Strategies for Technical Communication in the Workplace, 4th edition

I. FOUNDATIONS

1. Technical Communication: Global, Collaborative, and Digital
   • What is Technical Communication?
   • Main Features of Technical Communication
     • Focus is on the Reader, Not the Writer
     • Document Design is Efficient and Accessible
     • Writing Style is Clear and Relevant
     • Information is Persuasive, Truthful, and Based on Research
   • Three Primary Purposes of Technical Communication
     • Informational Purpose
     • Instructional Purpose
     • Persuasive Purpose
   • Common Types of Technical Documents
   • Technical Communication is Global, Collaborative, and Digital
     • Technical Communication is Global
   • STRATEGIES for Global Technical Communication
     • Technical Communication is Collaborative
   • STRATEGIES for Organizing a Team Project
     • Running Successful Meetings
     • Identifying and Managing Group Conflicts
   • STRATEGIES for Running a Meeting
   • STRATEGIES for Managing Team Conflicts
     • Reviewing and Editing the Work of Others
   • STRATEGIES for Peer Review and Editing
     • Technical Communication is Digital
   • CHECKLIST for Effective Technical Communication
   • APPLICATIONS
2. The Research Process in Technical Communication
   • Thinking Critically about Research
   • STRATEGIES for Thinking Critically about Research
   • Primary versus Secondary Sources
   • Exploring Secondary Sources
     • How to Locate Secondary Sources
     • Types of Secondary Sources
   • STRATEGIES for Finding Credible, Reliable Secondary Sources
   • Exploring Primary Sources
     • Unsolicited Inquiries
     • Informational Interviews
   • STRATEGIES for Informational Interviews
     • Surveys
   • STRATEGIES for Surveys
     • Observations and Experiments
   • CHECKLIST for Doing Research
   • APPLICATIONS
3. Providing Audiences with Usable Information
   • Analyze the Document’s Audience
     • Primary and Secondary Audiences
     • Relationship with Audience
     • Audience’s Technical Background
     • Audience’s Cultural Background
   • STRATEGIES for Analyzing Your Audience
   • Determine the Document’s Purpose
     • Primary and Secondary Purposes
     • Intended Use of the Document
   • Know How to Be Persuasive
     • Using Claims as a Basis for Persuasion
     • Connecting with Your Audience
   • STRATEGIES for Persuasion
   • Create a Task Analysis for the Document
   • Consider Other Related Usability Factors
     • Setting
     • Potential Problems
     • Length
     • Format
     • Timing
     • Budget
   • Develop an Information Plan for the Document
   • Write, Test, Revise, and Proofread the Document
   • STRATEGIES for Proofreading
   • CHECKLIST for Usability
   • APPLICATIONS
4. Recognizing Ethical Issues in Technical Communication
   • Ethics, Technology, and Communication
   • Types of Ethical Choices
   • How Workplace Pressures Affect Ethical Values
   • Recognizing and Avoiding Ethical Abuses
   • STRATEGIES for Avoiding Ethical Abuses
   • CHECKLIST for Ethical Communication
   • APPLICATIONS

II. BLUEPRINTS

5. Structuring Information for Your Readers
   • The Importance of an Understandable Structure
   • Outlining
   • Chunking
   • STRATEGIES for Outlining
   • Sequencing
   • Paragraphing
     • The Topic Sentence
     • Paragraph Unity
     • Paragraph Coherence
   • Clarifying Headings
   • Providing an Overview
   • CHECKLIST for Structuring Information
   • APPLICATIONS
6. Writing with a Readable Style
   • The Importance of a Readable Style
   • Writing Clearly
     • Avoiding Ambiguous Pronoun References
     • Avoiding Ambiguous Modifiers
     • Using Active Voice Whenever Possible
     • Using Passive Voice Selectively
     • Avoiding Nominalizations
     • Unstack Modifying Nouns
     • Avoiding Unnecessary Jargon
   • Writing Concisely
     • Avoiding Wordiness
     • Eliminating Redundancy and Repetition
   • Writing Fluently
     • Combining Related Ideas
     • Varying Sentence Construction and Length
     • Using Parallel Structure
   • Writing Personably
     • Adjusting Your Tone
   • STRATEGIES for Deciding about Tone
     • Avoiding Biased Language
   • STRATEGIES for Unbiased Usage
   • CHECKLIST for Style
   • APPLICATIONS
7. Using Audience-Centered Visuals
   • The Importance of Using Audience-Centered Visuals
   • When to Use Visuals
     • Using Visuals to Support Text
     • Using Visuals on Their Own
   • Types of Visuals
   • Tables
   • STRATEGIES for Creating Tables
     • Graphs
   • STRATEGIES for Creating Graphs
     • Charts
   • STRATEGIES for Creating Charts
     • Illustrations and Diagrams
     • Photographs
     • Videos
     • Icons and Symbols
   • STRATEGIES for Illustrations, Diagrams, Photographs, Videos, Icons, and Symbols
   • Special Considerations When Using Visuals
     • Selecting Appropriate Visuals
     • Placing, Cross-Referencing, and Presenting Visuals
     • Using Color in Visuals
     • Using Visuals Fairly and Accurately
   • CHECKLIST for Using Audience-Centered Visuals
   • APPLICATIONS
8. Designing User-Friendly Documents
   • The Importance of User-Friendly Document Design
   • Characteristics of Well-Designed Documents
   • Specific Design Elements
     • Designing for Consistency and Cohesiveness
   • STRATEGIES for Designing: Consistency and Cohesiveness
     • Designing for Navigation and Emphasis
   • STRATEGIES for Designing: Navigation and Emphasis
   • CHECKLIST for Document Design
   • APPLICATIONS

III. DOCUMENTS

9. Résumés and Other Employment Materials
   • Assessing Your Skills and Aptitudes
   • Researching the Job Market
     • Engage in Active Networking
   • Résumés
     • Parts of a Résumé
     • Organizing Your Résumé
   • STRATEGIES for Creating a Résumé
   • Application Letters
     • Solicited Application Letters
     • Unsolicited Application Letters
   • STRATEGIES for Application Letters
   • Digital versus Print Job Application Materials
   • STRATEGIES for Digital Job Application Materials
   • Dossiers, Portfolios, and E-portfolios
     • Dossiers
     • Portfolios and E-portfolios
   • STRATEGIES for Dossiers, Portfolios, and E-portfolios
   • Interviews and Follow-up Letters
     • Interviews
     • Follow-up Communication
   • STRATEGIES for Interviews and Follow-up Notes
   • CHECKLIST for Résumés
   • CHECKLIST for Job Application Letters
   • CHECKLIST for Supporting Materials
   • APPLICATIONS
10. Memos and Letters
    • Memo Basics, Parts, and Format
      • Parts and Format of Memos
    • Memo Tone
    • Types of Memos
      • Transmittal Memo
      • Summary or Follow-up Memo
      • Informational Memo
    • STRATEGIES for Memos
    • Letter Basics, Parts, and Format
      • Letter Parts and Formats
    • Letter Tone
      • Establishing and Maintaining a “You” Perspective
      • Being Polite and Tactful
      • Using Plain English
      • Considering the Needs of International Readers
      • Being Direct or Indirect
    • STRATEGIES for Letters in General
    • Types of Letters
      • Inquiry Letters
    • STRATEGIES for Inquiry Letters
      • Claim Letters
    • STRATEGIES for Claim Letters
      • Sales Letters
    • STRATEGIES for Sales Letters
      • Adjustment Letters
    • STRATEGIES for Adjustment Letters
    • CHECKLIST for Memos and Letters
    • APPLICATIONS
11. Definitions
    • Audience and Purpose of Definitions
    • Legal, Safety, and Societal Implications of Definitions
    • Types of Definitions
      • Parenthetical Definitions
      • Sentence Definitions
      • Expanded Definitions
    • Methods for Expanding Definitions
      • Etymology
      • History
      • Negation
      • Operating Principle
      • Analysis of Parts
      • Visuals
      • Comparison and Contrast
      • Required Conditions
      • Examples
      • Using Multiple Expansion Methods
    • Placement of Definitions
    • STRATEGIES for Definitions
    • CHECKLIST for Definitions
    • APPLICATIONS
12. Descriptions
    • Audience and Purpose of Descriptions
    • Objectivity in Descriptions
    • Elements of Descriptions
      • Title
      • Introduction
      • Sequence of Topics
      • Visuals
      • Conclusion
    • Product and Process Descriptions
    • A Complex Product Description
    • A Complex Process Description
    • STRATEGIES for Descriptions
    • Specifications
    • STRATEGIES for Specifications
    • CHECKLIST for Descriptions and Specifications
    • APPLICATIONS
13. Instructions and Procedures
    • Audience and Purpose of Instructions
    • Types of Instructional Formats
      • User Manuals
      • Quick Reference Materials
      • Assembly Guides
      • Web-based Instructions
      • Online Instructions
    • Safety and Legal Implications
    • Elements of Effective Instructions
      • Title
      • Overview or Introduction
      • Body
      • Conclusion
      • Visuals
      • Notes, Cautions, Warnings, and Danger Notices
    • Content, Style, and Design Considerations
      • Detail and Technicality
      • Style
      • Design
    • STRATEGIES for Readable Instructions
    • STRATEGIES for Accessible Instructions
    • Procedures
      • Audience and Purpose Considerations
      • Types of Procedures
    • Conducting a Usability Survey
    • STRATEGIES for Instructions and Procedures
    • CHECKLIST for Instructions and Procedures
    • APPLICATIONS
14. Summaries
    • Audience and Purpose of Summaries
    • Elements of Effective Summaries
      • Accuracy
      • Completeness
      • Conciseness
      • Nontechnical Style
    • Writing Summaries Step by Step
      • Step 1: Read the Original Document
      • Step 2: Reread and Mark Essential Material
      • Step 3: Cut and Paste the Key Information
      • Step 4: Redraft the Information into Your Own Organizational Pattern and Words
      • Step 5: Edit Your Draft
      • Step 6: Compare Your Version with the Original Document
    • Special Types of Summaries
      • Closing Summaries
      • Informative Abstracts
      • Descriptive Abstracts
      • Executive Summaries
    • Summarizing Information for Social Media
    • STRATEGIES for Summaries
    • CHECKLIST for Summaries
    • APPLICATIONS
15. Informal Reports
    • Two Categories of Reports: Informational and Analytical
    • Types of Informational Reports
      • Progress Reports
    • STRATEGIES for Progress Reports
      • Periodic Activity Reports
      • Trip Reports
    • STRATEGIES for Periodic Activity Reports
    • STRATEGIES for Trip Reports
      • Meeting Minutes
    • STRATEGIES for Meeting Minutes
    • Types of Analytical Reports
      • Feasibility Reports
    • STRATEGIES for Feasibility Reports
      • Recommendation Reports
    • STRATEGIES for Recommendation Reports
      • Peer Review Reports
    • STRATEGIES for Peer Review Reports
    • CHECKLIST for Informal Reports
    • APPLICATIONS
16. Formal Reports
    • Audience and Purpose of Formal Reports
      • Comparative Analysis
      • Causal Analysis
      • Feasibility Analysis
    • Elements of Effective Formal Reports
      • Accurate, Appropriate, and Clearly Interpreted Data
      • Clearly Identified Purpose Statement
      • Understandable Structure
      • Readable Style
      • Audience-centered Visuals
      • User-friendly Design
    • Parts of Formal Reports
      • Letter of Transmittal
      • Front Matter
      • Text of the Report
      • End Matter
    • STRATEGIES for Formal Reports
      • A Sample Formal Report
    • CHECKLIST for Formal Reports
    • APPLICATIONS
17. Proposals
    • Audience and Purpose of Proposals
    • Types of Proposals
      • Planning Proposals
      • Research Proposals
      • Sales Proposals
    • Organization of Informal and Formal Proposals
      • Clear Title or Subject Line
      • Background Information
      • Statement of Problem or Situation
      • Description of Solution or Resolution
      • Costs, Timing, and Qualifications
      • Conclusion
    • STRATEGIES for Proposals
      • A Sample Formal Proposal
    • CHECKLIST for Proposals
    • APPLICATIONS

IV. DIGITAL MEDIA AND PRESENTATIONS

18. Email
    • Workplace Email
      • Audience and Purpose of Email
      • Components and Organization of Email
    • Types of Workplace Email
    • STRATEGIES for Choosing and Using Email
    • Appropriate Style for Workplace Email
    • STRATEGIES for Email Style and Tone in the Workplace
    • Copyright and Privacy in Digital Communication
    • CHECKLIST for Email
    • APPLICATIONS
19. Blogs, Wikis, and Web Pages
    • Blogs
      • Internal Blogs
      • External Blogs
    • Wikis
      • Internal Wikis
      • External Wikis
    • Web Pages
    • Audience and Purpose of Web Pages
    • Elements of Effective Web Pages
      • Structure
      • Style
      • Visuals
      • Design
    • Web Page Credibility and Privacy Issues
    • STRATEGIES for Blogs, Wikis, and Web Pages
    • CHECKLIST for Blogs, Wikis, and Web Pages
    • APPLICATIONS
20. Social Media
    • Considering Audience and Purpose
      • Audience as Contributor
      • Personal versus Workplace Uses of Social Media
    • Social Media in Technical and Workplace Communication
      • Customer Review Sites
      • Facebook
      • Google+
      • Instagram
      • LinkedIn and Other Job Sites
      • Twitter
      • YouTube
      • Other Popular Social Media Sites
    • Credibilty and Legal Issues
    • STRATEGIES for Social Media
    • CHECKLIST for Social Media
    • APPLICATIONS
21. Oral Presentations and Video Conferencing
    • Audience and Purpose of Oral Presentations
    • Types of Oral Presentations
      • Informative Presentations
      • Training Presentations
      • Persuasive Presentations
      • Action Plan Presentations
    • Sales Presentations
    • Parts of Oral Presentations
      • Introduction
    • Body
      • Conclusion
    • Preparing Oral Presentations
      • Research and Connect the Topic to Your Audience
      • Create an Outline or Storyboard
      • Determine a Delivery Style
      • Choose Your Technology
      • Plan the Use of Visuals
    • STRATEGIES for Preparing Oral Presentations
      • Practice the Presentation
    • Using Presentation Software
    • Video Conferencing
    • STRATEGIES for Using Presentation Software and Video Conferencing
    • Delivering Oral Presentations
    • STRATEGIES for Delivering Oral Presentations
    • CHECKLIST for Oral Presentations
    • APPLICATIONS

Appendix A: Documenting Sources

• What Is Plagiarism?
• Identifying Sources and Information to be Documented
• Taking Effective and Accurate Notes
• STRATEGIES for Taking Notes
• Quoting, Paraphrasing, and Summarizing Properly
  • Quoting the Work of Others
• STRATEGIES for Quoting the Work of Others
  • Paraphrasing the Work of Others
• STRATEGIES for Paraphrasing the Work of Others
  • Summarizing the Work of Others
• STRATEGIES for Summarizing the Work of Others
• Documentation: The Key to Avoiding Plagiarism
  • Why You Should Document
  • What You Should Document
  • How You Should Document
• MLA Documentation Style
  • MLA Parenthetical References
  • MLA Works Cited Entries
• APA Documentation Style
  • APA Parenthetical References
  • APA Reference Entries
• Other Documentation Styles
• Recognizing Copyright Issues
  • Works in the Public Domain
  • Fair Use
  • The Difference between Plagiarism and Copyright Infringement

Appendix B: A Brief Handbook

• Grammar
  • Sentence Fragments
  • Run-on Sentences
  • Comma Splices
  • Faulty Agreement–Subject and Verb
  • Faulty Agreement–Pronoun and Referent
  • Faulty Coordination and Subordination
  • Faulty Pronoun Case
• Punctuation
  • Period
  • Question Mark
  • Exclamation Point
  • Semicolon
  • Colon
  • Comma
  • Apostrophe
  • Quotation Marks
  • Ellipses
  • Brackets
  • Italics
  • Parentheses
  • Dashes
• Mechanics
  • Abbreviation
  • Hyphenation
  • Capitalization
  • Numbers and Numerals
  • Spelling
• Usage
• Transitions
  • Use Transitional Expressions
  • Repeat Key Words and Phrases
  • Use Forecasting Statements
• Lists
  • Embedded Lists
  • Vertical Lists

Works Cited

Credits

Index