Labs 4.15 User s Guide

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1 Labs 4.15 User s Guide 1

2 Table of Contents Labs Basics... 9 About the Labs Application... 9 Supported Browsers... 9 Using the Navigation Bar Getting Help Logging Into Your Account Account Management About the Account Home Page Working with the Active Mailing List Table Working With Your Global Settings Searching All Your Lists for an Address Using the Suppression List and Blacklist Unsubscribing Members from All Mailing Lists Learning About System Updates and New Features Keeping Track of Account Usage Using Your Customer ID Creating User Accounts Creating and Assigning Groups Changing Your Account Settings Creating and Viewing Global Tasks

3 Mailing Lists About Mailing Lists Creating a Mailing List Archiving Infrequently-Used Mailing Lists Viewing and Analyzing Your Recent Campaigns Unsubscribing a Member from a List Deleting a Mailing List Working with the Recent Messages Table Viewing and Changing Basic Mailing List Settings More Mailing List Settings Enabling and Editing a Welcome Message Handling Bounced Addresses Handling Replies Automatically Making Your Links Trackable Limiting the Number of s a List Member Receives Action Tracking Optimizing Your Message for America Online Users Editing Your Unsubscribe Confirmation Message Enabling and Editing a Mailing Address Footer Enabling and Editing an Automatic Message Footer HBX Integration Changing Your API Access Setting Creating and Using Mailing List Tasks

4 Demographics About Demographics Enabling a Demographic About Demographic Types Creating and Changing Your Own Demographics Viewing the List of Values for a Demographic Creating Demographics: Some Examples Member Records About Member Records Changing the Number of Displayed Demographics Working with an Existing Database of Members Preparing an Existing Database for Uploading Uploading an Existing Database of Members Correcting Problems with Your Database Upload Updating Your Lists Using an Existing Database Adding a New Member to a Mailing List Adding a Member to Your Proof List Viewing Your Member Records Searching for a Member in a List Viewing a Member Profile Unsubscribing a Member from a List Restoring or Deleting a Bounced Member Copying Members from a Different List Changing a Member Profile

5 Downloading a Member Database Messages About the Messages Table Understanding Message Actions Creating a Message, Part 1: Choosing Settings Creating a Message, Part 2: Adding HTML Using the HTML Editor HTML Editor: Tips and Tricks HTML Editor: Image Properties HTML Editor: Table Properties Creating a Message, Part 3: Adding Content and Enhancements Creating a Message, Part 4: Checking Your Content Creating a Message, Part 5: Text & AOL Versions Creating a Message, Part 6: Notes & Tasks Testing Your Message Scheduling Your Message for Delivery Editing the Confirm Opt-In Message Enabling and Editing a Welcome Message Habeas Seedbox Monitoring Integration Content Library About the Content Library Working with Folders in the Content Library Viewing Content Uploading Content to the Content Library

6 Creating Dynamic Content Working with Enhancers About Enhancers Working with Enhancers Creating an Enhancer Enhancer Types Survey Unsubscribe Global Unsubscribe Web version Update Profile Admin Center Referral Custom Working with Templates About Templates Working with Templates Creating a Template Creating a Message from a Template Reports About Reports Viewing Message Reports About the List Breakdown Report About Overview Campaign Reports

7 About Individual Campaign Reports About Clickthru Breakdown Reports About ed List Reports About the Clickthru Report About ed Message Reports Segments About Segments Creating a Demographic Segment Creating an Activity Segment About Segment Logic Statements Changing the Logic of a Segment Creating Segments: Some Examples Copying a Segment Working with Opt-In Forms Working with Opt-In Forms Creating an Opt-In Form Editing the Confirm Opt-In Message Triggers About Triggers Creating a Trigger Part 1: Getting Started Creating a Trigger Part 2: Choosing a Trigger Type Creating a Trigger Part 3: Final Steps (Creating a Message, Editing Your Logic Statement) About Trigger Logic Statements

8 Changing the Logic of a Trigger Creating a Trigger: Some Examples Scheduling a Trigger for Delivery Enabling and Disabling a Trigger Clearing a List Member s Trigger History Distribution Groups About Distribution Groups Creating a Distribution Group Scheduling a Test Message Sending the Winning Message to the Rest of Your Distribution Group Advisor About Advisor Using Labs with ClickTracks Using Labs with ClickTracks: Overview Phase I: Set Up Labs to Work with ClickTracks Phase II: Set Up ClickTracks To Work With Labs Phase III: Generate Segments in ClickTracks Index

9 Labs Basics About the Labs Application Labs is an advanced application that helps you use to market your products or services more effectively. With Labs, you can: Create and manage mailing lists of your customers. Generate messages in HTML, Text and AOL formats. Use a wide range of tools to customize your messages based on customer profiles. Test your messages before doing a mass mailing. Set up automatic responses based on how customers interact with a message. Create and view reports that help you improve the effectiveness of your campaigns. Analyze the path customers are taking on your web site after receiving an . Integrate a pre-existing database of customers with the Labs software. Supported Browsers Labs supports the following browsers: Internet Explorer 6 and 7 Mozilla Firefox 2 NOTE Labs does not support Firefox 2 with Extensions, except the Yahoo! toolbar. These browsers are not officially supported but should work: Netscape Safari 9

10 Using the Navigation Bar Account Home: Access Mailing Lists, Archived Lists, Recent Messages, System Status and New Features, Global Search and Unsubscribe, Account Usage, Company Info, Logout. Mailing List Home View List Home: View and edit Mailing List Settings and Mailing List Status and view summary data for Recently Sent Messages. List Settings: View and edit options for Welcome Message, Bounce Message Re-Send, Automatic Reply Handling, Custom Clickthru URL, Action Tracking, Frequency Limiter, Action Tracking, AOL Settings, Unsubscribe Confirmation Message, Mailing Address Footer, Automatic Message Footer, HBX, API Security, and Mailing List Tasks. Demographics: View Demographics: View your demographics, enable or disable demographics or edit existing customized demographics. Create Demographic: Create a customized demographic that you can then enable for any list. 10

11 Member Records: View Records: View your member lists, including active, proof list, unsubscribed, bounced, admin trashed or all trashed. You can also search for a specific or domain or unsubscribe a specific . Upload Records: Upload an existing database directly into your mailing list; view currently enabled demographics. Download Records: Download your records into a text file or Excel. Choose your type of list and the fields you want to download. Add Member Record: Add an individual record to your member records. Messages: View Messages: View or edit your messages, your templates or your welcome message. Create a Message: Create a new message. Content Library: Create an enhancer to personalize and create more interactive s. Host uploaded content and create dynamic content. Templates: Create, preview, edit, and delete message templates. Reports: View Reports: Display your member breakdown (active, unsubscribed, bounced, administrative), campaign reports, segment reports, and ed reports. List Breakdown: Domain Member breakdown (AOL, free, other), most active member report, demographic breakdown, click thru reports, new subscribers, new unsubscribers. Campaign Reports: Displays saved reports and allows you to build a new report. Lists archived 11

12 messages from a specified time period. Advanced Features: Segments: Create new segments, edit existing segments and view segment results report. Opt-in Forms: View/edit existing opt-in forms or create a new opt-in form. Triggers:Build automated responses and messages based on a user s actions or demographic categories. Distribution Groups: Perform A/B split tests as well as other randomized group mailings. Getting Help If you need help while using Labs software, you can do one of the following: Click User Guide. In some sections, context-sensitive help is available by moving the pointer over a Question Mark button Call our Customer Support team at us at 12

13 Logging Into Your Account To log in to your account 1. On the Labs home page (www. labs.com), click Client Login in the upper right corner of the screen. 2. Enter your login and password. 3. Click the box next to Account Type, and then choose Administrator or Reporting Only from the list. 4. Click the Login button. To log out of your account Click Logout in the upper right corner of the screen. A message appears telling you that you have logged off successfully. You can re-log in from this screen. Notes Your User name and password were assigned to you by your Account Executive. If you are unsure of your user name/password combination or are experiencing difficulty logging in, please contact Labs Customer Support. An Administrator account gives you complete access to all the features of Labs. A Reporting Only account lets you view messages previously sent and their reports, and nothing more. In version 4.0 the Reporting Only option has been discontinued. Existing Reporting Only accounts will continue to work; however, no new accounts of this type can be created. Your login URL may be different than above. Please use the login information your sales or support representative provided. 13

14 Account Management About the Account Home Page The Account Home page is the first page you see after logging in; it s the central hub of Labs. From this page, you can do the following: View and reorder a table of your active mailing lists, and access or delete individual lists. Search for a particular mailing list. Access your archivedlists and recent messages. Create a new mailing list. Click User Accounts or Account Settings to access those features. Change your global settings. View system updates and news announcements. View account usage and company information. Working with the Active Mailing List Table When you log in to Labs and go to the Account Home Page, the active mailing list table appears under the heading Active. To sort the table by any one of the following Name Members Or Last Message: Click the appropriate column heading. To view different sections of the table, choose one of the following First 10 Rows Previous 10 Rows 14

15 Next 10 Rows Last 10 Rows Expand Rows To search for a list in the table 1. Click the box next to Find Name, and then choose your search criterion. 2. Click the text box to the left of the Search button, and then type your text. 3. Click the Search button. Notes The search is case-sensitive. You can archivea mailing list. Working With Your Global Settings With your global settings, you can: Search for members and unsubscribe them. Manage your Blacklist. Manage your Suppression list. To access your global settings In the left navigation bar, click Account Home. Searching All Your Lists for an Address A global search searches for an address across all your mailing lists and shows you members that subscribe to more than one list. To search all your mailing lists for an address 1. Go to the Account Home page. 15

16 2. In the Address box, type the address you want to search for, and then click Search. Using the Suppression List and Blacklist When you don t want a member to receive , you can put them on the Suppression List or the Blacklist. The lists have one major difference: The Suppression List is used on a per-message basis. In other words, you can apply the Suppression list to a message you send today (blocking the members who are on the list from receiving the message) and not apply the List to a message you send tomorrow (in which case the List has no effect). You can have multiple suppression lists, but only one list can be applied to a message. The Blacklist applies to any messages you send at any time. A member who is on the Blacklist will not receive messages until they are taken off the Blacklist and made active again. The Suppression List To create a Suppression List 1. On the Account Home page under Global Settings, click Suppression Lists. 2. In the Suppression Lists window, click in the New Suppression List Name box, type a name, and then click Create Suppression List. 3. Follow the instructions on the page to add members. 16

17 To view a Suppression List On the Suppression Lists page, click the View command for the list you want. To download a Suppression List 1. On the Suppression Lists page, click the Download command for the list you want. 2. Follow the instructions on the page to download. To apply a Suppression List to a message While you are scheduling a message for delivery, click the Suppression List box, and then select the Suppression List you want. Notes You can have more than one Suppression List and apply a different one to each message. You can only apply one Suppression List to any particular message. The Blacklist To view your Blacklist On the Account Home page under Global Settings, click Blacklist. To add an address to the Blacklist 1. In the Blacklist Settings window, click the text box on the right, and then type the address you want. 2. Click Add to List. To remove an address from the Blacklist 1. In the box on the left, select the address you want. 2. Click Remove from list. Note You can use the asterisk (*) as a wildcard to add all addresses in a domain to your Blacklist. For example, to restrict s from the domain "aol.com," type 17

18 Unsubscribing Members from All Mailing Lists To unsubscribe a member from all your mailing lists On the Account Home page in the Address box, type the address of the member you want to unsubscribe, and then click Unsubscribe. To unsubscribe a group of members from all your mailing lists IMPORTANT: Before you can carry out this procedure, you must have a file containing a list of the members you want to unsubscribe. The list must contain addresses only. 1. On the Account Home page under Global Settings, click Upload List of Unsubscribes. 2. In the Upload this file box, type the name of the file containing the list. You can also click the Browse button, navigate to the file, and then click Open. 3. Click Submit Global Unsubscribe List. Note After a member has been moved to the Unsubscribe list, you can still view their profile and history of activity. Learning About System Updates and New Features The System Updates and New Features section of the Account Home page contains links to information you may find useful. Some examples: A warning about viruses and spoofing. 18

19 New features in the Labs software. Information about the Labs newsletter. Keeping Track of Account Usage To view information about your account usage 1. Go to the Account Home page. 2. To view your usage statistics, click Usage History. 3. To view the dates and times certain actions were taken, click Activity Log. Using Your Customer ID To view your company information and customer ID Go to the Account Home page. The information is listed under Company Info. Note Have your customer ID handy when you contact Labs support. Creating User Accounts If you have two or more employees using the Labs application, you may want to set different access privileges for each one. For example, you may want one user to have access only to the Upload sections, and allow another user only the ability to create messages. You can create individual user accounts, each with a different set of access privileges, on the User Accounts page. 19

20 To create a new User Account 1. Go to the User Accounts page 2. Click Create New User. 3. Under User Account Information, type the appropriate information in the text boxes. If you want to limit a user s access to certain mailing lists, assign it to a group. 4. Click the box next to Predefined Roles, and then choose one of the four account types in the list. When you choose a role, each feature that role can access is displayed on the page with a check mark to its left. The role types are: Custom: You must select the features you want this type to access. Administrator: Can access every feature. User: Can access all features except those listed under Administrator and Reporting. Reporter: Can only access the features listed under Reporting. 5. After you make all your choices, click Save. Roles Account Administrator List Manager Message Creator Features Create/Edit User Accounts, View Usage Info and Manage List Settings. Create, edit and delete Mailing Lists, Segments, and Opt-In Forms. Add, remove, and unsubscribe Member Records, as well as Upload/Download Mailing Lists. Create, edit, and preview Templates and Messages. Send Proofs and Quick Tests. Create, edit, and delete 20

21 Enhancers. Not able to schedule a message. Message Scheduler Reporting Schedule messages, pause/resume/cancel Message Delivery, and approve messages created by a Message Creator. Access the reports of the system. Not able to schedule or create messages or access mailing lists. Creating and Assigning Groups Groups are helpful if you want to limit a user s access to certain mailing lists. You can create a group consisting of only the mailing lists you want a user to access, and then assign the user to that group. To create a new group 1. On the User Accounts page, click Create New Group. 2. Under Group Information, type a Group Name and Description. 3. For each mailing list you want to include in the group, click the Allow button to the left of the list s name. 4. If a list you are allowing has segments, those segments are allowed by default. To exclude a segment from the group, click the Disallow button next to the segment s name. 5. After you make all your choices, click Save. To assign a new user to a group 1. Create a new user account. When you get to the Group setting under User Account Information, click the box next to Group, and then choose a group from the list. 2. After you make all your choices, click Save. To assign an existing user to a group 1. On the User Accounts page, click Edit to the left of the mailing list you want to change. 2. Click the box next to Group, and then choose a group from the list. 3. After you make all your choices, click Save. 21

22 Changing Your Account Settings To change your basic account information 1. Go to the Account Settings page 2. In the Account Information section, select the text for an item, and then make the edits you want. -or- Select all the text in a text box, and then type new text. To limit API access to specific IP addresses Click in the Global API Access text box, and then type the IP addresses. To allow API access from any IP Clear the Global API Access check box. When you are finished changing your account settings, click Save. Notes You can have different API access settings for each mailing list. You can view your Global Task list and create new ones from this page. Creating and Viewing Global Tasks You can create global tasks that apply to all your mailing lists. To view your Global Task list On the Account Settings page, click Manage Global Task List. The Global Task list appears in a new window. To create a new global task 1. Click Create New Global Task. 22

23 2. In the Task box, type a name. 23

24 Mailing Lists About Mailing Lists A mailing list contains the names and addresses of your customers as well as specific pieces of information about them called demographics. This collection of information about a particular customer is called a member record. On the Mailing Lists page, you can: Create a new list. Search for a list. Sort the Mailing Lists table by name, members, or last message. View archived messages and recent messages. View system updates and new features. Search for and unsubscribe members from all mailing lists. Create Suppression lists and Blacklists. View account usage and company info. To go to the Mailing Lists page Do one of the following: Log in to the Labs application. On the Account Home Page, the active mailing list table appears under the heading Active. If you are already in the application, in the left navigation bar, click Account Home. On the Mailing List View page, you can: Search for and unsubscribemembers from the current list. Change the mailing list name, sender name, or reply-to address. View your mailing list status and Activity Log. View and access recently updated messages. To go to the Mailing Lists View page Do one of the following: From the Account Home Page in the Mailing Lists section, click one of the lists under Active. If you are elsewhere in the application, in the left navigation bar, click View List Home. 24

25 Note You can change your mailing list settings Creating a Mailing List The first time you access your account, you must create a mailing list. To create a new mailing list 1. Go to the Account Home page. 2. In the Mailing Lists tab, click New List (located above the Action column in the Active Mailing List Table). 3. In the Mailing List Create window, click the text box, and then type a name. 4. Click the Create button. You can also press Enter. 5. Enter a Mailing List Name, Sender Name, and Reply-to-Address in the boxes for those items. 6. When you are finished, click Save. 25

26 Notes The List Status box displays Active, which means the list name will be displayed in the Active Mailing List Table. This is the most common status for a new list. You can choose a list status of Archived if you think the list will be used infrequently. The Sender Name tells your customers who the message is from. The Reply-to-Address is the address that receives the replies from your customers. Archiving Infrequently-Used Mailing Lists If you no longer use a mailing list but still value the information it contains, you can move it from the Active Mailing List table to the Archived Lists table. This reduces clutter in your Active Mailing List table; if you decide to use the list again, you can activate it. To archive a mailing list 1. On the Account Home page, click the Mailing Lists tab if that tab is not already active. 2. In the Active Mailing List table, click the name of the mailing list you want to archive. 3. On the Mailing List View page, click the List Status box, and then select Archived. 4. Click Save. To activate a mailing list 1. On the Account Home page, click Archived Lists. 2. In the Action column, click the Activate command for the list you want to activate. The list is moved to the Active Mailing List table. Viewing and Analyzing Your Recent Campaigns You can view a table of your recent messages and examine the results of those campaigns. To view your recent messages 26

27 1. On the Account Home page, click the Recent Messages tab. To view different sections of the table, choose one of the following First 10 Rows Previous 10 Rows Next 10 Rows Last 10 Rows Expand Rows To view reports about your campaign In the Actions column, click the View Reports command for the campaign you want. A window opens with two report options: Standard Message Report and Visual Message Report. To go to the Mailing List View page for a mailing list In the Mailing List column, click the name of the list. To sort the table by any one of the following Click the appropriate column heading: Note Mailing List Name Subject Date Segment If you have a large number of mailing lists, you may find it easier to access a commonly-used list in the Recent Messages tab. Unsubscribing a Member from a List To unsubscribe a member from a list 1. Go to the Account Home page and make sure you are in the Mailing Lists section. 27

28 -or- In the left navigation bar, click View List Home or View Records. 2. In the box next to the Unsubscribe button, type the address of the member you want, and then click Unsubscribe. If you are unsure of the name you are looking for, or you want to find multiple addresses, you can use the asterisk (*) as a wildcard. For example, to display all members with a Yahoo account, you can type if you know it s a Yahoo account, and you know it begins with E, but you aren t sure of the exact name, you can type To unsubscribe one or more members using the wildcard (*) 1. In the box next to the Unsubscribe button, type the address of the member you want, including the wildcard, and then click Unsubscribe. A list appears with all matching addresses. 2. Do one of the following: To unsubscribe certain addresses, select the ones you want, and then click Unsubscribe Checked. To unsubscribe all matching addresses, click Unsubscribe All. Note You can also use the Unsubscribe feature while on the Proof List page. Deleting a Mailing List Caution: The delete action is permanent. If you want to remove a list from the Active Mailing List Table without deleting it, you can archive it. To delete a mailing list In the Active Mailing List Table, click the Delete command for the list you want to remove. 28

29 Working with the Recent Messages Table When you log in to Labs and go to the Account Home Page, the Mailing Lists tab appears. To view and work with recent messages, click the Recent Messages tab. To sort the table by any one of the following Click the appropriate column heading: Mailing List Name Subject Date Segment: To view different sections of the table, choose one of the following First 10 Rows Previous 10 Rows Next 10 Rows Last 10 Rows Expand Rows To view details about an individual mailing list Under Mailing List, click the name of the list you want. To view reports about a message Under Actions, click View Reports. Viewing and Changing Basic Mailing List Settings To change a mailing list name, sender name, replyto address 1. On the Account Home page, click the name of the mailing list you want to change. 2. Click the box containing the information you want to change, and then make your edits. 29

30 Viewing Your Mailing List Status Under Mailing List Status, you can view the last message sent and the number of your active members. To view the activity log for this mailing list, click View Activity Log. To go to the View Records page, click the number next to Active Members. Viewing Your Recently Updated Messages To view a message in the list Click the message subject. More Mailing List Settings Enabling and Editing a Welcome Message A welcome message is a great way to greet your customers when they join your mailing list. When this option is enabled, the customer receives the message after they opt in. To enable an automatic welcome message upon opt-in 1. In the left navigation bar, click List Settings. 2. Under Welcome Message, select Send Welcome Message on opt-in. 30

31 To edit the Welcome Message 1. In the left navigation bar, click View Messages, and then click System Messages. 2. Click the box under Actions, choose Edit, and then click Go. 3. Edit the message as you would any other message. Note A different message is sent to customers who submit a double opt-in web form. Handling Bounced Addresses A bounced address is an address that does not receive a message sent to it; there are several possible reasons for this. In Labs, you can do the following: Automatically re-send a message to bounced addresses. Choose the interval to wait before the message is resent. Specify which undelivered messages qualify as bounced. To choose your bounce settings 1. In the left navigation bar, click List Settings. 2. Follow the instructions under Bounce Settings to choose your options. 31

32 Notes To prevent bounced messages from being re-sent, choose 0 as the Bounce Retry amount. If a message is not delivered because the recipient s mail box is full, that is not considered a bounce. The message is re-sent once; if it fails again, that member stays in the Active List but no longer receives mail from that specific campaign. To re-classify this type of failed delivery as a bounce, select Temporarily Failed under Bounce Categories. Handling Replies Automatically Receiving every message that comes in can be time-consuming. Many replies you will receive are autoreplies, messages generated automatically by some list members telling you that they are unavailable ("I'm out of the office"). These typically indicate that no actual contact with the customer has been made. You can use reply handling to detect if a reply is an autoreply and, if so, ignore it or have it forwarded to an address you select. The AutoReply Segment searches the subject or body of a reply for typical autoreply phrases; if it finds a match, that reply is filtered. 32

33 To enable reply handling 1. In the left navigation bar, click List Settings. 2. In the Reply Handling section, change the Reply-To-Address address to the address listed in the NOTE under Automatic Reply Handling Segment. To change the address, name and subject you see for a reply forwarded to you from Labs In the Forward from Address, Forward from Name, and Forward Subject boxes, select the text and change it to the information you want. To change the form in which a reply is forward to you Click one of the options under the Forward Subject box. You can choose to have the reply arrive inside a forwarded , as an attachment to it, or looking like it came directly from your customer (this last option is useful if you have a support group or CRM automatically handling replies). To ignore all autoreplies In the Action box next to AutoReply, click Ignore all that match segment. To view the list of autoreply phrases the segment looks for Click the Edit Segment command for AutoReply. In the Reply Segments window, the phrases are listed under Match Value. To create a custom matching phrase 1. In the Reply Segments window, click the Add a new segment box, and then select the search area you want. Subject: The segment searches the subject line of the autoreply for matching text. Body: The segment searches the first ten lines of the autoreply for matching text. 2. Click in the text box, and then type the phrase you want. 3. When you are finished, click Submit. To delete a custom matching phrase Click the Delete command for the phrase you want. To forward autoreplies to an address of your choice 1. Select Forward all to. 2. To change the address listed, select the text in the Forward all to box, and then type the address you want. 33

34 To filter unsubscribe requests (This is useful for customers who send a reply containing an unsubscribe phrase in the subject or body) In the Action box next to Unsubscribe, click Unsubscribe all that match segment. To view the list of unsubscribe phrases the segment looks for Click the Edit Segment command for Unsubscribe. In the Reply Segments window, the phrases are listed under Match Value. Notes Responses that match the unsubscribe segment are automatically removed from your active mailing list. Unsubscribe messages that are forwarded to you are not processed by Labs; they remain on the active mailing list. You must take additional steps to unsubscribe them. To create a custom matching phrase 1. In the Reply Segments window, click the Add a new segment box, and then select the search area you want. Subject: The segment searches the subject line of the autoresponse for matching text. Body: The segment searches the first ten lines of the autoresponse for matching text. 2. Click in the text box, and then type the phrase you want. 3. When you are finished, click Submit. To delete a custom matching phrase Click the Delete command for the phrase you want. To forward unsubscribe requests to an address of your choice 1. Select Forward all to. 2. To change the address listed, select the text in the Forward all to box, and then type the address you want. To specify the forwarding address for replies that do not match the AutoReply or Unsubscribe segments Select the text in the Forward to Address box, and then type the address you want. 34

35 Making Your Links Trackable Labs makes links in your message trackable with the domain of your farm; this lets us track the activity that each link produces. To customize the trackable links to reference your domain or subdomain 1. Contact our support team for instructions and IP addresses. 2. In the left navigation bar, click List Settings. 3. In the Custom Clickthru URL section, click Use Customized Clickthru URL. 4. Click in the Customized Clickthru URL box, and then type the URL you want. 5. Click SAVE. IMPORTANT: The URL you type must include / as the last character. Note With domain masking, you can cover up the Labs portion of the reply address. For example, instead of having you could use This is often done to maintain branding. To set up domain masking, contact our support team. Limiting the Number of s a List Member Receives You can ensure that list members are not sent more than a certain number of messages within a given time period. To limit the number of s a list member receives 1. In the left navigation bar, click List Settings. 35

36 2. In the Frequency Limiter section, select the Don't send more check box and then type amounts in the messages and days boxes. Action Tracking With action tracking, you can keep track of how your customer moves through your web site. For example, if you have a web page featuring sale items and your message contains a link to that page, you can track where a customer goes after they click the link. To set action tracking 1. In the left navigation bar, click List Settings. 2. In the Action Tracking section, copy the image tag in the text box. 3. Paste the tag onto every web page you want to track. How it Works: Every HTML message you send contains an invisible one-pixel image that sets a cookie on the customer s computer. To enable tracking, you copy the Action Tracking tag from the List Settings page and paste it onto every web page you want tracked. When the user views a page, the tag checks for the cookie, and you receive information telling you if the customer visited the web page and has seen your . The results are found on the campaign report for that message. 36

37 Optimizing Your Message for America Online Users Recent versions of America Online software read HTML , but some older versions do not. To ensure that your is readable by the maximum number of AOL users, you can take out the multipart portions and send only the text version to them. To only send the AOL version to AOL recipients 1. In the left navigation bar, click List Settings. 2. In the AOL settings section, click Only send AOL version to AOL recipients. Editing Your Unsubscribe Confirmation Message The unsubscribe confirmation message is sent when a user unsubscribes via . You can customize this message. To edit your unsubscribe confirmation message 1. In the left navigation bar, click List Settings. 2. In the Unsubscribe Confirmation Message section, click Edit Unsubscribe Confirmation Message. 3. In the Subscription Messages window, make the changes you want. Notes A list member can unsubscribe by sending an to your unsubscribe address or an unsubscribe request to your Labs reply handling address. You can also create an Unsubscribe Enhancer that lets you put the unsubscribe message anywhere in your . 37

38 Enabling and Editing a Mailing Address Footer The CAN-SPAM law requires that you include a physical mailing address in your s. You can turn this feature on or off (you will probably want it off if, for example, you already have your mailing address incorporated into the message text). You can also edit the footer. To enable the mailing address footer 1. In the left navigation bar, click List Settings. 2. Under Mailing Address Footer, select the Enable by default check box. To edit the mailing address footer Under Mailing Address Footer, select the Enable by default check box. Enabling and Editing an Automatic Message Footer You can include an automatic message footer in all your s. This is useful if, for example, you want every message to have a legal disclaimer. To enable the Automatic Message Footer 1. In the left navigation bar, click List Settings. 2. Under Automatic Message Footer, select the Add footer to all messages check box. To edit the Automatic Message Footer Under Automatic Message Footer, click the Edit Message Footer check box. 38

39 HBX Integration HBX integration is for users that already have a WebSideStory HBX account. By entering your user name and password, Labs will automatically generate a special campaign code that will be tied directly into your HBX Campaign Reports. Changing Your API Access Setting You can limit the API access to your account to specific IP addresses. To limit API access to specific IP addresses 1. In the left navigation bar, click List Settings. 2. In the API Security section, click the Limit API access to these addresses box, and then type the IP addresses. To allow API access from any IP Clear the Limit API access to these addresses check box. To block all API access Clear the Limit API access to these addresses box and leave the check box selected Note You can have different API access settings for each mailing list. 39

40 Creating and Using Mailing List Tasks You can create a checklist of tasks that remind you of things to do before you send a message. These tasks are displayed in the Notes & Tasks section of your messages. To open the Workflow Tasks page 1. In the left navigation bar, click List Settings. 2. At the bottom of the page under Mailing List Tasks, click Add/Edit/Remove Mailing List Tasks. To add a pre-existing task to the list 1. In the Workflow Tasks window, click Add Task(s). 2. Click the check boxes for the tasks you want. 3. Click ADD TASKS. To create a new task 1. In the Workflow Tasks window, click Create New Task. 2. In the Task box, type a name. 3. Click the Action box, and then select the action you want. Required: If you attempt to schedule a message before completing a task, a warning displays and you are prevented from scheduling. Optional: Generates a warning on the schedule page, but the system lets you send the message without completing the task. Reminder: No warning displays on the schedule page if you fail to complete the task. 4. Click Save. 40

41 To edit or remove a task Click the Edit or Remove commands for the task. To change an enforcement level for a task Click the Enforcement box, and then select the action you want. To move a task up or down in the list Click the up or down arrow on the left side of the list. When you are finished, click Save. 41

42 Demographics About Demographics Specific pieces of information about your customers last name, age, gender, marital status, etc. are called demographics in Labs. You can use demographics in a number of ways: Surveys: Create demographic questions to better understand your customers. Segments: Create a segment from your customer s demographic profile, and then use the segment to ensure that your customers are getting messages specifically targeted to them. Opt-In Forms: Gather as much as information as you need when your customers opt in to receive your s. Triggers Create automated responses based on user demographics and activity. User Reports Get the information ed to you immediately through User Reports. Gather a report on when a user updates their profile Labs contains a number of built-in demographics (to view them, go to the Demographics page); you can also create your own. Enabling a Demographic To see all the demographics in your system In the left navigation bar, click View Demographics. Demographics are grouped into two categories: Available and Enabled. Available graphics are listed on the Demographics page but are considered disabled ; in other words, they cannot yet be used for segments, opt-in forms, or anything else. Before you can use a demographic, you must enable it. Note Keeping your demographic list small shortens the amount of time you spend scrolling through questions. To enable demographics 1. Under Available Demographics, select the demographics you want to enable. 42

43 2. Click Save. The page updates and the selected demographics move into the Enabled Demographics group. To disable demographics 1. Under Enabled Demographics, select the demographics you want to disable. 2. Click Save. The page updates and the selected demographics move into the Available Demographics group. To enable or disable all graphics Click Enable All or Disable All, located at the bottom of the Type column in either group. About Demographic Types When you create a demographic in the form of a question, you must think about the best way for your customer to respond. Is the question multiple-choice, or does it call for a text response that could be a sentence or two? Choose a demographic type based on the type of information the question requests: If the response to the question will be : A small amount of text: A larger amount of text: A Yes or No decision: A small list of choices: A specific date: A long list of choices: A numbered list: Choose: Text Box Textarea CheckBox radio button Date Selection List: drop-down list Multiple Checkbox: list of checkboxes Autoincrement Text Box: Use for personalized information (for example, a street address). 43

44 Text Area: Use for personalized information in paragraph format. Statistical information will not be available for this. A text area lets you customize the width (columns) and height (rows) of your text area. Check Box: Use when you want the customer to make a yes or no decision; selected means yes, cleared means no. Radio Button: Use when you have a small group of alternatives and you want your customer to choose only one. Enter an option and click the Add button. Repeat for each option. The options are listed in the order that you enter them Date: Use when you want a specific date, such as a birth date. This field automatically controls the format of the information. Selection List: Use when you have a large list of items for your customer to choose from. For example, you offer a number of software products and you want the customer to choose which product they own. A selection list can be single or multiple choice. The user clicks to highlight a selection. Creating a Selection List is similar to a Radio Button except you have two more options to select. You need to choose the Selection List Height which controls the number of choices displayed. A height of 1 creates a pull down list. Selecting the Allow multiple selections check box allows your user to select more than one item. Multiple Checkbox: Provides one or multiple selections from multiple options. The user clicks to place an x in the check box associated with the selection. All choices are displayed. Autoincrement: Use to assign a number to each incoming member record. The counter always starts at 1 and increases to a max value, if set at limited or unbounded, with no number limit. The type of question will garner the results you are looking for, so choose a type that best fits the responses you want and how you want to gather that information. Creating and Changing Your Own Demographics To create a demographic 1. In the left navigation bar, click Create Demographic. 44

45 2. Enter a name in the Demographic Name box. If you plan to use the demographic on a survey or opt-in web form, the name should be a question, since this is what the customer will see and respond to. 3. Select a Demographic Type (there are eight different types). 4. Click Save & Next. 5. What happens here depends on what you chose for your demographic type. If you select Text Box, CheckBox, or Date, the demographic is finished, you are returned to the Demographics page, and your new demographic is added to the Enabled Demographicsgroup. If you choose one of the other types, you have a bit more work to do. To create the size of a Textarea demographic 1. Enter amounts for Width and Height. 2. When you are finished, click Save & Finish. To add options to a Radio Button type 1. Click the text box under Demographic Choices. 2. Enter the name of the first value you want in the list, and then click Add. 3. Repeat for each additional value. If you change your mind, you can click a value in the list, and then click Remove. 4. When you are finished, click Save & Finish. To add options to a Selection List type 1. Click the text box under Demographic Choices. 2. Enter the name of the first value you want in the list, and then click Add. 3. Repeat for each additional value. If you change your mind, you can click the value in the list, and then click Remove. If you want to allow the customer to make multiple selections, select Allow multiple selections. 4. When you are finished, click Save & Finish. Note You can change the way the Selection List is displayed by changing the number in the Selection List Height box. To display all values at the same time, type a height that is equal to the number of values. To display the options in a drop-down list Type a height of 1 To add values to a Multiple Checkbox type 45

46 1. Click the text box under Demographic Choices. 2. Enter the name of the first values you want in the list, and then click Add. 3. Repeat for each additional values. If you change your mind, you can click the values in the list, and then click Remove. 4. When you are finished, click Save & Finish. To choose autoincrement properties In the Autoincrement Properties section, select one of the properties: Unlimited Auto Increment: Assigns a number to each record without stopping at a certain value. This is useful if you want to give each member record a unique number. You could then build a segment that would allow you to send messages to individual members based on their auto increment number. Limited Auto Increment: Limited auto increment assigns a number to each record up to a maximum value set by you. Example: Use as a lead generation tool. Each sales rep is assigned a number from 1 to 10 and incoming member records are automatically assigned to a sales rep based on numbers. The increment starts at 1, continues to 10, and then starts again at 1. To change a demographic 1. On the Demographics page, click the demographic name. The choices you have to change a demographic are the same choices you have when creating one. 2. Do any of the following: Make changes to the demographic name, or type a new name. Choose a different demographic type. 3. Click Save & Next. 4. If you are taken to another edit page, make the changes you want, and then click Save & Finish. Note A newly-created demographic is enabled in the mailing list you created it in. In all other lists, it is available but disabled; to use it, you must enable it. Viewing the List of Values for a Demographic Three demographic types ask your customer to choose from a list of values: Radio Button, Selection List, and Multiple Checkbox. You can view the list of values for these types. To view the list of values for a Demographic 1. In the left navigation bar, click View Demographics. 46

47 2. In the Type column, click the type for the demographic you want to view. (The types that are selectable have colored text.) A window opens and displays the list of values for that demographic. Creating Demographics: Some Examples You sell musical instruments on the web. You want demographicsthat tell you the following about your customers: The instruments they play (multiple check box) If they are planning to buy an instrument for someone else (yes/no) Which instrument? (text) To create the what Instruments demographic 1. In the left navigation bar, click Create Demographic. 2. In the Demographic Name box, type What instruments do you play?. 3. Under Demographic Type, select Multiple Checkbox. 4. Click SAVE & NEXT. 5. Click the box under Demographic Choices, and then type guitar. 47

48 When you are finished, click ADD. 6. Repeat step 5 for each of the following: bass drums keyboards horns other 7. When you are finished, click SAVE & FINISH. To create the Are you planning to buy an instrument? demographic 1. In the left navigation bar, click Create Demographic. 2. In the Demographic Name box, type Are you planning to buy an instrument? 3. Under Demographic Type, select Radio Button. 4. Click Save & Next. 5. Click the box under Demographic Choices, and then type Yes. When you are finished, click ADD. 6. Click the box under Demographic Choices again, and then type No. When you are finished, click ADD. 7. Click SAVE & NEXT. To create the Which instrument? demographic 1. In the left navigation bar, click Create Demographic. 2. In the Demographic Name box, type Which instrument? 3. Under Demographic Type, select Text Box. 4. Click Save & Next. 48

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