Technical Communication:International Edition

<>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?


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

List of contents

** indicates new material
 
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
Know What Different Audiences Expect
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.  Being Persuasive
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 
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 We...

Summary

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.

 

Product details

• Authors: John M. Lannon
• Publisher: Pearson Academic
• Languages: English
• Product format: Paperback / Softback
• Released: 01.01.2010
• EAN: 9780205821822
• ISBN: 978-0-205-82182-2
• No. of pages: 800
• Series: Longman; Longman