Technical Communication

by Burnett, E.

• ISBN13: 9781413001891
• ISBN10: 1413001890
• Edition: 6th
• Format: Paperback
• Copyright: 2004-07-30
• Publisher: Cengage Learning

Summary

Containing a consistent rhetorical focus, numerous helpful examples and figures with annotations, and a strong organization and layout, TECHNICAL COMMUNICATION offers a contextual design and an emphasis on Global Communication and Usability Testing.

Author Biography

Rebecca E. Burnett is Professor of Rhetoric and Professional Communication as well as Director of Advanced Writing at Iowa State University

Table of Contents

Preface	xv
Acknowledgments	xx
PART I Communicating in the Workplace
1. Characterizing Workplace Communication	3	(34)
Objectives and Outcomes	3	(1)
Importance of Effective Communication	4	(1)
Defining Technical Communication	5	(4)
Contexts for Constructing Meaning	9	(4)
Genre in Technical Communication	9	(1)
Communities	10	(1)
Technology in Technical Communication	11	(1)
Ethics in Technical Communication	12	(1)
Ethics Sidebar: Public vs. Private: Ethics and the Technical Professional	12	(1)
Accessibility, Comprehensibility, and Usability	13	(2)
Communication in the Workplace	15	(11)
Providing Information	16	(2)
Identifying Problems	18	(2)
Reporting Progress	20	(2)
Managing Web Resources	22	(2)
Directing Action	24	(2)
Constraints that Communicators Encounter	26	(2)
Time Constraints	26	(1)
Subject and Format Constraints	26	(1)
Audience Constraints	26	(1)
Collaboration as a Constraint	26	(1)
Constraints in Data Collection	27	(1)
Constraints in Technology	27	(1)
Constraints Caused by Noise	27	(1)
Individual and Collaborative Assignments	28	(9)
2. Understanding Culture and the Workplace	37	(40)
Objectives and Outcomes	37	(1)
Noticing Culture in the Workplace	38	(3)
What's Normal?	40	(1)
Cultural Blindness	40	(1)
Defining Culture	40	(1)
Understanding the Importance of Culture	41	(11)
Globalization and Localization	42	(2)
Ethics Sidebar: Minimizing Cultural Bias in International Web Sites	44	(7)
Cultural Values	51	(1)
Analyzing Culture	52	(13)
National Culture	52	(6)
Organizational Cultures	58	(2)
Gansu Province Project in the People's Republic of China	60	(2)
Individuals and Their Culture	62	(3)
Increase Cultural Awareness	65	(3)
Individual and Collaborative Assignments	68	(9)
3. Reading Technical Information	77	(34)
Objectives and Outcomes	77	(1)
Identifying Purposes	78	(1)
Reading-Writing Relationships	79	(2)
Strategies for Effective Reading	81	(23)
Skim, Scan, and Predict	81	(3)
Identify Structure and Hierarchy	84	(5)
Determine the Main Points	89	(2)
Draw Inferences	91	(1)
Generate Questions and Examples	92	(2)
Ethics Sidebar: "It's only a report": Ethics and Context	94	(1)
Monitor and Adapt Reading Strategies	95	(9)
Individual and Collaborative Assignments	104	(7)
4. Addressing Audiences	111	(32)
Objectives and Outcomes	111	(1)
Identifying Purposes	112	(1)
Identifying Audiences	113	(3)
Analyzing Audiences	116	(11)
Context	117	(2)
Purpose and Motivation	119	(1)
Prior Knowledge	120	(1)
Reading Level	121	(5)
Organizational Role	126	(1)
Adjusting to Audiences	127	(6)
Differences in Expertise	127	(2)
Differences in Role and Stances	129	(3)
Ethics Sidebar: "Their approaches are culturally insensitive": Ethics and Public Policies	132	(1)
Individual and Collaborative Assignments	133	(10)
5. Collaborating in the Workplace	143	(40)
Objectives and Outcomes	143	(2)
Reasons to Collaborate ... or Not	145	(6)
Subject	146	(1)
Process	146	(1)
Product	147	(2)
Benefits	149	(1)
Reasons Collaboration is a Problem	150	(1)
Types of Collaboration	151	(2)
Coauthoring	151	(1)
Consulting with Colleagues	152	(1)
Contributing to Team Projects	153	(1)
Being a Good Collaborator	153	(11)
Self-Assess	154	(1)
Be Engaged and Cooperative	154	(1)
Listen	155	(3)
Conform to Conversation Conventions	158	(1)
Ask Questions	159	(1)
Share	159	(2)
Use Technology Effectively	161	(3)
Reflect	164	(1)
Negotiating Conflicts	164	(10)
Affective Conflicts	166	(1)
Procedural Conflicts	167	(2)
Ethics Sidebar: "They were there to grasp all the credit for themselves": Ethics and the Culture of Credit	169	(1)
Substantive Conflicts	170	(3)
Cultural Differences and Expectations	173	(1)
Individual and Collaborative Assignments	174	(9)
PART II Managing Critical Processes	183	(160)
6. Locating and Using Information	185	(42)
Objectives and Outcomes	185	(2)
Locating Primary and Secondary Sources	187	(3)
Ethics Sidebar: On-the-Job Pressures: Ethics and Technology in the Workplace	189	(1)
Finding Information Using Electronic Resources	190	(12)
Finding Electronic Resources	191	(7)
Searching Electronic Resources	198	(4)
Finding Information Using Other Resources	202	(10)
Internal Records	202	(1)
Corporate Libraries	202	(1)
Personal Observations	203	(3)
Interviews and Letters of Inquiry	206	(4)
Surveys and Polls	210	(2)
Using Sources Ethically	212	(6)
Assessing Credibility	212	(1)
Avoiding Plagiarism	213	(3)
Avoiding Unintentional Plagiarism	216	(2)
Individual and Collaborative Assignments	218	(9)
7. Planning and Drafting	227	(34)
Objectives and Outcomes	227	(1)
Differences Between Writing Processes	228	(2)
Inventing and Exploring	230	(4)
Problem-Solving Processes	231	(1)
Problem-Solving Strategies	231	(3)
Planning and Organizing	234	(20)
Types of Expert Planning	234	(1)
Project Planning	235	(2)
Considering Rhetorical Elements	237	(2)
Ethics Sidebar: "Is the communication honest?": Ethics and the Writing Process	239	(1)
Assessing the Logic	240	(5)
Drafting	245	(1)
Selecting Person	245	(1)
Verb Mood	246	(1)
Selecting Active or Passive Voice	247	(1)
Using Plain Language	248	(3)
Avoiding Density	251	(2)
Using Given-New Analysis	253	(1)
Individual and Collaborative Assignments	254	(7)
8. Revising and Editing	261	(44)
Objectives and Outcomes	261	(3)
Revising	264	(7)
The Revision Process	264	(2)
Redesigning Documents	266	(1)
Revision Strategies	266	(5)
Editing	271	(13)
Levels of Edit	271	(1)
Readability Formulas Don't Do What Their Name Claims	272	(4)
Common Copyediting Problems	276	(6)
Ethics Sidebar: Author, Audience, and Company: Ethics and Technical Editing	282	(2)
Proofreading	284	(1)
Examining Revision and Editing Decisions	284	(17)
Individual and Collaborative Assignments	301	(4)
9. Ensuring Usability	305	(38)
Objectives and Outcomes	305	(1)
Characterizing Usability	306	(4)
Definition of Usability	308	(1)
Critical Principles	308	(2)
Characterizing Usability Testing	310	(3)
Definition of Usability Testing	310	(1)
Limitations	311	(1)
Benefits	312	(1)
Types of Usability Testing	313	(7)
Text-Based Testing	314	(2)
Expert-Based Testing	316	(1)
User-Based Testing	317	(3)
Conducting Usability Testing	320	(11)
Creating a Usability Testing Plan	320	(2)
Analyzing Users and Tasks	322	(2)
Implementing the Test Plan	324	(4)
Reporting Test Results	328	(3)
Ensuring Accessibility	331	(9)
Principles of Accessibility	332	(1)
Accessibility and Electronic Communication	333	(2)
Ethics Sidebar: "What You Say!"	335	(2)
Accessibility and Government Regulations	337	(1)
Accessibility and Attitude	338	(2)
Individual and Collaborative Assignments	340	(3)
PART III Shaping Information	343	(172)
10. Organizing Information	345	(32)
Objectives and Outcomes	345	(1)
Transforming Information into Knowledge	346	(2)
Developing the Organization for Information	348	(8)
Outlines	348	(3)
Storyboards	351	(3)
Tables and Spreadsheets for Organizing Information	354	(2)
Implementing the Organization of Information	356	(15)
Alphabetical Order, Numeric Order, and Continuums	356	(1)
Topic Sentences and Transitions to Signal Organizations	357	(3)
Whole/Parts Organization	360	(1)
Chronological Order	361	(2)
Spatial Order	363	(1)
Ascending/Descending Order	364	(2)
Comparison/Contrast	366	(1)
Cause and Effect	367	(4)
Using Organization	371	(1)
Ethics Sidebar: "Is This Ethical?": Ethics and Document Design	371	(1)
Individual and Collaborative Assignments	372	(5)
11. Designing Information	377	(32)
Outcomes and Objectives	377	(2)
Chunking and Labeling Information	379	(11)
Principles of Design in Action	380	(4)
White Space to Chunk Information	384	(5)
Headings to Label Chunked Information	389	(1)
Arranging Related Chunks of Verbal and Visual Information	390	(5)
Using Design Conventions	390	(1)
Avoiding Problems in Arranging Information	391	(3)
Ethics Sidebar: "A Wound to the Hand": Ethics and Document Design	394	(1)
Emphasizing Information	395	(8)
Typefaces	395	(5)
Typographic Devices	400	(3)
Individual and Collaborative Assignments	403	(6)
12. Using Visual Forms	409	(58)
Objectives and Outcomes	409	(3)
Ethics Sidebar: "With no sacrifice to truth": Ethics and Visuals	411	(1)
Incorporating Visuals	412	(5)
Visual/Verbal Combinations	412	(3)
Adapting Visuals to Audiences	415	(1)
Conventions in Referencing and Placing Visuals	415	(2)
Visual Functions	417	(30)
Function 1: Provide Immediate Visual Recognition	418	(1)
Function 2: Organize Numeric or Textual Data	419	(2)
Function 3: Show Relationships	421	(9)
Function 4: Define Concepts, Objects, and Processes	430	(3)
Function 5: Present Action or Process	433	(3)
Function 6: Illustrate Appearance, Structure, or Function	436	(5)
Function 7: Identify Facilities or Locations	441	(6)
Conventions in Use of Color	447	(10)
Cautions against Misuse of Color	447	(1)
Suggestions for Appropriate Use of Color	447	(9)
Color in Designing Electronic Documents	456	(1)
Individual and Collaborative Assignments	457	(10)
13. Designing Electronic Communication	467	(48)
Objectives and Outcomes	467	(1)
Characterizing Electronic Communication	468	(10)
Types of Electronic Communication	469	(2)
Ethics Sidebar: We Know Who You Are and Where You've Been	471	(1)
Web Sites and Web-Enabled Environments	472	(3)
Audiences and Electronic Communication	475	(3)
Principles and Practices of Effective Design	478	(20)
Information Architecture	479	(8)
Page/Screen Design	487	(9)
Developing Effective Content	496	(2)
Standards and Tools	498	(4)
Markup Languages, Scripts, and Programming	498	(2)
Style Sheets and Templates	500	(1)
Style Guides	500	(2)
Understanding the Iterative Design Process	502	(5)
Planning the Iterative Process	502	(1)
Analyzing Existing Sites	502	(1)
Creating Prototypes of Your Web Site	503	(1)
Coordinating the Process	503	(4)
Ensuring Usability and Accessibility	507	(3)
Features of Accessible Electronic Communication	507	(1)
Meeting the Challenges of a Web Accessibility Policy	508	(2)
Checking Web Sites for Accessibility	510	(1)
Individual and Collaborative Assignments	510	(5)
PART IV Understanding the Communicator's Strategies	515	(90)
14. Creating Definitions	517	(30)
Objectives and Outcomes	517	(2)
The Need for Definitions	519	(5)
Multiple Meanings	519	(1)
Complexity of Meaning	520	(1)
Technical Jargon	521	(2)
Symbols	523	(1)
Construction of Definitions	524	(9)
Formal Definitions	525	(1)
Informal Definitions	526	(3)
Operational Definitions	529	(1)
Expanded Definitions	530	(1)
Ethics Sidebar: Professional Codes of Conduct	530	(3)
Placement of Definitions	533	(4)
Glossary	533	(2)
Information Notes and Sidebars	535	(1)
Appendixes	535	(1)
Online Help	535	(2)
Individual and Collaborative Assignments	537	(10)
15. Creating Technical Descriptions	547	(32)
Objectives and Outcomes	547	(3)
Defining Technical Description	550	(2)
Ethics Sidebar: "The decision was flawed": Ethical Responsibility and the Challenger Explosion	551	(1)
Using Technical Description	552	(10)
Observation Notes	553	(1)
Training Materials	553	(1)
Technical Manuals	554	(2)
Proposals and Reports	556	(2)
Marketing and Promotional Pieces	558	(1)
Public Information and Education	558	(4)
Preparing a Technical Description	562	(9)
Audience's Task	562	(1)
Components	562	(1)
Diction	563	(1)
Visuals	564	(4)
Organization	568	(3)
Individual and Collaborative Assignments	571	(8)
16. Creating Process Explanations	579	(26)
Objectives and Outcomes	579	(1)
Defining Processes	580	(3)
Ethics Sidebar: Whistleblowers: Ethical Choices and Consequences	582	(1)
Using Process Explanations	583	(8)
Reports	583	(1)
Task Manuals	583	(3)
Orientation and Training Materials	586	(1)
Marketing and Promotional Materials	586	(4)
Public Information and Education	590	(1)
Preparing Processes	591	(4)
Audience and Purpose	591	(1)
Identification of Steps	591	(1)
Visuals	592	(1)
Diction	593	(1)
Organization and Format	594	(1)
Examining a Sample Process Explanation: Developing Low-Cost Roofing Materials	595	(5)
Processes Involving Sockeye Salmon	598	(2)
Individual and Collaborative Assignments	600	(5)
PART V Preparing Professional Communication	605	(220)
17. Engaging in Oral Communication	607	(38)
Objectives and Outcomes	607	(1)
Types of Presentations	608	(3)
Informal Presentations	608	(1)
Formal Presentations	609	(1)
Class Presentations	610	(1)
Preparing a Professional Presentation	611	(2)
Audience	611	(1)
Purposes of Presentations	612	(1)
Organizing a Professional Presentation	613	(5)
Engaging the Listeners	613	(3)
Organizing for the Listeners	616	(1)
Using Note Cards or Outlines	616	(2)
Preparing Materials for a Professional Presentation	618	(14)
Visuals	619	(7)
Handouts	626	(2)
Poster Displays	628	(2)
Poster Presentation	630	(2)
Presenting Yourself	632	(4)
Ethics Sidebar: Speaking Well: Ethics in Oral Presentation	632	(1)
Professional Appearance	633	(2)
Vocal Characteristics	635	(1)
Handling Questions	635	(1)
Evaluating Presentations	636	(4)
Active Listening	637	(1)
Assessing Presentation Skills	638	(2)
Individual and Collaborative Assignments	640	(5)
18. Preparing Correspondence	645	(32)
Objectives and Outcomes	645	(1)
Characterizing Correspondence	646	(1)
Delivering Correspondence	647	(3)
Ethics Sidebar: To Delete or Not to Delete: E-mail and Ethics	649	(1)
Composing E-Mail Messages, Memos, and Letters	650	(6)
Attitude and Tone	651	(3)
Organization of Information	654	(2)
Format	656	(1)
Domino Effect of Correspondence	656	(16)
World Cup Correspondence	668	(4)
Individual and Collaborative Assignments	672	(5)
19. Preparing Proposals	677	(42)
Objectives and Outcomes	677	(2)
Characterizing Proposals	679	(5)
Types of Proposals	679	(1)
Sources of RFPs	680	(4)
Using Persuasion in Proposals	684	(4)
Audience Concerns	685	(1)
Persuaders' Credibility	686	(1)
Logic of Message	686	(2)
Considering Requests for Proposals	688	(4)
Writing an RFP	688	(3)
Managing the Proposal Process	691	(1)
Ethics Sidebar: The Case of Nuclear Waste Disposal	691	(1)
Preparing Proposals	692	(5)
Planning	693	(2)
Drafting	695	(1)
Budgeting	695	(1)
Evaluating	696	(1)
Revising	697	(1)
Organizing and Submitting Proposals	697	(11)
Sequencing Information	697	(3)
Analyzing Parts of a Proposal	700	(6)
Submitting a Proposal	706	(2)
Examining a Sample Proposal	708	(6)
Individual and Collaborative Assignments	714	(5)
20. Preparing Reports	719	(54)
Objectives and Outcomes	719	(1)
Planning Reports	720	(17)
Determine the Purposes	720	(1)
Ethics Sidebar: Hard Facts or Mere Guesses? Ethics and Statistics	721	(1)
Assess the Formality	722	(1)
Identify Audiences	723	(1)
Organize the Information	724	(6)
Select Genre	730	(7)
Types of Reports	737	(8)
Research Reports and Articles	737	(4)
Task Reports	741	(1)
Periodic Activity Reports	742	(1)
Progress Reports	743	(1)
Meeting Minutes	744	(1)
Trip and Conference Reports	745	(1)
Formats of Reports	745	(10)
Front Matter of a Report	746	(2)
Body of a Report	748	(1)
End Matter of a Report	749	(2)
Design Elements	751	(1)
Reports, Translation, and Culture	752	(3)
Examining a Sample Report	755	(12)
Individual and Collaborative Assignments	767	(6)
21. Preparing Instructions and Manuals	773	(52)
Objectives and Outcomes	773	(1)
Getting People's Attention	774	(4)
Increasing Users' Understanding	774	(2)
Using Principles of Adult Learning	776	(1)
Addressing Aliteracy	777	(1)
Considering Task, Audience, and Genre	778	(16)
Analyzing the Task	778	(1)
Analyzing the Audiences	779	(9)
Analyzing the Genre	788	(6)
Content Elements	794	(5)
Purpose	795	(1)
Necessary Components	795	(1)
Chronological Order	796	(1)
Appropriate Diction	796	(1)
Appropriate Details	797	(1)
Rationale for Steps	797	(1)
Grammatical and Stylistic Conventions	798	(1)
Visual Elements	799	(8)
Appropriate Visuals	799	(3)
Visual and Verbal Balance	802	(2)
Accurate Visuals	804	(1)
Primarily Visual Instructions	805	(2)
Necessary Warnings and Cautions	807	(9)
Safety Standards	807	(4)
Liability	811	(1)
Ethics Sidebar: Warning Labels and Cartoons: Ethics in Instructional Texts	811	(1)
Adequacy	812	(4)
Individual and Collaborative Assignments	816	(9)
Photo Credits	825	(2)
Index	827