Technical Communication Process and Product Plus NEW MyTechCommLab with eText -- Access Card Package
, by Gerson, Sharon; Gerson, Steven
- ISBN: 9780321889850 | 0321889851
- Cover: Paperback w/ Access Card
- Copyright: 1/11/2013
Technical Communication: Process and Product, 8eby Sharon J. Gerson and Steven M. Gerson, provides a proven, complete methodology that emphasizes the writing process and shows how it applies to both oral and written communication. With an emphasis on real people and their technical communication, it provides complete coverage of communication channels, ethics, and technological advances. This edition includes information on dispersed teams, collaboration tools, listening skills, and social networking. Using before/after documents, authentic writing samples and skill-building assignments, the book provides a balance of how-to instruction with real-world modeling to address the needs of an evolving workplace. 0321889851 / 9780321889850 Technical Communication: Process and Product Plus NEW MyTechCommLab with eText -- Access Card Package Package consists of: 0205890407 / 9780205890408 NEW MyTechCommLab with Pearson eText -- Valuepack Access Card 0321864948 / 9780321864949 Technical Communication: Process and Product
Sharon J. Gerson and Steven M. Gerson are dedicated career professionals who have a combined total of over 80 years teaching experience at the college and university level. They have taught technical writing, business writing, professional writing, and technical communication to thousands of students, attended and presented at dozens of conferences, written numerous articles, and published several textbooks, including The Red Bridge Reader (third edition, co-authored by Kin Norman), Writing That Works: A Teacher’s Guide to Technical Writing (second edition), Workplace Communication: Process and Product (first edition), and Workplace Writing: Planning, Packaging, and Perfecting Communication (first edition).
In addition to their academic work, Sharon and Steve are involved in business and industry through their business, Steve Gerson Consulting. In this business, they have worked for companies such as Sprint, AlliedSignal—Honeywell, General Electric, JCPenney, Avon, the Missouri Department of Transportation, H&R Block, Mid America Regional Council, and Commerce Bank. Their work for these businesses includes writing, editing, and proofreading many different types of technical documents, such as proposals, marketing collateral, reports, and instructions.
Steve also has presented hundreds of hands-on workshops on technical/business writing, business grammar in the workplace, oral presentations in the workplace, and business etiquette. Over 10,000 business and governmental employees have benefited from these workshops. For the past decade, Steve has worked closely with K—12 teachers. He has presented many well-attended, interactive workshops to give teachers useful tips about technical writing in the classroom.
Both Steve and Sharon have been awarded for teaching excellence and are listed in Who’s Who Among America’s Teachers. Steve is a Society for Technical Communication Fellow. In 2003, Steve was named Kansas Professor of the Year by the Carnegie Foundation for the Advancement of Education.
Their wealth of experience and knowledge has been gathered for you in this eighth edition of Technical Communication: Process and Product.
CHAPTER 1 AN INTRODUCTION TO TECHNICAL COMMUNICATION
What Is Technical Communication
Purposes of Technical Communication
Communication Channels
Smartphones and Technical Communication
Portability Equals Mobility
Smartphones Encourage Multitasking
Get Immediate Feedback
Find New Job Opportunities
Technological Communication Advances through Mobile Apps
Types of Writing Apps
The Importance of Technical Communication
Operating a Business
Using Time
Costing Money
The Importance of Teamwork in Technical Communication
Collaboration
The Problems with Silo Building
Why Teamwork Is Important
Diverse Teams…Dispersed Teams in a Global Economy
Diverse Teams
Dispersed Teams
Using Collaborative Software (Groupware) in Virtual Teams
Collaborative Writing Tools
Choosing the Appropriate Channel for Collaboration
Challenges to Effective Collaboration
Human Performance Improvement
Conflict Resolution in Collaborative Projects
Chapter Highlights * Apply Your Knowledge * Case Study * Individual and Team Projects * Problem-Solving Think Pieces * Web Workshop
CHAPTER 2 THE COMMUNICATION PROCESS
The Writing Process: An Overview
Prewriting
Examine Your Purposes
Determine Your Goals
Consider Your Audience
Gather Your Data
Determine How the Content Will Be Provided—The Communication Channel
Writing
Organization
Formatting
Rewriting
Collaborative Evaluations
Usability Testing
Revision Techniques
How Important Is Proofreading?
The Writing Process at Work
Prewriting
Writing
Rewriting
Chapter Highlights * Apply Your Knowledge * Case Studies * Individual and Team Projects * Problem-Solving Think Piece * Web Workshop
CHAPTER 3 OBJECTIVES IN TECHNICAL COMMUNICATION
Achieving Clarity in Technical Communication
Provide Specific Detail
Answer the Reporter’s Questions
Use Easily Understandable Words
Simplifying Words, Sentences, and Paragraphs for Conciseness
Conciseness Saves Time
Technology Demands Conciseness
Conciseness Improves Readability
Limit Word Length for Conciseness
Limit Sentence Length for Conciseness
Limit Paragraph Length
Achieving Accuracy in Technical Communication
Proofreading Tips
Organizing Technical Communication
Analysis
Spatial Organization
Chronology
Importance
Comparison/Contrast
Problem/Solution
Cause and Effect
Chapter Highlights * Apply Your Knowledge * Case Study * Individual and Team Projects * Problem-Solving Think Piece * Web Workshop
CHAPTER 4 AUDIENCE RECOGNITION
Audience Recognition
Knowledge of Subject Matter
Writing for Future Audiences
Defining Terms for Audiences
Defining Terms Parenthetically
Defining Terms in a Sentence
Using Extended Definitions of One or More Paragraphs
Using a Glossary
Providing Pop-Ups and Links with Definitions
Audience Personality Traits
Biased Language—Issues of Diversity
Multiculturalism
The Global Economy
Cross-Cultural Workplace Communication
Guidelines for Effective Multicultural Communication
Define Acronyms and Abbreviations
Avoid Jargon and Idioms
Distinguish Between Nouns and Verbs
Watch for Cultural Biases/Expectations
Be Careful When Using Slash Marks
Avoid Humor and Puns
Realize That Translations May Take More or Less Space
Consider Paper Size
Avoid Figurative Language
Be Careful with Numbers, Measurements, Dates, and Times
Use Stylized Graphics to Represent People
Avoiding Biased Language
Ageist Language
Biased Language about People with Disabilities
Sexist Language
Audience Involvement
Personalized Tone
Reader Benefit
Chapter Highlights * Apply Your Knowledge * Case Study * Individual and Team Projects * Problem-Solving Think Piece * Web Workshop
CHAPTER 5 ETHICAL CONSIDERATIONS
Ethics in the Workplace
Why Business Ethics Are Important
A Sample Challenge to Ethical Behavior in the Workplace
Strategies for Ethical Technical Communication
Strategies for Communicating Ethically
The Ethics of Intellectual Property Laws
Guidelines for Protecting Intellectual Property
Ten Questions to Ask When Confronting an Ethical Dilemma
Strategies for Making Ethical Decisions
The Writing Process at Work
Prewriting
Writing
Rewriting
Chapter Highlights * Apply Your Knowledge * Case Study * Individual and Team Projects * Problem-Solving Think Pieces * Web Workshop
CHAPTER 6 RESEARCH
Why Conduct Research?
Research Including Primary and Secondary Sources
Secondary Research
Primary Research/Field Research
The Writing Process at Work
Prewriting Research Techniques
Finding Information Online
Writing
Rewriting
Chapter Highlights * Apply Your Knowledge * Case Studies * Individual and Team Projects * Problem-Solving Think Pieces * Web Workshop
CHAPTER 7 ROUTINE CORRESPONDENCE
The Importance of Memos, Letters, E-Mail, Instant Messages, and Text Messages
Which Communication Channel Should You Use?
The Differences Among Routine Correspondence Channels
Reasons for Writing Memos, Letters, and E-Mail
Using an All-Purpose Template for Memos, Letters, and E-Mail
Essential Components of Memos
Essential Components of Letters
Optional Components of Letters
Essential Components of E-Mail
Criteria for Different Types of Correspondence
Inquiry
Response
Cover (Transmittal)
Complaint Messages
Adjustment Messages
Confirmation
Instant Messages
Benefits of Instant Messages
Challenges of Instant Messages
Techniques for Successful Instant Messages
IM/TM Corporate Usage Policy
Text Messages
Reasons for Using TM
The Writing Process at Work
Prewriting
Writing
Rewriting
Chapter Highlights * Apply Your Knowledge * Case Studies * Individual and Team Projects * Problem-Solving Think Pieces * Web Workshop
CHAPTER 8 SOCIAL MEDIA
Why Is Social Media Important in the Workplace?
What Is Social Media?
Guidelines of Social Media Usage on the Job
Types of Social Media
Blogging for Business
YouTube and Business
Tweeting for Business
Virtual World
The Writing Process at Work
Prewriting
Writing
Rewriting
Chapter Highlights * Apply Your Knowledge * Case Study * Individual and Team Projects * Problem-Solving Think Pieces * Web Workshop
CHAPTER 9 THE JOB SEARCH
The Three Rs of Searching for a Job
Research Yourself
Research the Company
Research the Position
Researching the Internet to Find Job Openings
Using Social Media to Find Jobs
Problems with Digital Dirt in the Job Search
Who Uses LinkedIn?
Using Mobile Apps in the Job Search
Using Traditional Job Search Techniques
Criteria for Effective Resumes
Reverse Chronological Resume
Functional Resume
Ethical Considerations when Writing a Resume
Key Resume Components
Effective Resume Style
Portfolios
Hardcopy
PDF Format
PowerPoint Format
Web-based/Online Format
Methods of Delivery
Mail Version
E-mail Resume
Scannable Resume
Video Resume
Criteria for Effective E-Mail Cover Messages or Letters of Application
Content of Cover Messages
Online Application Etiquette
Job Package: Advertisement, E-Mail, and Resume
Techniques for Interviewing Effectively
Criteria for Effective Follow-Up Correspondence
Job Acceptance Letter or E-Mail Message
The Writing Process at Work
Prewriting
Writing
Rewriting
Chapter Highlights * Apply Your Knowledge * Case Study * Individual and Team Projects * Problem-Solving Think Pieces * Web Workshop
CHAPTER 10 DOCUMENT DESIGN
Importance of Document Design
The Technical Communication Context
Damages and Dangers
Corporate Identity
Time and Money
Organization
Headings and Talking Headings
Order
Access
Variety
Web Sites Showing Design Elements
Chapter Highlights * Apply Your Knowledge * Case Studies * Individual and Team Projects * Problem-Solving Think Pieces * Web Workshop
CHAPTER 11 USING VISUAL AIDS
The Benefits of Visual Aids
Conciseness
Clarity
Cosmetic Appeal
Color
Criteria for Effective Graphics
Types of Graphics
Tables
Figures
Downloading Existing Online Graphics
Modifying or Creating New Graphics
The Writing Process at Work
Prewriting
Writing
Rewriting
Chapter Highlights * Apply Your Knowledge * Case Studies * Individual and Team Projects * Problem-Solving Think Pieces * Web Workshop
CHAPTER 12 COMMUNICATING TO PERSUADE
The Importance of Argument and Persuasion in Technical Communication
Persuasive Writing Requesting Action
Persuasive Writing within Organizations
Traditional Methods of Argument and Persuasion
Ethical Argumentation (Ethos)
Emotional Argumentation (Pathos)
Logical Argumentation (Logos)
ARGU to Organize Your Persuasion
Arouse Audience Involvement
Refute Opposing Points of View
Give Proof to Develop Your Thoughts
Urge Action—Motivate Your Audience
Avoiding Unethical Logical Fallacies
Inaccurate Information
Unreliable Sources
Sweeping Generalizations
Either . . . Or
Circular Reasoning (Begging the Question)
Inaccurate Conclusions
Red Herrings
Types of Persuasive Documents
Sales Letters
Fliers
Brochures
Press Releases
The Writing Process at Work
Prewriting
Writing
Rewriting
Chapter Highlights * Apply Your Knowledge * Case Study * Individual and Team Projects * Problem-Solving Think Pieces * Web Workshop
CHAPTER 13 TECHNICAL DESCRIPTIONS AND PROCESS ANALYSES
Defining Technical Descriptions
Types of Technical Descriptions
Operations Manuals
Product Demand Specifications
Study Reports Provided by Consulting Firms
Construction Design
Sales Literature
Defining Process Analysis
Examples of Process Analyses
Criteria for Writing Technical Descriptions and Process Analyses
Title
Overall Organization
Highlighting Techniques
The Writing Process at Work
Prewriting
Writing
Rewriting
Chapter Highlights * Apply Your Knowledge * Case Study * Individual and Team Projects * Problem-Solving Think Piece * Web Workshop
CHAPTER 14 INSTRUCTIONS, USER MANUALS, AND STANDARD OPERATING PROCEDURES
Why Write an Instruction?
Criteria for Writing Instructions
Audience Recognition
Ethical Instructions
Components of Instructions
Collaboration to Create User Manuals
Instructional Videos
Standard Operating Procedures
Why Write an SOP?
Components of SOPs
Test for Usability
Sample Instructions
The Writing Process at Work
Prewriting
Writing
Rewriting
Chapter Highlights * Apply Your Knowledge * Case Studies * Individual and Team Projects * Problem-Solving Think Piece * Web Workshop
CHAPTER 15 WEB SITES AND ONLINE HELP
Why the Web Is Important for Corporate Communication
International Growth of the Internet
Web Accessibility
Cognitive
Hearing
Visual
The Characteristics of Online Communication
Considerations for Handheld Mobile Devices
Establishing Credibility and Security in a Web Site
Ethical Considerations in a Web Site
Privacy and Security Considerations
Criteria for a Successful Web Site
Home Page
Linked Pages
Document Design
Grammar
Online Help
Techniques for Writing Effective Online Help
The Writing Process at Work
Prewriting
Writing
Rewriting
Chapter Highlights * Apply Your Knowledge * Case Studies * Individual and Team Projects * Problem-Solving Think Pieces * Web Workshop
CHAPTER 16 SHORT, INFORMAL REPORTS
What Is a Report?
Types of Reports
Criteria for Writing Reports
Organization
Development
Audience
Style
Types of Short, Informal Reports
Incident Reports
Investigative Reports
Trip Reports
Progress Reports
Lab Reports
Feasibility/Recommendation Reports
Meeting Minutes
The Writing Process at Work
Prewriting
Writing
Rewriting
Chapter Highlights * Apply Your Knowledge * Case Studies * Individual and Team Projects * Problem-Solving Think Pieces * Web Workshop
CHAPTER 17 LONG, FORMAL REPORTS
Why Write a Long, Formal Report?
Types of Long, Formal Reports: Informative, Analytical, and Recommendation
Information
Analysis
Recommendation
Major Components of Long, Formal Reports
Title Page
Cover Letter or Memo
Table of Contents
List of Illustrations
Abstract
Executive Summary
Introduction
Discussion
Conclusion/Recommendation
Glossary
Ethical Considerations when Documenting Sources in a Long, Formal Report
Appendix
Using Research in Long, Formal Reports
Research Includes Secondary and Primary Sources
The Writing Process at Work
Prewriting
Writing
Rewriting
Chapter Highlights * Apply Your Knowledge * Case Study * Individual and Team Projects * Problem-Solving Think Piece * Web Workshop
CHAPTER 18 PROPOSALS
Why Write a Proposal?
Internal Proposals
External Proposals
Requests for Proposals
Criteria for Proposals
Abstract
Introduction
Discussion
Conclusion/Recommendations
The Writing Process at Work
Prewriting
Writing
Rewriting
Sample Internal Proposal
Chapter Highlights * Apply Your Knowledge * Case Studies * Individual and Team Projects * Problem-Solving Think Pieces * Web Workshop
CHAPTER 19 ORAL PRESENTATIONS
The Role of Verbal and Nonverbal Communication
How Important Is Verbal and Nonverbal Communication?
What Is Verbal Communication?
What Is Vocal Communication?
What Is Visual Communication?
Listening Skills
The Importance of Oral Communication
Everyday Oral Communication
Telephone and Voicemail
Informal Presentations
Video and Teleconferences
Skype
Webconferencing
Formal Presentations
Types of Formal Oral Presentations
Parts of a Formal Oral Presentation
Introduction
Discussion (or Body)
Conclusion
Presentation Delivery Skills
Conflict Resolution
Visual Aids
PowerPoint Presentations
Benefits of PowerPoint
Tips for Using PowerPoint
The Writing Process at Work
Prewriting
Writing
Rewriting
Chapter Highlights * Apply Your Knowledge * Case Studies * Individual and Team Projects * Problem-Solving Think Pieces * Web Workshop
APPENDIX A GRAMMAR, PUNCTUATION, MECHANICS, AND SPELLING
APPENDIX B PARENTHETICAL SOURCE CITATIONS AND DOCUMENTATION
APPENDIX C LETTER FORMATS
REFERENCES
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