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References

CHAPTER 1:

Introduction to Technical Communication

Carlaw, P. (2010, January 7). The business case for first call resolution. Retrieved May 17, 2013, from www.impactlearning.com/the-business-case-for-first-call-resolution

College Entrance Examination Board. (2004). Writing: A ticket to work . . . or a ticket out: A survey of business leaders. Retrieved January 25, 2008, from www.writingcommission.org/prod_downloads/writingcom/writing-ticket-to-work.pdf

Millennial Branding and Experience. (2012, May 14). Study reveals an employment gap between employers and students. Retrieved May 14, 2013, from http://millennialbranding.com/2012/05/millennial-branding-student-employment-gap-study/

National Association of Colleges and Employers. (2012). Job outlook 2013, p. 31. Retrieved May 20, 2013, from http://www.naceweb.org/s10242012/skills-abilities-qualities-new-hires

CHAPTER 2:

Understanding Ethical and Legal Considerations

Bettinger, B. (2010). Social media implications for intellectual property law. Retrieved May 23, 2013, from www.slideshare.net/blaine_5/social-media-implications-for-intellectual-property-law

Donaldson, T. (1991). The ethics of international business. New York, NY: Oxford University Press.

Ethics Resource Center. (2012). 2011 national business ethics survey: Workplace ethics in transition. Retrieved May 23, 2013, from http://www.ethics.org/?q=resource/2011-national-business-ethics-survey

Helyar, P. S. (1992). Products liability: Meeting legal standards for adequate instructions. Journal of Technical Writing and Communication, 22(2), 125–47.

Lipus, T. (2006). International consumer protection: Writing adequate instructions for global audiences. Journal of Technical Writing and Communication, 36(1), 75–91.

Malachowski, D. (2013). Wasted time at work costing companies billions. Retrieved June 12, 2013, from www.salary.com/wasted-time-at-work-still-costing-companies-billions-in-2006

Proskauer Rose LLP. (2012). Social media in the workplace around the world 2.0. Retrieved May 23, 2013, from www.proskauer.com/files/News/c4f04351-44a6-4343-9bf6-bcf6e5d0a265/Presentation/NewsAttachment/a7c0c180-df76-4383-9297-b75d70dd24c9/2012_ILG_Social_Network_Survey_Results_Social_Media_2.0.pdf

Ross, K. (2011). Warnings and instructions: Updated U.S. standards and global requirements. Retrieved May 22, 2013, from www.productliabilityprevention.com/images/DRI_Fall_2011_Strictly_Speaking_Warnings.pdf

Sigma Xi. (2000). Honor in science. New Haven, CT: Author.

Texas Instruments. (2010). Ethics. Retrieved May 23, 2013, from www.ti.com/corp/docs/investor/gov/organize.shtml

Trillos-Decarie, J. (2012). Marketing + sales + communication + legal = social strategy (PowerPoint presentation). Retrieved May 23, 2013, from http://www.slideshare.net/JasmineTrillos-Decarie/jasmine-vegas-conf-final

U.S. Census Bureau. (2012). ProQuest statistical abstract of the United States: 2013. Washington, DC: U.S. Government Printing Office.

U.S. Consumer Product Safety Commission. (2011). 2011 annual report to the President and Congress. Bethesda, MD: Author. Retrieved May 19, 2013, from www.cpsc.gov/PageFiles/123357/2011rpt.pdf

U.S. Federal Trade Commission. (2009, October 5). FTC publishes final guides governing endorsements, testimonials. Retrieved March 22, 2013, from www.ftc.gov/opa/2009/10/endortest.shtm

Velasquez, M. G. (2011). Business ethics: Concepts and cases (7th ed.). Upper Saddle River, NJ: Pearson.

CHAPTER 4:

Writing Collaboratively

Cisco Systems, Inc. (2010). Cisco 2010 midyear security report. Retrieved July 22, 2010, from www.cisco.com/en/US/prod/collateral/vpndevc/security_annual_report_mid2010.pdf

Duin, A. H., Jorn, L. A., & DeBower, M. S. (1991). Collaborative writing—Courseware and telecommunications. In M. M. Lay & W. M. Karis (Eds.), Collaborative writing in industry: Investigations in theory and practice (pp. 146–69). Amityville, NY: Baywood.

Karten, N. (2002). Communication gaps and how to close them. New York, NY: Dorset House.

Kaupins, G., & Park, S. (2010, June 2). Legal and ethical implications of corporate social networks. Employee Responsibilities and Rights Journal. Retrieved July 9, 2010, from www.springerlink.com/content/446x810tx0134588/fulltext.pdfDOI10.1007/s10672-010-9149-8

Lustig, M. W., & Koester, J. (2012). Intercultural competence: Interpersonal communication across cultures (7th ed.). Boston, MA: Allyn & Bacon.

Martin, J. (2012, August 13). Second Life: How companies are using the popular virtual world to conduct meetings. Retrieved June 17, 2013, from http://nvate.com/5381/second-life-meetings

SilkRoad. (2013). Social media and workplace collaboration. Retrieved June 14, 2013, from http://pages.silkroad.com/rs/silkroad/images/Social-Media-Workplace-Collaboration-SilkRoad-TalentTalk-Report.pdf

CHAPTER 5:

Analyzing Your Audience and Purpose

Bathon, G. (1999, May). Eat the way your mama taught you. Intercom, 22–24.

Bell, A. H. (1992). Business communication: Toward 2000. Cincinnati, OH: South-Western.

Bosley, D. S. (1999). Visual elements in cross-cultural technical communication: Recognition and comprehension as a function of cultural conventions. In C. R. Lovitt & D. Goswami (Eds.), Exploring the rhetoric of international professional communication: An agenda for teachers and researchers (pp. 253–76). Amityville, NY: Baywood.

Centers for Disease Control and Prevention. (2013). CDC.gov and social media metrics: April 2013. Retrieved July 9, 2013, from www.cdc.gov/metrics/reports/2013/oadcmetricsreportapril2013.pdf

Hoft, N. L. (1995). International technical communication: How to export information about high technology. New York, NY: Wiley.

Lovitt, C. R. (1999). Introduction: Rethinking the role of culture in international professional communication. In C. R. Lovitt & D. Goswami (Eds.), Exploring the rhetoric of international professional communication: An agenda for teachers and researchers (pp. 1–13). Amityville, NY: Baywood.

Tebeaux, E., & Driskill, L. (1999). Culture and the shape of rhetoric: Protocols of international document design. In C. R. Lovitt & D. Goswami (Eds.), Exploring the rhetoric of international professional communication: An agenda for teachers and researchers (pp. 211–251). Amityville, NY: Baywood.

U.S. Census Bureau. (2012). ProQuest statistical abstract of the United States: 2013. Washington, DC: U.S. Government Printing Office.

CHAPTER 6:

Researching Your Subject

DeVault, G. (2013). Market research case study—Nielsen Twitter TV rating metric. Retrieved June 26, 2013, from http://marketresearch.about.com/od/market.research.social.media/a/Market-Research-Case-Study-Nielsen-Twitter-Tv-Rating-Metric.htm

Marcus, A. D. (2011, April 25). ALS study shows social media’s value as research tool. Wall Street Journal. Retrieved June 26, 2013, from http://online.wsj.com/article/SB10001424052748704489604576283010994997034.html

McCaney, K. (2013, June 18). Energy lab team explores new ways of analyzing social media. GCN. Retrieved June 26, 2013, from http://gcn.com/articles/2013/06/18/Energy-lab-new-ways-analyzing-social-media.aspx

CHAPTER 9:

Emphasizing Important Information

Benson, P. (1985). Writing visually: Design considerations in technical publications. Technical Communication, 32, 35–39.

CHAPTER 10:

Writing Correct and Effective Sentences

ASD Simplified Technical English Maintenance Group. (2010). Website. Retrieved August 2, 2010, from http://www.asd-ste100.org/

Snow, K. (2009). People first language. Retrieved August 2, 2010, from www.disabilityisnatural.com/images/PDF/pfl-sh09.pdf

U.S. Census Bureau. (2012). Americans with disabilities: 2010. Retrieved July 23, 2013, from www.census.gov/prod/2012pubs/p70-131.pdf

Williams, J. M. (2007). Style: Lessons in clarity and grace (9th ed.). New York, NY: Pearson Longman.

CHAPTER 11:

Designing Print and Online Documents

Biggs, J. R. (1980). Basic typography. New York, NY: Watson-Guptill.

Haley, A. (1991). All caps: A typographic oxymoron. U&lc, 18(3), 14–15.

Horton, W. (1993). The almost universal language: Graphics for international documents. Technical Communication, 40, 682–693.

Ichimura, M. (2001). Intercultural research in page design and layout for Asian/Pacific audiences. Proceedings of the STC’s 48th annual conference. Retrieved April 9, 2002, from www.stc.org/proceedings/ConfProceed/2001/PDFs/STC48-000122.pdf

Internet World Stats. (2013). Internet world users by language. Retrieved July 12, 2013, from www.internetworldstats.com/stats7.htm

Keyes, E. (1993). Typography, color, and information structure. Technical Communication, 40, 638–654.

Lynch, P. J., and Horton, S. (2011). Web style guide online (3rd ed.). Retrieved July 12, 2013, from http://webstyleguide.com/index.html

Poulton, E. (1968). Rate of comprehension of an existing teleprinter output and of possible alternatives. Journal of Applied Psychology, 52, 16–21.

U.S. Department of Agriculture. (2002, March 5). Thermometer usage messages and delivery mechanisms for parents of young children. Retrieved April 4, 2002, from www.fsis.usda.gov/oa/research/rti_thermy.pdf

Williams, R. (2008). The non-designer’s design book (3rd ed.). Berkeley, CA: Peachpit Press.

Williams, T., & Spyridakis, J. (1992). Visual discriminability of headings in text. IEEE Transactions on Professional Communication, 35, 64–70.

CHAPTER 12:

Creating Graphics

Brockmann, R. J. (1990). Writing better computer user documentation: From paper to hypertext. New York, NY: Wiley.

Gatlin, P. L. (1988). Visuals and prose in manuals: The effective combination. In Proceedings of the 35th International Technical Communication Conference (pp. RET 113–15). Arlington, VA: Society for Technical Communication.

Grimstead, D. (1987). Quality graphics: Writers draw the line. In Proceedings of the 34th International Technical Communication Conference (pp. VC 66–69). Arlington, VA: Society for Technical Communication.

Horton, W. (1992). Pictures please—presenting information visually. In Carol Barnum and Saul Carliner (Eds.), Techniques for technical communicators. New York, NY: Longman.

Levie, W. H., & Lentz, R. (1982). Effects of text illustrations: A review of research. Journal of Educational Psychology, 73, 195–232.

Morrison, C., & Jimmerson, W. (1989, July). Business presentations for the 1990s. Video Manager, 4, 18.

ProZ.com. (2013). Retrieved July 12, 2013, from http://search.proz.com/employers/rates

Tufte, E. R. (1983). The visual display of quantitative information. Cheshire, CT: Graphics Press.

U.S. Census Bureau. (2013). ProQuest statistical abstract of the United States. Washington, DC: U.S. Government Printing Office. Retrieved July 20, 2013, from http://statab.conquestsystems.com/sa/abstract.html table-no=815&acc-no=C7095-1.16&year=2013&z=D221BAE892DDA2D7BFCBA95DB0B859487C40FCF2

White, J. V. (1984). Using charts and graphs: 1000 ideas for visual persuasion. New York, NY: R. R. Bowker.

White, J. V. (1990). Color for the electronic age. New York, NY: Watson-Guptill.

CHAPTER 13:

Reviewing, Evaluating, and Testing Documents and Websites

Dumas, J. S., & Redish, J. C. (1999). A practical guide to usability testing. Chicago, IL: University of Chicago Press.

Kantner, L. (1994). The art of managing usability tests. IEEE Transactions on Professional Communication, 37, 143–48.

Nielsen, J. (2012). Usability 101: Introduction to usability. Retrieved July 25, 2013, from http://www.nngroup.com/articles/usability-101-introduction-to-usability/

Rubin, J., & Chisnell, D. (2008). Handbook of usability testing: How to plan, design, and conduct effective tests (2nd ed.). New York, NY: Wiley.

Vatrapu, R., & Pérez-Quiñones, M. A. (2006). Culture and international usability testing: The effects of culture in structured interviews. Journal of Usability Studies, 4, 156–70.

CHAPTER 14:

Writing Correspondence

Hall, S. (2009, August 21). Twitter fan companies say it helps them get closer to customers. ITBusinessEdge. Retrieved November 11, 2013, from http://www.itbusinessedge.com/cm/community/features/articles/blog/twitter-fan-companies-say-it-helps-them-get-closer-to-customers

Möller, M. (2009). Corporate microblogging: How to use microblogging in a business environment. Retrieved June 14, 2013, from www.slideshare.net/conception/corporate-twitter-how-to-use-microblogging-in-a-business-environment

Sasaki, U. (2010). Japanese business etiquette for email. Retrieved September 3, 2010, from www.ehow.com/about_6523223_japanese-business-etiquette-email.html

Stibel, J. (2011, August 3). The simple way to avoid social media failures. HBR Blog Network. Retrieved September 6, 2012, from http://blogs.hbr.org/2011/08/the-simple-way-to-avoid-social

CHAPTER 15:

Writing Job-Application Materials

Auerbach, D. (2012, August 29). How to get that computer to send your résumé to a real person. Retrieved August 4, 2013, from www.careerbuilder.com/Article/CB-3185-Résumés-Cover-Letters-How-to-get-that-computer-to-send-your-résumé-to-a-real-person

Balderrama, A. (2012, December 10). What do employers find when they search for you online? Retrieved August 6, 2013, from www.careerbuilder.com/Article/CB-3212-Job-Search-Strategies-What-do-employers-find-when-they-search-for-you-online

Bowers, T. (2013, March 18). Would you hire someone with poor grammar skills? TechRepublic. Retrieved August 6, 2013, from www.techrepublic.com/blog/career-management/would-you-hire-someone-with-poor-grammar-skills/

Cohen, S. (2013, May 15). Online hiring tools are changing recruiting techniques. New York Times. Retrieved August 4, 2013, from www.nytimes.com/2013/05/16/business/smallbusiness/online-recruiting-efforts-gain-ground.html

Halzack, S. (2013, August 4). Tips for using LinkedIn to find a job. Washington Post. Retrieved August 4, 2013, from www.washingtonpost.com/business/capitalbusiness/tips-for-using-linkedin-to-find-a-job/2013/08/01/7c50c418-e0ff-11e2-8ae9-5db15d3c0fca_story.html

Hering, B. B. (2011, December 7). Do I really need a cover letter? New thoughts on an old standard. Retrieved August 7, 2013, from www.careerbuilder.com/Article/CB-2446-Resumes-Cover-Letters-Do-I-really-need-a-cover-letter-New-thoughts-on-an-old-standard

Isaacs, K. (2012). Lying on your résumé: What are the consequences? Retrieved August 10, 2013, from http://college.monster.com/training/articles/51-lying-on-your-resume-what-are-the-consequences

Lorenz, M. (2012, May 31). Six ways hiring managers are spotting résumé lies. Retrieved August 5, 2013, from www.careerbuilder.com/Article/CB-3077-Résumés-Cover-Letters-6-ways-hiring-managers-are-spotting-résumé-lies

OfficeTeam. (2011, February 14). OfficeTeam survey: Cover letters still valuable in hiring process. Retrieved August 4, 2013, from http://officeteam.rhi.mediaroom.com/coverletters

Society for Human Resource Management. (2013, April 13). Social networking websites and recruiting/selection. Retrieved August 3, 2013, from www.shrm.org/Research/SurveyFindings/Articles/Pages/SHRM-Social-Networking-Websites-Recruiting-Job-Candidates.aspx

U.S. Department of Labor. (2012, July 25). News (Document USDL-12-1489), p. 1. Retrieved August 6, 2013, from www.bls.gov/news.release/pdf/nlsoy.pdf

Newman, L. (2011). Proposal guide for business and technical professionals (4th ed.). Farmington, UT: Shipley Associates.

Thrush, E. (2000, January 20). Writing for an international audience: Part I. Communication skills. Retrieved November 5, 2002, from www.suite101.com/article.cfm/5381/32233

U.S. Department of Defense. (2013). Table 513: Military Expenditures: 2000 to 2009 (Payroll, Contracts, and Grants, Selected Fiscal Years). ProQuest statistical abstract of the United States: 2013. Retrieved August 14, 2013, from http://statab.conquestsystems.com/sa/abstract.html table-no5513&acc-no5C7095-1.10&year=2013&z=9915453352700159F72153254189CBDB218B5E70

CHAPTER 18:

Writing Recommendation Reports

Honold, P. (1999). Learning how to use a cellular phone: Comparison between German and Chinese users. Technical Communication, 46(2), 195–205.

CHAPTER 19:

Writing Lab Reports

Agamy, E. (2013, June 1). Sub chronic exposure to crude oil, dispersed oil and dispersant induces histopathological alterations in the gills of the juvenile rabbit fish (Siganus canaliculatus). Ecotoxicology and Environmental Safety, 92, 180–90. Retrieved August 21, 2013, from http://apps.webofknowledge.com

Thomford, J. (2008). Bile salts enhance lipase digestion of fats. Unpublished document.

CHAPTER 20:

Writing Definitions, Descriptions, and Instructions

Abel, S. (2013, May 5). Technical communication industry benchmarking survey results summary. Retrieved August 10, 2013, from http://thecontentwrangler.com/2013/05/05/technical-communication-industry-benchmarking-survey-results-summary

Brain, M. (2005). How computer viruses work. Retrieved June 20, 2005, from http://computer.howstuffworks.com/virus1.htm

Canadian Association of Road Safety Professionals. (2009). High-tech vehicle safety systems: Adaptive cruise control. Retrieved August 29, 2013, from www.carsp.ca/hitech/hitech_acc.htm

Delio, M. (2002, June 4). Read the f***ing story, then RTFM. Wired News. Retrieved June 6, 2002, from http://archive.wired.com/culture/lifestyle/news/2002/06/52901?currentPage=all

Falco, M. (2008, January 14). New hope may lie in lab-created heart. Retrieved March 21, 2008, from www.cnn.com/2008/HEALTH/01/14/rebuilt.heart

Fraternity Insurance and Purchasing Group. (2013). Risk management (Manual), p. 8. Retrieved August 29, 2013, from http://cmssites.theginsystem.com/uploads/fipg/userfiles/FIPG_MANUAL.pdf

CHAPTER 21:

Making Oral Presentations

Alley, M. (2007). Rethinking the design of presentation slides. Retrieved March 26, 2008, from http://www.writing.engr.psu.edu/speaking/rethinking_psu.pdf

Fleming, M., & Levie, W. H. (Eds.). (1978). Instructional message design. Englewood Cliffs, NJ: Educational Technology Publications.

Nienow, S. (2013, July 6). How long does it take to create a really great presentation? Retrieved August 28, 2013, from http://redzestdesign.com/2013/10/how-long-does-it-take-to-create-a-really-great-presentation

Smith, T. C. (1991). Making successful presentations: A self-teaching guide. New York, NY: Wiley.

APPENDIX A:

Skimming Your Sources and Taking Notes

McComb, G. (1991). Troubleshooting and repairing VCRs (2nd ed.). Blue Ridge Summit, PA: TAB/McGraw-Hill.