Question 1 of 40Which of the following options is most likely to be used for reaching potential audiences you can’t yet identify? A. group meeting B. email C. telephone D. blogQuestion 2 of 40You need to email a co-worker to ask for her assistance on a project. In the context of this message, which of the following constitutes a refutation you could include in your request in anticipation of a possible objection? A. I really need your help right now, as my department is short-staffed. B. I won’t be able to complete my project if you don’t help me. C. While this may sound time-consuming, I will only need one hour of your time. D. If you decide to help me, then you will have to work overtime.Question 3 of 40Your boss is in a hurry to leave, so she quickly delegates an assignment to you. She needs you to communicate some bad news to a number of people at different geographic locations. Though she wants the message to spread instantaneously, she wants to give the audience time to carefully consider a response. It’s also a priority for her that the message doesn’t come across as impersonal or evasive. After she has left, you realize that she didn’t specify which medium she wants you to use for the message. Taking her considerations into account, you determine that a(n. __________ would be an appropriate medium to use. A. newsletter B. email C. letter D. blog postQuestion 4 of 40Which of the following would likely require persuasion? A. exchanging a sweater for one in a smaller size B. getting an extension on a deadline C. congratulating a co-worker on her promotion D. giving a colleague the link to a website you think he’ll find usefulQuestion 5 of 40 2.5 PointsOne of the four goals of delivering bad news is to __________. A. state the news clearly, yet sensitively B. protect the audience’s self-esteem by only hinting at the news C. offend your audience if necessary to get the message across D. gloss over the facts that may cause legal complicationsQuestion 6 of 40 2.5 PointsIn which of the following situations is the direct organizational method the preferred way to deliver bad news? A. if the news is likely to upset or anger the audience B. if the news is irrelevant to health and safety C. if the news is difficult to explain or understand D. if it is important that the audience hears the news immediatelyQuestion 7 of 40 2.5 PointsWhich of the following is true about the indirect organizational plan? A. It is appropriate when bad news is unexpected. B. It is used when the message is relevant to health and safety. C. It may confuse, upset, or anger your audience as it conveys bad news too abruptly. D. It is used when the audience is unlikely to be surprised by the news.Question 8 of 40 2.5 PointsBeing persuasive __________. A. is rarely required in your daily life B. involves understanding why your audience may resist your ideas C. means tricking your audience into doing what you want D. is very unethical, and in some situations may even be illegalQuestion 9 of 40 2.5 PointsIn the analyzing phase of creating a message, you think about the purpose, desired outcome, and business result of your message. Which of the following best articulates the purpose of your message? A. to suggest the possibility of implementing a flex-time schedule in your office B. to describe to your boss how your life would change with a flex-time schedule C. to tell your boss how much your friend likes having a flex-time schedule D. to improve employee productivity and job satisfaction by giving workers more balanced livesQuestion 10 of 40 2.5 PointsYou need to write a letter to a customer denying a claim, as the customer is responsible for the problem that she is asking you to fix. In this situation, __________. A. the direct approach is best to buffer the bad news B. the direct approach is preferred so that you get right to the point without introductory pleasantries C. the indirect approach alleviates the need to phrase the bad news tactfully D. the indirect approach can provide introductory information so it can be understood by the readerQuestion 11 of 40 2.5 PointsDue to a family emergency, you will be unable to fulfill your contract to cater for a clients upcoming party. The event is several weeks away, but you know that the client will not be able to reschedule it. When you contact your client to share this news, you should __________.A. not include an apology, since this emergency was beyond your control B. tell the client that you will contact other catering companies to see if they can take over the job C. inform them that you will be happy to cater the event if they reschedule it D. wait a few days before actually canceling to try and soften the blowQuestion 12 of 40 2.5 PointsGalaxy Foods, a large manufacturer of snack products, learns that some of the items it labels as nut-free may actually have been contaminated by tree nuts. A press release expressing this news needs to be drafted, and the PR department decides to use the indirect organizational plan. This plan __________. A. is a good idea under the circumstances, as it will soften the impact of the bad news B. is a strategic and forward-thinking move to preserve the positive image of the company C. is inappropriate, as it runs the risk of obscuring the bad news that could endanger people’s health D. is not the best decision, as it will immediately alert the audience to the seriousness of the bad newsQuestion 13 of 40 2.5 PointsIf you communicate bad news ineffectively, you risk __________. A. getting immediate feedback B. losing customers, clients, or employees C. having the news accepted as final D. being blamed for the incident that led to the newsQuestion 14 of 40 2.5 PointsAngelina has to reject an employee’s request for time off, and is trying to determine the best medium in which to deliver this message. She is also thinking about what the employee’s reaction will be, and if there is anything she can say to soften the bad news. Angelina is engaged in which stage of the ACE process? A. analyzing B. addressing C. composing D. critiquingQuestion 15 of 40 2.5 PointsIn persuasive situations, you will increase your chances of getting a positive response by __________ the analyzing phase of the ACE communication process. A. devoting less time to B. changing the order of C. omitting D. spending more time onQuestion 16 of 40 2.5 PointsA large company has been experiencing a steady decline in business over the past year, and its employees have been informed that there is a freeze on salary increases for at least the next six months. The rumors of layoffs have been going around among employees, although the company has vowed to do whatever it can to avoid this. As the year draws to a close, Kat, an executive in the corporate headquarters, needs to inform the regional managers that there is no room in the budget for year-end bonuses. She schedules a conference call with them to discuss year-end issues. When Kat considers how to deliver this news, she will likely come to the conclusion that __________. A. she should not end this discussion with goodwill because she will be delivering bad news to the audience. B. the direct approach would be a good idea. C. the indirect approach is her only option because she has to deliver bad news. D. she should provide detailed explanations before putting forward the bad news.Question 17 of 40 2.5 PointsIf you phrase bad news __________, your audience is more likely to understand your message. A. by sugarcoating it B. in clear terms C. through implication D. using subtle hintsQuestion 18 of 40 2.5 PointsWhich of the following statements would be best to include in a letter turning down someone who applied for a job? A. We are sorry to inform you that your credentials were not as impressive as those of the other candidates who applied for the position. B. We think that you are talented, but feel the position would best be filled by a younger, more vibrant candidate. C. Unfortunately, we were more impressed by the other candidates. D. After much consideration, we have offered the position to another candidate. Reset SelectionQuestion 19 of 40 2.5 PointsBefore __________ a bad-news message, __________ the situation by asking yourself several questions that might help you develop content and choose the best medium. A. analyzing; evaluate B. analyzing; compose C. composing; encode D. composing; analyzeQuestion 20 of 40 2.5 PointsYou need to send a persuasive message to a co-worker, but you want to receive the feedback immediately. Under these circumstances, which of the following would be the best medium for your message? A. an email B. an instant message C. a phone call D. a memoQuestion 21 of 40 2.5 PointsUsing the search string “cake recipe” – “egg” in a search engine would yield results __________. A. about either eggs or cake recipes, but not both B. of cake recipes that mention eggs C. about both cake recipes and eggs D. of cake recipes that do not mention eggsQuestion 22 of 40 2.5 Points__________ sources are books and articles that synthesize material from __________ sources, framing them for general readers. A. Primary; secondary B. Secondary; tertiary C. Tertiary; secondary D. Primary; tertiaryQuestion 23 of 40 2.5 PointsWhen you type into a basic search engine like Google, Bing, or Yahoo, the sites that appear at the top or on the side of the results page are usually __________. A. those that are most frequently accessed B. those that have paid a fee to be featured in the results C. those that most closely match your search terms D. those that are least relevant to your searchQuestion 24 of 40 2.5 PointsWhich of the following aspects of determining what information you need is being targeted while doing background research to broaden your understanding of your topic’s history, context, structure, and categories? A. analyzing the research question and topic B. identifying audience concerns and needs C. establishing the scope of the research D. defining research activitiesQuestion 25 of 40 2.5 PointsWhich of the following do you need to avoid in order to be an efficient researcher? A. evaluating your sources for credibility B. using a library or bookseller to find relevant books C. using only Google searches to find information D. following leads found in good sourcesQuestion 26 of 40 2.5 PointsYou are working on your first research project at a new job; you discuss your work with a colleague who has been at the company for five years. She tells you that one of your sources will not be highly regarded by the professional audience to whom you will be presenting, and advises you to omit it. Which of the following sources is she most likely referring to? A. The New York Times B. The Wall Street Journal C. U.S. Department of Labor data D. WikipediaQuestion 27 of 40 2.5 PointsWhen it comes to research, __________. A. students should be discouraged from using books, as they are less credible than online sources B. students often shun online information sources in favor of books C. the drawback with online content is that it cannot be updated regularly D. books are valuable resources, as they are often professionally written, reviewed, and editedQuestion 28 of 40 2.5 PointsWhich of the following questions is recommended for evaluating the authorship of a source? A. Do other sources agree with this information? B. Is the source published or sponsored by a reputable organization? C. Does the author acknowledge and respond to opposing points of view? D. How current is the information?Question 29 of 40 2.5 PointsWhen you are using a search engine, the main body of the results page is most likely to begin with sites __________. A. that are least relevant to your search B. that are being accessed by other users at that very moment C. that are accessed least frequently D. that are frequently accessed or that most closely match your search termsQuestion 30 of 40 2.5 PointsSearching articles in online databases like LexisNexis and EBSCO Business Source Premier __________. A. bears little resemblance to searching the web B. is possible only if you personally purchase a subscription C. allows you to search more sources, though most are less reliable than general web pages D. lets you specify that you only want articles that are peer-reviewedQuestion 31 of 40 2.5 PointsSearching through which of the following is most likely to yield the narrowest search results? A. LexisNexis B. Standard and Poor’s C. New York Times Index D. Hoover’sQuestion 32 of 40 2.5 PointsWhich of the following tools will give you maximum access to the data and analyses published by Standard & Poor’s and Hoover’s? A. LexisNexis Academic B. AltaVista C. The Wall Street Journal Index D. Business Week IndexQuestion 33 of 40 2.5 PointsIn your research you consult Thomson One Banker, IBIS World, and Yahoo Finance. This means that you are using __________ to conduct your search. A. an online bookstore B. online business research tools C. general search engines D. an online publication indexQuestion 34 of 40 2.5 PointsUsing an online database like LexisNexis to search for articles on a topic __________. A. is not as effective as doing a Google search B. allows you to search publications not available through a Google search C. is less expensive but more time-consuming than a Google search D. leads you to articles that are less reliable than web pagesQuestion 35 of 40 2.5 PointsWhich of the following statements is true of primary sources? A. Primary sources provide raw data. B. Primary sources exclude surveys and interviews. C. Primary sources include Wikipedia and various encyclopedias. D. Primary sources are only qualitative.Question 36 of 40 2.5 PointsAt your company, a number of routine office tasks are loosely shared among entry-level employees, who perform these duties in addition to their specific job descriptions. This often results in tasks being done late, poorly, or not at all. You suggest to your boss that outsourcing this work might be a good idea. He is interested, so he asks you to research and recommend a service provider. In this case, which of the following is the best example of a primary source? A. the website of an outsourcing service provider that you are considering B. a Wikipedia article about the popularity of outsourcing C. a journal article about the impact of outsourcing on a company’s bottom line D. a research report discussing the effects of outsourcing on the overall economyQuestion 37 of 40 2.5 PointsWhich of the following questions is recommended for use in assessing the accuracy of a source? A. How current is the information? B. Do others frequently cite the source? C. If the source is a website, does it identify the author? D. Is the source protected by a copyright?Question 38 of 40 2.5 PointsMandy is conducting a survey; her primary goal is to make sure that survey participants actually respond, but it is not possible for her to personally meet her participants as they are all geographically dispersed. Which survey medium would be best for Mandy to use? A. mail surveys B. web surveys C. telephone surveys D. email surveysQuestion 39 of 40 2.5 PointsWhich of the following assignments would require you to conduct research and share the results? A. investigating why product sales are low B. implementing a new code developed by your colleague C. adding results you have just received to your report D. organizing a marketing team meetingQuestion 40 of 40 2.5 PointsAt your company, a number of routine office tasks are loosely shared among entry-level employees, who perform these duties in addition to their specific job descriptions. This often results in tasks being done late, poorly, or not at all. You suggest to your boss that outsourcing this work might be a good idea. He is interested, so he asks you to research and recommend a service provider. Which of the following best articulates the research question you have been asked to explore? A. Is it fair to make entry-level employees do this additional work? B. How can we train the entry-level employees so that they can perform these tasks in a more efficient manner? C. Which outsourcing service provider would be the best for us? D. Is outsourcing the best solution to our problem?Question 1 of 40Which of the following options is most likely to be used for reaching potential audiences you can’t yet identify? A. group meeting B. email C. telephone D. blogQuestion 2 of 40You need to email a co-worker to ask for her assistance on a project. In the context of this message, which of the following constitutes a refutation you could include in your request in anticipation of a possible objection? A. I really need your help right now, as my department is short-staffed. B. I won’t be able to complete my project if you don’t help me. C. While this may sound time-consuming, I will only need one hour of your time. D. If you decide to help me, then you will have to work overtime.Question 3 of 40Your boss is in a hurry to leave, so she quickly delegates an assignment to you. She needs you to communicate some bad news to a number of people at different geographic locations. Though she wants the message to spread instantaneously, she wants to give the audience time to carefully consider a response. It’s also a priority for her that the message doesn’t come across as impersonal or evasive. After she has left, you realize that she didn’t specify which medium she wants you to use for the message. Taking her considerations into account, you determine that a(n. __________ would be an appropriate medium to use. A. newsletter B. email C. letter D. blog postQuestion 4 of 40Which of the following would likely require persuasion? A. exchanging a sweater for one in a smaller size B. getting an extension on a deadline C. congratulating a co-worker on her promotion D. giving a colleague the link to a website you think he’ll find usefulQuestion 5 of 40 2.5 PointsOne of the four goals of delivering bad news is to __________. A. state the news clearly, yet sensitively B. protect the audience’s self-esteem by only hinting at the news C. offend your audience if necessary to get the message across D. gloss over the facts that may cause legal complicationsQuestion 6 of 40 2.5 PointsIn which of the following situations is the direct organizational method the preferred way to deliver bad news? A. if the news is likely to upset or anger the audience B. if the news is irrelevant to health and safety C. if the news is difficult to explain or understand D. if it is important that the audience hears the news immediatelyQuestion 7 of 40 2.5 PointsWhich of the following is true about the indirect organizational plan? A. It is appropriate when bad news is unexpected. B. It is used when the message is relevant to health and safety. C. It may confuse, upset, or anger your audience as it conveys bad news too abruptly. D. It is used when the audience is unlikely to be surprised by the news.Question 8 of 40 2.5 PointsBeing persuasive __________. A. is rarely required in your daily life B. involves understanding why your audience may resist your ideas C. means tricking your audience into doing what you want D. is very unethical, and in some situations may even be illegalQuestion 9 of 40 2.5 PointsIn the analyzing phase of creating a message, you think about the purpose, desired outcome, and business result of your message. Which of the following best articulates the purpose of your message? A. to suggest the possibility of implementing a flex-time schedule in your office B. to describe to your boss how your life would change with a flex-time schedule C. to tell your boss how much your friend likes having a flex-time schedule D. to improve employee productivity and job satisfaction by giving workers more balanced livesQuestion 10 of 40 2.5 PointsYou need to write a letter to a customer denying a claim, as the customer is responsible for the problem that she is asking you to fix. In this situation, __________. A. the direct approach is best to buffer the bad news B. the direct approach is preferred so that you get right to the point without introductory pleasantries C. the indirect approach alleviates the need to phrase the bad news tactfully D. the indirect approach can provide introductory information so it can be understood by the readerQuestion 11 of 40 2.5 PointsDue to a family emergency, you will be unable to fulfill your contract to cater for a clients upcoming party. The event is several weeks away, but you know that the client will not be able to reschedule it. When you contact your client to share this news, you should __________.A. not include an apology, since this emergency was beyond your control B. tell the client that you will contact other catering companies to see if they can take over the job C. inform them that you will be happy to cater the event if they reschedule it D. wait a few days before actually canceling to try and soften the blowQuestion 12 of 40 2.5 PointsGalaxy Foods, a large manufacturer of snack products, learns that some of the items it labels as nut-free may actually have been contaminated by tree nuts. A press release expressing this news needs to be drafted, and the PR department decides to use the indirect organizational plan. This plan __________. A. is a good idea under the circumstances, as it will soften the impact of the bad news B. is a strategic and forward-thinking move to preserve the positive image of the company C. is inappropriate, as it runs the risk of obscuring the bad news that could endanger people’s health D. is not the best decision, as it will immediately alert the audience to the seriousness of the bad newsQuestion 13 of 40 2.5 PointsIf you communicate bad news ineffectively, you risk __________. A. getting immediate feedback B. losing customers, clients, or employees C. having the news accepted as final D. being blamed for the incident that led to the newsQuestion 14 of 40 2.5 PointsAngelina has to reject an employee’s request for time off, and is trying to determine the best medium in which to deliver this message. She is also thinking about what the employee’s reaction will be, and if there is anything she can say to soften the bad news. Angelina is engaged in which stage of the ACE process? A. analyzing B. addressing C. composing D. critiquingQuestion 15 of 40 2.5 PointsIn persuasive situations, you will increase your chances of getting a positive response by __________ the analyzing phase of the ACE communication process. A. devoting less time to B. changing the order of C. omitting D. spending more time onQuestion 16 of 40 2.5 PointsA large company has been experiencing a steady decline in business over the past year, and its employees have been informed that there is a freeze on salary increases for at least the next six months. The rumors of layoffs have been going around among employees, although the company has vowed to do whatever it can to avoid this. As the year draws to a close, Kat, an executive in the corporate headquarters, needs to inform the regional managers that there is no room in the budget for year-end bonuses. She schedules a conference call with them to discuss year-end issues. When Kat considers how to deliver this news, she will likely come to the conclusion that __________. A. she should not end this discussion with goodwill because she will be delivering bad news to the audience. B. the direct approach would be a good idea. C. the indirect approach is her only option because she has to deliver bad news. D. she should provide detailed explanations before putting forward the bad news.Question 17 of 40 2.5 PointsIf you phrase bad news __________, your audience is more likely to understand your message. A. by sugarcoating it B. in clear terms C. through implication D. using subtle hintsQuestion 18 of 40 2.5 PointsWhich of the following statements would be best to include in a letter turning down someone who applied for a job? A. We are sorry to inform you that your credentials were not as impressive as those of the other candidates who applied for the position. B. We think that you are talented, but feel the position would best be filled by a younger, more vibrant candidate. C. Unfortunately, we were more impressed by the other candidates. D. After much consideration, we have offered the position to another candidate. Reset SelectionQuestion 19 of 40 2.5 PointsBefore __________ a bad-news message, __________ the situation by asking yourself several questions that might help you develop content and choose the best medium. A. analyzing; evaluate B. analyzing; compose C. composing; encode D. composing; analyzeQuestion 20 of 40 2.5 PointsYou need to send a persuasive message to a co-worker, but you want to receive the feedback immediately. Under these circumstances, which of the following would be the best medium for your message? A. an email B. an instant message C. a phone call D. a memoQuestion 21 of 40 2.5 PointsUsing the search string “cake recipe” – “egg” in a search engine would yield results __________. A. about either eggs or cake recipes, but not both B. of cake recipes that mention eggs C. about both cake recipes and eggs D. of cake recipes that do not mention eggsQuestion 22 of 40 2.5 Points__________ sources are books and articles that synthesize material from __________ sources, framing them for general readers. A. Primary; secondary B. Secondary; tertiary C. Tertiary; secondary D. Primary; tertiaryQuestion 23 of 40 2.5 PointsWhen you type into a basic search engine like Google, Bing, or Yahoo, the sites that appear at the top or on the side of the results page are usually __________. A. those that are most frequently accessed B. those that have paid a fee to be featured in the results C. those that most closely match your search terms D. those that are least relevant to your searchQuestion 24 of 40 2.5 PointsWhich of the following aspects of determining what information you need is being targeted while doing background research to broaden your understanding of your topic’s history, context, structure, and categories? A. analyzing the research question and topic B. identifying audience concerns and needs C. establishing the scope of the research D. defining research activitiesQuestion 25 of 40 2.5 PointsWhich of the following do you need to avoid in order to be an efficient researcher? A. evaluating your sources for credibility B. using a library or bookseller to find relevant books C. using only Google searches to find information D. following leads found in good sourcesQuestion 26 of 40 2.5 PointsYou are working on your first research project at a new job; you discuss your work with a colleague who has been at the company for five years. She tells you that one of your sources will not be highly regarded by the professional audience to whom you will be presenting, and advises you to omit it. Which of the following sources is she most likely referring to? A. The New York Times B. The Wall Street Journal C. U.S. Department of Labor data D. WikipediaQuestion 27 of 40 2.5 PointsWhen it comes to research, __________. A. students should be discouraged from using books, as they are less credible than online sources B. students often shun online information sources in favor of books C. the drawback with online content is that it cannot be updated regularly D. books are valuable resources, as they are often professionally written, reviewed, and editedQuestion 28 of 40 2.5 PointsWhich of the following questions is recommended for evaluating the authorship of a source? A. Do other sources agree with this information? B. Is the source published or sponsored by a reputable organization? C. Does the author acknowledge and respond to opposing points of view? D. How current is the information?Question 29 of 40 2.5 PointsWhen you are using a search engine, the main body of the results page is most likely to begin with sites __________. A. that are least relevant to your search B. that are being accessed by other users at that very moment C. that are accessed least frequently D. that are frequently accessed or that most closely match your search termsQuestion 30 of 40 2.5 PointsSearching articles in online databases like LexisNexis and EBSCO Business Source Premier __________. A. bears little resemblance to searching the web B. is possible only if you personally purchase a subscription C. allows you to search more sources, though most are less reliable than general web pages D. lets you specify that you only want articles that are peer-reviewedQuestion 31 of 40 2.5 PointsSearching through which of the following is most likely to yield the narrowest search results? A. LexisNexis B. Standard and Poor’s C. New York Times Index D. Hoover’sQuestion 32 of 40 2.5 PointsWhich of the following tools will give you maximum access to the data and analyses published by Standard & Poor’s and Hoover’s? A. LexisNexis Academic B. AltaVista C. The Wall Street Journal Index D. Business Week IndexQuestion 33 of 40 2.5 PointsIn your research you consult Thomson One Banker, IBIS World, and Yahoo Finance. This means that you are using __________ to conduct your search. A. an online bookstore B. online business research tools C. general search engines D. an online publication indexQuestion 34 of 40 2.5 PointsUsing an online database like LexisNexis to search for articles on a topic __________. A. is not as effective as doing a Google search B. allows you to search publications not available through a Google search C. is less expensive but more time-consuming than a Google search D. leads you to articles that are less reliable than web pagesQuestion 35 of 40 2.5 PointsWhich of the following statements is true of primary sources? A. Primary sources provide raw data. B. Primary sources exclude surveys and interviews. C. Primary sources include Wikipedia and various encyclopedias. D. Primary sources are only qualitative.Question 36 of 40 2.5 PointsAt your company, a number of routine office tasks are loosely shared among entry-level employees, who perform these duties in addition to their specific job descriptions. This often results in tasks being done late, poorly, or not at all. You suggest to your boss that outsourcing this work might be a good idea. He is interested, so he asks you to research and recommend a service provider. In this case, which of the following is the best example of a primary source? A. the website of an outsourcing service provider that you are considering B. a Wikipedia article about the popularity of outsourcing C. a journal article about the impact of outsourcing on a company’s bottom line D. a research report discussing the effects of outsourcing on the overall economyQuestion 37 of 40 2.5 PointsWhich of the following questions is recommended for use in assessing the accuracy of a source? A. How current is the information? B. Do others frequently cite the source? C. If the source is a website, does it identify the author? D. Is the source protected by a copyright?Question 38 of 40 2.5 PointsMandy is conducting a survey; her primary goal is to make sure that survey participants actually respond, but it is not possible for her to personally meet her participants as they are all geographically dispersed. Which survey medium would be best for Mandy to use? A. mail surveys B. web surveys C. telephone surveys D. email surveysQuestion 39 of 40 2.5 PointsWhich of the following assignments would require you to conduct research and share the results? A. investigating why product sales are low B. implementing a new code developed by your colleague C. adding results you have just received to your report D. organizing a marketing team meetingQuestion 40 of 40 2.5 PointsAt your company, a number of routine office tasks are loosely shared among entry-level employees, who perform these duties in addition to their specific job descriptions. This often results in tasks being done late, poorly, or not at all. You suggest to your boss that outsourcing this work might be a good idea. He is interested, so he asks you to research and recommend a service provider. Which of the following best articulates the research question you have been asked to explore? A. Is it fair to make entry-level employees do this additional work? B. How can we train the entry-level employees so that they can perform these tasks in a more efficient manner? C. Which outsourcing service provider would be the best for us? D. Is outsourcing the best solution to our problem?