Technical Communication, 8th Canadian Edition
By John M. Lannon, Laura J. Gurak, Don Klepp and Shannon Kelly
Contents:
Preface ix
1 Introduction to Technical
Communication 1
1.1 Technical Writing Serves Practical Needs 1
1.1.1 Technical Documents Meet the Audience’s Needs 2
1.1.2 Technical Documents Strive for Efficiency 2
■■ ON THE JOB… The Importance of Written Communication 3
1.2 Writing Is Part of Most Careers 4
■■ ON THE JOB… Writing on the Job 4
■■ ON THE JOB… Becoming a Technical Communicator 5
1.3 Electronic Technologies Have Transformed
Information Sharing 5
■■ ON THE JOB… The Trend in Workplace Collaboration 7
■■ ON THE JOB… The One-Person Virtual Office 8
1.4 Technical Writers Face Interrelated Challenges 9
1.4.1 The Information Challenge 10
1.4.2 The Persuasion Challenge 10
1.4.3 The Ethics Challenge 10
1.4.4 The Global Context Challenge 11
■■ IN BRIEF Writing Reaches a Global Audience 11
1.5 Technical Communication Is Changing 12
■■ ON THE JOB… The New Challenge 12
1.5.1 The Advent of Big Data 12
■■ ON THE JOB… The Challenge of Big Data 14
■■ ON THE JOB… Artificial Intelligence and the Data Estate 15
1.5.2 Complex Delivery Requirements 15
1.5.3 The TechComm Generalist 16
■■ ON THE JOB… Communicating with the Team 18
Exercises 19 • Collaborative Project 19
2 Preparing to Write: Audience/
Purpose Analysis 20
■■ ON THE JOB… The Perfect Technical Writer 20
2.1 Use a Communication Model 21
2.2 Identify your Audience’s Informational and
Technical Needs 25
2.2.1 The Highly Technical Document 26
■■ ON THE JOB… Writing for Readers with Limited Technical
Knowledge 27
2.2.2 The Semi-technical Document 27
■■ ON THE JOB… Multi-level Audience/Purpose Analysis 28
2.2.3 The Non-technical Document 28
2.2.4 Primary and Secondary Audiences 29
2.3 Develop an Audience/Purpose Profile 30
2.3.1 Audience Characteristics 30
■■ ON THE JOB… Using Clear, Direct Language to Connect
with a Variety of Audiences 30
2.3.2 Purpose of the Document 31
2.3.3 Audience’s Technical Background 32
■■ ON THE JOB… Varying Technical Knowledge 32
2.3.4 Audience’s Knowledge of the Subject 32
2.3.5 Appropriate Details and Format 32
2.3.6 Due Date 33
2.3.7 Audience’s Cultural Background 33
■■ ON THE JOB… Cultural Challenges within Global Companies 34
■■ PROFILE Insights on Connecting with Your Audience
from a Government Relations Professional 34
■■ GUIDELINES for Intercultural Communication 35
Exercises 35 • Collaborative Project 35
3 Writing Efficiently 36
3.1 Getting Started with the Writing Process 37
■■ ON THE JOB… A Productive Writing Process 38
■■ ON THE JOB… An Efficient Writing Process 39
3.2 How to Save Writing Time and Compose with a
Word Processor 39
3.2.1 Composing with a Word Processor 40
3.3 The Writing Process in Action 41
■■ IN BRIEF Single-Sourcing Technology “Rewrites”
the Writing Process 48
Exercises 48 • Collaborative Project 49
4 Collaborating at Work 51
4.1 Operating in Groups 51
4.1.1 Effective Roles in Groups 52
4.1.2 The Importance of Active Listening in Groups 53
■■ IN BRIEF Gender and Cultural Differences in
Collaborative Groups 53
■■ GUIDELINES for Active Listening 54
4.1.4 Conflict Within Groups 54
4.1.5 Managing and Resolving Group Conflict 54
4.1.6 Ethical Issues in Workplace Collaboration 56
4.2 Productive Collaborative Writing 56
■■ ON THE JOB… Collaborating to Produce Technical
Documents for New Products 57
■■ GUIDELINES for Managing a Collaborative Project 57
4.2.2 Reviewing and Editing Others’ Work 58
■■ GUIDELINES for Peer Review and Editing 59
4.3 Working in Virtual Teams 59
■■ ON THE JOB… Advantage of Collaborating Electronically 60
4.3.1 Crowdsourcing 60
4.3.2 Face-to-Face Versus Electronically Mediated
Collaboration 61
■■ IN BRIEF Collaboration Tools 61
4.4 Conducting Meetings 62
■■ ON THE JOB… Successful Collaboration Among Diverse
Stakeholders 62
■■ PROFILE The Value of Mentorship in Fostering
Successful Collaboration 63
■■ GUIDELINES for Running a Meeting 63
■■ CHECKLIST for Collaborating with Others 64
Exercise 65 • Collaborative Exercise 65 • Collaborative
Project 65
5 Writing Persuasively 66
5.1 Audience Resistance and Yielding to Persuasion 66
■■ ON THE JOB… Overcoming Resistance to Change 67
5.2 Know How to Connect with the Audience 68
5.2.1 Ask for a Specific Decision 70
■■ ON THE JOB… The Key to Persuading Others 70
5.2.2 Never Ask for Too Much 70
5.3 Recognize All Constraints 70
5.3.1 Organizational Constraints 71
5.3.2 Legal Constraints 72
5.3.3 Ethical Constraints 72
5.3.4 Time Constraints 72
5.3.5 Social and Psychological Constraints 72
5.4 Support Your Claims Convincingly 73
5.4.1 Offer Convincing Evidence 73
5.4.2 Appeal to Common Goals and Values 74
■■ GUIDELINES for Persuasion 74
5.5 Consider the Cultural Context 75
■■ GUIDELINES for Analyzing Cultural Differences 76
5.5.2 Putting It All Together 77
■■ CHECKLIST for Persuasion 78
Exercises 79 • Collaborative Project 79
6 Writing Ethically 81
6.1 Recognize Unethical Communication and Its Causes 82
6.1.1 Workplace Pressure Can Lead to Unethical
Communication 83
6.1.2 Groupthink Can Lead to Unethical
Communication 85
6.2 Rely on Critical Thinking for Ethical Decisions 86
6.2.1 Reasonable Criteria for Ethical Judgment 86
6.2.2 Ethical Dilemmas 87
6.2.3 Never Depend Only on Legal Guidelines
to Make Ethical Decisions 88
6.3 Types of Communication Abuses in the Workplace 90
6.3.1 Suppressing Information the Public Needs 90
■■ ON THE JOB… Social and Business Responsibilities 90
6.3.2 Exaggerating Claims about Technology 90
6.3.3 Stealing or Divulging Proprietary Information 91
6.3.4 Hiding Conflicts of Interest 91
6.3.5 Falsifying or Fabricating Data 91
6.3.6 Using Visual Images that Conceal the Truth 91
6.3.7 Misusing Electronic Information 91
6.3.8 Withholding Information People Need to
Do Their Jobs 92
6.3.9 Exploiting Cultural Differences 92
6.4 Decide Where and How to Draw the Line 92
■■ ON THE JOB… Ethics in Environmental Consulting 94
■■ GUIDELINES for Ethical Communication 94
■■ CHECKLIST for Ethical Communication 95
Exercises 95 • Collaborative Project 96
7 Gathering Information 97
■■ ON THE JOB… Trends in Research 97
7.1 Thinking Critically about the Research Process 98
7.1.1 Asking the Right Questions 98
7.1.2 Achieving Adequate Depth in Your Search 100
■■ ON THE JOB… Advice for an In-Depth Library Search 101
7.1.3 Evaluating and Interpreting Your Findings 101
7.2 Exploring Secondary Sources 101
■■ ON THE JOB… Researching Electronic Sources 102
7.2.1 Selecting Sources 102
7.2.2 The Library Search 102
■■ ON THE JOB… The History of the Library Catalogue 103
7.2.3 Two Modes of Academic Searches 103
7.2.4 Internet Sources 104
■■ ON THE JOB… Searching the “Open” Internet 104
7.2.5 Government and Regulatory Publications 106
■■ GUIDELINES for Researching Online Resources 107
7.3 Exploring Primary Sources 108
7.3.1 Informative Interviews 108
■■ GUIDELINES for Informative Interviews 109
7.3.3 Surveys and Questionnaires 110
■■ GUIDELINES for Surveys and Questionnaires 113
7.3.5 Inquiries 114
7.3.6 Office Files 114
7.3.7 Observation and Experiments 114
7.3.8 Analysis of Samples 114
7.3.9 Social Networking for Primary Sources 115
■■ ON THE JOB… Social Networking and Research 115
Exercises 115 • Collaborative Project 117
8 Recording and Reviewing
Research Findings 118
8.1 Recording the Findings 118
8.1.1 Taking Notes 118
8.1.2 Quoting the Work of Others 119
8.1.3 Paraphrasing the Work of Others 120
■■ IN BRIEF USING COPYRIGHTED MATERIAL 121
8.2 Evaluating and Interpreting Information 122
■■ ON THE JOB… Critical Research Skills 122
8.2.1 Evaluating the Sources 122
8.2.2 Evaluating the Evidence 125
8.2.3 Interpreting the Evidence 125
■■ ON THE JOB… Certainty in Environmental Reports 126
8.2.4 Using Effective Reasoning 127
8.2.5 Avoiding Errors in Reasoning 128
8.2.6 Considering Standards of Proof 133
■■ ON THE JOB… Research and Critical Thinking 134
■■ PROFILE Public Libraries as the Curators and
Navigators of Information Quality 134
■■ GUIDELINES for Conducting Research 135
■■ CHECKLIST for the Research Process 136
Exercises or Collaborative Projects 136
iv Contents
Contents v
9 Documenting Research Findings 138
9.1 The Value of Documenting Your Sources 138
9.1.1 Why You Should Document 138
9.1.2 What You Should Document 139
9.1.3 How You Should Document 139
■■ PROFILE Citing Authoritative Sources Is More important
than Ever, Says Research Expert 140
9.2 Documentation Styles 140
9.2.1 MLA Documentation Style 141
9.2.2 APA Documentation Style 142
9.2.3 CSE Numerical Documentation Style 143
9.2.4 IEEE Documentation Style 144
Exercises 145 • Collaborative Project 145
10 Summarizing Information 146
10.1 Purpose and Elements of Summaries 146
■■ ON THE JOB… The Importance of Summaries 147
10.2 Critical Thinking in the Summary Process 148
10.3 Forms of Summarized Information 150
■■ ON THE JOB… Value of Summaries 151
10.3.1 Closing Summary (“Conclusion”) 151
10.3.2 Informative Abstract (“Summary”) 151
10.3.3 Descriptive Abstract (“Abstract”) 152
■■ CHECKLIST for Summaries 152
Exercises 152 • Collaborative Project 153
11 Organizing for Readers 154
11.1 Topical Arrangement 154
11.2 Outlining 157
11.2.1 The Formal Outline 158
11.2.2 The Importance of Being Organized 159
11.2.3 Organizing for Cross-cultural Audiences 159
11.3 Paragraphing 160
11.3.1 The Standard Paragraph 160
11.3.2 The Topic Sentence 160
11.3.3 Paragraph Unity 162
11.3.4 Paragraph Coherence 162
11.3.5 Paragraph Length 163
11.4 Sequencing 163
11.4.1 General to Specific 163
11.4.2 Specific to General 166
11.4.3 Chronological 166
Exercises 168 • Collaborative Project 168
12 Designing Visuals 169
12.1 Why Visuals are Essential and When to Use Them 169
12.1.1 When to Use a Visual 171
12.1.2 What Types of Visuals to Consider 171
■■ ON THE JOB… Using Infographics 173
12.1.3 How to Select Visuals for Your Purpose
and Audience 173
12.2 Tables 174
■■ GUIDELINES for Creating Tables 176
12.3 Graphs 177
12.3.1 Bar Graphs 177
■■ GUIDELINES for Creating Bar Graphs 180
12.3.3 Line Graphs 180
■■ GUIDELINES for Creating Line Graphs 181
12.4 Charts 182
12.4.1 Pie Charts 182
■■ GUIDELINES for Creating Pie Charts 183
12.4.3 Organization Charts 183
12.4.4 Flow Charts 183
12.4.5 Tree Charts 185
12.4.6 Pictograms 185
12.4.7 Gantt Charts 186
■■ ON THE JOB… Gantt Charts in Project Management 187
12.5 Graphic Illustrations 187
12.5.1 Diagrams 188
12.5.2 Photographs 190
■■ GUIDELINES for Taking and Using Photographs 191
12.6 Additional Considerations when Using Visuals 192
12.6.1 Using Computer Graphics 192
12.6.2 Using Colour or Shading 193
■■ GUIDELINES for Using Colour or Shading 195
12.6.4 Using Websites for Graphics Support 196
12.6.5 How to Avoid Visual Distortion 196
12.6.6 How to Incorporate Visuals with the Text 198
■■ GUIDELINES for Visual and Verbal Elements 198
■■ CHECKLIST for Evaluating Visuals 199
Exercises 199 • Collaborative Project 200
13 Designing Pages and Documents 201
13.1 Page Design in Workplace Writing 201
13.2 Page-Design Elements 202
13.2.1 Shaping the Page 202
13.2.2 Styling the Words and Letters 206
13.2.3 Highlighting for Emphasis 207
13.2.4 Using Headings for Access and Orientation 207
■■ GUIDELINES for Page Design 210
13.3 Audience Considerations in Page Design 210
■■ IN BRIEF C.R.A.P. Principles for Designing Pages 211
■■ PROFILE Perspectives From the Plastics Engineering
Industry on Technical Communication 211
■■ CHECKLIST for Page Design 212
Exercises 212 • Collaborative Project 213
14 Definitions 214
14.1 Elements of Definitions 215
14.1.1 Plain English 215
14.1.2 Basic Properties 215
14.1.3 Objectivity 215
14.2 Types of Definitions 215
14.2.1 Parenthetical Definition 216
14.2.2 Clarifying Definition 216
14.2.3 Sentence Definition 216
■■ ON THE JOB… Clarity in the Construction Industry 217
■■ ON THE JOB… The Value of Clear Operational Definitions 217
14.2.4 Expanded Definition 218
14.3 Expansion Methods 218
14.3.1 Etymology 218
14.3.2 History and Background 219
14.3.3 Negation 219
14.3.4 Operating Principle 219
14.3.5 Analysis of Parts 219
14.3.6 Visuals 220
14.3.7 Comparison and Contrast 220
14.3.8 Required Materials or Conditions 220
14.3.9 Example 220
14.3.10 Sample Expanded Definitions 221
14.4 Placement of Definitions 223
■■ GUIDELINES for Definitions 224
■■ CHECKLIST for Revising and Editing Definitions 225
Exercises 225 • Collaborative Project 226
15 Descriptions and Specifications 227
15.1 Objectivity in Descriptions 227
15.1.1 Record the Details That Enable Readers to
Visualize the Item 228
15.1.2 Use Precise and Informative Language 228
15.2 Elements of Mechanism Descriptions 229
15.2.1 Clear and Limiting Title 229
15.2.2 Overall Appearance and Component Parts 229
15.2.3 Visuals 230
15.2.4 Function of Each Part 230
15.2.5 Appropriate Level of Detail 230
15.2.6 Clearest Descriptive Sequence 230
15.2.7 A General Model for Description 231
15.3 Specifications 233
■■ ON THE JOB… Updating Specifications 233
■■ ON THE JOB… A Process for Writing Detailed
Project Estimates 236
15.4 Technical Marketing Literature 236
■■ ON THE JOB… A New Wave of Technical Marketing Materials 236
■■ ON THE JOB… Marketing Technical Information 238
■■ GUIDELINES for Descriptions and Specifications 238
■■ CHECKLIST for Revising and Editing Descriptions 239
Exercises 240 • Collaborative Project 240
16 Process Analyses, Instructions,
and Procedures 241
16.1 Process Analysis 241
■■ GUIDELINES for Process Analyses 245
16.2 Instructions 245
■■ ON THE JOB… The Value of Instructions 246
16.2.1 Clear and Limiting Title 247
16.2.2 Informed Content 247
16.2.3 Visuals 247
16.2.4 Appropriate Level of Technicality 247
16.2.5 Logically Ordered Steps 250
16.2.6 Notes, Cautions, Warnings, and
Danger Notices 250
16.2.7 Appropriate Words, Sentences, and Paragraphs 251
16.2.8 Effective Page Design 252
16.2.9 A Sample Set of Instructions 253
■■ GUIDELINES for Instructions 253
16.3 Online Documentation and Tutorials 255
16.3.1 Online Documentation 255
■■ ON THE JOB… Documentation across Platforms 256
16.3.2 Tutorials 256
■■ PROFILE A 10-Year Perspective on the Evolution
of Online Training 258
16.4 Procedures 259
■■ GUIDELINES for Procedures 260
■■ CHECKLIST for Revising and Editing Instructions 261
Exercises 261 • Collaborative Project 262
17 Manuals and Usability Testing 263
■■ ON THE JOB… Manuals Can Serve Many Users, Many
Purposes 263
17.1 Manual Writing 264
■■ ON THE JOB… Manual Writing at Industry Canada 264
17.1.1 Planning 264
17.1.2 Drafting 265
17.1.3 Testing and Revising 265
■■ ON THE JOB… Manual Writing at Valid Manufacturing 266
17.2 Parts of Manuals 266
17.2.1 Body Sections 266
17.2.2 Supplementary Sections 267
17.3 Format Considerations 270
17.3.1 Section Identification 270
17.3.2 Headings System 272
17.3.3 Page Layout 272
17.3.4 Symbols and Design Graphics 273
■■ GUIDELINES for Manuals 273
17.4 Usability Testing 274
17.4.1 How Usability Testing Is Done 274
17.4.2 When to Use Which Test 275
17.4.3 How Usability Criteria Are Determined 275
17.4.4 Usability Issues in Online or Multimedia
Documents 275
■■ GUIDELINES for Usability 276
■■ CHECKLIST for Usability 277
Exercises 278 • Collaborative Project 278
18 Proposals 279
18.1 Types of Proposals 279
18.2 The Proposal Process 280
■■ ON THE JOB… The Proposal Process 281
■■ ON THE JOB… Factors in Successful Proposals 283
18.3 Structure and Examples of Proposals 283
■■ ON THE JOB… Respect Your Reader’s Needs 284
18.3.1 Typical Sections of Proposals 284
18.3.2 Additional Sections in Formal
Proposals 285
18.3.3 Section Variations for Grant Proposals 285
18.3.4 Special Considerations for Executive Summaries 286
18.3.5 Graphics in Proposals 286
18.3.6 Sample Proposals 287
■■ ON THE JOB… Successful Commercial Proposals 294
18.4 Internal Proposals and the Action Gradient 303
18.4.1 Avoiding Action 303
18.4.2 Taking Limited Action 303
18.4.3 Taking Positive Action 303
■■ GUIDELINES for Proposals 304
■■ CHECKLIST for Revising and Editing Proposals 305
Exercises 306 • Collaborative Project 306
19 Formal Analytical Reports 307
■■ ON THE JOB… The Report as “Product” 307
19.1 Types of Analysis and Analytical Problems 308
19.1.1 Four Main Types of Analysis 308
19.1.2 Typical Analytical Problems 308
19.1.3 A Sample Situation 310
19.2 Elements of Analysis 317
19.2.1 Clearly Identified Problem or Question 317
■■ ON THE JOB… Components of a Successful Analytical
Report 318
19.2.2 Subordination of Personal Bias 318
19.2.3 Accurate and Adequate Data 318
19.2.4 Fully Interpreted Data 318
19.2.5 Clear and Careful Reasoning 318
19.2.6 Appropriate Visuals 319
19.2.7 Valid Conclusions and Recommendations 319
19.3 Parts of a Formal Report 320
19.3.1 Introduction 322
19.3.2 Central Section 322
■■ ON THE JOB… Investigation Reports 322
19.3.3 Conclusion 323
19.4 The Process of Writing Reports 323
19.4.1 Using Outlines 323
■■ ON THE JOB… Visual Outlines 324
■■ ON THE JOB… Producing a Consultant Report 328
19.4.2 A Formal Analytical Report 328
■■ GUIDELINES for Formal Analytical Reports 348
■■ CHECKLIST for Revising and Editing Analytical Reports 348
Exercise 349 • Collaborative Project 349
20 Adding Document Supplements 350
20.1 Purpose of Document Supplements 350
20.2 Types of Document Supplements 351
20.2.1 Cover 351
20.2.2 Transmittal Document 351
20.2.3 Title Page 351
20.2.4 Summary 354
20.2.5 Table of Contents 354
20.2.6 List of Figures and Tables 354
20.2.7 List of Sources Cited 356
20.2.8 Glossary 356
20.2.9 Appendix 356
Exercises 359 • Collaborative Project 359
21 Short Reports 360
21.1 Formats and Structure of Short Reports 360
21.1.1 Formats 360
21.1.2 A Structure for All Purposes 361
21.2 Types of Informational Reports 362
21.2.1 Progress Reports 363
21.2.2 Periodic Activity Reports 364
21.2.3 Project Completion Reports 364
21.2.4 Incident Reports 364
21.2.5 Inspection Reports 364
21.2.6 Compliance Reports 364
21.2.7 Field Trip Reports 365
21.2.8 Meeting Minutes 365
21.3 Types of Analytical Reports 385
21.3.1 Feasibility Reports 385
21.3.2 Causal Analyses 387
21.3.3 Assessment Reports 387
21.3.4 Recommendations Reports 387
21.3.5 Lab Reports 388
21.3.6 Form Reports 389
■■ CHECKLIST for Revising and Editing Short
Reports 397
Exercises 398 • Collaborative Project 398
22 Workplace Correspondence 399
22.1 Letters and Memos 399
22.1.1 Letter Usage, Formats, and Elements 400
22.1.2 Memo Usage and Format 404
■■ GUIDELINES for Letters and Memos 407
22.2 Electronic Mail 407
■■ ON THE JOB… The Ascendancy of Email 408
■■ ON THE JOB… Email Still Has Its Place 409
22.2.1 Email Format 409
22.2.2 Email Privacy Issues 411
22.2.3 Email Quality Issues 411
22.2.4 Email Offshoots and Alternatives 412
22.2.5 Email’s Future 413
■■ GUIDELINES for Email 414
22.3 Common Considerations for all Workplace
Correspondence 415
22.3.1 Interpersonal Considerations 415
22.3.2 Structural Considerations 417
22.3.3 Length Considerations 420
22.3.4 Writing Workplace Correspondence
Efficiently 421
22.4 Text and Instant Messaging 421
■■ PROFILE Communicating Globally with Professional
Email Style 422
Exercises 423 • Collaborative Project 423
viii Contents
23 Job-Search Communications 424
23.1 Assessing Your Skills and Goals 424
23.1.1 Completing a Self-Inventory 424
■■ ON THE JOB… Attitude 426
23.1.2 Your Transferable Skills 426
■■ IN BRIEF Employability Skills Profile: Employability
Skills 2000+ 427
■■ IN BRIEF Preparing for the New World of Work 428
23.1.3 Personal Job Assessment 429
23.2 Job-Market Research 430
23.2.1 Identify Information Needs 430
23.2.2 Identify Information Sources 430
23.2.3 Inquiries 433
23.2.4 Networking 435
■■ ON THE JOB… Active Networking 435
23.3 Preparing Résumés and Employment Portfolios 437
23.3.1 Uses for Résumés 438
23.3.2 Preparing Your Résumé 438
■■ ON THE JOB… Omit Career Objectives 439
■■ ON THE JOB… Evidence of Transferable Skills 440
23.3.3 Organizing Your Résumé 441
23.3.4 Image Projection 441
23.3.5 Electronic Résumés 446
23.3.7 Employment Portfolios 447
■■ GUIDELINES for Résumés 449
23.4 Contacting Employers 451
23.4.1 Campaign Strategies 451
23.4.2 Contact Methods 452
■■ ON THE JOB… Hiring Criteria 457
23.5 Employment Interviews and Follow-Up
Correspondence 458
23.5.1 Interview Preparation 459
23.5.2 An Interview Timeline 459
23.5.3 Questions 460
23.5.4 Answers 461
■■ ON THE JOB… Mental Agility 461
23.5.5 Follow-Ups to Interviews 462
23.5.6 Responding to Job Offers 462
■■ IN BRIEF Evaluating a Job Offer 463
23.5.7 Special Considerations for Contractors 464
■■ PROFILE The Evolution of Recruiting and Hiring
Practices for Employers and Candidates 465
■■ CHECKLIST for Revising and Editing Job-Search
Correspondence 466
Exercises 466 • Collaborative Projects 467
24 Oral Presentations 468
■■ ON THE JOB… Leaders Need to Speak Well 468
24.1 Factors of Successful Speaking 469
■■ ON THE JOB… Speaking on the Job 469
■■ ON THE JOB… Speaking Success 470
■■ ON THE JOB… New Platforms for Presenting 471
24.2 Four Presentation Styles 472
24.2.1 Delivering Extemporaneous Talks 472
24.2.2 Impromptu Speaking 473
■■ ON THE JOB… Successful Impromptu Speaking 473
24.3 Preparing Your Presentation 475
24.3.1 Research Your Topic 475
24.3.2 Outline Your Presentation 475
24.3.3 Plan Your Visuals 477
24.3.4 Prepare Your Visuals 478
24.3.5 Prepare Notecards 482
24.3.6 Rehearse Your Talk 483
24.4 Delivering Your Presentation 483
■■ GUIDELINES for Oral Presentations 485
24.5 Other Workplace Speaking Situations 486
24.5.1 Conducting Webinars 486
24.5.2 Speaking at Meetings 486
24.5.3 Electronically Conducted Meetings 488
■■ IN BRIEF Cross-Cultural Audiences May Have
Specific Expectations 489
■■ PROFILE Learning from Indigenous Perspectives
on Public Speaking 490
Exercises 491 • Collaborative Project 491
25 Using Online Media 492
25.1 Webpages 492
25.1.1 Audience and Purpose 493
■■ ON THE JOB… Screen versus Print Documents 493
25.1.2 Characteristics of Successful Webpages 494
25.1.3 Writing for and Designing Webpages 494
■■ IN BRIEF Using SEO to Attract Website
Visitors 496
■■ PROFILE Online Communication Perspectives from
a Content Strategist and UX (User Experience) Writer 496
■■ GUIDELINES for Writing for and Designing
Webpages 497
25.2 Blogs 498
■■ ON THE JOB… Podcasting and Receiver Control 499
■■ ON THE JOB… Benefits of Podcasting 500
25.3 Wikis 500
25.3.1 Internal Wikis 500
25.3.2 External Wikis 500
25.3.3 Wikis and New Ways of Working 501
25.4 Social Networks 501
25.4.1 The Value of Social Networking Media 501
25.4.2 The Future of Social Networking Media 503
25.4.3 Are Social Media Worth the Effort? 504
■■ CHECKLIST for Blogs, Wikis, and Social Networks 505
Exercises 505 • Collaborative Project 506
Appendix: Grammar and Style at Work 509
Correction Symbols 597
Proofreader’s Marks 598
Works Cited 599
Subject Index 606