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Eloqua Grande Guide Deliverability


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Eloqua Grande Guide Deliverability

  1. 1. The Grande Guide to Email Deliverability & Privacy Brought to you by© 2010 ELOQUA CORPORATION The Grande Guide to Privacy & Email Deliverability 01
  2. 2. The Grande Guide toPrivacy & Email Deliverability What’s a “Grande Guide”? Why Do We Need to Understand W e know what the typical day is like for marketers. Deliverability and Privacy? After all, we are marketers ourselves. Between strategy sessions, impromptu meetings (“It’ll just take a minute, G etting your message delivered is vital to revenue performance. really!”), and trips to meet colleagues and customers, After all, a slight increase at the top of the funnel can make a you can barely find time to breathe – never mind keep huge difference to your bottom line. And your ability to reach up with the latest marketing trends. That’s why we’ve your prospects’ inbox is tied to deliverability and privacy. developed the Grande Guide series. In the time it takes you to drink a cup of coffee, you can become A s a marketer, you’re continually collecting personal proficient on a key marketing topic, in this case, email information through landing pages, web forms, third-party deliverability and privacy. list providers and conference registrations. You’re responsible for developing a comprehensive privacy policy and notifying individuals about how you will collect, use and protect their What is Deliverability and Privacy? data. Plus, you need to do everything possible to reduce the E mail deliverability is about maximizing the potential likelihood of complaints, unsubscribes, bounces and spam number of emails reaching the inbox. How well you do traps. with deliverability depends on how your organization: anages its email sender reputation M Y our reputation as an email sender impacts your potential reach anages lists M as a marketer. The following can earn you a poor deliverability nsures a quality database, such as where you get E score, which prevents your emails from reaching your email addresses from and how you manage bounces desired target: ack of adherence to an email privacy policy L When it comes to email, privacy is about safeguarding the oor list management P personal information contained in your mailing database. requency and relevancy of sends F This includes honoring the opt-in/opt-out, data access, omplaints from recipients C and data destruction wishes of the data subject. umber of blocks N pam trap hits S ow people are engaging H Why Deliverability and Privacy Matter Today I f you’re not tracking who is active and inactive in your Email deliverability and privacy matter more than ever. database, you’ll keep sending emails to people who don’t The first reason is that existing laws – and new ones on engage and your metrics will get skewed, making it hard to the horizon – up the stakes greatly for companies that understand the effectiveness of your communications. After all, don’t comply with standards and regulations. Second, the more you know about your prospects, the better you will be today’s email marketers are finding it harder and harder at sending targeted, relevant emails. to be heard. As a result, they need to master deliverability and privacy to rise above “noise” from social media, other F urthermore, if your email is seen as spam, your IP address will email marketers, and even new techniques like word-of- be labeled as a spammer’s IP, preventing you from getting into mouth marketing. the inbox. According to Return Path, the world’s leading email deliverability services company, more than 20 percent of opt-in email in North America does not make it to the inbox. A Return Path study found that M oreover, if you’re not following regulations – such as the CAN- 83% of delivery problems are SPAM Act – in the country where you’re conducting business, caused by reputation issues. you’re open to serious legal ramifications. For example, you need an explicit opt-in to send email to someone in the 02 The Grande Guide to Privacy Email Deliverability
  3. 3. The Grande Guide to Privacy Email Deliverability Yet another reason to safeguard A ccountability: Data subjects should have a method available to them to hold data collectors accountable your prospects’ privacy for following the above principles. “A happy customer tells three D ata Controller: A controller is any person or friends. An unhappy customer organization that decides how and why personal data will be processed. tells Google.” D ata Processor: A person under the authority of a data controller who processes data on behalf of the data – SHIFT Communications CEO, controller (e.g., an employee). Todd Defren (@tdefren) S afe Harbor: Essential certification for transferring any data from the EU to anywhere in the United European Union, and in North America, you must provide clear States for processing/use. options for opt-out. T RUSTe: Third-party privacy monitoring and auditing service to ensure compliance and best practices such A s soon as a subscriber’s data is in your hands, you assume as adherence to U.S. Safe Harbor or said marketing legal responsibilities with regard to collection, use, transfer, practices. and the disclosure of and safeguards around that data — even if your organization is using a third-party data processor. This Deliverability-related terms and principles: is a big problem for larger organizations, especially those with ender Reputation: Sender reputations are based S decentralized marketing; different departments tend to use on your behavior as an email sender and consider different databases and maintain separate policies. In some complaints, hard bounce rates, blacklistings, cases, this practice can violate CAN-SPAM requirements, inactivity, volume consistency and unsubscribe resulting in legal repercussions for your organization. capabilities, to name a few. S ender Score: Although marketers may use the termDeliverability and Privacy Basics synonymously with “sender reputation,” sender reputation is a Return Path trademark. According(terminology, principles, to, sender reputation “measures akey concepts) sender’s behavior and the impact those behaviors have on email recipients and the sender’s brand and N otice: Data subjects should be given notice when their data is email deliverability.” being collected. C omplaints: Complaints can happen for many reasons. P urpose: Data should only be used for the purpose stated and For example, if the perceived email frequency is not for any other purposes. too much, the content is irrelevant, or the recipient C onsent: Data should not be disclosed without the data cannot determine who sent the email. Complaints subject’s consent. are the first thing to affect your sender score, and are D ata Subject: Sometimes used in data protection legislation considered a more important metric than many others to indicate the person who is the subject of a personal data since they are based on the recipients’ perceptions of record. you. S ecurity: Collected data should be kept secure from any B ounces: A bounce is an email that gets returned potential abuses. to the sender because it was unable to reach the O nward Transfer: Data can only be transferred to third parties recipient’s inbox. There are many types of bounces, that follow adequate data protection principles. but more common ones are hard, soft and blocks. D isclosure: Data subjects should be informed as to who is A hard bounce generally means that the recipient’s collecting their data. email address is invalid; these emails will never be A ccess: Data subjects should be allowed to access their data delivered. A soft bounce often indicates a temporary and make corrections to any inaccurate data. issue preventing receipt of the email, such as a© 2010 ELOQUA CORPORATION 2009 The Grande Guide to Privacy Email Deliverability 03
  4. 4. The Grande Guide toPrivacy Email Deliverability restriction on the recipient’s mailbox size. A block Email Deliverability Best Practices bounce typically indicates that filtering – whether Step 1: Manage Your Reputation content filtering, user filtering, complaint filtering, or other spam filtering – is impacting the deliverability of A. Know Your Sender Score. your email. a. easure it for free at http://www.senderscore. M t’s illegal to harvest email addresses from websites I org. All scores are based on a scale of 0 to to create a mailing list. 100, where 0 is the worst and 100 is the best f more than 10% of your list comprises bad email I possible score. addresses, you can expect spam protection to block your emails. Industry average usually keeps the B. Authenticate your Email IP Address. acceptable rate between 1 and 3%. a. ublish IP-based solutions like Sender Policy P Framework (SPF) and Cryptographic solutions like DomainKeys Identified Mail (DKIM) Deliverability and Privacy b. reate separate records for each type of email C Best Practices communication, such as promotional, newsletter nderstand all capabilities of your email service U and corporate. provider. For example, does it manage global opt-outs automatically and in a compliant way, or remove hard C. Control Complaints. bounces in a timely manner? a. onitor complaint trends throughout each email M now the privacy laws where you do business. Get K campaign. proper counsel. b. void getting on blacklists. Monitor http://www. A et third-party certification as a trusted sender. G for your IP addresses, use the free lookup tool at blacklists.aspx, or see blacklistings via the Blacklist Monitor service from Return Path. What is Sender Reputation? D. Gain Recipient Permission. Sender reputation is a score assigned to every mailing IP a. nly send to those who have explicitly requested O address (regardless of size or email from you. industry of the mailer) based on a b. arget “neutral” contacts (i.e., those who have T combination of factors determined neither opted in nor opted out) with the goal of by your mailing practices, including gaining permission. content, frequency, and data sourcing. Your score is primarily c. e-engage inactive contacts by confirming R based on three factors:   subscription status one or two times per year. d. trengthen the relationship with active opt-in S omplaints (clicks on the Report C contacts by soliciting feedback on the quality Spam button) and frequency of your communications, and nfrastructure (reverse DNS and I their communication preferences. Confirm mail exchanger – or MX – record, volume/throttling, and bounce preferences with the recipient and then comply. handling) e. end only what the subscriber signed up to S ist hygiene (source, quality and L receive. engagement) Source: Return Path 04 The Grande Guide to Privacy Email Deliverability
  5. 5. The Grande Guide to Privacy Email DeliverabilityStep 2: Manage Your Email Email Certification:Distribution Lists Does it Really Matter? The email ecosystem is based onA. Validate List Sources. trust between subscribers, the a. on’t buy or rent lists since they result in a higher number of D mailbox provider or corporate complaints. Instead, organically generate your own leads and administrator, and the sender lists. or marketer (you!). We all want subscribers to enjoy a safe, b. f you do buy lists, make sure you trust the list provider I protected and information-rich inbox regarding data quality and timeliness. Understand: experience. And we want to eliminate i. Source of data the possibility of subscribers ii. Age and last usage date reporting our email as spam or deleting it without reading. iii. How they monitor and remove complainers iv. How they verify and maintain opt-in status Qualifying for third-party email c. nly send to email lists that have been recently compiled. O sender certification rewards you d. eview Eloqua’s Outside List Acquisition best common R for following sender best practices: practices document. erifies that you are a trustworthy V sender nsures your email images and EB. Perform IP Warming Before Launching Campaigns On New IPs. links are on by default a. end to all addresses in a phased manner and then remove S ncreases the likelihood of higher I hard bounces. response rates b. onfirm the list doesn’t contain previously unsubscribed C ypasses some filters B addresses. ncreases likelihood of making it I c. se recent contact information only (i.e., less than 6 months U into the inbox old) and consider segmenting by domain for further cleansing. Your Sender Score (available for d. se HTML with simple design, minimal images, and short U free at is copy. based on your sending practices, e. eview reports after each send to pinpoint problems. R which determines if your messages will reach the mailboxes used byC. Process Bounces. corporations, small businesses, and consumers using Yahoo!, Hotmail/ a. emove hard bounces immediately. R MSN and other free email services b. eep hard bounces under 3% for each campaign. K around the world. Mailbox providers c. onitor spam bounce reports and complaints over time to M use Sender Score data to sort senders identify trends that help pinpoint changes in your marketing into legitimate mailers who should reach the inbox and spammers who processes that may have hurt your reputation. should be blocked.D. Filter on Recipient Activity. Source: Tom Sather, Director of a. egment by behaviors and target offers based on digital body S Prodessional Services, Return Path language to reduce complaints and improve your reputation. i. ilter contacts that have NOT opened or clicked on an email F within the past 3 to 6 months. Send a separate campaign asking them to remove themselves from your list, manage their subscriptions, or tell you what you can do differently to raise their interest. ii. fter several unsuccessful attempts to obtain opens, clicks A or unsubscribes, suppress contacts from future distribution lists. Focus on quality over quantity.© 2010 ELOQUA CORPORATION The Grande Guide to Privacy Email Deliverability 05
  6. 6. The Grande Guide toPrivacy Email Deliverability Step 3: Optimize Your Content Return Path’s Sender Reputation Checklist A. Reinforce Email Expectations. K now your sender reputation by asking Eloqua or visiting a. learly communicate your privacy policy and the type C of content you send and when. T rack complaints and remove complainers by signing up for all feedback loops from the ISPs/ b. end a welcome message to new email subscribers S receivers. with instructions on how to ensure the emails get Dig into the root causes of why people delivered and the benefits of subscribing. complain – and adjust your email program to c. heck in with contacts periodically to verify that they C accommodate subscriber preferences. are satisfied with your content and highlight options D etermine if you are on any major blacklists for changing their communication preferences. and why. d. ove your subscription management options to the M A uthenticate with DKIM and SPF records. These top of your emails so they don’t get overlooked. are used by the various mailbox providers in proving trustworthy domains and are required B. Optimize Relevancy and Frequency. for some whitelists. Check to see if you are authenticated: a. se automated programs to test frequency and U senderid/ determine the optimal mix for your target audience. A pply for as much sender certification (third- b. sk subscribers for input and feedback on relevancy A party and from the major ISPs) as you qualify and frequency. for and can afford. Certification is reserved c. ake sure you are clearly communicating your M for the best senders and carries significant message—even with images turned off. benefits. U nderstand the origin of and your relationship C. Review and Refine. with everyone in your mail file. Keep only those subscribers who granted permission and are a. enerate reports that provide insight into bounces, G active. complaints, and unsubscribes. A lign your permission policy with your i. eep bounce rates under 3%. Monitor bounces by K business. Use stricter permission with high- contact list, by email/email batch/email group and frequency programs or with prospects who do by those sent by automated email systems. not know you well. ii. eep complaints under 0.01% by monitoring spam K B e clear about frequency, message type unsubscribes (i.e., contacts that reported your and how data will be used at the point of email as spam). subscription.   iii. eep unsubscription rates below 1% by monitoring K M aintain a master calendar of messages sent unsubscribe trends: to each subscriber, and optimize relevancy 1. ow does this email campaign’s unsubscribe H based on self-reported data as well as purchase behavior.   rate trend against average performance? If there A ssign someone to regularly check your is a variance, pinpoint how this email differed unsubscribe process, and your role accounts from others in terms of list quality, content, etc. (e.g.: sales@, info@, etc.). Are the response 2. s my unsubscribe rate trending upward? If so, I techniques working properly?  Be sure to investigate a possible frequency or relevancy forward customer requests for handling in a problem. timely manner. 06 The Grande Guide to Privacy Email Deliverability
  7. 7. The Grande Guide to Privacy Email DeliverabilityDeliverability and Privacy Processes, What’s Next in Deliverability andTools and Technologies Privacy? F eedback loops: Get complaint reports and make adjustments P rivacy by design: Privacy by design asserts that to data sources as needed. Again, trend this data over time the future of privacy cannot be assured solely by to identify changes in your process that may have caused the compliance with regulatory frameworks; rather, privacy spike. assurance must ideally become an organization’s B ounce reporting: Look at the percent of hard bounces (i.e., default mode of operation throughout product permanent failures) and keep this rate very low. Reporting development, processes and support. In other words, needs to be comprehensive enough to tell you by email stream it requires building in capabilities from the beginning and by time frames the percent of hard bounces. Plus, look into that help marketers manage privacy concerns, reports and see the types of bounces and related messages as for example, grouping contacts easily by region, these might indicate a DNS issue. segmenting data, etc. S eed test: Use an email-testing tool to see how your email will L egislation: At the time we published this Grande perform before sending to an actual list. Send the email to Guide, the EU is planning on full cookie opt-in a bunch of live mailboxes intended to receive it and this will requirements for mid 2011. In the US, a bill in tell you the result and determine whether or not you have a discussion puts the onus on marketers to provide a deliverability problem. By sending to live, test inboxes but not full privacy policy for offline data, and could result in to recipients, you’ll get real-world deliverability feedback. marketers needing to offer opt-in as the default. In S pam filter check: Email sent to specific spam filters (such as other words, they would only be able market to people Postini, Barracuda, etc.) enables a real-world reputation check who opt in (which is similar to the process in Europe before you send live email. and Canada). A ccreditation: Pay neutral organizations for accreditation as D eliverability: We are seeing a move from IP to an email sender. Return Path Certification is the most widely domain-based reputation. While the industry standard accepted accreditation program for email senders. is SPF (i.e., IP-based authentication), there’s a shift to DKIM (i.e., domain authentication). With DKIM, marketers can switch IPs without losing the reputationDeliverability and Privacy in Action associated with the domain.American Society of Civil Engineers S ocial media raises visibility: As social media T he American Society of Civil Engineers experienced immediate continues to surface the topic of privacy and we results with Eloqua. According to the Society’s Giselle become a more transparent and interconnected world, Chasseloup, Coordinator of Collaborative Marketing, “Eloqua the issues of privacy and reputation will become allowed us to increase outbound email volume from 130,000 to increasingly important. 1.5 million in 30 days, while maintaining an acceptance rate of more than 98 percent.” A nother Eloqua client produced a monthly email newsletter that regularly saw a 15% open rate and 1% click-through. After analyzing the subscriber list, the company found that Digital body language is determined 70% of its list was inactive. As a result, the open and click- by the digital clues prospects leave behind when they engage with through rates for active subscribers were much higher than the marketing assets. original numbers. By performing data quality and cleansing on the inactive subscribers, the company was able to gain more accurate insight into its response rates, while improving its overall deliverability.© 2010 ELOQUA CORPORATION The Grande Guide to Privacy Email Deliverability 07
  8. 8. The Grande Guide toPrivacy Email Deliverability Glossary/Resources D News, rumors, and commentary from the email deliverability community - http://www. U .S. Congress Planning Broader Email Digital Marketing Enforcement and Regulatory Power for the FTC: http://blog. D Blog: posts on privacy - http://blog. us-congress-planning-broader-email-digital-marketing- enforcement-and-regulatory-power-for-the-ftc E loqua Email Deliverability Playbook: http://img.en25. W hat marketers might expect in 2010 around privacy: blog com/Web/Eloqua/EmailDeliverability_Playbook_1583.pdf post by Dennis Dayman of Eloqua - http://blog.deliverability. com/2010/02/what-marketers-might-expect-in-2010.html E loqua Email Deliverability Resources: http://www. E loqua Privacy Policy: Privacy_Policy.html E loqua and TRUSTe Form Partnership: http://www. Partnership-1353331.htm E mail Reputation Score: Free Email Reputation Report from Sender Score: E mail Stat Center: The leading authority on email marketing metrics: Deliverability.html I nternational Association of Privacy Professionals (IAPP): I APP Glossary of Common Privacy Terminology: https:// Privacy%20Glossary_0909.pdf M essaging Anti-Abuse Working Group: http://www. R eturn Path: R eturn Path’s 2010 Email Deliverability Imperatives report - emailimperatives2010/ 08 The Grande Guide to Privacy Email Deliverability
  9. 9. The Grande Guide to Privacy Email DeliverabilityNotes© 2010 ELOQUA CORPORATION The Grande Guide to Privacy Email Deliverability 09
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