Who can you trust?

I’ve been recently dealing with a client who is looking at implementing authentication on their domains. He’s done a lot of background research into the schemes and has a relatively firm grasp on the issue. At this point we’re working out what policies he wants to set and how to correctly implement those policies.
His questions were well informed for the most part. A few of them were completely out of left field, so I asked him for some of his references. One of those references was the EEC Email Authentication Whitepaper.
My client was doing the best he could to inform himself and relies on industry groups like the EEC to provide him with accurate information. In this case, their information was incomplete and incorrect.
We all have our perspectives and biases (yes, even me!) but there are objective facts that can be independently verified. For instance, the EEC Authentication whitepaper claimed that Yahoo requires DKIM signing for access to their whitelist program. This is incorrect, a sender does not have to sign with DKIM in order to apply for the Yahoo whitelist program. A bulk sender does have to sign with DKIM for a Y! FBL, but ISPs are given access to an IP based FBL by Yahoo. I am shocked that none of the experts that contributed to the document caught that error.
Independent verification is one reason I publish the Delivery Wiki. It’s a resource for everyone and a way to share my knowledge and thought processes. But other experts can “check my work” as it were and provide corrections if my information is outdated or faulty. All too often, senders end up blaming delivery problems on evil spirits, or using “dear” in the subject line or using too much pink in the design.
Delivery isn’t that esoteric or difficult if you have a clear understanding of the policy and technical decisions at a range of ESPs and ISPs, the history and reasoning behind those decisions, and enough experience to predict the implications when they collide.
Many senders do face delivery challenges and there is considerable demand for delivery experts to provide delivery facts. That niche has been filled by a mix of people, of all levels of experience, expertise and technical knowledge, leading to the difficult task of working out which of those “experts” are experts, and which of those “facts” are facts.

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DKIM implementation survey: prelim results

First off, I want to thank everyone who participated in the DKIM implementation survey. This week has been pretty hectic so far, so I haven’t had a chance to actually dig down into the data from the survey, but I thought I’d post some preliminary results.
The ESP survey had 45 respondents. 30% of those sent more than 15 million emails a month.
Of all the respondents: 40% are signing with Domain Keys, 51.1% are signing with DKIM.
Of all respondents: 79.5% are signing with Domain Keys and 78.8% are signing with DKIM to access services (whitelists or FBLs) provided by the ISPs.
50% of those not signing with Domain Keys are not doing so because customers have not requested it.  61% of those not signing with DKIM are not doing it because of technical difficulties with deployment.
The ISP survey had 16 respondents, with 37.5% handling less than 500,000 mailboxes and 18.8% handling more than 15 million mailboxes. 75% of respondents said they are not checking Domain Keys on inbound mail. 56% said they are not currently checking DKIM on inbound mail.
Only 10 ISPs answered the question if they plan to check either Domain Keys or DKIM.

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Delivery Monitor Closing Down

Delivery Monitor by Aweber is one of the inbox monitoring services available for senders. Aweber has been in the process of winding down Delivery Monitor for the last few months and they will be turning the service off completely tomorrow.
A lot of folks have asked me about replacements for Delivery Monitor. There are, of course, Return Path and Pivotal Veracity, but many of the smaller mailers I talk to can’t justify the expenditure for either service.
Enter Green Arrow Monitor, a service provided by Green Arrow. This is a new seed list service aimed at marketers that need some delivery monitoring at commercial US ISPs. They’re reaching for the middle of the market. As a bonus, they’re offering special pricing for former Delivery Monitor customers.
While they don’t offer all the bells and whistles of other seedbox services, for the small to mid-size company that wants to know what their delivery is like at the major commercial ISPs this is a worthwhile service to investigate.
Full disclosure – I worked with GreenArrow to look at what parts of the market were being missed by other monitoring services and provide delivery consulting for some of their customers.

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The delivery communication gap

There seems to be a general uptick in the number of specific questions that ESPs and commercial senders are asking recently. I’m getting them from clients, and I’m hearing similar stories from my various contacts over on the ISP side. The questions cover a wide range of areas in email delivery, but the underlying issue is really that there are no real fixed rules about email delivery anymore. The only rule is “send mail users want to receive” and there are no specific guidelines to how to do that.
This is frustrating for a lot of people. They want to know exactly how many complaints they need to stay under. They want to know what “engagement” means and how exactly the ISPs are measuring it. They want to know all of the metrics they need to meet in order to get mail to the inbox.
There is a lot of frustration among senders because they’re not getting the answers they think they need and they feel like the ISPs aren’t listening to them.
Likewise there is a lot of frustration among ISPs because they’re giving answers but they feel like they’re not being heard.
Some of the problem is truly a language difference. A lot of delivery people on the ESP side are marketers first and technologists second. They don’t have operational experience. They don’t have that any feel for the technology behind email and can’t map different failure modes onto their causes. Some of them don’t have any idea how email works under the covers. Likewise, a lot of postmaster people are technologists. They deeply understand their customers and their email servers and don’t speak marketing.
The other issue is the necessary secrecy. Postmasters have been burned in the past and so they have to be vague about what variables they are measuring and how they are weighting them.
All of this leads to a very adversarial environment.
I’ve been talking with a lot of people about this and none of us have any real answers to the solution. Senders say the ISPs should spend more time explaining to the senders what they need to do. ISPs say the senders should stop sending spam.
Am I quite off base here? Is there no communication gap? Am I just cynical and missing some obvious solution? Anyone have any suggestions on how to solve the issue?

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