c enter for t echnical c ommunication for ie 496: writing/presenting internship reports presented...

CENTER FOR TECHNICAL

COMMUNICATION

for IE 496:Writing/Presenting Internship Reports

Presented by:

Floreal Prieto

Center for Communication,University at Buffalo

Fall 2006


COMMUNICATION

STEPS IN THE COMMUNICATING PROCESS

Define your purpose PLAN

Understand your audience

Select your information SELECT/

Organize (outline) your information ORGANIZE

Create the narrative

Use easy-to-understand language WRITE/

Format for reader ease and appeal EDIT

Review, edit, finalize, and issue

Plan and organize your presentation PRESENT

Prepare effective visuals

Deliver your presentation

USE THE PROCESS


COMMUNICATION

PRE-WORK: THE CRITICAL FIRST STEP

Certain issues must be addressed before you organize, outline, and write your document.

The four key questions:> Who are your readers?

- Group profile- Target

> What response or action are you seeking?> How do you communicate your message - written memo; conversation; meeting?> What information should you provide?

- Information sources; “gaps”- Level of detail


COMMUNICATION

UNDERSTANDING YOUR AUDIENCE

Profile> Size> Background> Knowledge> Diversity> Target(s)

Needs and Expectations> What audience needs/expects from you> What you need/expect from the audience


COMMUNICATION

BASIC ORGANIZATION MODEL

Purpose

Define: Topic/problem/issueScope and objectivesContext; reference

Command: Attention and interest; “hook” your reader

Message

Deliver: ConceptsSolutionsSupporting informationResults and conclusions

Define: RecommendationsActions/next steps (you; your readers)


COMMUNICATION

DELIVERING THE MESSAGE: Options

Your message may be presented in a variety of ways…

Main Point First (Order of Importance)

Main Point Last (Chronological)

Major Event Focus


COMMUNICATION

MAIN POINT FIRST (Order of Importance)

Information Sequence1. Recommended approach, method, solution, or design2. Results; conclusions; recommended actions 3. Discussion; technical detail; supporting data 4. Appendices containing background and additional

information

Typical Applications– Memos/letters of all types– Reports of all types– Proposals

Note: Most powerful format…critical information presented first, with details following…”bottom-line” orientation.


COMMUNICATION

“DOUBLE-5” ORGANIZATION METHOD

Scientific Tech./Business

Objective Problem; issueApparatus Scope and goalsMethod SolutionObservations Results; conclusionsConclusions Recommendations

PURPOSE

MESSAGE


COMMUNICATION

ENSURE INFORMATION “QUALITY”

SELECT THE RIGHT LEVEL OF DETAIL

COMMUNICATE WITH ALL YOUR READERS

ORGANIZE INFORMATION LOGICALLY

WRITE CONCISELY

STRIVE FOR CLARITY; EASE OF UNDERSTANDING

The major challenges are:> Define the audience, including the “primary target”> Determine the “right” level of detail


COMMUNICATION

LOGICAL FLOW OF INFORMATION

Problem described

Scope and objectives defined relative to the problem

Solution - addressing specific objectives

Results - of applying your solution

Conclusions - based on the results

Recommendations - action; next steps


COMMUNICATION

OUTLINING

> Gather and organize information> Identify “gaps” in the information> Basis for early review and planning

Purpose

> Prompting> Brainstorming> Hybrid approach

Outlining Techniques

What works for YOU and YOUR TEAM.


COMMUNICATION

USE THE OUTLINE TO ADVANTAGE

> Organize your thoughts; information> Get information down - briefly; quickly

A Personal Tool; A Team Tool

> Define and agree on: scope; content; organization.> Information checklist… do you have what you need?

A Tool for Review

Outline and Gather Information EARLY


COMMUNICATION

CREATING THE NARRATIVE

“From the general to the specific”

Underlying principle

> Paragraphs - relationships among sentences> Report - relationships among paragraphs

Coherency

Logical reasoning

> Information content and sequence> Headings - sections/sub-sections

Consistent with your outline

> Deductive> Inductive> Inductive-deductive


COMMUNICATION

TYPICAL PARAGRAPH STRUCTURE

Paragraph: A collection of related sentences dealing with a single topic.

Typical paragraph structure (deductive style)

Topic Sentence

Supporting Evidence

Wrap-Up Sentence, and

Transition

Typical paragraph length: 4 to 6+ sentences


COMMUNICATION

EXAMPLE: PARAGRAPH STRUCTURE

To respond to this survey message, we are now planning to broaden our TC program at UB to cover all four undergraduate years. For this effort, we have established a steering committee that comprises engineering faculty, mentors from industry, and TC faculty. We are particularly examining alternative TC teaching methods and instruction, addressing both written and oral communication skills, that may be effectively integrated with specific engineering courses. Also, we are building a consistent program of content models and techniques based on past experience and surveyed students’ recommendations. Thus, students will have opportunities to continuously improve their TC skills throughout their 4-year engineering curriculum.

Topic Supporting Facts Summary


COMMUNICATION

PARAGRAPH STRUCTURE (Original)

The following case study is a description of a fictional company, CRIMTECH. Most of the study concentrates on CRIMTECH Richmont headquarters and the Springfield manufacturing plant. This study focuses on several customer quality issues of the Boardway part produced by CRIMTECH at its Springfield manufacturing facility. As a commodity part, Boardway sells for approximately one penny per piece to customers. The majority of this case study is based on the manufacturing, communication, and human resources issues which arise due to several flaws in CRIMTECH new manufacturing cell located at the Springfield plant. There are five areas at Crimtech’s Springfield plant comprised of plating, three assembly sections, the fifth section is stamping, molding, and the tool room. Each section has a designated supervisor but the plant lacks a business unit manager locally. Excess Words Non-Parallelism Imprecision


COMMUNICATION

PARAGRAPH STRUCTURE (Revised)

The following case study concerns a fictional company – CRIMTECH – and specifically CRIMTECH’s Richmont headquarters and the Springfield manufacturing plant. The five areas at the Springfield plant include plating, three assembly sections, and the fifth section (stamping, molding, and the tool room). Each section has a designated supervisor but the plant lacks an on-site business unit manager. This study focuses on several quality issues with the Boardway part produced by CRIMTECH at its Springfield facility. This commodity part sells for approximately one penny per piece. This case study addresses the manufacturing, communication, and human resources issues that arise due to several flaws in CRIMTECH’s new manufacturing cell at Springfield.

Topic Sentence


COMMUNICATION

FORMAT

The two meanings of format:

1. Sequence of presentation…

Standard arrangement for reports, memos, proposals, letters (format conventions).

2. Physical arrangement and appearance of the finished document…

Use of graphic and text processing techniques to create documents that are visually attractive anddistinctive (document design).


COMMUNICATION

WHY FORMAT YOUR DOCUMENT?

To make it EASY for the reader to read, understand, and reference

To make it “accessible” to a range of readers

To comply with internal or client requirements

To make it visually appealing

NOTE: PC software makes it EASY for the writer to format.


COMMUNICATION

FORMATTING CONCEPTS

Create some “white space”.

Create structure and emphasis with headings, sub-headings, and type variations.

Guide your readers by employing:> A detailed table of contents> An executive summary> Section summaries> Highlighting techniques.


COMMUNICATION

DO YOU PREFER TO READ? THIS …

Three tasks must be completed to meet these objectives. First, survey commercially available software for data networking; select a development environment, including a compiler, operating system, debugger, etc., and a run-time networking suite that offers Ethernet and Serial communications with TCP/IP, routing services, STREAMS-based module interconnectivity, IEEE 802.11 wireless LAN layers, and SNMP management. Second, select a commercially available i960 processor board for this networking environment. Understand its capabilities and limitations. Third, interface our spread spectrum technology to this processor board.


COMMUNICATION

… OR THIS? Three tasks must be completed to meet these objectives. 1. Survey commercially available software for data networking; select a development environment (compiler, operating system, debugger, etc.), and a run-time networking suite that offers Ethernet and Serial communications with: -- TCP/IP -- Routing services -- STREAMS-based module interconnectivity -- IEEE 802.11 wireless LAN layers -- SNMP management. 2. Select a commercially available i960 processor board for this networking environment. Understand its capabilities and limitations. 3. Interface our spread spectrum technology to this processor board.


COMMUNICATION

GENERIC REPORT FORMAT

Typical Organization

1. Cover Letter (as needed)

2. Title Page

3. Table of Contents

4. Executive Summary

5. Report Sections (see Case Study Model)

6. References (as needed)

7. Appendices (as needed)


COMMUNICATION

VALUE OF THE EXECUTIVE SUMMARY

An accurate synopsis of your report (addresses all elements) written in narrative style.

Emphasis on principal points and critical supporting information.

Management level focus and appeal.

A valuable part of major reports and proposals.

A good basis for a short verbal overview.


COMMUNICATION

GUIDELINES FOR LISTS

Why use lists?> Clarify complex information> Permit rapid scanning> Provide visual relief

Types of lists> Paragraph> Vertical

The “Rule of Parallelism”


COMMUNICATION

CHARACTERISTICS OF A GOOD LIST

A GOOD LIST SHOULD:

Be introduced by a carefully structured lead or “umbrella” sentence

Consist of logically comparable items

Use words, phrases, or short sentences

Apply the rules of “parallelism” throughout

Use numbers or letters when order is important or items are referenced elsewhere

Use bullets when order or reference are unimportant.


COMMUNICATION

IMPROVE DOCUMENT READABILITY

Use Understandable LanguageAccurate PreciseSimple Concise

Apply the 5 Editing Tools> Trim the excess> Minimize the use of “and”> Reduce the use of passive voice> Enhance clarity> Observe the 20 wps guideline


COMMUNICATION

THREE MAJOR AREAS OF CONCERN

I – EXCESS WORDSI – EXCESS WORDS

II – LACK OF CLARITYII – LACK OF CLARITY

III – POOR GRAMMARIII – POOR GRAMMAR


COMMUNICATION

HOW WE TALK; HOW WE WRITEThe situation: Reporting on field tests

The test engineer said …We ran six tests on the ABC chemical plant in September, covering a broad range of operating conditions. The plant met all specified power and production requirements. Call me if you want more details. (34 words)

The test engineer wrote …The ABC production plant was tested in September. Six tests were run over a broad range of operating conditions.It was determined that the plant met all performance requirements for power and production. If you wish to obtain more detailed information, please contact the undersigned.(45 words)


COMMUNICATION

EDIT, PLEASE !

Based on our current knowledge of mathematical

principles, it is our understanding that it can be

stated, without fear of contradiction, that the

square root of 81 (eighty-one) is equal to 9 (nine).


COMMUNICATION

EXCESS WORDS: Some “Flags”

Passive voice – forms of the verb “to be”

Too many prepositions – e.g., “to”; “of”; “in”

Phrases containing “which” and “that”

Low-value words/phrases – e.g., “There is …”; “In order to …”

Overuse of noun forms of verbs – words that end in “-tion” or “-ment”; usually with “make”


COMMUNICATION

TRIM THE EXCESS WORDS

The power supply for the panels has had its cover removed and it was mounted inside the case. The cover did not appear to act as a heat sink for any part of the supply, and it was deemed that ventilation might be more readily achieved by removing the cover. (50)

When mounting panel power supplies inside the cases, remove power supply covers to improve ventilation. These covers do not function as a heat sink. (24)


COMMUNICATION

PASSIVE VOICE VS. ACTIVE VOICE

When the project of creating the reference guide was first undertaken, it was thought that the material researched should be presented in the form of a chart. (3 passives) (27)

When we started to create the reference guide, we decided to present the research material in chart form. (0 passives) (18)


COMMUNICATION

LACK OF CLARITY

Pronouns not associated with their intended nouns

Incorrect or imprecise words and phrases

Omission of transition words or phrases

Undefined jargon and acronyms

Incorrect use of articles


COMMUNICATION

MAKE “IT” CLEAR

When the baby is done drinking, it must be unscrewed and put under a faucet. If it does not thrive on fresh milk, it must be boiled. (27)

Three different meanings for “it.”


COMMUNICATION

MAKE “IT” CLEAR

When the baby is done drinking, it must be unscrewed and put under a faucet. If it does not thrive on fresh milk, it must be boiled. (27)

When the baby is done drinking, unscrew the bottle cap and put the bottle and cap under a faucet. If the baby does not thrive on fresh milk, then boil the milk first. (33)


COMMUNICATION

USE TRANSITIONS EFFECTIVELY

INITIAL APPROACH

The initial solution used molded plastic pieces to replace the welded metal. The solution was rejected, as the costs to create the custom molds were unacceptably high. The first solution was technically elegant. It didn’t make sense from a business point of view considering present production volume. We focused on a more economically feasible solution.


COMMUNICATION

USE TRANSITIONS EFFECTIVELY

IMPROVED APPROACH

The initial solution used molded plastic pieces to replace the welded metal. The solution was rejected, however, as the costs to create the custom molds were unacceptably high. (While; Although) the first solution was technically elegant, it didn’t make sense from a business point of view considering present production volume. (Then; Consequently; As a result), we focused on a more economically feasible solution.


COMMUNICATION

DEFINE ACRONYMS & JARGON

Representatives from OSHA and the EPA will visit the plant next week. OSHA wishes to discuss ergonomic issues, and the EPA will be reviewing our waste oil disposal procedures.

Representatives from OSHA (Occupational Safety & Health Administration) and the EPA (Environmental Protection Agency) will visit the plant next week. OSHA wishes to discuss ergonomic issues, and the EPA will be reviewing our waste oil disposal procedures.


COMMUNICATION

INCORRECT OR IMPROPER GRAMMAR

Illogical mixing of tenses in the same paragraph

Disagreement between subject and verb

Misplaced modifiers

Incorrect word usage

Improper punctuation, particularly when using commas


COMMUNICATION

AVOID MISPLACED MODIFIERS

Having been idle for over three years, a Region engineer will start up the customer’s N-plant next month.

Next month, a Region engineer will start up the customer’s N-plant that has been idle for over three years.


COMMUNICATION

KEY CONCEPTS

Plan Before You Write

Use the Writing Process

Organize Logically

Write the Way You Talk

Communicate to Get Action


COMMUNICATION

“ENGINEERING” YOUR WRITING

A “STAGED” MODEL

STAGE 1: Organize (Outline) - Accurate, complete, and well-organized information

STAGE 2: Create the Draft - Focus on content; ensure clear purpose and message - Develop graphics (tables, schematics, etc.)

STAGE 3: Edit the Draft - Edit for language; refine graphics; prepare summary

STAGE 4: Format the Report - Format for easy reading and reference; prepare TOC

STAGE 5: Review, Finalize, and Issue - Final review, proofread, revise, and issue

NOTE: Do a quality check at each stage to avoid the “massive iteration.”


COMMUNICATION

TEAM REPORTS AND PROPOSALS

To prepare a quality report, the team must:> Develop a good plan> Gather the necessary information> Prepare a comprehensive outline> Reach consensus on content, detail, organization, style, and format> Share the work equitably.

A strong team leader is needed to integrate the inputs and reconcile differences.

> Establish objectives and “buy-in”> Coordinate team efforts> Resolve conflicts


COMMUNICATION

QUESTIONS?


COMMUNICATION

ORAL PRESENTATION - WHY?

> Immediate information> Immediate feedback> Group interaction> Understanding> Consensus (agreement; buy-in)

Opportunity for:

Must focus on the key concepts.You have one chance to deliver the message.


COMMUNICATION

TYPES OF ORAL PRESENTATIONS

> Large group setting; auditorium> Highly structured> Limited opportunity for interaction

Formal

> Small group setting; conference room> Less structured> High group interaction

Informal


COMMUNICATION

WHAT WE WILL DISCUSS …

Delivering Your Presentation

Preparing Your Presentation

Planning & Organizing

Characteristics & Complexities


COMMUNICATION

RIGHT BRAIN vs. LEFT BRAIN

Right Brain Left Brain

Feelings; emotion Words; facts; figures

The “synthesizer” Academic training > Processes stimuli > Intellect > Recognizes patterns > Knowledge > Inherently ambiguous > Logical; precise

Dominant in IPC Realm of the written word


COMMUNICATION

A CONVINCING PRESENTATION

A more complex type of communication

Three elements: VerbalVocalVisual

…must work together and be consistent

Consistency ==> Believability

Inconsistency ==>Message is blocked


COMMUNICATION

PLAN & PREPARE YOUR PRESENTATION

1. Know your audience

2. Know your time limit

3. Organize your presentation- Outline; storyboard- Prepare notes

4. Create effective visuals

A four-step approach to creating a focused presentation:


COMMUNICATION

PRESENTATION FORMAT

TITLE

OVERVIEW

INTRODUCTION

PROBLEM IDENTIFICATION

SOLUTION

EXPECTED RESULTS

CONCLUSIONS; RECOMMENDATIONS

SUMMARY & CLOSE


COMMUNICATION

CREATING AND USING VISUALS

Effective Visuals > Reinforce the speaker’s message > Help the audience to absorb new information quickly (i.e., see/hear)

Common Characteristics > Easy to read (large lettering; generous spacing) > Simplified figures, tables, and schematics


COMMUNICATION

VISUALS: TYPES AND FUNCTIONS

• Title Page

• Text Visuals

• Schematics

• Graphs and Charts

• Tables

• Metaphorical Figures


COMMUNICATION

DEPARTMENT FOCUS AND GOALS (Original)

Initial mailings and follow-up complete

Evaluate working relationships with programmers

XYZ specification sheets complete

XYZ contract issues resolved

Internal information sessions (by mid-March)

Client information sessions (by mid-April)

Continue work process development

Expand project portfolio by 15%


COMMUNICATION

DEPARTMENT FOCUS AND GOALS (Revised)

Department Publicity Program > Internal mailings and follow-up complete > Internal information sessions (by mid-March) > Client information sessions (by mid-April)

XYZ Issues > Specification sheets complete > Contract issues resolved

Management Issues > Continue work process development > Evaluate working relationship with programmers > Expand project portfolio by 15%


COMMUNICATION

RESULTS (Original)

The case will be more durable-- Will withstand a drop from six feet-- Requires 75 lbs. of pressure to crack front cover

Safety concerns will be eliminated

Increased customer satisfaction

Provide us with $1.5 million in revenue per year


COMMUNICATION

A REDESIGNED CASE WILL … (Revised)

Be more durable-- Withstand a 6 foot drop-- Resist pressure approaching 75 lbs. on the front cover

Eliminate safety concerns

Generate $1.5 million annual revenue

Increase customer satisfaction


COMMUNICATION

ORAL PRESENTATION

Instead:

Speak in a conversational style, prompted by: > Your visuals > Brief notes

Write & Read Verbatim


COMMUNICATION

DELIVERING AN ORAL PRESENTATION

Developing and using notes

Developing and using visuals

Using effective delivery techniques > Eye contact > Posture > Voice level > Voice inflection

Managing the Q & A


COMMUNICATION

PRESENTATION DON’T’s AND DO’s

DON’T > Read your presentation > Memorize your presentation > Get disrupted by interruptions > Exceed your time limit

DO > Dress appropriately > Have a strong message; believe it > Develop a strong opening and closing > Know your stuff; establish credibility > PLAN, PREPARE, and PRACTICE


COMMUNICATION

WORKING WITH VISUALS

YOU, the speaker, are primary

Visuals are secondary - an aid to YOU

Introduce each visual - Touch, Turn, Talk

Don’t be afraid of a little SILENCE

Keep the lights UP

Stay close to the screen

Limit your use of a pointer


COMMUNICATION

EFFECTIVE EYE CONTACT

Truly SEE your audience

Rapid scanning - NO!

Controlled eye contact - YES!

Benefits - to your audience; to you


COMMUNICATION

EFFECTIVE POSTURE

For “stand-up” presentations...

Balanced stance

Hands at your sides

Gestures for emphasis

No distracting mannerisms


COMMUNICATION

VOICE LEVEL

Slightly above conversation level- Authoritative- Dynamic- Interesting

Holds audience’s attention

Conveys confidence/knowledge

Enhances audience’s understanding


COMMUNICATION

USE OF INFLECTION

HOW will you use these new techniques?

How WILL you use these new techniques?

How will YOU use these new techniques?

How will you USE these new techniques?

How will you use THESE new techniques?


COMMUNICATION

MANAGING THE Q & A

? Qs during the presentation; or

? Qs after the presentation

? Effective eye-to-eye contact

? Restate; rephrase

? Connect with the key issue


COMMUNICATION

CONTROL YOUR NERVOUSNESS

You can’t get rid of the “butterflies,” so make them fly in formation.

Some suggestions for controlling the “nerves”

Identify the “worst case” scenario

Don’t try to be perfect

Get to know your audience

Make the room your own

Loosen up physically

PREPARE and PRACTICE


COMMUNICATION

QUESTIONS?


COMMUNICATION

DEVELOPING AND REFINING YOUR SKILLS

A continuous journey

Improved models and techniques

PRACTICE; PRACTICE; PRACTICE

Constructive feedback

Increased capability and confidence


COMMUNICATION

CONTACTING THE CTC

Find out more about our Center and our programs by visiting our web site:

www.ctc.buffalo.edu

Or call (716) 645-3470: Bill Grunert; Ext. 2156

[email protected] Floreal Prieto; Ext.2156 [email protected]

c enter for t echnical c ommunication for ie 496: writing/presenting internship reports presented...

Documents

information results

process slide

information quality

solution conclusions

reader message deliver

specific objectives

order of importance

purpose plan