QUESTION 3

Highlight the main elements to include in direct requests for claims and adjustments. Why is it
generally appropriate to use the direct organizational plan for routine, good-news, and goodwill
messages? (6 marks)
ANSWER 3
Good news messages are normally meant for maintaing good will of the organization. Both
courteousy and epeditiousness is required in good news messaghes. !he most important part of
the good news messages is it self the news that has to "e transmitted immediately with out delay
to create the healthy effects. !he news is gi#en in the "eginning and the eplanation adjusts all
facts , figurew, reasons that when, why, what, who, where and how the things happened.
!he good news message is used in claims or refund letters for retaining good will , answering
inquiries a"out indi#iduals, recommending a candidate with shortcomings, self eneated neutral
messages etc . in case a good news do also carry "ad news point, it should "e handled with tact
and honesty.
!he main elements and structure of a good news message is as follows$
%on#ey first the good news which constitute the main idea of the message.
&econd comes eplanation
!he ending should "e positi#e and friendly..