1. Shirley A. Andersen-Hancock
2616 Kirby Parkway, Memphis, Tennessee 38119 USA 901//757-2663 (office)
management
experience
While manager of the Electronic Thesis/Dissertation (ET/D) Review & Publishing Program at The
University of Tennessee College of Graduate Health Sciences, Memphis, TN (April 2006-present) have
helped create the all-electronic process for students to use in creating and getting their documents approved
and published. Created and maintain the Guide that presents requirements for these documents, along with
several supplemental documents, including am MS Word template for theses/dissertations and an
instructional file for its use. Created a new process in which the reviewer corrects discrepancies and
publishes the completed ET/D instead of the student making all corrections. Manage all aspects of the
program, including collecting/analyzing statistical information on trends. Have one assistant reviewer.
Previously served as an editor/reviewer from Oct 2004-March 2006) when all documents were paper.
While a publications manager at Federal Express (March 1986–Jan 2004), had several assignments.
Managed a diversified team of 12 writers, forms analysts, editors, illustrators, composition specialists, and
publications coordinators who produced policy and procedure manuals, software and system maintenance
documentation, brochures, posters, and forms for the Air Operations and Telecommunications divisions.
In the late 80s/early 90s served Sales and Customer Service, Marketing, and Customer Automation.
● Strengths, according to performance reviews, included strong organizational, long-range planning, and
negotiating skills; and success in budget management, customer service, quality, productivity, and
teamwork.
● Led a small team that researched and defined the system for putting publications online company-wide
across PC-Windows, UNIX, and Macintosh platforms, 1993-94. Developed a demo of the product,
OPUS, organized a multi-department continuous improvement team that developed and presented
specialized training and served as a forum for problem-solving, and developed a proposal for putting
aircraft maintenance information online over a 10-year period. Then led a team that successfully
presented a business plan to senior management for corporate-wide implementation of OPUS.
● Headed a small team that developed and presented two specially designed classes in Writing Better
Reports for the Federal Express Corporate Audit Department and company CPAs, 1993-94. Served as
one of the class presenters. Team received awards from the internal customers for both of these
efforts.
● From October 1988 to June 1989, served on a planning committee and managed the logistics of
reorganizing seven departments in Publishing Services into six high-producing publishing teams.
writing/editing
experience
As writing/editing consultant (1970–present), have produced brochures, proposals, training manuals,
software documentation, and other technical materials covering topics from engineering and automotive
products to asset/liability management. Since 2005, have focused on scientific editing and formatting of
electronic theses/dissertations and creating resumés/vitas. Have used desktop publishing since 1980.
As senior technical writer, Corporate Publications, Federal Express (May 1981–February 1986),
researched, designed, and wrote policy and procedure manuals for the Line Haul Operations,
Information Systems, Electronic Products, Business Service Centers, Service Systems, International
Customer Service, Marketing, Sales, and Personnel departments. Area of specialization was computer
documentation.
● Developed page format specifications used in all software user manuals created by Corporate
Publications. This format was still in use when I retired in 2004.
● Wrote all of the department’s external customer user manuals as well as online tutorials designed for
the Federal Express Computer, Meter, SuperMeter, and Communicating Meter.
● Created the proposal and coordinated the work of seven writers in developing an 11-volume Line Haul
Operations Policy and Procedure Manual System.
● From September 1981 to May 1982, coordinated Jacquard word processing activities between the
Publications and Aircraft Reliability departments. Trained all existing (and later new) technical
writers on the new Wang system and served as resident expert on the automated Job Tracking System.

2. Andersen-Hancock, p. 2
teaching experience Business and Technical Writing Adjunct Instructor, University of Memphis, various semesters in the
mid-1990s. Instructor in English, Memphis State University, 1975–80. Assistant Instructor in English,
University of Kansas, part-time 1964–66, 1968–73. High School English Teacher, Bonner Springs,
Kansas, 1967–68. Lecturer in English, University of Missouri at Kansas City, 1966–67.
education M.Phil. (ABD), English, University of Kansas, 1974. M.A., English, University of Kansas, 1966. B.A.,
summa cum laude, English, Friends University, Wichita, Kansas, 1964.
awards Federal Express awards:
FAA Certificate of Appreciation, Dec. 22, 1999, from Memphis Flight Standards District Office (Southern
Region) “in recognition of outstanding contribution to aviation safety as Publications Manager, Federal
Express Corporation.”
Star Leadership Award (a company-wide honor), February 1995, for exceptional quality service to my
team, the Publishing Services Department, Air Operations Division, and the FAA in the area of critical
technical manuals for Federal Express.
Bravo Zulu award from the Senior Manager of Publications, April 1992 and 1994, for having a 99 score
(out of 100) Leadership Index on Survey Feedback Action (SFA) in department.
Plaque, 1991, for successfully gaining pledges from Memphis companies in the United Way campaign.
Bravo Zulu award from the Managing Director of Quality Assurance, October 1990, for department’s
successful completion of a new 15-volume Air Operations Policy and Procedure Manual System.
Marketing Achievement Award from the Senior Vice President, Marketing, Federal Express, April 1988, in
recognition of “outstanding creativity, analysis, and perseverance in the development of customer
automation sales brochures and a newsletter.” First such award given outside the Marketing department.
Star Leadership Award, March 1988, for consistently exceptional performance, especially in enhancing
customer relationships and promoting improved teamwork and cooperation within Systems & Operations
Publications and between my workgroup and others with whom they interacted.
Outstanding Volunteer Service Awards for community service each year on the Arts Services Corporate
Neighbor Team, 1984–88.
Special Recognition Award from senior management for outstanding performance, 1983 and 1984.
Society for Technical Communication (STC) awards:
Awards each year, 1984–87, in the International Technical Publications Competition (ITPC) sponsored at
the Society-level and East Tennessee STC Publications Competition for writing-designing software
documentation and brochures. Highlights include:
● Fourth place Award of Achievement in Software Manuals for writing/designing the Federal Express
SuperMeter Manual, ITPC, 1986; won Best of Show and first place Award of Distinction for this
manual in the East Tennessee STC Publications Competition.
● Second place Award of Excellence in Software Manuals for writing/designing the Federal Express
Meter Manual, ITPC, 1985; won first place Award of Distinction for this manual in the East
Tennessee STC Publications Competition.

3. Andersen-Hancock, p. 3
distinctions Corporate Advisory Board member, Pearce Center for Professional Communication, Clemson University,
Clemson, SC, 1993-95.
Elected Fellow, STC, 1996. Citation reads “For providing bold, innovative leadership within the workplace
and the Society; for defining and establishing effective processes for the electronic management and
delivery of information; and for promoting technical communication in the community at large.”
Elected Associate Fellow, STC, 1993. Citation reads “For her excellence in mentoring and management,
her contributions to chapter and Society development, and her vision for professional technical
communicators.”
STC society-level leadership: Assistant to the President for Professional Interest Committees (PICs),
1995-96; Manager, Ethical Guidelines Committee, 1993-95; Manager, Quality PIC, 1993-94 (co-manager,
1995); Assistant to the President for Professional Development, 1991-93; Assistant to the President for
Public Relations, 1990-91.
Judge, Arkansas, Middle-Tennessee, and Mid-South Chapters STC Technical Publications Competition,
1993-94; regional manager, STC International Audiovisual Competition, 1993, and judge, 1989 and 1992;
editorial review board member for the special management issue of Technical Communication, November
1990; manager, STC International Chapter Public Relations Competition, 1985-88, and judge, 1989;
regional judge, East Tennessee STC Publications Competition, 1981.
Advisory Board member for the Technical Writing Program, Memphis State University, 1987-90, when it
was dissolved.
Listed in Two Thousand Notable American Women, 1995; Who’s Who of American Women, 1990-2004;
and Who’s Who Among Students in American Universities and Colleges, 1964.
Editor, Quill and Dagger, yearly literary publication, Friends University, 1963–64.
Half-tuition scholarship, Friends University, 1960–64; additional half-tuition scholarship for highest GPA
in class, 1962–64. English Department Assistant, Friends University, 1962–64.
professional
organizations
National Association for Female Executives, 1989–2004.
Charter member, Mid-South Chapter, STC, 1981–2010 (when the chapter disbanded). Chapter level
activities: Member of the Executive Committee, 1981–86, and Bylaws Committee, 1988–90; Manager of
Public Relations, 1985–86; President, 1983–85; Program Manager, 1982–83; Secretary-Newsletter Editor,
1981–82.
College Composition and Communication Association, 1975–80.
College English Association, 1972–80.
Modern Language Association, 1972–76.
publications “Professionalism in Technical Communication,” Technical Communication, May 1993, vol. 40, no. 2, 202-
207. Coauthor Terry Skelton.
“LEAP: A Process for Handling Management Selection and Training,” Technical Communication,
November 1990, vol. 37, no. 4, 370-374.
Book review of Joseph A. Alvarez, “The Elements of Technical Writing,” in Interpretations, spring 1983.
“Is the Computer Billing System You’re About to Buy Really for You?” CATJ, Dec. 1980, pp. 11–12.
Coauthor Snowden E. Bunch.
“La Vendetta” (poem in French), Quill and Dagger, Friends University, 1964.

4. Andersen-Hancock, p. 4
professional
presentations
STC Annual Conferences (AC). Most of these presentations are published in the Proceedings of the
conferences.
● “Quality PIC Meeting and Ethics Workshop,” with Lori Fisher and Dan Voss, 42nd AC, Washington,
DC, April 1995.
● “Ethics in Technical Communication,” with Dan Voss, 41st AC, Minneapolis, May 1994; also
“Quality PIC Workshop,” and organized and led the seven-facilitator “Quality Processes You Can
Use” progression.
● “Quality PIC Workshop,” 40th AC, Dallas, June 1993.
● “What STC Can Do For You,” with Terry Skelton, 39th AC, Atlanta, April 1992.
● “Chapter PR Workshop,” with Suzanne Porter-Kuchay, 38th AC, New York, April 1991.
● “Developing a Creative Office Environment,” 37th AC, Santa Clara, CA, May 1990; also a workshop
with Suzanne Porter Kuchay on “Handling Chapter Public Relations.”
● “Generating Active Members” and, with Suzanne Porter-Kuchay, “Developing an Effective Chapter
Public Relations Program,” 36th AC, Chicago, May 1989.
● “Managing the Mid-Career Crisis” and, with Gary Gatien and Suzanne Porter-Kuchay, “Developing an
Effective Chapter Public Relations Program,” 35th AC, Philadelphia, May 1988.
● “Controlling the Mid-Life/Mid-Career Crisis,” 34th AC, Denver, May 1987.
● “Managing Through Automation,” 33rd AC, Detroit, May 1986.
● “The Impact of Automating a Publications Department,” 31st AC, Seattle, May 1984.
FORUM (international technical communication) conferences. These conferences are only held every
five years.
● “Developing Self-Regulating Teams: How to Achieve a Creative Office Environment,” Stockholm,
Sweden, August 1990.
● “Automating a Technical Information Department: Or How to Keep Your Head Above the Paper,”
Helsingor, Denmark, August 1985.
other
leadership
positions
Member, Planning Committee for the Language: Future Tense conference sponsored by The Center for the
Humanities, Memphis State University, spring 1990.
Manager, Nurture and Education Division, Aldersgate United Methodist Church, Memphis, TN, 2007-
2013. Member, Scholarship Committee, Aldersgate, 2013 to present. Member, Council on Ministries,
Asbury United Methodist Church, Memphis, TN, 1987–89. Also President, Open Door Adult Education
Class, and Adult Ministries Coordinator, 1987–89; substitute teacher, Wesley Bible Class, 1989–90.
Chairperson, Federal Express Arts Services Corporate Neighbor Team, 1986–87; Vice Chairperson, 1985–
86; Chairperson, Corporate Art Committee, 1985–86; Member of the Executive Board, 1984–88;
Chairperson, Public Relations Committee, 1984–85.
references References available upon request.