Business and Administrative Communication

771 Pages·2012·48.55 MB·English

Locker
Kienzler
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Business and
Administrative
Communication
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TENTH EDTION
Business and
Administrative
Communication
K O. L
ITTY OCKER
The Ohio State University
D S. K
ONNA IENZLER
Iowa State University
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BUSINESS AND ADMINISTRATIVE COMMUNICATION
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This book is printed on acid-free paper.
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Library of Congress Cataloging-in-Publication Data
Locker, Kitty O.
Business and administrative communication / Kitty O. Locker, Donna S. Kienzler.—10th ed.
p. cm.
Includes index.
ISBN-13: 978-0-07-340318-2 (alk. paper)
ISBN-10: 0-07-340318-0 (alk. paper)
1. Business communication. 2. Communication in management. I. Kienzler, Donna S. II. Title.
HF5718.L63 2013
651.7—dc23
2011045377
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To my beloved husband Jim and dearest friend Kitty.
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T H E A U T H O R S
K
itty O. Locker was an Associate Professor of English at The Ohio State
University in Columbus, Ohio, where she coordinated the Writing
Center and taught courses in business and technical discourse and
in research methods. She also taught as Assistant Professor at Texas A&M
University and the University of Illinois.
She wrote T he Irwin Business Communication Handbook: Writing and Speak-
ing in Business Classes (1993), coauthored B usiness Writing Cases and Problems
(1980, 1984, 1987), and coedited Conducting Research in Business Communication
(1988). She twice received the Alpha Kappa Psi award for Distinguished Pub-
lication in Business Communication for her article “‘Sir, This Will Never Do’:
Model Dunning Letters 1592–1873” and for her article “ ‘As per Your Request’:
A History of Business Jargon.” In 1992, she received the Association for Busi-
ness Communication’s Outstanding Researcher Award.
Her research included work on collaborative writing in the classroom and
the workplace, and the emergence of bureaucratic writing in the correspon-
dence of the British East India Company from 1600 to 1800.
Her consulting work included conducting tutorials and short courses in
business, technical, and administrative writing for employees of URS Greiner,
Ross Products Division of Abbott Laboratories, Franklin County, the Ohio
Civil Service Employees Association, AT&T, the American Medical Associa-
tion, Western Electric, the Illinois Department of Central Management Ser-
vices, the Illinois Department of Transportation, the A. E. Staley Company,
Flo-Con, the Police Executive Leadership College, and the Firemen’s Institute.
She developed a complete writing improvement program for Joseph T. Ryer-
son, the nation’s largest steel materials service center.
She served as the Interim Editor of T he Bulletin of the Association for Business
Communication and, in 1994–1995, as President of the Association for Business
Communication (ABC). She edited ABC’s Journal of Business Communication
from 1998 to 2000.
In 1998, she received ABC’s Meada Gibbs Outstanding Teacher Award.
Kitty O. Locker passed away in 2005.
D
onna S. Kienzler is a Professor Emeritus of English at Iowa State Uni-
versity in Ames, Iowa, where she taught in the Rhetoric and Profes-
sional Communication program. She was the Director of Advanced
Communication and oversaw more that 120 sections of business and technical
communication annually. She was also an Assistant Director of the universi-
ty’s Center for Excellence in Learning and Teaching, where she taught classes,
seminars, and workshops on pedagogy; directed graduate student program-
ming; and directed the Preparing Future Faculty program, a career-training
program for graduate students and postdoctoral follows.
H er research focused on pedagogy and ethics. Her article with Helen
Ewald, “Speech Act Theory and Business Communication Conventions,” won
an Association for Business Communication (ABC) Alpha Kappa Psi Foun-
dation Award for distinguished publication in business communication. Her
article with Carol David, “Towards an Emancipatory Pedagogy in Service
Courses and User Departments,” was part of a collection that won a National
Council of Teachers of English (NCTE) Award for Excellence in Technical and
Scientific Communication: Best Collection of Essays in Technical or Scientific
Communication.
S he has done consulting work for the Air Force, Tracor Consulting, Green
Engineering, Northwestern Bell, Iowa Merit Employment, the Iowa Depart-
ment of Transportation, the University of Missouri, and her local school
district.
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