Chapter 1 Cases

Chapter 20, Additional Case 8: Writing Instructions for Installing a Programmable Thermostat

Background

You are the new technical-communication intern at Owyhee Engineers, a diversified manufacturer of control technologies for buildings, homes, and industry. The company is developing a programmable thermostat, the Energy Control 37 (EC37), for use in homes. Your documentation group is responsible for writing the installation and operation instructions for the EC37. Your supervisor, Warren Fu, has asked you to interview Alexis Jaeger, a product engineer, about the thermostat. After the interview, you report back to Warren.

“In short, a programmable thermostat automatically sets the temperature in your home based upon a predetermined schedule,” you summarize. “The chief advantage of a programmable thermostat is that you no longer need to adjust the setting before leaving the house or going to bed. In fact, by automatically adjusting the temperature to a lower energy setting while you are sleeping or out of the house, you can reduce energy use by 17 to 25 percent. That translates into more money in your pocket.

“I took notes when Alexis explained the installation procedure, and she gave me some possible graphics for the instructions.” (See Documents 20.1 and 20.2.).

“I’d like you to start by writing the installation instructions and choosing the graphics to accompany them,” Warren says. “Before you start writing, spend some time thinking about our customers. Most are do-it-yourself homeowners and not professional contractors.

“What else can you tell me about our customers?

“A lot of homeowners are afraid of doing the installation themselves. They imagine all the things that can go wrong, especially when they picture a tangled mass of electrical wiring lurking behind their walls. They decide it’s too much to handle. They return our thermostats and ask for a refund. They need to understand that the seemingly complicated installation is really just a series of small steps. If they take their time and follow the directions, they can do it.

“Thanks,” you respond. “This information will help me plan the instructions.

Your Assignment

Using principles discussed in Chapter 20, revise the information in Document 20.1. Design the installation instructions so that they are professional in appearance and easy to read. Add any necessary information that is missing, especially safety information.
Review the proposed graphics for the instructions (Document 20.2) and decide which, if any, of the graphics are appropriate, given the instructions’ audience and purpose. In a memo to Warren, recommend which graphics to use and where the graphics should be placed. If none of the graphics seem appropriate to you or if you think additional graphics are needed, describe the kinds of information that should be provided and where the graphics should be placed. For example, if you think the instructions would benefit from a line graph comparing the monthly heating and cooling costs in homes with a programmable thermostat versus homes without a programmable thermostat, write the following: “Insert at the top of the page a line graph showing monthly energy costs to heat and cool a house with a programmable thermostat versus a comparable house without a programmable thermostat. Show a 12-month period and use different colors to distinguish the two lines.” The more specific your statement, the easier it will be for Warren to understand how to revise or supplement the graphics.