Upon completing this chapter, you will be able to write good-news and neutral messages effectively. To reach this goal, you should be able to:

1. Properly assess the reader’s likely reaction to your message.
2. Describe the general plan for direct-order messages.
3. Write clear, well-structured routine inquiries.
4. Write direct, orderly, and favorable answers to inquiries.
5. Write order acknowledgments and other thank-you messages that build goodwill.
6. Write direct claims in situations where an adjustment will likely be granted.
7. Compose adjustment grants that regain any lost confidence.
8. Write clear and effective internal operational communications.