Routine correspondence will be a daily occurrence for most employees, and the ability to handle this type of correspondence will make any employee more productive. Inquiries and requests—such as appointment and reservation requests, buying inquiries, and general requests—are commonplace in today’s business world. They help keep information flowing. These letters are very straightforward because they use the direct approach.

Replying to inquiries and requests completes the exchange of information, whether it be orally or in writing. Answering yes to inquiries is easy because you simply use the direct approach; start right out with the information requested or the good news. Answering no to inquiries takes more planning because you should use the indirect approach; never start a message with bad news. When you must say no, it is important to keep the recipient’s goodwill. Whenever possible, offer a helpful suggestion along with the no.