All the messages discussed in this chapter deal with the functions of business that keep our economy going. Products and services may be ordered by one of several effective methods: order forms, letters, telephone, fax, and the Internet. When an organization receives an order, an acknowledgment is always appropriate and offers an opportunity to build goodwill. Several circumstances in particular require acknowledgments. Depending on the circumstances, this may be a routine acknowledgment, a special acknowledgment, or an acknowledgment refusing an order.

Credit allows buyers to buy more and better quality merchandise. Customers complete forms to apply for credit, and organizations send forms to investigate the applicant’s credit references. Messages granting credit are good-news messages and can get the credit relationship off to a positive start. Messages refusing credit should be courteous and keep the door open for the future. Credit means “buy now, pay later”—if a buyer doesn’t pay on time, then a series of collection letters should be sent. The tone of these messages is important—their goal is to persuade the customer to pay. Current laws must be observed when writing credit and collection messages.