Preface
PART ONE ELEMENTS OF TECHNICAL COMMUNCATION
1 Communicating in the Workplace
Developing a Workplace Writing Process
Genres and the Technical Writing Process
Help: Using Your Computer to Overcome Writer’s Block
What is Technical Communication?
How Important is Technical Communication?
Chapter Review
Exercises and Projects
2 Readers and Contexts of Use
Profiling Your Readers
Help: Profiling Readers with Search Engines
Profiling Contexts of Use
Using Profiles to Your Own Advantage
International and Cross-Cultural Communication
Chapter Review
Exercises and Projects
Case Study: Installing a Medical Waste Incinerator
3 Working in Teams
The Stages of Teaming
Forming: Strategic Planning
Storming: Managing Conflict
Norming: Determining Team Roles
Help: Virtual Teaming
Performing: Improving Quality
The Keys to Teaming
Chapter Review
Exercises and Projects
Case Study: Not a Sunny Day
4 Ethics in the Technical Workplace
What Are Ethics?
Where Do Ethics Come From?
Help: Stopping Cyberbullying and Computer Harassment
Resolving Ethical Dilemmas
Ethics in the Technical Workplace
Copyright Law in Technical Communication
Chapter Review
Exercises and Projects
Case Study: This Company is Bugging Me
PART TWO GENRES OF TECHNICAL COMMUNICATION
5 Letters, Memos, and E-Mail
Basic Features of Letters, Memos, and E-Mail
Planning and Researching Letters, Memos, and E-Mail
Organizing and Drafting Letters, Memos, and E-Mail
Types of Letters, Memos, and E-Mail
Using Style in Letters, Memos, and E-Mail
Designing and Formatting Letters and Memos
Help: E-Mail Netiquette
Microgenre: Texting at Work
Chapter Review
Exercises and Projects
Case Study: The Nastygram
6 Technical Descriptions and Specifications
Basic Features of Technical Descriptions and Specifications
Planning and Researching
Partitioning the Subject
Organizing and Drafting
Using Style and Design
Help: Using Digital Photography in Descriptions
Microgenre: Technical Definitions
Chapter Review
Exercises and Projects
Case Study: In the Vapor
7 Instructions and Documentation
Basic Features of Documentation
Planning and Researching
Planning for Cross-Cultural Readers and Contexts
Organizing and Drafting
Using Style and Design
Help: On-Screen Documentation
Microgenre: Emergency Instructions
Chapter Review
Exercises and Projects
Case Study: The Flame
8 Proposals
Basic Features of Proposals
Planning and Researching
Organizing and Drafting
Help: Roughing Out a Budget with a Spreadsheet
Using Style and Design in Proposals
Microgenre: The Elevator Pitch
Chapter Review
Exercises and Projects
Case Study: The Mole
9 Activity Reports
Basic Features of Activity Reports
Types of Activity Reports
Planning and Researching
Organizing and Drafting
Help: Making and Using PDFs
Using Style and Design
Microgenre: The Status Report
Chapter Review
Exercises and Projects
Case Study: Bad Chemistry
10 Analytical Reports
Basic Features of Analytical Reports
Types of Analytical Reports
Planning and Researching
Organizing and Drafting
Drafting Front Matter and Back Matter
Help: Using Google Docs to Collaborate with International Teams
Using Style and Design
Microgenre: The Poster Presentation
Chapter Review
Exercises and Projects
Case Study: The X-File
11 Starting Your Career
Setting Goals, Making a Plan
Preparing a Resume
Help: Designing a Scannable/Searchable Resume
Writing Effective Application Letters
Creating a Professional Portfolio
Interviewing Strategies
Microgenre: The Bio
Chapter Review
Exercises and Projects
Case Study: The Lie
PART THREE PLANNING AND DOING RESEARCH
12 Strategic Planning, Being Creative
Using Strategic Planning
Help: Planning with Online Calendars
Generating New Ideas
Chapter Review
Exercises and Projects
Case Study: Getting Back to Crazy
13 Persuading Others
Persuading with Reasoning
Persuading with Values
Help: Persuading On-Line
Persuasion in High-Context Cultures
Chapter Review
Exercises and Projects
Case Study: Leapfrogging with Wireless
14 Doing Research
Beginning Your Research
Defining Your Research Subject
Formulating a Research Question or Hypothesis
Developing a Research Methodology
Triangulating Materials
Chapter Review
Exercises and Projects
Case Study: The Life of a Dilemma
15 Using Sources and Managing Information
Taking Useful Notes
Documenting Sources
Help: Using a Citation Manager
Appraising Your Information
Avoiding Plagiarism
Chapter Review
Exercises and Projects
Case Study: The Patch Writer
PART FOUR DRAFTING, DESIGNING, AND REVISING
16 Organizing and Drafting
Basic Organization for Any Document
Using Genres to Organize Information
Outlining the Document
Help: Organizing with Presentation Software
Organizing and Drafting the Introduction
Organizing and Drafting the Body
Organizing and Drafting the Conclusion
Organizing Cross-Cultural Documents
Chapter Review
Exercises and Projects
Case Study: The Bad News
17 Using Plain and Persuasive Language
What is Style?
Writing Plain Sentences
Help: Intercultural Style and Translation Software
Writing Plain Paragraphs
When Is It Appropriate to Use Passive Voice?
Persuasive Style
Balancing Plain and Persuasive Style
Chapter Review
Exercises and Projects
Case Study: Going Over the Top
18 Designing Documents and Interfaces
Five Principles of Design
Design Principle 1: Balance
Design Principle 2: Alignment
Design Principle 3: Grouping
Design Principle 4: Consistency
Help: Using Styles and Templates
Design Principle 5: Contrast
Cross-Cultural Design
Using the Principles of Design
A Primer on Binding and Paper
Chapter Review
Exercises and Projects
Case Study: Scorpions Invade
19 Creating and Using Graphics
Guidelines for Using Graphics
Displaying Data with Graphs, Tables, and Charts
Using Pictures, Drawings, and Screen Shots
Help: Making Visuals with a Spreadsheet Program
Using Cross-Cultural Symbols
Using Video and Audio
Chapter Review
Exercises and Projects
Case Study: Looking Guilty
20 Revising and Editing for Usability
Levels of Edit
Revising: Level 1 Editing
Substantive Editing: Level 2 Editing
Copyediting: Level 3 Editing
Proofreading: Level 4 Editing
Using Copyediting Symbols
Lost in Translation: Cross-Cultural Editing
Documenting Cycling and Usability Testing
Help: Online Copyediting
Chapter Review
Exercises and Projects
Case Study: Wrong Version
PART FIVE CONNECTING WITH CLIENTS
21 Preparing and Giving Presentations
Planning and Researching Your Presentation
Choosing the Right Presentation Technology
Organizing the Content of Your Presentation
Help: Giving Presentations with your iPod, MP3, or Mobile Phone
Choosing Your Presentation Style
Creating Visuals
Delivering the Presentation
Practicing and Rehearsing
Working Cross-Culturally with Translators
Chapter Review
Exercises and Projects
Case Study: The Coward
22 Designing Websites
Basic Features of a Website
Planning and Researching a Website
Organizing and Drafting a Website
Help: Using Web-Authoring Software
Using Style in a Website
Designing the Website
Revising, Editing, and Proofreading
Uploading, Testing, and Maintaining Your Website
Chapter Review
Exercises and Projects
Case Study: Slowed to a Crawl
23 Using Social Networking Tools (Web 2.0)
Social Networking in the Workplace
Blogs and Microblogs
Internet Videos and Podcasts
Wikis
Help: Using Skype for Collaboration
Chapter Review
Exercises and Projects
Case Study: My Boss Might Not “Like” This
Appendix A Grammar and Punctuation Guide
Appendix B Guide for English Language Learners
Appendix C Documentation Guide
References
Credits
Index
