| This dissertation examines the creation, delivery, and use of information in workplace settings that are complicated by issues related to professional writers' access to audience groups. With single organizations spread across the globe, professional writers working in these environments are often faced with negotiating the challenges and potential of technology-centered, distant communication. This study observed a group of American professional writers who were responsible for developing and delivering information to outsourced call center agents in the Philippines. The writing process of the writers, as well as the call center agents' use of information was observed during this study. Major findings suggested that restricted access to their audience limited the professional writers' abilities to develop and deliver effective web-based content. Resulting from findings, recommendations are presented in this study for an improved workplace writing model, along with implications for further research and professional writing pedagogy. |
