Technical Communication Graduate Applied Projects

The purpose of this applied project was to research potential methods for conducting performance and evaluation observations on users of Positive Train Control (PTC) and recommend the most effective measures of performance (MOPs) and measures of efficiency (MOEs) of those users. I conducted a study to collect and analyze what data could be observed and examined most effectively to produce causal explanations of behaviors when utilizing the PTC system. This study was done through literature review, interviews of PTC users and trainers, and through direct observations as I rode on trains watching crews interact with the system. Additionally, I researched several studies on human computer interface (HCI) usability studies of various software applications. Based upon the results, I recommend that direct-participant observations be employed and apply both the system and individual MOPs and MOEs identified in the report to track user’s proficiency. The data collected from these observations can be centralized and used to identify behavioral trends, drive corrective actions, create future policies as well as training content. These observations will address the need to have structured observations which allow observers to focus undistracted on the specific behaviors that affect train operations. This database would also identify employees that may need additional or refresher training.

This report details the communication training workshop from inception to implementation. The overall goal of the workshop was to give the company's internal employees the tools necessary to effectively communicate with the organization's external employees. Developing the workshop required first determining the organization's key challenges. From there it was necessary to identify which of those challenges would be improved through improved communication. The observation method was used to research where communication between internal and external employees commonly broke down. Once the significant communication challenges were identified, the workshop was developed and implemented. This report examines the effectiveness of the workshop in detail and outlines both the successes and the challenges the workshop faced. There are detailed plans to improve the workshop as well as a thorough explanation as to why permanent implementation of Communication Training Workshop will be beneficial to the organization.

The primary goal of this research was to identify the elements of members' website usage stories (including plot points and story scope), and which brand principles of Free Range CrossFit, like personal development (among others), can be identified in those storytelling elements. To accomplish this, I designed the interview questions to uncover these patterns in the various plot points of their journey as users, and developed a coding manual with the elements of "Brand" and "User Story" to code the transcripts. I then coded the transcribed results using Atlas.ti program, and identified occurrences and co-occurrences between the two concepts. The results showed that the website is being used to track members' personal development, which aligns with Brand principles from mainstream CrossFit, and the gym's mission and value statements. The data also suggests that members identified their usage stories through various scopes. While the beginning of story outlined by members was clear, the data suggests that there is room for improvement towards the end of the members' journey as users of the website, and recommendations are provided.

This project compiled findings from both primary and secondary applied research on the design and content structure on the current knowledge bases (KB) of product related documentation for the accesso Siriusware product suite. The findings from the research and study improved understanding surrounding our end-user perceptions of knowledge base functionality and usability. In addition, the findings became the framework for building an implementation strategy to improve knowledge base design and development. The implementation strategy is included in the report, and these findings will be used to update documentation and develop the KB.

The purpose of this applied project was to research and recommend to Phoenix Children’s Hospital (PCH) improvements to their website in order to provide parents whose child has been newly diagnosed with cancer the most clear and appropriate health information. I conducted a study in order to analyze and evaluate the health information content currently provided to parents at PCH. This was done by through qualitative coding methods on both printed documents provided by The Emily Center Library, as well as interviews conducted with three Hematology/Oncology nurses at PCH. Additionally, I researched the current literature surrounding this topic in order to provide a background of information. Based on the results, I recommended that PCH offer parents a comprehensive cancer database in which all provided information would be searchable via their website. This database would also allow them to expand on their two topic focuses: home care and emotional support. Additionally, I recommended that parents are provided information on how to identify credible and non- credible sources on the Internet so that they can find information that is truly medically valuable when searching for information on their own. Lastly, I offered future recommendations that will require continued research so that PCH’s provided health information can continue to grow and improve.