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  1. Even when you know how to organize routine, good-news, and goodwill messages, they are usually time consuming to compose.
  2. The main idea in a routine, good-news, or goodwill message is usually placed in the middle paragraph.
  3. The opening of a positive message is clear and concise.
  4. "I am pleased to inform you that . . ." is a good standard opening for a positive message.
  5. The middle part is typically the longest section of a routine, good-news, or goodwill letter.
  6. The tone of a routine, good-news, or goodwill letter is straightforward and blunt.
  7. A routine positive message never contains negative information.
  8. If you are not sure that your audience will respond favorably to your message, use the indirect approach.
  9. Routine, good-news, and goodwill letters leave readers with the feeling that the writer has their personal welfare in mind.
  10. "I am overjoyed to have been able to bring you this great news" is a good standard closing for a positive message.
  11. Few memos or letters are written in response to inquiries or requests for information.
  12. Even if the answer to a request for information is straightforward, it is best to use the indirect plan.
  13. How quickly and thoroughly you answer a letter of inquiry will affect the way the letter's author views your company and its products.
  14. Complying with a request may be difficult, especially when the information requested is not immediately at hand.
  15. A letter written on letterhead stationery constitutes a legal document and binds the company to any promises the writer makes.
  16. A computerized form letter prepared with care may be more personal and sincere than a quickly dictated "personal" reply to a request for information.
  17. When answering requests that involve a potential sale, use the indirect approach.
Multiple Choice
  1. Which of the following openings is the best way to respond to a request for information about your company's product?
  2. When answering requests for which no potential sale is involved, your goals are to answer all questions honestly and completely, and to
  3. When responding to a request from a fellow employee, you
  4. When responding to a customer complaint about one of your company's services, you
  5. The opening of a letter responding to a request for adjustment
  6. The closing section of a letter approving a credit application
  7. Recommendation letters
  8. When writing a letter of recommendation, you
  9. It may be unethical to omit negative information from a recommendation if
  10. If you have negative comments to express regarding the qualifications of a job candidate, it's best to
  11. Directives and instructions are considered routine messages because
  12. Directives and instructions
  13. News releases are
  14. The purpose of goodwill messages is to
  15. A letter of appreciation can be sent to

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Last Update: 9/07/01
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