Concise Guide to Technical Communication, A

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

• ISBN13: 9780321146151
• ISBN10: 0321146158
• Edition: 2nd
• Format: Paperback
• Copyright: 2004-01-01
• Publisher: Longman

Summary

The book takes a situational approach, emphasizing issues of audience, purpose, and task. In addition, it is the first Technical Communication text which acknowledges that most technical communication today is electronic--whether it be Web sites, CD-ROM help files, or e-mail reports, today's technical communicators work more in the new media than in the old ones.The Concise Guide offers a seamless connection between the new and old worlds of technical communication. Offering a critical look at communication technologies in relation to technical communication, this text is designed for a broad range of undergraduate classes. Includes concise coverage and examples of how to create and design successful technical print and electronic documents including proposals, instructions, specifications, documentation, procedures, reports, and memos. Also includes cutting edge coverage of such issues as ethics, copyright, plagiarism, usability, page design and visual communication.This book is for any professional who wants a concise guide to becoming a better communicator in the technical professions.

Table of Contents

Preface	xxi
Part 1 Technical Communication Techniques and Considerations	1	(182)
chapter 1 An Introduction to Technical Communication	3	(11)
Communicating About Technology	4	(1)
Main Characteristics of Technical Communication	4	(3)
Accessibility	4	(1)
Usability	5	(1)
Relevance	5	(2)
Types of Technical Communication	7	(2)
Technical Communication in the Workplace	9	(1)
Technical Communication in an Electronic Age	9	(1)
Societal Dimensions of Technical Communication	10	(1)
Ethical Dimensions of Technical Communication	11	(1)
REVIEW CHECKLIST	11	(1)
EXERCISES	12	(1)
THE COLLABORATION WINDOW	12	(1)
THE GLOBAL WINDOW	13	(1)
CLICK ON THIS	13	(1)
chapter 2 A World of People and Purposes	14	(17)
People, Purposes, and Communities	15	(6)
Analyzing Your Audience	21	(1)
Analyzing the Communication Purpose	22	(1)
Analyzing the Communication Context	23	(1)
Conducting an Audience/Purpose Interview	24	(1)
More Tools for Understanding Audience	25	(1)
Using Information from Your Analysis	26	(1)
Audiences Are Not Passive	26	(1)
Typical Audiences and Purposes for Technical Communication	27	(1)
REVIEW CHECKLIST	28	(1)
EXERCISES	29	(1)
THE COLLABORATION WINDOW	29	(1)
THE GLOBAL WINDOW	30	(1)
CLICK ON THIS	30	(1)
chapter 3 Designing Usable Information	31	(20)
Usability and Technical Information	32	(1)
Usability-During the Planning Stages	32	(1)
Perform an Audience and Purpose Analysis	32	(1)
Perform a Task Analysis	32	(1)
Develop an Information Plan	33	(1)
Do the Research	33	(1)
Usability-During the Writing and Design Process	33	(4)
Test Early Versions of Your Communication Product	33	(3)
Revise Your Plan and Your Product	36	(1)
Create Documentation That Is Context-Sensitive	36	(1)
Usability-After the Information Is Released	37	(1)
Provide Mechanisms for User Feedback	37	(1)
Plan for the Next Version or Release	38	(1)
Writing and Organizing Information for Usability	38	(9)
Using Appropriate Grammar and Style	38	(5)
Creating an Overview	43	(1)
Chunking Information	44	(1)
Creating Headings	44	(3)
Using the Margins for Commentary	47	(1)
REVIEW CHECKLIST	47	(1)
EXERCISES	48	(1)
THE COLLABORATION WINDOW	49	(1)
THE GLOBAL WINDOW	49	(1)
CLICK ON THIS	50	(1)
chapter 4 Performing Research for Technical Communication	51	(20)
Thinking Critically About Research	52	(1)
Primary Research	52	(3)
Informative Interviews	52	(1)
Surveys and Questionnaires	53	(1)
Public Records and Organizational Publications	54	(1)
Personal Observation and Experiments	55	(1)
Internet Research	55	(6)
Usenet News	56	(1)
Listservs	56	(1)
Electronic Magazines (Zines)	57	(1)
Email Inquiries	57	(1)
The Web	58	(3)
Other Electronic Research Tools	61	(2)
Compact Discs	62	(1)
Online Retrieval Services	62	(1)
Card Catalog	63	(1)
Hard Copy Research	63	(4)
Bibliographies	63	(1)
Encyclopedias	63	(1)
Dictionaries	64	(1)
Handbooks	64	(1)
Almanacs	64	(1)
Directories	64	(1)
Guides to Literature	64	(1)
Indexes	64	(2)
Abstracts	66	(1)
Access Tools for U.S. Government Publications	66	(1)
Microforms	66	(1)
REVIEW CHECKLIST	67	(1)
EXERCISES	67	(1)
THE COLLABORATION WINDOW	68	(1)
THE GLOBALWINDOW	69	(1)
CLICK ON THIS	69	(2)
chapter 5 Technical Communication in a Digital World	71	(17)
Communicating in Digital Space	72	(1)
Technical Communication Principles Still Apply	72	(1)
Designing Information for the New Media	72	(7)
Writing Issues	73	(1)
Design Issues	74	(4)
Technical Issues	78	(1)
Online Documentation and Interface Design	79	(1)
Online Documentation	79	(1)
Interface Design	79	(1)
Corresponding Over the Wires: Email Conventions	80	(3)
Working on the Wires	83	(1)
Presentation Software	83	(1)
REVIEW CHECKLIST	84	(1)
EXERCISES	85	(1)
THE COLLABORATION WINO0W	86	(1)
THE GLOBAL WINDOW	86	(1)
CLICK ON THIS	87	(1)
chapter 6 Ethical Issues in Technical Communication	88	(18)
Ethics, Technology, and Communication	89	(1)
Case Examples of Ethical Issues in Technical Communication	89	(3)
Three Mile Island	89	(1)
The Space Shuttle Challenger	90	(1)
The Pentium III Chip	91	(1)
Types of Ethical Choices	92	(2)
Kant's Categorical Imperative	92	(1)
Utilitarianism	93	(1)
Ethical Relativism	93	(1)
What Is Legal Is Not Always Ethical	94	(2)
Copyright	94	(1)
Plagiarism	95	(1)
Privacy	95	(1)
Additional Ways in Which Actions Can Be Unethical	96	(2)
Yielding to Social Pressure	96	(1)
Mistaking Groupthink for Teamwork	97	(1)
Suppressing Knowledge the Public Needs	97	(1)
Exaggerating Claims About Technology	98	(1)
Exploiting Cultural Differences	98	(1)
Types of Technical Communication Affected by Ethical Issues	98	(3)
Graphics	98	(1)
Web Pages and the Internet	99	(1)
Memos	99	(1)
Instructions	99	(1)
Reports	100	(1)
Proposals	100	(1)
Oral Presentations	100	(1)
Responding to Ethical Situations	101	(2)
REVIEW CHECKLIST	103	(1)
EXERCISES	104	(1)
THE COLLABORATION WINDOW	104	(1)
THE GLOBAL WINDOW	105	(1)
CLICK ON THIS	105	(1)
chapter 7 Copyright and Privacy	106	(17)
Why Technical Communicators Need to Understand Copyright and Privacy	107	(1)
Section One: Copyright	107	(8)
Copyright-An Overview	107	(6)
Copyright Infringement Differs from Plagiarism	108	(1)
Copyright Differs from Patent or Trademark Law	108	(1)
How Individuals and Companies Establish Their Copyright	109	(1)
What Rights a Copyright Holder Can Claim	109	(2)
When You Can and Cannot Use Copyrighted Material	111	(1)
When Your Company Owns the Material	112	(1)
Documenting Your Sources	113	(1)
Electronic Technologies and Copyright	113	(2)
Photocopiers and Scanners	113	(1)
The Web as a Marketplace of Ideas and Information	114	(1)
Using Material from the Internet	114	(1)
Locating Copyright-Free Clip Art	114	(1)
Email and Electronic Messages	115	(1)
CD-ROMs and Multimedia	115	(1)
Section Two: Privacy	115	(8)
Privacy-An overview	115	(1)
Computer Technologies, Privacy, and Technical Communication	116	(4)
Privacy in Cyberspace	116	(3)
Privacy and Documentation	119	(1)
Privacy and Videotapes	119	(1)
REVIEW CHECKLIST	120	(1)
EXERCISES	121	(1)
THE COLLABORATION WINDOW	121	(1)
THE GLOBAL WINDOW	121	(1)
CLICK ON THIS	122	(1)
chapter 8 Page Layout and Document Design	123	(26)
Creating Visually Effective Documents	124	(1)
Typography	124	(6)
Fonts and Families	125	(1)
A Typeface Sends a Message	126	(1)
Certain Fonts Go Together	127	(2)
Choosing a Type Size for Readability	129	(1)
Using Customary Formats for Specific Purposes	129	(1)
Page Layout	130	(7)
How Readers View a Page	130	(1)
Using a Grid Structure	131	(1)
Creating Areas of Emphasis	132	(1)
Using White Space	132	(2)
Using Lists	134	(1)
Using Headings	135	(2)
Creating an Effective Table of Contents and Index	137	(3)
Creating and Using Style Sheets	140	(1)
Organizational Style Guides	140	(1)
Using Word Processing and Page Layout Software	140	(4)
Word Processing and Page Layout Software	144	(1)
Markup Languages	144	(1)
Designing Electronic Documents	144	(2)
Web Pages	145	(1)
Online Help	145	(1)
CD-ROMS	146	(1)
REVIEW CHECKLIST	146	(1)
EXERCISES	147	(1)
THE COLLABORATION WINDOW	147	(1)
THE GLOBAL WINDOW	148	(1)
CLICK ON THIS	148	(1)
chapter 9 Graphics and Visual Information	149	(34)
The Power of the Picture	150	(1)
When to Use Visuals	151	(1)
Different Visuals for Different Audiences	151	(1)
Text into Tables	152	(1)
Numbers into Images	153	(11)
Graphs	156	(3)
Charts	159	(5)
Illustrations	164	(1)
Diagrams	164	(3)
Exploded Diagrams	165	(1)
Cutaway Diagrams	165	(2)
Symbols and Icons	167	(1)
Wordless Instruction	168	(1)
Photographs	168	(1)
Maps	168	(3)
Visualization and Medical Imaging	171	(1)
Software and Web-Based Images	171	(1)
Using Color	172	(2)
Avoiding Visual Noise	174	(1)
Visuals and Ethics	174	(1)
Cultural Considerations	175	(1)
REVIEW CHECKLIST	175	(5)
EXERCISES	180	(1)
THE COLLABORATION WINDOW	181	(1)
THE GLOBAL WINDOW	181	(1)
CLICK ON THIS	182	(1)
Part 2 Technical Communication Situations and Applications	183	(153)
chapter 10 Everyday Communication Situations	185	(33)
Email	186	(3)
The Situation	186	(1)
Audience and Purpose Analysis	186	(1)
Types of Email	186	(1)
Topical Components of Email	187	(1)
Usability Considerations	187	(2)
Memos	189	(4)
The Situation	189	(1)
Audience and Purpose Analysis	190	(1)
Types of Memos	190	(1)
Topical Components of a Memo	190	(2)
Usability Considerations	192	(1)
Letters	193	(9)
The Situation	193	(1)
Audience and Purpose Analysis	193	(1)
Types of Letters	194	(3)
Topical Components of a Letter	197	(1)
Specialized Components of a Letter	198	(2)
Usability Considerations	200	(2)
Short Reports	202	(6)
The Situation	202	(1)
Audience and Purpose Analysis	202	(1)
Types of Short Reports	203	(1)
Topical Components of Short Reports	203	(5)
Usability Considerations	208	(1)
Oral Communication	208	(7)
The Situation	209	(1)
Audience and Purpose Analysis	209	(1)
Types of Oral Presentations	209	(1)
Topical Components of Oral Presentations	210	(3)
Usability Considerations	213	(2)
REVIEW CHECKLIST	215	(1)
EXERCISES	215	(1)
THE COLLABORATION WINDOW	216	(1)
THE GLOBAL WINDOW	217	(1)
CLICK ON THIS	217	(1)
chapter 11 Product-Oriented Communication Situations	218	(31)
Specifications	219	(6)
The Situation	219	(1)
Audience and Purpose Analysis	219	(3)
Types of Specifications	222	(1)
Topical Components of Specifications	222	(2)
Usability Considerations	224	(1)
Brief Instructions	225	(4)
The Situation	225	(1)
Audience and Purpose Analysis	225	(1)
Types of Brief Instructions	225	(2)
Topical Components of Instructions	227	(1)
Usability Considerations	228	(1)
Procedures	229	(5)
The Situation	229	(1)
Audience and Purpose Analysis	229	(1)
Types of Procedures	230	(1)
Topical Components of Procedures	230	(3)
Usability Considerations	233	(1)
Documentation and Manuals	234	(6)
The Situation	234	(1)
Audience and Purpose Analysis	235	(1)
Types of Manuals	235	(1)
Typical Components of Manuals	236	(1)
Usability Considerations	236	(4)
Technical Marketing Material	240	(6)
The Situation	240	(1)
Audience and Purpose Analysis	240	(1)
Types of Technical Marketing Material	241	(1)
Topical Components of Technical Marketing Material	241	(2)
Usability Considerations	243	(3)
REVIEW CHECKLIST	246	(1)
EXERCISES	246	(1)
THE COLLABORATION WINDOW	247	(1)
THE GLOBAL WINDOW	247	(1)
CLICK ON THIS	248	(1)
chapter 12 Complex Communication Situations	249	(46)
Definitions and Descriptions	250	(10)
The Situation	250	(1)
Audience and Purpose Analysis	250	(1)
Types of Definitions and Descriptions	250	(7)
Topical Components of Definitions and Descriptions	257	(1)
Usability Considerations	258	(2)
Long Reports	260	(21)
The Situation	260	(1)
Audience and Purpose Analysis	261	(1)
Types of Long Reports	261	(1)
A General Model for Long Reports	261	(19)
Usability Considerations	280	(1)
Proposals	281	(8)
The Situation	281	(1)
Audience and Purpose Analysis	281	(1)
Types of Proposals	282	(4)
Typical Components of Proposals	286	(1)
Usability Considerations	287	(2)
REVIEW CHECKLIST	289	(1)
EXERCISES	290	(3)
THE COLLABORATION WINDOW	293	(1)
THE GLOBAL WINO0W	294	(1)
CLICK ON THIS	294	(1)
Appendix A Grammar	295	(16)
Punctuation	295	(3)
Lists	298	(2)
Avoiding Sentence Fragments and Run-on Sentences	300	(3)
Usage (Commonly Misused Words)	303	(1)
Subject-Verb and Pronoun-Antecedent Agreement	304	(1)
Faulty Modification	305	(3)
Mechanics	308	(3)
Appendix B Documenting Sources	311	(25)
Quoting the Work of Others	312	(1)
Paraphrasing the Work of Others	312	(1)
What You Should Document	312	(1)
How You Should Document	313	(1)
MLA Documentation Style	313	(13)
MLA Parenthetical References	314	(1)
MLA Works-Cited Entries	315	(10)
MLA Works-Cited Page	325	(1)
APA Documentation Style	326	(10)
APA Parenthetical References	326	(1)
APA Reference List Entries	326	(9)
APA References List	335	(1)
References	336	(3)
Credits	339	(2)
Index	341