Hein defines culture and its impact on communication:. Our accumulated knowledge and experiences, beliefs and values, attitudes and roles-in other words, our cultures-shape us as individuals and differentiate us as a people. Our cultures, inbred through family life, religious training, and educational and work. manifest themselves in our thoughts and feelings, our actions and reactions, and our views of the world. Most important for communicators, our cultures manifest themselves in our information needs and our styles of communication our expectations as to how information should be organized, what should be included in its content, and how it should be expressed.

Cultures differ over which behaviors seem appropriate for social interaction, business relationships, contract negotiation, and communication practices. An effective communication style in one culture may be offensive elsewhere. For example, one survey of top international executives reveals the following attitudes toward U. communication style Wandycz :. Southeast Asia: "To get my respect, American business [people] should know something about [our culture]. But they don't. In addition to being broadly accessible, any document prepared for a global audi-ence must reflect sensitivity to cultural differences. For more on cross-cultural communication, see Chapters 3 and 5. At one IBM subsidiary, for example, 25 percent of an employee's evaluation is based on how effectively that person shares information Davenport Even if you don't anticipate a "writing" career, expect to be a part-time technical communicator, who will routinely face situations such as these:.

As a medical professional, psychologist, social worker, or accountant, you will keep precise records that are, increasingly, a basis for legal action. As a manager, you will write memos, personnel evaluations, inspection reports, and give oral presentations. As a lab or service technician, you will keep daily activity records and help train coworkers in installing, using, or servicing equipment. As an engineer or architect, you will collaborate with colleagues as well as experts in related fields before presenting a proposal to your client. For example, an architect's plans are reviewed by a structural engineer who certifies that the design is sound.

As an employee or intern in the nonprofit sector an environmental group or a government agency , you will research important topics and write bro-chures, press releases, or handbooks for clients. The more you advance in your field, the more you will need to share information and establish contacts. Managers and executives spend much of their time nego-tiating, setting policies, and promoting their ideas-often among diverse cultures around the globe. In addition, most people can expect to work for multiple different employers throughout their career. Each employer will have questions such as the following:. Can you research information, verify its accuracy, figure out what it means, and shape it for the reader's specific purposes? These are among the portable skills employers seek in today's college graduates-skills all related to communication. Full-time technical communicators serve many roles.

Trade and professional or-ganizations employ technical communicators to produce newsletters, pamphlets, journals, and public relations material. Many work in business and industry, preparing instructional material, reports, proposals, and scripts for industrial films. They also prepare sales literature, publicity releases, handbooks, catalogs, brochures, Web pages, intranet content, articles, speeches, and oral and multime-dia presentations. Technical communicators also do other work. For example, they edit reports for punctuation, grammar, style, and logical organization. They may also oversee pub-lishing projects, coordinating the efforts of writers, visual artists, graphic designers, content experts, and lawyers to produce a complex manual or proposal. Given their. broad range of skills, technical communicators often enter related fields such as pub-lishing, magazine editing, Web site management, television, and college teaching.

Almost any fo rm of technical communication displays certain shared fea tures: The communication is reader-centered , accessible and efficient, o ften produced by teams, and delivered in both paper and digital versions. Unlike poetry, fiction, or college essays, a technical document rarely focuses on the writer's personal thoughts and feelings. This doesn' t mean that your document should have no personality or voice , but it does mean that the needs of your read-ers come fi rst. Workplace readers typica lly are interested in "who you are" only to the extent that they want to know what you have done, what you recommend, o r how you speak fo r your co mpany. Reader-centered documents focus on what people need to learn, do, o r decide. Readers expect to fi nd the information they need and to get questions answered clearly. For instance, the document shown in Figure 1.

Instead of long technical passages, the content is presented in short chunks, in the form of questions that readers might ask. An accessible and efficient technical document includes elements such as those d isplayed in Figure 1. effective v isuals- clarify concepts and relationships, and substitute for words whenever possible. effective page design- provides heads, lists, type styles, while space, nnd other aids to navigation. supplements abstract, appendix, glossary, linked pages, and so o n -allow readers to focus on the specific parts o f a long document that are releva nt to their purpose. Accessible, efficien t communication is no mere abstract notion: In the event of a lawsuit, faulty writing is treated like any other fa ulty product. If your inaccurate,. unclear, or incomplete info rmation leads to inju ry, damage, or loss, you and your company or organization can be held responsible. l11formatio11 desig11er Nathan Sl1edrojf rei11ds 11s that, while clarity makes i11formatio11 easier to u11dersta11d, simplicity is "ofte11 respo11sible for the 'dumbing dow11' of i11formatio11 rather tlia11 the illui11atio11 of it" The "sod bytes" that often masquerade as network news reports serve as a good case i11 poi11t.

Often Produced by T earns Technical documents are often complex. Instead of being produced by a lone writer, complex documents usualJy are created by teams composed of writers, Web designers, engineers or scientists, managers, legal experts, and other profes-sionals. The teams might be situated at one site or location or distributed across different job si tes, time zones, and countries. Technical documents can be delivered in a variety of media such as print hard copy , CDs, Web pages, PDF documents, ebooks, podcasts, and online videos. ln fact, distinctions between print and digital communication are becoming blurred. Figure 1. Techn ical communicators must write well but must also be able to think about page design and media choices. NOTE Jn many cases, pri11t documents are still the basis for muc11 of a copa11y's commicatio Despite coied ndva11ces i11 electro11ic coicatio11, paper is goi11g away. Most fo rms of technical communication address one of three primary purposes: I to anticipate and answer questions inform your readers ; 2 to enable people to perform a task or follow a procedure instruct your readers ; or 3 to influence people's thinking persuade your readers.

Often, as in Figure 1. In formational documents are designed to inform- to provide information that answers readers' questions clearly and efficiently. It is designed fo r a wide audience of readers who may know little about the topic. I I I ENERGY STAR. f""ro-ttl Prottcr. m:I l'f~I CU Frequently Asked Questions. Why should pooole use CFLs? Switching from trad11JOMI light bulbs called lllC3ndescenl to CFLs Is an otfectJVe. simple change eveiyone in America can mnke nght now. Making this change will help to use less electricity at homo and pcovont grocnhouso gas olTllssions that lend to global climate change. Lighting accounts for closo to 20 percent or tho average homos electric bdl. ENERGY STAR qualified CFLs uso up to 75 percent loss energy eloctnc:rty than 1ncand-t r.

gtlt bulbs. last up to t O bmes longer. cost bttle up front. and provide a qUICk return on investment. If ovory homo In Amorlca replacod just one incandescent fight bulb with an ENERGY STAR quahfiod CFL. In one yoar ft would sovo enough onorgy to fight more Uian 3 million homos. That would provont tho relonse ol groenhouso gas omlsslons O or CF Ls: It allows the bulb to bo an efficient light source. No mercury Is roleasod when lho bulbs aro lntaC1 nol broken or In uso. lost makers ol llght bulbs have roducod morwry In their ftuorescent r.

Me as rt is used EPA es11ma1es that the rest of the merwry within a CFL - allou percent -is released into air or water when rt is sent to a landfol. ng the light bulb IS broken. as a worst case} - they would add 0. mercury omisSlOns caused by humans. How do CFLs rosy!! In loss moccyry In tho ooyjronmoot compared to tradl! lonal light. CFLs use toss electnoty than Incandes-cent fights. moaning CFLs reduce lho amount or mercury into the enronmen1. As shown In the 1ablo below. a wau. lhus avoiding 4. If the bulb goos to a landfill. overall emissions savings would drop a l11t to maximize mercury savings. Table 1 Light Bulb Watts Houra of Uao kWh National Average Mercury from Mercury From Tot. FIGURE 1. Source: U. Environmental Protection Agency Energy Star, a joint program of tho U.

Environmental Protection Agency and the U. Department of Energy. Because CF Ls also help lo reduce greenhouse gasses, olher pollutants associated with eleclricity pII your state 0t local enwonmental regulaiory agency permits you to put used Ot broken CFLs tn the garbage. seat the bulb in 'M plas! IC bags and put 11 tnto the outside trash. Never send a ftuoresceru light bulb or any othef mercut "COtltatnong product to an inaneratOt. II your ENERGY STAR qualdied CFL product burns out oor0te rt should, look at tho CFL base to find the manufacture s name. Vlsrt the manufacture s web site to find tho customer sorvico contact 1r1f0tmallon to 1nqu"e aboot a relund 0t replacement. Documents that Persuade Persuasion encourages people to take a desired action.

While some documents such as a sales letter are explicitly persuasive, even the most technical of docu-ments can have an implicitly persuasive purpose. The bar graph in Figure J. Whether you are a full-time communication professional or an engineer, nurse, scientist, technician, legal expert, or anyone whose job requires writing and commu-. nicating, the main question you face is this: "How do I prepare the right document A main quest ion for this group of readers and this particular situation? Other chapters in this book break down the process in more detail. Tn Chapter 2, for example, you will learn about analyzing the audience and purpose for any docu-ment and situation. Later, you will see examples of document types typically used in workplace environments.

But regardless of the type, producing an effective docu-ment typically requires that you complete the four basic tasks depicted in Figure 1. Deliver in fo rmatio n readers can use-because different people in different situations have different information needs. Chapter 2. Use persuasive reasoning-because people often disagree about what the information means and what action should be taken. Chapter 3. Weigh the ethical issues-because unethical communication lacks credibility and could alienate readers. Chapter 4. Practice good teamwo rk-because working in teams is how roughly 90 percent of U. workers spend some part of their day "People" Chapter 5.

The short cases that follow illustrate how a typical professional confronts these tasks in her own day-to-day com munication on the job. Sarah Burnes was hired two months ago as a chemical engineer for Mill isun, a leading maker of cameras, multipurpose film, and photographic equ ipment. Sarah's first major assignment is to evaluate the plant's incoming and outgoing water. Waterborne contaminants can taint film during production, and the produc-tion process itself can pollute outgoing water. Management wants an answer to this question: How often should we change water filters? The filters are expensive and hard to change, halting production for up to a day at a time. The company wants as much "mileage" as possible from these filters, without either incurring government fines or tainting its film production. Sarah will study endless printouts of chemical analysis, review current research and government regulations, do some testing of her own, and consult with her col-leagues.

When she finally determines what all the data indicate, Sarah will prepare a recommendation report for her bosses. Later, Sarah will collaborate with the company training manager and the main-tenance supervisor to prepare a manual, instructing employees on how to check and change the fi lters. To cut publ ishing costs, the company has asked Sarah to design and produce this manual using its desktop publishing system. Sarah's report, above all, needs to be accurate; otherwise, the company gets fined or Jowers production. How will I organize the m. Millisun and other electronics producers are located on the shores of a small harbor, the port for a major fishing fleet. For twenty years, these companies have discharged effluents containing metal compounds, PCBs, and other toxins directly into the harbor.

Sarah is on a multicompany team, assigned to work with the Environmental Protection Agency to clean up the harbor. Much of the team's collaboration occurs via email. Enraged local citizens are demanding immediate action, and the companies themselves are anxious to end th is public relations nightmare. But the team's analysis reveals that any type of cleanup would sti r up harbor sediment, possibly dispersing the solution into surrounding waters and the atmosphere. Many of the contaminants can be airborne. Premature action might actually increase danger, but team members disagree on the degree of risk and on how to proceed. Sarah's communication here takes on a persuasive dimension: She and her team members first have to resolve their own disagreements and produce an environmental impact report that reflects the team's consensus. If the report rec-ommends further study, Sarah will have to justify the delays to her bosses and the public relations office.

She w. technical communication 13th edition. Home Documents Technical Communication 13th Edition. Match case Limit results 1 per page. Post on Nov Category: Documents 1. The topics move from basic foundational concepts, to chapters on research, visuals, style, document design, usability, and finally to specific documents basic workplace correspondence to more complex documents, technologies, and oral presentations. The appendix includes thorough coverage of MLA, APA, and CSE Council of Science Editors documentation styles, and a handbook of grammar, mechanics, and usage. All descriptions of and instructions for creating technical documents are accompanied by clear, annotated model documents.

In addition, graphic illustrations appear throughout the book to make abstract concepts easy to understand. Checklists and Projects provide plentiful opportunities to learn and reinforce chapter topics. About the AuthorJohn Lannon is Professor Emeritus and former Director of Writing at the University of Massachusetts Dartmouth, where he developed the undergraduate major in professional writing and later co-developed the M. program in professional writing. He has also taught at Cape Cod Community College, University of Idaho, Southern Vermont College, and University of Strasbourg. He has authored and coauthored five major textbooks in business communication, rhetoric, and technical communication, book reviews, filmstrips, and environmental documents and instructional software. He is the recipient of an NDEA Fellowship and Fulbright Lectureship. He holds a B. and Ph. from the University of Massachusetts Amherst. His initial training and work was in biomedical science and technology with the USAF.

He has served as a communications consultant for various companies and government institutions. He worked seven years in medical laboratories. Laura J. Gurak is professor and founding chair of the Department of Writing Studies at the University of Minnesota. She holds an M. in technical communication and a Ph. in communication and rhetoric from Rensselaer Polytechnic Institute. She is author of two books from Yale University Press , , the earlier of which was the first book-length work to study online communities and Internet-based social actions. Gurak has authored and coauthored five textbooks in technical communication published by Pearson. She has worked as a technical writer and communications consultant for various companies and organizations. Lannon University of Massachusetts, Dartmouth Laura J. Llbrary of Congress Cataloging-in-Publication Data Lannon, John M.

Copyright , , by John Michael Lannon All rights reserved. igure QG. WHAT'S NEW IN THIS EDITION? Students wiU benefit from a variety of new content and features in this edition, including Throughly revised chapter on social media, with updated coverage of using Facebook on the job, using Linkedln fo r networking, using customer review sites such as Yelp! Updated chapter on email, with a brand new section on using text messaging on the job. xxi Preface Expanded coverage of plagiarism to highlight the ethical importance of avoiding intentional or unintentional plagiarism on the job. New section on style, tone, and email to help students avoid unprofessional email habits. These include the following: Complete coverage for any course in technical communication, business communication, or professional writing.

Technical communication is ultimately a humanistic endeavor, with broad societal Preface impact-not just a set of job-related transcription tasks. Following are the five major parts of the book: Part I: Communicating in the Workplace treats job-related communica-tion as a problem-solving process. Chapters on Preface email and text messaging, Web pages, and social media emphasize the impor-tant role of digital communication in today's workplace. Marginal notes summarize larger chunks of information to reinforce key chapter concepts. For Students MyTechCommLab. This dynamic, online version of the text Preface includes marginal icons that link students to additional resources located on MyTechCommLab, such as interactive model documents, instructional vid-eos, and podcasts. Jarosz, Delta College; Jeanette Jeneault, Syracuse University: Jack Preface Jobst, Michigan Technical University; Christopher Keller, University of Hawaii at Hilo; Kathleen Kincade, Stephen F.

For this edition, we are grateful for the comments of the following reviewers: Dana Anderson, Indiana University; Jeanelle Barrett, Tarleton State University; Michael Creeden, Florida International University; Madelyn Flammia, University of Central Florida; Ian Granville, University of Florida; Ava Lunsford, San Jacinto Preface College; Manuel Martinez, Santa Fe College; William Matter, Richland College; Nancy Riecken, Ivy Technical Community College; and Nicole Wilson, Bowie State University. Lannon and Laura J. Gurak What Is Technical Communication? Technical Communication Is a Digital and a Human Activity Technical Communication Reaches a Global Audience Technical Communication Is Part of Most Careers Technical Communicators Play Many Roles Main Features of Technical Communication Pu rposes of Tech nical Communication Preparing Effective Technical Documents Projects "Writing is essential to my work. People make information meaningful by thinking critically and addressing questions that no computer can answer: Which information is relevant to this situation?

Can I verify the accuracy of this source? What does this information mean? What action does it suggest? How does this information affect me or my colleagues? With whom should I share it? How might others interpret this information? Hein defines culture and its impact on communication: Our accumulated knowledge and experiences, beliefs and values, attitudes and roles-in other words, our cultures-shape us as individuals and differentiate us as a people. Our cultures, inbred through family life, religious training, and educational and work Technical Communication Is Part of Most Careers experiences communication style Wandycz : Latin America:" Americans are too straightforward, too direct. It's always about how [Americans] know best. Even if you don't anticipate a "writing" career, expect to be a part-time technical communicator, who will routinely face situations such as these: As a medical professional, psychologist, social worker, or accountant, you will keep precise records that are, increasingly, a basis for legal action.

As a scientist, you will report on your research and explain its significance. As an attorney, you will research and interpret the law for clients. How various cultures view U. communication style Most professionals serve as part-time technical communicators Employers seek portable skills What technical communicators do Related career paths CHAPTER 1 Introduction to Technical Communication As an engineer or architect, you will collaborate with colleagues as well as experts in related fields before presenting a proposal to your client. Each employer will have questions such as the following: Can you write and speak effectively? Can you work on a team, with people from diverse backgrounds? Can you get along with, listen to, and motivate others? Are you flexible enough to adapt to rapid changes in business conditions and technology?

Can you market yourself and your ideas persuasively? Are you ready to pursue lifelong learning and constant improvement? Given their Main Features of Technical Communication broad range of skills, technical communicators often enter related fields such as pub-lishing, magazine editing, Web site management, television, and college teaching. Books Video icon An illustration of two cells of a film strip. Video Audio icon An illustration of an audio speaker. Audio Software icon An illustration of a 3. Software Images icon An illustration of two photographs. Images Donate icon An illustration of a heart shape Donate Ellipses icon An illustration of text ellipses. Internet Archive Audio Live Music Archive Librivox Free Audio. Featured All Audio This Just In Grateful Dead Netlabels Old Time Radio 78 RPMs and Cylinder Recordings. Metropolitan Museum Cleveland Museum of Art.

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But the team's analysis reveals that any type of cleanup would sti r up harbor sediment, possibly dispersing the solution into surrounding waters and the atmosphere. Sangeeta Sharma would like to acknowledge her husband Suresh Sharma for being a pillar of support at all times and her children Amrit and Anuj for innocently enquiring about the progress of the book and reminding her to complete the task. Instead of being produced by a lone writer, complex documents usualJy are created by teams composed of writers, Web designers, engineers or scientists, managers, legal experts, and other profes-sionals. Bar graph provides an informative and persuasive function Instructions are easy to follow Enable your readers to perform certain tasks CHAPTER 1 Introduction to Technical Communication Figure 1 Total Mercury Emissions, CFLs and Incandescent 60 wntt lncandoacont 13wattCFL 2 Because CF Ls also help lo reduce greenhouse gasses, olher pollutants associated with eleclricity pII your state 0t local enwonmental regulaiory agency permits you to put used Ot broken CFLs tn the garbage. has also become very popular these days to stay connected to prospective clients or employers.

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