When we receive a spam complaint from an ISP, network administrator or other "trusted source," we often fast track that complaint to the head of the queue. We reach out to the client directly. We explain who we are, and we ask the client to provide information to detail exactly where and when and how that recipient came to opt-in to receive those mailings. If that information isn't provided in a timely manner, a client is likely to find their account temporarily suspended, until we work together to resolve the issue to everyone's satisfaction. (And by everyone, I mean that this includes the spam reporter.)
Clients are sometimes confused by this process, and they often question it. Understandably so; email guidelines are sometimes clear as mud, and even though we spell them out in detail in every contract, and have a plan English version of our anti-spam policy online, it can be a lot of information to digest. And if you're one of our clients, you're probably more focused on marketing objectives and email success, which means that policy compliance may not always be at the forefront of your mind.
Investigating and resolving spam complaints is very important to us. It's not the only measure we employ to ensure that our clients comply with the law, and with best practices. But it's a very important measure. If we don't stay on top of things like this, bad things happen to your ability to deliver mail to the inbox. Don't believe me? Check out my recent example of how one single spam message caused a university to block all mail sent from the ExactTarget network. Part of the resolution process was having that administrator send me that spam complaint and his understanding that I will handle the complaint to his satisfaction and in line with our published guidelines. That means reforming and/or terminating a client sending non opt-in email.
Read that again - what I'm saying there is: Our ability to get your mail delivered is dependent upon our policy that we police our clients to ensure that they don't send spam, and that we demonstrate to ISPs (and blacklists and universities etc.) that we will shut off people who send spam.
It's that simple. It's that practical. We require permission because we know is a requirement to get your mail to the inbox. We prohibit spam because we know it is a detriment to the ability to get your mail to the inbox.
Clients are sometimes confused by this process, and they often question it. Understandably so; email guidelines are sometimes clear as mud, and even though we spell them out in detail in every contract, and have a plan English version of our anti-spam policy online, it can be a lot of information to digest. And if you're one of our clients, you're probably more focused on marketing objectives and email success, which means that policy compliance may not always be at the forefront of your mind.
Investigating and resolving spam complaints is very important to us. It's not the only measure we employ to ensure that our clients comply with the law, and with best practices. But it's a very important measure. If we don't stay on top of things like this, bad things happen to your ability to deliver mail to the inbox. Don't believe me? Check out my recent example of how one single spam message caused a university to block all mail sent from the ExactTarget network. Part of the resolution process was having that administrator send me that spam complaint and his understanding that I will handle the complaint to his satisfaction and in line with our published guidelines. That means reforming and/or terminating a client sending non opt-in email.
Read that again - what I'm saying there is: Our ability to get your mail delivered is dependent upon our policy that we police our clients to ensure that they don't send spam, and that we demonstrate to ISPs (and blacklists and universities etc.) that we will shut off people who send spam.
It's that simple. It's that practical. We require permission because we know is a requirement to get your mail to the inbox. We prohibit spam because we know it is a detriment to the ability to get your mail to the inbox.
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