Technical Communication

1. Technical Communication • What is technical/professional communication? • What does it mean to write clearly and correctly? • What does it mean to write concisely? • What is a problem-solving approach to writing? • What part does audience awareness play in technical writing?

2. What is being said? • In the event that an operator is occupied with the operation of the vehicle, it is recommended for reasons of safety that the operator discontinue use of any communication device in order to ensure that focus and attention are paid to the operation of the vehicle and not to the communication device.

3. Technical and Professional communication • Communication about complex, highly detailed problems, issues or subjects in the professional world. It helps audiences visualize and understand information so they can make informed and ethical decisions or take appropriate and safe actions.

4. Where do we find it? • Everywhere! • Street signs • Nutritional information • Instructions on how to hook up your flat screen TV • Computer manuals • Detailed reports • NASA specifications

5. Workplace writers • Create texts for multiple audiences • Make complex information understandable • Serve as a bridge among audiences • Solve problems • Work with and in technology • Are research oriented • Are aware of real world consequences of actions

6. Workplace problems • Ones needing information and action to solve • Examples: • Ones needing specific forms of communication for specific audiences • Examples:

7. Technical documents • Emails and memos • Definitions • Websites • Manuals • Proposals • Informal reports • Formal reports

8. PSA: Problem Solving Approach • Plan • Research • Draft • Revise • Distribute

9. PSA: Problem Solving Approach • Plan • Describe problem • Establish goals • Identify audiences/stakeholders • Consider persuasion strategies • Determine depth and breadth of information needed

10. PSA: Problem Solving Approach • Research • Gather information • Organize in systematic manner • Assess depth and breadth of research

11. PSA: Problem Solving Approach • Draft • Design the document • Parallel sections • Planned redundancy • Integrate visuals • Check for holes

12. PSA: Problem Solving Approach • Revise • Test usability • Solicit feedback • Revise based on feedback • Edit

13. PSA: Problem Solving Approach • Distribute • Confirm format with audience • Send • Follow up • Assess success of document

14. What’s wrong with this memo? Lately I have received several complaints from our employees about the insurance provider for Greenleaf’s Café, and I know of two other KC managers who have experienced the same kinds of complaints. There are miscellaneous little problems, such as having to use generic medicines. But there are other problems too. The morale of our employees is suffering, and the Greenleaf Café chin should consider changing insurance providers because the current one, Centennial Insurance Company, is not good at paying for doctor visits that are supposed to be covered. The insurance plan is also expensive for both the Greenleaf company and the Greenleaf employees, but the service is poor. I have also received frequent complaints about Centennial not paying on time when they do pay. They are also cutting back on the services they cover. Therefore, I am asking you , as District Manager, to ask Café headquarters about looking into other insurance providers.

15. PSA • Go back to the memo and use the PSA approach to rewrite it • Plan—purpose, audience • Research—data, case studies • Draft--organize • Revise—usability, feedback • Distribute—follow up

16. Rhetoric • Aristotle: available means of persuasion • Zeno: open hand that allows options • Nonlinear: multiple possible solutions • Consider: exigency, audience needs, writer’s goal, writer’s credibility

17. World Wide Web • Access • Storage • Multimedia Use • Transmission • Collaboration