Technical literacy

Strategies for Technical Communication in the Workplace: Laura Gurak and John Lannon

Adapted by Hester Jackson

Learning Objectives

• Define and Explain Technical Communication

• Describe the Key Characteristics of Effective Technical Communication

• Discuss the Three Main Purposes of Technical Documents

What is Technical Communication

• Definition: The process of conveying complex technical information, concepts, or instructions to a specific audience in a clear, concise, and accurate manner.

• Components: It involves the creation, design, and delivery of technical documents, including usage for:

  • User manuals

  • Training materials

  • Reports

  • Proposals

  • Other forms of technical content

Key Features of Technical Communication

• Understanding the Subject Matter: Requires a deep understanding to accurately relay information.

• Translation of Jargon: The ability to convert technical jargon into understandable language for the intended audience.

• Utilization of Various Tools and Media: Employs diagrams, illustrations, videos, and animations to enhance clarity and effectiveness of communication.

• Fields of Application: Essential in various fields such as:

  • Science

  • Engineering

  • Technology

  • Medicine

  • Business

• Benefits of Effective Technical Communication: Ensures accuracy and efficiency in conveying technical information, aiding in:

  • Reduction of errors

  • Improvement in productivity

  • Enhanced user experience

Key Characteristics of Technical Communication

• Focus on the Reader, Not the Writer: Prioritizes the needs and understanding of the audience.

• Document Design: Ensures efficiency and accessibility:

  • Examples include practical layouts and clear formatting.

• Writing Style: Should be clear and relevant, promoting understanding of technical subjects.

• Information Quality: Must be persuasive, truthful, and based on thorough research.

User-centered Communication

Typical Forms of User-Centered Communication:

• Instructions for Assembling a Lawn Mower

• User Manual for Operating a Computer

• Report Analyzing a Problem or Issue

• Memo Answering Project Progress Questions

• Procedures for Complying with Government Regulations

Balancing Information and Persuasion

• Communicator as Problem Solver: Address user's needs while providing solutions.

• Delivering Usable Information: Ensure information delivered answers key questions of readers.

• Being Persuasive: Framing communication to achieve desired responses from the audience.

Main Purposes of Technical Communications

Primary Purpose Types:

1. Informational Purposes

2. Instructional Purposes

3. Persuasive Purposes

Example of Informational Communication

• Title: Example of EPA's Citizen's Guide to Bioremediation

  • Agency: United States Environmental Protection Agency

  • Document Purpose: Guide citizens on bioremediation processes

• Key Features:

  • User-centered headings framed as questions.

  • Combination of text and illustrations for clarity.

  • Relevant information without excessive detail to keep user engagement.

Example of Instructional Communication

Title: How to Operate a Portable Fire Extinguisher

• Source: Occupational Health and Safety Administration (OSHA)

• Content Outline:

  • Requirements for employers to provide extinguishers.

  • Detailed instructions using P.A.S.S method (Pull, Aim, Squeeze, Sweep).

  • Safety warnings emphasized before proceeding.

  • Visual illustrations for clarity on extinguisher components.

Example of Persuasive Communication

Sample Letter to Mr. Dean Winfield, President, XPressMart, Inc.

• Objective: Persuade Mr. Winfield to embrace energy efficiency.

• Structure:

  • Clear, professional header and direct opening.

  • List format for reasons to enhance readability.

  • Backing reasons with evidence, appealing to common goals and financial implications.

  • Closing reiterates the importance and reaffirms commitment.

Communication Channels

Written Communication Channels:

• Email

• Memos

• Letters

• Reports

• Proposals

• Fliers

• Brochures

• Faxes

• Websites

• Blogs

• Social Media (Facebook, Twitter)

Oral Communication Channels:

• Telephone Calls

• Videoconferences

• Leading Meetings

• Conducting Interviews

• Making Sales Calls

• Training Sessions

• Performance Reviews

Importance of Proofreading

• Need for Proofreading: Engaging documents may distract readers if basic errors exist, revealing carelessness.

• Common Errors:

  • Sentence errors: fragments, comma splices, run-ons

  • Punctuation errors: missing apostrophes, excessive commas

  • Usage errors: confusion between “it’s” and “its”

  • Mechanical errors: misspellings, inaccurate dates

  • Formatting errors: inconsistencies in spacing, documentation format

  • Typographical errors: incidental mistakes in wording

Strategies for Proofreading

1. Save for Final Draft: Avoid proofreading drafts to prevent writer's block.

2. Take a Break: Return to document after a break for better clarity.

3. Work from Hard Copy: Printed pages reduce fatigue compared to screens.

4. Read Slowly: Focus on each word to catch all details.

5. Be Alert: Pay special attention to common problem areas in writing.

6. Proofread Multiple Times: Each read-through increases error detection.

7. Avoid Sole Reliance on Technology: Computer tools may misinterpret context.

Conclusion: Checklist for Effective Communication

• Does my document focus on the reader instead of the writer?

• Is the document efficient and accessible?

• Is the document clear and simple to understand?

• Does it meet the audience's needs?

• Have I used the appropriate media for the message?

• Am I prepared to work as part of a team?

• Is the content persuasive and ethically acceptable?

• Is it solidly based on research?

• Has the document's primary purpose been achieved? (inform, instruct, persuade)

• Has careful proofreading been performed?