1. Concepts for Information Design: The Problem-Solution Structure

2. HCDE 510 Information Design, Fall 2011 Department of Human Centered Design & Engineering, University of Washington David K. Farkas

3. 3 The problem-solution structure Most genres of technical and business communication follow the problem-solution structure. Why? Most genres reflect a problem or opportunity (an opportunity is a kind of “good problem”). Most genres reflect a reason to do work and a reason to write a document.

4. Fundamental document structures Chronological sequence (narrative) Physical description General to specific Order of important Comparison-Contrast Problem-Solution 4

5. 5 The four components of the problem-solution structure In its most complete form, the problem-solution structure has four components: 1. The situation (or context) 2. The problem or opportunity 3. The solution to the problem 4. The writer’s evaluation of the solution

6. What is expressed Each of these four components may only be implied (rather than explicitly expressed). Each component may be expressed in a few words or many pages. “Finally, sunglasses for your goldfish!” The two “core components” are the problem and the solution. 6

7. 7 Past, present, or future In some genres, the problem lies in the past—the document announces that it has been solved. In some genres, the author is pointing to a problem and (usually) proposing a solution (very likely in exchange for money). In some genres, the time status is less certain. We can say the problem and solution lie in the present or exist “outside” of a time sequence. For example, “how to” documents do not have a definite time status.

8. The problem-solution structure in some genres The proposal The sales brochure The research journal article (introduction and conclusion) Letter of recommendation Letter to resolve a conflict Design pattern in a pattern language Status communication; phatic communication 8

9. 9 The proposal (future action) Situation/Problem: There is traffic congestion. Solution: Give us research funding. Evaluation: The proposed work will improve congestion.

10. 10 The sales brochure (future action) Situation: You are in the construction business. Problem: You need steel cable. Solution: Our firm sells a complete line of steel cable. All our products are high quality and reasonably priced. Evaluation: We are your best choice for steel cable.

11. 11 Research journal article (introduction) Situation: The current state of knowledge in this area (introduction/lit review). Problem: Gap in current knowledge, the reason this research was undertaken. Solution/ Evaluation: The presentation of the findings and the claim that the research has indeed filled the gap.

12. 12 Research journal article (conclusion) Problem: There is still a gap in current knowledge More work is still needed. Solution/ Evaluation: This work should be done, maybe by me, maybe by you.

13. 13 Letter of recommendation (future action) Situation: Mr. Omar Mohamed has graduated from the University of Alexandria. Opportunity: He is an outstanding young man who will contribute a lot to the company that hires him. His training includes.... Solution/Evaluation: I recommend that you carefully consider Mr. Mohamed for a position.

14. 14 Letter to resolve a conflict (future action) Situation: Your firm and I have joint use of a single parking lot. Problem: Your employees start work before ours and fill all the spaces. Solution: Limit your employees’ use of the parking lot. Evaluation: Work with us to solve the problem in a cooperative manner. Otherwise we will take legal action (a different solution).

15. Design Patterns Design patterns are enhanced guidelines that, broadly speaking, follow the problem- solution structure. 15

16. A sample pattern (from Aaron Marcus) Name: Paging controls Context: A list may contain too many items to fit on one page. An example: the results of a search. Problem: Users need a way to browse through a long list of items. Forces: The number of items that can be returned may be limited by system performance. Users need to directly access positions within the list. Solution: Group items into pages. Provide paging controls above and below the list. Rationale: Dividing a list into shorter, manageable pages makes it easier to view and navigate the constraints. 16

17. 17 The problem-solution structure of design patterns Situation: Someone may be engaging in a design activity Problem: This person has confronted a design problem. Solution: Follow the guidance in this design pattern. Evaluation: Your problem will probably be solved.

18. 18 Status communication; phatic communication Situation: There is some kind of ongoing relationship. Problem: You need to know what has happened or just to feel that we are “in touch.” Solution: We have provided this memo, email, phone call, etc. Evaluation: Your need has been satisfied.

19. The Problem-Solution pattern and genre The problem-solution structure doesn’t directly conflict with the concept of genre, but tends to substitute the broad concept of “problem” for the various specific purposes (social roles) that define individual genres. 19

20. A tip for writers A good starting point for designing any document is to apply the problem solution perspective 20

21. 21 Summing up The problem-solution structure shows a common thread that runs through many technical and professional genres. It can be very useful to think about the problem- solution structure when you are writing a technical or professional document. Life isn’t simple: There may be multiple problems; there may be complexities such as embedded problems.

22. References and Readings-1 Alexander, Christopher, The Timeless Way of Building. Oxford, University Press, 1979. Bitzer, Lloyd F. “The Rhetorical Situation.” Philosophy and Rhetoric 1 (1968), 1-14. Bitzer, Lloyd F. “Functional Communication: A Situation Perspective.” In E. White (ed.), Rhetoric in transition: Studies in the nature and uses of rhetoric, pp. 21-38. State College, PN: Pennsylvania State Univ, 1980. Connor, U., & Mauranen, A. (1999). Linguistic analysis of grant proposals: European union research grants. English for Specific Purposes, 18:1 (1999), 47–62. 22

23. References and Readings-2 Gorrell, Donna. “The Rhetorical Situation Again: Linked Components in a Venn Diagram.” Philosophy and Rhetoric 30:4 (1997), 395-412. Jordan, Michael P. "How Can Problem-Solution Structures Help Writers Plan and Write Technical Documents?" In Solving Problems in Technical Writing. Ed. Lynne Beene and Peter White. New York: Oxford University Press, 1988. Marcus, Aaron, “Patterns within patterns: An introduction to design patterns. Interactions, March- April 2004, pp. 28-34. 23

24. 24 The End