How can social media help companies build goodwill? Is it appropriate to use social media tools such as Facebook to post goodwill messages? What do the students consider examples of effective and appropriate uses of Twitter, LinkedIn, and YouTube? For what purposes? What are the benefits and costs to a company of developing a social media strategy?

2.Why is Goodwill so important to business communication, especially whenrespndingto customer requests?

3.Yesterday, Tammy Smith helped you compile the tables and graphs for a formal report that you needed for an important presentation today. You have since done the presentation and the prospective clients were so impressed with the report and your presentation that they have agreed to go with your company for their marketing needs. You thanked Tammy yesterday when the report was finished, but you now need to email her a thank-you message that lets her know how much you appreciate her help on the report. Make up any details you want, but make sure it follows the chapter guidelines and email her

4.If you were granting a customer a refund for a faulty product, why might you also include a discount for a future purchase? The customer is getting what she asked for, so why do more?