Technical Communication: Process and Product, 8e by Sharon J. Gerson and Steven M. Gerson, provides a proven, complete methodology that emphasizes the writing process and shows how it applies to both oral and written communication. With an emphasis on real people and their technical communication, it provides complete coverage of communication channels, ethics, and technological advances. This edition includes information on dispersed teams, collaboration tools, listening skills, and social networking. Using before/after documents, authentic writing samples and skill-building assignments, the book provides a balance of how-to instruction with real-world modeling to address the needs of an evolving workplace.

Sharon J. Gerson and Steven M. Gerson are dedicated career professionals who have a combined total of over 80 years teaching experience at the college and university level. They have taught technical writing, business writing, professional writing, and technical communication to thousands of students, attended and presented at dozens of conferences, written numerous articles, and published several textbooks, including The Red Bridge Reader (third edition, co-authored by Kin Norman), Writing That Works: A Teacher’s Guide to Technical Writing (second edition), Workplace Communication: Process and Product (first edition), and Workplace Writing: Planning, Packaging, and Perfecting Communication (first edition).

In addition to their academic work, Sharon and Steve are involved in business and industry through their business, Steve Gerson Consulting. In this business, they have worked for companies such as Sprint, AlliedSignal—Honeywell, General Electric, JCPenney, Avon, the Missouri Department of Transportation, H&R Block, Mid America Regional Council, and Commerce Bank. Their work for these businesses includes writing, editing, and proofreading many different types of technical documents, such as proposals, marketing collateral, reports, and instructions.

Steve also has presented hundreds of hands-on workshops on technical/business writing, business grammar in the workplace, oral presentations in the workplace, and business etiquette. Over 10,000 business and governmental employees have benefited from these workshops. For the past decade, Steve has worked closely with K—12 teachers. He has presented many well-attended, interactive workshops to give teachers useful tips about technical writing in the classroom.

Both Steve and Sharon have been awarded for teaching excellence and are listed in Who’s Who Among America’s Teachers. Steve is a Society for Technical Communication Fellow. In 2003, Steve was named Kansas Professor of the Year by the Carnegie Foundation for the Advancement of Education.

Their wealth of experience and knowledge has been gathered for you in this eighth edition of Technical Communication: Process and Product.

CHAPTER 1 AN INTRODUCTION TO TECHNICAL COMMUNICATION

What Is Technical Communication

Purposes of Technical Communication

Communication Channels

Smartphones and Technical Communication

Portability Equals Mobility

Smartphones Encourage Multitasking

Get Immediate Feedback

Find New Job Opportunities

Technological Communication Advances through Mobile Apps

Types of Writing Apps

The Importance of Technical Communication

Operating a Business

Using Time

Costing Money

The Importance of Teamwork in Technical Communication

Collaboration

The Problems with Silo Building

Why Teamwork Is Important

Diverse Teams…Dispersed Teams in a Global Economy

Diverse Teams

Dispersed Teams

Using Collaborative Software (Groupware) in Virtual Teams

Collaborative Writing Tools

Choosing the Appropriate Channel for Collaboration

Challenges to Effective Collaboration

Human Performance Improvement

Conflict Resolution in Collaborative Projects

Chapter Highlights * Apply Your Knowledge * Case Study * Individual and Team Projects * Problem-Solving Think Pieces * Web Workshop

CHAPTER 2 THE COMMUNICATION PROCESS

The Writing Process: An Overview

Prewriting

Examine Your Purposes

Determine Your Goals

Consider Your Audience

Gather Your Data

Determine How the Content Will Be Provided—The Communication Channel

Writing

Organization

Formatting

Rewriting

Collaborative Evaluations

Usability Testing

Revision Techniques

How Important Is Proofreading?

The Writing Process at Work

Prewriting

Writing

Rewriting

Chapter Highlights * Apply Your Knowledge * Case Studies * Individual and Team Projects * Problem-Solving Think Piece * Web Workshop

CHAPTER 3 OBJECTIVES IN TECHNICAL COMMUNICATION

Achieving Clarity in Technical Communication

Provide Specific Detail

Answer the Reporter’s Questions

Use Easily Understandable Words

Simplifying Words, Sentences, and Paragraphs for Conciseness

Conciseness Saves Time

Technology Demands Conciseness

Conciseness Improves Readability

Limit Word Length for Conciseness

Limit Sentence Length for Conciseness

Limit Paragraph Length

Achieving Accuracy in Technical Communication

Proofreading Tips

Organizing Technical Communication

Analysis

Spatial Organization

Chronology

Importance

Comparison/Contrast

Problem/Solution

Cause and Effect

Chapter Highlights * Apply Your Knowledge * Case Study * Individual and Team Projects * Problem-Solving Think Piece * Web Workshop

CHAPTER 4 AUDIENCE RECOGNITION

Audience Recognition

Knowledge of Subject Matter

Writing for Future Audiences

Defining Terms for Audiences

Defining Terms Parenthetically

Defining Terms in a Sentence

Using Extended Definitions of One or More Paragraphs

Using a Glossary

Providing Pop-Ups and Links with Definitions

Audience Personality Traits

Biased Language—Issues of Diversity

Multiculturalism

The Global Economy

Cross-Cultural Workplace Communication

Guidelines for Effective Multicultural Communication

Define Acronyms and Abbreviations

Avoid Jargon and Idioms

Distinguish Between Nouns and Verbs

Watch for Cultural Biases/Expectations

Be Careful When Using Slash Marks

Avoid Humor and Puns

Realize That Translations May Take More or Less Space

Consider Paper Size

Avoid Figurative Language

Be Careful with Numbers, Measurements, Dates, and Times

Use Stylized Graphics to Represent People

Avoiding Biased Language

Ageist Language

Biased Language about People with Disabilities

Sexist Language

Audience Involvement

Personalized Tone

Reader Benefit

Chapter Highlights * Apply Your Knowledge * Case Study * Individual and Team Projects * Problem-Solving Think Piece * Web Workshop

CHAPTER 5 ETHICAL CONSIDERATIONS

Ethics in the Workplace

Why Business Ethics Are Important

A Sample Challenge to Ethical Behavior in the Workplace

Strategies for Ethical Technical Communication

Strategies for Communicating Ethically

The Ethics of Intellectual Property Laws

Guidelines for Protecting Intellectual Property

Ten Questions to Ask When Confronting an Ethical Dilemma

Strategies for Making Ethical Decisions

The Writing Process at Work

Prewriting

Writing

Rewriting

Chapter Highlights * Apply Your Knowledge * Case Study * Individual and Team Projects * Problem-Solving Think Pieces * Web Workshop

CHAPTER 6 RESEARCH

Why Conduct Research?

Research Including Primary and Secondary Sources

Secondary Research

Primary Research/Field Research

The Writing Process at Work

Prewriting Research Techniques

Finding Information Online

Writing

Rewriting

Chapter Highlights * Apply Your Knowledge * Case Studies * Individual and Team Projects * Problem-Solving Think Pieces * Web Workshop

CHAPTER 7 ROUTINE CORRESPONDENCE

The Importance of Memos, Letters, E-Mail, Instant Messages, and Text Messages

Which Communication Channel Should You Use?

The Differences Among Routine Correspondence Channels

Reasons for Writing Memos, Letters, and E-Mail

Using an All-Purpose Template for Memos, Letters, and E-Mail

Essential Components of Memos

Essential Components of Letters

Optional Components of Letters

Essential Components of E-Mail

Criteria for Different Types of Correspondence

Inquiry

Response

Cover (Transmittal)

Complaint Messages

Adjustment Messages

Confirmation

Instant Messages

Benefits of Instant Messages

Challenges of Instant Messages

Techniques for Successful Instant Messages

IM/TM Corporate Usage Policy

Text Messages

Reasons for Using TM

The Writing Process at Work

Prewriting

Writing

Rewriting

Chapter Highlights * Apply Your Knowledge * Case Studies * Individual and Team Projects * Problem-Solving Think Pieces * Web Workshop

CHAPTER 8 SOCIAL MEDIA

Why Is Social Media Important in the Workplace?

What Is Social Media?

Guidelines of Social Media Usage on the Job

Types of Social Media

Blogging for Business

YouTube and Business

Tweeting for Business

Facebook

Virtual World

The Writing Process at Work

Prewriting

Writing

Rewriting

Chapter Highlights * Apply Your Knowledge * Case Study * Individual and Team Projects * Problem-Solving Think Pieces * Web Workshop

CHAPTER 9 THE JOB SEARCH

The Three Rs of Searching for a Job

Research Yourself

Research the Company

Research the Position

Researching the Internet to Find Job Openings

Using Social Media to Find Jobs

Problems with Digital Dirt in the Job Search

Who Uses LinkedIn?

Using Mobile Apps in the Job Search

Using Traditional Job Search Techniques

Criteria for Effective Resumes

Reverse Chronological Resume

Functional Resume

Ethical Considerations when Writing a Resume

Key Resume Components

Effective Resume Style

Portfolios

Hardcopy

PDF Format

PowerPoint Format

Web-based/Online Format

Methods of Delivery

Mail Version

E-mail Resume

Scannable Resume

Video Resume

Criteria for Effective E-Mail Cover Messages or Letters of Application

Content of Cover Messages

Online Application Etiquette

Job Package: Advertisement, E-Mail, and Resume

Techniques for Interviewing Effectively

Criteria for Effective Follow-Up Correspondence

Job Acceptance Letter or E-Mail Message

The Writing Process at Work

Prewriting

Writing

Rewriting

Chapter Highlights * Apply Your Knowledge * Case Study * Individual and Team Projects * Problem-Solving Think Pieces * Web Workshop

CHAPTER 10 DOCUMENT DESIGN

Importance of Document Design

The Technical Communication Context

Damages and Dangers

Corporate Identity

Time and Money

Organization

Headings and Talking Headings

Order

Access

Variety

Web Sites Showing Design Elements

Chapter Highlights * Apply Your Knowledge * Case Studies * Individual and Team Projects * Problem-Solving Think Pieces * Web Workshop

CHAPTER 11 USING VISUAL AIDS

The Benefits of Visual Aids

Conciseness

Clarity

Cosmetic Appeal

Color

Criteria for Effective Graphics

Types of Graphics

Tables

Figures

Downloading Existing Online Graphics

Modifying or Creating New Graphics

The Writing Process at Work

Prewriting

Writing

Rewriting

Chapter Highlights * Apply Your Knowledge * Case Studies * Individual and Team Projects * Problem-Solving Think Pieces * Web Workshop

CHAPTER 12 COMMUNICATING TO PERSUADE

The Importance of Argument and Persuasion in Technical Communication

Persuasive Writing Requesting Action

Persuasive Writing within Organizations

Traditional Methods of Argument and Persuasion

Ethical Argumentation (Ethos)

Emotional Argumentation (Pathos)

Logical Argumentation (Logos)

ARGU to Organize Your Persuasion

Arouse Audience Involvement

Refute Opposing Points of View

Give Proof to Develop Your Thoughts

Urge Action—Motivate Your Audience

Avoiding Unethical Logical Fallacies

Inaccurate Information

Unreliable Sources

Sweeping Generalizations

Either . . . Or

Circular Reasoning (Begging the Question)

Inaccurate Conclusions

Red Herrings

Types of Persuasive Documents

Sales Letters

Fliers

Brochures

Press Releases

The Writing Process at Work

Prewriting

Writing

Rewriting

Chapter Highlights * Apply Your Knowledge * Case Study * Individual and Team Projects * Problem-Solving Think Pieces * Web Workshop

CHAPTER 13 TECHNICAL DESCRIPTIONS AND PROCESS ANALYSES

Defining Technical Descriptions

Types of Technical Descriptions

Operations Manuals

Product Demand Specifications

Study Reports Provided by Consulting Firms

Construction Design

Sales Literature

Defining Process Analysis

Examples of Process Analyses

Criteria for Writing Technical Descriptions and Process Analyses

Title

Overall Organization

Highlighting Techniques

The Writing Process at Work

Prewriting

Writing

Rewriting

Chapter Highlights * Apply Your Knowledge * Case Study * Individual and Team Projects * Problem-Solving Think Piece * Web Workshop

CHAPTER 14 INSTRUCTIONS, USER MANUALS, AND STANDARD OPERATING PROCEDURES

Why Write an Instruction?

Criteria for Writing Instructions

Audience Recognition

Ethical Instructions

Components of Instructions

Collaboration to Create User Manuals

Instructional Videos

Standard Operating Procedures

Why Write an SOP?

Components of SOPs

Test for Usability

Sample Instructions

The Writing Process at Work

Prewriting

Writing

Rewriting

Chapter Highlights * Apply Your Knowledge * Case Studies * Individual and Team Projects * Problem-Solving Think Piece * Web Workshop

CHAPTER 15 WEB SITES AND ONLINE HELP

Why the Web Is Important for Corporate Communication

International Growth of the Internet

Web Accessibility

Cognitive

Hearing

Visual

The Characteristics of Online Communication

Considerations for Handheld Mobile Devices

Establishing Credibility and Security in a Web Site

Ethical Considerations in a Web Site

Privacy and Security Considerations

Criteria for a Successful Web Site

Home Page

Linked Pages

Document Design

Grammar

Online Help

Techniques for Writing Effective Online Help

The Writing Process at Work

Prewriting

Writing

Rewriting

Chapter Highlights * Apply Your Knowledge * Case Studies * Individual and Team Projects * Problem-Solving Think Pieces * Web Workshop

CHAPTER 16 SHORT, INFORMAL REPORTS

What Is a Report?

Types of Reports

Criteria for Writing Reports

Organization

Development

Audience

Style

Types of Short, Informal Reports

Incident Reports

Investigative Reports

Trip Reports

Progress Reports

Lab Reports

Feasibility/Recommendation Reports

Meeting Minutes

The Writing Process at Work

Prewriting

Writing

Rewriting

Chapter Highlights * Apply Your Knowledge * Case Studies * Individual and Team Projects * Problem-Solving Think Pieces * Web Workshop

CHAPTER 17 LONG, FORMAL REPORTS

Why Write a Long, Formal Report?

Types of Long, Formal Reports: Informative, Analytical, and Recommendation

Information

Analysis

Recommendation

Major Components of Long, Formal Reports

Title Page

Cover Letter or Memo

Table of Contents

List of Illustrations

Abstract

Executive Summary

Introduction

Discussion

Conclusion/Recommendation

Glossary

Ethical Considerations when Documenting Sources in a Long, Formal Report

Appendix

Using Research in Long, Formal Reports

Research Includes Secondary and Primary Sources

The Writing Process at Work

Prewriting

Writing

Rewriting

Chapter Highlights * Apply Your Knowledge * Case Study * Individual and Team Projects * Problem-Solving Think Piece * Web Workshop

CHAPTER 18 PROPOSALS

Why Write a Proposal?

Internal Proposals

External Proposals

Requests for Proposals

Criteria for Proposals

Abstract

Introduction

Discussion

Conclusion/Recommendations

The Writing Process at Work

Prewriting

Writing

Rewriting

Sample Internal Proposal

Chapter Highlights * Apply Your Knowledge * Case Studies * Individual and Team Projects * Problem-Solving Think Pieces * Web Workshop

CHAPTER 19 ORAL PRESENTATIONS

The Role of Verbal and Nonverbal Communication

How Important Is Verbal and Nonverbal Communication?

What Is Verbal Communication?

What Is Vocal Communication?

What Is Visual Communication?

Listening Skills

The Importance of Oral Communication

Everyday Oral Communication

Telephone and Voicemail

Informal Presentations

Video and Teleconferences

Skype

Webconferencing

Formal Presentations

Types of Formal Oral Presentations

Parts of a Formal Oral Presentation

Introduction

Discussion (or Body)

Conclusion

Presentation Delivery Skills

Conflict Resolution

Visual Aids

PowerPoint Presentations

Benefits of PowerPoint

Tips for Using PowerPoint

The Writing Process at Work

Prewriting

Writing

Rewriting

Chapter Highlights * Apply Your Knowledge * Case Studies * Individual and Team Projects * Problem-Solving Think Pieces * Web Workshop

APPENDIX A GRAMMAR, PUNCTUATION, MECHANICS, AND SPELLING

APPENDIX B PARENTHETICAL SOURCE CITATIONS AND DOCUMENTATION

APPENDIX C LETTER FORMATS

REFERENCES

INDEX

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