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#EME15 and visiting Stockholm

Last month I had the pleasure of presenting a couple talks to APSIS customers at their Email Marketing Evolved conference in Stockholm. The first talk was about deliverability and how it’s changed over the years. The second was about looking at the future of email and communicating with users online as we move forward in the digital world.
The rest of the post is going to be a bit photo heavy, so here’s a cut tag.

September 2015: The month in email

September’s big adventure was our trip to Stockholm, where I gave the keynote address at the APSIS Conference (Look for a wrapup post with beautiful photos of palaces soon!) and had lots of interesting conversations about all things email-related.
Now that we’re back, we’re working with clients as they prepare for the holiday mailing season. We wrote a post on why it’s so important to make sure you’ve optimized your deliverability strategy and resolved any open issues well in advance of your sends. Steve covered some similar territory in his post “Outrunning the Bear”. If you haven’t started planning, start now. If you need some help, give us a call.
In that post, we talked a bit about the increased volumes of both marketing and transactional email during the holiday season, and I did a followup post this week about how transactional email is defined — or not — both by practice and by law. I also wrote a bit about reputation and once again emphasized that sending mail people actually want is really the only strategy that can work in the long term.
While we were gone, I got a lot of spam, including a depressing amount of what I call “legitimate spam” — not just porn and pharmaceuticals, but legitimate companies with appalling address acquisition and sending strategies. I also wrote about spamtraps again (bookmark this post if you need more information on spamtraps, as I linked to several previous discussions we’ve had on the subject) and how we need to start viewing them as symptoms of larger list problems, not something that, once eradicated, means a list is healthy. I also posted about Jan Schaumann’s survey on internet operations, and how this relates to the larger discussions we’ve had on the power of systems administrators to manage mail (see Meri’s excellent post here<).
I wrote about privacy and tracking online and how it’s shifted over the past two decades. With marketers collecting and tracking more and more data, including personally-identifiable information (PII), the risks of organizational doxxing are significant. Moreso than ever before, marketers need to be aware of security issues. On the topic of security and cybercrime, Steve posted about two factor authentication, and how companies might consider providing incentives for customers to adopt this model.

Tumblr Confirming Usernames

Today I received an email from Tumblr asking to confirm I still wanted the username I have there. I’ve not really been using Tumblr, I contributed a few things to the now-defunct Box of Meat, but I don’t really post there much.

I think this kind of engagement is great. Confirming user names will do a whole lot to allow Tumblr to release some claimed but unused names back into the pool. It will also actually help their deliverability and their engagement. If people do want to keep their tumblr names, then they have to click on the message. This means more clicks and better engagement and an overall reputation boost for Tumblr mail.

Transactional mail

There are a lot of myths in the email space. Things that someone, somewhere said and another person repeated and then another person repeated and all of a sudden it is TRUTH. One of those things is the idea that there is a law defining what can be in a transactional email. Supposedly this law says that 80% of the message must be transactional content while 20% of the mail can be promotional content.
This isn’t really a law. I was even going to say it’s kinda a good idea, but then I stared thinking about it. It doesn’t even really make sense. 80% of what? Size? Space? Bytes? Layout? Do headers count in the 80% or just what’s visible? Does the HTML code count? What makes for “new” content?
Adding promotional content to receipts is great for conversions. It’s a great way to get someone to opt-in to mail. It’s a great way to upsell. It’s great for engagement; that makes it good for deliverability. Senders should include some level of promotional mail in receipts whenever possible.
There are some guidelines I suggest when looking at transactional mail.

Privacy and being online

I have an email address that’s old enough to drink. It came to me today when I was discussing data hygiene. I mean, I have an email address that is old enough to drink! And it wasn’t even my first email address, it’s just the one I still have access to.
This realization led me down a path of what things have changed since I got that address.
I remember … DataSecurity_Illustration
… when things posted on the Internet weren’t around forever.
… when Google bought DejaNews and made USENET archives more available.

Spammers, eh?

I’m back from a fun and successful trip to the APSIS Email Marketing Evolved conference. Of course, this means I’m digging out my mailboxes and going through mail I’ve ignored for the past week. It’s amazing how the spam builds up when I’m not tending to it every day.

Two factor authentication

The drumbeat of “secure your accounts; help your customers secure their accounts with you” advice has faded away a bit, probably because we’ve not had a major ESP account compromise hit the media in the past few months.
The costs – customer support, security, reputation, executive focus – of customer account compromises are still significant, anything you can easily do to mitigate that in advance is still a good idea.
If two factor authentication isn’t available as an option on your platform, talk to your developers about getting it on their roadmap. If it is an option, maybe use it as a hook to hang a promotion on?
mailchimp2fa
Good idea, Freddie!

Outrunning the Bear

bear
You’ve started to notice that your campaigns aren’t working as well as they used to. Your metrics suggest fewer people are clicking through, perhaps because more of your mail is ending up in junk folders. Maybe your outbound queues are bigger than they used to be.
You’ve not changed anything – you’re doing what’s worked well for years – and it’s not like you’ve suddenly had an influx of spamming customers (or, if you have, you’ve dealt with them much the same as you have in the past).
So what changed?
Everything else did. The email ecosystem is in a perpetual state of change.
There’s not a bright line that says “email must be this good to be delivered“.
ride Instead, most email filtering practice is based on trying to identify mail that users want, or don’t want, and delivering based on that. There’s some easy stuff – mail that can be easily identified as unwanted (malware, phishing, botnet spew) and mail that can easily be identified as wanted (SPF/DKIM authenticated mail from senders with clean content and a consistent history of sending mail that customers interact with and never mark as spam).
The hard bit is the greyer mail in the middle. Quite a lot of it may be wanted, but not easily identified as wanted mail. And a lot of it isn’t wanted, but not easily identified as spam. That’s where postmasters, filter vendors and reputation providers spend a lot of their effort on mitigation, monitoring recipient response to that mail and adapting their mail filtering to improve it.
Postmasters, and other filter operators, don’t really care about your political views or the products you’re trying to sell, nor do they make moral judgements about your legal content (some of the earliest adopters of best practices have been in the gambling and pornography space…). What they care about is making their recipients happy, making the best predictions they can about each incoming mail, based on the information they have. And one of the the most efficient ways to do that is to look at the grey area to see what mail is at the back of the pack, the least wanted, and focusing on blocking “mail like that”.
If you’re sending mail in that grey area – and as an ESP you probably are – you want to stay near the front or at least the middle of the grey area mailers, and definitely out of that “least wanted” back of the pack. Even if your mail isn’t great, competitors who are sending worse mail than you will probably feel more filtering pain and feel it sooner.
Some of those competitors are updating their practices for 2015, buying in to authentication, responding rapidly to complaints and feedback loop data, and preemptively terminating spammy customers – and by doing so they’re both sending mail that recipients want and making it easy for ISPs (and their postmasters and their machine learning systems) to recognize that they’re doing that.
Other competitors aren’t following this years best practices, have been lazy about providing customer-specific authentication, are letting new customers send spam with little oversight, and aren’t monitoring feedback and delivery to make sure they’re a good mail stream. They end up in the spam folder, their good customers migrate elsewhere because of “delivery issues” and bad actors move to them because they have a reputation for “not being picky about acquisition practices“. They risk spiraling into wholesale bulk foldering and becoming just a “bulletproof spam-friendly ESP”.
If you’re not improving your practices you’re probably being passed by your competitors who are, and you risk falling behind to the back of the pack.
And your competitors don’t need to outrun the bear, they just need to outrun you.

We're hiring again and travel

We’re looking for a new employee. Full job details are available on our career page.
I’m excited with how the company is growing and developing. I’m looking forward to seeing the candidates and what they can bring to us.
For those of you going to the APSIS Email Marketing Evolved conference next week, I hope you will stop by and introduce yourself. I’ll be presenting at the pre-conference and the keynote the day of the conference.
That does mean blogging will likely be light next week. But I always come back from conferences energized and full of ideas and things to write about.

The holiday mailing season

We’re half way through September and it seems way too early to start thinking about the holidays. But for marketers, even email marketers, planning should be starting now. This planning shouldn’t just be about content and targeting and segmentation, but should also cover deliverability.
Most retailers use email marketing to drive traffic to their websites during the holidays. Experian reported that in 2014 email was the second largest driver of traffic, behind search, to the Hitwise Retail 500. In recent years, though, some retailers have run afoul of filters during the holiday season, losing precious opportunities to reach potential buyers due to delivery problems.
Retailers should consider deliverability as a factor in their marketing strategy.
Choices about who, how, how much and when to email can and do significantly affect marketing. The good news is that smart marketers can use their understanding of filters as part of their strategic planning and avoid some of the bigger problems that have plagued retailers in the past.
In December 2012, retailers Gap and Gilt were listed on the Spamhaus Block List. Since then, other retailers have also had delivery and blocking problems during the holiday season, although none have been quite so public.
Delivery problems can have a significant impact on a retailer’s bottom line. Mark Zadon, the chairman of Zulily, blamed his company’s lower profits in Q3 2014 on changes at their unspecified email service provider. After that announcement, Zulily’s stock value dropped 15%. Zulily isn’t the only company to have email delivery problems affect business growth enough to be mentioned in SEC filings. “Various private spam blacklists have in the past reduced, and may in the future reduce, the effectiveness of our solutions and our ability to conduct our business, which may cause demand for our solutions to decline.”
Deliverability rules don’t change.
Some people argue that the increase in blocking during the holiday season is because the folks running the filters are attempting to sabotage retail marketing. The available evidence doesn’t support this conclusion. For webmail providers and consumer ISPs, the overarching rule for filters is to give users email they want and filter email users don’t want. The processes and techniques the ISPs and filter companies use don’t change during the holidays. A few years ago Return Path interviewed people at a number of providers and all agreed that the receivers don’t change during the holidays.
It is true that during the holiday season some retailers see an increase in delivery problems. These are mostly self-inflicted. The good news is that given the changes are happening at the sending end, there are things senders can do to minimize the impact of filters. It’s all in their control.
Mail volume increases for multiple reasons.
The volume of transactional email goes up because brick-and-mortar retailers collect addresses in the store and email receipts to shoppers. This often involves the shopper spelling out the address for a harried sales associate in the middle of a store blasting holiday music. Typos can, and do, happen. Even when shopping online, from the comfort of the couch, there is a risk of a mis-typed email address.
These typos hurt deliverability a few different ways. The receipt can go to the wrong person, causing a complaint and hurting the reputation of the sender. The receipt can go to a non-existent account, causing a bounce and hurting the reputation of the sender. Both of these things happen, and can hurt delivery if they happen in significant enough numbers. Of even more concern is when a receipt goes to a spamtrap. Enough trap hits or complaints and the sender risks blocking and delivery failures at one or more ISPs.
Many of the larger brick-and-mortar retailers have implemented processes to reduce the chance of bad addresses. Some ask the shopper to input their email address right into the credit card pad. Others show the address to the user on the register and have the user confirm it. These things do help lower the risk of problems and incorrect addresses. But they don’t resolve it completely. Verification services can weed out undeliverable addresses, but can’t really do anything to make sure a deliverable address is the right one.
Transactional email isn’t the only reason volume increases during the holiday season. The volume of marketing email goes up as well. Marketers increase their frequency, sometimes to ridiculous amounts. A few years ago, I was on a list for a cooking store. They increased their volume from 2x a week to 3x a day in the 3 weeks leading up to Thanksgiving. This may make perfect sense from their point of view, but some recipients just don’t want that much email.
In addition to increasing volume to current and engaged customers, retailers often look to older, unengaged lists during the holidays. This has a double negative effect. First, addresses that have gone dormant, whether they bounce or not, can drive reputation down. Second, sending to people after a long period of no email can result in increased complaint rates. Increased complaints, increased bounces, and increased email to abandoned addresses all drive reputation down.
Taken together it’s no wonder some retailers see an increase in deliverability problems during the holiday emailing season. The good news is that mailers have the ability to control and manage their deliverability, even as they manage the holiday volume.