Tb16

CHAPTER 16: ORGANIZATIONAL COMMUNICATION

True/False Questions
Learning Objective 1

1. Washington Mutual does not have cash drawers for customers who walk in to use the
bank's teller towers.

ANSWER: T, Knowledge, Easy, p. 448

2. Washington Mutual has modeled their communication system after Citigroup in efforts to
maximize customer service.

ANSWER: F, Knowledge, Moderate, p. 448

3. Communication is to an organization as the bloodstream is to a person.

ANSWER: T, Application, Moderate, p. 448

4. Communication affects how people in an organization relate to each other.


5. Communication is a way of exchanging and sharing ideas, attitudes, values, opinions,
and facts.


6. It is not always necessary for a manager to have access to relevant information in order
to make sound decisions.

ANSWER: F, Application, Difficult, p. 449

7. Decoding translates thoughts or feelings into a medium that conveys the meaning
intended.

ANSWER: F, Knowledge, Difficult, p. 449

8. If Colin Joiner wants to use the principles of increasing encoding accuracy, he should
know that these principles do not all apply to all forms of communication.

ANSWER: F, Application, Difficult, p. 450

9. One of the major requirements of the receiver is the ability to speak well.


10. Studies have shown that most people can recall immediately only 50 percent of what
someone tells them.

ANSWER: T, Knowledge, Difficult, p. 452

11. As a manager, Mark Smith uses three types of messages: nonverbal, verbal, and

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written.

ANSWER: T, Application, Moderate, p. 452

12. Proxemics refers to the use of facial expressions, body movement, gestures, and
physical contact to convey meanings.


13. The ability to interpret facial expressions is an important part of communication.

ANSWER: T, Knowledge, Moderate, p. 453

14. Wyndham Hotels encourages upward communication. This will provide feedback on
how well employees understand the messages they have received.

ANSWER: T, Application, Difficult, p. 458

15. In Japan, strict rules of etiquette guide the use of space. In elevators, the senior person
stands in the front of the doors near the buttons.


16. Spatial arrangements in corporate offices in North America can send many signals to
members of the organization.


17. People usually prefer written messages as opposed to spoken ones.

ANSWER: F, Knowledge, Easy, p. 456

18. Information richness refers to the cost of communicating with others.


19. Managers and other employees use a vertical channel when communicating across
departmental lines, with suppliers, or with customers.


20. The fundamental problem with horizontal communication is that it is too often one-way:
It is a lean channel that does not encourage feedback from those on the receiving end.


21. Horizontal channels are extremely important in today’s team-based organizations, where
employees must often communicate among themselves to solve their clients’ production
or process problems.


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22. According to a survey of Fortune 500 companies, employee network groups have
experienced a relatively slow growth in the past decade.


23. When feedback is not rewarding, the sender eventually changes the type of message.



24. One of the first steps in communicating more successfully is to identify hurdles to the
process.


25. Hurdles to communication can be divided into external and internal hurdles.


26. Status relationships among members is an organizational hurdle, rather than an
individual hurdle to be overcome.


27. Information technologies often reinforce existing status relationships and magnify their
effects on communication.


28. To combat the problem of a loss of understanding from the sender to the receiver, top
managers are increasingly using live video presentations or videotapes to deliver the
same message to employees at all the organization’s locations.


29. A sender’s feelings influence encoding of messages and may or may not be apparent to
the receiver.


30. Jargon is a type of communication shorthand that makes it easier to communicate with
persons outside a particular field of knowledge.


31. Semantics is the study of the way words are used and the meanings they convey.


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32. Comprehensive listening entails active efforts to get complete information, understand
the main message, and determine important details.


33. A discerning listener wants to be able to make a decision based on the information
provided.



34. Communication is often ineffective because the message is inadequately planned.


35. Trying to communicate with a person by using e-mail is more difficult than doing so face
to face.

ANSWER: T, Application, Easy, p. 468

36. The most effective communication is in what you say, not in what you do.



37. Workers who search for a new job while at work are involved with a privacy issue.

ANSWER: F, Knowledge, Easy, pp. 469–470

38. Organizations may monitor an employees' work when they are working away from the
office.


39. The Computer Ethics Institute in Washington, D.C. enforces laws relating to ethical
conduct.


40. The self-management competency includes the application of clear personal standards
of integrity and ethical conduct.


41. The majority of computer science graduates have had at least one course in computer
ethics by the time they graduate.

ANSWER: F, Knowledge, Difficult, pp. 470–471

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42. One of the reasons that computer ethics is difficult to understand is that it is a new
application of older ethical concepts.


43. The two large credit reporting agencies maintain credit information on more than 170
million people.

ANSWER: F, Knowledge, Moderate, pp. 470–471

44. Protection of privacy through the legal system has not caught up with developments in
technology.


Multiple Choice Questions
Preview
1. Washington Mutual's strategy in offering "free checking" has resulted in __________.
a. substantial profits from covering checks with insufficient funds
b. more than 3.5 million new customers since 1996
c. average customer activity of more than $23,000
d. all of the above

ANSWER: D, Knowledge, Easy, p. 448

2. "Teller towers" are used at Washington Mutual to communicate __________.
a. a fun "casino" experience
b. speed of service
c. personal service
d. simplicity

ANSWER: C, Knowledge, Difficult, p. 448


The Communication Process
3. Communication is essential in all of the following work settings except __________.
a. school district
b. manufacturing plant
c. transportation system
d. all of the above are correct


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4. __________ is the transfer and exchange of information and understanding from one
person to another through meaningful symbols.
a. Leadership
b. Technology
c. Communication
d. Proxemics

ANSWER: C, Knowledge, Easy, p. 449

5. Beverly Dennis is a new manager with Union Pacific Corp. As a manager, she will use
the communication process in the __________ function.
a. planning
b. organizing
c. leading
d. all of the above

ANSWER: D, Application, Moderate, p. 449

6. Brock Kinney is a manager of a large manufacturing plant and is discussing the concept
of communication with his sales force. An important factor that should not be left out of
the discussion is that ___________.
a. communication is an easy process
b. communication need not be effective to be useful
c. managers can accomplish very little without effective communication
d. some methods of relaying information allow managers to circumvent effective
communication

ANSWER: C, Application, Moderate, p. 449

7. Communication is critical to operating a business with any degree of success. In order
for communication to take place, there must be __________.
a. a grapevine
b. validity in the message
c. data to send
d. a sender and receiver

ANSWER: D, Knowledge, Difficult, p. 449

8. The first element in the communication process is __________.
a. cueing
b. encoding
c. channeling
d. decoding

ANSWER: B, Knowledge, Easy, p. 450

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9. Drew McIntyre translated his thoughts in a written medium. This process is known as
__________.
a. focusing
b. encoding
c. repetition
d. decoding

ANSWER: B, Application, Moderate, p. 449

10. Carol Chung is interested in a position with Hewlett-Packard. Therefore, she phones to
find out about the position, writes a letter, and then phones again to confirm that the
letter was received. Carol is engaging in __________.
a. encoding
b. networking
c. managing
d. decoding

ANSWER: A, Application, Difficult, p. 450

11. Spencer Peck is sending an application letter to the chief of staff at Presbyterian
Hospital regarding an internship opening. Spencer explains his interest in the hospital
and provides background information about his qualifications for the job. Spencer is
involved in __________.
a. establishing a liaison role
b. encoding
c. decoding
d. translating

ANSWER: B, Application, Difficult, p. 450

12. Each of the following is a principle of good encoding except for __________.
a. relevancy
b. simplicity
c. creativity
d. focus

ANSWER: C, Knowledge, Moderate, p. 450

13. Jeff Carson is concerned about increasing his encoding accuracy. He emphasizes
significant points by changing his tone of voice, pausing, gesturing, or using appropriate
facial expressions. These are all dimensions of __________.
a. relevancy
b. simplicity
c. focus
d. organization

ANSWER: C, Application, Difficult, pp. 450–451

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14. Serena Costello is careful to complete each point in her message before proceeding to
the next. Serena is concerned with __________ in the encoding process.
a. entropy
b. repetition
c. synergy
d. organization

ANSWER: D, Application, Difficult, p. 450

15. Sherri Hopper is concerned that her words may not be clearly heard or fully understood
the first time. This concern can be addressed by __________.
a. repetition
b. simplicity
c. extinction
d. using feng shui

ANSWER: A, Application, Easy, p. 450

16. Mitch Cabrera realizes that the communication process has a better chance of being
effective if the message is important and significant to the receiver. In other words,
Cabrera feels that the message must be __________.
a. clear
b. consistent
c. understood, no matter what
d. relevant to the receiver


17. The __________ is the person who decodes the message sent.
a. sender
b. employee
c. receiver
d. manager


18. __________ translates messages into a form that has meaning to the receiver.
a. Decoding
b. Communicating
c. Listening
d. Technology

ANSWER: A, Knowledge, Easy, p. 432

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19. Claire Barton knew that she had to concentrate on paying attention to her subordinates
because research showed that of the 75 percent or more time that managers spent in
communicating, only __________ percent is spent on listening to others.
a. 20
b. 30
c. 50
d. 70

ANSWER: C, Application, Difficult, p. 433

20. Sterling Hilton just received a letter from a student inquiring about a summer job.
Sterling will react first on the basis of whether there are any job openings, which is part
of the __________ process.
a. encoding
b. decoding
c. monitoring
d. job posting


21. Donnie Davidson decided to use various means of media, such as newsletters, e-mail,
and the telephone. His decision is based on research that shows that two months after
receiving information, individuals can recall __________ percent of what someone tells
them.
a. 10
b. 25
c. 40
d. 70


22. Reva Powers has been working at Federated Department Stores for four years as a
first-line manager. She realizes that she needs to develop more effective listening skills.
Powers should attempt each of the following except __________.
a. to stop talking
b. showing her employees that she wants to listen by paraphrasing
c. removing distractions
d. counteracting employees’ statements with arguments


23. The __________ is the element of the communication process that contains the verbal
and nonverbal symbols used to represent the information we want to convey to
receivers.
a. decoding process
b. encoding process
c. message
d. proxemic


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24. Managers and other employees use three types of messages including ___________.
a. nonverbal, informal, all-channel
b. horizontal, vertical, wheel
c. written, grapevine, verbal
d. nonverbal, verbal, written

ANSWER: D, Knowledge, Moderate, p. 452

25. Cesar Rosales knew that he had to be careful in using nonverbal expressions when
interacting with his subordinates. This is due to the fact that __________ percent of the
content of messages are transmitted through facial expressions and body movement.
a. 20
b. 40
c. 60
d. 80


26. Mary Atkins is promoted to executive vice president and given a new office located far
from her employees. The company is communicating mostly through __________.
a. a verbal message
b. decoding a special message
c. a nonverbal message
d. semantics

ANSWER: C, Application, Moderate, pp. 453–454

27. Rick Robertson is very aware of his physical space and what the use of that space says
about him. He is concerned with __________.
a. phonetics
b. semantics
c. feng shui
d. proxemics


28. Effective verbal communication requires the sender to engage in each of the following
except __________.
a. encode the message in words
b. encode the message in nonverbal cues
c. convey the message in a well-organized manner
d. all of the above


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29. Tameka O'Neal is being interviewed for an analyst position with Credit Suisse First
Boston USA, Inc. She is physically leaning toward the interviewer, which probably
indicates __________.
a. a strong interest in the position
b. sensitivity to the corporate culture
c. tension and anxiety
d. mirroring of the interviewer

ANSWER: A, Application, Moderate, p. 456

30. All of the following are true concerning nonverbal communication except:
a. as much as 50 percent of the content of a message may be communicated by facial
expression and body posture.
b. words themselves may account for only 20 percent of the content of the message.
c. eye contact should be constant and prolonged to communicate your intense interest
in the sender.
d. table arrangements are important both inside and outside the boardroom.

ANSWER; C, Knowledge, Difficult, p. 453

31. Management at Northern Ontario felt that office workers might feel anxious or fearful if
__________.
a. they had to listen to noise from passing trains
b. they had their backs to the door
c. they had to move offices frequently
d. there was no privacy

ANSWER: B, Knowledge, Moderate, p. 456

32. Employees at Northern Ontario are asked to remove clutter from their desks because
clutter indicates __________.
a. a lack of professionalism
b. rudeness to others in the office
c. they believe in feng shui
d. all of the above


33. Joan Baxter is beginning a new job after graduating with her bachelor’s degree in
business. She invests a large amount of resources in her wardrobe knowing that
__________.
a. a person’s dress is not a communications factor
b. dress does affect proxemics
c. dress does affect feedback
d. dress does affect perception


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34. Ravi Tandon is a manager with Southwestern Bell Communications (SBC). Due to the
large number of employees that he supervises, Tandon sends many written messages.
He should follow each of the following guidelines except:
a. drafting the message with the receiver clearly in mind.
b. thinking through the message ahead of time.
c. making the message as detailed as possible, elaborating on her ideas to help his
subordinates understand his perspective(s).
d. carefully organizing the message.


35. Deirdre Wallis wants to communicate to her entire staff that their work is unsatisfactory.
The best way to tell everyone is by __________.
a. a nonverbal message
b. taking them to dinner
c. a written message
d. the departmental grapevines

ANSWER: C, Application, Moderate, pp. 456–457

36. The __________ is the path a message follows from the sender to the receiver.
a. chain
b. circle
c. channel
d. grapevine


37. __________ richness is the information carrying capacity of the channel in the
communication process.
a. Information
b. Lateral
c. Downward
d. Technological

ANSWER: A, Knowledge, Moderate, p. 457

38. Harold Christopher is a store director with Albertson's Foods. He is sending corporate
headquarters some specific data and facts. Because this channel is considered low in
richness, it is referred to as ___________.
a. spare
b. lean
c. a monochannel
d. none of the above


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39. Which of the following methods of communication is the richest communication
channel?
a. face-to-face interaction
b. focus groups
c. telephone conversations
d. e-mail


40. Companies, such as the L. L. Bean mail-order firm, use __________ channels to send
messages to employees regarding rules and procedures, etc.
a. informal
b. horizontal
c. downward
d. upward

ANSWER: C, Application, Easy, p. 458

41. Britney Gordon needs to send a directive to an employee, and she wants to use a rich
information channel. Britney should __________.
a. engage in a face-to-face discussion
b. engage in a telephone conversation
c. write an individually addressed letter or memo
d. use e-mail


42. Kelly Pettit is a senior buyer of women’s fashions for Kohl's department stores. One of
her assistant buyers has just returned from vacationing in Europe with some ideas for
new styles. Kelly did not think much of her employee and would not permit her to share
her ideas with the senior buyers. In other words, Kelly would not let her assistant buyer
take advantage of __________.
a. a horizontal channel
b. an upward channel
c. a downward channel
d. a decoded message


43. Managers must be aware that upward channels have inherent shortcomings. For
example, __________.
a. an employee may be competing for the manager’s job and is willing to remain silent
and watch the manager stumble
b. a subordinate’s own personal anxieties almost always color what is communicated
c. employees are not always comfortable giving direct upward feedback
d. all of the above


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44. All of the following companies have a reputation for providing opportunities for both
upward and downward communication except __________.
a. Cirque du Soleil
b. Blue Nile
c. L. L. Bean
d. The Container Store


45. Managers and other employees use a __________ channel when communicating
across departmental lines with suppliers or customers.
a. vertical
b. integrated
c. upward
d. horizontal


46. NIKE outsources the manufacturing of its athletic shoes and apparel to manufacturers
throughout the world. It needs an effective __________ communication channel to link
suppliers and market demand for the purposes of scheduling production and shipping.
a. chain
b. horizontal
c. intranet
d. World Wide Web


47. Reuben Jennings is a life insurance salesman. He has changed jobs five times in the
last fifteen years and is always looking for a good job opportunity. He has many friends
who are agents with competing firms, and every so often they get together over lunch to
discuss opportunities in their respective firms. This is an example of a(n) __________
channel.
a. downward
b. informal
c. horizontal
d. formal


48. What commonly used communication term comes from a Civil War practice of hanging
telegraph lines loosely from tree to tree?
a. network
b. decoding
c. grapevine
d. rumor mill


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49. Informal groups who organize regularly scheduled social activities that promote informal
communication among employees who share a common interest or concern are known
as __________.
a. grapevine support systems
b. employee network groups
c. rumor mills
d. an informal communication system


50. Consuella Guillory-Adams, contract supply manager at Lyondell Chemical, organized a
group of quality control managers in the chemical industry that meets four times per
year in Houston, Texas to discuss new technology. What type of communication is
Guillory-Adams trying to nurture?
a. horizontal communication
b. vertical communication
c. external networking
d. employee network groups


51. __________ is the receiver’s response to the sender’s message.
a. Feedback
b. Perception
c. Networking
d. Communication


52. Judy Turner recently completed a survey that tested her openness to feedback. In her
responses, she strongly agreed that she has a well-developed set of personal standards
and she feels very much in charge of what happens to her, good and bad. Judy's
scores on these questions are indicators of which of the following characteristics?
a. She cannot be expected to offer feedback.
b. She has a positive response to receiving feedback.
c. She can probably give feedback better than receive it.
d. She is not open to feedback.


53. Certain guidelines to encourage effective feedback have been developed by such
companies as Ricoh, Embassy Suites, and Wachovia. According to these guidelines,
effective feedback should be all of the following except __________.
a. helpful
b. evaluative rather than descriptive
c. specific rather than general
d. well-timed


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54. __________ is the meaning ascribed to a message by either the sender or receiver.
a. Influence
b. Feedback
c. Perception
d. Translation


55. __________ is the process of screening out information that a person wants to avoid.
a. Defensive filtering
b. Selective perception
c. Heuristics attribution
d. Projection


56. Kathy Parr recently hired a new employee who was highly recommended by a close
friend. During the first several weeks, Parr noticed a number of instances of excellent
performance by the new employee, but failed to see a large number of failures. This
behavior by Parr would be characterized as __________.
a. halo
b. socialization expectancy
c. selective perception
d. perceptual defense


57. When Owen Price meets with his employees, he has a habit of “tuning out” those
comments he is not happy with. Price is displaying the problem of __________.
a. selective perception
b. emotions
c. perceptual proximity
d. perceptual grouping


58. __________ is the process of making assumptions about individuals solely on the basis
of their belonging to a certain gender, race, age, or other group.
a. Bigotry
b. Clustering
c. Bias
d. Stereotyping


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59. Rhonda Sutherland worked hard to receive a promotion. She has led several seminars
at which four vice presidents had an opportunity to observe her in action and hear her
communications capabilities. When the vice presidents met to select a candidate for
promotion, they all felt that Sutherland and two other women could not satisfactorily
handle the position because they were not macho enough. The vice presidents were
displaying __________.
a. conflicting assumptions
b. downward communication
c. opposing goals
d. stereotyping



Hurdles to Effective Communication
60. Hurdles hinder the sending and receiving of messages by distorting, or sometimes even
completely blocking, intended meanings. These impediments can by divided into two
categories of hurdles: organizational and ____________.
a. corporate
b. institutional
c. conversational
d. individual


61. __________ is a person’s social rank in a group.
a. Semantics
b. Leadership
c. Personality
d. Status


62. Even though John Randall was just a middle manager, he was given what he wanted: a
very spacious office with large windows overlooking the St. Louis skyline. These are
signs of __________.
a. status
b. empowerment
c. authority
d. personality


63. Discussions that are computer-mediated __________ the effects of status on the
communication that takes place.
a. reinforce
b. magnify
c. were expected to decrease
d. all of the above


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64. All of the following are true concerning organizational hurdles except:
a. channels of communication, both formal and informal, are largely determined by
organization design.
b. hierarchical organizations have more levels of authority and greater differences in
status among their members.
c. flat organizations have relatively few authority levels and tend to be more egalitarian
in terms of status.
d. all of the above


65. All of the following are considered organizational hurdles to effective communication
except __________.
a. authority levels
b. status levels
c. specialization
d. all of the above


66. Colleen Barrett, chief operating officer of Southwest Airlines, does not set departmental
goals because __________.
a. it is not the "Southwest style"
b. that authority has been given to unit managers
c. interdepartmental conflicts might arise


67. The Center for Creative Leadership at Greensboro, North Carolina, estimates that
__________ percent of all managers and __________ percent of top managers have
some difficulty in communicating with others.
a. 50; 30
b. 80; 60
c. 60; 40
d. 70; 50

ANSWER: A, Knowledge, Difficult, p. 465

68. Charles Normandy advises his workers to complete their projects “as soon as possible.”
Letha Bullard thinks Charles expects the work at the end of the week, but he actually
meant to have it finished today. This is a problem of __________.
a. decoding
b. semantics
c. status
d. encoding


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69. Jinyan Liu has discovered that the word “privy” has at least six definitions that range
from “an outhouse” to “having an interest in.” The communication barrier illustrated is a
result of __________.
a. sentiments
b. status differences
c. context
d. semantics


70. When Coors advertisements encouraged customers to "Turn it loose," Spanish speaking
people thought the company was referring to __________.
a. sex
b. diarrhea
c. livestock
d. the afterlife


71. Problems caused by semantics are compounded when people who speak different
languages attempt to communicate. All of the following statements correctly describe
this global communication problem except:
a. managers working in different countries should try to avoid translation blunders.
b. backtranslation works well in both high-context and low-context cultures.
c. German, Scandinavian, and Anglo culture are low-context cultures that place more
emphasis on the precise meanings of words and terms.
d. Arabic, Japanese, and Chinese cultures communicate with both words and subtle
cues.

ANSWER: B, Knowledge, Difficult, p. 466

72. A(n) __________ is a subjective reaction or feeling.
a. image
b. progression
c. response
d. emotion


73. When interacting with Japanese, Westerners who are not culturally socialized to be
aware of emotions of __________ appear to be insensitive.
a. shame
b. fear
c. reservation
d. appreciation


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74. Although there are many cultural differences in how people experience and express
emotions, there are also many similarities. All of the following emotions seem to be
similar in most cultures and actually aid communication except __________.
a. happiness
b. facial expressions
c. fear
d. all of the above


75. All of the following are ways to overcome barriers to communication except
__________.
a. regulating the flow of information
b. encouraging feedback
c. enhancing/embellishing the language used in the message
d. using the grapevine

ANSWER: C, Knowledge, Moderate, pp. 467–468

76. Leah White asks others to bring her information only when significant deviations from
goals and plans occur. This request is known as __________ reporting.
a. norming
b. storming
c. exception
d. traditional


77. E-mail usage in the workplace has been associated with __________.
a. savings of time and effort
b. decrease in face-to-face communication
c. employees feeling more connected to the organization
d. all of the above

ANSWER: B, Knowledge, Difficult, p. 467

78. Procter & Gamble has a policy that most messages are to be limited to a page or less.
They feel that loose logic may be camouflaged in a ten-page or longer proposal while
key assumptions get lost. This policy is consistent with __________ as a means to
overcoming barriers to communication.
a. regulating the flow of information
b. encouraging feedback
c. simplifying the language used in the message
d. restraining negative emotions


188


79. Renoir Michaud is a sales manager with Merck & Co. One method to determine if his
messages to sales associates have been received and understood is to
__________.
a. regulate the flow of information
b. encourage feedback
c. listen actively
d. simplify the language used in the message


80. Being ”plugged into” the __________ can counteract destructive rumors that reduce
employee morale and organizational effectiveness.
a. break room
b. socialization process
c. Internet
d. grapevine


81. All of the following are characteristics of active listeners except for being __________.
a. empathic
b. comprehensive
c. reactive
d. evaluative



Fostering Effective Communication
82. The American Management Association has adopted guidelines to improve the following
communication skills except for __________.
a. clarifying ideas before communicating
b. examining the underlying untruths of the communication
c. consulting with others, when appropriate, in planning communication
d. taking the opportunity to convey something helpful to the receiver

ANSWER: B, Knowledge, Difficult, pp. 468–469

83. Feedback is most related to __________ in the communication process.
a. nonverbal responses
b. the true purpose
c. follow up
d. consideration of the setting


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84. Jordan Jameson knows that effective communicators really try to understand the
message from the listener's point of view. This belief follows the guideline of
__________.
a. consulting with others, when appropriate, in planning communication
b. being mindful of the nonverbal messages sent
c. taking the opportunity to convey something helpful to the receiver
d. examining the true purpose of the communication



Ethical Issues in Communications
85. Two ethical issues in communications are __________.
a. computer ethics and privacy issues
b. company needs and personal interests
c. legal codes and moral ramifications
d. computer ethics and legal compliance

ANSWER: A, Knowledge, Moderate, pp. 469–471

86. Advances in communications are likely to increase the pressures on both management
and employees to __________.
a. invest more time in training
b. develop a code of ethics
c. respect each others' privacy
d. all of the above


87. Employees who work away from their office have been shown to be __________.
a. less productive
b. more dishonest
c. more independent
d. less loyal


88. Amelia Cortez is worried about her subordinates' ability to collect and store company
data that could easily be used for purposes that are not related to their jobs. She is
concerned about __________.
a. the true purpose of communications
b. personal activities at work
c. privacy issues
d. computer ethics


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89. Which of the following is an ethical issue that arises from the use of computers at work?
a. the ability to communicate over great distances
b. computers make mistakes that humans do not make
c. collection of data for one purpose that can be used for another purpose
d. all of the above


90. The __________ was formed because of growing concerns with the ethical use of
computer technology.
a. President's Commission on Privacy
b. Homeland Technology Committee
c. Computer Ethics Institute
d. Persons for Ethical Technology Association (PETA)


91. The __________ provide an ethical code of conduct for computer use.
a. federal courts
b. "ten commandments" of computer ethics
c. computer and software manufacturers


92. Software theft, including unauthorized copying of software, is __________.
a. an economic problem in third-world countries
b. no longer a serious economic problem in the U.S.
c. a major privacy issue
d. all of the above


93. The best scorers on the Computer Ethics Survey would have a __________ score
because they identify most of the statements as being __________.
a. low; false
b. low; true
c. high; false
d. high; true

ANSWER: C, Knowledge, Difficult, pp. 470–471

94. Which of the following is not a privacy issue?
a. immediate credit information access
b. searching for a new job while at work
c. gathering information on buying habits
d. medical information to help insurance companies


191


95. Terrorist threats following September 11, 2001, have caused the U.S. government to
__________.
a. become more concerned with protection of privacy
b. investigate buyers of data
c. request voluntary industry efforts to protect privacy
d. gain access to more private information


96. What company has been banned from tracking Web users without their knowledge?
a. Lands’ End
b. DoubleClick Inc.
c. Yahoo!
d. L. L. Bean


97. Regarding privacy protection, which of the following has not caught up with
developments in technology?
a. protection of privacy through the legal system
b. organizational policies and practices
c. consumer groups


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