One of the more challenging things I do is work with companies who have poor reputations that they’re trying to repair. These companies have been getting by with poor practices for a while, but finally the daily delivery falls below their pain threshold and they decide they need to fix things. That’s when they call me in, usually asking me if I can go to the ISPs and tell the ISPs...
I’ve written frequently about personal contacts at ISPs and how the vast majority of delivery problems can be solved without picking up the “Bat Phone” and having someone at the ISP do something. Al touches on the same subject today, blogging about his recent experiences having to contact “Barry” multiple times for many different issues. Al resolves My goal going...
What is the secret to dealing with ISPs? The short answer is: Don’t do it if at all possible. Talking to ISP reps generally isn’t going to magically improve your reptuation. There is no place in the reputation systems where delivery can be modified because the delivery specialist knows or is liked by the postmaster at an ISP. With my clients, I work through delivery issues and can...
I’ve been chasing an intermittent and inconsistent delivery problem at Excite for a week or so. Excite is accepting email, but mail is not getting to the recipient’s inbox or bulk folder. Al tweeted he’s seeing a similar problem with his customers’ mail and had contacted Excite. Excite does appear to be aware of the issue, but I have no ETA on a fix. EDIT: Comments are...
Deliverability is a term so many people use every day, but what do we really mean when we use it? Is there an accepted definition of deliverability? Is the concept different than delivery? At a recent conference I was running a session talking about email delivery, senders and the roles senders play in the email industry and at that particular organization. The discussion went on for a while, and...
I have posted a ISP Information Page. Right now it contains links to Postmaster pages, Whitelist signup pages and FBL signup pages. I have some ideas on what information would be helpful to add, but would like to hear what types of info people would like to have easy access to.
What do you think I should add to the page?
I’ve talked quite a bit recently about working with ISPs and personal contacts. Today I have an example of what not to do. One of my ISP friends informed me that another blogger published correspondence from an individual at that ISP, including the individual’s full contact information. The correspondence wasn’t a big deal, the blogger was assigned an IP address by their ISP that was previously...
I’ve been working on some reference information about ISPs for my own internal use as well as sharing with clients. There doesn’t seem to be any public reference site for postmaster sites, so I decided to publish what I’ve collected. ISP FBL Whitelist AOL Yes Yes ATT No No Bellsouth No No CANTV.net No No Charter.net No No Comcast Yes No Cox Yes No Excite Yes No Frontier No No Gmail No No...
DJ asks in the comments of Friday’s post: As Seth said, great reminder. For those that have great processes/channels in place, I’ve found incredible success. However, sometimes I’ve found my answer on Twitter (i.e., @godaddyguy). Also, there have been times where I’ve gone through the script (i.e., shaw.ca) and have never heard back. What then? This is the reason ISP relations folks get...
One of the best ways to ensure mail is delivered to a recipients inbox is to encourage the recipient to add the senders from: address to their address book. In cases where an ISP might otherwise bulk folder the email, they will instead put the email into the inbox. Senders are changing their practices to get recipients to add from addresses to address books. There are a number of companies...
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