A Concise Guide to Technical Communication

by Gurak, Laura J.; Lannon, John M.

• ISBN13: 9780321391681
• ISBN10: 0321391683
• Edition: 3rd
• Format: Paperback
• Copyright: 2006-07-20
• Publisher: Pearson

Summary

A Concise Guide to Technical Communicationtakes a situational approach, emphasizing issues of audience and purpose for any technical communication task. The first text of its kind to acknowledge that most technical communication today takes place electronically, thisConcise Guideoffers a seamless connection between the new and old worlds of technical communication.

Table of Contents

Preface	xix
Part One Technical Comunnication Techniques and Considerations
CHAPTER 1 An Introduction to Technical Communication	3	(13)
Communicating About Technology	4	(1)
Main Characteristics of Technical Communication	4	(3)
Accessibility	4	(1)
Usability	5	(1)
Relevance	5	(2)
Types of Communication	7	(2)
Technical Communication in the Workplace	9	(1)
Teamwork, Virtual Teams, and Project management	9	(3)
Teamwork: How to Manage a Collaborative Project	10	(1)
Tools: How to Use Digital Technology to the Best Advantage of the Team	11	(1)
Societal Dimensions of Technical Communication	12	(1)
Ethical Dimensions of Technical Communication	12	(1)
CHECKLIST FOR QUALITY IN TECHNICAL COMMUNICATION	13	(1)
EXERCISES	13	(1)
THE COLLABORATION WINDOW	14	(1)
THE GLOBAL WINDOW	14	(2)
CHAPTER 2 A World of People and Purposes	16	(18)
People, Purposes, and Communities	17	(4)
Identify Discourse Communities	17	(2)
Provide Information Your Audience Needs	19	(1)
Define Your Primary and Secondary Purposes	19	(2)
Analyzing Your Audience	21	(3)
Analyzing the Communication Purpose	24	(1)
Analyzing the Communication Context	25	(1)
Conducting an Audience-Purpose Interview	26	(1)
More Tools for Understanding Audience	27	(1)
Using Information from Your Analysis	28	(1)
Recognizing That Audiences Are Not Passive	29	(1)
Typical Audiences and Purposes for Technical Communication	29	(2)
CHECKLIST FOR ANALYZING AUDIENCE, PURPOSE, AND CONTEXT	30	(1)
EXERCISES	31	(1)
THE COLLABORATION WINDOW	32	(1)
THE GLOBAL WINDOW	33	(1)
CHAPTER 3 Designing Usable Information	34	(21)
Usability and Technical Information	35	(1)
Usability During the Planning Stages	35	(2)
Perform an Audience and Purpose Analysis	35	(1)
Perform a Task Analysis	35	(2)
Develop an Information Plan	37	(1)
Do the Research	37	(1)
Usability During the Writing and Design Process	37	(3)
Test Early Versions of Your Communication Product	37	(2)
Revise Your Plan and Your Product	39	(1)
Create Documentation That Is Context-Sensitive	39	(1)
Usability After the Information Is Released	40	(1)
Provide Mechanisms for User Feedback	40	(1)
Plan for the Next Version or Release	41	(1)
Writing and Organizing Information for Usability	41	(8)
Using Appropriate Grammar and Style	41	(5)
Creating an Overview	46	(1)
Chunking Information	47	(1)
Creating Headings	47	(2)
Using the Margins for Commentary	49	(1)
Proofreading Your Final Draft	49	(3)
CHECKLIST FOR DESIGNING USABLE INFORMATION	51	(1)
EXERCISES	52	(1)
THE COLLABORATION WINDOW	53	(1)
THE GLOBAL WINDOW	53	(2)
CHAPTER 4 Conducting Research for Technical Communication	55	(21)
Thinking Critically About Research	56	(1)
Primary Research	56	(3)
Informative Interviews	56	(1)
Surveys and Questionnaires	57	(1)
Public Records and Organizational Publications	58	(1)
Personal Observation and Experiments	59	(1)
Internet and Digital Research	59	(7)
Online News Sites and Magazines	60	(1)
Government Research Sites and Other Government Documents	60	(1)
Community Discussion Groups and Bulletin Boards	60	(1)
Blogs and Wikis	61	(1)
Email Lists	61	(1)
Library Databases That Are Searchable via the Internet	61	(1)
Other Web Sites	62	(1)
Evaluating Sources from the Web	62	(3)
Managing Your Information	65	(1)
Other Electronic Research Tools	66	(1)
Compact Discs	66	(1)
Online Retrieval Services	66	(1)
Card Catalog	67	(1)
Hard Copy Research	67	(6)
Bibliographies	67	(1)
Encyclopedias	68	(1)
Dictionaries	68	(1)
Handbooks	68	(1)
Almanacs	68	(1)
Directories	68	(1)
Guides to Literature	68	(1)
Indexes	69	(1)
Abstracts	70	(1)
Access Tools for U.S. Government Publications	70	(1)
Microforms	71	(6)
CHECKLIST FOR RESEARCH	72	(1)
EXERCISES	73	(1)
THE COLLABORATION WINDOW	74	(1)
THE GLOBAL WINDOW	74	(2)
CHAPTER 5 Technical Communication in a Digital World	76	(19)
Communicating in Digital Space	77	(1)
Designing Information for the New Media	77	(4)
Writing Issues	77	(2)
Design Issues	79	(2)
Technical Issues	81	(1)
Online Documentation and Interface Design	81	(4)
Online Documentation	82	(2)
Interface Design	84	(1)
Corresponding Over the Wires: Email, Blogs, and Instant Messaging	85	(7)
Email	86	(3)
Blogs	89	(1)
Instant Messaging	90	(6)
CHECKLIST FOR DIGITAL COMMUNICATION	91	(1)
EXERCISES	92	(1)
THE COLLABORATION WINDOW	93	(1)
THE GLOBAL WINDOW	94	(1)
CHAPTER 6 Ethical Issues in Technical Communication	95	(18)
Ethics, Technology, and Communication	96	(1)
Examples of Ethical Issues in Technical Communication	96	(3)
Three Mile Island	96	(1)
The Space Shuttle Challenger	97	(1)
The Pentium III Chip	98	(1)
Types of Ethical Choices	99	(1)
Legal Versus Ethical	100	(3)
Copyright	101	(1)
Plagiarism	102	(1)
Privacy	102	(1)
Additional Ways in Which Actions Can Be Unethical	103	(2)
Yielding to Social Pressure	103	(1)
Mistaking Groupthink for Teamwork	104	(1)
Suppressing Knowledge the Public Needs	104	(1)
Exaggerating Claims About Technology	105	(1)
Exploiting Cultural Differences	105	(1)
Types of Technical Communication Affected by Ethical Issues	105	(3)
Graphics	105	(2)
Web Pages and the Internet	107	(1)
Memos	107	(1)
Instructions	107	(1)
Reports	107	(1)
Proposals	108	(1)
Oral Presentations	108	(1)
Responding to Ethical Situations	108	(2)
CHECKLIST FOR ETHICAL COMMUNICATION	110	(1)
EXERCISES	110	(1)
THE COLLABORATION WINDOW	111	(1)
THE GLOBAL WINDOW	112	(1)
CHAPTER 7 Copyright and Privacy	113	(17)
Why Technical Communicators Need to Understand Copyright and Privacy	114	(1)
Section One: Copyright	114	(8)
Copyright-An Overview	114	(5)
How Copyright Infringement Differs from Plagiarism	115	(1)
How Copyright Law Differs from Patent or Trademark Law	115	(1)
How Individuals and Companies Establish Copyright	116	(1)
What Rights a Copyright Holder Can Claim	116	(1)
When You Can and Cannot Use Copyrighted Material	116	(3)
When Your Company Owns the Material	119	(1)
Documenting Your Sources	119	(1)
Electronic Technologies and Copyright	120	(2)
Photocopiers and Scanners	120	(1)
The Web as a Marketplace of Ideas and Information	120	(1)
Using Material from the Internet	121	(1)
Locating Copyright-Free Clip Art	121	(1)
Email and Electronic Messages	122	(1)
CD-ROMs and Multimedia	122	(1)
Section Two: Privacy	122	(6)
Privacy—An Overview	122	(1)
Computer Technologies, Privacy, and Technical Communication	123	(8)
Privacy in Cyberspace	123	(1)
Shopping Online	123	(4)
Privacy and Documentation	127	(1)
Privacy and Videotapes	127	(1)
CHECKLIST FOR COPYRIGHT AND PRIVACY	127	(1)
EXERCISES	128	(1)
THE COLLABORATION WINDOW	129	(1)
THE GLOBAL WINDOW	129	(1)
CHAPTER 8 Page Layout and Document Design	130	(24)
Creating Visually Effective Documents	131	(3)
How Page Design Transforms a Document	131	(1)
How Readers View a Page	131	(3)
Electronic Pages	134	(1)
Formatting the Page Effectively	134	(7)
Using a Grid Structure	135	(1)
Creating Areas of Emphasis Using White Space	135	(2)
Using Lists	137	(1)
Using Headings	138	(3)
Using Typography Effectively	141	(2)
Selecting Fonts	141	(1)
Combining Fonts	142	(1)
Choosing Fonts for Readability	143	(1)
Providing Effective Search Options	143	(3)
Table of Contents, Index	143	(1)
Running Heads and Feet	144	(1)
Electronic Searching	144	(2)
Designing Electronic Documents	146	(3)
Web Pages	146	(1)
Online Help	147	(1)
Adobe Acrobat and PDF Files	148	(1)
CDs and Other Media	148	(1)
Creating and Using Style Sheets and Tools	149	(3)
Organizational Style Guides and Style Sheets	150	(1)
Style Tools Using Word-Processing and Page Layout Software	150	(1)
Style Tools Using CSS and HTML for Web Pages	150	(9)
CHECKLIST FOR PAGE LAYOUT AND DOCUMENT DESIGN	151	(1)
EXERCISES	152	(1)
THE COLLABORATION WINDOW	152	(1)
THE GLOBAL WINDOW	153	(1)
CHAPTER 9 Graphics and Visual Information	154	(29)
The Power of the Picture	155	(1)
When to Use Visuals	155	(1)
Different Visuals for Different Audiences	156	(3)
Numbers into Images	159	(8)
Graphs	159	(4)
Charts	163	(4)
Illustrations	167	(2)
Diagrams	169	(2)
Exploded Diagrams	169	(1)
Cutaway Diagrams	170	(1)
Symbols and Icons	171	(1)
Wordless Instruction	172	(1)
Photographs	172	(1)
Maps	172	(3)
Visualization and Medical Imaging	175	(1)
Software and Web-Based Images	175	(1)
Using Color	176	(2)
Avoiding Visual Noise	178	(1)
Visuals and Ethics	178	(1)
Cultural Considerations	179	(1)
CHECKLIST FOR VISUAL COMMUNICATION	180	(1)
EXERCISES	180	(1)
THE COLLABORATION WINDOW	181	(1)
THE GLOBAL WINDOW	181	(2)
Part Two Technical Communication Situations and Applications	183	(112)
CHAPTER 10 Everyday Communication Situations	185	(40)
Email	186	(3)
Audience and Purpose Analysis	186	(1)
Types of Email	186	(1)
Typical Components of Email	187	(1)
Usability Considerations	188	(1)
CHECKLIST FOR EMAIL	189	(1)
Memos	189	(4)
Audience and Purpose Analysis	190	(1)
Types of Memos	190	(1)
Typical Components of a Memo	190	(2)
Usability Considerations	192	(1)
Letters	193	(9)
Audience and Purpose Analysis	193	(1)
Types of Letters	194	(2)
Typical Components of a Letter	196	(2)
Specialized Components of a Letter	198	(2)
Usability Considerations	200	(2)
CHECKLIST FOR LETTERS	202	(1)
Résumés	202	(5)
Audience and Purpose Analysis	203	(1)
Typical Components of a Résumé	203	(1)
Organization of a Résumé	204	(1)
Online Resume Services	204	(1)
New Types of Résumés	204	(3)
CHECKLIST FOR RÉSUMÉS	207	(1)
Short Reports	207	(8)
Audience and Purpose Analysis	208	(1)
Types of Short Reports	208	(3)
Typical Components of Short Reports	211	(1)
Usability Considerations	211	(4)
CHECKLIST FOR MEMOS AND SHORT REPORTS	214	(1)
Oral Communication	215	(8)
Audience and Purpose Analysis	215	(1)
Types of Oral Presentations	216	(1)
Typical Components of Oral Presentations	217	(3)
Usability Considerations	220	(6)
CHECKLIST FOR ORAL PRESENTATIONS	222	(1)
EXERCISES	223	(1)
THE COLLABORATION WINDOW	224	(1)
THE GLOBAL WINDOW	224	(1)
CHAPTER 11 Product-Oriented Communication Situations	225	(31)
Specifications	226	(6)
Audience and Purpose Analysis	226	(3)
Types of Specifications	229	(1)
Typical Components of Specifications	229	(2)
Usability Considerations	231	(1)
CHECKLIST FOR SPECIFICATIONS	232	(1)
Brief Instructions	232	(4)
Audience and Purpose Analysis	232	(1)
Types of Brief Instructions	232	(3)
Typical Components of Instructions	235	(1)
Usability Considerations	235	(1)
Audience and Purpose Analysis	236	(1)
Procedures	236	(5)
Types of Procedures	237	(1)
Typical Components of Procedures	237	(3)
Usability Considerations	240	(1)
Documentation and Manuals	241	(7)
Audience and Purpose Analysis	242	(1)
Types of Manuals	243	(1)
Typical Components of Manuals	243	(2)
Usability Considerations	245	(3)
CHECKLIST FOR INSTRUCTIONS, PROCEDURES, AND MANUALS	247	(1)
Technical Marketing Material	248	(5)
Audience and Purpose Analysis	248	(1)
Types of Technical Marketing Material	248	(2)
Typical Components of Technical Marketing Material	250	(1)
Usability Considerations	250	(7)
CHECKLIST FOR TECHNICAL MARKETING MATERIAL	253	(1)
EXERCISES	253	(1)
THE COLLABORATION WINDOW	254	(1)
THE GLOBAL WINDOW	254	(2)
CHAPTER 12 Complex Communication Situations	256	(39)
Definitions and Descriptions	257	(10)
Audience and Purpose Analysis	257	(1)
Types of Definitions and Descriptions	257	(7)
Typical Components of Definitions and Descriptions	264	(1)
Usability Considerations	265	(2)
CHECKLIST FOR DEFINITIONS AND DESCRIPTIONS	267	(1)
Long Reports	267	(15)
Audience and Purpose Analysis	268	(1)
Types of Long Reports	268	(1)
A General Model for Long Reports	269	(2)
Front Matter and End Matter in Long Reports	271	(2)
Usability Considerations	273	(9)
CHECKLIST FOR LONG REPORTS	282	(1)
Proposals	282	(9)
Audience and Purpose Analysis	282	(1)
Types of Proposals	283	(4)
Typical Components of Proposals	287	(2)
Usability Considerations	289	(2)
CHECKLIST FOR PROPOSALS	290	(1)
EXERCISES	291	(3)
THE COLLABORATION WINDOW	294	(1)
THE GLOBAL WINDOW	294	(1)
APPENDIX A Grammar	295	(16)
Punctuation	296	(2)
Lists	298	(2)
Embedded Lists	298	(1)
Vertical Lists	298	(2)
Avoiding Sentence Fragments and Run-On Sentences	300	(2)
Avoiding Sentence Fragments	300	(1)
Avoiding Run-On Sentences	301	(1)
Usage (Commonly Misused Words)	302	(2)
Subject-Verb and Pronoun-Antecedent Agreement	304	(1)
Faulty Modification	305	(3)
Parallel Structure	306	(1)
Transitions Within and Between Paragraphs	307	(1)
Mechanics	308	(3)
Abbreviations	308	(1)
Hyphenation	309	(1)
Capitalization	309	(1)
Use of Numbers	310	(1)
Spelling	310	(1)
APPENDIX B Documenting Sources	311	(28)
Quoting the Words of Others	312	(1)
Paraphrasing the Words of Others	312	(1)
What You Should Document	312	(1)
How You Should Document	313	(1)
MLA Documentation Style	313	(12)
MLA Parenthetical References	314	(1)
MLA Works Cited Entries	315	(10)
MLA Works Cited Page	325	(1)
APA Documentation Style	325	(10)
APA Parenthetical References	326	(1)
APA References Entries	327	(8)
APA References List	335	(1)
CSE and Other Numbered Documentation Styles	335	(4)
CSE Numbered Citations	336	(1)
CSE References Entries	336	(3)
References	339	(4)
Credits	343	(2)
Index	345