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Technical Communication in the Twenty-First Century

by Sidney I. Dobrin - University of Florida; Christopher J. Keller - The University of Texas-Pan American; Christian R. Weisser - Florida Atlantic University

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Copyright, ii
Dedication, iii
To TCTC Students and Their Teachers, iv
From the Authors, iv
Key Themes and Features of TCTC, v
Real People, Real Writing, v
Rhetorical Approach, v
Problem-Solving Approach (PSA), v
Case Study Approach, vi
TCTC Video Cases Provide Visual Context for Writing, vi
Video Case Companies, vi
Ethical Approach, vii
Professionalism, Community, and Personal Responsibility, vii
Collaborative Approach, vii
Focus on Technology, viii
Chapter 3: Technical Writing and Electronic Technologies, viii
Focus on Visual Rhetoric, viii
Chapter 7: Visual Rhetoric and Using Visuals, viii
Chapter 8: Layout and Design, viii
Focus on Usability, ix
Chapter 10: Usability, ix
In-Text Learning Aids, ix
Marginal Information, ix
In Your Experience, ix
Explore, ix
Analyze This, ix
Build Analytical and Writing Skills, x
Chapter Summaries, x
Concept Review, x
Writing Scenarios, x
Case Studies, x
Video Case Studies, x
Tools for Learning, xi
For the Student, xi
Companion Website Go to www.prenhall.com/dobrin, xi
OneKey Distance Learning Solutions: Convenience, Simplicity, Success, xi
Research Navigator, xi
Tools for Teaching, xii
For the Instructor, xii
Instructor’s Manual with New Instructor Toolkit, xii
Prentice Hall TestGen, xii
PowerPoint Lecture Presentation Package, xii
Instructor Resources CD (IRCD), xii
Annual TCTC Newsletter, xii
Online Instructor Resources, xii
Additional Resources, xiii
Dictionary and Thesaurus, xiii
Writer’s OneKey Access Code, xiii
MyWritingLab Access Code, xiii
Acknowledgments, xiv
Manuscript Reviewers, xiv
Classroom Testers and Student Users, xv
Contributors, xv
About the Authors, xvi
1. Technical and Professional Communication in the Workplace, 2
Introduction, 4
Writing Across Workplaces, 6
Writing, Writing, and Writing, 7
Technical and Professional Writing as a Document, 8
Technical and Professional Writing as an Activity, 12
Technical and Professional Writing as Problem Solving, 13
Technical and Professional Communication in the Real World, 15
Summary, 17
Concept Review, 17
Case Study, 18
Mismeasuring: Poor Technical Communication and the Mars Climate Orbiter, 18
Case Studies on the Companion Website, 18
Writing in the Workplace: Apalachicola Zoological Sanctuary, 18
Ethical Considerations of Writing in the Workplace: Absolm and Brown Accounting, 18
Writing in the Workplace: Gemshine Marine Hardware, 19
Video Case Study, 19
Cole Engineering, Water Quality Division, 19
Case Objectives, 19
Synopsis, 19
Discussion Questions, 19
Writing Prompts, 19
Writing Scenarios, 19
Collaboration, 19
Research, 20
Ethics, 20
Design, 20
Technology, 21
2. Rhetoric and Technical Communication, 22
Introduction, 24
Exigency and Purpose, 26
Audiences, 27
Audiences Vary Significantly, 28
Audiences Have Expectations and Attitudes, 29
Audiences Use Documents Differently, 29
Multiple Audiences Often Read Documents, 30
Cross-Cultural Audiences Have Different Needs, 30
Workplace Writers, 33
Correctness, 33
Experience and Expertise, 33
Goodwill, 33
Similarity, 33
Trust, 34
Documents, 35
Summary, 37
Concept Review, 37
Case Study, 37
When Alligators Attack: Informing Tourists about Dangers in the Park, 37
Case Studies on the Companion Website, 38
Elegance Limousines: The Difficulties of Cross-Cultural Communication, 38
The Baby Comfort 5.2: The Whistleblower’s Dilemma, 38
Carolina Construction: Meeting the Needs of Multiple Audiences, 38
Video Case Study, 39
DeSoto Global, 39
Case Objectives, 39
Synopsis, 39
Discussion Questions, 39
Writing Prompts, 39
Writing Scenarios, 39
Collaboration, 39
Research, 40
Ethics, 40
Design, 40
Technology, 41
3. Technical Writing and Electronic Technologies, 42
Introduction, 44
The Impact of Technology, 45
Creating Documents, 47
Word Processors, 47
Web-Authoring Software, 48
Graphics and Imaging Software, 51
Desktop Publishing Software, 53
Help-Authoring Tools, 53
Single-Sourcing Programs, 54
Communicating and Collaborating, 54
The Internet, 55
E-mail, 55
Ethics and Electronic Communication, 57
The World Wide Web, 58
Electronic Messaging, 60
Videoconferencing, 61
Groupware, 62
The Future of Workplace Writing with Computer Technology, 63
Summary, 65
Concept Review, 65
Case Study, 66
Addressing Student Technology Needs on Campus, 66
Case Studies on the Companion Website, 66
ADA Compliance: A Case of Corporate Responsibility, 66
Human Relations and Technological Training: Francesca’s New Warning System, 66
Planning Ahead: Blossie Moore and Internal Documentation, 66
Video Case Study, 67
GlobeShare Wireless, 67
Case Objectives, 67
Synopsis, 67
Discussion Questions, 67
Writing Prompts, 67
Writing Scenarios, 67
Collaboration, 67
Research, 68
Ethics, 68
Design, 69
Technology, 69
4. Ethics and the Workplace Writer, 70
Introduction, 72
What Is Ethics?, 73
Legal vs. Ethical, 75
Ethics and the Workplace Writer, 75
Ethical Guidelines for Workplace Writers, 76
Guideline #1: Remember That Ethics and Laws Are Not the Same, 76
Guideline #2: Be Honest, 79
Guideline #3: Respect Confidentiality, 80
Codes of Ethics, 80
Ethics and Technology, 81
E-Mail, 82
Websites, 82
Visuals, 82
Environmental Ethics, 84
Avoiding Unethical Writing, 85
Using Deceptive or Evasive Language, 85
Obscuring the Issue, 86
The Ethical Writer’s Checklist, 88
Summary, 89
Concept Review, 89
Case Study, 90
Kansas City Hyatt Regency: A Case of Ethical Considerations, 90
Case Studies on the Companion Website, 92
Instant Messages: Personal Space in the Professional Environment, 92
Privileged Information, 92
Product Recall: Complaint, 92
Video Case Study, 93
Agritechno, 93
Case Objectives, 93
Synopsis, 93
Discussion Questions, 93
Writing Prompts, 93
Writing Scenarios, 93
Collaboration, 93
Research, 93
Ethics, 94
Design, 94
Technology, 95
5. Researching and Evaluating Source Materials, 96
Introduction, 98
Using the Problem-Solving Approach, 99
Answering Questions for Specific Audiences, 101
Understanding Primary and Secondary Sources, 101
Finding and Evaluating Source Material, 104
A Workplace Example, 104
The World Wide Web, 105
Databases, 107
Intranet and Archives, 110
Conducting Primary Research, 111
Interviews, 111
Surveys, 112
Focus Groups, 114
Note Taking, 116
Strategies for Note Taking, 116
Note Taking as Drafting, 119
Ethical Concerns, 120
Documentation, 120
Plagiarism, 120
Ethical Use of Sources, 123
Ethics In Primary Research, 124
Summary, 125
Concept Review, 125
Case Study, 126
What to Buy: Researching Personal Electronic Devices, 126
Case Studies on the Companion Website, 126
Northside Urgent Care: Searching for the Right Office Machine, 126
IPD Body Armor: Planning a Major Research Project, 126
Sheet Sports Market Research: Conducting Primary Research through Focus Groups, 126
Video Case Study, 127
DeSoto Global, 127
Case Objectives, 127
Synopsis, 127
Discussion Questions, 127
Writing Prompts, 127
Writing Scenarios, 127
Collaboration, 127
Research, 128
Ethics, 128
Design, 129
Technology, 129
6. Organizing and Drafting Documents, 130
Introduction, 132
Predrafting Strategies, 133
Confirm Your Purpose, 133
Analyze Your Audience, 133
Gather Your Information, 134
Develop Ideas about the Information, 134
Organize Your Information, 135
Writing the Draft, 152
Parts of a Document, 152
A Nonlinear Process, 153
Drafting the Conclusion, 154
Drafting the Introduction, 155
Electronic Templates and Wizards, 159
Summary, 160
Concept Review, 160
Case Study, 160
Organizing Information about Search Engine Options, 160
Case Studies on the Companion Website, 161
Streamlining Communications in the South Carolina Department of Transportation, 161
Time for an Upgrade: Thank Simmons Confronts the Problem of Obsolete Computers at Quality Care Nursing Home, 161
Beacon Biological: Retracing and Remedying Six Months of Business Disaster, 161
Video Case Study, 161
Cole Engineering, Water Quality Division, 161
Case Objectives, 161
Synopsis, 161
Discussion Questions, 161
Writing Prompts, 162
Writing Scenarios, 162
Collaboration, 162
Research, 162
Ethics, 163
Design, 163
Technology, 163
7. Visual Rhetoric and Using Visuals, 164
Introduction, 166
Graphics, 166
Images, 168
Visual Rhetoric, 170
Using the Problem-Solving Approach, 170
Communicating with Readers, 171
Types of Graphics, 178
Icons, 178
Graphs, 181
Charts, 185
Tables, 190
Line Drawings, 192
Types of Images, 193
Photographs, 193
Screen Shots, 193
Video, 193
Animation, 193
Finding, Capturing, Creating, and Formatting Visuals, 194
Databases, 194
Web Searches, 194
Clip Art, 195
Your Own Visuals, 196
Using Color Effectively, 201
To Identify Parts of a Document or Kinds of Text, 201
To Highlight or Draw Attention, 201
To Improve the Aesthetic and Professional Quality of Documents, 202
How to Add Color, 202
Guidelines for Using Visuals, 207
Relevance, 207
Size, 207
Simplicity, 208
Cultural Awareness, 208
Relationship to Text, 209
Revision, 210
Ethics and Visuals, 210
Summary, 211
Concept Review, 211
Case Study, 212
Remixing Visuals, 212
Case Studies on the Companion Website, 212
Visuals with Teeth: The Ethics of Graphically Representing Shark Attacks, 212
Visualizing Performance: Designing Graphs for Cyclists, 212
Identity Theft: The Ethics of Logo and Image Manipulation, 212
Video Case Study, 213
Cole Engineering, Water Quality Division, 213
Case Objectives, 213
Synopsis, 213
Discussion Questions, 213
Writing Prompts, 213
Writing Scenarios, 213
Collaboration, 213
Research, 214
Ethics, 214
Design, 215
Technology, 215
8. Layout and Design, 216
Introduction, 218
Layout, Design, and the Problem-Solving Approach, 220
Principles of Document Architecture, 221
Balance, 221
Connection, 223
Duplication, 224
Variation, 225
Flow, 227
Elements of Document Architecture, 228
Physical Properties, 229
Typography, 232
Titles and Headings, 235
Captions, 237
Headers and Footers, 238
Lists, 239
Line Format, 240
White Space, 242
Summary, 245
Concept Review, 245
Case Study, 246
Increasing Student Awareness, Increasing Highway Safety, 246
Cases Studies on the Companion Website, 248
Publicizing Orton Construction’s Upcoming Public Service Campaign, 248
Crafting a Highly Detailed Document: Bruce Smithers and the Winged Elm, 248
Managing Miscalculated Bills and a Public Relations Crisis at CPW, 248
Video Case Study, 248
Agritechno, 248
Case Objectives, 248
Synopsis, 248
Discussion Questions, 248
Writing Prompts, 249
Writing Scenarios, 249
Collaboration, 249
Research, 250
Ethics, 250
Design, 250
Technology, 251
9. Revising, Rewriting, and Editing, 252
Introduction, 254
Revising, 254
Rewriting, 254
Editing, 254
Guidelines for Revising, 255
Get an Overview, 255
Trim the Fat, 256
Revise for Clarity, 258
Revise for Concision, 261
Revise for Style, 263
Revise for Tone, 265
Revise for Visuals, 266
Revise for Accuracy and Timeliness, 268
Guidelines for Rewriting, 269
Work from Large to Small, 269
Consider Audience and Purpose, 269
Address Ethical Concerns, 269
Guidelines for Editing, 269
General Areas of Concern, 270
Common Errors, 270
Editing Strategies, 271
Technology, 275
Highlighting Sentences, 276
Moving and Removing Text, 277
Inserting Visuals and Characters, 277
Using Language Tools, 277
Designing a Document, 280
Summary, 282
Concept Review, 282
Case Study, 282
Revising for Safety and Company Security, 282
Case Studies on the Companion Website, 285
Revising as Improvement: Walker Brothers’ Acknowledgement of Order, 285
Editing and Revising for Tone and Clarity: Tandem Watercraft Customer Service, 285
Revise to Meet the Needs of Multiple Audiences: Linearization Test Station Upgrade ROI (Return on Investment) Report, 285
Video Case Study, 285
DeSoto Global, 285
Case Objectives, 285
Synopsis, 285
Discussion Questions, 286
Writing Prompts, 286
Writing Scenarios, 286
Collaboration, 286
Research, 287
Ethics, 288
Design, 289
Technology, 290
Corrections for Writing Scenario 10, 291
10. Usability, 292
Introduction, 294
Usability in the Workplace, 296
User-Centered Design, 297
Where Usability Testing Takes Place, 298
In a Lab, 298
Outside a Lab, 299
In the Field, 299
Planning Usability Tests, 299
Establish a Team, 299
Define the Parameters of the Test, 299
Define the User Profile, 300
Establish the Issues and the Goals of the Test, 301
Write the Test Plan, 301
Recruit and Screen Participants for the Test, 302
Conducting Usability Tests, 304
Collect Data from the Test, 305
Administer Posttest Questionnaires to Participants, 306
Reporting Usability Tests, 307
Analyze Findings, 307
Report the Results and Make Recommendations, 307
Ethical Considerations in Usability Testing, 308
Briefing Participants about the Test Process, 308
Creating Unbiased Questionnaires, 309
Using Consent and Nondisclosure Forms, 309
Testing in the Field, 310
Website Usability, 310
Summary, 311
Concept Review, 311
Case Study, 312
Tax Time: Usability and the W-4 Form, 312
Case Studies on the Companion Website, 312
Developing a Usability Test: Bruce Wayne-Edwards and Recruiting Subjects, 312
Reading the Manual: Cory Washington’s Technical Documentation, 312
Developing a Usability Test: Nia Barazu and the Game Interface, 312
Video Case Study, 315
GlobeShare Wireless, 315
Case Objectives, 315
Synopsis, 315
Discussion Questions, 315
Writing Prompts, 315
Writing Scenarios, 315
Collaboration, 315
Research, 316
Ethics, 316
Design, 316
Technology, 317
11. E-mail and Memos, 318
Introduction, 320
Short Internal and External Documents, 320
Level of Formality, 320
Introductory and Concluding Information, 320
Level of Detail, 321
Problem-Solving in Short Messages, 321
Basic Elements of E-mail Messages, 324
Subject Lines, 325
Recipients, 325
Message Content, 326
Signatures, 328
Attachments, 329
Electronic Messaging, 331
Basic Elements of Memos, 334
Identifying Information, 334
Content, 335
Length and Formatting, 337
Situations Requiring a Memo, 337
Choosing between E-mail and a Memo, 341
Summary, 342
Concept Review, 342
Case Study, 343
Communicating Budget Cuts at Lake Clarke National Park, 343
Case Studies on the Companion Website, 344
Alban Paper: New Philosophies for a New Era, 344
Opening the Lines of Communication: Addressing Concerns about Network Safety, 344
When Does Workplace Communication Become Too Much Communication?, 345
Video Case, 345
Agritechno, 345
Case Objectives, 345
Synopsis, 345
Discussion Questions, 345
Writing Prompts, 345
Writing Scenarios, 345
Collaboration, 345
Research, 346
Ethics, 346
Design, 346
Technology, 347
Problem Solving in Your Own Writing, 347
12. Letters, 348
Introduction, 350
Basic Elements of Letters, 353
Heading or Letterhead, 353
Date, 353
Recipient’s Address, 353
Salutation or Greeting, 355
Introductory Paragraph, 355
Body Paragraphs, 355
Concluding Paragraphs, 355
Closing Phrase, 356
Signature, 356
Page Headers, 356
Additional Features, 357
Introducing Line, 357
Typist’s Initials, 359
Enclosure Line, 359
Distribution Line, 359
Formats for Letters and Envelopes, 359
Block Style, 360
Modified Block Style, 360
Envelope Style, 361
Patterns for Organizing a Letter, 362
Positive Messages, 363
Negative Messages, 364
Persuasive Messages, 366
Summary, 370
Concept Review, 370
Case Study, 371
Responding to Critics of a Park Services Message, 371
Case Studies on the Companion Website, 372
Bad Loans and Bad Vibes: An Assistant Manager Is Placed in a Sticky Situation, 372
Cutbacks and Quality Care at St. Martin’s Hospital: A New Medical Professional Faces Ethical Dilemmas in the Workplace, 372
Fletcher Global Medical Manufacturers: An Engineer Confronts Quality Control Issues and Helps Combats Negative Publicity, 372
Video Case Study, 372
GlobeShare Wireless, 372
Case Objectives, 372
Synopsis, 372
Discussion Questions, 372
Writing Prompts, 372
Writing Scenarios, 373
Collaboration, 373
Research, 373
Ethics, 374
Design, 374
Technology, 374
Problem Solving in Your Writing, 375
13. Finding and Obtaining Employment, 376
Introduction, 378
Preparing for a Job Search, 378
Gather Information (Begin Now), 378
Apply for Work-Study, Internship, or Volunteer Programs Related to Your Career (Begin Now), 380
Begin a Working Résumé or a Personal Data File (Begin Now), 380
Request Letters of Recommendation and References (One Year before Graduation), 382
Begin Compiling a Dossier or Portfolio (One Year before Graduation), 383
Begin Your Job Search (Six Months before Graduation), 384
Creating Employment-Related Documents, 387
Recommendation Request Letters, 387
Letters of Inquiry, 388
Résumés, 389
Job Application Cover Letters, 401
Preparing for Job Interviews, 403
Gather Information, 403
Anticipate Questions, 403
Conduct Mock Interviews, 404
Prepare Physically, 404
Participating in Job Interviews, 404
Beginning of Interview, 404
Middle of Interview, 405
Conclusion of Interview, 405
Follow-up Letters, 405
Negotiating Job Offers, 407
Acceptance Letters, 408
Rejection Letters, 408
Summary, 410
Concept Review, 410
Case Study, 411
Responding to a Salary Discrepancy, 411
Case Studies on the Companion Website, 411
Tyrus Johnson: Preparing for the Job Search, 411
Elizabeth Walker Searches for a Job, 411
Shakira Solomon Creates a Job Application Packet, 411
Video Case Study, 411
Cole Engineering, Water Quality Division, 411
Case Objectives, 411
Synopsis, 411
Discussion Questions, 412
Writing Assignments, 412
Writing Scenarios, 412
Collaboration, 412
Research, 412
Ethics, 413
Design, 413
Technology, 413
Problem Solving in Your Writing, 413
14. Technical Definitions, 414
Introduction, 416
Dictionary Definitions, 417
Kinds of Definitions, 419
Definitions That Describe, 419
Definitions That Compare and Contrast, 420
Definitions That Classify, 421
Definitions That Provide Examples, 423
Definitions That Illustrate with Visuals, 424
Writing Definitions with the Problem-Solving Approach, 426
Plan, 426
Research, 432
Draft, 432
Revise, 432
Distribute, 433
Defining Symbols and Signs, 433
Ethics and Definitions, 434
Full Disclosure, 434
Appropriate Style, 434
Common Mistakes in Creating Definitions, 435
Summary, 437
Concept Review, 437
Case Study, 438
Bioterrorism and the Lone Star State: Writing Definitions for Multiple Audiences, 438
Video Case Study, 438
Agritechno, 438
Case Objectives, 438
Synopsis, 438
Discussion Questions, 439
Writing Prompts, 439
Case Studies on the Companion Website, 439
American Dream Mortgage Consulting and the Confusing 80-20 Loan, 439
Argon Gas: Effective Insulator or Insidious Carcinogen?, 439
Introducing Portland Public Schools to New Computer Equipment, 439
Writing Scenarios, 440
Collaboration, 440
Research, 440
Ethics, 440
Design, 441
Technology, 441
Problem Solving in Your Writing, 441
15. Technical Descriptions, 442
Introduction, 444
Technical Specifications, 447
Components of Technical Descriptions, 448
Introduction, 449
Background, 449
Parts and Characteristics, 449
Visuals, 450
Composing Technical Descriptions, 452
Audience Analysis, 452
Descriptive Detail, 453
Organization, 455
Headings, 456
Parts Lists, 457
Ethics, 457
Objectivity, 457
Alerts, 457
Usability Testing, 457
Summary, 458
Concept Review, 458
Case Study, 459
Setting Sail: Technical Descriptions of Explorer of the Seas, 459
Case Studies on the Companion Website, 460
10-Megapixel SLR Cameras for Interstate Insurance Adjustors, 460
Hampton Place: New Electronics for Elderly Residents, 460
Mid-Texas Power and the Search for Fuel-Efficient Automobiles, 460
Video Case Study, 461
GlobeShare Wireless, 461
Case Objectives, 461
Synopsis, 461
Discussion Questions, 461
Writing Prompts, 461
Writing Scenarios, 461
Collaboration, 461
Research, 462
Ethics, 462
Design, 462
Technology, 462
Problem Solving in Your Writing, 463
16. Websites and Online Environments, 464
Introduction, 466
Basic Differences between a Website and a Print Document, 467
Size and Dimension, 467
Navigational Features, 468
Visual Components, 468
Multimedia, 468
Accessing Speed, 468
Intranet and Internet Web Pages, 468
Intranet Web Pages, 468
Internet Web Pages, 469
Web Terminology, 469
Web Page, 469
Web Browser, 469
URL, 470
Homepage, 470
Hypertext, 471
Link, 471
Interface, 471
Navigation, 471
Search Engine, 471
Site Architecture, 472
Site Map, 472
Server Space, 472
Cookies, 472
Web Technologies, 472
HTML, 472
XHTML, 475
Tables and Frames, 475
CSS, 476
Web-Authoring Software, 477
JavaScript, 477
CGI, 478
CMS, 478
Plug-Ins, 479
Ethics, 479
Ensuring Accessibility, 480
Presenting a Fair Image, 480
Providing Accurate Information, 481
Standard Web Page Components, 481
Continuity and Branding, 481
Navigation, 481
Splash Page, 484
Homepage, 484
Nodes, 486
Subpage, 486
Search Optimization and Metatags, 486
FAQ, 488
Site Map, 488
Color, 488
Organizing a Website, 489
Websites and Usability, 493
Navigation, 493
Content, 493
Visuals, 493
Other, 494
Summary, 495
Concept Review, 495
Case Study, 496
Designing a Website for a Nonprofit Organization, 496
Case Studies on the Companion Website, 496
On the Intranet: Mildred Jackson and the Internal Job Postings, 496
Playing Well with Others: Cole Blackburn and Creating a Children’s Website, 496
Website Comparisons: Ben Bryson and the Competition’s Website, 496
Video Case Study, 497
Cole Engineering, Water Quality Division, 497
Case Objectives, 497
Synopsis, 497
Discussion Questions, 497
Writing Prompts, 497
Writing Scenarios, 498
Collaboration, 498
Research, 498
Ethics, 498
Design, 499
Technology, 499
Problem Solving in Your Writing, 499
17. Technical Instructions, 500
Introduction, 502
Ethics, 505
Key Elements, 506
Title/Title Image, 506
Byline, 506
Date, 507
Introduction, 508
Alerts, 510
Equipment Needed, 517
Parts List, 517
Steps, 521
Conclusion, 526
Quick Reference Card, 528
Help Pages, 528
Be Clear, Concise, and Thorough, 528
Be Direct but Friendly, 529
Provide Examples, 529
Provide Links, 530
Include a Search Feature, 530
Consider Context, 530
Usability, 530
Design, 531
Summary, 532
Concept Review, 532
Case Study, 532
Slip Sliding Away: Technical Instructions and Wham-O’s Slip ‘N Slide, 532
Cases Studies on the Companion Website, 536
Integrating Pictorial and Textual Instructions: Mathias Contracting of Boise and IKEA, 536
Technical Instructions: Records Archiving at Ross Realty of Houston, Texas, 536
Technical Instructions: Chemical Safety at Roxey Manufacturing, 536
Video Case Study, 536
GlobeShare Wireless, 536
Case Objectives, 536
Synopsis, 536
Discussion Questions, 536
Writing Prompts, 536
Writing Scenarios, 537
Collaboration, 537
Research, 537
Ethics, 538
Design, 538
Technology, 539
Problem Solving in Your Writing, 539
18. Manuals, 540
Introduction, 542
Types of Manuals, 543
Policy Manuals, 543
Procedures Manuals, 543
Operations Manuals, 545
Operator’s Manuals, 545
Owner’s or User’s Manuals, 547
Service and Maintenance Manuals, 547
Training Manuals, 549
Field Manuals, 549
Lab Manuals, 550
Manual Standards, 552
General Guidelines for Writing Manuals, 554
Consider Readers First, 554
Understand the Purpose and Function of the Manual, 554
Develop Detailed Outlines and Overviews Before Writing, 554
Understand Information Sources, 554
Agree on Divisions of Labor, 554
Consider the Format and Design, 555
Test Manual Usability, 555
Plan for Revision, 555
Manual Organization, 556
Front Matter, 556
Body, 560
Conclusion and End Matter, 560
Single Sourcing, 562
Manuals as Marketing and Public Relations Tools, 564
Ethics, 564
Summary, 565
Concept Review, 565
Case Study, 565
Writing Standard Operating Procedures for the State of Alaska, 565
Cases Studies on the Companion Website, 566
Cultural Communication Problems in the State Attorney’s Office, 566
Malfunction of the Mass Spectrometer: Malfunction of the Manual, 566
Out at Sea: Environmental Difficulties of Writing a Usable Manual, 566
Video Case Study, 566
Agritechno, 566
Case Objectives, 566
Synopsis, 566
Discussion Questions, 566
Writing Prompts, 567
Writing Scenarios, 567
Collaboration, 567
Research, 567
Ethics, 568
Design, 568
Technology, 568
Problem Solving in Your Writing, 569
19. Proposals and Requests for Proposals, 570
Introduction, 572
Types of Proposals, 572
Internal Proposals, 573
External Proposals, 574
Solicited and Unsolicited Proposals, 576
Writing Requests for Proposals, 578
Information RFPs Provide, 578
Information RFPs Request, 579
RFP Ethics and Professionalism, 582
RFP Technology, 583
Writing a Proposal, 584
RFP Guidance, 584
Proposal Outline, 586
Use of Technology, 600
Coffee Rings and Pretzel Crumbs, 600
Summary, 602
Concept Review, 602
Case Study, 603
The Search for South Central Louisiana State University’s New Mascot, 603
Case Studies on the Companion Website, 605
Proposing New Computers for Barksdale Accounting, 605
Banking on Productivity: Seeking Food Service Bids for a Corporate Cafeteria, 605
JMG Construction and Lifeline Safety: Writing a Proposal that Can Save Lives, 605
Video Case Study, 605
DeSoto Global, 605
Case Objectives, 605
Synopsis, 605
Discussion Questions, 605
Writing Prompts, 606
Writing Scenarios, 606
Collaboration, 606
Research, 606
Ethics, 607
Design, 608
Technology, 608
Problem Solving in Your Writing, 609
20. Informal Reports, 610
Introduction, 612
A Popular Report, 612
General Characteristics, 613
Types of Informal Reports, 614
Progress Reports, 615
Informal Lab Reports, 617
Directives, 618
Incident Reports, 620
Composing Informal Reports, 621
Ethical Issues in Report Writing, 624
Summary, 627
Concept Review, 627
Case Study, 627
E-mail at Agriflex: Writing Directives for Company Employees, 627
Case Studies on the Companion Website, 628
Reporting Changes in the Book Business at Pearman College, 628
New Incident Reporting Procedures for Arctic Blast Heating and Air Conditioning, 628
Construction Delays at the Oklahoma State Penitentiary, 628
Video Case Study, 629
DeSoto Global, 629
Case Objectives, 629
Synopsis, 629
Discussion Questions, 629
Writing Prompts, 629
Writing Scenarios, 630
Collaboration, 630
Research, 630
Ethics, 630
Design, 631
Technology, 631
Problem Solving in Your Writing, 631
21. Formal Reports, 632
Introduction, 634
Recommendation Reports, 635
Feasibility Reports, 635
Evaluation Reports, 639
Guidelines for Composing Formal Reports, 641
Address Audience Needs, 641
Conduct Necessary Research, 642
Include Helpful Visuals, 642
Collaborate, Draft, and Revise, 642
Distribute Professionally, 645
Components of Formal Reports, 646
Front Matter, 646
Body, 647
End Matter, 655
Ethical Issues with Formal Reports, 656
Summary, 657
Concept Review, 657
Case Study, 658
South Dakota Highways: Recommending Company Vehicles in a Formal Report, 658
Case Studies on the Companion Website, 658
In Violation of Federal Regulations: An Internal Review Reveals Problems at Berkshire Med-Tech Corporation, 658
Swiss Sweets: Time for an Upgrade and a New Look?, 658
Flawed Tests and Faulty Parts: An Engineer Develops Solutions for a New Device, 658
Video Case Studies, 659
DeSoto Global, 659
Case Objectives, 659
Synopsis, 659
Discussion Questions, 659
Writing Prompts, 659
Writing Scenarios, 659
Collaboration, 659
Research, 660
Ethics, 660
Design, 660
Technology, 661
Problem Solving in Your Writing, 661
22. Presentations, 662
Introduction, 664
Types of Presentations, 665
Informal Presentations, 665
Formal Presentations, 665
Varied Presentations, 666
Varied Audiences, 667
Preparing for a Presentation, 669
Focusing on the Audience, 669
Assessing the Physical Context, 670
Determining the Time Available, 671
Gathering and Evaluating the Information, 671
Choosing and Creating the Appropriate Visual Aids, 672
Planning Your Speech, 681
Choosing Your Written Format, 681
Organizing Your Content, 681
Delivering a Presentation, 685
Vocalization, 685
Body Language, 686
Fielding Questions, 687
Summary, 688
Concept Review, 688
Case Study, 689
Hurricane Katrina and FEMA Response Presentations, 689
Case Studies on the Companion Website, 689
Breaking the News: Presenting a Corporate Takeover at Pinnacle Accounting, 689
Presenting a Very Positive State of the Hospital at Boise Presbyterian, 689
Proposing a Bulkhead to Protect Carteret Technical Institute from Coastal Erosion, 689
Video Case Study, 690
Cole Engineering, Water Quality Division, 690
Case Objectives, 690
Synopsis, 690
Discussion Questions, 690
Writing Prompts, 690
Writing Scenarios, 690
Collaboration, 690
Research, 691
Ethics, 691
Design, 691
Technology, 692
Problem Solving in Your Writing, 693
A. Handbook, 694
Issues of Grammatical Correctness, 695
Sentence Fragments, 695
Run-On Sentences, 695
Modifiers, 696
Pronouns, 696
Verbs, 697
Issues of Punctuation Correctness, 697
Periods, 697
Question Marks, 698
Exclamation Points, 699
Commas, 699
Semicolons, 701
Colons, 701
Quotation Marks, 701
Italics and Underlining, 702
Parentheses, 703
Dashes, 703
Hyphens, 704
Apostrophes, 704
Brackets, 705
Ellipses, 705
Issues of Capitalization Correctness, 706
Proper Nouns, 706
First Words, 706
Titles, 706
Letters, 707
Issues of Abbreviation Correctness, 707
Names and Titles, 707
Dates and Time, 707
Geographical Names, 707
Organization Names, 708
Measures, 708
Specialized Terminology, 708
Commonly Misspelled Words, 708
A, 708
B, 708
C, 708
D, 708
E, 708
F, 709
G, 709
H, 709
I, 709
J, 709
K, 709
L, 709
M, 709
N, 709
O, 709
P, 709
Q, 709
R, 709
S, 709
T, 709
U, 709
V, 709
W, 709
B. Documentation, 710
APA Style, 710
In-Text Citation, 710
Reference List, 712
CSE Style, 715
In-Text Citation, 715
Reference List, 716
MLA Style, 719
In-Text Citation, 719
Works Cited, 721
Index, 725
Glossary, G-1

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