(Please forgive the less-than-stellar quality. When scanned in, the brochure lost some clarity).
Wednesday, February 16, 2011
Sample Brochure
The following is an educational brochure about the breastfeeding process that I created for a technical writing class. While many readers out there may not exactly need the information contained in this brochure, it is an example of how technical writing can make an intimidating process seem easy.
(Please forgive the less-than-stellar quality. When scanned in, the brochure lost some clarity).
(Please forgive the less-than-stellar quality. When scanned in, the brochure lost some clarity).
Tuesday, February 15, 2011
Evaluation of a Health-Related Website
I have chosen to evaluate a homeopathic medicine website, www.nativeremedies.com. According to the ATA guidelines provided and the recent readings from our Lannon text, there are a few improvements that could be made as far as technical communication goes. Problem: According to Lannon (p.31), “Laypersons are impatient with abstract theories but they want enough background to help them make the right decision or take the right action. They are bored or confused by excessive detail, but frustrated by raw facts left unexplained or uninterpreted.” The Native Remedies website pretends to offer adequate information with testimonials and vague descriptions of how products work, but actually does little to educate the consumer.
Solution: Lessen frustration by explaining how the product achieves the desired effect. Instead of simply stating, for example, “AdrenoBoost contains a selection of herbs known for their supportive function in maintaining hormonal balance”, the technical communicator should expound by listing the herbs in the product, and describing in layman’s terms how they support the adrenal system, possibly supported by some visual drawings demonstrating the process.
Problem: Information stated on the site as fact is not cited; there is no source for statistics. For example, promotional information for one homeopathic medicine on the site claims, “As a matter of interest, clinical research has demonstrated that the ingredients used in MindSoothe are at least as effective as major anti-depressant drugs, without the same risk of side effects.” This is a rather significant claim.
Solution: ATA guidelines state that it’s important that “each information source is clearly documented.” The Native Remedies site makes a lot of claims for all of their natural products, often boasting that they are equal to or better than prescription drugs, but without the negative side effects. If they are going to make such strong claims, a reference needs to be provided to the official study or clinical research report that supports their statements.
Problem: The ATA guidelines also suggest that health-related websites should be endorsed by a reputable healthcare organization. If a legitimate, well-known, trusted organization (American Pediatric Association, for example) puts their name on a site to vouch for them, it gives the content credibility, which homeopathic medications are often lacking.
Solution: The solution to this particular problem would be to acquire an endorsement from a professional, reputable organization, which may be very difficult. Natural solutions to health concerns (including chiropractic) are often not taken seriously by contemporary medical doctors. This site, to its credit, did the next best thing—they had numerous testimonials posted by M.D.s praising the effectiveness of the natural remedies in their personal situations.
References
Lannon, J. M. (2008). Technical Communication (11th ed.) Ashford Custom. New York: Pearson Longman.
Resolving Ethical Conflict in the Workplace
The Institute of Management Accountants (IMA) website entitled “Statement of Ethical Professional Conflict” contains a variety of information that would be useful for one studying communication and conflict, but for the sake of this paper I will focus on policy concerning the “Resolution of Ethical Conflict,” explaining the three courses of action that are suggested and any improvements to policy that could possibly be made.
Step One: Discussion with Supervisor
This initial step involves discussion the issue of concern with your immediate supervisor. If you immediate supervisor happens to be the boss, it may be necessary to turn to an audit committee, board of trustees, or something of the sort. It is never appropriate to talk outside of the organization unless you are fairly certain something illegal has occurred. By appropriately addressing the issue within the chain of command and avoiding gossip, slander, and dramatization of the issue, you are ensuring that you are remaining ethical and blameless throughout the process.
Step Two: Speak with Ethics Counselor
This step is necessary to obtain an outside, balanced opinion on the matter in question. This individual should be an impartial advisor, and it is important that this meeting remain confidential. The purpose of this step is to help you clarify whether an ethical issue is indeed present, and to provide you with possible approaches or solutions to deal with the problem.
Step Three: Counsel an Attorney
This is the final and most serious step. It involves contacting your own attorney to learn what your rights and obligations are under law.
Recommended Changes
This is a very good start to the organization’s ethical dilemma policy, but there are a few improvements that could be made to make it more descriptive once it reaches the individual company level. To elaborate on Step One, I would begin by listing the contact names and numbers of the supervisors in each department, or the contact information for the audit committee if it’s an issue concerning the direct supervisor. Furthermore, I would clarify situations (crimes) in which it would be proper, even necessary, to report immediately to outside authorities (such as police) including: assault, theft or robbery, rape, and other serious offenses.
To further improve Step Two, I would recommend listing the contact name and number for the Ethics Counselor or advisor that should be contacted for guidance. For most people, situations where ethical dilemmas arise are few and far between, and many employees may not even be aware that there is an Ethics Counselor, or if they are, may feel very uncomfortable approaching them because it increases the seriousness of the problem. Reiterating confidentiality is assuring.
Step Three is very short and to-the-point, considering the seriousness of the suggestion. It could be useful advice, but it is also very intimidating to have it recommended to you to obtain a lawyer, especially if the issue at hand doesn’t concern any wrongdoing on your part. This step can end up being costly, and may not be necessary if the matter can be resolved by following the first two steps. For this reason, I would insert a stipulation in this step such as, ‘It may be necessary to obtain a lawyer in the instance that the issue is not resolved after exhausting means mentioned in Steps One and Two” or something of that nature.
After examination of these three courses of action, they appear to be in the proper order, utilizing a communications perspective. In this order, they demonstrate an appropriate level of assertiveness, which is defined by Cahn (2007) as “the ability to speak up for one's interests, concerns, or rights in a way that does not interfere with the interests or infringes on the rights of others” (6.7). If one was to avoid communication with a direct supervisor, instead making a visit to the Ethics Counselor, it might interfere with the interests of the supervisor, who may end up appearing incapable of handling the issue. First impressions are crucial, and it’s important to head into a discussion involving an ethical dilemma with a spirit of reconciliation, friendliness (or at least cordiality) and a desire for a positive resolution rather than a battle cry. Finding a lawyer is a very formal declaration of disagreement, similar to declaring war, and is rightfully the very last suggestion as it does not leave a good impression or promote reconciliation.
References
Step One: Discussion with Supervisor
This initial step involves discussion the issue of concern with your immediate supervisor. If you immediate supervisor happens to be the boss, it may be necessary to turn to an audit committee, board of trustees, or something of the sort. It is never appropriate to talk outside of the organization unless you are fairly certain something illegal has occurred. By appropriately addressing the issue within the chain of command and avoiding gossip, slander, and dramatization of the issue, you are ensuring that you are remaining ethical and blameless throughout the process.
Step Two: Speak with Ethics Counselor
This step is necessary to obtain an outside, balanced opinion on the matter in question. This individual should be an impartial advisor, and it is important that this meeting remain confidential. The purpose of this step is to help you clarify whether an ethical issue is indeed present, and to provide you with possible approaches or solutions to deal with the problem.
Step Three: Counsel an Attorney
This is the final and most serious step. It involves contacting your own attorney to learn what your rights and obligations are under law.
Recommended Changes
This is a very good start to the organization’s ethical dilemma policy, but there are a few improvements that could be made to make it more descriptive once it reaches the individual company level. To elaborate on Step One, I would begin by listing the contact names and numbers of the supervisors in each department, or the contact information for the audit committee if it’s an issue concerning the direct supervisor. Furthermore, I would clarify situations (crimes) in which it would be proper, even necessary, to report immediately to outside authorities (such as police) including: assault, theft or robbery, rape, and other serious offenses.
To further improve Step Two, I would recommend listing the contact name and number for the Ethics Counselor or advisor that should be contacted for guidance. For most people, situations where ethical dilemmas arise are few and far between, and many employees may not even be aware that there is an Ethics Counselor, or if they are, may feel very uncomfortable approaching them because it increases the seriousness of the problem. Reiterating confidentiality is assuring.
Step Three is very short and to-the-point, considering the seriousness of the suggestion. It could be useful advice, but it is also very intimidating to have it recommended to you to obtain a lawyer, especially if the issue at hand doesn’t concern any wrongdoing on your part. This step can end up being costly, and may not be necessary if the matter can be resolved by following the first two steps. For this reason, I would insert a stipulation in this step such as, ‘It may be necessary to obtain a lawyer in the instance that the issue is not resolved after exhausting means mentioned in Steps One and Two” or something of that nature.
After examination of these three courses of action, they appear to be in the proper order, utilizing a communications perspective. In this order, they demonstrate an appropriate level of assertiveness, which is defined by Cahn (2007) as “the ability to speak up for one's interests, concerns, or rights in a way that does not interfere with the interests or infringes on the rights of others” (6.7). If one was to avoid communication with a direct supervisor, instead making a visit to the Ethics Counselor, it might interfere with the interests of the supervisor, who may end up appearing incapable of handling the issue. First impressions are crucial, and it’s important to head into a discussion involving an ethical dilemma with a spirit of reconciliation, friendliness (or at least cordiality) and a desire for a positive resolution rather than a battle cry. Finding a lawyer is a very formal declaration of disagreement, similar to declaring war, and is rightfully the very last suggestion as it does not leave a good impression or promote reconciliation.
References
Cahn, D. (2007). Managing Conflict Through Communication. (3rd Edition). Boston: Pearson Education, Inc.
Statement of Ethical Practice. IMA website. Retrieved June 21, 2010 from http://www.imanet.org/about_ethics_statement.asp
Sunday, February 6, 2011
How to Confront Poor Performance
Is this what you look like when conflict arises in the workplace?
I know it’s awkward and uncomfortable, and nobody likes to do it, but poor performance must be addressed! Let’s say you are the manager of a company that provides tech support, and you have one particular employee who has been slacking, evidenced by complaints from customers as well as coworkers. This employee has also exhibited confrontational behavior, creating a hostile environment. Bottom line: He needs to shape up or ship out. What’s the best way to approach this situation? Here are some tips:
1. Pick the proper setting. Don’t address a problem in front of other employees, even if there is a public confrontation between employees. Give the employee time to cool off, and schedule a private meeting in an hour or so. Pick a room where the individual can feel relaxed, and offer a drink or refreshment if available. Don’t sit directly across from them, as this may put them “on the spot”, making them more defensive and less receptive.
2. Be specific! List the number of complaints you’ve received in the past two months. Also mention the occasions and methods in which you have attempted to address the problem in the past. Then, be specific about the job requirements. Say, “Customers rely on our company to provide great tech support, and our goal is to leave everyone customer “Extremely Satisfied” with their experience. As a result, it’s important that you are performing at your best for us to succeed. We need you to have a positive, “can-do” attitude not only towards our customers, but to your co-workers as well.” 
Also, focus on the issue at hand, and not other issues that don’t affect job performance (too casual attire, annoying habits, etc.) Stick to thempany guidelines, not your personal preferences, less you lose credibility with the individual.
3. Consider the needs of the receiver. Some personalities prefer the direct approach, and some may need a more sensitive approach. In this case scenario, you could say, “You are not meeting performance expectations, and you need to get on track or we’ll have to let you go” or “I understand you are having a difficult time at home right now, but are you aware of your recent customer reviews? What can we do to change this situation so that we can keep you as a valuable asset to our team?” These are very different approaches depending on the personality of the employee, but the main concern is always addressed.
4. Evaluate their understanding. Instead of just asking, “Do you understand?” have them summarize the problem, the consequences, and what they plan on doing to change their performance. Help them brainstorm possible approaches to resolve the conflict.
5. Keep Records. After each meeting, write down the date and a summary of the conversation, including what the problem was, how it was addressed, and the employee’s response. Don’t just write negatives, but note positive contributions the employee has made in the workplace and in the discussion.
Keep these tips in mind, and pretty soon you’ll be responsible from turning your workplace environment from
THIS to THIS!
Reference
Sujansky, J. (2006). Eight Rules for Dealing with Employees who are Bringing Your Company Down. IT Today. Retrieved February 7, 2010 from http://www.ism-journal.com/ITToday/eightrules.htm.
Friday, January 28, 2011
Media Technology- Are You Up to Speed?
Are you up to speed with the latest technology? If not, you should be! Check out this Youtube video explaining why a knowledge of the latest media technology is your key to a successful career:
Now that you have a better understanding as to why it's so important to keep current with the latest media technologies, let's review a few that you may or may not be familiar with:
1. Twitter
For you die-hard social networkers, this is old news, and you probably love it. Initially, I had a hard time understanding the new Twitter craze. Upon initial investigation, it appears to be a forum to post your status updates, like Facebook, but without the rest of Facebook. And all the "@"s were confusing me. It seemed like it was merely serving a purpose that was already being met.
Communication expert George Siemens had the same hesitations with the social networking site at first. However, upon trying out Twitter, he was quickly won over for several reasons. This article on masternewmedia.org will open your eyes to the benefits of Twitter. Siemens defines it as a "living network", an ongoing conversation of sorts. He explains how it allows him to connect with his online network in a way that is simply not possible through his blog. By having access to their casual status updates, he received a much deeper understanding of the composition of his audience, who wouldn't otherwise post such menial (but telling) information in their blogs. It also provides him with up-to-the-minute information about what's going on in the world, often before the news even picks the story up. Furthermore, he found it allowed him to share quick information (such as a link) with his network without having to do a whole blog post on the topic.
Why should you tweet? Because your online audience will thank you for it. It's appealing for the same reason that people love texting and the continuous newsfeed scrolling at the bottom of all our news channels now- it's quick and to the point. So American! The faster the better, right? You can post links to your website or blog, slide shows, images, anything really. It's a great promotional tool, and one that's easy for your audience to follow.
Siemens decidedly calls Twitter "A fundamental shift in how we communicate." What do you think? Are you a fan?
2. Smartphones
Have you been surviving without a smartphone? Granted, it is possible, but why would you skimp in this arena when the benefits are so numerous? According to degreescout.com, more and more students and professionals are using their smartphones for quick access to information, and the phone's ability to download and use apps is making them a necessity for business-minded, tech savvy folks who need to (or like to) stay connected.
Maybe I've lost you already. Let's go over what makes a smartphone smart:
3. Widgets
I first began hearing this fun little word a few years ago as an infant blogger. It turns out, widgets are not only fun, but really useful to anyone who wants to find success in the ever-expanding blogging world. Basically, they allow you to customize your blog to your audience or topic. A widget, which comes in the form of a chunk of code that you add to your blog in the "design" page, can take the form of anything from a clock or a timeline, to a funny picture or gas prices. Check out the blog you're viewing right now. I have a poll widget (to get feedback from my valued readers) and a map widget which displays where all my visitors are logging in from.
Where can you find these little blogging gems? Well, there are several popular widgets in your Blogger or Wordpress "design" page, but many more options abound. A favorite site I constantly return to to improve my blogs is http://www.mashable.com/. They have quite a large selection of widgets (and plenty of other blogging tips as well). A simple Google search will provide you with more than you know what to do with.
Not only do widgets make your webpage cool, they can also be very useful for the professional blogger. This site discusses 3 must-have widgets that potential employers will find useful when deciding whether or not to hire you (and they will Google you!):
Pretty cool, isn't it? How could you benefit from Google translate?
And that wraps up my review of a few of my favorites in media technology. What is your favorite media technology, the one you just can't live without? Share it with us!
Now that you have a better understanding as to why it's so important to keep current with the latest media technologies, let's review a few that you may or may not be familiar with:
1. Twitter
For you die-hard social networkers, this is old news, and you probably love it. Initially, I had a hard time understanding the new Twitter craze. Upon initial investigation, it appears to be a forum to post your status updates, like Facebook, but without the rest of Facebook. And all the "@"s were confusing me. It seemed like it was merely serving a purpose that was already being met.
Communication expert George Siemens had the same hesitations with the social networking site at first. However, upon trying out Twitter, he was quickly won over for several reasons. This article on masternewmedia.org will open your eyes to the benefits of Twitter. Siemens defines it as a "living network", an ongoing conversation of sorts. He explains how it allows him to connect with his online network in a way that is simply not possible through his blog. By having access to their casual status updates, he received a much deeper understanding of the composition of his audience, who wouldn't otherwise post such menial (but telling) information in their blogs. It also provides him with up-to-the-minute information about what's going on in the world, often before the news even picks the story up. Furthermore, he found it allowed him to share quick information (such as a link) with his network without having to do a whole blog post on the topic.
Why should you tweet? Because your online audience will thank you for it. It's appealing for the same reason that people love texting and the continuous newsfeed scrolling at the bottom of all our news channels now- it's quick and to the point. So American! The faster the better, right? You can post links to your website or blog, slide shows, images, anything really. It's a great promotional tool, and one that's easy for your audience to follow.
Siemens decidedly calls Twitter "A fundamental shift in how we communicate." What do you think? Are you a fan?
2. Smartphones
Have you been surviving without a smartphone? Granted, it is possible, but why would you skimp in this arena when the benefits are so numerous? According to degreescout.com, more and more students and professionals are using their smartphones for quick access to information, and the phone's ability to download and use apps is making them a necessity for business-minded, tech savvy folks who need to (or like to) stay connected.
Maybe I've lost you already. Let's go over what makes a smartphone smart:
- An Operating System
- Beyond the Basics Software (Apps that let you work on Microsoft docs or edit photos)
- Wi-Fi Internet Access
- QWERTY keyboard
- Messaging (including video and syncing of multiple emails)
Basically, it allows you to be connected at all times. It's easy to see how this can be beneficial to professionals, but what's it going to cost you? PCWorld breaks it down here. To make a long story short, no matter which phone you choose, it's going to cost you about $3,800 over 2 years, or about $160/mo. Sound worth it to you? Want to research it a little more before you commit to spending that kind of dough? Do some comparison shopping at: http://www.consumersearch.com/cell-phones/best-smartphones.
3. Widgets
I first began hearing this fun little word a few years ago as an infant blogger. It turns out, widgets are not only fun, but really useful to anyone who wants to find success in the ever-expanding blogging world. Basically, they allow you to customize your blog to your audience or topic. A widget, which comes in the form of a chunk of code that you add to your blog in the "design" page, can take the form of anything from a clock or a timeline, to a funny picture or gas prices. Check out the blog you're viewing right now. I have a poll widget (to get feedback from my valued readers) and a map widget which displays where all my visitors are logging in from.
Where can you find these little blogging gems? Well, there are several popular widgets in your Blogger or Wordpress "design" page, but many more options abound. A favorite site I constantly return to to improve my blogs is http://www.mashable.com/. They have quite a large selection of widgets (and plenty of other blogging tips as well). A simple Google search will provide you with more than you know what to do with.
Not only do widgets make your webpage cool, they can also be very useful for the professional blogger. This site discusses 3 must-have widgets that potential employers will find useful when deciding whether or not to hire you (and they will Google you!):
- A Twitter Feed (make sure it stays clean!)
- A Summary Widget
- LinkedInABox (you are LinkedIn, aren't you?)
Now that you know about widgets, get to work improving that blog!
Tip: Don't overload your blog with widgets, it can be distracting and take away from the solid, useful content of the page.
4. Google Translate
Thanks to the world-wide web, we have all gone global, like it or not. Your blog, if it's not private, may be read in China, South Africa, probably Canada, maybe Australia..you get the picture. How will they understand it in China? you may wonder. Google translate is your answer. This amazing technology, which can be found at http://www.translate.google.com/, allows any google user to translate text from dozens of languages into, well, dozens of languages. Go try it out, right now. Give it a shot. Then come back.
What does this mean for professionals? It means it is easier than ever to keep up with what's going on on the global stage, and how it could affect our business. It allows us to get connected with individuals in our field that we would otherwise be at a loss of words with. It opens doors! What it can do:
- Instant translation of web pages and docs
- Build global business by advertising across languages
- Add translated captions to Youtube videos, building your int'l audience
- Also offers a translated search
Pretty cool, isn't it? How could you benefit from Google translate?
And that wraps up my review of a few of my favorites in media technology. What is your favorite media technology, the one you just can't live without? Share it with us!
Sunday, January 23, 2011
Making Pictures Their Best
Picture after editing!
This is an example of how even simple editing with basic programs can really make a difference in the pictures we post to our blogs. While I would love Adobe Photo Shop, it's super expensive. Lately, to improve the overall appearance of my pics, I have been using Windows Live Photo Gallery, which came with my computer, for editing. Not too shabby, eh?
Thursday, January 20, 2011
First Post!
I wasn't sure what to put here, but I had to put something!
I love writing- about everything- and have plans to be a freelance writer when I wrap up this degree. I can't wait to see the culmination of all my work over the past year as this page blooms over the next several weeks! Can't wait to see all of yours, as well!
I'll only be in beautiful Guam a couple more weeks, so I'll attach a little picture of the glorious scenery I get to experience daily on this heavenly little island. I have a great new camera, a Canon Rebel T2i, that I have had a lot of fun with over the past couple months. This image is unedited. One I "fix" it, I'll attach the "After" image.
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