Deck 9: Knowledge Management and E-Learning

Question 1

A common problem in knowledge management is redundancy, which is worsened by the ease of copying and editing electronic files.

Answer 1

True

Question 2

Explicit knowledge can be documented and codified, whereas tacit knowledge encompasses insights, judgment, creative processes, and wisdom that come from learning through several trials and errors.

Answer 2

True

Question 3

Self-paced e-learning involves students using online materials independently, with little or no instructor involvement.

Answer 3

True

Question 4

E-learning plays a key role in building human capital.

Question 5

Self-paced learning programs are especially useful for gaining structural knowledge, such as how to use a company's enterprise resource planning software.

Question 6

Structural knowledge is in the minds of employees and is difficult to locate because employees may not realize that they possess it.

Question 7

The semantic web makes it possible for agents to integrate information from many different databases and collections with different structures, terms, and entity names.

Question 8

Computer programmers are highly essential to the process of developing interactive learning objects in e-learning programs.

Question 9

Asynchronous interaction in e-learning programs is achieved through virtual classrooms and chat sessions.

Question 10

Structural capital describes the number and quality of all the relationships an organization's employees maintain, not just with one another but with clients, customers, suppliers, and prospective employees.

Question 11

A person's network of contacts, including clients, suppliers, and prospective employees, is a part of the human capital that the person contributes toward the organization.

Question 12

Structural capital contributed by a person to an organization is only valid as long as that person is employed.

Question 13

Intellectual capital refers to tangible assets and resources of an enterprise that are captured by conventional accounting reports.

Question 14

Hybrid e-learning programs consist exclusively of online activities in which students use online materials independently.

Question 15

The subject matter expert in an e-learning learning program is one who pays the project bills, coordinates activities of writers, programmers, technicians, videographers and graphic artists, and tracks progress from kickoff to completion.

Question 16

A learning object is larger, less self-contained, and less reusable than a classroom lecture.

Question 17

A great advantage of simulations in e-learning programs is that they offer people a chance to practice skills without risk to themselves or to others.

Question 18

Operational information should be systematically collected and organized to ensure wide availability throughout an organization.

Question 19

Increasing Internet bandwidth has led to synchronous e-learning events no longer being limited to specially constructed interactive video classrooms and networks.

Question 20

Expert location systems have the ability to crawl through databases, websites, and other electronic documents to refine their expertise ratings.

Question 21

Intellectual capital refers to ________.

A) the intangible assets and resources of an enterprise
B) the assets that do not contribute to an organization's profitability
C) the assets of an organization that can be sold to another organization
D) the assets belonging to an enterprise that are freely available to the public

Question 22

Which of the following assets is a part of structural capital?

A) research documents
B) mentoring strategies
C) interview techniques
D) client contacts

Question 23

Which of the following assets is a part of social capital?

A) supplier contacts
B) business processes
C) trade secrets
D) organizational policies

Question 24

Which of the following is a feature of human capital?

A) It represents the knowledge that a company's customers have about its products.
B) It refers to the knowledge stored as documentation about patents, contracts, and policies.
C) It consists of competencies and knowledge possessed by an organization's employees.
D) It refers to the number and quality of all the relationships an organization's employees maintain.

Question 25

Which of the following statements is true of structural capital?

A) It consists of electronically documented knowledge of a company's operations.
B) It consists of hierarchical relationships that an organization's employees maintain amongst one another.
C) It consists of structured relationships that a company's employees maintain with their clients.
D) It consists of the knowledge of an organization that cannot be documented.

Question 26

Jonathan Collins, a customer relations manager at a retail firm in Minnesota, has accumulated contacts with clients and suppliers throughout his years in the organization. Which of the following is a type of intellectual capital he is contributing to in this case?

A) equity capital
B) structural capital
C) human capital
D) social capital

Question 27

________ describes the number and quality of relationships an organization's employees maintain with one another as well as with clients, customers, suppliers, and prospective employees.

A) Structural capital
B) Venture capital
C) Equity capital
D) Social capital

Question 28

Which of the following statements is true of intellectual capital?

A) The value of an organization's intellectual capital is best reflected in conventional accounting reports.
B) Intellectual capital consists of all the intangible assets of an enterprise that contribute to its competitive advantage.
C) Intellectual capital is hard to distinguish from other sources of capital owned by an organization.
D) Intellectual capital does not include the knowledge stored as documentation about business processes, procedures, policies, contracts, and patents.

Question 29

Knowledge that is elusive in nature and encompasses insights, judgment, creative processes, and wisdom that come with long experience in a field, as well as many trials and errors is known as ________.

A) inert knowledge
B) tacit knowledge
C) explicit knowledge
D) metaknowledge

Question 30

________ knowledge tends to be ingrained in a person's mind, and often the person may not realize that he possesses it.

A) Explicit
B) Tacit
C) Documented
D) Procedural

Question 31

Which of the following is true of explicit knowledge?

A) It is ingrained in a person and is difficult to document.
B) It includes structured and unstructured information, as well as multimedia content.
C) It encompasses the number and quality of all the relationships an organization's employees maintain.
D) It consists of information that is dispersed throughout the marketplace, and cannot be accumulated or referenced.

Question 32

McCloy-Hill, a well-known law firm in California, adopts a regular practice of documenting its client-related data daily in an electronic database. The client-related data includes the nature of legal advice sought, revenue generated by each client, and progress on each case, among others. What type of intellectual capital does such data represent to the firm?

A) venture capital
B) social capital
C) structural capital
D) human capital

Question 33

________ knowledge refers to knowledge that can be documented and codified.

A) Experiential
B) Explicit
C) Tacit
D) Inert

Question 34

________ comprises knowledge stored as documentation about business processes, patents, policies, and other aspects of an organization's operations, often stored electronically.

A) Social capital
B) Venture capital
C) Equity capital
D) Structural capital

Question 35

Negotiating strategies, mentoring, and coaching are all part of the ________ that one adds to the company.

A) human capital
B) venture capital
C) equity capital
D) structural capital

Question 36

Pierce Bailey, a sales executive at a mobile service company, needs to document details of the sales calls he makes on a daily basis. What kind of knowledge is he documenting when he is feeding in customer contact information, responses of customers, and follow-up that needs to be done?

A) tacit knowledge
B) experiential knowledge
C) explicit knowledge
D) common knowledge

Question 37

________ is often stored electronically and left behind with an organization even when an employee is no longer with the organization.

A) Structural capital
B) Social capital
C) Venture capital
D) Human capital

Question 38

Sally Frost is a public engagement coordinator at Wildlife Foundation. What kind of capital does she contribute to the organization when she successfully interacts with volunteers, builds contacts with corporate houses and long-term relations with government bodies over the years?

A) social capital
B) structural capital
C) equity capital
D) venture capital

Question 39

Which of the following is an accurate definition of social capital?

A) the capital provided to early-stage, high-potential companies which contribute to developing societies
B) the internal and external relationships that are maintained by an organization's employees
C) the capital inherent in ecologies and protected by societies
D) the aggregate body of government-owned assets that are used to promote public industry productivity

Question 40

Which of the following assets is a part of human capital?

A) business processes
B) interview techniques
C) patent documents
D) contracts

Question 41

Which of the following is an accurate definition of wikis?

A) interactive systems which help people communicate through web conferencing
B) mentoring strategies in which new employees work side-by-side for weeks with an incumbent employee
C) websites in which users add and edit articles about specific topics and discuss contents of articles
D) discussion forums which help improve coordination between teams in an organization

Question 42

The first step involved in knowledge management is ________.

A) locating the sources of relevant knowledge
B) identifying the goal of the project
C) capturing the knowledge
D) organizing and sharing knowledge

Question 43

________ crawl through databases, websites, emails, project summaries, and other electronic documents to refine their expertise ratings.

A) Web crawlers
B) Expert location systems
C) Connectionist expert systems
D) Intelligent agents

Question 44

A function of an expert location system is to ________.

A) mimic the reasoning of a human expert, drawing from a base of knowledge about a particular subject area to come to a decision or recommendation
B) analyze the popularity of products through market-basket analysis
C) find people in an organization with specific types of skills
D) locate a person's whereabouts through the geographic navigation system

Question 45

Ravi is an account executive at the ad agency Rowland Clarkson. He organizes an after-action review for a recent advertising campaign that the agency worked on. Which of the following is the most likely objective of the review?

A) scheduling the production of the advertising campaign
B) assigning resources for the advertising campaign
C) addressing the billing and other accounting aspects for the advertising campaign
D) assessing the advertising campaign to determine lessons and achievements for the agency

Question 46

Which of the following statements is true of social network analysis?

A) It displays connections of an individual's actual position on a hierarchical organizational chart.
B) It displays dense connections for people who are unwilling to provide assistance.
C) It provides insights into clusters and the roles different people play as leaders.
D) It treats individuals as discrete units of analysis, instead of focusing on how the structure of ties affects individuals and their relationships.

Question 47

Knowledge management refers to ________.

A) investigations that researchers make about roles that intangible assets play
B) practices that customers use to understand products prior to purchasing
C) strategies that organizations use to understand the responsibility they have toward society
D) processes that experts use to categorize public assets

Question 48

Rowland Perry, a headhunter in Manhattan, is required to find a capable candidate for the position of creative director for an ad agency. The creative director is a highly specialized position which requires the selected candidate to guide individual advertising campaigns for a diverse set of clients. Which of the following tools would help Rowland most in his search for a creative director?

A) expert location system
B) neural network
C) data warehouse
D) dashboard

Question 49

A(n) ________ can be described as a meeting of people in the same field, or who contribute to the same business process, and share tips for techniques that have consistently shown superior results in accomplishing a goal.

A) shadowing session
B) best-practice session
C) adversarial review
D) after-action review

Question 50

Projects focused on explicit knowledge and structural capital, much of which is in electronic form and scattered across different formats and media types, are worsened by the ease of copying and editing electronic files because different versions contain inconsistent information. This problem is referred to as ________.

A) reliability
B) accessibility
C) exclusivity
D) redundancy

Question 51

Which of the following is usually used as raw material for a social network analysis?

A) employee surveys
B) hierarchical charts of organizations
C) human resource records
D) previous employment records

Question 52

________ analysis maps and measures the strength of relationships represented as nodes in clusters and uncovers those who play pivotal roles as bridges to other groups, both inside and outside an organization.

A) Market basket
B) Social network
C) Goal-seeking
D) What-if network

Question 53

Which of the following is an accurate definition of communities of practice?

A) project teams driven by specific goals and dissolved once their missions are accomplished
B) team members whose team membership is defined by the task they are set to achieve
C) project teams where members from distinctly diverse professions come together
D) groups of individuals who come together to share knowledge about their professions

Question 54

Which of the following contributes to successful knowledge management?

A) copying and editing electronic files with different versions
B) saving and documenting redundant information
C) understanding an organization's specific needs to identify goals
D) identifying broadly defined, diverse goals and aims

Question 55

Dense connections in a social analysis map represent ________.

A) people at the top management level in an organization
B) people at the mid-level management level in an organization
C) people's actual position on a hierarchical organizational chart
D) people in informal networks who are willing to provide assistance

Question 56

Which of the following is an accurate definition of knowledge management?

A) a field which analyzes public capital and its role in community development
B) a field where researchers investigate roles that tangible assets play
C) a field which studies how tangible assets contribute to competitive advantage
D) a field which uses practices and strategies to manage intellectual capital

Question 57

A ________ is a website in which users add and edit articles about specific topics and discuss the contents of each article with other editors.

A) blog
B) wiki
C) portal
D) mashup

Question 58

Known to be an integral part of Green Living Inc., Rhonda Lloyd worked as a renewable energy campaigner for nine years in a remote region of Indonesia. What kind of knowledge represents her understanding of the dynamics of village communities and the apprehensions of the locals?

A) tacit
B) documented
C) explicit
D) metaknowledge

Question 59

An after-action review refers to ________.

A) an online interaction between members of a project and prospective customers after a product has been launched
B) a meeting where members of a team analyze efficiency of an individual before he/she resigns
C) a discussion forum in which members discuss and finalize goals for a project
D) a meeting held after a project has been completed to document what worked well and what did not

Question 60

In knowledge management, the step that comes immediately after identifying the goal is ________.

A) share the knowledge
B) locate the sources of relevant knowledge
C) capture the knowledge
D) organize and value the knowledge

Question 61

Which of the following is a characteristic of image recognition?

A) converting images into text
B) examining images and converting them into machine-readable code
C) analyzing and enhancing photographic data
D) scanning facial features and returning possible matches from a database

Question 62

A collection of online tools that organizes and collects a variety of activities for a group of people working together, such as calendars, document and multimedia repositories, blogs, announcements, chat, and discussion boards, is known as a ________.

A) team workspace
B) dashboard
C) wiki
D) blog

Question 63

What function were intranets originally intended to serve?

A) organizing and distributing employee forms and announcements
B) screening organizational networks for potential security risks
C) interacting with an organization's customers
D) storing critical information relevant to an organization

Question 64

A majority of retail companies in Arizona are increasingly using a certain strategy to capture tacit knowledge which is helping them to successfully handle knowledge management. Which of the following processes would help such users add and edit articles about specific topics and discuss the contents of each article with other editors?

A) wikis
B) portals
C) blogs
D) dashboards

Question 65

Which of the following statements is true of intranets?

A) Their functionality is restricted to organizing employee information and distributing announcements.
B) They are accessible only to authorized individuals through an organization's portal.
C) They are grids consisting of private, public, academic, business, and government networks.
D) They are open systems and are accessible to all users surfing the web.

Question 66

Which of the following is a difference between the Internet and intranets?

A) The Internet relies on TCP/IP, while intranets are protocol-independent.
B) The Internet can be accessed through web browsers, but intranets need specialized software to access.
C) The Internet supports multimedia and document formats unlike intranets.
D) The Internet is publicly accessible, while access to intranets is protected with passwords known to authorized individuals.

Question 67

Which of the following statements is true of document management systems?

A) They offer extremely restricted search capabilities to users.
B) They help find people in an organization with specific types of expertise based on their education, experience, and activities.
C) They make electronic documents searchable and easily transmitted.
D) They encrypt electronic documents to make them inaccessible to people outside an organization.

Question 68

________ is a mentoring strategy in which a new employee works side-by-side for a few weeks or months with one who is leaving, allowing the veteran to impart knowledge in the context of the actual work.

A) Shadowing
B) Frontal instruction
C) Delegation
D) Direct instruction

Question 69

Which of the following knowledge management strategies should be used with strategically valuable information?

A) develop plans of action to experiment with and invest in this information
B) systematically collect and organize, making it widely available throughout the organization
C) create backup copies to be stored remotely and delete information from the system
D) automate collection and archiving to achieve cost-effectiveness

Question 70

Halcyon is an information technology firm that uses its own private web space to organize and distribute employee forms and announcements. It has recently begun using the same web space to manage its knowledge-related initiatives as well. The private web space discussed in this case is an example of a(n) ________.

A) intranet
B) public blog
C) local area network
D) mashup

Question 71

Kate Anderson is taking over from Barry Brown as the Regional Sales Manager for Florida state at 99, a large chain of retail stores in Florida. She is assigned to work side-by-side with Barry until he retires and to learn about procurement processes, supplier preferences, etc. through observation. Which of the following mentoring techniques is employed in this case?

A) catalyzing
B) after-action reviewing
C) shadowing
D) direct instruction

Question 72

With the help of ________, the digital version of a document is displayed on the screen for a human viewer to verify letters that the software cannot read.

A) pattern recognition
B) intelligent character recognition
C) semantic mapping
D) web scraping

Question 73

The ________ refers to an organization's private web space that is password-protected and accessible only to authorized individuals through the organization's portal.

A) intranet
B) marketing website
C) World Wide Web
D) local area network

Question 74

Which of the following functions does optical character recognition perform?

A) converting spoken words to text
B) matching handwritten words to predictively input electronic text
C) reading typed text to enable indexing and tagging for processing forms
D) scanning rich image files and converting them to encoded text format

Question 75

The process which reads typed text and helps document management systems index, tag, and decipher document identifiers quickly is known as ________.

A) pattern recognition
B) optical character recognition
C) semantic mapping
D) optical mark recognition

Question 76

A patent law firm based in New Jersey provides patent drafting and filing services to its clients. The company is planning to build an electronic database of the patent applications it has filed for its clients over the years. However, most of its clients use handwritten notes and figures for their reference. Which of the following software tools would best help the firm convert the large number of paper-based notes from its clients into electronic records that can be easily searched and referenced?

A) image recognition
B) optical mark recognition
C) semantic mapping
D) intelligent character recognition

Question 77

Which of the following is an accurate definition of document management systems?

A) systems that manage electronic records, often converted from paper sources, making them searchable and easily transmitted
B) information systems that can find people in an organization with specific types of expertise based on their education, experience, and activities
C) information systems used to deliver e-learning courses, track student progress, and manage educational records
D) software tools that mimic the reasoning and decision making of a human expert, drawing from a base of knowledge about a particular subject area developed with the expert's assistance

Question 78

Which of the following knowledge management strategies should be used with operational information?

A) develop plans to experiment with and invest in this information
B) systematically collect and organize, making it widely available throughout the organization
C) create backup copies to be stored remotely and delete information from the system
D) delete information from the system

Question 79

________ refers to software that can interpret handprinted text written on paper forms.

A) Optical mark recognition
B) Pattern recognition
C) Intelligent character recognition
D) Semantic mapping

Question 80

Which of the following knowledge management strategies should be used with compliance information?

A) delete information from the system
B) develop plans to experiment with and invest in this information
C) create backup copies to be stored remotely and delete information from the system
D) automate collection and archiving to achieve cost-effectiveness