Contents Education and Training Stem Academic/industry Relationships: A Chailenge for Both Sides Pe doses coche escahaetkeisctiata assis techn cald etcd acoaesslisok saahendcce akan ba 1 Are You Ready for Multimedia? Cindy Currie, Carmie Boutin AN LINDA MANMAA.......c+.c-.ccccosssssccvessssssvssneseessnsvesnesunensseeessuseeseesesnsnnseseeeesvunuanenesae 3 Build it Right and They Will Come PN ik tds siosecscneictices debe Xcsceloicsncstrhaiiaasactasiea pa eccaen ince mea teeta acces ag ees a 7 Knowledge By Design: A Critical Approach for the Design of Education and Training in the Next Millennium Vincent E. Lasnik............. Sead citi katte aaah altate Khicdastiacieseaibuanaadtaee e ssclei arat haea N raat. 8 Preparing to Teach Technical Writing PT I ca a a ae ee a ee ee ae Strategies for Teaching Online Documentation Martha C. Sammons, Tabatha Dillon ANd Melinda HOPDAUCS ..........cccoccesesececevessesevsesessuessesseeessenneneeeeeenne 15 Studies in Hypertext: the Conversion of Traditional Texts into Web Sites si AM ieehc acaae eaecu nstoTiislisSialsicsebeaca adalat aerate Ae Ba 16 Technical Communication in Russia and the Czech Republic: Observations and Opportunities Chona Shumate, Sam Dragga, Lena Jacobson, Patricia Tegtmeier, GON FARTCRPEOIT BRINE PPSRTVI CH FC, COT INI a assesses csss cncosicscchacscaon pusieosescbocndeanwacacces tsasceddeac h 19 The Distance Learning Experience: Developing, Transmitting and Participating in Courses Delivered at a Distance David Brauneis, Kim SCAIZO ANA Davidl HANS...1.cc:uvsvccesssccssssscscsssssssssssnsesssusnssessneceenssnesssvnscnsensnnsceescsnsenessnneeeee 24 vii The Virtual Classroom: Real-life Experiences of Distance Learners Jeanette Evans, Susan Gonzalez, Becky Roberts and Betty Roberts Visually Teaching Technical Communication—Despite Technology Robert J. Bonk Web Pages, interactive Interfaces and Worm Holes—The Next Generation of User interface Designers Carol Bahruth, Kirsten Brunner, David Hans, Vikki Hanast and Cheryl Loughlin What | Did for My Summer Vacation: A Case Study of a Partnership Between a Product Information Department and a Local High School Marc R. Larsen, Anthony Pastizzo, David Robinson and Melanie Silver Information Design Stem Conducting Usability Tests to Upgrade Your Web Sites I a a ae 42 Designing Bilingual Web Sites Steve Chu Designing Products for the International Environment—A Practical Guide Bogo Vatovec, Carol Peterson, James V. Romano and Allen Strand Designing Single Source Materials Ann Rockley and JoAnn Hackos Embedded Help—Meeting the Needs of Your Users a ee 56 From Information to User Assitance: A Support System for a User Technology Organization Gretchen Hargis, Deidre Longo and Lindsay Bennion From Online Help to Integrated User Assistance: One Company's Journey Beyond the Online Help Paradigm A cs sistent cao ac tigcascccesAc did dai cebad eel tatad ea laa identifying Critical Content—An Alternative to the Outline Stephen W. Murphy. information Design Progression Cheri W. Taylor, Phylise Banner, Stewart Florsheim, Karen Schriver, Marissa Levin, Beth Conney Lisberg, Marilyn Barrett O'Leary, Susan M.J. Lester, Beth Mazur, Peggy Malecki and Bogo Vatovec Moving a Community to the Web: Creating Hyperviews:Online Bill Bledsoe, Karen Mobley and Scott D@LOACH.....0..cccccootscssinssnseenesnneeieeinnsinesinneineenaninesiasinseeestneenesennee Mystery Fiction and the Technical Communicator: Emotion Seperates Fiction from Fact PRIUS... OUTING sicsiicsesnssnsnsccmensrernsenns Presenting Quantitative Information Effectively WII FI ascssisiccnsnssesineccsersotssiorveelasec Putting Show Me Demos to Work i ats citcersctccasssscccn easels cotati Selecting the Appropriate Learning Products for Your Users Se FI iiss intssicichentscrini Stylesheet or Stylesite? A case study Craig Hanoch Tapping into Creativity Phylise Banner, Patrick Hofmann, Robert Reynolds, Edward See and Elinor Knodel Teaching Eye-Catching Informational Graphics to Technical Graphic Students at Purdue University Sia ec lea ee ace el i 0) a es 86 The Architecture of Designing Documents Beth Conney Lisberg The Role of an Intranet Information Architect Joan E. Vaughn and Diedre Hayes Using the Clustar Method for Single-Source Documentation Jerilynne Altom and Tim Altom Working with a Photographer Christine A. Keefer and Jay A. Keefer Management and Professional Development Stem Becoming a Journal Author George F. Hayhoe Becoming a Journal Peer Reviewer George F. Hayhoe Beyond End-User Documentation: Opportunities for Technical Communicators Joan E. Vaughn and Katie Walton Building Effective Relationships with Engineers eect ius ceaselescosns tasdeascena saniate 102 Cadence Design Systems, Inc., Knowledge Transfer Plan Benchmarking Julie Bradbury and JoAnn Hackos Centralized versus Distributed Organizational Structures JoAnn T. Hackos. Creating an Effective Business Plan ETE FV PIII sessile Delivering Bad News Effectively (and Other Useful Communication Skills for Managers) BAER FU CINTN TinRcTis ions aes a Dilbert Goes Corporate ... or How to Navigate the Thorny Thickets of Corporate America without Selling Your Soul Be iiss eatstediictntsshdiiota tiling wa iisieataiiae Saisie malate eee ee eee Easy Tools for Documentation Management Chona E. Shumate Ethics in Action: A "No-Talk” Workshop Lori Allen and Dan Voss Excuses, Excuses, Excuses: A Manager's Guide Dawn M. Stevens Getting A Count: Recording Metrics In Documentation Plans Garret H. ROMAINE -0..1.c..-coccssecveesssseeenseseen Global Transitions JoAnn Hackos, Deborah Rosenquist And Jaap VAN DOF MCC .....-.cecoovnerervesneeneerseenseennee aii Go Home! An Introduction to Virtual Officing Flo Wolfe Sharp Graduate-Level Technical Communication Instruction in the United Kingdon Thomas Barker and Anna Sallee How to Promote Technical Communication Services in Your Organization Bill Pollak improving the Writer Developer Relationship Richard D. Colvin and Virginia Beecher. Key Roles in Developing Successful Online Help I ar a a llama ie es eas 131 Let's Stop Writing Documentation and Start Working for the Users JoAnn T. Hackos. Managing Large Localization Projects with Virtual Teams around the Globe Marie-Anne deWarren and John Mulligan Managing Means Growing with Your Team ii at a a ll 139 Managing Multiple Deliverables with a Small Staff Diane Beadle Online Help: You Think It's Documentation but Your Company Thinks It's Software Roberta A. Rupel and Peggy SCHrIINIMCGT . .1crecrscsscsocssnsssuemsnesessunssensesinssissaeuasnetunesnesmesinesisemeesnsssnee 145 Perspectives on Management Eloise Blanchard, Carol Gasser, Karen Peterson, Jennifer Square I ith caccanss sc hestlpetescesoniainssaecrtncastidonn eceiekclaasddalDaaaedietssibcamantinaadsasipalee 149 Preparing for an Overseas Job Leah Guren Quality Online Help Development Jeanette P. Evans Revising Your Resume Denise Mazza Panagakos and Renée Pauley Stalking Information in its Natural Habitat Leah Guren Strategic Planning: Creating a Vision of the Future JoAnn T. Hackos Strategies for the Lone Writer Becky Fleischer and Win Day..cc:ovssoesoo Teaming In A Publications Group Margaret K. Morris, Patrice H. Zurvalec and Murrie W. Burgan The Care and Feeding of Teams: Strategies for Team Leaders Lauren Y. Hansen and Susan M.J. Lester... The Changing and Emerging Role of the Instructional Developer MA PiSSA LOVIN ..00.....ccccceceesee The Road to Your Presidency se ae Thriving Teams FI iirsttessariceentntccomonetine Tools for Your Management Toolkit Sandy Storey........ Training Technical Communicators at the ‘Top of the World’ LYM POTTY, -nzcceavcccsesscsseirses Walking Through Fires: A Case Study of Implementing a Forrnal Documenation Development Process iiss ciieerticicnlostntcetiinacccntiie: What Makes a Great Entry-Level Candidate? Leah Guren, Donna Sakson and Shirley HANCOCK.........:...000ss0ee0e Winning Them Over: Demonstrating the Value of Technical Communication Carol Gasser and Lianna L. Fahey........ Theory and Research Designing and Implementing Technical Communication Research Beverly B. Zimmerman Developing and Implementing Effective Web-based Surveys Susan Andrews and Susan Feinberg Electronic Editing: Results of a Dual-Mode Survey David Dayton From Data Drought to Factoid Flood: Reinforcing the Banks of the River of Communication ReaEtta M. Dahm ISO 9001: "Of TC, by TC, and for TC" Nobuyoshi Shidahara Method to Evaluate Manuals and Online Help Raji Santhanam Not Getting Personal: Assessing Website Effectiveness Marsha Durham Pictures for Procedures FN ac Sas Mis 2 gcse Al ant A NO tre tec aa tos Mica ant AMO Ct Ess 2h ee Ae 5 Prototyping Your Process, Team and Tools Improving the Usability at Work Karen L. Mobley and Judith R. Fisher Providing Sequencing Cues for Non-Linear Text Diane M. Borgwarat Quality and Information Product Development Jeanette P. Evans Quality Management: Fire Fighting to Fire Prevention Christina M. Downs...... ieee eaten acenohen Sse Quality Metrics Eric Mallory.............. ee an 26 The Basics Of Quality Robbie Rupel, Lori Fisher, Don Lenk, Ralph E. Robinson and Richard Colvin 229 The Emergence and Evolution of a Research Project David Dayton...... ati 232 The Evolution of Knowledge Management within NCR Corporation Maria Guiao Babilon and Mary Ann Kabel... 234 Trends In Future Technical Communication Arto Lammintaus 239 Usability Progression: Catching the Main Currents in Usability Judith Ramey, Stephanie Rosenbaum, Janice (Ginny) Redish, Dick Miller, Chauncey Wilson, Deborah Hinderer, Dee Hayes, Whitney Quesenbery, Barbara Mirel, Katherine Brennan Murphy and Cherie Luckhurst 243 User-Driven Documentation: From Usability Testing to User Guide Scott A. Butler, Jennifer L. Giordano and Myron M. Shawala Iil 246 Workplace Genres as Outcomes of Affiliated Professions’ Interests and Practices Roger Mungec.... 250 Tools and Technology Stem Anything That Can Go Wrong: Lessons Learned from A Decade of Toolkit Documentation Joseph E. van Oss....... 254 Authoring and Viewing Hybrid CD-ROMs Gabriel Lanyi Cascading Style Sheets Tutorial Ken Jackson and Sonya Keene Color in Technical Documents for Paper, Web, and PDF Ken Jackson and Sonya Keene Corporate Intranets: Your Job is Never Over Michele Gordon and Brett Fielo Creating Multimedia Hardware Procedures with ShowMe™ How Rick Barron, Steve Hix, Paul Lorence and Jenny R. Redfern Creating Online Acrobat Documents with Word Tommy K. Teague Creating Online Help from FrameMaker Files Using WebWorks Publisher Sarah S. O'Keefe and Sheila A. Loring Creating Single-Sourced Information Products Dawn M. Stevens and Ann Rockley Cross Platform Publishing ia ital cannes adiabatic alag iaa ictal tated latsactaec gc atc ee il Designing Lotus Notes Databases for Global Collaboration Elinor L. Knodel, Donald J. Green and Faye Smith FrameMaker Document Management Harold Lloyd Hands-on XML and Round Trip HTML for Technical Communicators I ccdeen cre eiac taser seas iilvsesiasctubciencal uaaacs as iectoemacdcovaele e How We Built Our Tech Pubs intranet Site With Cheap Stuff Joseph E. van Oss, Ina L. Mutschelknaus and Gerald F. Heid ersChhelt........-.cccccccsseosseeseersenees 276