth demand
E) it is easier to control the distribution of a document
Answer: D
Explanation: D) Sending only a URL places far less demand on bandwidth.
43) Kang has been tasked with developing a customer support hotline for his company's product.
Kang thinks that a hotline will be too expensive to run and will limit his company's ability to
resolve as many customer issues as possible. What might Kang suggest for a cheaper and
potentially more useful solution?
A) a webinar
B) a blog
C) a discussion forum
D) a chatline
E) a YouTube channel
Answer: C
Explanation: C) A discussion forum may potentially help thousands of customers at once at a
low cost to the company since it is largely customer driven.

44) Which medium is most likely to be affected by file size restrictions and attachment
restrictions?
A) instant messaging
B) cloud storage services
C) proprietary email systems used in-house
D) SaaS email systems
E) social media platforms like Facebook
Answer: C
Explanation: C) In-house mailing systems may have restrictions on what kinds or sizes of
attachments can be sent and received.
45) One way to prevent potentially embarrassing mistakes when sending emails to numerous
recipients is to ________.
A) place all recipient names in the BCC field to prevent reply-all mistakes
B) request read receipts from each recipient
C) use aliases for each recipient
D) avoid attaching potentially corruptible document files
E) use a mirror site
Answer: A
Explanation: A) A frequent mistake is when email recipients accidentally hit Reply All instead
of Reply, thus sharing amongst all recipients what might be private information.
46) Ahmed's company will soon be announcing its latest product launch. Although the company
has a large following on Facebook, Ahmed will not rely solely on Facebook to announce the
product because ________.
A) there have been significant declines in Facebook viewership in recent years
B) Twitter and Instagram have much larger followings than Facebook
C) postings on Facebook are synchronous in nature, meaning that viewers must be present at
their computers and devices when the posting is made
D) Facebook users rarely respond to advertising
E) while postings on Facebook are asynchronous, they also pass through the newsfeeds of active
users quickly, meaning not all postings are seen even by interested consumers
Answer: E
Explanation: E) Even a large audience of dedicated followers cannot be guaranteed to see every
post because the "newsfeed" style that Facebook uses means that information moves out of view
quickly, especially on the accounts of very active users.

47) To make yourself available to recruiters or to make business connections, the best
distribution tool to use is ________.
A) Twitter
B) Facebook
C) Instagram
D) LinkedIn
E) a personal blog
Answer: D
Explanation: D) Since LinkedIn specializes in linking business professionals, it is the best
choice for creating a business profile.
48) Linelle has been asked to attend a fundraising event that her company sponsors. Her job is to
keep her audience informed about how the fundraising is going moment by moment. Her best
choice for a distribution tool is ________.
A) Twitter
B) Facebook
C) a webinar
D) a blog
E) a discussion forum
Answer: A
Explanation: A) Twitter is the best choice because it is designed for urgent, immediate
information distribution and Twitter content can be rapidly shared (retweeted).
49) On behalf of his company, Khaled is tweeting his company's reactions to a major news story.
He expects that he will see a large number of comments and retweets of his posts but he is
disappointed by the relatively low number he sees. The low number of comments and retweets
might be because ________.
A) his company's followers are receiving too many updates in their feeds to keep track of and
respond to them all
B) he has chosen a poor distribution tool for this kind of messaging
C) Khaled's customers are not interested in his company's reaction to the news story
D) the recipients of his tweets recognize that they originate from a corporation and they are not
interested in marketing of this kind
E) Khaled cannot keep pace with the information that is being disseminated by the news media
Answer: A
Explanation: A) Tweets are received in a scrolling newsfeed, which means that any posts will be
quickly replaced by newer posts.

50) Information whose usefulness expires after a particular time frame is considered ________.
A) perishable
B) time limited
C) time sensitive
D) timed-out
E) inconsequential
Answer: C
Explanation: C) The information is considered sensitive to a particular time frame.
51) Which of the following is NOT an advantage of using web chats for customer service?
A) The customer sales representative may be able to offer additional services or products.
B) The company can easily keep records of the kinds of topics customers enquire about.
C) Customers can keep a record of the chat for future reference.
D) Since chats are written, there are no difficulties with local accents.
E) Many customers with the same question can be helped at once.
Answer: E
Explanation: E) Only one customer at a time can be helped by a CSR on a web chat.
52) Which of the following distribution tools have both synchronous and asynchronous
characteristics?
A) Twitter
B) YouTube
C) LinkedIn
D) VOIP
E) podcasts
Answer: A
Explanation: A) Twitter can be used for immediate conversations where both communicators
are present at the same time, but posts can also be viewed at an undetermined time after they
have been posted.
53) Which of the following distribution tools does NOT necessarily rely on cloud storage?
A) email
B) Facebook
C) LinkedIn
D) YouTube
E) Twitter
Answer: A
Explanation: A) Email is often operated through local servers, though there are email products
that use the cloud. All of the other choices rely on cloud computing.

54) The most significant advantage of YouTube in a business context is that ________.
A) video files are high definition
B) all video files are searchable
C) video files can be repurposed by the public
D) video is the richest form of media in which to communicate
E) URLs, rather than video files, are used thus saving bandwidth
Answer: E
Explanation: E) Reducing bandwidth can save considerable costs for businesses.
55) A company wants to make a training video available to its staff but does not wish for the
video to be seen by the general public. The company's best option is to ________.
A) host webinars to show the video
B) send the file directly to its employees via secure email
C) post the video to YouTube, set the distribution controls to "hidden," and provide the link to
employees who need it
D) post the video to YouTube, set the distribution controls to "unlisted," and select the viewers
who need access to it
E) distribute the video on thumb drives only
Answer: D
Explanation: D) This is the best method for limiting access to a posted video.
56) After editing a video of her company's participation in a charitable fun run, Jodi is about to
upload the video to YouTube when a colleague suggests that she should add a sound track to
enhance it. Before Jodi does this, she should ________.
A) secure permission from the music's copyright holder
B) download the music from a free site
C) use the music but be sure to credit the artists who made it
D) test the music in a focus group
E) pay for the music she downloads from a reputable site
Answer: A
Explanation: A) You must never expose your company to a lawsuit by posting potentially
copyrighted material.

57) A significant disadvantage to a company distributing videos on YouTube is that ________.

A) videos have to be compressed to very small sizes
B) videos can be easily repurposed, which can violate your copyright or alter your intended
message
C) YouTube viewership is declining
D) YouTube requires expensive user subscriptions from businesses
E) YouTube users cannot control who sees videos they post
Answer: B
Explanation: B) Since it is so easy to download videos, your message can be used in ways you
never intended it to be.
58) While it is true that most online tools are useable for many things for which they were not
originally intended, which of the following distribution tools is specifically designed for
collaborating?
A) Facebook
B) LinkedIn
C) Twitter
D) Google Docs
E) Microsoft Word
Answer: D
Explanation: D) Designed for storing and sharing documents, Google Docs is specifically
designed for collaboration.
59) While it is true that most online tools are useable for many things for which they were not
originally intended, which of the following distribution tools is specifically designed for
networking?
A) Dropbox
B) email
C) wikis
D) Google Docs
E) LinkedIn
Answer: E
Explanation: E) LinkedIn is specifically designed for creating business networks.

60) Which of the following statements is TRUE?

A) Facebook is best used as an information sharing tool but not as a collaboration tool.
B) Wikis are useful both as networking tools and as collaboration tools.
C) Facebook is useful as an information sharing tool, a networking tool, and a collaboration tool.
D) LinkedIn is useful as both a networking tool and a collaboration tool.
E) Blogs are excellent information sharing and collaboration tools.
Answer: C
Explanation: C) While it is primarily a networking tool, Facebook can be useful in all these
ways.

A) LinkedIn functions as both a distribution tool and a networking tool.
B) YouTube is primarily a distribution and collaboration tool.
C) While LinkedIn is primarily useful for creating business networks, Facebook should only be
used for non-business social networking.
D) Employers will often explore your LinkedIn profile when you apply for work, but since
Facebook is intended as a social tool, it is of little interest to them.
E) Since Twitter is primarily a tool for casual communication, businesses should not use it to
avoid looking unprofessional.
Answer: A
Explanation: A) LinkedIn is designed to share your career-related information and to create
networks.
62) Which of the following is the most effective way to deal with online complaints?
A) There is so much online traffic that complaints tend to disappear into the background noise
quickly, so the best thing to do is to ignore them.
B) Take responsibility for the problem quickly, apologizing if necessary, or treat it as an
opportunity to demonstrate your company's responsiveness to problems.
C) Ethically speaking, web chats and posting boards should be entirely self-regulating, so
companies should not intervene in any way even when there are complaints.
D) Because online complaints can spread quickly, it is important to take immediate legal action
to have complaints removed from public view.
E) If the complaint is posted to a website or platform that you manage, delete the complaint
immediately.
Answer: B
Explanation: B) Treat complaints as opportunities to demonstrate good will and responsiveness.

63) Joanna is heading up a project with a multi-location team of a dozen members. It is a

relatively long-term project, which gives her the opportunity to build a team with a good sense of
community. Which of the following tools will best help her to achieve this objective while still
offering good security for her company's data?
A) webinars
B) instant messaging through Facebook
C) texting
D) instant messaging through an ESC platform
E) VOIP
Answer: D
Explanation: D) An ESC platform can encrypt data sent through messaging tools.
64) For a small group project, Grace wants to begin with an online brainstorming exercise in
which she hopes to encourage a fluid, easy exchange of ideas using a platform that allows team
members to contribute regardless of where there are or what device they are using. Her best
choice is likely ________.
A) OneNote or a similar note-sharing application
B) instant messaging through Facebook
C) videoconferencing
D) VOIP
E) a webinar
Answer: A
Explanation: A) As platform agnostic, low bandwidth tools that can be used anywhere, note
sharing applications are ideally suited to brainstorming.

A) Emails don't require salutations since they are not as formal as letters.
B) You should refrain from personal conversation in business emails.
C) Emails don't require sign-offs since they are not as formal as letters.
D) You should avoid using bullets in emails since these are considered too informal.
E) A signoff such as "cheers" is too informal to use for emails.
Answer: B
Explanation: B) Business emails should be kept to the point so that important information is not
missed.

66) If you are called upon to moderate a videoconference, which of the following is NOT a duty
that you should undertake?
A) Send all of the meeting participants an agenda.
B) Send all of the meeting participants a polite reminder to call in to the conference a few
minutes early.
C) Take extensive notes for the meeting minutes.
D) Ask participants to introduce themselves and state their locations.
E) Keep the meeting on track according to the agenda.
Answer: C
Explanation: C) Ask somebody else to take notes so that you can be fully attentive to your duties
as a moderator.

A) You should avoid using landlines for conference calls because they tend to be expensive to
operate.
B) Conference calls are considered asynchronous communication.
C) You should use the "mute" button for conference calls but avoid using it, if possible, for
videoconferencing.
D) It is considered rude to call in to a conference call early.
E) Since you cannot be seen during a conference call, it is acceptable to multitask.
Answer: C
Explanation: C) In videoconferences, you should try to behave as you would face-to-face, so
muting should not be necessary.

A) OneNote would be a more useful collaboration tool if it were not tied to a single platform.
B) OneNote is ideally suited to creative collaboration such as storyboarding, outlining, and
brainstorming.
C) Texting should be avoided since it promotes distraction.
D) Instant messaging through ESCs is risky since data cannot be sent securely.
Answer: B
Explanation: B) OneNote is platform agnostic and can be useful for all of the listed collaborative
activities.
69) When you are communicating synchronously, it is important to use good listening skills.
Answer: TRUE
Explanation: Listening skills such as reading carefully and clarifying where needed must be
used in synchronous communication.
Diff: 1 Type: TF Page Ref: 135
70) Virtual communications tools can cause profound damage to working relationships and
company reputation.
Answer: TRUE
Explanation: While virtual communication can produce efficiencies, but it can cause problems if
you fail to understand your audience.
71) These days, virtual communication and face-to-face communication are nearly
indistinguishable.
Answer: FALSE
Explanation: There are many degrees of richness found in virtual communication, but face-to-
face communication remains the most rich; all forms of virtual communication are less rich.
72) Face-to-face communication is a richer communication medium than video conferencing.

Answer: TRUE
Explanation: Despite being a rich medium, video conferencing still introduces barriers (such as
screen resolution and camera framing) between communicators that are not present in face-to-
face communication.
73) Given that asynchronous, written media (such as letters ) are the least rich media in which to
communicate, they are the least effective.
Answer: FALSE
Explanation: Written messages are most appropriate when messages are sophisticated, detailed,
and require a thoughtful response.
74) It is generally safe to assume that your privacy and security are guaranteed with most modern
software.
Answer: FALSE
Explanation: This is a dangerous assumption to make.
75) Most web-based tools are platform agnostic.

Answer: TRUE

76) Free software should be treated with suspicion since there are often hidden costs to using it,
such as the opportunity for the software's publisher to mine your users' data.
Answer: TRUE
Explanation: Software companies often offer their product for free because their real objective is
to collect user data for resale to other companies.
77) Always assume that your audience is going to receive and open your messages on a mobile
device.
Answer: FALSE
Explanation: The nature of your audience will depend on the medium you are using.
78) In an online context, a user's credentials refers to his or her expertise and experience.
Answer: FALSE
Explanation: A user's credentials are the user ID and password that he or she uses to access a
secure site.
79) A network's firewall will always protect the privacy of your information.
Answer: FALSE
80) Whether a medium can be considered synchronous depends on the availability of

instantaneous feedback to its users.
Answer: TRUE
Explanation: Synchronous means to exist at the same time. A synchronous medium allows users
to be present in a conversation at the same time.
81) Whenever possible, demonstrate the credibility of your data on a blog by linking to the
source.
Answer: TRUE
Explanation: Since one strength of a blog is to provide detailed information, demonstrating its
credibility is important.

82) Email is a secure and private way to send messages.

Answer: FALSE
Explanation: Unless your email is encrypted, copies of it will be left on every server it passes
through on its way to its destination.
83) Email is the default tool for electronic business communication.

Answer: TRUE
Explanation: Despite being an older medium, email use is still growing.
84) A disadvantage of discussion forums is that they are not normally catalogued by search
engines and are therefore not easily searched.
Answer: FALSE
Explanation: Discussion forums are easily searched because search engines normally catalogue
them.
85) Twitter is most powerful when the sender already has a large following.
Answer: FALSE
Explanation: The power of Twitter is in the ability of its users to retweet (or share) postings,
meaning that the reach of a particular message might go far beyond a company's initial
followers.
86) If you choose to distribute information via a webinar, assume that fewer than half of your
audience will give it their full attention.
Answer: TRUE
Explanation: Since webinars involve little interaction, viewers a likely to multitask.
87) YouTube can be described as a cloud-based video distribution tool.

Answer: TRUE
Explanation: Videos are stored in the cloud and accessed via URLs.

88) You can increase a team's efficiency by avoiding instant messaging as a form of
communication since employees will often use IM to discuss non-task-related subjects.
Answer: FALSE
Explanation: While IM promotes casual discussion of non-task-related subjects, these kinds of
interactions can lead to a better, more cooperative team, which in turn leads to a more efficient
team.
89) Text messaging and email are both considered "push" technologies.
Answer: TRUE
Explanation: A "push" technology is one that distributes information directly to a specific
recipient.
90) You should avoid using bullets in emails since they are too informal.
Answer: FALSE
Explanation: Bullets are an excellent device for enhancing the readability of an email.
91) Explain the differences between sharing your own personal information and information that
belongs to your organization.
Answer: While it is important to secure your personal information as best you can, it is your
choice to be as cautious or reckless with it as you wish since the damage done is limited only to
yourself. Also, since you are only one individual, you are less likely to be targeted for a security
attack by hackers who would profit much more by going after larger sources of data. When you
are working for a company, the information you share is not your own. Losing the information to
a hacker, or even risking it being shared or mined by an unethical cloud provider, has the
potential to have an impact on many people including your employer, your colleagues, and your
customers. Such information is entrusted to you on their behalf, and it is your obligation to
protect it as fully as you can. This means avoiding cloud-based servers, which might not be
protected by Canadian legislation, and avoiding social media platforms, which are more often
subject to cyber attacks and whose policies for protecting your privacy can change over time.
Diff: 1 Type: ES Page Ref: 133-134

92) Discuss the drawbacks of supposedly "free" software.

Answer: There is always a cost of some kind associated with software, even if it supposedly
free. Free versions of software normally run ads, which can interrupt your productivity. They
also tend to have less or even no security: your data might be open to mining or sharing. This is
particularly a problem if you are using this software for company information. Free software will
often have much more limited data storage space than paid-for versions. Finally, free software
might be generating profiles of its users by counting page clicks or "likes" and then selling these
profiles to other companies. Generally, free versions of software are limited in a number of ways
and they often have paid-for versions that are better.
Diff: 1 Type: ES Page Ref: 135
93) Discuss the advantages and disadvantages of using Twitter and Facebook to connect to a
wide audience.
Answer: Both distribution tools are good for reaching a wide audience, particularly because they
allow users to share postings and links very quickly. Therefore, a company's messages can reach
a much wider audience than the company's original following. This is called secondary
distribution. Both tools also have very large numbers of users globally, meaning that users have
easy access to messages. There are, however, a few disadvantages to using these tools. The first
is the newsfeed-style interfaces they use: very active users will have a continuously updating
stream of information coming to their devices, which means that messages are easily missed
when there is a large volume of messages. This is particularly true during major events when the
volume of postings and tweets is very high.

94) A telecommunications company is set to launch its new product, a radically different cell
phone than its previous products. To ensure that the sales representatives who will be selling the
device know all of its features and benefits, the company also wants to provide significant
training materials. The company decides that the best way to do this is to run a series of webinars
that sales representatives are expected to attend before selling the product. Discuss the
advantages and disadvantages of this choice.
Answer: A webinar is potentially a very good choice for this company because webinars are
media-rich and convey a great deal of dense material in a relatively short timeframe. Since the
company will be able to use video, audio, slides, and text to demonstrate the features of the new
phone, it will have more opportunities to engage the audience. Webinars can also reach a wide
audience, and their content can be recorded so that the audience can view the material at any
time. A disadvantage of a webinar is that is has limited interactivity between the viewers and the
presenters, which means that viewers are not accountable for their activities during the
presentation. Viewers could be paying only partial attention to the material.
The fact that webinars are primarily a synchronous form of communication has both
advantages and disadvantages. It might be beneficial to the company's launch that all of the
training is happening at the same time, and it can be happening at a time that the company
chooses. While interactivity might be somewhat limited, synchronous webinar training allows
for some interactivity so that, for instance, questions about the product can be addressed
immediately. Synchronous distribution, however, can be difficult to arrange, especially for large
audiences, and not all salespeople may be able to attend the webinar. Fortunately, webinars can
be recorded for asynchronous distribution.
95) Discuss how Facebook can be used as a distribution tool, a networking tool, and
collaboration tool.
Answer: As a cloud computing tool, Facebook is useful for storing photographs and videos with
a variety of accessibility options. If you are using a Facebook page for a business, you will have
a self-selected group of "followers" who are by definition interested in your product or service.
Facebook can be used to distribute information about products and services, sales, coupons,
contests, and customer service to this audience. This is exactly how Facebook works as a
networking tool as well, since it is uniquely designed to allow a sense of community to build
around any interest including businesses. Its "comment" and "like" features allow users to
demonstrate approval or make both positive and negative comments on information that has been
shared. Finally, since information on Facebook is so easily shared to other users beyond the
original group of followers, there is a powerful secondary distribution aspect to it. The features
already described also make it an excellent collaboration tool, especially since the privacy
settings can allow only certain people to have access to private material, notwithstanding the fact
that material that is shared on Facebook is never truly secure.

96) What is the best way to deal with negative online comments or complaints about a service or
product that your company provides?
Answer: Even negative peer-to-peer comments and discussions can be a positive opportunity for
a business. When customers discuss a business, it creates buzz and continued interest in that
business. When the comments are negative, the business is provided with an opportunity to
demonstrate its responsiveness to its customers by making necessary changes to products or
services or even simply apologizing and demonstrating its accountability for mistakes.
97) Discuss the differences between text messaging and instant messaging.
Answer: Instant messaging tools tend to be embedded within larger social communication
platforms such as Facebook or ESCs and is largely done on a computer, laptop. or tablet,
whereas texting is a stand-alone feature on a mobile device. Both are ideal for short messages
and they are important elements in creating a collaborative, cooperative team. While they are
best for social connections, they can be useful for businesses to distribute time-sensitive
information with a sense of urgency. Disadvantages common to both mediums is that they can be
distracting and can be vulnerable to hacking, especially in the case of instant messaging tools
that are embedded in platforms like Facebook. An IM tool embedded in an ESCs, however,
solves this problem because messages are encrypted in these platforms.
98) Carly has a software release happening in just a few days, and she has just learned of a
change that has been made to the software. She is considering how best to brief her international
team on what has to be done before the release. Discuss which of the following technologies
would be her best option: video conferencing, VOIP, or email.
Answer: Email is likely to be Carly's best option here, mostly because of the immediate
deadline. In an email, Carly can clearly and precisely explain what is going on and give the
instructions that her team needs, and her team members will receive the information instantly.
On the other hand, while a video conference would be an ideal option, given that it is a rich
medium, video conferences can be difficult to set up and should not be attempted without plenty
of lead time to test Internet connections and sort out schedules and time differences. VOIP is
easier to set up than a video conference, but it can still be unreliable, and it doesn't avoid the
problem of sorting out schedules.
99) Describe how you should prepare for and behave in a conference call.
Answer: Since VOIP, speakerphones, and cordless headsets are all prone to static and
interference, it is best to set up your conference call on a landline since these connections are the
most stable. Disable any alerts (such as call waiting) so that these sounds will not interrupt the
call. Ensure that your call takes place in a quiet space since ambient noise is picked up in
conference calls and can be distracting. You can further reduce ambient noise distractions by
using a phone with a mute button so that when you are not speaking your phone will be silent.

Business Communication Polishing Your Professional Presence Canadian 1st Edition Shwom Test
100) Employees are encouraged to participate in online discussions on behalf of their business
since this helps to keep content fresh and interesting to followers. However, employees should be
cautious when participating in online discussions. Explain how an employee should approach his
or her online communication.
Answer: The most important thing for an employee to be concerned about is that he or she is
protecting information that the company owns. This means being discrete about what is
discussed and ensuring that they don't release information that belongs to the company and that
they do not express opinions that are not those of the company. At the same time, participants
should be honest and have genuine opinions as far as possible and communicate in a natural
manner. Finally, an employee should strive to add value to online discussions, ensuring that their
input is relevant, interesting, and useful.
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7) Which aspect of media richness is lacking in instant messaging?

8) Compared to other types of media, written business messages tend to ________.

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10) Cloud computing ________.

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Copyright © 2017 Pearson Canada Inc.

18) Which of the following is an example of 1:many distribution?

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19) Which of the following is an example of a 1:1 distribution?

20) A portable document format (PDF) file is ________.

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34) A Universal Resource Locator is also called a ________.

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37) One advantage of using a blog as a distribution tool is that ________.

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40) Facebook is best described as an example of ________.

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Copyright © 2017 Pearson Canada Inc.

57) A significant disadvantage to a company distributing videos on YouTube is that ________.

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60) Which of the following statements is TRUE?

61) Which of the following statements is TRUE?

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63) Joanna is heading up a project with a multi-location team of a dozen members. It is a

65) Which of the following statements is TRUE?

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67) Which of the following statements is TRUE?

68) Which of the following statements is TRUE?

72) Face-to-face communication is a richer communication medium than video conferencing.

75) Most web-based tools are platform agnostic.

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80) Whether a medium can be considered synchronous depends on the availability of

Copyright © 2017 Pearson Canada Inc.

82) Email is a secure and private way to send messages.

83) Email is the default tool for electronic business communication.

87) YouTube can be described as a cloud-based video distribution tool.

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Copyright © 2017 Pearson Canada Inc.

92) Discuss the drawbacks of supposedly "free" software.

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Copyright © 2017 Pearson Canada Inc.

Copyright © 2017 Pearson Canada Inc.

Test Item File for Business Communication, Canadian Edition 5-30

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