Yahoo! posted a notice this morning that the MTA connectivity problems have returned. Here's the latest missive from Yahoo!

_____

At around 6am PST, we again started experiencing low connectivity on our MXes, and we have since been working incessantly to improve the situation. As before, the SMTP error message being generated by the issue will generally be the following:

"420 Resources unavailable temporarily. Please try later <insert Y! MTA
hostname"

However, some senders may see our other "421" SMTP error messages as well, as listed here:

http://postmaster.yahoo.com/errors/

Ensuring that email is delivered in a timely manner is of the utmost importance and priority for us, so we appreciate your patience while we work on the issue.

_____

-Len Shneyder
Director of Partner Relations
& Industry Communications
www.pivotalveracity.com

 

I was digging through my closet today and found this hat. The hats were given out as chachka at a unique email industry meetup hosted by the Berkman Center at Harvard University on a very cold winter day in January, 2004. I think Trevor Hughes was responsible for the hats.

I believe this meeting was one of the first times that SPF, Sender-ID and Domain Keys were revealed publicly. I remember Hans Peter Brøndmo speaking about the vision of Project Lumos a lot of passionate debate about the future of email and the need for Authentication, Accreditation and Reputation systems.

My how far we've come! 6 years later SPF is gone, Sender-ID is predominantly used by Microsoft, and DKIM has been adopted by Google, Yahoo! and many others. Authentication is real. Return Path is the de-facto reputation system and also provides accreditation services along with Goodmail and others.

Back then all reputation was IP based. Now we're finally seeing significant movement towards domain based reputation authenticated with DKIM.

Did it "solve" the spam problem? Certainly not. I do think it has helped the overall ecosystem and it surely has made it easier for legitimate senders to get reliably email deliverability.

Were you at that meeting on the cold January day in 2004? What do you remember? What do you think about how far we've come?

What is with the month January this year? Seems that a few celebrity marriages have taken a turn for the worse and caused them to separate. I'm not trying to make fun of someone's misfortunes, but wow.

To make things more interesting in our terms of email, sometime this week a bunch of new buzz stirred up around Goodmail's and Yahoo! relationship. Are they breaking up? Taking a little break from each other? Who knows, but the chatter around the industry is that Goodmail has made phone calls or sent the below email to it's ESP partners and customers notifying then of such. You decide.

My viewpoint? I'm not so sold on this information just yet. Just doesn't make sense... UPDATED: as I think more about this, is it because Yahoo! doesn't see a big enough benefit over the hassle of keep up the infrastructure? Someone also said to me maybe the Goodmail stuff was in the way during the recent Yahoo! inbound outages? or caused it? is pay for email really worth it?

Effective February 1: There will be a reduction in privileges granted to CertifiedEmail messages sent to yahoo.com and other domains controlled by Yahoo:

1. The CertifiedEmail icon won’t be displayed for CertifiedEmail messages sent to these domains.
2. Delivery rates to Yahoo mailboxes will be very high but Goodmail can no longer assure delivery, as messages will be subject to filtering by Yahoo.
3. Images will be displayed for most CertifiedEmail messages but not for all.

We are in discussions with Yahoo and hope to restore full privileges to CertifiedEmail but there is no firm timeline for that at this time. We will advise on any developments as soon as we can.

Effective February 1: CertifiedEmail coverage will expand to include Verizon.net and all Mail.com mailboxes.

Goodmail remains committed to its CertifiedEmail platform, the only solution for senders, receivers and consumers who expect the highest level of security, best email practices and Inbox functionality. During 2010, CertifiedEmail will grow its ISP footprint and we will launch new exciting products.

If you have any questions, please contact our Customer Service group via email at customerservice (AT) goodmailsystems.com

-Dennis
Eloqua

Don't Just Send, Deliver!

We're seeing reports at OtherInbox of spam emails sent to email lists that are hosted at iContact. Our users give each website a different email address so it's easy to see when they get abused. I received an email with the subject "Pharmacy Best Product Vicodin.Viagra!!!!!" to an email address that was only given to Shoeboxed.com (a great service that I love). 

Other users are reporting emails to other companies that have no affiliation to Shoeboxed - but the one common thread seems to be that they all use iContact. Another list that is hosted at iContact and seems to be stolen is eApps.com. We know of at least 8 different companies affected by this so far.

Marek Isalski did a great job documenting the breach here. 

There may be another explanation, so we've reached out to iContact on Twitter and are watching their blog for more info but so far they have not responded. Understandably, they are probably doing their own research before they make any announcements. (update: iContact has updated their blog acknowledging the issue but with few other details.)

Is your list hosted at iContact? Do you have any unique seeds on it? If so, leave a message in the comments and tell me if you received this same spam email.

Yahoo! is having some MTA connectivity problems, from the Postmaster Blog:

If you're seeing some queuing in your outbounds today when sending to Y! users,
we're currently experiencing low connectivity across our MTAs, which started
this morning. We're working to get things back to normal.

The SMTP error message being generated by the issue should be:

"420 Resources unavailable temporarily. Please try later <insert Y! MTA hostname>"


Our apologies for the inconvenience.

____________________

In addition to the 420s it appears as though 421s are increasing so expect to see a few flavors of message deferred in your logs.

Sincerely,

-Len Shneyder
Director of Partner Relations
& Industry Communications
www.pivotalveracity.com

RE-POSTED from Fresh Business Thinking

Email Health Checking

By Dennis Dayman, Chief Privacy and Deliverability Officer at Eloqua

The rapid pace at which email has developed means that criminals and spammers are constantly looking for new ways to make money and bypass the law. Consequently, email technology and regulators are being forced to keep up. In the past, the threats posed by spam were prevented using fairly basic measures that would block untargeted emails. Content filters were set up to protect inboxes from messages that contained certain keywords. 

For a while this worked, but despite the initial success, filters of this kind caused two main problems. First there are false positives, where legitimate companies, marketing a valid product, were limited in their outreach if one of their key terms was blocked by the spam filter. For example, Pfizer was unable to communicate material around the product Viagra, despite having a legitimate right to market its content. The other was around interfering with personal emails and the result of excessive filters placing emails from family and friends into spam folders....

--MORE--? Click here!

-Dennis
Eloqua

Don't Just Send, Deliver!

"Permission is not enough; list engagement list is the key to deliverability. ISPs have stated they’re measuring such things as viewing time."

"Over-mailing = complaints = negative reputation at ISPs. Diversify less critical messages using Social Media. Save the good stuff for email."

"Drop the noreply@. Gmail’s begun testing turning on images for senders who have received two replies from a user; other ISPs should follow."

"Let the customer drive. From the onset and through Preference Centers let them dictate how much and what sort of email they want to receive."

"Stop marketing, at least occasionally. Actual content is likely to score better as ISPs look at engagement and complaints when filtering."

"Test, test, test. Day of the week, time of day, and level of personalization and segmentation will all improve engagement and pay dividends."

"Authentication will continue to be a major factor. Senders who have not adopted DKIM as their auth method of choice should do so this year."

"Just like DKIM, domain-level reputation is on the rise. For portability’s sake, make the From: and Friendly From as consistent as possible."

"Even though engagement, DKIM, and domain-rep may be on the rise they’re not the only factors. IP-based reputation still matters -- a lot."

"ESPs can do many things but your content and frequency aren’t among them. What/when/how you mail is largely dependent on your deliverability."
 

- Scott Hardigree | Indiemark | @indiescott

REPOSTED from mad.co.uk

When email was first developed, it was primarily used as a channel to exchange research between universities, the government and to share military information with targeted parties. Today the landscape is quite different, and  email is now a fully-fledged method of communication. As is typical however, as its popularity has grown, so has its appeal to criminals. This has created both a challenge in terms of how to prevent this criminal activity, as well as an opportunity, particularly for marketing services companies who strive to support organisations that dispatch targeted emails as part of their marketing communications activities...

MORE? Click here: http://technologyweekly.mad.co.uk

-Dennis
Eloqua

Don't Just Send, Deliver!

Bounces in email marketing are inevitable, but I often wonder how many marketers in email truly watch their bounces on a regular and consistent basis.

Enter UBER email marketing geek like me. 

At Groupon where I work, our frequency is high and we send a tremendous amount of segmented email.  Some may think that managing and reacting to bounces in this type of environment seems like a daunting task.  One of the requirements that I have as professional is that I am fed a constant stream of information on all areas relating to running an email program.  I hate being caught off guard and want to know if there is a problem before anyone tells me that we have a problem.

I spoke to my ESP and told them of my requirement to be notified when we are having a bounce problem.  I specifically wanted to know if we were having any block bounce issues with my top domains so that I can be proactive in solving them.

They responded quickly and are now generating a bounce report every 3 hours (7 days a week) indicating all of my bounce rates across domains.  I scan almost every report as they come in looking for patterns or trends in the percentages and notify my ESP peeps if I see issues.

My point in all of this is that if you are the manager or director of an email program, this means you own the  whole shebang....bounces and all.  Don't rely on anyone but yourselves to manage the tough stuff like this.  Take control of your bounces, specifically those block bounces which can wreak havoc on your program if an early warning system is not in place.  Is every 3 hours overkill?  Perhaps, but in some programs it might be necessary especially if your program relies on email as its main source of revenue.

A fellow colleague and outstanding contributor of this great blog Dennis Dayman has had some posts centered around bounces and if you haven't read them, I encourage you to do so.

Long live email marketing.

Many of you will have heard the news already - AOL plans to layoff approximately 1,400 staff members in the next day or so, the process has already started in some locations... Grim news indeed.

But this could happen to any ISP, and in times like these it makes the importance of following the escalation and support process all that more important... Less bodies does not mean less work for people - in fact quite the opposite. The individuals that do end up making it past the latest round of layoffs and buyouts will now have a major increase in work load.

Here is what you can do to help the people that help you:

1. Review your mailing metrics before opening a ticket (bounces, low opens/clicks, etc...) and read the error codes being returned in your mail logs - generally the error codes will tell you what your issues are - see sample errors codes from AOL and Comcast. High bounces, low opens, poor coding can all easily be fixed on your own.
2. If your not able to resolve this alone and need help - Consider hiring an email delivery consultant to help you (I know several that are always looking for new clients). They have seen it all and can possibly identify and help resolve an issue you didn't even know you had.
3. Consultant not in the cards and your going to try it alone... Follow the escalation process detailed on the Postmaster pages for many ISPs, no postmaster page - then try sending an email to Postmaster@ISP. Word to the Wise has a great list to reference and bookmark. Be sure to include all the information you have when asking for help from an ISP - IPs, error codes, email samples (with headers), full contact information, trace routes, manual mail server connection tests. Confused yet? See #2
4. Possibly the most important part of this is Be patient and Understanding - The postmaster/abuse desk receiving your email is already working on a dozen other items ranging from; internal network abuse mitigation to bot nets to helping resolve false positive issues to name just a few of the things they are doing on a daily basis.
5. Give Respect, Get Respect - Give attitude, and you can wait at the bottom of the support queue. Don't flood the support queues with dozens of messages, most support systems work on a first in first out process - they will get to you when it's your turn.
   
   
6. Monitor your mail logs... as abuse desks get busier their ability to reply may decline, but you may see the issue suddenly resolve without receiving a confirmation message or without an explanation of the cause of the issue (this is frequently experienced now with some ISPs).

These are a few simple things that you can consider when looking at issue, and asking for help resolving these problems. Sound daunting and confusing... See #2 - it might just be the best thing you do this year to get your program back on track, even if your not currently experiencing any delivery issues.

Original Post on EmailKarma.net

Waltham, Mass. – January 13, 2010 - Unica Corporation (Nasdaq: UNCA), the recognized leader in marketing software solutions, today announced that it has acquired privately-held Pivotal Veracity, a leading provider of tools that enable companies to optimize the deliverability and reputation of their digital communications, for approximately $17.8 million in cash....

--Click here for MORE--

-Dennis
Eloqua 

Don't Just Send, Deliver!

(The Deliverability Forum is a series of interviews I hosted with industry leaders and luminaries over the past few months.  It came to closure last week and I have shared the final post with takeaways and highlights from the Bronto blog.)

It is with a bit of ennui that I must close this series.  Many thanks to everyone who contributed to the blog posts over the last few months and gave their uncensored opinions around what they find valuable, in need of change or what interesting developments are in the pipeline.  As we began, so we will end - you may not have direct access to these industry leaders but I hope the conversations I've shared have given you insight into the minds of those who have direct influence over the email industry from a sender's and receiver's perspective.  And thank you for the comments and readership thus far.

If you missed any of the blog posts, they are laid out below in chronological order with a high level summary of the post and my takeaways for you as a reader to glean from the interview.  Also, I've included a "definition" section at the bottom of this post if there are any acronyms that you might be uncertain about.  Please scroll down to access it.

The Players:

The FTC (post) describes in the US government's own voice how spam is regulated and counteracted.  Ethan Arenson, the FTC Spam Coordinator, spells out the very serious consequences of not being CAN-SPAM compliant and where to go for their exacting interpretation of what exactly is required of all commercial mailers.  It also shows the government's willingness to help curb the problem of unwanted email by enforcing industry standards such as authentication in a non-legal but best standard way.

My take: While most commercial emailers are compliant with the law (especially if using an ESP such as Bronto), it remains in your best interest to stay cognizant of the law and have someone you trust and can defer to when you're not sure if what you're doing is legal.  Also, the FTC regularly updates the Act's provisions so make sure to stay abreast of the latest rules that are voted in by the FTC commissioners.  We are talking about law here with real civil and criminal consequences if broken.  You don't want to find yourself being accused of a federal crime wherein ignorance of the law won't hold much water!

Pivotal Veracity's (post) President and CEO, Deidre Baird, explains the importance of both authentication and user engagement.  Pivotal Veracity is neither an ISP nor an ESP, but rather a deliverability intermediary services company with deep expertise around content and email disposition.  Also, Pivotal Veracity is a partner of Bronto.  As the interview mentions, without a conscious eye towards the emerging shift in ISP deliverability patterns, specifically around user engagement and authentication, you'll find your program in trouble.

My take: As AOL puts it, "send relevant email to people that want to receive it!"  Are you doing everything you can from an infrastructure standpoint to ensure your email doesn't attract negative hits when being scanned and determined for acceptance by the ISPs?  And, once delivered, is the email being received well by your recipients?  If you can't categorically answer in the affirmative to both of those questions, you have some major homework to do or else risk your mail being deemed irrelevant and sent off to the bulk folder or bounced back.  Both cost money.

Razorfish (post) chimed in from a email content and strategy perspective.  Whitney Hutchinson, Group Director, Strategy and Account Services, sums it up nicely by hitting on these key points: engage your recipients with appropriate creatives, have a holistic marketing approach for the relationship management and take into account the "stacking effect" which is a result of the newly emergent communication technologies available to market to recipients through.  Email is now one of many.

My take: While email is now just one piece in a wide breadth of technologies (i.e., Twitter, Facebook, LinkedIn, Google Wave, SMS, etc.), it is still the most important and most trusted conduit of content that recipients most engage with consistently over time.  It has proven itself as a reliable protocol, even older than the internet itself (history)!  But, recipients have become increasingly savvy with its adoption so making your content stand out amongst the sea of email users get is at the vanguard of a successful marketing program.

ReturnPath's (post) President, George Bilbrey, still believes email is the "killer" app.  ReturnPath, while not an email sender or receiver, hosts a suite of services ranging from ESP to ISP products and plays a significant role with its liaison relationship between both senders and receivers.  He poignantly breaks down the exacting metrics ISPs use to measure user engagement (i.e., open rates, click rates, spam complaints, panel votes, etc.) along with the idea of domain reputation.  ReturnPath is a partner of Bronto.

My take: Authenticate, watch your complaints and make sure your domain reputation is healthy.  Yahoo! and AOL have already moved over to using domain reputation as a determining factor for deliverability - so to even ignore those two at this point with their combined estimated 142.4 million unique inboxes is perilous.  ISPs are fighting off spam and user interpreted unwanted email; don't let your mail take on these smarmy characteristics.

Cloudmark (post) occupies a very distinct space in the email industry as being a provider of anti-phishing, spamming, virus and other threat vector services to ISPs only.  Jamie Tomasello, Abuse Operations Manager, posits that authentication doesn't actually imply good mail but rather mail that is verified as coming from the declared source.  Interestingly, she adds that user engagement is not a net positive measurement - you can have negative user engagement as well depending on what the user does with your mail that is perceived by the ISPs and companies such as hers when it's not wanted.  Permission is tantamount.

My take: Bronto and many other responsible ESPs require permission based marketing as the only source of email addresses senders can email to.  Why?  Because it shows the true intent of the recipient to actually want your email; they've taken an action that is clear and deliberate to let the sender know they want the email.  By assuming recipient desire and emailing recipients who haven't given permission is casting a large net that will cause deliverability issues.  Think about it.  When was the last time you marked an email as spam or deleted it when you didn't knowingly sign up for it?  That's what I thought.

LashBack (post) rounded up the series as the final contributor with James O’Brien, Director of Marketing.  LashBack is dedicated to monitoring unsubscribe requests, suppression list abuse and whether an unsubscribe mechanism exists.  This directly ties into CAN-SPAM compliancy as well as being inline with email marketing best practices - when a recipient communicates to you they don't want your email anymore, you should honor this request without question or judgment.  Also, LashBack is putting together the first Email Compliance Summit which should be highly anticipated by senders and ESPs who want to stay on the cutting edge of unsubscribe policy.

My take: With the unsubscribe mechanism being one of several ways a recipient can directly and easily communicate intent with the email sender (others being complaints lodged with the respective ISP or direct email to the sender's role accounts), it is a very useful metric to measure the impact your mail is having on recipients.  Are you sending too much?  Too frequently?  Not targeted enough?  It's the job of the marketer to find that sweet spot where relevancy, recency and frequency are met with the recipients to not drive them to unsubscribe from your mail.

Definitions:

• CAN-SPAM: Controlling the Assault of Non-Solicited Pornography And Marketing Act of 2003 is the law the federal US government enacted to combat spam and other unwanted and malicious email.

• FTC: Federal Trade Commission is the arm of the federal government in charge of enforcing and maintaining the CAN-SPAM Act.

• ISP: Internet Service Provider of which the largest B2C ISPs are Yahoo!, Hotmail/Live, Gmail and AOL.  Email provider or receiver.

• ESP:  Email Service Provider such as Bronto.  Email senders.

• SPF: Sender Policy Framework is a type of email authentication that is path based and validates the sending entity.

• DKIM: DomainKeys Identified Mail is a type of email authentication that is encryption based, validates the content of a message hasn't been tampered with while in transit and can be tied back to a sending domain.

I hope that the Deliverability Forum and this wrap up have helped you with your deliverability programs.  Still have questions?  Comment below and let's keep the conversation going.

Chris Wheeler
Director of Deliverability at Bronto
@ChrisAWheeler

[Reposted from Return Path blog]

As 2010 begins and many head to the gym to fulfill New Year's resolutions, here at Return Path we'll be getting our workout strengthening our data! As the world's most comprehensive email reputation data source (collecting data from over 150 million mailboxes worldwide), we are dedicated to ensuring our reputation scores are accurate, current and thorough.

We know the email universe relies on our Sender Score. For anyone who sends email, it's the foremost measure of email reputation - a direct reflection on sending practices based on universal reputation metrics: user complaints, spam trap hits, unknown user counts, and more. For those receiving mail, Sender Score can be used to inform inbound email handling and assist with the Herculean task of separating good email from spam.

These are the reasons why we'll be integrating new and improved data sources into our Sender Score calculation. Though we constantly tune the underlying Sender Score data to ensure accuracy, we have some deeper changes (adding and removing data as well as tuning) that we are making in early January that we wanted to give everyone a heads up on.

When these releases are complete, we anticipate both coverage (total unique IPs scored) and accuracy to improve. We do expect an initial, minor drop in coverage, however as the changes roll out coverage should ultimately increase (well beyond what it is today).

What does this mean for those sending mail? If you are affected by the temporary drop in coverage, when you check your score on senderscore.org (or in Reputation Monitor in our monitoring suite if you're a client), you may see a question mark instead of a numeric value. Again, this will only be temporary. Otherwise, you may notice your score (0-100) has risen or dropped from the previous average, as our analytical models are automatically adjusting to this new, broader perspective. But there's no cause for alarm. It'll smooth out soon.

Generally speaking, not having a score or having a minor shift in your score will NOT affect your email deliverability. The ISPs who use the Sender Score in their filtering decisions have been fully informed of these enhancements. We've also taken steps to ensure that our Return Path Certification program and Reputation Network Blacklist will ignore any inconsistencies in the Score.

Thank you for your patience and support as we roll out these great improvements to the Sender Score. As we continue to fortify our reputation data, Sender Score will be more robust than ever and will continue to be an increasingly crucial factor in inbox placement rates.

Quick note this morning. SpamAssassin has notified the industry that a bug exists in their software.

What's the deal here you ask? Well it seems that SpamAssassin had a rule in their default installations YEARS ago that would catch any spam with the date 2010+. Yes, believe it or not, but spammers forged their dates to confuse filters at one time or another. 

Well, email HAS survived up to 2010 now and the rule was never updated. Any emails sent as of January 1, 2010 to servers running SpamAssassin before the fix was made available, and to any servers running SpamAssassin that have not implemented the fix, will experience a higher than normal SpamAssassin score. This will effect delivery for messages where the score increase is significant enough to put the email's score above a filtering threshold

A fix to this issue has been made available, but it may take some time for servers running SpamAssassin to make the necessary updates since administrators are the ones who have to make the fix happen.

Make sure you poke as many people about this.

-Dennis
Eloqua

Don't Just Send, Deliver!

I'm amazed that what is probably the largest data breach in email marketing history has gone largely unnoticed by the email marketing community. Suppression lists get stolen all the time, but I've never heard of an ESP getting hacked and compromising the subscriber lists of all of its customers. 

I haven't seen a single article about it in any of the trade magazines not to mention that TechCrunch usually loves to cover this sort of thing. A few bloggers have talked about it (here and here) and Al Iverson wrote a short post but I'm surprised how little it was covered by the mainstream press. Maybe its due to the timing right before the holiday?

At the end of December, AWeber says their database was hacked by an "overseas organized group" and some, if not all of their subscribers started receiving Viagra spam and other unsolicited email messages. AWeber is an email service provider that claims 65,000 customers. Each of their customers uploads a list of email addresses, so AWeber probably holds tens of millions of unique email addresses.

According to the AWeber blog, they had vulnerabilities in their software that allowed a malicious hacker to gain access to the database containing the email addresses. It's unclear if they got the whole database or just part of it (and probably impossible to know for sure). AWeber assures us that its all fixed now. 

I'm not sure that a customer reading AWeber's description would get the right idea or understand the significance of what really happened. 

AWeber points out with little red flags all the things that were NOT stolen, and make a laundry list of everything they can think of. Pointing out that no "from email addresses" or "website URLs" were stolen seems to be really grasping at straws - maybe they thought that by making the list of NOT bigger it would draw attention away from what was really stolen.

They also point out that the spam being sent to your customers isn't being sent from AWeber, so it won't hurt their deliverability. I'm sure that's comforting for AWeber, and I'm sure its a common question their customers might have - but the way its written downplays the primary issue that their email list was stolen.

They lost the subscriber lists. That's the most valuable thing they have! If I were a customer of theirs, I'd much rather that they lost my credit card number than lose my list of subscribers. I can cancel my credit card - but I can't ever get my email addresses back from the foreign criminals and everyone else they sell it to. Those users can never unsubscribe now - they will just get more and more spam until they switch to a new email address.

The criminals can now sell those email lists on the black market over and over. The problem is likely to get worse over time as each generation of the list gets resold. This is a Pandora's box that can't be closed after you open it.

I have a unique OtherInbox address that I gave to AWeber when I signed up to try out their service a few years ago. I haven't received any email at that address since it was first used. But in the past week it has received 5 messages with various subject lines and the same NSFW body showing the before and after images of a penis enlargement device. 

You know what I haven't received? An email from AWeber notifying me that my email address was compromised. I guess they think that posting it to their blog is enough. But considering that none of the owners of the email addresses that were stolen even know who AWeber is, its pretty unlikely that they would be reading the AWeber blog. I don't think it is adequate notice.

Fortunately, because that email address was only given to AWeber, I can just Block that one email address and be done with it. But if they had your work email address, there is nothing you can do to fix it and it is just going to get worse over time.

If AWeber was the secret service, this is like having the president get shot on their watch. Complete failure to protect their most important asset. I don't have anything against AWeber and have always respected them - but I don't see how we can let this one slip under the radar. Customers need to have higher expectations of their Email Service Provider and consumers have to higher expectations of the companies they purchase from. 

If I were AWeber, I would be groveling to my customers and begging forgiveness, not pretending that it wasn't a big deal. It seems like their attitude is all wrong - their original blog post didn't even have an apology to their customers, it was added afterwards. When I ran SKYLIST and UnsubCentral, if for any reason I felt that our service had not lived up to the expectations we set with our customers I compensated them in some way (a month of free service at a minimum).

If you are an AWeber customer, you should probably consider sending notice to your own customers who were affected by this, the way that ProBlogger did and Seesmic did.

If you are an Email Service Provider, you need to make it clear to your customers that this is NOT something that is acceptable or expected to happen. You need to make it clear to your customers that their subscriber lists are safe and are not going to get hacked.

If you are a salesperson at an Email Service Provider, you should be calling up AWeber customers. Email Data Source can probably show you a list of them.

Originally posted on Word to the Wise here following a discussion themed around ISP and ESP interactions and communication gaps.

My take...

After reading Laura’s and Steve’s posts on the gap between the “senders” and “receivers” (both excellent reads I recommend if you haven’t already done so), it really made me think about why I do what I do and why I think (hopefully not being too narcissistic here) that I’m reasonably good at it.

I was formally educated and then broken in after school with the technology world but have never considered myself a technology purist (I will never author a C# book or program my own killer app). However, I also enjoy people and working with (almost) all of them. Traditionally, these two skillsets have not meshed well in the technology industry to a nontrivial level. So, when I went into deliverability, I was intrigued by the fact that it is as much of a technology, business, marketing and people facing genre as any. And, one of the things I am highly grateful for was that I worked for a sender who really seemed to get it. Of course there were marketing jerks and revenue driven bullies there as well, but my management supported me in really trying to do the right thing by the end email recipient (and in this case, customer).

This helped me shape my view of my role in deliverability and decide which type I wanted to be. Mind you, I have never worked at an ISP. So, my bias is towards the senders. If you have a management team that understands that deliverability is not just a flashy word to throw around, push in prospects’ faces or otherwise excuse away as another service to potentially charge for when not necessarily needed, you’re in a good place. But, you also have to decide what you value as important and ethical for yourself. Unfortunately, there are a lot of folks who are in the deliverability space not because they like the work and are truly looking out for recipients, but rather (and as Steve’s post touches) out there to make money doing anything they can to drive revenue from their perspective without much respect or empathy for the person on the other end of the mailbox. ESPs have been given a bad name in the industry as the aggressors, those who are willing to use and abuse the email ecosystem to get money with no respect to the common rules of “best practices” or recipient perspective. Unfortunately, a lot of folks in the email receiving world have adopted this as their stereotype and dismiss anyone trying to triage a deliverability problem as one who is just wanting to get more emails in an inbox..to generate more opens…to garner more clicks…and ultimately put more cash in their pocket.

This is simply untrue. But, there are a lot of senders who do fit into this category, unfortunately.

The same can be said of ISPs, who seem to be on the defensive all the time and take every piece of incoming mail as having a negative relevancy score attached to the intended recipient and make the sender pay (literally in terms of some accreditation methods) to move towards what they perceive as a positive and user wanted email. The sloppy ISPs rely heavily on using highly automated systems to either do binary blocking outright on certain arbitrary indicators in mail or simply throw their hands up and call anyone not sending a one to one message from someone’s relative or friend spam. Again, though, this is an unfair stereotype that doesn’t apply across the board. I work with many ISPs that do take the time, effort and examination to help recipients get mail they want instead of just outright declaring jihad on mass senders altogether. If you pay close attention, these are also usually those who are very technically savvy (and thus breed a desire to keep the internet a free and open exchange for ideas to be messaged, including those that are marketing related and wanted). I enjoy reading the information they post. Our conversations. Listening to what they have to say. And in turn, I believe they do the same of me since they know I’m more about letting numbers and actions speak for themselves as opposed to trying to circumvent any process or “game” them. Numbers and actions, for me, are about spam complaints being driven down, email engagement being up, and benefit being gleaned from the messages sent via whatever method is most appropriate. CNN, for example, sends me transactional breaking news alerts. I may not read every one. And I certainly am not driven to purchase or pay into a service as a result. But, I do enjoy getting these and would be upset if that stream of information stopped. A lot of ISPs get this – the implied and real value I have as a result of knowing what’s going on in any facet of email communication when I don’t have a chance to proactively find out myself.

The rub is that ESPs are paid money to send email (with their hue changing based on types of email they send, the clients they onboard, adherence to their own rules, etc.). But, we are paid to send email (notice “quantity” is intentionally excluded from this sentence). It’s the core product of our systems…deliver communication via electronic mail. ISPs are not paid to receive email. Some ISPs are paid for the images or impressions they drop in which are driven by the mail a user gets being the catalyst for the times they check their mail. Or, some ISPs charge money for email (so in a sense, they are paid to deliver within their own confines of what is spam or not to the customer). Other ISPs just have email as an extension of their existing services (think cable providers or cellular companies) which ultimately can be ear marked for revenue.

So, not all senders are bad; neither are all ISPs good (and vice versa). But, at the end of the day, I can honestly say I don’t have that many problems when dealing with receivers since I tend to only really have a relationship with those I believe are trying to do the right thing, like me, in ensuring recipients get mail they want, need, or otherwise are just glad to have around. I don’t need to be yelled at as an abuser of the internet because I’ve found a living in sending email, as much as a mechanic does for contributing to global warming for putting gasoline burning cars back on the road. Nor, do the ISPs deserve to have fingers waved in their face either when, usually, they’re trying to keep their recipients happy and not melt under the deluge of true spam that technology has brought with it. I’m sure this will inspire some nasty comments, or at the least, a nonplussed double take, but ISPs are businesses as well. They are not run on cookies and rainbows. Same with ESPs. Finding a balance between the two with corporate management pushing down and reinforcing an intermediary relationship that doesn’t engage in an antagonistic or adversarial role is what will win every time.

It’s about the people, the personalities, and a new industry that’s evolved in the aftermath of the advent of spam and marketing mail. But, if your culture is one which doesn’t fit what makes you feel you’re successful or back your mores you’ve developed or adopted over the years, you must realize you’re empowered to make yourself respected and happy. No one else, though. And, at the end of the day, I think the issues between ISPs and ESPs not communicating effectively is more about what the company culture is and how well (or not) they respect and encourage their employees to drive for whatever measurement of success you both share (be it money, recipient satisfaction, client satisfaction, just putting in an honest day’s work, or the fact you get to work from Punxsutawney).

Chris Wheeler
Director of Deliverability at Bronto
@ChrisAWheeler

 

Repost from Pivotal IQ Blog

Yesterday, Goodmail announced that it launched the industry’s first 3rd party domain-based whitelist, called CertifiedDomain. We had a couple of questions for the Goodmail team and here’s what we found out, straight from the source:

1. Authentication Required. Before looking up a domain on CertifiedDomain, a receiver must confirm the message was indeed sent from the domain it purports to. Goodmail is agnostic as to what authentication method is used. It could be DKIM, Sender ID Framework, SPF, DomainKeys, or anything else.
2. Goodmail’s Whitelist is Publicly Available for ISP Use. The basic CertifiedDomain list is publicly available to anyone on the planet and can be used by receivers (ISPs and businesses) to help them in their email filtering. These receivers are not required to ask for Goodmail’s prior permission or even inform them that they are consulting the CertifiedDomain list. Goodmail says it expects the basic list to be used extremely widely. Goodmail also says that a more comprehensive list is licensed to ISPs, but the company does not publicize these agreements. Not all ISPs who accept CertifiedEmail have the technology to filter incoming messages based on domains yet, but ultimately Goodmail expects all its ISP partners to consult the CertifiedDomain list. It also anticipates that not partners such as enterprise networks/B2B etc will consult with the new whitelist. 
3. You CAN Get Booted Off the List. If Goodmail’s get data from its partners or other evidence showing a domain is no longer worthy of being listed, Goodmail will remove the domain from the list. Goodmail says it might publish a specific AUP for CertifiedDomain, but until it does, adherence to the existing CertifiedEmail AUP is recommended. 
4. Image Blocking Benefits are the ISPs’ Prerogative. At this stage, Goodmail is not aware of any ISP that intends to turn on images solely because of the inclusion of a domain on a whitelist, but says it is likely that ISPs which selectively turn images on will consider the inclusion of a domain on the CertifiedDomain list as a positive input to this message-by-message decision. Each ISP will set its own policy and will assign its own weight to the inclusion of a domain on the CertifiedDomain list. 
5. Fee Structure. There’s a onetime accreditation fee but, as specified in the Terms & Conditions document for CertifiedDomain, Goodmail might charge an annual renewal fee and might introduce other fees in the future.
6. CertifiedDomain Can’t Help You if Your Connection is Dropped. The first line of defense of all ISPs is blocking at the IP address level (refusing a connection), and CertifiedDomain won’t help there. CertifiedDomain is helpful only once a message has been accepted and authenticated by the ISP, when the ISP is looking for multiple inputs to its filtering algorithm.
7. rDNS and WHOis Not Required, But Recommended. Goodmail doesn’t impose such technical requirements as a precondition to being listed on CertifiedDomain. However, an ISP sophisticated enough to validate the authentication of incoming messages and to consult the CertifiedDomain list is also likely to perform such checks and to use the results of these checks as yet another set of inputs to their algorithm.

Cheers!

-Len Shneyder
Director of Partner Relations
& Industry Communications
www.pivotalveracity.com

The preference center is a highly intriguing, untapped resource for Email Marketers and could be used in a variety of ways.  It has the potential to establish critical ground rules with both newfound and dormant subscribers.  When subscribers are awarded mission control to continuously manage their preferences, the amount of information that marketers can glean is truly unlimited.  During last week’s Email Insider Summit, Greg Cangialosi spoke about a “master preference center” which, in essence, puts the subscriber in complete control of different online messaging streams.  Additionally, subscribers would be able to divulge their social media and mobile credentials within the preference center.   By adding social media and mobile to the preference center, users garner an added benefit: they can proactively engage with your subscribers within the “online” marketing channel they prefer.  As Jeannie Mullen points out in her recent Web 3.0 column, subscribers now receive emails through a plethora of online channels. Optimizing the preference center will make for a more satisfying subscriber experience.

Balanced Online Messaging

When it comes to email, we understand the basics. How often do you, the user, wish to receive emails?  What email format do you prefer? However, to get to the next level of online messaging, we need to move beyond basic queries and product of interest questions.  The key to reaching the next level lies in adhering to your subscribers’ wishes and preserving a “balance of online messaging.”  To achieve the goal of balanced messaging, give subscribers social media and mobile preferences as well.  For example, subscribers may prefer to utilize Twitter for customer service inquiries, while other subscribers may choose to receive more “entertaining” messaging via Facebook.  I envision a preference center design, where subscribers can populate a matrix of radio buttons or checkboxes and choose the type of messaging and preferred online channel.  Tweetdeck's latest version is a good example, where the "notifications" tab allows clients to choose the level of detail on each type of message stream.  Perhaps in the future, we'll see more formal messaging dispatched through email instead, which underscores why the vision of a master preference center is so significant.    We’ve learned that subscribers engage with brands through various different online and mobile channels.  Engaging them through their preferred method will pique their interest and ultimately entice them to orbit your brand successfully.

Mini Surveys in the Preference Center

If we continue to explore the potential of a well-structured preference center, we will discover a way that marketers can induce a higher level of participation, intimacy and engagement.  To do this, marketers can devise a “mini survey” (just one or two questions) that updates regularly with relevant and timely questions.  The survey would be integrated into preference center itself.  By adding a mini survey to poll your subscribers, you’ll increase the attributes for a given record in a database, and thereby allow future messaging that is more detailed relevant to your subscribers’ needs and interests.  We learned last week that FedEx has 144 attributes associated with each subscriber.  FedEx utilizes this wealth of information to tailor their marketing to the needs of individual subscribers, which will increase intimacy and engagement.

When your subscribers develop their profiles via the "mini survey," they become "active" subscribers.  In doing so, they give you permission to ameliorate their experience with you even more.  By asking leading questions that will result in a more profound relationship, you will allow your subscribers to modify their behavior and attain a greater degree of engagement with your brand.  Leading questions can invoke a higher level of brand awareness, and the use of time sensitive questions will enable you to increase that level of engagement with your brand sooner rather than later.  For instance, pose questions such as, "How likely are you to purchase from us the holiday season?"  Or, something along the lines of "Do you anticipate making a purchase from use within the next 90 days?"  (Make sure to phrase questions in a sensitive manner, so that they will not alienate your subscribers!)  Questions like these effectively create a sense of urgency and may give you greater insight as to what types of promotions you can successfully "initiate" with each active subscriber.  

Detailed Information: A Prerequisite for Customized, Detailed Messaging

Now, if a newly active subscriber has been dormant since immediately after answering your leading questions, you should take steps to re-engage that subscriber.  When this situation arises, you have a valid excuse to send a re-engaging or “reminder” email with a single survey question that will lead the subscriber to a preference center landing page, without necessarily prompting a smattering of complaints.  A strategy you might consider is utilizing  the preference center as the landing page of choice when formulating re-engagement campaigns. In that case, installing follow up questions there can help you in your mission to engage subscribers.  Using these methods should significantly reduce your spam complaints in the event that the subscriber chooses to end your relationship.

Inevitably, preference centers will get more sophisticated over time, and as Morgan Stewart of ExactTarget quoted Amazon’s chief scientist, who opined, “The future of marketing is based on how we enhance the digital experience of a subscriber and provide more detailed messaging by asking the subscriber for more detailed information.”  You may wonder, “How can I ask my subscribers for more detailed information without seeming intrusive and drawing spam complaints?”  If that is your question, preference centers hold the key to a successful mission with your subscribers. 

 Fred Tabsharani

 Port25 Solutions, Inc.

@tabsharani

Repost from Pivotal IQ Blog

Today, December 10th, 2009, AOL launched a new postmaster site that includes some rather valuable tools for every email marketer out there. The new postmaster site includes a bevy of infformation from how to sign up for a Feedback Loop with AOL to acceptable use policies and terms of service. All of the great information from the old site is present on the new site including some new features which mailers should find reason to stand up and applaud:

IP Reputation

AOl has created an IP reputation check tool which allows a mailer to check on their IP reputation as it is measured by AOL. This reputation check informs mailers if their rDNS (reverse DNS) has propagated to the AOL servers, one of the basic requirements to send mail to AOL is to have a valid and resolveable rDNS entry, and a 3 color traffic light indicating the status of the IP:

• Green is good
• Yellow is neutral
• Red is poor
• Grey is unknown (we have no data)

Mailers should take time to familiarize themselves with this new site, the valuable information contained therein and update their existing bounce codes/classifications with the published ones. AOL's quote on their new website

Cheers!
-Len Shneyder
Director of Partner Relations
& Industry Communications
www.pivotalveracity.com

Back in September of this year AOL began hosting the mailboxes for Mail.com; the transition began by changing the MX servers and how mail was being routed to mail.com users. For a stint of time one would have to be whitelisted at both AOL and Mail.com (formerly under the umbrella of Outblaze). The MXs have been finalized and all mail bound for Mail.com is safely under the umbrella of AOL.

This weekend a new round of changes took place: the rebranding of the Mail.com webmail client. The new client looks very much like AOL's webmail client and behaves accordingly.

 

In addition to the visible changes that took place, Mail.com's imap/pop preferences also changed. Although the site listed smtp.mail.com as the usable server, mail would not download via this host. From some testing we did, it appears that changing the pop/imap host from Mail.com's to AOL's will restore normal mail delivery. 

Cheers!

-Len Shneyder
Director of Partner Relations
& Industry Communications
www.pivotalveracity.com 

Fellow Deliverability.com blogger Andrew Kordek started a provocative conversation among a group of email marketers when he asked "If you had one wish in email marketing, what would it be?"

Andrew's wish (education for marketers, ESPs and clients alike), which echoed Martin Luther King's "I Have a Dream" speech, inspired me to take a page from John F. Kennedy's famous inaugural exhortation: "Ask not what email marketing can do for you. Ask what you can do for email marketing."

Many of the comments to Andrew's "Dream" post wished for things like getting Microsoft to dump Word as the HTML engine in Outlook 2007, or better video rendering, or standardized bounce codes and email metrics. Rather than throwing a penny into the proverbial wishing well, however, what are you going to do in 2010 to actually make a positive impact on the industry?

Here are three places to start:

1. What you can do to help yourself: Take your career seriously, and educate yourself on all the aspects of email marketing that make it different from other marketing channels. Learn the best practices that have worked for leaders in the industry, and try to do the right thing instead of the easiest or the quickest.

Attend conferences and Webinars, read blogs like this one and take advantage of all of the free resources on the Web that provide the knowledge and tools to guide you toward delivering a world-class email marketing program.

2. What you can do for your employer: Educate your managers and C-Suite on the role, value and ROI of email marketing. Show them what proportion of your budget email actually consumes and present facts and figures to back up your requests for more resources.

Also, show how email can be much more than a sales channel. It can build brand awareness and affinity, customer loyalty and retention, reduce costs and help other departments solve problems and achieve its business goals.

3. What you can do to benefit the industry: Email continues to suffer an image problem not just from spammers but also because legitimate marketers do stupid things, like buying mailing lists instead of building their own house lists and pounding them to death with indiscriminate volume and irrelevant messages.

Get involved in industry associations (the eec, ESPC, MAAWG for example) that strive to raise the bar for effective and ethical email practices.

Practice what you preach. Be willing to brainstorm solutions to problems instead of just complaining about ISPs blocking your emails and being overworked.
 
Join in the conversation about email on social networks like Twitter, Email Roundtable, Email Marketers Club or LinkedIn (where this discussion originated).

To revise yet another famous adage: "Be the change you want to see in email marketing" (Mahatma Gandhi).

What are you going to do for email marketing in 2010? Please share your thoughts.

I'm a bit of an email geek.

I evaluate nearly every email in my inbox and many in my spam folder. I read and contribute to many of the industry blogs and publications. I peek over my wife's shoulder as she's scanning her inbox to better understand how she "consumes" email marketing campaigns. Unfortunately, I'm often disappointed at the number of email communications that fail; those that miss the boat, forget to treat consumers like humans, and don't set proper expectations.

That's why when I see something like this from Chase (see landing page below), I get jazzed. I want to celebrate the good. They did it! Yay! Yay!

Brief Backstory

I recently made the switch to the Southwest Credit Card, mostly because I love Southwest Airlines. I signed up my Southwest/Chase credit card online and promptly forgot my username and password. Awesome, right? Thankfully, like most sites, they have a step-by step process to retrieve my information. You've likely stepped through this before. You answer a series of challenge questions. Then, your username and/or password is either displayed or some type of code/link are sent to you via email. Standard procedure.

Setting Proper Expectations

The Chase Online process was quite similar to the typical one described above, with a twist. When it came to the deliverability of the Identification Code, there was a nice alert informing me of what could happen with the recently sent email. Take a minute to read what's inside the red box. You may have to click the image to enlarge. (Note: I added the red box.)

They set clear expectations. Not only that, but they used language that was aligned with the average consumer - internet traffic, software settings, etc. They didn't barrage me with technical-speak. They told me what to expect and when.

Nice job Chase Online! You win today's gold star.

Are you setting proper expectations? Do people know what to expect, when, and how often?

DJ Waldow
Director of Community, Blue Sky Factory
@djwaldow

The Final Word on DKIM and Deliverability

By: J.D. Falk of Return Path

Seems like every week, I see another industry colleague asking for a detailed list of how each DKIM option affects deliverability. Everyone who's asked for this is a smart person, generally clueful, but this question stumps me. Perhaps it's that while I learned about email technology as a way to get a message from one autonomous system to another, he learned about it in the frustrating context of trying to figure out why his mail was being blocked -- so it has never before crossed his mind that new email technology might be invented that won't make delivery of his marketing messages more difficult.

See, DKIM isn't some wacky new anti-spam method intended to reduce your ability to get mail delivered (that's what that made-up word "deliverability" means, after all.) It's authentication, designed to make it easier to identify the good senders.

DKIM only answers two questions:

1. Does the message have a valid signature?
2. If it does, what domain signed it?

The signing domain, identified by the d= tag in the DKIM signature header, is the only part of the DKIM signature where the choices you make now will directly affect the continued deliverability of your messages. This is because d= is how you tell the receiving system who you are.

With a valid signature on the message, if the receiving system has a domain-based whitelist, and your d= is on it, the message gets in. If they have a domain-based blacklist, and your d= is on it, the message will be rejected. Few mailbox providers have either of those today -- but if they have a domain-based reputation system, which we know the big mailbox providers are working on, then delivery depends on reputation. It's exactly the same as with IP addresses today.

And just as with IP addresses, consistency is critical. If you want to separate different mailstreams, then instead of sending from different IPs like you were before, you can now sign with different domains: shipping.example.com, marketing.example.com, corporate.example.com. Within the context of authentication, each of those is an entirely separate entity. Reputation assessment systems will quickly figure out that there's a relationship between everything that's part of example.com, though, so you can't use this to escape the much-deserved bad reputation of a bad mail stream.

If you send through an ESP today, chances are they sign with their own domain. This means that if you switch to another ESP, you can't take your reputation with you. However, it also means you can borrow the ESP's reputation as long as you're their customer. Work with your ESP to choose the configuration most appropriate for your situation.

So you can stop worrying, sign your mail, and get back to the important work of making sure your recipients are happy to receive the messages you send.

If you're interested, here's a rundown of all the other options in the base spec -- RFC 4871 -- and what effect they're likely to have on delivery of signed messages. If you haven't read the introduction and the terminology and definitions section yet, please do so now.

There's currently only one acceptable value for the version (v=) tag. If yours isn't 1, then the DKIM signature isn't valid. Effect on deliverability: none if it's 1, otherwise the message will be treated as if it wasn't signed.

The algorithm (a=) is very important to cryptography geeks, but we're not talking about ICBM launch codes here. Unless you remember why DLG2209TVX was replaced with CPE1704TKS, accept whichever algorithm and key size your mail software vendor or ESP recommends and be done with it. (Just watch, someone will comment that rsa-sha1 is insecure because someone could decrypt it in a matter of months -- per message.) Effect on deliverability: none.

Canonicalization (c=) is a sneaky way to get around the fact that sometimes an intermediary mail server will make minor changes to a message, like capitalizing header field names or snipping empty lines at the end of a message. With the default "simple" algorithm, those changes would cause the signature verification to fail. With the "relaxed" algorithm, those changes may pass. Effect on deliverability: none unless the message fails.

You can choose to specify, in the h= tag, which header fields you're signing. There's a good description in the base spec of why you might or might not choose particular fields. If you use this, I'd go with the headers that users are likely to see in their mail client, plus anything you use for tracking. Effect on deliverability: none.

Similarly, you can copy all of the signed header fields into the signature with the z= tag. I'm not sure why you would, except for debugging. Effect on deliverability: none.

The selector (s=) is just a way to look up which key you're using, allowing you to use multiple keys with the same domain. You might have different keys for different offices, or systems, or create a key that you can give to your ESP to sign on your behalf. The selector is also useful for changing keys periodically, in case the private key is no longer private -- for example, you could change selectors every other month, removing old ones a few months after you've stopped using 'em. Effect on deliverability: none.

A somewhat controversial option is the body length limit, designated by the l= tag. This allows the signer to say "I signed this much of the message, but there might be more content after that -- and if so I'm not responsible for it." It's a reaction to discussion list software which may automatically add an informational footer to the end of a message. Thing is, these lists invariably make other changes also -- new headers, et cetera -- so the signature would be broken anyway. And, if your focus is on keeping the recipient safe (as it is for all mailbox providers), why would you deliver a message where the top part is from a trusted sender and the bottom part could be malware? Effect on deliverability: could be bad. Don't use this.

The q= value is easy: it can only be "dns/txt". Anything else is invalid. Effect on deliverability: none if it's dns/txt, otherwise the message will be treated as if it wasn't signed.

There are two optional tags referring to time: t= is the time the signature was created, while x= is when it expires. Both of these are designed to catch stupid criminals. If the signature was (allegedly) created after the message was received, it's not valid. Or if the message is received after the signature expires, it's not valid. While it's not entirely clear what will happen in the wild, I'd recommend skipping both of these. Effect on deliverability: none if the times match up or the tags aren't used; otherwise, the message will appear suspicious.

A formerly controversial feature is the i= tag, which looks like an email address -- but probably isn't. As I explained back in March, Cisco uses this to identify individual users: i=santaclaus@cisco.com, if Santa Claus worked for Cisco. And you know, he might. More common, I'd expect, senders will use i= to denote distinct mailstreams or internal divisions for their own tracking purposes: i=transactional@example.com, i=marketing@example.com, i=nyc-office@example.com. Thing is, there's simply no way for anyone on the receiving side to know whether marketing@example.com is a mailstream, a department, a individual email address, or simply a string of randomly generated characters. As such, reputation is more likely to accrue to the d= value. Effect on deliverability: probably none.

So unless you use l= or have unrealistic expectations about i= or s=, as we discussed above, d= is the only thing that matters. See? Nothing to worry about.

------------

-Dennis
Eloqua

Don't Just Send, Deliver!

My good friend Rick Buck of e-Dialog sent this around over the Thanksgiving holiday and I thought it would be mighty appropriate to post it for your reading pleasure. Hope everyone had a great start to their holiday's, now get to work ;)

------------

‘Twas the month before Christmas, when all through the land,

marketers were scheming to hit year-end plans.

Their e-mails were designed in great detail and care,

in hopes that all of their customers soon would be there.

Mail the entire list. Mail them all!

Mail away! Mail away! Mail away all!"

The executives were nestled all snug in their beds,

with visions of Q4 revenue dancing in their heads.

When back in the office arose such a clatter,

that delivery support ran to see what was the matter?

Away to their reporting tools they flew like a flash,

investigating each client’s mailing to look for the trash.

The data before them on the newly sent mail

gave all indications of why they did fail.

When what to their wondering eyes should appear,

but a slew of bounce codes that no one would endear.

Unknown User! Inactive Account! Mailbox Doesn’t Exist!

Blocks from the ISPs were hard to resist.

If only they’d listened and segmented their data.

Their mailing would have been delivered,  staying off of the ISP’s radar.

Relevance, hygiene, permission and more,

ultimately gets the campaign safely out the door.

Reach out to your clients now and give them a shout.

Make sure they understand what this is all about.

Eliminate unknown users, non-responders, and hard bounces alike, and watch delivery and response rates soar and spike.

It is important to take heed of this trustworthy advice,

because the ISPs know if you’re naughty or nice.

During this important mailing season we must get it right.

Happy Holidays to all, and to all a good-night!

------------

-Dennis
Eloqua

Don't Just Send, Deliver!

Repost from Pivotal IQ Blog

A little over 10 days ago I wrote about deliverability in the first 11 days of the holiday season and how it was reflected in industry wide benchmarks. It's time now to look at the next 11 some odd days as our run up to the all important Black Friday is no longer on the horizon but quite literally at our door steps.

I dare say that more and more email is arriving, rather I should say that more and more email is being sent -- and more of it is being filtered by ISPs. The holidays are a difficult time for both sides of the fence: senders (marketers, email service providers, *gasp* spammers) and receivers; or more accurately: those people who run the networks where email is directed.

So what have we seen in the run up to the holidays when it comes to opt-in email marketers' deliverability? As expected, a downward trend. Last week wasn't quite the same haphazard five days with numerous peaks and valleys, but it wasn't as smooth as we would like it to be either. The weekends have seen a rebound in terms of deliverability numbers as volumes drop, but the weekdays are a veritable trench warfare of offers, specials and hype about the coming Black Friday retail events.

What is significant to note is the all-time low of 72.40% that happened on Friday the 20th and could well be the result of complaints accumulating from higher traffic on Thursday. If last Friday's number is a harbinger for this coming Friday, then we can assume marketer's will make last ditch efforts to cram inboxes with email. Those who wish to distinguish themselves from the mad dash to the finish line may want to take into consideration that filters will be on high alert, queues packed with messages, and attentions distracted from the screen to the holiday feast. Instead of joining into the mass hysteria of the 11th hour, focus on today and tomorrow as the finish line and leave the inbox alone on Thursday - which appears poised to be a high volume, high traffic day. Craft messages to relevant segments and customers that are the most likely to act on them. Sending out a last minute offer to someone who hasn't purchased anything in the last 5 years is akin to shooting yourself in the foot rather than hitting a bullseye.

The rules of the game haven't changed—customer engagement will separate the winners from the losers, the spam from the ham, and success from failure. In a recent post on ExactTarget's Blog, good sound marketing advice was aptly put into verse. Although this little ditty might sound comic it is an accurate and cautionary tale from one of the nation's leading mailbox providers, AOL.

Cheers!
-Len Shneyder
Director of Partner Relations
& Industry Communictions
www.pivotalveracity.com