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CH 1

Technical writing aims to exchange information to help people interact with technology and solve complex problems. It is used in workplaces where people must [1] keep precise records, [2] report on research, [3] write memos and reports, and [4] provide documentation. Effective technical writing is contextual, purposeful, directed at a specific audience, factual, outcome-oriented, and draws from multiple fields. It considers the document's purpose and audience to use an appropriate tone that is factual, neutral, and sincere.

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76 views24 pages

CH 1

Technical writing aims to exchange information to help people interact with technology and solve complex problems. It is used in workplaces where people must [1] keep precise records, [2] report on research, [3] write memos and reports, and [4] provide documentation. Effective technical writing is contextual, purposeful, directed at a specific audience, factual, outcome-oriented, and draws from multiple fields. It considers the document's purpose and audience to use an appropriate tone that is factual, neutral, and sincere.

Uploaded by

Ahmed Khan
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Technical and Business Writing

TECHNICAL COMMUNICATION IN THE WORKPLACE


CHAPTER: 1
Technical communication is the exchange of information that helps
people interact with technology and solve complex problems.
Think about the following tasks:
• Assemble an exercise machine
• Install a new microwave, printer
• Find an answer related to safety of a flu shot
• Make a decision about offshore investment
• At workplace we are both the consumers and producers of technical
communication
o Medical professionals, psychologist, social worker or accountant, keep precise
records that are increasingly, a basis of legal action
o Scientist report on research and explain its significance
o Managers write memos, personnel evaluation, inspection reports and given oral
presentations
o Lab or service technicians keep daily activity records and help train coworkers in
installing, using or servicing equipment
o An attorney will research and interpret the law of clients

• We write and communicate through digital tools more than ever


• We often forget to pay attention to basic professional standards for
workplace communication
Features Purpose Writer’s Audience Criteria of Graphic
Knowledge of Evaluation Elements
Topic
Academic Communicating Less than the The teacher Depth, logic, Sometimes
Writing what the student teacher who who assigned clarity, unity, used to
knows about the evaluates the the project or supporting explain and
topic to earn a writing classmates evidence, and persuade
high grade grammar

Workplace Getting something Usually more Often several Clear content Frequently
Writing done within an than the people with organization, used to help
organization reader’s differing appropriate to readers find
knowledge professional the needs of information
backgrounds busy readers and
understand
ideas
Features of Technical Writing
1. Contextualized (context based/ situation oriented)
2. Purposeful (objective)
3. Directional (specific audience)
4. Realistic (factual and verifiable)
5. Outcome-based (achieves targets)
6. Interdisciplinary (multiple fields)
An Effective Technical Document
THINGS TO CONSIDER
Q1. Am I writing primarily to create a record or provide
information, to request or to persuade?
Purpose of Technical Writing
People in the working world communicate technical information for a number of
purposes, many of which fall into one of two categories:
• To help others learn about a subject, carry out a task, or make a decision.
• To reinforce or change attitudes and motivate readers to take action.

TW is done by an informed writer conveying needed information to an


uninformed reader.
Q2. Who will read what I have written?
 Supervisors and their Superiors
 Colleagues in your own department
 Subordinates in your department
 Employees and other departments or branches
 Clients
 Subcontractors and vendors Audience of
 Professors/ Members of selection committees
 HR Manager
Technical
Writing
Correspondence

TECHNICAL DOCUMENTS
Memos to your boss and to your
Routine letters to customers, vendors etc
Letters to customers
Sales letters to potential customers
Electronic mail to co-workers or customers
Short Reports
Analysis of problem
Recommendation
Equipment Evaluation
Progress or periodic report
Description of results of a laboratory work or a company trip
Long Reports
Project report in field or laboratory work
Proposal and Feasibility study
Other Examples
Abstract or summary of technical articles
Technical article or presentation
Operation manual
Website
Q3. Is your tone appropriate to your purpose and your intended
audience?
Tone in Technical Writing
Tone refers to the writer’s attitude/ emotional character towards the reader and the
subject of the message.

Factual Usually serious to a lighter tone


Neutral Appropriate to the target audience
Sincere Avoids a strong emotion
Non-discriminative
Tone in Technical Writing
• Polite tone (especially those who outrank you)
• Don’t sound too tough or demanding about potentially sensitive issues.
• Phrase your sentences in a nonthreatening way
• Emphasize the reader’s viewpoint – the “you” approach

Writer-centered Perspective Reader-centered Perspective


If I can answer any questions, I’ll be happy to If you have any questions, please ask.
do so.
We shipped the order this morning Your order was shipped this morning.
You’ll be glad to know that . . .
I’m happy to report that . . .
EXAMPLE 1.
EXAMPLE 2.
Negative Wording Positive Wording
We cannot process your claim Your claim can be processed as
because the necessary forms soon as you complete the
have not been completed necessary forms.

We do not take phone call after You may reach us by telephone


3:00 PM on Fridays on Fridays until 3 PM.

We closed your case because we Your case will be reactivated as


never received the information soon as you provide the
requested in our letter of April 2. information requested in out
April 2 letter.
Positive Language
What are the possible alternatives of “no problem” to make your readers feel
positive?

o You are welcome/You're welcome.


o It was my pleasure/My pleasure.
o We're here to help!
o Thank you!
o Thanks for asking about our ...
o Thanks for the question, which helped me update our instructions.
o I'm glad to hear I helped.
o Thanks for letting me know I was helpful.
o Nice to know I helped.
o We appreciate your business.
o We appreciate your business, and I'm here to help.
A suggested revision
of letter’s opening
paragraph:

Thank you for


purchasing our
product and for
taking time to
contact us about it.
We apologize for the
unsatisfactory
condition of your
Superior microwave
dinner.
EXAMPLE 4.
Politeness
Paragraph-breaks
segment the content

Polite closing and


offer of assistance
reinforce positive
tone
References
• S. Pfeiffer, William George. Technical Writing: A Practical Approach
(Pearson), 2012
• Lannon & Gurak, Technical Communication., 14th Edition, 2016

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