商务交际英语chapter7TechnicalCommunication.pptVIP

Chapter 7 Technical Communication 技术文件写作 Basic Definitions(基本概念): 1.instructions(使用说明): instructions tell readers how to do something. 2.manuals(操作手册): manuals are sets of instructions combined with explanations, descriptions, definitions, and other related information. 3.description(过程描述): a description is a verbal and visual picture of something.正规物品、机械设备 4.persuasive writing(说服性文件): persuasive writing often is used in work settings when presenting new procedures or other changes that require acceptance by employees.促销信、托收信 5. proposal(商务建议书): a proposal is a formal report that describes a problem and recommends a solution. 合理处理书籍退货 　　Benjamin Contreras在一个大出版公司的储运部工作。当客户退回损坏的图书时，对于打开污损图书的包装的工作人员来说，那些损坏的图书不是很明显。他们有时会将这类书又放回仓库的架子上去。污损的图书接着再次被运送到预定了图书的另一个客户处。那个客户发现这些污损的图书，又将它们退回来，通常会伴随着对这种麻烦的抱怨。 　　Benjamin认为公司可以藉创立一种分辨污损图书的标签以避免送出损坏的图书。公司可以将这种新标签分发到想要退还污损图书的客户处。当污损的图书带着新标签回到仓库时，工作人员应该表扬这些退回图书的客户，然后销毁这些污损图书。 　　Benjamin的上司，Karen Horner，喜欢这个主意并请人制作好了新标签。她要求Benjamin给客户们写一封信，解释如何使用这种标签。Karen同时还决定让Benjamin为退回图书写一份完整的使用说明。有了使用说明后就能防止过去客户用错误方法退书，或发送图书到错误的地方这类事情再度发生。她还让Benjamin为其他部门的工作人员写一份退书过程描述，因为他们经常询问有关情况。 　　Benjamin阅读了很多种使用说明书，认为过程描述与使用说明非常相似。他认为他可以把写给客户的使用说明发给其他同事。Benjamin关心客户对使用说明的反应。他经常给这些客户打电话，了解到他们非常忙，显得没有耐心。他们可能不会阅读这些使用说明。还有一些人甚至一收到这些使用说明便会不高兴。 Case Summary(案例总结) By carefully considering the customers needs, Benjamin writes clear instructions in a step-by-step format that invites the customers to read and follow them. He decides to begin his instructions to the customers with a persuasive message. Benjamin explains how following the procedure will ensure that they receive the proper credit for returning books and avoid being billed for books that were not properly labeled when they arrived back at the publisher. After learning more about process descriptions, Benjamin decides to write one for the other staff at his company. He realizes that the staff needs to understand the general procedure for returning books. Since they will not be returning the books thems