BUSINESS AND TECHNICAL COMUNICATION: An Annotated Guide to Sources, Skills, and Samples Sandra E. Belanger, et al PRAEGER BUSINESS AND TECHNICAL COMUNICATION Recent Titles in Bibliographies and Indexes in Mass Media and Communications Better Said and Clearly Written: An Annotated Guide to Business Communication Sources, Skills, and Samples Sandra E. Belanger, compiler Editing: An Annotated Bibliography Bruce W. Speck, compiler Bibliographic Guide to Caribbean Mass Communications John A. Lent, compiler Bibliography of Cuban Mass Communications John A. Lent, compiler Publication Peer Review: An Annotated Bibliography Bruce W. Speck, compiler The Assassination of John F. Kennedy:An Annotated Film, TV, and Videography, 1963– 1992 Anthony Frewin, compiler Managing the Publishing Process: An Annotated Bibliography Bruce W. Speck Tabloid Journalism: An Annotated Bibliography of English-Language Sources Gerald S. Greenberg Press Freedom and Development: A Research Guide and Selected Bibliography Clement E. Asante, compiler Teaching Revising and Editing: An Annotated Bibliography Bruce W. Speck, Dean A. Hinnen, and Kathleen Hinnen BUSINESS AND TECHNICAL COMUNICATION An Annotated Guide to Sources, Skills, and Samples Compiled by Sandra E. Belanger, Susan Lee Kendall, Toby Leigh Matoush, and Yuhfen Diana Wu Bibliographies and Indexes in Mass Media and Communications, Number 13 Westport, Connecticut London Library of Congress Cataloging-in-Publication Data Business and technical comunication : an annotated guide to sources, skills, and samples / compiled by Sandra E. Belanger…[et al.]. p. cm. — (Bibliographies and indexes in mass media and communications ; ISSN 1041–8350 ; no. 13) Includes bibliographical references and indexes. ISBN 0–313–30872–1 (alk. paper) 1. Business communication—Reference books—Bibliography. 2. Business communication—Bibliography. 3. Communication of technical information—Bibliography. 4. Communication of technical information—Information resources. I. Belanger, Sandra E. II. Series. Z7164.C81B9275 2005 [HF5718] 016.6584'5—dc22 2004028181 British Library Cataloguing in Publication Data is available. Copyright © 2005 by Sandra E. Belanger, Susan Lee Kendall, Toby Leigh Matoush, and Yuhfen Diana Wu All rights reserved. No portion of this book may be reproduced, by any process or technique, without the express written consent of the publisher. Library of Congress Catalog Card Number: 2004028181 ISBN: 0–313–30872–1 ISSN: 1041–8350 First published in 2005 Praeger Publishers, 88 Post Road West, Westport, CT 06881 An imprint of Greenwood Publishing Group, Inc. www.praeger.com Printed in the United States of America The paper used in this book complies with the Permanent Paper Standard issued by the National Information Standards Organization (Z39.48–1984). 10 9 8 7 6 5 4 3 2 1 Contents Preface vii Introduction ix Chapter 1: Research Guides 1 BIBLIOGRAPHIES 2 BIOGRAPHICAL SOURCES 4 DICTIONARIES AND ENCYCLOPEDIAS 5 DIRECTORIES 8 HANDBOOKS 11 QUOTATIONS 20 Chapter 2: Research Resources 25 ABSTRACTS AND INDEXES 26 ELECTRONIC DATABASES 35 Database Vendors 35 Databases 38 LIBRARY SUBJECT HEADINGS 44 PERIODICALS AND NEWSLETTERS 59 WEBSITES 79 Chapter 3: Information Resources 85 ASSOCIATIONS 86 GOVERNMENT AGENCY INTERNET ADDRESSES AND TELEPHONE NUMBERS 91 GRAMMAR HOTLINES 94 PUBLISHERS OF BUSINESS AND TECHNICAL COMMUNICATION BOOKS 94 RESEARCH INSTITUTIONS 104 Chapter 4: Communication Skills 107 EDITING AND REVISING 108 GENERAL COMMUNICATION SKILLS 111 GRAMMAR, PUNCTUATION, AND USAGE 125 ORAL COMMUNICATION SKILLS 131 STYLE 132 WRITING SKILLS 134 WRITING SYSTEMS 153 vi Contents Chapter 5: Written Communication 159 ANNUAL REPORTS 160 BUSINESS PLANS 160 BROCHURES AND CATALOGS 168 COVER LETTERS 169 ELECTRONIC DOCUMENTS 172 EMAIL 173 EMPLOYEE PUBLICATIONS 174 ESSAYS 174 LETTERS 175 MAGAZINE ARTICLES 183 MANUALS 183 MARKETING PLANS 185 MEMORANDUMS 187 MISSION STATEMENTS 189 NEWS RELEASES 189 NEWSLETTERS 189 PAPERS AND DISSERTATIONS 191 POLICIES AND PROCEDURES 195 PROPOSALS 196 REPORTS 199 RESUMES 203 SALES SCRIPTS 218 SURVEYS 218 Chapter 6: Oral Communication 219 ETIQUETTE 220 INTERVIEWING 223 LISTENING 228 MEETINGS 230 PRESENTATIONS 234 PUBLIC SPEAKING 243 REFERENCE CHECKING 247 SPEAKING 248 TELEPHONE SKILLS 250 NAME INDEX 251 TITLE INDEX 265 SUBJECT INDEX 283 Preface The simple request for a revision of Better Said and Clearly Written, published in 1989, precipitated the quest for the material for this practical guide. With a goal of offering solutions to business and technical communications problems, the research guide and annotated bibliography is aimed primarily at business and engineering students, faculty, librarians, and other working professionals. It is designed to facilitate research and the location of such helpful items as outlines, guidelines, and sample documents. Accordingly, it serves those who need to communicate more effectively in school and the workplace, as well as teachers and librarians who will assist them in this process. The process of developing this guide is a cooperative venture. Susan Lee Kendall, Yuhfen Diana Wu, and Toby Leigh Matoush created chapters 1 through 3, respectively. Every effort was made to ensure that bibliographic editions, Internet address, and contact information was the most recent available. Unless otherwise noted, all materials have been examined by one of the authors. Sandra E. Belanger created chapters 4 through 6. Bibliographic items included were published primarily between 1990 and 2004. Unless otherwise noted, the author examined all materials. Wu and Belanger did the final editing and formatting of the whole book. This book, like many others, has benefited from the assistance of colleagues and friends. We are deeply grateful to our families for their support. We are indebted to Elizabeth A. Mason for her support and efforts on our behalf, and to Dr. Steve Wu for his technical advice. Many of the materials included would not have been scrutinized without the assistance of Cathy Perez and the Interlibrary Services staff, and the Link+ Book Request Services at San Jose State University Library. Introduction Effective communication skills are essential in the new millennium. Today’s fast-moving, competitive business world requires employees with excellent verbal and written skills. In order to meet this need, business schools strive to produce students with both skills; communication courses stress techniques through term papers, writing assignments, and oral presentations; and managers require employees to participate in appropriate training exercises. The published literature on workplace communication skills echoes this concern as textbooks and works offering advice and sure cures for communication problems continue to proliferate. While the business and technical worlds bemoan the absence of competent writing and speaking skills, the rapid pace of the work environment leaves little time for learning and improving these skills. In order to effectively facilitate communication skills for students and practitioners, clear guidelines, well-structured outlines, and pertinent examples are needed. This book serves as a guide to the locations of these essential materials and the research tools needed to acquire them. There are two components to this book. The first three chapters serve as a handbook for conducting research in business and technical communication. It answers basic questions on correct grammar and offers research tools (e.g., dictionaries), research resources (e.g., indexes, computer databases, and periodicals), and information sources (e.g., associations, research institutions). Chapter 1, Research Guides, lists standard reference sources such as bibliographies, dictionaries, directories, handbooks, and sources of quotations. It identifies sources for correct definitions, biographies of important persons in the field, and quotations to use in a report or a speech. The bibliographies record previously published material in business communication and technical writing. Chapter 2, Research Resources, expands research techniques in business and technical communication through the use of printed indexes and abstracts, x Introduction computer databases, periodicals, Web sites, and library subject headings. These can be used to extend the search for articles in magazines and journals, as well as in published books. Chapter 3, Information Resources, describes professional associations, research institutions, government agencies, and grammar hotlines. Many professional associations, research institutions, and government agencies provide assistance with communication problems. Grammar hotlines can be called for immediate answers to punctuation, syntax, and spelling questions. Chapters 4-6 serve as a guide to general, written, and oral communication skills through a topical bibliography of books published between 1990 and 2004. Sources in Chapters 4-6 were selected for their emphasis on approaches, formats, checklists, guidelines, and sample documents. Author, title, publication information, and annotation are displayed. The inclusion of outlines, guidelines, sample documents, and similar items in the books is noted in the annotations. Chapter 4, Communication Skills, examines books that improve general communication skills, such as editing, grammar, and writing style. As proficiency in communicating affects all areas of the work environment, there is no excuse for lack of competency. The communication overviews found in the chapter allow anyone to learn to communicate more