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This website routinebusinessletters.weebly.com states the following, "Routine Letters and Goodwill Messages Chapter 9." Our analyzers viewed that the website said " This web page summarizes chapter 9 of the book Business Communication Process and Product from the John Molson School of Business." The Website also said " For direct requests, ensure you explain your purpose and provide details in the body of the letter. To get the most information out of the respondent, ask open-ended questions and always show appreciation. If you have to ask someone to do something, be polite and dont be demanding. A commercial business letter is a letter." The website's header had Routine as the most important search term. It is followed by business, letters, and Goodwill which isn't as ranked as highly as Routine. The next words they used was messages. chapter 6 was included but will not be viewed by search engines.