Technical Communication Exam Notes
Chapter 1: Introduction to Technical Communication
Definition of Technical Communication
Technical communication is the exchange of information that helps individuals interact with technology and solve complex problems.
Information must be technically accurate and easy to understand for effective interaction with technology.
Importance of Technical Communication
Serves various needs in different settings, adapting to audience and situation.
Critical Thinking in Technical Communication
Human Activity: Involves critical thinking about information relevance and accuracy.
Questions to Consider:
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?
Global Outreach of Technical Communication
The global community is interconnected via technology, sharing social, political, and financial interests.
Technical documents must reflect global and intercultural diversity, acknowledging differences in social interaction and communication practices.
Role in Careers
Technical communication skills are essential across most professions and are continuously evaluated.
Skills such as effective writing, speaking, researching, working in teams, and persuasive communication are portable and valuable.
Roles of Technical Communicators
Full-time technical communicators undertake various roles including:
Producing newsletters, pamphlets, and journals
Preparing instructional material, reports, proposals, and scripts
Creating sales literature, publicity releases, handbooks, catalogs, brochures, Web pages, intranet content, articles, speeches, and multimedia presentations.
Main Features of Technical Communication
Reader-centered: Tailored to the audience’s needs.
Accessible and efficient: Information should be easy to find and use.
Team-produced: Often developed by teams to harness diverse skills.
Format: Delivered in both paper and digital versions.
Purposes of Technical Communication
Serves typically three overlapping purposes:
To inform: Provide information that anticipates and answers readers’ questions.
To instruct: Guide readers in completing tasks.
To persuade: Motivate or influence readers’ decisions.
Preparing Effective Technical Documents
Core question: "How to prepare the right document for this audience and situation?"
Basic tasks of effective technical communicators:
Deliver usable information.
Use persuasive reasoning.
Weigh ethical issues.
Practice good teamwork.
Examples of Technical Communication
Flowcharts and posters serve to inform, instruct, or persuade, depending on their design and intended audience.
Chapter 2: Meeting the Needs of Specific Audiences
Understanding Audience in Technical Communication
All technical communication is created with an intended audience.
Importance of Audience: Understanding the audience is key before starting to write to ensure the material is tailored correctly.
Analyzing the Document’s Audience and Purpose: Key Questions to Consider
Main Audience: Identify who will mainly use the document.
Other Readers: Consider who else may read the document.
Audience Relationship: Assess the relationship dynamics with the audience.
Information Needs: Determine what information is essential for the audience.
Technical Familiarity: Gauge how familiar the audience is with technical details.
Cultural Representation: Recognize the cultural backgrounds of your audience and how they shape expectations.
Viewing Medium: Identify how the material will be accessed (computer, phone, paper).
Audience Dynamics: Primary and Secondary Audience
Primary Audience: Direct readers who require the information immediately.
Secondary Audience: Individuals who may not need the information directly but could still be impacted or interested.
Relationship Assessment
Understand the role of your audience (superiors, colleagues, subordinates).
Consider whether they are from within or outside the organization.
Acknowledge personal relationships and their potential impact on reception (welcome vs. resist).
Document Purpose: Key Components of Purpose
Clearly define the main purpose of the document.
Identify any secondary purposes the document serves.
Understand how readers are expected to use the information provided.
Primary vs. Secondary Purpose
Primary Purpose: The document's main goal, such as to inform, instruct, or persuade.
Secondary Purpose: Additional objectives the document might fulfill (e.g., providing background information).
Intended Use of the Document: Considerations for Document Use
Understand if readers seek only facts or if they require conceptual understanding.
Determine if the information is for immediate action or long-term reference.
Assess the need for detailed instructions vs. summarization based on audience needs.
Identify what the audience finds most important in the document.
Assessing Technical Background
Decide if the document should be highly technical, semi-technical, or non-technical based on the audience's expertise level.
Identifying Cultural Background: Cultural Considerations
Anticipate how cultural differences could lead to misunderstandings.
Seek to bridge these cultural differences by acknowledging varying expectations:
Direct vs. indirect communication styles
Formal vs. informal tones
Individual vs. group contributions
Anticipating Audience Preferences: Factors to Consider
Length and Details: Clarify expectations (short vs. comprehensive).
Format and Medium: Determine preferred document types (memo, report, email).
Tone: Assess expectations for formality of tone (formal, semiformal, informal).
Timing and Budget: Examine deadlines, milestones, and production budgets.
Developing an Audience and Use Profile
Create an Audience and Use Profile Sheet to concentrate on audience and purpose effectively.
Guidelines for Analyzing Audience and Document Use
Picture the ideal reader and their needs.
Conduct thorough research on the audience usage.
Start document planning with a clear audience and purpose statement.
Evaluate the audience's technical background and cultural expectations.
Anticipate audience reactions, questions, and preferences.
Review Questions
Who constitutes the main audience? Are there additional potential readers?
Define the primary and secondary purposes of the document.
Is the document aimed at experts, informed individuals, or non-technical users?
What cultural backgrounds does the audience represent?
Is the document culturally sensitive to avoid misunderstandings?
What are the audience's preferences regarding document length, format, and tone?
Chapter 3: Persuading Your Audience
Learning Objectives
Identify a specific persuasive goal.
Anticipate audience reactions to your message.
Understand that audiences may resist your arguments.
Choose an effective strategy for connecting with your audience.
Respect limitations when making an argument.
Support arguments with strong evidence and reasoning.
Understand cultural influences on persuasion.
Prepare a convincing argument.
Understanding Persuasion
Definition: Persuasion involves attempting to influence someone's actions, opinions, or decisions.
Context: Persuasion is a daily necessity in the workplace, applied across various communications.
Types of Persuasion
Implicit Persuasion
Assures readers of the accuracy and reliability of the information provided.
Implies that the writer possesses competence and knowledge.
Explicit Persuasion
Directly aims to persuade readers to adopt a specific viewpoint on a controversial issue.
Identifying Your Persuasive Goal
Establishing your goal is crucial before writing a persuasive document:
Influence people's opinions.
Gain support.
Submit a proposal.
Change behavior.
Predicting Audience Reaction
Audience reactions can vary based on personal factors like temperament and biases.
Anticipate defensive questions when challenging audience views:
"Says who?"
"So what?"
"Why should I?"
"What’s in this for me?"
"What will it cost?"
"What are the risks?"
Expecting Audience Resistance
Overcoming resistance is crucial; three reasons audiences may accept arguments include:
Compliance: Acceptance under pressure.
Identification: Personal agreement.
Internalization: Logical acceptance based on sound reasoning.
Aim for internalization for lasting acceptance.
Connecting with the Audience
Three Connection Strategies:
Power Connection: Establish authority or credibility.
Relationship Connection: Build rapport with the audience.
Rational Connection: Appeal to logic and reason.
Allowing for Give and Take
Present a balanced argument:
Consider both sides of the issue.
Explain reasoning and evidence for your stance.
Invite scrutiny and challenge to your ideas.
Responding to Opposing Views
When addressing opposition:
Try understanding their perspective.
Restate their position to ensure comprehension.
Seek agreement on actions to address differences.
Explore possible compromises.
Asking for a Specific Response
Be clear about your request when making an argument but remain mindful of audience limits:
Avoid requests that go beyond the audience's "latitude of acceptance."
Recognizing Constraints
Types of Constraints:
Organizational Constraints: Company rules limiting argument scope.
Legal Constraints: Laws affecting presentation of arguments.
Ethical Constraints: Honesty and fairness requirements.
Time Constraints: Timing of arguments impacting effectiveness.
Social/Psychological Constraints: Audience-specific limitations.
Supporting Your Claims
Persuasive arguments hinge on compelling evidence, which can include:
Factual statements.
Statistics.
Examples.
Expert testimony.
Consider the audience's goals and values to strengthen arguments.
Considering Cultural Context
Awareness that cultural customs influence persuasive reactions:
Recognize differences across cultures.
Understand the importance of saving face.
Educate yourself on various business customs.
Guidelines for Persuasion
Analyze the Situation
Assess the political climate and unspoken rules.
Decide on a connection strategy and anticipate audience reactions.
Develop a Clear and Credible Plan
Define a precise goal and conduct thorough research.
Evaluate your idea critically to ensure acceptance.
Prepare Your Argument
Clarify what you want to achieve:
Avoid an extreme persona.
Identify points of agreement with the audience.
Don't distort opposing positions; aim for understanding.
Concede points where appropriate.
Present claims you can substantiate with evidence.
Present Your Argument
Seek feedback on your document before release.
Choose the right timing, format, and medium.
Ensure all relevant parties receive the document.
Encourage responses and remain open to criticism.
Review Questions
Define persuasion.
Differentiate between implicit and explicit persuasion.
Explain the importance of identifying your persuasive goal and list four types of goals.
Describe three potential reactions to arguments.
What are the three types of audience acceptance?
Identify three types of audience connections.
Discuss the importance of allowing give and take.
List five constraints on arguments and explain their significance.
How can claims be convincingly supported?
How to ensure cultural context is considered in arguments?
Chapter 6: The Overview of TWP (Technical Writing Process)
The Technical Writing Process
The technical writing process includes components such as researching, planning, drafting, and revising, similar to other writing disciplines, but with notable differences:
Consultation with Experts
Research often involves discussions with technical experts.
Audience Analysis
Analyzing audience needs and expectations is crucial.
Workplace Dynamics
Navigating complex organizational settings and “office politics” is essential.
Collaboration and Document Review
Collaboration
Colleagues frequently collaborate in document preparation.
Document Review
Many workplace documents require careful review before release.
Document Formatting and Timing
Proper Formats
Ensuring the correct format (e.g., letter, memo, report) is essential.
Distribution Medium
Choosing the proper distribution medium (hard copy or digital) is crucial.
Deadlines
Deadlines often restrict preparation time.
Questions to Consider While Writing
Working with Ideas and Information
Have I defined the issue accurately?
Is the gathered information complete and reliable?
Can the information be verified?
What is the usefulness of the information?
Is there a balance of viewpoints?
What conclusions can be drawn?
Are there alternative interpretations possible?
Planning the Document
What is the primary goal of the document?
Who is the audience, and what are their needs?
What are the political realities affecting the document?
How will the document be organized and formatted?
What visuals should be used, if any?
Whom will I need assistance from?
What are the deadlines?
Drafting the Document
How should the document begin, and what comes next?
How much content is sufficient?
What content can be omitted?
Am I overlooking anything?
How should the document conclude?
Who will review the drafts?
Evaluating and Revising the Document
Does the draft meet its intended purpose?
Is the content useful and well-organized?
Is the writing style clear and readable?
Is the information easily accessible?
How appealing is the document format?
Is the chosen medium appropriate?
Is all information accurate and complete?
Is the information fair and honest?
Proofreading
Importance of Proofreading
Essential to eliminate basic errors that can distract readers.
Common errors to check for include:
Sentence errors
Punctuation errors
Usage errors
Mechanical errors
Format errors
Typographical errors
Guidelines for Proofreading
Save proofreading for the final draft.
Take a break before proofreading the final document.
Prefer working from a hard copy to catch errors.
Proceed slowly and Methodically.
Be especially alert to previously noted problem areas.
Proofread multiple times for thoroughness.
Never rely solely on computer checks.
Digital Technology and the Writing Process
Numerous digital tools exist that can support the technical writing process:
Brainstorming and storyboarding software.
Wikis and tracking systems.
Social media for research.
Flowcharting and mapping software.
Review Questions
What are the four stages of the writing process?
What are five questions to ask when working with ideas and information?
What are five questions to ask while planning the document?
What are five questions to consider during drafting?
What are five questions to evaluate and revise the document?
Why is proofreading important as a final step?
What are six types of errors to look for when proofreading?
When should you proofread?
How many times should you proofread?
What are three digital technologies that enhance the writing process?
Chapter 14: Email and Text Messages
Overview
Focuses on effective email communication in workplace settings.
Addresses ethical and legal implications of email and text messages.
Learning Objectives
Identify components of workplace emails: Understand structure.
Consider audience and purpose: Tailor emails accordingly.
Professional writing style: Maintain professional tone.
Choosing medium: Determine if email is appropriate for the message.
Ethical and legal considerations: Acknowledge implications of email use.
Global audience appropriation: Write suitable emails for diverse recipients.
Understanding text messaging: Learn its role and efficacy in workplace settings.
Email Communication in the Workplace
Primary Communication Tool:
Offers rapid responses and extensive reach.
Serves as documentation for tracking projects/issues.
Helpful across different time zones and work schedules.
Parts and Format of Email
Standard Elements:
Common fields: "To,” “From,” “Subject,” “cc,” and “bcc.”
Message Structure:
Introduction: Brief and direct.
Body: Clearly state the message and its purpose.
Conclusion: Summarize and include contact information.
Formality:
Start with appropriate salutation and end with a professional closing.
Include a signature block with sender details.
Audience and Purpose
Broader Reach of Emails:
Assume messages may go beyond intended recipients.
Specific Purpose:
Clearly outline the purpose and keep messages concise.
Ensure correspondence is work-related.
Email Style and Tone
Professionalism Required:
Respectful language is crucial; avoid blame.
Simplicity is Key:
Use email for straightforward messages; complex issues need different communication.
Choosing the Right Tool for Communication
Consider Alternatives:
Use face-to-face meetings or phone calls for sensitive topics.
Technical Limitations of Email:
Manage file sizes and keep attachments standard.
Ethical and Legal Email Issues
Archiving Emails:
Acknowledge that workplace emails can be permanent and public.
Ownership of Messages:
Company owns workplace emails; confidentiality is minimal.
Litigation Risks:
Emails could be submitted as evidence, revealing more than intended.
Global Considerations in Email Use
Rapid Global Communication:
Emails can be instantly accessed across the globe.
Clarity and Professionalism:
Keep messages simple and respectful.
Guidelines for Writing and Using Email
Audience and Purpose:
Tailor email content effectively; consider if a memo is more appropriate.
Response Management:
Check emails daily and ensure correct spelling for recipient names.
Formatting:
For brief messages, one paragraph is ideal; avoid indentation and large attachments.
Use default fonts for standard communications.
Style, Tone, and Interpersonal Issues
Subject Clarity:
Write clear and concise subject lines.
Politeness is Essential:
Maintain professionalism and avoid caps lock or excess abbreviations.
Proofreading:
Always check for errors before sending.
Global Considerations in Email
Cultural Sensitivity:
Steer clear of humor and idioms; simplicity aids translation.
Respectful Communication:
Approach recipients with careful consideration.
Text Messaging in the Workplace
Advantages of Texting:
Faster communication method; less intrusive than calls.
Suitable for quick questions but requires consideration of audience preference.
Inappropriate Uses:
Avoid texting for complex discussions or record-keeping.
Guidelines for Text Messaging
Professionalism Required:
Maintain brief and to-the-point messages; avoid excessive abbreviations.
Ending Conversations:
Know when to stop texting; address sensitive topics elsewhere.
Use In-House Tools:
Prefer organization-specific tools rather than personal phone texts.
Review Questions
What are two benefits of using email?
What are the standard parts of an email header section?
How should an email message be organized?
What appears at the very end of most email messages?
Why should emails be professional in style and tone?
What should be done if a situation becomes complicated?
What font is used for standard emails?
What should you assume about workplace emails?
What are benefits of texting in the workplace?
When is texting inappropriate?
Chapter 15: Workplace Memos and Letters
Learning Objectives
Understanding Memos:
Basics including audience and purpose
Parts and format of a standard memo
Proper tone in memos
Writing various types of memos (transmittal, summary, and routine miscellaneous)
Understanding Letters:
Basics including audience and purpose
Parts, formats, and design features of workplace letters
Proper tone in letters
Delivering bad or unwelcome news
Writing inquiry, claim, sales, and adjustment letters
Memos
Definition and Importance:
Used to remind, direct, instruct, inform, and request.
Signifies official communication, unlike emails.
Provides formal written documentation to trace decisions, responsibilities, and progress.
Considering Audience and Purpose
Identify various audience members.
Define your memo’s purpose:
Inform
Persuade or motivate
Announce bad news
Memo Parts and Format
Structure of a Memo:
Title "Memo" or "Memorandum" at the top.
Heading including recipient, sender, date, and subject.
Compact text focusing on one topic:
Short introduction
Address the main issue
Conclusion suggesting follow-up
Email Memos:
Use email header fields for information, and consider repeating "Memo" in the body.
Tone in Memos
Be mindful of tone when delivering news.
Direct approach for bad news (bottom line first).
Indirect approach to provide context before the bottom line.
Common Types of Memos
Transmittal Memo:
Accompanies materials like reports or proposals.
Summary Memo:
Documents meetings/conversations or recaps unresolved discussions.
Routine Miscellaneous Memo:
Covers a wide range of everyday topics.
Guidelines for Memos
Do not misuse memos; focus on one topic.
Be polite and respectful; balance formality with informality.
Maintain organizational sequence, use white space, headings, and visuals.
Check for spelling and grammar; initial printed copies.
Choose the appropriate distribution method.
Letters
Definition and Use:
More formal than memos/emails, suitable for personal correspondence, professional representation, and official notices.
Considering Audience and Purpose in Letters
Identify recipient’s relationship, need for information, formality expectations, and probable response.
Define desired recipient action post-reading.
Letter Parts
Standard Elements:
Heading and Date:
Use company or personal letterhead.
Inside Address:
Recipient’s address, flush left below heading.
Salutation:
“Dear [Name]:”
Text:
Organized introduction, body, and conclusion.
Complimentary Closing:
Corresponds to salutation level.
Signature:
Typed name with title.
Optional Elements:
Attention Line:
For organizations without known recipients.
Subject Line:
Captures reader’s attention.
Typist’s Notation:
For letters typed by someone else.
Enclosure and Copy Notations:
Postscript:
Highlights important points.
Formats and Design Features
Letter Format:
Block format is most common; all lines start at left margin.
Uniform Margins and Spacing:
Recommended margins and spacing for clarity and professionalism.
Envelope:
Quality envelope matching stationery.
Tone in Letters
Maintain a “you” perspective.
Be polite and tactful, using plain English.
Choose direct or indirect approaches based on recipient’s expected reactions.
Global and Ethical Considerations
Understand recipient’s culture to avoid misunderstandings.
Approach difficult subjects with honesty while maintaining sensitivity.
Guidelines for Letters
Determine if correspondence should be a letter, memo, or email.
Include necessary elements and maintain a professional tone.
Conveying Bad or Unwelcome News
Address challenging situations diplomatically.
Explain clearly and provide justifications or alternatives.
Common Types of Letters
Inquiry Letters:
Request information or responses.
Claim Letters:
Request adjustments or show dissatisfaction.
Sales Letters:
Persuade customers to purchase products/services.
Adjustment Letters:
Responses to claims, either agreeing or disagreeing with the claim.
Guidelines for Different Letter Types
Inquiry Letters:
Be timely and specific in requests.
Claim Letters:
Use direct or indirect approaches based on the claim’s nature.
Sales Letters:
Start with attention-grabbing statement; focus on recipient benefits.
Adjustment Letters:
Handle adjustments positively or courteously refuse, as necessary.
Review Questions
Key concepts regarding memos and letters, including their importance, parts, tone, and types.
Chapter 16: Résumés and Other Job-Search Materials
Learning Objectives
16.1 Identify your personal assets as a job applicant
16.2 Search for a job systematically (planning, focusing, exploring, and networking)
16.3 Create a reverse chronological or functional résumé
16.4 Write an effective solicited or unsolicited application letter
16.5 Submit appropriately formatted digital application materials
16.6 Prepare a dossier, portfolio, or e-portfolio
16.7 Succeed in a job interview and write professional follow-up correspondence
The Job Search
Competition: Many applicants compete for few openings in today’s job market.
Importance of Marketing Skills: Effective marketing of your skills is crucial whether you're applying for your first job or changing careers.
Standing Out: Differentiation at each stage of the application process is essential.
Assessing Your Skills and Aptitudes
Self-Assessment Questions:
Do I communicate and listen well?
Can I work well in groups with diverse backgrounds?
Do I have leadership experience or capability?
How well do I solve problems and perform under pressure?
Can I work independently with minimal supervision?
Do I have special skills (public speaking, technical skills, etc.)?
Would my hobbies improve my job prospects?
Do I prefer large or small organizations?
Am I open to travel or prefer a single location?
Researching the Job Market
Search Strategy:
Plan Strategically: Don’t dive into job searching without a structured approach.
Focus: Research industries of interest, identifying companies, and joining professional groups.
Explore Resources: Use online job portals, ads, professional organizations, and company openings for searching jobs.
Networking: Building connections through career counselors, recruiters, family, and online professional sites like LinkedIn is key to success.
Résumés
Definition: A résumé serves as a personal advertisement providing an overview to employers.
Impression Matters: Effective résumés should be visually appealing, easy to read, and honest, containing only relevant information.
Common Mistakes: Flaws like clutter, dishonesty, or lack of clarity can lead to résumé rejection.
Parts of a Résumé
Contact Information: Current phone number, email, and optional website.
Career Objective: Specific job goals tailored to each application.
Education: List the most recent schooling, institution, degree, and GPA/class rank if favorable.
Work Experience: Chronological list starting from the most recent job, detailing duties and achievements.
Personal Data and Interests: Relevant skills, awards, activities, and memberships.
References: List three to five professional references or state that they are available upon request.
Portfolios: Include a reference to a portfolio if it exists.
Using Templates
Templates: Utilize templates from word processing software or online job sites as a starting point, but ensure content meets audience and purpose.
Organizing Your Résumé
Resume Types:
Reverse Chronological: Best for candidates with substantial experience; focuses on job history.
Functional: Highlights skills over employment history; ideal for those with limited experience or gaps.
Guidelines for Writing and Designing Your Résumé
Preparation: Start your résumé before beginning the job search.
Customization: Tailor for each job; aim to limit to one page while maintaining clarity.
Language: Use action verbs and key terms appropriately.
Visual Design: Use formatting tools (bold, italics, bullets) for emphasis and readability.
Integrity: Never falsify information; proofread multiple times.
Application Letters
Purpose: Complements the résumé, explaining how the candidate’s credentials match the job and projecting professionalism.
Types:
Solicited: Written in response to an advertised position.
Unsolicited: Sent to an employer without a specific job opening.
Solicited Application Letters
Structure:
Introduction: Include job identification and background.
Body: Elaborate qualifications related to the job.
Conclusion: Reiterate interest and request further action (like an interview).
Unsolicited Application Letters
Structure:
Introduction: Connect with the company or make a strong statement.
Body: Relate qualifications to desired roles at the company.
Conclusion: Reaffirm interest and suggest next steps.
Guidelines for Application Letters
Customization: Use a prototype letter but adjust for each position.
Tone: Maintain an active voice, avoid vagueness and exaggeration, convey enthusiasm without flattery.
Quality: Do not settle for initial drafts; personalize all correspondence.
Digital versus Print Job Application Materials
Format: Typically submitted as PDFs or Word documents, often loaded onto job application websites.
Print Copies: Maintain hard copies as they may be requested by some employers.
Guidelines for Online Job Applications
Follow Instructions: Adhere to site directions; use PDFs unless stated otherwise.
Simple Design: Use basic formatting and a clean font; avoid personal info in public materials.
Dossiers, Portfolios, and E-Portfolios
Dossier Elements: Includes credentials, recommendations, and evidence of achievements.
Portfolio Composition: Consists of résumés, work samples, and pertinent job search materials.
Guidelines for Dossiers, Portfolios, and E-Portfolios
Introduction: Always have a mission statement.
Materials: Collect, assemble, and omit irrelevant items.
Interviews and Follow-Up Communication
Interview Purpose: Confirm positive impressions from application materials.
Preparation: Research the company and anticipate typical interview questions.
Follow-Up: Send thank you notes promptly and respond appropriately to job offers.
Guidelines for Interviews and Follow-Up Communication
Preparation Details: Confirm interview details, make a good first impression, and engage properly.
Communication: Maintain politeness and professionalism throughout the process.
Review Questions
What questions can help assess skills and aptitudes?
What methods are effective for researching the job market?
Define a résumé and list its parts.
Differentiate between a reverse chronological résumé and a functional résumé.
Explain the purpose and types of application letters.
Describe how résumés and cover letters are typically submitted.
Define a dossier and explain its relevance.
What is a portfolio or e-portfolio?
What contributes to being a successful interviewee? Identify the two types of follow-up letters.
Based on the provided notes:
Ethics:
Chapter 14 (Email and Text Messages) mentions ethical considerations related to email use, emphasizing that workplace emails can be permanent, public, and owned by the company, posing litigation risks if not handled carefully.
Chapter 3 (Persuading Your Audience) notes ethical constraints which entail honesty and fairness requirements in persuasive arguments
Diversity and Cultural Implications:
Chapter 1 (Introduction to Technical Communication) highlights the global outreach of technical communication, emphasizing that technical documents must reflect global and intercultural diversity by acknowledging differences in social interaction and communication practices.
Chapter 2 (Meeting the Needs of Specific Audiences) discusses cultural backgrounds of the audience and cultural sensitivity to avoid misunderstandings by acknowledging various expectations like communication styles and tones.
Chapter 3 (Persuading Your Audience) covers considering cultural context, emphasizing awareness that cultural customs influence persuasive reactions and the importance of understanding various business customs.
Chapter 14 (Email and Text Messages) mentions global considerations in email use, advising simplicity in messages and respectful communication.
Legal Implications:
Chapter 3 (Persuading Your Audience) touches on legal constraints, referring to laws affecting the presentation of arguments.
Chapter 14 (Email and Text Messages) directly addresses ethical and legal email issues, acknowledging that workplace emails can be permanent and public, owned by the company, and pose litigation risks if not handled carefully.
Formality refers to how closely you stick to conventions and expectations, while informality means you have more freedom to relax these conventions. The choice between formal and informal depends on your audience, purpose, and the cultural context—use formality when you need to show respect, maintain distance, or follow strict rules.
Readability refers to how easily a document can be understood. Key elements include clear writing style, well-organized content, accessible information, and appropriate formatting. Ensuring readability helps the audience grasp the message quickly and efficiently.
Solicited application letters are written in response to an advertised position, while unsolicited application letters are sent to an employer even when there is no specific job opening.
Based on the notes provided, some 'dos' and 'don'ts' of technical communication include:
Dos:
Be reader-centered, tailoring the communication to the audience’s needs.
Ensure information is accessible and efficient, easy to find and use.
Clearly define the purpose of the document (to inform, instruct, or persuade).
Use persuasive reasoning and strong evidence to support claims.
Focus on ethics and fairness.
Recognize and respect global and intercultural diversity in communication.
Maintain a professional tone and clear writing style.
Don'ts:
Overlook the needs and expectations of the audience.
Neglect cultural differences, potentially leading to misunderstandings.
Present arguments without strong support or evidence.
Be dishonest or unfair in communication.
Use jargon or overly technical language that the audience may not understand.
Disregard ethical implications or legal constraints.
Use an unprofessional or impolite tone.
Based on the provided notes, interpersonal issues are discussed in Chapter 14 (Email and Text Messages), which includes elements such as politeness, clarity, and professionalism in workplace communications. Specifically, maintaining respectful language and avoiding blame is crucial, as is using clear and concise subject lines and proofreading before sending. The guidelines emphasize cultural sensitivity and avoiding humor or idioms, which could lead to misunderstandings in global communications.