Technical Communication

Table of Contents

* New to this edition

Preface for Instructors Introduction for Writers

PART 1: Understanding the Technical Communication Environment

1.   Introduction to Technical Communication
What Is Technical Communication?
*What Are Your Roles as a Communicator?
Technical Communication and Your Career Characteristics of a Technical Document
   Addresses Particular Readers
   Helps Readers Solve Problems
   Reflects the Organization’s Goals and Culture
   Is Produced Collaboratively
   Uses Design to Increase Readability
   Consists of Words or Images or Both
     -Interactive Sample Document: Studying How Technical Communication Combines Words,   

      Graphics, and Design A Look at Three Sample Documents Measures of Excellence in Technical Communication
   Honesty
   Clarity
   Accuracy
   Comprehensiveness
   Accessibility
   Conciseness
   Professional Appearance
   Correctness
Writer’s Checklist Exercises
*Case 1: Using the Measures of Excellence in Evaluating a Résumé

2.   Understanding Ethical and Legal Considerations
A Brief Introduction to Ethics Your Ethical Obligations
   Obligations to Your Employer
   Obligations to the Public
   Obligations to the Environment
Your Legal Obligations
   Copyright Law

     -Guidelines: Determining Fair Use
     -Guidelines: Dealing with Copyright Questions
     -Ethics Note: Distinguishing Plagiarism from Acceptable Reuse of Information
   Trademark Law
     -Guidelines: Protecting Trademarks
   Contract Law
   Liability Law
     -Guidelines: Abiding by Liability Laws The Role of Corporate Culture in Ethical and Legal Conduct

     -Interactive Sample Document: Linking Values and Conduct Communicating Ethically Across Cultures
   Communicating with Cultures with Different Ethical Beliefs
   Communicating with Cultures with Different Laws
Principles for Ethical Communication
   Abide by Relevant Laws
   Abide by the Appropriate Professional Code of Conduct
  *Abide by Your Organization’s Policy on Social Media
   Take Advantage of Your Employer’s Ethics Resources
   Tell the Truth
   Don’t Mislead Your Readers
   Use Design to Highlight Important Ethical and Legal Information
   Be Clear
   Avoid Discriminatory Language
   Acknowledge Assistance from Others
Writer’s Checklist Exercises
*Case 2: The Ethics of Requiring That Students Subsidize a Plagiarism-Detection Service

3.   Writing Technical Documents
Planning
   Analyzing Your Audience
   Analyzing Your Purpose
   Generating Ideas About Your Subject
   Researching Additional Information
   Organizing and Outlining Your Document
     -Tech Tip: How to Use the Outline View
   Selecting an Application, a Design, and a Delivery Method
   Devising a Schedule and a Budget
Drafting
     -Guidelines: Drafting Effectively
   Using Templates
     -Tech Tip: How to Modify Templates
     -Interactive Sample Document: Identifying the Strengths and Weaknesses of a Commercial   

      Template
   Using Styles
     -Tech Tip: How to Use the Styles Group Revising
   Studying the Draft by Yourself
   Seeking Help from Others
     -Ethics Note: Acknowledging Reviewers Responsibly Editing Proofreading Writer’s Checklist Exercises
*Case 3: Understanding Why Revision Software Cannot Revise and Edit Your Document

4.   Writing Collaboratively
Advantages and Disadvantages of Collaboration
   Advantages of Collaboration
   Disadvantages of Collaboration
Managing Projects
     -Guidelines: Managing Your Project Conducting Meetings
   Listening Effectively
     -Guidelines: Listening Effectively
   Setting Your Team’s Agenda
     -Guidelines: Setting Your Team’s Agenda
     -Ethics Note: Pulling Your Weight on Collaborative Projects
   Conducting Efficient Meetings
   Communicating Diplomatically
     -Guidelines: Communicating Diplomatically
   Critiquing a Team Member’s Work
     -Guidelines: Critiquing a Colleague’s Work
*Using Your Word Processor as a Collaboration Tool
     -Tech Tip: How to Use the Review Tab
     -Interactive Sample Document: Critiquing a Draft Clearly and Diplomatically
*Using Other Electronic Tools in Collaboration
   *Messaging Technologies
   *Videoconferencing
     -Guidelines: Participating in a Videoconference
   *Wikis and Shared Document Workspaces
   *Virtual Worlds
    *-Ethics Note: Maintaining a Professional Presence Online Gender and Collaboration Culture and Collaboration Writer’s Checklist Exercises
*Case 4: Accommodating a Team Member’s Scheduling Problems

PART 2: Planning the Document

5.   Analyzing Your Audience and Purpose
Using an Audience Profile Sheet Determining the Important Characteristics of Your Audience
   Who Are Your Readers?
   Why Is Your Audience Reading Your Document?
   What Are Your Readers’ Attitude and Expectations?
   How Will Your Readers Use Your Document?
Techniques for Learning About Your Audience
   Determining What You Already Know About Your Audience
   Interviewing People
 *Reading About Your Audience Online
 *Searching Social Media for Documents Your Audience Has Written
Communicating Across Cultures
   Understanding the Cultural Variables “on the Surface”
   Understanding the Cultural Variables “Beneath the Surface”
   Considering Cultural Variables as You Write
     -Guidelines: Writing for Readers from Other Cultures
     -Interactive Sample Document: Examining Cultural Variables in a Business Letter Applying What You Have Learned About Your Audience
     -Ethics Note: Meeting Your Readers’ Needs Responsibly Using Graphics and Design for Multicultural Readers Writing for Multiple Audiences Determining Your Purpose Gaining Management’s Approval Revising Information for a New Audience and Purpose Writer’s Checklist Exercises
*Case 5: Reaching Out to a New Audience

6.   Researching Your Subject
Understanding the Differences Between Academic and Workplace Research Understanding the Research Process Choosing Appropriate Research Methods
     -Guidelines: Researching a Topic Conducting Secondary Research
   Understanding the Research Media
   Using Traditional Research Tools
 *Using Social Media and Other Interactive Resources
   Evaluating the Information
     -Guidelines: Evaluating Print and Online Sources
     -Interactive Sample Document: Evaluating Information from Internet Sources Conducting Primary Research
   Observations and Demonstrations
   Inspections
   Experiments
   Field Research
   Interviews
     -Guidelines: Conducting an Interview
   Inquiries
   Questionnaires
     -Ethics Note: Reporting and Analyzing Data Honestly Writer’s Checklist Exercises
*Case 6: Revising a Questionnaire

7.   Organizing Your Information
Understanding Three Principles for Organizing Technical Information
   Analyzing Your Audience and Purpose
   Using Conventional Patterns of Organization
   Displaying Your Organizational Pattern Prominently
Using Basic Organizational Patterns
   Chronological
     -Guidelines: Organizing Information Chronologically
   Spatial
     -Guidelines: Organizing Information Spatially
   General to Specific
     -Guidelines: Organizing Information from General to Specific
   More Important to Less Important
     -Guidelines: Organizing Information from More Important to Less Important
   Comparison and Contrast
     -Guidelines: Organizing Information by Comparison and Contrast
     -Ethics Note: Comparing and Contrasting Fairly
     -Interactive Sample Document: Comparing and Contrasting Honestly
   Classification and Partition
     -Guidelines: Organizing Information by Classification or Partition
   Problem-Methods-Solution
     -Guidelines: Organizing Information by Problem-Methods-Solution
   Cause and Effect
     -Guidelines: Organizing Information by Cause and Effect Writer’s Checklist Exercises
*Case 7: Organizing a Document for Clarity—and Diplomacy

PART 3: Developing and Testing the Verbal and Visual Information

8.   Communicating Persuasively
Considering the Context of Your Argument
   Understanding Your Audience’s Broader Goals
   Working Within Constraints
Crafting a Persuasive Argument
   Identifying the Elements of Your Argument
   Using the Right Kinds of Evidence
     -Interactive Sample Document: Analyzing Evidence in an Argument
   Considering Opposing Viewpoints

   Appealing to Emotions Responsibly
   Deciding Where to Present the Claim
 *Understanding the Role of Culture in Persuasion
Avoiding Logical Fallacies Presenting Yourself Effectively
     -Guidelines: Creating a Professional Persona Using Graphics as Persuasive Elements
     -Ethics Note: Seeming Honest Versus Being Honest in Persuasive Writing A Look at Several Persuasive Arguments Writer’s Checklist Exercises
*Case 8: Analyzing the Fitness of Arguments

9.   Writing Coherent Documents
*Reviewing the Whole Document for Coherence Writing Coherent Titles Writing Coherent Headings
     -Guidelines: Revising Headings Writing Coherent Lists Writing Coherent Paragraphs
   Structuring Paragraphs Clearly
     -Ethics Note: Avoiding Burying Bad News in Paragraphs
     -Guidelines: Dividing Long Paragraphs
   Using Coherence Devices Within and Between Paragraphs
     -Interactive Sample Document: Identifying the Elements of a Coherent Paragraph Creating a Coherent Design
   Using Headers and Footers to Enhance Coherence
   Using Typefaces to Enhance Coherence
     -Tech Tip: How to Modify and Create Styles Writer’s Checklist Exercises
*Case 9: Highlighting the Coherence of a Passage

10. Writing Effective Sentences
Structuring Effective Sentences
   Use Lists
     -Guidelines: Creating Effective Lists
     -Tech Tip: How to Create Numbered and Bulleted Lists
   Emphasize New and Important Information
   Choose an Appropriate Sentence Length
   Focus on the “Real” Subject
   Focus on the “Real” Verb
   Use Parallel Structure
   Use Modifiers Effectively
Choosing the Right Words and Phrases
   Select an Appropriate Level of Formality
   Be Clear and Specific
     -Ethics Note: Euphemisms and Truth Telling
   Be Concise
     -Interactive Sample Document: Revising for Conciseness and Simplicity
   Use Inoffensive Language
     -Guidelines: Avoiding Sexist Language
     -Guidelines: Using the People-First Approach Understanding Simplified English for Nonnative Speakers Preparing Text for Translation Writer’s Checklist Exercises
*Case 10: Revising a Document for Nonnative Speakers and for Translation

11. Designing Documents and Web Sites
Goals of Document and Web Design Understanding Design Principles
   Proximity
   Alignment
   Repetition
   Contrast
Planning the Design of Documents and Web Sites
   Analyze Your Audience and Purpose
   Determine Your Resources
Designing Documents
   Size
   Paper
   Bindings
   Accessing Tools
Designing Pages
     -Tech Tip: How To Set Up Pages
     -Guidelines: Understanding Learning Theory and Page Design
   Page Layout
   Columns
     -Tech Tip: How to Format Columns
   Typography
     -Tech Tip: How to Format Fonts
     -Ethics Note: Using Type Sizes Responsibly
     -Tech Tip: How to Modify Line Spacing
     -Tech Tip: How to Modify Justification
   Titles and Headings

   Other Design Features
     -Tech Tip: How to Create Borders and Screens
     -Tech Tip: How to Create Text Boxes Analyzing Some Page Designs
     -Interactive Sample Document: Analyzing a Page Design Designing Web Sites
   Create Informative Headers and Footers
   Help Readers Navigate the Site
     -Guidelines: Making Your Site Easy to Navigate
   Include Extra Features Your Readers Might Need
 *Help Readers Connect with Others
   Design for Readers with Disabilities
   Design for Multicultural Audiences
     -Ethics Note: Designing Legal and Honest Web Sites Designing Web Pages
   Aim for Simplicity
     -Guidelines: Designing a Simple Site
   Make the Text Easy to Read and Understand
     -Guidelines: Designing Easy-to-Read Text
   Create Clear, Informative Links
     -Guidelines: Writing Clear, Informative Links Analyzing Some Web Page Designs Writer’s Checklist Exercises
*Case 11: Designing a Flyer

12. Creating Graphics
The Functions of Graphics The Characteristics of an Effective Graphic
     -Ethics Note: Creating Honest Graphics

     -Guidelines: Integrating Graphics and Text Understanding the Process of Creating Graphics
   Planning Graphics
   Producing Graphics
    -Tech Tip: How to Insert and Modify Graphics
   Revising Graphics
   Citing Graphics
Using Color Effectively Choosing the Appropriate Kind of Graphic
   Illustrating Numerical Information
     -Guidelines: Creating Effective Tables
     -Tech Tip: How to Use Tab Stops
     -Tech Tip: How to Create Tables
     -Tech Tip: How to Create Graphics in Excel
     -Guidelines: Creating Effective Bar Graphs
     -Tech Tip: How to Use Drawing Tools
     -Guidelines: Creating Effective Line Graphs
     -Guidelines: Creating Effective Pie Charts
   Illustrating Logical Relationships
     -Interactive Sample Document: Analyzing a Graphic
   Illustrating Process Descriptions and Instructions
   Illustrating Visual and Spatial Characteristics
     -Guidelines: Presenting Photographs Effectively
     -Tech Tip: How to Create and Insert Screen Shots Creating Effective Graphics for Multicultural Readers Writer’s Checklist Exercises
*Case 12: Creating Appropriate Graphics to Accompany a Report

13. Reviewing, Evaluating, and Testing Documents and Web Sites
Understanding Reviewing, Evaluating, and Testing Reviewing Documents and Web Sites
   Revising
   Editing
     -Guidelines: Editing the Draft
   Proofreading
Conducting Usability Evaluations Conducting Usability Tests
   The Basic Principles of Usability Testing
   Preparing for a Usability Test
   Conducting a Usability Test
     -Ethics Note: Understanding the Ethics of Informed Consent
     -Interactive Sample Document: Obtaining Informed Consent
   Interpreting and Reporting the Data from a Usability Test
Writer’s Checklist Exercises
*Case 13: Revising a Document for a New Audience

PART 4: Learning Important Applications

14. Writing Correspondence
Understanding the Process for Writing Correspondence Selecting a Type of Correspondence Presenting Yourself Effectively in Correspondence
   Use the Appropriate Level of Formality
   Communicate Correctly
   Project the “You Attitude”
   Avoid Correspondence Clichés
   Communicate Honestly
     -Ethics Note: Writing Honest Business Correspondence Writing Letters
   Elements of a Letter
   Format of a Letter
   Common Types of Letters
Writing Memos
     -Guidelines: Organizing a Memo Writing E-mails
     -Guidelines: Following Netiquette
     -Interactive Sample Document: Following Netiquette in an E-mail Message
*Writing Microblogs Writing Correspondence to Intercultural Readers Writer’s Checklist Exercises
*Case 14: Employing the “You Attitude” in a “Bad News” Letter

15. Writing Job-Application Materials
Understanding the Job-Application Process Planning the Job Search Understanding Eight Ways to Look for a Position Understanding the Risks and Benefits of Social Media and the Job Search Writing Paper Résumés
    Appearance of the Résumé
    Content of the Résumé
     -Ethics Note: Writing Honest Job-Application Materials
    Elements of the Chronological Résumé
     -Guidelines: Elaborating on Your Education
    Elements of the Skills Résumé
Writing Electronic Résumés
    Content of the Electronic Résumé
    Format of the Electronic Résumé
     -Guidelines: Preparing a Plain-Text Résumé
     -Interactive Sample Document: Preparing a Plain-Text Résumé
     -Guidelines: Preparing a Scannable Résumé
Writing Job-Application Letters
    The Concepts of Selectivity and Development
    Elements of the Job-Application Letter
Preparing for a Job Interview
     -Guidelines: Preparing for a Job Interview Writing Follow-up Letters or E-mails After an Interview Writer’s Checklist Exercises
*Case 15: Adding “Social” to “Networking”

16. Writing Proposals
Understanding the Process of Writing Proposals The Logistics of Proposals
    Internal and External Proposals
    Solicited and Unsolicited Proposals
The “Deliverables” of Proposals
    Research Proposals
    Goods and Services Proposals
Persuasion and Proposals
    Understanding Readers’ Needs
    Describing What You Plan to Do
    Demonstrating Your Professionalism
     -Guidelines: Demonstrating Your Professionalism in a Proposal
     -Ethics Note: Writing Honest Proposals Writing a Proposal The Structure of the Proposal
    Summary
    Introduction
     -Guidelines: Introducing a Proposal
    Proposed Program

      -Interactive Sample Document: Writing the Proposed Program
    Qualifications and Experience
    Budget
    Appendixes 
     -Tech Tip: How to Create a Gantt Chart
*Sample Internal Proposal Writer’s Checklist Exercises
*Case 16: Revising a Brief Proposal

17. Writing Informational Reports
Understanding the Process of Writing Informational Reports Writing Directives
     -Interactive Sample Document: Writing a Persuasive Directive Writing Field Reports
     -Guidelines: Responding to Readers’ Questions in a Field Report Writing Progress and Status Reports
     -Ethics Note: Reporting Your Progress Honestly
   Organizing Progress and Status Reports
   Concluding Progress and Status Reports
     -Guidelines: Projecting an Appropriate Tone in a Progress or Status Report
*Sample Progress Report Writing Incident Reports Writing Meeting Minutes Writer’s Checklist Exercises
*Case 17: Writing a Directive About Using Agendas for Meetings

18. Writing Lab Reports
Persuasion and Lab Reports Understanding the Process of Writing Lab Reports Understanding the Structure of the Lab Report
   Title
   Abstract
   Introduction
     -Guidelines: Writing Equations
   Materials and Methods
   Results
     -Ethics Note: Presenting Data Honestly
   Discussion
   Conclusion
   Acknowledgments
   References
   Appendixes
     -Interactive Sample Document: Evaluating Lab Reports Understanding the Role of Science and Engineering Articles Sample Lab Report Writer’s Checklist Exercises
*Case 18: Introducing the Scientific Method Through a Lab Report

19. Writing Recommendation Reports
*Understanding the Role of Recommendation Reports Using a Problem-Solving Model for Preparing Recommendation Reports
   Identify the Problem or Opportunity
   Establish Criteria for Responding to the Problem or Opportunity
   Determine the Options
   Study Each Option According to the Criteria
   Draw Conclusions about Each Option
   Formulate Recommendations Based on the Conclusions
     -Ethics Note: Presenting Honest Recommendations Writing Recommendation Reports
     -Guidelines: Writing Recommendations Writing the Body of the Report Writing the Front Matter
     -Tech Tip: How to Format Headers, Footers, and Page Numbers
     -Tech Tip: How to Create a Table of Contents
     -Guidelines: Writing an Executive Summary
     -Interactive Sample Document: Analyzing an Executive Summary Writing Back Matter
*Sample Recommendation Report Writer’s Checklist Exercises
*Case 19: Analyzing Decision Matrices

20. Writing Definitions, Descriptions, and Instructions
Writing Definitions
   Analyzing the Writing Situation for Definitions
   Determining the Kind of Definition to Write
     -Guidelines: Writing Effective Sentence Definitions
   Deciding Where to Place the Definition
Writing Descriptions
   Analyzing the Writing Situation for Descriptions
   Indicating Clearly the Nature and Scope of the Description
   Introducing the Description Clearly
   Providing Appropriate Detail
    -Guidelines: Providing Appropriate Detail in Descriptions
   Concluding the Description
   A Look at Sample Descriptions
Writing Instructions
   Designing a Set of Instructions
     -Guidelines: Designing Clear, Attractive Pages
   Planning for Safety
     -Ethics Note: Protecting Your Readers’ Safety
   Drafting Effective Instructions
     -Guidelines: Drafting Introductions for Instructions
     -Guidelines: Drafting Steps in Instructions
   Revising, Editing, and Proofreading Instructions
   A Look at Sample Instructions
     -Interactive Sample Document: Presenting Clear Instructions Writing Manuals Writer’s Checklist Exercises
*Case 20: Balancing Clarity, Conciseness, and Usability in a Description

21. Making Oral Presentations
Understanding the Role of Oral Presentations Understanding the Process of Preparing and Delivering an Oral Presentation Preparing a Presentation
   Analyzing the Speaking Situation
   Organizing and Developing the Presentation
     -Guidelines: Introducing a Presentation
     -Guidelines: Concluding a Presentation
   Preparing Presentation Graphics
     -Tech Tip: How to Create a Master Page Design in PowerPoint
     -Tech Tip: How to Set List Items to Appear and Dim During a Presentation
     -Interactive Sample Document: Integrating Graphics and Text on a Presentation Slide
   Choosing Effective Language
     -Guidelines: Using Memorable Language in Oral Presentations
   Rehearsing the Presentation
Delivering a Presentation
   Calming Your Nerves
     -Guidelines: Releasing Nervous Energy
   Using Your Voice Effectively
   Using Your Body Effectively
    -Guidelines: Facing an Audience Answering Questions After a Presentation
     -Ethics Note: Answering Questions Honestly Sample Evaluation Form Writer’s Checklist Exercises
*Case 21: Understanding the Claim-and-Support Structure for Presentation Graphics

22. Connecting with the Public
*Understanding the Role of Connecting with the Public Persuasion and Connecting with the Public Presenting Information to the Public
   Newsletters
     -Guidelines: Designing an Effective Newsletter
     -Interactive Sample Document: Evaluating the Design of a Newsletter
   Brochures
     -Guidelines: Creating a Brochure
   White Papers
     -Guidelines: Writing a White Paper
     -Ethics Note: Marketing Your Organization Honestly
   Podcasts
*Collaborating with the Public Through Social Media
   Discussion Boards
     -Guidelines: Participating in Discussion Boards
   Blogs
     -Guidelines: Being a Responsible Blogger
   Wikis
     -Guidelines: Using and Participating in Wikis Effectively Writer’s Checklist Exercises
*Case 22: Considering a One-to-Many Model on Your Company’s Site

APPENDIX: Reference Handbook

Part A: Skimming Your Sources and Taking Notes
    Paraphrasing

   Quoting

   Summarizing

Part B: Documenting Your Sources
   APA Style
   IEEE Style
   MLA Style

Part C: Editing and Proofreading Your Documents
   Grammatical Sentences
   Punctuation
   Mechanics
   Proofreading Symbols and Their Meanings

Part D: Guidelines for Multilingual Writers (ESL)
   Cultural and Stylistic Communication Issues
   Sentence-Level Issues

References Selected Bibliography Index