Dealing with “Enronitis”: Written Communications for Building Investor Confidence  

Recently, investor confidence has deteriorated, in part due to the discovery of fraud at several large companies. As a result, many communications from those in the financial industry have attempted to regain investor trust and confidence. This paper reports my analysis of five such communications and the themes I found appearing in them: need for trust, history of continuous improvement, continued existence of high ethical and professional standards, and investor wisdom. In writing trust-building communications, technical communicators should note: trust is built in several ways, history does not always repeat itself, and emotions are very powerful factors in decision-making.

Bloch, Janel M. STC Proceedings (2003). Articles>Writing>Business Communication>Emotions

Mystery Fiction and the Technical Communicator: Emotion Separates Fiction from Fact   

Although technical documents and mysteries share certain characteristics, emotion separates the two types of writing. Mystery fiction may be popular among technical communicators because it engages both the analytical and the emotive parts of the readers' personality. This panel presentation describes techniques that mystery authors use to trigger readers' emotions. An awareness of these techniques can help technical communicators understand their affection for mysteries and stay clear about the purpose of their own work.

Jennings, Ann S. STC Proceedings (1999). Articles>Writing>TC>Emotions

"The Stories We Tell Ourselves" — Personal Writing for Technical Communicators  

Inside each of us live the stories we tell ourselves, things we say to ourself about ourself in our private moments. These stories create a world that, if seen more clearly, can nourish all the other worlds we live in. Practice in personal writing, sharing the result, and reflecting on the experience can bring three kinds of benefits: professional, by integrating more of our creative selves into our work lives; psychological, by giving expression to previously unacknowledged memories, desires, losses, and triumphs; and emotional, through learning to negotiate among available stones in the creation of our own.

Keene, Michael L., Diane S. Whitmer and Chuck M. Anderson. STC Proceedings (1996). Articles>Writing>Emotions

The Truth about Technical Writing    

In view of the contradiction that surrounds the term, perhaps the distinction of technical writing from other forms is as much emotional as actual.

Grossberg, Kathryn Milner. English Journal, The (1978). Articles>Writing>Technical Writing>Emotions

Emotional States of Computer Users in Times of Frustration

If there’s one undeniable characteristic of the frustrated computer user, it’s that her patience is gone. She will not be slowly flipping through the user manual. Notice her jerky movements. If she turns to the help (which she doesn’t here), she’ll search for keywords, skim rapidly, click quickly from topic to topic. As we write for users in this state of mind, we have to remember the hurry.

Johnson, Tom H. I'd Rather Be Writing (2009). Articles>Documentation>Technical Writing>Emotions