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| Preface for Instructors | |
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| Preface for Writers | |
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| Understanding the Technical Communication Environment | |
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| Introduction to Technical Communication | |
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| What is Technical Communication? | |
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| Who Produces Technical Documents? | |
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| Technical Communication and Your Career | |
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| Characteristics of Technical Documents | |
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| Addresses Particular Readers | |
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| Helps Readers Solve Problems | |
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| Reflects an Organization's Goals and Culture | |
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| Is Produced Collaboratively | |
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| Uses Design to Increase Readability | |
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| Consistes of Words or Graphics or Both | |
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| Interactive Sample Document: Studying How Technical Communication Combines Words and Graphics | |
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| A Look at Three Sample Documents | |
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| Measures of Excellence in Technical Communication | |
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| Honesty | |
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| Clarity | |
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| Accuracy | |
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| Comprehensiveness | |
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| Accessibility | |
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| Conciseness | |
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| Professional Appearance | |
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| Correctness | |
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| Exercises | |
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| Judging Entries in a Technical Communication Competition | |
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| Understanding Ethical and Legal Considerations | |
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| A Brief Introduction to Ethics | |
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| Your Ethical Obligations | |
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| Obligations to Your Employer | |
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| Obligations to the Public | |
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| Obligations to the Environment | |
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| Your Legal Obligations | |
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| Copyright Law | |
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| Guidelines: Determining Fair use | |
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| Guidelines: Dealing with Copyright Questions | |
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| Ethics Note: Distinguishing Plagiarism from Acceptable Re-Use of Information | |
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| Trademark Law | |
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| Guidelines: Protecting Trademarks | |
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| Contract Law | |
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| Liability Law | |
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| Guidelines: Abiding by Liability Laws | |
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| The Role of Corporate Culture in Ethical and Legal Conduct | |
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| Interactive Sample Document: Dealing with Copyright Questions | |
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| Communicating Ethically Across Cultures | |
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| Communicating with Cultures with Different Ethical Beliefs | |
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| Communicating with Cultures with Different Laws | |
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| Principles for Ethical Communication | |
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| Abide by Relevant Laws | |
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| Abide by the Appropriate Professional Code of Conduct | |
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| Take Advantage of Your Employer's Ethics Resources | |
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| Tell the Truth | |
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| Don't Mislead Your Readers | |
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| Use Design to Highlight Important Ethical and Legal Information | |
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| Be Clear | |
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| Avoid Discriminatory Language | |
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| Acknowledge Assistance from Others | |
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| Writer's Checklist | |
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| Exercises | |
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| Playing the Name Game | |
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| Writing Technical Documents | |
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| Planning | |
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| Analyzing Your Audience | |
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| Analyzing Your Purpose | |
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| Generating Ideas About Your Subject | |
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| Researching Additional Information | |
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| Organizing and Outlining Your Document | |
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| Tech Tip: How to Use Outliine View | |
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| Selecting an Application, a Design, and a Delivery Method | |
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| Devising a Schedule and a Budget | |
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| Drafting | |
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| Guidelines: Drafting Effectively | |
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| Using Templates | |
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| Tech Tip: How to Modify Templates | |
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| Interactive Sample Document: Analyzing a Code of Conduct | |
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| Using Styles | |
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| Tech Tip: How to Use the Styles Group | |
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| Revising | |
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| Studying the Draft by Yourself | |
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| Seeking Help from Others | |
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| Ethics Note: Acknowledge Reviewers Responsibly | |
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| Editing | |
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| Proofreading | |
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| Writer's Checklist | |
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| Exercises | |
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| Using Revision Software Effectively | |
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| Writing Collaboratively | |
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| Advantages and Disadvantages of Collaboration | |
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| Advantages of Collaboration | |
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| Disadvantages of Collaboration | |
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| Managing Projects | |
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| Guidelines: Managing Your Project | |
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| Conducting Meetings | |
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| Listening Effectively | |
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| Guidelines: Listening Effectively | |
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| Setting Your Group's Agenda | |
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| Guidelines: Setting Your Agenda | |
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| Ethics Note: Pulling Your Weight on Collaborative Projects | |
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| Conducting Efficient Face-to-Face Meetings | |
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| Communicating Diplomatically | |
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| Guidelines: Communicating Diplomatically | |
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| Critiquing a Group Member's Work | |
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| Guidelines: Critiquing a Colleague's Work | |
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| Using Electronic Tools in Collaboration | |
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| Using the Comment, Revision, and Highlighting Features on a Word Processor | |
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| Tech Tip: How to Use the Review Tab | |
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| Interactive Sample Document: Critiquing a Draft Clearly and Diplomatically | |
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| Using Groupware | |
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| Using Videoconferencing Technology | |
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| Guidelines: Participating in a Videoconference | |
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| Gender and Collaboration | |
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| Culture and Collaboration | |
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| Collaborator's Checklist | |
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| Exercises | |
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| Handling Interpersonal Conflict | |
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| Planning the Document | |
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| Analyzing Your Audience and Purpose | |
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| Determining the Important Characteristics of Your Audience | |
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| Who Are Your Readers? | |
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| Why is Your Audience Reading Your Document? | |
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| What Are Your Readers' Attitudes and Expectations? | |
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| How Will Your Readers Use Your Document? | |
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| Techniques for Learning about an Audience | |
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| Tallying What You Do and Do Not Already Know about Your Audience | |
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| Interviewing People | |
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| Searching for Information on the Internet | |
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| Reading Documents Your Readers Have Written | |
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| Applying What You Have Learned about Your Audience | |
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| Communicating Across Cultures | |
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| Understanding the Cultural Variables "On the Surface" | |
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| Understanding the Cultural Variables "Beneath the Surface" | |
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| Considering Cultural Variables as You Write | |
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| Guidelines: Writing for Readers from Other Cultures | |
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| Ethics Note: Meeting Your Readers' Needs Responsibly | |
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| Interactive Sample Document: Examining Cultural Variables in a Business Letter | |
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| Using Graphics and Design for Multicultural Readers | |
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| Using an Audience Profile Sheet | |
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| Writing for Multiple Audiences | |
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| Determining Your Purpose | |
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| Gaining Management's Approval | |
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| Revising Information for a New Audience and Purpose | |
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| Writer's Checklist | |
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| Exercises | |
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| Planning an Apology to a Customer from the People's Republic of China | |
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| Researching Your Subject | |
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| Understanding the Differences Between Academic and Workplace Research | |
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| Understanding the Research Process | |
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| Choosing Appropriate Research Methods | |
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| Guidelines: Researching a Topic | |
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| Conducting Secondary Research | |
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| Understanding the Research Media | |
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| Using Basic Research Tools | |
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| Researching Government Information | |
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| Using Web 2.0 Resources | |
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| Evaluating the Information | |
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| Guidelines: Evaluating Print and Online Sources | |
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| Interactive Sample Document: Evaluating Information from the Internet | |
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| Conducting Primary Research | |
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| Observations and Demonstrations | |
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| Inspections | |
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| Experiments | |
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| Field Research | |
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| Interviews | |
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| Guidelines: Conducting an Interview | |
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| Inquiry letters or E-mails | |
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| Questionnaires | |
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| Guidelines: Reporting and Analyzing Data Honestly | |
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| Writer's Checklist | |
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| Exercises | |
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| Choosing an Appropriate Primary Research Method | |
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| Organizing Your Information | |
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| Understanding Three Principles for Organizing Technical Information | |
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| Analyzing Your Audience and Purpose | |
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| Using Conventional Patterns o | |
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| Chronological | |
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| Guidelines: Organizing Information Chronologically | |
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| Spatial | |
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| Guidelines: Organizing Information Spatially | |
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| General to Specific | |
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| Guidelines: Organizing Information from General to Specific | |
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| More Important to Less Important | |
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| Guidelines: Organizing Information from More Important to Less Important | |
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| Comparison and Contrast | |
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| Guidelines: Organizing Information by Comparison and Contrast | |
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| Ethics Note: Comparing and Contrasting Fairly | |
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| Interactive Sample Documentl Comparing and Contrasting Honestly | |
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| Classification and Partition | |
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| Guidelines: Organizing Information by Classification and Partition | |
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| Problem-Methods-Solution | |
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| Guidelines: Organizing Information by Problem-Methods-Solution | |
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| Cause and Effect | |
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| Guidelines: Organizing Information by Cause and Effect | |
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| Writer's Checklist | |
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| Exercises | |
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| Organizing a Document | |
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| Developing and Testing the Verbal and Visual Information | |
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| Commuicating Persuasively | |
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| Considering the Context of Your Argument | |
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| Understanding Your Audience's Broader Goals | |
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| Working Within Constraints | |
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| Crafting a Persuasive Argument | |
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| Identifying the Elements of Your Argument | |
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| Using the Right Kinds of Evidence | |
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| Interactive Sample Document: Analyzing Evidence in Argument | |
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| Considering Opposing Viewpoints | |
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| Appealing to Emotions Responsibly | |
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| Deciding Where to Present the Claim | |
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| Avoiding Logical Fallacies | |
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| Presenting Yourself Effectively | |
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| Guidelines: Creating a Professional Persona | |
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| Using Graphics and Design as Persuasive Elements | |
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| Ethics Note: Seeming Honest versus Being Honest in Persuasive Writing | |
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| A Look at Several Persuasive Arguments | |
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| Writer's Checklist | |
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| Exercises | |
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| Being Persuasive about Privacy | |
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| Writing Coherent Documents | |
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| Writing Coherent Titles | |
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| Writing Coherent Headings | |
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| Guidelines: Revising Headings | |
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| Writing Coherent Lists | |
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| Writing Coherent Paragraphs | |
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| Structure Paragraphs Clearly | |
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| Ethics Note: Avoiding Burying Bad News in Paragraphs | |
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| Guidelines: Dividing Long Paragraphs | |
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| Use Coherence Devices Within and Between Paragraphs | |
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| Interactive Sample Document: Identifying the Elements of a Coherent Paragraph | |
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| Creating a Coherent Design | |
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| Using Headers and Footers to Enhance Coherence | |
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| Use Typeface to Enhance Coherence | |
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| Tech Tip: How to Use the Style Group | |
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| Writer's Checklist | |
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| Exercises | |
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| Writing Guidelines About Coherence | |
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| Writing Effective Sentences | |
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| Structuring Effective Sentences | |
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| Use Lists | |
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| Guidelines: Creating Effective Lists | |
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| Tech Tip: How to Create Bulleted and Numbered Lists | |
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| Emphasize New and Important Information | |
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| Choose an Appropriate Sentence Length | |
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| Focus on the "Real" Subject | |
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| Focus on the "Real" Verb | |
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| Use Parallel Structures | |
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| Use Modifiers Effectively | |
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| Choosing the Right Words and Phrases | |
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| Select an Appropriate Level of Formality | |
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| Be Clear and Specific | |
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| Ethics Note: Euphemisms and Truth Telling | |
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| Be Concise | |
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| Interactive Sample Document: Revising for Conciseness and Simplicity | |
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| Use Inoffensive Language | |
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| Guidelines: Avoiding Sexist Language | |
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| Guidelines: Using the People-First Approach | |
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| Understanding Simplified English for Nonnative Speakers | |
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| Preparing Text for Translation | |
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| Writer's Checklist | |
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| Exercises | |
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| Preparing Products for the Global Marketplace | |
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| Designing Documents and Web Sites | |
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| Goals of Document and Web Design | |
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| Understanding Design Principles | |
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| Proximity | |
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| Alignment | |
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| Repetition | |
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| Contrast | |
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| Planning the Design of Documents and Web Sites | |
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| Analyze Your Audience and Purpose | |
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| Determine Your Resources | |
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| Designing Documents | |
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| Size | |
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| Paper | |
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| Bindings | |
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| Accessing Tools | |
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| Tech Tip: How to Set Up Pages | |
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| Designing Pages | |
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| Guidelines: Understanding Learning Theory and Page Design | |
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| Page Layout | |
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| Columns | |
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| Tech Tip: How to Format Columns | |
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| Typography | |
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| Tech Tip: How to Format Fonts | |
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| Ethics Note: Using Type Sizes Responsibly | |
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| Tech Tip: How to Modify Line Spacing | |
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| Tech Tip: How To Modify Justification | |
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| Titles and Headings | |
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| Other Design Features | |
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| Tech Tip: How to Create Borders and Screens | |
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| Tech Tip: How to Create Text Boxes | |
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| Analyzing Some Page Designs | |
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| Interactive Sample Document: Analyzing a Page Design | |
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| Designing Web Sites | |
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| Create Informative Headers and Footers | |
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| Help Readers Navigate the Site | |
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| Guidelines: Making Your Site Easy to Navigate | |
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| Include Extra Features Your Readers Might Need | |
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| Design for Readers with Disabilities | |
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| Design for Multicultural Audiences | |
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| Ethics Note: Designing Legal and Honest Web Pages | |
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| Designing Web Pages | |
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| Aim for Simplicity | |
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| Guidelines: Designing a Simple Site | |
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| Make the Text Easy to Read and Understand | |
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| Guidelines: Designing Easy-to-Read Text | |
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| Create Clear, Informative Links | |
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| Guidelines: Writing Clear, Informative Links | |
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| Analyzing Some Web Pages | |
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| Writer's Checklist | |
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| Exercises | |
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| Designing a Report Template | |
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| Creating Graphics | |
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| The Functions of Graphics | |
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| Characteristics of an Effective Graphic | |
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| Ethics Note: Creating Honest Graphics | |
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| Guidelines: Integrating Graphics and Text | |
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| Understanding the Process of Creating Graphics | |
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| Planning Graphics | |
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| Creating Graphics | |
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| Tech Tip: How to Insert and Modify Graphics | |
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| Revising Graphics | |
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| Citing Graphics | |
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| Using Color Effectively | |
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| Choosing the Appropriate Kind of Graphic | |
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| Illustrating Numerical Information | |
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| Guidelines: Creating Effective Tables | |
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| Tech Tip: How to Use Tab Stops | |
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| Tech Tip: How to Create Tables | |
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| Tech Tip: How to Create Graphics in Excel | |
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| Guidelines: Creating Effective Bar Graphics | |
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| Tech Tip: How to Use Drawing Tools | |
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| Interactive Sample Document: Balancing Clarity and Drama in Graphics | |
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| Guidelines: Creating Effective Line Graphics | |
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| Guidelines: Creating Effective Pie Charts | |
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| Illustrating Logical Relationships | |
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| Illustrating Process Descriptions and Instructions | |
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| Illustrating Visual and Spatial Characteristics | |
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| Guidelines: Presenting Photographs Effectively | |
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| Tech Tip: How to Create Screen Shots | |
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| Showing Motion in Your Graphics | |
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| Creating Effective Graphics for Multicultural Readers | |
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| Writer's Checklist | |
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| Exercises | |
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| Evaluating Graphics Made in a Spreadsheet Program | |
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| Reviewing, Evaluating, and Testing Documents and Web Sites | |
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| Reviewing Documents and Web Sites | |
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| Revising | |
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| Editing | |
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| Guidelines: Editing the Draft | |
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| Proofreading | |
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| Conducting Usability Evaluations | |
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| Conducting Usability Tests | |
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| The Basic Principles of Usability Testing | |
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| Preparing for a Usability Test | |
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| Conducting a Usability Test | |
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| Interpreting and Reporting the Data from a Usability Test | |
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| Ethics Note: Understanding the Ethics of Informed Consent | |
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| Interactive Sample Document: Obtaining Informed Consent | |
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| Writer's Checklist | |
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| Exercises | |
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| Reviewing and Testing Documents | |
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| Learning Important Applications | |
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| Writing Letters, Memos, and E-mails | |
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| Understanding the Process for Writing Letters, Memos, and E-mails | |
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| Selecting a Type of Correspondence | |
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| Presenting Yourself Effectively in Correspondence | |
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| Use the Appropriate Level of Formality | |
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| Communicate Correctly | |
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| Project the "You" Attitude | |
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| Avoid Correspondence Clich�©s | |