Chapter Summary

Strong technical communications skills are key when creating user documentation. Technical communicators must often act as project managers, organizing team members and deadlines. Effective listening, including both comprehensive and critical listening, is necessary between team members and technical communicators to ensure success. To make certain that the speaker's message is understood correctly, clarifying and confirming questioning should be asked. Non-threatening questioning styles, such as reflection, drawing out, seeking clarification, and open-ended questions, maintain a cooperative environment in a professional setting. Messages, whether informative or persuasive, should contain a compelling opening, supporting examples of the point, a solid conclusion, and simple language.

Once the written content of user documentation has been finalized, determine whether the use of visuals is appropriate. Visuals, such as graphics, exhibits, and multimedia, can enhance the user's understanding of the content. Just as strong writing is important, good editing is crucial for a user documentation's success. Make sure that the content is grammatically correct, clear, appropriate for the reader, and engaging. Additionally, graphics should be reviewed.

Online Links

Attentive and Critical Listening: Description (Page 133)
http://www.chass.ncsu.edu/ccstm/scmh/morelisten.html

Microsoft Office Template Gallery (Page 135)
http://officeupdate.microsoft.com/templategallery/

11 Rules of Writing (Page 143)
www.junketstudies.com/rulesofw

eFlashcards

Sharpen your knowledge of chapter terms and definitions with eFlashcards or an interactive crossword puzzle.

Practice Tests

Test your understanding of the chapter material with a self-scoring Practice Test.

Some activities require Flash 6.0 Player. If you do not have this application, you may download it now.

Back to Top