Technical Communication in the Twenty-First Century

Brief TOC

 

Chapter 1: Technical and Professional Communication in the Workplace   2

 

Chapter 2: Rhetoric and Technical Communication   22

 

Chapter 3: Technical Writing and Electronic Technologies   42

 

Chapter 4: Ethics and the Workplace Writer   70

 

Chapter 5: Researching and Evaluating Source Materials   96

 

Chapter 6: Organizing and Drafting Documents   130

 

Chapter 7: Visual Rhetoric and Using Visuals   164

 

Chapter 8: Layout and Design   216

 

Chapter 9: Revising, Rewriting, and Editing   252

 

Chapter 10: Usability   292

 

Chapter 11: E-mail and Memos   318

 

Chapter 12: Letters   348

 

Chapter 13: Finding and Obtaining Employment   376

 

Chapter 14: Technical Definitions   414

 

Chapter 15: Technical Descriptions   442

 

Chapter 16: Websites and Online Environments   464

 

Chapter 17: Technical Instructions   500

 

Chapter 18: Manuals   540

 

Chapter 19: Proposals and Requests for Proposals   570

 

Chapter 20: Informal Reports   610

 

Chapter 21: Formal Reports   632

 

Chapter 22: Presentations   662

 

Appendix A:  Grammar Handbook   694

 

Appendix B:  Documentation   710

 

 

Complete TOC: 

 

Chapter 1: Technical and Professional Communication in the Workplace

Chapter Learning Outcomes

Real People, Real Writing

Introduction

            Writing across Workplaces

Writing, Writing, and Writing

            Technical and Professional Writing as Documents

            Technical and Professional Writing as Problem Solving

            The Problem-Solving Approach

            Technical and Professional Communication in the Real World

Chapter Summary

Concept Review Questions

Case Study

Cases on TCTC Website

Video Case

Writing Scenarios

 

 

Chapter 2: Rhetoric and Technical Communication

Chapter Learning Outcomes

Real People, Real Writing

Introduction

Exigence and Purpose

Audiences

            Audiences Vary from Writing Situation to Writing Situation

            Audiences Have Expectations and Attitudes

            Audiences Use Documents

            Multiple Audiences Often Read Documents

            Cross-Cultural Audiences

Workplace Writers

            Correctness

            Experience and Expertise

            Goodwill

            Similarity

            Audiences Must Trust Writers

Documents

Chapter Summary

Concept Review Questions

Case Study

Cases on the TCTC Web Site

Video Case

Writing Scenarios

 

 

Chapter 3: Technical Writing and Electronic Technologies

Chapter Learning Outcomes

Real People, Real Writing

Introduction

            One Additional Note

Creating Documents

            Word Processors

            Web-Authoring Software

            Graphics and Imaging Software

            Desktop Publishing Software

            Help Authoring Tools

            Single Sourcing Programs

Communicating and Collaborating

            The Internet

            Email

Ethics and Electronic Communication

            The World Wide Web

            Electronic Messaging

            Videoconferencing

            Groupware

The Future of Workplace Writing and Computer Technology

Chapter Summary:

Concept Review Questions

Case Study

Cases on TCTC Website

Video Case

Writing Scenarios

 

 

Chapter 4: Ethics and the Workplace Writer

Chapter learning Outcomes

Real People, Real Writing

Introduction

What is Ethics?

            Legal vs. Ethical

            Ethics and the Workplace Writer

Ethical Guidelines for Workplace Writers

            Guideline #1: The Law

            Guideline #2: Honesty

            Guideline #3: Confidentiality

Codes of Ethics

Ethics and Technology or Cyberethics

            Email

            Websites

            Visuals

Environmental Ethics

            Deceptive or Evasive Language

            Obscuring the Issue

The Ethical Writer’s Check List

Summary

Concept Review Questions

Case Study

Cases on the Web

Video Case

Writing Scenarios

 

 

Chapter 5: Researching and Evaluating Source Materials

Chapter Learning Outcomes

Real People, Real Writing

Introduction

            Problem-Solving Approach

            Asking the Right Questions

            Primary and Secondary Sources

Finding and Evaluating Source Materials

            Research in the Workplace: An Example

            Primary Research

Conducting Primary Research

Interviews

Surveys

Focus Groups

Note Taking and Drafting

Note Taking

Drafting (as Note Taking)

Documentation and Ethics in Researching

Quoting, Paraphrasing, and Summarizing

Chapter Summary

Concept Review

Case Study

Cases on TCTC Website

Video Case

Writing Scenarios

Problem Solving in Your Own Writing

 

 

Chapter 6: Organizing and Drafting Documents

Chapter learning Outcomes

Real People, Real Writing

Introduction

Drafting

            Writing the Body

Organizational Strategies

            Sequential

            Chronological

            Order of Importance

            General/Specific

            According to Divisions

            According to Classifications

            Cause and Effect

            Comparison/Contrast

            Spatial

Writing the Conclusion

Writing the Introduction

            Purpose/Objective

            Scope

            Identifying the Problem

            Relevant Information/Background

            Key Terms

            Overview of Organization

            Summary

Web Page Introductions

Drafting Strategies

            Confirm Your Purpose

            Analyze Your Audience

            Gather Your Information

            Develop Ideas about the Information

            Organizing Your Information

            Writing the First Draft

Electronic Templates and Wizards

Summary

Concept Review

Case Study

Cases on the Web

Video Case

Writing Scenarios

 

 

Chapter 7: Visual Rhetoric and Using Visuals

Learning Outcomes

Real People, Real Writing

Introduction

            Graphics

            Images

Visual Rhetoric

            Increase Comprehension

            Clarification

            Provide Examples

            Illustrate

            Depict Relations

            Emphasize

            Highlight

            Gain Attention

            Establish Authority

            Reach a Broader Audience

            Improve Organization

            Simplify

Types of Visuals

            Types of Graphics

            Types of Images

Finding, Creating, Capturing, and Formatting Visuals

            Databases

            Web Searches

            Clip Art

            Making Your Own Visuals

Using Color Effectively

            Using color to Highlight or Draw Attention

            Using Color to Demarcate Textual Division

            Using Color to Identify a Particular Part of a Document or Kind of Text

            Using color to clarify organization and relationships between textual elements

            Using Color to Improve the Aesthetic and Professional Quality of Documents

            How to Color

            Guidelines for Using Color

When and Where to Use Visuals

            Guidelines for Using Visuals

Revising Visuals

Ethics and Visuals

Summary

Concept Review

Case Study

Cases on the Web

Video Case

Writing Scenarios

 

 

Chapter 8: Layout and Design

Chapter Learning Outcomes

Real People, Real Writing

Introduction

Layout, Design, and the Problem Solving Approach

Principles of Document Architecture

Balance

Connection

Duplication

Variation

Flow

Elements of Document Architecture

Physical Properties

Text and Typography

Titles and Headings

Captions

Headers and Footers

Lists

Line Length, Spacing, and Justification

White Space

Summary

Concept Review

Case Study

Cases on the TCTC Web Site

Video Case

Writing Scenarios

Problem Solving in Your Writing

 

 

Chapter Nine: Revising, Rewriting, and Editing

Chapter Learning Outcomes

Real People, Real Writing

Introduction

Revising

Rewriting

Editing

Guidelines for Revising

Get an Overview

Trim the Fat

Revising for Clarity

Revising for Concision

Revising for Style

Revise for Tone

Revising for Visuals

Revising for Consistency and Integrity

Revising for Timeliness

Guidelines for Rewriting

Work from Large to Small

Consider Your Audience

Consider Your Purpose

Consider the Format

Consider the Ethical Dimensions

Guidelines for Editing   

General Proofreading and Editing Guidelines

Editing for Grammatical and Punctuation Correctness

Editing Alone or in Groups

Technology

Highlighting Sentences

Removing Text

Cut, Copy, and Paste

Visuals and Character Insertion

Language tools

Document Design

Summary

Concept Review

Case Study

Case Studies on the TCTC Web Site

Video Case

Writing Scenarios

Problem Solving in Your Own Writing [PSA LOGO]

 

 

Chapter 10: Usability

Chapter Learning Outcomes

Real People, Real Writing

Introduction

Usability in the Workplace

Where Usability Testing Takes Place

            In the Lab

            Outside the Lab

            Field Testing

Planning, Conducting, and Reporting Usability Tests

            Establish a Team

            Define Parameters of the Test

            Define the User Profile

            Establish Issues and Goals of the Test

            Write the Test Plan

            Recruit and Screen Participants for Test

            Conduct the Usability Test

            Collect Data from Test

            Administer Post-Test Questionnaires to Participants

            Analyze Findings

            Report the Results and Make Recommendations

Ethical Considerations in Usability Testing

            Briefing Participants about the Test Process

            Creating Unbiased Questionnaires

            Consent and Nondisclosure Forms

            Visits “In the Field”

Website Usability

Chapter Summary

Concept Review Questions

Case Study

Cases on the TCTC Web Site

Video Case

Writing Scenarios

 

 

Chapter 11: Email and Memos

Chapter Learning Outcomes

Real People, Real Writing

Introduction

            Level of Formality

            Introductory and Concluding Information

            Level of Detail

            Basic Elements of Email Messages

            Subject Lines

            Recipients

            Message Content and Length

            Paragraph Length and Spacing

            Other Formatting Issues

            Signatures

            Attachments

Electronic Messaging

Basic Elements of Memos

            Content 

            Length and formatting

            Design features

Situations Requiring a Memo

Choosing Between Email and a Memo

Chapter Summary

Concept Review Questions

Case Study Exercise

Cases on TCTC Website

Video Case

Writing Scenarios

Problem Solving in Your Writing

 

 

Chapter 12: Letters

Chapter Learning Outcomes

Real People, Real Writing

Introduction

Basic Elements of Letters

            Heading or Letterhead

            Date

            Recipient’s or Inside Address

            Salutation or Greeting

            Introductory Paragraph

            Body Paragraphs

            Concluding Paragraphs

            Closing Phrase or Complementary Close

            Signature

            Additional Page Headers

Additional Features

            Introducing Line

            Typist’s Initials

            Enclosure Line

            Distribution Line

Formats for Letters

            Block Style

            Modified Block Style

Patterns for Organizing a Letter

            Positive Messages

            Negative Messages

            Persuasive Messages

Chapter Summary

Concept Review Questions

Case Study Exercise

Cases on TCTC Website

Video Case

Writing Scenarios

Problem Solving in Your Writing

 

 

Chapter 13: Finding and Obtaining Employment

Chapter Learning Outcomes

Real People, Real Writing

Introduction

Preparing for a Job Search

            Gather Information through Library, Internet, or Placement Center Research

            Gather Information through Interviews

            Gather Information through Professional Organizations, Meetings, Email Lists, and Electronic Bulletin Boards

            Apply for Work-Study, Internship, or Volunteer Programs Related to your        Career

            Begin a Working Résumé (or a Personal Data File)

            Are You a Job Hopper?

            Request Letters of Recommendation and References

            Begin Compiling a Dossier or Portfolio

            Begin your job Search

Creating Employment-Related Documents

            Recommendation Request Letters

            Letters of Inquiry

            Résumés

            Online Résumés

            Scannable Résumés

            Ethics and Résumés

            Job Application Cover Letters

Preparing for Job Interviews

            Gathering Information

            Anticipating Questions

            Mock Interviews

Participating in Job Interviews

            Beginning of Interview

            Middle of Interview

            Conclusion of Interview

            Follow-up letters

Negotiating and Accepting Job Offers

            Job Acceptance and Rejection Letters

            Acceptance Letters

            Rejection Letters

Summary

Concept Review

Case Study

Cases on the TCTC Web Site

Video Case

Writing Scenarios

Problem Solving in Your Writing

 

Chapter 14: Technical Definitions

Chapter Learning Outcomes

Real People, Real Writing

Introduction

Dictionary Definitions Kinds of Definitions Definitions that Describe Definitions that Compare & Contrast Definitions that Classify Definitions that Provide Examples Definitions that Illustrate with Visuals

Writing Definitions and the Problem-Solving Approach

Plan Research

Draft

Revise

Distribute

Defining Symbols and Signs

Ethics and Definitions

Full Disclosure

Appropriate Style

Common Mistakes in Creating Definitions

Chapter Summary

Concept Review Questions

Case Study

Video Case Studies

Writing Scenarios

Problem Solving in Your Own Writing

 

 

Chapter 15: Technical Descriptions

Chapter Learning Outcomes

Real People, Real Writing

Introduction

            Technical Specifications

Components of Technical Descriptions

            Introduction of a Technical Description

            Background

            Parts and Characteristics

            Visuals in Technical Descriptions

Composing Technical Descriptions

            Descriptive Detail

            Organizing Technical Descriptions

            Headings

            Parts Lists

Ethics

            Objectivity

            Audience Analysis

            Alerts

            Usability Testing

Summary

Concept Review Questions

Case Study

Cases on the Web

Video Case

Writing Scenarios

Problem Solving in Your Own Writing

 

 

Chapter 16: Websites and Online Environments

Learning Outcomes

Real People, Real Writing

Introduction

Basic Differences Between Writing a Website and Writing a Print Document

            Size and Dimension

            Navigational Features

             Visual Components

            Multimedia

            Accessing Speed

Intranet and Internet Web Pages

            Intranet Web Pages

            Internet Web Pages

Web Terminology

            Web Page

            Web Browser

            URL

            Home Page

            Hypertext

            Link

            Interface

            Navigation

            Search Engine

            Site Architecture

            Site Map

            Server space

            Cookies

Web Technologies

            HTML

            XHTML

            Tables and Frames

            CSS

            Web Authoring Software

            Javascript

            CGI

            CMS

            Plugins

            Ethics

            Accessibility

            Maintaining Company Image

            Informing the General Public

Standard Web Page Guidelines

            Continuity and Branding

            Navigation

            Splash Page

            Home Page

            Nodes

            Sub Page

            Search Optimization and Meta-tags

            FAQ

            Site Map

            Color

Organizing a Website

Web Sites and Usability

            Navigation:

            Content

            Visuals

            Other

Summary

Concept Review Questions

Case Study

Cases on the TCTC Web Site

Video Case

Writing Scenarios

Problem Solving in Your Writing

 

 

Chapter 17: Technical Instructions

Chapter Learning Outcomes

Real People, Real Writing

Introduction

Ethics

General Guidelines for Technical Instructions

Organizing Instructions

General Overview

Title/Title Image

Byline

Date

Introduction to Instructions

Alerts/Special considerations

Equipment Needed/Tools

Parts Lists

Steps

Conclusion

The Quick Reference Card

Help Pages

Be Concise

Be Clear

Be Thorough

Be Direct, but Be Friendly

Provide Examples

Provide Links

Make it Searchable

Final Words on Help Pages

Usability

Design

Summary

Concept Review Questions

Case Study

Cases on the Web

Video Case

Writing Scenarios

Solving Problems in Your Own Writing

 

 

Chapter 18: “Manuals”

Chapter Learning Outcomes

Real People, Real Writing

Introduction

Types of Manuals

Policy Manuals

Procedures Manuals

Operations Manuals

Operators’ Manuals

Owners’ or Users’ Manuals

Service and Maintenance Manuals

Training Manuals

Field Manuals

Lab Manuals

Manual Standards

General Guidelines for Manuals

Writers consider readers first and foremost when writing manuals

Writers understand the function and purpose of the manual

Writers develop detailed outlines and overviews of the manual before writing

Writers understand their information sources

Writers agree on divisions of labor in writing manuals

Writers consider the format in which the manual will be produced.

Writers test manuals through usability testing

Manual Organization

Front Matter

Body

Conclusion and End Matter

Usability

Updating

Single Sourcing

Manuals as Marketing and Public Relations

Ethics

Format and Design

Summary

Concept Review Questions

Cases on the Web

Video Case

Writing Scenarios

Solving Problems in Your Own Writing

 

 

Chapter 19: Proposals and Requests for Proposals (RFPs)

Chapter Learning Outcomes

Real People, Real Writing

Introduction

Types of Proposals

            Internal and External

            Sole-Source Contracts

Requests for Proposals (RFPs)

            Reading RFPs

            Writing RFPs

RFP Ethics and Professionalism

RFP Technology

            World Wide Web

            Databases and Lists

            RFPs and Communications Technologies

            PDFs

            Forms

Proposals

            Sales Proposals

            Research and Grant Proposals

Writing a Proposal

            General Guidelines for Writing Proposals

Proposals and Technology

Coffee Rings and Pretzel Crumbs

Summary

Concept Review Questions

Case Study

Case on the Web

Video Case

Writing Scenarios

Problem Solving in Your Writing

 

 

Chapter 20: Informal Reports

Chapter Learning Outcomes

Real People, Real Writing

Introduction

Informal Reports[dld1] 

                        Progress Reports

                        Informal Lab Reports

                        Directives

                        Incident Reports

Composing Informal Reports

            Plan

            Research

            Draft

            Revise

            Distribute

Ethical Issues in Report Writing

Summary

Concept Review Questions

Case Study

Cases on the TCTC Web Site

Writing Scenarios

Problem Solving in Your Own Writing

 

 

Chapter 21: Formal Reports

Chapter Learning Outcomes

Real People, Real Writing

Introduction

Recommendation Reports

Feasibility Reports

Evaluation Reports

Problem-Solving and Rhetorical Concerns in Formal Reports

            Audience

            Research

            Visuals and Graphics

            Collaborative

            Drafting and Revising

            Distributing

Components of Formal Reports

            Front Matter

            Body

            Back Matter

Ethical Issues in Formal Report Writing

Chapter Summary

Concept Review Questions

Case Study

Video Case Studies

Writing Scenarios

Solving Problems in Your Own Writing

 

 

Chapter 22: Presentations

Chapter Learning Outcomes

Real People, Real Writing

Introduction

Informal Presentations

Formal Presentations

Preparing for a Presentation

Identifying your Audience

Assessing the Physical Context

Determining Time

Gathering and Evaluating the Information

Choosing the Appropriate Visual Aids

Creating Effective Visuals

Additional Suggestions for Creating Presentation Slides

Planning Your Speech

Organizing your Presentation

Delivering a Presentation

Vocalization

Body Language

Fielding Questions

Summary

Concept Review

Case Study

Cases on the TCTC Web Site

Video Case

Writing Scenarios

Problem Solving in Your Writing

 

Appendix A:  Grammar Handbook

 

Appendix B:  Documentation

 

Index