Answer to Question 1
Answer: Routine messages are non-sensitive, straightforward communications. They answer questions, provide information, or confirm agreements. Informational messages that are considered routine are those replying to requests, responding to claims, confirming information, making announcements, or providing instructions. However, if the information will surprise, disappoint, or anger the audience, the message is not considered to be routine. Routine messages do require organization, clarity, and courtesy, but they do not require persuasion or preparing the audience for a shock, or to deal with bad news. These kinds of bad-news messages generally require the indirect organizational approach, to build up to the bad news, while the majority of routine messages use the direct organizational approach. The question of an apology is also one that must be considered in these types of requests. Overall they require a sensitivity that differentiates them from routine messages.
Answer to Question 2
Answer: Goodwill is a term used to describe the attitude of friendliness and caring that is central to creating, solidifying, and maintaining relationships. Business depends on good relationships, so goodwill is extremely important. Goodwill techniques (e.g., using a you perspective, highlighting audience benefits, etc.) make your audience more receptive to your message, and also make them feel good about their business relationship with you. With a good relationship established, you will be able to work more easily and effectively with people. People are more likely to want to do business with you and to help you if they feel good about the relationship. If someone feels valued and appreciated and taken care of, they are more likely to return the favor and show the same kind of behavior toward you.
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