Description
I need a technical manual written with instructions pictures warnings as well about a pen that can also be a projector or something innovative from dragon’s den or shark tank
Unformatted Attachment Preview
What should be included in an instructional manual for this kettle?
What should be included in an instructional manual for this kettle?
1. Product name, manufacturer name, product code
2. Product purpose
3. Important safeguards – Safe handling information
4. Labelled diagram of main parts/components
5. Before using the device
6. Step-by-step how to use instructions with warnings and tips
7. Special features (boil-dry protection, timer, safety chord…)
8. Cleaning and maintenance
9. Expected problems & special care: troubleshooting
10. End of life (environmental) disposal
11. Warranty, customer service contact
Assignment 3: Technical User Manual (Group Assignment—15% of Grade)
COMM 2312: Technical and Professional Communication
Fall 2023
Think about the last time you consulted a user manual. Maybe it was to reference your vehicle’s oil type,
recommended tire pressure or air filter location. The point is: no one reads a user manual from beginning to end. A
successful user manual provides quick answers in easy to understand terms. The most effective user manuals are
organized to give users fast access to information.
The best writers understand their audience. When authoring manuals, writers must think like the end user and
understand how the product will be used. This involves anticipating the end user’s skill level, most basic needs
from the documentation and what problems led to referencing the manual.
Manual content should be written so that it presents the problem, offers a solution and presents methods toward
achieving the solution. To achieve this, the writers should focus on the goal of outlining the steps necessary for
accomplishing the task at hand.
User manual content can range from less than a dozen to hundreds of pages. Generally, the more complex the
product, the lengthier the manual. At its core, a user manual is a set of instructions presented in a style and format
that facilitates quick reference, and helps the product to succeed in the market.
Here are six important components of effective user manuals:
1. Table of Contents
A table of contents is a list of its chapter or section titles or brief descriptions with their page numbers. It should be
an automatic table of contents (if you still do not know how to make it, check on YouTube or ask aa friend).
2. Introduction
Your user documentation should be comprehensive and provide accurate help to customers. That is when
customers will start using it frequently for problem-solving. Your customers should be able to trust the information
provided in the document. Therefore, provide general information about your company and the product in this
section.
3. Procedural Steps
This is the main body of the user manual, and will most likely involve a problem that cannot easily be summarized
or explained. Logical, numbered steps help the user solve a problem. To aid in clarity, illustrations or videos can
help with component or experience visualization.
4. Content Clarity
Whenever possible, avoid technical language that may isolate audience segments. Imagine you are writing for a
junior high school student. Tables and graphs can help show how sections of content relate, compliment and
contrast.
5. Glossary of Terms
Every industry has its own language and vocabulary, but some users may not be familiar with even the most
commonly used terms. A glossary of terms not only serves as a reference tool, but also gives each term a “home,”
eliminating the need for the writer to repeatedly re-state and re-explain definitions.
6. Precautionary Information
Warnings, notes of caution and danger notices aid user safety and help the manufacturer address liability concerns
related to the product. Use universal graphic symbols to represent each type of risk to the end user.
1
Writing Instructions & Procedures
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Technical Descriptions, Specifications,
and Marketing Materials.
Source:
Lannon, J. M. & Gurak, L. J. (2022). Technical and professional
Communication (15th Edition). Harlow: Pearson
Chapter 19: Instructions and procedures – Pp. 463-479
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Instructions
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What do instructions do?
• Instructions spell out the steps required for completing a task or a
series of tasks (e.g., installing printer software on your computer or
operating an electron microscope).
• The audience might be someone who doesn’t know how to perform
the task or someone who wants to perform it more effectively.
• Effective instructions enable people to complete a job safely and
efficiently.
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What do procedures do?
• Procedures are a special type of instructions, or official guidelines.
• Procedures ensure that all members of a group (e.g., employees at
the same company) follow the same steps to perform a particular
task.
• Company policy sets out the strategic aim your procedure tells your
managers how to implement it, and your work instructions show
people how to perform specific actions.
• For example, many companies have a health and safety policy and
procedures in place that must be followed to make sure everyone
acts safely to ensure staff act accordingly, in case of fire or emergency
when evacuating a building or responding to emergencies.
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The role of instructions on the job
• Almost anyone with a responsible job writes and reads instructions.
• For example, you might instruct new employees on how to activate
their voicemail system or advise a customer about shipping
radioactive waste.
• An employee going on vacation typically writes instructions for the
person filling in.
• When people buy a new computer, tablet, or any other electronic
device, they turn to the instruction manual or quick reference card to
get started.
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•Considering audience and purpose
19.1 Describe the audience and purpose of instructions in the workplace
• Before preparing instructions, find out how much your audience already knows
about the task(s) involved.
For example, technicians who have done this procedure often (e.g., fixing a
jammed photocopier) will need only basic guidelines rather than detailed
explanations.
• While a more general audience (e.g., consumers trying to set up and use a new
smart speaker or home security system) will need step-by-step guidance.
• A mixed audience (some experienced people and some novices) may require a
layered approach; for instance, some initial basic information with a longer
section later that has more details.
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Considering audience and purpose
The general purpose of instructions is to help people perform a task. The task may
be simple (inserting a new toner cartridge in a printer) or complex (using an
electron microscope). Whatever the task, people will have some basic questions:
• Why am I doing this?
• How do I do it?
• What materials and equipment will I need?
• Where do I begin?
• What do I do next?
• What could go wrong?
Because they focus squarely on the person who will “read” and then “do,”
instructions must meet the highest standards of excellence.
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•Formats for Instructional Documents
19.2 Recognize the various formats for instructions
• Instructional documents take various formats. Here are some of the most
common ones:
• Manuals (Figure 19.1) are the most comprehensive form of instructions, often
containing instructions for using the product along with descriptions,
specifications, warnings, and troubleshooting advice. For a complex product (such
as a 3D printer) or procedures (such as cleaning a hazardous waste site), manuals
can be quite long (like a book).
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•Formats for Instructional Documents
19.2 Recognize the various formats for instructions
• Quick reference materials (Figures 19.2 and 19.6) typically fit on a single page or
a small card.
• The instructions focus on basic steps for people who only need enough
information to get started and perform the task.
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Formats for Instructional Documents
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Formats for Instructional Documents
19.2 Recognize the various formats for instructions
• Assembly guides (Figure 19.4) are a common form of instructions found with
consumer products (such as furniture, home repair items, and appliances) that
describe how to assemble parts into a final product.
• These guides can be one page, or several pages long and usually rely heavily on
visuals (Figure 19.5).
• Web-based instructions (Figure 19.3) allow readers to click on links to explore
more information beyond the basic instructions on the main page.
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Formats for Instructional Documents
19.2 Recognize the various formats for instructions
• Online help (Figure 19.8) is part of most software packages. These instructions
are “context sensitive”—that is, the help system recognizes what you are trying to
accomplish (how to create a table in Microsoft Word, for example), provides a
brief explanation if needed, and then guides you to that function.
• Except for Web-based and online instructions, most other instructional
documents are available in both print and PDF. Since consumers tend to lose the
original manual that came with the product, PDF versions are usually available on
the company Web site.
• Regardless of its format, any set of instructions must meet the strict legal and
usability requirements discussed on the following pages.
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Faulty Instructions and Legal Liability
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Faulty Instructions and Legal Liability
19.3 Appreciate how instructions have serious legal implications
• If you write, design, or are in any other way involved in researching and
creating instructional documents, you need to remember that instructions
have serious ethical and legal implications and that you, as part of the
team, are responsible for making the material accurate and safe. Numerous
workers are injured on the job each year, often due to faulty, unusable, or
incomplete instructions.
• Countless injuries also result from misuse of consumer products such as
power tools, car jacks, or household cleaners—types of misuse that are
often caused by defective instructions.
• Any person injured because of unclear, inaccurate, or incomplete
instructions can sue the writer as well as the manufacturer. Courts have
ruled that a writing defect in product support literature carries the same
type of liability as a design or manufacturing defect in the product itself
(Girill, “Technical Communication and Law” 37).
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Faulty Instructions and Legal Liability
19.3 Appreciate how instructions have serious legal implications
• Failure to instruct and caution readers in the proper use of a product: for
example, a medication’s proper dosage or possible interaction with other
drugs or possible side effects.
• Failure to warn against hazards from proper use of a product: for example,
the risk of repetitive stress injury resulting from extended use of a
keyboard.
• Failure to warn against the possible misuses of a product: for example, the
danger of child suffocation posed by plastic bags or the danger of toxic
fumes from spray-on oven cleaners.
• Failure to explain a product’s benefits and risks in language that average
consumers can understand.
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Faulty Instructions and Legal Liability
19.3 Appreciate how instructions have serious legal implications
• Failure to convey the extent of risk with forceful language.
• Failure to display warnings prominently.
• Some legal experts argue that defects in the instructions carry even
greater liability than defects in the product because such deficits are
more easily demonstrated to a nontechnical jury (Bedford and
Stearns 128).
• NB: Among all technical documents, instructions have the strictest
requirements for giving readers precisely what they need precisely
when they need it.
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Elements of Effective Instructions
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Elements of Effective Instructions
19.4 Identify the main components of instructions and write a full set of instructions
• Effective instructions typically contain several key elements including a title, accurate content, and
appropriate visuals. These elements should be combined in ways that are most useful to your
audience and the tasks they need to perform.
• Clear and Limiting Title
• Provide a clear and exact preview of the task. For example, the title “Instructions for Cleaning the
DVD Drive of Your Laptop Computer” tells people what to expect: instructions for a specific
procedure involving one selected part.
• The title “Laptop Computer” gives no such forecast; a document so titled might contain a history of
the laptop, a description of each part, or a wide range of related information.
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Elements of Effective Instructions
19.4 Identify the main components of instructions and write a full set of instructions
• Informed and Accurate Content
• Make sure you know exactly what you are talking about. Ignorance, inexperience, or
misinformation on your part makes you no less liable for faulty or inaccurate instructions:
• If the author of [a car repair] manual had no experience with cars, yet provided faulty instructions
on the repair of the car’s brakes, the home mechanic who was injured when the brakes failed may
recover [damages] from the author. (Walter and Marsteller 165)
• Only write instructions when you completely understand the task and have performed the task
often enough to understand all important details.
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Visuals
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Visuals
• Instructions often include a persuasive dimension: to promote interest, commitment, or action.
• In addition to showing what to do, visuals attract the reader’s attention and help keep words to a
minimum.
• Types of visuals especially suited to instructions include icons, representational and schematic
diagrams, flowcharts, photographs, and prose tables.
• Visuals to accompany instructions can be created using a variety of software packages. Other
sources for instructional graphics include clip art, scanning, and downloading from the Internet.
(See Chapter 12, “Guidelines for Obtaining and Citing Visual Material,” for information about
using visuals you find online.)
• To use visuals effectively, consider these suggestions:
• Illustrate any step that might be hard for readers to visualize. The less specialized your readers,
the more visuals they are likely to need.
• Parallel the reader’s angle of vision in performing the activity or operating the equipment. Name
the angle (side view, top view) if you think people will have trouble figuring it out for themselves.
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Visuals
• Avoid illustrating any action simple enough for readers to visualize on their own, such as “PRESS
ENTER” for anyone familiar with a keyboard.
• Visuals can be used without words, too, especially for international audiences. Often called wordless
instructions, these diagrams use clear, simple line drawings, arrows, and call-outs to let people see
how to do something. Figure 19.4 shows one page from a set of wordless instructions for
assembling a TV stand.
• Figure 19.5 presents an array of visuals and their specific instructional functions. You may also
require visuals for tasks such as how to repair something or how to understand key measures such
as temperature or other measurements. Visuals like these are easily constructed, and some could be
further enhanced, depending on your production budget and graphics capability
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Visuals
Figure 19.5 presents an array of visuals and their specific
instructional functions.
You may also require visuals for tasks such as how to repair
something or how to understand key measures such as
temperature or other measurements.
Visuals like these are easily constructed, and some could be
further enhanced, depending on your production budget and
graphics capability.
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Level of Detail and Technicality
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Appropriate Level of Detail and Technicality
Unless you know your readers have the relevant background and skills,
write for a general audience, and do three things:
1. Give readers enough background to understand why they need to
follow these instructions.
2. Give enough detail to show what to do.
3. Give enough examples so each step can be visualized clearly.
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1. PROVIDE BACKGROUND.
Begin by explaining the purpose of the task
• You might easily lose information stored on a flash drive if the drive is
damaged by repeated use, moisture, or extreme temperature; the drive is
erased by a power surge, a computer malfunction, or a user error; or the
stored information is scrambled by a nearby magnet (telephone, computer
terminal, or the like). Always use another back-up device, such as a Firewire
hard drive, for important material.
Also, state your assumptions about your reader’s level of technical
understanding.
• To follow these instructions, you should be able to identify these parts of your
iMac: computer, keyboard (wireless or USB), mouse, and external DVD drive.
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1. PROVIDE BACKGROUND.
Begin by explaining the purpose of the task
Define any specialized terms that appear in your instructions.
• Initialize: Before you can store or retrieve information on a new CD,
you must initialize the disk. Initializing creates a format that
computers and CD players can understand—a directory of specific
memory spaces on the disk where you can store information and
retrieve it as needed.
• When the reader understands what and why, you are ready to explain
how he/she can complete the task.
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2. PROVIDE ADEQUATE DETAIL
• Include enough detail for people to understand and perform the task successfully.
Omit general information that readers probably know, but if you are uncertain
about their knowledge or experience level, do not overestimate the audience’s
background, as in the following example of inadequate detail:
First Aid for Electrical Shock
1. Check vital signs.
2. Establish an airway.
3. Administer CPR as needed.
4. Treat for shock.
• These steps might be suitable for experts (such as paramedics or nurses), but
terms such as “vital signs” and “CPR” are too technical for laypersons. Such
instructions posted for workers in a high-voltage area would be useless.
Illustrations and explanations are needed, as in the instructions in
Figure19.6: administering CPR.
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PROVIDE ADEQUATE DETAIL
• Don’t assume that people know more than they really do,
especially when you can perform the task almost automatically.
• (Think about when a relative or friend taught you to drive a
car—or perhaps you tried to teach someone else.).
• When writing for a more general audience, always assume that
your readers know less than you.
• A colleague will know at least a little less; a layperson will
know a good deal less— maybe nothing—about this procedure.
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3. OFFER EXAMPLES
• Instructions require specific examples (how to load a program,
how to order a part) to help people follow the steps correctly:
To load your program, type this command:
Load “Style Editor”
Then press RETURN.
• Like visuals, examples show readers what to do. Examples, in
fact, often appear as visuals.
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Guidelines for Providing Appropriate
Detail in Instructions
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Guidelines for Providing Appropriate Detail in
Instructions
➤➤ Provide all the necessary information. The instructions must be able to stand
alone.
➤➤ Don’t provide unnecessary information. Give only what readers need. Don’t
tell them how to build a computer when they only need to know how to copy a
file.
➤➤ Instead of focusing on the product, focus on the task. “How does it work?”
“How do I use it?” or “How do I do it?” (Grice 132).
➤➤ Omit steps that are obvious. “Seat yourself at the computer,” for example.
➤➤ Divide the task into simple steps and substeps. Allow people to focus on one
step at a time.
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Guidelines for Providing Appropriate Detail in
Instructions
➤➤ Adjust the information rate. This is “the amount of information presented in
a given page” (Meyer 17), adjusted to the reader’s background and the difficulty
of the task. For complex or sensitive steps, slow the information rate. Don’t make
people do too much too fast.
➤➤ Reinforce the prose with visuals. Don’t be afraid to repeat information if it
saves readers from going back to look something up.
➤➤ Keep it simple. When writing instructions for consumer products, assume
that your readers are not overly technical and that they have little to no
experience with the product.
➤➤ Recognize the persuasive dimension of the instructions. Readers may need
persuading that this procedure is necessary or beneficial, or that they can
complete this procedure with relative ease and competence
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INCLUDE TROUBLESHOOTING ADVICE
• Anticipate things that commonly go wrong when this task is performed—the
paper jams in the printer, the tray of the DVD drive won’t open, or some other
malfunction.
• Explain the probable cause(s) and offer solutions, as in the following example:
Note: IF X doesn’t work, first check Y and then do Z.
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• Exactly how much information is enough? See “Guidelines for
Providing Appropriate Detail in Instructions” following this section.
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Readability
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Readability
• Instructions must be understood on the first reading because
people want to take immediate action.
• Like descriptions (Chapter 18), instructions name parts, use
location and position words, and state exact measurements,
weights, and dimensions.
• Instructions additionally require your strict attention to phrasing,
sentence structure, and paragraph structure.
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Readability
• USE DIRECT ADDRESS, ACTIVE VOICE, AND IMPERATIVE MOOD.
• Write instructions in the second person, as direct address, in order to emphasize the
role of the reader.
• In general, begin all steps and sub-steps with action verbs, using the active voice and
imperative mood (“Insert the disk” instead of “The disk should be inserted” or “You
should insert the disk”).
In the following examples, the steps are indirect and confusing:
• The user keys in his or her access code.
• You should key in your access code.
• It is important to key in the access code.
• The access code is keyed in.
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Readability
In this next clear and direct version, the opening verb announces the specific action
required:
• Key in your access code.
In certain cases, you may want to provide a clarifying word or phrase that precedes
the verb, as in the following example:
• [To log on,] key in your access code.
• [If your screen displays an error message,] restart the computer.
• [Slowly] scan the seal for gamma ray leakage.
• [In the Edit menu,] click on Paste.
NOTE Certain cultures consider the direct imperative bossy and offensive. For crosscultural audiences, you might rephrase an instruction as a declarative statement:
from “Key in your access code” to “The access code should be keyed in.” Or you
might use an indirect imperative such as “Be sure to key in your access code” (Coe,
“Writing” 18)
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Readability
USE SHORT AND LOGICALLY SHAPED SENTENCES.
Use shorter sentences than usual, but never “telegraph” your message by omitting
articles (a, an, the).
Use one sentence for each step, so that people can perform one step at a time.
If a single step covers two related actions, describe these actions in their required
sequence. The following sentence is out of sequence and confusing:
• Before switching on the computer, insert the DVD in the drive.
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Readability
This corrected version follows a logical sequence:
• Insert the DVD in the drive; then switch on the computer.
Simplify explanations by using a familiar-to-unfamiliar sequence. The
following sentence is hard to follow, due to its unfamiliar-to-familiar
sequence:
• You must initialize a blank CD before you can store information on it.
This corrected version follows an easier familiar-to-unfamiliar sequence:
• Before you can store information on a blank CD, you must initialize the CD.
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Readability
USE PARALLEL PHRASING. Parallelism is important in all writing but especially so in
instructions, because repeating grammatical forms emphasizes the step-by-step
organization.
Parallelism also increases readability and lends continuity to the instructions.
The following example is difficult to follow because the phrasing of the steps is not
parallel – consider the grammatical forms that are being used:
• To connect to the server, follow these steps:
1. Switch the terminal to “on.”
2. The CONTROL key and C key are pressed simultaneously.
3. Typing LOGON, and pressing the ESCAPE key.
4. Type your user number, and then press the ESCAPE key.
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Readability
• PHRASE INSTRUCTIONS AFFIRMATIVELY. Research shows that people respond
more quickly and efficiently to instructions phrased affirmatively rather than
negatively (Spyridakis and Wenger 205).
• The following sentence is phrased negatively, slowing readers down:
• Verify that your camera lens is not contaminated with dust.
This corrected version with affirmative phrasing is easier to grasp on a first reading:
• Examine your camera lens for dust.
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Readability
USE TRANSITIONS TO MARK TIME AND SEQUENCE. Transitional expressions provide
a bridge between related ideas.
Some transitions (“first,” “next,” “meanwhile,” “finally,” “ten minutes later,” “the next
day,” “immediately afterward”) mark time and sequence. They help readers
understand the step-by-step process, as in the next example,
Preparing the Ground for a Tent
Begin by clearing and smoothing the area that will be under the tent. This step will
prevent damage to the tent floor and eliminate the discomfort of sleeping on uneven
ground. First, remove all large stones, branches, or other debris within a level area
roughly 10 × 10 feet. Use your camping shovel to remove half-buried rocks that
cannot easily be moved by hand. Next, fill in any large holes with soil or leaves.
Finally, make several light surface passes with the shovel or a large, leafy branch to
smooth the area.
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Effective Design
• Instructions rarely get undivided attention.
• The reader, in fact, is doing two things more or less at once: interpreting the instructions and
performing the task.
• An effective instructional design conveys the sense that the task is within a qualified person’s range
of abilities.
• The more accessible and inviting the design, the more likely your readers will follow the instructions.
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Guidelines for Designing Instructions
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Guidelines for Designing Instructions
➤➤ Use informative headings. Tell readers what to expect; emphasize
what is most important; provide cues for navigation. A heading such as
“How to Initialize Your Compact Disk” is more informative than
“Compact Disk Initializing.”
➤➤ Arrange all steps in a numbered list. Unless the procedure
consists of simple steps (as in “Preparing the Ground for a Tent,”
above), list and number each step. Numbered steps not only announce
the sequence of steps, but also help readers remember where they left
off.
➤➤ Separate each step visually. Single-space within steps and doublespace between.
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Guidelines for Designing Instructions
➤➤ Double-space to signal a new paragraph, instead of indenting.
➤➤ Make warning, caution, and danger notices highly visible. Use ruled
boxes or highlighting, and plenty of white space.
➤➤ Make visual and verbal information redundant. Let the visual repeat,
restate, or reinforce the prose.
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Guidelines for Designing Instructions
➤➤ Keep the visual and the step close together. If room allows, place the
visual right beside the step; if not, right after the step. Set off the visual with
plenty of white space.
➤➤ Consider a multicolumn design. If steps are brief and straightforward
and require back-and-forth reference from prose to visuals, consider
multiple columns.
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Guidelines for Designing Instructions
➤➤ Keep it simple. Readers can be overwhelmed by a page with excessive or
inconsistent designs.
➤➤ For lengthy instructions, consider a layered approach. In a complex manual,
for instance, you might add a “Quick Start Guide” for getting started, with crossreferences to pages containing more detailed and technical information. PDF
documents can provide a layered approach by using links.
➤➤ For online instructions, use the appropriate software to format the
information.
For additional design considerations, see Chapter 13
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Chindōgu: (Japanese). The practice of inventing ingenious everyday
gadgets that seem to be ideal solutions to particular problems, but
which may cause more problems than they solve.
Work with a partner to team-present a Chindōgu product to the group.
In your 5-minute presentation, you might include:
• Identification of a common need or problem.
• Previous unsuccessful attempts to meet that need or solve that problem.
• How your invention successfully meets the need or solves the problem.
• Basic product features and operating procedure.
The
Workaholic
pillow
Personal
tissue
dispenser
Baby
Floor
Polisher
Umbrell
a tie
Noodle
Cooler
Water
saver
Technical Description
•Compare the A texts and the B texts. Which ones:
•give instructions?
•explain how things work?
•are likely to be written?
•are likely to be spoken?
•are more informal?
•are more formal?
Underline all the examples of the passive that you can find in
column B.
Technical Description:
Read these pairs of sentences. What equipment does each pair refer to?
A
B
You press this handle on top. Give it a hard push then point the spray The carbon dioxide has been stored under pressure. It is released
at the flames
when the lever is depressed.
You put the document under the flap. Key in the right number of
copies you want and then press the green button.
It was invented in 1938 by Chester Carlson. It’s a dry process in which
the powder is attracted by an electrostatically charged plate.
The switch is on the steering column. You pull it towards you when
you want them on full and back when you want to dip them.
Two concave mirrors have been placed behind the bulbs. Light rays
are reflected by their curved surfaces to form two narrow bright
beams.
Look for the + and – signs, then you know which way up it goes. You An electric current is produced when the two terminals are
can recharge it when it runs down.
connected to form a circuit.
Look through the eyepieces to find the object you want to watch. If Light is gathered and magnified by the lenses inside. The image is
you turn the central focusing wheels and the individual focusing rings turned right side up by the two prisms inside.
you can enhance the image to suit your eyes.
Pull the two levers on the handlebars towards you. Regulate the
pressure on the levers according to your speed.
Two friction pads are pressed against a single disk that rotates with
the axle, when a cable connected to the handlebar levers pulls a
calliper putting pressure on them.
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