Brief TOC
Chapter 1: Technical and Professional Communication in the Workplace 2
Chapter 2: Rhetoric and Technical Communication 22
Chapter 3: Technical Writing and Electronic Technologies 42
Chapter 4: Ethics and the Workplace Writer 70
Chapter 5: Researching and Evaluating Source Materials 96
Chapter 6: Organizing and Drafting Documents 130
Chapter 7: Visual Rhetoric and Using Visuals 164
Chapter 8: Layout and Design 216
Chapter 9: Revising, Rewriting, and Editing 252
Chapter 10: Usability 292
Chapter 11: E-mail and Memos 318
Chapter 12: Letters 348
Chapter 13: Finding and Obtaining Employment 376
Chapter 14: Technical Definitions 414
Chapter 15: Technical Descriptions 442
Chapter 16: Websites and Online Environments 464
Chapter 17: Technical Instructions 500
Chapter 18: Manuals 540
Chapter 19: Proposals and Requests for Proposals 570
Chapter 20: Informal Reports 610
Chapter 21: Formal Reports 632
Chapter 22: Presentations 662
Appendix A: Grammar Handbook 694
Appendix B: Documentation 710
Complete TOC:
Chapter 1: Technical and Professional Communication in the Workplace
Chapter Learning Outcomes
Real People, Real Writing
Introduction
Writing across Workplaces
Writing, Writing, and Writing
Technical and Professional Writing as Documents
Technical and Professional Writing as Problem Solving
The Problem-Solving Approach
Technical and Professional Communication in the Real World
Chapter Summary
Concept Review Questions
Case Study
Cases on TCTC Website
Video Case
Writing Scenarios
Chapter 2: Rhetoric and Technical Communication
Chapter Learning Outcomes
Real People, Real Writing
Introduction
Exigence and Purpose
Audiences
Audiences Vary from Writing Situation to Writing Situation
Audiences Have Expectations and Attitudes
Audiences Use Documents
Multiple Audiences Often Read Documents
Cross-Cultural Audiences
Workplace Writers
Correctness
Experience and Expertise
Goodwill
Similarity
Audiences Must Trust Writers
Documents
Chapter Summary
Concept Review Questions
Case Study
Cases on the TCTC Web Site
Video Case
Writing Scenarios
Chapter 3: Technical Writing and Electronic Technologies
Chapter Learning Outcomes
Real People, Real Writing
Introduction
One Additional Note
Creating Documents
Word Processors
Web-Authoring Software
Graphics and Imaging Software
Desktop Publishing Software
Help Authoring Tools
Single Sourcing Programs
Communicating and Collaborating
The Internet
Email
Ethics and Electronic Communication
The World Wide Web
Electronic Messaging
Videoconferencing
Groupware
The Future of Workplace Writing and Computer Technology
Chapter Summary:
Concept Review Questions
Case Study
Cases on TCTC Website
Video Case
Writing Scenarios
Chapter 4: Ethics and the Workplace Writer
Chapter learning Outcomes
Real People, Real Writing
Introduction
What is Ethics?
Legal vs. Ethical
Ethics and the Workplace Writer
Ethical Guidelines for Workplace Writers
Guideline #1: The Law
Guideline #2: Honesty
Guideline #3: Confidentiality
Codes of Ethics
Ethics and Technology or Cyberethics
Email
Websites
Visuals
Environmental Ethics
Deceptive or Evasive Language
Obscuring the Issue
The Ethical Writer's Check List
Summary
Concept Review Questions
Case Study
Cases on the Web
Video Case
Writing Scenarios
Chapter 5: Researching and Evaluating Source Materials
Chapter Learning Outcomes
Real People, Real Writing
Introduction
Problem-Solving Approach
Asking the Right Questions
Primary and Secondary Sources
Finding and Evaluating Source Materials
Research in the Workplace: An Example
Primary Research
Conducting Primary Research
Interviews
Surveys
Focus Groups
Note Taking and Drafting
Note Taking
Drafting (as Note Taking)
Documentation and Ethics in Researching
Quoting, Paraphrasing, and Summarizing
Chapter Summary
Concept Review
Case Study
Cases on TCTC Website
Video Case
Writing Scenarios
Problem Solving in Your Own Writing
Chapter 6: Organizing and Drafting Documents
Chapter learning Outcomes
Real People, Real Writing
Introduction
Drafting
Writing the Body
Organizational Strategies
Sequential
Chronological
Order of Importance
General/Specific
According to Divisions
According to Classifications
Cause and Effect
Comparison/Contrast
Spatial
Writing the Conclusion
Writing the Introduction
Purpose/Objective
Scope
Identifying the Problem
Relevant Information/Background
Key Terms
Overview of Organization
Summary
Web Page Introductions
Drafting Strategies
Confirm Your Purpose
Analyze Your Audience
Gather Your Information
Develop Ideas about the Information
Organizing Your Information
Writing the First Draft
Electronic Templates and Wizards
Summary
Concept Review
Case Study
Cases on the Web
Video Case
Writing Scenarios
Chapter 7: Visual Rhetoric and Using Visuals
Learning Outcomes
Real People, Real Writing
Introduction
Graphics
Images
Visual Rhetoric
Increase Comprehension
Clarification
Provide Examples
Illustrate
Depict Relations
Emphasize
Highlight
Gain Attention
Establish Authority
Reach a Broader Audience
Improve Organization
Simplify
Types of Visuals
Types of Graphics
Types of Images
Finding, Creating, Capturing, and Formatting Visuals
Databases
Web Searches
Clip Art
Making Your Own Visuals
Using Color Effectively
Using color to Highlight or Draw Attention
Using Color to Demarcate Textual Division
Using Color to Identify a Particular Part of a Document or Kind of Text
Using color to clarify organization and relationships between textual elements
Using Color to Improve the Aesthetic and Professional Quality of Documents
How to Color
Guidelines for Using Color
When and Where to Use Visuals
Guidelines for Using Visuals
Revising Visuals
Ethics and Visuals
Summary
Concept Review
Case Study
Cases on the Web
Video Case
Writing Scenarios
Chapter 8: Layout and Design
Chapter Learning Outcomes
Real People, Real Writing
Introduction
Layout, Design, and the Problem Solving Approach
Principles of Document Architecture
Balance
Connection
Duplication
Variation
Flow
Elements of Document Architecture
Physical Properties
Text and Typography
Titles and Headings
Captions
Headers and Footers
Lists
Line Length, Spacing, and Justification
White Space
Summary
Concept Review
Case Study
Cases on the TCTC Web Site
Video Case
Writing Scenarios
Problem Solving in Your Writing
Chapter Nine: Revising, Rewriting, and Editing
Chapter Learning Outcomes
Real People, Real Writing
Introduction
Revising
Rewriting
Editing
Guidelines for Revising
Get an Overview
Trim the Fat
Revising for Clarity
Revising for Concision
Revising for Style
Revise for Tone
Revising for Visuals
Revising for Consistency and Integrity
Revising for Timeliness
Guidelines for Rewriting
Work from Large to Small
Consider Your Audience
Consider Your Purpose
Consider the Format
Consider the Ethical Dimensions Guidelines for Editing
General Proofreading and Editing Guidelines
Editing for Grammatical and Punctuation Correctness
Editing Alone or in Groups
Technology
Highlighting Sentences
Removing Text
Cut, Copy, and Paste
Visuals and Character Insertion
Language tools
Document Design
Summary
Concept Review
Case Study
Case Studies on the TCTC Web Site
Video Case
Writing Scenarios
Problem Solving in Your Own Writing [PSA LOGO]
Chapter 10: Usability
Chapter Learning Outcomes
Real People, Real Writing
Introduction
Usability in the Workplace
Where Usability Testing Takes Place
In the Lab
Outside the Lab
Field Testing
Planning, Conducting, and Reporting Usability Tests
Establish a Team
Define Parameters of the Test
Define the User Profile
Establish Issues and Goals of the Test
Write the Test Plan
Recruit and Screen Participants for Test
Conduct the Usability Test
Collect Data from Test
Administer Post-Test Questionnaires to Participants
Analyze Findings
Report the Results and Make Recommendations
Ethical Considerations in Usability Testing
Briefing Participants about the Test Process
Creating Unbiased Questionnaires
Consent and Nondisclosure Forms
Visits "In the Field"
Website Usability
Chapter Summary
Concept Review Questions
Case Study
Cases on the TCTC Web Site
Video Case
Writing Scenarios
Chapter 11: Email and Memos
Chapter Learning Outcomes
Real People, Real Writing
Introduction
Level of Formality
Introductory and Concluding Information
Level of Detail
Basic Elements of Email Messages
Subject Lines
Recipients
Message Content and Length
Paragraph Length and Spacing
Other Formatting Issues
Signatures
Attachments
Electronic Messaging
Basic Elements of Memos
Content
Length and formatting
Design features
Situations Requiring a Memo
Choosing Between Email and a Memo
Chapter Summary
Concept Review Questions
Case Study Exercise
Cases on TCTC Website
Video Case
Writing Scenarios
Problem Solving in Your Writing
Chapter 12: Letters
Chapter Learning Outcomes
Real People, Real Writing
Introduction
Basic Elements of Letters
Heading or Letterhead
Date
Recipient's or Inside Address
Salutation or Greeting
Introductory Paragraph
Body Paragraphs
Concluding Paragraphs
Closing Phrase or Complementary Close
Signature
Additional Page Headers
Additional Features
Introducing Line
Typist's Initials
Enclosure Line
Distribution Line
Formats for Letters
Block Style
Modified Block Style
Patterns for Organizing a Letter
Positive Messages
Negative Messages
Persuasive Messages
Chapter Summary
Concept Review Questions
Case Study Exercise
Cases on TCTC Website
Video Case
Writing Scenarios
Problem Solving in Your Writing
Chapter 13: Finding and Obtaining Employment
Chapter Learning Outcomes
Real People, Real Writing
Introduction
Preparing for a Job Search
Gather Information through Library, Internet, or Placement Center Research
Gather Information through Interviews
Gather Information through Professional Organizations, Meetings, Email Lists, and Electronic Bulletin Boards
Apply for Work-Study, Internship, or Volunteer Programs Related to your Career
Begin a Working Resume (or a Personal Data File)
Are You a Job Hopper?
Request Letters of Recommendation and References
Begin Compiling a Dossier or Portfolio
Begin your job Search
Creating Employment-Related Documents
Recommendation Request Letters
Letters of Inquiry
Resumes
Online Resumes
Scannable Resumes
Ethics and Resumes
Job Application Cover Letters
Preparing for Job Interviews
Gathering Information
Anticipating Questions
Mock Interviews
Participating in Job Interviews
Beginning of Interview
Middle of Interview
Conclusion of Interview
Follow-up letters
Negotiating and Accepting Job Offers
Job Acceptance and Rejection Letters
Acceptance Letters
Rejection Letters
Summary
Concept Review
Case Study
Cases on the TCTC Web Site
Video Case
Writing Scenarios
Problem Solving in Your Writing
Chapter 14: Technical Definitions Chapter Learning Outcomes
Real People, Real Writing Introduction
Dictionary Definitions Kinds of Definitions Definitions that Describe Definitions that Compare & Contrast Definitions that Classify Definitions that Provide Examples Definitions that Illustrate with Visuals Writing Definitions and the Problem-Solving Approach
Plan Research Draft
Revise
Distribute
Defining Symbols and Signs
Ethics and Definitions
Full Disclosure
Appropriate Style
Common Mistakes in Creating Definitions
Chapter Summary
Concept Review Questions
Case Study
Video Case Studies
Writing Scenarios Problem Solving in Your Own Writing
Chapter 15: Technical Descriptions
Chapter Learning Outcomes
Real People, Real Writing
Introduction
Technical Specifications
Components of Technical Descriptions
Introduction of a Technical Description
Background
Parts and Characteristics
Visuals in Technical Descriptions
Composing Technical Descriptions
Descriptive Detail
Organizing Technical Descriptions
Headings
Parts Lists
Ethics
Objectivity
Audience Analysis
Alerts
Usability Testing
Summary
Concept Review Questions
Case Study
Cases on the Web
Video Case
Writing Scenarios
Problem Solving in Your Own Writing
Chapter 16: Websites and Online Environments
Learning Outcomes
Real People, Real Writing
Introduction
Basic Differences Between Writing a Website and Writing a Print Document
Size and Dimension
Navigational Features
Visual Components
Multimedia
Accessing Speed
Intranet and Internet Web Pages
Intranet Web Pages
Internet Web Pages
Web Terminology
Web Page
Web Browser
URL
Home Page
Hypertext
Link
Interface
Navigation
Search Engine
Site Architecture
Site Map
Server space
Cookies
Web Technologies
HTML
XHTML
Tables and Frames
CSS
Web Authoring Software
Javascript
CGI
CMS
Plugins
Ethics
Accessibility
Maintaining Company Image
Informing the General Public
Standard Web Page Guidelines
Continuity and Branding
Navigation
Splash Page
Home Page
Nodes
Sub Page
Search Optimization and Meta-tags
FAQ
Site Map
Color
Organizing a Website
Web Sites and Usability
Navigation:
Content
Visuals
Other
Summary
Concept Review Questions
Case Study
Cases on the TCTC Web Site
Video Case
Writing Scenarios
Problem Solving in Your Writing
Chapter 17: Technical Instructions
Chapter Learning Outcomes
Real People, Real Writing
Introduction
Ethics
General Guidelines for Technical Instructions
Organizing Instructions
General Overview
Title/Title Image
Byline
Date
Introduction to Instructions
Alerts/Special considerations
Equipment Needed/Tools
Parts Lists
Steps
Conclusion
The Quick Reference Card
Help Pages
Be Concise
Be Clear
Be Thorough
Be Direct, but Be Friendly
Provide Examples
Provide Links
Make it Searchable
Final Words on Help Pages
Usability
Design
Summary
Concept Review Questions
Case Study
Cases on the Web
Video Case
Writing Scenarios
Solving Problems in Your Own Writing
Chapter 18: "Manuals"
Chapter Learning Outcomes
Real People, Real Writing
Introduction
Types of Manuals
Policy Manuals
Procedures Manuals
Operations Manuals
Operators' Manuals
Owners' or Users' Manuals
Service and Maintenance Manuals
Training Manuals
Field Manuals
Lab Manuals
Manual Standards
General Guidelines for Manuals
Writers consider readers first and foremost when writing manuals
Writers understand the function and purpose of the manual
Writers develop detailed outlines and overviews of the manual before writing
Writers understand their information sources
Writers agree on divisions of labor in writing manuals
Writers consider the format in which the manual will be produced.
Writers test manuals through usability testing
Manual Organization
Front Matter
Body
Conclusion and End Matter
Usability
Updating
Single Sourcing
Manuals as Marketing and Public Relations
Ethics
Format and Design
Summary
Concept Review Questions
Cases on the Web
Video Case
Writing Scenarios
Solving Problems in Your Own Writing
Chapter 19: Proposals and Requests for Proposals (RFPs)
Chapter Learning Outcomes
Real People, Real Writing
Introduction
Types of Proposals
Internal and External
Sole-Source Contracts
Requests for Proposals (RFPs)
Reading RFPs
Writing RFPs
RFP Ethics and Professionalism
RFP Technology
World Wide Web
Databases and Lists
RFPs and Communications Technologies
PDFs
Forms
Proposals
Sales Proposals
Research and Grant Proposals
Writing a Proposal
General Guidelines for Writing Proposals
Proposals and Technology
Coffee Rings and Pretzel Crumbs
Summary
Concept Review Questions
Case Study
Case on the Web
Video Case
Writing Scenarios
Problem Solving in Your Writing
Chapter 20: Informal Reports
Chapter Learning Outcomes
Real People, Real Writing
Introduction
Informal Reports[dld1]
Progress Reports
Informal Lab Reports
Directives
Incident Reports
Composing Informal Reports
Plan
Research
Draft
Revise
Distribute
Ethical Issues in Report Writing
Summary
Concept Review Questions
Case Study
Cases on the TCTC Web Site
Writing Scenarios
Problem Solving in Your Own Writing
Chapter 21: Formal Reports
Chapter Learning Outcomes
Real People, Real Writing
Introduction
Recommendation Reports
Feasibility Reports
Evaluation Reports
Problem-Solving and Rhetorical Concerns in Formal Reports
Audience
Research
Visuals and Graphics
Collaborative
Drafting and Revising
Distributing
Components of Formal Reports
Front Matter
Body
Back Matter
Ethical Issues in Formal Report Writing
Chapter Summary
Concept Review Questions
Case Study
Video Case Studies
Writing Scenarios
Solving Problems in Your Own Writing
Chapter 22: Presentations
Chapter Learning Outcomes
Real People, Real Writing
Introduction
Informal Presentations
Formal Presentations
Preparing for a Presentation
Identifying your Audience
Assessing the Physical Context
Determining Time
Gathering and Evaluating the Information
Choosing the Appropriate Visual Aids
Creating Effective Visuals
Additional Suggestions for Creating Presentation Slides
Planning Your Speech
Organizing your Presentation
Delivering a Presentation
Vocalization
Body Language
Fielding Questions
Summary
Concept Review
Case Study
Cases on the TCTC Web Site
Video Case
Writing Scenarios
Problem Solving in Your Writing
Appendix A: Grammar Handbook
Appendix B: Documentation
Index
