Chapter 1: Defining Technical Communication

Define technical communication. (4 aspects: exchange, tech, workplace, complex)

Technical communication is the exchange of information that helps people interact with technology, advance workplace goals, and solve complex problems.

4 main features of technical communication

Focus is on the reader and not the Writer Technical documents rarely focus on the author’s personal thoughts and feelings.

This doesn’t mean that technical documents should have no personality (or voice), but it does mean that the needs of your readers must come first.

Document Design is efficient and accessible Regardless of format and media, the design must be efficient and accessible,

making it easy for readers to find what they are looking for and use the content to perform a task or answer a question.

Technical communication uses clear language Information is relevant if the audience can apply it to the task at hand.

Information is persuasive, truthful, and based on research Persuasion means trying to influence someone’s actions, opinions, or decisions.

All technical documents are persuasive. A document that is highly persuasive but in some way dishonest may influence

readers in the short term but will lead to long-term problems. Routine technical documents produced on the job are based to some

extent on research. For example, though a memo or email may not require extensive searching for data online or at a library, the information must be accurate.

3 primary purposes of technical communication:

Technical communication seeks to address one of three primary purposes: to anticipate and answer questions (inform), to enable people to perform a task (instruct), or to influence people’s thinking (persuade).

informational purpose Informational documents anticipate and answer questions

instructional purpose Instructional documents help people perform a task

persuasive purpose Persuasive documents encourage readers to take a desired action

9 common forms of technical communication (identify examples)

Memos. Organizations use memos as the primary means of internal written

communication. A memo leaves a record for future reference. Emails.

Far more common than paper memos. People use email to communicate with clients, customers, suppliers, and associates worldwide. Email messages are generally written more informally and hastily than paper memos.

Letters. Letters are the most personal form of technical communication. They also provide

written records and often serve as contracts. Instructions.

Instructions explain the steps or course of action for completinga specific task.

Procedures. Procedures are similar to instructions in that they explain how to perform a task

step by step; however, procedures are different in that they always deal with matters of company or organizational policy.

Manuals. Manuals include instructions on how to assemble, set up, and use a product, but

they also include background information, such as technical specifications or lists of materials.

Brochures. To market goods or services, companies produce brochures.

Proposals. Proposals offer solutions to problems and make specific recommendations for

how to implement those. Proposals are often written in response to calls for proposals (CFPs) or requests

for proposals (RFPs). Reports.

Reports are generally based on the study of a specific problem or issue. Some reports are strictly informative; other reports recommend solutions to urgent

problems; and still others have an overtly persuasive goal, advocating a particular course of action.

How is it global? How is it collaborative? How is it digital??

Global Any document can reach across the globe. People in different cultures have

different views about what is embarrassing or insulting. Research to learn about team members, to appreciate their frame of reference, and to establish common ground. Documents may originate in English but then be translated into other languages.

Collaborative Complex technical documents are rarely created by one person working alone. In

the workplace documents are typically produced by teams of professionals. Digital

Teams can work in person or virtually. Members have to find ways of openly share their ideas. Technology-facilitated exchanges, such as those via the phone, email, or the Web. Are used often.

Virtual collaboration may allow some people to feel more secure about saying what they really think because they eliminate public speaking fears as well as “status cues” such as age, gender, appearance, or ethnicity.

Typical features of project planning form?

Makes each team member understands the goal. It identifies the type of document required. It divides the tasks. Establish a timetable. Gives a procedure for responding to each other’s work. Makes the flow of a project better.

Chapter 2: The Research Process

3 elements of critical thinking

Decide if the information is reliable. Decide what your information means. Examine your evidence and your reasoning to discover new connections and new

possibilities and to test the soundness of your conclusions.

Distinguish between primary versus secondary sources

Primary research means getting information directly from the source by conducting interviews and surveys and by observing people, events, or processes in action.

Secondary research means getting information secondhand by reading what otherresearchers have compiled in books and articles in print or online.

Distinguish between subject directories and search engines

Subject directories are indexes compiled by editors who sift through Web sites and sort the most useful links.

Search engines, such as Google, Yahoo!, and Bing scan for Web sites containing key words.

Differentiate between blogs and wikis as information sources

Wikis Wikis are community encyclopedias that allow anyone to add to or edit the content of a

listing. Theory of a wiki is that if the information from one posting is wrong, someone else will

correct it, and over time the site will reach a high level of accuracy and reliability. Blogs

Blogs are Web sites on which the blog’s author posts ideas. Blogs are great for finding current information from individuals, companies, and

nonprofit organizations that are knowledgeable about particular topics. Need to evaluate the information on individual blogs carefully and decide which ones are

most relevant and reliable because they represent the particular views of the blog author.

Identify a periodical database

Periodical databases are electronic collections of articles from newspapers, magazines, journals, and other publications.

Define a hard copy secondary source

Hard-copy secondary sources are carefully reviewed and edited before they are published. Not online.

Cite an example of reference work

Reference works are general information sources that provide background and can lead to more specific information.

Bibliographies, Encyclopedias, Dictionaries, Almanacs etc.

Differentiate between an unsolicited inquiry and an informational interview

Unsolicited inquiry Letters, phone calls, or email inquiries to experts listed in Web pages or to people

you find out about in other ways can yield information that adds to, clarifies, or supplements information you already have.

Informational interview A solicited and extended form of inquiry. Uncover highly original information by

spending time with someone and asking pertinent questions.

Chapter 3: Audience Analysis

Define the term usability

Usability is a measure of how well that document fulfills the information needs of its audience.

Identify common features on an information plan (audience, purpose and task analysis)

Audience analysis Who the main audience is for the document. Who else is likely to read it? Relationship with the audience Familiarity that the audience will be with technical details Cultures does your audience represent?

Task analysis Most technical communication is task-oriented. People come to the information wanting to do something, and you want to ensure

that they achieve their goal. Think through step-by-step nature of your document before you write it.

Purpose analysis What is the main purpose of the document? What other purpose or purposes does the document serve? What the readers will do with this information?

3 approaches for connecting with an audience (power, relationship and rational)

Power get the reader to comply with what you say get the reader to identify with what you say get the reader to internalize what you say

Relationship Biggest variable in a persuasive message is the reader’s perception of

the writer. Someone who seems likable and considerate offers readers a real choice.

Rational Conveys respect for the reader’s intelligence and for the relationship.

Consider how technical skill and cultural background of audience can impact document creation

Technical Skill You must consider the various levels of expertise and language differences. Some information might not make sense to another group of people.

Cultural Background Cultural differences might create misunderstanding in a document.

Chapter 4: Ethics

Recognize the following as instances of ethical abuses: plagiarism, fabricating information, exaggerating claims, misusing visuals, and exploiting cultural differences

Plagiarism Plagiarism occurs when a person claims the work of someone else as one’s own, without

citing or even mentioning the original source. Fabricating information

Outside pressure to produce results that others seek may tempt people to distort information.

Example, research data might be manipulated or invented by a scientist seeking grant money.

Exaggerating claims Exaggerate benefits, potential, or safety and to downplay its risks.

Misusing visuals Pictures are generally more powerful than words and can easily distort the real meaning

of a message through manipulation. TV commercial for a prescription drug may list its drastic side effects while

showing images of smiling, healthy people, thus downplaying the dangers. Exploiting cultural differences

Exploit the vulnerabilities of various cultural groups through manipulation ordeception.

One employee of a company might exploit another’s English-language limitations for personal gain.

Chapter 7: Visuals

Recognize when and why visuals are used

Why Visuals that show how items look include illustrations and photographs Visuals that show how items work include diagrams. Visuals show readers how items look or work Visuals show readers how items are organized or actions are performed

When Visuals should be used to enhance your document

Classify 9 types of visuals and distinguish among them

Tables Tables display organized data or information across columns and rows for easy

comparison. Tables can be used to display quantitative information (numeric tables) or qualitative information (textual tables) or sometimes both.

Graphs Graphs translate numbers into shapes, shades, and patterns. At a glance, graphs display

the approximate values, the point being made about those values, and the relationship being emphasized.

Charts Charts depict relationships via shapes, arrows, lines, and other design elements. The

terms “chart” and “graph” are often used interchangeably; technically, however, a chart displays relationships (quantitative or cause-and-effect) that are not plotted on vertical and horizontal axes.

Illustrations rely on drawings and sketches rather than data or words An illustration shows with accuracy what something looks like.

Diagrams rely on drawings and sketches rather than data or words Unlike illustrations, which simply show what something looks like, diagrams show how

parts of an object fit together or how mechanisms operate. Photographs

photographs are more realistic than illustrations and diagrams highlight certain parts of an object Photographs can provide too much detail or fail to emphasize the parts you want viewers

to focus on. Altered via cropping.

Videos used for training and safety purposes Organizations are using videos to supplement traditional documents such as user

manuals. Altered via editing rather than cropping.

Symbols Simple illustrations that reduce a concept or item to its most basic, understandable level.

symbols get the meaning across without resembling the items they represent (for example, a skull-and-crossbones warning symbol that looks like “death”

Icons Simple illustrations that reduce a concept or item to its most basic, understandable level. icons resemble the items they represent (for instance, an icon of a file folder on your

computer that looks like a real file folder)

Cite examples of different charts (flowchart, pie chart, organization chart)

Organization Charts An organization chart shows the hierarchy and relationships between different

departments and other units in an organization, using a top-down series of boxes connected by arrows

Flowcharts show processes and procedures Pie Charts.

Pie charts are circular diagrams that display the status of each “piece” of the “pie”—the percentage of the whole pie (which totals 100%) that each piece represents.

Pie charts show proportions among the segments Flowcharts.

A flowchart traces a process or procedure from beginning to end, moving from top to bottom or from left to right and using connector bars to show relationships

Organization charts show relationships between departments or units

Differentiate between illustrations and diagrams

Illustrations simply show what something looks like. Diagrams show how parts of an object fit together or how mechanisms operate

Differentiate between symbols and icons

Icon simple illustrations that reduce a concept or item to its most basic, understandable level icons resemble the items they represent (for instance, an icon of a file folder on your

computer that looks like a real file folder)

illustration Simple illustrations that reduce a concept or item to its most basic, understandable level. symbols get the meaning across without resembling the items they represent (for

example, a skull-and-crossbones warning symbol that looks like “death”

Identify a few of the 10 different elements we discussed in class to enhance photographic compositions (i.e rule of thirds, symmetry, framing etc….)

balancing elements You should balance the "weight" of your subject by including another object of

lesser importance to fill the space. leading lines

When we look at a photo our eye is naturally drawn along lines. By thinking about how you place lines in your composition, you can affect the way we view the image, pulling us into the picture, towards the subject, or on a journey "through" the scene.

symmetry and patterns Break the symmetry or pattern in some way, introducing tension and a focal point

to the scene. Viewpoint

Before photographing your subject, take time to think about where you will shoot it from.

Background Look around for a plain and unobtrusive background and compose your shot so

that it doesn't distract or detract from the subject. Depth

You can create depth in a photo by including objects in the foreground, middle ground and background. Another useful composition technique is overlapping, where you deliberately partially obscure one object with another. The human eye naturally recognizes these layers and mentally separates them out, creating an image with more depth.

Framing The world is full of objects which make perfect natural frames, such as trees,

archways and holes. By placing these around the edge of the composition you help to isolate the main subject from the outside world. The result is a more focused image which draws your eye naturally to the main point of interest.

Cropping Often a photo will lack impact because the main subject is so small it becomes

lost among the clutter of its surroundings. By cropping tight around the subject you eliminate the background "noise", ensuring the subject gets the viewer's undivided attention.

Experimentation We can fire off tons of shots and delete the unwanted ones later at absolutely no

extra cost. Take advantage of this fact and experiment with your composition Rule of thirds

Image is divided into 9 equal segments by 2 vertical and 2 horizontal lines. The rule of thirds says that you should position the most important elements in your scene along these lines, or at the points where they intersect.

Chapter 8: Design

Define design

the layout of words and graphics

Identify a few elements of design for consistency and cohesiveness

Elements that provide consistency and cohesiveness include Grid patterns Margins Paragraphs Justification White space line spacing and indentation Font style Font size.

Identify a few elements of design for navigation and emphasis

Headings Color Shading Boldface Italic bulleted and numbered lists running heads and feet tables of contents and indexes

Distinguish between serif and sans-serif fonts

Serif fonts (such as Times New Roman and Palatino) include serifs, or fine lines that extend horizontally from the main strokes of a letter.

Sans-serif fonts (such as Helvetica and Arial) do not include these fine lines (“sans” is French for “without”).

Distinguish between headers and footers

Identify cross-references and leader lines

Cross-references Tells you to go see figure often in colors

Leader Lines dotted, dashed, or solid lines that connect labels with their objects

Chapter 9: Resumes

Identify value of researching the job market

The human connection is always the best way to start looking for a job. Before you apply for specific jobs, learn more about the industry.

Define resume

A résumé is essentially an applicant’s personal advertisement for employment.

Recognize 5 required elements of resume

contact information career objectives education work experience references

Distinguish between reverse chronological resume and functional resume

Reverse chronological résumé, listing the most recent school and job first. Functional résumé to highlight skills relevant to a particular job.

Recognize value of dossiers and e-portfolios

Dossier contains your credentials: college transcript, recommendation letters, and other items (such as a scholarship award or commendation letter) that document your achievements.

Your portfolio or e-portfolio should contain an introduction or mission statement explaining what you’ve included and why. Do not include items that are unrelated to the job search or your qualifications.

Chapter 10: Memos and Letters

Distinguish between memos and letters

Letters A well-crafted workplace letter conveys a formal, professional impression. It presents a reasoned, carefully constructed case and represents not only you but also

your company or organization. Letters also serve as an official notice or record.

Your signature on a letter certifies your approval of the message. Letters oftenserve as legal documents, and so precision is crucial.

“Memo” (Short for “memorandum”) is derived from the same Latin roots as the words

“memorize,” “remember,” and “remind.” Memos remind readers about important events, give directives, provide instructions and information, and make requests.

Memos are typically distributed to employees within an organization, not to people outside the company.

Memos are important in the workplace because they are easy to distribute via email or inter-office mail (print copies)

They provide written documentation about an event or issue.

Identify primary features of memo

Memos remind readers about important events, give directives, provide instructions and information, and make requests.

Identify 7 required components of letters

sender’s address/heading The sender’s address appears at the top of the letter in the form of either a company

letterhead or the sender’s mailing address. When you use your personal address, omit your name because that will appear below your signature at letter’s end. On the first line, include the full street address, and on the next line, include the city, state (abbreviated), country (if applicable), and postal code (ZIP code or other postal code).

Date The date appears two spaces below the sender’s address. Spell out the

month completely. inside address

Use between two and four spaces between the date and the inside address (the address of the recipient). Include the courtesy title (“Mr.,” “Ms.,” “Dr.”) and the full name of the recipient on the first line; the person’s job title (if applicable) on the second line; the name of the company (if applicable) on the next line; the full street address on the next line; and the city, state, country (if applicable), and postal code on the last line.

Salutation Double space between the inside address and the salutation. The salutation includes a

greeting (usually “Dear”), followed by a courtesy title and the recipient’s last name. If you don’t know the person’s gender, use the full name (“Dear Sandy Martin:”). In a business letter, always use a colon at the end of the salutation, not a comma.

Body text Double space between the salutation and the body text. The introductory paragraph

should get right to the point. The middle paragraph(s) should support the introduction

without straying off topic. The concluding paragraph should summarize and call for further action.

complimentary closing Double space between the body text and the complimentary closing. Use a standard,

businesslike closing such as “Sincerely,” “Respectfully,” or “Best regards.” Signature

Type your name four lines beneath the complimentary closing and sign in the space between the complimentary closing and typed name.

Optional parts are company logo, typist’s initials, enclosure notation,and/or copy notation.

Identify 4 different types of letters

Inquiry letters Inquiry letters ask questions and request a reply. They may be solicited (in

response to an advertisement or announcement) or unsolicited (to request sometype of information you need for your job).

Claim letters Claim (or complaint) letters request adjustments for defective goods or poor services, or

they complain about unfair treatment or the like. Such letters fall into two categories: routine claims and arguable claims.

Routine claims typically take a direct approach because the customer’s claim is notdebatable.

Arguable claims present more of a persuasive challenge because they convey unwelcome news and are open to interpretation; arguable claims, therefore, typically take an indirect approach.

sales letters Sales letters are written to persuade a current or potential customer to buy a

company’s product or try its services. adjustment letters

Adjustment letters are written in response to a claim letter from a customer. Eventhough most people never make formal complaints or follow up on warranties orproduct guarantees, companies generally will make a requested adjustment thatseems reasonable.