technical communication a practical approach chapter 8: process explanations and instructions...
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Technical CommunicationA Practical Approach
Chapter 8: Process Explanations and Instructions
William Sanborn Pfeiffer
Kaye Adkins
Technical Communication: A Practical Approach, Eighth EditionW. S. Pfeiffer and K. Adkins
Copyright © 2013, 2010, 2006 Pearson Education, Inc., All Rights Reserved.2
Process Explanations and Instructions
Process Explanations Versus Instructions Guidelines for Process Explanations Guidelines for Instructions
Technical Communication: A Practical Approach, Eighth EditionW. S. Pfeiffer and K. Adkins
Copyright © 2013, 2010, 2006 Pearson Education, Inc., All Rights Reserved.3
Process Explanations Versus Instructions
Process Explanations Provide information to help readers understand
what has been done, is being done, or will be done
Process Instructions Show readers how to perform the process
Technical Communication: A Practical Approach, Eighth EditionW. S. Pfeiffer and K. Adkins
Copyright © 2013, 2010, 2006 Pearson Education, Inc., All Rights Reserved.4
Process Explanations Versus Instructions
Technical Communication: A Practical Approach, Eighth EditionW. S. Pfeiffer and K. Adkins
Copyright © 2013, 2010, 2006 Pearson Education, Inc., All Rights Reserved.5
Guidelines for Process Explanations
Purposes Describing an experiment Explaining how a machine works Recording steps in developing a new product Describing what happened during a field test
Technical Communication: A Practical Approach, Eighth EditionW. S. Pfeiffer and K. Adkins
Copyright © 2013, 2010, 2006 Pearson Education, Inc., All Rights Reserved.6
Guidelines for Process Explanations
Know Your Purpose and Audience Follow the ABC Format Use an Objective Point of View Choose the Right Amount of Detail Use Flowcharts for Complex Processes
Technical Communication: A Practical Approach, Eighth EditionW. S. Pfeiffer and K. Adkins
Copyright © 2013, 2010, 2006 Pearson Education, Inc., All Rights Reserved.7
Guidelines for Process Explanations
Know Your Purpose and Audience Do you need to provide an overview or specific
details? Do readers understand the technical content or
are they general readers? Do readers have mixed technical backgrounds? Does the description supply supporting
information, or is it the main part of document?
Technical Communication: A Practical Approach, Eighth EditionW. S. Pfeiffer and K. Adkins
Copyright © 2013, 2010, 2006 Pearson Education, Inc., All Rights Reserved.8
Guidelines for Process Explanations
Follow the ABC Format Abstract
Purpose statement Overview or list of the main steps that follow List of equipment or materials used in the process
Technical Communication: A Practical Approach, Eighth EditionW. S. Pfeiffer and K. Adkins
Copyright © 2013, 2010, 2006 Pearson Education, Inc., All Rights Reserved.9
Guidelines for Process Explanations
Follow the ABC Format Body
Paragraphs List of steps
Technical Communication: A Practical Approach, Eighth EditionW. S. Pfeiffer and K. Adkins
Copyright © 2013, 2010, 2006 Pearson Education, Inc., All Rights Reserved.10
Guidelines for Process Explanations
Technical Communication: A Practical Approach, Eighth EditionW. S. Pfeiffer and K. Adkins
Copyright © 2013, 2010, 2006 Pearson Education, Inc., All Rights Reserved.11
Guidelines for Process Explanations
Follow the ABC Format Conclusion
Keeps the process from ending abruptly Helps the reader put the steps together into a
coherent whole Shows how the process fits into a larger context
Technical Communication: A Practical Approach, Eighth EditionW. S. Pfeiffer and K. Adkins
Copyright © 2013, 2010, 2006 Pearson Education, Inc., All Rights Reserved.12
Guidelines for Process Explanations
Use an Objective Point of View Explain a process rather than direct how it
is to be done
Technical Communication: A Practical Approach, Eighth EditionW. S. Pfeiffer and K. Adkins
Copyright © 2013, 2010, 2006 Pearson Education, Inc., All Rights Reserved.13
Guidelines for Process Explanations
Choose the Right Amount of Detail Subdivide information for easy reading
In paragraph format use Headings Subheadings
In list format use An outline arrangement of points and subpoints
Place related steps into groups
Technical Communication: A Practical Approach, Eighth EditionW. S. Pfeiffer and K. Adkins
Copyright © 2013, 2010, 2006 Pearson Education, Inc., All Rights Reserved.14
Guidelines for Process Explanations
Use Flowcharts for Complex Processes Supplement a paragraph or list description with
a flowchart
Technical Communication: A Practical Approach, Eighth EditionW. S. Pfeiffer and K. Adkins
Copyright © 2013, 2010, 2006 Pearson Education, Inc., All Rights Reserved.15
Guidelines for Process Explanations
Technical Communication: A Practical Approach, Eighth EditionW. S. Pfeiffer and K. Adkins
Copyright © 2013, 2010, 2006 Pearson Education, Inc., All Rights Reserved.16
Guidelines for Instructions
Select the Correct Technical Level Follow the ABC Format Use Numbered Lists in the Body Group Steps Under Task Headings Place One Action in a Step Lead Off Each Action Step with a Verb
Technical Communication: A Practical Approach, Eighth EditionW. S. Pfeiffer and K. Adkins
Copyright © 2013, 2010, 2006 Pearson Education, Inc., All Rights Reserved.17
Guidelines for Instructions
Remove Extra Information from the Step Use Bullets or Letters for Emphasis Emphasize Cautions, Warnings, and
Dangers Keep a Simple Style Use Graphics Usability Testing
Technical Communication: A Practical Approach, Eighth EditionW. S. Pfeiffer and K. Adkins
Copyright © 2013, 2010, 2006 Pearson Education, Inc., All Rights Reserved.18
Guidelines for Instructions
Select the Correct Technical Level Select a language that every reader can
understand Use techniques of definition and description
Technical Communication: A Practical Approach, Eighth EditionW. S. Pfeiffer and K. Adkins
Copyright © 2013, 2010, 2006 Pearson Education, Inc., All Rights Reserved.19
Guidelines for Instructions
Provide Introductory Information Follow the ABC Format
Abstract: purpose statement Body: summary of the main steps Conclusion: list or illustration
Consider the following additional items: Pointers Definitions Theories Notes, cautions, warnings, and dangers
Technical Communication: A Practical Approach, Eighth EditionW. S. Pfeiffer and K. Adkins
Copyright © 2013, 2010, 2006 Pearson Education, Inc., All Rights Reserved.20
Guidelines for Instructions
Use Numbered Lists in the Body Group Steps under Task Headings
They divide fragmented information into manageable “chunks”
They give reader a sense of accomplishment Place One Action in a Step
Break up complex steps into units
Technical Communication: A Practical Approach, Eighth EditionW. S. Pfeiffer and K. Adkins
Copyright © 2013, 2010, 2006 Pearson Education, Inc., All Rights Reserved.21
Guidelines for Instructions
Lead Off Each Action Step with a Verb Use the command form of a verb
Remove Extra Information from the Step Label with “Note” or “Result”
Use Bullets or Letters for Emphasis Save numbers for your steps
Use bullets for a few items Use letters for several items
Technical Communication: A Practical Approach, Eighth EditionW. S. Pfeiffer and K. Adkins
Copyright © 2013, 2010, 2006 Pearson Education, Inc., All Rights Reserved.22
Guidelines for Instructions
Emphasize Cautions, Warnings, and Dangers Caution
Possibility of damage to equipment or materials Warning
Possibility of injury to people Danger
Probability of injury or death to people
Technical Communication: A Practical Approach, Eighth EditionW. S. Pfeiffer and K. Adkins
Copyright © 2013, 2010, 2006 Pearson Education, Inc., All Rights Reserved.23
Guidelines for Instructions
Emphasize Cautions, Warnings, and Dangers Placement options
Place in a separate section right before the instructions begin
Place in the text of the instructions Place repeatedly throughout the instructions
Technical Communication: A Practical Approach, Eighth EditionW. S. Pfeiffer and K. Adkins
Copyright © 2013, 2010, 2006 Pearson Education, Inc., All Rights Reserved.24
Guidelines for Instructions
Keep a Simple Style Keep sentences short Use informal definitions Use short words Be specific
Technical Communication: A Practical Approach, Eighth EditionW. S. Pfeiffer and K. Adkins
Copyright © 2013, 2010, 2006 Pearson Education, Inc., All Rights Reserved.25
Guidelines for Instructions
Use Graphics Place an illustration next to every major step
when The instructions or equipment are complicated The audience may contain hurried readers
Technical Communication: A Practical Approach, Eighth EditionW. S. Pfeiffer and K. Adkins
Copyright © 2013, 2010, 2006 Pearson Education, Inc., All Rights Reserved.26
Guidelines for Instructions
Test Your Instructions Perform usability testing
Team up with another class member or colleague Give this person a draft of your instructions Observe this person following your instructions Revise your instructions
Technical Communication: A Practical Approach, Eighth EditionW. S. Pfeiffer and K. Adkins
Copyright © 2013, 2010, 2006 Pearson Education, Inc., All Rights Reserved.27
Guidelines for Instructions
Point-of-Use Instructions Pop-ups Help files Quick-start guides Posters and decals