PART Ⅰ：Backgrounds 背景 1
Chapter 1:Getting Started:Writing and Your Career 起步 3
Writing—An Essential Job Skill 写作——必不可少的工作技能 3
Writing for the Global Marketplace 面向全球市场的写作 6
Competing for International Business 竞争国际业务 6
Communicating with Global Audiences:Seeing the World Through Their Eyes 与国际客户沟通：从他们的视角看世界 6
Cultural Diversity at Home 公司内部的文化多样性 8
Using International English 使用国际英语 8
Four Keys to Effective Writing 有效写作的四个关键因素 8
Identifying Your Audience 确定目标读者 10
Establishing Your Purpose 建立写作目标 15
Formulating Your Message 构建信息 16
Selecting Your Style and Tone 选择风格和语气 18
Characteristics ofJob-Related Writing 职场写作的特点 20
1．Providing Practical Information 提供实用信息 20
2．Giving Facts,Not Impressions 提供事实，而非印象 21
3．Providing Visuals to Clarify and Condense Information 通过视觉手段阐明和浓缩信息 21
4．Giving Accurate Measurements 提供精确的计量单位 23
5．Stating Responsibilities Precisely 明确职责 24
6．Persuading and Offering Recommendations 说服和提供建议 24
Ethical Writing in the Workplace 符合道德规范的职场写作 27
Ethical Requirements on the Job 职场中的道德要求 29
International Readers and Ethics 国际读者和道德标准 29
Employers Insist On and Monitor Ethical Behavior 雇主坚持并监督员工的职业道德 30
Some Guidelines to Help You Reach Ethical Decisions 有助于达成道德决策的几条准则 31
Ethical Dilemmas 道德困境 33
Writing Ethically on the Job 符合职业道德的写作 34
Successful Employees Are Successful Writers 成功的雇员也是成功的写作者 36
Revision Checklist 37
Exercises 38
Chapter 2:The Writing Process at Work 写作过程 43
What Writing Is and Is Not 写作是什么，不是什么 43
What Writing Is 写作是什么 43
What Writing Is Not 写作不是什么 44
The Writing Process 写作过程 44
Researching 调研 44
Planning 策划 45
Drafting 起草 50
Revising 修改 55
Editing 编辑 59
Chapter 3:Collaborative Writing and Meetings at Work 合作写作及会议要点 76
Teamwork Is Crucial to Business Success 团队合作是业务成功的关键 76
Advantages of Collaborative Writing 合作写作的优势 78
Collaborative Writing and the Writing Process 合作写作和写作过程 80
Case Study:Collaborative Editing 案例研究：合作编辑 81
Guidelines for Setting Up a Successful Writing Group 建立一支成功的写作团队的准则 83
Ten Proven Ways to Be a Valuable Team Player 成为有价值的团队成员的十条准则 84
Sources of Conflict in Collaborative Groups and How to Solve Them 合作团队中的冲突起因及解决方案 85
Common Problems,Practical Solutions 常见问题和切实可行的解决方案 85
Models for Collaboration 合作模式 87
Cooperative Model 协作模式 88
Sequential Model 序列模式 88
Functional Model 功能模式 88
Integrated Model 综合模式 91
Case Study:Evolution of a Collaboratively Written Document 案例研究：合作写作文件的形成 91
First Draft 第一稿 93
Subsequent Drafts 后续稿 95
Final Copy 最终稿 97
Computer-Supported Collaboration 电脑辅助的合作 97
Advantages of Computer-Supported Collaboration 电脑辅助的合作的优势 99
Types of Groupware 群件的类型 100
Models for Computer-Supported Collaboration 电脑辅助的合作模式 105
Avoiding the Pitfalls of Computer-Supported Collaboration 如何避免电脑辅助合作中的错误 106
Meetings 会议 107
Planning a Meeting 策划会议 107
Creating an Agenda 设计议程 108
Observing Courtesy at a Group Meeting 在会议中遵守礼仪 109
Writing the Minutes 做会议记录 110
Taking Notes 做笔记 113
Revision Checklist 114
Exercises 115
PART Ⅱ：Correspondence 信函 119
Chapter 4:Writing Routine Business Correspondence:Memos,Faxes,E-Mails,I Ms,and Blogs 写作日常商务信函 121
What Memos,Faxes,E-Mails,IMs,and Blog Posts Have in Common 备忘录、传真、电子邮件、即时通讯、博客的共同点 121
Memos 备忘录 122
Memo Protocol 备忘录协议 122
E-Mail or Hard Copy？ 用电子邮件还是纸质信函？ 124
Memo Audience,Style,and Tone 备忘录的读者、风格和语气 124
Memo Format 备忘录的格式 127
Strategies for Organizing a Memo 撰写备忘录的策略 129
Routing Memos 发送备忘录 129
Faxes 传真 130
Guidelines for Sending Faxes 发送传真的准则 130
E-Mail 电子邮件 131
Business E-Mail Versus Personal E-Mail 商业电子邮件与个人电子邮件 131
E-Mails Are Legal Records 电子邮件是有法律效力的记录 132
Guidelines for Using E-Mail 使用电子邮件的准则 134
When Not to Use E-Mail 何时不宜使用电子邮件 140
Instant Messages(IMs)for Business Use 商业用途的即时通信 140
When to Use IMs Versus E-Mails 即时通信与电子邮件的取舍 140
Guidelines on Using IMs in the Workplace 职场上使用即时通信的准则 142
Blogs 博客 142
Guidelines for Writing Internal Blogs 撰写内部博客的准则 143
Guidelines for Writing External Blogs 撰写外部博客的准则 145
Revision Checklist 149
Exercises 150
Chapter 5:Writing Letters:Some Basics for Audiences Worldwide 信函写作 153
Letters in the Age ofthe Internet 互联网时代的信函 153
Letter Formats 信函格式 154
Full Block Format 齐头格式 154
Modified Block Format 折中格式 154
Continuing Pages 连续页 157
Parts of a Letter 信函的组成部分 157
Date Line 日期 157
Inside Address 信内地址 157
Salutation 称呼语 159
Body of the Letter 信函主体 159
Complimentary Close 信末客套语 159
Signature 签名 160
Enclosure(s) Line 随信附件提示语 160
Copy Notation 抄送 160
The Appearance ofYour Letter 信函的外观 161
Organizing a Standard Business Letter 如何撰写标准的商业信函 162
Making a Good Impression on Your Reader 给读者留下良好印象 164
Achieving the“You Attitude”:Four Guidelines 树立以读者为中心的态度：四条准则 165
International Business Correspondence 国际商业通信 170
Guidelines for Communicating with International Readers 与国际读者沟通应遵循的准则 173
Respecting Your Readet's Nationality and Ethnic/Racial Heritage 尊重读者的国家、民族和种族习惯 181
Case Study:Writing to a Client from a Different Culture 案例研究：致信给不同文化背景的客户 183
Two Versions of a Sales Letter 两个版本的销售信函 183
Chapter 6:Types of Business Letters 商务信函类型 195
Formulating Your Message 组织编排信息 195
The Four Most Common Types of Business Letters 四种最常见的商务信函 196
Inquiry Letters 咨询函 197
Special Request Letters 特殊要求函 197
Sales Letters 销售信函 201
Preliminary Guidelines 做好准备工作 201
The Four A's of Sales Letters 有效销售信函的四个A 203
Customer Relations Letters 客户关系信函 207
Diplomacy and Reader Psychology 交际策略和读者心理 207
The Customers Always Write 客户总是写信 208
Planning Your Customer Relations Letters—Preliminary Guidelines 设计客户关系信函——准备步骤 208
Follow-Up Letters 跟进信 212
Complaint Letters 投诉信 212
Adjustment Letters 答复信 218
Refusal-of-Credit Letters 回绝信 226
Collection Letters 收款信 228
Sending Letter-Quality Messages:Final Advice to Seal Your Success 撰写高质量的信函：助您迈向成功的几点建议 233
Chapter 7:How to Get a Job:Searches,Dossiers,Portfolios,Résumés,Letters,and Interviews 求职 241
Steps the Employer Takes to Hire 雇主招聘的步骤 241
Steps to Follow to Get Hired 应聘成功的步骤 242
Analyzing Your Strengths and Restricting Your Job Search 分析你的优势，限定你的工作搜索范围 243
Looking in the Right Places for a Job 在正确的地方找工作 243
Dossiers and Career Portfolios/Webfolios 档案和职业文件夹／网上文件夹 246
Dossiers 档案 247
Career Portfolios/Webfolios 职业文件夹／网上文件夹 248
Preparing a Résumé 准备简历 251
What Employers Like to See in a Résumé 雇主喜欢在简历中看到什么 251
The Process of Writing Your Résumé 写简历的步骤 253
Parts of a Résumé 简历的组成部分 254
Organizing Your Résumé 组织简历 261
The Online Résumé 在线简历 266
Letters of Application 求职信 273
How Application Letters and Résumés Differ 求职信与简历的不同之处 273
Writing the Letter of Application 如何写求职信 273
Going to an Interview 参加面试 281
Preparing for the Interview 为面试做准备 281
Questions to Expect at Your Interview 面试中可能会被问到的问题 282
What Do I Say About Salary？ 如何谈薪水的问题 283
Questions You May Ask the Interviewer(s) 你可以向面试者提的问题 283
What Interviewer(s) Can't Ask You 面试者不能问你的问题 283
Ten Interview Dos and Don'ts 面试中的十项行为准则 284
The Follow-Up Letter 后续信 286
Accepting or Declining a Job Offer 接受或拒绝一个工作机会 286
Searching for the Right Job Pays 寻找正确的工作令你受益无穷 286
PART Ⅲ：Gathering and Summarizing Information 搜集和总结信息 295
Chapter 8:Doing Research and Documentation on the Job 工作中的研究和归档 297
Some Research Scenarios 一些研究的场景 298
The Differences Between School and Workplace Research 学校和职场所做研究的差异 299
Characteristics of Effective Workplace Research 有效的职场研究的特点 300
The Research Process 研究过程 301
Two Types of Research:Primary and Secondary 两种类型的研究：初级研究和二级研究 303
Case Study:Primary and Secondary Research in the Real World 案例研究：现实世界中的初级和二级研究 305
Primary Research 初级研究 310
Direct Observation,Site Visits,and Tests 直接观察、现场访问和测试 310
Interviews and Focus Groups 采访和焦点小组 311
Surveys 调查 318
Secondary Research 二级研究 325
Libraries 图书馆 325
Periodical Databases 期刊数据库 330
Reference Materials 参考材料 334
Internet Searches 互联网搜索 340
Evaluating Websites 评估网站 346
Note Taking 做笔记 348
The Importance of Note Taking 做笔记的重要性 348
How to Take Effective Notes 如何有效地做笔记 348
What to Record 记录的内容 349
To Quote or Not to Quote 是否照录原文 350
Documenting Sources 引用文献资料 353
The Ethics of Documentation:Determining What to Cite 引用文献资料的道德规范：决定引用哪些内容 353
Documentation Styles 引用格式 354
What MLA and APA Have in Common MLA和APA的共同点 355
Following MLA Style MLA格式 355
Following APA Style APA格式 365
A Business Research Report 商业研究报告 374
Conclusion 结论 389
Revision Checklist 389
Exercises 390
Chapter 9:Summarizing Information at Work 总结工作中的信息 398
The Importance ofSummaries in Business 工作中总结的重要性 398
Contents of a Summary 总结的内容 399
What to Include in a Summary 总结中应包括什么 400
What to Omit from a Summary 总结中应避免什么 400
Preparing a Summary 准备一份总结报告 401
Case Study:Summarizing an Original Article 案例研究：总结一篇文章 403
Executive Su mmaries 执行摘要 408
What Managers Want to See in an Executive Summary 经理们想在摘要中看到什么 408
Organization of an Executive Summary 执行摘要的组织结构 412
Evaluative Summaries 评价报告 412
Guidelines for Writing a Successful Evaluative Summary 撰写成功的评价报告的准则 413
Evaluating the Content 对内容的评价 414
Evaluating the Style 对形式的评价 414
Abstracts 摘要 417
Differences Between a Summary and an Abstract 总结与摘要的区别 417
Writing the Informative Abstract 撰写告知性的摘要 419
Writing the Descriptive Abstract 撰写描述性的摘要 420
Writing Successful News Releases 撰写成功的新闻稿 420
Subjects Appropriate for News Releases 适用于新闻稿的主题 420
News Releases About Bad News 有关坏消息的新闻稿 422
Topics That Do Not Warrant a News Release 不适合用于新闻稿的话题 423
Organization of a News Release 新闻稿的组织结构 423
Style and Tone of a News Release 新闻稿的风格和语气 427
Revision Checklist 427
Exercises 428
PART Ⅳ：Preparing Documents and Visuals 准备文件及视图资料 435
Chapter 10:Designing Clear Visuals 设计清晰的视图 437
Visual Thinking in the Workplace 职场中的视觉化思考 437
The Purpose of Visuals 运用视图的目的 438
Types of Visuals and Their Functions 视图的类型及其功能 439
Choosing Effective Visuals 选择有效的视图 439
Ineffective Visuals:What Not to Do 无效的视图：不应做什么 443
Inserting and Writing About Visuals:Some Guidelines 如何插入和描述视图 444
Identify Your Visuals 标注和说明视图 444
Cite the Source for Visuals 注明视图来源 445
Insert Your Visuals Appropriately 在适当位置插入视图 445
Introduce Your Visuals 介绍视图 447
Interpret Your Visuals 说明视图 447
Two Categories of Visuals:Tables and Figures 视图分为两种：表和图 448
Tables 表 448
Parts of a Table 表的构成 448
Guidelines for Using Tables 使用表格的准则 449
Figures 图 451
Graphs 曲线图 451
Charts 饼图、条形图、柱状图、组织结构图和流程图 455
Maps 地图 463
Photographs 照片 464
Drawings 图画 469
Clip Art 剪贴画 470
Using Visuals Ethically 使用视图须符合道德规范 472
Guidelines for Using Visuals Ethically 使用视图的道德规范 474
Using Appropriate Visuals for International Audiences 针对国际读者使用适当的视图 479
Visuals Do Not Always Translate from One Culture to Another 视图并不能在不同文化间通用 479
Guidelines for Using Visuals for International Audiences 针对国际读者使用视图的准则 480
Conclusion 结论 482
Chapter 11:Designing Successful Documents and Websites 设计成功的文件及网站 491
Organizing Information Visually 以视觉角度组织信息 491
Characteristics of Effective Design 有效设计的特点 492
Desktop Publishing 桌面出版 493
Type 字体 493
Templates 模板 493
Graphics 图形 494
Before Choosing a Design 选择版式设计前应注意的问题 495
The ABCs of Print Document Design 打印文件的基本知识 496
Page Layout 页面设置 496
Typography 版面样式 501
Graphics 图形 505
Using Color 颜色的使用 506
Poor Document Design:What Not to Do 糟糕的文件设计：不应做什么 507
Writing For and Designing Websites 编写和设计网站 508
The Organization of a Website—The Basics 网站的组织结构：基本知识 508
Web Versus Paper Pages 网页与纸页的差异 509
Web Versus Print Readers 网页浏览者与传统读者的差异 510
Case Study:Converting a Print Document into a Website 案例研究：将打印文件转换至网页 510
Guidelines for Designing and Writing a Successful Homepage 如何设计和编写成功的主页 512
Creating Storyboards for Websites and Other Documents 为网站和其他文件创建故事板 518
Four Rules ofEffective Page Design:A Wrap-Up 有效的页面设计的四条准则 520
Chapter 12:Writing Instructions and Procedures 撰写说明书及章程 526
Instructions and Your Job 说明书与你的工作 526
Why Instructions Are Important 说明书的重要性 526
Safety 安全性 527
Efficiency 有效性 528
Convenience 方便性 528
The Variety of Instructions:A Brief Overview 说明书的多样性 528
Assessing and Meeting Your Audience's Needs 评估并满足读者的需求 528
Key Questions to Ask About Your Audience 确定读者需求的几个关键问题 529
Writing Instructions for International Audiences 为国际读者撰写说明书 530
Two Case Studies on Meeting Your Audience's Needs 有关如何满足读者需求的两个案例研究 532
The Process of Writing Instructions 撰写说明书的过程 533
Plan Your Steps 计划操作步骤 533
Do a Trial Run 做一次试运行 536
Write and Test Your Draft 写作并测试你的草稿 536
Revise and Edit 修改和编辑 536
Using the Right Style 使用正确的文体 537
Using Visuals Effectively 有效地使用视图 538
Guidelines for Using Visuals in Instructions 在说明书中使用视图的准则 538
The Five Parts of Instructions 说明书的五个部分 539
Introduction 介绍 539
List of Equipment and Materials 设备和材料清单 541
Steps for Your Instructions 说明书的步骤 542
Warnings,Cautions,and Notes 警告、注意和说明 544
Conclusion 结论 546
Model of Full Set of Instructions 全套说明书的范例 546
Writing Procedures for Policies and Regulations 撰写有关政策和规章的章程 554
Some Examples of Procedures 一些章程的举例 554
Meeting the Needs of Your Marketplace 满足市场需求 554
Some Final Advice 几点建议 555
Revision Checklist 558
Exercises 558
Chapter 13:Writing Winning Proposals 写作具有竞争力的提案 561
Writing Successful Proposals 撰写成功的提案 561
Characteristics of Proposals 提案的特点 562
Proposals Vary in Size and Scope 提案的篇幅和范围各有不同 562
Proposals Are Persuasive Plans 提案是有说服力的计划 563
Proposals Frequently Are Collaborative Efforts 提案常常是团队合作的成果 563
Types of Proposals 提案的类型 564
Solicited Proposals and Requests for Proposals 征求提案和提案要求 564
Unsolicited Proposals 非征求提案 565
Internal and External Proposals 内部和外部提案 569
Guidelines for Writing a Successful Proposal 撰写成功的提案的准则 570
Internal Proposals 内部提案 573
Typical Topics for Internal Proposals 内部提案的常见主题 573
Following Corporate Policy 遵循企业政策 578
Ethically Resolving and Anticipating Readers'Problems 合理预见和解决目标读者的问题 578
Organization of an Internal Proposal 内部提案的组织结构 579
Sales Proposals 销售提案 581
The Audience and Its Needs 目标读者及其需求 581
Organizing a Sales Proposal 如何构建销售提案 581
Proposals for Research Reports 申请撰写研究报告的提案 587
Organization of a Proposal for a Research Report 申请撰写研究报告的提案的组织结构 587
A Final Reminder 几点提示 592
Revision Checklist 592
Exercises 593
Chapter 14:Writing Effective Short Reports 写作有效的短篇报告 599
Types of Short Reports 短篇报告的类型 599
Guidelines for Writing Short Reports 写作短篇报告的准则 601
Do the Necessary Research 进行必要的调研 601
Anticipate How an Audience Will Use Your Report 预先考虑读者将如何使用你的报告 602
Be Objective and Ethical 保持客观，遵守道德规范 603
Organize Carefully 审慎地谋篇布局 604
Write Clearly and Concisely 写作应清晰简明 604
Use an Appropriate Format and Visuals 使用适当的格式和视图 605
Case Study:A Poor and an Effective Short Report 案例研究：拙劣的短篇报告和有效的短篇报告 606
Periodic Reports 定期报告 610
Sales Reports 销售报告 610
Progress Reports 进度报告 610
Audience and Length for a Progress Report 进度报告的读者和长度 611
Frequency of Progress Reports 进度报告的频度 616
Parts of a Progress Report 进度报告的组成部分 616
Trip/Travel Reports 旅行报告 617
Questions Trip/Travel Reports Answer 旅行报告所回答的问题 617
Common Types of Trip/Travel Reports 旅行报告的常见类型 618
Test Reports 测试报告 625
Questions Your Report Needs to Answer 测试报告需回答的问题 625
Case Study:Two Sample Test Reports 案例研究：两份测试报告样本 625
Incident Reports 事故报告 629
When to Submit an Incident Report 何时应提交事故报告 630
Parts of an Incident Report 事故报告的组成部分 630
Protecting Yourself Legally 合法地保护自己 632
Short Reports:Some Final Thoughts 有关短篇报告的几点提议 633
Revision Checklist 634
Exercises 634
Chapter 15:Writing Careful Long Reports 仔细写作长篇报告 638
How a Long Report Differs from a Short Report 长篇报告与短篇报告的差异 638
Scope 范围 639
Research 研究 639
Format 格式 641
Timetable 时间 641
Audience 读者 641
Collaborative Effort 合作 641
The Process of Writing a Long Report 撰写长篇报告的过程 642
Parts of a Long Report 长篇报告的组成部分 643
Front Matter 前文 643
Text of the Report 报告正文 647
Back Matter 附属资料 651
A Model Long Report 长篇报告范例 651
Final Words of Advice About Long Reports 有关长篇报告的几点建议 668
Revision Checklist 668
Exercises 669
Chapter 16:Making Successful Presentations at Work 职场中的成功演示 670
Types of Presentations 演示的类型 670
Informal Briefings 非正式情况介绍会 670
Guidelines for Preparing Informal Briefings 如何准备非正式介绍会 671
Using Telephones and Cell Phones Effectively 有效使用电话和手机 671
Telephone Etiquette 电话礼仪 671
Formal Presentations 正式演示 673
Analyzing Your Audience 分析你的听众 673
The Parts of Formal Presentations 正式演示的组成部分 675
Presentation Software 演示软件 680
Noncomputerized Presentations 没有电脑的演示 683
Rehearsing Your Presentation 预演演示 684
Delivering Your Presentation 进行演示 685
Evaluating Presentations 评估演示 688
Revision Checklist 691
Exercises 691