CHAPTER 1 Process in Technical Communication 2 Defining Technical Communication 3 Features of Academic Writing 5 Features of Technical Communication 4 Determining the Purpose 8 Analyzing Your Readers 12 Obstacles for Readers 12 Ways to Understand Readers I$ Types of Readers 14 Collecting Information 16 Completing an Outline 18 Writing Initial Drafts 22 Revising Drafts 22 Writing in Groups 24 Benefits and Drawbacks of Group Writing 24 Guidelines for Group Writing 25 Chapter Summary 29 Learning Portfolio 30 Communication Challenge-"A Group Project Gone Bad" 30 Collaboration at Work 32 Assignments 33 CHAPTER 2 McDuff, Inc.: Ethics and Globalism in the Workplace 58 Corporate Culture in the New Century 39 Elements of a Company's Culture 39 The Search for Quality 40 The Global Workplace 41 Strategies for Understanding Cultures 41 Strategies for Communicating Internationally 44 Ethics on the Job 45 Ethical Guidelines for Work 46 Ethics and Legal Issues in Writing 47 Background and Types of Projects 50 History of McDuff, Inc 50 Projects 5l Corporate and Branch Offices 52 Headquarters 52 Branches 55 Writing at McDuff 58 Examples of Internal Writing 58 Examples of External Writing 59 Chapter Summary 59 Leaning Portfolio 61 Communication challenge--"McDufJ's Moscow Buyout: Global Dilemmas" 61 Collaboration at Work 65 Assignments 64 CHAPTER 5 Organizing Information 78 Importance of Organization 79 Three Principles of Organization 80 ABC Format for Documents 84 Document Abstrad: The "Big Picture" for Decision-Makers 84 Document Body: Details for All Readers 85 Document Conclusion: Wrap-Up Leading to Next Step 86 Tips for Organizing Sections and Paragraphs 87 Document Section 87 Paragraphs 88 Chapter Summary 89 Leaning Portfolio 90 Communication Challenge--"Telecommuting: The Last Frontier?" 90 Collaboration at Work 95 Assignments 94 Models for Good Writing 99 Model 3-1: ABC format in whole document 99 Model 3-2:/IBC format in document section lO1 Model 3-3: ABC format in paragraphs 102 CHAPTER 4 Page Design 104 Guidelines for Page Design 105 Paper 105 White Space 106 Headings 109 Lists 114 In-Text Emphasis 115 Fonts and Color 116 Size of Type 116 Font Types 116 Color 118 Computers in the Writing Process 118 Using Computers to Plan 118 Using Computers to Draft 119 Using Computers to Revise 119 Problems to Avoid 121 Chapter Summary 122 Learning Porttolio 123 Communk:ation Challenge-"The SL Paul Style Guide: Trouble in tile River City" CoJJaboration atWork 125 AssignmenU 126 Models for Good Writing 130 Model 4-1: Page design in memorandum 130 CHAPTER 5 Patterns of Organization 152 Argument 135 Short Cases from McDuff: Argument 134 Guidelines for Writing Argument 135 Example of Argument 137 Definition 137 Short Cases from McDuff: Definitions 138 Guidelines for Writing Definitions 139 Example of Expanded Definition 142 Description 142 Short Cases from McDuff: Descriptions 143 Guidelines for Writing Descriptions 143 Examples of Description 145 Classification/Division 146 Short Cases from McDuff: Classification/Division 146 Guidelines for Classification 147 Example of Classification 148 Guidelines for Division 149 Example of Division 150 Comparison/Contrast 151 Short Cases from McDuff: Comparison/Contrast 151 Guidelines for Comparison/Contrast 151 Example of Comparison/Contrast 153 Chapter Summary 153 Learning Portfolio 155 Communication Challenge-"A Dome Gone South: Argument in Action" 155 Collaboration atWork 157 Assignments 158 Models for Good Writing 164 Model 5-1: Memo report-example using argument 164 Model 5-2: Detailed description (with definition included) 166 Model 5-5: Technical description (with definition included): Bunsen burner 168 Model 5-4: Part-by-part comparison/contrast: three bulldozers 171 CHAPTER 6 Process Descriptions and instrudions 174 Process Descriptions Versus Instructions 175 Process Descriptions at McDuff 175 Instructions at McDuff 176 Guidelines for Process Descriptions 177 Guidelines for Instructions 181 Chapter Summary 186 tearnin9 Portfolio 188 Communication Challenge--"McDuff's Home of Hope: The Good, the Bad, and the Ugly?" 188 Collaboration at Work 190 Assignments 191 Models for Good Writing 197 Model 6-h McDuff process description: electronic mail 197 Model 6-2: McDuff instructions: electronic mail 198 Model 6-3: Process description 200 Model 6-4: A McDuff process description with a flowchart (both are included in an appendix to a report to a dient) 201 Model 6-5: Instructions for making travel arrangements (McDuff's departed Baltimore travel coordinator left a narrative description of the procedure be followed ]original version], which was then reformatted and edited [revised version]) 202 Model 6-6: McDuff memo containing how-to instructions for a phone message recorder ! (rewritten from manufacturer's difficult-to-follow instructions) 204 CHAPTER 7 Letters, Memos, and Eiedronic Communication 208 General Guidelines for Letters and Memos 209 Specific Guidelines for Letters and Memos 214 Positive Letters 215 Negative Letters 216 Neutral Letters 217 Sales Letters 219 Memoranda 220 Email 222 Appropriate Use and Style of Email 222 ABC Format for Email 225 Guidelines for Email 224 Chapter Summary 228 Learning Portfolio 229 Communication Challenge-"Ethk:s and Sales Letters" 229 Collaboration at Work 251 Assignments 251 Models for Good Writing 239 Model 7-1: McDuff sample letter 239 Model 7-2: McDuff sample memo 240 Model 7-5: Block Style for letters 242 Model 7-4: Modified block style (with indented paragraphs) for letters 243 Model 7-5: Simplified style for letters 244 Model 7-6: Memo slyle 245 Model 7-7: Positive letter in block style 246 Model 7-8: Negative letter in modified block style (with indented paragraphs) 247 Model 7-9: Neutral letter (invitation) in block style 248 Model 7-10: Neutral letter (placing order) in simplified style 249 Model 7-11: Sales letter in simplified style 250 Model 7-12: Memorandum: changes in procedures 251 Model 7-13: Memorandum: changes in benefits 252 Model 7-14: Simple email message 253 CHAPTER 8 Informal Reports 254 When to Use Informal Reports 255 Letter Reports at McDuff 255 Memo Reports at McDuff 256 General Guidelines for Informal Reports 257 Specific Guidelines for Five Informal Reports 261 Problem Analyses 261 Recommendalion Reports 262 Equipment Evaluations 264 Progress/Periodic Reports 265 Lab Reports 266 Chapter Summary 268 Learnin9 Portfolio 269 Communication Challenge-'A Nonprofit Job: Good Deed or Questionable Ethics?" 269 Collaboration at Work 271 Assignments 271 Models for Good Writing 280 Model 8-1: Recommendation report (letter format) 280 Model 8-2: Equipment evaluation (memo formaO 282 Model 8-5: Problem analysis (memo formaO 284 Model 8-4: Progress report (memo format) 286 Model 8-5: Periodic report (memo format) 288 Model 8-6: Lab report (letter format) 289 CHAPTER 9 Formal Reports 292 When to Use Formal Reports 293 Strategy for Organizing Formal Reports 295 Guidelines for the Eight Parts of Formal Reports 296 Cover/7itle Page 297 Letter/Memo of Transmittal 297 Table of Contents 298 List of lUustrafions $00 Executive Summary 300 Introduction 501 Discussion Sections 502 Conclusions and Recommendations 303 Formal Report Example 304 Chapter Summary 304 Learning Portfolio 305 Communication Chal[enge-'The Ethics of Clients Reviewing Report Drafts" 305 Collaboration at Work 507 Assignments 508 Models for Good Writing 313 Model 9-1: Title page with illustration (see explanation on page 297) 313 Model 9-2: Letter of transmittal 314 Model 9-3: Memo of transmittal 315 Model 9-4: Table 5f contents (all subheadings induded) 316 Model 9-5: Table of contents (third-level subheadings omitted) 317 Model 9-6: List of illustrations-formal report 318 Model 9-7.' Executive summary-formal report 319 Model 9-8: Introduction-formal report 520 Model 9-9: Formal report 321 CHAPTER 10 Proposals and Feasibility Studies 358 Proposals and Feasibility Studies at McDuff 340 McDuff Proposals 341 McDuff Feasibility Studies 342 Guidelines for Informal Proposals 342 Guidelines for Formal Proposals .. 347 Cover/Title Page 347 Letter/Memo of Transmittal 348 Table of Contents 349 List of Illustrations 349 Executive Summary 349 Introduction 350 Discussion Sections 350 Condusion 351 Appendices 351 Guidelines for Feasibility Studies 352 Chapter Summary 354 Learning Portfolio 356 Communication Challenge-'The Black Forest Proposal: Good Marketing or Bad Business?" 356 Collaboration at Work 558 Assignments 359 Table of Contents 298 List of lUustrafions $00 Executive Summary 300 Introduction 501 Discussion Sections 502 Conclusions and Recommendations 303 Formal Report Example 304 Chapter Summary 304 Learning Portfolio 305 Communication Chal[enge-"The Ethics of Clients Reviewing Report Drafts" 305 Collaboration at Work 507 Assignments 508 Models for Good Writing 313 Model 9-1: Title page with illustration (see explanation on page 297) 313 Model 9-2: Letter of transmittal 314 Model 9-3: Memo of transmittal 315 Model 9-4: Table 5f contents (all subheadings induded) 316 Model 9-5: Table of contents (third-level subheadings omitted) 317 Model 9-6: List of illustrations-formal report 318 Model 9-7.' Executive summary-formal report 319 Model 9-8: Introduction-formal report 520 Model 9-9: Formal report 321 CHAPTER 10 Proposals and Feasibility Studies 358 Proposals and Feasibility Studies at McDuff 340 McDuff Proposals 341 McDuff Feasibility Studies 342 Guidelines for Informal Proposals 342 Guidelines for Formal Proposals 347 Cover/Title Page 347 Letter/Memo of Transmittal 348 Table of Contents 349 List of Illustrations 349 Executive Summary 349 Introduction 350 Discussion Sections 350 Condusion 351 Appendices 351 Guidelines for Feasibility Studies 352 Chapter Summary 354 Learning Portfolio 356 Communication Challenge-'The Black Forest Proposal: Good Marketing or Bad Business?" 356 Collaboration at Work 558 Assignments 359 Models for Good Writing 367 Model 10-1: Letter proposal 367 Model 10-2: Memo proposal 370 Model 10-3: Formal proposal 372 Model 10-4: Formal proposal $81 Model 10-5: Feasibility study (one alternative) 402 CHAPIER 11 Web Pages and Writing for the Web 404 Your Role in Developing Web Sites and Content 405 Planning 406 Content Development 409 Content Chunking 409 Guidelines for Writing Web Content 409 Adapting Content for the Web 410 Scripting Languages and Software Authoring Tools 410 Document Conversion lssues and Common File Formats 411 Structure 412 Site Structure and Types 412 Process of Developing a Structure 413 Navigation Design 416 Guidelines for labeling 416 Grouping and Arrangement Strategies 418 Design 418 Design Conventions and Prindples 418 Finding a Theme and Developing Graphic Content 420 File Formats and Graphics 421 Interface Layouts 422 Usability and Publication 424 Testing Your Site for Your User Base 425 Performing Usability Reviews 425 Quick Usability Checks and System Settings 425 Accessibility Guidelines 428 Publishing Your Site 430 Chapter Summary 450 Learning Portfolio 431 Communication Challenge 451 Collaboration at Work 452 Assignments 455 CHAPIER 12 Graphics 456 Terms in Graphics 457 Reasons for Using Special Fonts, Color, and Graphics 458 Using Fonts 440 Font Types 441 General Guidelines 441 Using Color 443 The Cost and Time of Using Color 444 Developing a Color StvIe Sheet 444 Color Terms 446 Guidelines for Using Color 447 General Guidelines for Graphics 448 Specific Guidelines for Eight Graphics 450 Tables 450 Pie Charts 453 Bar Charts 457 Line Charts 459 Schedule Charts 462 Flowcharts 464 Organization Charts 465 Technical Drawings 468 Misuse of Graphics 473 Description of the Problem 473 Examples of Distorted Graphics 474 Chapter Summary 478 Learning Portfolio 479 Communication Challenge "Massaging McDuff's Annual Report" 479 Collaboration at Work 481 Assignments 482 CHAPTER 15 Oral Communication 486 Presentations and Your Career 487 Guidelines for Preparation and Delivery 488 Guidelines for Presentation Graphics 494 Overcoming Nervousness 497 Why Do We Fear Presentations? 497 A Strategy for Staying Calm 498 Example of McDuff Oral Presentation 500 Running Effective Meetings 504 Common Problems with Meetings 505 Guidelines for Good Meetings 505 Chapter Summary 507 Learning Portfolio 509 Communication Challenge--"Ethics and the Technical Presentation" 509 Collaboration at Work 510 Assignments 511 CHAPTER 14 Technical Research 514 Getting Started 515 Searching Online Catalogs 517 Searching in the Library 525 Library Services 525 Library Resources 525 Searching the Web 555 Fundamentals of Web Searching 533 Web Search Options 534 Using Questionnaires and Interviews 538 Questionnaires 539 Interviews 542 Using Borrowed Information Correctly 544 Avoiding Plagiarism 544 Following the Research Process 545 Selecting and Following a Documentation System 549 Varieties of Documentation 549 Writing Research Abstracts 550 Types of Abstracts 550 Guidelines for Writing Research Abstracts 554 Chapter Summary 556 Learning Portfolio 557 Communication Challenge-"To Cite or Not to Cite" 557 Collaboration at Work 558 Assignments 559 Models for Good Writing 562 Model 14-1: Memo report citing research-APA Style 562 CHAPTER 15 The Job Search 570 Researching Occupations and Companies 571 Job Correspondence 574 Job Letters 574 Resumes 576 Job Interviews 580 Preparation 580 Performance 582 Follow-Up Letters 58.5 Negotiating 584 Chapter Summary 588 Learning Portfolio 589 Communication Challenge--"20-Something-Have Degree, Won't Travel" Collaboration at Work 591 Assignments 592 Models for Good Writing 595 Model 15-1:Job letter (modified block) and chronological resume 595 Model 15-2:Job letter (block style) and chronological resume 597 Model 15-3:Job letter (modified block) and functional resume 599 Model 15-4:Job letter (modified block) and functional resume 601 Model 15-5: Combined resume 603 Model 15-6: Combined resume 604 Model 15-7: Resume with graphics-not effective for computer scanning 605 CHAPTER 16 Style in Technical Writing 606 Overview of Style 607 Definition of Style 607 Importance of Tone 607 Writing Clear Sentences 608 Sentence Terms 608 Guidelines for Sentence Style 609 Being Concise 610 Being Accurate in Wording 614 Using the Active Voice 615 What Do Active and Passive Mean? 615 When Sbould Actives and Passives Be Used? 616 Using Nonsexist Language 617 Sexism and language 617 Techniques for Nonsexist l-anguage 617 Chapter Summary 619 tearnin9 Portfolio 621 Communication Challenge--"An Editorial Adjustment" 621 Collaboration at Work 623 Assignments 624 Appendix: Handbook 631 Index 677
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