CPTC exam prep Flashcards
What are the 3 components of strategic planning?
Setting objectives (top-rank and secondary objectives) Creating a task list (use concept mapping) Developing a timeline
List, in order, the steps in the writing process.
1 - Researching and planning
- research topic
- define purpose
- develop reader profile
- tap into creative side
- devise strategic plan
2 - Organizing and drafting (choose genre)
3 - Improving style: plain or persuasive
4 - Designing the document: how to highlight need to know info
5 - Revising and editing: see the 4 levels of editing
6 - Finished document (not always listed as a stage of the writing process)
What are the core competencies covered in the CPTC exam?
1 - Project Planning 2 - Project Analysis 3 - Content Development 4 - Organizational Design 5 - Written Communication 6 - Visual Communication 7 - Reviewing and Editing 8 - Content Management 9 - Production and Delivery
5 W’s
Who was involved? What happened? Where did it happen? When did it happen? Why did it happen? How did it happen?
What are the elements of the project mission and objectives (aka rhetorical situation)
1 - Subject: the scope
2 - Purpose (mission statement): end results? who will be evaluating?
3 - Readers: what are their needs, values, attitudes?
4 - Context: what physical, mobile, economic, ethical and political contexts will influence readers?
What is a progress report?
Written to inform management about the progress or status of a project. These reports are written at regular intervals – weekly, biweekly, or monthly – to update management on what has happened since the last progress report. Usually includes summary of c
What is a white paper or briefing?
White papers and briefings are used to educate management or clients about an important issue. Straightforward and impartial, usually includes summary of facts, importance of facts, forecast of future importance of facts
What is an incident report?
Incident reports describe an event, usually an accident or irregular occurrence, and they identify what corrective actions have been taken. Usually include summary of what happened, why it happened, how it was handled, how the problem will be avoided in future
What is a laboratory report?
Laboratory reports are written to describe experiments, tests, or inspections. They emphasize facts. They describe the experiment (method), present the results, and discuss the results.
What is a writer-centered analysis?
Identifies the various people who may be interested in the document: primary readers, secondary readers, tertiary readers, and gatekeepers.
What is a reader-centered analysis?
Identifies your readers’ needs, values, and attitudes.
Readers are ________ of information.
Raiders
Explain the 4 types of readers?
Primary: ACTION takers. Make decisions based on your info (consumer buying a car)
Secondary: ADVISORS that can give advice or influence decision makers (car sales person)
Tertiary: EVALUATORS who have an interest in the document content, make judgements (consumer goods review magazine)
Gatekeepers: SUPERVISORS who sign off (usually your direct manager)
What are the different contexts in which your readers might experience your document?
Physical context: the physical location your readers will experience the document (eg at a desk? on a remote job site?)
Mobile context: refers to readers accessing/reading the document on a mobile divide of any kind (tablet, phone etc) and how the document works in that context
Economic context: economic issues/contexts that will influence your readers’ decisions - will accepting your ideas alter their financial situation at all?
Ethical context: how will your doc affect the rights, values, and well-being of the reader? Does your document involve any social or environmental issues that your reader might value/that might affect your reader’s situation?
Political context: political forces that influence the reader experience (only in version 5, not included in version 6).
What are strategies for global communication?
Listen carefully Be Polite Research the target culture Avoid humor Talk to your colleagues
What are the different technical communication genres?
Letters, emails, memos Technical descriptions and specifications Instructions and documentation Proposals Activity/brief reports formal reports
Explain the difference between letters, emails, and memos.
Letters are formal communication, usually to people outside the company, written by someone acting as a representative of the company ( used to make requests or inquiries, accept or refuse claims, etc)
Emails are informal (can sometimes be formal though). Used for day to day communications with customers and colleagues.
Memos are formal, used for people inside the company, used to convey decisions, meeting agendas, policies, internal reports, and short proposals. When a message is too important or proprietary for e-mail, most people will send a memo instead.
What is the difference between a technical description and a technical specification?
Specifications: used to describe a product in great detail, providing exact information about features, dimensions, power requirements, etc.
Description: used by manufacturers to describe their products for patents, quality control, and sales. Establish a standard and exact set of requirements for a product or service.
In technical instructions and documentation, what is the difference between instructions and procedures/protocols?
Instructions: describe how to perform a specific task. They typically describe how to assemble a product or do something step-by-step.
Procedures/protocols: ensure consistency and quality in a workplace. For example, in hospitals, doctors and nurses might write procedures that describe how to handle emergency situations or treat a specific injury or illness. Scientists use protocols to ensure consistent methods in the laboratory.
What is a proposal? What are the different types of proposals?
Presents an idea or plan, contains description of the current situation, project plan, qualifications, and costs and benefits. Use both plain and persuasive style. They are legal docs (if agreed to, usually legally binding)
Internal/external proposal: internal for within a company; external for offerings to clients outside the company
Solicited/unsolicited: solicited is requested, like RFP; unsolicited is not requested, often used as a sales tool
Grant proposal: written by researchers and nonprofit organizations to obtain funding for their projects.
What is an activity/brief report? What are the different types?
Used to to objectively inform readers about (1) what happened, (2) what is happening, and (3) what will happen in the near future.
Progress reports
White papers and briefings
Laboratory reports
Incident reports
What is a formal report? What are the different types?
Typically describes a research methodology, presents results, discusses those results, and makes recommendations.
Research report Scientific reports Completion reports Recommendation reports Feasibility reports
What is the difference between primary and secondary research?
Primary source: Evidence collected from observations, experiments, survey, interviews, ethnographies, and testing
Secondary sources: Evidence drawn from academic journals, magazine articles, books, websites, research databases, DVDs, CDs, and reference materials.
What are the steps of the research process?
Define your research subject.
Formulate a research question or hypothesis.
Develop a research methodology.
Collect evidence through print, electronic, and empirical sources.
Triangulate your sources.
Take careful notes.
Appraise your evidence.
Revise, accept, or abandon your hypothesis.
What are the three types of evidence solid research draws upon?
Electronic, empirical, print
What is a concept map used for?
Brainstorming, forming logical relationships, build ideas, show where research is needed, shows the boundaries of a subject
What source is valuable for comparing/checking your sources?
Literature review
Explain the concept of triangulating your sources.
You need at least three different types of evidence (all three parts of the research triangle). Best to have electronic, empirical, print
What are the 6 opening moves of an introduction?
Move 1: Define Your Subject Move 2: State Your Purpose Move 3: State Your Main Point Move 4: Stress the Importance of the Subject Move 5: Provide Background Information Move 6: Forecast the content
** can be done in any order
Name the different patterns of arrangement
Cause and effect
Comparison and contrast
Better and worse (eg advantages vs disadvantages)
Costs and benefits
If…then (eg “If you believe in X, then you should do Y”) suggests no middle ground – use sparingly
Chronological order
Problem/needs/solution
Example
Note: different patterns of arrangement can be applied to different parts of a doc
What are the five closing moves in a conclusion?
Move 1: Make an obvious transition - signal to the reader that you are summarizing final points
Move 2: Restate your main point - to drive facts home
Move 3: Re-emphasize the importance of the subject
Move 4: Look to the future - the reader should leave the content on a positive note
Move 5: Say “Thank you” and offer contact information
What are the 8 guidelines for writing in plain sentences?
Eliminate nominalizations.
Eliminate prepositional phrases.
Eliminate redundancy in sentences
Sentences should be ‘breathing’ length.
Use active voice (‘doer’ in the beginning of the sentence)
Make the subject what the sentence is about
Put the subject of the sentence early in the sentence
What are the 4 types of sentences in a paragraph?
Transition sentences: make a smooth bridge from the previous paragraph to the present paragraph
Topic sentences: claim or statement that the rest of the paragraph is going to prove or support. Usually upfront, at the TOP of the paragraph
Support sentences: The bulk of any paragraph is typically made up of support sentences. These sentences contain examples, reasoning, facts, data, anecdotes, definitions, and descriptions
Point sentences: REstate the paragraph’s main point toward the end of the paragraph (therefore, consequently, in sum).
What is it called when each sentences contains something the reader knows and something they don’t know.
The given/new method
What are the 4 techniques of persuasive writing?
Elevate the tone
Use similes and analogies
Use metaphor
Change the pace
What is a node page on a website?
Node pages divide a website’s content into larger topic areas. They are typically linked to the homepage.
For example, a university’s home page will have links that go to node pages like Colleges and Departments, Libraries, Students, and Faculty and Staff. These are all nodes in the website.
What are the basic types of pages on a website?
Homepage Node pages Pages Navigation pages Splash pages (only in V5 of book)
What are the 5 principles of Design?
Balance Alignment Grouping Consistency Contrast
Describe what it means for a document to be balanced.
Design features must offset each other to create a feeling of stability. Unbalanced = tension. Symmetry is not required but the top/bottom/sides should “weigh” the same. TIP: use page grid to keep things balanced.
In design, what is alignment? What are some strategies for alignment?
Images and words on the page should be aligned to show the document’s structure or hierarchy, create relationships among items.
Align items vertically to show different levels of info in a document
Align items horizontally to connect them visually/make them a unit
Use margins, indentation, lists, headings, and graphics to create two or three levels in the text.
Only use centering for titles = creates alignment issues otherwise
What is grouping?
(we know this concept as chunking) Related images and words should be placed near each other on the page.
Divide the content into scannable blocks
Items placed near each other are seen as a unit (eg, image + caption)
Also referred to as “using white space” to frame items on a page. There is white space in margins, around lists, etc.
Use headings to group info. Headings = access points.
In design, why is consistency important? What are some strategies for achieving consistency?
Design features in the document should be used consistently, so the document looks uniform. This creates a sense of order, predictability, reduces clutter
Strategies:
Headings should be predictable
Pages should follow the same grid
Use design elements like font, list formatting, headers/footers, consistently
In design, what is contrast? What are some things you should be aware of when using contrast?
Items in the document that are different should look significantly different/distinct, makes them stand out.
Use contrast carefully, as too many contrasting elements can create clutter
Colour, shading, background images are good ways to add contrast, but use sparingly
Make sure the text and background contrast enough to make text readable
What is a culturally deep document?
A document created primarily for a target culture, uses their language, symbols, and conventions, reflects their preferences and expectations. Must be designed with the help of a designer/consultants who are familiar with the culture.
What is a culturally shallow document?
usually follows western conventions, but adjusts some elements to reflect the preferences/expectations of other cultures, avoids cultural taboos. Best for docs that need to cater to a variety of cultures = most common.
What are some things to be cognizant of when creating a culturally shallow document?
Use of colour: different colours have different meanings across cultures (eg red = anger in Japan but happiness in China and death in Egypt). See fig. 17.19
Use of people: avoid big smiles, very emotional expressions, suggestive behaviour, flashy clothing, interactions between men/women that send mixed signals (eg in Islamic culture, limit images of people - usually only used when needed, such as for ID)
Use of symbols: symbols have different meanings across cultures (eg OK hand signal is positive in North America, offensive in other cultures - same with crescents, crosses, white flowers). Better to use simple shapes.
Direction of reading: if the direction of reading for a culture is right to left, design elements like weight and balance need to be adjusted.
What are the 4 basic guidelines for using images in your documents?
Tell a simple story: readers should be able to quickly figure out what the graphic says, should present info in a concise way (applies to graphs or images).
Reinforce (not replace) the text: written text should tell readers the story that the graphic is trying to illustrate.
Be Ethical: graphics should not be used to hide information, distort facts, or exaggerate trends (graphs could skew data, photos could be digitally altered).
Be labeled and placed properly: graphics should be placed and labeled in a way that allows readers to easily move between text and graphic.
In design, some items “weigh” more than others. Give some examples of elements that weigh more than others.
Right > left Top > bottom Big > small Pictures > written text Graphics > written text Colour > black and white Items with borders > items without borders Irregular shapes > regular shapes Motion > static items
If I want to show a trend, what type of chart should I use?
A line graph because it shows how quantity rises and falls (usually over time)
What kind of graph shows comparisons among 2 or more quantities (different or same items) over time?
A bar chart
Why is a table a good way to present data?
It displays data in an organized, easy to access way so readers can analyze and compare
What type of chart should you avoid using and why?
A pie chart. They take up too much space in a grid page layout
(They are used to show how a whole is divided into parts)
I need to show how things, people, or steps are linked together. What is the best type of chart to use?
A flowchart
What is a Gannt chart used for?
A Gannt chart shows a project schedule and highlights the phases of the work, milestones, etc. Shows how a project will meet its goals over a specific timeline.
Icons and clipart should be used as often as possible. True or false?
False. Use them sparingly.
What are the advantages and disadvantages of doing a presentation with a digital projector and computer?
Advantages: usually available, easy to use, allow you to create attractive, colourful presentations (in PPT or other program).
Disadvantages: slides dominate the room, resulting in your audience potentially not listening attentively; also requires dimmed lights, which could make audience sleepy.
You are presenting to a group of 5 people. What is the best presentation technology and why?
Flipcharts are the best option because they are physically close to the audience.
What are the advantages and disadvantages of doing a presentation using an overhead projector/slides (old school)?
Advantage: commonly available, more reliable than digital projectors, you can use transparencies and mark them up with a marker, which feels interactive.
Disadvantage: static and lifeless, colours/graphics not as sharp as digital.
What are the advantages and disadvantages of doing a presentation using whiteboard, chalkboard, or large notepad?
Advantage: you can create graphics on the fly, feels interactive.
Disadvantage: you need to think on your feet.
Why are handouts effective in a presentation? What makes them problematic?
Handouts can help reinforce a point, present data that doesn’t lend well to a projector presentation (eg complex chart). They can also have space for note taking.
However, they can be distracting (audience reads instead of listening).
Why would posters be a good presentation method? What are some disadvantages?
Advantage: everything covered is visually on the poster and available for the audience to see.
Disadvantage is that it doesn’t work with large groups or a space with too much distance.
You are presenting to a group of 15 people. Name 3 effective presentation technologies.
Digital projector with a computer
Overhead projector with slides or transparencies
Whiteboard/chalkboard
What is the maximum number of topics a presentation should have?
5 - people don’t usually retain any more than that
What is the basic pattern for a presentation?
Introduction (tell them what you’re going to tell them)
Topic 1, 2, 3…. (tell them) (max 5 topics)
Conclusion (tell them what you told them)
Answering questions
Name a few elements that make a presentation slide ineffective.
Poor use of images Font too small Complex or indecipherable graphics, charts, tables Unbalanced design Too much content
What is the difference between a status report and a progress report?
Status report: an update on your activities
Progress report: an update on the status of a project
What are the 4 levels of editing? What is the focus of each?
Revising: Revises the document as a whole, often called “global editing.” Focus is subject, purpose, readers, and context of use. (do this when there is plenty of time left)
Substantive editing: focus on content, organization, document design. (do this when there is adequate time left)
Copyediting: focus on revising the style for clarity, persuasion, and consistency, especially at the sentence and paragraph levels. (do this when there is some time left)
Proofreading: focus on grammatical mistakes, misspellings, and usage problems. (do this when there is little time left)
**revising and editing are forms of quality control.
If you have very little time left before a document is due, what kind of editing should you choose?
Proofreading
If you have plenty of time left before a document is due, what kind of editing can you do?
Revising/global editing
Ideally, you would always conduct all 4 levels of editing on your document. Unfortunately, that is not always possible. What factors should you consider when deciding what kind of editing to do?
how much time you have
the quality needed
What is document cycling?
Peer reviews
What are the 4 goals of usability testing? What are the types of usability testing associated with each goal?
Can they find it? Read-and-locate tests are used to determine whether users can locate important parts of the document and how quickly they can do so. Often, the users are videotaped and timed while they are using the document.
Can they understand it? Understandability tests are used to determine if the users retain important concepts and remember key terms. Users are often asked to summarize parts of the document or to define concepts.
Can they do it? Performance tests are used to determine whether users can perform the actions the document describes. These tests are often used with instructions and procedures. Also determines attitude - are the readers frustrated?
Is it safe? Safety tests are used to study whether the activities described in the document, especially in instructions or user’s manuals, are safe. These tests carefully watch for possible safety problems by having sample readers use the product documentation.
What should you keep in mind when writing and editing global (or transcultural) documents?
Use short, direct sentences that follow subject, verb, object order. Use positive sentences, and minimize negative sentences. Use a limited set of words. Avoid humor or jokes. Minimize jargon and slang. Avoid obvious metaphors. Check slogans. Check product names.
What are the 5 strategies for virtually with your team?
1 - Stick to the work plan: - mission - objectives and measurable outcomes - spell out each stage and task in the project - specify who is responsible for each task - lay out project calendar 2 - Communicate regularly 3 - Hold tele and video conferences 4 - Build trust and respect 5 - Keep regular hours
What are Tuckman’s stages of teaming?
Forming
Storming
Norming
Performing
What happens in the Forming stage of the teaming process?
This is the strategic planning phase:
Define project mission and objectives. Identify project outcomes. Define team member responsibilities. Create a project calendar. Write out a work plan. Agree on how conflicts will be resolved
What happens in the Storming stage of the teaming process?
Managing tension and conflict, negotiating, adapting and compromising phase:
Running effective meetings
Mediating conflicts
Firing a team member
What happens in the Norming stage of the teaming process?
Phase where everyone settles on roles and responsibilities; builds unity and trust
Revising objectives and outcomes
Redefining team roles and redistributing workload
Going mobile and virtual
What stage is a team in when they achieve a level of comfort with projects and roles, are positioned to improve quality, develop quality feedback loops, measure against metrics, and conduct team performance reviews?
The Performing stage
What are the 4 possible roles of a technical writing team?
Coordinator
Researcher
Editor
Designer
On a website, how deep should navigation go?
Maximum of 3 links for most important information
Maximum of 5 links of 80% information
Maximum of 7 links for all information
What are the different types of workplace websites?
Social networks: The three types include content-based (FB, Google+, Twitter, LinkedIn), image-based (Instagram, Pinterest, Snapchat), and video-based (Snapchat, Vine, Viddy, Montaj). Wikis Blogs Microblogs (mostly Twitter) Videos Podcasts
What are some techniques for generating ideas?
Logical mapping/concept mapping - Visual way to generate ideas and discover logical relationships. Start by jotting down words and drawing circles around them. Then mention phrases, words, etc. which are relevant and draw lines btw everything to establish connections.
Brainstorming or listing - Start out by listing all that you know about the topic. Circle/bold your 2-3 best ideas from the list, make a second list which focuses on just those 2-3 ideas. Keep narrowing to get deep into the subject.
Freewriting - Just keep typing for 5-10 minutes, identify common ideas/terms/subjects which appear most in what you wrote, and focus on that.
Outlining/boxing - Outline mode or Document map mode
Journalist’s questions - the five Ws and How
What is the difference between project outcomes and project deliverables?
Outcomes - Visible, measurable results of the team’s efforts.
Deliverables - Real products or services that you will deliver to the customer or client during the project and after it is completed. Something physical which supports a project outcome.
What are the patterns for a letter, memo or email?
Header Greeting or Salutation Introduction Body Conclusion Signature
Patterns of organization of Technical Descriptions and Specifications?
Title Introduction Body paragraphs Graphics Conclusion
Patterns of organization of Instructions & Documentation?
Title Introduction List of parts and supplies Safety information Steps Graphics Conclusion
Patterns of organization of proposals?
Front matter Introduction Description of current situation Project plan Graphics (can be anywhere) Qualifications Summary of costs and benefits Conclusion Budget
Patterns of organization of activity/brief reports?
Introduction Summary of activities Results of activities Future activities Expenses Conclusion
Pattern of organization for analytical and formal reports?
Introduction Methodology Results Discussion (IMRaD)
What is the difference between a research question and a hypothesis?
Research question guides your empirical or analytical research.
Hypothesis is your best guess at an answer to the research question.
What is a patent?
Inventors of machines, processes, products, and other items can protect their inventions by obtaining these. Once obtained, the inventor is protected against others’ use of his or her ideas to create new products.
What does this describe? “According to the law, books, music, info, images, and other artistic works or materials are owned by the people who wrote or produced them. If others want to use or duplicate it, they must ask permission and possibly pay.”
Copyright Law
What is a trademark? How do you know something is trademarked? How do you know if that trademark is registered?
People or companies can claim a symbol, word, or phrase as their property by obtaining this. Trademark uses the ™ symbol. Registered trademark uses the ® symbol.
What about the modern world is straining the concept of copyright law?
The internet, digital world = easy duplication
How do you copyright your work? How do you indicate that it is copyrighted?
Typically, a work is copyrighted as soon as it exists in written form. If you want, you can add the copyright symbol “©” to your work to signal that it is copyrighted. The copyright symbol, however, is no longer necessary to protect a work.
What are the types of letters, emails, memos?
Inquiries Responses Transmittals Claims/complaints Adjustments Refusals
What kind of correspondence has no greeting and no closing or signature?
A memo
Technical descriptions and specifications often need to conform to accepted international standards. What are the names of the 2 sets of standards? Who manages these standards?
ISO 9000 (for quality management systems) ISO 14000 (for environmental management systems)
Managed by International Organization for Standardization (ISO)
In technical descriptions/specs, what are 3 ways to partition your subject?
By features, by functions, by stages in its process (you can use logic mapping to help with this process)
What is included in a sentence definition? In an extended definition?
Sentence def includes the term, the category it belongs to, and the distinguishing features. An extended def includes these + additional information about etymology, examples, etc.
In proposal writing, what should you touch on when describing the current situation?
The PROBLEM
The CAUSES of the problem
The EFFECTS if nothing is done
What kind of report presents the findings of a study, stresses the causes and effects of problems or trends, and shows how events in the past caused or brought about the current situation?
Research reports (which is a type of formal report)
What kind of report is written when empirical research is completed?
Scientific reports (which is a type of formal report)
They define the hypothesis, describe research methods, present results, discuss results, and draw conclusions.
When a project is concluded, what kind of report is written to report outcomes to management?
Completion report (type of formal report)
What kind of report is this?
“Used to make suggestions about the best course of action. These reports are used to study a problem, present possible solutions, and then recommend what actions should be taken.”
Recommendation reports (type of formal report)
If management or a client is unsure if it makes sense to move forward with developing a new product or pursuing a new course of action, what kind of report should you write to determine if it is possible/sensible?
A feasibility report (type of formal report)
In a formal report, what should you include in the Methodology section?
Opening: overall approach to collecting information (1-2 sentences)
Body: step-by-step description of major parts of the study (and the minor parts under each major)
Closing: discuss some of the limitations of the study
Why is using either/or statement risky?
Because the reader could choose the “incorrect” option, or reject both options entirely.
Using patterns like if/then, either/or, or cause/effect to persuade your reader is an example of reasoning with _____.
Reasoning with LOGIC.
Using examples, experiences and observations, and quotes from experts to persuade your reader is an example of reasoning with _______.
Reasoning with EXAMPLES and EVIDENCE.
The word “because” can signal which type of pattern of arrangement?
Cause and effect
What usually represents the “independent variable” on a line graph?
The X axis (which is the horizontal axis)
What type of persuasion uses goals & ideas and frames?
Values-based persuasion.
Asian, the Middle Eastern, and sub-Saharan African cultures usually put more emphasis on community than on individuals, stress long-term over short-term, and often value consensus, interpersonal harmony, hierarchy, and rituals. What kind of culture are they?
High-context cultures
Which parts of a document are affected by an indirect approach and why? Which cultures tend to use the indirect approach?
The introductions and conclusions are affected. Intros include contextual information like discussions about the weather or noting prior relationships to establish connection. The conclusion includes the main point.
Asian cultures use this approach.
What are the 6 steps of mediating a conflict?
1 - choose a mediator 2 - ask both sides to state positions 3 - identify issues 4 - prioritize issues 5 - address each issue separately 6 - write down an agreement that both sides can accept
Corporations and organizations use what to measure the performance of teams in key areas like client satisfaction, return on investment (ROI), quality improvement, and production and innovation?
Metrics or KPIs
What do these 4 strategies improve?
- choosing the right words and phrases.
- structuring sentences and paragraphs for clarity and flow.
- using an appropriate tone.
- adding a visual sense to the text.
They improve STYLE.
You can apply these 4 strategies to improve the plain style, the persuasive style, or the grand style.
What is GRAND style?
Grand style stresses eloquence. For example, Martin Luther King, Jr., and President John F. Kennedy often used the grand style to move their listeners to do what was right, even if people were reluctant to do it
When defining your research subject, what will help you narrow your subject?
Finding an angle.
TIP: ask yourself “What is new or what has changed recently about this subject?”
Is it okay to deviate from your research methodology?
Yes! But, when you deviate from your methodology, keep track of your changes to the original plan. A change in methodology is not a sign of failure. It is simply a recognition that research is not formulaic and can be unpredictable. Research is a process of discovery. Sometimes your most important discoveries are made when you deviate from the original plan.
