1. Technical Communication: Concepts and Features
Chapter 1
Technical Communication: Concepts and Features
Technical Communication,
13th Edition
Global Edition
John M. Lannon
Laura J. Gurak
The main point in this chapter is that all professional writing is done for specific readers
in specific situations, to communicate information that readers will use. The writer’s primary
purpose is not to express personal feelings or opinions—or simply to transmit factual
information; instead, the writer’s purpose is to shape that information for the particular
uses of a specific audience. In this sense, the notion of “user-friendliness” applies not
only to computer hardware, software, and documentation but also to any document written
for its readers’ instrumental use.
To help students understand that this is not just another composition course, spend time
discussing the differences between technical and nontechnical writing. You might bring in
examples of technical writing, such as operating instructions for an electric tool or appliance,
and examples of nontechnical writing, such as expressive or mood pieces from popular
magazines, or newspaper feature articles purportedly objective but often dripping
with sentimentality. Comparing items on the same topic can be especially helpful. The
tone, style, and format of a government document on fishing catch quotas will be quite
different from a first-person narrative about a fly-fishing experience published in Field &
Stream. These types of documents can easily be found on government agency and magazine
Web sites, making the exercise suitable for online classes as well as in-class sessions.
Because motivation and attitude are crucial in getting students to improve their writing
(research shows that students write more effectively when the subject is engaging, and
when their purpose for writing is clearly defined), you might wish to amplify the section
on the value of technical skills with quotations from business, industrial, and technical
magazines, or by providing quotations from faculty in the business, engineering, and science
departments on your campus.

2. Learning Objectives Define technical communication
Understand that technical communication has a global reach
Appreciate the role of technical communication in most careers
Identify the main features and aims of technical communication
Recognize a typical technical document
Observe the challenges facing one communicator at work

3. Technical Communication?
What is
Technical Communication?
Technical communication is the exchange of information that helps people interact with technology and solve complex problems.
To interact with technology in so many ways, we need information that is not only technically accurate but also easy to understand and use.

4. Technical Communication?
What is
Technical Communication?
Technical communication serves various needs in various settings.

5. Technical Communication: A Digital and a Human Activity
People make information meaningful by thinking critically and addressing such questions as:
Which information is relevant to this situation?
Can I verify the accuracy of this source?
What action does it suggest?
How does this information affect me or my colleagues?
With whom should I share it?
How might others interpret this information?

6. Technical Communication Reaches
a Global Audience
Electronically linked, our global community shares social, political, and financial interests.
To connect with all readers, technical documents need to reflect global and intercultural diversity.
Cultures differ over which behaviors seem appropriate for social interaction, business relationships, contract negotiation, and communication practices.

7. Technical Communication Is
Part of Most Careers
Whatever your job description, expect to be evaluated, at least in part, on your communication skills.
Most professionals serve as part-time technical communicators.
Full-time technical communicators serve many roles.

8. Technical Communication
Main Features of
Technical Communication
Technical communication is:
reader-centered
accessible and efficient
often produced by teams
delivered in paper and digital versions

9. Technical Communication
Purposes of
Technical Communication
Technical communication serves three purposes that sometimes overlap:
to inform: Anticipate and answer your readers’ questions
to instruct: Enable your readers to perform certain tasks
to persuade: Motivate your readers

10. Preparing Effective Technical Documents
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

11. Technical Documents (continued)
Preparing Effective
Technical Documents (continued)
This graphic illustrates the four tasks:

12. Review Questions What is the definition of technical communication?
What are some of the questions a computer can’t answer?
Why is global communication important?
In what ways is technical communication part of most careers?
What are the four main features of technical communication?
Answers
1. The exchange of information that helps people interact with technology and solve complex problems.
2. Which information is relevant to this situation? Can I verify the accuracy of this source? What action does it suggest? How does this information affect me or my colleagues? With whom should I share it? How might others interpret this information?
3. Our global community shares social, political, and financial interests.
4. Whatever your job description, expect to be evaluated, at least in part, on your communication skills.
5. It is 1) reader-centered, 2) accessible and Efficient, 3) often produced by teams, 4) delivered in paper and digital versions

13. Review Questions (continued)
What are the three purposes of technical communication?
What is the main question you must ask when preparing a technical document?
What are a workplace communicator’s four basic tasks?
Answers (continued)
6. To inform, to instruct, and to persuade
7. “How do I prepare the right document for this group of readers and this particular situation?”
8. 1) Deliver information readers can use, 2) Use persuasive reasoning, 3) Weigh the ethical issues, 4) Practice good team work