1 technical communication a reader-centred approach first canadian edition paul v. anderson kerry...

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Technical CommunicationTechnical CommunicationA Reader-Centred ApproachA Reader-Centred Approach

First Canadian EditionFirst Canadian Edition

Paul V. AndersonPaul V. Anderson

Kerry SurmanKerry Surman

www.techcomm.nelson.com

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Drafting Paragraphs, Drafting Paragraphs, Sections, and ChaptersSections, and Chapters

Chapter 14Chapter 14

3 (c) 2007 Nelson, a division of Thomson Canada Limited

Learning ObjectivesLearning Objectives

Draft segments of text that are usable and Draft segments of text that are usable and persuasive, regardless of lengthpersuasive, regardless of length

Develop an awareness of the human Develop an awareness of the human consequences of what you are draftingconsequences of what you are drafting


Usability: Drafting Paragraphs, Usability: Drafting Paragraphs, Sections, and ChaptersSections, and Chapters

Regardless of a segment’s size, Regardless of a segment’s size, readers must perform the same set of readers must perform the same set of mental tasks as they seek to mental tasks as they seek to understand and use its contentunderstand and use its content– Have to determine what its topic isHave to determine what its topic is– Have to figure out how its various parts fit Have to figure out how its various parts fit

togethertogether


Persuasiveness: Drafting Paragraphs, Persuasiveness: Drafting Paragraphs, Sections, and ChaptersSections, and Chapters

Regardless of a segment’s size, Regardless of a segment’s size, readers mentally process its persuasive readers mentally process its persuasive claims and evidence in the same wayclaims and evidence in the same way– Look for benefits to their organization and Look for benefits to their organization and

themselvesthemselves– Spontaneously raise counterargumentsSpontaneously raise counterarguments


Guidelines for Drafting TextGuidelines for Drafting Text

Begin by announcing your topicBegin by announcing your topic Present your generalizations before your Present your generalizations before your

detailsdetails Move from most important to least importantMove from most important to least important


Guidelines for Drafting Text Guidelines for Drafting Text (continued)(continued)

Reveal your communication’s organizationReveal your communication’s organization Consult conventional strategies when having Consult conventional strategies when having

difficulties organizingdifficulties organizing Consider your readers’ cultural background Consider your readers’ cultural background

when organizingwhen organizing


Begin By Announcing Your TopicBegin By Announcing Your Topic

Topic statements increase usabilityTopic statements increase usability Readers engage in two kinds of mental Readers engage in two kinds of mental

processingprocessing– Bottom-up processingBottom-up processing– Top-down processing, which is more efficientTop-down processing, which is more efficient


Indicating The Topic of A SegmentIndicating The Topic of A Segment

Use a sentence, especially at the beginning Use a sentence, especially at the beginning of a segmentof a segment– ““There are many ways to make these statements”There are many ways to make these statements”– See Figure 14.1, page 345See Figure 14.1, page 345

Use a single wordUse a single word– ““First, identify the specific purpose”First, identify the specific purpose”

Use a questionUse a question– ““How do topic statements increase usability?”How do topic statements increase usability?”


Present Your Generalizations Present Your Generalizations Before Your DetailsBefore Your Details

At work, you will be presenting detailed facts At work, you will be presenting detailed facts to explain or support a general point you to explain or support a general point you want your readers to understand or acceptwant your readers to understand or accept

State your topic at the beginning of each State your topic at the beginning of each segmentsegment

Also, state your general point about your Also, state your general point about your topic before you present your detailstopic before you present your details


How Initial Generalizations How Initial Generalizations Improve UsabilityImprove Usability

Help your readersHelp your readers– Figure out what your general point isFigure out what your general point is– Use segment more efficientlyUse segment more efficiently– Determine whether conclusion is validDetermine whether conclusion is valid– Assess whether support for conclusion is Assess whether support for conclusion is

adequateadequate


How Initial Generalizations How Initial Generalizations Improve PersuasivenessImprove Persuasiveness

Left to themselves, different readers will draw Left to themselves, different readers will draw different conclusions from the same factsdifferent conclusions from the same facts

Present your generalizations before your Present your generalizations before your readers begin to formulate their ownreaders begin to formulate their own


Sometimes You Shouldn’t Sometimes You Shouldn’t Present Generalizations FirstPresent Generalizations First

If your generalization is likely to provoke a If your generalization is likely to provoke a negative reaction, delaynegative reaction, delay

Instead, use the indirect organizational Instead, use the indirect organizational pattern to lay the relevant groundwork with pattern to lay the relevant groundwork with your detailsyour details


Combine Topic and GeneralizationCombine Topic and Generalization

Instead of separate sentences, combine Instead of separate sentences, combine topic and generalization in a single sentencetopic and generalization in a single sentence

Be more concise and forcefulBe more concise and forceful


Move From Most Important to Least Move From Most Important to Least ImportantImportant

In a segment with parallel pieces of In a segment with parallel pieces of information, proceed in descending order of information, proceed in descending order of importanceimportance

Initial placement makes your key information Initial placement makes your key information more accessiblemore accessible

Occasionally, chronological order may make Occasionally, chronological order may make more sensemore sense


Reveal Your Communication’s Reveal Your Communication’s OrganizationOrganization

Provide a map for sequence and relationshipProvide a map for sequence and relationship– See Figure 14.2, page 349See Figure 14.2, page 349

Four techniques for revealing organizationFour techniques for revealing organization– Forecasting statementsForecasting statements– TransitionsTransitions– HeadingsHeadings– Visual arrangement of your text on the pageVisual arrangement of your text on the page


Forecasting StatementsForecasting Statements

Tell readers the organization of what lies Tell readers the organization of what lies aheadahead– ““To solve this problem, the department must take To solve this problem, the department must take

the following three actions”the following three actions”

May be combined in one sentence with a May be combined in one sentence with a topic statementtopic statement– ““Our first topic is the trees – both native and Our first topic is the trees – both native and

imported – found in the Canadian Southwest”imported – found in the Canadian Southwest”


Writing Forecasting StatementsWriting Forecasting Statements

Say something about the segment’s Say something about the segment’s arrangement that reader will find helpfularrangement that reader will find helpful

Say only as much as readers can easily Say only as much as readers can easily rememberremember

Forecast only one level at a timeForecast only one level at a time


TransitionsTransitions

Transitional statements help readers move Transitional statements help readers move between segmentsbetween segments– Tell what the upcoming segment is aboutTell what the upcoming segment is about– Indicate the relationship of what is coming and Indicate the relationship of what is coming and

what has just endedwhat has just ended

May occur at the beginning of the new May occur at the beginning of the new segment, the end of the segment being segment, the end of the segment being concluded, or through visual designconcluded, or through visual design


HeadingsHeadings

Headings act as signpostsHeadings act as signposts– See Figure 14.3, page 352, and Figure 14.4, page See Figure 14.3, page 352, and Figure 14.4, page

353353

Provide headings where there is a major shift Provide headings where there is a major shift in topicin topic

Where quick access is required, use them to Where quick access is required, use them to create a table of factscreate a table of facts


Creating Text for HeadingsCreating Text for Headings

Three ways to create textThree ways to create text– Ask the question that the segment will answer for Ask the question that the segment will answer for

your readersyour readers– State the main idea of the segmentState the main idea of the segment– Use a key word or phraseUse a key word or phrase

Use parallel phrasing for parallel logicUse parallel phrasing for parallel logic Visual design indicates a heading’s placeVisual design indicates a heading’s place


Designing Headings VisuallyDesigning Headings Visually

Make headings stand out from textMake headings stand out from text Make major headings more prominentMake major headings more prominent Give the same visual treatment to heading at Give the same visual treatment to heading at

the same hierarchical levelthe same hierarchical level– See Figure 14.5, page 355See Figure 14.5, page 355


Visual Arrangement of Your TextVisual Arrangement of Your Text

Adjust the location of your blocks of typeAdjust the location of your blocks of type– Indent: see Figure 14.6, page 356Indent: see Figure 14.6, page 356– Leave spaceLeave space– Begin a new pageBegin a new page

Use listsUse lists– NumberedNumbered– BulletedBulleted


Consult Conventional Strategies When Consult Conventional Strategies When Having Difficulties OrganizingHaving Difficulties Organizing

Six patterns for organizing informationSix patterns for organizing information– ClassificationClassification– Description of an objectDescription of an object– Description of a processDescription of a process– ComparisonComparison– Cause and effectCause and effect– Problem and solutionProblem and solution

Combination of patterns may be usedCombination of patterns may be used


Consider Your Readers’ Cultural Consider Your Readers’ Cultural Background When OrganizingBackground When Organizing

Different cultures use different organizational Different cultures use different organizational patternspatterns– Less linear patterns are used in China and IndiaLess linear patterns are used in China and India– Paragraphs do not stick to one unified thought or Paragraphs do not stick to one unified thought or

ideaidea

Structure your entire message to suit the Structure your entire message to suit the customs of the readers’ culturecustoms of the readers’ culture


Ethics Guideline: Remember the Ethics Guideline: Remember the Human ConsequencesHuman Consequences

Avoid becoming so focused on the technical Avoid becoming so focused on the technical subject matter that you overlook the impact subject matter that you overlook the impact on peopleon people

Ensure that you make readers aware of the Ensure that you make readers aware of the human consequences of recommendations human consequences of recommendations and conclusionsand conclusions


Avoid Accidentally Avoid Accidentally Treating Others UnethicallyTreating Others Unethically

When beginning work on a communication, When beginning work on a communication, identify its stakeholdersidentify its stakeholders

Determine how the stakeholders will be Determine how the stakeholders will be affected by your communicationaffected by your communication

Draft your communication in a way that Draft your communication in a way that reflects proper care for these individualsreflects proper care for these individuals


In SummaryIn Summary

Increase the usability and persuasiveness of Increase the usability and persuasiveness of your communications by using tools to draft your communications by using tools to draft paragraphs, sections, and chaptersparagraphs, sections, and chapters

Ensure your readers know what you are Ensure your readers know what you are talking about and how your various points talking about and how your various points relate to one anotherrelate to one another

Remember the human consequences of Remember the human consequences of what you are draftingwhat you are drafting

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