ENG 1203- TECHNICAL

COMMUNICATION

INTRODUCTION TO THE
COURSE
 Proposed Benefits of the Course
Students should be able to:
✔ Describe the fundamental characteristics and functions of
technical communication
✔ Apply current conventions and techniques to compose letters,
memoranda, e-mail messages and other business correspondence
✔ Engage in various stages in the planning and writing process to
produce well-structured, well-written proposals and reports
 Proposed Benefits of the Course
(cont’d)
Students should be able to:
✔ Conduct comprehensive research and appropriately use information
from the internet, library databases, and other information sources
✔ Prepare and deliver professional presentations with the use of visual
aids and computer technology
✔ Discuss and critically evaluate peers’ oral presentations and written
work
✔ work productively in a team
 NOTE
● Technical communication—or technical writing, as the course is
often called—is not writing about a specific technical topic such as
computers, but about any technical topic.
The term “technical” refers to knowledge that is not widespread,
that is more the territory of experts and specialists.
 Definition
● “Technical communication is a generic term for all written and oral
communication done on the job—whether in business, industry, or
in other settings.
● It is particularly identified with documents in technology,
engineering, science, the health professions, and other fields with
specialized vocabularies.” Pfeifer, W.S. & Adkins, K.E. (2012)
 Home-work
Read Chapter 1 of the text- Technical Communication, 5th Edition by Markel and Selber and complete the following
exercise.
 Technical Communication
Defined
● Technical communication is the process of creating,
designing and transmitting technical information so
that people can use it safely, effectively and efficiently.
(Mike Markel)
● Technical communication is the process of conveying
technical information through writing, speech, and
other media to a specific audience. Information is
useable if the intended audience can perform an action
or make a decision based on it. (Johnson-Sheehan)
 Cont.
● Technical communication is the exchange of information that helps
people interact with technology and solve complex problems.
 Technical Communication
Communication Skills
● Reading
● Writing
● Speaking
● Listening
 Technical Communication
Examples of technical Communication (Oral and written)
● a memo or an e-mail to request information or to identify a
problem
● A wiki with instructions that explain how to carry out a new task
● A proposal to persuade management to authorize a project
● A report to document a completed project
● An oral presentation to explain a new policy to employees
 Technical Communication
Forms of Business Communication
● Inquiry letters, sales letters, goodwill letters, and claim and
adjustment letters to customers, clients, and suppliers
● Web sites to describe and sell products and to solicit job applications
● Podcasts, videos, and posts on social-networking sites to introduce
new products and services
● Research reports for external organizations
● Articles for trade and professional journals
 Technical Communication vs. Other
Kinds of Writing
Characteristic Literary Writing Technical Writing
s
Purpose ⮚ to entertain ⮚ inform, instruct and
persuade
⮚ to amuse
⮚ to disseminate information
⮚ for self expression
⮚ for permanent records
⮚ to suggest the writer’s message
⮚ to convey the writer’s ideas
⮚ to impart a lesson directly

⮚ to broaden a person’s outlook ⮚ to give directions

⮚ to serve as a basis for

decision making
 Technical Communication vs. Other
Kinds of Writing
Characteristic Literary Writing Technical Writing
s
Subject Matter ⮚ focuses on man’s ⮚ deals with subject related to
Content experience and life business industry, science
including the intricacies and technology
of the human heart
⮚ factual, straight-forward,
⮚ suggestive, creative, unemotional
imaginative, figurative
⮚ specialized topic
⮚ various interpretations
may be perceived ⮚ free from distortions

⮚ limits interpretation to one

 Technical Communication vs. Other
Kinds of Writing
Characteristic Literary Writing Technical Writing
s
Style/Language ⮚ complicated and ⮚ standard structures and
Tone sophisticated expressions preconceived designs

⮚ imaginary vocabulary ⮚ formal and serious technical

or scientific terminologies
⮚ words and expressions (jargon) suited for its purpose
used are beautifully and style
interwoven to produce a
poetic interpretation of life ⮚ predominantly impersonal

⮚ personal ⮚ predominantly unbiased

⮚ emotional and subjective ⮚ predominantly objective

 Technical Communication vs. Other
Kinds of Writing
Characteristic Literary Writing Technical Writing
s
Organization ⮚ may deviate from usual ⮚ Observes coherent and
presentation of ideas, orderly presentation of ideas
flashback and other ⮚ use of tables, graphs, figures,
literary techniques may etc. to facilitate
be used comprehension and
interpretation of facts,
statistics and data

Communication ⮚ use of words (e.g.

Tools/Visual adjectives and adverbs)
Aids to describe, narrate, etc.,
⮚ pictures may be used
 Characteristics of Technical
Communication
Addresses Particular Readers

Helps Readers Solve Problems

Reflects the Organisation’s Goals and Culture

Is Created Collaboratively

Uses Design to Increase Readability

Consists of Words or Images or Both

 Features of Technical
Communication
Concrete Language

Denotative Vocabulary

Objectivity

Targeted or Defined Audience

Business/Professional Style

Standard Format
 Functions of Technical
Communication
✔ to serve as a basis for management decision
✔ to furnish needed information
✔ to give instructions
✔ to explain techniques
✔ to report achievements
✔ to analyse problem areas
✔ to determine design and system requirements
 Functions of Technical
Communication
✔ to serve as basis for public relation
✔ to develop a product
✔ to provide a service
✔ to record business proposals
✔ to procure business through proposals
✔ to provide report for stakeholders of company
Measures of Excellence in Technical
Communication
Honesty

Clarity

Accuracy

Comprehensiveness
Measures of Excellence in Technical
Communication (cont’d)
Accessibility

Conciseness

Professional Appearance

Correctness
 Your Roles as a Communicator
● The writer of a document
● A member of a project team
● An information resource for people inside and
outside your organisation
 Importance of team work
● Teamwork benefits both diverse teams (people of different areas of
expertise, ages, genders, cultures, and races) and dispersed teams
(people working in different locations and time zones) and achieves
the following:-
● Promotes diversity of opinion-
● Provides checks and balances-
● Creates broad-based understanding-
● Empowers individuals- Encourages common goals
 Challenges to Teamwork
● Teamwork can involve a host of challenges such as:
● Knowledge
● Resources
● Processes
● Information
● Support
● Wellness
● Acknowledgement
● Trust
● Leadership
● Efficient communication
 Conflict Resolution
● To avoid or resolve conflicts, consider these techniques:
● 1) Choose a team leader
● 2) Set guidelines
● 3) Ensure that all team members have compatible hardware and
software
● 4) Encourage equal discussion and involvement
● 5) Discourage taking sides
 Cont.
● 6) Seek consensus
● 7) Table topics when necessary
● 8) Create subcommittees
● 9) Find the good in the bad
● 10) Deal with individuals individually
 Preparing technical Document
The main question you must answer:
“How do I prepare the right document for this group of readers and
this particular situation?”
The four basic tasks of an effective technical communicator are:
1. Deliver information readers can use
2. Use persuasive reasoning
3. Weigh the ethical issues
4. Practice good team work
●COMMENTS OR QUESTIONS?
 INTRODUCTION TO BUSINESS
CORRESPONDENCE
● Generally termed “correspondence,” letters, memos, and e-mails are
short documents written to accomplish a limited purpose.
● Business correspondence is also called business letters.
● Your ability to write good memos, letters, and e-mails depends on a
clear sense of purpose, understanding of reader needs, and close
attention to formats.
Characteristics of business writing
Planning
your
message

Completing Writing
your your
message message
 Step 1: Planning your message
✔ Ensure your reasons for communicating are clear and necessary.
🞂 Analyze audience members so that you can tailor your message to
their needs, and then gather the information that will inform,
persuade, or motivate them.
 Step 2: Writing your message
● Once you’ve planned your message, organize your information and
begin composing your first draft. This is the stage when you commit
your thoughts to words, create sentences and paragraphs, and select
information to support your main idea.
 Step 3: Completing your
message
● After writing your first draft, review the content and organization
for overall style, structure, and readability.
● Revise and rewrite until your message comes across clearly and
effectively; then edit your message for details such as grammar,
punctuation, and format.
 Types of Business Communication
1)Letters
2)Memos
3)E-Mail Messages
 LETTERS
🞂 Letters are generally used for external communication. A document
that conveys information to a member of one organization from
someone outside that same organization. Letters usually cover one
major point and fit on one page.
Most letters, memos, and e-mail messages are relatively brief,
generally less than two pages (often less than a page for e-mail).
 MEMOS
● A document written from a member of an organization to one or
more members of the same organization.
● Abbreviated memo, it usually covers just one main point and no
more than a few. Readers prefer one-page memos.
● With minor variations, all memos look much the same. The
obligatory “Date/To/From/Subject” information hangs at the top left
margin, in whatever order your organization requires.
 E-MAILS
A document written often in an informal style either to members of one’s own
organization or to an external audience.
E-mail messages often cover one main point.
Characterized by the speed with which it is written and delivered, an e-mail can
include more formal attachments to be read and possibly printed by the audience.
E-mails can be used for external communication in the following circumstances:
(1) in response to e-mail messages that you receive
(2) when the purpose of your message is informal,
(3) when your audience accepts e-mail as appropriate
 Conclusion
● Correspondence keeps the machinery of business, industry, and government moving. Letters usually are sent to
readers outside your organization, whereas memos are sent to readers inside. In all types of correspondence,
abide by these rules:

● Know your purpose

● Know your readers
● Follow correct format
 Cont.
● Follow the ABC format for all letters and memos (Abstract, Body & Conclusion)
● Use the 3Cs strategy for persuasive messages ( Capture, Convince & Contact)
● Stress the “you” attitude
● Use attachments for details
● Be diplomatic
● Edit carefully
● Respond
● Sources:
● Pfeifer, W.S. & Adkins, K.E. (2012) Technical communication
fundamentals. Prentice Hall.
●Markel, M. & Selber, S.A. (2017). Technical communication (12th ed.).
Bedford/St. Martin’s.
●Sharon Gerson & Steve Gerson (2014) Technical communication:
Process & Product. Pearson education