CHAPTER 1 Process in Technical Communication

Defining Technical Communication

Features of Academic Writing

Features of Technical Communication

Determining the Purpose

Analyzing Your Readers

Obstacles for Readers

Ways to Understand Readers

Types of Readers

Collecting Information

Completing an Outline

Writing Initial Drafts

Revising Drafts

Writing in Groups

Benefits and Drawbacks of Group Writing

Guidelines for Group Writing

Chapter Summary

Learning Portfolio

Communication Challenge-"A Group Project Gone Bad"

Collaboration at Work

Assignments

CHAPTER 2 McDuff,Inc.:Ethics and Globalism in the Workplace

Corporate Culture in the New Century

Elements of a Company's Culture

The Search for Quality

The Global Workplace

Strategies for Understanding Cultures

Strategies for Communicating Internationally

Ethics on the Job

Ethical Guidelines for Work

Ethics and Legal Issues in Writing

Background and Types of Projects

History of McDuff,Inc.

Projects

Corporate and Branch Offices

Headquarters

Branches

Writing at McDuff

Examples of Internal Writing

Examples of External Writing

Chapter Summary

Learning Portfolio

Communication challenge-" McDuff's Moscow Buyout:Global Dilemmas"

Collaboration at Work

Assignments

CHAPTER 3 Organizing Information

Importance of Organization

Three Principles of Organization

ABC Format for Documents

Document Abstract:The"Big Picture"for Decision-Makers

Document Body:Details for All Readers

Document Conclusion:Wrap-Up Leading to Next Step

Tips for Organizing Sections and Paragraphs

Document Section

Paragraphs

Chapter Summary

Learning Portfolio

Communication Challenge-"Telecommuting:The Last Frontier?"

Collaboration at Work

Assignments

Models for Good Writing

Model 3-1:ABC format in whole document

Model 3-2:ABC format in document section

Model 3-3:ABC format in paragraphs

CHAPTER 4 Page Design

Guidelines for Page Design

Paper

White Space

Headings

Lists

In-Text Emphasis

Fonts and Color

Size of Type

Font Types

Color

Computers in the Writing Process

Using Computers to Plan

Using Computers to Draft

Using Computers to Revise

Problems to Avoid

Chapter Summary

Learning Portfolio

Communication Challenge-"The St.Paul Style Guide:Trouble in the River City"

Collaboration at Work

Assignments

Models for Good Writing

Model 4-1:Page design in memorandum

CHAPTER 5 Patterns of Organization

Argument

Short Cases from McDuff:Argument

Guidelines for Writing Argument

Example of Argument

Definition

Short Cases from McDuff:Definitions

Guidelines for Writing Definitions

Example of Expanded Definition

Description

Short Cases from McDuff:Descriptions

Guidelines for Writing Descriptions

Examples of Description

Classification/Division

Short Cases from McDuff:Classification/Division

Guidelines for Classification

Example of Classification

Guidelines for Division

Example of Division

Comparison/Contrast

short Cases from McDuff:Comparison/Contrast

Guidelines for Comparison/Contrast

Example of Comparison/Contrast

Chapter Summary

Learning Portfolio

Communication Challenge-"A Dome Gone South:Argument in Action"

Collaboration at Work

Assignments

Models for Good Writing

Model 5-1:Memo report-example using argument

Model 5-2:Detailed description(with definition included)

Model 5-3:Technical description(with definition included):Bunsen burner

Model 5-4:Part-by-part comparison/contrast:three bulldozers

CHAPTER 6 Process Descriptions and Instructions

Process Descriptions Versus Instrucfions

Process Descriptions at McDuff

Instructions at McDuff

Guidelines for Process Descriptions

Guidelines for Instructions

Chapter Summary

Learning Portfolio

Communication Challenge-"McDuff's Home of Hope:The Good,the Bad,and the Ugly?"

Collaboration at Work

Assignments

Models for Good Writing

Model 6-1:McDuff process description:electronic mail

Model 6-2:McDuff instructions:electronic mail

Model 6-3:Process description

Model 6-4:A McDuff process description with a flowchart(both are included in an appendix to a report to a client)

Model 6-5:Instructions for making travel orrangements (McDuff's departed Baltimore travel coordinator left a narrative description of the procedure he followed[original version],which was then reformatted and edited[revised version])202 Model 6-6: McDuffmemo containing how-to instructions for a phone message recorder(rewritten from manufacturer's difficult-to-follow instructions)

CHAPTER 7 Letters,Memos,and Electronic Communication

General Guidelines for Letters and Memos

Specific Guidelines for Letters and Memos

Positive Letters

Negative Letters

Neutral Letters

Sales Letters

Memoranda

Email

Appropriate Use and Style of Email

ABC Format for Email

Guidelines for Email

Chapter Summary

Learning Portfolio

Communication Challenge-"Ethics and Sales Letters"

Collaboration at Work

Assignments

Models for Good Writing

Model 7-1:McDuff sample letter

Model 7-2:McDuff sample memo

Model 7-3:Block style for letters

Model 7-4:Modified block style(with indented paragraphs)for letters

Model 7-5:Simplified style for letters

Model 7-6:Memo style

Model 7-7:Positive letter in block style

Model 7-8:Negative letter in modified block style(with indented paragraphs)

Model 7-9:Neutral letter(invitation)in block style

Model 7-10:Neutral letter(placing order)in simplified style

Model 7-11:Sales letter in simplified style

Model 7-12:Memorandum:changes in procedures

Model 7-13:Memorandum:changes in benefits

Model 7-14:Simple email message

CHAPTER 8 Informal Reports

When to Use Informal Reports

Letter Reports at McDuff

Memo Reports at McDuff

General Guidelines for Informal Reports

Specific Guidelines"for Five Informal Reports

Problem Analyses

Recommendation Reports

Equipment Evaluations

Progress/Periodic Reports

Lab Reports

Chapter Summary

Learning Portfolio

Communication Challenge-"A Nonprofit Job:Good Deed or Questionable Ethics?"

Collaboration at Work

Assignments

Models for Good Writing

Model 8-1:Recommendation report(letter format)

Model 8-2:Equipment evaluation(memo format)

Model 8-3:Problem analysis (memo format)

Model 8-4:Progress report(memo format)

Model 8-5:Periodic report(memo format)

Model 8-6:Lab report(letter format)

CHAPTER 9 Formal Reports

When to Use Formal Reports

Strategy for Organizing Formal Reports

Guidelines for the Eight Parts of Formal Reports

Cover/Title Page

Letter/Memo of Transmittal

Table of Contents

List of Illustrations

Executive Summary

Introduction

Discussion Sections

Conclusions and Recommendations

Formal Report Example

Chapter Summary

Learning Portfolio

Communication Challenge-"The Ethics of Clients Reviewing Report Drafts"

Collaboration at Work

Assignments

Models for Good Writing

Model 9-1:Title page with illustration(see explanation on page 297)

Model 9-2:Letter of transmiital

Model 9-3:Memo of transmittal

Model 9-4:Table of contents(all subheadings included)

Model 9-5:Table of contents(third-level subheadings omitted)

Model 9-6:List of illustrations-formal report

Model 9-7:Executive summary-formal report

Model 9-8:Introduction-formal report

Model 9-9:Formal report

CHAPTER 10 Proposals and Feasibility Studies

Proposals and Feasibility Studies at McDuff

McDuff Proposals

McDuff Feasibility Studies

Guidelines for Informal Proposals

Guidelines for Formal Proposals

Cover/Title Page

Letter/Memo of Transmittal

Table of Contents

List of Illustrations

Executive Summary

Introduction

Discussion Sections

Condusion

Appendices

Guidelines for Feasibility Studies

Chapter Summary

Learning Portfolio

Communication Challenge-"The Black Forest Proposal:Good Marketing or Bad Business?"

Collaboration at Work

Assignments

Models for Good Writing

Model 10-1:Letter proposal

Model 10-2:Memo proposal

Model 10-3:Formal proposal

Model 10-4:Formal proposal

Model 10-5:Feasibility study(one alternative)

CHAPTER 11 Web Pages and Writing for the Web

Your Role in Developing Web Sites and Content

Planning

Content Development

Content Chunking

Guidelines for Writing Web Content

Adapting Content for the Web

Scripting Languages and Software Authoring Tools

Document Conversion Issues and Common File Formats

Structure

Site Structure and Types

Process of Developing a Structure

Navigation Design

Guidelines for Labeling

Grouping and Arrangement Strategies

Design

Design Conventions and Principles

Finding a Theme and Developing Graphic Content

File Formats and Graphics

Interface Layouts

Usability and Publication

Testing Your Site for Your User Base

Performing Usability Reviews

Quick Usability Checks and System Settings

Accessibility Guidelines

Publishing Your Site

Chapter Summary

Learning Portfolio

Communication Challenge

Collaboration at Work

Assignments

CHAPTER 12 Graphics

Terms in Graphics

Reasons for Using Special Fonts,Color,and Graphics

Using Fonts

Font Types

General Guidelines

Using Color

The Cost and Time of Using Color

Developing a Color Style Sheet

Color Terms

Guidelines for Using Color

General Guidelines for Graphics

Specific Guidelines for Eight Graphics

Tables

Pie Charts

Bar Charts

Line Charts

Schedule Charts

Flowcharts

Organization Charts

Technical Drawings

Misuse of Graphics

Description of the Problem

Examples of Distorted Graphics

Chapter Summary

Learning Portfolio

Communication Challenge-"Massaging McDuff's Annual Report"

Collaboration at Work

Assignments

CHAPTER 13 Oral Communication

Presentations and Your Career

Guidelines for Preparation and Delivery

Guidelines for Presentation Graphics

Overcoming Nervousness

Why Do We Fear Presentations?

A Strategy for Staying Calm

Example of McDuff Oral Presentation

Running Effective Meetings

Common Problems with Meetings

Guidelines for Good Meetings

Chapter Summary

Learning Portfolio

Communication Challenge-"Ethics and the Technical Presentation"

Collaboration at Work

Assignments

CHAPTER 14 Technical Research

Getting Started

Searching Online Catalogs

Searching in the Library

Library Services

Library Resources

Searching the Web

Fundamentals of Web Searching

Web Search Options

Using Questionnaires and Interviews

Questionnaires

Interviews

Using Borrowed Information Correctly

Avoiding Plagiarism

Following the Research Process

Selecting and Following a Documentation System

Varieties of Documention

Writing Research Abstracts

Types of Abstracts

Guidelines for Writing Research Abstracts

Chapter Summary

Learning Portfolio

Communication Challenge-"To Cite or Not to Cite"

Collaboration at Work

Assignments

Models for Good Writing

Model 14-1:Memo report citing research-APA Style

CHAPTER 15 The Job Search

Researching Occupations and Companies

Job Correspondence

Job Letters

Resumes

Job Interviews

Preparation

Performance

Follow-Up Letters

Negotiating

Chapter Summary

Learning Portfolio

Communication Challenge-"20-Something-Have Degree,Won't Travel"

Collaboration at Work

Assignments

Models for Good Writing

Model 15-1:Job letter(modified block)and chronological resume

Model 15-2:Job letter(block style)and chronological resume

Model 15-3:Job letter (modified block)and functional resume

Model 15-4:Job letter (modified block)and functional resume

Model 15-5:Combined resume

Model 15-6:Combined resume

Model 15-7:Resume with graphics-not effective for computer scanning

CHAPTER 16 Style in Technical Writing

Overview of Style

Definition of Style

Importance of Tone

Writing Clear Sentences

Sentence Terms

Guidelines for Sentence Style

Being Concise

Being Accurate in Wording

Using the Active Voice

What Do Active and Passive Mean?

When Should Actives and Passives Be Used?

Using Nonsexist Language

Sexism and Language

Techniques for Nonsexist Language

Chapter Summary

Learning Portfolio

Communication Challenge-"An Editorial Adjustment"

Collaboration at Work

Assignments

Appendix:Handbook

Index