Chapter 5

Question 1

____ are still the dominant channel in business

Answer 1

Emails

Question 2

What two channels are growing and replacing email in some instances?

Answer 2

IM and text

Question 3

What are 4 complaints people have about email?

Answer 3

1) Confusing and poorly written (40% of people have gotten emails they can’t understand)
2) Lacking writing skills
3) Emails can be overwhelming
4) Blurs the line between work and leisure

Question 4

All emails are ____

Answer 4

Trackable

Question 5

When is email appropriate? (3)

Answer 5

• Short, informal messages requesting information or responding to inquiries
• Cover document when sending longer attachments
• Effective for multiple recipients and messages that must be archived

Question 6

If your goal is to convey warmth or enthusiasm, you should use what channels?

Answer 6

Face to face conversation or telephone

Question 7

What are the four parts of the writing plan for emails?

Answer 7

Subject line, opening, body, closing

Question 8

What should the subject line consist of?

Answer 8

The main idea in condensed form

Question 9

What should the opening consist of?

Answer 9

A greeting, as well as the main idea in expanded form.

Question 10

What should the body consist of?

Answer 10

An explanation of the main idea, similar ideas grouped together, headings/lists, sentences in a logical order

Question 11

What should the closing consist of?

Answer 11

Action statement (due dates, etc), summary, closing thoughts. Full contact information 
Proofread!

Question 12

What are some practices for better email?

Answer 12

Don’t write an email if another channel is better, send only what you would want published, develop a strong subject line

Question 13

What are some ways to craft the best email reply?

Answer 13

Answer within 24 hours/when you say you will, change subject line if needed, edit, use headings/lists

Question 14

How do you practice good email etiquette?

Answer 14

Never forward something without permission, use a friendly tone, don’t attempt sarcasm, avoid screaming

Question 15

What should you remember when writing a closing?

Answer 15

End with an action, full contact information, EDIT

Question 16

When should you write a memo?

Answer 16

The message is too long for email, needs to be formal, needs to be kept permanently. Can be attached to emails.

Question 17

What are the biggest advantages of texts and IM?

Answer 17

Decisions can be made quickly, phone tag is avoided

also quiet and efficient

Question 18

What is a podcast?

Answer 18

a digital audio or video file that can be downloaded to a computer or watched on a smartphone.

Question 19

Where can podcasts be found? How do you listen to them?

Answer 19

iTunes, Vimeo. They can be streamed or downloaded

Question 20

What are three ways businesses use podcasts?

Answer 20

• To replace expensive teleconferences
• To have a human face without the actual human presence
• To broadcast repetitive content that doesn’t require interaction

Question 21

What is a wiki?

Answer 21

Web-based tool employing easy-to-use collaborative software to allow multiple users collectively to create, access, and modify documents.

Question 22

Who can edit wikis?

Answer 22

Anyone who can see it

Question 23

Define crowdsourcing

Answer 23

The ability to get ideas from a wide assortment of people at a low cost

Question 24

What does it mean to eliminate version confusion?

Answer 24

Each team member can submit changes to improve a document. Making the document understood by everyone on the team and everyone approves it.

Question 25

4 main business uses of wikis

Answer 25

Keeping employees informed
Creating a large database
Facilitating feedback
Project management

Question 26

Why do businesses use blogs?

Answer 26

To reach a large audience, to keep customers/employees informed, to invite feedback, to develop relationships, to address rumors

Question 27

Why do businesses try to use viral marketing?

Answer 27

Online messages spread rapidly, much like viruses pass from person to person. Content must resonate with lots of people who will share it.
You want what you’re doing to be so interesting that people will share it on its own.

Question 28

What are the benefits of a proprietary network?

Answer 28

Companies have their own internal networking systems for employees

Question 29

How do proprietary networks connect employees?

Answer 29

The systems can match up employees based on their skills

Question 30

Some companies use ______ to gain feedback from customers

Answer 30

crowdsourcing