Erin Friess

The Sword of Data: Does Human-Centered Design Fulfill Its Rhetorical Responsibility?

This article discusses human-centered design, the guiding philosophy and process for more than twenty years in the field of design from both practice and pedagogy perspectives.

Designing From Data: Rhetorical Appeals in Support of Design Decisions

This case study investigates how a group of novice technical communicators used appeals to support their design decisions during group meetings. The results of this ethnographic study suggest that although these technical communicators were well acquainted with user-centered design (UCD) concepts and claimed to actively practice UCD, their appeals often did not reference data collected within user-centered research and instead referenced designer-centric appeals to support their claims. This group’s overall use of appeals to support their design decisions suggests that more empirical study into UCD theory and practice as well as students’ argumentation skills is warranted.

Politeness, Time Constraints, and Collaboration in Decision-Making Meetings: A Case Study

Relatively little is known about the politeness strategies used by technical communicators and designers in group settings, particularly in the decision-making, collaborative meetings of a real-world, naturally occurring group. This study explores the degree to which members of a well-established group linguistically express concern for their fellow collaborators and how that concern may be affected by the type and imminence of their deadlines.

Defending design decisions with usability evidence: a case study

This case study takes a close look at what novice designers discursively use as evidence to support design decisions. User-centered design has suggested that all design decisions should be made with the concern for the user at the forefront, and, ideally, this concern should be represented by findings discovered within user-centered research. However, the data from a 12-month longitudinal study suggests that although these novice designers are well-versed with user-centered design theory, in practice they routinely do not use user-centered research findings to defend their design decisions. Instead these novice designers use less definitive and more designer-centered forms of evidence. This move away from the user, though perhaps unintentional, may suggest that design pedagogy may need to be re-evaluated to ensure that novice designers continue to adhere to the implications of user-centered research throughout the design process.

Update to who says what to whom? Assessing the alignment of content and audience between scholarly and professional publications in technical communication (1996–2013)

Academe-industry relations are an ongoing topic in the conversation on technical communication. Key issues in the conversation include alignment between academic curricula and industry needs, the effectiveness of the preparation provided by academic programs, and the alignment of interests between the two groups. However, no study has attempted to empirically assess the extent of the academic and industry alignment empirically. This paper provides updated results from our ongoing exploration of this issue. It is guided by the following questions: (1) What content areas are covered by both peer-reviewed and trade publications?, (2) What content areas are unique to each type of publication?, and (3) Who is the intended audience of the content? To assess this alignment, we coded for three major content areas in a random sample of 986 articles published between 1996 and 2013 in four leading peer-reviewed journals (IEEE Transactions on Professional Communication, Journal of Business and Technical Communication, Technical Communication, and Technical Communication Quarterly) and one publication for practicing technical communicators (Intercom).

What are the most common title words in technical communication publications

While titles are an important component of scholarly and trade publications, they have been understudied within the field of professional and technical communication. In particular, the field has not empirically analyzed the titles of publications within our discipline. Such empirical study can present a clearer picture of how our field has evolved and what are the theoretical and practical tenets of our discipline. In this study, we begin to explore these issues. First, in a corpus that includes the title of every article published in the five major technical communication scholarly publications and the one trade publication between 1996 and 2013, we determine what the most common words used within titles are. We then determine what words are unique to scholarly publications or trade publications. Finally, we explore how the common words have changed over time.

“Bring the Newbie Into the Fold”: Politeness Strategies of Newcomers and Existing Group Members Within Workplace Meetings

This study investigates politeness strategies within meetings of designers who met face-to-face and technical communicators who met via teleconference and, more specifically, politeness strategies of existing members toward group newcomers and vice versa. Based on the results of this study, I suggest that issues of power and social distance affect politeness strategies by both groups during their initial interactions and suggest that technical communication educators should better prepare students by teaching benefits, detriments, and realities of particular linguistic politeness choices.

Rhetorical Appeals of Professional Designers in Decision-Making Sessions

Research problem: No study has observed the argumentative choices and appeals used by professional designers to support their claims as they engage in decision-making sessions. In particular, we do not know how user-derived data are applied by professional designers in their decision-making arguments. Research questions: (1) What kinds of evidence and appeals do advocates of user-centered design use when supporting claims within design decision-making sessions? (2) How do evidence and appeals used by professional designers compare to evidence and appeals used by previously studied novice designers? Literature review: Previous research of user-centered design that also incorporates data-driven personas has concluded that while some observed groups dedicated to user-centered design see personas as a way to further improve upon user-centered design methods, personas rarely become an integrated part of the design process and are often not incorporated in recommended ways. Prior research of decision-making within the design process has concluded that decision-making is a highly variable, but often deeply collaborative activity that can be assessed through a variety of argumentative lenses, including the Toulmin model of argument. Methodology: In this case study, a one-week, onsite exploratory observation was conducted in the workplace of professional designers. All meetings were recorded and subsequently transcribed. Postobservation interviews were also conducted with the participants. A discourse-based analysis was conducted on the transcriptions to identify the various types of rhetorical appeals and evidence used by the designers during their decision-making meetings. Results and conclusions: This onsite observation found that this particular group of designers supported about 50% of their claims with evidence, with 5.1% of the evidence in support of a claim referencing user data, and 33.4% of evidence in support of a claim referencing the designers own opinion. These results suggest, among other things, that personas (the key user-centered design tool used by the observed group) are perhaps not necessarily a helpful rhetorical tool for persuasion in decision-making meetings, that designers who conduct user research are more likely to reference user data in support of claims, that these designers might have a broad notion of what constitutes user data, and that prior experience can serve as a powerful persuasive force. In addition, appeals to user data were the least common type of appeal employed by the novice and professional designers. However, this exploratory study is limited by the condensed observation time and its single group of designers. Future studies may use the methodology established here to explore the uses of evidence of additional groups.

Cultivating a Sense of Belonging: Using Twitter to Establish a Community in an Introductory Technical Communication Classroom

ABSTRACT The introductory technical communication class serves many purposes, but perhaps an understudied purpose is the class’s role in university retention and persistence. In this study, students used Twitter to complete biweekly assignments as a way to develop a sense of belonging, which is an important component to retention and persistence. Authors explore how this Twitter intervention affected students’ sense of belonging, their creation of an online community, and their continued pursuit of a technical communication education.

Are we missing the boat? A roundtable discussion on research methods and how they define our field

Despite continued sustainability as an academic field of study, researchers of technical communication have struggled with employing appropriate research methods in their studies. In this panel, the panelists will each discuss an aspect of this struggle framed within their own experiences and expertise. Topics will include the quality of evidence in research studies; quality of methodology in workplace studies; current trends in technical communication research; and alternative methods for answering technical communications research questions. We will then facilitate a discussion with the attendees to further explore this ongoing concern in the field.