Technical Communication

by Markel, Mike

• ISBN13: 9780312485979
• ISBN10: 0312485972
• Additional ISBN(s): 9781319058616
• Edition: 9th
• Format: Paperback
• Copyright: 2009-02-03
• Publisher: Bedford/St. Martin's

Summary

Comprehensive and truly accessible,Technical Communicationguides students through planning, drafting, and designing the documents that will matter in their professional lives. Known for his student-friendly voice and eye for technology trends, Mike Markel addresses the realities of the digital workplace through fresh samples and cases, practical writing advice, and a companion Web site TechComm Web that continues to set the standard with content developed and maintained by the author. The text is also available in a convenient, affordable e-book format.

Author Biography

MIKE MARKEL is director of technical communication at Boise State University, where he teaches both undergraduate and graduate courses. The former editor of IEEE Transactions on Professional Communication, he is the author of numerous articles and six books about technical communication, including Ethics and Technical Communication: A Critique and Synthesis.

Table of Contents

Preface for Instructors

Preface for Writers

 

Part One: Understanding the Technical Communication Environment

 

1. Introduction to Technical Communication

      What is Technical Communication?

      Who Produces Technical Documents?

      Technical Communication and Your Career

      Characteristics of Technical Documents

          Addresses Particular Readers

          Helps Readers Solve Problems

          Reflects an Organization's Goals and Culture

          Is Produced Collaboratively

          Uses Design to Increase Readability

          Consistes of Words or Graphics or Both

                Interactive Sample Document: Studying How Technical Communication Combines Words and Graphics

      A Look at Three Sample Documents

      Measures of Excellence in Technical Communication

            Honesty

            Clarity

            Accuracy

            Comprehensiveness

            Accessibility

            Conciseness

            Professional Appearance

            Correctness

      Exercises * CASE 1: Judging Entries in a Technical Communication Competition

 

2. Understanding Ethical and Legal Considerations

      A Brief Introduction to Ethics

      Your Ethical Obligations

            Obligations to Your Employer

            Obligations to the Public

            Obligations to the Environment

      Your Legal Obligations

            Copyright Law

                  Guidelines: Determining Fair use

                  Guidelines: Dealing with Copyright Questions

                   Ethics Note: Distinguishing Plagiarism from Acceptable Re-Use of Information

            Trademark Law

                  Guidelines: Protecting Trademarks

            Contract Law

            Liability Law

                  Guidelines: Abiding by Liability Laws

      The Role of Corporate Culture in Ethical and Legal Conduct

                  Interactive Sample Document: Dealing with Copyright Questions

      Communicating Ethically Across Cultures

            Communicating with Cultures with Different Ethical Beliefs

            Communicating with Cultures with Different Laws

      Principles for Ethical Communication

            Abide by Relevant Laws

            Abide by the Appropriate Professional Code of Conduct

            Take Advantage of Your Employer's Ethics Resources

            Tell the Truth

            Don't Mislead Your Readers

            Use Design to Highlight Important Ethical and Legal Information

            Be Clear

            Avoid Discriminatory Language

            Acknowledge Assistance from Others

      Writer's Checklist * Exercises * CASE 2: Playing the Name Game

 

3. Writing Technical Documents

      Planning

            Analyzing Your Audience

            Analyzing Your Purpose

            Generating Ideas About Your Subject

            Researching Additional Information

            Organizing and Outlining Your Document

                   Tech Tip: How to Use Outliine View

            Selecting an Application, a Design, and a Delivery Method

            Devising a Schedule and a Budget

      Drafting

                  Guidelines: Drafting Effectively

            Using Templates

                  Tech Tip: How to Modify Templates

                  Interactive Sample Document: Analyzing a Code of Conduct

            Using Styles

                  Tech Tip: How to Use the Styles Group 

      Revising

            Studying the Draft by Yourself

            Seeking Help from Others

                  Ethics Note: Acknowledge Reviewers Responsibly

      Editing

      Proofreading

      Writer's Checklist * Exercises * CASE 3: Using Revision Software Effectively       

 

4. Writing Collaboratively

      Advantages and Disadvantages of Collaboration

            Advantages of Collaboration

            Disadvantages of Collaboration

      Managing Projects

                  Guidelines: Managing Your Project

      Conducting Meetings

            Listening Effectively

                  Guidelines: Listening Effectively

            Setting Your Group's Agenda

                  Guidelines: Setting Your Agenda

                  Ethics Note: Pulling Your Weight on Collaborative Projects

            Conducting Efficient Face-to-Face Meetings

            Communicating Diplomatically

                  Guidelines: Communicating Diplomatically

            Critiquing a Group Member's Work

                  Guidelines: Critiquing a Colleague's Work  

      Using Electronic Tools in Collaboration

            Using the Comment, Revision, and Highlighting Features on a Word Processor

                  Tech Tip: How to Use the Review Tab

                  Interactive Sample Document: Critiquing a Draft Clearly and Diplomatically

            Using Groupware

      Using Videoconferencing Technology

                  Guidelines: Participating in a Videoconference

      Gender and Collaboration

      Culture and Collaboration

      Collaborator's Checklist * Exercises * CASE 4: Handling Interpersonal Conflict       

 

Part Two: Planning the Document

 

5. Analyzing Your Audience and Purpose

      Determining the Important Characteristics of Your Audience

            Who Are Your Readers?

            Why is Your Audience Reading Your Document?

            What Are Your Readers' Attitudes and Expectations?

            How Will Your Readers Use Your Document?

      Techniques for Learning about an Audience

            Tallying What You Do and Do Not Already Know about Your Audience

            Interviewing People

            Searching for Information on the Internet

            Reading Documents Your Readers Have Written

      Applying What You Have Learned about Your Audience

      Communicating Across Cultures

            Understanding the Cultural Variables "On the Surface"

            Understanding the Cultural Variables "Beneath the Surface"

            Considering Cultural Variables as You Write

                  Guidelines: Writing for Readers from Other Cultures

                  Ethics Note: Meeting Your Readers' Needs Responsibly

                  Interactive Sample Document: Examining Cultural Variables in a Business Letter

            Using Graphics and Design for Multicultural Readers

      Using an Audience Profile Sheet

      Writing for Multiple Audiences

      Determining Your Purpose

      Gaining Management's Approval

      Revising Information for a New Audience and Purpose

      Writer's Checklist * Exercises * CASE 5: Planning an Apology to a Customer from the People's Republic of China

 

6. Researching Your Subject

      Understanding the Differences Between Academic and Workplace Research

      Understanding the Research Process

      Choosing Appropriate Research Methods

                  Guidelines: Researching a Topic

      Conducting Secondary Research

            Understanding the Research Media

            Using Basic Research Tools

            Researching Government Information

            Using Web 2.0 Resources

            Evaluating the Information

                  Guidelines: Evaluating Print and Online Sources

                  Interactive Sample Document: Evaluating Information from the Internet    

      Conducting Primary Research

            Observations and Demonstrations

            Inspections

            Experiments

            Field Research

            Interviews

                  Guidelines: Conducting an Interview

            Inquiry letters or E-mails

            Questionnaires

                  Guidelines: Reporting and Analyzing Data Honestly

      Writer's Checklist * Exercises * CASE 6: Choosing an Appropriate Primary Research Method

 

7. Organizing Your Information

      Understanding Three Principles for Organizing Technical Information

            Analyzing Your Audience and Purpose

            Using Conventional Patterns of Arrangement

            Displaying Your Arrangement Prominently

      Using Basic Patterns of Organizing Information

            Chronological

                  Guidelines: Organizing Information Chronologically

            Spatial

                  Guidelines: Organizing Information Spatially

            General to Specific

                  Guidelines: Organizing Information from General to Specific

            More Important to Less Important

                  Guidelines: Organizing Information from More Important to Less Important

            Comparison and Contrast

                  Guidelines: Organizing Information by Comparison and Contrast 

                  Ethics Note: Comparing and Contrasting Fairly

                  Interactive Sample Documentl Comparing and Contrasting Honestly

            Classification and Partition

                  Guidelines: Organizing Information by Classification and Partition

            Problem-Methods-Solution

                  Guidelines: Organizing Information by Problem-Methods-Solution

            Cause and Effect

                  Guidelines: Organizing Information by Cause and Effect

      Writer's Checklist * Exercises * CASE 7: Organizing a Document 

 

Part Three: Developing and Testing the Verbal and Visual Information

 

8. Commuicating Persuasively

      Considering the Context of Your Argument

            Understanding Your Audience's Broader Goals

            Working Within Constraints

      Crafting a Persuasive Argument

            Identifying the Elements of Your Argument

            Using the Right Kinds of Evidence

                  Interactive Sample Document: Analyzing Evidence in Argument

            Considering Opposing Viewpoints

            Appealing to Emotions Responsibly

            Deciding Where to Present the Claim

      Avoiding Logical Fallacies

      Presenting Yourself Effectively

                  Guidelines: Creating a Professional Persona

      Using Graphics and Design as Persuasive Elements

                  Ethics Note: Seeming Honest versus Being Honest in Persuasive Writing

      A Look at Several Persuasive Arguments

      Writer's Checklist * Exercises * CASE 8: Being Persuasive about Privacy

 

9. Writing Coherent Documents

      Writing Coherent Titles

      Writing Coherent Headings

                  Guidelines: Revising Headings

      Writing Coherent Lists

      Writing Coherent Paragraphs

            Structure Paragraphs Clearly

                  Ethics Note: Avoiding Burying Bad News in Paragraphs

                  Guidelines: Dividing Long Paragraphs

            Use Coherence Devices Within and Between Paragraphs

                  Interactive Sample Document: Identifying the Elements of a Coherent Paragraph

      Creating a Coherent Design

            Using Headers and Footers to Enhance Coherence

            Use Typeface to Enhance Coherence

                  Tech Tip: How to Use the Style Group

      Writer's Checklist * Exercises * CASE 9: Writing Guidelines About Coherence

 

10. Writing Effective Sentences

      Structuring Effective Sentences

            Use Lists

                  Guidelines: Creating Effective Lists

                  Tech Tip: How to Create Bulleted and Numbered Lists

            Emphasize New and Important Information

            Choose an Appropriate Sentence Length

            Focus on the "Real" Subject

            Focus on the "Real" Verb

            Use Parallel Structures

            Use Modifiers Effectively

      Choosing the Right Words and Phrases

            Select an Appropriate Level of Formality

            Be Clear and Specific

                  Ethics Note: Euphemisms and Truth Telling

            Be Concise

                  Interactive Sample Document: Revising for Conciseness and Simplicity

            Use Inoffensive Language

                  Guidelines: Avoiding Sexist Language

                  Guidelines: Using the People-First Approach

      Understanding Simplified English for Nonnative Speakers

      Preparing Text for Translation

      Writer's Checklist * Exercises * CASE 10: Preparing Products for the Global Marketplace

 

11. Designing Documents and Web Sites

      Goals of Document and Web Design

      Understanding Design Principles

            Proximity

            Alignment

            Repetition

            Contrast

      Planning the Design of Documents and Web Sites

            Analyze Your Audience and Purpose

            Determine Your Resources

      Designing Documents

            Size

            Paper

            Bindings

            Accessing Tools

                  Tech Tip: How to Set Up Pages

      Designing Pages

                  Guidelines: Understanding Learning Theory and Page Design

            Page Layout

            Columns

                  Tech Tip: How to Format Columns

            Typography

                  Tech Tip: How to Format Fonts

                  Ethics Note: Using Type Sizes Responsibly

                  Tech Tip: How to Modify Line Spacing

                  Tech Tip: How To Modify Justification

            Titles and Headings

            Other Design Features

                  Tech Tip: How to Create Borders and Screens

                  Tech Tip: How to Create Text Boxes

      Analyzing Some Page Designs

                  Interactive Sample Document: Analyzing a Page Design

      Designing Web Sites

            Create Informative Headers and Footers

            Help Readers Navigate the Site

                  Guidelines: Making Your Site Easy to Navigate

            Include Extra Features Your Readers Might Need

            Design for Readers with Disabilities

            Design for Multicultural Audiences

                  Ethics Note: Designing Legal and Honest Web Pages

      Designing Web Pages

            Aim for Simplicity

                  Guidelines: Designing a Simple Site

            Make the Text Easy to Read and Understand

                  Guidelines: Designing Easy-to-Read Text

            Create Clear, Informative Links

                  Guidelines: Writing Clear, Informative Links

      Analyzing Some Web Pages

      Writer's Checklist * Exercises * CASE 11: Designing a Report Template

 

12. Creating Graphics

      The Functions of Graphics

      Characteristics of an Effective Graphic

                  Ethics Note: Creating Honest Graphics

                  Guidelines: Integrating Graphics and Text

      Understanding the Process of Creating Graphics

            Planning Graphics

            Creating Graphics

                  Tech Tip: How to Insert and Modify Graphics

            Revising Graphics

            Citing Graphics

      Using Color Effectively

      Choosing the Appropriate Kind of Graphic

            Illustrating Numerical Information

                  Guidelines: Creating Effective Tables

                  Tech Tip: How to Use Tab Stops

                  Tech Tip: How to Create Tables

                  Tech Tip: How to Create Graphics in Excel

                  Guidelines: Creating Effective Bar Graphics

                  Tech Tip: How to Use Drawing Tools

                  Interactive Sample Document: Balancing Clarity and Drama in Graphics

                  Guidelines: Creating Effective Line Graphics

                  Guidelines: Creating Effective Pie Charts

            Illustrating Logical Relationships

            Illustrating Process Descriptions and Instructions

            Illustrating Visual and Spatial Characteristics

                  Guidelines: Presenting Photographs Effectively

                  Tech Tip: How to Create Screen Shots

            Showing Motion in Your Graphics

            Creating Effective Graphics for Multicultural Readers

      Writer's Checklist * Exercises * CASE 12: Evaluating Graphics Made in a Spreadsheet Program

 

13. Reviewing, Evaluating, and Testing Documents and Web Sites

      Reviewing Documents and Web Sites

            Revising

            Editing

                  Guidelines: Editing the Draft

            Proofreading

      Conducting Usability Evaluations

      Conducting Usability Tests

            The Basic Principles of Usability Testing

            Preparing for a Usability Test

            Conducting a Usability Test

            Interpreting and Reporting the Data from a Usability Test

                  Ethics Note: Understanding the Ethics of Informed Consent

                  Interactive Sample Document: Obtaining Informed Consent

      Writer's Checklist * Exercises * CASE 13: Reviewing and Testing Documents

 

Part Four: Learning Important Applications

 

14. Writing Letters, Memos, and E-mails

      Understanding the Process for Writing Letters, Memos, and E-mails

      Selecting a Type of Correspondence

      Presenting Yourself Effectively in Correspondence

            Use the Appropriate Level of Formality

            Communicate Correctly

            Project the "You" Attitude

            Avoid Correspondence Clichés

            Communicate Honestly

                  Ethics Note: Writing Honest Business Correspondence

      Writing Letters

            Understanding the Elements of a Letter

            Learning the Format of a Letter

            Understanding Common Types of Letters

      Writing Memos

                  Guidelines: Organizing a Memo

      Writing E-mails

                  Guidelines: Following Netiquette

                  Interactive Sample Document: Following Netiquette in an E-mail

      Writing Business Correspondence to International Readers

      Writer's Checklist * Exercises * CASE 14: Projecting the "You Attitude" When Corresponding with Customers and Colleagues

 

15. Preparing Job-Application Materials

      Understanding the Process for Preparing Job-Application Materials

      Planning the Job Search

      Understanding Seven Ways to Look for a Position

      Understanding the Risks and Benefits of Social-networking Sites and the Job Search

      Writing Paper Résumés

            Appearance of the Résumé

            Content of the Résumé

                  Ethics Note: Honesty in Job-Application Materials

            Elements of the Chronological Résumé

                  Guidelines: Elaborating on Your Education

            Elements of the Skillls Résumé

      Writing Electronic Résumés

            Content of the Electronic Résumé

            Format of the Electronic Résumé

                  Guidelines: Preparing a Text Résumé

                  Interactive Sample Document: Preparing an ASCII Résumé

                  Guidelines: Preparing a Scannable Résumé

      Writing Job-Application Letters

            The Concepts of Selectivity and Development

            Elements of the Job-Application Letter

      Preparing for a Job Interview

                  Guidelines: Preparing for a Job Interview

      Writing Follow-Up Letters After an Interview

      Writer's Checklist * Exercises * CASE 15: Identifying Trasferable Skills for a Career Changer 

 

16. Writing Proposals

      Understanding the Process for Writing Proposals

      The Logistics of Proposals

            External and Internal Proposals

            Solicited and Unsolicited Proposals

      The "Deliverables" of Proposals

            Research Proposals

            Goods and Services Proposals

      Persuasion and Proposals

            Understanding Readers' Needs

            Describing What You Plan to Do

            Demonstrating Your Professionalism

                  Guidelines: Demonstrating Your Professionalism in a Proposal

                  Ethics Note: Writing Honest Proposals

      Writing a Proposal

      The Structure of the Proposal

            Summary

            Introduction

                  Guidelines: Introducing a Proposal

            Proposed Program

            Qualifications and Expertise

            Budget

            Appendices

                  Tech Tip: How to Create a Gantt Chart

      Sample Internal Proposal

                  Interactive Sample Document: Writing a Project Description

      Writer's Checklist * Exercises * CASE 16: Selecting a Funding Source

 

17. Writing Informational Reports

      Understanding the Process of Writing Informational Reports

      Writing Directives

                  Interactive Sample Document: Writing a Persuasive Directive

      Writing Field Reports

                  Guidelines: Responding to Readers' Questions in a Field Report

      Writing Progress and Status Reports

                  Ethics Note: Reporting Your Progress Honestly

            Organizing Progress and Status Reports

            Concluding Progress and Status Reports

                  Guidelines: Projecting an Appropriate Tone in a Progress or Status Report

            Sample Progress Report

      Writing Incident Reports

      Writing Meeting Minutes

      Writer's Checklist * Exercises * CASE 17: Revising an Injury Report Form 

 

18. Writing Lab Reports

      Persuasion and Lab Reports

      Understanding the Process of Writing Lab Reports

      Understanding the Structure of the Lab Report

            Title

            Abstract

            Introduction

                  Guidelines: Writing Equations

            Materials and Methods

            Results

                  Ethics Note: Presenting Data Honestly

            Discussion

            Conclusion

            Acknolwedgments

            References

            Appendices

                  Interactive Sample Document: Evaluating Lab Reports

      Understanding the Role of Science and Engineering Articles

      Writer's Checklist * Exercises * CASE 18: Describing the Purpose of Lab Report Sections

 

19. Writing Recommendation Reports

      Using a Problem-Solving Model for Preparing Recommendation Reports

            Identify the Problem or Opportunity

            Establish Criteria for Responding to the Problem or Opportunity

            Determine the Options

            Study Each Option According to the Criteria

            Draw Conclusions about Each Option

            Formulate Recommendations Based on the Conclusions

                  Ethics Note: Presenting Honest Recommendations

      Writing Recommendation Reports

            Writing the Body of the Report

                  Guidelines: Writing Recommendations

            Writing Front Matter

                  Tech Tip: How to Format Headers, Footers, and Page Numbers

                  Tech Tip: How to Create a Table of Contents

                  Guidelines: Writing an Executive Summary

                  Interactive Sample Document: Analyzing an Executive Summary

            Writing Back Matter

      Sample Recommendation Report

      Writer's Checklist * Exercises * CASE 19: Analyzing Options and Drawing Conclusions

 

20. Writing Definitions, Descriptions, and Instructions

      Writing Definitions

            Analyzing the Writing Situation for Definitions

            Determining the Kind of Definition to Write

                  Guidelines: Writing Effective Sentence Definitions

                  Guidelines: Writing Extended Definitions

            Deciding Where to Place the Definition

      Writing Descriptions

            Analyzing the Writing Situation for Descriptions

            Clearly Indicate the Nature and Scope of the Description

            Introduce the Description Clearly

            Provide Appropriate Detail

                  Guidelines: Providing Appropriate Detail in Descriptions

            Conclude the Description

            A Look at Several Descriptions

      Writing Instructions

            Designing a Set of Instructions

                  Guidelines: Designing Clear, Attractive Pages

            Planning for Safety

                  Ethics Note: Protecting Your Readers' Safety

            Drafting Effective Instructions

                  Guidelines: Drafting Introductions for Instructions

                  Guidelines: Drafting Steps in Instructions

            Revising, Editing, and Proofreading Instructions

            A Look at Sample Instructions

                  Interactive Sample Document: Presenting Clear Instructions

      Writing Manuals

      Writer's Checklist * Exercises * CASE 20: Writing Instructions for Installing a Programmable Thermostat

 

21. Making Oral Presentations

      Understanding the Role of Oral Presentations

      Understanding the Process for Preparing and Delivering an Oral Presentation

      Preparing a Presentation

            Analyzing the Speaking Situation

            Organizing and Developing the Presentation

                  Guidelines: Introducing a Presentation

                  Guidelines: Concluding a Presentation

            Preparing Presentation Graphics

                  Tech Tip: How to Create a Master Page Design in PowerPoint

                  Tech Tip: How to Set List Items to Appear and Dim During a Presentation

                  Interactive Sample Document: Integrating Graphics and Text on a Presentation Slide

            Choosing Effective Language

                  Guidelines: Using Memorable Language in Oral Presentations

            Rehearsing a Presentation

      Delivering a Presentation

            Calming Your Nerves

                  Guidelines: Releasing Nervous Energy

            Using Your Voice Effectively

            Using Your Body Effectively

                  Guidelines: Facing an Audience

      Answering Questions After a Presentation

                  Ethics Note: Answering Questions Honestly

      Speaker's Checklist * Exercises * CASE 21: Choosing Effective Slide Layouts 

 

22. Connecting with the Public

      Persuasion and Connecting with the Public

      Presenting Information to the Public

            Newsletters

                  Guidelines: Designing an Effective Newsletter

                  Interactive Sample Document: Designing an Effective Newsletter

            Brochures

                  Guidelines: Creating a Brochure

            White Papers

                   Guidelines: Writing a White Paper

                   Ethics Note: Marketing Your Organization Honestly

            Podcasts

      Collaborating with the Public

            Discussion Boards

                  Guidelines: Participating in Discussion Boards

            Blogs

                  Guidelines: Being a Responsible Blogger

            Wikis

                  Guidelines: Using and Participating in Wikis Effectively

      Communicator's Checklist * Exercises * CASE 22: Responding to Anti-Employer Blog Posts

 

Appendix: Reference Handbook

Part A. Skimming Your Sources and Taking Notes

      Paraphrasing

      Quoting

      Summarizing

Part B. Documenting Your Sources

      APA Style

      CSE Style

      IEEE Style

      MLA Style

Part C. Editing and Proofreading Your Documents

      Grammatical Sentences

      Punctuation

      Mechanics

      Proofreading Symbols and Their Meanings

Part D. Guidelines for Multilingual Writers (ESL)

      Cultural and Stylistic Communication Issues

      Sentence-Level Issues

 

References

Selected Bibliography

Index