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Copyright, ii
Preface, v
Chapter 1. Process in Technical Communication, 1
Defining Technical Communication, 2
Features of Academic Writing, 2
Features of Technical Communication, 3
Determining the Purpose, 6
Analyzing Your Readers, 9
Obstacles for Readers, 12
Ways to Understand Readers, 13
Types of Readers, 14
Collecting Information, 17
Completing an Outline, 18
Writing Initial Drafts, 22
Revising Drafts, 23
Writing Collaboratively, 24
Chapter Summary, 28
Learning Portfolio, 29
Communication Challenge—“Bad Chairs, Bad Backs”, 29
Collaboration at Work, 30
Assignments, 30
Chapter 2. M-Global, Inc.: Ethics and Globalism in the Workplace, 34
Culture in Organizations, 35
Elements of an Organization’s Culture, 35
Business Climate, 36
The Global Workplace, 37
Understanding Cultures, 37
Communicating Internationally, 42
Ethics on the Job, 43
Ethical Guidelines for Work, 43
Ethics and Legal Issues in Writing, 45
Introducing M-Global, 47
History of M-Global, Inc., 48
Projects, 49
Corporate and Branch Offices, 51
Headquarters, 51
Branches, 54
Writing at M-Global, 57
Examples of Internal Writing, 58
Examples of External Writing, 58
Chapter Summary, 59
Learning Portfolio, 60
Communication Challenge—“Employee Orientation Manual: Global Dilemmas”, 60
Collaboration at Work, 61
Assignments, 61
M-Global, Inc. Project Sheets, 65
Worldwide Locations of M-Global, Inc., Offices, 65
Project 1: Sentry Dam, 66
Project 2: Completed Ocean Exploration Program, 67
Project 3: Monitored Construction of General Hospital, 68
Project 4: Managed Construction of Nevada Gold Dome, 69
Project 5: Examined Big Bluff Salt Marsh, 70
Project 6: Designed and Installed Control Panel for Nuclear Plant, 71
Project 7: Designed and Taught Seminar in Technical Writing, 72
Project 8: Designed and Created Documentation of Data Security Procedures, 73
Chapter 3. Organizing Information, 74
Importance of Organization, 75
Three Principles of Organization, 76
ABC Format for Documents, 80
Document Abstract: The “Big Picture” for Decision Makers, 81
Document Body: Details for All Readers, 82
Document Conclusion: Wrap-Up Leading to Next Step, 83
Tips for Organizing Sections and Paragraphs, 83
Common Patterns of Organization, 84
Document Sections, 87
Paragraphs, 87
Modular Writing, 88
Chapter Summary, 89
Learning Portfolio, 90
Communication Challenge—“Telecommuting: The Last Frontier?”, 90
Collaboration at Work, 92
Assignments, 92
Models for Good Writing, 97
Model 3–1: ABC format in whole document, 97
Model 3–2: ABC format in document section, 99
Model 3–3: ABC format in paragraphs, 100
Chapter 4. Page Design, 101
Elements of Page Design, 102
Grids, 103
White Space, 105
Headings, 107
Lists, 111
In-Text Emphasis, 112
Fonts and Color, 112
Type Size, 113
Font Types, 114
Color, 114
Computers in the Page Design Process, 115
Headers and Footers, 115
Templates, 115
Style Sheets, 115
Using the Elements of Page Design, 117
Chapter Summary, 117
Learning Portfolio, 119
Communication Challenge—“The St. Paul Style Guide: Trouble in the River City”, 119
Collaboration at Work, 120
Assignments, 121
Model for Good Writing, 124
Model 4–1: Page design in memorandum, 124
Chapter 5. Letters, Memos, and Electronic Communication, 126
General Guidelines for Correspondence, 127
Letters, 133
Positive Letters, 134
Negative Letters, 135
Neutral Letters, 136
Sales Letters, 137
Memoranda, 138
Email, 140
Guidelines for Email, 140
Appropriate Use and Style for Email, 144
Memoranda versus Email, 145
Chapter Summary, 146
Learning Portfolio, 147
Communication Challenge—“Ethics and Sales Letters”, 147
Collaboration at Work, 148
Assignments, 148
Models for Good Writing, 154
Model 5–1: M-Global sample letter, 154
Model 5–2: M-Global sample memo, 155
Model 5–3: M-Global sample email, 157
Model 5–4: Block style for letters, 158
Model 5–5: Modified block style (with indented paragraphs) for letters, 159
Model 5–6: Simplified style for letters, 160
Model 5–7: Memo style, 161
Model 5–8: Positive letter in block style, 162
Model 5–9: Negative letter in modified block style (with indented paragraphs), 163
Model 5–10: Neutral letter (invitation) in block style, 164
Model 5–11: Neutral letter (placing order) in simplified style, 165
Model 5–12: Sales letter in simplified style, 166
Model 5–13: Memorandum: changes in services, 167
Model 5–14: Memorandum: changes in benefits, 168
Model 5–15: Email: changes in procedure, 169
Chapter 6. Definitions and Descriptions, 170
Definitions versus Descriptions, 171
Technical Definitions at M-Global, 171
Descriptions at M-Global, 172
Guidelines for Writing Definitions, 173
Example of an Expanded Definition, 177
Guidelines for Writing Descriptions, 177
Example of a Description, 180
Chapter Summary, 180
Learning Portfolio, 182
Communication Challenge—“Biofuels Brainstorm: Describing New Technologies”, 182
Collaboration at Work, 183
Assignments, 183
Models for Good Writing, 187
Model 6–1: Brief description (with formal definition included), 187
Model 6–2: Description from a user’s manual, 188
Model 6–3: Technical description (with definition included): Bunsen burner, 190
Chapter 7. Process Explanations and Instructions, 193
Process Explanations versus Instructions, 194
Process Explanations at M-Global, 194
Instructions at M-Global, 196
Guidelines for Process Explanations, 197
Guidelines for Instructions, 201
Chapter Summary, 207
Learning Portfolio, 209
Communication Challenge—“M-Global’s Home of Hope: The Good, the Bad, and the Ugly?”, 209
Collaboration at Work, 210
Assignments, 211
Models For Good Writing, 215
Model 7–1: M-Global process explanation: electronic mail, 215
Model 7–2: M-Global instructions: electronic mail, 216
Model 7–3: Process explanation, 217
Model 7–4: M-Global process explanation with a flowchart, 218
Model 7–5: Instructions for making travel arrangements, 219
Model 7–6: M-Global memo containing how-to instructions for a scanner, 221
Chapter 8. Informal Reports, 224
When to Use Informal Reports, 225
Letter Reports at M-Global, 225
Memo Reports at M-Global, 226
General Guidelines for Informal Reports, 227
Specific Guidelines for Five Informal Reports, 231
Problem Analyses, 232
Recommendation Reports, 233
Equipment Evaluations, 234
Progress/Periodic Reports, 235
Lab Reports, 236
Chapter Summary, 237
Learning Portfolio, 238
Communication Challenge—“A Nonprofit Job: Good Deed or Questionable Ethics?”, 238
Collaboration at Work, 239
Assignments, 239
Models for Good Writing, 246
Model 8–1: Recommendation report (letter format), 246
Model 8–2: Equipment evaluation (memo format), 248
Model 8–3: Problem analysis (memo format), 250
Model 8–4: Progress report (memo format), 252
Model 8–5: Periodic report (memo format), 254
Model 8–6: Lab report (letter format), 256
Chapter 9. Formal Reports, 258
When to Use Formal Reports, 259
Strategy for Organizing Formal Reports, 261
Guidelines for the Nine Parts of Formal Reports, 262
Cover/Title Page, 263
Letter/Memo of Transmittal, 264
Table of Contents, 265
List of Illustrations, 266
Executive Summary, 267
Introduction, 268
Discussion Sections, 269
Conclusions and Recommendations, 270
End Material, 271
Formal Report Example, 271
Chapter Summary, 272
Learning Portfolio, 273
Communication Challenge—“The Ethics of Clients Reviewing Report Drafts”, 273
Collaboration at Work, 274
Assignments, 274
Models for Good Writing, 278
Model 9–1: Title page with illustration (see explanation on page 263), 278
Model 9–2: Letter of transmittal, 279
Model 9–3: Memo of transmittal, 280
Model 9–4: Table of contents (all subheadings included), 281
Model 9–5: Table of contents (third-level subheadings omitted), 282
Model 9–6: List of illustrations—formal report, 283
Model 9–7: Executive summary—formal report, 284
Model 9–8: Introduction—formal report, 285
Model 9–9: Formal report, 286
Chapter 10. Proposals and Feasibility Studies, 302
Proposals and Feasibility Studies at M-Global, 303
M-Global Proposals, 304
M-Global Feasibility Studies, 305
Guidelines for Informal Proposals, 306
Guidelines for Formal Proposals, 311
Cover/Title Page, 311
Letter/Memo of Transmittal, 312
Table of Contents, 313
List of Illustrations, 313
Executive Summary, 313
Introduction, 314
Discussion Sections, 315
Conclusion, 315
Appendices, 316
Guidelines for Feasibility Studies, 316
Chapter Summary, 319
Learning Portfolio, 321
Communication Challenge “The Black Forest Proposal: Good Marketing, or Bad Business?”, 321
Collaboration at Work, 322
Assignments, 323
Models for Good Writing, 329
Model 10–1: Letter proposal, 329
Model 10–2: Memo proposal, 332
Model 10–3: Formal proposal, 334
Model 10–4: Formal proposal, 343
Model 10–5: Feasibility study (one alternative), 364
Chapter 11. Web Pages and Writing for the Web, 366
Your Role in Developing Websites and Content, 367
Planning, 368
Content Development, 371
Content Chunking, 371
Guidelines for Writing Web Content, 372
Adapting Content for the Web, 372
Scripting Languages and Software Authoring Tools, 373
Document Conversion Issues and Common File Formats, 374
Structure, 374
Site Structures and Types, 375
Process of Developing a Structure, 376
Navigation Design, 379
Guidelines for Labeling, 379
Grouping and Arrangement Strategies, 381
Design, 381
Design Conventions and Principles, 382
Finding a Theme and Developing Graphic Content, 384
File Formats and Graphics, 384
Interface Layouts, 385
Usability and Publication, 388
Testing Your Site for Your User Base, 389
Performing Usability Reviews, 389
Quick Usability Checks and System Settings, 389
Accessibility Guidelines, 391
Publishing Your Site, 393
Chapter Summary, 393
Learning Portfolio, 395
Communication Challenge—“What Does Your Company Do Anyway?”, 395
Collaboration at Work, 395
Assignments, 396
Models for Good Writing, 398
Model 11–1: Original M-Global Website, 398
Model 11–2: Proposed M-Global Website, 399
Chapter 12. Graphics, 400
Terms in Graphics, 401
Reasons for Using Special Fonts, Color, and Graphics, 402
Using Fonts, 405
Font Types, 405
General Guidelines, 405
Using Color, 408
The Cost and Time of Using Color, 408
Developing a Color Style Sheet, 409
Color Terms, 411
Guidelines for Using Color, 411
General Guidelines for Graphics, 413
Specific Guidelines for Seven Graphics, 416
Tables, 416
Pie Charts, 420
Bar Charts, 423
Line Charts, 426
Flowcharts, 428
Organization Charts, 430
Technical Drawings, 431
Misuse of Graphics, 435
Description of the Problem, 435
Examples of Distorted Graphics, 435
Chapter Summary, 440
Learning Portfolio, 441
Communication Challenge—“Massaging M-Global’s Annual Report”, 441
Collaboration at Work, 443
Assignments, 443
Chapter 13. Collaboration and Writing, 447
Approaches to Collaboration, 449
Collaboration and the Writing Process, 449
The Writing Team, 450
Planning, 451
Budgeting Time and Money, 451
Communication, 454
Modular Writing, 455
Teamwork, 456
Running Effective Meetings, 456
Writers and Subject Matter Experts, 459
Chapter Summary, 461
Learning Portfolio, 462
Communication Challenge—“A Field Guide: Planning a User’s Manual”, 462
Collaboration at Work, 463
Assignments, 463
Models for Good Writing, 466
Model 13–1: Example of M-Global modular writing, 466
Model 13–2: Meeting agenda, 467
Model 13–3: Meeting minutes, 468
Chapter 14. Oral Communication, 469
Presentations and Your Career, 470
Guidelines for Preparation and Delivery, 471
Guidelines for Presentation Graphics, 478
Overcoming Nervousness, 481
Why Do We Fear Presentations?, 482
A Strategy for Staying Calm, 482
An Example of an M-Global Oral Presentation, 485
Chapter Summary, 485
Learning Portfolio, 487
Communication Challenge—“Ethics and the Technical Presentation”, 487
Collaboration at Work, 488
Assignments, 488
Model for Good Writing, 490
Model 14–1: Text and graphics of sample M-Global presentation, 490
Chapter 15. Technical Research, 495
Getting Started, 496
Searching Online Catalogs, 498
Author or Title Search, 499
Subject Search, 499
Keyword Search, 499
Advanced Search Techniques, 500
Searching in the Library, 505
Library Services, 505
Library Resources, 506
Searching the Web, 514
Fundamentals of Web Searching, 514
Web Search Options, 516
Using Questionnaires and Interviews, 520
Questionnaires, 520
Interviews, 525
Using Borrowed Information Correctly, 527
Avoiding Plagiarism, 527
Following the Research Process, 528
Selecting and Following a Documentation System, 532
Writing Research Abstracts, 538
Types of Abstracts, 538
Guidelines for Writing Research Abstracts, 539
Chapter Summary, 541
Learning Portfolio, 542
Communication Challenge—“To Cite or Not to Cite”, 542
Collaboration at Work, 543
Assignments, 543
Model for Good Writing, 546
Model 15–1: Memo report citing research—APA Style, 546
Chapter 16. The Job Search, 551
Researching Occupations and Companies, 552
Job Correspondence, 555
Job Letters, 556
Resumes, 558
Job Interviews, 562
Preparation, 562
Performance, 565
Follow-Up Letters, 566
Negotiating, 567
Chapter Summary, 571
Learning Portfolio, 572
Communication Challenge—“20-Something—Have Degree, Won’t Travel”, 572
Collaboration at Work, 573
Assignments, 574
Models for Good Writing, 577
Model 16–1: Job letter (modified block) and chronological resume, 577
Model 16–2: Job letter (block style) and chronological resume, 579
Model 16–3: Job letter (modified block) and functional resume, 581
Model 16–4: Job letter (modified block) and functional resume, 583
Model 16–5: Combined resume, 585
Model 16–6: Combined resume formatted for submission online, 586
Model 16–7: Resume with graphics—not effective for computer scanning, 587
Chapter 17. Style in Technical Writing, 588
Overview of Style, 589
Definition of Style, 589
Importance of Tone, 589
Writing Clear Sentences, 590
Sentence Terms, 591
Guidelines for Sentence Style, 591
Being Concise, 592
Being Accurate in Wording, 596
Using the Active Voice, 598
What Do Active and Passive Mean?, 598
When Should Active and Passive Voices Be Used?, 599
Using Nonsexist Language, 600
Sexism and Language, 600
Techniques for Nonsexist Language, 600
Plain English and Simplified English, 603
Plain English, 603
Simplified English, 603
Chapter Summary, 604
Learning Portfolio, 605
Communication Challenge—“An Editorial Adjustment”, 605
Collaboration at Work, 606
Assignments, 607
Appendix: Handbook, 613
Photo Credits, 661
Index, 665
End Papers, EP-1

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