English

Technical Communication is the premier resource for introductory technical communication, combining practical applications and clear writing with attention to the latest developments in the field.

 

Ten editions ago, John Lannon’s Technical Communication changed the study of technical communication, and in a new edition, the book reinvents the study of today’s communication.  Addressing a wide range of interests for students from a variety of majors, the Eleventh Edition of Technical Communication has been updated and streamlined throughout and includes a variety of new Checklists and Guidelines, as well as a unique chapter focused on usability. 

 

Rhetorical principles are explained, illustrated, and applied to an array of documents, from brief memos and summaries to formal reports and proposals. The emphasis on current topics like technology, global communication, working in teams, and usability underscores the realities of technical communication today. Exercises incorporated throughout the text enable students to better understand the skills necessary both in college and in the workplace.

 

• A concise, pragmatic approach treats technical communication as a concrete problem-solving activity in a concise, accessible manner, unlike many other books in the field that propose and foreground particular (and sometimes limiting) theoretical approaches.   
• An emphasis on international and cultural issues in technical communication–highlighted by marginal icons–reflects a new reality in the workplace while helping students to address the needs of global audiences and better understand specific cultural guidelines for various types of communication. 
• Extensive coverage of ethics guides students through a critical and sometimes complex facet of technical communication, with ethical decision woven into the fabric of the communication process.
• Checklists throughout provide quick-review opportunities for students for a wide variety of tasks.
• Guidelines offer clear step-by-step support to help students understand many parts of the writing process.
• “On the Job” boxes at the end of most chapters provide authentic comments from real people in the workplace relating to chapter topics, emphasizing the need for effective writing skills in a variety of jobs and professions.   
• Sample documents appear throughout, including a casebook of writing instruction and samples in The Writing Process Illustrated at the end of the book.  Document templates allow students to follow clear models in producing various types of documents.
• Service-learning activities are included in the end-of-chapter exercises and examples involving nonprofits supplement the wealth corporate culture examples.
•  Marginal Web icons throughout the text send students to a wealth of book-specific and discipline-specific resources on MyTechCommLab for Technical Communication, Eleventh Edition, including an eBook, interactive documents, pre- and post-tests and chapter review quizzes, flashcards, audio and video resources, and much, much more! 

 

• A rewritten introduction stresses the role of technical communication in everyday life and includes a discussion of converging “new media” technologies and their implications for the distribution of documents in multiple formats, as well as the role of technical communicators as information managers.
• A new dedicated chapter on employment correspondence (Ch. 18) offers additional annotated samples, case studies, guidelines, and checklists, as well as cautionary advice on protecting one’s good name online.

• Usability is now more pervasive as is its coverage is earlier (Ch. 3) and checklists appear at the end of each documents-based chapter (Chs. 16-26).

• New and expanded Checklists–probably the most used features in this book–cover such topics as proofreading (Ch. 2); style, including exercises and sample documents (Ch. 13); email (Ch. 16); resumes and applications (Ch. 18); proposals (Ch. 23); and reports (Ch. 24).
• New and expanded Guidelines cover important topics like running a meeting (Ch. 6); research on the Internet (Ch. 8); interviews and questionnaires (Ch. 9); evaluating Web sources, and evaluating and interpreting information (Ch. 10); and bad news, claim, adjustment, and refusing adjustment letters (Ch. 17).
• New sample documents and Case Studies throughout bring readers into the real world of work. 

• A new section on conducting meetings (Ch. 6) reflects a role often played by technical communicators.

• A new section on corporate blogs and wikis (Ch. 16) reflects the realities of today’s workplace communication and information delivery, with multiple samples of corporate internal blogs and policies, and information on RSS feeds and formatting.

• The expanded Casebook: Writing Process Illustrated now provides new templates and sample documents, including personal statements for law and medical school), as well as more on the rhetorical considerations for composing documents.

• A Self-Test: Avoiding Plagiarism now appears at the end of the book and allows students to check their understanding of what it means to plagiarize–the number one concern in many college classrooms. 

** indicates new material

Preface 

Acknowledgments 

 

1. Introduction to Technical Communication

Technical Communication Is User-Centered

Technical Communication Is Accessible

Sample Document: A Citizen's Guide to Bioremediation 

Technical Communication Comes in All Shapes and Sizes 

Technical Communicators Rely on Many Skills

Technical Communication Is Part of Most Careers

Communication Has Both an Electronic and a Human Side 

Communication Reaches a Diverse Audience 

Consider This: Twenty-First Century Jobs Require Portable Skills

On the Job…Types of Writing

EXERCISES

Collaborative Project 

Service-Learning Project 

 

Part I

COMMUNICATING IN THE WORKPLACE 

 

2.  Preparing an Effective Technical Document

Complete the Key Tasks

    Case Study: Completing the Key Tasks: Delivering the Essential Information; Making a Persuasive Case; Weighing the Ethical Issues; Working on a Team

Rely on Creative and Critical Thinking

    Checklist:  Creative and Critical Thinking in the Writing Process

Make Proofreading Your Final Step  

    Guidelines for Proofreading

    Checklist:  Proofreading    

    Consider This: Workplace Settings Are Increasingly Virtual

EXERCISES

Collaborative Project 

Service-Learning Project 

 

3.  Delivering Usable Information

Assess the Audience’s Information Needs 

Identify Levels of Technicality

    The Highly Technical Document

Sample Document:  A Technical Version of an Emergency Treatment Report

    The Semitechnical Document

Sample Document:  A Semitechnical Version of an Emergency Treatment Report

    The Nontechnical Document

Sample Document:  A Nontechnical Version of an Emergency Treatment Report

    Primary and Secondary Audiences

    Case Study: Tailoring a Single Document for Different Users

    Web-based Documents for Multiple Audiences

Develop an Audience and Use Profile

    Audience Characteristics 

    Purpose of the Document 

    Intended Use of the Document

    Audience’s Technical Background  

    Audience’s Cultural Background

    Performance Objectives for This Document

Sample Document:  Performance Objectives for Using the Model 76 Boban Lawnmower

    Setting

    Possible Hazards or Sources of Error

    Appropriate Details and Layout 

    Due Date and Timing 

Create a Design Plan for the Document

Sample Document:  Design Plan for the Lawnmower Manual

Write, Test, and Revise Your Document

    Checklist: Usability

    Consider This:  Communication Failure Can Have Drastic Consequences

On the Job…Audiences

EXERCISES

Collaborative Project 

Service-Learning Project 

 

4.  Making a Persuasive Case 

Identify Your Specific Goal 

Try to Predict Audience Reaction

Expect Audience Resistance 

Know How to Connect with the Audience 

    Case Study:  Connecting with Your Audience: Power Connection; Relationship Connection; Rational Connection

Allow for Give-and-Take 

Know What to Ask For

    Ask for a Specific Response 

    Never Ask for Too Much 

Recognize All Constraints 

    Organizational Constraints 

    Legal Constraints 

    Ethical Constraints

    Time Constraints 

    Social and Psychological Constraints 

Consider This: People Often React Emotionally to Persuasive Appeals 

Support Your Claims Convincingly

    Offer Convincing Evidence 

    Appeal to Common Goals and Values 

Consider the Cultural Context

    Guidelines for Making Your Case

Shaping Your Argument

Sample document: Supporting a Claim with Good Reasons

    Checklist: Cross-Cultural Documents

On the Job…Persuasive Challenges 

EXERCISES

Collaborative Project 

Service-Learning Project 

 

5.  Weighing the Ethical Issues 

Recognize Unethical Communication in the Workplace 

Know the Major Causes of Unethical Communication 

    Yielding to Social Pressure 

    Mistaking Groupthink for Teamwork 

Understand the Potential for Communication Abuse

     Suppressing Knowledge the Public Needs 

    Hiding Conflicts of Interest 

    Exaggerating Claims about Technology 

    Falsifying or Fabricating Data 

    Using Visual Images That Conceal the Truth 

    Stealing or Divulging Proprietary Information 

    Misusing Electronic Information 

    Withholding Information People Need for Their Jobs 

    Exploiting Cultural Differences 

Rely on Critical Thinking for Ethical Decisions 

    Reasonable Criteria for Ethical Judgment

    Ethical Dilemmas 

Anticipate Some Hard Choices 

    Case Study:  A Hard Choice

Never Depend Only on Legal Guidelines 

Learn to Recognize Plagiarism 

    Consider This:  Ethical Standards Are Good for Business

Decide Where and How to Draw the Line 

     Guidelines for Ethical Communication  

    Checklist:  Ethical Communication

On the Job…Ethical Issues

EXERCISES

Collaborative Project 

Service-Learning Project  

 

6. Working in Teams 

Teamwork and Project Management

    Guidelines for Managing a Collaborative Project

Sample Document:  Form for Evaluating Team Members

Conducting Meetings

    Guidelines for Running a Meeting

Sources of Conflict in Collaborative Groups 

    Interpersonal Differences 

    Gender and Cultural Differences 

Managing Group Conflict 

Overcoming Differences by Active Listening 

    Guidelines for Active Listening

Thinking Creatively 

    Brainstorming 

    Brainwriting 

    Mind-Mapping 

    Storyboarding 

Reviewing and Editing Others’ Work 

    Guidelines for Peer Reviewing and Editing 

Face-to-Face vs. Electronically Mediated Collaboration 

Ethical Abuses in Workplace Collaboration 

    Consider This: How You Speak Shows Where You Rank 

On the Job…Collaborative Writing

EXERCISES

Collaborative Project 

Service-Learning Project 

 

Part II

THE RESEARCH PROCESS 

 

7. Thinking Critically about the Research Process

Asking the Right Questions

    Case Study:  Defining and Refining a Research Question

Exploring a Balance of Views 

Achieving Adequate Depth in Your Search 

Evaluating Your Findings 

Interpreting Your Findings 

    Consider This:  Expert Opinion Is Not Always Reliable 

    Guidelines for Evaluating Expert Information 

EXERCISES

 

8.   Exploring Electronic and Hard Copy Sources

Internet Sources 

    Online News and Magazines

    Government Sites

    Community Discussion Groups and Bulletin Boards

    Blogs and Wikis

    Email Lists

    Library Chatrooms

    Library Databases Searchable via the Internet

    Other Types of Web Sites

Intranets and Extranets

    Guidelines for Researching on the Internet

Other Electronic Sources 

    Compact Discs 

    Online Retrieval Services 

Hard Copy Sources 

    Reference Works 

    Card Catalog 

    Guides to Literature 

    Indexes 

    Abstracts 

    Access Tools for U.S. Government Publications 

    Microforms 

    Consider This: Frequently Asked Questions about Copyright of Hard Copy Information

    Consider This:  Information in Electronic Form is Copyright Protected

On the Job…The Role of Research

EXERCISES

Collaborative Project 

Service-Learning Project 

 

9.  Exploring Primary Sources 

Informative Interviews 

    Guidelines for Informative Interviews 

Surveys and Questionnaires             

    Defining the Survey’s Purpose and Target Population 

    Identifying the Sample Group 

    Defining the Survey Method 

    Guidelines for Developing a Questionnaire 

A Sample Questionnaire 

Sample Documents:  Cover Letter and Questionnaire

Inquiry Letters, Phone Calls, and Email Inquiries 

Public Records and Organizational Publications 

Personal Observation and Experiments 

On the Job…The Role of Research

EXERCISES

Collaborative Project 

Service-Learning Project  

 

10. Evaluating and Interpreting Information

Evaluate the Sources

    Guidelines for Evaluating Sources on the Web

Evaluate the Evidence 

    Guidelines for Evaluating Evidence

Interpret Your Findings 

    Identify Your Level of Certainty  

    Examine the Underlying Assumptions  

    Be Alert for Personal Bias  

    Consider Other Possible Interpretations 

    Consider This:  Standards of Proof Vary for Different Audiences and Cultural Settings 

Avoid Errors in Reasoning

    Faulty Generalization 

    Faulty Causal Reasoning 

    Faulty Statistical Reasoning

Acknowledge the Limits of Research

    Obstacles to Validity and Reliability

    Flaws in Research Studies

    Measurement Errors

    Deceptive Reporting

    Guidelines for Evaluating and Interpreting Information 

    Checklist:  The Research Process 

EXERCISES

Collaborative Project 

Service-Learning Project 

 

11.  Summarizing and Abstracting Information

Purpose of Summaries 

    Guidelines for Summarizing Information 

What Users Expect from a Summary 

    Case Study:  Creating a Summary

Sample Documents:  Article to Be Summarized; Summary of Article; Compressed Summary

Forms of Summarized Information

    Closing Summary 

    Informative Abstract  (“Summary”)

    Descriptive Abstract  (“Abstract”)

    Executive Abstract 

Sample Documents:  Descriptive Abstract; Executive Abstract

Ethical Considerations in Summarizing Information 

    Checklist for Usability of Summaries 

On the Job…The Importance of Summaries

EXERCISES

Collaborative Project 

Service-Learning Project  

 

Part III

STRUCTURE, STYLE, GRAPHICS, AND PAGE DESIGN

 

12.  Organizing for Users 

Partitioning and Classifying 

Outlining

    A Document’s Basic Shape 

    The Formal Outline

Sample Document:  A Formal Outline 

    Organizing for Cross-Cultural Audiences 

    The Report Design Worksheet 

Storyboarding 

Sample Document:  Report Design Worksheet

Paragraphing 

    The Support Paragraph 

    The Topic Sentence 

    Paragraph Unity 

    Paragraph Coherence 

    Paragraph Length 

Sequencing 

    Spatial Sequence 

    Chronological Sequence 

    Effect-to-Cause Sequence 

    Cause-to-Effect Sequence 

    Emphatic Sequence 

    Problem-Causes-Solution Sequence 

    Comparison-Contrast Sequence 

Chunking 

Creating an Overview 

EXERCISES

Collaborative Project 

 

13.   Editing for Readable Style 

Editing for Clarity 

    Avoid Ambiguous Pronoun References 

    Avoid Ambiguous Modifiers 

    Unstack Modifying Nouns

    Arrange Word Order for Coherence and Emphasis 

    Use Active Voice Whenever Possible

    Use Passive Voice Selectively 

    Avoid Overstuffed Sentences 

Editing for Conciseness 

    Avoid Wordy Phrases 

    Eliminate Redundancy

    Avoid Needless Repetition 

    Avoid There Sentence Openers 

    Avoid Some It Sentence Openers 

    Delete Needless Prefaces 

    Avoid Weak Verbs 

    Avoid Excessive Prepositions 

    Fight Noun Addiction 

    Make Negatives Positive 

    Clean Out Clutter Words 

    Delete Needless Qualifiers 

Editing for Fluency 

    Combine Related Ideas 

    Vary Sentence Construction and Length

    Use Short Sentences for Special Emphasis 

Finding the Exact Words 

    Prefer Simple and Familiar Wording 

    Avoid Useless Jargon 

    Use Acronyms Selectively 

    Avoid Triteness 

    Avoid Misleading Euphemisms 

    Avoid Overstatement 

    Avoid Imprecise Wording 

    Be Specific and Concrete 

Adjusting Your Tone 

    Guidelines for Deciding about Tone

    Consider Using an Occasional Contraction 

    Address Readers Directly 

    Use I and We When Appropriate 

    Prefer the Active Voice 

    Emphasize the Positive 

    Avoid an Overly Informal Tone 

    Avoid Personal Bias

    Avoid Sexist Usage 

    Guidelines for Nonsexist Usage 

    Avoid Offensive Usage of All Types 

    Guidelines for Inoffensive Usage 

Considering the Cultural Context 

Legal and Ethical Implications of Word Choice 

Using Automated Editing Tools Effectively 

    Checklist: Style

On the Job…Revising a Document

EXERCISES

Collaborative Project 

 

14.  Designing Visual Information

Why Visuals Are Important

When to Use Visuals 

What Types of Visuals to Consider 

How to Select Visuals for Your Purpose and Audience 

Tables 

Graphs 

    Bar Graphs 

    Line Graphs

    Guidelines for Displaying a Line Graph

Charts 

    Pie Charts

    Guidelines for Displaying a Pie Chart 

    Organization Charts            

    Flowcharts 

    Tree Charts 

    Gantt and PERT Charts 

    Pictograms 

Graphic Illustrations 

    Diagrams  

    Maps 

    Photographs 

    Guidelines for Using Photographs

Computer Graphics 

    Using the Software

    Using Symbols and Icons

    Using Visualization

    Using Color

    Guidelines for Incorporating Color

How to Avoid “Visual Noise” 

Visuals and Ethics

    Present the Real Picture 

    Present the Complete Picture 

    Don’t Mistake Distortion for Emphasis 

    Guidelines for Fitting Visuals with Text 

Cultural Considerations

    Checklist:  Usability of Visuals

EXERCISES

Collaborative Project 

 

15. Designing Pages and Documents

Page Design in Workplace Documents 

How Page Design Transforms a Document 

Sample Documents:  Ineffective and Effective Page Design

Design Skills Needed in Today's Workplace  

    Desktop Publishing

    Electronic Publishing         

    Using Style sheets and Company Style guides                

Creating a Usable Design  

    Shaping the Page

    Using Typography Effectively

    Guidelines for Highlighting for Emphasis

    Using Headings for Access and Orientation 

    Guidelines for Using Headings

Audience Considerations in Page Design 

 Designing On-Screen Documents

    Web Pages

    Online Help   

    Adobe Acrobat™ and PDF Files

    CDs and Other Media

   Checklist:  Usability of Page Design 

EXERCISES

Collaborative Project 

 

PART IV:  SPECIFIC DOCUMENTS AND APPLICATIONS

 

16. Memo Reports and Electronic Correspondence

Documents in Hard-Copy vs. Digital Format

Types of Memo Reports

    Informational vs. Analytical Reports

    Formal vs. Informal Reports              

    Purpose of Memo Reports 

Elements of a Usable Memo 

Interpersonal Considerations in Writing a Memo

Direct vs. Indirect Organizing Patterns           

Informational Reports in Memo Form

    Progress Reports

SAMPLE DOCUMENTS:  Brief Progress Report; Long-term Progress Report

    Periodic Activity Reports

SAMPLE DOCUMENT:  Periodic Activity Report 

    Meeting Minutes

SAMPLE DOCUMENT:  Meeting Minutes

Analytical Reports in Memo Form

    Feasibility Reports

SAMPLE DOCUMENT:  Feasibility Analysis

                Recommendation Reports

    Case Study:  A Problem-Solving Recommendation

SAMPLE DOCUMENT:  A Recommendation Memo

     Justification Reports

SAMPLE DOCUMENT:  A Justification Report

    Checklist for Usability of Memo Reports

Electronic Mail

    Email Benefits

    Email Copyright Issues

    Email Privacy Issues

    Guidelines for Using Electronic Mail

    Guidelines for Choosing Email vs. Paper, Telephone, or Fax

    Checklist:  Usability of Email

Instant Messaging

Corporate Blogs and Wikis

    Internal Blogs

    External Blogs

    RSS Feeds

    Ethical, Legal, and Privacy Issues

EXERCISES

Collaborative Project 

 

17.  Workplace Letters            

Elements of Usable Letters                

    Basic Parts of Letters 

Sample DOCUMENT:  Standard Design for a Workplace Letter: Proposal and Estimate for Home Repairs

    Specialized Parts of Letters               

    Design Features 

Interpersonal Considerations in Workplace Letters

Conveying Bad or Unwelcome News

    Guidelines for Conveying Bad News               

Inquiry Letters     

    Guidelines for Writing an Inquiry

    Requesting Information

SAMPLE DOCUMENT:  An Unsolicited Inquiry

    Requesting an Interview

SAMPLE DOCUMENT:  Request for an Interview

    Telephone and Email Inquiries

Claim Letters

    Routine Claims

    Guidelines for Routine Claim Letters

SAMPLE DOCUMENT:  A Routine Claim Letter

    Arguable Claims

    Guidelines for Arguable Claim Letters

SAMPLE DOCUMENT:  An Arguable Claim Letter

Adjustment Letters

Granting Adjustments

SAMPLE  DOCUMENT:  Letter Granting an Adjustment

    Refusing Adjustments

    Guidelines for Refusals

SAMPLE DOCUMENT:  Letter Refusing an Adjustment

    Checklist:  Usability of Letters

EXERCISES

Collaborative Project 

 

18. Employment Correspondence

Employment Outlook in the Twenty-First Century       

    Prospecting for Jobs          

Search Online

Preparing Your Résumé     

    Typical Components of a Resume

SAMPLE DOCUMENT:  Request for References

    Case:  Resumes for Different Situations: Composing a Reverse Chronological Resume; Composing a Function Resume; Composing a Modified Functional Resume

SAMPLE DOCUMENTS:  Reverse Chronological Resume; Functional Resume; Resume with Combined Organization

    Guidelines for Resumes

Preparing Your Job Application Letter

    The Solicited Application Letter

SAMPLE DOCUMENTS:  A Solicited Job Application Letter; A Solicited Internship Application Letter

    The Unsolicited Application Letter

SAMPLE DOCUMENT:  An Unsolicited Application Letter

    Guidelines for Job Application Letters

    Consider This:  How Applicants Are Screened for Personal Qualities

Submitting Electronic Resumes

    How Scanning Works

    Guidelines for Preparing a Scannable Resume

    Types of Electronic Resumes

    Protecting Privacy and Security When You Post a Resume Online

SAMPLE DOCUMENTS:  A Computer-Scannable Resume; A Searchable Resume

    Protecting Your Good Name Online

Support for the Application              

    Your Dossier        

    Your Professional Portfolio               

    Employment Interviews     

    Guidelines for Surviving a Job Interview        

The Follow-Up Letter 

Letters of Acceptance or Refusal

    Checklist:  Usability of Letters          

EXERCISES

Collaborative Project 

 

19.  Web Pages

HTML:  Hypertext Markup Language

Elements of a Usable Web Site

    Guidelines for Creating a Web Site

    Laying Out Your Pages

    Checking, Testing, and Monitoring Your Site

Privacy Issues in Online Communication

    Checklist:  Usability of Web Sites

EXERCISES

Collaborative Project

Service-Learning Project 

 

20. Technical Definitions

Purpose of Technical Definitions 

Levels of Detail in a Definition

    Parenthetical Definition 

    Sentence Definition 

    Expanded Definition 

Sample DOCUMENT:  An Expanded Definition

Expansion Methods 

    Etymology 

    History and Background 

    Negation 

    Operating Principle 

    Analysis of Parts 

    Visuals 

    Comparison and Contrast 

    Required Materials or Conditions 

    Example

Situations Requiring Definitions 

    Case:  Anexpanded definition for semitechnical readers:  Solenoid

    Case:  An expanded definition for Nontechnical readers:  Nanotechnology

Placement of Definitions

    Guidelines for Defining Clearly and Precisely 

    Checklist:  Usability of Definitions 

EXERCISES

Collaborative Project

Service-Learning Project 

 SAMPLE DOCUMENTS:  Expanded Definition in a Technical Brochure; Expanded Definition in a FAQ List Format; Definition for Laypersons in a Two-Column Brochure

 

21. Technical Descriptions and Specifications

Technical Descriptions and Specifications 

Purposes and Types of Technical Description

Objectivity in Technical Description

SAMPLE DOCUMENTS:  A Product Description; A Process Description

Elements of a Usable Description

    Clear and Limiting Title 

    Appropriate Level of Detail and Technicality 

    Visuals 

    Clearest Descriptive Sequence 

An Outline and Model for Product Description

SAMPLE DOCUMENT:  A Product Description:  The Standard Stethoscope

    Description and Function of Parts 

    Summary and Operating Description 

    Case:  A Situation Requiring Product Description 

SAMPLE DOCUMENT:   A Mechanism Description for a Nontechnical Audience

An Outline for Process Description 

    Case:  A Situation Requiring Process Description 

SAMPLE DOCUMENT:  A Process Description for a Nontechnical Audience

Specifications

sample Documents:  Specifications for a Building Project

Technical Marketing Literature

SAMPLE DOCUMENT:  A Technical brochure:  Marvin™ Windows

SAMPLE DOCUMENT:  A Technical Marketing Web Page:  Marvin™  Double Hung Window

    Checklist:  Usability of Technical Descriptions

EXERCISES

Collaborative Project

SAMPLE DOCUMENT:  A Technical Marketing Fact Sheet

 

22. Instructions and Procedures

Purpose of Instructional Documents 

Formats for Instructional Documents 

SAMPLE DOCUMENT:  A Foldout Instructional Brochure

Faulty Instructions and Legal Liability 

Elements of Usable Instruction 

    Clear and Limiting Title 

    Informed Content 

    Visuals 

    Appropriate Level of Detail and Technicality

SAMPLE DOCUMENT:  Appropriate Instructions

    Logically Ordered Steps 

    Notes and Hazard Notices 

     Readability 

    Effective Design

    Guidelines for Designing Instructions

An Outline and Model for Instructions

    Introduction

SAMPLE DOCUMENT:  Instructions for using the OCLC Terminal

    Body: Required Steps 

    Conclusion 

    Case:  A Situation Requiring Instructions

SAMPLE DOCUMENT:  A Set of Instructions

Online Documentation

Testing the Usability of Your Document

    How Usability Testing Is Done

    Qualitative Testing

    Quantitative Testing

    Usability Testing in the Classroom

SAMPLE DOCUMENT:  A Basic Usability Survey

Procedures

SAMPLE DOCUMENTS:  A Standard Operating Procedure; A Safety Procedure

    Checklist:  Usability of Instructions

EXERCISES

Collaborative Project

Service-Learning Project 

SAMPLE DOCUMENT:  Instructions for Leak Testing an Outdoor Grille

SAMPLE DOCUMENT:  Procedure for Caring for Contact Lenses 

 

 

23.  Proposals

How Proposals and Reports Differ in Purpose

The Proposal Audience 

The Proposal Process

    Case: Submitting a Competitive Proposal

SAMPLE DOCUMENT:  Request for Proposal

Proposal Types

    Planning Proposal

    Case:  Developing a Planning Proposal

    Research Proposal

    Case: Developing a Research Proposal

SAMPLE DOCUMENT:  A Research Proposal

    Sales Proposal

    Case: Developing a Sales Proposal

SAMPLE DOCUMENT:  A Sales Proposal

Elements of a Persuasive Proposal 

    A Forecasting Title 

    Clear Understanding of the Audience’s Needs 

    A Clear Focus on Benefits 

    Honest and Supportable Claims       

    Appropriate Detail 

    Readability 

    Convincing Language 

    Visuals 

    Accessible Page Design 

    Supplements Tailored for a Diverse Audience 

    Proper Citation of Sources and Contributors 

An Outline and Model for Proposals

    Introduction

SAMPLE DOCUMENT:  Introduction to a Proposal for Reducing Noise in a College Library

    Body 

SAMPLE DOCUMENT:  Body of a Proposal for Reducing Noise in a College Library

    Conclusion 

    Case:  A Situation Requiring a Proposal 

SAMPLE DOCUMENT:  A Funding Proposal

    Checklist:  Usability of Proposals 

EXERCISES

Service-Learning Project 

 

24.   Formal Analytical Reports 

Purpose of Analysis 

Typical Analytical Problems 

    Causal Analysis: “Why Does X Happen?” 

    Comparative Analysis: “Is X or Y Better for Our Purpose?” 

    Feasibility Analysis: “Is This a Good Idea?” 

    Combining Types of Analysis 

Elements of a Usable Analysis 

    Clearly Identified Problem or Goal 

    Adequate but Not Excessive Data 

    Accurate and Balanced Data

 SAMPLE DOCUMENT:     A Summary Description of a Feasibility Study

    Fully Interpreted Data 

    Subordination of Personal Bias 

    Appropriate Visuals 

    Valid Conclusions and Recommendations 

    Self-Assessment 

An outline and Model for Analytical Reports

    Introduction

SAMPLE DOCUMENT:   Introduction to a Causal Analysis

    Body

 SAMPLE DOCUMENT:   Data Section of a Causal Analysis

    Conclusion 

SAMPLE DOCUMENT:   Conclusion to a Causal Analysis

    Supplements 

    Case:                      A Situation Requiring an Analytical Report 

Sample Document:         An Analytical Report

    Guidelines for Reasoning through an Analytical Problem 

    Checklist:  Usability of Analytical Reports 

EXERCISES

Collaborative Project 

 

25.  Front Matter and End Matter In Long Documents 

Cover 

Title Page 

SAMPLE DOCUMENT:      Title Page for a Formal Report

Letter of Transmittal

SAMPLE DOCUMENT:      Letter of Transmittal for a Formal Report

Table of Contents 

SAMPLE DOCUMENT:      Table of Contents for a Formal Report

List of Tables and Figures 

Abstract or Executive Summary

Glossary 

Appendices 

Documentation 

EXERCISES

 

26.  Oral Presentations

Advantages and Drawbacks of Oral Reports

Avoiding Presentation Pitfalls 

Planning Your Presentation 

    Analyze Your Listeners

    Checklist:  Analyzing Your Listeners and Purpose

    Work from an Explicit Purpose Statement 

    Analyze Your Speaking Situation 

    Select a Delivery Method 

Preparing Your Presentation 

    Research Your Topic 

    Aim for Simplicity and Conciseness 

    Anticipate Audience Questions 

    Outline Your Presentation

Sample document:          A Presentation Outline

    Plan Your Visuals 

    Prepare Your Visuals 

    Guidelines  for Readable Visuals

    Guidelines  for Understandable Visuals

    Consider the Available Technology

    Use PowerPoint ® and Other Software Wisely

    Case:  PowerPoint and the Space Shuttle Columbia Disaster

    Guidelines  for Using Presentation Software  

    Rehearse Your Delivery 

Delivering Your Presentation 

    Cultivate the Human Landscape 

    Keep Your Listeners Oriented 

    Manage Your Visuals 

    Guidelines for Presenting Visuals

    Manage Your Presentation Style 

    Manage Your Speaking Situation 

    Guidelines for Managing Listener Questions

    Consider This:   Cross-Cultural Audiences May Have Specific Expectations

EXERCISES

 

A QUICK GUIDE TO DOCUMENTATION

Taking Notes

Quoting the Work of Others

Paraphrasing the Work of Others

What You Should Document

How You Should Document

MLA Documentation Style

    MLA Parenthetical References

    MLA Works Cited Entries

    Index to Sample MLA Works Cited Entries

SAMPLE DOCUMENT:  MLA Works Cited Page

APA Documentation Style

    APA Parenthetical References

    APA Reference List Entries

    Index to Sample APA Reference Entries

SAMPLE DOCUMENT:      APA Reference List

CSE and Other Numbered Documentation Styles

    CSE Numbered Citations

    Index to Sample CSE Entries

 

A QUICK GUIDE TO GRAMMAR, USAGE, AND MECHANICS

Common Sentence Errors 

    Sentence Fragment 

    Acceptable Fragments 

    Comma Splice      

    Run-On Sentence 

    Faulty Agreement—Subject and Verb 

    Faulty Agreement—Pronoun and Referent 

    Faulty Coordination 

    Faulty Subordination 

    Faulty Pronoun Case 

    Faulty Modification 

    Faulty Parallelism 

    Sentence Shifts 

Effective Punctuation 

    End Punctuation 

    Semicolon 

    Colon 

    Comma 

    Apostrophe 

    Quotation Marks 

    Ellipses 

    Italics 

    Parentheses 

    Brackets 

    Dashes 

    Lists

Mechanics 

    Abbreviations 

    Transitions Within and Between Paragraphs

    Hyphenation

    Use of Numbers

    Spelling

 

A CASEBOOK:  THE WRITING PROCESS ILLUSTRATED

Critical Thinking in the Writing Process

Case #1:                 An Everyday Writing Situation: The Evolution of a Short Report

    Working with the Information 

    Planning the Document 

    Drafting the Document 

    Revising the Document 

SAMPLE DOCUMENT: A Final Draft Report:  October Management Training Program Evaluation and Recommendations 

Case #2:  Preparing a Personal Statement in an Internship or Fellowship Application            

SAMPLE DOCUMENT: Early Draft:  Personal Statement for a Marine Biology Internship

SAMPLE DOCUMENT: Final Draft:  Personal Statement for a Marine Biology Internship

Case #3:  Documents for the Course Project: A Sequence Culminating in the Final Report 

The Project Documents 

The Proposal Stage

SAMPLE DOCUMENT: Proposal:  Studying Ways to Improve Quality Control at Megacrunch

The Progress Report Stage

SAMPLE DOCUMENT: Progress Report

The Final Report Stage

SAMPLE DOCUMENT: Final Report

Additional Documents:  A Personal Statement to Accompany an Application to Medical School

                                           A Personal Statement to Accompany an Application to Law School

Works Cited

Index

Editing and Revision Symbols

List of Sample Documents

 

 

Technical Communication - Intro (Technical Communication)

 

• Technical Communication (book alone), 10/E
  Lannon
  © 2006 | Longman | Paper; 832 pages | Instock
  ISBN-10: 0321270762 | ISBN-13: 9780321270764
  Brief Description
  

 

Technical Communication, Eleventh Edition
John M. Lannon

1.2 million reasons to buy this book…
John Lannon's Technical Communication has helped more than 1.2 million students become better technical writers, equipping them with the skills and knowledge they need to be successful in a wide range of professions. Lannon is unwavering in his effort to keep abreast of current issues and trends in the workplace–and to weave their implications into the instruction this book provides. What you’ll find here is a realistic portrayal of today’s workplace that prepares you for any career you choose.

There are over a million reasons to buy this book–but here are more good reasons to buy this edition of Technical Communication.

• The introductory chapter redefines the role of technical communicators as information managers, using contemporary technology to deliver their messages,
• A new dedicated chapter on employment correspondence (Ch. 18) focuses on what you really need to know to look for–and get–you first job.
• New content on corporate blogs and wikis (Ch. 16) reflects the realities of today’s workplace communication and information delivery.
• New Case Studies put you in the middle of real workplace decision-making.

And as always:

• A heavy focus on the rhetorical principles will teach you to shape your writing and pointedly reach your intended audience.
• Lucid, straightforward instruction will clarify even the most troublesome of topics.
• Checklists summarize the instruction to help you extract key topics.
• Guidelines offer step-by-step strategies and walk you through an array of procedures and undertakings.

Where can you find resources to complement your book and bolster your practice?

www.mytechcommlab.com

MyTechCommLab, an online student resource laden with activities and practice exercises specific to technical communication, offers a complete e-book of Technical Communication, 11e and text-specific resources. Also included is a robust array of discipline-specific writing, research, and grammar tutorials and activities and over 80 sample documents, most with annotations or activities.

If your copy of Technical Communication did not come with a MyTechCommLab student access code, return it for a new book or go to www.mytechcommlab.com to purchase an access code.

Get everything you need for the course at
www.mypearsonstore.com

View a Sample Chapter PDF:

  

• MyTechCommLab CourseCompass with E-Book Student Access Code Card (for valuepacks)
  Longman
  © 2008 | Longman | Access Code Card | Instock
  ISBN-10: 0205616356 | ISBN-13: 9780205616350
  URL: http://www.mytechcommlab.com
  



• MyTechCommLab CourseCompass with E-Book for Technical Communication (Access code required), 11/E
  Lannon
  © 2008 | Longman | On-line Supplement | Instock
  ISBN-10: 020558120X | ISBN-13: 9780205581207
  URL: http://www.coursecompass.com
  
  Availability: Now! | Student Access Type: Access Code Required
  Request Content                Take a Tour                  More Information
  
  



• Companion Website for Technical Communication
  Lannon
  © 2008 | Longman | On-line Supplement | Instock
  ISBN-10: 0205619932 | ISBN-13: 9780205619931
  URL: http://www.ablongman.com/lannon11e
  

• Exam Copy for Technical Communication, 11/E
  Lannon
  © 2008 | Longman | Paper; 832 pages | Instock
  ISBN-10: 0205568157 | ISBN-13: 9780205568154
  
  
  
• Companion Website for Technical Communication
  Lannon
  © 2008 | Longman | On-line Supplement | Instock
  ISBN-10: 0205619932 | ISBN-13: 9780205619931
  URL: http://www.ablongman.com/lannon11e
  
  
  
• Instructor's Manual for Technical Communication, 11/E
  Lannon
  © 2008 | Longman | Paper; 301 pages | Instock
  ISBN-10: 0205568165 | ISBN-13: 9780205568161
  

  

  Instructor's Manual for Technical Communication, 11/E
  Lannon
  © 2008 | Longman | Paper;301 pages | Instock
  ISBN-10: 0205568165 | ISBN-13: 9780205568161
  

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• MyTechCommLab CourseCompass Instructor Access Code
  Longman
  © 2008 | Longman | Digital Access Code | Instock
  ISBN-10: 0205605192 | ISBN-13: 9780205605194
  
  
  
• MyTechCommLab CourseCompass with E-Book for Technical Communication (Access code required), 11/E
  Lannon
  © 2008 | Longman | On-line Supplement | Instock
  ISBN-10: 020558120X | ISBN-13: 9780205581207
  URL: http://www.coursecompass.com
  
  Availability: Now! | Student Access Type: Access Code Required
  Request Content                Take a Tour                  More Information
  
  
  
  

• Companion Website for Technical Communication
  Lannon
  © 2008 | Longman | On-line Supplement | Instock
  ISBN-10: 0205619932 | ISBN-13: 9780205619931
  URL: http://www.ablongman.com/lannon11e
  
  
  
• MyTechCommLab CourseCompass with E-Book Student Access Code Card (for valuepacks)
  Longman
  © 2008 | Longman | Access Code Card | Instock
  ISBN-10: 0205616356 | ISBN-13: 9780205616350
  URL: http://www.mytechcommlab.com
  
  
  
• MyTechCommLab CourseCompass with E-Book for Technical Communication (Access code required), 11/E
  Lannon
  © 2008 | Longman | On-line Supplement | Instock
  ISBN-10: 020558120X | ISBN-13: 9780205581207
  URL: http://www.coursecompass.com
  
  Availability: Now! | Student Access Type: Access Code Required
  Request Content                Take a Tour                  More Information
  
  
  
  
• Resources for Technical Communication (Valuepack item only), 2/E
  Longman
  © 2008 | Longman | Paper; 160 pages | Instock
  ISBN-10: 0321450817 | ISBN-13: 9780321450814
  
  
  
• Technical Communication, VangoNotes Audio Study Guide, 11/E
  Lannon
  © 2008 | Longman | VangoNote | Estimated Availability: 07/15/2008
  ISBN-10: 020559090X | ISBN-13: 9780205590902
  
  
  
• Technical Communication, VangoNotes Audio Study Guide, Individual Chapter, 11/E
  Lannon
  © 2008 | Longman | VangoNote | Estimated Availability: 07/15/2008
  ISBN-10: 0205591094 | ISBN-13: 9780205591091
  URL: http://www.vangonotes.com
  
  
  

• Essential Study Card for Grammar and Documentation
  Longman
  © 2007 | Longman | Study Card; 10 pages | Instock
  ISBN-10: 0321463137 | ISBN-13: 9780321463135
  
  
  
• InterWrite PRS (Personal Response System)
  InterWrite PRS & Allyn & Bacon/Longman
  © 2005 | Unknown | Electronic Supplement | Instock
  ISBN-10: 0205436951 | ISBN-13: 9780205436958
  
  
  
• ResearchNavigator.com Guide: English (Valuepack item only)
  Branscomb & Trim
  © 2007 | Longman | Paper; 80 pages | Instock
  ISBN-10: 0321496019 | ISBN-13: 9780321496010
  
  
  
• Resources for Technical Communication (Valuepack item only), 2/E
  Longman
  © 2008 | Longman | Paper; 160 pages | Instock
  ISBN-10: 0321450817 | ISBN-13: 9780321450814
  
  
  
• Technical Communication Resources: Sample Document (Valuepack Item Only)
  Lannon
  © 2005 | Longman | Paper; 128 pages | Instock
  ISBN-10: 0321278704 | ISBN-13: 9780321278708
  
  
  
• iClicker Classroom Response System
  iClicker & Allyn & Bacon/Longman
  © 2008 | Unknown | Electronic Supplement | Instock
  ISBN-10: 0205594506 | ISBN-13: 9780205594504
  
  
  

• MyTechCommLab CourseCompass with E-Book Student Access Code Card (for valuepacks)
  Longman
  © 2008 | Longman | Access Code Card | Instock
  ISBN-10: 0205616356 | ISBN-13: 9780205616350
  URL: http://www.mytechcommlab.com
  



• MyTechCommLab CourseCompass with E-Book for Technical Communication (Access code required), 11/E
  Lannon
  © 2008 | Longman | On-line Supplement | Instock
  ISBN-10: 020558120X | ISBN-13: 9780205581207
  URL: http://www.coursecompass.com
  
  Availability: Now! | Student Access Type: Access Code Required
  Request Content                Take a Tour                  More Information
  
  



• Companion Website for Technical Communication
  Lannon
  © 2008 | Longman | On-line Supplement | Instock
  ISBN-10: 0205619932 | ISBN-13: 9780205619931
  URL: http://www.ablongman.com/lannon11e
  

Give your students a choice! PearsonChoices products are designed to give your students more value and flexibility by letting them choose from a variety of text and media formats to best match their learning style and their budget.

Pearson Higher Education offers special pricing when you choose to package your text with other student resources. If you're interested in creating a cost-saving package for your students, see the Packages tab.

• Technical Communication, Books a la Carte Plus MyTechCommLab CourseCompass with E-Book, 11/E
  Lannon
  © 2008 | Longman | Multiple Media Package | Instock
  ISBN-10: 0205606245 | ISBN-13: 9780205606245
  Buy from myPearsonStore
  



CourseSmart Textbooks Online is an exciting new choice for students looking to save money. As an alternative to purchasing the print textbook, students can subscribe to the same content online and save up to 50% off the suggested list price of the print text. With a CourseSmart etextbook, students can search the text, make notes online, print out reading assignments that incorporate lecture notes, and bookmark important passages for later review. For more information, or to subscribe to the CourseSmart eTextbook, visit www.coursesmart.com.
• Technical Communication, CourseSmart eTextbook, 11/E
  Lannon
  © 2008 | Longman | Electronic Book | Estimated Availability: 02/15/2008
  ISBN-10: 0205673147 | ISBN-13: 9780205673148
  URL: http://www.coursesmart.com
  Brief Description
  

This title is a member of the MyTechCommLab Series, which also contains the titles below . You can also visit the MyTechCommLab Series page.

• MYTECHCOMMLAB: Where writing and research help is just a click away!
  Prentice Hall
  © 2008 | Prentice Hall | On-line Supplement | Instock
  ISBN-10: 0135032679 | ISBN-13: 9780135032671
  URL: http://www.mytechcommlab.com
  
  
  



See Student or Instructor Resources for ordering ISBNs.

 

MyTechCommLab offers the best multimedia resources for technical writing in one, easy-to-use place. Students will find guidelines, tutorials, and exercises for Writing, Grammar, and Research, as well as Exchange, Longman's new online peer and instructor review program.

 

MyTechCommLab is appropriate for any technical writing course where instructors want give their students additional resources in technical writing, grammar, and research and/or want to do online peer and instructor review of papers.

• MYTECHCOMMLAB: Where writing and research help is just a click away!
  Longman
  © 2006 | Longman | On-line Supplement | Instock
  ISBN-10: 0321365194 | ISBN-13: 9780321365194
  URL: http://www.mytechcommlab.com
  Brief Description
  
  



Technical Communication is the premier resource for introductory technical communication, combining practical applications and clear writing with attention to the latest developments in the field.

 

Ten editions ago, John Lannon’s Technical Communication changed the study of technical communication, and in a new edition, the book reinvents the study of today’s communication.  Addressing a wide range of interests for students from a variety of majors, the Eleventh Edition of Technical Communication has been updated and streamlined throughout and includes a variety of new Checklists and Guidelines, as well as a unique chapter focused on usability. 

 

Rhetorical principles are explained, illustrated, and applied to an array of documents, from brief memos and summaries to formal reports and proposals. The emphasis on current topics like technology, global communication, working in teams, and usability underscores the realities of technical communication today. Exercises incorporated throughout the text enable students to better understand the skills necessary both in college and in the workplace.


 

• Technical Communication, 11/E
  Lannon
  © 2008 | Longman | Paper; 800 pages | Instock
  ISBN-10: 0205559573 | ISBN-13: 9780205559572
  Brief Description | Buy from myPearsonStore
  
  



Technical Communication Today remains the only text to fully centralize the computer in the technical workplace, presenting how it is used throughout today’s communication process. 

 

The text is based on a solid core of rhetorical principles.  Clear instruction not only describes technical documents, but it guides the user through the activity of producing them. Technical Communication Today foregrounds computers as a thinking tool–helping communicators to draft and design documents, prepare material for print and Web publication, and make oral presentations. It more accurately reflects the modern day computer-centered technical workplace.

 

Technical Communication Today epitomizes the shift in technical communication from literal-linear created to visual-spatial created documents. This evolution, which has been provoked by the ubiquity of the computer as a communication tool, is changing fundamental writing and reading processes.  The text has been designed using the idea of “chunking,” where readable portions of text are combined with graphics. Not only does this concept facilitate learning, but it models the way today’s technical documents should be designed.  Its presentation of teaching readers how to write integrates a new awareness of how documents are read–by “raiding” for the information needed.  The author wrote the text with the presumption that users are researching, organizing, drafting, designing, and revising directly on their computer screens. By mirroring these processes in its content and structure, Technical Communication Today offers a higher level of accessibility for readers. 

• Technical Communication Today, 2/E
  Johnson-Sheehan
  © 2007 | Longman | Paper; 784 pages | Instock
  ISBN-10: 0321457587 | ISBN-13: 9780321457585
  Brief Description | Buy from myPearsonStore
  
  



Technical Communication in the Twenty-First Century (TCTC) will prepare students to be successful writers and readers of technical communication, regardless of their career path. This text features a wealth of interesting examples, applications, and cases that engage the student and demonstrate both effective and flawed communication. An emphasis is placed on analyzing why something worked or did not work as well as on how to produce the appropriate communication.  TCTC’s problem-solving approach asks students to think rhetorically about writing situations through detailed explanations and specific examples. The Problem-Solving Approach (PSA) provides students with a useful heuristic to guide them through the process of analyzing a variety of communication situations and solving workplace communication problems.

• Technical Communication in the Twenty-First Century
  Dobrin, Weisser & Keller
  © 2008 | Prentice Hall | Paper; 768 pages | Instock
  ISBN-10: 0131172883 | ISBN-13: 9780131172883
  Brief Description | Buy from myPearsonStore
  
  



Formerly, Technical Writing, 5^th edition, the new 6^th edition embraces the multidimensional aspects of a technical communicator.  By incorporating a process approach to writing many different technical documents (email, web pages, blogs) coupled with scenarios to bring to life real-world challenges, the text allows students to write successfully.  Updated technology tips include the most up-to-date software applications (Microsoft Word 2007 and Vista 2007).   The authors' student-friendly style engages students in the writing process and encourages hands-on application as well as discussions about ethics, audience identification, electronic communication, and the role of technical writing in the workplace.

• Technical Communication: Process and Product, 6/E
  Gerson & Gerson
  © 2009 | Prentice Hall | Paper; 672 pages | Instock
  ISBN-10: 0136154751 | ISBN-13: 9780136154754
  URL: http:/