Strategies for Technical Communication in the Workplace

About our authors Laura J. Gurak is professor and founding chair of the Department of Writing Studies at the University of Minnesota, where she teaches courses in technical writing and digital communication. She holds an MS in technical communication and a PhD in communication and rhetoric from Rensselaer Polytechnic Institute. She is the author of 2 books from Yale University Press, one of which was the first book-length study of online social actions. Gurak is also coeditor of several edited collections and author on numerous conference presentations and papers. She is a recipient of the Society for Technical Communication's Outstanding Article award. Gurak has authored and coauthored 5 textbooks in technical communication, published by Pearson. She has worked as a software developer, technical writer and communications consultant for various companies and organizations.John Lannon is Professor Emeritus and former Director of Writing at the University of Massachusetts, Dartmouth, where he developed the undergraduate major in professional writing and later codeveloped the MA program in professional writing. He has also taught at Cape Cod Community College, University of Idaho, Southern Vermont College and University of Strasbourg. He has authored and coauthored 5 major textbooks in business communication, rhetoric and technical communication; book reviews; filmstrips; environmental documents and instructional software. He is the recipient of a NDEA Fellowship and Fulbright Lectureship. He holds a BS, MA and PhD from the University of Massachusetts, Amherst. His initial training and work were in biomedical science and technology with the USAF. He has also served as a communications consultant for various companies and government institutions.

• I. FOUNDATIONS Technical Communication: Global, Collaborative, and Digital What is Technical Communication?Main Features of Technical Communication Focus is on the Reader, Not the WriterDocument Design is Efficient and AccessibleWriting Style is Clear and RelevantInformation is Persuasive, Truthful, and Based on ResearchThree Primary Purposes of Technical Communication Informational PurposeInstructional PurposePersuasive PurposeCommon Types of Technical DocumentsTechnical Communication is Global, Collaborative, and Digital Technical Communication is GlobalSTRATEGIES for Global Technical Communication Technical Communication is CollaborativeSTRATEGIES for Organizing a Team Project Running Successful MeetingsIdentifying and Managing Group ConflictsSTRATEGIES for Running a MeetingSTRATEGIES for Managing Team Conflicts Reviewing and Editing the Work of OthersSTRATEGIES for Peer Review and Editing Technical Communication is DigitalCHECKLIST for Effective Technical CommunicationAPPLICATIONSThe Research Process in Technical Communication Thinking Critically about ResearchSTRATEGIES for Thinking Critically about ResearchPrimary versus Secondary SourcesExploring Secondary Sources How to Locate Secondary SourcesTypes of Secondary SourcesSTRATEGIES for Finding Credible, Reliable Secondary SourcesExploring Primary Sources Unsolicited InquiriesInformational InterviewsSTRATEGIES for Informational Interviews SurveysSTRATEGIES for Surveys Observations and ExperimentsCHECKLIST for Doing ResearchAPPLICATIONSProviding Audiences with Usable Information Analyze the Document’s Audience Primary and Secondary AudiencesRelationship with AudienceAudience’s Technical BackgroundAudience’s Cultural BackgroundSTRATEGIES for Analyzing Your AudienceDetermine the Document’s Purpose Primary and Secondary PurposesIntended Use of the DocumentKnow How to Be Persuasive Using Claims as a Basis for PersuasionConnecting with Your AudienceSTRATEGIES for PersuasionCreate a Task Analysis for the DocumentConsider Other Related Usability Factors SettingPotential ProblemsLengthFormatTimingBudgetDevelop an Information Plan for the DocumentWrite, Test, Revise, and Proofread the DocumentSTRATEGIES for ProofreadingCHECKLIST for UsabilityAPPLICATIONSRecognizing Ethical Issues in Technical Communication Ethics, Technology, and CommunicationTypes of Ethical ChoicesHow Workplace Pressures Affect Ethical ValuesRecognizing and Avoiding Ethical AbusesSTRATEGIES for Avoiding Ethical AbusesCHECKLIST for Ethical CommunicationAPPLICATIONSII. BLUEPRINTS Structuring Information for Your Readers The Importance of an Understandable StructureOutliningChunkingSTRATEGIES for OutliningSequencingParagraphing The Topic SentenceParagraph UnityParagraph CoherenceClarifying HeadingsProviding an OverviewCHECKLIST for Structuring InformationAPPLICATIONSWriting with a Readable Style The Importance of a Readable StyleWriting Clearly Avoiding Ambiguous Pronoun ReferencesAvoiding Ambiguous ModifiersUsing Active Voice Whenever PossibleUsing Passive Voice SelectivelyAvoiding NominalizationsUnstack Modifying NounsAvoiding Unnecessary JargonWriting Concisely Avoiding WordinessEliminating Redundancy and RepetitionWriting Fluently Combining Related IdeasVarying Sentence Construction and LengthUsing Parallel StructureWriting Personably Adjusting Your ToneSTRATEGIES for Deciding about Tone Avoiding Biased LanguageSTRATEGIES for Unbiased UsageCHECKLIST for StyleAPPLICATIONSUsing Audience-Centered Visuals The Importance of Using Audience-Centered VisualsWhen to Use Visuals Using Visuals to Support TextUsing Visuals on Their OwnTypes of VisualsTablesSTRATEGIES for Creating Tables GraphsSTRATEGIES for Creating Graphs ChartsSTRATEGIES for Creating Charts Illustrations and DiagramsPhotographsVideosIcons and SymbolsSTRATEGIES for Illustrations, Diagrams, Photographs, Videos, Icons, and SymbolsSpecial Considerations When Using Visuals Selecting Appropriate VisualsPlacing, Cross-Referencing, and Presenting VisualsUsing Color in VisualsUsing Visuals Fairly and AccuratelyCHECKLIST for Using Audience-Centered VisualsAPPLICATIONSDesigning User-Friendly Documents The Importance of User-Friendly Document DesignCharacteristics of Well-Designed DocumentsSpecific Design Elements Designing for Consistency and CohesivenessSTRATEGIES for Designing: Consistency and Cohesiveness Designing for Navigation and EmphasisSTRATEGIES for Designing: Navigation and EmphasisCHECKLIST for Document DesignAPPLICATIONSIII. DOCUMENTS Résumés and Other Employment Materials Assessing Your Skills and AptitudesResearching the Job Market Engage in Active NetworkingRésumés Parts of a RésuméOrganizing Your RésuméSTRATEGIES for Creating a RésuméApplication Letters Solicited Application LettersUnsolicited Application LettersSTRATEGIES for Application LettersDigital versus Print Job Application MaterialsSTRATEGIES for Digital Job Application MaterialsDossiers, Portfolios, and E-portfolios DossiersPortfolios and E-portfoliosSTRATEGIES for Dossiers, Portfolios, and E-portfoliosInterviews and Follow-up Letters InterviewsFollow-up CommunicationSTRATEGIES for Interviews and Follow-up NotesCHECKLIST for RésumésCHECKLIST for Job Application LettersCHECKLIST for Supporting MaterialsAPPLICATIONSMemos and Letters Memo Basics, Parts, and Format Parts and Format of MemosMemo ToneTypes of Memos Transmittal MemoSummary or Follow-up MemoInformational MemoSTRATEGIES for MemosLetter Basics, Parts, and Format Letter Parts and FormatsLetter Tone Establishing and Maintaining a “You” PerspectiveBeing Polite and TactfulUsing Plain EnglishConsidering the Needs of International ReadersBeing Direct or IndirectSTRATEGIES for Letters in GeneralTypes of Letters Inquiry LettersSTRATEGIES for Inquiry Letters Claim LettersSTRATEGIES for Claim Letters Sales LettersSTRATEGIES for Sales Letters Adjustment LettersSTRATEGIES for Adjustment LettersCHECKLIST for Memos and LettersAPPLICATIONSDefinitions Audience and Purpose of DefinitionsLegal, Safety, and Societal Implications of DefinitionsTypes of Definitions Parenthetical DefinitionsSentence DefinitionsExpanded DefinitionsMethods for Expanding Definitions EtymologyHistoryNegationOperating PrincipleAnalysis of PartsVisualsComparison and ContrastRequired ConditionsExamplesUsing Multiple Expansion MethodsPlacement of DefinitionsSTRATEGIES for DefinitionsCHECKLIST for DefinitionsAPPLICATIONSDescriptions Audience and Purpose of DescriptionsObjectivity in DescriptionsElements of Descriptions TitleIntroductionSequence of TopicsVisualsConclusionProduct and Process DescriptionsA Complex Product DescriptionA Complex Process DescriptionSTRATEGIES for DescriptionsSpecificationsSTRATEGIES for SpecificationsCHECKLIST for Descriptions and SpecificationsAPPLICATIONSInstructions and Procedures Audience and Purpose of InstructionsTypes of Instructional Formats User ManualsQuick Reference MaterialsAssembly GuidesWeb-based InstructionsOnline InstructionsSafety and Legal ImplicationsElements of Effective Instructions TitleOverview or IntroductionBodyConclusionVisualsNotes, Cautions, Warnings, and Danger NoticesContent, Style, and Design Considerations Detail and TechnicalityStyleDesignSTRATEGIES for Readable InstructionsSTRATEGIES for Accessible InstructionsProcedures Audience and Purpose ConsiderationsTypes of ProceduresConducting a Usability SurveySTRATEGIES for Instructions and ProceduresCHECKLIST for Instructions and ProceduresAPPLICATIONSSummaries Audience and Purpose of SummariesElements of Effective Summaries AccuracyCompletenessConcisenessNontechnical StyleWriting Summaries Step by Step Step 1: Read the Original DocumentStep 2: Reread and Mark Essential MaterialStep 3: Cut and Paste the Key InformationStep 4: Redraft the Information into Your Own Organizational Pattern and WordsStep 5: Edit Your DraftStep 6: Compare Your Version with the Original DocumentSpecial Types of Summaries Closing SummariesInformative AbstractsDescriptive AbstractsExecutive SummariesSummarizing Information for Social MediaSTRATEGIES for SummariesCHECKLIST for SummariesAPPLICATIONSInformal Reports Two Categories of Reports: Informational and AnalyticalTypes of Informational Reports Progress ReportsSTRATEGIES for Progress Reports Periodic Activity ReportsTrip ReportsSTRATEGIES for Periodic Activity ReportsSTRATEGIES for Trip Reports Meeting MinutesSTRATEGIES for Meeting MinutesTypes of Analytical Reports Feasibility ReportsSTRATEGIES for Feasibility Reports Recommendation ReportsSTRATEGIES for Recommendation Reports Peer Review ReportsSTRATEGIES for Peer Review ReportsCHECKLIST for Informal ReportsAPPLICATIONSFormal Reports Audience and Purpose of Formal Reports Comparative AnalysisCausal AnalysisFeasibility AnalysisElements of Effective Formal Reports Accurate, Appropriate, and Clearly Interpreted DataClearly Identified Purpose StatementUnderstandable StructureReadable StyleAudience-centered VisualsUser-friendly DesignParts of Formal Reports Letter of TransmittalFront MatterText of the ReportEnd MatterSTRATEGIES for Formal Reports A Sample Formal ReportCHECKLIST for Formal ReportsAPPLICATIONSProposals Audience and Purpose of ProposalsTypes of Proposals Planning ProposalsResearch ProposalsSales ProposalsOrganization of Informal and Formal Proposals Clear Title or Subject LineBackground InformationStatement of Problem or SituationDescription of Solution or ResolutionCosts, Timing, and QualificationsConclusionSTRATEGIES for Proposals A Sample Formal ProposalCHECKLIST for ProposalsAPPLICATIONSIV. DIGITAL MEDIA AND PRESENTATIONS Email Workplace Email Audience and Purpose of EmailComponents and Organization of EmailTypes of Workplace EmailSTRATEGIES for Choosing and Using EmailAppropriate Style for Workplace EmailSTRATEGIES for Email Style and Tone in the WorkplaceCopyright and Privacy in Digital CommunicationCHECKLIST for EmailAPPLICATIONSBlogs, Wikis, and Web Pages Blogs Internal BlogsExternal BlogsWikis Internal WikisExternal WikisWeb PagesAudience and Purpose of Web PagesElements of Effective Web Pages StructureStyleVisualsDesignWeb Page Credibility and Privacy IssuesSTRATEGIES for Blogs, Wikis, and Web PagesCHECKLIST for Blogs, Wikis, and Web PagesAPPLICATIONSSocial Media Considering Audience and Purpose Audience as ContributorPersonal versus Workplace Uses of Social MediaSocial Media in Technical and Workplace Communication Customer Review SitesFacebookGoogle+InstagramLinkedIn and Other Job SitesTwitterYouTubeOther Popular Social Media SitesCredibilty and Legal IssuesSTRATEGIES for Social MediaCHECKLIST for Social MediaAPPLICATIONSOral Presentations and Video Conferencing Audience and Purpose of Oral PresentationsTypes of Oral Presentations Informative PresentationsTraining PresentationsPersuasive PresentationsAction Plan PresentationsSales PresentationsParts of Oral Presentations IntroductionBody ConclusionPreparing Oral Presentations Research and Connect the Topic to Your AudienceCreate an Outline or StoryboardDetermine a Delivery StyleChoose Your TechnologyPlan the Use of VisualsSTRATEGIES for Preparing Oral Presentations Practice the PresentationUsing Presentation SoftwareVideo ConferencingSTRATEGIES for Using Presentation Software and Video ConferencingDelivering Oral PresentationsSTRATEGIES for Delivering Oral PresentationsCHECKLIST for Oral PresentationsAPPLICATIONSAppendix A: Documenting Sources What Is Plagiarism?Identifying Sources and Information to be DocumentedTaking Effective and Accurate NotesSTRATEGIES for Taking NotesQuoting, Paraphrasing, and Summarizing Properly Quoting the Work of OthersSTRATEGIES for Quoting the Work of Others Paraphrasing the Work of OthersSTRATEGIES for Paraphrasing the Work of Others Summarizing the Work of OthersSTRATEGIES for Summarizing the Work of OthersDocumentation: The Key to Avoiding Plagiarism Why You Should DocumentWhat You Should DocumentHow You Should DocumentMLA Documentation Style MLA Parenthetical ReferencesMLA Works Cited EntriesAPA Documentation Style APA Parenthetical ReferencesAPA Reference EntriesOther Documentation StylesRecognizing Copyright Issues Works in the Public DomainFair UseThe Difference between Plagiarism and Copyright InfringementAppendix B: A Brief Handbook Grammar Sentence FragmentsRun-on SentencesComma SplicesFaulty Agreement–Subject and VerbFaulty Agreement–Pronoun and ReferentFaulty Coordination and SubordinationFaulty Pronoun CasePunctuation PeriodQuestion MarkExclamation PointSemicolonColonCommaApostropheQuotation MarksEllipsesBracketsItalicsParenthesesDashesMechanics AbbreviationHyphenationCapitalizationNumbers and NumeralsSpellingUsageTransitions Use Transitional ExpressionsRepeat Key Words and PhrasesUse Forecasting StatementsLists Embedded ListsVertical ListsWorks Cited Credits Index