Introduction to Technical

Business Writing
A Specialized Structured form of Writing that presents technical
Information to readers in such a way that it:
is adapted to their need and understanding level
Helps to perform a specific task or solve a specific problem
Course Objectives
Effectively negotiate the process of completing
technical documents. These processes include
planning, drafting, editing and revising to quality
standards, and, where appropriate, usability
testing, research methods and appropriate citation
of sources.
Create clear, concise technical documents that

effectively use style and grammar.

Collaborate effectively in various writing

situations, including planning, creating, managing,

evaluating, editing, and revising document
production.
Use of Technical Writing in
Abstract
Brochure
Business Letter
Contract
Feasibility Report
Graphic Aids
Instructional Manual
Memorandum
Monograph
Policy
Technical Report
Verbal & Non Verbal
Communication
When messages or information is exchanged or communicated
through words is called verbal communication. Verbal
communication is of two types: written and oral communication.
Verbal communication takes place through face-to-face
conversations, group discussions, counseling, interview, radio,
television, calls, memos, letters, reports, notes, email etc.

When messages or information is exchanged or communicated

without using any spoken or written word is known as nonverbal
communication.Non-verbal communication(NVC) is usually
understood as the process of communication through sending and
receiving wordless messages.
Characteristics Non Verbal
Communication
No use of words: Non-verbal communication is a communication without words or
language like oral or written communication. It uses gestures, facial expressions, eye
contact etc. for communicating with others.
Different meaning: Non-verbal symbols may have many meanings. Cross-culture
aspects give various meanings to same expression in respect of non-verbal
communication.
Vague and imprecise: Non-verbal communication is quite vague and imprecise. Since
in this communication there is no use of words or language which expresses clear
meaning to the receiver.
May conflict with verbal message: Non-verbal communication is so deeply rooted, so
unconscious, that you can express a verbal message and then directly contradict it with
a nonverbal message.
Largely unconscious: Non-verbal communication is unconscious in the sense that it is
usually not planned nor rehearsed. It comes almost instantaneously.
Shows feelings and attitudes: Facial expressions, gestures, body movements, the
way you use your eyes all communicate your feelings and emotions to others.
Informality: Non verbal communication does not follow any rules, formality or structure
like other communication. Most of the cases people unconsciously and habitually
engaged innon-verbal communicationby moving the various parts of the body.
Technical Writing &
Communication

Upward Communication

Lateral Communication

Downward Communication

Outward Communication
Qualities & Characteristics of
Technical Writing
Planning
Clarity
Brevity
Simplicity
Word of Choice
Active Voice
Planning: Before You Begin
Identify your Audience and Their Expectations.

Know Your purpose

Know Your Material

Understand the writing task at Hand

Organize your Thoughts and Material

Budget adequate time to write, Revise and review

Clarity
Avoid Jargons
Audience Familiarity

Brevity
Use Words Efficiently
Less is More
Use Redundancy
Most Important First
Simplicity
Use Details Wisely

Choice of words
Noun
Verbs
Adjectives
Adverbs
Avoid excess of words
Active Voice

Active Voice is more straight Forward and Stronger than passive

voice

When in Doubt Read Passages Loud to determine the natural

sound
Writing is a Process

Good writing does not happen overnight it requires planning,

drafting, re-reading, revising & editing.

Learning & improvements requires self review, peer review, expert

feedback and practice.
7 Cs of Communication
There are7 Cs of effective communicationwhich are applicable to both written as well
as oral communication. These are as follows:
Completeness -The communication must be complete. It should convey all facts required
by the audience. The sender of the message must take into consideration the receivers
mind set and convey the message accordingly. A complete communication has following
features:
Complete communication develops and enhances reputation of an organization.
Moreover, they are cost saving as no crucial information is missing and no additional cost is incurred in
conveying extra message if the communication is complete.
A complete communication always gives additional information when ever required. It leaves no questions
in the mind of receiver.
Complete communication helps in better decision-making by the audience/readers/receivers of message
as they get all desired and crucial information.
It persuades the audience.
Conciseness -Conciseness means wordiness, i.e, communicating what you want to convey
in least possible words without forgoing the other Cs of communication. Conciseness is a
necessity for effective communication. Concise communication has following features:
It is both time-saving as well as cost-saving.
It underlines and highlights the main message as it avoids using excessive and needless words.
Concise communication provides short and essential message in limited words to the audience.
Concise message is more appealing and comprehensible to the audience.
Concise message is non-repetitive in nature
 Consideration -Consideration implies stepping into the shoes of others. Effective
communication must take the audience into consideration, i.e, the audiences view points,
background, mind-set, education level, etc. Make an attempt to envisage your audience, their
requirements, emotions as well as problems. Ensure that the self-respect of the audience is
maintained and their emotions are not at harm. Modify your words in message to suit the
audiences needs while making your message complete. Features of considerate communication
are as follows:
Emphasize on you approach.
Empathize with the audience and exhibit interest in the audience. This will stimulate a positive reaction from the
audience.
Show optimism towards your audience. Emphasize on what is possible rather than what is impossible. Lay
stress on positive words such as jovial, committed, thanks, warm, healthy, help, etc.
Clarity -Clarity implies emphasizing on a specific message or goal at a time, rather than trying
to achieve too much at once. Clarity in communication has following features:
It makes understanding easier.
Complete clarity of thoughts and ideas enhances the meaning of message.
Clear message makes use of exact, appropriate and concrete words.
Concreteness -Concrete communication implies being particular and clear rather than fuzzy
and general. Concreteness strengthens the confidence. Concrete message has following
features:
It is supported with specific facts and figures.
It makes use of words that are clear and that build the reputation.
Concrete messages are not misinterpreted.
 Courtesy -Courtesy in message implies the message should show the senders
expression as well as should respect the receiver. The sender of the message
should be sincerely polite, judicious, reflective and enthusiastic. Courteous
message has following features:
Courtesy implies taking into consideration both viewpoints as well as feelings of the receiver of
the message.
Courteous message is positive and focused at the audience.
It makes use of terms showing respect for the receiver of message.
It is not at all biased.
Correctness -Correctness in communication implies that there are no
grammatical errors in communication. Correct communication has following
features:
The message is exact, correct and well-timed.
If the communication is correct, it boosts up the confidence level.
Correct message has greater impact on the audience/readers.
It checks for the precision and accurateness of facts and figures used in the message.
It makes use of appropriate and correct language in the message.
Awareness of these 7 Cs of communication makes you an effective communicator.
Audience Analysis & Technical
Writing

Audience Analysis is the task to identify your target audience to make

sure that the information provided in the end-user documentation is
suitable for satisfying their information requirements.
 Using the word AUDIENCE we can define few words that can
shed light on our hidden audience:
Analysis Analysis of the product features which are important
from a users viewpoint.Not all features are important for users.
As Paretos 80-20 rule suggests, 80% of the users use only 20%
features of the product.
Understanding What is the audiences knowledge of the
subject? Are theyNovoice, Occasional Users, Transfer Users,
Experts, or Rote Users of the product?
Demographics What is their age, gender, and education
background? Are they Civil Engineers or fresh college graduates?
Interest Why are they reading your document? Do they want to
learn everything about the product or are they interested in
learning only about a small functionality of the product?
 Environment Where will this document be viewed? Is it on the workshop
floor (paper manual) or is it in a lab with electronic display (Online-help)?

Needs What are the audiences needs associated with your document
topic? Do they want context sensitive help or a video tutorial about a
complex operation of the product? Do they need document in their local
language (Pakistani, Japanese, Chinese or German)?

Customization Do customer want paper manual in addition to the digital

copy?

Expectations What does the audience expect to learn from your

document? Do they expect detailed information about the product or do
they only want to get step-by-step instruction to perform a task?