Introduction to Technical Communication

Chapter Notes

Who creates technical communication?

Where is the focus? Writer or reader?

Typical Forms of User-Centered Communication

• Instructions• User Manual• Report• Memo• Procedures

Efficient and Accessible

Clear and Relevant

Uses Media Effectively

Created for and by both individuals and teams

Targets a global audience

Persuasive and truthful

Based on Research

Three Primary Purposes

• Informational • Instructional • Persuasive

Common Documents

• Memos• Emails• Letters• Instructions• Procedures• Manuals• Brochures• Proposals• Reports

Proofread

• Sentence errors• Punctuation errors• Usage errors• Mechanical errors• Format errors• Typographical errors

Teamwork, Ethics, Persuasion and Global Issues

Reviewing and Editing the Work of Others

• Accurate, appropriate, useful and legal content

• Material organized for the reader’s understanding

• Clear, easy to read, engaging style• Effective visuals and page design

Review

For editing, make the following types of suggestions:

• Rephrasing or reorganizing sentences• Clarifying a topic sentence• Choosing a better word or phrase• Correcting spelling, usage, punctuation and so

forth

Strategies for Review

• Read the entire piece twice before you comment• Focus first on the big picture• Be honest and diplomatic• Explain why something doesn’t work• Make specific recommendations for improvements• Don’t expect everyone to agree with your suggestions• Understand the acceptable limits of editing• Focus next on the particulars

Ethics in technical communication

• “Usually, ethical rules are broken not because people are dishonest, but because they feel pressure to bend or break the rules.”

Ethical Abuses Made by Writers

• Plagiarizing the work of others• Falsifying or fabricating information• Suppressing or downplaying information• Exaggerating claims• Using visual images that conceal the truth• Stealing or divulging proprietary information• Misusing electronic information• Exploiting cultural differences

Strategies to Avoid Ethical Abuses:• Always cite your sources• Give the audience everything it needs to know• Give people a clear understanding of what the information

means• Never manipulate information or data in your writing or in your

visuals• Use common sense and follow your company’s confidential

guidelines• Do not exploit cultural inequalities or manipulate international

readers• Ask yourself, “Would I stand behind what I have created and be

held public accountable for it”

Persuasion

Claims are a Basis for Persuasion

Claims are more effective when you connect to your audience:

Three Types of Connection

Power Connection (Compliance)

• Do it because I said so!

Relationship Connection (Identification)

• Do it because I’d appreciate it.

Rational Connection (Internalization)

• Do it because it makes sense.

Strategies for Persuasion

• Identify your specific goal• Anticipate your audience’s reaction• Don’t ask for too much• Allow for give-and-take• Recognize constraints• Consider the cultural context• Choose the right time and the right medium• Connect with your audience

The Research Process

• I think you guys know this information. Review the chapter. If you want more help, I’ll schedule a librarian!

Global Issues

• Learn as much as possible about the culture and background of your reader

• Be respectful and considerate• Avoid the use of humor, slang, and idioms• Avoid stereotyping

Image sources: Flickr CC• http://www.flickr.com/photos/aye_shamus/2929888687/#/

photos/aye_shamus/2929888687/lightbox/• http://www.flickr.com/photos/intherough/2465713315/• http://www.flickr.com/photos/caribb/180273920/• http://www.flickr.com/photos/jurvetson/422234138/#/phot

os/jurvetson/422234138/lightbox/

• http://www.flickr.com/photos/-skipper-/4232651568/• http://www.flickr.com/photos/seanmolin/5181018746/#/ph

otos/seanmolin/5181018746/lightbox/

• http://www.flickr.com/photos/home_of_chaos/5287303391/#/photos/home_of_chaos/5287303391/lightbox/

• http://www.flickr.com/photos/bbrotherishuge/2940395301/