Technical Communication with 2009 MLA and 2010 APA Updates

Comprehensive and truly accessible, Technical Communication guides students through planning, drafting, and designing the documents that will matter in their professional lives.

Known for his student-friendly voice and eye for technology trends, Mike Markel addresses the realities of the digital workplace through fresh samples and cases, practical writing advice, and a companion Web site — TechComm Web — that continues to set the standard with content developed and maintained by the author. The text is also available in a convenient, affordable e-book format.

MIKE MARKEL is director of technical communication at Boise State University, where he teaches both undergraduate and graduate courses. The former editor of IEEE Transactions on Professional Communication, he is the author of numerous articles and six books about technical communication, including Ethics and Technical Communication: A Critique and Synthesis.

Preface for InstructorsPreface for Writers Part One: Understanding the Technical Communication Environment 1. Introduction to Technical Communication      What is Technical Communication?      Who Produces Technical Documents?      Technical Communication and Your Career      Characteristics of Technical Documents          Addresses Particular Readers          Helps Readers Solve Problems          Reflects an Organization's Goals and Culture          Is Produced Collaboratively           Uses Design to Increase Readability          Consistes of Words or Graphics or Both                Interactive Sample Document: Studying How Technical Communication Combines Words and Graphics      A Look at Three Sample Documents      Measures of Excellence in Technical Communication            Honesty            Clarity            Accuracy            Comprehensiveness            Accessibility            Conciseness            Professional Appearance            Correctness      Exercises * CASE 1: Judging Entries in a Technical Communication Competition 2. Understanding Ethical and Legal Considerations      A Brief Introduction to Ethics      Your Ethical Obligations            Obligations to Your Employer            Obligations to the Public            Obligations to the Environment      Your Legal Obligations            Copyright Law                  Guidelines: Determining Fair use                  Guidelines: Dealing with Copyright Questions                   Ethics Note: Distinguishing Plagiarism from Acceptable Re-Use of Information            Trademark Law                  Guidelines: Protecting Trademarks            Contract Law            Liability Law                  Guidelines: Abiding by Liability Laws      The Role of Corporate Culture in Ethical and Legal Conduct                  Interactive Sample Document: Dealing with Copyright Questions      Communicating Ethically Across Cultures            Communicating with Cultures with Different Ethical Beliefs            Communicating with Cultures with Different Laws      Principles for Ethical Communication            Abide by Relevant Laws            Abide by the Appropriate Professional Code of Conduct            Take Advantage of Your Employer's Ethics Resources            Tell the Truth            Don't Mislead Your Readers            Use Design to Highlight Important Ethical and Legal Information            Be Clear            Avoid Discriminatory Language            Acknowledge Assistance from Others      Writer's Checklist * Exercises * CASE 2: Playing the Name Game 3. Writing Technical Documents      Planning            Analyzing Your Audience            Analyzing Your Purpose            Generating Ideas About Your Subject            Researching Additional Information            Organizing and Outlining Your Document                   Tech Tip: How to Use Outliine View            Selecting an Application, a Design, and a Delivery Method            Devising a Schedule and a Budget      Drafting                  Guidelines: Drafting Effectively            Using Templates                  Tech Tip: How to Modify Templates                  Interactive Sample Document: Analyzing a Code of Conduct            Using Styles                  Tech Tip: How to Use the Styles Group       Revising            Studying the Draft by Yourself            Seeking Help from Others                  Ethics Note: Acknowledge Reviewers Responsibly      Editing      Proofreading      Writer's Checklist * Exercises * CASE 3: Using Revision Software Effectively        4. Writing Collaboratively       Advantages and Disadvantages of Collaboration            Advantages of Collaboration            Disadvantages of Collaboration      Managing Projects                  Guidelines: Managing Your Project      Conducting Meetings            Listening Effectively                  Guidelines: Listening Effectively            Setting Your Group's Agenda                  Guidelines: Setting Your Agenda                  Ethics Note: Pulling Your Weight on Collaborative Projects            Conducting Efficient Face-to-Face Meetings            Communicating Diplomatically                  Guidelines: Communicating Diplomatically            Critiquing a Group Member's Work                  Guidelines: Critiquing a Colleague's Work        Using Electronic Tools in Collaboration            Using the Comment, Revision, and Highlighting Features on a Word Processor                  Tech Tip: How to Use the Review Tab                  Interactive Sample Document: Critiquing a Draft Clearly and Diplomatically            Using Groupware      Using Videoconferencing Technology                  Guidelines: Participating in a Videoconference      Gender and Collaboration      Culture and Collaboration      Collaborator's Checklist * Exercises * CASE 4: Handling Interpersonal Conflict         Part Two: Planning the Document 5. Analyzing Your Audience and Purpose      Determining the Important Characteristics of Your Audience            Who Are Your Readers?            Why is Your Audience Reading Your Document?            What Are Your Readers' Attitudes and Expectations?            How Will Your Readers Use Your Document?      Techniques for Learning about an Audience            Tallying What You Do and Do Not Already Know about Your Audience            Interviewing People            Searching for Information on the Internet            Reading Documents Your Readers Have Written      Applying What You Have Learned about Your Audience      Communicating Across Cultures            Understanding the Cultural Variables "On the Surface"            Understanding the Cultural Variables "Beneath the Surface"            Considering Cultural Variables as You Write                  Guidelines: Writing for Readers from Other Cultures                  Ethics Note: Meeting Your Readers' Needs Responsibly                  Interactive Sample Document: Examining Cultural Variables in a Business Letter            Using Graphics and Design for Multicultural Readers      Using an Audience Profile Sheet      Writing for Multiple Audiences      Determining Your Purpose      Gaining Management's Approval      Revising Information for a New Audience and Purpose      Writer's Checklist * Exercises * CASE 5: Planning an Apology to a Customer from the People's Republic of China 6. Researching Your Subject      Understanding the Differences Between Academic and Workplace Research      Understanding the Research Process      Choosing Appropriate Research Methods                  Guidelines: Researching a Topic      Conducting Secondary Research            Understanding the Research Media            Using Basic Research Tools            Researching Government Information            Using Web 2.0 Resources            Evaluating the Information                  Guidelines: Evaluating Print and Online Sources                  Interactive Sample Document: Evaluating Information from the Internet          Conducting Primary Research            Observations and Demonstrations            Inspections            Experiments            Field Research            Interviews                  Guidelines: Conducting an Interview            Inquiry letters or E-mails            Questionnaires                  Guidelines: Reporting and Analyzing Data Honestly      Writer's Checklist * Exercises * CASE 6: Choosing an Appropriate Primary Research Method 7. Organizing Your Information      Understanding Three Principles for Organizing Technical Information            Analyzing Your Audience and Purpose            Using Conventional Patterns of Arrangement            Displaying Your Arrangement Prominently      Using Basic Patterns of Organizing Information            Chronological                  Guidelines: Organizing Information Chronologically            Spatial                  Guidelines: Organizing Information Spatially            General to Specific                  Guidelines: Organizing Information from General to Specific            More Important to Less Important                  Guidelines: Organizing Information from More Important to Less Important            Comparison and Contrast                  Guidelines: Organizing Information by Comparison and Contrast                   Ethics Note: Comparing and Contrasting Fairly                  Interactive Sample Documentl Comparing and Contrasting Honestly            Classification and Partition                  Guidelines: Organizing Information by Classification and Partition            Problem-Methods-Solution                  Guidelines: Organizing Information by Problem-Methods-Solution            Cause and Effect                  Guidelines: Organizing Information by Cause and Effect      Writer's Checklist * Exercises * CASE 7: Organizing a Document  Part Three: Developing and Testing the Verbal and Visual Information 8. Commuicating Persuasively      Considering the Context of Your Argument            Understanding Your Audience's Broader Goals            Working Within Constraints      Crafting a Persuasive Argument            Identifying the Elements of Your Argument            Using the Right Kinds of Evidence                  Interactive Sample Document: Analyzing Evidence in Argument            Considering Opposing Viewpoints            Appealing to Emotions Responsibly            Deciding Where to Present the Claim      Avoiding Logical Fallacies      Presenting Yourself Effectively                  Guidelines: Creating a Professional Persona      Using Graphics and Design as Persuasive Elements                  Ethics Note: Seeming Honest versus Being Honest in Persuasive Writing      A Look at Several Persuasive Arguments      Writer's Checklist * Exercises * CASE 8: Being Persuasive about Privacy 9. Writing Coherent Documents      Writing Coherent Titles      Writing Coherent Headings                  Guidelines: Revising Headings      Writing Coherent Lists      Writing Coherent Paragraphs            Structure Paragraphs Clearly                  Ethics Note: Avoiding Burying Bad News in Paragraphs                  Guidelines: Dividing Long Paragraphs            Use Coherence Devices Within and Between Paragraphs                  Interactive Sample Document: Identifying the Elements of a Coherent Paragraph      Creating a Coherent Design            Using Headers and Footers to Enhance Coherence            Use Typeface to Enhance Coherence                  Tech Tip: How to Use the Style Group      Writer's Checklist * Exercises * CASE 9: Writing Guidelines About Coherence 10. Writing Effective Sentences      Structuring Effective Sentences            Use Lists                  Guidelines: Creating Effective Lists                  Tech Tip: How to Create Bulleted and Numbered Lists            Emphasize New and Important Information            Choose an Appropriate Sentence Length            Focus on the "Real" Subject            Focus on the "Real" Verb            Use Parallel Structures            Use Modifiers Effectively      Choosing the Right Words and Phrases            Select an Appropriate Level of Formality            Be Clear and Specific                  Ethics Note: Euphemisms and Truth Telling            Be Concise                  Interactive Sample Document: Revising for Conciseness and Simplicity            Use Inoffensive Language                  Guidelines: Avoiding Sexist Language                  Guidelines: Using the People-First Approach      Understanding Simplified English for Nonnative Speakers      Preparing Text for Translation      Writer's Checklist * Exercises * CASE 10: Preparing Products for the Global Marketplace 11. Designing Documents and Web Sites      Goals of Document and Web Design      Understanding Design Principles            Proximity            Alignment            Repetition            Contrast      Planning the Design of Documents and Web Sites            Analyze Your Audience and Purpose            Determine Your Resources      Designing Documents            Size            Paper            Bindings            Accessing Tools                  Tech Tip: How to Set Up Pages      Designing Pages                  Guidelines: Understanding Learning Theory and Page Design            Page Layout            Columns                  Tech Tip: How to Format Columns            Typography                  Tech Tip: How to Format Fonts                  Ethics Note: Using Type Sizes Responsibly                  Tech Tip: How to Modify Line Spacing                  Tech Tip: How To Modify Justification            Titles and Headings            Other Design Features                  Tech Tip: How to Create Borders and Screens                  Tech Tip: How to Create Text Boxes      Analyzing Some Page Designs                  Interactive Sample Document: Analyzing a Page Design      Designing Web Sites            Create Informative Headers and Footers            Help Readers Navigate the Site                  Guidelines: Making Your Site Easy to Navigate            Include Extra Features Your Readers Might Need            Design for Readers with Disabilities            Design for Multicultural Audiences                  Ethics Note: Designing Legal and Honest Web Pages      Designing Web Pages            Aim for Simplicity                  Guidelines: Designing a Simple Site            Make the Text Easy to Read and Understand                  Guidelines: Designing Easy-to-Read Text            Create Clear, Informative Links                  Guidelines: Writing Clear, Informative Links      Analyzing Some Web Pages      Writer's Checklist * Exercises * CASE 11: Designing a Report Template 12. Creating Graphics      The Functions of Graphics      Characteristics of an Effective Graphic                  Ethics Note: Creating Honest Graphics                  Guidelines: Integrating Graphics and Text      Understanding the Process of Creating Graphics            Planning Graphics            Creating Graphics                  Tech Tip: How to Insert and Modify Graphics            Revising Graphics            Citing Graphics      Using Color Effectively      Choosing the Appropriate Kind of Graphic            Illustrating Numerical Information                  Guidelines: Creating Effective Tables                  Tech Tip: How to Use Tab Stops                  Tech Tip: How to Create Tables                  Tech Tip: How to Create Graphics in Excel                  Guidelines: Creating Effective Bar Graphics                  Tech Tip: How to Use Drawing Tools                  Interactive Sample Document: Balancing Clarity and Drama in Graphics                  Guidelines: Creating Effective Line Graphics                  Guidelines: Creating Effective Pie Charts            Illustrating Logical Relationships            Illustrating Process Descriptions and Instructions            Illustrating Visual and Spatial Characteristics                  Guidelines: Presenting Photographs Effectively                  Tech Tip: How to Create Screen Shots            Showing Motion in Your Graphics            Creating Effective Graphics for Multicultural Readers      Writer's Checklist * Exercises * CASE 12: Evaluating Graphics Made in a Spreadsheet Program 13. Reviewing, Evaluating, and Testing Documents and Web Sites      Reviewing Documents and Web Sites            Revising            Editing                  Guidelines: Editing the Draft            Proofreading      Conducting Usability Evaluations      Conducting Usability Tests            The Basic Principles of Usability Testing            Preparing for a Usability Test            Conducting a Usability Test            Interpreting and Reporting the Data from a Usability Test                  Ethics Note: Understanding the Ethics of Informed Consent                  Interactive Sample Document: Obtaining Informed Consent      Writer's Checklist * Exercises * CASE 13: Reviewing and Testing Documents Part Four: Learning Important Applications 14. Writing Letters, Memos, and E-mails      Understanding the Process for Writing Letters, Memos, and E-mails      Selecting a Type of Correspondence      Presenting Yourself Effectively in Correspondence            Use the Appropriate Level of Formality            Communicate Correctly            Project the "You" Attitude            Avoid Correspondence Clichés            Communicate Honestly                  Ethics Note: Writing Honest Business Correspondence      Writing Letters            Understanding the Elements of a Letter            Learning the Format of a Letter            Understanding Common Types of Letters      Writing Memos                  Guidelines: Organizing a Memo      Writing E-mails                  Guidelines: Following Netiquette                  Interactive Sample Document: Following Netiquette in an E-mail      Writing Business Correspondence to International Readers      Writer's Checklist * Exercises * CASE 14: Projecting the "You Attitude" When Corresponding with Customers and Colleagues 15. Preparing Job-Application Materials      Understanding the Process for Preparing Job-Application Materials      Planning the Job Search      Understanding Seven Ways to Look for a Position      Understanding the Risks and Benefits of Social-networking Sites and the Job Search      Writing Paper Résumés            Appearance of the Résumé            Content of the Résumé                  Ethics Note: Honesty in Job-Application Materials            Elements of the Chronological Résumé                  Guidelines: Elaborating on Your Education            Elements of the Skillls Résumé      Writing Electronic Résumés            Content of the Electronic Résumé            Format of the Electronic Résumé                  Guidelines: Preparing a Text Résumé                  Interactive Sample Document: Preparing an ASCII Résumé                  Guidelines: Preparing a Scannable Résumé      Writing Job-Application Letters            The Concepts of Selectivity and Development            Elements of the Job-Application Letter      Preparing for a Job Interview                  Guidelines: Preparing for a Job Interview      Writing Follow-Up Letters After an Interview      Writer's Checklist * Exercises * CASE 15: Identifying Trasferable Skills for a Career Changer  16. Writing Proposals      Understanding the Process for Writing Proposals      The Logistics of Proposals            External and Internal Proposals            Solicited and Unsolicited Proposals      The "Deliverables" of Proposals            Research Proposals            Goods and Services Proposals      Persuasion and Proposals            Understanding Readers' Needs            Describing What You Plan to Do            Demonstrating Your Professionalism                  Guidelines: Demonstrating Your Professionalism in a Proposal                   Ethics Note: Writing Honest Proposals      Writing a Proposal      The Structure of the Proposal            Summary            Introduction                  Guidelines: Introducing a Proposal            Proposed Program            Qualifications and Expertise            Budget            Appendices                  Tech Tip: How to Create a Gantt Chart      Sample Internal Proposal                  Interactive Sample Document: Writing a Project Description      Writer's Checklist * Exercises * CASE 16: Selecting a Funding Source  17. Writing Informational Reports      Understanding the Process of Writing Informational Reports      Writing Directives                  Interactive Sample Document: Writing a Persuasive Directive      Writing Field Reports                  Guidelines: Responding to Readers' Questions in a Field Report      Writing Progress and Status Reports                  Ethics Note: Reporting Your Progress Honestly            Organizing Progress and Status Reports            Concluding Progress and Status Reports                  Guidelines: Projecting an Appropriate Tone in a Progress or Status Report            Sample Progress Report      Writing Incident Reports      Writing Meeting Minutes      Writer's Checklist * Exercises * CASE 17: Revising an Injury Report Form  18. Writing Lab Reports      Persuasion and Lab Reports      Understanding the Process of Writing Lab Reports      Understanding the Structure of the Lab Report            Title            Abstract            Introduction                  Guidelines: Writing Equations            Materials and Methods            Results                  Ethics Note: Presenting Data Honestly            Discussion            Conclusion            Acknolwedgments            References            Appendices                  Interactive Sample Document: Evaluating Lab Reports      Understanding the Role of Science and Engineering Articles      Writer's Checklist * Exercises * CASE 18: Describing the Purpose of Lab Report Sections 19. Writing Recommendation Reports      Using a Problem-Solving Model for Preparing Recommendation Reports            Identify the Problem or Opportunity            Establish Criteria for Responding to the Problem or Opportunity            Determine the Options            Study Each Option According to the Criteria            Draw Conclusions about Each Option            Formulate Recommendations Based on the Conclusions                  Ethics Note: Presenting Honest Recommendations      Writing Recommendation Reports            Writing the Body of the Report                  Guidelines: Writing Recommendations            Writing Front Matter                  Tech Tip: How to Format Headers, Footers, and Page Numbers                  Tech Tip: How to Create a Table of Contents                  Guidelines: Writing an Executive Summary                  Interactive Sample Document: Analyzing an Executive Summary            Writing Back Matter      Sample Recommendation Report      Writer's Checklist * Exercises * CASE 19: Analyzing Options and Drawing Conclusions 20. Writing Definitions, Descriptions, and Instructions      Writing Definitions            Analyzing the Writing Situation for Definitions            Determining the Kind of Definition to Write                  Guidelines: Writing Effective Sentence Definitions                  Guidelines: Writing Extended Definitions            Deciding Where to Place the Definition      Writing Descriptions            Analyzing the Writing Situation for Descriptions            Clearly Indicate the Nature and Scope of the Description            Introduce the Description Clearly            Provide Appropriate Detail                  Guidelines: Providing Appropriate Detail in Descriptions            Conclude the Description            A Look at Several Descriptions      Writing Instructions            Designing a Set of Instructions                  Guidelines: Designing Clear, Attractive Pages            Planning for Safety                  Ethics Note: Protecting Your Readers' Safety            Drafting Effective Instructions                  Guidelines: Drafting Introductions for Instructions                  Guidelines: Drafting Steps in Instructions            Revising, Editing, and Proofreading Instructions            A Look at Sample Instructions                  Interactive Sample Document: Presenting Clear Instructions      Writing Manuals      Writer's Checklist * Exercises * CASE 20: Writing Instructions for Installing a Programmable Thermostat 21. Making Oral Presentations      Understanding the Role of Oral Presentations      Understanding the Process for Preparing and Delivering an Oral Presentation      Preparing a Presentation            Analyzing the Speaking Situation            Organizing and Developing the Presentation                  Guidelines: Introducing a Presentation                  Guidelines: Concluding a Presentation            Preparing Presentation Graphics                  Tech Tip: How to Create a Master Page Design in PowerPoint                  Tech Tip: How to Set List Items to Appear and Dim During a Presentation                  Interactive Sample Document: Integrating Graphics and Text on a Presentation Slide            Choosing Effective Language                  Guidelines: Using Memorable Language in Oral Presentations            Rehearsing a Presentation      Delivering a Presentation            Calming Your Nerves                  Guidelines: Releasing Nervous Energy            Using Your Voice Effectively            Using Your Body Effectively                  Guidelines: Facing an Audience      Answering Questions After a Presentation                  Ethics Note: Answering Questions Honestly      Speaker's Checklist * Exercises * CASE 21: Choosing Effective Slide Layouts  22. Connecting with the Public      Persuasion and Connecting with the Public      Presenting Information to the Public            Newsletters                  Guidelines: Designing an Effective Newsletter                  Interactive Sample Document: Designing an Effective Newsletter            Brochures                  Guidelines: Creating a Brochure            White Papers                   Guidelines: Writing a White Paper                   Ethics Note: Marketing Your Organization Honestly            Podcasts      Collaborating with the Public            Discussion Boards                  Guidelines: Participating in Discussion Boards            Blogs                  Guidelines: Being a Responsible Blogger            Wikis                  Guidelines: Using and Participating in Wikis Effectively      Communicator's Checklist * Exercises * CASE 22: Responding to Anti-Employer Blog Posts Appendix: Reference Handbook Part A. Skimming Your Sources and Taking Notes       Paraphrasing       Quoting      Summarizing Part B. Documenting Your Sources       APA Style       CSE Style      IEEE Style       MLA Style Part C. Editing and Proofreading Your Documents       Grammatical Sentences       Punctuation       Mechanics       Proofreading Symbols and Their Meanings Part D. Guidelines for Multilingual Writers (ESL)       Cultural and Stylistic Communication Issues       Sentence-Level Issues  References Selected Bibliography Index