Labs 4.15 User s Guide

Transcription

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 support@ labs.com 12

13 Logging Into Your Account To log in to your account 1. On the Labs home page ( 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 *@aol.com. 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 *@yahoo.com.or, 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 e*@yahoo.com. 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 [email protected], you could use [email protected]. 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

49 Member Records About Member Records A member record typically consists of a name, an address, and other bits of information ( demographics ) that help you focus your campaigns on the customers most likely to respond. To view your member records Select a mailing list, and then in the left navigation bar, click View Records. On the View Records page, you can: Upload an existing file from Word, Excel, or Access into a mailing list Download a mailing list and save it in a file in your computer Change the demographics that display in the Member Records table. Add a new record to the Member Records table. Changing the Number of Displayed Demographics You can choose which demographicsto display on the View Records page. To change the demographics that display 1. In the left navigation bar, click View Records, and then click Configure Display (located on the right side of the page). 2. In the Select Demographics to Display window, select the demographics you want to display, and then click SAVE. Working with an Existing Database of Members If you have an existing database of customers in Word, Excel, or Access, you can easily add them to a mailing list. This is a much faster way of adding members than typing them individually. You can also use the database to update the records of existing members. 49

50 Preparing an Existing Database for Uploading Before you can upload an existing database into a mailing list, you need to: Verify that the demographics in your file match the enabled demographics in your mailing list Ensure that the file you are uploading is in the correct format. To verify that demographics match in uploaded file and your mailing list 1. In the left navigation bar, click Upload Records. 2. Compare the demographics in the Enabled Graphics section to the column headings in your data file (Word, Excel, or Access). 3. If necessary, change the column headings in the data file to match the demographics in your mailing list. Example: If a column heading in the data file is firstname, change it to First name, which is the corresponding demographic in your mailing list. Note If an imported column header does not exactly match a demographic, Labs asks you to map the header to the proper demographic. However, it is preferable that you have corresponding terms match before importing. To ensure that your uploaded file is in the correct format Verify that the file extension is.csv or.txt This indicates a text delimited format, where each value is separated by a delimiter, usually a comma. Open the file and verify that each member record is in the correct format. Example: Your member is Joe Smith, a computer engineer living in California. The enabled demographics in your mailing list are: First Name, Last Name, Occupation, and State/Province. Your member record should look like this: [email protected],joe,smith,computer Engineer,California 50

51 Notes Do not put a delimiter at the end of the member record; this indicates an extra, empty data field. If you are working on a Macintosh, save your file in the Windows CSV format. To save an Excel file in the correct format 1. In Excel, on the File menu, click Save As. 2. Click the Save as type box, and then select CSV (Comma delimited) (*.csv). 3. In the File name box, type a name, and then click Save. If you see a message asking if you want to save the active sheet or continue with this format, select Yes. To convert a Word table to the delimited format 1. In Word, select the table. 2. On the Table menu, point to Convert, and then click Table to text. 3. Click the type of delimiter you want. To save a Word file in text format 1. On the File menu, click Save As. 2. Click the Save as type box, and then select Text Only (*.txt). 3. In the File name box, type a name, and then click Save. To change a field name in Access Go to Design View, and then change the field names you want. To save an Access file in text format 1. On the File menu, click Export. 2. Navigate to the folder you want to save your file in. 3. Click the Save as type box, and then select Text Files (*.txt, *.csv, *.tab, *.asc). 4. In the File name box, type a name, and then click Save. 5. Select Delimited, and then click Next. 6. Under Choose the delimiter that separates your fields, click the delimiter you want 7. Click Include Field Names on First Row, and then click Finish. 8. Click Ok. Uploading an Existing Database of Members To upload an existing database of members 1. In the left navigation bar, click Upload Records. 51

52 2. In the Upload file box, type the name of the file containing the database. You can also click the Browse button, navigate to the file, and then click Open. 3. In the Delimiter box, type the delimiter you used in your database. 4. In the Upload Type section, click the list you want to add the members to. Your options are Active Mailing List, Proof List, Unsubscribed List, Bounced List, and Trashed by Admin list. 5. In the Upload Options, select the check box for the options you want: Update information for addresses that already exist: To learn about this option and its three suboptions, see the next topic, Updating Your Lists Using an Existing Database. Only upload entries with valid addresses: An example of an invalid address is one that is missing character. Check addresses against enabled triggers: If there is a match between an uploaded address and an enabled trigger, the address receives the trigger. Upload this file as a background process: Uploads all records while your session continues. This is useful if you do not want to wait while a large data file is uploaded. You are asked to type your address; a notification is sent when the upload is complete. If your file is larger than 500KB, this option is selected automatically. Fix common spelling mistakes. Checks your file for common domain names that are misspelled. The current list contains AOL, Yahoo, and Google. To view the list, click View types of fixes. 6. Click Save & Next. A page appears that shows your upload options and a preview of the imported data. 52

53 7. Click Start Import. A window appears that shows the progress of the upload. 8. After the upload finishes, you can view any duplicate members by clicking View duplicate s. 9. Close the Upload Progress window and view your uploaded members in the Active Members List table. Notes You cannot upload a database file larger than 4 MB. If your exceeds that limit, divide your database into several smaller files and then upload each one individually. For the Check addresses against enabled Triggers to work, triggers must be enabled in your account. To enable triggers, contact your Account Representative. Correcting Problems with Your Database Upload If the demographics in your incoming database do not match those in your mailing list, a screen similar to this appears: 53

54 In this example, all of the demographics match except the source column. If this happens, do one of the following: Click Please Select, and then click an existing demographic. The incoming demographic called source is matched to the demographic you choose. If source does not match closely enough with an existing demographic, click Add as New, and then follow the instructions to create a new demographic. Once the demographics are properly matched your upload continues. An upload preview appears so that you can review the list format before starting the upload. Updating Your Lists Using an Existing Database To update your Active Mailing List or other lists 1. In the left navigation bar, click Upload Records. 2. In the Upload file box, type the name of the file containing the database. You can also click the Browse button, navigate to the file, and then click Open. 3. In the Delimiter box, type the delimiter you used in your database. 4. In the Upload Type section, click the list you want to add the members to. Your options are Active Mailing List, Proof List, Unsubscribed List, Bounced List, and Trashed by Admin list. 5. In the Upload Options section, select Update information for addresses that already exist. 6. Choose any of the following options: 54

55 Don t insert new entries, only update existing entries: No new entries will be added to your list. When updating a Multiple Selection List field, append not replace The values of the Multiple Selection list will be added to the existing values of the Member s profiles instead of replacing them. If this check box is cleared, the fields will be replaced. If entry is trashed, move it to the Active List: Any members who are on the Trashed or Unsubscribed lists are moved to the Active Mailing List if they are present in the uploaded file. IMPORTANT: This means that unsubscribed members will start receiving again. To prevent this, move them to your Blacklist before starting the updating process. Adding a New Member to a Mailing List To add a member to a mailing list 1. In the left navigation bar, click Add Member Record. 2. Type an address in the box (this is required), and then type as much or as little demographic information as you want. 3. When you are finished, click Save. Notes You can check the address against enabled triggers. To add multiple proofmembers, click Add Multiple Proof Members in the upper right of the screen. Adding a Member to Your Proof List To add a member to your Proof List 1. In the left navigation bar, click View Messages. 2. Click the Actions box for the message you want, and then select Proof. 3. Click Go for the same message. 4. In the Proof section, click Add more Proof Members. 5. In the Proof boxes, type the addresses you want to add. 6. Click ADD THESE S TO THE PROOF LIST. 55

56 Note You can also add a member to the Proof List from the Send Quicktest page. Viewing Your Member Records To view member records 1. In the left navigation bar, click View Records. The Active Members list appears. This list displays members who have not bounced or unsubscribed and are currently receiving all messages you send. You can access five other lists from this page. Proof List: A subset of addresses from the Active Members List. You can use this list for testing purposes: send a message to the Proof List, obtain feedback, make any desired changes, and then send the message to the full Active Members List. Unsubscribed: Members on this list have chosen to unsubscribe and are not currently being sent messages. Bounced: Messages sent to these members have bounced back, so their current status is inactive. You can change bounce settings on the list settings page to determine when a member is added to this list. Admin Trash: Contains members that the administrator has manually moved to the inactive (trash) list. All Trashed: Displays all inactive members, including unsubscribed and bounced. After a member is deleted from the Trashed list, that member cannot be reinstated. If you have double opt-in confirmation enabled members who have opted in from your Web site and are waiting to be confirmed will show up only in All Trashed. 56

57 Note Proof list members are immune from unsubscribe. The only way to unsubscribe them is to manually change their status. Searching for a Member in a List To search for a member in a list 1. In the left navigation bar, click View Records. This displays the Active Members List. To go to a different list, click the list name. 2. In the Search box (for some lists, it s called the Search Trashed Addresses box), type the name of the address you want, and then click Find. Note You can use the asterisk (*) as a wildcard in your search. For example, to display all members with a Yahoo account, you can type *@yahoo.com.or, 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 e*@yahoo.com. The results might look something like this: [email protected] [email protected] [email protected] To view the full list again Click View Records. Viewing a Member Profile To view a member profile 1. In the left navigation bar, click View Records. 2. Click the View Member Profile Button for the member you want. On the Member Profile page, you can view the following information: Member Record: Displays all the enabled demographic fields in your mailing list. 57

58 Sent History: Displays information about the messages the member has been sent. Open History: Displays information about the messages the user has opened. Click thru History: Gives detailed information on links or URLs embedded in your messages that the user clicked. Action Tracking History: Details the user s actions on your Web site. 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. -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 *@yahoo.com.or, 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 e*@yahoo.com. 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. 58

59 Note You can also use the Unsubscribe feature while on the Proof List page. Restoring or Deleting a Bounced Member To restore bounced members to the Active Mailing List 1. In the left navigation bar, click View Records. 2. Click Bounced. 3. Do one of the following: To restore certain members, select the ones you want, and then click Restore Checked. To restore all members, click Restore All. To delete a member from the Bounced List Caution: When you delete a member from the system, its entire history is erased, including all Sent information and Unsubscribe records. This affects reports, and can result in unusual statistics such as more unique opened than sent messages. 1. On the Bounced page, select the member you want to delete. 2. Click Delete Checked. 59

60 Copying Members from a Different List To copy members from a different mailing list 1. Download the member records from the source list. 2. Upload these records to the target list. Changing a Member Profile To change the demographics in a member profile 1. In the left navigation bar, click View Records. 2. Click the Edit Member Profile Button for the member you want. 3. Make the changes you want, and then click Save. To add a the member to the Proof List Select Proof List Member. Note You can clear the member s individual triggerhistory from this page. This removes any indication the user received a trigger from the trigger perspective. Downloading a Member Database To get an electronic copy of your mailing list, you can download your member records. You can download all active members or just members on a particular list, and you can choose the demographics to include. 60

61 To download a member database 1. In the left navigation bar, click Download Records. 2. Do one of the following: To download all addresses in the list, leave the Download From setting as is. To download only addresses that match a segment, click the Download From box, and then select the segment you want. 3. In the Download Type section, click the type you want. 4. In the Fields section, select the check box for one or more demographic fields that you want to include. 5. In the Use Delimiter, change the delimiter if desired. 6. Click DOWNLOAD. A new window appears showing you the progress of the download. 7. After the download is finished, click Click here to download your file. 8. Click Save, and then follow the usual steps for saving a file. Notes You can use any character for a delimiter, including break ( ) or asterisk ( * ). However, the most common delimiter is the comma. 61

62 You can include only enabled demographics in your download. 62

63 Messages About the Messages Table The Messages Table shows you all your messages and lets you test them, edit them, copy or delete them, and view them a variety of ways. To view the Messages table In the left navigation bar, click View Messages. To view a message Under Subject, click the subject text for the message. To sort the table by Name, Date, etc. Click the column heading you want. The only heading that is not clickable is Actions. To view messages that fit a certain sent status, category or segment 1. Click the box next to Sent Status, Category, or Segment, and then select the option you want. 2. Click Update. To view different sections of the table, choose one of the following First 10 Rows Previous 10 Rows Next 10 Rows Last 10 Rows 63

64 Expand Rows To copy, edit or delete a message 1. Click the Actions box for the message, and then click the option you want. 2. Click Go. Note Edit and Delete are only available for messages you have not sent yet. To view your Proof and Quick Test messages Click Test Messages. To view your System Messages Click System Messages. The two system messages are Welcomeand Confirm Opt-In. You can edit each one. To create a new Message Click Create New Message. Understanding Message Actions The actions available for each message are based on the status of that message. For example, a message with Draft status will not have the Schedule action option available until its status changes to Waiting to be Scheduled (once the HTML/Text content of that message is saved). To view the Actions for a messages 1. In the left navigation bar, click View Messages. 2. Click the Actions box for the message 64

65 Available for ALL message states: Notes and Tasks Copy Delete Not available for SENT or SCHEDULED: Edit Available for only for WAITING: Schedule Proof Quick Test Available for only SENDING, SCHEDULED, or PAUSED: Stop Pause Resume Available for only SENT messages: View Reports Creating a Message, Part 1: Choosing Settings You can create messages and then schedule them for delivery. To choose your message settings 1. In the left navigation bar, click Create a Message. 2. Under Message Format, click the format you want. 65

66 Message Format Multi-part/HTML: Use this when you want to create your message as HTML with alternate versions in plain text and AOL . The software your customer uses determines which format is viewed. NOTE: Customers using AOL 5.0 and below receive the AOL . All other AOL customers receive the HTML/Multipart message. Text only: Sends only a text version of your ; you cannot include any HTML. Tracking for an HTML message can include clickthrus but not times opened. From Template: Your message will be based on a pre-existing template in Multipart/HTML format. This option does not appear if you have no saved templates. Message Information The message name lets you identify the message by something other than the subject line. 1. In the Message Name box, type a unique name for your message. The subject line should capture your customer s attention and make them want to open the . You can personalize the message by using mail merge tags. 2. In the Subject Line box, type a subject. 3. To insert a demographic field into the subject line, click the Insert Field box, select the field you want, and then click INSERT INTO SUBJECT. 66

67 The category is used to classify and sort the campaign. 4. In the Category section, click the box next to Select existing, and then choose a category from the list. -or- Click Create New, and then type a new category name in the text box. You can apply a segment to your message now, or later before the message is sent. 5. To apply a segment now, click the box next to Segment, and then choose a segment from the list. -or- Click New Segment, and then create a new segment. Sender Information The name and address you choose here are what your customer sees when they receive your message. The reply-to-address receives all replies to your campaign. 1. Enter an address in the Reply-to address box. To use the default address, select Use default reply-to. You can insert a demographic into the reply-to address. Using a sender name makes your appear more personal. 2. Enter a name in the Sender Name box. You can insert a demographic into the sender name. 67

68 A physical mailing address is required to comply with the CAN-SPAM Act of Select Add physical mailing address to message footer. To edit your mailing address, click Edit. Notes Many users include their physical address in their HTML template. You can utilize our reply handler address to help filter many of the out of office and unsubscribe request replies. The message name and category are for reporting purposes only; they are not visible to customers receiving the message. Advanced Options You can track the activity your messages generate, whether it is a Text or HTML message. Tracking for an HTML message can include times opened and clickthrus. Tracking for a Text (or AOL) message includes clickthrus on the links in your message. 1. To enable tracking, select Enable for HTML version or Enable for Text version. HTML Encoding handles the character recognition as your message is encoded and sent out. For US English s, text or HTML, select 7-bit encoding. For special characters or languages other than US English, select Quoted- Printable. 2. Select the HTML encoding you want. You can choose a character set to ensure that your message goes out in the language you intended. The default character set is US ASCII. 3. Click the box next to Character Set, and then choose the set you want. Notes on Tracking Tracking in an HTML message tracks when the messages were opened, how many times and also any and all URL links embedded in the message. 68

69 To track how many times the message was opened, we embed a clear one-pixel image into your message that allows us to measure your results: when the message was opened, how many times and by whom. To track the URLs in your message, the Labs systems converts your URLs to trackable links that we can then provide complete reporting information on, from who clicked on the link to when they visit your site. To enable, click Enable HTML Tracking. Tracking in a Text Message is limited to tracking only the completed links that you include in your text message. Examples: Completed: Not completed: The Labs system takes any complete http link you include in your message and automatically converts it to a clickable link that we can then track activity on. Notes on character sets Other character sets Labs system recognizes are: Traditional Chinese (Big5) Simplified Chinese (gb2312), Japanese (euc-jp) Korean (euc-kr) Cyrillic (koi8-r) Cyrillic (windows-1251) Central European (windows-1250), Western European (ISO and Windows) If you need a character set that is not available in the software, contact Labs Customer Support. After you finish choosing your settings, click SAVE & NEXT. If you chose Multipart/HTML as your format, you are taken to the HTML page. If you chose text as your format, you are taken to the Text & AOL page. Next: Part II: Adding HTML Creating a Message, Part 2: Adding HTML As the title implies, the HTML page is where you create your HTML message. You can upload the HTML code, retrieve it from an existing web page, or type it from scratch. If your browser is Internet Explorer, you can use the HTML Editor which offers a friendly graphical interface. 69

70 To add HTML from scratch Click inside the Edit HTML window, and then type the code. To upload pre-existing HTML code 1. In the right navigation bar under Get HTML, click Upload HTML. 2. In the new window that appears, do one of the following: Enter a file name in the Upload this file box. -or- Click Browse, navigate to the file containing the HTML you want, and then click Upload. You can upload an HTML file (.html or.htm) or a text file (.txt) that contains HTML. 3. Click Close Window. To copy the HTML from an existing web page 1. Under Get HTML, click Get HTML from URL. 2. In the new window that appears, type the web page address in the text box, and then click Get It!. 70

71 3. Click Close Window. To create and edit your HTML with the HTML Editor Under Get HTML, click HTML Editor. Learn more about the HTML Editor. To preview your work Click Preview HTML. IMPORTANT: For images to display correctly, the image reference tags in your HTML must be absolute. 71

72 After you finish adding HTML, click SAVE, and then do you can do one of the following: Click Back to go back to the Settings page Add content (such as pre-existing text or graphics) from the Content Library Check your HTML content for errors and potential spam filtering -or- Click SAVE & NEXT to go to the Text & AOL page. Next: Part III: Adding Content and Enhancements Using the HTML Editor In the HTML Editor, you can create and edit the content that will be included in your . The Editor works much like a word processor: you type text and then change its format by selecting it and choosing various commands. The difference, of course, is that the Editor produces HTML. To create and edit your HTML with the HTML Editor Under Get HTML, click HTML Editor. The HTML Editor opens in a new window. It consists of two main areas: 1. The Toolbar and workspace. 2. Message Additions. 72

73 Learn about useful tips and tricks in the HTML Editor. NOTE Javascript is not supported in the HTML Editor. The Toolbar and Workspace To create your message, type text in the workspace, select it, and then edit it using Toolbar options. The toolbar contains features that are similar to those found in word-processing or web design programs. You can also do things like add images and create web links. Format Font Size 1. Select the text. 2. Click the box next to Format, and then choose the HTML style you want. 1. Select the text. 2. Click the box next to Font, and then choose the font you want. 1. Select the text. 2. Click the box next to Size, and then choose the size you want. Bold / Italic / Underline 1. Select the text. 2. Click the button to apply the style you want: Bold Italic Justification Underline 1. Select the text, image, or table. 2. Click the button to apply the justification you want: Left Center Right Create a Numbered List 1. Select the text. 2. Click the Numbered List button. 73

74 Create a Bulleted List -or- To create the list as you type 1. Click the Numbered List button. A "1" appears, indicating the first item in the list. 2. Continue typing. Each time you press Enter, a new line starts that is numbered automatically. 1. Select the text. 2. Click the Bulleted List button. -or- To create the list as you type 1. Click the Bulleted List button. A bullet appears, indicating the first item in the list. 2. Continue typing. Each time you press Enter, a new line starts that is bulleted automatically. To change the indentation and bullet style 1. Select all lines in the list. 2. Click the Indentation button. Each time you click, the list indents further and a new bullet style appears. Indent / Decrease Indent 1. Select the text., image or table. 2. Click the Indent button. You can also click the Indent button first (one or more times), and then type or insert an item. To decrease indented items 1. Select the items, or (for a single paragraph), click the pointer anywhere in the paragraph. 2. Click the Decrease Indent button one or more times. To undo or redo an action Click the Undo or Redo button. To find text 1. Click the Find button. 74

75 To replace text 2. In the Find what box, enter the text you want to find. You can choose the option to match case or match whole word. 3. Click Find. 1. Click the Replace button. 2. In the Find what box, enter the text you want to replace. To change the color of text 1. Select the text. 2. Click the Text Color button. 3. Choose the color you want. To change the background color for text To insert a table 1. Select the text. 2. Click the Background Color button. 3. Choose the color you want. 1. Click the Insert/Edit Table button. 2. Choose the properties you want. 3. Click OK. Learn more about table properties. To insert a horizontal line Click the Horizontal Line button. To create a link 1. Select the text to change to a link. 2. Click the Insert/Edit Link button. 3. Choose the properties you want. 4. Click OK. NOTE If the Link button is not active, click anywhere in the white workspace area of the Editor. This should make it active. To remove a link 1. Click the pointer anywhere inside the link. 2. Click the Remove Link button. 75

76 To insert an image 1. Click the Insert/Edit Image button. 2. In the Image Properties dialog, type the URL of the image in the URL field. 3. Enter any other properties you want. You can click the Link and Advanced tabs to choose more properties. 4. Click OK. Learn more about image properties. NOTES Make sure the path for your images is the absolute path (the complete URL), not the relative path. Wrong: /img/product.jpg Right: The file formats supported for images are GIF, JPG, and PNG. To edit an image Click the image, and then click the Insert/Edit Image button. You can also right-click the image and then choose Image Properties. To search/replace text Click the Replace button. Your options will be similar to those available in a word-processing search/replace feature. To toggle between Source Code view and HTML view To maximize the editor size Click the Source button. Click the Maximize button. To return to the normal view, click the button again. 76

77 To show or hide the toolbar Click the arrow on the left side of the toolbar. To save your work and close the Editor Click the Save Content button. Message Additions To add a mail merge tag 1. Click the Mail Merge Tags box, and then select the tag you want. The tag appears as selectable text in the box next to the list. 2. Select the tag name in the text box, copy it, and then paste it into your HTML code. To add an Enhancer 1. Click the Available Enhancers box, and then select the Enhancer you want. The Enhancer appears as selectable text in the box next to the list. 2. Select the Enhancer in the text box, copy it, and then paste it into your HTML code. NOTE The HTML Editor may, at times, change code "behind the scenes," but this does not affect the way the HTML will be displayed in a recipient's program. After you finish using the HTML Editor and save your work, close it and then do one of the following: Go back to the Settings page Add content (such as pre-existing text or graphics) from the Content Library 77

78 Check your HTML content for errors and potential spam filtering -or- Click Save & Next to go to the Text & AOL page. Tips and Tricks Image Properties Table Properties Adding Fonts to the HTML Editor HTML Editor: Tips and Tricks The ENTER Key The ENTER key has different behaviour in Internet Explorer and Firefox. Internet Explorer To insert a <br> tag Press SHIFT+ENTER. To insert a <p> tag Press ENTER once. Mozilla Firefox To insert a <br> tag Press ENTER once. To insert a <p> tag 1. Press ENTER once to insert a <br> tag. 2. Click the Source button, and then change the <br> tag to a <p> tag. NOTE This changes the function of the ENTER key; it will now insert <p> tags. To insert a <br> tag again, press SHIFT+ENTER. Absolute vs. Relative Paths Make sure your imported HTML uses absolute paths, not relative paths, to images. Example: 78

79 Wrong: /img/lyris.gif Right: Image File Formats The supported file formats are GIF, JPG and PNG. Displaying Styles It is common to surround style declarations with comment syntax in order to avoid confusing older browsers that don't support Cascading Style Sheets: <style type="text/css"> <!-- h1 {color: #36C;} --> </style> If your content contains such code, the HTML Editor will not correctly display styles. If you want to have correct display of styles while you are in the HTML Editor, remove the comment tags before starting your work in the Editor, finish your work, and then reinsert the tags before saving. Caution About Using PNG Images Images in the PNG file format that have transparency do not display properly in Internet Explorer 6.x or older. This is also a problem for IE-based clients like Outlook. In light of these issues, we recommend not using PNG images with transparency. 79

80 Link Button is Inactive There may be times when you are in the HTML Editor and the Link button is inactive for no apparent reason. If this occurs, click anywhere in the white workspace area of the Editor; this should make it active. Copying and Pasting from a Different HTML Editing Program If you copy text from a different HTML editing program and then paste it into Lab's HTML Editor, you must be in the same mode in both editors. In other words, if you copy HTML code, you must paste it into the Source view in the HTML Editor. If you copy while in WYSIWYG mode in the other editor, you must paste it into the WYSIWYG mode in the HTML Editor. Problems with Creating Links while in Firefox If you are using the Firefox browser, you may run into the following: you create a link, and then when you continue typing what you hope will be normal text, the new text becomes part of and extends the link. To avoid this, do the following: 1. Add a link using either the Insert Link button in the HTML Editor toolbar or the Insert URL button 2. After you finish typing the line, insert the pointer where you want the link to end. 3. Press Enter. The latter portion of the sentence moves to the next link but still displays as linked. 4. Right-click the text on the new line, and then select Remove Link. 80

81 5. Move the now-unlinked text back up to its original line. HTML Editor: Image Properties When you add or edit an image, you can choose a variety of settings related to that image in the Image Properties dialog box. This dialog appears: 1. When you click the Insert/Edit button; or 2. When you right-click an image and then choose Image Properties. The Image Info Tab To specify an image to add to your message In the URL box, type or paste a URL that points to the image you want. To add alternative text to the image This text appears if there is an error and the image cannot load. It is also helpful to users with text-only browsers. In the Alternative Text box, type the alternative text you want. To change the width or height of the image 1. Lock or unlock the sizes. Locked : When you change one size, the other changes in the same proportion. Unlocked : Each size can be changed independently. 2. Add or change settings in the Width and Height boxes. You can reset the size to the original settings by clicking the Reset Size button: To add a black border to the image Type a number in the Border box. The higher the number, the thicker the border. To add space on both the right and left sides of the image Type a number in the HSpace box. To add space on both the top and bottom of the image Type a number in the VSpace box. To align the image with surrounding text Click the Align box, and then choose one of the following: 81

82 Left: Aligns image on the left side of the page. Abs Bottom: Aligns the bottom of the image with the bottom of the text surrounding it, including any dangling portions as in the letters "j" and "y " ** Abs Middle: Aligns the middle of the image with the middle of the text surrounding it. ** Baseline: Aligns the bottom of the image with the bottom of the text. ** Bottom: In most browsers, this operates the same way as Baseline. ** Middle: Aligns the middle or bottom of text (depending on the browser) with the middle of the image. Right: Aligns the image on the right side of the page. Text Top: Aligns the top of the actual tallest text, or the tallest possible text (depending on the browser), with the top of the image. ** Top: Aligns the top of the image with the top of text. ** ** For these items, text does not wrap. The Link Tab To make the image a hotlink to another web address - In the URL box, type the URL for the web page to go to when the image is clicked To control where the new document displays when the user clicks the image - Click the Target box, and then choose one of the following: New Window (_blank): Loads the new document into a new window. Topmost Window (_top): Loads the new document into the entire window. Same Window (_self): Loads the new document into the same window or frame. Parent Window (_parent): Loads the new document into the parent frame of the frame containing the image. The Advanced Tab Id You can apply styles to all elements with a given ID. Language Direction Indicates the direction of your chosen language: choose Left to Right (LTR) or Right to Left (RTL). Language code Specifies the language of element content and attribute values. 82

83 Long Description URL If the image is too complex to describe with simple alt text, you can enter a URL which links to page with a longer description. You must create the page with the description. Stylesheet Classes You can apply styles or style classes to an image. However, there is no way to attach an external style sheet to your message; you must enter the style rules in the Source Code view. Here's an example: 1. Click the Source button in the toolbar to enter Source Code view. 2. After the </title> tag and before the </head> tag, add the following to create a style class: <style type="text/css">.make_border { border-top-style: double; border-right-style: double; border-bottom-style: double; border-left-style: double; border-top-color: #316D9D; border-right-color: #316D9D; border-bottom-color: #316D9D; border-left-color: #316D9D; } </style> 3. Click the Source button to return to the view. 4. Click the Insert Image button and then add an image. For this example, you can type the following in the URL box of the Image Properties dialog: 5. Right-click the image, choose Image Properties, and then click the Advanced tag. 6. In the Stylesheet Classes box, type make_border. 7. Click OK. The border may not appear immediately. If it doesn't, click the Sourcebutton twice. Advisory Title This attribute can be useful in several ways: improving accessibility for the visually impaired, search engine optimization, or creating tooltips. 83

84 Style You can apply one or more style rules to the image. To do so, enter a rule without curly brackets or a selector. To separate two or more rules, type a semicolon between each rule. Example: Note Make sure the path for your images is the absolute path (the complete URL), not the relative path. Wrong: /img/product.jpg Right: HTML Editor: Table Properties In the Table Properties dialog, you can choose a variety of settings related to the table you select To change the number of rows Select the number in the Rows box, and then enter the number you want. To change the number of columns Select the number in the Columns box, and then enter the number you want. Width and Height To change the width or height Select the numbers in the Width or Height box, and then enter the number(s) you want. To make the table a fixed size Click the box next to the Width box and choose pixels. The table will remain the same size regardless of how the user resizes the window. To make the table size flexible Click the box next to the Width box and choose percent. The table size will change if the user resizes the window. For example, a width of 50 percent means the table will always be half the width of the browser window. 84

85 Border A border outlines your table and the cells in it. To change the size of the border Select the number in the Border size box, and then enter the number you want. Border = 1: Border = 5: To choose no border Enter 0 in the Border size box. Alignment To align the table on the page Click the Alignment box, and then choose Left, Center or Right. Cell Spacing and Cell Padding Cell spacing is the number of pixels that appear between one cell border and the next. Cell Spacing = 1: 85

86 Cell Spacing = 5: Cell padding is the number of pixels between a cell's contents and its borders. Cell Padding = 1: Cell Padding = 20: To add a caption to the table Type your caption in the Caption box. It will appear above the table. To add a summary to the table Type your summary in the Summary box. 86

87 Note SUMMARY is not recognized by most graphical browsers. It is primarily intended for use by non-graphical browsers for web accessibility. Creating a Message, Part 3: Adding Content and Enhancements You can add pre-existing content from the Content Library such as text or graphics to your message. You can also insert a demographic to make your message more personal, or add an enhancer which lets your customer do things like unsubscribe or forward to a friend. To add pre-existing content from the Content Library 1. Click the spot in your text where you want to insert the content. 2. In the right navigation bar, click Uploaded Content. 3. In the Content Library's left navigation bar, navigate to the folder containing the item(s) you want. 4. Click the item's Insert command. To add dynamic content from the Content Library 1. Click the spot in your text where you want to insert the content. 2. In the right navigation bar, click Uploaded Content. 3. In the Content Library's left navigation bar, click Dynamic Content, and then navigate to the folder containing the item you want. 4. Click the item's Insert command. To insert a demographic 87

88 1. Click the spot in your text where you want to insert the demographic. 2. In the right navigation bar, click the Insert Field box, and then select the demographic you want. 3. Click the Insert button. To add an enhancer (this can be done only in the Edit HTML tab) 1. Click the spot in your text where you want to insert the enhancer. 2. In the right navigation bar, click Enhancers. 3. In the Content Library's left navigation bar, click Enhancers, and then navigate to the folder containing the item you want. 4. Click the item's Insert command. Note There are some HTML-based enhancers that cannot be used in the text version of your message. After you finish adding contents and enhancements, click SAVE, and then you can do one of the following: Go back to the Settings page Use HTML Helper to make further changes Check your HTML content for errors and potential spam filtering Click SAVE & NEXT to move to the Text & AOL page. Next: Part IV: Checking Your Content Creating a Message, Part 4: Checking Your Content You can generate reports that help ensure your message is delivered and displays correctly on your customer s computer. The first report lists relative links to graphics as errors, and warns you about other potential issues like the use of style sheets; the second report lets you know if your message will pass through spam filters. To view a report about graphic link errors and other potential issues In the right navigation bar, click Verify HTML. 88

89 To view a report about spam filtering In the right navigation bar, click Spam Check. In both cases, a new window opens to display the report. After you finish adding contents and enhancements, click SAVE, and then you can do one of the following: Go back to the Settings page Use HTML Helper to make further changes Continue to add content and enhancements Click SAVE & NEXT to move to the Text & AOL page. Next: Part V: Text & AOL Versions Creating a Message, Part 5: Text & AOL Versions On the Text & AOL page, you can create a text version of your message. This will be viewed by customers who cannot view HTML messages. To create text from your HTML code (this is only available if your message is Multi-format/HTML and you have added HTML) In the right navigation bar, click Create Text from HTML. To upload content from a text file 1. In the right navigation bar, click Upload Text. 2. In the Upload Text window, click the Upload this file box and then type a file name. -or- Click Browse, navigate to the text file you want, and then click Open. 3. Click Upload. 89

90 To preview your work Click Preview HTML. Notes You can add pre-existing content, demographics or enhancements to your message. There are some HTML-based enhancers that cannot be used in the text version of your message. You can check your content for errors and potential spam filtering. After you finish, you can do one of the following: Go back to the HTML page Click Save & Next to go to the Notes & Tasks page. Next: Part VI: Notes & Tasks Creating a Message, Part 6: Notes & Tasks To create a new note 1. Click the editing area under New Note, and then type your text. 2. Click Post. To delete a note In the Notes section, click the Delete command for the note. 90

91 The Tasks section displays a list of tasks that you chose for all your messages on the List Settings page. A task is classified as one of the following: Required: If you send the message before a required task is completed, an error message appears. Reminder: If you send the message before a reminder task is completed, a message appears reminding you to complete the task. Optional: You can send the message without completing an optional task. No error message will appear. Disabled: This task does not appear on the task list. To mark a task as completed In the Tasks section, click the Done check box for the task, and then type a date in the Date Completed column. Link Alias Lists The Link Alias lists shows you the HTML and Text clickthru links in your message. You can create a more readable name for each link. Example: if you have a link called links to the Movie Home Page, you give it a readable name of Movie Home Page. This name shows up in reports. To view the HTML Link Aliases list or Text Link Aliases list Click HTML Link Aliases or Text Link Aliases. To give a link a more readable name In the box below the link, delete the current name and then type the name you want. Testing Your Message Before sending your message, you may want to run a test to make sure things like graphics, mail merge fields, and conditional statements function properly. You have two choices: the Quick Test and the Proof Test. To review your message for your errors and overall formatting Send it to yourself using the Quick Test. 91

92 1. In the left navigation bar, click View Messages. 2. Click the Actions box for the message you want to test, and then select Quick Test. 3. Click the Go button for your message. 4. Follow the directions on the screen to type an address, etc. When you are finished, click Send. Notes If you select the Proof Format check box, you will receive two versions of each the HTML/multipart version, and a text version. You can send a Quick Test message to an address that is not in your mailing list. A Quick Test is faster than a Proof Test because it bypasses the normal mail queue. To get feedback from a group of people Create a Proof List, and then send the message to this group using the Proof Test. 1. On the View Messages page, click the Actions box for the message you want to test, and then select Proof. 2. Click the Go button for your message. 3. To add more members to the Proof List, click Add more Proof members. 4. To send both an HTML/Multipart and a text version of your message to each address, select the Proof Format check box. 5. When you are finished, click Send. Note You can run the Proof Test as many times as needed before sending your message to the full mailing list. Scheduling Your Message for Delivery After you have created your message and run tests to make sure there are no problems, you can schedule the message for delivery to your entire mailing list. To schedule your message for delivery 1. In the left navigation bar, click View Messages. 92

93 2. Click the Actions box for the message you want to deliver, and then select Schedule. 3. Click the Go button for your message. 4. Click the boxes next to Delivery Date and Delivery Time, and then select the date and time information you want. 5. To apply a segment, click the Rule Segment box, and then select the segment you want. 6. To take advantage of seedbox monitoring, type one or more seed addresses in the Seed (s) box. 7. To apply a Suppression list, click the Suppression List box, and then select the list you want. 8. When you are finished, click Save. Note A segment is useful if you want to limit your mailing to certain list members. The segment can be based on demographic information (for example, a certain age group) or clickthru history (for example, you can limit your message to only members who have answered a previous message). Editing the Confirm Opt-In Message The Confirm Opt-In message is sent to users who submit a double opt-in web form. 93

94 To edit the Confirm Opt-In message 1. In the left navigation bar, click View Messages, and then click System Messages. 2. Click the Actions box for the Confirm Opt-In message, and then select Edit. 3. Click Go. 4. Edit the message as you would any other message. IMPORTANT: Do not alter the link in the Confirm Opt-In message; if you do, it may not work correctly. 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. 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. 94

95 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. Habeas Seedbox Monitoring Integration Seedbox monitoring lets you verify that your campaigns are not being blocked or filtered by any of the top ISPs and providers such as AOL, Hotmail, or Yahoo. When you include special seed addresses in a campaign, message reports give you a delivered percentage breakdown for each of these top domains. To include seed addresses in a campaign When you schedule your campaign, type the addresses in the Message Delivery section. Note Your account manager can provide more information about seed s. 95

96 Content Library About the Content Library In the Content Library, you can web host images and data files and create dynamic content and enhancers (Forward to Friend, Update Profile, Surveys) which you can then insert into your messages. To open the Content Library In the left navigation bar, click Content Library. Working with Folders in the Content Library When the Content Library is open, there are three main folders in the left navigation bar: Uploaded Content: Contains picture or text files stored on the Labs server. 96

97 Dynamic Content: Contains content that is customized for each recipient. Enhancers: Contains a variety of features that you can insert into your messages, such as Forward to Friend, Update Profile, and Surveys. To view subfolders in a folder On the Uploaded Content page, click the plus sign to the left of the folder name. You can view all folders by clicking Expand All. To create a new folder 1. Click Manage Folders. 2. Under Actions, click Create New Folder for the type of content you want. 3. In the Folder Name box, type a name, and then click SAVE. Note Folder names cannot contain spaces. To rename a folder 1. On the Uploaded Content page, click Manage Folders. 2. In the Manage Folders window, click the Rename command for the folder you want. 3. In the Folder Name box, change the folder name to the name you want. 4. Click RENAME. To delete a folder 1. On the Uploaded Content page, click Manage Folders. 2. In the Manage Folders window, click the Delete command for the folder you want. 3. Click DELETE. To create a subfolder 1. On the Uploaded Content page, click Manage Folders. 97

98 2. In the Manage Folders window, click the Create New Folder command for the folder you want. 3. In the Folder Name box, type a name, and then click SAVE. Viewing Content To view content in the Content Library 1. In the left navigation bar, click Content Library. On the Uploaded Content page, click the folder you want. 2. If necessary, click one or more subfolders until the screen displays the content you want. To preview content On the Uploaded Content page, click the Preview button for the content you want to preview. To search for content 1. On the Uploaded Content page under Search, click the Find box, and then click File Name or File Type. 98

99 2. Click the box that says beginning with, and then click the criterion you want. 3. Click the empty text box to the left of the Search button, type the text you want to search for, and then click Search. To view all content again after doing a search Delete any text in the text box to the left of the Search button, and then click Search. To view different sections of the Content table, choose one of the following First 10 Rows Previous 10 Rows Next 10 Rows Last 10 Rows Expand Rows Uploading Content to the Content Library You can upload images or HTML, Word, or PDF documents to the Content Library. To upload content 1. In the left navigation bar, click Content Library. 2. In the Content Library window, click Upload Content. 3. To upload to a specific folder, click the Folder Name box, and then click the folder or subfolder you want. 4. Click Browse, navigate to the file you want, and then click Open. 5. Click SAVE. 99

100 Creating Dynamic Content You can include dynamic content in your messages that is customized for each customer. The content makes use of logic statements and demographics. To create new dynamic content with a single logic statement 1. In the left navigation bar, click Content Library, and then in the Content Library window s left navigation bar, click Dynamic Content. 2. Click New Dynamic Content. 3. Click the Dynamic Content Name box, and then type a name. 4. Click the Folder Name box, and then click the folder you want to create the content in. 5. Click Add Statement. 6. Click the box under Demographic, and then click the demographic you want. 7. Click the box under Operator, and then click the comparison statement you want. 8. Click the box under Value, and then type or select the value you want (the operation of the box changes depending on which type of value you choose). 9. In the Conditional Content section, add the content that will be inserted if the condition in Step 2 is met. Follow the usual steps to add HTML content. When you are finished, click SAVE STATEMENT. 100

101 10. Do one of the following: If you are in the process of creating a message and want to insert the dynamic content, click SAVE STATEMENT, and then click SAVE & INSERT. If you are creating the dynamic content outside of any message, click SAVE STATEMENT, and then click SAVE. Note Before clicking SAVE or SAVE & INSERT, you can edit your work by clicking EDIT VIEW or delete logic statements and content and start over by clicking DELETE. To create new dynamic content with multiple logic statements 1. On the Uploaded Content page, click Dynamic Content. 2. Click New Dynamic Content. 3. Click the Dynamic Content Name box, and then type a name. 4. Click the Folder Name box, and then click the folder you want to create the content in. 5. Click Add Statement. 6. Click the box under Demographic, and then click the demographic you want. 7. Click the box under Operator, and then click the comparison statement you want. 8. Click the box under Value, and then type or select the value you want (the operation of the box changes depending on which type of value you choose). 9. Click + ADD ANOTHER CONDITION. 10. Do one of the following: 101

102 To require that the first AND second logic statements be met before the content is inserted Under Logic, leave the AND setting as is. To require that the first OR second logic statement be met before the content is inserted Under Logic, click AND, and then select OR. 11. Repeat steps 9 and 10 until you have added all the logic statements you want. 12. In the Conditional Content section, add the content that will be inserted if the condition in Step 2 is met. Follow the usual steps to add HTML content. When you are finished, click SAVE STATEMENT. 13. Do one of the following: If you are in the process of creating a message and want to insert the dynamic content, Click SAVE STATEMENT, and then click SAVE & INSERT. If you are creating the dynamic content outside of any message, Click SAVE STATEMENT, and then click SAVE. Note Before clicking SAVE or SAVE & INSERT, you can edit your work by clicking EDIT VIEWor delete logic statements and content and start over by clicking DELETE. 102

103 Working with Enhancers To view your Enhancers 1. In the left navigation bar, click Content Library. 2. In the Content Library window, click Enhancers. 3. If necessary, navigate to a subfolder until the screen displays the content you want. To search for an Enhancer 1. Under Search, click the Find box, and then click File Name or File Type. 2. Click the box that says beginning with, and then click the criterion you want. 103

104 3. Click the empty text box to the left of the Search button, type the text you want to search for, and then click Search. To view all Enhancers again after doing a search Delete any text in the text box to the left of the Search button, and then click Search. To view different sections of the Enhancers table, choose one of the following First 10 Rows Previous 10 Rows Next 10 Rows Last 10 Rows Expand Rows To perform an action on an Enhancer (such as Edit or Delete) Under Actions, click the command for the action you want. About Enhancers With Enhancers, you can insert commonly used features without having to generate the HTML or text each time. They are a great way to create personalized and interactive newsletters. Enhancers are available through the Content Library. There are eight types of enhancers. Survey Unsubscribe Global Unsubscribe Web Version Update Profile Admin Center Referral Custom Working with Enhancers To view your Enhancers 1. In the left navigation bar, click Content Library. 104

105 2. In the Content Library window, click Enhancers. 3. If necessary, navigate to a subfolder until the screen displays the content you want. To search for an Enhancer 1. Under Search, click the Find box, and then click File Name or File Type. 2. Click the box that says beginning with, and then click the criterion you want. 3. Click the empty text box to the left of the Search button, type the text you want to search for, and then click Search. To view all Enhancers again after doing a search Delete any text in the text box to the left of the Search button, and then click Search. 105

106 To view different sections of the Enhancers table, choose one of the following First 10 Rows Previous 10 Rows Next 10 Rows Last 10 Rows Expand Rows To perform an action on an Enhancer (such as Edit or Delete) Under Actions, click the command for the action you want. Creating an Enhancer To create an enhancer 1. In the left navigation bar, click Content Library, and then in the Content Library window's left navigation bar, click Enhancers. 2. Click New Enhancer. 3. Click the Enhancer Name box, and then type a name. 4. Click the Folder Name box, and then click the folder you want to create the Enhancer in. 5. Click the Enhancer type you want, and then click Next. 6. Click the link below for the type you chose. Survey Unsubscribe Global Unsubscribe Web Version Update Profile Admin Center Referral Custom 106

107 Enhancer Types Survey The survey is created from existing demographics. To include questions on your survey, you must first make demographics in the form of questions if you haven t already done so. 1. In the Survey Tag section under Available, click the demographic you want to add, and then click Add. 2. Repeat step 1 until all the questions you want to include have been added to the Selectedlist. You can make adjustments (Remove, Move) by clicking the appropriate buttons. When you are finished, click Next. 3. Do one or more of the following: To change the font style, click the Font Style box, and then click the font style you want. To change the font size, click the Font Size box (located next to the Font Style box), and then click the number that represents the size you want. To change the font color, click Pick Color, and then click the color you want. You can also type a color number in the Color box. 4. To add a confirmation URL, click the Confirmation URL box, and then type the URL you want. 5. Click Next. 6. You can preview the text on this page. When you are finished, click Save. 7. If desired, make changes to the HTML, and then click Save. Unsubscribe The Unsubscribe Tag includes a link and address that your members can use to unsubscribe from the mailing list you sent the message from. 1. To customize the HTML version of the unsubscribe message, in the HTML Version box, edit the text before the <UNSUBSCRIBE> tag, between the <TEXT></TEXT> tags, or after the </UNSUBSCRIBE> tag. Note: The text between the <TEXT> and </TEXT> tags is a hyperlink. 2. To edit the text version, in the Text Version box, select the text you want to edit, and then make your changes. 3. When you are finished, click Next. 4. You can preview your changes on this page. When you are finished, click Save. 107

108 Note You can also edit the unsubscribe confirmation message on the List Settings page. Global Unsubscribe The Global Unsubscribe Tag includes a link and address that your members can use to unsubscribe from all currently active mailing lists in your account. 1. To customize the HTML version of the unsubscribe message, in the HTML Version box, edit the text before the <UNSUBSCRIBE> tag, between the <TEXT></TEXT> tags, or after the </UNSUBSCRIBE> tag. Note: The text between the <TEXT> and </TEXT> tags is a hyperlink. 2. To edit the text version, in the Text Version box, select the text you want to edit, and then make your changes. 3. When you are finished, click Next. 4. You can preview your changes on this page. When you are finished, click Save. Web version The Web Version enhancer provides a link to a full HTML rendering of your message. This can come in handy if your customer s program fails to render your HTML message correctly. To customize the HTML version of the Web Version enhancer In the Enhancer Info box, edit the text before the link tag. Note When a customer clicks a Web Version enhancer in a text message, a web page containing that text displays. To make an HTML version available in text messages, you must host the HTML page and provide a link to it. You can use the Content Library to do this. 108

109 Update Profile The Update Profile provides a link to a web page where your customer can update their profile. To use this enhancer, you need to host the HTML on your web site or in the Content Library. Form Setup 1. Follow the instructions under Form URL and Redirection to type the URLs you want. 2. To give the user the option to unsubscribe from the mailing from the update profile form, select the check box under Unsubscribe. 3. To change the default header text that appears on the View Profile page, select the text in the View Profile box, and then make the changes you want. 4. To change the default header text that appears on the Update Profile page, select the text in the Update Profile box, and then make the changes you want. 5. Click Next. Choosing Demographics 1. In the Choose Questions section under Available Demographics, click the demographic you want to add, and then click Add. 109

110 2. Repeat step 1 until all the demographics you want to include have been added to the Update Profile Form list. You can make adjustments (Remove, Move) by clicking the appropriate buttons. When you are finished, click Next. 3. Follow the onscreen instructions to select or clear the Required check box for each demographic. When you are finished, click Next. 4. To change the font, do one or more of the following: To change the font style, click the Font Style box, and then click the font style you want. To change the font size, click the Font Size box (located next to the Font Style box), and then click the number that represents the size you want. To change the font color, click Pick Color, and then click the color you want. You can also type a color number in the Color box. 5. Click Next. 6. Follow the onscreen instructions to modify the HTML text in the Enhancer Info box. When you are finished, click Next. 7. You can preview the text on this page. When you are finished, click Save. 8. If desired, modify the text in the Message HTML box. Follow the onscreen instructions to copy and paste the text in the Update Profile Instructions box to a page on your web site. 9. Click Save. 110

111 Admin Center With the Admin Center, you can combine existing enhancers into one large enhancer. This eliminates the need to insert multiple plug-in tags in your message. 1. Under Enhancers, select the check box for the type of enhancers you want, and then click the Select from the list box and click the names of the enhancers to include. 2. Under Miscellaneous, click the check boxes for the items you want to include. If you include Privacy Policy URL, click its text box, and then type a URL. 3. Click Save. 4. If desired, follow the usual steps to edit the HTML in your message. When you are finished, click Save. Referral The Referral enhancer lets your customers your messages to others. This increases your range of contact and interest in your messages. There are two types of referrals; the first is embedded in your message and the second, web-based type is called Web Referral. The first few steps to create either type are the same; the web-based version requires additional steps. 1. To change the referral message, select the text in the Referral message box, and then make the changes you want. 111

112 2. To include a URL after referring, click the URL after referring text box, and then type a URL. 3. To allow multiple referrals in one form, under Advanced Options, click the Number of input boxes box, and then type the number you want. 4. To allow your customer to include a personalized message, under Personalized Message, click Add textarea for custom message, and then type numbers into the Columns and Rowsboxes. Each column is approximately eight pixels; each row is approximately 16 pixels. Web referral is an alternative way to refer messages. Your message will contain a Send this message to a friend link which redirects your customer to a webbased form where they can type addresses. To use Web Referral, you must have a web page that hosts the referral HTML code. To use Web Referral 1. Under Web Referral, select the check box for Use web version of referral system. 2. In the Web Referral URL box, type a URL. 3. Click Next. 4. You can preview the enhancer on this page. When you are finished, click Save. 5. Make any desired changes to the referral HTML code. When you are finished, click Save. Notes Custom To insert a get HTML link in your message, insert the Referral enhancer into your message and then save it. You can review reports on referrals on the Campaign Report page. A referred person is not added to your list. With a custom enhancer, you can combine various types of content (HTML, Flash, Shockwave, Java, etc.). You can then, for example, easily insert your company logo into all of your messages. Instead of inserting the HTML or Java 112

113 each time, create a custom enhancer that contains the desired information and place the tag in your message. IMPORTANT: You must create the enhancer with absolute references since the file is not stored on Labs servers. To create a customer enhancer 1. In the Custom Enhancer window under Enhancer Info, click the editing area, and then insert your content. 2. You can preview the enhancer on this page. When you are finished, click Save. 113

114 Working with Templates To view your templates In the left navigation bar, click Templates. To preview, edit or delete a template Click the Preview, Edit, or Delete command for the template you want.. Notes To edit a template, you must be in the mailing list the template was created in. The current mailing list name is next to Account Home. To keep all your templates in one location, create a mailing list called Template Holder and then create all your templates while in that list. About Templates If you use similar formatting and features for different messages, you can create a template and then use it as a starting point for new messages. The template can contain HTML, mail merge tags, enhancers, and editable regions that can change from message to message. Working with Templates To view your templates In the left navigation bar, click Templates. To preview, edit or delete a template Click the Preview, Edit, or Delete command for the template you want.. 114

115 Notes To edit a template, you must be in the mailing list the template was created in. The current mailing list name is next to Account Home. To keep all your templates in one location, create a mailing list called Template Holder and then create all your templates while in that list. Creating a Template To create a template 1. In the left navigation bar, click Templates. 2. Click Create Template. 2. Enter a name, a From address and a From Name (these fields are mandatory). 3. Enter or select the other options as desired, and then click SAVE & NEXT. 4. Click the editing area in the HTML Template Body section, and then enter or paste your HTML. 5. Do one or more of the following: To include an editable region, follow the onscreen instructions to insert the DATA tag. You can copy the tag from the HTML Template Body section and paste it into the editing area. 115

116 To change the name of the editable region you will see onscreen when you use this template to create your HTML message, select Enter Region Name and then change it to the name you want. To change the description of the editable region, select Enter Region Description and change it to the description you want. 6. Click SAVE & NEXT. 7. Follow the onscreen instructions to make any desired changes to the text version of your template. When you are finished, click SAVE & NEXT. 8. To preview your template, click Preview. 9. To insert a Mail Merge Tag or Enhancer, see the steps listed below. When you are finished with this page, click SAVE & FINISH. 10. Click BACK TO MESSAGE TEMPLATES. To insert a Mail Merge Tag into an editable region 1. On the Templates edit screen you reach in step 9 above, click Edit Content for the region you want to edit. 2. In the Edit Template Data Window, click the Mail Merge Tags list, and then choose the tag you want. The tag appears as selectable text in the box next to the list. 3. Select the tag name in the text box, copy it, and then paste it into your HTML code. To insert an Enhancer into an editable region 1. On the Templates edit screen you reach in step 9 above, click Edit Content for the region you want to edit. 2. In the Edit Template Data Window, click the Available Enhancers list, and then choose the tag you want. The tag appears as selectable text in the box next to the list. 3. Select the tag name in the text box, copy it, and then paste it into your HTML code. 116

117 Creating a Message from a Template To create a message from a template 1. In the left navigation bar, click Create a Message. 2. In the Message Format section, click From Template. 3. Click the Please select box next to From Template, and then select the template you want. 4. Follow the usual steps to make the rest of your choices on the Settings page, and then click SAVE & NEXT. 5. Click Edit HTML for the first region you want to edit. 6. On the HTML page, follow the usual steps to add HTML to the editable region, and then click SAVE & NEXT. 7. Repeat steps 5 and 6 for other editable regions you want to edit. When you are finished, click SAVE & NEXT to go to the Text & AOL page. 8. Click Edit Text for the first region you want to edit, and then follow steps 9 and 10 -or- Click Use HTML content for Text Regions, and then skip to step

118 9. On the Text & AOL page, follow the usual steps to edit the text for the editable region, and then click SAVE & NEXT. 10. Repeat steps 8 and 9 for other editable regions you want to edit. When you are finished, click SAVE & NEXT to go to the Notes & Tasks page. 11. Follow the usual steps to make changes on the Notes & Tasks page, and then click SAVE & FINISH. Note After a template-based message is finished, it is disconnected from the template. Changes to a template do not affect messages that are based on it. 118

119 Reports About Reports In the Reports section, you can access your data and information on your customers and your campaigns. You can gather information on an individual basis through segments that you create based on your demographic information. Main Reports In this section you can see numerous aspects of your mailing list. To access reports type your desired mailing list and click on the Reports link from the navigation bar. The following screen appears: 119

120 Viewing Message Reports After you send a message, you can view reports that give you valuable information about the results of your mailing. To view reports about a message that has been sent 1. In the left navigation bar, click View Messages. 2. Click the box in the Actions column for the message, and then select View Reports. A window opens containing the Standard Message Report and a tab for the Visual Message Report. To download a report summary Click the Download command in the report window (the text following Download varies depending on the type of report). To view a report about a specific delivery statistic Under Delivery Statistics, click the name of the category (blue text indicates an available report). To view a clickthru report Under Clickthru Report, click Opens Histogram, Clicks Histogram, Demographic Breakdown, or Segment Report. To view the target page for a link in your message In the HTML Clickthrus section, click the link you want. To view a demographic breakdown for clicks on a link In the HTML Clickthrus section under Unique Clicks, click the number for the link you want. To view a list of recipients who clicked a link In the HTML Clickthrus section under Unique Clicks, click the Breakdown command for the link you want. To view a more visual presentation of your message report Click Visual Message Report. To view the HTML or text version of your message In the Visual Message Report, click HTML or Text. 120

121 About the List Breakdown Report List breakdown reports let you view information about your list such as the types of addresses that comprise your list, new subscribers, and most active members. To download, click on download list or the name of the list. To view List Breakdown Reports click the List Breakdown link from the Navigation bar. Most Active Members The most active members are the ones in your list that respond to most to your campaigns. These rankings are based on the messages that the member is sent, how many messages were opened, and how many links were clicked. To view the Most Active Members report 1. In the left navigation bar, click List Breakdown. 2. Click Most Active Members. 3. In the boxes to the right of Messages Sent Between, type in the beginning and end dates for the report. You can also click the calendar buttons and then choose a date. 4. Click GENERATE. 5. To save your results in an Excel.csv file, click Download Results. Demographic Breakdown The demographic breakdown lets you see your list separated by demographics. When you click Demographic Breakdown a new window opens with all your enabled demographics. Your list breakdown shows the number and percentage of members in each demographic that comprise your list. To view the Demographic Breakdown Report 1. In the left navigation bar, click List Breakdown. 2. Click Demographic Breakdown. 121

122 3. In the Calculate Demographic Totals window, click the demographics you want to include, and then click Generate this breakdown. Demographic by Segment This section lets you view your list in an even more descriptive way using a powerful cross-referencing tool. You can apply any previously created segment and see the breakdown of demographics of the members in your list. For example, if you have a segment that applies only to members that live in California, you can use this segment to modify your search and receive a demographic breakdown of all the members that match the segment. To view the Demographics by Segment Report 1. On the List Breakdown page, click Demographics by Segment. 2. Click the select boxes for the segments you want to include. 3. Click GENERATE. 4. In the Calculate Demographic Totals window, click the demographics you want to include, and then click Generate this breakdown. Top Domain Top Domain breaks down your list in terms of the domain of the addresses. All domains are listed along with the percentage of your list that they comprise; a pie graph showing the domains which make up more than five percent are displayed. Free accounts are highlighted red. You can search for specific domains using the search tool on this page. To view the Top Domains report 1. On the List Breakdown page, click Top Domains. 2. To search for a domain, in the Search for Domain box, type the domain you want. 3. Click FIND. Clickthru Report Lets you specify a time range and find users that have clicked specific links or all links across messages. To view the Clickthru Report 1. On the List Breakdown page, click Clickthru Report. 2. Click the message type you want, and then click SAVE & NEXT. 3. In the URL box, type a link. 122

123 4. To change the date range, select the dates in the Clicked Between boxes, and then insert the dates you want. 5. Select the check box for at least one message, and then click GENERATE. 6. Do one of the following: To view a report about an individual message, click the Clickthrus command for that message. To view a cumulative report for all the messages you selected, click GENERATE, and then choose Generate report now I will wait or Notify me when the download is complete. New Subscribers New Subscribers gives you a detailed look at your newest subscribers and helps you keep track of how many new customers you are receiving. To view or download the report, click New Subscribers. Specify date range and click GENERATE. To view the New Subscribers Report 1. In the left navigation bar, click List Breakdown. 2. Click New Subscribers. 3. Choose your start and end dates, and then click GENERATE. New Unsubscribers New Unsubscribers gives you a detailed look at your newest unsubscribes which help you keep a running tally on how many customers are unsubscribing from your list. To view or download the report, click New Unsubscribers. Specify a date range and then click GENERATE. To see when a specific member unsubscribed, you can click their user profile and view their complete activity report. To view or download the report, click View. 123

124 To view the New Unsubscribers Report 1. In the left navigation bar, click List Breakdown. 2. Click New Unsubscribers. 3. Choose your start and end dates, and then click GENERATE. About Overview Campaign Reports Overview Campaign reports are based on the messages that have been sent and are a way for you to see how successful your mailings are. These reports give you complete statistical information on every message you send, including the number of s opened, the clickthru rates for each message, and the user profile of each member who was sent an . To view your Overview Campaign reports In the left navigation bar, click Campaign Reports. 124

125 To create an Overview Campaign report 1. Click Build New Report. 2. In the boxes to the right of Messages Sent Between, type in the beginning and end dates for the report. You can also click the calendar buttons and then choose a date. 3. To segment the report, click the Segment box, and then select a segment. 4. To restrict the report to a category, click the Category box, and then select a category. 5. To include trigger messages in the report, select the Show Trigger Messages check box. 6. In the Date column, select the check boxes for the messages you want to include. You can select all messages, or deselect them, by clicking those commands. 125

126 7. Click SAVE & NEXT. 8. In the Report Name box, type a name for the report. 9. To receive the report more than once, click the Build Report box, and then select the frequency you want. 10. If you chose Once as the frequency, you can click the boxes next to Date and choose a new date. 11. Click the Time box and then select a time. 12. To include the most recent message every time a report is generated, select Extend End Date?. 13. To change the address the report is sent to, edit the address in the Notify box. 14. Click SAVE & FINISH. The report is listed in the Saved Reports section along with its status and schedule time. When the report is generated, you will receive an giving you partial results and asking that you log in to your account. To view your report 1. On the Campaign Reports page, click the Results command for the report you want. 126

127 2. To view the message, click the View Message button. 3. To download the results, click the here command in the sentence below: 3. To create an Instant Clickthru Breakdown Report 1. On the Campaign Reports page under Instant Clickthru Breakdown Report,. 2. In the boxes to the right of Messages Sent Between, type in the beginning and end dates for the report. You can also click the calendar buttons and then choose a date. 3. To segment the report, click the Segment box, and then select a segment. 4. To restrict the report to a category, click the Category box, and then select a category. 5. To include trigger messages in the report, select the Show Trigger Messages check box. 6. In the Date column, select the check boxes for the messages you want to include. You can select all messages, or deselect them, by clicking those commands. About Individual Campaign Reports Individual Campaign Reports let you view important information about individual mailings. They contain the Message Summaries, Delivery Statistics, Clickthru Reports, Effectiveness, and Referred Newsletters. They also give you graphical representations of campaign statistics with the Activity Pie Chart, HTML Clickthrus Pie Chart, Opens Histogram, Clicks Histogram and Demographic Breakdown. You can view the reports of any campaign in several ways. In Account Home or the messages section click Report. You can also go to the mailing list home page or reports home page and click Reports. The following page appears: 127

128 Message Summary The Message Summary displays the Subject, Name, Category, Sent information, and the From address. You can also see which segments were applied, what formats they were in, tracking options, and the on/off status of random groups. Delivery Statistics Delivery Statistics give you a total number, percentage (Pct.) and average percentage (Avg. Pct.) of members in each category. The categories below are displayed in the Delivery Statistics. To view or download Sent, Unique Opens, Clicked, and Bounced reports, click the name and then click Download Report on the following page. Sent: Members that were sent this message. Total Opened: Total number of times the message was opened by all members. Unique Opened: Number of unique members that opened this message. Clicked: The number of members that clicked any link of this message. Unsubscribed: The number of members that unsubscribed from the list. Bounced: s that were returned. 128

129 Delivered: The total number of s that were sent minus the number of s that were returned (bounced). The total number of s that actually reached their destinations. Spam Complaints Spam Complaints are the number of complaints received on behalf of this particular campaign. Note that most campaigns, whether completely opt in or not, will receive a spam complaint at some time. Be sure to watch your spam complaint count to ensure that your numbers do not become alarming. Uptilt has a strict no-spam policy and will notify you for further action if the ratio of spam per message becomes alarming. Effectiveness The Effectiveness of your campaign takes into account three factors: Spam Complaints, the Mailing Effectiveness Index, and the List Quality Index. The Mailing Effectiveness Index and the List Quality Index are two proprietary rating systems that Labs has created to enable clients to gauge the effectiveness of their mailings and the quality of their lists. Mailing Effectiveness Index This index gauges the success and effectiveness of a particular mailing. A higher score for Mailing Effectives Index indicates a better mailing. The number of opens and clickthrus of a mailing increase the score, and the number of unsubscribes and spam complaints decrease it. This effectiveness calculation is based on the following: # of messages opened # of messages with clickthrus # of unsubscribes after receiving this message # of spam complaints in response to this message # of referrals (if applicable) List Quality Index This index gauges the quality of a particular list. A higher score for LQI indicates a better list quality. Every time a mailing is sent out, a corresponding LQI is calculated. This provides clients the ability to see the quality of their list change over time. The number of opens of a mailing increase the score, and the number of bounces and spam complaints decrease the score. The Labs average index is 100. This index calculation is based on the following: # of messages opened # of bounces 129

130 # of spam complaints in response to this message Lowest Possible Index Labs Average Index Highest Possible Index About Clickthru Breakdown Reports The Clickthru Breakdown Report shows you the total clicks of all links in the messages you select. To create an Instant Clickthru Breakdown Report 1. In the left navigation bar, click Campaign Reports. 2. Click the boxes to the right of Messages Sent Between, type in the beginning and end dates for the report, and then Refresh. You can also click the calendar buttons and then choose a date. 3. To segment the report, click the Segment box, and then select a segment. 4. To restrict the report to a category, click the Category box, and then select a category. 5. To include trigger messages in the report, select the Show Trigger Messages check box. 6. In the Date column, select the check boxes for the messages you want to include. You can select all messages, or deselect them, by clicking these commands: 7. Click Generate. 8. To view the report now, click the Generate report now button. 9. To wait for notification that the report is finished, click the Notify me button. Note To view a report for an individual message, click the Reports command for that message. 130

131 About ed List Reports ed Reports Many of the reports available in the system can be sent to the address of your choice. This can save time by providing your information automatically, without the need for you to go into your Labs account. There are two types of ed reports that you can enable: General Reports deal with mailing-list related reports while Message Reports deal with the statistics related to your campaign. You can have general reports ed that generate data on the Demographic Breakdown, Breakdown of Free Addresses, New Monthly Subscribers, and New Monthly Unsubscribers to your list. ed Message Reports will give you access to the Message Summary and Statistics of the campaign of your choice. You receive the total numbers and percentages of Clickthrus and opens, Bounces and Unsubscribes, and HTML Clickthru Links. Enabling General Reports To enable this option click Create ed List Reports which takes you to a page that displays the available reports. In the Enabled column you can check the status of the desired report. If enabled, a Disable Report link is shown. If not enabled, there is a link letting you enable the report. 131

132 This displays a new window that lets you set your delivery options. Set the desired frequency, date, and time of delivery as well as the to and From addresses and then click SAVE. If the report is enabled but you wish to change the delivery schedule, click Edit and then make the appropriate changes. You can click View Report to see the report of interest. For Demographic Breakdown only, you must select which demographic value to report on and then click Generate Report. This generates the data and gives you the option to view or download the results of the report to your computer. For New Monthly Subscribes and New Monthly Unsubscribes you can download the report by clicking Download. 132

133 About the Clickthru Report The Clickthru Report displays the number of Total Links, Total Clicks, and Percentage for HTML links and for Text links. It shows totals for both as well. Opens Histogram The Opens Histogram displays the number of s opened in the first 48 hours after the message is delivered. Labs tracks open messages indefinitely; however, graphical representation is most descriptive within the first 48 hours. To view a Histogram Report, click Opens Histogram in the Clickthru Report section. 133

134 Clicks Histogram The Clicks Histogram displays the number of clicks in the first 48 hours after the message is delivered. To view a Histogram Report, click Opens Histogram in the Clickthru Report section. Demographic Breakdown The Demographic Breakdown Report displays the number of clicks from the time that the campaign message is delivered. To view a Demographic Breakdown Report, click the Demographic Breakdown link in the Clickthru Report section. Segment Report Clicking Segment Report opens a new window which displays all segments. Click View Results to see or download the addresses of members who match the segment. You have the option to specific segments to one address. After selecting the segment to click GENERATE to send the report. 134

135 Referred Newsletters This section shows you the Total number of Unique Referrers as well as Total Referrals. Activity Chart and HTML Clickthrus The Activity Chart displays the percentages of the people who were sent the campaign who: Opened Only, Opened and Clicked, Unsubscribed, and Bounced. The HTML Click thru graph shows the links in the message and the percentage of people that clicked the links. If you have link aliases saved, an alias will be in place of Link #. HTML Clickthrus The HTML Click thru section of the Report page displays each link included in the Message. The Total Clicks as well as the Unique Clicks are displayed by the number of members as well as the percentage of members who clicked. Clicking the Link Breakdown allows you to view the demographics of the members who clicked each link. About ed Message Reports To enable message reports click Create ed Message Reports. This takes you to a page that displays your most recently sent message. To enable a new report click the messages you would like a report on and then click SAVE and NEXT. You are prompted to specify delivery schedule and delivery time. You can have the report ed once, daily, weekly, or monthly, and at the time or day of the week that you choose. On the ed Message Reports page the enabled report appears; you can edit the scheduling options and disable existing reports on this page. Caution: Disabling a report will delete it. 135

136 Segments About Segments Segments help you target your message to a specific customer group. When you create a segment and then attach it to a message, the message only goes to the customers who meet the restrictions of the segment. These can include demographic restrictions (for example, the message goes only to customers who match a certain age range, gender, or location) or activity restrictions (for example, the message goes only to customers who opened a previous message). You can combine both types of restrictions in the same segment. To view your segments In the left navigation bar, click Segments. You can edit or delete an existing segment, view a report on segment results, or copy a segment to another mailing list. 136

137 Creating a Demographic Segment To create a segment with a demographic restriction 1. In the left navigation bar, click Segments. 2. Click Create Segment. 3. Enter a segment name. 4. Click ADD DEMOGRAPHIC RESTRICTION. 5. Select the demographic you want, and then click NEXT. 6. Follow the instructions to select or type a restriction. If an Additional Values box appears, you can type one or more additional values (you must separate multiple entries with commas). 137

138 7. You can choose one or more optional parameters: Match blank or NULL values only: Your message will be sent only to members who have no value selected for this demographic. Match inverse: Your message will be sent to all members except ones who match this value. For example, if you type and then select Match inverse, your message will go to all members except those who belong to AOL.com. Match using range: Lets you match values in a range. You can choose greater than, less than, or in between (inclusive). 8. Click NEXT to return to the main edit page. 9. Do one of the following: To add another demographic restriction, repeat steps 4 through 8. To edit the logic of your statement (if there are two more restrictions), click Edit Logic. To complete your segment, click SAVE & FINISH. Note You can add activity restrictions to your segment. 138

139 Creating an Activity Segment To create a segment with an activity restriction 1. In the left navigation bar, click Segments. 2. Click Create Segment. 3. Click ADD ACTIVITY RESTRICTION. 4. Continue with one of the procedures below: To base your segment on a particular message 1. Click Individual Message Activity, and then click a message type. 2. Click SAVE & NEXT. 3. To change the date range for available messages, click the boxes next to Displaying. 4. Select the message you want, and then click SAVE & NEXT. 5. Under Action, click the option you want to set as your restriction. 139

140 6. To send your message to all members except ones who match the activity restriction, click Match Inverse. 7. Click NEXT. 8. Do one of the following: To add another activity restriction, click ADD ACTIVITY RESTRICTION and repeat the steps detailed above. To edit the logic of your statement (if there are two or more restrictions), click Edit Logic. To complete your segment, click SAVE & FINISH. To base your segment on a combined total of clickthrus across multiple messages 1. Click Aggregate Clickthru Activity, and then click a message type. 2. Click SAVE & NEXT. 3. Follow the instructions on the screen to type a link (if desired) and select messages. 4. To view a Clickthru report for a message, in the Reports column, click the Clickthruscommand for that message. 5. Click NEXT. 6. Do one of the following: To add another activity restriction, click ADD ACTIVITY RESTRICTION and repeat the steps detailed above. To edit the logic of your statement (if there are two more restrictions), click Edit Logic. To complete your segment, click SAVE & FINISH. Notes You can add demographic restrictions to your segment. About Segment Logic Statements If your segment contains only one restriction, there is no logic statement. However, if you add another restriction, you must make a decision: do you want the segment to activate when Restriction 1 AND Restriction 2 are in effect, or when Restriction 1 OR Restriction 2 are in effect? For each additional restriction, you must make a similar decision, until your segment is structured the way you want. This structure is called a logic statement. The AND Operator takes a series of elements and puts them together to create a statement. Here is an example of a segment s logic statement: Send this message to: Women (segment restriction #1) 140

141 AND Age range (segment restriction #2) AND California resident (segment restriction #3) The message will be sent only to customers who meet all three conditions. The OR operator also combines elements in a statement, but offers slightly different logic: Send this message to: Anyone who plays: guitar OR bass OR keyboards The message will be sent to customers whose What instrument do you play? demographic is listed as either guitar, bass or keyboards. Changing the Logic of a Segment To edit the logic of a segment 1. In the left navigation bar, click Segments. 2. Click the Edit command for the segment you want to modify. 3. Click Edit Logic. 4. Click Clear Statement. 5. Click the condition you want as the first condition in the logic statement. 6. Click one or more of the operators (the choices you make depend on how you want to structure your statement), and then continue adding conditions and operators as desired. 7. When you are finished, click Save. 141

142 CAUTION: The segment is not saved until you click the Save button. If you go to another page before you click Save, any work you did up to that point will be lost. Creating Segments: Some Examples This tutorial lets you practice creating different kinds of segments. You will add demographic restrictions segments, change the logic of the restrictions, and add an activity restriction. The demographics you will use are created in the Creating a Demographic: Some Examples tutorial. In the tutorial, assume the role of a dealer selling musical instruments on the web. Scenario #1: You just received a good deal on high-end guitar cases, so you want to offer them at a special price to your guitar-playing customers. 1. In the left navigation bar, click Segments. 2. Click Create Segment. 3. In the Segment Name box, type Guitar Players Only. 4. Click ADD DEMOGRAPHIC RESTRICTION. 5. Under Select Demographic, click Main Instrument, and then click NEXT. 6. In the Specify Restriction section, click guitar, and then click NEXT. 7. Click SAVE & FINISH. Scenario #2: You re having a sale on acoustic guitars. You want to target your mailing to guitar players, bass players, and anyone thinking about buying an instrument for someone else (for example, a parent getting a gift for a child). 1. In the left navigation bar, click Segments. 2. Click Create Segment. 142

143 3. In the Segment Name box, type Guitar, bass and gift buyers. 4. Click ADD DEMOGRAPHIC RESTRICTION. 5. Under Select Demographic, click Main Instrument, and then click NEXT. 6. In the Specify Restriction section, click guitar, and then click NEXT. 7. Click ADD DEMOGRAPHIC RESTRICTION. 8. Under Select Demographic, click Main Instrument, and then click NEXT. 9. In the Specify Restriction section, click bass, and then click NEXT. Note that the restrictions you are adding are listing in the Restrictions section: 10. Click ADD DEMOGRAPHIC RESTRICTION. 11. Under Select Demographic, click Are you planning to buy an instrument?, and then click NEXT. 12. In the Specify Restriction section, click Yes, and then click NEXT. 13. Click ADD DEMOGRAPHIC RESTRICTION. 14. Under Select Demographic, click Which instrument?, and then click NEXT. 15. Click the first box under Specify Restriction, and then type guitar,bass 16. Click NEXT. As you can see, there are four demographics that make up this segment. There s a problem, though. When you add two or more restrictions, the application automatically inserts the AND operator between each one. So right now, this segment ensures that the message you attach it to goes only to customers who: 143

144 play guitar AND play bass AND are planning to buy an instrument AND the instrument they are planning to buy is guitar or bass As you can imagine, the number of customers meeting all those conditions will be quite small. Let s fix this logic so that the message goes to customers who: play guitar OR play bass OR are planning to buy an instrument AND that instrument is guitar or bass 1. Click Edit Logic (located next to Logical Statement). 2. Click Clear Statement. 3. Click Main Instrument is guitar. 4. Click the operator. 5. Click Main instrument is bass. 6. Click the operator. 7. Click the operator. 8. Click Are you planning to buy an instrument? is Yes. 9. Click the operator. 10. Click Which instrument? is guitar,bass. 11. Click the operator. You have successfully replaced the AND operator with the OR operator between the first three restrictions. We left the AND operator between restrictions three and four because we want both conditions to be met. You didn t insert the 144

145 operator between restrictions 1 and 2 or restrictions 3 and 4, so the application automatically grouped them together. 12. Click Save. 13. Click SAVE & FINISH. Scenario #3: It s a few days before your guitar sale, and you want to send out a reminder message. You want to target only customers who opened your last In the left navigation bar, click Segments. 2. Click Create Segment. 3. In the Segment Name box, type Second notice about guitar sale 4. Click ADD ACTIVITY RESTRICTION. 5. Under Individual Message Activity, click Regular Message or Distribution Group Message. 6. Click SAVE & NEXT. 7. Under Available Messages, click the message that was previously sent, and then click SAVE & NEXT. (For the purpose of this tutorial, you can use any message). 8. Under Action, click Opened this message at least 1 times, and then click NEXT. 9. Click SAVE & FINISH. Copying a Segment You can copy a segment to the current mailing list or to any other one. IMPORTANT NOTE: If demographics are not enabled in the destination mailing list, the segment will not copy correctly. 145

146 To copy a segment 1. In the left navigation bar, click Segments. 2. Click the Copy command for the segment you want to copy. 3. In the Copy Segment window, do one of the following: To make a copy that stays in the current mailing list, click Quick Copy (this is useful if you want another segment similar to the first one, but with minor changes). To copy the segment to another mailing list, click Copy Segment to different mailing list, and then select the mailing list you want. 146

147 Working with Opt-In Forms You can offer your customers a form on your web site that lets them opt-in directly to your mailing list or newsletter. Customers who opt-in are added to the active mailing list the form was created in and receive any future messages sent to that list. You can create more than one form and give each one a unique design and color scheme. This can useful if you want to add forms to different sections of your web site or different web sites. To go to the Opt-in forms page In the left navigation bar, click Opt-In Forms To create a new Opt-In Form Click Create Opt-In Form (learn more). To place an Opt-In form on a web page 1. In the Actions column, click Get HTML for the form you want. 2. Copy the HTML in the Opt-In Form Name section, and then paste it into your web page. 3. Click BACK TO OPT-IN FORMS. To edit or delete a form In the Actions column, click Edit or Delete. The steps for editing are the same as those for <creating> a form. To view pending or confirmed members (for double opt-in forms only) Click the View Pending Members Confirmation or View Confirmed Members command. Working with Opt-In Forms You can offer your customers a form on your web site that lets them opt-in directly to your mailing list or newsletter. Customers who opt-in are added to the active mailing list the form was created in and receive any future messages sent to that list. You can create more than one form and give each one a unique design and color scheme. This can useful if you want to add forms to different sections of your web site or different web sites. 147

148 To go to the Opt-in forms page In the left navigation bar, click Opt-In Forms To create a new Opt-In Form Click Create Opt-In Form (learn more). To place an Opt-In form on a web page 1. In the Actions column, click Get HTML for the form you want. 2. Copy the HTML in the Opt-In Form Name section, and then paste it into your web page. 3. Click BACK TO OPT-IN FORMS. To edit or delete a form In the Actions column, click Edit or Delete. The steps for editing are the same as those for <creating> a form. To view pending or confirmed members (for double opt-in forms only) Click the View Pending Members Confirmation or View Confirmed Members command. Creating an Opt-In Form Getting Your Opt-In Form Started 1. Click Create Opt-In Form. 2. Type a name in the Opt-In Form Name box. 148

149 After your customer submits the form, they are sent to the Redirection page. 3. In the Redirection Page box, type the URL for the page you want to send your customer to. A double opt-in confirmation requires your customer to respond to an automatically-sent before they are added to the mailing list. This gives them verification of their registration and protects you from SPAM complaints. The Welcome message goes out to your customer as soon as they join the mailing list. It offers instant customer recognition upon sign-in and reassures the customer they signed in correctly. 4. Under Confirmation Settings, click the Double Opt-In and/or Send Welcome Messagecheck boxes. To edit these messages, click the Edit command for the message you want to change. The steps are the usual ones for creating a message. 5. Under Additional Options, select one or more of the following. Allow update: Uses the opt-in information to update an existing record if there is one, instead of creating a new one. It is based on the address only. Allow unsubscribe: Unsubscribes existing records. 149

150 Show Thank you pop up: A small pop-up window displays that says thank you for opting in. Append not replace multiple selections on update: Allows you to append values to a multiple select form rather than replace the value when the user updates their profile. 6. Click SAVE & CONTINUE. Choosing Demographics 1. Under Available Demographics, click a demographic that you want your customer to fill out, and then click ADD. 2. Repeat step 7 until all the demographics you want have been added. 3. Click SAVE & NEXT. Making Demographics Required 1. To make demographics required, select their check boxes under Required. 2. Click SAVE & CONTINUE. Changing the Look of Your Text 1. To change the font, click the Type box, and then select the font you want. 150

151 2. To change the text size, click the Size box, and then select the size you want. 3. To change the color, click the Color box, and then in the Color chooser window, select the color you want. 4. Click SAVE & CONTINUE. 5. A preview of your form displays. Do one of the following: To go back and make edits, click BACK. To continue, click SAVE & CONTINUE. Final Steps 1. Copy the HTML in the Opt-In Form Name section, and then paste it into your web page. 2. Click BACK TO OPT-IN FORMS. Note Your double opt-in and welcome messages can be customized, but the same message is sent to all customers 151

152 Editing the Confirm Opt-In Message The Confirm Opt-In message is sent to users who submit a double opt-in web form. To edit the Confirm Opt-In message 1. In the left navigation bar, click View Messages, and then click System Messages. 2. Click the Actions box for the Confirm Opt-In message, and then select Edit. 3. Click Go. 4. Edit the message as you would any other message. IMPORTANT: Do not alter the link in the Confirm Opt-In message; if you do, it may not work correctly. 152

153 Triggers About Triggers You can set up a trigger to automatically send a message if (or when) certain conditions are met. For example, you can create a trigger that sends a birthday message to each customer a week before their birthday, or sends a follow-up a specified period of time after a customer clicks a link on a web page. Creating a Trigger Part 1: Getting Started To create a Trigger 1. In the left navigation bar, click Triggers. 2. Click Create Trigger. 3. Enter a trigger name. 4. Click ADD NEW ACTION. 5. Click the action you want to require, and then click SAVE & NEXT. 153

154 6. The next few steps depend on which type of action you chose. Next: Part II: Choosing a Trigger Type Creating a Trigger Part 2: Choosing a Trigger Type Completes a Survey Do one of the following: To activate the trigger when customer submits any survey 1. In the Action Options section, click Trigger for any completed surveys. 2. To exit the main Triggers edit page, click SAVE & FINISH. To activate the trigger when the customer completes a specific survey 1. Click Trigger for the specified survey. 2. Click the text box or the specified command. 3. In the Surveys window, click a survey, and then click CONTINUE. 4. To exit to the main Triggers edit page, click SAVE & NEXT. Clicks a Link 1. In the Action Options section, click the text box or the specified command. 2. In the Messages window, select the message that contains the link you want, and then click SAVE & NEXT. 3. Follow the instructions to insert the link you want into the Selected link box, and then click SAVE & NEXT. 4. To exit to the main Triggers edit page, click SAVE & NEXT. Note The Clicks a Link trigger is based on a specific link in a specific message. You may have the same link in multiple messages; however, the trigger activates only when the customer clicks the link in the message you select. 154

155 Opens an 1 In the Action Options section, click the text box or the specified command. 2. In the Messages window, select the message you want, and then click SAVE & NEXT. 3. To exit to the main Triggers edit page, click SAVE & NEXT. Joins this mailing list Do one of the following: To activate the trigger when the customer joins at any time 1. In the Action Options section, select Joins at any time. 2. To exit to the main Triggers edit page, click SAVE & NEXT. To activate the trigger when the customer joins on or after a specific date 1. In the Action Options section, click Joins on or after this date, and then click the date boxes and select the dates you want. 2. To exit to the main Triggers edit page, click SAVE & NEXT. Updates Profile In the Action Options section, Any Time is already selected. To exit to the main Triggers edit page, click SAVE & NEXT. Demographic Value 1. In the Action Options section, click the Whose demographic text box. 2. In the Select Demographic window, click the Demographic box, and then select the demographic you want. The Demographic Value item changes to offer the appropriate values for the demographic you chose. 3. Click the Demographic Value box, select the value you want, and then click CONTINUE. 4. To change how the demographic relates to its value (for example, is greater than ), click the isbox, and then select the value you want. 5. To exit to the main Triggers edit page, click SAVE & NEXT. 155

156 Visits a web page after receiving a message Do one of the following: To activate the trigger when the customer visits a web page after receiving any message 1. In the Action Options section, select Any message. 2. To exit to the main Triggers edit page, click SAVE & NEXT. To activate the trigger when the customer visits a web page after receiving any message 1. Click the Specific command. 2. In the Messages window, select the message you want, and then click CONTINUE. To exit to the main Triggers edit page, click SAVE & NEXT. Next: Part III: Final Steps Creating a Trigger Part 3: Final Steps (Creating a Message, Editing Your Logic Statement) 1. On the main Triggers edit page, click Create message. Follow the usual steps to create a regular message. After you save and finish your message, the main Triggers edit page appears. 2. Do one of the following: To edit or delete your trigger, under Trigger Actions, click Edit or Delete. To edit or view your Trigger message, change the scheduling of your Trigger, or testyour Trigger, click the appropriate command in the Trigger Message section. To edit your Trigger s logic, next to Logic Statement, click Edit. 156

157 To edit or delete an existing action, under Trigger Actions, click the Edit or Deletecommand for the action. To exit the main Triggers edit page, click SAVE & FINISH. Notes You can continue to add actions to your Trigger. You can then edit the logic of your Trigger to increase its effectiveness in reaching your target audience. A Trigger occurs only after all of its actions take place. If your demographic value is based on a text box or text area, you must type in the value for your trigger. For example, to build a trigger for all individuals named Jane, select the First Name demographic and type Jane in the value field. To trigger a response, values must match exactly. The visits a web page after receiving a message option will not work unless you have an action tracking tag on your web page. A scheduled trigger message will be overwritten by a more recent scheduled trigger message. For example, if you schedule a trigger message to go out 24 hours after a customer updates their profile, and the customer updates their profile again before that message has been sent, the 24-hour delay starts again. They will receive a message 24 hours after their most recent update. The Updates Profile action will not cause a trigger to execute when the customer completes a survey. Use the Completes a Survey action for this type of customer action. About Trigger Logic Statements If your trigger contains only one action, there is no logic statement. However, if you add another action, you must make a decision: do you want the trigger to activate when Action 1 AND Action 2 are in effect, or when Action 1 OR Action 2 are in effect? For each additional action, you must make a similar decision, until your trigger is structured the way you want. This structure is called a logic statement. The AND Operator takes a series of elements and puts them together to create a statement. Here is an example of a trigger s logical statement: 157

158 Activate this trigger for anyone who: Completes a survey AND Opens an The trigger is activated only when customers have performed both actions. The OR operator also combines elements in a statement, but works a little differently: Activate this trigger for anyone who: Clicks Link #1 OR Clicks Link #2 The trigger is activated when customers click Link #1 or Link #2. Changing the Logic of a Trigger To change the logic of a trigger 1. In the left navigation bar, click Triggers. 2. Click the Edit command for the trigger you want to change. 3. Click Edit (located next to Logic Statement). 4. In the Edit Logic window, click Clear Statement. 5. Click the first action that you want in the trigger. 6. Click or. (Learn more about these operators.) To learn more about these operators, see the previous topic, "About Trigger Logic Statements." 7. Click the next action you want in the logic statement. 8. Repeat steps 5 and 6 until all the actions have been inserted. 158

159 9. When you are finished, click Save. Creating a Trigger: Some Examples In this tutorial, you will assume the role of a musical instrument dealer selling your products on the web. You will practice creating both a simple trigger and a more complex one. The demographics you will use must first be created using the Creating a Demographic: Some Examples tutorial. Scenario #1: You want to send a message to customers two weeks after they join your list asking them about your product selection. 1. In the left navigation bar, click Triggers. 2. Click Create Trigger. 3. In the Trigger Name box, type the name Product Questions 4. Click ADD NEW ACTION. 5. Under Select Action, click Joins this mailing list, and then click SAVE & NEXT. 6. Under Action Options, click Joins at any time, and then click SAVE & NEXT. 7. Click Create message. Follow the usual steps to create a regular message. After you save and finish your message, the main Triggers edit page appears again. 8. Click Edit Scheduling & Delivery. 159

160 9. Under According to this schedule, click After, and then in the After box, type Click the at box, and then select Noon PST. 11. Click CONTINUE (you may have to scroll down to see the CONTINUE button.) In the Trigger Message section, the Scheduling note says Message is sent 14 days later. 12. Click SAVE & FINISH. Scenario #2: You want to send a message containing a discount coupon to customers in New York and New Jersey a week before their birthday. You want to restrict this to customers who have opened a previous message. 1. In the left navigation bar, click Triggers. 2. Click Create Trigger. 3. In the Trigger Name box, type the name Birthday offer 4. Click ADD NEW ACTION. 5. Under Select Action, click Opens an , and then click SAVE & NEXT. 6. Under Action Options, click specified. 7. In the Clickthru Selection window, click the message you want, and then click SAVE & NEXT twice. (For the purpose of this tutorial, you can use any message.) 8. Click ADD NEW ACTION. 9. Under Select Action, click Whose demographic is a specific value, and then click SAVE & NEXT. 10. Click the Whose demographic box. 11. In the Demographic Selection window, click the Demographic box, and then click State/Province. 12. Click the Demographic Value box, click NY, and then click CONTINUE. 13. Click SAVE & NEXT, and then click ADD NEW ACTION. 14. Under Select Action, click Whose demographic is a specific value, and then click SAVE & NEXT. 15. Click the Whose demographic box. 16. In the Demographic Selection window, click the Demographic box, and then click State/Province. 17. Click the Demographic Value box, click NJ, and then click CONTINUE. 160

161 18. Click SAVE & NEXT. We have added the actions we want, but there s a problem: when you add two or more actions, the application automatically inserts the AND operator between each one. So right now, this segment ensures that the message you attach it to goes only to customers who: Opens an AND Lives in NY AND Lives in NJ The database only accommodates one state of residence for each customer; we need to change the logic statement so that the trigger applies to customers who live in NY or NJ. 1. Click Edit (located next to Logic Statement). 2. In the Edit Logic window, click Clear Statement. 3. Click When a user opens an Click the operator. 5. Click When a user whose demographic is a specific value: State/Province is NY. 6. Click the operator. 7. Click When a user whose demographic is a specific value: State/Province is NJ. 8. Click Save. 9. Click Create message. Follow the usual steps to create a regular message. After you save and finish your message, the main Triggers edit page appears again. 10. Click Edit Scheduling & Delivery. 11. In the Scheduled Trigger Message window under According to this schedule, click the second option, and then type 14 in the days box. 12. Click the box that says 1 am PST, and then click Noon PST. 13. Click CONTINUE. You now have your actions and logic statement chosen Scheduling a Trigger for Delivery You can edit the scheduling and delivery of your trigger message during the creation process or any time after. The default setting for when to send a trigger message is immediately. You can choose to send it at a particular date and time in the future or before or after your customers birthdays. You can have the 161

162 message sent to the customer who activated the trigger or any other address. IMPORTANT NOTE: Keep in mind that, unlike a regular message, a trigger message is sent only after all the actions in its logic statement take place. A setting of Immediately means Send as soon as all the actions have taken place. A setting of After 7 days means Send 7 days after all the actions have taken place. etc. 1. Create your trigger (See steps 1 through 7 in the Creating a Trigger topic). 2. If desired, change the logic statement for your trigger. 3. Under Trigger Message, click Edit scheduling & delivery. To send the trigger message immediately Leave the schedule setting as is. Immediately is the default setting. To send the trigger message after a certain time period 1. Under According to this schedule, click After. 2. Click the After box, and then type the number of days between the time all trigger actions have been met and the time the message should be sent. 3. Click the 1 am PST box, and then click the time you want the message sent. 162

163 4. Click CONTINUE (you may have to scroll down to see the CONTINUE button.) To send the trigger message based on the customers birthdays or date they were added to the mailing list 1. Click the second option under According to this schedule. 2. In the box to the left of days, type a number. This determines how many days before or after the target date the message is sent. 3. Do one of the following: To send the message before the birthday or add date, leave the before setting as is. To send the message after the birthday or add date, click before, and then click after. 4. Do one of the following: To send the message based on the Birth date demographic, leave the Birth date setting as is. To send the message based on the dateadded demographic, click Birth Date, and then select dateadded. To choose who to send the trigger message to Do one of the following: To send the message to the user who activated the trigger, leave the default setting as is. 163

164 Note To send the message to another address, select the To the address check box, and then type an address in the text box. Example: Create a trigger message to your sales department to let them know that someone opened a specific link requesting information. You can choose both of the options above. Trigger Response Behavior You can change how many trigger messages a customer receives, and how often. The default behavior is: Update Profile trigger: send a message every time a profile is updated. All other triggers: send a message only once. To choose the default setting Make no changes. To send the message only once to all customers Under Trigger Response Behavior, click Only once per individual. To send the message every time actions in the logic statement take place 1. Click Every time the trigger condition(s) are satisfied. 2. To limit message sending to a certain time period, click But only once every, and then click the days box and select a number. To send the message more than once, but not every time actions are met 1. Click Apply Proportional Limiter. 2. Click the Send to every box, and type the number you want. Example: if you type 3, the message will be send every third time the actions in the trigger s logic statement are met. To limit the number of responses and time period they re sent in 1. Click the check box to the left of the Limit Total Trigger Response option. 2. Click the first box in the option, and then type the number of messages you want. 164

165 3. Click the second box in the option, and then type the number of days you want. To enable or disable Clickthru tracking for TEXT version Select or clear Enable for TEXT version. To change the HTML encoding Under HTML Encoding, click the encoding you want. Notes HTML Encoding handles the character recognition as your message is encoded and sent out. For US English s, text or HTML, select 7-bit encoding. For special characters or languages other than US English, select Quoted- Printable. Delivery is much slower when Quoted-Printable is applied. To change the character set Click the box below Character Set, and then choose the set you want. Notes Other character sets Labs system recognizes are: Traditional Chinese (Big5) Simplified Chinese (gb2312), Japanese (euc-jp) Korean (euc-kr) Cyrillic (koi8-r) Cyrillic (windows-1251) Central European (windows-1250), Western European (ISO and Windows) If you need a character set that is not available in the software, contact Labs Customer Support. You can enable or disable a trigger. You can clear a list member s trigger history, enabling them to continue receiving messages. Enabling and Disabling a Trigger After you create a trigger message and schedule it for delivery, it automatically activates whenever the actions in the trigger take place. In this state, it is considered enabled. You can enable or disable triggers at any time. 165

166 To enable or disable a trigger 1. In the left navigation bar, click Triggers. 2. To disable a trigger, in the Enabled Triggers section, clear the check box in the Namecolumn for the trigger you want to affect, and then click the SAVE button in the same section. 3. To enable a trigger, in the Disabled Triggers section, select the check box in the Namecolumn for the trigger you want to enable, and then click the SAVE button in the same section. 4. To enable all or disable all triggers, click Enable All or Disable All. Clearing a List Member s Trigger History A trigger history is kept for all trigger messages except those based on the Update Profile action. This prevents trigger messages from being sent repeatedly to the same user (unless you choose this). You can make a list member eligible to receive more trigger messages by clearing their trigger history. To clear a list member s trigger history 1. In the left navigation bar, click View Records. 2. Under Profile, click the Edit Member Profile button for the member you want. 3. Click Clear Individual Trigger History (located at the bottom of the page). 166

167 Distribution Groups About Distribution Groups You can create different versions of your message, test them on small random subsets of your mailing list, and then compare the results to see which message is most effective. This is called split testing, and the subsets of your mailing list that you isolate for testing are called distribution groups. This kind of testing eliminates any demographic or action-based bias that could alter your results. Once you determine which message gives the best results, you can send it to the rest of your list. Creating a Distribution Group To create a distribution group 1. In the left navigation bar, click Distribution Groups. 2. Click Create Distribution Group. 3. In the Distribution Group Name box, type a name. 4. Next to Distribution Type, click Percentage or Number. Percentage: lets you choose what percentage of your list will form the distribution group and receive your test message. Number: lets you choose the exact number of list members that will be in the distribution group and receive your test message. 167

168 5. If desired, click the Segment box, and then click a segment. 6. Click Save. 7. Click the Create Message command in the middle of the page. Follow the usual steps to create a regular message. After you save and finish your message, the main Distribution Group Messages window appears and your message is listed in the Messages section. 8. Repeat step 6 until all the messages you want to test have been created. 9. In the Distribution column, click the box for each message you created and do one of the following: If you chose the Percentage distribution type, enter the percentage of the list that you want to send the test message to. If you chose the Number distribution type, enter the number of list members you want to send the test message to. 10. Click Save Distributions. Scheduling a Test Message To schedule an individual message 1. In the left navigation bar, click Distribution Groups. 168

169 2. Under Actions, click the Edit command for the distribution group you want to schedule. 3. On the Distribution Group Messages page, click the Schedule command for the message you want to schedule. 4. Under Message Delivery, click the boxes next to Delivery Date and Delivery Time, and then select the date and time information you want. 5. To take advantage of seedbox monitoring, type one or more seed addresses in the Seed (s) box. 6. To apply a Suppression list, click the Suppression List box, select the list you want, and then click Save. If a confirmation message appears, click OK. 169

170 Scheduling All Test Messages Simultaneously To schedule all unscheduled messages simultaneously 1. On the Distribution Group Messages page, select the check box to the left of Subject. 2. Click the Schedule button below the Messages section. 3. Click the boxes next to Delivery Date and Delivery Time, and then select the date and time information you want. 4. To take advantage of seedbox monitoring, type one or more seed addresses in the Seed (s) box. 5. To apply a Suppression list, click the Suppression List box, select the list you want, and then click Save. If a confirmation message appears, click OK. Quick Test and Proof Test To perform a Quick Test or Proof Test On the Distribution Group Messages page, click the QuickTest or Proof Test button. To proof test an individual message In the Actions column, click the Proof command for the message. To Quick Test an individual message In the Actions column, click the Test command for the message. 170

171 To edit or delete an individual message In the Actions column, click the Edit or Delete command for the message you want to affect. Sending the Winning Message to the Rest of Your Distribution Group After you do a split-test and determine which message is the most effective, you can send that message to the rest of your distribution group (in other words, all the members who were not part of the test mailing). This is a two-step process: 1. In the left navigation bar, click Distribution Groups. 2. Click the Edit command for the distribution group you want. 3. On the Distribution Group Messages page, click the Create Message command in the middle of the page. Follow the usual steps to create a regular message. After you save and finish your message, the main Distribution Group Messageswindow reappears. 4. In the Distribution column, click the box for the message and do one of the following: If you chose the Percentage distribution type, type the percentage that represents the rest of your distribution group. If you chose the Number distribution type, type the number that represents the remaining members of your distribution group. 5. Click Save Distributions. 6. Schedule the message. 171

172 Advisor About Advisor Advisor is an on-demand service (hosted) that's available to any permission-based marketer. It's compatible with just about every marketing system out there, from homegrown solutions to commercial software, and from DIY hosting to full-service agencies. How it works When you sign up for Advisor you ll receive access to the Advisor system and the Advisor audit seed addresses. Send your campaign to these audit addresses for analysis, and then log into the Advisor web interface and view the results. There are five kinds of Advisor reports: 1. Delivery Monitor checks if the message has been received at more than 60 ISPs and providers, and if so, whether it reached the main mailbox or the bulk folder. It can also show if there have been changes in deliverability during the course of your campaign. 2. Content Analyzer tests your campaign against thirty spam filters, and shows you what elements of your message make it prone to be filtered as spam. 3. Inbox Snapshot captures what your message looks like in more than 52 clients. It shows you what the message looks like both in the preview and main message panes, with and without images. Inbox Snapshot also includes a spell check, HTML validator and link validator to ensure that your message looks right. 4. Blacklist Monitor checks the all the domains and IP addresses in your message, including those contained in your message content, and sees if any of them are listed in any of 300 Internet blacklists. 5. ISP Status checks for delays at 60 US and European ISPs. You can see if your delivery delays are due to ISP problems or something about your message. 172

173 Using Labs with ClickTracks Using Labs with ClickTracks: Overview ClickTracks is a web analytics software package produced by Lyris; it helps you track and understand the impact your campaigns are having on leads, conversions and more. Using ClickTracks and Labs together gives you much more powerful segmentation and reporting tools than if you use Labs alone. To give you an idea of the different kinds of segments you can create in ClickTracks (and then use in Labs), here is the ClickTracks segment selection screen: Learn more about ClickTracks' segmentation features Harnessing the power of the Labs/ClickTracks integration is a three-phase process: 1. Set up Labsto work with ClickTracks. 2. Set up ClickTracks to work with Labs. 3. Generate segments in ClickTracks based on activity from an Labs mailing. 173

174 Phase I: Set Up Labs to Work with ClickTracks In Labs: 1. Go to Account Settings. 2. In the Account Information section, select Enable ClickTracks Integration. 3. If you want to track links to all domains, select All. If you want to track links for specific domains only, select Specific, and then type the domains in the text box. 4. Click Save. Phase II: Set Up ClickTracks To Work With Labs After you set up Labs to work with ClickTracks, you must set up ClickTracks to work with Labs. Note that before ClickTracks can generate segment information and send it to Labs, it must import campaign information from Labs. The ClickTracks server typically imports this data once every 24 hours, between 12 midnight and 1:00 a.m. This means that while you can initiate the importing process in ClickTracks at any time, you will not actually have data to work with, in most cases, until the following day. After data is received, you can proceed with generating segments. To set up ClickTracks to work with Labs 1. On the ClickTracks home page, click the Campaigns/ROI Report button. 174

175 2. On the Campaign Report page, click the Configure ad campaign tracking button. 3. A new window opens that says " Campaigns." The tab at the top should be selected. If this is your first time importing, there will be no campaigns in the list. 175

176 4. Click the AutoImport button. 5. On the Auto-Import Wizard page, select Labs, and then click the Next button. 6. On the Labs Auto-Import Configuration page, click the Finish button. NOTE If you select Force import on next check?, previously deleted campaigns will be recovered. The ClickTracks server has now been set up to retrieve any activity related to Labs campaigns. As stated earlier, this typically happens once every 24 hours, between midnight and 1:00 a.m. After the data has been gathered, you can view the information in ClickTracks. 7. Click Close. 176

177 To view campaign data after it has been received On the ClickTracks home page, click the Campaigns/ROI Report button. The Campaign Report page displays; the campaign information is listed on this page. You may have to scroll down to see it. Phase III: Generate Segments in ClickTracks After you set up Labs to work with ClickTracks and then set up ClickTracks to work with Labs, you can use the data that ClickTracks has captured from Labs campaigns to generate segments. You can then export the segments from ClickTracks to Labs. 1. On the ClickTracks home page, click the Campaigns/ROI Report button. 177

178 2. On the Campaign Report page, click the Configure ad campaign tracking button. 3. A new window opens that says " Campaigns." The tab at the top should be selected. 4. Select the campaign you want to work with. Information about individual links in the selected campaign is displayed below the campaign list. 5. Click the Export button. 178

179 6. On the Visitor Export Wizard page, choose the individual links you want data for, or all links, and then click the Next button. 7. On the Visitor Export Wizard > Label page, follow the instruction to choose a label or All visitors, and then click the Next button. NOTE If you want custom segments to appear as options in the Visitor Export Wizard > Segments page, you must create them first. Instructions for doing so can be found in the ClickTracks Help, which can be reached by clicking the Help button on the main ClickTracks screen: 179

180 8. Select Export to Labs, and then type a name for the segment in the box. 9. Click the Finish button. 10. You will see an indication that the visitor list is being built. After this has completed, click the Upload button. A message appears telling you the list has been uploaded to the Labs server. 11. Click the Finish button. 12. Click the Close button. 13. In Labs, make sure the list that originally sent the mailings is the active list,and then click Segments in the side Navigation bar to confirm that the segment was exported from ClickTracks. 180

181 Index A about..., 10, 15, 25, 43, 50, 63, 104, 114, 119, 136, 140, 153, 157, 167 Account Home page, 15 demographics, 43 distribution groups, 167 enhancers, 104 Labs, 10 logic statements, 140, 157 mailing lists, 25 member records, 25, 50 messages, 63 reports, 119 segments, 136 templates, 114 triggers, 153 absolute paths, 78 accounts, 14, 15, 16, 17, 19, 20, 22, 23 Account Home page, 15 account usage, 20 Blacklist, 17 creating, 20, 22 customer ID, 20 global settings, 16 global tasks, 23 groups, 22 login, 13 new features, 19 settings, 23 Suppression list, 17 system updates, 19 unsubscribing, 19 usage, 20 action tracking, 37 activity segment, 139 adding, 20, 22, 23, 26, 41, 48, 56, 65, 96, 100, 115, 137, 139, 143, 148, 153, 159, 167 demographics, 48, 137 distribution groups, 167 dynamic content, 100 folders, 96 groups, 22 mailing list, 26 member records,

182 messages, 65 Opt-in form, 148 segments, 139, 142 tasks, 23, 41 templates, 115 triggers, 153, 159 user accounts, 20 AOL, 38, 89 archiving, 27 autoincrement, 47 automatic replies, 33 B basics, 10, 12 Blacklist, 17 bounced messages, 33, 60 browsers, 10 C Campaign reports, 124 Clickthru report, 133 ClickTracks, 173, 174, 177 Content Library, 87, 96, 98, 99, 100 about, 96 creating content, 100 folders, 96 uploading content, 99 viewing content, 98 copying, 60, 145 members, 60 segments, 146 copying from an external HTML editor, 78 creating, 20, 22, 23, 26, 41, 48, 56, 65, 96, 100, 115, 137, 139, 142, 148, 153, 159, 167 demographics, 48, 137 distribution groups, 167 dynamic content, 100 folders, 96 groups, 22 mailing list, 26 member records, 56 messages, 65 Opt-in form, 148 segments, 139, 142 tasks, 23, 41 templates, 115 triggers, 153, 159 user accounts,

183 Creating an Enhancer, 106 customer ID, 20 D deleting, 29, 60 bounced members, 60 mailing lists, 29 delivery statistics, 124 demographics, 43, 44, 45, 47, 48, 137 about, 43 changing, 45 creating, 45 enabling, 43 examples, 48 types, 44 values, 47 distribution groups, 167, 168, 171 about, 167 creating, 167 messages, 169, 171 downloading addresses, 61 dynamic content, 100 E admin center, 111 enhancers, 88, 104, 107, 108, 109, 111, 112 about, 104 Custom, 112 Admin Center, 111 referral, 111 Global Unsubscribe, 108 in messages, 87 Survey, 107 Unsubscribe, 107 Update Profile, 109 Web version, 108 ed List reports, 131 ed Message reports, 135 Labs, 10 ENTER key, 78 Firefox, 10 folders in the Content Library, 96 F frequency limiter, 36 G global settings, 16 global tasks, 23 global unsubscribe,

184 groups, 167 HBX integration, 40 help, 12 H HTML, 69, 72, 78, 81, 84 image display, 78 image formats, 78 inactive buttons, 78 Internet Explorer, 10 I L learning Labs, 10, 12 limiting s, 36 link tracking, 35 links, 80 List Breakdown report, 121 logging in, 13 M mailing list settings, 30, 31, 32, 33, 35, 36, 37, 38, 39, 40, 41, 94 action tracking, 37 AOL, 38 API Access Setting, 40 automatic message footer, 39 automatic replies, 33 basic settings, 30 bounced messages, 33 HBX Integration, 40 limiting s, 36 link tracking, 35 mailing address footer, 39 tasks, 41 unsubscribe confirmation, 38 welcome message, 31, 94 mailing lists, 15, 25, 26, 27, 28, 29, 30, 41, 58, 59, 60 about, 25 active mailing list, 15 archiving, 27 copying members, 60 creating, 26 deleting, 29 recent messages, 30 searching, 58 settings, 30 tasks, 41 unsubscribing, 28,

185 viewing mailings, 27 member records, 28, 50, 51, 52, 54, 55, 56, 58, 59, 60, 61 about, 50 adding a member, 56 changing, 61 copying members, 60 database problems, 54 deleting a member, 60 demographics, 50 downloading a database, 61 existing database, 51, 52 Proof list, 56 restoring a member, 60 searching, 58 unsubscribing, 28, 59 updating records, 55 uploading database, 52 viewing, 58 message actions, 64 message reports, 120 message summaries, 124 messages, 30, 32, 63, 64, 65, 69, 87, 88, 89, 91, 92, 94, 95, 118, 152, 156, 171 actions, 64 creating, 65, 69, 87, 88, 89, 90 Messages table, 63 Opt-in message, 93, 152 scheduling, 92 seedbox monitoring, 95 testing, 91 Welcome message, 31, 94 navigation bar, 10 notes, 90 operators, 140, 157 N O opt-in forms, 93, 151, 152 opt-in message, 93, 152 PNG images, 79 relative paths, 78 reply handling, 33 reports, 119, 120, 121, 124, 131, 133, 135 Campaign, 124 Clickthru, 133 P R 185

186 ed List, 131 ed Message, 135 List Breakdown, 121 Message, 120 S scheduling, 92, 161, 168 searching, 16, 58 seedbox monitoring, 95 segments, 48, 136, 139, 140, 141, 142, 146, 173, 174, 177 about, 136 copying, 145 creating, 48, 137, 139 logic statements, 140, 141 style display, 78 Suppression list, 17 system updates, 19 tasks, 90 T templates, 114, 115, 117 testing a message, 91, 168 testing content, 88 text messages, 89 tracking links, 35 triggers, 153, 154, 156, 157, 159, 164, 165 about, 153 creating, 153, 154, 156 disabling, 165 enabling, 165 examples, 159 logic statements, 157 scheduling, 161 troubleshooting, 78 U unsubscribing, 28, 59, 108 update profile, 61 updates, 19 uploading, 51, 54 user accounts, 20 user interface, 10 V viewing, 27, 30, 47, 57, 58, 98, 120 content, 98 demographic values, 47 mailing list settings, 30 member profiles, 58 member records,

187 message reports, 120 recent campaigns, 27 Working with Enhancers, 103, 104 W welcome message, 31,