MONDAY: 4 December 2023. Afternoon Paper. Time Allowed: 3 hours.
This paper has seven (7) questions. Answer any FIVE questions. ALL questions carry equal marks. Do NOT write anything on this paper.
QUESTION ONE
1. Explain the meaning of the term “index” in the context of records management. (2 marks)
Highlight FIVE factors that could be considered while choosing the type of indexing system to be used
in an organisation. (5 marks)
2. Identify FIVE benefits of extranet network to an organisation. (5 marks)
3. Discuss FOUR items that could be included in a newsletter of a company. (8 marks)
(Total: 20 marks)
QUESTION TWO
1. Outline FOUR challenges associated with grapevine communication. (4 marks)
2. Explain SIX strategies that could be applied to improve record maintenance and access in an organisation. (6 marks)
3. With reference to reports:
Identify FIVE items that could be included in the terms of reference. (5 marks)
Summarise FIVE items that could be included in the appendix. (5 marks)
(Total: 20 marks)
QUESTION THREE
1. List FIVE demographic factors that a speaker could consider while carrying out an audience analysis. (5 marks)
2. In relation to records retrieval, summarise FIVE types of information that are included in a charge-out log. (5 marks)
3. With regard to information technology and communication, distinguish between “video conference” and “webinar”. (4 marks)
4. Analyse THREE characteristics of poor listeners. (6 marks)
(Total: 20 marks)
QUESTION FOUR
1. List FOUR situations when it would be appropriate to use telephone communication instead of email. (4 marks)
2. Analyse FOUR key principles of an effective record management system. (8 marks)
3. Discuss FOUR factors that the chairperson could consider while determining participants to be invited to a meeting. (8 marks)
(Total: 20 marks)
QUESTION FIVE
1. Highlight SIX characteristics of effective communication. (6 marks)
2. Identify SIX essential features of a valid notice of a meeting. (6 marks)
3. Ethical communication is essential for upholding a strong culture of compliance in the workplace.
Discuss FOUR factors that could influence Ethical Communication. (8 marks)
(Total: 20 marks)
QUESTION SIX
1. Outline FIVE differences between “verbal communication” and “non-verbal communication”. (5 marks)
2. Explain FIVE advantages of online surveys. (5 marks)
3. Discuss FIVE ways in which social media has enhanced communication in organisations. (10 marks)
(Total: 20 marks)
QUESTION SEVEN
1. Highlight FOUR types of information that could be conveyed through upward communication in an
organisation. (4 marks)
2. Summarise THREE differences between “interpersonal communication” and “intrapersonal communication”. (6 marks)
3. Explain FIVE disadvantages of written communication. (10 marks)
(Total: 20 marks)
