Think before you mail

I get quite a bit of unsolicited mail. I mean, sure, we all get a lot of spam, but that’s not the unsolicited mail I’m talking about. I’m talking about from people and companies in the email space. They want to make sure I’ve seen their new whitepaper or article about delivery. Or they have a question about something I’ve written here. Or they are looking to hire me.
All of these things are great. I love hearing from readers, either in comments or in email. We have a valid (unfiltered) contact address here on the blog. My email address(es) aren’t difficult to find. I want to talk to people.
Sometimes some of the people who contact me do actually send spam. It’s bulk, it’s impersonal, it’s not about me or my perspective it’s about them trying to sell something (themselves, their newest product, their company) to anyone who is buying.
If it’s clear it’s a one off I’ll generally just move the mail out of my inbox and forget about it. Sometimes, though, there are hints that this is more than just a one time mail. The email will have an unsubscribe link, or it’s the third or fourth time I’ve gotten mail from that sender or it will be from a PR company. I deal with them in different ways. Sometimes I’ll offer a different email address that I route better, or I’ll just filter the mail based on some unique bit of the header.
The ones that really get me, though, are when the senders argue with me that I should feel special to get their bulk mail. “It was individually sent to you!” “I sent it because you’re such a great resource and wanted to say thank you!” But it was bulk mail, mail dozens of other people got (hint: the email / delivery industry is very small. we talk to each other all the time, if you send mail to more than one of us, we’re going to talk about it).
I have no problem with you inviting me to your event. Or telling me about the latest or greatest thing you wrote. I don’t even mind the occasional one-off bulk mail. But if you are sending mail to a specific person, put in the 20 seconds to personalize it and make it feel like it’s special for me.
A few moments to think and personalize before you send that email will make your recipient much more open to your pitch. This is as applicable to one off mail as it is to bulk.

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Is there really one way to email successfully?

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This theme has come up before, when I’ve heard expert marketers comment that Groupon proved how wrong the “daily email is too much” advice was. My response to that is confusion. Who decided daily email was too frequent and wouldn’t work?
I come from a non-marketing background, so maybe I’m missing some essential bit of wisdom or context. But it strikes me that a lot of the rules (no daily email, never establish aggressive engagement metrics) are really stifling innovation. There seems to me to be an unwillingness to think about why it might work if a particular sender does something against the grain.
Of course, once something has proven a success, everyone jumps on the bandwagon. Half my potential clients over the summer told me they “want[ed] to be the next Groupon.” Most of them didn’t make it, though.
I look at email as having a massively diverse user base. There are lots of people who use email in ways I would never consider. There are lots of people who think the way I use email is wrong. Unlimited opportunities for smart marketers exist.
The more cynical part of my brain says that finding and developing an enthusiastic recipient base takes too much time. Companies want to be the “next groupon” or the “next facebook”. But they want to do it by copying the business model, not by being innovative and meeting some need that currently isn’t being serviced.
There are, of course, some models that are never going to work, like randomly harvesting addresses and sending spam. But I don’t think that means email marketing is dying, just that innovation and imagination might be.

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Email filters

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For the major ISPs, the people who plan, approve, design and monitor the filters usually want to maximize customer happiness. They want to deliver as much real mail as possible while blocking as much bad mail. Blocking real mail and letting through bad mail both result in unhappy customers and increase the ISP’s costs, either through customer churn or through support calls. And this is a process, filters are not static. ISPs roll out new filters all the time, sometimes they are an improvement and sometimes they’re not. When they’re not, they’re pulled out of production. This works both for positive filters like Return Path and negative filters like blocklists.
Then there is mail filtering that doesn’t have to do with spam. Business filters, for instance, often block non-business mail. Permission of the recipient often isn’t even a factor. Companies don’t often go out of their way to block personal mail, but if personal mail gets blocked (say the vacation plane ticket or the amazon receipt) they don’t often unblock it. But when you think about why a business provides email, it makes perfect sense. The business provides email to further its own business goals. Some personal usage is usually OK, but if someone notices and blocks personal email then it’s unlikely the business will unblock it, even if the employee opted in.
In the case of email filters, the free market does work. Different ISPs filter mail differently. Some people love Gmail’s filters. Other people think Hotmail has the best filtering. There are different standards for filtering, and that makes email stronger and more robust. Consumers have choices in their mail provider and spamfiltering.

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