How to do Your Own Audit. A Hands-On Guide
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1 How to do Your Own Audit A Hands-On Guide
2 Are your open rates and click-throughs steadily declining, even though you haven t changed the way you send your ? Would you like a 10-20% improvement in response to your s with no increase in cost? If you answered yes to either of these questions, it may be time for an audit. You ve put a lot of effort into planning the most effective and compelling communications to your customers and prospects, and the last thing you need is a technical glitch that can keep people from receiving your message in the way you intended for them to receive it or possibly keep them from receiving it, period. An audit can help by analyzing the steps for composing and sending to your house files and rented opt-in lists, and comparing these procedures to best practices in direct marketing. Specifically, we re going to look at three areas that have been identified as trouble spots in hundreds of programs reviewed by Beasley Direct Marketing: y Problematic or dirty HTML coding. y Disconnects between the way you design your communication and the way your recipients see it. y Getting trapped by spam filters, in spite of your best efforts to comply with the ever-changing definitions of what is and isn t junk . We ve included a total of 8 action items, which you ll find at the end of each section. By applying even a few of these many of which you really can do yourself, especially if you or a staffer have good HTML coding skills you can reap a fast reward in terms of an immediate uptick in results from your next promotion. This isn t an exhaustive list we ve focused on the big problems that yield big improvements when they are resolved. If you d like to dig deeper, or if you re interested in professional audit services, please contact our guru, David at dbeasley@beasleydirect.com. 3
3 PART 1 The importance of clean HTML The easiest way to design an communication is also the riskiest: composing it in Word, choosing save as a Web Page then opening and sending from Outlook. In the interests of cross-application compatibility, Microsoft adds all kinds of formatting that can change the way a document will look in different browsers or even make it unreadable. Using an HTML editor like Dreamweaver is somewhat better but only if you work mostly in the code window and stay away from templates which add their own formatting. And the very best option is to work in a text editor, like Notepad, and hand-code your HTML (which you can then open in an HTML tool to check for open tags and other typos.) This is important because any extraneous information causes an accumulation of formatting tags that can cause problems in visual rendering or set off spam filters. According to Marketing Sherpa, even experienced web designers often don t realize that requires superclean code. Here are 12 best practices for HTML (based on our own experience): 4 1 Ideal page width: pixels. This allows full-width viewing on a variety of browsers. 2 Limit the file size to 30KB (20KB for mobile phones) or less for quick loading. 3 Avoid using background images. They re not recognized by many browsers including Outlook Make sure all tags are properly tested and closed <html></html>, <tr></td> <td></tr> etc. 5 No javascript, please. Many browsers can t read it. 6 Avoid flash or streaming video in HTML s. Animated.GIFs are usually OK. 7 Never use CSS layers to position elements; use HTML tables instead. Many clients do not support CSS layers, and will destroy the format of your message. 8 All dimensions for tables, rows, cells should be in pixels, not in percentages. 9 It s usually OK to use the COLSPAN attribute ( how many across?) but ROWSPAN ( how many down?) is not recognized by many browsers. 10 Special ASCII characters like,, or should be converted to HTML ( &trade). 11 Foreign characters should also be coded to remove accents, tildes and other characters that do not always reproduce correctly. 12 All images should have their height and width spelled out. Otherwise, if images are blocked they may display as white boxes with infinite height and width, pushing all the HTML text off the screen.
4 Why you shouldn t use ROWSPAN. The at left used ROWSPAN to set up the images and colored fields. The at right was re-coded without using ROWSPAN elements. The problem with embedded style elements in headers. Notice the unformatted headline and body type in the example at left. This happened because the message was sent to Gmail, a web client that strips out header style information. The example at right used in-line style elements for more consistent effect. 5
5 And here are our three top tips for composing HTML that works in 1 Provide an absolute path to graphics on your server, rather than including the graphics as an attachment or a relative path to a local server that won t be available when the is opened. 2 Insert the style sheet elements in the body of the . Not in an external stylesheet (which will not work if the link is not working) and not in the header either (because many web readers will strip out those headers). 3 Prepare your in multipart mime which means there is both a text version and an HTML version, along with the code that allows the program to deliver the right version for each recipient. This translation procedure will generally be done by your mail transmission service. If they don t offer it, demand it. HTML and crossbrowser compatibility As if it isn t enough to have basic coding challenges, different readers and browsers handle s slightly differently. Gmail and other web mail programs strip out the headers. In fact, to avoid potential problems, many third party services will remove the headers before the is transmitted. Outlook 2007 completely changed its code base, and is now based on Word compatibility instead of Internet Explorer. As a result, HTML forms no longer work in , and background images are no longer displayed. Bonus tip Sloppy HTML isn t just unattractive to your readers. It can also earn you points, the bad kind, with spam filters that assume that sloppy coders are likely to be spammers. Many transmission services offer a tool that allows you to check your code for cross-browser compatibility. Ask. (Even so, there is no guarantee that an that displays well in their tool will look good in everyone else s tool. So you should test by sending and receiving s in a variety of configurations, or have your vendor do this for you.) The importance of clean HTML code. 6 This is an excellent header for cross-browser compatibility. Notice how the TITLE field has been filled in. If you don t do this, the editor will default to Untitled which gets bad points with spam filters.
6 Here s another cleanly coded header, this one for a message in XHTML. You ll get readability benefits by specifying the type and version of code in the header, but be sure that ALL code in the message follows this specification or spam filters will add points against you. Don t mix HTML versions, or alternate between HTML and XHTML, in the same . Action steps for this section: 1 Clean up your code. Take a look at the code in your most recent . Ask your HTML designer to sit with you while you do this. If you see something that doesn t make sense, try taking it out. If the rendering of the HTML doesn t change, it s probably an artifact from an external template that can mess up in web browsers. 2 3 Move all your style elements into the body of the no external style sheets, no header-embedded elements either. Make sure all graphics are indicated with absolute, rather than relative paths. The special problem of mobile delivery Depending on your audience, a few to most of your users are seeing s not on their computers, but on their mobile screens. Mobile devices display differently but all have the problem of narrow screen width. Here are some best practices when delivering to mobile: l DON T use long URLS that fill the entire mobile screen. l Design narrower pages if you know you are going to mobile users: pixels vs for a desktop monitor; 40 text characters maximum vs. 72 for standard . l Mobile readers display HTML in a variety of ways, so always include a text version in multi-part mime so the client will deliver your message in a readable format. (Blackberry, for example, displays actual HTML code rather than interpreting it a result that s useless for readability.) l Some day, mobile companies may agree on a common graphic standard, but today there are significant display variations from one mobile screen to the next. 7
7 PART 2 Making them see the message you want them to see Your HTML can be perfect, yet you can still transmit a message that says absolutely nothing, like this: What s wrong? The recipients of these all-images s have accepted the default settings of Outlook, which means images are not downloaded without permission. And without the images, all they can see is a bunch of red X s that do nothing to get your message across. Here are some solutions: 8 1 Design your s so graphics are less critical to your message. Code your headlines in HTML, not graphics. Use HTML color specs as part of your design rather than loading graphic banners and backgrounds. Put your graphics to the right of your head so they aren t the first element a user sees. 2 Use ALT tags to reinforce information that is behind the graphics... this is the text that is loaded when the image doesn t load. The ALT tag allows the recipient to see a text message relevant to your offer such as use this link to request your white paper rather than a red X or, just as meaningless, a random image title. 3 Encourage subscribers to add you to their Safe Senders List which, in Outlook, means graphics are displayed by default. 4 TIP: A contrarian use of graphics is to put words there that would never pass a spam filter, such as click here for free offer. Just be sure that the spammy text isn t repeated in the alt tag; it should say something like use this link to request a white paper. Also, don t overuse this trick because too high a ratio of graphics to text counts against you with the filters.
8 Even with images blocked, the HTML head and body copy formatting get the message across. For the images on version, notice how the value proposition is clear and complete in the information above the fold in this small window. The cut-off pictures at the lower right tease the reader to scroll down and find out more. The Next Step: Make your message look good in the Preview Pane. According to Labs, 52% of business users always use the Preview Pane to scan a message. If they don t see something to attract them there, why should they take the next step and open it? For those who do download graphics, make sure that enough of your value proposition shows in the preview pane that they will either click through directly or open it. TIP: About subject lines. Don t count on more than 39 characters showing before the subject line is truncated in the preview window. Those 39 characters must contain enough information to deliver a compelling value proposition or create curiosity. Action steps for this section: 1 see. 2 3 Replace all headlines in graphics with HTML heads. And be sure your starts with an HTML head so the red x isn t the first thing they Write ALT tags for your graphics so they ll see an explanatory or marketing message instead of red X s. Encourage subscribers to add you to their Safe Senders List; in Outlook, this means your images will appear automatically 9
9 PART 3 Take a fresh look at spam filters At Beasley Direct we work with marketers who are intimately familiar with spam filters. Yet, almost every we transmit needs some tweaking to reduce its spam score and improve its deliverability. This isn t surprising because spammers are constantly changing their tactics to stay ahead of the filters, while the filters are working just as hard to keep up with the spammers. If your is tagged as spam it may be shunted straight to the junk mail folder... it may be delivered with a tag like (SPAM) to prejudice the reader... it may be blocked at a firewall or a corporate filter so the recipient never even sees it. Yet the filtered or blocked may be registered as delivered by the sending utility, making the delivery rates appear high while open and click-through rates steadily decline. These are good reasons why eternal vigilance against being labeled a spammer is well worth the effort. deliverability through spam filters is a top challenge for many marketers. Getting your s through the filters takes a multi-level approach. First, we recommend that you have a dedicated IP address that will be used to identify you as a legitimate marketer by the Internet Service Providers (ISPs) and spam filters. Secondly, spam filters look for messy lists, so keep your list clean by removing inactive subscribers. Third, modify your creative or template using the tactics we re describing in this guide. Doing these three things will make the most difference in improving your delivery rate. Top tactics for improving deliverability. Three dimensions of deliverability tactics - effectiveness, difficulty and use. 10
10 There are several categories of spam filters, but the two that are of greatest concern to legitimate marketers are content filters and volume filters. Let s look at each one. Content Filters analyze the guts of a message and then assign it a point score based on an ever-changing set of criteria. Spammy words count against you, as does sloppy coding considered characteristic of professional spammers who are moving too fast to keep their code clean. Many spam filters add further points against you if recipients actively tag your message as spam. ISPs can set their own thresholds as to what is considered spam; it s generally a score of 5 on the widely-used SpamAssassin open source tool. It s rare to have a perfect score of 0, yet with some diligent cleanup you can usually bring a spammy well below the 5 point trigger. The frustrating thing about content filtering is that you can get dinged for using words that are perfectly legitimate. For example, the score for Viagra is so high we can t imagine how the company making this product can communicate with customers via . Below is a snapshot of scoring criteria in the SpamAssassin database. Some spam triggers are obvious, others not so obvious. Further, many of the banned words are those beloved by direct marketers like free, promise, no fee, no obligation, money-back guarantee... as well as less obvious words and phrases like click here or even unsubscribe. The solution is to study the spam filters as you compose your message and then actually run a sample message against the filters before you send it, to see what you ve missed. Your provider should have spam testing tools or you can simply yourself to a variety of accounts on various ISPs, then read the explanations for your own spam score. 11
11 A final note on content filtering: treat the scores as guidelines, never as a pass/ fail tool. You may get a good score on your test, and still get filtered for other factors determined by the ISP or many of your recipients PC spam filters. This was trapped by the spam filters This got through. What s the difference? In the first , a.gif was titled guarantee. gif and its ALT tag was Risk Free 90 Day Money-Back Guarantee. Once these spammy words were changed, the looked the same but the score dropped below the threshold. 12
12 HTML code no-nos that can get you filtered l Text in different colors or font sizes (without using embedded style elements) l Using dotted decimal IP Addresses to reference graphics and links l Unbalanced body, table and other tags l Leaving the html editor information in the header l Having spammy words in alt tags or as file names l Missing or untitled between <title></title> tags l <TBODY> tags Volume-Based Filters are triggered not by content, but by characteristics of your transmission procedures as monitored by the receiving ISP. The most common triggers are resource-based and unknown user-based. Resource-based filters are triggered when a mailer demands too much of the receiving mail server at the ISP. The ISP terminates the connection at that threshold point. This is what happens when you try to send too many s in a bulk transmission, instead of using a service that sends them one at a time. In addition, some ISPs such as Earthlink and AT&T have filtering protocols based on too many cc s to their users, thus thwarting a common bulk mailing tactic where all the recipients are blind cc d so their addresses remain confidential. You can avoid getting filtered by these resource-based tests if you: l Reduce unnecessary volume demands by removing those who don t open your s, or by breaking up large lists. l Modify the send rate to prevent large pulses of s though the ISPs. Unknown user-based filters are triggered by a high number of attempted deliveries at the ISP that are not valid addresses. If the marketer passes a threshold, their mail will stop being delivered. Here s another reason to keep your list clean. Steps to avoid unknown user-based filters: l Regularly clean your lists to remove bounced addresses that require extra processing by the ISP and count against you for volume. Other steps to avoid ISP filters: l Make sure your host name and your IP address match. l Only send your s from the mail server, never from a 3rd party open relay server. l Follow the procedures for identifying yourself with Sender ID (Hotmail) and signing with DomainKeys (Yahoo), so your is recognized as legitimate by these services. Most good Transmission Utilities take care of these last three steps. Make sure the one you or your vendor is using does! 13
13 A few trigger words guaranteed to raise your spam score Click Sale Complimentary No-cost Save Ensure Spam Saving Money-Back Profit(s) Value Refund Guarantee(d) Special Offer Risk-Free Free Download Toll-Free Limited time (offer) Win Removal Income Instant(ly) 10% Off Subscribe (or unsubscribe) Amaz(ed)(ing) Bonus $$$/Money/Dollar(s) 4U Prizes Action steps for this section: 1 Run your latest through a spam filter, then remove as many spammy components as you can without gutting your . This is a balancing act. If you take out every provocative word the filters will love you, but your readers will be lulled to sleep. However, you can almost certainly lower your spam score without affecting the impact of your message. 2 Strategically move some of those spammy words to graphics, such as putting a YOURS FREE burst on top of a premium offer. Just remember to say something innocuous in the ALT tag for that graphic. It s still ok to say free offer within your graphics just as long as the ATL tag doesn t also say free offer. Bonus TIP After you ve done all the things in this guide, ask us to cross-check your results. For just a very small fee, Beasley Direct will conduct a complete audit covering all the points described in this report... and a few more besides. To get started, contact David Beasley at dbeasley@beasleydirect.com or call Dave at (408) , ext
14 About... Beasley Direct Marketing We are a full-service direct and online marketing agency. Our client experience ranges from consumer products to complex technical services, and from household names to mid-market companies. In each case we strive to deliver value by optimizing the marketing communication at every step of the sales process. The insights in this report are based on hundreds of engagements with clients in a range of industries. They represent best practices from our own experience and the examples of others. We hope they will save you the time and expense required for trial-and-error marketing that few companies can afford in these economic times. Beasley Direct Marketing does strategic planning, creative, and program execution for web, search, , print, direct mail, broadcast, social, print and telephone nurturing campaigns. We are a multiple award winner including several coveted Echo Awards, presented by the Direct Marketing Association. Let us help you with your next multichannel campaign. Call us at or go online to 15
15 Awards: Caples Summit MarCom Creative Award Echo Bronze Echo Leader Golden Pyramid Pioneer Communicator Echo Finalist Beasley Direct Marketing, Inc Perry Lane Morgan Hill, CA (408) VOICE (408) FAX Blog: Beasley Direct Marketing, Inc.
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