Technical Communication in the 21st Century / Edition 1

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Overview

TCTC  addresses the essential knowledge of what technical communication is, what it does, how it is produced, and how it reaches audiences. Readers will also learn how technical communication relates to issues of professionalism, ethics, technology, community, and personal responsibility. This book shows how today’s workers take on active roles in complex communities, both professional and public, that affect writing and communication. Using a problem solving approach and a case studies approach, this book encourages readers to solve workplace communications problems by thinking through the choices you need to make in various writing scenarios.

Integrates ethics and technology as considerations inextricably linked to the production and interpretation of all technical documents. Focuses on the role of making rhetorical and professional choices in writing. 

Professionals in any field.

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Product Details

  • ISBN-13: 9780131172883
  • Publisher: Prentice Hall
  • Publication date: 1/23/2007
  • Series: MyTechCommLab Series
  • Edition description: Older Edition
  • Edition number: 1
  • Pages: 768
  • Product dimensions: 8.20 (w) x 10.86 (h) x 0.95 (d)

Meet the Author

Sidney I. Dobrin is Associate Professor in the Department of English at the University of Florida.  He has served as Director of Wriing and 9 years as the coordinator of the technical writing course. He is author and editor of more than a dozen books about writing.

Christopher Keller is assistant professor of English at the University of Texas-Pan American, where he is the director of the composition program. He teaches courses in technical communication, rhetoric, and American nature writing and has published a number of articles and books, including “Writing Environments” (with Sid Dobrin) and “The Locations of Composition” (with Christian Weisser).

Christian Weisser is Associate Professor of Rhetoric and Composition at the Harriet L. Wilkes Honors College of Florida Atlantic University, where he coordinates both the Writing Program and the Learning Resource Center. Christian is the author and editor of six books and nine articles about writing.  He currently serves as Editor of Composition Forum, a peer-reviewed scholarly journal in rhetoric and composition.

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Table of Contents

Brief TOC

 

Chapter 1: Technical and Professional Communication in the Workplace   2

Chapter 2: Rhetoric and Technical Communication   22

Chapter 3: Technical Writing and Electronic Technologies   42

Chapter 4: Ethics and the Workplace Writer   70

Chapter 5: Researching and Evaluating Source Materials   96

Chapter 6: Organizing and Drafting Documents   130

Chapter 7: Visual Rhetoric and Using Visuals   164

Chapter 8: Layout and Design   216

Chapter 9: Revising, Rewriting, and Editing   252

Chapter 10: Usability   292

Chapter 11: E-mail and Memos   318

Chapter 12: Letters   348

Chapter 13: Finding and Obtaining Employment   376

Chapter 14: Technical Definitions   414

Chapter 15: Technical Descriptions   442

Chapter 16: Websites and Online Environments   464

Chapter 17: Technical Instructions   500

Chapter 18: Manuals   540

Chapter 19: Proposals and Requests for Proposals   570

Chapter 20: Informal Reports   610

Chapter 21: Formal Reports   632

Chapter 22: Presentations   662

Appendix A:  Grammar Handbook   694

Appendix B:  Documentation   710

 

Complete TOC: 

Chapter 1: Technical and Professional Communication in the Workplace

Chapter Learning Outcomes

Real People, Real Writing

Introduction

   Writing acrossWorkplaces

Writing, Writing, and Writing

   Technical and Professional Writing as Documents

   Technical and Professional Writing as Problem Solving

   The Problem-Solving Approach

   Technical and Professional Communication in the Real World

Chapter Summary

Concept Review Questions

Case Study

Cases on TCTC Website

Video Case

Writing Scenarios

 

Chapter 2: Rhetoric and Technical Communication

Chapter Learning Outcomes

Real People, Real Writing

Introduction

Exigence and Purpose

Audiences

   Audiences Vary from Writing Situation to Writing Situation

   Audiences Have Expectations and Attitudes

   Audiences Use Documents

   Multiple Audiences Often Read Documents

   Cross-Cultural Audiences

Workplace Writers

   Correctness

   Experience and Expertise

   Goodwill

   Similarity

   Audiences Must Trust Writers

Documents

Chapter Summary

Concept Review Questions

Case Study

Cases on the TCTC Web Site

Video Case

Writing Scenarios

 

 

Chapter 3: Technical Writing and Electronic Technologies

Chapter Learning Outcomes

Real People, Real Writing

Introduction

   One Additional Note

Creating Documents

   Word Processors

   Web-Authoring Software

   Graphics and Imaging Software

   Desktop Publishing Software

   Help Authoring Tools

   Single Sourcing Programs

Communicating and Collaborating

   The Internet

   Email

Ethics and Electronic Communication

   The World Wide Web

   Electronic Messaging

   Videoconferencing

   Groupware

The Future of Workplace Writing and Computer Technology

Chapter Summary:

Concept Review Questions

Case Study

Cases on TCTC Website

Video Case

Writing Scenarios

 

 

Chapter 4: Ethics and the Workplace Writer

Chapter learning Outcomes

Real People, Real Writing

Introduction

What is Ethics?

   Legal vs. Ethical

   Ethics and the Workplace Writer

Ethical Guidelines for Workplace Writers

   Guideline #1: The Law

   Guideline #2: Honesty

   Guideline #3: Confidentiality

Codes of Ethics

Ethics and Technology or Cyberethics

   Email

   Websites

   Visuals

Environmental Ethics

   Deceptive or Evasive Language

   Obscuring the Issue

The Ethical Writer’s Check List

Summary

Concept Review Questions

Case Study

Cases on the Web

Video Case

Writing Scenarios

 

Chapter 5: Researching and Evaluating Source Materials

Chapter Learning Outcomes

Real People, Real Writing

Introduction

   Problem-Solving Approach

   Asking the Right Questions

   Primary and Secondary Sources

Finding and Evaluating Source Materials

   Research in the Workplace: An Example

   Primary Research

Conducting Primary Research

Interviews

Surveys

Focus Groups

Note Taking and Drafting

Note Taking

Drafting (as Note Taking)

Documentation and Ethics in Researching

Quoting, Paraphrasing, and Summarizing

Chapter Summary

Concept Review

Case Study

Cases on TCTC Website

Video Case

Writing Scenarios

Problem Solving in Your Own Writing

 

Chapter 6: Organizing and Drafting Documents

Chapter learning Outcomes

Real People, Real Writing

Introduction

Drafting

   Writing the Body

Organizational Strategies

   Sequential

   Chronological

   Order of Importance

   General/Specific

   According to Divisions

   According to Classifications

   Cause and Effect

   Comparison/Contrast

   Spatial

Writing the Conclusion

Writing the Introduction

   Purpose/Objective

   Scope

   Identifying the Problem

   Relevant Information/Background

   Key Terms

   Overview of Organization

   Summary

Web Page Introductions

Drafting Strategies

   Confirm Your Purpose

   Analyze Your Audience

   Gather Your Information

   Develop Ideas about the Information

   Organizing Your Information

   Writing the First Draft

Electronic Templates and Wizards

Summary

Concept Review

Case Study

Cases on the Web

Video Case

Writing Scenarios

 

 

Chapter 7: Visual Rhetoric and Using Visuals

Learning Outcomes

Real People, Real Writing

Introduction

   Graphics

   Images

Visual Rhetoric

   Increase Comprehension

   Clarification

   Provide Examples

   Illustrate

   Depict Relations

   Emphasize

   Highlight

   Gain Attention

   Establish Authority

   Reach a Broader Audience

   Improve Organization

   Simplify

Types of Visuals

   Types of Graphics

   Types of Images

Finding, Creating, Capturing, and Formatting Visuals

   Databases

   Web Searches

   Clip Art

   Making Your Own Visuals

Using Color Effectively

   Using color to Highlight or Draw Attention

   Using Color to Demarcate Textual Division

   Using Color to Identify a Particular Part of a Document or Kind of Text

   Using color to clarify organization and relationships between textual elements

   Using Color to Improve the Aesthetic and Professional Quality of Documents

   How to Color

   Guidelines for Using Color

When and Where to Use Visuals

   Guidelines for Using Visuals

Revising Visuals

Ethics and Visuals

Summary

Concept Review

Case Study

Cases on the Web

Video Case

Writing Scenarios

 

 

Chapter 8: Layout and Design

Chapter Learning Outcomes

Real People, Real Writing

Introduction

Layout, Design, and the Problem Solving Approach

Principles of Document Architecture

Balance

Connection

Duplication

Variation

Flow

Elements of Document Architecture

Physical Properties

Text and Typography

Titles and Headings

Captions

Headers and Footers

Lists

Line Length, Spacing, and Justification

White Space

Summary

Concept Review

Case Study

Cases on the TCTC Web Site

Video Case

Writing Scenarios

Problem Solving in Your Writing

 

Chapter Nine: Revising, Rewriting, and Editing

Chapter Learning Outcomes

Real People, Real Writing

Introduction

Revising

Rewriting

Editing

Guidelines for Revising

Get an Overview

Trim the Fat

Revising for Clarity

Revising for Concision

Revising for Style

Revise for Tone

Revising for Visuals

Revising for Consistency and Integrity

Revising for Timeliness

Guidelines for Rewriting

Work from Large to Small

Consider Your Audience

Consider Your Purpose

Consider the Format

Consider the Ethical Dimensions

Guidelines for Editing

General Proofreading and Editing Guidelines

Editing for Grammatical and Punctuation Correctness

Editing Alone or in Groups

Technology

Highlighting Sentences

Removing Text

Cut, Copy, and Paste

Visuals and Character Insertion

Language tools

Document Design

Summary

Concept Review

Case Study

Case Studies on the TCTC Web Site

Video Case

Writing Scenarios

Problem Solving in Your Own Writing [PSA LOGO]

 

 

Chapter 10: Usability

Chapter Learning Outcomes

Real People, Real Writing

Introduction

Usability in the Workplace

Where Usability Testing Takes Place

   In the Lab

   Outside the Lab

   Field Testing

Planning, Conducting, and Reporting Usability Tests

    Establish a Team

   Define Parameters of the Test

   Define the User Profile

   Establish Issues and Goals of the Test

   Write the Test Plan

   Recruit and Screen Participants for Test

   Conduct the Usability Test

   Collect Data from Test

   Administer Post-Test Questionnaires to Participants

   Analyze Findings

   Report the Results and Make Recommendations

Ethical Considerations in Usability Testing

   Briefing Participants about the Test Process

   Creating Unbiased Questionnaires

   Consent and Nondisclosure Forms

   Visits “In the Field”

Website Usability

Chapter Summary

Concept Review Questions

Case Study

Cases on the TCTC Web Site

Video Case

Writing Scenarios

 

 

Chapter 11: Email and Memos

Chapter Learning Outcomes

Real People, Real Writing

Introduction

   Level of Formality

   Introductory and Concluding Information

   Level of Detail

   Basic Elements of Email Messages

   Subject Lines

   Recipients

   Message Content and Length

   Paragraph Length and Spacing

   Other Formatting Issues

   Signatures

   Attachments

Electronic Messaging

Basic Elements of Memos

   Content 

   Length and formatting

   Design features

Situations Requiring a Memo

Choosing Between Email and a Memo

Chapter Summary

Concept Review Questions

Case Study Exercise

Cases on TCTC Website

Video Case

Writing Scenarios

Problem Solving in Your Writing

 

 

Chapter 12: Letters

Chapter Learning Outcomes

Real People, Real Writing

Introduction

Basic Elements of Letters

   Heading or Letterhead

   Date

   Recipient’s or Inside Address

   Salutation or Greeting

   Introductory Paragraph

   Body Paragraphs

   Concluding Paragraphs

   Closing Phrase or Complementary Close

   Signature

   Additional Page Headers

Additional Features

   Introducing Line

   Typist’s Initials

   Enclosure Line

   Distribution Line

Formats for Letters

   Block Style

   Modified Block Style

Patterns for Organizing a Letter

   Positive Messages

   Negative Messages

   Persuasive Messages

Chapter Summary

Concept Review Questions

Case Study Exercise

Cases on TCTC Website

Video Case

Writing Scenarios

Problem Solving in Your Writing

 

 

Chapter 13: Finding and Obtaining Employment

Chapter Learning Outcomes

Real People, Real Writing

Introduction

Preparing for a Job Search

   Gather Information through Library, Internet, or Placement Center Research

   Gather Information through Interviews

   Gather Information through Professional Organizations, Meetings, Email Lists, and Electronic Bulletin Boards

   Apply for Work-Study, Internship, or Volunteer Programs Related to your Career

   Begin a Working Résumé (or a Personal Data File)

   Are You a Job Hopper?

   Request Letters of Recommendation and References

   Begin Compiling a Dossier or Portfolio

   Begin your job Search

Creating Employment-Related Documents

   Recommendation Request Letters

   Letters of Inquiry

   Résumés

   Online Résumés

   Scannable Résumés

   Ethics and Résumés

   Job Application Cover Letters

Preparing for Job Interviews

   Gathering Information

   Anticipating Questions

   Mock Interviews

Participating in Job Interviews

   Beginning of Interview

   Middle of Interview

   Conclusion of Interview

   Follow-up letters

Negotiating and Accepting Job Offers

   Job Acceptance and Rejection Letters

   Acceptance Letters

   Rejection Letters

Summary

Concept Review

Case Study

Cases on the TCTC Web Site

Video Case

Writing Scenarios

Problem Solving in Your Writing

 Chapter 14: Technical Definitions

Chapter Learning OutcomesReal People, Real Writing

IntroductionDictionary Definitions Kinds of Definitions Definitions that Describe Definitions that Compare & Contrast Definitions that Classify Definitions that Provide Examples Definitions that Illustrate with Visuals

Writing Definitions and the Problem-Solving ApproachPlan Research

Draft

Revise

Distribute

Defining Symbols and Signs

Ethics and Definitions

Full Disclosure

Appropriate Style

Common Mistakes in Creating Definitions

Chapter Summary

Concept Review Questions

Case Study

Video Case StudiesWriting Scenarios

Problem Solving in Your Own Writing

 

Chapter 15: Technical Descriptions

Chapter Learning Outcomes

Real People, Real Writing

Introduction

   Technical Specifications

Components of Technical Descriptions

   Introduction of a Technical Description

   Background

   Parts and Characteristics

   Visuals in Technical Descriptions

Composing Technical Descriptions

   Descriptive Detail

   Organizing Technical Descriptions

   Headings

   Parts Lists

Ethics

   Objectivity

   Audience Analysis

   Alerts

   Usability Testing

Summary

Concept Review Questions

Case Study

Cases on the Web

Video Case

Writing Scenarios

Problem Solving in Your Own Writing

 

 

Chapter 16: Websites and Online Environments

Learning Outcomes

Real People, Real Writing

Introduction

Basic Differences Between Writing a Website and Writing a Print Document

   Size and Dimension

   Navigational Features

    Visual Components

   Multimedia

   Accessing Speed

Intranet and Internet Web Pages

   Intranet Web Pages

   Internet Web Pages

Web Terminology

   Web Page

   Web Browser

   URL

   Home Page

   Hypertext

   Link

   Interface

   Navigation

   Search Engine

   Site Architecture

   Site Map

   Server space

   Cookies

Web Technologies

   HTML

   XHTML

   Tables and Frames

   CSS

   Web Authoring Software

   Javascript

   CGI

   CMS

   Plugins

   Ethics

   Accessibility

   Maintaining Company Image

   Informing the General Public

Standard Web Page Guidelines

   Continuity and Branding

   Navigation

   Splash Page

   Home Page

   Nodes

   Sub Page

   Search Optimization and Meta-tags

   FAQ

   Site Map

   Color

Organizing a Website

Web Sites and Usability

   Navigation:

   Content

   Visuals

   Other

Summary

Concept Review Questions

Case Study

Cases on the TCTC Web Site

Video Case

Writing Scenarios

Problem Solving in Your Writing

 

 

Chapter 17: Technical Instructions

Chapter Learning Outcomes

Real People, Real Writing

Introduction

Ethics

General Guidelines for Technical Instructions

Organizing Instructions

General Overview

Title/Title Image

Byline

Date

Introduction to Instructions

Alerts/Special considerations

Equipment Needed/Tools

Parts Lists

Steps

Conclusion

The Quick Reference Card

Help Pages

Be Concise

Be Clear

Be Thorough

Be Direct, but Be Friendly

Provide Examples

Provide Links

Make it Searchable

Final Words on Help Pages

Usability

Design

Summary

Concept Review Questions

Case Study

Cases on the Web

Video Case

Writing Scenarios

Solving Problems in Your Own Writing

 

 

Chapter 18: “Manuals”

Chapter Learning Outcomes

Real People, Real Writing

Introduction

Types of Manuals

Policy Manuals

Procedures Manuals

Operations Manuals

Operators’ Manuals

Owners’ or Users’ Manuals

Service and Maintenance Manuals

Training Manuals

Field Manuals

Lab Manuals

Manual Standards

General Guidelines for Manuals

Writers consider readers first and foremost when writing manuals

Writers understand the function and purpose of the manual

Writers develop detailed outlines and overviews of the manual before writing

Writers understand their information sources

Writers agree on divisions of labor in writing manuals

Writers consider the format in which the manual will be produced.

Writers test manuals through usability testing

Manual Organization

Front Matter

Body

Conclusion and End Matter

Usability

Updating

Single Sourcing

Manuals as Marketing and Public Relations

Ethics

Format and Design

Summary

Concept Review Questions

Cases on the Web

Video Case

Writing Scenarios

Solving Problems in Your Own Writing

 

 

Chapter 19: Proposals and Requests for Proposals (RFPs)

Chapter Learning Outcomes

Real People, Real Writing

Introduction

Types of Proposals

   Internal and External

   Sole-Source Contracts

Requests for Proposals (RFPs)

   Reading RFPs

   Writing RFPs

RFP Ethics and Professionalism

RFP Technology

   World Wide Web

   Databases and Lists

   RFPs and Communications Technologies

   PDFs

   Forms

Proposals

   Sales Proposals

   Research and Grant Proposals

Writing a Proposal

   General Guidelines for Writing Proposals

Proposals and Technology

Coffee Rings and Pretzel Crumbs

Summary

Concept Review Questions

Case Study

Case on the Web

Video Case

Writing Scenarios

Problem Solving in Your Writing

 

Chapter 20: Informal Reports

Chapter Learning Outcomes

Real People, Real Writing

Introduction

Informal Reports[dld1] 

   Progress Reports

   Informal Lab Reports

   Directives

   Incident Reports

Composing Informal Reports

   Plan

   Research

   Draft

   Revise

   Distribute

Ethical Issues in Report Writing

Summary

Concept Review Questions

Case Study

Cases on the TCTC Web Site

Writing Scenarios

Problem Solving in Your Own Writing

 

Chapter 21: Formal Reports

Chapter Learning Outcomes

Real People, Real Writing

Introduction

Recommendation Reports

Feasibility Reports

Evaluation Reports

Problem-Solving and Rhetorical Concerns in Formal Reports

   Audience

   Research

   Visuals and Graphics

   Collaborative

   Drafting and Revising

   Distributing

Components of Formal Reports

   Front Matter

   Body

   Back Matter

Ethical Issues in Formal Report Writing

Chapter Summary

Concept Review Questions

Case Study

Video Case Studies

Writing Scenarios

Solving Problems in Your Own Writing

 

 

Chapter 22: Presentations

Chapter Learning Outcomes

Real People, Real Writing

Introduction

Informal Presentations

Formal Presentations

Preparing for a Presentation

Identifying your Audience

Assessing the Physical Context

Determining Time

Gathering and Evaluating the Information

Choosing the Appropriate Visual Aids

Creating Effective Visuals

Additional Suggestions for Creating Presentation Slides

Planning Your Speech

Organizing your Presentation

Delivering a Presentation

Vocalization

Body Language

Fielding Questions

Summary

Concept Review

Case Study

Cases on the TCTC Web Site

Video Case

Writing Scenarios

Problem Solving in Your Writing

Appendix A:  Grammar Handbook

Appendix B:  Documentation

Index

 

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