Technical Communication: Pearson New International Edition

PART I

COMMUNICATING IN THE WORKPLACE



Chapter 1: INTRODUCTION TO TECHNICAL COMMUNICATION

Learning Objectives for This Chapter

What is Technical Communication?

Technical Communication Is a Digital and a Human Activity

Technical Communication Reaches a Diverse Audience

Technical Communication Is Part of Most Careers

Technical Communicators Play Many Roles

Characteristics of Effective Technical Communication

Purposes of Technical Communication

Types of Technical Communication

Preparing an Effective Technical Document

Case:Providing Information Readers Can Use

Case:Being Persuasive

Case:Considering the Ethical Issues

Case:Working on a Team and Thinking Globally

Consider This:Most Workplace Settings Have a Virtual Component

Projects



Chapter 2: MEETING THE NEEDS OF SPECIFIC AUDIENCES

Learning Objectives for This Chapter

Know What Different Audiences Expect

Analyze Your Document's Audience and Purpose

Assess the Audience's Technical Background

Case:Tailoring a Single Document for Multiple Audiences

Identify the Audiences' Cultural Background

Anticipate Your Audience's Preferences

Guidelinesfor Analyzing Audience and Purpose

Develop an Audience and Use Profile

Case: Developing an Audience and Use Profile

Brainstorm as a Way of Getting Started

Consider This: Failure to Communicate with the Audience Can Have Drastic Consequences

Checklist:Analyzing Audience and Purpose

Projects



Chapter 3: PERSUADING YOUR READERS

Learning Objectives for This Chapter

Identify Your Specific Persuasive Goal

Try to Predict Audience Reaction

Expect Audience Resistance

Know How to Connect with the Audience

Case:Connecting with the Audience

Allow for Give-and-Take

Ask for a Specific Response

Never Ask for Too Much

Recognize All Constraints

Consider This: People Often React Emotionally to Persuasive Appeals

Support Your Claims Convincingly

Consider the Cultural Context

Guidelines for Persuasion

Shaping Your Argument

Checklist: Persuasion

Projects



Chapter 4: WEIGHING THE ETHICAL ISSUES

Learning Objectives for This Chapter

Recognize Unethical Communication in the Workplace

Know the Major Causes of Unethical Communication

Understand the Potential for Communication Abuse

Rely on Critical Thinking for Ethical Decisions

Anticipate Some Hard Choices

Case: A Hard Choice

Never Depend Only on Legal Guidelines

Learn To Recognize Plagiarism

Consider This- Ethical Standards Are Good for Business

Decide Where and How to Report Ethical Abuses

Checklist: Ethical Communication

Guidelines for Ethical Communication

Projects



Chapter 5: TEAMWORK AND GLOBAL CONSIDERATIONS

Learning Objectives for This Chapter

Teamwork and Project Management

Guidelines for Managing a Collaborative Project

Conducting Meetings

Guidelines for Running a Meeting

Sources of Conflict in Collaborative Groups

Managing Group Conflict

Overcoming Difference by Active Listening

Guidelines for Active Listening

Thinking Creatively

Reviewing and Editing Others' Work

Guidelines for Peer Reviewing and Editing

Ethical abuses in Workplace Collaboration

Global Considerations when Working in Teams

Guidelines for Global Team Communication

Checklist: Teamwork and Global Considerations

Projects



Chapter 6: AN OVERVIEW OF THE TECHNICAL WRITING PROCESS

Learning Objectives for This Chapter

Critical Thinking in the Writing Process

A Sample Writing Situation

Make Proofreading Your Final Step

Guidelines for Proofreading

Checklist:Proofreading

Limitations of Writing with Digital Technology

Projects

PART II

THE RESEARCH PROCESS



Chapter 7: THINKING CRITICALLY ABOUT THE RESEARCH PROCESS

Learning Objectives for This Chapter

Asking the Right Questions

Case: Defining and Refining a Research Question

Exploring a Balance of Views

Achieving Adequate Depth in Your Search

Evaluating Your Finding

Interpreting Your Findings

Guidelines for Thinking Critically about Research

Primary versus Secondary Sources

Exploring Secondary Sources

Guidelines for Researching on the Internet

Exploring Primary Sources

Guidelines for Informational Interviews

Guidelines for Surveys

Consider This: Frequently Asked Questions about Copyright

Checklist: Doing Research

Projects



Chapter 8: EVALUATING AND INTERPRETING INFORMATON

Learning Objectives for This Chapter

Evaluate the Sources

Evaluate the Evidence

Interpret Your Findings

Consider This: Standards of Proof Vary for Different Audiences and Cultural

Avoid Distorted or Unethical Reasoning

Acknowledge the Limits of Research

Guidelines for Evaluating and Interpreting Information

Checklist: Evaluating and Interpreting Information

Projects



Chapter 9: SUMMARIZING RESEARCH FINDINGS AND OTHER COMPLEX INFORMATION

Learning Objectives for This Chapter

Audience and Purpose

What Readers Expect from a Summary

Guidelines for Summarizing Information

A Situation Requiring a Summary

Special Types of Summaries

Ethical and Global Considerations in Summarizing Information

Checklist: Summaries

Projects

PART III

ORGANIZATION, STYLE, AND VISUAL DESIGN



Chapter 10: ORGANIZING FOR READERS

Learning Objectives for This Chapter

The Typical Shape of Workplace Documents

Outlining

Guidelines for Outlining

Storyboarding

Paragraphing

Sequencing

Chunking

Producing and Overview

Organizing for Global Audiences

Checklist for Organizing Information

Projects



Chapter 11: EDITING FOR A PROFESSIONAL STYLE AND TONE

Learning Objectives for This Chapter

Editing for Clarity

Editing for Conciseness

Editing for Fluency

Finding the Exact Words

Adjusting Your Tone

Guidelines for Deciding about Tone

Guidelines for Nonsexist Usage

Guidelines for Inoffensive Usage

Considering the Global Context

Legal and Ethical Implications of Word Choice

Using Automated Editing Tools Effectively

Checklist: Style

Projects



Chapter 12: DESIGNING VISUAL INFORMATION

Learning Objectives for This Chapter

Why Visuals Matter

When to Use Visuals

Types of Visuals to Consider

How to Choose the Right Visuals for Your Readers

Tables

Graphs

Guidelines for Creating Tables and Graphs

Charts

Guidelines for Creating Charts

Graphic Illustrations

Guidelines for Creating Graphic Illustrations

Photographs

Guidelines for Using Photographs

Videos

Guidelines for Using Videos

Software and Downloadable Images

Using Color

Guidelines for Incorporating Color

Ethical Considerations

Guidelines for Obtaining and Citing Visual Material

Cultural Considerations

Guidelines for Fitting Visuals with Text

Checklist: Effective Use of Visuals

Projects



Chapter 13: DESIGNING PAGES AND DOCUMENTS

Learning Objectives for This Chapter

Page Design in Workplace Documents

How Page Design Transforms a Document

Design Skills Needed in Today's Workplace

Creating a Design that Works for Your Readers

Guidelines for Shaping the Page

Guidelines for Styling the Words and Letters

Guidelines for Adding Emphasis

Guidelines for Using Headings for Access and Orientation

Audience Considerations in Page Design

Designing Digital Documents

Checklist: Effective Page Design

Projects



PART IV

SPECIFIC DOCUMENTS AND APPLICATIONS



Chapter 14:DESIGNING AND TESTING DOCUMENTS FOR USABILITY

Learning Objectives for This Chapter

Why Usable Design Is Essential

Achieving a Usable Design

Creating a Document Plan

Writing, Testing, and Revising your Document

Guidelines for Preparing a Document and Testing it for Usability

Ethical and Global Issues Affecting Usability

Usability Issues in Online or Multimedia Documents

Checklist: for Usability

Projects



Chapter 15: MEMOS

Learning Objectives for This Chapter

Considering your Audience and Purpose

Memo Parts and Format

Memo Tone

Common Types of Memos

Guidelinesfor Memos

Checklist: Memos

Projects



Chapter 16: EMAIL AND INSTANT MESSAGING

Learning Objectives for This Chapter

Email

Email Style and Tone

Using Visuals with Email

Ethical Issues when Using Email

Global Considerations When Using Email

Guidelinesfor Writing and Using Email

Guidelinesfor Choosing Email versus Paper, Telephone, or Fax

Instant Messaging

Instant Messaging: Considering Audience and Purpose

Guidelinesfor Instant Messaging

Checklistfor Email and Instant Messaging

Projects



Chapter 17: RESUMES AND OTHER JOB-SEARCH MATERIALS

Learning Objectives for This Chapter

Assessing Yours Skills and Aptitudes

Researching the Job Market

Resumes

Considering Your Audience and Purpose

Guidelines for Hard CopyResumes

Guidelinesfor Scannable and Emailed Resumes

Guidelinesfor Online Resumes

Application Letters

Guidelinesfor Application Letters

Consider This: How applicants are Screened for Personal Qualities

Dossiers, Portfolios, and Webfolios

Guidelines Dossiers, Portfolos, and Webfolios

Interviews and Follow up Letters

Guidelinesfor Interviews and Follow-Up Letters

Checklist:Resumes

Checklist: Application Letters

Checklist: Supporting Material

Projects



Chapter 18: TECHNICAL DEFINITIONS

Learning Objectives for This Chapter

Audience and Purpose

Legal, Ethical, Societal, and Global Implications

Types of Definition

Methods for Expanding Definitions

Situations Requiring Definitions

Placement of Definitions in a Document

Guidelinesfor Definitions

Checklistfor Definitions

Projects



Chapter 19: TECHNICAL DESCRIPTIONS, SPECIFICATIONS, AND MARKETING MATERIALS

Learning Objectives for This Chapter

Considering Audience and Purpose

Types of Technical Descriptions

Objectivity in Technical Descriptions

Elements of a Usable Description

An Outline and Model for Product Description

A Situation Requiring Product Description

An Outline for Process Description

A Situation Requiring Process Description

Case:A Process Description for a Nontechnical Audience

Guidelinesfor Descriptions

Specifications

Guidelinesfor Specifications

Technical Marketing Materials

Guidelinesfor Technical Marketing Materials

Checklist: Technical Descriptions

Checklist: Specifications

Checklist: Technical Marketing Materials

Projects



Chapter 20: INSTRUCTIONS AND PROCEDURES

Learning Objectives for This Chapter

Considering Audience and Purpose

Formats for Instructional Documents

Faulty Instructions and Legal Liability

Elements of Effective Instructions

Guidelinesfor Providing Appropriate Detail

Guidelinesfor Designing Instructions

An Outline for Instructions

A Situation Requiring Instructions

Digital and Online Instructions

Video Instructions

Evaluating the Usability of Instructional Documents

Procedures

Checklist:Effective Instructions and Procedures

Projects



Chapter 21 : INFORMAL REPORTS

Learning Objectives for This Chapter

Informational versus Analytical Reports
Progress Reports

Guidelinesfor Progress Reports

Periodic Activity Reports

Guidelinesfor Periodic Activity Reports

Trip Reports

Guidelinesfor Trip Reports

Meeting Minutes

Guidelinesfor Meeting Minutes

Feasibility Reports

Guidelinesfor Feasibility Reports

Recommendation Reports

Guidelinesfor Recommendation Reports

Justification Reports

Guidelines for Justification Reports

Peer Review Reports

Guidelinesfor Peer Review Reports

Checklist:Informal Reports

Projects



Chapter 22: FORMAL ANALYTICAL REPORTS

Learning Objectives for This Chapter

Considering Audience and Purpose

Typical Analytical Problems

Case:The Reasoning Process in Casual Analysis

Case:The Reasoning Process in Comparative Analysis

Case:The Reasoning Process in Feasibility Analysis

Elements of a an Effective Analysis

An Outline and Model for Analytical Reports

Front Matter and End Matter

A Situation Requiring an Analytical Report

Guidelinesfor Reasoning through an Analytical Problem

Checklist: Analytical Reports

Projects



Chapter 23: PROPOSALS

Learning Objectives for This Chapter

Considering Audience and Purpose

The Proposal Process

Case:Submitting a Competitive Proposal

Types of Proposals

Elements of a Persuasive Proposal

An Outline and Model for Proposals

Guidelinesfor Proposals

Situation Requiring a Formal Proposal

Checklist: Usability of Proposals

Projects



Chapter 24: ORAL PRESENTATIONS AND WEBINARS

Learning Objectives for This Chapter

Advantages and Drawbacks of Oral Presentations

Avoiding Presentation Pitfalls

Planning Your Presentation

Preparing Your Presentation

Planning and Creating Your Visuals

Guidelinesfor Readable Visuals

Guidelines for Understandable Visuals

Choosing the Right Technology

Using Presentation Software

Case:PowerPoint and the Space Shuttle ColumbiaDisaster

Guidelines for Using Presentation Software

Delivering Your Presentation

Guidelines for Using Visual Aids

Guidelines forManaging Listener Questions

Guidelines for Delivering Oral Presentations

Consider This: Cross Cultural Audiences May Have Specific Expectations

Webinars and Distance Presentations

Guidelines forWebinars and Distance Presentations

Checklist: Oral Presentations

Projects



Chapter 25: WEB PAGES

Learning Objectives for This Chapter

Considering Audience and Purpose

How Readers Read Web Pages

Writing for the Web

Guidelines for Writing Web Pages

Designing Web Pages

Guidelines for Designing Web Pages

Techniques and Technologies for Creating Web Sites

Global Issues and Web Pages

Guidelines for Addressing Global Audiences

Ethical and Legal Considerations for Web Sites

Checklist: Web Pages

Projects



Chapter 26: BLOGS, WIKIS, AND SOCIAL NETWORKS

Learning Objectives for This Chapter

Considering Audience and Purpose

Using Blogs for Technical Communication

Using Wikis for Technical Communication

Guidelines for Writing and Using Blogs and Wikis

Using Social Networks for Technical Communication

Guidelines for Writing and Using Social Networks

Ethical and Legal Considerations

Consider This: Blogs, Wikis, and Social Networks Change How We Work and Learn

Checklist:Blogs, Wikis, and Social Networks

Projects