Chapters 1 and 2: Introduction to Technical Communication and Problem Solving in the Workplace
Technical writing, first and foremost, is designed to be understandable. While poetry, short stories, novels and many other types of writing are meant to entertain, technical writing's purpose is to enable, through understanding, the reader's ability to use the material. There is no other type of writing more valuable than technical writing for communicating ones' thoughts, ideas, etc. to an audience.
In workplace writing situations, people in every occupation will be called upon by management to convey information. Even with occupations demanding more specialties, information must still be given and received. In virtually every field, management actively seeks employees who have a good grasp of writing skills. The writer may be writing independently or in collaboration with other workers. Whether one is writing informational handouts, or directions, for patients, or writing bids and proposals to obtain construction work, the writing MUST convey the necessary information to the specific recipient. If it does not, a patient could suffer and sue, or business could be lost. Ultimately, the responsibility for ensuring audience comprehension of the information lies with the writer. What the writer must keep foremost in his/her mind is that information may need to be shared with audiences of varying experience and interest.
The technical writer must convey the information, to specific audiences, as efficiently as possible. In studies done by Pitney-Bowes, one of the world's largest office retailers, the average worker is interrupted by the need for information, or to receive information, at least 90 times per day! Although the glut of information received and dispensed electronically and through other media is increasing daily, only humans can give it meaning. And if the writer of the information has not considered his/her audience, that can often become an impossible task.
With those kinds of interruptions, workers are struggling to still perform their work while receiving and sending pertinent company information. These workers have no time to read, or write, lengthy, overly descriptive, unorganized, and confusing missives. The documents and information they send and receive must, therefore, be user friendly and concisely efficient.
In addition, since manufacturing, research, and business has global applications, the technical writer must be aware of not only a local, regional, and national audience but also a world wide one. Specific cultural considerations of a world wide audience also have to be examined in writing for a specific audience.
The very first step in technical communication in a workplace situation begins with thinking and organizing one's work before actually writing. Both creative thinking, recognition and development of ideas, and critical thinking, analysis and proof of one's ideas, are crucial in workplace writing. The writer/communicator becomes, therefore, a problem solver in the work place. The first problem to be solved is the information problem. The writer must pose the question to him/herself, "Can I provide accurate and useful information?" The writer must represent the company with total accuracy and must give users of the information exactly what they need; otherwise, the company, or receiver of the information will suffer, or possibly, both !
Next, the writer must face the persuasion factor. "Can I persuade people to see things my way?" is the next question asked. Views must be balanced and reasonable, of course, but ultimately, the writer will want audience approval of the information submitted. How to best accomplish that with a given audience in the writer's dilemma.
Third, the writer must ask his/herself if the information represents
truth, accuracy, and fairness. What consequences, bad and good,
could arise from presentation of the information? Being aware of
those
consequences can help the writer incorporate all the material in
a fair fashion, even though persuasion
may lead an audience to a particular conclusion.
Finally, the writer must be aware of global considerations in regards
to culture. Often working collaboratively with unseen, unknown co-workers,
this is an important consideration. Since writing is a process,
that process may frequently involve others. Maintaining a good working
relationship with collaborators, as well as focusing on a
world wide audience, is an issue that must be considered before
the process begins.
Writing technical documents for the workplace does involve preplanning.
By considering and implementing the
ideas above, the writing process itself will be easier, and
the document produced will be more insightful and relevant to the user.
Everyone benefits from these considerations--the writer, management/company,
and most importantly, the audience.
Summary of Key Points 
Patricia A. Hutchins