What are the goals when delivering routine and positive messages? What approach should you use and why? If the information is negative, what approach should you use and why?

You have several goals with routine and positive messages: to communicate the information, answer all questions, provide all required details, and leave your reader with a good impression of you and your firm.
The direct approach is an appropriate and efficient way to structure these messages because your readers will range from neutral to receptive. Whenever you have significant or unexpected negative information to share, the indirect approach is more appropriate.