2. PROFESSIONAL STYLE Show 2.1 KEY CONCEPT: Reader-Centred WritingWriting can be conceptualized as writer-centred or reader-centred. Things like diaries and journals are primarily writer-centred, in that they are written for the benefit of the writer. Your schoolwork may also have been somewhat writer-centred, in that often your goal was to “show what you know” and thereby “get a good grade.” Technical communications require that you shift this mindset and write for the benefit of your reader—or design the content and structure of your communication for your “user.” This mindset should be informed by an understanding of your audience. Use these guidelines and ask yourself the following questions:
Getting a clear understanding of your audience is important in communicating effectively. It also enables you to imagine your audience as you write and revise. Keep asking yourself whether what you have said would be clear to your audience. How could you say it better? Choose one of the topics below. Then perform an audience analysis, using the questions above to gain an understanding of the needs of different audiences. Write a profile of your intended reader(s) and consider what sort of information they will need and why?
“Tone” refers to the attitude that a document conveys towards the topic and/or the reader. You have likely read something that sounded angry, or optimistic, or humorous, or cynical, or enthusiastic. These words characterize the tone. Technical communication tends to avoid displaying an obvious emotion, and instead strives for a neutral tone. Tone is created through word choice (diction), word order (syntax), sentence construction, and viewpoint. Consider a piece of academic writing that you may have read. It creates a formal tone through its use of specialized terminology, sophisticated vocabulary, complex sentence structures, and third person voice. This style suits the genre because it is directed at experts and scholars in the field, and seeks to convey complex information densely and objectively, with an emphasis on reason, logic, and evidence. Now consider a piece of business writing that you may have read. The tone may be sightly less formal but not colloquial. The language is direct and plain, and the sentences are shorter and more straightforward. It may make use of the second person (“you”). This style suits business writing because it is directed at colleagues, management, or clients who are seeking information clearly and quickly and who may need to take action on it. Striking the appropriate tone involves understanding your purpose, context, and audience. It also involves an understanding that workplaces are often hierarchical, and that cooperation and teamwork are required. Therefore, it is important to consider how you want your reader to feel, and what may make your reader feel that way. Your goal is to write constructively, which means to use positive phrasing to convey your message to your reader. Table 2.1.1 illustrates the differences between destructive/negative and constructive/positive feelings the reader may experience as a result of the tone used in a document. TABLE 2.1.1 Differences between destructive/negative and constructive/positive
Considering how your reader may feel after reading your document is an important part of revision. Did your tone come across like you hoped it would? Could it be misconstrued? Often this is where peer reviewing can be helpful. Asking a colleague to review your document before sending it off to its intended audience is a common professional practice. Sometimes, you will need to communicate information that is unpleasant, such as delivering bad news or rejecting a request. Communicating constructively is possible—and arguably even more important—in these situations. Regardless of message, how can you ensure you are communicating constructively?
Consider the following perspectives:
A colleague has asked you to review his email before sending. What revisions to content, tone, and style would you suggest? From: Jake Burns Hi Ms. P Say, we may need to increase the budget on this project by $12,000. Sam screwed up when he calculated material costs. Now we don’t have enough budgeted to add the additional G3 servers with the 36GB 15k hot pluggable hard drives. I know you don’t know what all that means, but trust me. WE NEED THOSE SERVER UPGRADES!!! Also, I would like to talk about getting my office moved closer to the rest of the IT department. All the running back and forth is disturbing other employees. I am so far away from everyone that I figure I must need to change deodorant or something. ; ) JB How do you think the following memo will make the recipients feel? How would you revise the following memo to more constructively address the problem? From: Ann Onymous For some time now, smoking has been strictly prohibited within five metres of the Main Building entrance. Do NOT smoke anywhere near the doors! Some of you still insist on smoking and have been doing so inside this area. As a result, the areas near the rear exit and around the picnic tables are constantly littered with smoking-related debris (filter tips, half-smoked cigarettes, empty lighters, etc.), creating an eyesore and making more work for my staff, who have to keep cleaning up this mess. Starting Monday, sand buckets will be provided outside the read doors and in the picnic area. Use them! For further reading, see “Communication in the Workplace: What Can NC State Students Expect?” a study based on the responses of over 1000 professionals from various fields, including engineering, on how important business, technical and scientific communication is to their work. This work is included with permission and is licensed under a Creative Commons Attribution 4.0 International License. Who is the audience for technical writing?In technical writing, your audience is often going to fit into one of the following categories: Executives—Those who are funding the product. Experts—Those who are coming up with ideas about the product. Technicians—Those who are building the product.
What is type of audience in the technical report?For a technical report, the audience may be colleagues, customers, or decision makers. Knowing the audience and what they are expecting to get out of reading the report is of primary consideration when deciding on sections to include and their contents.
What is the audience of a document?They are the group of readers that you want to read your document or you expect will read your document. These are the people you are designing your document for. Your target audience should understand everything you write.
What is a technical audience?The audience of a technical report—or any piece of writing for that matter—is the intended or potential reader or readers. For most technical writers, this is the most important consideration in planning, writing, and reviewing a document.
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