Hi all -
We're within days of launching WordFly and have just a little bit of set up left that we're stuck on. We're trying to write the procedures that handle hard bounces, soft bounces, and unsubscribes.
WordFly updates Tessitura by changing the Response column of a Promotion to soft bounce, hard bounce, or unsubscribe. But what do we do with records that have multiple email addresses? How can we determine WHICH email address bounced or was unsubscribed?
Has anyone found a solution to this, or do we need to just deal with the issue until Next Generation?
Thanks!Eric
Eric MuellerWebmaster & Social Media GuyScience Museum of MinnesotaEmail: emueller@smm.orgPhone: (651) 221-9455
I’m a TMS user; I don’t know if WordFly has solved the specific e-mail address used issue.
I know that for TMS, we run two extractions with the same criteria EXCEPT that the first one pulls everyone with an eligible eaddress that is 1) of the type Primary Email Address, 2) with a primary flag checked, and 3) with a marketing flag checked. The second extraction pulls those with an eligible eaddress that is 1) of the type TMS Second Address, 2) with the primary box unchecked, and 3) with a marketing flag checked.
I can tell from the name of the promotion (eaddr1 or eaddr2) which e-mail address was used.
Lucie
Eric,
I haven't actually done it yet (we are at about the same point as you, but with the added fun of a consortium with multiple members using WordFly). I have a couple of ideas about how we are going to handle this.
Some of my users are pushing to continue using attribues for such things, but there are several problems I can see arising from that. Instead I am planning to allocate a couple of email purposes and perhaps the emarket indicator to track this information. When the response comes back from Wordfly, I believe you recieve the full email address (but not the id) along with the response code. My plan to have purposes for "soft-bounce", "hard-bounce", etc. If they unsubscribe, I would flip the emarket indicator.
Two problems I need to try to overcome: What if they are opting out of Promotional emails but still want to receive other types? For this I might just uncheck the "promo" eaddress purpose, for instance. The other problem would be if there were two email records with the same address. I'm still thinking about that one.
Let me know what you guys ultimately decide on. I think this is an area that will have a lot of people looking for creative solutions.
-Levi
Eric -
We do something similar to Lucie and manage via promotion name and an attribute. We assume that we use the default email address unless there is a purpose attached to the email. Since we use purposes to pull specific opt in lists, we know when a purpose is needed and when it is not.
So, in English it would look something like: (not that we'd do all this, but for purposes of an example)
Patron A has email 1 (default) with enews purpose and email 2 with ticket info purpose and no 'Do Nots'
We email Patron A an enewsletter - the promotion name is 'Blah blah [EN]'. They unsubscribe. This sets an attribute called 'Email Opt Out' with a choice of 'WordFly Unsubscribe' as well as setting the unsubscribe on the promotion. My script goes out and says - what's the code at the end of the promotion. Enews? Great - go find enews purposed email in the account and uncheck the purpose (this would be email 1).
Then we have a Pre-Show Ticket email. The promotion name is 'Blah blah [PT]'. Same deal as before, just looking for different purposes and emails.
Finally, we send them a straight marketing email - this is because they'd said it is okay to send them stuff, but they haven't specifically signed up for anything. Since there's no purpose, we just use their default email address. Promotion is called 'Blah blah [MK]'. No purposes are looked for and we simply set our 'Email Opt Out' attribute to 'Marketing'.
The last piece is making sure that we suppress the Email Opt Out for the right type of emails. It's not ideal, and we err on the side of over unsubscribing rather than under.. So far it works pretty well.
The other thing we do is make sure that our unsubscribe link at the bottom says specifically what they are unsubscribing for. (i.e. You are receiving this email because you signed up for our Enewsletter. Unsubscribe me from future Enewsletters). We're working on some account management that would allow people to opt out of everything in one click from our website, but don't have that up yet.
HTH,
Heather
Thanks, everyone for the great responses already! Gives us things to think about.
Heather, a follow-up question for you: Are you using the built-in WordFly unsubscribe function for your 'Unsubscribe me from future Enewsletters' link? In the testing I've done of the built-in function (and confirmation from WordFly staff) it permanently unsubscribes an email address and keeps that in the WordFly system. Any time we ever try to email to that address in the future, WordFly will block that address. Even if they sign up through our website in the future, or if we want to send a transactional email, etc. There is a way to manually override unsubscribes, but it seems like a lot of work.
Anyone else frustrated with this aspect of WordFly? I'm thinking of just renaming the link 'Unsubscribe from all emails from us forever and for always. No turning back. Are you sure you want to click this??' (or something a little more PC than that!)
Eric
Following Eric’s question about people who have unsubscribed in the past, but who sign up again: If you are scrupulous about keeping your e-mail lists up to date, couldn’t you select the “import customer even if they’ve unsubscribed” option in WordFly?
This is the issue I brought up with the WordFly team last year at the conference. I’m paraphrasing and will probably get something not quite right but:
Their official position is that the CAN-SPAM act requires a hard and fast no-more-email-communication-ever option—and that it must be of the one-click variety. I would prefer a two-click option though, namely a page opening when you click unsubscribe that says the equivalent of ‘you just clicked unsubscribe which means no more emails ever. Did you mean that or would you just prefer to update your preferences about what types of messages you get?’ … and then take the user along the path relevant to their choice or allows them to abandon the process without recording any change of preference.
Kaci, Kelly, and team suggested that we find away to use the customization of the unsubscribe landing page to accommodate a reverse version of my preference, a “you just unsubscribed from everything. If you didn’t mean it, go here [link to My Account]” A solution that is better than nothing, but what we will do once I find time to transition my templates from TMS to Wordfly.
Also, in TMS, there’s the “Import constituents even if they previously opted out” check box—I thought there was the equivalent in Wordfly. Am I mistaken or is it not working the way it is supposed to?
Jamie
Jamie O'BrienMarketing ManagerThe New 42nd Street, Inc.229 W. 42nd StreetNew York, NY 10036-7299(646) 223-3000www.newvictory.org
From: Tessitura Marketing Forum [mailto:forums-marketing@tessituranetwork.com] On Behalf Of Eric MuellerSent: Wednesday, April 13, 2011 2:52 PMTo: Jamie O'BrienSubject: Re: [Tessitura Marketing Forum] WordFly and multiple email addresses
From: Heather Kraft <bounce-heatherlaidlawkraft3507@tessituranetwork.com>Sent: 4/13/2011 12:55:48 PM
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Eric & Lucie -
Yes, we do have the issue where we have to override WordFly every time we upload a list. I understand why they do that, but since we are really careful about maintaining our lists in Tessitura (and that's where we want to keep that maintenance) it is frustrating for us as an organization. And yes, it works to override when you manually upload a list, but doesn't if you do triggered emails. It's a pain, but currently don't have any other option available to us...
We are hopeful that as more people bump into these restrictions it might turn the tide and figure out how to change that (or at least to allow us to override with triggered emails).
- Heather