Technical Communication

by Pfeiffer, William S.; Adkins, Kaye E

• ISBN13: 9780131198166
• ISBN10: 0131198165
• Edition: 6th
• Format: Paperback
• Copyright: 2010-01-01
• Publisher: Pearson College Div

Summary

The sixth edition of Technical Communication: A Practical Approach stresses one simple principle: You learn to write best by doing as much writing as possible as early as possible. This text offers a wealth of features to help you craft effective correspondence, documents, and presentations, including the following: A focus on both the writing process and the written product, A simple "ABC" pattern for organizing all types of documents, A fictional company, McDuff, Inc., that provides a working world context for writing models and assignments, Easy-to-use, numbered guidelines for writing documents, Annotated writing models conveniently grouped at the ends of chapters, Alphabetized writing "Handbook" in the Appendix for quick reference, Ethics and international coverage and assignments in each chapter Book jacket.

Table of Contents

Process in Technical Communication	2	(36)
Defining Technical Communication	3	(5)
Features of Academic Writing	3	(1)
Features of Technical Communication	4	(4)
Determining the Purpose	8	(4)
Analyzing Your Readers	12	(4)
Obstacles for Readers	12	(1)
Ways to Understand Readers	13	(1)
Types of Readers	14	(2)
Collecting Information	16	(2)
Completing an Outline	18	(4)
Writing Initial Drafts	22	(1)
Revising Drafts	22	(2)
Writing in Groups	24	(5)
Benefits and Drawbacks of Group Writing	24	(1)
Guidelines for Group Writing	25	(4)
Chapter Summary	29	(1)
Learning Portfolio	30	(8)
Communication Challenge--``A Group Project Gone Bad''	30	(2)
Collaboration at Work	32	(1)
Assignments	33	(5)
McDuff, Inc.: Ethics and Globalism in the Workplace	38	(40)
Corporate Culture in the New Century	39	(2)
Elements of a Company's Culture	39	(1)
The Search for Quality	40	(1)
The Global Workplace	41	(4)
Strategies for Understanding Cultures	41	(3)
Strategies for Communicating Internationally	44	(1)
Ethics on the Job	45	(5)
Ethical Guidelines for Work	46	(1)
Ethics and Legal Issues in Writing	47	(3)
Background and Types of Projects	50	(2)
History of McDuff, Inc.	50	(1)
Projects	51	(1)
Corporate and Branch Offices	52	(6)
Headquarters	52	(3)
Branches	55	(3)
Writing at McDuff	58	(1)
Examples of Internal Writing	58	(1)
Examples of External Writing	59	(1)
Chapter Summary	59	(2)
Learning Portfolio	61	(17)
Communication challenge--``McDuff's Moscow Buyout: Global Dilemmas''	61	(2)
Collaboration at Work	63	(1)
Assignments	64	(14)
Organizing Information	78	(26)
Importance of Organization	79	(1)
Three Principles of Organization	80	(4)
ABC Format for Documents	84	(3)
Document Abstract: The ``Big Picture'' for Decision-Makers	84	(1)
Document Body: Details for All Readers	85	(1)
Document Conclusion: Wrap-Up Leading to Next Step	86	(1)
Tips for Organizing Sections and Paragraphs	87	(2)
Document Section	87	(1)
Paragraphs	88	(1)
Chapter Summary	89	(1)
Learning Portfolio	90	(9)
Communication Challenge--``Telecommuting: The Last Frontier?''	90	(3)
Collaboration at Work	93	(1)
Assignments	94	(5)
Models for Good Writing	99	(5)
Model 3--1: ABC format in whole document	99	(2)
Model 3--2: ABC format in document section	101	(1)
Model 3--3: ABC format in paragraphs	102	(2)
Page Design	104	(28)
Guidelines for Page Design	105	(11)
Paper	105	(1)
White Space	106	(3)
Headings	109	(5)
Lists	114	(1)
In-Text Emphasis	115	(1)
Fonts and Color	116	(2)
Size of Type	116	(1)
Font Types	116	(2)
Color	118	(1)
Computers in the Writing Process	118	(4)
Using Computers to Plan	118	(1)
Using Computers to Draft	119	(1)
Using Computers to Revise	119	(2)
Problems to Avoid	121	(1)
Chapter Summary	122	(1)
Learning Portfolio	123	(7)
Communication Challenge--``The St. Paul Style Guide: Trouble in the River City''	123	(2)
Collaboration at Work	125	(1)
Assignments	126	(4)
Models for Good Writing	130	(2)
Model 4--1: Page design in memorandum	130	(2)
Patterns of Organization	132	(42)
Argument	133	(4)
Short Cases from McDuff: Argument	134	(1)
Guidelines for Writing Argument	135	(2)
Example of Argument	137	(1)
Definition	137	(5)
Short Cases from McDuff: Definitions	138	(1)
Guidelines for Writing Definitions	139	(3)
Example of Expanded Definition	142	(1)
Description	142	(4)
Short Cases from McDuff: Descriptions	143	(1)
Guidelines for Writing Descriptions	143	(2)
Examples of Description	145	(1)
Classification/Division	146	(5)
Short Cases from McDuff: Classification/Division	146	(1)
Guidelines for Classification	147	(1)
Example of Classification	148	(1)
Guidelines for Division	149	(1)
Example of Division	150	(1)
Comparison/Contrast	151	(2)
Short Cases from McDuff: Comparison/Contrast	151	(1)
Guidelines for Comparison/Contrast	151	(2)
Example of Comparison/Contrast	153	(1)
Chapter Summary	153	(2)
Learning Portfolio	155	(9)
Communication Challenge--``A Dome Gone South: Argument in Action''	155	(2)
Collaboration at Work	157	(1)
Assignments	158	(6)
Models for Good Writing	164	(10)
Model 5--1: Memo report--example using argument	164	(2)
Model 5--2: Detailed description (with definition included)	166	(2)
Model 5--3: Technical description (with definition included): Bunsen burner	168	(3)
Model 5--4: Part-by-part comparison/contrast: three bulldozers	171	(3)
Process Descriptions and Instructions	174	(34)
Process Descriptions Versus Instructions	175	(2)
Process Descriptions at McDuff	175	(1)
Instructions at McDuff	176	(1)
Guidelines for Process Descriptions	177	(4)
Guidelines for Instructions	181	(5)
Chapter Summary	186	(2)
Learning Portfolio	188	(9)
Communication Challenge--``McDuff's Home of Hope: The Good, the Bad, and the Ugly?''	188	(2)
Collaboration at Work	190	(1)
Assignments	191	(6)
Models for Good Writing	197	(11)
Model 6--1: McDuff process description: electronic mail	197	(1)
Model 6--2: McDuff instructions: electronic mail	198	(2)
Model 6--3: Process description	200	(1)
Model 6--4: A McDuff process description with a flowchart (both-are included in an appendix to a report to a client)	201	(1)
Model 6--5: Instructions for making travel arrangements (McDuff's departed Baltimore travel coordinator left a narrative description of the procedure he followed [original version], which was then reformatted and edited [revised version])	202	(2)
Model 6--6: McDuff memo containing how-to instructions for a phone message recorder (rewritten from manufacturer's difficult-to-follow instructions)	204	(4)
Letters, Memos, and Electronic Communication	208	(46)
General Guidelines for Letters and Memos	209	(5)
Specific Guidelines for Letters and Memos	214	(8)
Positive Letters	215	(1)
Negative Letters	216	(1)
Neutral Letters	217	(2)
Sales Letters	219	(1)
Memoranda	220	(2)
Email	222	(6)
Appropriate Use and Style of Email	222	(1)
ABC Format for Email	223	(1)
Guidelines for Email	224	(4)
Chapter Summary	228	(1)
Learning Portfolio	229	(10)
Communication Challenge--``Ethics and Sales Letters''	229	(2)
Collaboration at Work	231	(1)
Assignments	231	(8)
Models for Good Writing	239	(15)
Model 7--1: McDuff sample letter	239	(1)
Model 7--2: McDuff sample memo	240	(2)
Model 7--3: Block style for letters	242	(1)
Model 7--4: Modified block style (with indented paragraphs) for letters	243	(1)
Model 7--5: Simplified style for letters	244	(1)
Model 7--6: Memo style	245	(1)
Model 7--7: Positive letter in block style	246	(1)
Model 7--8: Negative letter in modified block style (with indented paragraphs)	247	(1)
Model 7--9: Neutral letter (invitation) in block style	248	(1)
Model 7--10: Neutral letter (placing order) in simplified style	249	(1)
Model 7--11: Sales letter in simplified style	250	(1)
Model 7--12: Memorandum: changes in procedures	251	(1)
Model 7--13: Memorandum: changes in benefits	252	(1)
Model 7--14: Simple email message	253	(1)
Informal Reports	254	(38)
When to Use Informal Reports	255	(2)
Letter Reports at McDuff	255	(1)
Memo Reports at McDuff	256	(1)
General Guidelines for Informal Reports	257	(4)
Specific Guidelines for Five Informal Reports	261	(7)
Problem Analyses	261	(1)
Recommendation Reports	262	(2)
Equipment Evaluations	264	(1)
Progress/Periodic Reports	265	(1)
Lab Reports	266	(2)
Chapter Summary	268	(1)
Learning Portfolio	269	(11)
Communication Challenge--``A Nonprofit Job: Good Deed or Questionable Ethics?''	269	(2)
Collaboration at Work	271	(1)
Assignments	271	(9)
Models for Good Writing	280	(12)
Model 8--1: Recommendation report (letter format)	280	(2)
Model 8--2: Equipment evaluation (memo format)	282	(2)
Model 8--3: Problem analysis (memo format)	284	(2)
Model 8--4: Progress report (memo format)	286	(2)
Model 8--5: Periodic report (memo format)	288	(1)
Model 8--6: Lab report (letter format)	289	(3)
Formal Reports	292	(46)
When to Use Formal Reports	293	(2)
Strategy for Organizing Formal Reports	295	(1)
Guidelines for the Eight Parts of Formal Reports	296	(8)
Cover/Title Page	297	(1)
Letter/Memo of Transmittal	297	(1)
Table of Contents	298	(2)
List of Illustrations	300	(1)
Executive Summary	300	(1)
Introduction	301	(1)
Discussion Sections	302	(1)
Conclusions and Recommendations	303	(1)
Formal Report Example	304	(1)
Chapter Summary	304	(1)
Learning Portfolio	305	(8)
Communication Challenge--``The Ethics of Clients Reviewing Report Drafts''	305	(2)
Collaboration at Work	307	(1)
Assignments	308	(5)
Models for Good Writing	313	(25)
Model 9--1: Title page with illustration (see explanation on page 297)	313	(1)
Model 9--2: Letter of transmittal	314	(1)
Model 9--3: Memo of transmittal	315	(1)
Model 9--4: Table of contents (all subheadings included)	316	(1)
Model 9--5: Table of contents (third-level subheadings omitted)	317	(1)
Model 9--6: List of illustrations--formal report	318	(1)
Model 9--7: Executive summary--formal report	319	(1)
Model 9--8: Introduction--formal report	320	(1)
Model 9--9: Formal report	321	(17)
Proposals and Feasibility Studies	338	(66)
Proposals and Feasibility Studies at McDuff	340	(2)
McDuff Proposals	341	(1)
McDuff Feasibility Studies	342	(1)
Guidelines for Informal Proposals	342	(5)
Guidelines for Formal Proposals	347	(5)
Cover/Title Page	347	(1)
Letter/Memo of Transmittal	348	(1)
Table of Contents	349	(1)
List of Illustrations	349	(1)
Executive Summary	349	(1)
Introduction	350	(1)
Discussion Sections	350	(1)
Conclusion	351	(1)
Appendices	351	(1)
Guidelines for Feasibility Studies	352	(2)
Chapter Summary	354	(2)
Learning Portfolio	356	(11)
Communication Challenge--``The Black Forest Proposal: Good Marketing or Bad Business?''	356	(2)
Collaboration at Work	358	(1)
Assignments	359	(8)
Models for Good Writing	367	(37)
Model 10--1: Letter proposal	367	(3)
Model 10--2: Memo proposal	370	(2)
Model 10--3: Formal proposal	372	(9)
Model 10--4: Formal proposal	381	(21)
Model 10--5: Feasibility study (one alternative)	402	(2)
Web Pages and Writing for the Web	404	(32)
Your Role in Developing Web Sites and Content	405	(1)
Planning	406	(3)
Content Development	409	(3)
Content Chunking	409	(1)
Guidelines for Writing Web Content	409	(1)
Adapting Content for the Web	410	(1)
Scripting Languages and Software Authoring Tools	410	(1)
Document Conversion Issues and Common File Formats	411	(1)
Structure	412	(6)
Site Structure and Types	412	(1)
Process of Developing a Structure	413	(3)
Navigation Design	416	(1)
Guidelines for Labeling	416	(2)
Grouping and Arrangement Strategies	418	(1)
Design	418	(6)
Design Conventions and Principles	418	(2)
Finding a Theme and Developing Graphic Content	420	(1)
File Formats and Graphics	421	(1)
Interface Layouts	422	(2)
Usability and Publication	424	(6)
Testing Your Site for Your User Base	425	(1)
Performing Usability Reviews	425	(1)
Quick Usability Checks and System Settings	425	(3)
Accessibility Guidelines	428	(2)
Publishing Your Site	430	(1)
Chapter Summary	430	(1)
Learning Portfolio	431	(5)
Communication Challenge	431	(1)
Collaboration at Work	432	(1)
Assignments	433	(3)
Graphics	436	(50)
Terms in Graphics	437	(1)
Reasons for Using Special Fonts, Color, and Graphics	438	(2)
Using Fonts	440	(3)
Font Types	441	(1)
General Guidelines	441	(2)
Using Color	443	(5)
The Costs and Time of Using Color	444	(1)
Developing a Color Style Sheet	444	(2)
Color Terms	446	(1)
Guidelines for Using Color	447	(1)
General Guidelines for Graphics	448	(2)
Specific Guidelines for Eight Graphics	450	(23)
Tables	450	(3)
Pie Charts	453	(4)
Bar Charts	457	(2)
Line Charts	459	(3)
Schedule Charts	462	(2)
Flowcharts	464	(1)
Organization Charts	465	(3)
Technical Drawings	468	(5)
Misuse of Graphics	473	(5)
Description of the Problem	473	(1)
Examples of Distorted Graphics	474	(4)
Chapter Summary	478	(1)
Learning Portfolio	479	(7)
Communication Challenge--``Massaging McDuff's Annual Report''	479	(2)
Collaboration at Work	481	(1)
Assignments	482	(4)
Oral Communication	486	(28)
Presentations and Your Career	487	(1)
Guidelines for Preparation and Delivery	488	(6)
Guidelines for Presentation Graphics	494	(3)
Overcoming Nervousness	497	(3)
Why Do We Fear Presentations?	497	(1)
A Strategy for Staying Calm	498	(2)
Example of McDuff Oral Presentation	500	(4)
Running Effective Meetings	504	(3)
Common Problems with Meetings	505	(1)
Guidelines for Good Meetings	505	(2)
Chapter Summary	507	(2)
Learning Portfolio	509	(5)
Communication Challenge--``Ethics and the Technical Presentation''	509	(1)
Collaboration at Work	510	(1)
Assignments	511	(3)
Technical Research	514	(56)
Getting Started	515	(2)
Searching Online Catalogs	517	(8)
Searching in the Library	525	(8)
Library Services	525	(1)
Library Resources	525	(8)
Searching the Web	533	(5)
Fundamentals of Web Searching	533	(1)
Web Search Options	534	(4)
Using Questionnaires and Interviews	538	(6)
Questionnaires	539	(3)
Interviews	542	(2)
Using Borrowed Information Correctly	544	(5)
Avoiding Plagiarism	544	(1)
Following the Research Process	545	(4)
Selecting and Following a Documentation System	549	(1)
Varieties of Documentation	549	(1)
Writing Research Abstracts	550	(6)
Types of Abstracts	550	(4)
Guidelines for Writing Research Abstracts	554	(2)
Chapter Summary	556	(1)
Learning Portfolio	557	(5)
Communication Challenge--``To Cite or Not to Cite''	557	(1)
Collaboration at Work	558	(1)
Assignments	559	(3)
Models for Good Writing	562	(8)
Model 14--1: Memo report citing research--APA Style	562	(8)
The Job Search	570	(36)
Researching Occupations and Companies	571	(3)
Job Correspondence	574	(6)
Job Letters	574	(2)
Resumes	576	(4)
Job Interviews	580	(4)
Preparation	580	(2)
Performance	582	(1)
Follow-Up Letters	583	(1)
Negotiating	584	(4)
Chapter Summary	588	(1)
Learning Portfolio	589	(6)
Communication Challenge--``20-Something--Have Degree, Won't Travel''	589	(2)
Collaboration at Work	591	(1)
Assignments	592	(3)
Models for Good Writing	595	(11)
Model 15--1: Job Letter (modified block) and chronological resume	595	(2)
Model 15--2: Job letter (block style) and chronological resume	597	(2)
Model 15--3: Job letter (modified block) and functional resume	599	(2)
Model 15--4: Job letter (modified block) and functional resume	601	(2)
Model 15--5: Combined resume	603	(1)
Model 15--6: Combined resume	604	(1)
Model 15--7: Resume with graphics--not effective for computer scanning	605	(1)
Style in Technical Writing	606	(25)
Overview of Style	607	(1)
Definition of Style	607	(1)
Importance of Tone	607	(1)
Writing Clear Sentences	608	(2)
Sentence Terms	608	(1)
Guidelines for Sentence Style	609	(1)
Being Concise	610	(4)
Being Accurate in Wording	614	(1)
Using the Active Voice	615	(2)
What Do Active and Passive Mean?	615	(1)
When Should Actives and Passives Be Used?	616	(1)
Using Nonsexist Language	617	(2)
Sexism and Language	617	(1)
Techniques for Nonsexist Language	617	(2)
Chapter Summary	619	(2)
Learning Portfolio	621	(10)
Communication Challenge--``An Editorial Adjustment''	621	(2)
Collaboration at Work	623	(1)
Assignments	624	(7)
Appendix: Handbook	631	(46)
Index	677