Revel Access Code for Strategies for Technical Communication in the Workplace

About our authors Laura J. Gurak is professor and founding chair of the Department of Writing Studies at the University of Minnesota, where she teaches courses in technical writing and digital communication. She holds an MS in technical communication and a PhD in communication and rhetoric from Rensselaer Polytechnic Institute. She is the author of 2 books from Yale University Press, one of which was the first book-length study of online social actions. Gurak is also coeditor of several edited collections and author on numerous conference presentations and papers. She is a recipient of the Society for Technical Communication's Outstanding Article award. Gurak has authored and coauthored 5 textbooks in technical communication, published by Pearson. She has worked as a software developer, technical writer and communications consultant for various companies and organizations. John Lannon is Professor Emeritus and former Director of Writing at the University of Massachusetts, Dartmouth, where he developed the undergraduate major in professional writing and later codeveloped the MA program in professional writing. He has also taught at Cape Cod Community College, University of Idaho, Southern Vermont College and University of Strasbourg. He has authored and coauthored 5 major textbooks in business communication, rhetoric and technical communication; book reviews; filmstrips; environmental documents and instructional software. He is the recipient of a NDEA Fellowship and Fulbright Lectureship. He holds a BS, MA and PhD from the University of Massachusetts, Amherst. His initial training and work were in biomedical science and technology with the USAF. He has also served as a communications consultant for various companies and government institutions.

I. FOUNDATIONS

Technical Communication: Global, Collaborative, and Digital

What is Technical Communication?
Main Features of Technical Communication

Focus is on the Reader, Not the Writer
Document Design is Efficient and Accessible
Writing Style is Clear and Relevant
Information is Persuasive, Truthful, and Based on Research


Three Primary Purposes of Technical Communication

Informational Purpose
Instructional Purpose
Persuasive Purpose


Common Types of Technical Documents
Technical Communication is Global, Collaborative, and Digital

Technical Communication is Global


STRATEGIES for Global Technical Communication

Technical Communication is Collaborative


STRATEGIES for Organizing a Team Project

Running Successful Meetings
Identifying and Managing Group Conflicts


STRATEGIES for Running a Meeting
STRATEGIES for Managing Team Conflicts

Reviewing and Editing the Work of Others


STRATEGIES for Peer Review and Editing

Technical Communication is Digital


CHECKLIST for Effective Technical Communication
APPLICATIONS


The Research Process in Technical Communication

Thinking Critically about Research
STRATEGIES for Thinking Critically about Research
Primary versus Secondary Sources
Exploring Secondary Sources

How to Locate Secondary Sources
Types of Secondary Sources


STRATEGIES for Finding Credible, Reliable Secondary Sources
Exploring Primary Sources

Unsolicited Inquiries
Informational Interviews


STRATEGIES for Informational Interviews

Surveys


STRATEGIES for Surveys

Observations and Experiments


CHECKLIST for Doing Research
APPLICATIONS


Providing Audiences with Usable Information

Analyze the Document’s Audience

Primary and Secondary Audiences
Relationship with Audience
Audience’s Technical Background
Audience’s Cultural Background


STRATEGIES for Analyzing Your Audience
Determine the Document’s Purpose

Primary and Secondary Purposes
Intended Use of the Document


Know How to Be Persuasive

Using Claims as a Basis for Persuasion
Connecting with Your Audience


STRATEGIES for Persuasion
Create a Task Analysis for the Document
Consider Other Related Usability Factors

Setting
Potential Problems
Length
Format
Timing
Budget


Develop an Information Plan for the Document
Write, Test, Revise, and Proofread the Document
STRATEGIES for Proofreading
CHECKLIST for Usability
APPLICATIONS


Recognizing Ethical Issues in Technical Communication

Ethics, Technology, and Communication
Types of Ethical Choices
How Workplace Pressures Affect Ethical Values
Recognizing and Avoiding Ethical Abuses
STRATEGIES for Avoiding Ethical Abuses
CHECKLIST for Ethical Communication
APPLICATIONS



II. BLUEPRINTS

Structuring Information for Your Readers

The Importance of an Understandable Structure
Outlining
Chunking
STRATEGIES for Outlining
Sequencing
Paragraphing

The Topic Sentence
Paragraph Unity
Paragraph Coherence


Clarifying Headings
Providing an Overview
CHECKLIST for Structuring Information
APPLICATIONS


Writing with a Readable Style

The Importance of a Readable Style
Writing Clearly

Avoiding Ambiguous Pronoun References
Avoiding Ambiguous Modifiers
Using Active Voice Whenever Possible
Using Passive Voice Selectively
Avoiding Nominalizations
Unstack Modifying Nouns
Avoiding Unnecessary Jargon


Writing Concisely

Avoiding Wordiness
Eliminating Redundancy and Repetition


Writing Fluently

Combining Related Ideas
Varying Sentence Construction and Length
Using Parallel Structure


Writing Personably

Adjusting Your Tone


STRATEGIES for Deciding about Tone

Avoiding Biased Language


STRATEGIES for Unbiased Usage
CHECKLIST for Style
APPLICATIONS


Using Audience-Centered Visuals

The Importance of Using Audience-Centered Visuals
When to Use Visuals

Using Visuals to Support Text
Using Visuals on Their Own


Types of Visuals
Tables
STRATEGIES for Creating Tables

Graphs


STRATEGIES for Creating Graphs

Charts


STRATEGIES for Creating Charts

Illustrations and Diagrams
Photographs
Videos
Icons and Symbols


STRATEGIES for Illustrations, Diagrams, Photographs, Videos, Icons, and Symbols
Special Considerations When Using Visuals

Selecting Appropriate Visuals
Placing, Cross-Referencing, and Presenting Visuals
Using Color in Visuals
Using Visuals Fairly and Accurately


CHECKLIST for Using Audience-Centered Visuals
APPLICATIONS


Designing User-Friendly Documents

The Importance of User-Friendly Document Design
Characteristics of Well-Designed Documents
Specific Design Elements

Designing for Consistency and Cohesiveness


STRATEGIES for Designing: Consistency and Cohesiveness

Designing for Navigation and Emphasis


STRATEGIES for Designing: Navigation and Emphasis
CHECKLIST for Document Design
APPLICATIONS



III. DOCUMENTS

Résumés and Other Employment Materials

Assessing Your Skills and Aptitudes
Researching the Job Market

Engage in Active Networking


Résumés

Parts of a Résumé
Organizing Your Résumé


STRATEGIES for Creating a Résumé
Application Letters

Solicited Application Letters
Unsolicited Application Letters


STRATEGIES for Application Letters
Digital versus Print Job Application Materials
STRATEGIES for Digital Job Application Materials
Dossiers, Portfolios, and E-portfolios

Dossiers
Portfolios and E-portfolios


STRATEGIES for Dossiers, Portfolios, and E-portfolios
Interviews and Follow-up Letters

Interviews
Follow-up Communication


STRATEGIES for Interviews and Follow-up Notes
CHECKLIST for Résumés
CHECKLIST for Job Application Letters
CHECKLIST for Supporting Materials
APPLICATIONS


Memos and Letters

Memo Basics, Parts, and Format

Parts and Format of Memos


Memo Tone
Types of Memos

Transmittal Memo
Summary or Follow-up Memo
Informational Memo


STRATEGIES for Memos
Letter Basics, Parts, and Format

Letter Parts and Formats


Letter Tone

Establishing and Maintaining a “You” Perspective
Being Polite and Tactful
Using Plain English
Considering the Needs of International Readers
Being Direct or Indirect


STRATEGIES for Letters in General
Types of Letters

Inquiry Letters


STRATEGIES for Inquiry Letters

Claim Letters


STRATEGIES for Claim Letters

Sales Letters


STRATEGIES for Sales Letters

Adjustment Letters


STRATEGIES for Adjustment Letters
CHECKLIST for Memos and Letters
APPLICATIONS


Definitions

Audience and Purpose of Definitions
Legal, Safety, and Societal Implications of Definitions
Types of Definitions

Parenthetical Definitions
Sentence Definitions
Expanded Definitions


Methods for Expanding Definitions

Etymology
History
Negation
Operating Principle
Analysis of Parts
Visuals
Comparison and Contrast
Required Conditions
Examples
Using Multiple Expansion Methods


Placement of Definitions
STRATEGIES for Definitions
CHECKLIST for Definitions
APPLICATIONS


Descriptions

Audience and Purpose of Descriptions
Objectivity in Descriptions
Elements of Descriptions

Title
Introduction
Sequence of Topics
Visuals
Conclusion


Product and Process Descriptions
A Complex Product Description
A Complex Process Description
STRATEGIES for Descriptions
Specifications
STRATEGIES for Specifications
CHECKLIST for Descriptions and Specifications
APPLICATIONS


Instructions and Procedures

Audience and Purpose of Instructions
Types of Instructional Formats

User Manuals
Quick Reference Materials
Assembly Guides
Web-based Instructions
Online Instructions


Safety and Legal Implications
Elements of Effective Instructions

Title
Overview or Introduction
Body
Conclusion
Visuals
Notes, Cautions, Warnings, and Danger Notices


Content, Style, and Design Considerations

Detail and Technicality
Style
Design


STRATEGIES for Readable Instructions
STRATEGIES for Accessible Instructions
Procedures

Audience and Purpose Considerations
Types of Procedures


Conducting a Usability Survey
STRATEGIES for Instructions and Procedures
CHECKLIST for Instructions and Procedures
APPLICATIONS


Summaries

Audience and Purpose of Summaries
Elements of Effective Summaries

Accuracy
Completeness
Conciseness
Nontechnical Style


Writing Summaries Step by Step

Step 1: Read the Original Document
Step 2: Reread and Mark Essential Material
Step 3: Cut and Paste the Key Information
Step 4: Redraft the Information into Your Own Organizational Pattern and Words
Step 5: Edit Your Draft
Step 6: Compare Your Version with the Original Document


Special Types of Summaries

Closing Summaries
Informative Abstracts
Descriptive Abstracts
Executive Summaries


Summarizing Information for Social Media
STRATEGIES for Summaries
CHECKLIST for Summaries
APPLICATIONS


Informal Reports

Two Categories of Reports: Informational and Analytical
Types of Informational Reports

Progress Reports


STRATEGIES for Progress Reports

Periodic Activity Reports
Trip Reports


STRATEGIES for Periodic Activity Reports
STRATEGIES for Trip Reports

Meeting Minutes


STRATEGIES for Meeting Minutes
Types of Analytical Reports

Feasibility Reports


STRATEGIES for Feasibility Reports

Recommendation Reports


STRATEGIES for Recommendation Reports

Peer Review Reports


STRATEGIES for Peer Review Reports
CHECKLIST for Informal Reports
APPLICATIONS


Formal Reports

Audience and Purpose of Formal Reports

Comparative Analysis
Causal Analysis
Feasibility Analysis


Elements of Effective Formal Reports

Accurate, Appropriate, and Clearly Interpreted Data
Clearly Identified Purpose Statement
Understandable Structure
Readable Style
Audience-centered Visuals
User-friendly Design


Parts of Formal Reports

Letter of Transmittal
Front Matter
Text of the Report
End Matter


STRATEGIES for Formal Reports

A Sample Formal Report


CHECKLIST for Formal Reports
APPLICATIONS


Proposals

Audience and Purpose of Proposals
Types of Proposals

Planning Proposals
Research Proposals
Sales Proposals


Organization of Informal and Formal Proposals

Clear Title or Subject Line
Background Information
Statement of Problem or Situation
Description of Solution or Resolution
Costs, Timing, and Qualifications
Conclusion


STRATEGIES for Proposals

A Sample Formal Proposal


CHECKLIST for Proposals
APPLICATIONS



IV. DIGITAL MEDIA AND PRESENTATIONS

Email

Workplace Email

Audience and Purpose of Email
Components and Organization of Email


Types of Workplace Email
STRATEGIES for Choosing and Using Email
Appropriate Style for Workplace Email
STRATEGIES for Email Style and Tone in the Workplace
Copyright and Privacy in Digital Communication
CHECKLIST for Email
APPLICATIONS


Blogs, Wikis, and Web Pages

Blogs

Internal Blogs
External Blogs


Wikis

Internal Wikis
External Wikis


Web Pages
Audience and Purpose of Web Pages
Elements of Effective Web Pages

Structure
Style
Visuals
Design


Web Page Credibility and Privacy Issues
STRATEGIES for Blogs, Wikis, and Web Pages
CHECKLIST for Blogs, Wikis, and Web Pages
APPLICATIONS


Social Media

Considering Audience and Purpose

Audience as Contributor
Personal versus Workplace Uses of Social Media


Social Media in Technical and Workplace Communication

Customer Review Sites
Facebook
Google+
Instagram
LinkedIn and Other Job Sites
Twitter
YouTube
Other Popular Social Media Sites


Credibilty and Legal Issues
STRATEGIES for Social Media
CHECKLIST for Social Media
APPLICATIONS


Oral Presentations and Video Conferencing

Audience and Purpose of Oral Presentations
Types of Oral Presentations

Informative Presentations
Training Presentations
Persuasive Presentations
Action Plan Presentations


Sales Presentations
Parts of Oral Presentations

Introduction


Body

Conclusion


Preparing Oral Presentations

Research and Connect the Topic to Your Audience
Create an Outline or Storyboard
Determine a Delivery Style
Choose Your Technology
Plan the Use of Visuals


STRATEGIES for Preparing Oral Presentations

Practice the Presentation


Using Presentation Software
Video Conferencing
STRATEGIES for Using Presentation Software and Video Conferencing
Delivering Oral Presentations
STRATEGIES for Delivering Oral Presentations
CHECKLIST for Oral Presentations
APPLICATIONS



Appendix A: Documenting Sources

What Is Plagiarism?
Identifying Sources and Information to be Documented
Taking Effective and Accurate Notes
STRATEGIES for Taking Notes
Quoting, Paraphrasing, and Summarizing Properly

Quoting the Work of Others


STRATEGIES for Quoting the Work of Others

Paraphrasing the Work of Others


STRATEGIES for Paraphrasing the Work of Others

Summarizing the Work of Others


STRATEGIES for Summarizing the Work of Others
Documentation: The Key to Avoiding Plagiarism

Why You Should Document
What You Should Document
How You Should Document


MLA Documentation Style

MLA Parenthetical References
MLA Works Cited Entries


APA Documentation Style

APA Parenthetical References
APA Reference Entries


Other Documentation Styles
Recognizing Copyright Issues

Works in the Public Domain
Fair Use
The Difference between Plagiarism and Copyright Infringement



Appendix B: A Brief Handbook

Grammar

Sentence Fragments
Run-on Sentences
Comma Splices
Faulty Agreement–Subject and Verb
Faulty Agreement–Pronoun and Referent
Faulty Coordination and Subordination
Faulty Pronoun Case


Punctuation

Period
Question Mark
Exclamation Point
Semicolon
Colon
Comma
Apostrophe
Quotation Marks
Ellipses
Brackets
Italics
Parentheses
Dashes


Mechanics

Abbreviation
Hyphenation
Capitalization
Numbers and Numerals
Spelling


Usage
Transitions

Use Transitional Expressions
Repeat Key Words and Phrases
Use Forecasting Statements


Lists

Embedded Lists
Vertical Lists



Works Cited Credits Index