On the Marketing home page, click the arrow to expand the Admin Tools area. Admin Tools

Transcription

1 Marketing How-To Document November 2010

2 Marketing Admin Tools On the Marketing home page, click the arrow to expand the Admin Tools area. Admin Tools Global Settings Design Templates Saved Content Custom Lists Categories imodules - Client Proprietary Information 1 of 43

3 Global Settings On the Marketing home page, click the arrow to expand the Admin Tools area. Global Settings Enable the BCC option for s. This setting allows you to have specific addresses receive copies of all marketing communications that are sent from the community. There is an additional option to have a copy of each sent to the BCC addresses as soon as the Release step is completed. Enable BCC option - Check this box to enable the BCC option for s. Add BCC addresses: Enter the address and click Add. Send copy of on release - Sends a preview to the BCC list when the Release step is completed (before the is sent to the distribution list at the scheduled time). imodules - Client Proprietary Information 2 of 43

4 Design Templates On the Marketing home page, click the arrow to expand the Admin Tools area. Design Templates Displays a grid of saved design templates. Hover over the design template name to view a thumbnail picture. Click to delete a previously created template. imodules - Client Proprietary Information 3 of 43

5 Saved Content On the Marketing home page, click the arrow to expand the Admin Tools area. Saved Content View saved content such as banners, images, text, etc. Click the plus sign to expand the list of saved content. Click on the name of the content to view it. Click to delete previously created content. imodules - Client Proprietary Information 4 of 43

6 Custom Lists On the Marketing home page, click the arrow to expand the Admin Tools area. Custom Lists Displays a grid of custom lists that were saved for your community and allows you to create new custom lists. Click on the name of the custom list to view it. Edit a Custom List 1. Click on the name of the list. 2. Make changes as needed. 3. Click Save. Delete a Custom List 1. Click to delete a list. 2. Click OK to confirm. NOTE: A custom list cannot be deleted if it is associated with an . Create a New Custom List 1. Click Create a New Custom List. 2. Enter the List Name. 3. Enter or copy and paste the addresses into the text box. Each address must be on a separate line. 4. Click Save. NOTE: Any changes to this Custom List will apply to all other Draft and Released s utilizing this Custom List. imodules - Client Proprietary Information 5 of 43

7 Categories Categories categories are used to group s according to subject and to allow members to opt-out of specific categories, so they only receive the s they want. General Information is the default Category. NOTE: Super Admins and Communications Admins have the ability to create new categories. On the Marketing home page, click the arrow to expand the Admin Tools area. Create an Category 1. Click Create an Category. 2. Enter the Category name and description. 3. Click Create Category. 4. The category will now be available in the Category dropdown when creating an and in the Categories section on the Profile form. Edit a Category 1. Click the to edit a category. NOTE: You will not be able to delete a category or change the category name after it is created. 2. Make the necessary changes. 3. Click to save changes. De-activate / Re-activate a Category Click to de-activate a category. The category will be moved to the Inactive Categories grid. The category will no longer be available in the Category dropdown when creating an or in the Categories section on the Profile form. Click to re-activate a category. Opt-Out Report Generate a report for all members who have chosen to opt-out of specific categories. Select the date range and categories for your report. Show Opt-Out activity from: Enter the date range for your report. Leave the date range blank if you want to see all opt-out activity regardless of date for the selected categories. Available Categories in this Community: Select the category or categories for your report. Use Ctrl or Shift keys to multi-select. Click Get Report. You'll receive the requested data in a.csv file which you can view and/or save. Import Opt-Out Preferences Import a.csv file of members who have chosen to optout of specific categories in your community. imodules - Client Proprietary Information 6 of 43

8 File: Click Browse to find your opt-out file and select the file to upload it. This import process is set to run at :40 minutes after the hour. Typical run-time will be less than 2 hours. Import File Format Tips: The file must be a.csv file. File must include 2 columns named: "Constituent ID" and "External_Database_Value". NOTE: Success and error logs can be found at Data Management > Import Member Data. Only Import Admins will have access to this area. Managing Preferences for a user A user's preferences can be managed on the Subscription Management tab on the Edit My Info profile form. Only the "Active" Categories will appear on the Subscription Management tab. Check the box to subscribe a user to an Category. Uncheck the box to unsubscribe a user from an Category. imodules - Client Proprietary Information 7 of 43

9 Create a Custom Create a Custom (Creating an e-newsletter Using the Custom Option) Custom s provide flexibility by allowing you to use multiple templates, reuse saved custom templates, reuse saved content, and let you bring in items from the online community to connect people to the site. Custom s can be sent on a one-time or recurring basis. The Checklist/Wizard will guide you through creating your . Each step will receive a green check mark when the step is completed. Click Next to save changes on each step or Save & Close to save changes and go back to the Home Page. 1. Choose One-Time Custom or Recurring Custom Details: Enter the Name, Description, From Name, Subject and Category. The Name will be pre-populated with today s date and your name, but should be edited. From This is the From address that will display in the header, associated with the From Name above. This is a required field, and defaults to the address on file of the admin creating the . Reply to: This is the Reply To address, the address to which any users selecting 'Reply' in their client program will send their reply to. This is a required field, and defaults to the address on file of the admin creating the . If you do not want to receive replies, noreply@ .imodules.com can be used for the "Reply to" address. Please be aware that any s sent to this address will be deleted without notification to the sending user, and you will have no future access to the s. NOTE: imodules will now be handling all kickbacks. Footer: Select an Footer from the dropdown list depending on the subject/audience of your . Footers generally show the community name and address, etc. The default footer will be used if you don't make a selection. Contact Application Support to add additional footers. Category: Select an Category from the dropdown list depending on the subject/audience of your . The default category is General Information. imodules - Client Proprietary Information 8 of 43

10 categories are used to group s that are on similar subjects and to allow members to optout of specific categories (without unsubscribing from all s), so they only receive the s they want. NOTE: categories can be added/edited on the Marketing home page. Super Admins and Communications Admins have the ability to create new categories. 3. Click Next to save. 4. Choose Template: For custom s, you have the option to select a Layout and a Design Template or create a new template. NOTE: Once you choose the template you will not be able to change it. To change the template, you would need to cancel the current and start again with a new template. 5. Several Layouts and Design Templates are available to use. First, Select Layout (i.e., 2 Column, 3 Column with Header, etc.) and then Select Design Template (i.e., 2 Column with Header 50/50, 2 Column 30/70, etc.) from the thumbnails provided. Or, you have the option of creating your own Layouts and Templates. NOTE: Once the Design Template is selected and the user moves forward, Select Template is indicated as checked, and is grayed out / inactivated so that it cannot be navigated to again. You must create a new to change the Template. 6. Click Next to save. 7. Build Content: Use the various modules to add content to your Custom Content: Drag and drop the item from the left column under the Custom Content area over to the header section so you can place a banner image into your e-newsletter. 9. A new page will load into the content editor. Click the Image Manager. 10. Choose the image you want for the header and click Insert. 11. Once you are back in the Content Editor, you can also include tokens (data fields) to allow for personalization by using the Token List dropdown menu. Below is a sample message with a token included. Welcome, ##FirstName##. Enjoy the latest news! Using the FirstName token will put a personalized greeting using the first name of the recipient on each that is sent. 12. Enter the body content of your . imodules - Client Proprietary Information 9 of 43

11 13. Click Preview. 14. On the next screen, there are options for Saved Content. Do not save Content for reuse Save Content for reuse Saved Content is a location where you can save your content to reuse it in the future. You can find Saved Content items in the following areas: Saved Content Editable: Users can make changes to Editable content after it is placed into a message. Examples: greeting or message body. Saved Content NOT Editable: Users cannot make changes to Not Editable content after it is placed into a message. Example: branded logos with special font and/or formatting. NOTE: Saved Content is also available on the Marketing home page under Admin Tools. 15. Click Save Changes and Load Content. 16. Forward to a Friend - Allows your members to forward the message on to someone else. (Tokens will be removed from the forwarded message as well as the Forward to a Friend link and any role based content.) 17. RSS Feed: Drag and drop this optional content into the if desired. Enter the URL you want to pull into the RSS Feed Module. Make sure you have the URL ready to paste into the spot provided. You can set a limit on the number of items to be pulled in. 18. Click Load Content. 19. Community Content: You are now ready to move Community Content into your e-newsletter. NOTE - Community Content consists of items from your Online Community. Some examples of Community Content are Events, Class Notes, News, Donations, and Message Boards. This content is dynamic; therefore, it will change with each recurrence of the message without you having to do anything. Drag and drop Events into the e-newsletter. The options for displaying events are shown. Make your selections, and click Next. Continue dragging and dropping other pieces of Community Content into your e-newsletter. You can add numerous content pieces in any content area. 20. Click Next to save. imodules - Client Proprietary Information 10 of 43

12 21. Choose Recipients - Create/add/upload your distribution list using one or a combination of methods. Users can send an to a total of 110,000 recipients using a combination of methods. Data Viewer Create a query to retrieve the member information you need. You can now also upload a list of Member IDs to create the recipient list. There is a limit of 100,000 addresses that can be added using Data Viewer. (Please see the Data Viewer section for more information on using Data Viewer.) Data Viewer allows you to create a list of people who are in your system (and have valid s). Upload Member ID csv/xls file (only available in the Marketing tool) See Data Viewer for more information on other options. In the Choose Recipients step of the Checklist, select Data Viewer. Select Upload Member ID csv/excel file. (Files with the xlsx extension are not currently supported.) Click Browse to find the file and upload it. Click Next. Custom Lists Users can create custom lists of recipients. Custom lists allow you to create a list of both members and nonmembers that you on a repeated basis (or to create a member list that you cannot recreate with a query). Users can create a new list by entering the addresses in the text box provided or select from a list of previously created lists. addresses can be typed in or copied and pasted from a text or Excel file. Each address must be on a separate line. Only addresses can be entered. First Name and Last Name cannot be entered using this option. There is a limit of 5,000 addresses that can be added using this method. Address File This feature allows users to upload a csv or Excel file of addresses to create a recipient list. There is limit of 5,000 addresses that can be added. An Address File allows your to create a list of members and nonmembers. If you include first and last name data in your file, you can use First and Last Name tokens, which members as well as nonmembers would see. Nonmembers would not see these tokens in a Custom List, as their data would not be in the system. The file must have the following column order: Address, First Name, Last Name. The First Name, Last Name are optional. A header row is not required. NOTE: Excel files with the xlsx extension are not currently supported. NOTE To personalize your communication, you can imodules - Client Proprietary Information 11 of 43

13 use the Token List. 22. Click Next to save. 23. Send Preview: Click Send to send a Preview. Send Preview allows you to send a test copy of your to yourself (at the address on file for the account under which you are logged in), and / or to any other additional addresses. For example, if you have an AOL, Yahoo, Hotmail, MSN or other non-academic or work account, you may want to test how the message will look when received by your members who subscribe to similar mass market services. Add recipients to receive the preview and select the options whether to Customize content based on Roles and/or Date. Customize content based on roles: Click this box to view the with content specific to a particular Community role. For example, you might want to see what the sent to Students will look like. Customize content based on date: Click this box to view the with content specific to a particular date. For example, you might want to see what the sent on a particular date will look like, as by that date certain News articles (or other dynamic site content) might have expired or become active. 24. Schedule Set the Date, Time, recurrence schedule (if applicable) and Time Zone for sending the . s will be sent every hour on the hour. For example if you schedule the for 3:30, it will be sent at 4:00. Tip: Set your date into the future so your doesn t get sent earlier than you intended. You can go back later and change the date to send it out when you re ready to go. 25. Click Next to save. 26. Release Verify the specifics of the such as Name, From Name, From , Estimated number of recipients and the date for which the is scheduled. Select Next or Save & Close to send the to the specified distribution list. There is also an option to add the to the Design Templates. An cannot be sent until all parts of the checklist have been completed. 27. The will then be placed in the Released grid. You will have an opportunity to make changes to the up until the time it is sent. To edit an , select the name of the , and choose Move to Drafts for Editing from the pop-up box. The checkmark by the Release step will be grayed out and you must send another Preview before the can be released. imodules - Client Proprietary Information 12 of 43

14 Create an Express Create an Express Express s are great for quick, one time s that generally are more text heavy and that don t require a template. (There is no preview option in the content creation area for Express s.) The Checklist/Wizard will guide you through creating your . Each step will receive a green check mark when the step is completed. Users must click Next to save changes on each step or Save & Close to save changes and go back to the Home Page. 1. Select Create Express Details: Enter the Name, Description, From Name, Subject, and Category. From This is the From address that will display in the header, associated with the From Name above. This is a required field, and defaults to the address on file of the admin creating the . Reply to: This is the Reply To address, the address to which any users selecting 'Reply' in their client program will send their reply to. This is a required field, and defaults to the address on file of the admin creating the . If you do not want to receive replies, noreply@ .imodules.com can be used for the "Reply to" address. Please be aware that any s sent to this address will be deleted without notification to the sending user, and you will have no future access to the s. NOTE: imodules will now be handling all kickbacks. Footer: Select an Footer from the dropdown list depending on the subject/audience of your . Footers generally show the community name and address, etc. The default footer will be used if you don't make a selection. Contact Application Support to add additional footers. Category: Select an Category from the dropdown list depending on the subject/audience of your . The default category is General Information. categories are used to group s that are on similar subjects and to allow members to optout of specific categories (without unsubscribing from all s), so they only receive the s they want. NOTE: categories can be added/edited on the Marketing home page. Super Admins and imodules - Client Proprietary Information 13 of 43

15 Communications Admins have the ability to create new categories. 3. Click Next to save. 4. Build Content: Write your message in the content editor window. 5. Click Next to save. 6. Choose Recipients - Create/add/upload your distribution list using one or a combination of these methods. Users can send an to up to 110,000 recipients using a combination of methods. Data Viewer Create a query to retrieve the member information you need. You can now also upload a list of Member IDs to create the recipient list. There is a limit of 100,000 addresses that can be added using Data Viewer. (Please see Data Viewer for more information on using Data Viewer.) Data Viewer allows you to create a list of people who are in your system (and have valid s). Upload Member ID csv/xls file (only available in the Marketing tool) See Data Viewer for more information on other options. In the Choose Recipients step of the Checklist, select Data Viewer. Select Upload Member ID csv/excel file. (Files with the xlsx extension are not currently supported.) Click Browse to find the file and upload it. Click Next. Custom Lists Users can create custom lists of recipients. Custom lists allow you to create a list of both members and nonmembers that you on a repeated basis (or to create a member list that you cannot recreate with a query). Users can create a new list by entering the addresses in the text box provided or select from a list of previously created lists. addresses can be typed in or copied and pasted from a text or Excel file. Each address must be on a separate line. Only addresses can be entered. First Name and Last Name cannot be entered using this option. There is a limit of 5,000 addresses that can be added using this method. Address File This feature allows users to upload a csv or Excel file of addresses to create a recipient list. There is limit of 5,000 addresses that can be added. An Address File allows your to create a list of members and nonmembers. If you include first and last name data in your file, you can use First and Last Name tokens, which members as well as nonmembers would see. Nonmembers would not see these tokens in a Custom List, as their data would not be in the system. imodules - Client Proprietary Information 14 of 43

16 The file must have the following column order: Address, First Name, Last Name. The First Name, Last Name are optional. A header row is not required. NOTE: Excel files with the xlsx extension are not currently supported. NOTE: To personalize your communication, you can use the Token List. 7. Click Next to save. 8. Send Preview: Click Send to send a Preview. Send Preview allows you to send a test copy of your to yourself (at the address on file for the account under which you are logged in), and / or to any other additional addresses. For example, if you have an AOL, Yahoo, Hotmail, MSN or other non-academic or work account, you may want to test how the message will look when received by your members who subscribe to similar mass market services. Add recipients to receive the preview and select the options whether to Customize content based on Roles and/or Date. Customize content based on roles: Click this box to view the with content specific to a particular Community role. For example, you might want to see what the sent to Students will look like. Customize content based on date: Click this box to view the with content specific to a particluar date. For example, you might want to see what the sent on a particular date will look like, as by that date certain News articles (or other dynamic site content) might have expired or become active. 9. Schedule Set the Date, Time, and Time Zone for sending the . s will be sent every hour on the hour. For example if you schedule the for 3:30, it will be sent at 4:00. Tip: Set your date into the future so your doesn t get sent earlier than you intended. You can go back later and change the date to send it out when you re ready to go. 10. Click Next to save. 11. Release Verify the specifics of the such as Name, From Name, From , Estimated number of recipients and the date for which the is scheduled. Select Next or Save & Close to send the to the specified distribution list. There is also an option to add the to Design Templates. An cannot be sent until all parts of the checklist have been completed. The will appear in the Released s grid until it is sent. imodules - Client Proprietary Information 15 of 43

17 12. The will then be placed in the Released grid. You will have an opportunity to make changes to the up until the time it is sent. To edit an , select the name of the , and choose Move to Drafts for Editing from the pop-up box. The checkmark by the Release step will be grayed out and you must send another Preview before the can be released. imodules - Client Proprietary Information 16 of 43

18 Details On this page, provide the basic details of your . Name: Provide a name for your . Make sure it will help you identify the later. Description: Provide a description of your so that you and other admins will be able to identify the purpose and audience of the from the description alone. From Name: This is the person / organization from which the will appear to have come. From This is the From address that will display in the header, associated with the From Name above. This is a required field, and defaults to the address on file of the admin creating the . Reply to: This is the Reply To address, the address to which any users selecting 'Reply' in their client program will send their reply to. This is a required field, and defaults to the address on file of the admin creating the . If you do not want to receive replies, noreply@ .imodules.com can be used for the "Reply to" address. NOTE: imodules will now be handling all kickbacks. Subject: This text will appear in the subject line of the . NOTE: The Community Name is automatically prepended to the Subject of all Marketing Messages as part of industry "Best Practices" to reduce the chances of Messages being marked as spam by service providers and corporate/personal spam filters. Footer: Select an Footer from the dropdown list depending on the subject/audience of your . Footers generally show the community name and address, etc. The default footer will be used if you don't make a selection. Contact Application Support to add additional footers. Category: Select an Category from the dropdown list depending on the subject/audience of your . The default category is General Information. categories are used to group s that are on similar subjects and to allow members to opt-out of specific categories (without unsubscribing from all s), so they only receive the s they want. NOTE: categories can be added/edited on the Marketing home page. Super Admins and Communications Admins have the ability to create new categories. imodules - Client Proprietary Information 17 of 43

19 Choose Template Choose Template Use pre-defined templates and layouts, or learn how to create your own in the Using Custom Templates and Layouts section. Using Pre-defined Templates and Layouts 1. Create your message using the Create Custom process and select Choose Template. 2. Select a Layout. 3. Select a Design Template. (The Design Templates that are available will change based on the Layout you have chosen.) 4. Click Next to Build Content for your (or choose Save & Close). Using Custom Templates and Layouts to Create a Custom Layout 1. Create your message using the Create Custom process and select Choose Template. 2. Select Layout: Select the Legacy and Custom Templates layout. 3. Select Design Template: Select Create Custom Template. 4. Click Next. A blank content editor window will open up. 5. The best way to create a consistent look for your e- Newsletter is to use a table. Click to put a table into your template. Set the size and shape of your table by highlighting the desired number of squares. The example we will use in this document is a 9-cell table (3 rows and 3 columns). NOTE You can also paste HTML into the editor. Select HTML mode (at the bottom of the editor window) and paste in the HTML. 6. Once you have created your table, the content editor will display the following: 7. Banner image: Now we will merge the top row of cells in our table so that a banner image can be inserted. Click the top left cell of the table so your cursor is located there. Right click your mouse and choose Merge Cells Horizontally. The cells are merged one at a time, so you will repeat the steps as many times as needed in order for the entire row to be one large cell. Follow the same steps to merge other cells in the table as imodules - Client Proprietary Information 18 of 43

20 well. You can also choose to Merge Cells Vertically. The top row is now ready for a banner image. Click the top cell, then Click (Image Manager) in the tool bar. Use the Image Manager to upload and insert an image into your Table and Cell properties: Select the table (it is selected when it has four white square handles ). Right click the table and select Set Table Properties from the menu that appears. On the Table Properties tab, you will be able to: Set border colors - To set border colors, you will work in the Border area. Set the width of the table - Set a border width using the +. The box to the left of the border width allows you to access border colors by clicking on the dropdown arrow. Tip: It is recommended that the width of the table be set to the pixel width of the banner image you inserted earlier. Add background colors Choose the Cell Properties tab to select each of the cells and set the width for each one. Two different methods can be used to space the cells evenly across the width of the banner. Use the pixel width of the banner image divided by the number of cells so it is divided evenly. Set percentages for each cell. For example, the image used in this example is 610 pixels wide. The cells that do not contain the image would be set to 33%, 33%, and 34% - OR 203 pixels, 203 pixels, and 204 pixels. Either method will serve the same purpose. 9. Token List: Select tokens to personalize your if desired. 10. Click Next. 11. Define the Layout: Click a content area to toggle its status between "Editable" and "Not Editable." Each content area defaults to Not Editable. The cell with the image is left as Not Editable to keep people locked out of that cell so the image cannot be changed or replaced. You will want to make most other areas Editable in order for admins to be able change the content as needed. To change from Not Editable to Editable, click on the cell. 12. Click Next. 13. Now you can drag and drop content into the template to create your Click Next. 15. On the next screen, there are options for Saved Content. Do not save Content for reuse Save Content for reuse imodules - Client Proprietary Information 19 of 43

21 Saved Content is a location where you can save your content to reuse it in the future. You can find Saved Content items in the following areas: Saved Content Editable: Users can make changes to Editable content after it is placed into a message. Examples: greeting or message body. Saved Content NOT Editable: Users cannot make changes to Not Editable content after it is placed into a message. Example: branded logos with special font and/or formatting. 16. Click Save Changes and Load Content. 17. Choose Recipients: Choose the recipients for your . Click Next. 18. Send Preview: Send a preview of your . Click Send. Click Next. 19. Schedule Enter the date and time to send your . Click Next. 20. Release Verify the details of your Add this to Design Templates: Select this option to save the layout you just created. If you save the layout, you will be able to use it as a template for future s. You will simply select it from the list of Design Templates when you create a Custom Click Next or Save & Close to release your and save it as a template. NOTE: Refer to Create Custom for more detailed help in completing your custom . imodules - Client Proprietary Information 20 of 43

22 Build Content Build Content The Build Content step of the Builder allows you to customize the look and the content of your Create your message using the Create Custom process and select Build Content. 2. Launch Skin Builder to customize the Layout if needed. 3. Edit the text as needed. 3. Drag and drop Custom Content and/or Community Content into your Click Next to move to the Choose Recipients step (or select Save & Close). imodules - Client Proprietary Information 21 of 43

23 Skin Builder Skin Builder The Skin Builder option allows you to customize the look of your . The body and text colors are customized for each site. The Checklist/Wizard will guide you through creating your . Each step will receive a green check mark when the step is completed. Users must click Next to save changes on each step or Save & Close to save changes and go back to the Home Page. 1. Choose One-Time Custom or Recurring Custom Enter the Details. 3. Click Next to save. 4. Choose Template: Select Layout (i.e., 2 Column, 3 Column with Header, etc.) and then Select Design Template (i.e., 2 Column with Header 50/50, 2 Column 30/70, etc.) from the thumbnails provided. NOTE: Once the Design Template is selected and the user moves forward, Select Template is indicated as checked, and is grayed out / inactivated so that it cannot be navigated to again. You must create a new to change the Template. 5. Click Next to save. 6. Build Content: Use Skin Builder and the various modules to create your Skin Builder: Select Launch Skin Builder. 8. Base: By default, Skin Builder starts on this tab. This option allows users to set the options for the body of the . imodules - Client Proprietary Information 22 of 43

24 Center Body This option centers the within the viewable area for a recipient. Body Color Select the color for the background of your . Main Table Width 600 pixels is the default/recommended width for an , but you can enter the desired width. Column Widths Select the column widths for the table. Users can set the width using percentages (i.e., 30/70 for a 2 column table) or pixels (i.e., 200/400). Allow other s to copy this skin Check this option to allow users to select this skin from a dropdown list. Click here to load an existing skin Click this link to make use of a previously saved skin. The Load Skin window will open. From the Available Skins drop-down list, select the skin you wish to use and click Load. Click Save. The selected skin has now been applied to your custom . You will have the ability to modify the loaded skin from the Custom Layout screen. 9. Cell: The next tab allows you to set the options for individual cells (columns, headers, footers) in the . Highlight the cell to select it and customize the settings for that cell. (The cell will change from blue to yellow when it is selected.) Font Family Select the font for the cell. imodules - Client Proprietary Information 23 of 43

25 Font Size Select the font size for the cell or leave as Default to use the default set for your system. Text Color Select the color for the text. Cell Color Select the color for the cell. Padding Set the padding (in pixels) around text so that there is space between the text and the border of the columns/pages. Border Select the style, color and width for the cell border. Align Select how you like your Text to be aligned: Left, Right or Center. Leave as Default to use the default alignment set for your system. 10. Link: On this tab you can set the options for the display of links. Link Color Select the color for your linked text. Bold Select this option if you would like linked text to be bolded. Underline (Default) Select this option if you would like linked text to be underlined. 11. Header 1, Header2, Header3 This tab allows you to set the options for the headers used in the . Font Size Select the font size for the header or leave as Default to use the default headers set for your system. Text Color Select the color for the Header text. Background Color Select the Background Color for the Header. Text Align Select how you like your Header to be aligned: Left, Right or Center. Leave as Default to use the default alignment set for your system. Bold Select this option if you would like the Header to be bolded. Italic Select this option if you would like the Header to be in italics. Underline Select this option if you would like the Header to be underlined. 12. Click Save to save changes. (Or, select Cancel to exit Skin Builder without saving changes.) 13. Please see the instructions for Create a Custom to finish creating your . imodules - Client Proprietary Information 24 of 43

26 Using the Content Editor Using the Content Editor There is a common Content Editor which is used in several places in your community. Examples of the Content Editor in various applications are shown below. Instructions for common functions of the Content Editor are included also. NOTE: Wherever the Content Editor appears you will have the following display Display Options: Preview with site colors - Displays the content using your site's style sheet and colors. Preview without site colors - Displays the content in black text on a white background. This option makes it easier to work with your content if, for example, your site style has light text on a light background, or dark text on a dark background. Content Editor Toolbars in Marketing Content Editor Toolbars in News Content Editor Toolbars in Marketing Pasting text from another document 1. Select the text in the other document. NOTE: When bringing in content from outside the Content Editor, you should first put it into Notepad to remove all of the formatting. Then copy the text from Notepad and paste it into the editor. 2. Click on one of the three paste buttons: NOTE: If you want to be sure all of the formatting removed from what you are pasting in, the best option is Paste plain text. Inserting images 1. Click. 2. The Image Manager window opens. Click Upload Image. The file size limit for images is 300KB and the acceptable file extensions are given on the upload page. 3. Click Browse Files to select an image, and click imodules - Client Proprietary Information 25 of 43

27 Insert. 4. The image will then display in the Content Editor. Wrapping text around the image 1. Right click on the image so the Set Image Properties option appears. 2. Click Set Image Properties. 3. The Image Properties box will open up. Select the Image Alignment dropdown box, and click the dropdown arrow. You will have several options for image alignment. For example: Click if you want your image on the left and the text to wrap around it, Click if you want your image on the right and the text to wrap around it. Or, choose one of the other options as needed. 4. Image Size: If you need to make the image slightly smaller or larger, use the Constrain option to keep it in proportion. For example, you can change the Width and then click Constrain to keep the Height in proportion. NOTE this should not be used to completely resize your image! 5. Click OK. Image Map Editor Use the Image Map Editor to add links or tags to specific areas of an image. 1. Right click on an image. 2. Select Image Map Editor. 3. Click Create Area. Or simply highlight an area. (Select Rectangle or Circle to choose the shape for your area.) 4. Click and drag on the edge of the area to make it the size you want. 5. Click and drag it to move it to where you want it. The area you are working on will be highlighted and have a red circle by it. 6. Enter a link and/or a comment that users will see when they hover over different areas of the image. URL: Enter the link that users can click on. Target: Enter the Target where users will go when they click on the link (New Window, Same Window, etc.). Comment: Enter a comment or tag for the area. 7. Click Update Area. 8. Add other areas as needed. 9. Click OK to save. imodules - Client Proprietary Information 26 of 43

28 Back to top Creating a hyperlink 1. Highlight the text that you want to be the link. 2. Click. 3. In the URL box, you can either type or paste in the URL. 4. If you are linking the user to a location outside of the community, it is recommended that you set the Target to open in a New Window. You can select this from the dropdown. 5. Click OK. Creating anchors (links within a document) 1. Highlight the destination of the link (the area of the document referenced in the link). Generally it is the beginning of a paragraph or additional information on the same page. 2. Click. 3. Click. 4. Enter a name for the anchor in the area provided. TIP - Enter a name which is easy to remember or is related to the subject of the link. 5. Click OK. 6. Highlight the text that will be the link. 7. Click. 8. From the Existing Anchor area, click the dropdown and select the name of the anchor you just created. NOTE: If the anchor you created does not appear in the dropdown, simply enter #anchorname (using the name of the anchor you created) as the URL. To link to an anchor location from another page or in an , simply use the URL of your anchor (i.e., sid=1062&gid=1&pgid=390#anchor). You can generally find the URL by hovering over the text that links to your anchor. Right click on the link, select Copy Link Location, and paste the URL in the desired location. 9. Click OK. Creating links The link will open up a blank with the To: address and the Subject already populated. 1. Highlight the text that you want to be a link. 2. Click. 3. Click In the Address area, enter the address that the message should go to. 5. In the Subject area, enter the subject that the message should have. imodules - Client Proprietary Information 27 of 43

29 6. Click OK. Back to top Using the Document Manager Use the Document Manager to attach a document to your . A link to the file will appear in the Click. 2. The Document Manager window opens. To upload a file, click Upload Document. The file size limit is 7MB. 3. Click Browse Files and select the document. Click on the document and click Insert. A link to the file will display in the Content Editor. Using the new paragraph icon The new paragraph icon allows you to create new paragraphs which is helpful when changing the alignment for different sections of text. An example of how to use the icon to have a centered title and the remaining text left aligned is given below. 1. Click. 2. Type in the title text that will be centered. 3. Press the Enter key. 4. Click. 5. Click to change back to left alignment. 6. Enter the text that will be left aligned. Using the Custom Links dropdown The Custom Links dropdown will populate with the names of custom URLs created using LinkBuilder. The example given below assumes that some custom URLs have already been created. 1. Highlight the text that will be a link. 2. Click the dropdown arrow for the Custom Links area. 3. The names of the custom URLs will be displayed. Click on the name of the URL that you want to use. Using the Format Stripper The Format Stripper will remove formatting from text you have pasted into the document. 1. Highlight the text that has the formatting you want to remove. 2. Click the dropdown arrow of the Format Stripper. 3. The formats that can be stripped off are shown. Click on the format that you want to remove. imodules - Client Proprietary Information 28 of 43

30 Back to top Using the Token List The Token List displays the available tokens for your community. Tokens allow you to personalize the communication you send to your members. 1. Click the dropdown arrow of the Token List. 2. The list is alphabetized. Scroll down to the token you want to use and then click on it. The token will appear in the Content Editor. Content Editor Toolbars in News NOTE - The icons discussed below are not available in Marketing. Inserting Flash 1. Click. 2. The Flash Manager window opens. To upload a Flash file, click Upload Flash. The file size limit for Flash is 300KB. 3. Once the Flash file is selected from the Browse Files area, click Insert. Using the Media Manager 1. Click. 2. The Media Manager window opens. To upload a file, click Upload Media The file size limit is 5120KB and the acceptable files to upload are given on the upload page. 3. Once a file is selected from the Browse Files area, click Insert. Back to top imodules - Client Proprietary Information 29 of 43

31 Choose Recipients Choose Recipients Create/add/upload your distribution list using one or a combination of these methods. Users can send an to a total of 110,000 recipients using a combination of methods. Data Viewer Create a query to retrieve the member information you need. You can now also upload a list of Member IDs to create the recipient list. There is a limit of 100,000 addresses that can be added using Data Viewer. Data Viewer allows you to create a list of people who are in your system (and have valid s). Custom Lists Users can create custom lists of recipients. Custom lists allow you to create a list of both members and nonmembers that you on a repeated basis (or to create a member list that you cannot recreate with a query). Users can create a new list by entering the addresses in the text box provided or select from a list of previously created lists. addresses can be typed in or copied and pasted from a text or Excel file. Each must be on a separate line. Only addresses can be entered. First Name and Last Name cannot be entered using this option. Multiple custom lists can be selected for building the recipient list There is a limit of 5,000 addresses that can be added using this method. Address File This feature allows users to upload a csv or Excel (xls) file of addresses to create a recipient list. There is a limit of 5,000 addresses that can be added. An Address File allows your to create a list of members and nonmembers. If you include first and last name data in your file, you can use First and Last Name tokens, which members as well as nonmembers would see. Nonmembers would not see these tokens in a Custom List, as their data would not be in the system. The file must have the following column order: address, first_name, last_name. The first_name and last_name columns are optional. A header row is not required. List Builder will keep a running total of the number of recipients on your distribution list which gives you a handy verification tool for making sure you have pulled the correct list(s). imodules - Client Proprietary Information 30 of 43

32 Send Preview Send Preview Click Send to send a Preview. Send Preview allows you to send a test copy of your to yourself (at the address on file for the account under which you are logged in), and / or to any other additional addresses. For example, if you have an AOL, Yahoo, Hotmail, MSN or other non-academic or work account, you may want to test how the message will look when received by your members who subscribe to similar mass market services. Add Recipients: Add addresses of people you wish to receive the preview . Additional Comments: Add a note for your reviewers. Customize content based on roles: Click this box to view the with content specific to a particular Community role. For example, you might want to see what the sent to Students will look like. Customize content based on date: Click this box to view the with content specific to a particular date. For example, you might want to see what the sent on a particular date will look like, as by that date certain News articles (or other dynamic site content) might have expired or become active. imodules - Client Proprietary Information 31 of 43

33 Schedule Schedule Set the Date, Time, recurrence schedule (only applies to custom recurring s) and Time Zone for sending the . s will be sent every hour on the hour. For example if you schedule the for 3:30, it will be sent at 4:00. Tip: Set your date into the future so your doesn t get sent earlier than you intended. You can go back later and change the date to send it out when you re ready to go. imodules - Client Proprietary Information 32 of 43

34 Release Release Verify the specifics of the such as Name, From Name, From , Estimated number of recipients and the date for which the is scheduled. Select Next or Save & Close to send the to the specified distribution list. There is also an option to add the to the Design Templates for future use. An cannot be sent until all parts of the checklist have been completed. The will then be placed in the Released grid. You will have an opportunity to make changes to the up until the time it is sent. To edit an , select the name of the , and choose Move to Drafts for Editing from the pop-up box. The check mark by the Release step will be grayed out and you must send another Preview before the can be released. Author Admin Right This admin right will not have the ability to Release an for sending. Using this right, clients will have greater control over their communications by assigning the right for creating communications to certain employees, but limit the ability to release the for sending to a more select group. The " Author" admin right allows the admin to complete all stages associated with creating an , but they do not have access to release the for delivery. If the Author admin also has the Member Admin right, then they will be able to see the "Send to Marketing" option on the last step of the Data Viewer flow. If the Author admin also has rights to manage Events, they will be able to access the Attendee List and choose "Send to Marketing" from Attendee List Admin Tools. Super Admins and those assigned to the "Communications Admin" right will retain the ability to release s. NOTE: To remove a Communications admin's ability to release s, they must be removed from the "Communications Admin" admin role/right, and the Author admin right must be added. imodules - Client Proprietary Information 33 of 43

35 Marketing Reporting Marketing Reporting Select Marketing Reporting. For additional help, you can click. On the Reporting homepage, you will see tabs for the different detail levels available. You will start out at the All Campaigns level. All Campaigns is the top level view of the s. Campaign Detail shows information for a recurring campaign. Message Detail shows information for a specific or one-time . Tracking Detail is the most focused level and is the lowest level you can drill down to. All Campaigns More Actions for this Data: To Print Campaign Metrics, click. To Export Metrics to Excel, click. View Content: Click on the right side of the screen. If there are multiple recurrences of the message, then you must open up that campaign (by clicking on the name of the campaign in the table) in order to see the option to view the message. View Campaign Detail: To view the detail report for a Campaign or Message, click the Campaign or Message name or the icon. Campaign Metrics Table The metric information in the table provides you with a snapshot of the success of the . Campaign Name: This is the name of your Campaign. A Campaign is an communication effort which may consist of a single one-time message (such as an invitation to Homecoming or a solicitation for donations) or multiple (recurring) messages (such as a monthly Newsletter). Messages Sent: This number tells you how many actual messages were sent out in the course of your mailing Campaign. In the case of a single one-time message, this total will reflect only the number of people who were sent that message. In the case of a recurring campaign, the displayed total will reflect the number of messages sent during the course of the entire campaign, with each individual message's total recipient list added to the overall grand total of campaign recipients. To see a breakdown of recipients for each message within the campaign, click the "Plus" sign (+) to the far left of the campaign's Name. Message Kickbacks: This number represents the total number of "kicked back" (returned) messages that were generated by the mailing. Delivery Rate: This number represents the percentage of your total sent messages that reached the intended recipients. The number is obtained by subtracting the total number of kicked back messages from the number sent and then imodules - Client Proprietary Information 34 of 43

36 dividing that total by the number sent. Thus, if 250 messages were sent and 10 were returned, then 240 were actually delivered. By dividing 240 by the original number sent, we discovery that our delivery rate for that mailing is 96%. Message Opens: This is the number of messages that the system detected was opened or viewed in an program's "Preview Pane." (Please note that the actual number of opened messages is most likely significantly greater than the reported number of opened messages because of the sheer number of programs that exist and the rapid proliferation and change of anti-spam and privacy technology. Each program has a unique way of noting that a message has been opened, and many programs and firewalls block the transfer of the data packets that our system uses to determine that a message has been opened, so this number should only be used as a rough guide to the success of your campaign.) Clicks: This number demonstrates the total number of in-message links back to the site that were clicked by readers. Clicks are tracked at both the Message and Campaign level. If John clicks on 3 links in an , Mary clicks on 4 and Dan clicks on 2, the total number of Clicks recorded for that message would be 9. Unique Clicks: This number represents the total number of unique member clicks that were generated within a particular message or campaign. Using the same example as above, if John clicks on 3 links, Mary on 4 and Dan on 2, the total number of Unique Clicks recorded for that message would be 3 - one for each unique member who clicked a link within the . Unique Click Rate: The number of unique clicks divided by the number of messages delivered. This tells you relative effectiveness of your campaign / message in generating a click response from each recipient - i.e., a 22% Unique Click Rate means 22% of the recipients of the clicked on at least one link. Date Last Sent: This field shows you the date on which the message was sent, or the date on which the last recurrence of the message in the campaign was sent. Hover over the clock symbol to see the exact time the message or the last message in that recurring campaign was sent. Filter: You can also check the Filter box beside an (s) or use the Filter options on the left side of the page to only view certain s. TIP - Check the boxes for the s you want to view and then click the Filter box. Tracking Reports: You can see graphical representations of the data by using Tracking Reports. The Tracking Reports may be viewed as either a Pie or Bar chart. Drag and Drop Tracking Reports and Conversion Reports from the left portion of the screen into the areas labeled Drop Chart Here to Add. imodules - Client Proprietary Information 35 of 43

37 TIP Click on a slice of the pie to get more information about that or item. Other Tracking Reports available are: Top Campaigns by Actions Top Campaigns by Unique Clicks Top Campaigns by Clicks The Tracking Reports for Forward to a Friend are: Top Campaigns by Forwards Top Campaigns by Forward Recipients Top Forwarders NOTE The Tracking Reports that are available will change slightly as you move to different detail levels. The same is also true for Conversion Reports. Top Campaigns By Actions report is based on the total number of actions (profile updates, uploaded photo, sent an Instant Note, registered for an event, made a donation) generated by each Campaign. If a Forward to a Friend link has been added to the outgoing message, then three Tracking Reports are available for information on the relative performance of campaigns, and also for finding out the members who are forwarding and who they forward to. Top Campaigns by Forwards enables you to judge what campaigns did best at generating these forwarding actions. Top Campaigns by Forward Recipients enables you to judge what campaigns did best by the number of people who received Forwards. These Tracking Reports enable you to drill down to find out how all of your campaigns performed by clicking on the 'Show All' icon. Drill down further in those reports to find out the members who forwarded, and to whom they forwarded. Top Forwarders is a unique Tracking Report that enables you to see which members are doing the most forwarding, and to drill down to find all the members who have forwarded an through the system. Conversion Reports: At the Campaign Summary level, these Conversion Reports provide a graphical view of which Campaigns were most successful for triggering specific member actions in the community. Clicking on a specific Campaign either in the chart imodules - Client Proprietary Information 36 of 43

38 section or the name of the Campaign, will bring up its associated Campaign or Message Detail Report. The Events, Donations and Dues reports are divided into two types - the number of transactions triggered by that Campaign, or the total number of dollars resulting directly from linking from the Campaign. The Profile Updates, Class Notes, Job Postings, Classifieds and Message Postings chart options provide reporting based on the number of times these actions were performed by recipients as a result of Clicks of this Message. 9. Click to remove a chart from the grid. Back to top Campaign Detail, Message Detail and Tracking Detail 1. To move to the Campaign Detail or Message Detail, you can either click on the name of the or click on a slice of the pie chart. You will have Tracking Reports and Conversion Reports available to you at both of these levels. 2. When you are at the Message Detail level, there are Tracking Reports available to you that will allow you to see member names. 3. An example of what the Tracking Reports look like: 4. In order to see all of the names of members who were sent an , click on. This will take you to a screen that looks like this: imodules - Client Proprietary Information 37 of 43

39 NOTE - You are now at the Tracking Detail level. You cannot drill down any further to get even more detailed information. Click on the Member Name to view the member's profile page. More Actions for this Data dropdown: Select Print to view a printer friendly version of this report page with the Metrics table and any available Chart Reports. Select Export to.csv file to export these Metrics to Excel as a CSV file. Send to Export Member Data - Sends the list to the Export Member data function to allow you to create a custom report. Send to Marketing - Sends the list to Marketing (with the recipients list already loaded) to allow you to create an . One-Time Custom Recurring Custom Express Create a Task - Sends the list to allow you to create a task for follow-up by the admin or assign to another admin. 5. In order to move back to the Message Detail level, click Back. Back to top imodules - Client Proprietary Information 38 of 43

40 Kickbacks Kickbacks Kickback Reporting Kickback Admin Kickback Settings Kickback Reporting There are two types of kickbacks that are generated by Internet mail servers - "Hard" and "Soft". Once an of any type is sent to a member ( Marketing, Update Mailer or Member to Member) and is answered with an initial Soft kickback message, the system will try to re-send the every 5 minutes for 3 days from the initial send request. This will overcome most delivery difficulties associated with temporary Internet / Network traffic reasons. Hard Kickback - A single (1) Hard Kickback automatically sets a member's " _is_valid" field to "False." This means that the member will no longer receive Marketing messages or Mailer Updates, nor can they be contacted by other members via through the Community website. Soft Kickback - Once a member address receives five (default setting) Soft Kickbacks, this will also result in the " _is_valid" setting being switched to False, which will prevent the member from receiving any community s. In the case of a Soft Kickback, the reason for the kickback might have been a temporary problem, such as a full box or a slow network, and therefore requires five occurrences before setting the address to a False status for " _is_valid". NOTE: The number and type of Kickbacks are also dependent upon the configuration of the receiving (end-user) server, and are therefore not within imodules control. Generate a Kickback Report: 1. Select Kickbacks. 2. When searching your kicked back s, you may choose to filter by Date, Name, or address. If you choose Do Not Apply Any Filters, all kicked back s will be displayed. To refine your search, click the Apply Kickback Filters checkbox and use any or all of the related filters. Filter By Date: You can use the Date Range filters to search for Kickbacks within a certain time period. To do so, enter a Start Date, an End Date or a Start Date AND an End Date for your Date Range. If you enter only a Start Date, the search will include the selected date through the present. If you select only an End Date, the results returned will include all messages imodules - Client Proprietary Information 39 of 43

41 sent from that date back indefinitely. If you include a Start Date and an End Date, the results will only include messages sent during the specified date range. Filter by Name: To search by name, enter all or part of the name of the person for which you are searching in the Filter by Name text box. You may choose to enter the first name (such as "John"), the last name (such as "Doe") or the full name (such as "John Doe"). Only enter those portions of the name which you are certain are correct, however. If the individual's name is on file as "Jonathan Doe" and you enter "John Doe", it will not necessarily find him. Filter by To search for a particular address or part of an address, enter it into the Filter by text box. 3. Click Generate Report. 4. You will see a preview of the Kickback Report. Review the list to see if any of the s are valid. Select the checkbox by the address to reset the system indicator so the member will continue to receive s. 5. Click Update to save changes. 6. Click Export to create a file for you to download. 7. Right click Download File to save the file to your local computer, or click on the link to open the file in your default spread sheet or text application. Kickback Admin As an administrator, you can avoid some member frustration by reviewing bounced messages and error codes in the Kickback tool to make sure that soft kickbacks are not always flagged. flagged as invalid When a member whose address has been flagged as invalid attempts to log in, he or she will be directed to a page where the only option is to provide an alternate address for registration. Once that new address is provided, the member's profile will automatically be updated and the _is_valid status reset to True. If the member is uncertain as to why he / she is being asked to supply a new address or if the address on file is valid but was temporarily unavailable (such as happens when a mailbox reaches its full capacity), he / she may use the provided link which will send a notification to the assigned Kickback Administrator. If there is no assigned Kickback Administrator, then this message will be sent to all of the Community's Super Administrators. Best Practices As an administrator, you can avoid some member frustration by reviewing bounced imodules - Client Proprietary Information 40 of 43

42 messages and error codes in the Kickback tool to make sure that soft kickbacks are not always flagged. For Example, if you note that the reason the was returned was because the member's box was full, you might want to reset the member's " _is_valid" field to "True" so that they will not have to enter a new address the next time they log in. Also, if a member contacts an assigned Admin regarding his / her account and ability to sign in with the address on file, you can find the member's kickback record(s) and explain that the registered address returned several "Soft" kickbacks or a single 'Hard" kickback (and give the kickback reason). The member can research what the problem may be with the address and help remedy the issue. Kickback Settings Kickbacks Settings enable custom configurations regarding when or if constituents' addresses are set to invalid as a result of hard and/or soft kickbacks. NOTE: Super Admins and Kickbacks admins have access to the Kickbacks administrative tool. There are two types of kickbacks that are generated by Internet mail servers - "Hard" and "Soft". Once an of any type is sent to a member ( Marketing or Member to Member) and is answered with an initial Soft kickback message, the system will try to re-send the every 5 minutes for 3 days from the initial send request. This will overcome most delivery difficulties associated with temporary Internet / Network traffic reasons. NOTE: The number and type of Kickbacks are also dependent upon the configuration of the receiving (end-user) server, and are therefore not within imodules control. When a member whose address has been flagged as invalid attempts to log in, he or she will be directed to a page where the only option is to provide an alternate address for registration. Once that new address is provided, the member's profile will automatically be updated and the _is_valid status reset to True. If the member is uncertain as to why he / she is being asked to supply a new address or if the address on file is valid but was temporarily unavailable (such as happens when a mailbox reaches its full capacity), he / she may use the provided link which will send a notification to the assigned Kickback Administrator. If there is no assigned Kickback Administrator, then this message will be sent to all of the Community's Super Administrators. Any instance of a Hard Kickback will cause a user's primary address to be set as invalid. Setting for the number of Soft Kickbacks that will cause a user's primary address to be set as "invalid". The choices are 3, 4, or 5 kickbacks. imodules - Client Proprietary Information 41 of 43

43 Hard Kickbacks A single "Hard Kickback" automatically sets a member's " _is_valid" field to "False." This means that the member will no longer receive Marketing communications, nor can they be contacted by other members via through the Community website. Hard Kickback Codes - If the Kickback Error Code begins with a 5, it is considered a hard kickback. You should attempt to contact the member by a means other than to try and get an updated address. * 500 Syntax error, command unrecognized. Also command line too long * 501 Syntax error in parameters or arguments * 502 Command not implemented * 503 Bad sequence of commands * 504 Command parameters not implemented * 550 Action not taken. Mailbox unavailable. Not found, not accessible * 551 User not local, please try * 552 Exceeded storage allocation * 553 Mailbox name not allowed. Mailbox syntax may be incorrect * 554 Transaction failed Soft Kickbacks In the default imodules configuration, once a member address receives five (default) "Soft Kickbacks", this will result in the " _is_valid" setting being switched to False, which will prevent the member from receiving any community s. The difference is that in this case, the reason for the kickback might have been a temporary problem, such as a full box or network slowness, and therefore requires five occurrences before setting the address to a False status for " _is_valid". The imodules system retries sending an every 5 minutes for 3 days, before marking a particular instance as "1 soft kickback". So the imodules system has attempted to send the specific many times before counting a particular send as a soft kickback. Setting for the number of soft kickbacks that will cause a member's primary address to be set as "invalid" Number of kickbacks - Sets the point at which soft kickbacks will invalidate a constituent's address. The choices are 3, 4, or 5 kickbacks. Soft Kickback Codes - If the Kickback Error Code begins with a 4, it is considered a soft kickback. You can reactivate the member s account and continue to monitor the Kickback Report. If you continue to see kickbacks, contact the member and ask him/her to provide an updated address. * 421 service not available, closing transmission channel * 450 Requested action not taken; mailbox imodules - Client Proprietary Information 42 of 43

44 unavailable or busy * 451 Requested action aborted, local error in processing * 452 Requested action not taken, insufficient system storage imodules - Client Proprietary Information 43 of 43