Final Flashcards
(95 cards)
1
Q
What does a procedure do?
A
A procedure describes how something is done
i.e. Distance is measured with electronic meter DME 297
2
Q
What does an instruction do?
A
An instruction tells the reader what to do i.e. Measure the distance with electronic meter DME 297
3
Q
When writing instructions, instructions use the ___ mood
A
Imperative i.e. Disengage the gear, then start the engine
4
Q
What should you do when writing instructions when the step is complicated?
A
Divide it into major steps and a series of sub-steps and number them accordingly
5
Q
Insert ___ whenever you need to warn readers of dangerous conditions or of potential damage if they do no exercise care
A
Precautions
6
Q
When writing technical instructions, how do you draw attention to precautions?
A
Drawing a box around them, indenting text on both sides
i.e. WARNING: Alerts readers to an element of personal danger
CAUTION: Tells readers when care is needed to prevent equipment damage
7
Q
Henwood suggests the following precautions:
A
1) DANGER: Serious threat to life or health
2) WARNING: Potential damage to product or minor injury
3) CAUTION: Risk to proper performance
4) NOTE: Additional explanation, possible problem
8
Q
Danger refers to __, warning refers to __, caution refers to __, and note refers to __
A
Serious threat to life/health; potential damage; risks; additional explanation
9
Q
Precautions have different levels and must come __ the step it refers to
A
Before
10
Q
Do a(n) __ check on instructions before releasing them
A
Operational
11
Q
What does an operational check do?
A
1) Observe how well person performs the task
2) Do not interrupt or guide them
3) Note hesitations or difficulties
4) When task is complete, ask if any step needs clarification
5) Rewrite ambiguous steps
6) Recheck with another new person
7) Repeat until readers can follow instructions easily
12
Q
__ have detailed instructions, such as service and repair procedures; assumes reader is a technical expert
A
Technical instructions
13
Q
What is the writing plan for technical instructions?
A
1) Summary
2) Purpose
3) Tools & Materials
4) Steps
14
Q
What is the “purpose” for technical instructions?
A
Explain why it has to be done
15
Q
__ and __ may be combined in a single paragraph (technical instructions)
A
Summary; purpose
16
Q
What are the “tools and materials” for technical instructions?
A
List any equipment needed; pictures of tools can help
17
Q
What are the “steps” for technical instructions?
A
Explain in short, authoritative steps how the work is to be done
18
Q
What are the three parts to a presentation?
A
1) The message
2) The visuals
3) The delivery (you)
19
Q
When presenting, what is the “message”?
A
The information or “story” you need to get across to the audience; when the message is right, the delivery generally falls into place
20
Q
What are things to avoid when presenting?
A
- No clear point
- No audience point
- No clear flow
- Too much information
- Too long
21
Q
A data dump must be part of the __, NOT the __
A
Preparation; presentation
22
Q
What are the steps to creating the message (presentation)?
A
Step 1: Plan
Step 2: Draft
Step 3: Edit
23
Q
When presenting, what are some ways to open?
A
- Question
- Fact
- Retrospective/Prospective
- Anecdote
- Quotation
- Familiar saying
- Analogy
24
Q
What are ways to organize your message (presentation)?
A
- Chronological
- Physical
- Geographical
- Problem/Solution
25
User manuals usually have:
- Brief description of the product
- Instructions on how to use it
- Suggestions for fixing problems
- Assumes reader has SLIGHT technical knowledge
26
User manuals structured in __ order
Sequential
27
In user manuals, the outline is __-focused and __-oriented
User; task
28
Use clear, simple language. User manual or technical instructions?
User manual, user often has limited technical knowledge
29
What is the structure for writing user manuals?
1) Summary
2) Product description
3) Operating instructions
4) Troubleshooting techniques
30
What is the "summary" of a user manual?
Explain what the product is and what it can do
31
What is the "product description" of a user manual?
Explain what the product consists of
32
What are the "operating instructions" of a user manual?
Provide step-by-step instructions for the various tasks the user will perform with this product
33
What are the "troubleshooting techniques" of a user manual?
Explain how to remedy problems that may arise
34
In user manuals, what is task analysis?
- Produced by brain storming
- No particular order
- Tasks are described using "...ing" forms of verbs (gerunds) i.e. Printing the report, writing the code
35
In user manuals, what are "troubleshooting techniques"?
Tells the reader what to do if equipment doesn't work; consists of short, numbered steps with verb in imperative mood
36
What are the 3 goals of any presentation?
1) Connect with the audience
2) Direct and hold attention
3) Promote understanding and memory
37
What should you keep in mind when creating slides?
- Less is more
- BE CLEAR
- Don't use lots of text
- Don't use silly graphics, logos, clipart
- Don't use backgrounds that can distract
38
What is the importance of a presentation handout?
- Something tangible to bring back / permanent reminder/record
- Makes it easier to follow along, take notes, or to get an idea of when the presentation will end
39
Why would attendees want a handout when at a presentation?
- To take notes (i.e. of what to check out later)
- Circle key points
- Record interesting things presenter has said
40
In your handouts, what do you include?
- Charts or graphs to make it easier for audience to follow along
- Include directions
- Include contact information and URLs
41
How do you visually structure a handout?
- Use the same colors and fonts that they see on the screen
| - Put company logos on handouts, not slides
42
People yield to persuasion in three ways:
1) Compliance
2) Identification
3) Internalization
43
How do you support your claims when writing persuasively?
1) Evidence (factual support from outside source)
| - Factual testaments, statistics, examples, and expert testimony
44
How do discerning readers evaluate evidence (writing persuasively)?
- Quality: strong, specific, etc.
- Credibility: where evidence is from, how it's collected, by whom
- Reasonability: falls in audience's "latitude of acceptance"
45
Facts are supported by:
Observation, experience, research, measurement
46
Statistics are supported by:
Always citing the source; many in business want to know "bottom-line" (costs, loss, profit)
47
Examples are supported by:
Showing specific instances of your point; helps your audience visualize your idea or concept
48
What does expert testimony do?
- Lends authority and credibility to any claim
- Experts must be unbiased
- Experts must be accepted as reliable by audience
49
What is latitude of acceptance?
The range of ideas a person sees as reasonable
50
What are organizational constraints?
- Schedules, deadlines
- Budgets
- Acceptable writing styles
- Proper way to format/structure documents
51
What are legal constraints?
- Laws
- Contracts
- You can threaten legal action, but not violence
52
What are ethical constraints?
- Good conscience
- Honesty
- Fair play
- Something can be legal, but not ethical
53
What are cultural constraints?
- Different cultures might differ in willingness to debate, criticize, express disagreement
- Special formalities in communication
- Source may be as important as content
- Relationship may be very important
i. e. Merits of cultural practice, religion
54
What are audience benefits (writing persuasively)?
- Tangible benefits: How will the features benefit the audience?
- Career benefits: How will the message enhance career? Chance to be challenged? Participate?
- Ego benefits: How does this enhance sense of self-worth? Accomplishment?
- Personality benefits: Does the audience want lots of data? Enthusiasm and energy?
- Group benefits: How does this benefit group as a whole? "Everyone else is doing it"
55
To get consensus, you must identify at least one goal in common:
1) Job security
2) Sense of belonging
3) Control over job/destiny
56
How do we appeal to common goals / values? They are shaped by values and qualities such as:
- Friendship
- Loyalty
- Ambition
- Honesty
57
According to social psychologist Robert Cialdini, what are the 6 key principles of influence?
1) Consistency
2) Reciprocity
3) Social proof
4) Authority
5) Liking
6) Scarcity i.e. Amazon "1 item left in stock"
58
What are short reports?
- Bulk of writing done by technologists, technicians, research assistants, etc.
- Can provide information (i.e. progress reports, field trip reports, etc)
- Can provide analysis (feasibility reports, assessment reports, etc)
59
What is the basic structure for short reports?
1) Summary: Report's main point, approach
2) Background: Information your reader requires to understand details section
3) Details: Pertinent information, analysis, in sections / headers
4) Outcome: Bottom-line conclusion; recommended action (if any)
60
How should you structure long reports?
- Number paragraphs and subparagraphs
- Maintain continuity
- If expected, include costs
- In long sections, summarize and then provide details
61
What is a progress report?
It keeps management informed about a project's progress. Answers questions such as:
- How much has been accomplished since the last report?
- Is the project on schedule? If not, what went wrong?
- What else needs to be done?
62
What is the structure for a progress report?
1) Summary: Identify project; previous reports
2) Background: Remind reader about key background info
3) Details: Report recent progress; if any, report problems
4) Outcome: Report if project on budget/time; if it will finish on time
63
What is a project completion report?
Final progress report of a project
- Last periodic progress report of a long project
- Only report of short project
64
What is an incident report?
Written any time you are involved in or witness an accident
- Whether equipment is damaged or people are injured
- Describe what you saw, resemble news accounts
- Most description in past tense
65
What is the structure for a project completion report?
1) Summary: State project is complete
2) Background: Review purpose, schedule, budget, location, people involved, etc.
3) Details: Describe main accomplishments, problems encounters
4) Outcome: What time of follow-up is needed?
66
What is the structure for an incident report?
1) Summary: Briefly state what happened and what was the result
2) Background: Describe the circumstances leading up to the incident (who? where? when?)
3) Details: Describe what happened and what has been done
4) Outcome: The main result(s)
67
What are inspection reports?
Written when you are asked to inspect or review a site, an installation, a product, etc.
- Describes your findings
68
What is the structure for an inspection report?
1) Summary: State main results of inspection, why read the report
2) Background: Why, what, who, where, when?
3) Details: Inspection revealed: conditions found; deficiencies
4) Outcome: Overall state of what was inspected; any actions needed?
69
What is a feasibility report?
Usually answers a question about equipment or a project
| - Background section very important
70
What is the structure for a feasibility report?
1) Summary: Refer to a reader's request or situation requiring analysis
2) Background: Describe situation leading to report; assessment criteria
3) Details: Apply criteria in a step-by-step manner
4) Outcome: State results, bottom-line conclusion, recommendation
71
What are recommendation reports?
- Can originate with a request from the reader
- Others originate with writer (sometimes called justification report)
- Trying to sell reader on something
- Direct or indirect pattern
72
What is a direct pattern?
Works best when you expect the reader to be supportive
| - Been supportive of similar recommendations in the past
73
What is the structure of a direct recommendation report?
1) Summary: Identify need or problem; state recommendation (active verbs)
2) Background: Name other solutions, criteria used to assess (and dismiss) alternatives
3) Details: Describe action; list benefits and drawbacks; detail resources, costs
4) Outcome: Summarize main reasons for action; describe action plan; request authorization or help
74
What is an indirect pattern?
Works best when reader may be unreceptive to recommendation
| - Answer to a sensitive matter (harassment, strained employer/employee relations)
75
What is the structure of an indirect recommendation report?
1) Summary: Show need/problem to be addressed; briefly describe report's approach
2) Background: Show extent of the problem; list alternatives, assessment criteria
3) Details: Apply criteria to each alternative; present best alternative last
4) Outcome: Summarize recommendation; provide action plan; request authorization or reader action
76
What are the recommendations for (writing recommendations)?
Used if discussions and conclusions indicate further work needs to be done or if several ways to resolve problems are discussed
77
What should recommendations include (writing recommendations)?
- Include specific actions
- Include how they can be implemented
- Can include timetables and financial feasibility
- Keep it short
78
What is a summary?
A short version of a longer document
| - Economical way to communicate: saves time, space, energy
79
A(n) __ reproduces the main ideas and expresses them concisely and precisely
Summary
80
What are the elements of a summary?
- Essential message (topics, finding, important figures)
- Non-technical style (know your audience)
- Independent meaning (stands by itself)
81
What are the 8 steps to summarizing?
1) Read the entire original
2) Reread and underline essential material
3) Edit the underlined information; cross out what doesn't advance meaning
4) Rewrite in your own words
5) Edit your own version for conciseness
6) Check your version against the original: preserved message, added no comments?
7) Rewrite your edited version
8) Document your sources
82
What are the types of definitions?
- Parenthetical
- Clarifying
- Sentence (or formal)
83
What is a parenthetical definition?
A word or phrase, often in synonym, in parentheses
| i.e. "The leaching field (seive-like drainage area) requires crushed stone."
84
What is a clarifying definition?
Adds a clarifying phrase/clause to the sentence
| i.e. "The trees on the site are mostly deciduous; *that is, they shed their foliage at season's end*."
85
What is a sentence (or formal) definition?
Used when one or more sentences are required to define the term. Follows the format: term, class, distinguishing features
- Should be stated near the beginning of a document
i. e. “A concerto [the term]is a symphonic piece [the class]performed by one or more solo instruments and orchestra [the distinguishing features].”
86
What are expanded definitions?
# Define a term in detail
- For people who need to know how something works and how to use it, not just what it is
i. e. “Bug” comes from a moth which got into a relay in one of the first computers in 1947
87
What are the three locations for definitions?
1) If the definition is important for understanding the entire report, place it in the INTRODUCTION
2) If the definition clarifies only a section of the discussion, place it in that SECTION
3) If the definition serves only as a reference, place it in an APPENDIX
88
Why hold a meeting?
- To solve problems
- To exchange and evaluate information
- To resolve conflict
- To inspire
89
Why do meetings fail?
- The meeting is unnecessary
- The meeting is held for the wrong reason
- The objective is uncleart
- The wrong people are present
or *poor timing, poor environment, lack of control*
90
What are the meeting rules?
- Have rules and stick to an agenda
- Begin and end on time
- Provide concise answers
- Do not interrupt, let each attendee finish their thoughts
91
What are the three roles people play within meetings?
1) Chairperson
2) Secretary
3) Participant
92
What does the chairperson do (meetings)?
- Calls the meeting
- Prepares an agenda
- Distributes agenda (at least 2 days before)
- Leads meeting
- Controls conversation
- Specifies meeting structure
93
What does the secretary do (meetings)?
- Records the meeting
- Can help with time management
- Can help to maintain order
94
What does the participant do (meetings)?
- Sets objective of thinking process
- Presents relevant information
- Contributes ideas / info
- Helps in thinking / solving problems
- Acts as consultant to task owner
95
What is the purpose of an agenda (meetings)?
Allows people to focus on what they are to do before, during and after the meeting
