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Technical Communication

by: Burnett, E.

Technical Communication

by: Burnett, E.

ISBN 13:
9781413001891
ISBN 10:
1413001890
Edition: 6th
Format: Paperback
Copyright: 07/30/2004
Publisher: Cengage Learning

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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.

Preface

Acknowledgments

PART I Communicating in the Workplace

1. Characterizing Workplace Communication

(34)

Objectives and Outcomes

(1)

Importance of Effective Communication

(1)

Defining Technical Communication

(4)

Contexts for Constructing Meaning

(4)

Genre in Technical Communication

(1)

Communities

(1)

Technology in Technical Communication

(1)

Ethics in Technical Communication

(1)

Ethics Sidebar: Public vs. Private: Ethics and the Technical Professional

(1)

Accessibility, Comprehensibility, and Usability

(2)

Communication in the Workplace

(11)

Providing Information

(2)

Identifying Problems

(2)

Reporting Progress

(2)

Managing Web Resources

(2)

Directing Action

(2)

Constraints that Communicators Encounter

(2)

Time Constraints

(1)

Subject and Format Constraints

(1)

Audience Constraints

(1)

Collaboration as a Constraint

(1)

Constraints in Data Collection

(1)

Constraints in Technology

(1)

Constraints Caused by Noise

(1)

Individual and Collaborative Assignments

(9)

2. Understanding Culture and the Workplace

(40)

Objectives and Outcomes

(1)

Noticing Culture in the Workplace

(3)

What's Normal?

(1)

Cultural Blindness

(1)

Defining Culture

(1)

Understanding the Importance of Culture

(11)

Globalization and Localization

(2)

Ethics Sidebar: Minimizing Cultural Bias in International Web Sites

(7)

Cultural Values

(1)

Analyzing Culture

(13)

National Culture

(6)

Organizational Cultures

(2)

Gansu Province Project in the People's Republic of China

(2)

Individuals and Their Culture

(3)

Increase Cultural Awareness

(3)

Individual and Collaborative Assignments

(9)

3. Reading Technical Information

(34)

Objectives and Outcomes

(1)

Identifying Purposes

(1)

Reading-Writing Relationships

(2)

Strategies for Effective Reading

(23)

Skim, Scan, and Predict

(3)

Identify Structure and Hierarchy

(5)

Determine the Main Points

(2)

Draw Inferences

(1)

Generate Questions and Examples

(2)

Ethics Sidebar: "It's only a report": Ethics and Context

(1)

Monitor and Adapt Reading Strategies

(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)

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

Amazon no longer offers textbook rentals. We do!

Technical Communication

Technical Communication

9781413001891

1413001890

Summary

Author Biography

Table of Contents

Supplemental Materials

Write a Review

Amazon no longer offers textbook rentals. We do!

Technical Communication

Technical Communication

9781413001891

1413001890

Summary

Author Biography

Table of Contents

Supplemental Materials

Write a Review

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