August 2012 Volume 59 Number 3 HELPDESK ENCOUNTERS WITH NONNATIVE SPEAKERS n INSTRUCTIONAL VIDEO n ACADEMIC CERTIFICATES n GRANT WRITING d2h_intercom_science_0512.qxd 5/8/2012 3:55 PM Page 1 ©2012 ComponentOne LLC. All rights reserved. All products and brand names are trademarks and/or registered marks of their respective holders. President Directors Alan Houser Bernard Aschwanden Ray Gallon Vice President Rich Maggiani Nicoletta A. Bleiel Tricia Spayer Secretary Alyssa Fox Treasurer Aiessa Moyna Immediate Past President Hillary Hart What is a technical communicator? Technical communicators develop and design instructional and informational tools needed to ensure safe, appropriate, and effective use of science and technology, intellectual property, and manufactured products and services. Technical communicators combine multimedia knowledge and strong communication skills with technical expertise to provide education across the entire spectrum of users’ abilities, technical experience, and visual and auditory capabilities. For more information visit www.stc.org/story/tc_tw.asp. The Society for Technical Communication is the largest association of technical communicators in the world. STC is currently classifying the Body of Knowledge for the field and communicating the value of technical communication. Its volunteer leadership continues to work with government bodies and standards organizations to increase awareness and accurate perception of technical communication. Membership is open to all with an interest in technical communication. Visit the STC Web site (www.stc.org) for details on membership categories, fees, and benefits. INDEX TO ADVERTISERS ADVERTISER TELEPHONE/FAX EMAIL/URL PAGE Doc-To-Help +1 (800) 858-2739/+1 (412) 681-4384 [email protected] C2 www.doctohelp.com Northeastern University +1 (877) 668-7727 http://pages.northeastern.edu/technical Net-Translators +1 (800) 320-1020/ +44-20-3393-8385/ www.net-translators.com 264 +972-3-5338633 Adobe Systems +91 120 2444711/ +91 120 2537681 [email protected] C3 www.adobe.com/products/ technicalcommunicationsuite.html MadCap Software +1 (858) 320-0387 / +1 (858) 320-0338 [email protected] C4 www.madcapsoftware.com EDITOR-IN-CHIEF AVON J. MURPHY DESIGN AND LAYOUT MENNO DE JONG Murphy Editing and Writing Services CONTENT WORX University of Twente [email protected] 1050 30th Street, NW [email protected] Washington, DC 20007 JANICE (GINNY) REDISH +1 (202) 465-8150 JACKIE DAMRAU Redish & Associates, Inc. Associate Editor, Book Reviews [email protected] ADVERTISING REPRESENTATIVE [email protected] Stacey O’Donnell CAROLYN RUDE Business Development Manager LYN GATTIS Virginia Tech Society for Technical Communication Associate Editor, Recent & Relevant [email protected] 9401 Lee Highway, Suite 300 [email protected] Fairfax, VA 22031-1803, USA KAREN A. SCHRIVER Direct: +1 (571) 366-1915 EDITORIAL ADVISORY BOARD KSA Communication Design & Research Fax: +1 (703) 522-2075 [email protected] THOMAS BARKER [email protected] Texas Tech University SHERRY G. SOUTHARD SUBSCRIPTIONS [email protected] East Carolina University [email protected] +1 (703) 522-4114 MICHELLE CORBIN IBM Corporation KIRK ST.AMANT REPRINT PERMISSIONS [email protected] East Carolina University [email protected] [email protected] CAROLINE JARRETT Effortmark Ltd [email protected] Technical Communication (ISSN 0049-3155, permit 0763-740) is published quarterly by the Society for Technical Communication, a nonprofit educational organization, 9401 Lee Highway, Suite 300, Fairfax, VA 22031-1803, USA. All rights reserved. Copyright © 2012 by Society for Technical Communication. Periodicals postage paid at Fairfax, VA 22030, USA, and at additional mailing offices. Canada Post Agreement Number 40045946. Send change of address information and blocks of undeliverable copies to P.O. 1051, Fort Erie, ON 12A 6C7, Canada. POSTMASTER: Send address changes to Technical Communication, 9401 Lee Highway, Suite 300, Fairfax, VA 22031-1803, USA. Printed in the USA. CHANGES OF ADDRESS AND CORRESPONDENCE: Notification of change of address for both STC members and nonmember subscribers should be sent to the STC office. Nonmember subscription rates (print version): $400 USD per year, $415 USD in Canada, ($435 USD overseas). Individual issues may be purchased from the Society office for $40 while supplies last. Distill complex ideas into succinct messages Earn your Master of Science in Technical Communication A proliferation of new technologies and applications has heightened the call for professionals who can communicate complex technical ideas—succinctly and articulately. In response, Northeastern University’s College of Professional Services offers the Master of Science in Technical Communication. This 100% online master’s degree is designed to enhance your technical communication skills and provide you with a foundation for applying those skills across a variety of audiences and contexts. Interested in learning more? Visit http://pages.northeastern.edu/technical or call 1.877.668.7727 • 100% Online • Rolling Admissions • Multiple Start Dates VOLUME 59, NUMBER 3 August 2012 ISSN 0049-3155 AUGUST 2012 Volume 59, Number 3 59, Number Volume August 2012 ARTICLES Volume 59 Number 3 APPLIED RESEARCH Technical HELPDESK ENCOUNTERS COMMUNICATION WITH NONNATIVE SPEAKERS 179 • Not That Button but the Other: Communication Technical of the Society for Journal Misunderstanding and Non-understanding in Helpdesk Encounters Involving Nonnative English Speakers Ardion Beldad & Michaël Steehouder n INSTRUCTIONAL VIDEO August 2012 n ACADEMIC CERTIFICATES n GRANT WRITING APPLIED RESEARCH TechCommAug3rdQrt.indd 1 8/21/12 12:50 PM DEPARTMENTS 195 New Modes of Help: Best Practices for 177 EDITORIAL Instructional Video The World of Intriguing and Beautiful Instructions Jason Swarts Menno D.T. de Jong, Editor 238 BOOK REVIEWS APPLIED RESEARCH Jackie Damrau, Editor 207 Current Overview of Academic ONLINE ONLY Certificates in Technical and Professional TECHCOMM.STC.ORG Communication in the United States E36 RECENT & Relevant Lyn Gattis, Editor Lisa Meloncon Tutorial 223 Modality Approach to Successful Grant Writing Karina Stokes STC OFFICE 9401 Lee Highway Suite 300 Fairfax, VA 22031-1803 +1 (703) 522-4114 Fax +1 (703) 522-2075 INSTRUCTIONS FOR AUTHORS About the Journal not been published before, and that the Microsoft Word files are preferred. If you use another word processor, a Rich Text Technical Communication is a peer-reviewed, manuscript is not under review elsewhere. quarterly journal published by the Society When using previously published Format (RTF) file is also acceptable. Organize your manuscript as follows: for Technical Communication (STC). materials (for example, images or text • Page 1: Cover page – Title of the It is aimed at an audience of technical excerpts), authors are responsible for manuscript, a running head, and the communication practitioners and academics. obtaining the permissions needed to reprint names, affiliations, and contact info The journal’s goal is to contribute to the copyrighted materials. of all authors body of knowledge of the field of technical The typical article length is between communication from a multidisciplinary 5,000 and 8,000 words. Exceptions are • Page 2: Structured abstract – A perspective, with special emphasis on the possible. summary of the article (maximum combination of academic rigor and practical Use up to three levels of headings, 250 words), using the headings relevance. and indicate them clearly. Do not number “Purpose,” “Method,” “Results,” and “Conclusion” Technical Communication publishes headings of sections and subsections. articles in five categories: • Page 3: Up to five keywords • Applied research – reports of FIRST-LEVEL HEADING and a practitioner’s take-away (maximum 100 words) – A bulleted practically relevant (empirical or (all caps, on a line by itself) analytical) research list summarizing the practical implications of the article • Applied theory – original Second-level heading contributions to technical • Page 4: Start of the manuscript communication theory (first word only capitalized, bold, on a line • References • Case history – reports on solutions to by itself) • Tables and figures – Start each table or technical communication problems figure on a new page. • Tutorial – instructions on processes Third-level heading (first word only Send the manuscript as an attachment or procedures that respond to capitalized, bold, followed by two spaces, to an e-mail message to the editor-in- new developments, insights, as part of the first line of the paragraph) chief, Menno de Jong (e-mail: TCEditor@ laws, standards, requirements, or gw.utwente.nl). technologies Except for the cover page, remove • Bibliography – reviews of relevant all identifying information from the Review Process research or bibliographic essays manuscript. This includes author names, The editor-in-chief will read your manuscript The purpose of Technical author affiliations, acknowledgments, and check its potential suitability for the Communication is to inform, not impress. and references to work in progress or journal. In the case of a positive outcome, the Write in a clear, informal style, avoiding unpublished manuscripts. manuscript will be sent to three independent jargon and acronyms. Use the first person Do not use footnotes. Instead, use referees for a double-masked review. On the and active voice. Avoid language that might author-date