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a series of unfortunate (email) events

Lesley Chaney
$organization

Hello all,

I have a bunch of questions related to emails, and am totally "punching above my weight" so please bear with me through this likely long post.

1. In reviewing responses to emails, I have noticed that a LOT of patrons who are being included in the email extraction do not have eaddresses on file. As you might assume, our response rate is lower because these folks cannot open the email if they didn't get it. Is there a way that we should be creating extractions for emarketing that ONLY include patrons with eaddresses?

2. We've recently discovered a number of patron email addresses were inactivated due to a series of soft bounces. The affected emails were all included in a flurry of Giving Tuesday related extractions. Our code related to "soft bounces" is set to inactivate after 5 and has been in place for a decade, but has apparently just now become an issue.

3. We are hearing from a handful of our patrons that eblasts are arriving to them as blank emails. There is a subject line, but the body of the email is blank. Any guidance as to how to help these patrons with a setting that they likely have changed on their end?

Is there any chance that all of these things are related some how (with a new Tess/TNEW/Wordfly setting maybe?) or have we just uncovered a bunch of unrelated things at the same time?

Thanks for any guidance you might be able to provide...

Lesley

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  • $organization

    For the first issue, the standard feature to handle this is in the Communication Management section of the extraction header. There you'll see a dropdown called "Contact Point Category" with options for Email Address, Phone, and Postal Address. This essentially establishes what communication method you are using for this extraction overall. To the right is a checkbox called "Only select constituents if they have this contact point category." Selecting Email Address in the dropdown and checking the box will remove any constituents who don't have emails. 

    This acts like a virtual suppression segment, and suppresses constituents before any segments you've configured. The effect is visible in the Segment Contents tool, where the segment of these constituents is labeled "(Contact Point Category) (suppression)."

    This is also visible in the Suppression Report, where "(Contact Point Category)" identifies any constituent counts that were suppressed from segments based on this setting.

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  • $organization

    For the first issue, the standard feature to handle this is in the Communication Management section of the extraction header. There you'll see a dropdown called "Contact Point Category" with options for Email Address, Phone, and Postal Address. This essentially establishes what communication method you are using for this extraction overall. To the right is a checkbox called "Only select constituents if they have this contact point category." Selecting Email Address in the dropdown and checking the box will remove any constituents who don't have emails. 

    This acts like a virtual suppression segment, and suppresses constituents before any segments you've configured. The effect is visible in the Segment Contents tool, where the segment of these constituents is labeled "(Contact Point Category) (suppression)."

    This is also visible in the Suppression Report, where "(Contact Point Category)" identifies any constituent counts that were suppressed from segments based on this setting.

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