FI NA L OVE RVI EW

Technical Com.
Ch 1 Introduction to Technical communication.

Types of Writing
1. Non-technical writing
2. Technical writing : Exchange of information that helps people interact
with technology and solve complex problems.

Purpose of Technical Communication

1. To Inform : Anticipate and answer your readers’ questions.

2. To Instruct : Enable your readers to perform certain tasks.
3. To Persuade : Motivate your readers.

Kinds of Technical Communication

- Instructions
- User Manual
- Report
- Memo
- Procedures
- Research ( academic not technical )

People make information meaningful by thinking critically and

addressing such questions as:

1. Which information is relevant ?

2. Can I verify the accuracy of the information?
3. The meaning of the information?
4. What does the action suggest ?
5. How does this information a ect me or others ?
6. With whom should I share it ?
7. How might this information be interpret this di erently ?

Most professionals serve as part-time technical communicators.

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 What do technical communicators do?

1. Producing news letters - pamphlets - journals - PR material. ( news )

2. Preparing instructional material - reports - proposals- scripts for

industrial lms. ( industry )

3. Preparing Sales Literature - Publicity releases - Handbooks - catalogs -

Brochures - Web Pages - internet content - Articles - speeches - oral
and multimedia presentations. ( marketing )

Main Features of technical communication

1. Reader-centered
2. Accessible and e cient: Easy to understand and navigate
- Worthwhile content
- Readable style
- E ective visuals
- E ective page design
- Supplements
3. Often Produced by teams
4. Delivered in paper and digital ver.

Tasks of E ective technical communicator

1. Information Delivery.
2. Persuasive Reasoning.
3. Ethical Presentation.
4. Good Teamwork.
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 Ch 12 Designing Visual Information

Importance of visuals

- Visuals make data easier to interpret and remember.

- Visuals reveal meanings that might otherwise remain buried in lists of
facts and gures.

Why visuals matter

1. Which information is most important ?

2. Where, exactly, should I focus ?
3. What do these numbers mean ?
4. What should I be thinking or doing ?
5. What should I remember about this ?
6. What does it look like ?
7. How its organized ?
8. How is it done ?
9. How does it work ?

When to use visuals

- To make point more clear, and enhance your text

- To support your discussion
- To direct focus or help remember

Types of visuals

1. Tables: Display organized data across columns and

rows for easy comparison.

2. Graphs: Translate numbers into shapes, shades, and

patterns.

3. Charts: Depict relationships via geometric, arrows,

lines, and other design elements.
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 4. Graphic Illustrations: Rely on pictures rather than
on data or words.
How to choose the right visuals

1. What is the purpose for using this visual

- Do I want to show facts and gures ?

- Show parts of a mechanism ?
- Give directions ?
- Show relationships ?

2. Who is my audience for those visuals

- Is it an expert audience?
- A general audience?
- A global audience?

3. What form of information will best achieve my purpose for this

audience

- Is my message best conveyed by numbers? Words? Shapes?

Pictures? Symbols?

Using Software to Create Visuals

- Spreadsheet software : (Microsoft Excel, Apple Numbers) can generate

a variety of tables, graphs, and charts based on the data in the
spreadsheet.

- Presentation and word processing software: (Microsoft PowerPoint or

Word; Apple Keynote or Pages) contain basic drawing tools that allow
you to annotate or draw simple gures.

- Sophisticated visuals

- Adobe Illustrator or CorelDRAW : allow you to sketch, edit,

and re ne diagrams and drawings.

- High-end drawings are usually produced using computer-

aided design (CAD) tools.

- Photos can be highlighted and re ned using Adobe

Photoshop.
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Tables

- Tables display dense textual information such as speci cations or

comparisons.

1. Numerical tables present quantitative information

2. Prose tables present qualitative information

Guidelines for Creating Tables and Graphs

Tables

- Don’t include too much information in a single table.

- Provide a brief but descriptive title.
- Label the rows and columns.
- Line up data and information clearly.
- Keep qualitative information and quantitative data brief.
- Provide additional information, if necessary.

Graphs

- Graphs translate numbers into shapes, shades, and patterns.

- They display, at a glance, the approximate values, the point being made
about those values, and the relationship being emphasized.
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1. Bar graphs show discrete comparisons, such as year-by-year or month-
by-month.

- Simple bar graph displays one trend or theme.

- Multiple bar graph displays two or three relationships
simultaneously.

- Horizontal-bar graph is good for displaying a large series of

bars arranged in order of increasing or decreasing value.

- Stacked bar graph shows how much each data set

contributes to the whole.
- 100 Percent bar graph shows the value of each part that
makes up the 100 percent value.

- 3D bar graph shows a three-dimensional view.

Bar graphs

- Use a bar graph only to compare di erent values.

- Keep the graph simple and easy-to-read.
- Number your scales in units familiar to the audience
- Label both scales to show what is being measured.
- Use marks to show the points of division on scale.
- Make all bars the same width.
- In a multiple-bar graph, use a di erent pattern, color, or shade for each
bar in a cluster.
- Refer to the graph by number ( Figure 1 ) in your text, and explain what
the reader should look for.

Line graphs

help readers synthesize large bodies of information in which exact

quantities don’t need to be emphasized.

- simple line graph plots time intervals (or

categories) on the horizontal scale and values on the
vertical scale.
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 - multiline graph displays several relationships
simultaneously.

- deviation line graph extends the vertical scale below the zero
baseline to display positive and negative values in one graph.

- simple band or area graph shades in the area

beneath the main plot lines to highlight speci c
information.
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 - multiple band graph depicts relationships among
sums instead of the direct comparisons.

Line Graphs (follow the bar graphs guidelines with

these additions):

- Display no more than 3-4 lines on one graph.

- Mark each individual data point used in plotting each line.
- Make each line visually distinct (using color, symbols, and so on).
- Label each line so readers know what the given line represents.
- Avoid grid lines that readers could mistake for plotted lines.

Charts

- The terms chart and graph often are used interchangeably.

 - Charts display relationships ( quantitative or cause-and-e ect ) that
are not plotted on a coordinate system (x and y axes).

1. Pie charts display the relationship of parts or percentages to the

whole.

- Simple pie chart shows the relationship of parts to the whole. An

exploded pie chart highlights various slices:

2. Organization charts show the hierarchy and relationships between

di erent departments and other units in an organization.
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3. Flowcharts trace procedures or processes from beginning to end.

4. Tree charts show how the parts of an idea or concept are related.

5. Gantt charts depict how the parts of an idea or concept relate. A series
of bars or lines (time lines) indicates start-up and completion dates for
each phase or task in a project. Useful for planning and tracking a
project.
 6. PERT charts use shapes and arrows to outline a project’s main
activities and events.

7. Pictograms display numerical data by plotting it across x and y axes,

and use icons, symbols, or other graphic devices.

Pie Charts
- Make sure the parts of the pie add up to 100 percent.
- Di erentiate and label each slice clearly.
- Keep all labels horizontal.
- Combine very small pie slices.

Organization Charts
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 - Move from top to bottom or left to right.
- Use downward- or rightward-pointing arrows.
- Keep boxes uniform and text brief.

Flowcharts, Tree Charts, and Gantt Charts

- Move from top to bottom or left to right.
- Use connector lines.
- Keep boxes uniform and text brief.

Pictograms
- Follow the guidelines for bar graphs
- Use symbols that are universally recognized.
- Keep the pictogram clean and simple (avoid too much
- visual clutter).

Graphic Illustrations

- Illustrations can be diagrams, maps, drawings, icons, photographs, or

any visuals rather than data or words.

- Avoid using illustrations simply to decorate the page. It should serve a

speci c purpose.

Diagrams illustrate how things work or t together by altering their real

appearance.

- An exploded diagram shows how the parts of an item are assembled.

- A cutaway diagram shows the item with its exterior layers removed to
reveal interior sections.
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 - A block diagram represents the relationship between the parts of an
item, principle, system, or process.

1. Maps are especially useful for showing comparisons and for helping
users visualize position, location, and relationships among various data.

2. Symbols and Icons can convey information visually to a wide range of

audiences.

Guidelines for Creating Graphic Illustrations

Drawings and Diagrams

- Provide clear explanations.
- Use lines and arrows to indicate direction and motion.
- Keep diagram illustrations simple.
- Label each important part.

Maps
- Use maps from credible sources, such as government agencies.
- Keep colors to a minimum, which is easier to read

Symbols and Icons

- Use internationally recognized symbols and icons.

Photographs
- Photographs are especially useful for showing exactly how something
looks or done.
 - Unlike a diagram, which highlights certain parts of an item, photographs
show everything.
- A photograph can be useful, it also can provide too much detail or fail
to emphasize the parts on which you want people to focus.

Guidelines for Using Photographs

- Simulate the readers’ angle of vision.

- Crop photograph to eliminate needless detail.
- Provide a sense of scale for an object unfamiliar to readers.
- Label all the parts readers need to identify
- Supplement the photograph with diagrams.
- Consider the legal aspects of publication
- Explain what readers should look in photo.
- Use appropriate digital sources.
- Do not alter photos.

Videos
- Video cameras and easy-to-access video sites make it simple for
organizations to create videos.
- Sometimes in place of documents such as user manuals and
instructions.

Guidelines for Using Videos

- Provide a sense of scale.
- In showing a procedure, simulate the angle of vision of the person
actually performing each step.
- Show only what the viewer needs to see.
- Edit out needless detail.
- Avoid excess o ce or background noise when recording sound.

Using Color
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Color often makes a presentation more interesting, focusing viewers’
attention and helping them identify various elements.

Use color:
- To organize information (using color background and rules)
- To orient readers (using color headings, tabs, boxes, sidebars, callouts,
and leader lines)
- To emphasize information (using color key words, cross references,
Web links, etc.)

Guidelines for Incorporating Color

- Use color sparingly.
- Apply color consistently to like elements throughout your document.
- Make color redundant.
- Use a darker color to make a stronger statement.
- Make color type larger or bolder than text type.
- Create contrast.

Ethical Considerations
- You are ethically responsible for avoiding misrepresentation.
- Any one set of data can support contradictory conclusions.
- Even though your numbers may be accurate, your visual display could
be misleading:

- Present the real picture.

- Present the complete picture.
- Don’t mistake distortion for emphasis.

Cultural Considerations
- Visual communication can serve as a universal language—as long as
the graphic or image is not misinterpreted.
- The use of color is an especially important cultural consideration
Guidelines for Obtaining and Citing Visual Material
Copyright
- Look for visuals that are either copyright free or cleared for purposes.
- Use public domain sources.
- Follow fair use guidelines.

Citing visuals created by someone else

- Cite the source of the visual.
- If the visual is on the Internet, provide the Web address or other
information so your reader can locate it.

Attributing the source of your original visual

- Cite the source of the data you used to create your visual.
- If the data is available on the Internet, provide the Web address or
other information.

Guidelines for Fitting Visuals with Text

- Place visual where it will best serve readers.
- Never refer to a visual that readers cannot easily locate.
- Never crowd a visual into a cramped space.
- Number the visual and give it a clear title.
- Match the visual to your audience.
- Introduce and interpret the visual.
- Use prose captions for important points.
- Eliminate “visual noise.”
- Be sure the visual can stand alone.
 Ch 13 Designing Pages and Documents

Page Design
• Page design, the layout of words and graphics, determines the
look of a document.
• Well-designed pages invite readers into the document, guide them
through the material, and help them understand and remember the
information.

Page Design in Workplace Documents

• An audience’s rst impression tends to involve a purely visual,
aesthetic judgment: “Does this look like something I want to read,
or like too much work?”
• Having decided at a glance whether your document is visually
appealing, logically organized, and easy to navigate, readers will
draw conclusions about the value of your information, the quality of
your work, and your overall credibility.

Page Design for Print and Digital Documents

• Today, pages come in all forms, including hard copy (printed), PDF,
Web-based, e-book formats, small-screen sizes, and more.
• Despite this proliferation of formats, the most common technical
and workplace documents continue to take the shape of a printed
page, designed to be read in portrait mode, similar to the pages of
a book.

Design Skills Needed by Technical Communicators

1. Word Processing Programs: For designing basic documents.
2. Desktop Publishing Programs (DTP): For designing complex
documents, particularly longer ones that contain more visuals and
require sophisticated layout, page ows, and formatting.
3. Styles and Templates:
◦ Styles: Pre-formatted options that maintain consistency (aka.
Template)
◦ Templates: Pre-set document layouts for items like résumés,
brochures, and proposals.
4. Style Guides and Style Sheets:
◦ Style Guides: Organizational rules for design and language
use.
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 ◦ Style Sheets: Specify design elements of a speci c
document.

Creating a Design That Works for Your Readers

Focus on four categories to achieve a consistent look, highlight material,
and aid navigation:

• Shaping the page.

• Styling the words and letters.
• Adding emphasis.
• Using headings for access and orientation.

Shaping the Page

1. Use a grid for consistency.
2. Provide page numbers (Roman numerals for front matter; Arabic
numerals for the main content).
3. Use white space to make the page easier to navigate.
4. Provide ample margins (at least 1 to 1.5 inches).
5. Keep line length reasonable (60-70 characters per line).
6. Keep line spacing consistent (single-space within paragraphs,
double-space between paragraphs).
7. Tailor paragraphs to their purpose (use shorter paragraphs for
complex material).
8. Use lists for easy reading.

Guidelines for Shaping the Page

• Picture the document's overall look and feel when you make
design choices about pages.
• Select an appropriate grid pattern.
• Use white space to make pages easier to navigate.
• Use adequate margins.
• Keep line lengths easy on the eye.
• For PDF documents, use white space to break up text and make it
easier for people to read on a screen.

Styling the Words and Letters

1. Select an appropriate typeface (e.g., Times New Roman, Arial).
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 2. Use type sizes that are easy to read (10-12 points).
3. Use di erent sizes and styles (bold, italic) for emphasis.
4. Use uppercase letters sparingly (aka don't overuse it).

Guidelines for Adding Emphasis

1. Use indentation to di erentiate material like indentation to set o
examples, explanations, etc. from body text.
2. Use ruled lines Use ruled horizontal lines to separate sections in a
long document.
3. Use ruled lines, broken lines, or ruled boxes, to set o crucial
information such as a warning or a caution.
4. Use boldface for single sentences or key points.
5. Use small type sizes for captions, credit lines, and labels for visuals.
6. Avoid large type sizes and dramatic typefaces unless necessary
you really need to convey forcefulness.
7. Use color sparingly (aka don't overuse it).

Using Headings for Access and Orientation

Headings organize content into manageable sections.Consider the
following:

• Lay out headings by level for clarity to announce the large and
small segments in your document.
• Decide how to phrase your headings. Depending on your
purpose, you can phrase headings as short phrases, statements, or
questions.
• Make headings visually consistent and grammatically parallel.

Guidelines for Using Headings

• Ordinarily, use no more than four levels of headings (section, major

topic, minor topic,
• Divide logically.
• Insert one additional line of space above each heading.
• Never begin the sentence right after the heading with this, it, or
some other pronoun referring to the heading.
• Never leave a heading oating as the nal line of a page.
• Use running heads (headers) or feet (footers) in long documents.

Audience Considerations in Page Design

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 In deciding on a format, know your audience and their
intended use of your information:
1. If people will use your document for reference only, make sure you
provide plenty of headings.
2. If readers will follow a sequence of steps, show that sequence in a
numbered list.
3. If readers need a warning, highlight the warning so that it cannot
possibly be overlooked.
4. If readers have asked for a one page report or résumé, save space
by using a 10 point type size.
5. If readers need to evaluate something, give them a checklist of
criteria.
6. If readers will be encountering complex information or di cult
steps, design the page so that it is easy to read.
7. In addition, keep in mind cultural expectations. Ignoring a culture's
design conventions can be interpreted as disrespect.

Designing Digital Documents

1. PDFs: Di cult to alter; edits appear as comments.
2. Web Pages: Designed for landscape orientation and smaller
chunks of content.
3. Tablets, Smartphones, and E-readers: Design for varying screen
sizes when writing.
4. Social Media Posts: Use visuals and white space e ectively.

Chapter 14: Email and Text Messages

Email Basics and Types

• Email is the primary way people communicate in today’s
workplace. Unlike paper, email o ers both rapid speed and wide
reach.
• Email provides organizations with written documentation—an
electronic trail—that helps track a project or conversation.
• Email is useful when people are in di erent time zones or have
di erent work schedules.
• Most work email ts into one of the following categories:
◦ Primary Email: Contains all content.
◦ Transmittal Email: Provides background/context for an
attachment.
◦ Formatted Email: Contains core information and links to
more detailed content.
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 Email Parts and Format
1. Header Fields: Includes "To," "From," "Subject," "cc," and "bcc."
2. Structure: E ective emails have:
◦ A brief introduction.
◦ A clear body section.
◦ A brief conclusion.
3. Optional Elements: (Depending on the level of formality)
◦ Formal salutations (e.g., "Dear Dan").
◦ Closings (e.g., "Best, Harvey").
◦ Most workplace emails also end with a Signature block with
the sender’s name and contact information.

Considering Audience and Purpose

• Assume that the message will travel far beyond its intended
recipient.
• The audience for an email might be vast
• The purpose of the email should be speci c
• Make the purpose clear and the message brief.
• Workplace email should be professional in style and tone, not only
because it may reach unintended recipients, but also out of respect
for your colleagues and coworkers.
Email Style and Tone
• Use language that is respectful in tone and does not blame. Be
polite, professional, and thoughtful.
• Don’t use email for complex discussions. Keep it simple.

Choosing the Right Communication Tool

• For complex, sensitive, or emotional issues, consider alternatives
like:
◦ Face-to-face meetings.
◦ Phone calls.
◦ Video conferences.
• Email also has technical limitations. Be sure to save attachments
and important email messages in a separate location, and avoid
overly large attachments.
• Use default email fonts for everyday correspondence (between
individuals)
• For emails from the company or organization that are designed
more like a brief newsletter or announcement, you can use visuals,
fonts,hyperlinks, and other page design features.
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 Ethical and Legal Issues
1. Workplace emails are archived and often retrievable, even years
later. Assume workplace emails are permanent and potentially
public
2. Emails are typically company property, No workplace email is
private
3. Email messages can easily become the centerpiece of legal
battles, often revealing more information than anyone could
imagine and doing so in very public ways.
4. Email travels quickly. In any setting, but especially in companies
that have international o ces and clients, email can be read by
people across the globe.
5. Keep your emails simple, respectful, and professional

Guidelines for Writing and Using Email

1. Audience and Purpose:
◦ Consider your audience.
◦ Consider your purpose.
◦ If your message is an o cial company communication,
announcing a new policy or procedure or the like, consider
writing a formal memo and sending it as an attachment.
◦ Check and answer your email daily.
◦ Check your distribution list before each mailing.
◦ Spell each recipient’s name correctly.

2. Formatting:
◦ For a very brief email, stick with just one paragraph.
◦ Don’t indent paragraphs.
◦ End with a signature block.
◦ Don’t send huge or specially formatted attachments without
rst checking with the recipient.
◦ Use formatting sparingly.
◦ Use your email application’s default font for everyday
messages.
◦ Don’t use email as one giant ling cabinet.

3. Style and Tone:

◦ Write a clear subject line.
◦ Keep it short.
◦ Be polite and professional.
◦ Use emoticons and abbreviations sparingly.
◦ Don’t write in ALL CAPS.
◦ Proofread and run the spell check before pressing Send.
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 ◦ Don’t use email when a more personal approach is called
for or for complicated issues.

Global and (Ethical and Legal) Issues

• Global Issues
◦ Avoid humor, slang, and idioms.
◦ Write simple, short sentences that are easy to translate.
◦ Convey respect for your recipient.
◦ Don’t be too direct or blunt.
◦ Be an active listener.

• Ethical and Legal Issues

◦ Be careful about using Reply All if you only intend to reply
to the original writer.
◦ Assume that your email is permanent and readable by
anyone at any time.
◦ Avoid wisecracks and rude remarks.
◦ Don’t use email to send con dential information.
◦ Don’t use your employer’s email network for messages that
are not work-related.
◦ Before you forward a message, obtain permission from the
sender.
◦ Use the BCC (Hidden email recipients.) feature if you have
a long list of email addresses and don’t want to burden
readers with scrolling through them.

Text Messaging in the Workplace

• Text messages are a faster medium than email, ideal for quick
communication via cell phone.
• Texting, once primarily personal, is now increasingly common for
workplace communication.
• It’s an e cient way to get quick answers to simple questions.
• Texts are less intrusive than phone calls.
• Consider your audience before texting colleagues; some may
prefer email for non-urgent responses.
• Texting is unsuitable for communication requiring careful planning,
composing, or editing. It is also not suitable for keeping a record
of a conversation

• Guidelines:
◦ Consider your audience and purpose.
◦ Keep text messages brief and to the point.
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 ◦ Avoid too many abbreviations.
◦ Know when to end the conversation.
◦ Be professional in tone, style, and etiquette.
◦ Avoid discussing con dential topics.
◦ Use the organization’s in-house tool instead of texting
someone’s phone.

Chapter 16: Résumés and Other Job-Search Materials

The Job Search

• In today’s job market, many applicants compete for few openings.
• Whether applying for a rst professional job or changing careers,
e ectively marketing your skills is crucial.
• At every stage of the application process, you must stand out
among the competition.

Assessing Your Skills and Aptitudes

• Begin by evaluating the qualities and skills you can o er a potential
employer:
◦ Do I communicate well, and am I also a good listener?
◦ Do I work well in groups and with people from di erent
backgrounds?
◦ Do I have experience or aptitude for a leadership role?
◦ Can I solve problems and get things done?
◦ Can I perform well under pressure?
◦ Can I work independently, with minimal supervision?
◦ Do I have any special skills (public speaking, working with
people, computer or other technical skills, etc.)?
◦ Do I have any hobbies that could improve my job prospects?
◦ Would I prefer to work at a large company, a small one, a
for-pro t, or a nonpro t organization?
◦ Do I like to travel, or would I prefer working in a single
location?

Researching the Job Market

1. Planning Your Strategy: Take a step-by-step approach to avoid
feeling overwhelmed.
2. Focusing Your Search: Learn about industries of interest through
research and networking.
3. Exploring Online Resources: Utilize job boards, professional
organizations, and company websites.
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 4. Networking:
◦ Speak with career counselors, recruiters, friends, and
acquaintances.
◦ Use social media platforms like LinkedIn to build
professional connections and establish a positive online
presence.

Résumés
• A résumé is essentially an applicant’s personal advertisement for
employment, providing an instant overview to employers.
• A strong résumé looks good, reads easily, appears honest, and
includes only relevant information.
• Résumés that are awed, cluttered, sketchy, hard to follow, or seem
dishonest are likely to be discarded.

Parts of a Résumé

• Do not include:
◦ Desired salary, bene ts, and time o .
◦ Your photograph.
◦ Information that is illegal for companies to request (e.g.,
race, age, marital status, etc.).

• Do include the following parts:

1. Contact Information:
• Provide your current and accurate phone number and email
address.
• Include a professional website address, if applicable.
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2. Career Objective:
• Clearly state the kind of job you want, tailored to each application.
• Avoid vague statements and be speci c about your immediate and
long-range goals.

3. Education:
• Start with your most recent schooling and work backward.
• Include the school name, degree, year completed, major, and
minor.
• Add class rank or GPA if favorable.
• Omit high school unless it’s relevant.

4. WorkExperience:

• Start with your most recent job and work backward.

• Include employers' names and dates of employment.
• Describe your duties for each job, including any promotions.
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 5. Personal Data and Interests:

• List awards, skills, activities, interests, and memberships relevant to

the position.

6. References:
• Include three to ve professional references with contact
information.
• Alternatively, write "References available upon request" and
provide a separate list.
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 7. Portfolios:
• If applicable, assemble a portfolio showcasing your work (e.g.,
documents, visual designs).
• Indicate on your résumé: "Portfolio available upon request."

Guidelines for Writing and Designing Your Résumé

• Begin your résumé well before your job search.

• Tailor your résumé for each job.
• Try to limit the résumé to a single page but keep it uncluttered and
tasteful.
• Stick to experience relevant to the job.
• Use action verbs and keywords.
• Use bold, italic, underlining, colors, fonts, bullets, and punctuation
for emphasis.
• Never invent or distort credentials.
• Use templates and examples to get started.
• As a rule, do not include hyperlinks on your résumé.
• Proofread, proofread, proofread.

Organizing Your Résumé

• Reverse Chronological Format: Ideal for applicants with consistent
work experience.
• Functional résumé Format: Highlights skills and is suitable for
applicants with limited experience or career gaps.
• Use action verbs, keywords, and consistent formatting.

Application Letters
• Complements the résumé by detailing how your credentials align
with the job.
• Two types:
1. Solicited Letters: Respond to advertised positions.
2. Unsolicited Letters: Target companies of interest without
posted openings.

Solicited Application Letters

1. Introduction: Identify the job, your background, and mutual
connections if they have some.
 2. Body: Explain your quali cations and relate them to the job
requirements without merely repeating your résumé
3. Conclusion: Reiterate your interest and request an interview.

Unsolicited Application Letters

1. Introduction: Open forcefully by establishing a connection with a

mutual acquaintance, or by making a strong statement, or asking a
persuasive question
2. Body: Relate your quali cations to the type of job you would like to
obtain at the company.
3. Conclusion: Restate your interest and request action.

Guidelines for Application Letters

• Develop an excellent prototype letter.

• Customize each letter for the speci c job opening.
• Use caution when adapting sample letters.
• Create a dynamic tone with active voice and action verbs.
• Never be vague.
• Never exaggerate. Liars get busted.
• Convey some enthusiasm.
• Avoid attery.
• Be concise.
• Avoid being overly informal or overly sti .
• Never settle for a rst draft or even a second or third.
• Never send a photocopied letter.

Digital versus Print Job Applications

• Most applications are submitted digitally as PDFs or Word

documents via job portals.
• Social networking sites like LinkedIn also serve as platforms for job
applications.
• Printed copies may still be requested for certain roles or in
interviews.

Portfolios and E-Portfolios

• Portfolios demonstrate skills through examples of work.
• Include relevant materials such as resumes, project samples, and
recommendations.
• Ensure your portfolio is organized, professional, and concise.
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Guidelines for Online Job Applications
• Follow the instructions of the job application site.
• Unless otherwise noted, use PDF.
• Use a simple font.
• Use simple formatting.
• Use templates carefully.
• Use keywords.
• Avoid personal information for job materials that are widely
available to the public.

Dossiers, Portfolios, and E Portfolios

• Dossier
◦ Includes credentials such as college transcripts,
recommendation letters, and evidence of achievements.
◦ Typically maintained by your college placement o ce,
which can send copies to employers.
• Portfolio or E-Portfolio
◦ Contains your résumé, examples of your work (uploaded or
scanned), and other relevant materials.
◦ You provide employers with direct access to this
information.

Guidelines for Dossiers, Portfolios, and E-Portfolios

• Always provide an introduction or mission statement.
• Collect relevant materials.
• Include copies of dossier materials.
• Assemble your items.
• Omit irrelevant items.

Interviews and Follow-Up Communication

• Preparation is key:
1. Research the company.
2. Practice common interview questions.
3. Be truthful and concise.
• Types of follow-up communication:
1. Thank You Notes: Express gratitude and rea rm interest.
2. Acceptance or Refusal Letters: Be professional and
maintain future opportunities.
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 Guidelines
• Con rm the interview’s exact time and location.
• Don’t show up empty-handed.
• Make a positive rst impression.
• Don’t worry about having all the answers.
• Avoid abrupt yes or no answers as well as life stories.
• Don’t answer questions by merely repeating the material on your
résumé.
• Remember to smile often and to be friendly and attentive
throughout.
• Never criticize a previous employer.
• Prepare to ask intelligent questions.
• Take a hint (when the interview is over).
• Show some class (exhibit polite behavior).
• For a telephone or video interview, take notes.
• Follow up as soon as possible.
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 Ch 17 Technical De nitions

- De nitions explain terms or concepts by that are specialized and may

be unfamiliar to people who lack expertise in a particular eld.
- Field-speci c terminology is common and unde ned terms may
prevent the overall document from making sense.

De nitions answer one of two questions

- “What, exactly, is it?” to spells out what makes an item, concept, or

process unique.
- “What, exactly, does it entail?” for your audience how they are
a ected by the item de ned

Purpose of a de nition

Answer the question “Why does my audience need to

understand this term?”

Legal, Ethical, Societal, and Global Implications

Legal: inaccurate or misleading de nition causes injury or harm.

Ethical: intentionally faulty or self-serving de nition damage a company’s

ethical image.

Societal: Poorly considered de nitions may mislead the public and have
societal rami cations.

Global: De nitions that fail to consider a global audience can appear self-
serving and damage a company’s global image.
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 Types of De nitions

1. Parenthetical de nitions Provide a de nition within parentheses

2. Sentence de nitions all in the form of a single sentence
I. State the term.
II. Indicate the broader class to which this item belongs.,
III. Describe the features that distinguish it.
3. Expanded de nitions detailed de nition in a paragraph or pages.
1) What doest it mean ?
2) How does it work ?
3) What are it’s parts ?
4) What does it look like ?
5) How does it resemble or di er form something else?
6) What is needed to make it work or happen ?
7) How is it used or applied ?
8) How did it originate ?
9) What is it’s history ?

Methods for Expanding De nitions

1. Etymology = Origin
2. History
3. Negation = contradiction
4. Operating Principle = how it works
5. Analysis of Parts = breaking down
6. Visuals
7. Comparison and Contrast
8. Required Conditions for operation
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 9. Examples

Placing De nitions in a Document

- Brief de nitions > Parentheses or margin

- Sentence de nitions > running text or glossary
- Expanded de nitions > Beginning of document or appendix

Used a glossary if there are many hard terms.

Guidelines for De nitions

1. Decide the Level of Detail needed.
2. Classify the item.
3. Di erentiate the item

4. ❌ Avoid Circular De nitions.

5. Selectively Expand your de nition.

6. Use Visuals to clarify.
7. Know “how much is enough.”
8. Consider the legal implications.
9. De nition in an appropriate location.
10.Cite your sources.
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Ch 18 Technical Descriptions,Speci cations, and Marketing Materials

- Description creating a picture with words and images, that conveys

information about a Product or mechanism

- How to use it
- How to operate it
- How to Assemble it
- How to Manufacture it
- For someone to know more.

Considering Audience and Purpose

- Audience : needs to know what something does or what something is.

- Purpose :

1. What is it ?
2. What does it entail ?
3. What does it look like ?
4. What are its parts ?
5. What does it do ?
6. How does it work ?
7. How does it happen?

Types of Technical Descriptions

1. Product descriptions: How to use a device

2. Process descriptions: Step by step on how a complex thing happens.
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Types of Technical Descriptions

Most description can be:

- Subjective Based on feelings
- Objective Based on facts

* Marketing material = need to be objective

To be objective
- Provide visual details
- Use precise and informative language

Elements of Descriptions

Key parts of technical descriptions:

- Clear and Limited title
- Appropriate level of detail and technicality
- Visuals + captions and labels
- Clear descriptive sequence 3 types of sequences
- Spatial sequences Item appears as a static object.
- Functional sequence Order in which an item’s parts operate.
- Chronological sequence Order in item’s parts are assembled

Guidelines for Descriptions

1. Take a look at the product or process.

2. Analyze audience.
3. Analyze purpose.
4. Be objective.
5. Be concise.
6. Include all necessary parts.
7. Include visuals.
 Speci cations ( type of description ) de nes standards for performance,
safety, and quality. To comply with codes, standards, and laws.

1. Methods for manufacturing, building, or installing a product.

2. Materials and equipment to be used
3. Size, shape, and weight of the product
4. Speci c testing, maintenance, and inspection procedures

Considering Audience and Purpose

- Must be clear.
- Identical interpretation by a broad audience
- Every part of the team must agree on what there is to do + how to do it

Guidelines for Speci cations

1. Analyze your audience.

2. Know the minimum governmental and industry standards.
3. Focus on consistency, quality, and safety.
4. Use a standard format when applicable.
5. Include a brief introduction
6. List all parts and materials.
7. Refer to other documents or specs, as needed.
8. Use a consistent terminology.
9. Include retrieval aids.
10. Make it simple.
11. Check your use of technical terms.
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Technical Marketing Materials are designed to sell products or services.

Common types:
1. Web pages
2. Brochures
3. Fact sheets
4. Letters
5. Large color documents

Guidelines for Technical Marketing Materials

1. Research the background and experience of decision makers.

2. Place the product in comparison to those on it’s level.
3. Emphasize the special appeal of this product or service.
4. Upbeat, dynamic language.
5. Use visuals and color.
6. Provide technical speci cations.
7. FAQ list.
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Ch 19 Instructions and Procedures

- Instructions and Procedures The steps required to complete a task

- Procedures Make sure all members of a group follow the same steps

Considering Audience and Purpose

- Audience those how have prior knowledge or lack-thereof that need to

complete the task.
- Purpose audience can complete the task ( in a safe way
Formats for Instructional Documents

Instructional documents take a variety of formats :

1. Manuals
2. Quick reference materials
3. Assembly guides
4. Web-based instructions
5. Online help

Faulty Instructions and Legal Liability

Instructional documents carry serious ethical and legal problems:

1. Failure to instruct and caution users in the proper use of a product.
2. Failure to warn against hazards from proper use of a product.
3. Failure to warn against possible misuse.
4. Failure to explain a product’s bene ts and risks.
5. Failure to convey the extent of risk forceful language.
6. Failure to display warnings prominently.
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 Elements of E ective Instructions

The key parts of instructional documents:

1. Clear and limiting title.

2. Informed content
3. Visuals
- Icons
- representational and schematic diagrams
- owcharts
- photographs
- prose tables

4. Appropriate level of detail and technicality

- Background why they need to follow these instructions.

- Detail what to do
- Examples visualized clearly

5. Logically ordered steps chronological order.

6. Notes & hazard notices

- Note clari es a point, emphasizes information, or describes options.

- Caution prevents possible mistakes that could result in injury or
equipment damage.
- Warning alerts users to potential hazards to life.
- Danger notice identi es an immediate hazard to life
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 7. Readability To ensure readability :

- Use a direct address, active voice, and imperative mood.

- Use short and logical sentences.
- Use parallel phrasing
- Phrase instructions a rmatively
- Use transitions to mark time and sequence.

8. E ective Design the more visually engaging the design is the more the
readers will follow.

- informative headers
- numbered steps
- ample white space
- bullets
- visuals

9. Introduction, body, and conclusion

- Introduction keep it short

- Body provide the steps, visuals, and notes and hazards.
- Conclusion expected results + follow-up information + troubleshooting

Guidelines for Providing Appropriate Detail

1. ✅ all necessary information.

2. ❌ unnecessary information.

3. Focus on task.
4. Omit steps that are obvious.
5. Divide into simple steps and sub-steps.
6. Adjust the information rate.
7. Visuals
8. Keep it simple
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Guidelines for Designing Instructions

1. Use informative headings.

2. Arrange all steps in a numbered list.
3. Separate each step visually.
4. Double-space to signal a new paragraph.
5. Make warning highly visible.
6. Make visual and verbal information redundant.
7. Keep the visual and the step close together.
8. Multicolumn design.
9. lengthy instructions > layered approach.
10. online instructions > format the information

Digital and Online Instructions

- High Cost made it common for manuals to be both print and digital or
be fully digital.
- Most Commonly PDFs ( maintains Proper Formatting )

Video Instructions

- Instructional Videos posting them on their website or a a video-

sharing site.
- Can show the full range of actions. ( sound, movement, color and
narration )
- Scripts > Video format > Background details > Camera placement >
Music or text.
- Provide separated segments ( give list of parts, step by step
instructions and conclusion ).
Procedures
- Instructions show to perform a task. ( uninitiated person )
- Procedures provide rules and guidance ( those who know the task )

When writing procedures:

- Follow the same guidelines as instructions.
- May or may not need to be numbered.

Evaluating the Usability of Instructions and Procedures

Usable Document
- Enables readers to easily locate the information.
- Understand this information immediately.
- Use it safely and e ectively.

Always preform:
1. Think-Aloud Evaluation a group of colleagues talking through the
document to test its e ectiveness.
2. Focus group a group of people from outside of the company invited in
to test a document
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 Ch 22 Proposals

Proposals
• A proposal attempts to persuade an audience to:
◦ Authorize a project.
◦ Accept a service or product.
◦ Support a speci c plan for solving a problem or improving a
situation.
• Proposals can be written alone or collaboratively, depending on
the project’s complexity.
• If your job depends on funding from outside sources, proposals
might be the most important documents you produce.
• Provide di erent examples for a proposal.

Considering Audience and Purpose

• The proposal audience consists of decision-makers, and the
persuasive tasks involved are:
1. Spell out the problem clearly and convincingly.
2. Point out the bene ts of solving the problem.
3. O er a realistic, cost-e ective solution.
4. Address anticipated objections to your solution.
5. Convince your audience to act.
• The singular purpose of a proposal is to convince your audience
to accept your plan.

The Proposal Process

The basic proposal process can be summarized like this:

Someone o ers a plan for something that needs to be done. This process
has three stages:

1. Client X identi es a need for a service or product.

2. Firms A, B, and C propose plans to meet the need.
3. Client X awards the job to the rm o ering the best proposal.

Evaluation Criteria The Proposal Process (continued)

A client’s evaluation criteria are often listed in the RFP (Request for
Proposal) and may include:
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 • Understanding of the client’s needs, as described in the RFP.
• Clarity and feasibility of the proposed plan.
• Quality of the project’s organization and management.
• Ability to complete the job by the deadline.
• Ability to control costs.
• Firm’s experience on similar projects.
• Quali cations of assigned sta .
• Firm’s performance record on similar projects.

Clients expect proposals to be clear, informative, and realistic.

Types of Proposals
Proposals can be categorized as:

1. Solicited or Unsolicited:
◦ Solicited Proposals: Requested by a manager, client, or
customer.
◦ Unsolicited Proposals: Not requested.
2. Informal or Formal:
◦ Informal Proposals:
▪ Can be in the form of an email or memo (within an
organization).
▪ Can be in the form of a letter (sent outside an
organization).
◦ Formal Proposals:
▪ Follow the same format as formal reports.

Main Types of Proposals Types of Proposals (continued)

1. Planning Proposals:
◦ O er solutions to a problem or suggestions for
improvement.
2. Research Proposals:
◦ Request approval (and often funding) for a study.
3. Sales Proposals:
◦ O er services or products.
◦ Can be either solicited or unsolicited.

Elements of a Persuasive Proposal

The following are the parts of an e ective proposal:
1. Forecasting Title or Subject Line
◦ Announce the proposal’s purpose and content.
◦ Use an informative title (for formal proposals) or a subject
line (for informal proposals).
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 ◦ Be speci c, not vague.
2. Background Information
◦ This section provides the necessary context.
◦ It can be brief or detailed, depending on the proposal.

3. Statement of the Problem

• Clearly de ne the problem and its resolution, as these form the

backbone of any proposal.
• Demonstrate an understanding of your client’s problems and
expectations.
• O er an appropriate and e ective solution.

4. Description of the Solution

◦ Provide speci c suggestions to meet the audience’s needs.
◦ Address the audience’s primary question: What will this plan
do for me?
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5. Clear Focus on Bene ts
• Conduct a detailed audience and use analysis to identify major
concerns.
• Anticipate likely questions and objections.
• Highlight what the audience will gain by adopting your plan.

6. Honest and Supportable Claims

• Ensure all claims are ethical, legal, and supported by evidence.
• Proposals often involve signi cant nancial and contractual
commitments.

7. Appropriate Detail
• Avoid vagueness; spell out all necessary information.

8. Readability
• Make the proposal straightforward, easy to follow, and
understandable.
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 9. A tone that Connects with Readers
• Use a tone that motivates action.
• Be con dent and encouraging, not bossy or critical.

10. Visuals
• Emphasize key points with relevant visuals such as tables and
owcharts.
• Ensure visuals are properly introduced and discussed.

11. Accessible Page Design

• Design the proposal for easy navigation, helping the audience nd
key information quickly.

12. Supplements Tailored for a Diverse Audience

• Provide tailored supplements to address the speci c interests of
di erent reviewers.

13. Proper Citation of Sources and Contributors

• Credit key information sources and contributors whenever
appropriate.

Structuring a Proposal
1. Introduction
◦ Sell your idea from the start.
◦ Demonstrate the need for the project, your quali cations,
and your understanding of the problem and procedures.
2. Body
◦ Prove that your plan will work.
◦ Provide enough detail for the audience to evaluate the
plan’s soundness.
3. Conclusion
◦ Rea rm the need for the project and encourage the
audience to act.
◦ End with a strong, assertive, and con dent conclusion. Keep
it brief.

Guidelines for Proposals

• Understand the audience’s needs.
• Perform research as needed.
• Credit all information sources and contributors.
• Use an appropriate format.
• Provide a clear title or subject line and
• background information.
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 • Spell out the problem (and its causes).
• Point out the bene ts of solving the problem.
• O er a realistic solution
• Address anticipated objections to your plan.
• Include all necessary details, but don’t overload.
• Write clearly and concisely.
• Express con dence.
• Make honest and supportable claims
Induce readers to act
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