Technical Communication in the Twenty-First Century (TCTC) will prepare students to be successful writers and readers of technical communication, regardless of their career path. This text features a wealth of interesting examples, applications, and cases that engage the student and demonstrate both effective and flawed communication. An emphasis is placed on analyzing why something worked or did not work as well as on how to produce the appropriate communication.  TCTC’s problem-solving approach asks students to think rhetorically about writing situations through detailed explanations and specific examples. The Problem-Solving Approach (PSA) provides students with a useful heuristic to guide them through the process of analyzing a variety of communication situations and solving workplace communication problems.   NOW AVAILABLE WITH MyTechCommLab!   Offering the best available online resources for technical writing, MyTechCommLab is a dynamic, comprehensive site that engages as it helps to improve the skills that technical writers need most—writing, research, and document design. Also included: extensive review and practice opportunities for basic grammar and usage. Most activities in MyTechCommLab report through Grade Tracker, an easy-to-use feature that allows students and instructors to view student results on all of the site's exercises and activities. The book-specific CourseCompass versions of MyTechCommLab provide complete ebooks, book-specific resources, and extensive course management tools. Learn more...   Pearson's MyTechCommLab has been completely reorganized, with a wealth of new content specific to technical communication, including a completely new section on document design and graphics, a tutorial on writing formal reports, and new model documents and activities! NEW! Document Design and Graphics section, including step-by-step tutorials on document design/ visual rhetoric and Web-page design NEW! More than 80 sample documents, many interactive NEW! Document-based Case Studies on usability NEW! More than 65 document-based activities NEW! Tutorial on Writing Formal Reports And much, much more!

Table of Contents:
Brief TOC   Chapter 1: Technical and Professional Communication in the Workplace   2   Chapter 2: Rhetoric and Technical Communication   22   Chapter 3: Technical Writing and Electronic Technologies   42   Chapter 4: Ethics and the Workplace Writer   70   Chapter 5: Researching and Evaluating Source Materials   96   Chapter 6: Organizing and Drafting Documents   130   Chapter 7: Visual Rhetoric and Using Visuals   164   Chapter 8: Layout and Design   216   Chapter 9: Revising, Rewriting, and Editing   252   Chapter 10: Usability   292   Chapter 11: E-mail and Memos   318   Chapter 12: Letters   348   Chapter 13: Finding and Obtaining Employment   376   Chapter 14: Technical Definitions   414   Chapter 15: Technical Descriptions   442   Chapter 16: Websites and Online Environments   464   Chapter 17: Technical Instructions   500   Chapter 18: Manuals   540   Chapter 19: Proposals and Requests for Proposals   570   Chapter 20: Informal Reports   610   Chapter 21: Formal Reports   632   Chapter 22: Presentations   662   Appendix A:  Grammar Handbook   694   Appendix B:  Documentation   710     Complete TOC:    Chapter 1: Technical and Professional Communication in the Workplace Chapter Learning Outcomes Real People, Real Writing Introduction             Writing across Workplaces Writing, Writing, and Writing             Technical and Professional Writing as Documents             Technical and Professional Writing as Problem Solving             The Problem-Solving Approach             Technical and Professional Communication in the Real World Chapter Summary Concept Review Questions Case Study Cases on TCTC Website Video Case Writing Scenarios     Chapter 2: Rhetoric and Technical Communication Chapter Learning Outcomes Real People, Real Writing Introduction Exigence and Purpose Audiences             Audiences Vary from Writing Situation to Writing Situation             Audiences Have Expectations and Attitudes             Audiences Use Documents             Multiple Audiences Often Read Documents             Cross-Cultural Audiences Workplace Writers             Correctness             Experience and Expertise             Goodwill             Similarity             Audiences Must Trust Writers Documents Chapter Summary Concept Review Questions Case Study Cases on the TCTC Web Site Video Case Writing Scenarios     Chapter 3: Technical Writing and Electronic Technologies Chapter Learning Outcomes Real People, Real Writing Introduction             One Additional Note Creating Documents             Word Processors             Web-Authoring Software             Graphics and Imaging Software             Desktop Publishing Software             Help Authoring Tools             Single Sourcing Programs Communicating and Collaborating             The Internet             Email Ethics and Electronic Communication             The World Wide Web             Electronic Messaging             Videoconferencing             Groupware The Future of Workplace Writing and Computer Technology Chapter Summary: Concept Review Questions Case Study Cases on TCTC Website Video Case Writing Scenarios     Chapter 4: Ethics and the Workplace Writer Chapter learning Outcomes Real People, Real Writing Introduction What is Ethics?             Legal vs. Ethical             Ethics and the Workplace Writer Ethical Guidelines for Workplace Writers             Guideline #1: The Law             Guideline #2: Honesty             Guideline #3: Confidentiality Codes of Ethics Ethics and Technology or Cyberethics             Email             Websites             Visuals Environmental Ethics             Deceptive or Evasive Language             Obscuring the Issue The Ethical Writer’s Check List Summary Concept Review Questions Case Study Cases on the Web Video Case Writing Scenarios     Chapter 5: Researching and Evaluating Source Materials Chapter Learning Outcomes Real People, Real Writing Introduction             Problem-Solving Approach             Asking the Right Questions             Primary and Secondary Sources Finding and Evaluating Source Materials             Research in the Workplace: An Example             Primary Research Conducting Primary Research Interviews Surveys Focus Groups Note Taking and Drafting Note Taking Drafting (as Note Taking) Documentation and Ethics in Researching Quoting, Paraphrasing, and Summarizing Chapter Summary Concept Review Case Study Cases on TCTC Website Video Case Writing Scenarios Problem Solving in Your Own Writing     Chapter 6: Organizing and Drafting Documents Chapter learning Outcomes Real People, Real Writing Introduction Drafting             Writing the Body Organizational Strategies             Sequential             Chronological             Order of Importance             General/Specific             According to Divisions             According to Classifications             Cause and Effect             Comparison/Contrast             Spatial Writing the Conclusion Writing the Introduction             Purpose/Objective             Scope             Identifying the Problem             Relevant Information/Background             Key Terms             Overview of Organization             Summary Web Page Introductions Drafting Strategies             Confirm Your Purpose             Analyze Your Audience             Gather Your Information             Develop Ideas about the Information             Organizing Your Information             Writing the First Draft Electronic Templates and Wizards Summary Concept Review Case Study Cases on the Web Video Case Writing Scenarios     Chapter 7: Visual Rhetoric and Using Visuals Learning Outcomes Real People, Real Writing Introduction             Graphics             Images Visual Rhetoric             Increase Comprehension             Clarification             Provide Examples             Illustrate             Depict Relations             Emphasize             Highlight             Gain Attention             Establish Authority             Reach a Broader Audience             Improve Organization             Simplify Types of Visuals             Types of Graphics             Types of Images Finding, Creating, Capturing, and Formatting Visuals             Databases             Web Searches             Clip Art             Making Your Own Visuals Using Color Effectively             Using color to Highlight or Draw Attention             Using Color to Demarcate Textual Division             Using Color to Identify a Particular Part of a Document or Kind of Text             Using color to clarify organization and relationships between textual elements             Using Color to Improve the Aesthetic and Professional Quality of Documents             How to Color             Guidelines for Using Color When and Where to Use Visuals             Guidelines for Using Visuals Revising Visuals Ethics and Visuals Summary Concept Review Case Study Cases on the Web Video Case Writing Scenarios     Chapter 8: Layout and Design Chapter Learning Outcomes Real People, Real Writing Introduction Layout, Design, and the Problem Solving Approach Principles of Document Architecture Balance Connection Duplication Variation Flow Elements of Document Architecture Physical Properties Text and Typography Titles and Headings Captions Headers and Footers Lists Line Length, Spacing, and Justification White Space Summary Concept Review Case Study Cases on the TCTC Web Site Video Case Writing Scenarios Problem Solving in Your Writing     Chapter Nine: Revising, Rewriting, and Editing Chapter Learning Outcomes Real People, Real Writing Introduction Revising Rewriting Editing Guidelines for Revising Get an Overview Trim the Fat Revising for Clarity Revising for Concision Revising for Style Revise for Tone Revising for Visuals Revising for Consistency and Integrity Revising for Timeliness Guidelines for Rewriting Work from Large to Small Consider Your Audience Consider Your Purpose Consider the Format Consider the Ethical Dimensions Guidelines for Editing    General Proofreading and Editing Guidelines Editing for Grammatical and Punctuation Correctness Editing Alone or in Groups Technology Highlighting Sentences Removing Text Cut, Copy, and Paste Visuals and Character Insertion Language tools Document Design Summary Concept Review Case Study Case Studies on the TCTC Web Site Video Case Writing Scenarios Problem Solving in Your Own Writing [PSA LOGO]     Chapter 10: Usability Chapter Learning Outcomes Real People, Real Writing Introduction Usability in the Workplace Where Usability Testing Takes Place             In the Lab             Outside the Lab             Field Testing Planning, Conducting, and Reporting Usability Tests             Establish a Team             Define Parameters of the Test             Define the User Profile             Establish Issues and Goals of the Test             Write the Test Plan             Recruit and Screen Participants for Test             Conduct the Usability Test             Collect Data from Test             Administer Post-Test Questionnaires to Participants             Analyze Findings             Report the Results and Make Recommendations Ethical Considerations in Usability Testing             Briefing Participants about the Test Process             Creating Unbiased Questionnaires             Consent and Nondisclosure Forms             Visits “In the Field” Website Usability Chapter Summary Concept Review Questions Case Study Cases on the TCTC Web Site Video Case Writing Scenarios     Chapter 11: Email and Memos Chapter Learning Outcomes Real People, Real Writing Introduction             Level of Formality             Introductory and Concluding Information             Level of Detail             Basic Elements of Email Messages             Subject Lines             Recipients             Message Content and Length             Paragraph Length and Spacing             Other Formatting Issues             Signatures             Attachments Electronic Messaging Basic Elements of Memos             Content              Length and formatting             Design features Situations Requiring a Memo Choosing Between Email and a Memo Chapter Summary Concept Review Questions Case Study Exercise Cases on TCTC Website Video Case Writing Scenarios Problem Solving in Your Writing     Chapter 12: Letters Chapter Learning Outcomes Real People, Real Writing Introduction Basic Elements of Letters             Heading or Letterhead             Date             Recipient’s or Inside Address             Salutation or Greeting             Introductory Paragraph             Body Paragraphs             Concluding Paragraphs             Closing Phrase or Complementary Close             Signature             Additional Page Headers Additional Features             Introducing Line             Typist’s Initials             Enclosure Line             Distribution Line Formats for Letters             Block Style             Modified Block Style Patterns for Organizing a Letter             Positive Messages             Negative Messages             Persuasive Messages Chapter Summary Concept Review Questions Case Study Exercise Cases on TCTC Website Video Case Writing Scenarios Problem Solving in Your Writing     Chapter 13: Finding and Obtaining Employment Chapter Learning Outcomes Real People, Real Writing Introduction Preparing for a Job Search             Gather Information through Library, Internet, or Placement Center Research             Gather Information through Interviews             Gather Information through Professional Organizations, Meetings, Email Lists, and Electronic Bulletin Boards             Apply for Work-Study, Internship, or Volunteer Programs Related to your        Career             Begin a Working Résumé (or a Personal Data File)             Are You a Job Hopper?             Request Letters of Recommendation and References             Begin Compiling a Dossier or Portfolio             Begin your job Search Creating Employment-Related Documents             Recommendation Request Letters             Letters of Inquiry             Résumés             Online Résumés             Scannable Résumés             Ethics and Résumés             Job Application Cover Letters Preparing for Job Interviews             Gathering Information             Anticipating Questions             Mock Interviews Participating in Job Interviews             Beginning of Interview             Middle of Interview             Conclusion of Interview             Follow-up letters Negotiating and Accepting Job Offers             Job Acceptance and Rejection Letters             Acceptance Letters             Rejection Letters Summary Concept Review Case Study Cases on the TCTC Web Site Video Case Writing Scenarios Problem Solving in Your Writing   Chapter 14: Technical Definitions Chapter Learning Outcomes Real People, Real Writing Introduction Dictionary Definitions Kinds of Definitions Definitions that Describe Definitions that Compare & Contrast Definitions that Classify Definitions that Provide Examples Definitions that Illustrate with Visuals Writing Definitions and the Problem-Solving Approach Plan Research Draft Revise Distribute Defining Symbols and Signs Ethics and Definitions Full Disclosure Appropriate Style Common Mistakes in Creating Definitions Chapter Summary Concept Review Questions Case Study Video Case Studies Writing Scenarios Problem Solving in Your Own Writing     Chapter 15: Technical Descriptions Chapter Learning Outcomes Real People, Real Writing Introduction             Technical Specifications Components of Technical Descriptions             Introduction of a Technical Description             Background             Parts and Characteristics             Visuals in Technical Descriptions Composing Technical Descriptions             Descriptive Detail             Organizing Technical Descriptions             Headings             Parts Lists Ethics             Objectivity             Audience Analysis             Alerts             Usability Testing Summary Concept Review Questions Case Study Cases on the Web Video Case Writing Scenarios Problem Solving in Your Own Writing     Chapter 16: Websites and Online Environments Learning Outcomes Real People, Real Writing Introduction Basic Differences Between Writing a Website and Writing a Print Document             Size and Dimension             Navigational Features              Visual Components             Multimedia             Accessing Speed Intranet and Internet Web Pages             Intranet Web Pages             Internet Web Pages Web Terminology             Web Page             Web Browser             URL             Home Page             Hypertext             Link             Interface             Navigation             Search Engine             Site Architecture             Site Map             Server space             Cookies Web Technologies             HTML             XHTML             Tables and Frames             CSS             Web Authoring Software             Javascript             CGI             CMS             Plugins             Ethics             Accessibility             Maintaining Company Image             Informing the General Public Standard Web Page Guidelines             Continuity and Branding             Navigation             Splash Page             Home Page             Nodes             Sub Page             Search Optimization and Meta-tags             FAQ             Site Map             Color Organizing a Website Web Sites and Usability             Navigation:             Content             Visuals             Other Summary Concept Review Questions Case Study Cases on the TCTC Web Site Video Case Writing Scenarios Problem Solving in Your Writing     Chapter 17: Technical Instructions Chapter Learning Outcomes Real People, Real Writing Introduction Ethics General Guidelines for Technical Instructions Organizing Instructions General Overview Title/Title Image Byline Date Introduction to Instructions Alerts/Special considerations Equipment Needed/Tools Parts Lists Steps Conclusion The Quick Reference Card Help Pages Be Concise Be Clear Be Thorough Be Direct, but Be Friendly Provide Examples Provide Links Make it Searchable Final Words on Help Pages Usability Design Summary Concept Review Questions Case Study Cases on the Web Video Case Writing Scenarios Solving Problems in Your Own Writing     Chapter 18: “Manuals” Chapter Learning Outcomes Real People, Real Writing Introduction Types of Manuals Policy Manuals Procedures Manuals Operations Manuals Operators’ Manuals Owners’ or Users’ Manuals Service and Maintenance Manuals Training Manuals Field Manuals Lab Manuals Manual Standards General Guidelines for Manuals Writers consider readers first and foremost when writing manuals Writers understand the function and purpose of the manual Writers develop detailed outlines and overviews of the manual before writing Writers understand their information sources Writers agree on divisions of labor in writing manuals Writers consider the format in which the manual will be produced. Writers test manuals through usability testing Manual Organization Front Matter Body Conclusion and End Matter Usability Updating Single Sourcing Manuals as Marketing and Public Relations Ethics Format and Design Summary Concept Review Questions Cases on the Web Video Case Writing Scenarios Solving Problems in Your Own Writing     Chapter 19: Proposals and Requests for Proposals (RFPs) Chapter Learning Outcomes Real People, Real Writing Introduction Types of Proposals             Internal and External             Sole-Source Contracts Requests for Proposals (RFPs)             Reading RFPs             Writing RFPs RFP Ethics and Professionalism RFP Technology             World Wide Web             Databases and Lists             RFPs and Communications Technologies             PDFs             Forms Proposals             Sales Proposals             Research and Grant Proposals Writing a Proposal             General Guidelines for Writing Proposals Proposals and Technology Coffee Rings and Pretzel Crumbs Summary Concept Review Questions Case Study Case on the Web Video Case Writing Scenarios Problem Solving in Your Writing     Chapter 20: Informal Reports Chapter Learning Outcomes Real People, Real Writing Introduction Informal Reports[dld1]                          Progress Reports                         Informal Lab Reports                         Directives                         Incident Reports Composing Informal Reports             Plan             Research             Draft             Revise             Distribute Ethical Issues in Report Writing Summary Concept Review Questions Case Study Cases on the TCTC Web Site Writing Scenarios Problem Solving in Your Own Writing     Chapter 21: Formal Reports Chapter Learning Outcomes Real People, Real Writing Introduction Recommendation Reports Feasibility Reports Evaluation Reports Problem-Solving and Rhetorical Concerns in Formal Reports             Audience             Research             Visuals and Graphics             Collaborative             Drafting and Revising             Distributing Components of Formal Reports             Front Matter             Body             Back Matter Ethical Issues in Formal Report Writing Chapter Summary Concept Review Questions Case Study Video Case Studies Writing Scenarios Solving Problems in Your Own Writing     Chapter 22: Presentations Chapter Learning Outcomes Real People, Real Writing Introduction Informal Presentations Formal Presentations Preparing for a Presentation Identifying your Audience Assessing the Physical Context Determining Time Gathering and Evaluating the Information Choosing the Appropriate Visual Aids Creating Effective Visuals Additional Suggestions for Creating Presentation Slides Planning Your Speech Organizing your Presentation Delivering a Presentation Vocalization Body Language Fielding Questions Summary Concept Review Case Study Cases on the TCTC Web Site Video Case Writing Scenarios Problem Solving in Your Writing   Appendix A:  Grammar Handbook   Appendix B:  Documentation   Index