Communication for Information Technology
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Course Introduction
Communication for Information Technology explores the essential concepts and practices of effective communication within the context of the IT industry. The course emphasizes technical writing, documentation, oral presentations, team collaboration, and the use of various communication tools and platforms. Students learn to tailor their message for technical and non-technical audiences, develop clear and concise reports, write user and system documentation, and manage communication in project environments. Special attention is given to cross-cultural communication, digital communication etiquette, and the ethical considerations necessary for professional interactions in the global IT landscape. Through practical assignments and real-world scenarios, students gain the skills necessary to communicate complex technical information with clarity and professionalism.
Recommended Textbook
Technical Communication 11th Edition by Mike Markel
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Chapter 1: Introduction to Technical Communication
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Q1) Which of these activities is NOT essential as you prepare to communicate technical information?
A) listening
B) reading
C) writing
D) speaking
Answer: C
Q2) For what reason do most organizations welcome both positive and negative comments on blog posts?
Answer: Most organizations are willing to accept criticism in return for the opportunity to generate meaningful discussions from which they can learn more about their stakeholders.
Q3) As used in Chapter 1, what does accessibility mean?
Answer: Accessibility refers to the ease with which readers can find the information they seek.
Q4) Why is the ability to prioritize and respond quickly more valuable in the contemporary workplace than ever before?
Answer: This quality is more valuable than ever before because social-media activity occurs unceasingly.
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Chapter 2: Understanding Ethical and Legal Considerations
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Q1) You work for a pharmaceuticals company. During your lunch breaks, you have become acquainted with one of the graphic artists at your company. He has just finished designing a logo for a new product, and the logo is now on your company's website. He mentions that he created the new design by downloading a logo that he found on an automaker's website and changing it a little. Which of the following statements is true?
A) Your company is protected by the fair-use concept because your company and the other company are in different industries.
B) Your company is protected by the work-made-for-hire concept.
C) Your company has probably violated the automaker's trademark.
D) Your company is protected because there is no trademark or registered trademark symbol after the logo on the automaker's website.
Answer: C
Q2) Only professionals with management responsibilities have ethical responsibilities to the environment.
A)True
B)False
Answer: False
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Page 4
Chapter 3: Writing Technical Documents
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Q1) Why should you save proofreading until the end of your project instead of proofreading as you are drafting?
A) Studies show that writers can effectively increase their focus as they approach the end of a long, tiring project.
B) When you are drafting, everything you write is subject to being revised, moved, or even deleted.
C) Proofreading is the most efficient way of working through the writing process.
D) None of the responses are correct.
Answer: B
Q2) Chapter 3 describes the writing process as a series of stages. One stage is drafting. What are two other stages discussed in Chapter 3?
A) planning
B) brainstorming
C) proofreading
D) researching
Answer: A, C
Q3) What are the two major ways to revise a document?
Answer: Studying the draft by yourself and seeking help from others
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Chapter 4: Writing Collaboratively
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Q1) one advantage of collaboration is that it can yield a more coherent document.
A)True
B)False
Q2) Chapter 4 offers several suggestions for conducting efficient meetings. Which of these is NOT a suggestion from the chapter?
A) Be aware of group members' body language and nonverbal communication.
B) Have one team member write down the decisions made at each meeting.
C) Avoid a formal schedule and make sure each team member gets to say whatever is on his or her mind.
D) Summarize the major decisions and assign tasks to finish before the next meeting.
Q3) Employees rarely use social media and personal electronics to complete work tasks. A)True
B)False
Q4) Chapter 4 contains examples of three forms that collaborative teams can use to help ensure that the team's efforts will be successful. List the forms.
Q5) What is one of the advantages of collaboration mentioned in Chapter 4?
Q6) What is one of the disadvantages of collaboration mentioned in Chapter 4?
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Page 6
Chapter 5: Analyzing Your Audience and Purpose
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Q1) You are writing a report about new regulations that affect your company. Your primary audience of company executives is very busy and will read your report quickly, but secondary- and tertiary-audience members are likely to read more slowly and carefully. Which of the following options is most appropriate for your situation?
A) Include detailed footnotes on each page.
B) To save time, omit the executive summary and put more details in the body of your report.
C) Follow the patterns of writing that were successful for you in college English and history classes.
D) Break your report into modules and put highly detailed information in an appendix.
Q2) The point of learning about your audience is to use that information to tailor a document to fit the audience's needs.
A)True B)False
Q3) What mistake did McDonald's make when it printed takeout bags decorated with flags from around the world?
Q4) Chapter 5 describes three categories of audience. What are they?
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Chapter 6: Researching Your Subject
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Q1) What is the function of an RSS feed?
Q2) Print is a common medium for publishing information. Chapter 6 identifies four other publishing media. What are two other media listed in the chapter?
A) microfilm
B) microfiche
C) websites
D) social media
Q3) Which source reflects the highest degree of authority on the subject of shale-oil deposits in North America?
A) an article in an encyclopedia
B) an article in a national newspaper
C) an article in a journal for geological research
D) an article in a journal on public policy
Q4) Print is a typical medium for publishing information. However, Chapter 6 identifies three other media. List them.
Q5) Chapter 6 lists five characteristics to consider when evaluating print and online sources. Name two of them.
Q6) What is the difference between secondary research and primary research?
Q7) What kind of information is found in a periodical index?
Page 8
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Chapter 7: Organizing Your Information
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Q1) You are writing a guide to help chemistry majors plan their class schedules. Which pattern of classification would be best for discussing the classes students must take?
A) difficult classes, slightly difficult classes, and easy classes
B) chemistry classes and other classes
C) morning classes, afternoon classes, and evening classes
D) general education classes, required chemistry classes, elective science classes, and general elective classes
Q2) Of the options listed below, which is the most effective way to organize a document explaining which of three different trucks your company ought to buy for its fleet?
A) classification
B) comparison and contrast
C) spatial
D) chronological
Q3) The first step in comparing and contrasting two or more items is to determine the criteria: the standards or needs you will use in studying the items.
A)True
B)False
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Chapter 8: Communicating Persuasively
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Q1) Which are the four categories of evidence to which people usually respond favorably?
A) numerical data, examples, commonsense arguments, and celebrity testimony
B) expert testimony, ideologies, numerical data, and commonsense arguments
C) examples, commonsense arguments, numerical data, and expert testimony
D) verbal data, numerical data, expert testimony, and implications
Q2) Ethical constraints arise from applicable laws on labor practices, environmental issues, fair trade, consumer rights, and so forth.
A)True
B)False
Q3) Chapter 8 discusses the three elements of an argument. One is the claim. What are the other two?
Q4) An argument using an appeal to pity is focused on what element?
A) logic
B) emotion
C) memory
D) the speaker or writer
Q5) What type of argument states that a claim is valid because many people think it is or act as if it is?
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Chapter 9: Emphasizing Important Information
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Q1) What kind of transition would be most helpful to readers of these two sentences? "Mr. Polk accomplished each objective he had for his term of office. He did not seek a second term."
A) comparison
B) addition
C) illustration
D) cause-effect
Q2) What kind of transitional words are for example, for instance, and in other words?
A) illustration words
B) addition words
C) contrast words
D) summary words
Q3) Therefore, furthermore, consequently, and next are all examples of what category of words?
Q4) Where should you place a transitional word or phrase?
Q5) using Styles to design your headings can help you enhance the coherence of your document.
A)True
B)False
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Chapter 10: Writing Correct and Effective Sentences
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Q1) Identify one of the four strategies listed in Chapter 10 for avoiding ambiguous pronoun references.
Q2) Which of the following is a run-on sentence?
A) The adventurer walked for days and days, for weeks on end, for what seemed like an eternity; he found himself in a state of perpetual exhaustion.
B) He is a little bit sour, she is a little bit sweet, and I am a little bit stale.
C) I left the room when he yelled at me.
D) Vote for Pedro he will represent you well.
Q3) What is Simplified English?
Q4) A euphemism is a bit of shoptalk, a word or phrase that has a precise meaning to members of a particular group, organization, profession, or occupation but may have little meaning for people outside that group.
A)True
B)False
Q5) Nominalized verbs help you communicate clearly and concisely.
A)True
B)False
Q6) Which type of modifier lacks an antecedent?
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Chapter 11: Designing Print and Online Documents
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Q1) margins serve four main purposes within a document. Identify two.
Q2) A writer for a company headquartered in Texas is designing a 100-page report, the text of which will be single-spaced to reduce printing costs. If she wants the report to be as easy to read as possible, which of the following should the writer NOT do?
A) Place the top-level headings along the left margin and indent each subsequent level by several spaces.
B) Use full justification.
C) Use a heading at each significant change of topic.
D) Use chunking to separate paragraphs.
Q3) A page grid is a drawing, or map, in which areas of white space and text in a document are arranged clearly and consistently.
A)True
B)False
Q4) What is chunking?
Q5) What is the design term for a straight line on a page or screen?
Q6) Chapter 11 lists three kinds of physical impairments that may prevent someone from fully using your site. One is hearing impairment. What is another?
Q7) In typography, what is leading?
Page 13
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Chapter 12: Creating Graphics
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Q1) Which of the following is structured to emphasize the person or group with responsibility for certain tasks?
A) deployment flowchart
B) deployment organization chart
C) logic tree
D) diagram
Q2) In a table, the stub is the right-hand column.
A)True
B)False
Q3) Chapter 12 suggests that you consider four factors when planning a graphic. One is audience. Name two other factors you should consider.
Q4) Saving space is not an ideal reason for cropping a photo to be used in technical communication. What is a better reason?
Q5) Which type of graphic does NOT use metaphor to convey information?
A) flowchart
B) photograph
C) diagram
D) organization chart
Q6) what is the most important characteristic of an infographic?
Page 14
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Chapter 13: Reviewing, Evaluating, and Testing Documents and Web Sites
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Q1) The three phases of usability testing are revising, editing, and proofreading.
A)True
B)False
Q2) Which word best summarizes the role of a test administrator relative to a participant in a usability test?
A) teacher
B) director
C) facilitator
D) contributor
Q3) One factor affecting your decision about whether to review, evaluate, or test a document is that document's relative importance. What are two other factors?
A) subjective satisfaction
B) time
C) money
D) whether the document or website is written in English
Q4) In performing usability testing, why is it a bad idea to use your own company's employees as test participants?
Q5) Usability refers to five aspects of a person's use of an item. What are two of these factors?
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Chapter 14: Writing Correspondence
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Q1) What does it mean to "link generously" when posting to a microblog at work?
A) Post links to websites and articles that are relevant to a subject you are discussing online.
B) Post links to as many online articles about your company as possible.
C) Post links for opportunities to give to charities.
D) Post links to a competitor's website after each link to your own company's information.
Q2) In a bad-news adjustment letter, there is no sense trying to salvage goodwill; the reader is so angry that he or she will never do business with you again.
A)True
B)False
Q3) Which of the following can be an unintended consequence of posting an informal social-media message?
A) trading multiple public insults after starting an online "flame war"
B) embarrassing the company
C) making a hasty, bold statement about your company that later turns out to be untrue
D) All responses are correct.
Q4) Provide an example of a salutation.
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Chapter 15: Writing Job-Application Materials
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Q1) If you write your own résumé instead of paying someone else to do it, you will be more likely to adapt the résumé to different situations.
A)True B)False
Q2) Chapter 15 lists four ways to look for a job. One is through a job board on the Internet. Name two of the other ways to look for a job.
Q3) Which of the following statements is true about applying for jobs outside the United States?
A) Information disclosed in job applications is standard and universal around the world. B) You might have to include information about your marital status.
C) With the prevalence of the Internet, the job-application process is standard around the world.
D) None of the responses are correct.
Q4) What are the four parts of the body of a job-application letter?
Q5) what are the four main steps in planning a job search?
Q6) If you are rejected for a position, you should not write back to the employer.
A)True B)False
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Chapter 16: Writing Proposals
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Q1) Which type of graphic commonly used to portray task schedules communicates interdependence between various activities?
Q2) which of these is NOT a subject of a goods and services proposal?
A) offering to provide 150 computers to a state agency
B) offering to install new landscaping around a government building
C) asking for resources to study how a new pesticide affects lettuce and cabbage crops
D) asking for a contract to provide cleaning and janitorial services to a government building for one year
Q3) A task schedule is almost always drawn in one of three graphical formats: table, bar chart, or network diagram.
A)True
B)False
Q4) Proposals have two kinds of deliverables. What are they?
Q5) What do the initials RFP stand for?
Q6) A solicited proposal is one that you send to a customer who has not requested it.
A)True
B)False
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Chapter 17: Writing Informational Reports
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Q1) How can you ensure that readers can easily find any appendixes you create for a report?
Q2) A directive should include the reasoning behind a new policy or procedure so that readers will be persuaded that the new policy or procedure is desirable or at least necessary.
A)True
B)False
Q3) In writing a set of meeting minutes, you should interpret the events of the meeting for your readers.
A)True
B)False
Q4) It is not appropriate to add appendixes to informational reports.
A)True
B)False
Q5) A field report explains a problem, methods, results, and conclusions, but it deemphasizes the methods and can include recommendations.
A)True
B)False
Q6) what is the primary purpose of a field report?
Page 19
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Chapter 18: Writing Recommendation Reports
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Q1) The introduction to a recommendation report should never mention your recommendations; only the recommendations section should inform the reader of your recommendations.
A)True
B)False
Q2) the methods section of a recommendation report answers the question "What equipment did you use in conducting this investigation?"
A)True
B)False
Q3) Which of these is an example of documentation in a report?
A) a citation for an article that gave you information for the report
B) a title for a table you created
C) a list of symbols you use throughout the report
D) an appendix
Q4) the conclusions section of a typical recommendation report provides a summary of the report.
A)True
B)False
Q5) What fundamental question does the methods section of a recommendation report answer?
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Chapter 19: Writing Lab Reports
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Q1) Although a lab report is organized as a single cohesive argument, most readers probably will not read it in a linear fashion, from start to finish.
A)True
B)False
Q2) Which part of a lab report or a scientific report might be distributed more widely than the report itself?
A) the introduction
B) the discussion
C) the abstract
D) the acknowledgments
Q3) Scientific research does not entail persuasive writing; providing the facts from an experiment is sufficient.
A)True
B)False
Q4) Why do scientists have a strong tradition of using the passive voice in lab reports?
Q5) In the context of a lab report, what does replicability mean?
Q6) What are author guidelines?
Q7) Ideally, what will the title and abstract of a report help readers do?
Page 21
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Chapter 20: Writing Definitions, Descriptions, and Instructions
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Q1) many companies are uneasy about using instructional videos and rely on printed documentation instead.
A)True
B)False
Q2) To minimize product-liability lawsuits in the event of improper use of Phillips lawn mowers, which of the following instructions should the lead technical writer at Phillips, Inc. NOT give to the company's manual?
A) Repeat safety information if you think that the repetition will increase the probability of its being read.
B) If our company does not have an appropriate safety symbol, create your own text symbol through the use of highlighting, larger point size, and a text box.
C) For ease of use, place all safety information in the Introduction so that users can read through all of it at once before using the product. Then, in the instruction steps, merely cross-reference to the Introduction.
D) Do not choose safety labels arbitrarily.
Q3) In what way is the definition "Booting a computer is when you turn it on" flawed?
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Chapter 21: Making Oral Presentations
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Q1) Chapter 21 describes four types of oral presentations, including impromptu presentations. What are the other three?
A) contemporaneous presentations
B) extemporaneous presentations
C) scripted presentations
D) prescriptive presentations
E) memorized presentations
Q2) Chapter 21 describes four types of oral presentations, including impromptu presentations. What are two of the other three?
Q3) memorable language brings to mind things that people can see, touch, or easily imagine.
A)True
B)False
Q4) there are four techniques for concluding a presentation. One is to look to the future. What is one other?
Q5) One technique a presenter can use to make his or her language more memorable is to involve the audience.
A)True
B)False
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