Presents an author's frustrations with poor editing in the form of advice from an editor who has been edited. Discusses deciding what to change, grammar and style, and knowing the audience and the author. (RS)

Points out that understanding the buyer's perspective is critical to developing effective marketing materials. Discusses how to determine the buying concerns that are relevant to customers and products and how to organize good marketing writing. (SR)

Suggests that technical writing is the most challenging profession in the world and sometimes the most boring. List 35 things that the field knows about technical communication (on such topics as audience, editing, writing style, graphics, and training). Suggests that there may be nothing left to invent in the field of technical communication. (RS)

Outlines how technical communicators can use the five "W" questions approach--a core element of journalism--in the audience analysis phase of designing information to help ensure that the information meets the audience's needs. (SR)

Argues that technical writers must construct proper contexts for readers' understanding. Discusses reader-oriented syntax, rhetorical confidence, and three kinds of context qualifiers. Offers various examples. (SR)

Describes the creation and eventual demise of a technologically advanced distance-learning facility. Concludes that it is critical, especially in an expensive high-tech environment, to listen to the customers and use their feedback to constantly improve service. (SR)

Describes how data displays can be classified into four types: conventional, perceptual, informational, and aesthetic. Argues that conflicts among the standards can be resolved by allowing the rhetorical situation to guide the design process. Explores a case in information design to show how the rhetorical situation shapes data displays, telling…

Outlines the internal usability review, a systematic examination of documentation to identify basic usability issues and solve problems. Discusses typical user problems and explains the review steps that eliminate documentation problems before they become problems for the customer. (SR)

Argues that an effectively designed intranet can become a valuable medium for facilitating work processes and communication throughout a company, and that sound structure and visual appeal are important in attracting users to an intranet. Examines issues, such as creating form appropriate to function, determining audience needs, and implementing…

Examines audience-centered writing strategies in two early sewing machine manuals. Considers the difference between non-sexist and gender-neutral writing. Concludes that avoiding sexism in technical writing may sometimes be impossible. (PA)

Argues that information designers can obtain a better understanding of users by using the contextual inquiry methodology, which involves conducting open-ended conversations with users while they perform their work. Notes that information designers using contextual inquiry depend on context, partnership, and focus to make design decisions. Relates…

Presents a framework--grounded in the classic rhetorical concept of "ethos"--for technical communicators to examine the unique characteristics of the World Wide Web and the audiences it serves. Suggests that technical and marketing communicators can use the idea of online "ethos" to evaluate existing Web sites and design new…

Investigates French and German undergraduate engineering and computer science students' comprehension of phrasal verbs. Concludes that phrasal verbs may make texts less accessible to non-native speakers of English. Indicates there are features of Plain English that are less applicable when the intended audience consists of non-native speakers of…

Describes aspects of Linda Flower's work used by the author in devising writing technical assistance for teams writing technical reports in the United States General Accounting Office. Discusses three brief case studies describing the relationship between the work program structure (a major barrier to audience-based writing) and the writing…

Examines current demographics of Web usage and the challenges they reveal. Provides guidance for creating World Wide Web content for international audiences. Addresses what can be achieved by making the Web a truly international medium. Concludes that a consensus has not yet been reached on a global graphic language. (PA)