Chapter 5 Study Guide
Communicating Electronically
IN THIS CHAPTER YOU WILL FIND:
LEARNING OBJECTIVES
KEY CONCEPTS
KEY TERMS
CHAPTER OUTLINE
POWERPOINT SLIDES
TEACHING SUGGESTIONS
CLASSROOM ACTIVITIES
REVIEW QUESTIONS & SUGGESTED ANSWERS
FEATURED ASSIGNMENTS
ADDITIONAL ASSIGNMENTS
CASE STUDIES
STUDENT HANDOUTS
LEARNING OBJECTIVES
1
Discuss the effective use of email, instant messaging, and text messaging in business
communication.
2
3
4
Explain principles for writing effectively for the Web.
Discuss the effective use of voice and wireless technologies in business communication.
Consider legal and ethical implications associated with the use of communication technology.
KEY CONCEPTS
A full chapter is devoted to the preparation of electronic communications—not only because of
popular use in organizations but also because of their particular characteristics as informal but
powerful forms of communication. Emphasis is given to email, instant and text messaging, Web
communications (Web pages, wikis, and weblogs), and voice and wireless communication. Legal and
ethical issues related to the use of technology are also discussed.
© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
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KEY TERMS
TERM
Extranet
Instant messaging
Intranet
Social networking sites
Text messaging
Weblog (or blog)
PAGE
80
76
80
76
77
81
CHAPTER OUTLINE
5-1
5-2
5-3
5-4
Electronic Mail Communication 73
5-1a
Advantages of Email 73
5-1b Guidelines for Preparing Email Messages 73
5-1c
Effective Use of Email 74
5-1d Instant and Text Messaging 76
5-1e
Text Messaging 77
5-1f
Electronic Messages and the Law 79
Web Page Communication and Social Media 80
5-2a
Writing for a Web Site 80
5-2b Social Media 81
Voice and Wireless Communication 83
5-3a
Voice Mail Communication 83
5-3b Cell Phone Communication 83
5-3c
Wireless Communication and the Future 84
Appropriate Use of Technology 85
5-4a
Determine the Purpose of the Message 85
5-4b Determine Whether the Information Is Personal or Confidential 85
5-4c
Decide Whether Positive Human Relations Are Sacrificed 85
CHAPTER REVIEW
1.
How is the use of technology impacted by legal limitations and requirements?
The Electronic Communications Privacy Act, which allows companies to monitor email usage for
legitimate business purposes, causes some employees to feel restricted in their use of technology
because they fear retribution from supervisors who could be monitoring transmissions. The fact that
copyright laws affect electronic communication and information on the Web makes companies more
willing to place information on the Web, knowing that their ideas cannot be used by others without
credit being given. Commitments made via email carry the same weight as those made in writing, so
employees should take email commitments seriously. Because of Fair Information Practices, managers
are responsible for the security of information obtained from customers. If personal information given
to the company is used inappropriately, the company can be liable for damages.
© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
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2.
What can you do to limit the excessive amount of email that lowers productivity?
Email overload can be moderated by the following:
(1) before sending a message, be sure the recipient actually needs a copy of it
(2) do not forward email without the original writer’s permission
(3) avoid addressing email containing action items to more than one person at a time, as none will
likely assume major responsibility.
3.
What practices should be followed to avoid sending a “flame”?
To prevent a possible flame, avoid sending messages that provoke a strong emotional response from
the receiver. Use face-to-face communication for such situations. Because email is stripped of
nonverbal communication, the message may be misinterpreted, and the tone may appear harsher than
intended. Additionally, when sending a possibly sensitive message, wait and reread before sending.
4.
How does communication differ when emailing, instant messaging, and texting?
In instant messaging, spelling and grammar matter less than with traditional email because the purpose
is to get the information as quickly as possible in real time. Shorthand also is acceptable, as long as the
receiver understands the message. Text messaging, on the other hand, makes almost exclusive use of
shorthand, but is not appropriate for conversations about involved or complex issues.
5.
Discuss the legal issues related to the use of email.
Legal/ethical issues in using email include protecting copyright of materials downloaded from the
Internet, not altering messages that you forward, getting permission to forward private messages, and
responding to email promptly.
6.
How does writing for a weblog differ from writing for a website? What precautions
should be followed?
Weblogs are not always sanctioned by the company they represent. Some blogs are simply personal
journals kept on a website. Others might offer valid information about company events and issues.
Precautions for bloggers would include remembering that the writing is for public consumption and
knowing the companies often do keep up with what employees are saying in their blogs.
7.
What guidelines apply to recording an effective voice message? to leaving an effective
voice message on another’s phone?
To record an effective voice mail greeting, (a) update often to reflect schedule and special
announcements, (b) leave additional contact information—email, fax, mailing address, (c) encourage
detailed messages, (d) leave instructions for hearing the message or getting to the operator and (e)
check regularly and respond promptly.
To leave an effective voice mail message, (a) speak slowly and clearly and repeat name and number at
the beginning and end of the message, (b) spell your name, (c) leave a detailed message, (d) keep
message length to 60 seconds or less, and (e) assure message is understandable by being conscious of
cell phone reception or background noise.
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8.
Describe the courteous use of a cell phone.
To be a courteous cell phone user, (a) observe wireless free quiet zones such as hospitals, churches,
theater performances, etc.; (b) respect others in crowded places by speaking quietly and considering
content; and (c) consider safety by using a hands-free device when driving.
9.
Which communication channels are preferred when sending a message that is personal
or confidential? Why?
For personal or confidential messages, face-to-face meetings or traditional letters are preferred because
face-to-face tells the receiver he or she is important and because traditional letters are in closed
envelopes that are typically opened only by the addressee.
10.
Describe three business communication situations in which a technology channel would
be inappropriate for exchanging information. Explain your choices.
Firing an employee—a message this negative and life-changing for a receiver should be given more
emphasis and importance than electronic communication allows.
Discussing the move of a company office from one location to another—a message with the
opportunity for confusion and misunderstanding should be communicated face-to-face with
opportunity for feedback.
Telling an employee you are sorry about a death in his or her family—a condolence requires a
handwritten note to tell the receiver, “You are important to me, and I am thinking about you during a
difficult time.”
11.
How is web communication different from other forms of business communication? How
is it similar?
Web communication is different than more traditional forms of business communication because
websites can communicate with millions of people much more quickly and easily than brochures or
letters. Web communication is similar because a communication must consider the same factors as in
more traditional forms—the primary purpose of the message, the audience, and the audience’s reaction
to the message—before completing the message.
STUDY QUESTIONS
Chapter 5—Communicating Electronically
TRUE/FALSE
1. Email is a channel of choice for business messages that must be sent to several recipients in a timely
manner.
ANS: T
REF: p. 73
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2. Repeating the information in the subject line in the first sentence of an email is redundant and should
be avoided.
ANS: F
REF: p. 73
3. The word “Meeting” is an example of an efficient and effective subject line for an email message.
ANS: F
REF: p. 73
4. One of the purposes of a subject line in an email message is to allow recipients to sort through and
prioritize the reading of messages.
ANS: T
REF: p. 73
5. Because e-mail messages are written efficiently, they should be organized in a direct, deductive style.
ANS: F
REF: p. 74
6. Jargon and acronyms are found more commonly in e-mail messages than in business letters that go to
parties outside the company.
ANS: T
REF: p. 74
7. Enumerated lists, bulleted lists, tables, graphs, and pictures can all be used in email messages to
strengthen communication.
ANS: T
REF: p. 74
8. Given the informality of a business email message, grammar and spelling are not as critical as they
might be in a business letter.
ANS: F
REF: p. 74
9. A business person should carefully consider whether to send a formatted document as an attachment to
an email message because of the time required for downloading.
ANS: T
REF: p. 74
10. When using instant messaging, spelling and grammar matter less than when using e-mail.
ANS: T
REF: p. 77
© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
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11. Text messaging is a viable alternative to phone calls for those with hearing impairment.
ANS: T
REF: p. 78
12. Text messaging is a social communication tool and not applicable for business communication.
ANS: F
REF: p. 78
13. Under the Electronic Communications Privacy Act, employers need only provide a legitimate business
reason for monitoring employee email communication and are not required to notify employees of the
monitoring.
ANS: F
REF: p. 79
14. Federal laws ensure that email messages employees send at work are private.
ANS: F
REF: p. 79-80
15. A company’s intranet is a web platform for interacting with business partners, such as customers,
suppliers, and vendors.
ANS: F
REF: p. 80
16. A company's intranet and extranet restrict access only to visitors who have authorization.
ANS: T
REF: p. 80
17. A good rule of thumb when composing web pages is to use as many graphics as possible, and the
bigger the better.
ANS: F
REF: p. 81
18. Anonymous blog postings can lead to irresponsible behavior, harassment, and gossip.
ANS: T
REF: p. 82
19. Most companies prohibit the use of wikis among employees as a form of internal communication.
ANS: F
REF: p. 82
20. When leaving a phone message, you should give only your name and number to improve efficiency.
© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
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ANS: F
REF: p. 83
21. When communicating with a colleague about the hiring or firing of an employee, you would be well
advised to not use a cell phone.
ANS: T
REF: p. 84
22. Email and cell phone calls are preferred channels for communicating information that is private or
sensitive.
ANS: F
REF: p. 84-85
23. A company legally owns the electronic communications of its employees.
ANS: T
REF: p. 85
MULTIPLE CHOICE
1. Which of the following is NOT a benefit of e-mail?
a. E-mail reaches people more quickly than letters or memorandums.
b. E-mail can be easily discarded when the message does not have to be kept.
c. E-mail relieves the recipient from playing "telephone tag."
d. E-mail is private because it requires the use of a password to access it.
ANS: D
REF: p. 73
2. The subject line of an email message should do all of the following, EXCEPT
a. warn the recipient of the message of the bad news.
b. allow the recipient to prioritize the message.
c. expedite understanding of the message.
d. provide a point of reference for future use.
ANS: A
REF: p. 73
3. Email messages should be limited to one topic because
a. some computers cannot display longer messages.
b. an email message should not contain competing ideas.
c. the recipient might forget to respond to multiple points discussed.
d. messages with multiple topics take too long to type.
ANS: C
© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
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REF: p. 73-74
4. Which of the following is NOT an example of good email etiquette?
a. Answer every email message as soon as it is received.
b. Forward an email from another person only with the permission of the original writer.
c. Send short, direct messages that would typically be sent through memos.
d. Avoid sending messages when you are angry.
ANS: A
REF: p. 74
5. When composing an email message,
a. ideas should be organized inductively when the message contains good news or routine
information.
b. just be direct, since such communications are routine.
c. present the information in the order it is likely needed or will be best received.
d. avoid repeating information that is in the subject line in the opening sentence.
ANS: C
REF: p. 74
6. Electronic messages as a communication channel would NOT be appropriate for which of the
following situations?
a. When you need to send a message to someone outside the company
b. When you need to send sensitive or extremely confidential information
c. When you need to send one message to several different people
d. When you need a quick response to a simple question
ANS: B
REF: p. 75
7. To protect computer systems from e-mail viruses and hoaxes,
a. open attachments and then command your computer to scan them for virus activity.
b. forward questionable messages to the e-mail administrator.
c. forward all emailed warnings to those in your address book just in case the threat is real.
d. keep in mind that unsolicited e-mails with an ".exe" extension are usually safe to open.
ANS: B
REF: p. 75-76
8. Which of the following is NOT good advice for handling e-mail efficiently?
a. Set up separate accounts for receiving messages that require your direct attention.
b. Keep all messages in the event that you ever need to verify information from them.
c. Set up folders that organize messages you need to keep.
d. Investigate the purchase of an e-mail handler to assist with sorting and prioritizing
messages.
ANS: B
REF: p. 76
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9. Which of the following is true concerning instant messaging (IM)?
a. Most companies use IM in some way.
b. Special hardware is needed to IM.
c. Spelling and grammar are as important in IM as in email.
d. All of the above are true.
ANS: A
REF: p. 76
10. Which of the following is most accurate concerning the use of instant messaging in business
situations?
a. Instant messaging is not a business tool and should be reserved for personal use.
b. Instant messaging can be used in some business situations but requires accurate spelling
and grammar when it is used.
c. Instant messaging has wide business use, and spelling and grammar matter less than in
other types of business communications.
d. Instant messaging can be used anytime that email is appropriate.
ANS: C
REF: p. 77
11. Which is the following is true concerning text messaging?
a. The Chinese language is especially well-suited to text-messaging.
b. The Japanese commuters prefer phone conversations to texting.
c. In the U.S., texting is most popular among people age 30 to 50.
d. Southeast Asia has not yet acquired texting technology.
ANS: A
REF: p. 78
12. An organization that wants to provide business partners with always-available information and contact
should use which of the following?
a. Intranet
b. Extranet
c. Email
d. Voice mail
ANS: B
REF: p. 80
13. Which of the following is NOT an advantage of a company weblog?
a. Enhances business and build customer loyalty.
b. Helps service teams troubleshoot current problems.
c. Provides dynamic, rapidly changing communication channels.
d. Allows employees to vent frustrations anonymously.
ANS: D
REF: p. 81
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14. 30.Which of the following is not a web 2.0 technology?
a. Voice mail
c. wick
b. blog
d. social networking
ANS: A
REF: p. 81
15. Which of the following is true of cell phone communication?
a. Using your cell phone while driving is advisable because it is a wise use of time.
b. Federal law prohibits using a cell phone use while driving without a hands-free device.
c. You should generally answer your cell phone during a business meeting, when a call
comes from a client.
d. None of the above is true.
ANS: D
REF: p. 84
16. According to the Electronic Communications Privacy Act, firms may check the email messages of
their employees
a. to determine if employees are using the email system for legitimate work-related purposes.
b. and publicize their content in any way the employer chooses.
c. to determine whether the messages are originated at work or home.
d. only if they suspect company espionage or theft.
ANS: A
REF: p. 85
17. Text messaging should not be used for which of the following business messages?
a. An efficient delivery of a sales message.
b. A quick and silent updating message to a colleague in a meeting.
c. A confirmation of an appointment to a coworker on a business trip.
d. A less emotional way to tell a subordinate he did not receive a desired promotion.
ANS: D
REF: p. 77-85
18. Which of the following is NOT an acceptable situation for using email?
a. Providing all employees with information about the company’s new computer system.
b. Evaluating the strengths and weaknesses of a current employee.
c. Sending product meeting notes to all meeting participants.
d. Thanking a client for his continued business.
ANS: B
REF: p. 74-85
SHORT ANSWER
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1. Explain the purpose of a subject line in an email message, and provide guidelines for writing an
effective subject line.
ANS:
The subject line tells the receiver what the following message is about and sets the stage for the
receiver to understand the message. The subject line should be as long as necessary for understanding.
Often, thinking of the five Ws (who, what, when where, why) will provide clues for composing an
effective subject line. For emphasis, key the subject line in all capitals. Reinforce the subject line by
repeating it in the body of the email.
PTS: 1
REF: p. 73
2. What questions should you ask yourself in determining whether electronic communication is an
appropriate message channel?
ANS:
To decide whether an informal communication vehicle such as email would be appropriate, you should
ask yourself the following questions:
1. What is the purpose of the communication? If the message is straightforward and
informal, then an email could be appropriate.
2. Is the information personal or confidential? If so, a better communication vehicle is
face-to-face conversation.
3. Could you communicate this information by telephone, in person, or through a letter?
Email should be used if it is more advantageous than the other options.
4. Is the use of this communication tool an avoidance mechanism? If so, you should think
through why you want to avoid the situation and rethink the communication vehicle that
would be the most appropriate for your message.
PTS:
1
REF:
p. 74-76 |p. 85
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