Ask Laura: Does changing ESPs hurt deliverability?

Ask Laura: Will our ESP kick us off for mailing purchasers?

• laura
• Industry

Reporting email disposition

• laura
• Industry

Most regular readers know I think open and click through rates are actually proxy measurements. That is they measure things that correlate with reading and interacting with an email and can be used to estimate how much an email is wanted by the recipients.
The holy grail is, of course, having ISPs report back exact metrics on what a user did with an email. Did the user read it? Did it stay open on their screen a long time? Did the user just mark it read or throw it away? What happened to the message. Marketers would love this information.
It’s unlikely the ISPs will ever provide this information to marketers. Take away all the technical challenges, and there are some significant ones there are still social challenges to making this data available. Current user contracts protect the privacy of the user, local laws prohibit sharing this data. And, there is the vocal group of privacy advocates that will protest and raise a big stink.
I’m not sure why email is gets the special treatment of expecting the channel owners to provide detailed disposition data. In no other direct marketing venue is that information collected or provided. TV stations can’t tell advertisers whether or not someone watched a commercial, fast forwarded through it or got up to grab a beer from the fridge. The post office can’t tell direct mail marketers whether or not a recipient read the mail or just dumped it in the big recycling bin the post office provides for unwanted messages. Billboard owners can’t tell advertisers how many people read the billboard.
Since we can’t get exact read rates from ISPs, what do we do? We look at proxy numbers.
Read rate directly measures who opened the message. Open rate is a proxy. It’s who displayed images in the message.
Read rate can be measured only by people who have access to the user’s inbox. The ISPs can measure read rate because they have full access to the mailbox, but this requires the user to access the mailbox through webmail or IMAP. Some third party mailbox addons can measure it, but this requires the cooperation of the mailbox owner. If the mailbox owner doesn’t install the reporting tool, then the 3rd party doesn’t have access to the data. Only groups with access to the end users mailbox can measure this rate.
Open rate can be measured by people who have access to the server images are hosted. Senders and ESPs and 3rd parties can measure it if they provide unique image IDs or tracking pixels in their emails. Open tracking does require the cooperation of the recipient – they have to have images on. No images on, no open tracking. Ironically, ISPs cannot measure open rate, because they have no access to the image hosting servers.
Click rate can be measured by people who have access to the server that hosts the website. The same people who can measure opens can measure clicks. Some ISPs can measure clicks, Hotmail used to pass every URL through a proxy they hosted and they could count clicks this way. AOL controls the client so they could measure number of clicks on a link. I’ve heard trustworthy folks claim that ISPs are measuring clicks and that they’re not measuring clicks (any of the Barry’s want to comment?).
Without controlling the inbox, though, senders have to rely on proxy measurements to judge the effectiveness of any particular campaign. But at least email marketers have proxies to use for measurement.

When an open is not a sign of interest

• laura
• Best practices

A lot of people, including myself, are using opens as one of the measures of engagement. This, as a general rule, is not a bad measure. However, there are people who will open email not because they’re interested in it, but because they know it is spam.
Take, for instance, the email address I acquired in 1993. Yes, I still have this address. I stopped using it to sign up for lists in 1999 and stopped using it for most of the rest of my mail around 2001. This address, though, is on any number of spam mailing lists. The spam that gets through is usually sent by hard-core spammers. The ISP that hosts that mailbox uses Communigate Pro to filter mail, so much of the casual spam is filtered.
Generally, if I open an email (and load images or click through) on that account it is only in order to track down a spammer. For instance, I’m getting a lot of spam there from affiliates offering me the opportunity to purchase printing services for a very low price. I have actually been opening the mail, and clicking through. But I’m not clicking through because I’m interested in purchasing. I’m clicking through to see if my reports to abuse@ printer are resulting in any action against the spammers. (They’re not).
The thing is, though, I know that by clicking through on ads, I’ve now been promoted by the spammer to the “clicks on emails! it’s a live address!” list. Which only means I’m going to get more spam from them. Lucky me.
Using clicks and opens as a measure of engagement isn’t necessarily bad. But when using them you have to understand the limitations of the measurement and that what you may think it’s telling you isn’t actually what it’s telling you.