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Addresses argument, including reasoning, credibility, persuasion, decision making, problem solving, and critical thinking. This book covers the traditional parts of the technical communication course, and responds to the demands that the computer places on communicating.

Tabla de contenidos provista por Syndetics

• Part 1 Understanding Technical Communication(p. 1)
• Chapter 1 Technical Communication in Today's Workplace(p. 3)
• Introduction(p. 4)
• The History of Technical Communication(p. 5)
• The Definition of Technical Communication(p. 10)
• Technical Communication and Other Kinds of Communication(p. 10)
• Technical Communication and Technical Writing(p. 13)
• Technical Communication as a Socially Situated Activity(p. 15)
• Special Characteristics of Technical Communication(p. 16)
• Audience-Based Orientation(p. 16)
• Focus on Subject(p. 18)
• Corporate Representation(p. 18)
• Collaboration(p. 19)
• Style and Organization in Technical Communication(p. 20)
• Visual Display in Technical Communication(p. 20)
• The Changing Nature of the Workplace(p. 24)
• The Global Corporate World(p. 26)
• Technological Impact(p. 28)
• Social Impact(p. 30)
• Chapter 2 The Writer and the Writing Processes in the Workplace(p. 36)
• Introduction(p. 37)
• Writing as Process in the Social Context of the Workplace(p. 38)
• Writing as Problem Solving in the Workplace(p. 40)
• Think Rhetorically(p. 41)
• Think of Yourself as a Problem Solver(p. 42)
• Think of Yourself as Solving a Problem for Some People(p. 45)
• An Overview of Writing Processes in the Workplace(p. 47)
• Exploring, Generating, and Representing Information(p. 47)
• Planning(p. 48)
• Structuring and Organizing(p. 51)
• Drafting(p. 51)
• Revising(p. 51)
• Editing and Proofreading(p. 52)
• Some Writing Process Strategies to Try(p. 52)
• Start Draft or Zero Draft(p. 53)
• Diagram Drafts(p. 54)
• Introduction Draft(p. 56)
• Draft Outlines and Revision Outlines(p. 60)
• Computer-Supported Revision(p. 64)
• Chapter 3 Audience and Technical Communication(p. 72)
• Introduction(p. 73)
• The Meanings of Audience(p. 73)
• Real Audiences: Determining Who Will Read Your Document(p. 75)
• Simple Homogeneous Audiences(p. 75)
• Multiple Audiences(p. 75)
• Single Audiences with Multiple Needs(p. 78)
• Multiple Audiences with Multiple Needs(p. 78)
• Some Additional Advice(p. 79)
• Gathering Information on Real Audiences: Determining Their Needs, Attitudes, and Knowledge(p. 79)
• What Are Your Audience's Needs?(p. 80)
• What Are Your Audience's Attitudes and Motivations?(p. 82)
• What Does Your Audience Already Know--and Not Know?(p. 85)
• Thinking about the Conditions Under Which the Audience Receives Your Message(p. 86)
• Audience Analysis: Sample Working Papers(p. 87)
• Sample Working Paper One(p. 87)
• Sample Working Paper Two(p. 88)
• Creating an Audience or a Reader(p. 92)
• Creating Readers in Technical Documents(p. 95)
• Chapter 4 Persuasion in Technical Communication(p. 102)
• Introduction(p. 103)
• A Continuing Case to Demonstrate Persuasive Strategies(p. 104)
• Ethos: Creating a Reliable, Trustworthy Persona(p. 105)
• Choosing an Appropriate Voice(p. 108)
• Creating Trust and Credibility(p. 112)
• Assessing and Changing Your Attitudes Toward Argument(p. 114)
• Attending to the Ethos of Your Company or Organization(p. 117)
• Pathos: Appealing to Your Audience's Values(p. 118)
• Logos: Persuading with "Good Reasons"(p. 120)
• Can I Argue by Definition from "the Nature of the Thing"?(p. 121)
• Can I Argue from Consequence?(p. 123)
• Can I Argue from Value?(p. 124)
• Can I Compare or Contrast?(p. 125)
• Can I Cite Authorities?(p. 127)
• Can I Counter Objections to My Position?(p. 127)
• What Are the Special Lines of Argument That People in My Field Appreciate?(p. 128)
• Supporting Good Reasons(p. 129)
• Failures in Providing Evidence(p. 129)
• Which Good Reasons to Use?(p. 130)
• Think of Your Audience's Values, Not Your Own(p. 130)
• Think of the Values Sanctioned by Your Community(p. 131)
• Special Case: Arguing Electronically(p. 131)
• A Few Guidelines for Persuasive Electronic Discourse(p. 132)
• Part 2 Acquiring the Tools of Technical Communication(p. 137)
• Chapter 5 Collaboration(p. 139)
• Introduction(p. 140)
• Initiating a Collaborative Writing Project(p. 141)
• Relationship Level(p. 142)
• Task Level(p. 144)
• The Structure of Collaborative Writing Teams(p. 144)
• Executing a Collaborative Writing Project(p. 148)
• Relationship Level(p. 148)
• Task Level(p. 151)
• Preparing Your Collective Work for Public Presentation(p. 152)
• Relationship Level(p. 153)
• Task Level(p. 153)
• Employing Collaborative Technologies(p. 153)
• Technologies Best Suited for the Initiation Stage(p. 154)
• Technologies Best Suited for the Execution Stage(p. 156)
• Technologies Best Suited for the Public Presentation Stage(p. 158)
• Collaborative Technologies and the Open Exchange of Ideas(p. 160)
• Characteristics of Effective Teams and Assessing Team Members' Collaborative Efforts(p. 162)
• Assessing the Collaboration Skills of Individual Members(p. 163)
• Chapter 6 Secondary Sources of Information: Libraries and Online(p. 177)
• Introduction(p. 178)
• A Continuing Case to Demonstrate Gathering Information(p. 178)
• Conducting the Search(p. 179)
• Doing Library Research(p. 180)
• Beginning the Search Process(p. 180)
• Narrowing the Search(p. 182)
• Conducting Boolean Searches(p. 182)
• Taking Advantage of Serendipity(p. 184)
• Conducting a Periodical Search(p. 184)
• Using Other Reference Materials(p. 188)
• Doing Research on the Internet(p. 190)
• Investigating Some Internet Search Engines(p. 191)
• Finding Someone to Talk to Online(p. 192)
• Saving Your Internet Research Findings(p. 194)
• Evaluating Your Materials(p. 195)
• Evaluating Library Search Materials(p. 195)
• Evaluating Online Search Materials(p. 195)
• Sorting Out Facts, Inferences, and Opinions(p. 198)
• Summarizing Information: Developing Summaries and Abstracts(p. 200)
• Summaries(p. 201)
• Abstracts(p. 204)
• Crediting Sources(p. 206)
• Quoting from Your Source(p. 207)
• Paraphrasing Your Source(p. 208)
• Summarizing Your Source(p. 209)
• Creating Citation and Works Cited Sections(p. 209)
• Following Academic Documentation Styles(p. 210)
• Citing Online Sources(p. 213)
• Considering Some Internet Intellectual Property Issues(p. 215)
• Chapter 7 Primary Sources of Information: Surveys, Interviews, Observations(p. 221)
• Introduction(p. 222)
• The Interpretation of Information(p. 223)
• Primary Research Tools(p. 224)
• Surveys(p. 225)
• Interviews(p. 241)
• Observations(p. 249)
• An Important Word about Human Subjects(p. 254)
• Chapter 8 Editing and Style(p. 259)
• Introduction(p. 260)
• Determining the Purpose and Results of Editing(p. 261)
• Doing Editorial Reviews(p. 263)
• Suitability for Audience and Purpose(p. 263)
• Completeness and Accuracy of Information; Ethics(p. 264)
• Organization and Consistency(p. 266)
• Visual Design and Usability(p. 269)
• Style(p. 270)
• Correctness of Grammar, Punctuation, and Spelling; Consistency(p. 272)
• Considering Style(p. 277)
• Choosing the Best Style(p. 277)
• Making Your Sentences Work(p. 280)
• Emphasizing the Main Point(p. 280)
• Placing Core Ideas(p. 280)
• Coordinating and Subordinating(p. 281)
• Avoiding Vague Pronouns and Slow Starts(p. 281)
• Placing Modifiers Correctly(p. 283)
• Looking for the Best Words(p. 283)
• Using Inclusive Language: Attitudes Toward Readers(p. 287)
• Proofreading(p. 291)
• Chapter 9 Document Design and Packaging(p. 297)
• Introduction(p. 298)
• Design Techniques to Achieve Clarity and Consistency(p. 299)
• Headings and Subheadings(p. 299)
• White Space(p. 300)
• Margins(p. 300)
• Visual Elements for Highlighting(p. 301)
• Typography(p. 302)
• Design Techniques to Engage Readers, Help Them Locate Answers, Read Selectively, and Remember(p. 306)
• Engaging Readers(p. 307)
• Helping Readers Locate Possible Answers(p. 310)
• Helping Readers Read Selectively and with Ease(p. 313)
• Helping Readers Remember(p. 315)
• Helping Readers Evaluate Decisions(p. 319)
• Considering Document Design and Readers' Goals(p. 321)
• Developing a Style Sheet(p. 322)
• Considering Differences When Designing a Document(p. 324)
• Integrating Text and Graphics(p. 325)
• Creating Interactive and Online Documentation Design(p. 326)
• Textual Choices(p. 327)
• Layout and Formatting(p. 327)
• Color(p. 329)
• Evaluating Document Design Decisions(p. 329)
• Direct Measures (Criterion Measures)(p. 329)
• Indirect Measures (Prediction Measures)(p. 330)
• Evaluating a Phone Bill(p. 330)
• Chapter 10 Visual Display and Presentation(p. 342)
• Introduction(p. 343)
• Selecting a Visual Display: Considering Audience and Purpose(p. 345)
• Experience(p. 346)
• Technical Understanding(p. 346)
• Language and Culture(p. 346)
• Purpose(p. 347)
• Preparing Data for Visual Presentation(p. 349)
• Creating Effective Tables(p. 350)
• Creating Effective Graphs(p. 352)
• Creating Bar Graphs to Demonstrate Magnitude and Difference(p. 353)
• Creating Line Graphs to Show Trends and Movement(p. 361)
• Creating Area Graphs to Show Trends and Totals(p. 362)
• Creating 100 Percent Area Graphs to Show Trends in the Components of a Whole(p. 364)
• Creating Pie Graphs to Show Proportions of a Whole(p. 364)
• Creating Pictorial Graphs to Show Abstract Concepts(p. 366)
• Representing Data Accurately(p. 366)
• Avoiding Distortion in X or Y Axis(p. 367)
• Avoiding Distortion by Suppressed Zero(p. 369)
• Avoiding Distortion in Width or Height of Bars(p. 369)
• Avoiding Distortion Through 3-D(p. 371)
• Avoiding Distortion Through Improper Use of Isotypes or Icons(p. 371)
• Creating Photographs(p. 372)
• Creating Drawings and Diagrams(p. 374)
• Creating Action View Drawings to Show Interaction or Steps(p. 376)
• Creating Translucent and Phantom View Drawings to Show Inside Structures and Parts(p. 377)
• Creating Cutaway View Drawings to Show Cross-Sectional Structures(p. 378)
• Creating Exploded View Drawings to Show Construction of an Object(p. 379)
• Creating Schematic or Symbolic Diagrams to Show the Most Abstract Information(p. 380)
• Creating Maps(p. 380)
• Creating Charts(p. 381)
• Creating Organizational Charts to Display Hierarchies(p. 382)
• Creating Block Components Charts to Illustrate Parts or Components(p. 382)
• Creating Flow Charts to Display Steps in a Process(p. 383)
• Using Computer Software and Hardware to Create Effective Visual Displays(p. 384)
• Using Image/Text Scanning Packages(p. 384)
• Using Spreadsheets(p. 385)
• Using Multimedia Packages(p. 386)
• Using Video Editing Packages(p. 387)
• Using Clip Art and Paint and Draw Programs(p. 387)
• Using Presentation Software(p. 388)
• Part 3 Creating Effective Documents(p. 397)
• Chapter 11 Creating Definitions and Descriptions(p. 399)
• Introduction(p. 400)
• Creating Definitions(p. 400)
• Definition by Modification(p. 403)
• Definition by Synonyms and Antonyms(p. 403)
• Definition by Example and Enumeration(p. 404)
• Definition by Metaphor and Analogy(p. 404)
• Definition by Negation(p. 406)
• Definition by Comparison-Contrast(p. 406)
• Definition by Visual Display and Presentation(p. 407)
• Including Contexts in Definitions(p. 410)
• Social and Cultural Contexts(p. 410)
• Environmental or Systemic Contexts(p. 410)
• Economic Contexts(p. 411)
• Ideological Contexts(p. 412)
• Historical Contexts(p. 412)
• Deciding When and Where to Include Definitions(p. 413)
• In-Text Definitions(p. 413)
• Footnote/Endnote Definitions(p. 413)
• Visual Display/Sidebar Definitions(p. 414)
• Glossary Definitions(p. 414)
• Creating Descriptions(p. 416)
• Description of Objects, Mechanisms, or Phenomena: Parts, Wholes, and Systems(p. 417)
• Description of Processes, Procedures, or Activities: Steps and Overviews(p. 424)
• Chapter 12 Instructions, Specifications, and Procedures(p. 436)
• Introduction(p. 437)
• Planning Procedures, Instructions, and Specifications(p. 438)
• Identifying Your Audiences and Purposes(p. 438)
• Considering the Purposes of Procedures, Instructions, and Specifications(p. 439)
• Identifying Other Items Related to Rhetorical Context(p. 442)
• Gathering Information About the Steps and Substeps, Activities, and Subprocesses Involved(p. 443)
• Planning the Design of Your Documents(p. 445)
• Creating Effective Instructions and Procedures(p. 446)
• Introduction to Procedures and Instructions(p. 446)
• Description of the Technology or Process(p. 448)
• List of Materials(p. 449)
• Directions(p. 451)
• Troubleshooting Guide(p. 456)
• Writing Specifications(p. 457)
• Writing Special Types of Instructions(p. 458)
• Offering Instructions Online(p. 460)
• Testing Instructions, Procedures, and Specifications(p. 464)
• User Edits(p. 464)
• Protocol-Aided Tests(p. 465)
• Field Trials(p. 465)
• Laboratory Testing(p. 466)
• Chapter 13 Reports and Studies(p. 469)
• Introduction(p. 470)
• Written Reports: Purposes and Audiences(p. 470)
• A Process for Planning and Developing Reports(p. 471)
• Types of Reports(p. 472)
• Periodic Reports and Completion Reports(p. 475)
• Progress Reports(p. 477)
• Literature Reviews(p. 484)
• Scientific Reports and Articles(p. 490)
• Conventions of Report Writing(p. 491)
• Parts of Reports(p. 494)
• Letter of Transmittal(p. 494)
• Title Page(p. 494)
• Table of Contents(p. 495)
• List of Tables and Figures(p. 496)
• Abstracts and Executive Summaries(p. 496)
• Text of the Report(p. 496)
• Back Matter(p. 497)
• Chapter 14 Reports for Decision Making(p. 501)
• Introduction(p. 502)
• Making Decisions About Action: A Procedure(p. 502)
• Defining Problems(p. 503)
• Forecasting Solutions(p. 505)
• Identifying the Research Question(p. 505)
• Identifying Selection Criteria(p. 506)
• Establishing Research Methods(p. 510)
• Interpreting Results(p. 512)
• Planning and Organizing the Report for Decision Making(p. 514)
• Overall Structure(p. 514)
• Managing the Report Development Process(p. 520)
• Encountering Difficulties in Making Recommendations(p. 520)
• Maintaining an Attitude of Openness in the Report(p. 521)
• Recommending a Course of Action to a Superior(p. 521)
• Saying No(p. 522)
• Deciding Under Pressure(p. 522)
• Chapter 15 Proposals(p. 539)
• Introduction(p. 540)
• Proposals Solve Problems(p. 540)
• Management Proposal(p. 540)
• Research, Project, and Service Delivery Proposals(p. 542)
• The Request for Proposals (REP)(p. 542)
• The Competitive Nature of Proposals(p. 546)
• Parts and Structure of Proposals(p. 546)
• Cover Letter (or Letter of Transmittal)(p. 547)
• Summary or Overview of the Proposal(p. 549)
• Introduction to the Proposal(p. 549)
• Problem Statement or Needs Assessment(p. 549)
• Objectives(p. 550)
• Plan: Methods, Dates(p. 551)
• Evaluation and Quality Control(p. 552)
• Budget(p. 552)
• Personnel and Qualifications(p. 553)
• Facilities and Equipment(p. 553)
• Other Sources of Funding and Ongoing Funding(p. 553)
• Supplements to the Proposal(p. 554)
• Visual Displays(p. 554)
• Conclusion to the Proposal(p. 555)
• Proposals Written Collaboratively(p. 555)
• Proposal Management(p. 556)
• Sources of Project Support(p. 558)
• Foundations(p. 559)
• Government Programs(p. 559)
• Information about Funding Sources(p. 560)
• Foundation Directories and Other Sources of Information(p. 560)
• Proposal Review and Selection(p. 561)
• Unsolicited Proposals(p. 563)
• Part 4 Developing and Maintaining a Professional Edge(p. 577)
• Chapter 16 Professional Communication(p. 579)
• Introduction(p. 580)
• Creating Effective Letters and Memos(p. 581)
• Correspondence in Communication Links(p. 581)
• Correspondence Style(p. 583)
• Correspondence Organization(p. 588)
• Following the Conventions of Workplace Correspondence(p. 588)
• Conventions for Writing Business Letters(p. 589)
• Conventions for Writing Memos(p. 592)
• Creating Effective Letter and Memo Reports(p. 595)
• Creating Effective Letters of Transmittal and Cover Letters(p. 598)
• Writing Effective Letters of Recommendation(p. 601)
• Communicating Effectively Online(p. 603)
• Developing Job Search Materials(p. 603)
• Identifying Jobs(p. 604)
• Writing the Effective Resume(p. 606)
• Writing the Letter of Application(p. 617)
• Chapter 17 Oral Presentations in the Workplace(p. 624)
• Introduction(p. 625)
• Preparing Oral Presentations in the Workplace(p. 625)
• Choosing a Type of Oral Presentation(p. 626)
• Four Essential Guidelines for Oral Presentations(p. 631)
• Using Visual Aids and Presentation Software(p. 634)
• Creating Visual Aids(p. 634)
• Using Presentation Software(p. 635)
• Developing Support for Your Presentations(p. 637)
• Using Examples in Oral Presentations(p. 637)
• Reliable Data(p. 638)
• Using Expert Testimony(p. 638)
• Citing Your Sources(p. 638)
• Delivering Oral Presentations(p. 639)
• Preparing Your Stage and Listeners(p. 640)
• Responding to Questions(p. 641)
• Recognizing Listeners' Special Needs(p. 642)
• Preparing for the Job Interview(p. 644)
• Putting Your Best Self Forward(p. 644)
• Gathering the Right Material for the Job Interview(p. 645)
• Succeeding at the Job Interview(p. 649)
• Follow Up on Your Interview(p. 650)
• Employing New Technologies(p. 651)
• Appendixes(p. 659)
• Glossary(p. 715)
• Index(p. 729)