Chapter 21

Instructions are a very important part of the process of creating products and of the actual product. Instructions have a purpose of enabling users to complete tasks. There are three main concerns. The first concern is if the audience understands, if the audience can learn from the instruction, can the audience read the piece.
There are four categories of instructions.

• Actions/behavior of personnel
• Assembly of objects or mechanisms
• Operation of equipment
  
• implementation of a process

The first thing one must to before writing instructions is analyze the audience. This must be done to make sure the instructions address the audiences needs and experience. The instructions must be user friendly. They also normally written in second person.
Other things that must be considered is if your instructions need to be accessible to a broad range of users who may come from different cultures. There are two things to remember if you are up against this type of audience. First, you must provide instructions translated into multiple languages. Second, you must use visuals that are likely to be understood in many cultures. Another thing to consider is the wording of the instructions. We learned this part from our bilingual assignment. The wording must be free from words that may bring complication to the translation phase of writing.
As technology hits the instruction filled world we live in it has also gone electronic. Many companies have gone with both print and electronic documentation. Now more and more you will see only electronic documentation and help systems available on the web.
After constructing an instruction document it may help to go through this list and make sure all or most of the elements are included.

• Purpose with a title and goal statement or objective
• Necessary components: Parts lints, equipment list, materials list
• Accurate chronology, with factors
• Clear, direct wording and consistent terminology
• Accurate, relevant details
• Rationale
• Stylistic and grammatical conventions
• Warnings and cautions

To strengthen your instructions it is always helpful to include visuals. But one must achieve visual and verbal balance.
Another important aspect of instructions is for safety. There are inherent risks associated with some instructions, because of this instructions writers must provide users with sufficient notices about cautions, warnings, and dangers. Symbols and colors are also helpful to users.


By: Tyler Deike and Anders Rydholm

Chapter 19 Summary

Preparing Proposals
Katie Jenney and Jesse Meyers

Burnett presents five main points to consider when working with proposals and they are: characterizing proposals, the use of persuasion in proposals, considering requests for proposals, preparing proposals, and the organizing and submission of proposals.
A proposal is used to convey a plan to an audience that addresses a problem and is useful. When characterizing a proposal, the question that needs to be asked is: what is the purpose of the proposal? A proposal can be used to solve a problem, investigate a subject, or sell a product or service. The development of a proposal and its submission for input is called a published request for proposal or RFP. Often a proposal is expected to include information about the situation, the plan of action, the benefits of the proposal, how the proposal will be approached, and evaluation of the proposal, and what qualifications one has dealing with the proposal.
Proposals come in different forms. A request for proposal (RFP) is a proposal that contains input from a company to address a problem. A solicited proposal is a written response to an RFP and provides the guidelines for which the proposal will be accepted. There are also unsolicited proposals which are written to respond to a perceived need that an organization has.
The use of persuasion in a proposal is useful because a proposal is an attempt to address a problem and persuasion can help the audience develop good feelings about the proposal and accept it. However a proposal needs to be produced using ethics, credibility, and logic. Aristotle’s three aspects of persuasion are: concerns of the audience, credibility of the speaker or writer, and the logic of the message.
When writing a proposal first the specific audience must be considered because a perceived problem may not be accepted without first finding an applicable solution to the problem. Burnett specifically stated in the book the simple most important aspects of preparing a proposal are to “establish that the problem of opportunity exists and then clearly show how your plan addresses it.” Also, your credibility as the presenter of the proposal must be considered so therefore you must establish a good reason why you are qualified to implement the proposal. Finally the logic shown in the proposal need to be based on sound assumptions that are reasonable and that the plan presented is reasonably attainable. This also means that both sides of an issue need to be addressed in the proposal to show a good and strong argument.
The process of writing a proposal is a tedious process but care has to be taken to write a successful one. First, identify the problem or opportunity and support that problem or opportunity with background information. Then state the desired outcome of your proposal and specify the product or service that you need. Be sure to include detailed information on the organization in the proposal as well as the personnel. In addition to the information provided, be sure to state deadlines and a suggested budget.
Finally when submitting a proposal you should always consider how it can be improved. Proposals often are submitted via electronic submission which may be something to consider because it can save money by decreasing the amount of printed documents, time, and space because files on a computer take less area than several hundred pages of a proposal. Submitting electronically can also be flexible in that it can be submitted anywhere and at anytime. Another reason submitting electronically can be beneficial is data protection. Because the data that you are submitting can be electronically encrypted, this ensures only intended authority can read it.

Chapter 20

Valerie Teagarden and Robert Lawson


Chapter 20 is an excellent source for report writing. Burnett breaks the chapter into four sections: planning reports, types of reports, formats of reports and finally examining a report.
Planning a report consists of deciding on the purpose, formality, audience, organization and genre. Determining the purpose can consist of one of three choices: to report information, to analyze information or to persuade readers. Assessing the formality is important to decide how formal or informal the report should be. Informal reports are usually letters, memos or a condensed report. Formal reports need to include more background information and usually are for an unknown audience. Knowing your audience is a necessary process as well. Decide whether the report is for a primary reader, intended for the decision makers or those who need technical details. If the report is for secondary readers usually including supervisors, those who don’t need to make decisions but the process may affect their work.
Organizing your information is crucial. A common structure is starting with your overview followed by background, recommendation, evidence and ending with your discussion. Important things to keep in mind when writing is to not use acronyms, provide definitions, and explanations and if using visuals make sure they are of high quality. The last part of planning a report is selecting the genre. Whether it is a prepared form, memo, letter or formal report, selecting the genre depends on the material and the audience.
The next section Burnett discusses is types of reports. Most common reports are; research, task, periodic activity reports, progress reports and trip and conference reports. All of these reports are used frequently. Research reports are used to introduce new knowledge and to have the new knowledge applicable to outside matter. Task reports are useful while working on a project. Discusses the projects methods and procedures and evaluates the procedures. Periodic activity reports are used frequently and are filed for future reference. Usually consist of an overview, activities and recommendations. Progress reports are used frequently as well. Typically used to give an overview, state the progress, suggest recommendation, provide evidence and discuss the impact. Meeting minutes can be another form of reporting which is also common in the workplace. Meeting minutes describe what was done at a meeting and not what was said. These are usually filed for future reference. The last type of report is trip and conference reporting. This is done to describe what took place, contacts that were made and a summary of the activities these reports are done for the people that were not able to attend.
Formatting a report uses inductive or deductive reasoning depending on the audience. An important part of formatting is design. When designing your report make sure to examine whether it is accessible, comprehensible, and usability. Using the correct, simple fonts at the right size and boldness are important.
Finally Burnett discusses examining a report. She discusses the important of identifying the content and context, anticipate the reader’s needs, establish connections, make it professional and easily accessible.

Chapter 17 Summary

Corey Place & Gena Gilbertson
This chapter discusses how one should prepare for professional oral communication. It discusses the different types of presentations that you one must adjust to accoring to its audience as well as just the type of approach that the speaker wishes to take in delivering out his message. The three type of presentations that are explained by Burnett in her text are; informal, formal, and class presentations. Informal presentations are generally more laid back simply because these presentations are in the company of people that you know and are very comfortable speaking with. Burnett does make it clear though that even though the presentation is informal, the speaker must still know the information he/she wishes to deliver greatly to ensure better delivery of ideas. Formal presentations are typically more difficult to prepare for because you do not always knows the people in the audience so research is required to make sure that the information you provide will be able to make sense to your intended audience. Burnett tells us that basically there are no time limits on these types of presentations. There can be seminars that can be all day events with several different types of presentations made about the same idea but all of them may simply be in a different atmosphere or just done a little differently than the others.
A very important area discussed in this chapter as well is the different types of audiences that there are in this area of discussion. Burnett goes on to list four different audiences, along with some of the characteristics of each:
-Professional peers- assume that you of high expertise and tend to ask more questions.
-Non-expert professionals- tend to be higher-ups in the company who make decisions for the benefit of the company but have limited knowledge on the technological facts of what may go into the decision.
-International audiences- these audiences may take more reseach into how you would like to do your presentation simply because the information that is native in your country may mean differently or negatively in your audiences country. You may want more visual aspects for this audience to put emphasis on main points more.
-General audiences- this audience tends to be more diverse with all just being around for a similar goal but coming from all different areas. Inolvement with the audience is key with this type of audience.

Towards the middle of the chapter we are given some main points on how to organize the information in your presentation and how to effectively deliver your message. Burnett gives us tips explaining the importance of reviewing your main points and emphasizing them throughout the presentation. Using illustrations to deliver the idea of your main points more effectively. and to provide a sense of humor which will help stimulate someinterest in the speech while varying your pace of delivering your presentation to help keep the audience interested. With these tips in mind we are given a rundown on PowerPoint presentations. These are very effective tools in delivering main points to an audience because the transitions can be smoothly delivered, and PowerPoint is able to be used by anyone trying to deliver any message successfully. Some of the things that can doom a presentation are given on P. 622 for example; too many bullets, too small of font size, poor resolution of visuals, ect.
Another effective thing that can be used during a presentation is handouts. Burnett explains that during the presentation, by using handouts the audience can take notes to better retain some of the main points that you have discussed in your presentation. It gives them a better understanding of your terminology while giving the audience references to look at for further information once the presentation is over. If you are thinking about using handouts as a tool for this purpose there are a couple of things Burnett adds that you should think about first. When should you distribute handouts? How much detail should handouts include? How should you refer to handouts during the presentation? What is the real value of your handouts? All of those well thought out questions can greatly improve the success that a handout can make in your presentation.
Finally the end of the chapter discusses how the presenter should present his or herself for the presentation. You must look the part to deliver whatever message it may be. Usually comedians tend to look and dress like the audience that they are trying to reach, similarly a CEO for a fortune 500 compnay will appear very formal and professional when trying to deliver points about his work. Along with looking the part speakers need to have good voices for speaking that can effectively hit all the areas of the room in which it is speaking. Varying pace, perhaps some comic relief if called upon is important as well. Burnett lists alot of good tips for public speaking on P. 634 for current and future presenters; wear appropriate clothing, handle notes comfortably, make eye contact, handle mistakes smoothly, relax your hands, relax your feet, move naturally, use the podium comfortably. All these tips can help make you a better presenter in whatever field your intended audience happens to be in.
The last thing Burnett discusses in this chapter is active listening. This is important in helping someone in the audience better grasp the concepts that the speaker is giving the audience. You must determine a purpose and keep that in your mind to keep somewhat of a theme going in your mind. Next you must indentify the points that the presenter is giving, and watch the reactions of the speaker to get what information he is putting more emphasis on. Lastly make connections with all the information obtained during the presentation. Summarize the information so that you walk away feeling better informed on the issue that was just discussed.

CHAPTER 13 SUMMARY

Chapter 13's goals were to identify and distinguish effective electronic communication.
This chapter dealt w/ different aspects of design and multimedia of online electronic communication. (i.e. websites and electronic resources) The chapter analyzed web page design, described the iterative design process, and explained key aspects of information architecture.
Designers and users both see electronic communication as interactive and non linear, virtual and open, complex and dynamic. People access electronic information services through the internet, online with a PC and a variety of types of software. People use handheld PDA's store adresses, browse headlines, and keep calendars. Accessibility depends on a users memory, bandwidth, and connectivity. Designers must account for differences in screen size for handheld and wireless devices.
The world wide web is comprised of networks of servers and users computers that exchange resources using internet protocols. Sophisticated interactive environments require the server to share resources with the client the same way designers interact with users. Users can access websites through their URL (Uniform Resource Locator) Design components and elements to consider are
screen/page size: How much text can a reader see at one time? Larger screens see more. reading on a monitor reduces the users spacial awareness of the document.
legibility: How easy is it to read whats on the screen? Font, background, and text color, also visual cues like underline, boldface, and italics.
responsiveness: How quickly should a system respond to a users reactions? If the response time is 0.1 seconds or less it seems instantaneous to suers, and they will stay focused if the response time is no more than 1 second. Typically people become distracted if the response time is longer than 10 seconds.
navigation: How easily can people navigate a website? How easily can readers move through and locate places on the text? Web users are influenced by colors, links, backgrounds, images, and icons, even with navigation aids getting lost is easier electronically than on paper.
equipment and services: How much are readers constrained by phisical realities? Even though fast modems and higher bandwidths are available the modems and lines used by most people are too slow for decent response times.
Consider empowerment of the author through empowerment of the reader. Consideration of link sequences and navigation aids is imporant. Links should have additional links that refine the directions purpose and offer multiple equally productive paths based on the users needs.
Some principals and practices of effective design include information architecture (The framework and structure of the content), page/screen designs, and content. The importance of information architecture is to organize the information. A site map is like a blueprint of a construction site. It expresses the layout and the design of the entire site and internal relationships. The site map categorizes information available to users. The relationships between categories of information are then established. Pathways to information are created based on judgements and user testing. Points of interaction are established this is why functions and forms are included.
A few generic organization schemes are
Heirarchal structure: The main menu provides access to sections and then sub-sections like a pyramid scheme.
Sequential structure: Sequential structure designers exert more control over paths users can take in a prescribed order. (i.e. take a follow through instructional guide pg.1 -> pg.2 -> pg.3
Interlinked structure: Creates multiple relationships on many pages and allows increased flexibility.
Structure on demand: Structures contain static elements and custom responses to users inputs. Here the designer/user interaction is incredibly complex and the site forms a response to a user query or input.
The last point of the chapter is the importance of labeling information. Labeling information is essential, and it must be in a way that best allows users to find the resources they need. Labels include page titles, menu items, links, headings, buttons, and controls.

Chapter 18 - Preparing Correspondence

Rob Michals
Aaron Isakson

Chapter 18

This chapter discussed the ways to communicate through emails, memos, and letters. When leaving a message or email for someone, there are several notable factors that can affect the outcome of what they will think, and how they will reply. Knowing who you are addressing, stating the urgency, and the typographical correctness can play an important role in your tone to the audience. We all use notes and email throughout the day, and most of us probably do not realize how we address different people. A professor would receive a more formal email than if I were to send one to a friend. Email is the most common form of electronic messages. There are many rules of etiquette that are used in emails. Page 648 gives a few pointers on how to properly write a formal email. Simple and direct language is how formal straight forward emails should be written.

When writing try to replace the word "I" or "we" since these terms draw more attention to the writer instead of the intended topic. Instead of using "I/we" use "you" thus the intended topic will translate through to the reader. Also avoid all forms of biased language, for example instead of fireman use firefighter. There are some very good example on page 653 of our Technical Communications textbook. The organization of information is very important, these three guidelines will aide the writers organization skills, they are: disseminating information, making requests or inquiries, responding to requests or inquiries. Basically identify the who, what, why, where, when, and how within the information. Get to the point and lead the audience down the logical path without clouding the learning process with useless jargon. Pages 672-674 in our textbook show a great example of all of these topics.

Chapter 16 Summary

Devin Doyle
Wendy Sandstrom

This chapter is about process applications in technical communication in a particular process or steps in an action or process. It can also pertain to how something works, a process or explanation of how to do something. Sometimes includes technical information involving a decision. The definition according to Burnett is "the explanation of sequential actions to members of an audience who need enough details to understand an action or process, but not enough to necessarily enable them to complete it."
Process explanations differ from directions is the enabling of someone to do that particular action. It "identifies the general nature of the task; It provides an overview rather than focusing on details. These process explanations help an organization run smoothly, if it does not include enough or inaccurate information then particular problems can arise.
Using these process explanations come in many different aspects. Some ways are in reports, task manuals, orientation and training materials, marketing and promotional materials, and public information and education. In reports, whether online of print, provide background information usually in a particular order such as the technical description, the process explanation, and benefits or advantages. Task manuals is one of the more frequently used types of using process explanations. These pertain to things such as step-by-step instructions to complete a task. Orientation and training materials refer to mainly to new persons being introduced into something and often need an explanation why it needs to be done. Marketing and Promotional materials explain usually how something works. Public information and education are more general interest publications such as daily newspapers or web sites.
How to prepare a process explanations comes in steps such as defining the purpose, identifying the steps, visuals, diction, organization and format. When defining the purpose, think of who your audience is and their purpose for reading your document. The identification of the steps is basically the listing of the particular steps involved in the process explanation. Visuals pertain to which type of visuals you will use to illustrate the process. Diction is how will you verbalize the process or the language you use in the process. Finally, the organization and format includes things like the chronological order of the steps. Also includes headings, subheadings and other things that help the readers find their way through the document.
The book finally does a setup on examining a particular sample of a process explanation about developing low-cost roofing material. It also goes into the corrections and how to proofread a process explanation.