Before Using Campaign Manager... 2 Account Sign-In... 3 Getting Started Wizard... 3

Table of Contents 1.0 USING THIS GUIDE... 1 2.0 GETTING STARTED... 2 Before Using Campaign Manager... 2 Account Sign-In... 3 Getting Started Wizard... 3 3.0 ACCOUNT SETTINGS... 4 Manage Company Profile Information... 5 Manage Account Users... 5 Create New Users... 5 Remove Users... 7 Change User Permissions... 8 Change User Password... 8 Edit User Information... 9 Manage Suppression Lists... 10 Email Addresses... 10 Email Domains... 11 Email Prefixes... 12 4.0 LIBRARY... 13 Manage Templates... 14 Manage Categories... 14 Add a New Category... 15 Add a New Template... 15 Create a Template... 16 Import a Template... 16 Manage Images... 17 Add a New Image... 18

5.0 CONTACT LIST MANAGEMENT... 19 Contact Lists and List Members... 20 Search Lists... 21 Create a New Contact List... 21 Rename a Contact List... 22 Duplicate a Contact List... 22 Add Contacts to an Existing List... 23 Import Contacts Using a Third Party Software... 25 Change the Language of a Contact List... 25 Manage Subscriber Status... 26 Unsubscribe or Remove Contacts... 26 Export a Contact List... 27 Manage List Structure... 27 Manage Fields Within Lists... 27 Add a New Field... 28 Manage Groups... 29 Create a New Group... 29 Edit Groups... 31 Export Groups Based on Status... 31 Manage Courtesy Emails... 32 Change the Opt-in Option for a Contact List... 32 Set Sender Name & Email Address... 33 Manage Forms... 34 Manage Redirections... 35 Delete a Contact List... 35

6.0 CAMPAIGN CREATION.....36 A Campaign Defined... 37 Create an Email Campaign... 38 Create a Regular, Autoresponder, and Recurring Campaign... 38 Advanced Options (Tracking Tools and Social Media)... 39 Testing a Campaign... 42 Create an A/B Split Campaign... 43 Advanced Options (Tracking Tools and Social Media)... 44 Testing a Campaign... 46 Suspend/Resume Delivery of a Campaign In Progress... 47 Reschedule, Unschedule, or Modify a Scheduled Campaign... 47 Duplicate or Delete a Campaign... 48 Edit a Campaign... 49 Add, Reposition, or Remove a Section... 49 Edit Content... 49 Insert an Image... 50 Insert a QR Code... 52 Insert a Google Map... 52 Insert Links... 52 Insert Personalization Fields... 53 Insert Fallback Fields... 53 Insert Merge Fields... 54 Customize the Colour Scheme... 55 Edit Plain-Text Version... 56 Enter Advanced Editing Mode... 56 Perform Preliminary Campaign Tests... 57 Revert to a Previous Version (Auto-Save)... 57 Export a Campaign List... 58 Manage Campaign Folders... 58 Create a New Campaign Folder... 58 Export Campaign Folder List... 58 Archive a Campaign... 59

7.0 DETAILED REPORTING & STATISTICS... 60 Statistical Overview of Campaign Portfolio... 61 Statistical Overview of Individual Campaign Performance... 61 Detailed Campaign Reporting... 62 View Campaign Snapshots... 63 Campaign Heatmap (Click Activity)... 63 View Detailed Statistics... 64 8.0 DASHBOARD...65 View Account Dashboard...65 9.0 MARKETPLACE.....66 Manage Account Modules...66

1.0 USING THIS GUIDE Using This Guide This Comprehensive User Manual is developed to seamlessly guide you through the functionality and toolset of Campaign Manager. You will learn, in great detail, such things as how to create and deliver effective email campaigns, create and manage contact lists, and best practices for segmenting and personalization. Both sequential in its flow, and searchable for users with specific questions, this guide is also divided into sections for ease of navigation: Getting Started Account Settings Library Contact List Management Campaign Creation Detailed Reporting and Statistics Dashboard Marketplace Displayed on many of these section pages is a navigation bar the highlighted tab corresponds with how to navigate through Campaign Manager, according to the respective section. To execute a specific task within a respective section, follow the bolded words in sequence, to identify all necessary selections (or clicks). Also at your disposal, are blue speech bubbles containing Helpful Hints and Quick Tips, placed throughout this guide in an attempt to improve the management and effectiveness of all your email marketing campaigns. Look for HELPFUL HINTS and QUICK TIPS throughout the guide Lastly, should you require any assistance Upaknee s Support Team is always here to help. If you experience technical difficulties, or have questions or concerns, please submit a ticket to the support desk at http://support.upaknee.com. Page 1 of 67

2.0 GETTING STARTED Getting Started Before Using Campaign Manager You are well on your way to discovering the power of email marketing. This document will help guide you through the process of creating and delivering your email marketing campaigns. Before getting started, there a few things you will need these are important steps that should not be skipped. IMPORTANT BEFORE YOU START! You need: A Contact List A valid sending email address Content to use in your campaign First, you need a contact list. This is a required step before you can create a campaign. An active contact list requires at least one valid email address in order to send a campaign. You can upload an existing contact list, or build one over time by doing such things as collecting new subscribers by integrating a sign up form into your website, or by inviting office visitors to signup for your newsletter at your reception desk. As there are a number of regulations governing the use of email addresses, it is important to have obtained permission from your contacts before sending emails. In order to send campaigns you must have a valid email address. It is likely that your Internet Service Provider (ISP) has already provided you with this, or you may already have one through your corporate IT department or your website s hosting provider. HELPFUL HINT Be careful when using email addresses from free email providers, such as Gmail or Hotmail, for your sending email address Campaigns from these providers are more likely to be marked as spam and tend to appear as less professional Lastly, you will need content that you would like to incorporate into your campaign. You can add content during the campaign creation process, or you can gather content ahead of time. Content can be copied and pasted directly from Microsoft Word, or Dreamweaver code, into Campaign Manager s editor. Page 2 of 67

Account Sign-In Sign-In to your Campaign Manager account at: http://cm3.upaknee.com/signin. Input your account credentials to login, and select Sign-In. This requires a valid email and password, provided in a Welcome Email from Upaknee to your personal or company account upon registering and creating a Campaign Manager account, or provided by your local company account administrator. If a user has forgotten their password, it can be retrieved using the Forgot Your Password? link on the Sign-In page. Getting Started Wizard Campaign Manager s Getting Started Wizard is perfect for first time users. The Wizard seamlessly helps you create your first beautiful campaign in three easy steps: (1) Upload your Logo HELPFUL HINT (2) Generate a Contact List Access the Getting Started Wizard by logging into your account (if you are a first time user, (3) Create your Campaign you will be automatically directed to the Wizard) or by selecting Dashboard from the main toolbar of Campaign Manager Once you are familiar with Campaign Manager and no longer require the Wizard to get you started, simply select the red link located on the Wizard: Do not show me this wizard again to remove the Wizard from your Dashboard temporarily. To remove the wizard permanently from your Dashboard, select the X located at the top right of the getting started wizard box. Page 3 of 67

3.0 ACCOUNT SETTINGS Account Settings AT A GLANCE: Manage your company profile Create and manage users and permissions Manage your Suppression List DISCOVER: Manage Company Profile Information Manage Account Users Create New Users Remove Users Change User Permissions Change User Password Edit User Information Manage Suppression Lists Email Addresses Email Domains Email Prefixes Navigate this section using the Settings tab Page 4 of 67

Manage Company Profile Information To manage your company profile Campaign Manager Version 3.3 Comprehensive User Manual HELPFUL HINT Keep your Company Profile current and accurate as this information is often linked to templates and the automation of fields within your campaigns information, first select the Settings tab from the main toolbar of Campaign Manager, which will redirect you to your Company Profile page, which is also accessible by selecting Company Profile from the left navigation pane. All of the displayed fields are editable, and after you have made the desired changes, save these changes using the Save icon located at the bottom right of the screen. Note: the website information you include will be the default link from your campaigns to your corporate or organization s website. Manage Account Users Campaign Manager allows you to create multiple users on your account, of which you are able to set access privileges or permissions for each user. Create New Users To create a new user or multiple users, first select the Settings tab from the main toolbar of Campaign Manager. To change or add users, select Users from the left navigation pane. A list of your current users is displayed. To add a new user to your account, select Create New User. Page 5 of 67

Creating a new user is presented as a simple two-step process: (1) Inputting user information (2) Setting user permissions A form is displayed in which you are prompted to enter personal information for each new user you wish to create. Note: First Name, Last Name, and Email Address are required; all other fields are optional. Upon inputting the necessary information into the form, select Next to move to the second and final step of creating a new user, User Permissions. Should you choose to allow a user View Only permissions, they will be given access to information in either the Campaign or Contact List tabs, but not permitted to make any changes. Should you choose to allow a user View and Manage permissions, they will be given full access to the tab(s) selected. Page 6 of 67

An Administrator has the highest level of authority and has complete control to view and manage all tabs and all functions within the Campaign Manager account. QUICK TIP: User Type Descriptions Administrator senior users who have full access to Campaign Manager (typically only one or two) Super User users who have both View and Manage permissions in any Campaign Manager groups User users who have only View access to either Campaigns or Contact Lists Once the information and permissions for the new user have been entered, the process is completed and the user is added to the account by selecting Add User located at the bottom of the input form as shown on page 6. Upon completing this process, an email is automatically sent to the added user, providing them with their new user name (email address provided) and a temporary password. Once logged into the new account, it is encouraged for the new user to change their password for greater protection, however it is not necessary. To change the user name and password, refer to Change User Password found on page 8 of this guide. Remove Users To remove a user, first select the Settings tab from the main toolbar of Campaign Manager, and then select Users from the left navigation pane. A list of your current users is displayed. In order to remove/delete a user, locate the user by their name or by searching the list of users using the magnifying glass to open a search box. To suspend a user, click the do not enter icon to the right of the user s name. You will be asked to confirm this action. Complete the suspension of this user by selecting Suspend. To delete a user, click the garbage icon to the right of the user s name. You will be asked to confirm this action. Complete the deletion of this user by selecting Delete. Page 7 of 67

Change User Permissions To change a user s permissions, first select the Settings tab from the main, upper navigation pane of Campaign Manager, and then select Users from the left navigation pane. A list of your current users is displayed. Locate the user, and then hover over the user s name to prompt the drop-down menu to appear. From this drop-down menu, select Edit Permissions. The user permissions screen will be displayed, in which the administrator can select the permission groups the user would like to add or remove by selecting the appropriate check boxes and radio buttons. Complete this process by selecting Save, located at the bottom of the edit permissions form. Change User Password To change your password, first select the Settings tab from the main toolbar of Campaign Manager, and then select Users from the left navigation pane. QUICK TIP To change the account password, hover over your profile name (top, right of the page) to display a popup menu, in which you can change your password A list of your current users is displayed. Locate the user by their name or by searching the list of users using the magnifying glass to open a search box. Hover over the user s name to prompt the drop-down menu to appear. From this drop-down menu, choose Change Password. A change password input will appear, in which you are prompted to input your old password and new (desired) password. Page 8 of 67

Complete this process by selecting Save, located at the bottom, right of the input form. Note: If you are an Administrator or Super-User changing a password for a user other than yourself (under the user account which you are signed in as), you will only be prompted to enter and confirm the new password, and not asked for the current password. Edit User Information If you have multiple users on an account, it is advised to ensure personal information is current and accurate. To change user information, first select the Settings tab from the main toolbar of Campaign Manager, and then select Users from the left navigation pane. A list of your current users is displayed. Locate the user by their name or by searching the list of users using the magnifying glass icon to open a search box. Hover over the user s name to prompt the drop-down menu to appear, to choose Edit Information. An edit-user input form is displayed, in which you can change user information according to the fields provided. Complete this process by selecting Save, at the bottom of the input form. Page 9 of 67

Manage Suppression Lists Campaign Manager Version 3.3 Comprehensive User Manual A Suppression List is a central list of email addresses (individuals), email domains (groups), or email prefixes (sales@, help@) designated to never receive emails. This includes those who have opted out of receiving emails, reported spam, or otherwise complained. There are three methods of suppressing users from further being contacted by Campaign Manager by: Email Addresses, Email Domains, and Email Prefixes. To avoid sending unwanted emails, all contact lists are checked against Suppression Lists prior to a campaign being delivered. To access your Suppression List(s), first select the Settings tab from the main toolbar of Campaign Manager, and then select Suppression List from the left navigation pane. Email Addresses To add one, or a few, email addresses to the Suppression List, select Email Addresses from the left navigation pane. At the top of the screen, three available task buttons are displayed: Selecting Add Email Address will display an input form. Simply enter the email address you wish to suppress and select Add. To upload a list from a.csv file, select Import Email Addresses to display a pop-up screen in which you can upload a file. QUICK TIP CSV (Comma-Separated Values) format is used to store tabular data in which numbers and text are stored in plain-text form that can easily be written and read in a text editor First, select the file you would like to upload from your PC or network. The next field designates whether the file is a comma, colon, or tab delimited file. Second, indicate whether the file includes a row of column titles. Once completed, select Next. Lastly, specify which column contains email addresses (all other fields will be ignored for the Suppression List). Select Import to finalize the process and upload your file. To export a list of all email addresses currently contained within the list, select Export to.csv File and the download will begin automatically. Page 10 of 67

Email Domains Suppress an entire group of email addresses, for instances such as an organization expressing disinterest in receiving messages from you; you can restrict the sending of emails to any addresses that belong to a particular domain. Select Email Domains from the left navigation pane. At the top of the screen, three available task buttons are displayed: Selecting Add Email Domain will display an input form in which you can singularly add email domains to your Suppression List. Simply enter the email domain in the format domain.cm or domain.ext and select Add. A more efficient method to add multiple domains to a list is to upload a.csv file. Select Import Email Domains to display a pop-up screen in which you can upload a file. First, select the file you would like to use from your PC or network. The next field designated whether the file is a comma, colon, or tab delimited file. Second, indicate whether the file includes a row of column titles. Once completed select Next to continue to the final step, Matching Fields. Lastly, specify which column contains the email domains (all other fields will be ignored for your Suppression List). Once completed, select Import to finalize the process and upload your file. Export a list of all email addresses currently contained within the list by selecting Export to.csv File. Depending on the browser in use, a pop-up should appear prompting you to either save or open the file, or the download will begin automatically and placed onto your desktop. Page 11 of 67

Email Prefixes Suppressing generic email prefixes (sales@ or help@) is useful when sufficient knowledge of these prefixes supports your emails are not achieving any transaction because they are likely not received or read. To add a prefix group to your Suppression List, select Email Prefixes from the left navigation pane. At the top of the screen, three available task buttons are displayed: Selecting Add Email Prefix will display an input form in which you can singularly add email prefixes to your Suppression List. Enter the email prefix in the format prefix without @domain.com and select Add. If you have many email prefixes to add to the list, a more efficient method is to upload a list of prefixes from a.csv file. Select Import Email Prefixes to display a pop-up screen in which you can upload a file. First, select the file you would like to use from your PC or network. The next field designates whether the file is a comma, colon, or tab delimited file. Second, indicate whether the file includes a row of column titles. Once completed, select Next to continue to the final step: Match Fields. Lastly, specify which column contains the email prefixes (all other fields will be ignored for your Suppression List). Once completed, select Import to finalize the process and upload your file. Export a list of all email prefixes that are currently contained within the list by selecting Export to.csv File. Depending on the browser in use, a pop-up should appear prompting you to either save or open the file. Page 12 of 67

4.0 LIBRARY AT A GLANCE: Manage Template Library Manage categories Manage Image Library Manage Templates Manage Categories Add a New Category Add a New Template Create a Template Import a Template Manage Images Add a New Image DISCOVER: Navigate this section using the Library tab Page 13 of 67

Manage Templates Campaign Manager allows you to create campaigns from scratch, while also offering a variety of pre-designed templates or standard templates. All templates can be stored indefinitely, and organized by establishing various categories for departments, groups, themes, and so forth. To manage existing templates that reside within the Template Library, select the Library tab from the main toolbar of Campaign Manager, to display all templates in the Template Library. Locate the template you wish to manage and select the Manage icon to the right of the respective template. Selecting the Manage icon will prompt a drop-down menu in which you can select Preview Template to see a full view of this template in a pop-up screen, or a browser. Note: Templates that are pre-designed (by Upaknee s designers) can only be previewed; the template itself cannot be edited or copied. Templates designed by users within an account can be previewed, renamed, edited, copied, and deleted by accessing the Manage button according to the respective template. Manage Categories Creating categories is an effective method of organizing your templates within your Template Library. To manage your categories, select Manage Categories from the left navigation pane. All current/existing categories are displayed. Using your mouse, hover over the name of the category you wish to manage. This will allow you to rename the category or delete it. Page 14 of 67

Add a New Category To add a new category, first select the Library tab from the main toolbar of Campaign Manager, and then select Manage Categories from the left navigation pane. To add a category, select Add Category located at the top, right of the page. An input form will appear, in which you can type the desired name of your category. Simply click Save to create this category. Add a New Template Once you have created at least one category, you can create a new template. First, select Template Library from the left navigation pane, and then select Add Template located at the top, right of the page. Selecting the Add Template icon will prompt a drop-down menu in which you are provided with two options: Create Template create a template from scratch using the WYSIWYG editor Import from ZIP File import a template from your PC in a ZIP file format Once you have selected the desired option, follow the task wizard to create and/or upload your new template into the Template Library. Page 15 of 67

Create a Template Using the input form, first select which category the new template will belong to from the dropdown menu. Enter a name for the new template (either French or English as needed) and provide a brief description of the category. Once completed, select Next. Create the content for your new template. Paste content from Word or as plain-text, or write your content within Campaign Manager s editor. Change colours, fonts, and sizes of text, and add tables, horizontal lines, and images as need. Also add a Google Map, QR code, links, and more. Simply hover over the different icons with your mouse to discover their purpose. Once you are completely satisfied with your template, select Add Template. Import a Template Using the input form, first select which category the new template will belong to from the drop-down. Enter a name for the new template (either French or English as needed) and provide a brief description of the category. Once completed, select Next. Select the ZIP file that contains the template you wish to upload. To upload the file and finalize the process, select Import Template. Page 16 of 67

Manage Images To manage existing images that reside within the Image Library, first select the Library tab from the main toolbar of Campaign Manager, and then select Image Library from the left navigation pane. Upon locating the image you wish to manage, right-click the image in order to view, download, resize, rename, or delete the image. There are no limits to the number of images you can upload or store within the Image Library. It is also possible to manage your images from within the Campaign Creation process, which accesses the same Image Manager. Refer to Create an Email Campaign found on page 38 of this guide. Manage and organize the images within your Image Library by altering the settings to the layout that best suits your needs. Select Image Library from the left navigation pane, and select Settings located on the image toolbar: Choose how you want Campaign Manager to display your images. Page 17 of 67

Add a New Image Upload your images to our image hosting service for quick access. First, select the Library tab from the main toolbar of Campaign Manager, and then select Image Library from the left navigation pane. To upload an image, simply select the Upload icon from the image toolbar. Select Chose File to choose the image file you would like to upload, and then select Upload Selected File. You can upload files to either the Image Folder or the Files Folder within you Image Library. Please note that you can only upload one file at a time, and the maximum dimension for images is 1600px (width) x 2000px (height) files should not exceed 2MB. Types of files accepted in the Image Folder include: bmp gif jpeg jpg png Type of files accepted in the Files Folder include: 7z aiff asf avi bmp Csv doc docx fla fly gif gz gzip jpeg jpg mid mov mp3 mp4 mpc mpeg mpg ods odt pdf png ppt pptx pxd qt rar rm rmi rmvb rtf sdc sitd swf sxc sxw tar tgz tif tiff txt vsd wav wma wmv xls xlsx zip Once uploaded and in your Image Library, right-click the image to resize (adjust height or width) or rename the image. Page 18 of 67

5.0 CONTACT LIST MANAGEMENT Contacts AT A GLANCE: Create and manage contact lists Add or remove subscribers Create and manage groups DISCOVER: Contact Lists and List Members Search Lists Create a New Contact List Rename a Contact List, Duplicate a Contact List Add Contacts to an Existing List Import Contacts Using a Third Party Software Change the Language of a Contact List Manage Subscriber Status Unsubscribe or Remove Contacts Export a Contact List Manage List Structure Manage Fields Within Lists, Add a New Field Manage Groups Create a New Group, Edit Groups Export Groups Based on Status Manage Courtesy Emails Change the Opt-in Option for a Contact List Set Sender Name & Email Address Manage Forms Manage Redirections Delete a Contact List Navigate this section using the Contact Lists tab Page 19 of 67

Contact Lists and List Members A Contact List is a collection of subscribers, which we refer to as Lists. Users may create multiple contact lists in order to effectively target subscribers with different preferences or interests. HELPFUL HINT If you have not yet created a Contact List, you must do so before being able to add contacts or subscribers To view your Contact Lists, select Contact Lists from the main toolbar of Campaign Manager. Displayed is a statistical overview of all Contact Lists including: the number of active lists and subscribers, the number of emails sent, and average engagement (quality of your relationships). Below these statistics is a list of all current/existing Contact Lists. The list summary or list settings for a given Contact List are accessible by selecting the name respective Contact List you would like to view. Within this Contact List, using the let navigation pane, you can: Add contacts Manage subscribers Export all contacts as CSV Manage list structure Manage groups Manage emails Manage forms Delete contact list A List Member (subscriber) is uniquely identified by their email address and may include an unlimited amount of fields containing demographic information, such as first and last name. An individual email address may only be included upon being added to a Contact List; however, an individual email address may be included in an unlimited number of Contact Lists. Campaign Manager automatically maintains your Contact List by managing all subscribes and unsubscribes. Page 20 of 67

Search Lists To search for a specific Contact List, select Contact Lists from the main toolbar of Campaign Manager to display a list of all existing Contact Lists. Here you will find a search box where you can enter search words. To search for a specific List Member, select Contact Lists from the main toolbar of Campaign Manager, and select the Contact List you would like to search within. Select Manage Subscribers from the left navigation pane. Select the magnifying glass located at the top right of the List, to prompt a textbox in order to perform a search. Create a New Contact List Campaign Manager provides you with the ability to create an unlimited number of Lists in order to support effective segmentation and targeting, an effective List Management tool used to better understand List Members, their preferences, and behaviours. Before you can add subscribers, you must create a new list. Select Contact Lists from the main toolbar of Campaign Manager, and then select Create a Contact List from the left navigation pane. This will prompt an input form, in which you will enter a name for the new Contact List, as well as a from name and email. To complete this process, select Create. Next, you will need to add contacts to your new list (refer to Add Contacts to an Existing List found on page 23 of this guide) or you can create a form on your website to collect email addresses (refer to Manage Forms found on page 34 of this guide). Page 21 of 67

Rename a Contact List Campaign Manager allows you to rename a Contact List at any time. Select Contact Lists from the main toolbar. Locate the Contact List you wish to change the name of and simply select the Rename link directly below the existing name. In the input form, enter the new name of the Contact List and select Rename. Duplicate a Contact List Duplicating a Contact List is useful when a list has personalized fields and groups you wish to recreate. To duplicate a Contact List, select Contact Lists from the main toolbar. Locate the Contact List you wish to duplicate and simply select the Duplicate link directly below the name. In the input form, enter a new name for the Contact List and select Duplicate. The new list will appear under your active Contact Lists in which you can begin adding subscribers. Remember, the data from the original list will not be duplicated (ie. Subscribers), only the structure of the list will be duplicated (ie. Fields). Page 22 of 67

Add Contacts to an Existing List Campaign Manager Version 3.3 Comprehensive User Manual Once you have created a new Contact List, you will be prompted to add contacts to your list. This option is also accessible by first selecting Contact Lists from the main toolbar. Select the Contact List name of which you would like to add contacts, and then select Add Contacts from the left navigation pane. Step 1: Select Source You must acknowledge that you have obtained explicit consent to add these recipients to your Contact List. If you adhere to this policy and comply, mark the checkbox and select Next Step. Note: Even if you are using permission-based lists, Upaknee reserves the rights to take action if you generate an unusual number of spam complaints ranging from a warning to the suspension/cancellation of your account. Please call us if you have any questions. Step 2: Select Your Data Specify how you would prefer to add contacts to your list, choosing one of the three available options from the navigation pane: QUICK TIP You can also import contacts using third party software (refer to Import Contacts Using a Third Party Software on page 25 of this guide) (1) Import from CSV File: Selecting From a CSV File will prompt you to choose a file to upload. Select Choose File to locate the proper CSV file, and then select Add to import the list. (2) Add a Single Contact: Selecting Add a Single Contact will prompt an input form. Simply enter the appropriate data in all the necessary fields, and select Add to complete this process. (3) Import from Google Docs: Google Docs allows you to store data for free; import a list by selecting Link your account with Google Spreadsheet. (4) Import from Google Contacts: Google Contacts allows you to manage your contacts and is available in its free email service Gmail. Import a list by selecting Import data from Google Contacts. Page 23 of 67

(5) Import from Plaxo: Plaxo is an online address book and social networking service. Simply enter your email address and password and select Get data from Plaxo. (6) Import from Excel File: Selecting Excel will prompt you to choose a file to upload. Select Choose File to locate the Excel file you wish to upload, and select Add to import the list. Step 3: Match Fields If you selected From CSV File or Excel in Step 2, the final step in adding your contacts is to match the fields. Campaign Manager will identify the fields within the CSV or Excel file. Specify which fields you would like to import. Specify Don t Keep or Keep using the appropriate radio buttons. If you would like Campaign Manager to keep a field (other than email address) select Give the field a name from the drop-down and enter a new name for the field in the text box. Once completed, select Add to begin importing the list. Campaign Manager will keep you updated on the progress of your import in real-time (please be patient if you are attempting to import a very large file). Page 24 of 67

Import Contacts Using a Third Party Software Campaign Manager Version 3.3 Comprehensive User Manual Campaign Manager allows you to add contacts using third party software (all third party addons are available under your Marketplace refer to Manage Account Modules on page 66 of this guide). Available third party add-ons include: Eventbrite Plaxo Facebook Salesforce Formstack Spam Assassin Freshbooks Survey Gizmo Google Analytics Wufoo QUICK TIP First install the add-on from your Marketplace, then the option will be available to you for importing contacts (if you do not see these add-ons in your Marketplace, please contact us) Google Contacts Highrise Wufoo Webhook Sync Zendesk To upload contacts through any of these third-party sites, you may be asked to enter an API, Token, or username and password - you will have to gather this information from the provider. Change the Language of a Contact List Campaign Manager allows you to set different language controls for each Contact List. This setting controls which language the following messages/links appear in your email: subscribe, unsubscribe, view email in a browser, and forward to a friend. To set or change the language of a Contact List, select Contact List from the main toolbar of Campaign Manager. Locate and select the Contact List name you wish to change the language for. Simply select the Change link located under the name of the Contact List. Choose a language from the options provided in the drop-down then select Change to save. Page 25 of 67

Manage Subscriber Status Campaign Manager Version 3.3 Comprehensive User Manual To view List Member statuses, select Contact Lists from the main toolbar of Campaign Manager to display all current/existing Contact Lists in an account. Select the Contact List name of which you wish to view summary information for. Select Manage Subscribers from the left navigation pane. HELPFUL HINT A List Member may have one of the following statuses: Active as of the last communication, these members have active email addresses and are available to receive email campaigns Invalid members that have an invalid email address either through hard bounces (permanent failures) or soft bounces (temporary failures) Make it easy for users to unsubscribe; If subscribers are receiving what they consider spam and are unable to unsubscribe, the ISP will determine your domain and sending addresses can become blacklisted Unsubscribed members that have requested to be removed from Lists, either remove themselves or can be removed manually by an account user Pending member profiled that have been added to the list but are still required to confirm their subscriptions through the double-opt in process While viewing your subscriber s statuses, you can further manage your Contact Lists and List Members by unsubscribing or removing contacts from your lists manually, from this screen. Unsubscribe or Remove Contacts To manually unsubscribe a contact(s), select Unsubscribe Contacts from the left navigation pane. In the textbox provided, enter the email address(es) of contacts you wish to manually unsubscribe. Select Unsubscribe to complete the process. To manually remove a contact(s), select Remove Contacts from the left navigation pane. In the textbox provided, enter the email address(es) of the contacts you wish to manually remove. Select Remove to complete the process. Page 26 of 67

Note: If you are not already viewing the Manage Subscribers screen, first select Contact Lists from the main toolbar of Campaign Manager. A list of your current/existing Contact Lists is displayed select the desired list of which you would like to unsubscribe a contact from. Select Manage Subscribers from the left navigation pane and continue following the steps outlined above. Export a Contact List A Contact List and all its corresponding field values can be exported to a.csv file. Select Contact Lists from the main toolbar of Campaign Manager to display a list of all existing Contact Lists. Locate the List you wish to export and simply select the Export as CSV link and the download will begin automatically. QUICK TIP Partial lists with campaign statistics (opens, clicks, etc.) can be exported as CSV: select Campaigns from the main menu, then in the left navigation pane select Export Campaign List to CSV You can also perform this same operation if you already viewing a specific Contact List (select Contact Lists from the main toolbar, and then select the Contact List name you wish to view), simply by selecting Export all Contacts as CSV on the left navigation pane, and the download will automatically begin. Manage List Structure Manage Fields Within Lists Managing your Lists and subscriber data is critical especially for applying segmentation and targeting practices. HELPFUL HINT Strategize how you want to use subscriber data beforehand as it is much easier to begin collecting the necessary data from the start A Field is an attribute that contains demographic information regarding each List Member. Popular Contact List Fields include: First_Name Last_Name Address Gender Birthday Company Registration_Date Fields may be in text format (up to 255 characters), number format (whole numbers, negative or positive), or date format (YYYY-MM-DD). The default data value of date is the current date, upon List Member creation. Page 27 of 67

Fields are primarily defined during the creation of a Contact List for detailed instructions on how to create a Contact List by uploading a file, refer to Create a New Contact List found on page 21 of this guide. To manage the fields within your lists, first select Contact Lists from the main toolbar of Campaign Manager to display a list of all current Contact Lists, and then select the name of the Contact List you wish to manage. Select Manage List Structure from the left navigation pane. A list of all the current fields within this List are displayed, along with the name and type of field. You will notice three default fields: Contact ID, Email, and Sign Up Date. These fields cannot be removed or edited as they are used by Campaign Manager to track subscriber information. To delete a custom field, simply select the Delete link under the field name that you wish to delete. This is a permanent operation! Campaign Manager will ask you to confirm your decision. Add a New Field To add a new field, simply select the Add New Field icon from the left navigation pane. This will prompt an input form in which you are required to enter the name of the new field. Then, from the drop-down, select the field type: Text (names and other text information) Number (phone numbers, age, etc.) Date (birthday, anniversary, etc.) To complete this transaction, select Create. Page 28 of 67

Manage Groups Segmentation is the process of dividing a Contact List into sub-lists (groups), an important tactic used to ensure you are sending relevant messages to each subscriber. The more information you know about subscriber preferences, interests, and behaviours, the more relevant the messages, and effective segmentation and targeting can be implemented. Create a New Group To create a group, first select Contact Lists from the main toolbar. Choose the Contact List that you would like to add a group to. Select Manage Groups on the left navigation pane. Select Create a Group from the left navigation pane, or if you have yet to create a group for a particular Contact List, you can also select Create a Group from Campaign Manager s prompt: Let s create your first group. Campaign Manager allows you to create intelligent groups using many different parameters. This is accomplished through the use of rules and criteria. First, give your new group a name, and then designate whether the segment must match all the criteria or any of the criteria you will soon specify, using the appropriate radio button. You can then configure your criteria using the identified logic rule (all or any of these criteria). In order to create a rule, you need to establish specific criteria. Groups can be defined using any criteria within the Contact List Fields, and can also be defined using information regarding Actions or No Actions Taken. The Select box contains a drop-down menu of the available criteria (fields, action, no action) relative to the Contact List. Selecting the criteria will prompt another box with a dropdown menu in which you can choose how you wish to define your criteria (refer to table below). Page 29 of 67

Criteria Example* Define Rules Fields Actions No Actions Taken Contact ID Registration Date Email Date of Birth First Name Last Name Was sent Has opened Clicked on link Clicked on any link from Did not receive Did not open Did not click on a link Did not click on any link from Equal to; Not equal to; Less than; Greater than; Less than or equal to; Greater than or equal to Matches; Contains; Does not match; Does not contain (Select a delivered campaign from the drop-down) (Select a delivered campaign from the drop-down) *these are examples; actual criteria available for creating groups is determined by the information you currently gather from your Contact List members. This will also prompt a text box in which to specify the exact criteria: Page 30 of 67

There is no limit to the number of rules or criteria for rules you can create for each group. To add a rule, simply select the Add a New Rule link below the last specified rule. To add criteria to a rule, simply select the Add Criteria link within the respective specified rule. You can also delete rules or criteria as necessary by simply selecting the Delete link relevant to the rule or criteria you wish to delete. To complete this process, select Save Group in the bottom right corner. Edit Groups To edit your groups within a Contact List, first select Contact Lists from the main toolbar. Select the name of the Contact List you wish to edit, and then select Manage Groups on the left navigation pane. All groups within the selected Contact List are displayed. To edit criteria/rules, delete, or rename the group, select the name of the group you wish to edit. Displayed is a summary of this group including subscribers and subscriber statuses. Select Edit this Group from the left navigation pane to edit the name, or rules/criteria. Select Delete this Group from the left navigation pane to remove this group permanently. You can also access these same features by selecting Manage Groups (within a Contact List), and then select the Edit group name and rules link found below the group name you wish to edit. Export Groups Based on Status Campaign Manager allows you to export contacts from groups based on their status. To export groups to CSV, select Contact Lists from the main toolbar. Select the name of the Contact List you would like to edit, and then select Manage Groups on the left navigation pane. Select the group you would like to export contacts from. Using the Export drop-down, choose which contacts you would like to export (active, invalid, or unsubscribed), and your download will start automatically. Page 31 of 67

Manage Courtesy Emails Campaign Manager Version 3.3 Comprehensive User Manual QUICK TIP Confirming new subscribers is an email marketing best practice, which greatly As part of the Campaign Manager platform, you have the improves deliverability and ensures all ability to send courtesy emails, triggered against a new email addresses are valid subscription. Courtesy emails are interactive, automated, optional, and fully customizable. The Confirmed Opt-in Email is automatically sent to subscribers upon subscribing to a Double Opt-in Contact List, to confirm their request to subscribe. The Welcome Email is automatically sent to a new subscriber upon joining a Contact List/subscribing to a newsletter. To access courtesy emails, first select Contact Lists from the main toolbar, and then select the Contact List you wish to view these courtesy emails for. Select Manage Emails from the left navigation pane in order to display a list of the courtesy emails. For each available courtesy email, you can: Preview email select the Preview (HTML) or Preview (Text) links to view email Edit email select the Edit Email link for complete customization (using editor) Test email select the Send Test Email link to enter an email address Activate/Deactivate email select the Activate or Deactivate link Change the Opt-in Option for a Contact List You may change the opt-in options for your list at any time. By default, all lists are set as double opt-in. This means that an email is automatically sent to the subscriber to confirm the new subscription. This helps to confirm the email is valid, and the best Contact Lists are those filled with recipient's who have explicitly opted-in to receive your mailings, thus, it is recommended to keep the default option as a double opt-in list. To change the opt-in options, select Contact Lists from the main toolbar, then select the name of the Contact List you wish to change these options for. Select Manage Emails from the left navigation pane. Locate the "Subscription Confirmation Email." Page 32 of 67

If this email has a deactivate link, it is active (this list is currently set to double opt-in). If this email has an activate link, it is not active (this list is currently set to single opt-in). Change the option accordingly by selecting either the activate or deactivate link. Set Sender Name & Email Address The Default Sender is the from name and email address assigned for email campaigns, seen by email recipients of a Contact List. Through the use of Campaign Manager, all emails are sent from this sender (one email address and one name). Although this information is initially entered during the Contact List creation process, it can be changed at any time. To change the Default Sender name and/or email address, first select Contact Lists from the main, upper navigation pane of Campaign Manager, and then select the specific Contact List for which you would like to change the Default Sender. Select Manage Emails from the left navigation pane. Select Set Sender Name and Email Address from the left navigation pane. This will prompt an input form, in which you are required to enter the new sender name and sender email address. To complete this process, select Save. By saving this change, this name and email address will be applied to all future campaigns (for the specific Contact List you have changed the default for). Page 33 of 67

Manage Forms Campaign Manager allows you to add a Subscription Form and Unsubscription Form to your website, and also a Facebook Sign-up Form to your Facebook page. To access, manage, and use these forms, select Contact Lists from the main toolbar. Select the name of the Contact List you wish to manage these forms for. Select Manage Forms from the left navigation pane, to view the forms. Select the Grab HTML Code link to retrieve the code for the selected form, which you can then copy and paste to add the form to your website or Facebook page. Select the Instructions link under the Facebook Sign-up Form to receive installation instructions for this form in four easy steps. Page 34 of 67

Manage Redirections It is important to manage the redirections of your forms, that is, managing the URLs users are sent to when they subscribe or unsubscribe to your mailing list. Select Manage Redirections from the navigation pane of the Manage Forms screen and simply set a default page or copy the appropriate URL into the textbox provided. Delete a Contact List To delete a Contact List, first select Contact Lists from the main, upper navigation pane of Campaign Manager, and then select the specific Contact List for which you would like to delete. Select Delete on the let navigation pane. Campaign Manager will ask you to verify the decision to delete this Contact List as this is a permanent operation. Selecting No regrets I want to delete this contact list will permanently remove this Contact List and all subsequent contacts within it. Page 35 of 67

6.0 CAMPAIGN CREATION Campaign Creation AT A GLANCE: Create and edit a campaign Personalize campaigns Test campaigns DISCOVER: A Campaign Defined Create an Email Campaign Regular, Autoresponder, Recurring, and A/B Split Campaign Advanced Options and Campaign Testing Suspend/Resume Delivery of a Campaign in Progress Reschedule, Unschedule, or Modify a Scheduled Campaign Duplicate or Delete a Campaign Edit a Campaign Add, Reposition, or Remove a Section Edit Content, Insert an Image, QR Code, Map, Links Insert Personalization Fields, Fallback Fields, Merge Fields Customize the Colour Scheme Edit Plain-Text Version, Enter Advanced Editing Mode Perform Preliminary Campaign Tests Revert to a Previous Version (Auto-Save) Export a Campaign List, Manage Campaign Folders Archive a Campaign Navigate this section using the Campaigns tab Page 36 of 67

A Campaign Defined Campaign Manager Version 3.3 Comprehensive User Manual An email campaign is sent to recipients who have opted-in, and is aimed at reaching a specific goal, such as: a monthly newsletter, selling a product, promoting an event, providing promotions or discounted offers the possibilities are endless. Campaigns may have one of the following statuses: Draft The campaign creation process has been initiated and is in the process of being delivered. Scheduled The campaign creation process has been completed and is set to be delivered at the prescheduled time (select unschedule found within a particular campaign to stop delivery). In Progress The campaign is in the process of being delivered by Campaign Manager. Delivered The campaign has been delivered to the subscriber list (you can view reports and statistics once your campaign has been delivered). Archived Campaigns older than 6 months are automatically archived in order to improve system performance. While this information is not available in the application itself, it is available by downloading the campaign data as a.csv file. There are four types of Campaigns you can create: Regular Campaign Most common campaign which is delivered only once, immediately or scheduled for future deployment. Autoresponder Campaign Triggered by a specific event, deployed upon a new subscriber joining a mailing list, or an annual date such as a subscriber s birthday. Recurring Campaign Fully automated, developed, and scheduled for deployment at a desired interval, such as a specific time during the day, week, or month. A/B Split Campaign Used to test various components of your message such as the subject line, sender name/address, and content, to enhance effectiveness of your messages. Page 37 of 67

Create an Email Campaign Campaign Manager Version 3.3 Comprehensive User Manual You have set up your company profile, added users, managed your contacts and now you are ready to create a new email campaign. First, select Campaigns from the main toolbar of Campaign Manager. A list of all current and existing campaigns are displayed. Select Create a Campaign from the left navigation pane, and then choose which type of Campaign you would like to create. Creating a Regular, Autoresponder, or Recurring Campaign follows the same four steps, in which case we will detail these instructions once. Creating an A/B Split Campaign requires one further step, which we will detail these instructions separate from the other three types. Create a Regular, Autoresponder, and Recurring Campaign Select Create a Campaign (according to the desired Campaign type). Step 1: Name and Contact Lists Name your Campaign for future reference (for internal purposes only; your subscribers will not see this) using the textbox provided. Choose which Contact List you would like this Campaign to be delivered to by selecting the appropriate radio button. QUCIK TIP If you wish to return to a previous step at any time, simply use the Campaign Creation (steps) toolbar: Select Next Step at the bottom, right. Page 38 of 67

Step 2: Campaign Details In the first textbox, enter the subject line of your Campaign which will be viewable by all recipients. In the second and third textbox, enter the from name and email address (sender name and email) of your Campaign. This will be viewable in all email clients ensure that this name is recognizable to increase open rates. In the fourth textbox, enter a reply email address (if different from sender email), and all replies will be sent to this email address. Select any necessary Advanced Options (refer to section below) to apply to your Campaign by placing a checkmark in the appropriate boxes, and then select Next Step. Advanced Options (Tracking Tools and Social Media) Advanced options are located below the Campaign Information textboxes in Step 2. Should you wish to not track your campaigns (not recommended), you have the ability to disable tracking (place a checkmark in the checkbox of items you wish to disable) and choose specifically what you do not want to track HTML clicks, Plain Text clicks, and/or opens. Also, if you are using an analytics tool such as Google Analytics, Webtrends or SiteCatalyst on your website, you can choose to apply additional tracking tools to track the traffic generated by your Campaign, linking back to your website (if this is of interest to you place a checkmark in the relevant checkbox). It is also possible to use custom analytics code through this same process. You can also insert a Social Media toolbar into your Campaign which allows recipients to forward or share this Campaign with their friend s via social networks such as Facebook and Twitter. Page 39 of 67

Step 3: Visual/Content Choose a template for your Campaign. Use a default template, or use a template from your Library, both of which you can browse by category, or start with a blank layout. To upload a new template, refer to Add a New Template found on page 15 of this guide. Click on the template s icon to preview it as a larger image, or to select it for use. By selecting a template to use for your Campaign, you are prompted to customize your campaign and add your desired content using Campaign Manager s Editor. QUICK TIP For detailed editing instructions, refer to Edit a Campaign found on page 49 of this guide Once you are completely satisfied with your Campaign, select Preview and Schedule in the top right corner. You can choose a recipient from the drop-down in order to preview your Campaign exactly as your recipients will view it. If you wish to return to the editor, select Go Back to the Editor in the top left corner. If you are ready to send your Campaign, select Schedule and Send in the top right corner and you will be directed to the final step of creating your Campaign. Page 40 of 67

Step 4: Summary Campaign Manager provides you with an overview of your Campaign before delivering it to your recipients. Verify the sender s name/address, subject line, and recipients (Contact List), and tell Campaign Manager when you want your Campaign to be delivered. Regular Campaigns these campaigns are sent only once, in which you can schedule immediate delivery or delivery at a later date by selecting the appropriate radio button, and identifying a specific date and time for delivery. Autoresponders set a trigger to deliver your Campaign (upon a new subscription, or annually on a subscriber s registration date). Specify when you would like this campaign to be delivered by selecting the appropriate radio button choose either Right after sign-up or Every year and specify the desired date and/or time. Recurring set a weekly or monthly date and time to deliver your recurring Campaign, which will automatically deploy itself according to the specified date and time until it reaches the stop date. Select delivery for every week or every month, select which day it will repeatedly be delivered on, select the start and stop date of delivery, and finally, select the time of delivery. Note: Upon sending your campaign immediately, you are redirected to the Campaign detail view in which you can monitor the delivery progress of your campaign. At this time you have the option to suspend the delivery (refer to Suspend/Resume the Delivery of a Campaign In Progress found on page 47 of this guide). Upon scheduling your campaign for a later date, you are also redirected to the Campaign detail view. From this view, you have the option or rescheduling, unscheduling, or modifying the campaign (refer to Reschedule, Unschedule, or Modify a Scheduled Campaign found on page 47 of this guide). Also during this step, Campaign Manager allows you to perform visual test, spam tests or Litmus tests before sending your Campaign (refer to section below). Page 41 of 67

Testing a Campaign Testing your Campaign is an important precaution to take, especially if using a new template. Campaign Manager allows you to perform preview tests, Spam tests, and Litmus tests prior to sending your Campaigns, during the process of creating a Campaign (specifically during the summary stage of Campaign creation OR during editing). To perform a design test or Spam test, select Test Design & Spam with Litmus. Litmus tests are an Add-on (module) that allow you to visually test your Campaign in all major email clients. Litmus also allows you to test your Campaign against all major Spam traps to prevent being tagged as Spam. To preview a Campaign by sending a test, select Send Test Email. Campaign Manager will send your Campaign as a test to a designated email address(es) which you will provide. This will allow you to view the Campaign exactly how your recipients will view it. Select Run a New Test in the right hand corner. Campaign Manager will tell you a new test has been run successfully, and your results will be displayed (the goal is to ensure your Campaign has a spam score below 5.0). If you have already run a test and wish to check the results, select Test Design & Spam with Litmus and you will see a list of all past tests and results. *Litmus Testing is an add-on module, which can be purchased and installed within Marketplace (see page 53). Enter the email address you would like to send a test Campaign to and select Add Recipient. After you have added all desired recipients, select Send Test to complete the process. Note: Another form of testing is against W3C (http://validator.w3.org/). You can certify your website by adhering to standard industry practices. Page 42 of 67

Create an A/B Split Campaign Apart from creating a Regular, Autoresponder, or Recurring Campaign, you can also create an A/B Split Campaign. This campaign is used to test various components of your message (subject line, from name/email address, content) to test the effectiveness of your messages. An A/B Split Campaign sends two variations of a Campaign, one to group A and one to group B the Campaign that receives the most engagement or interaction (clicks, opens, etc.) is considered to be the winning Campaign, and will be sent to the remaining recipients. To create an A/B Split Campaign, first select Campaigns from the main toolbar of Campaign Manager, and then select Create a Campaign icon located next to A/B Split Campaign. Step 1: Name and Contact List Name your Campaign for future reference (for internal purposes only; your subscribers will not see this). Select which Contact List you would like this Campaign to be delivered to by selecting the appropriate radio button then select Next Step. Step 2: Campaign Details Enter the Campaign details for both groups, A and B. In the first textbox, enter the subject line of your Campaign which will be viewable by all recipients. HELPFUL HNT Try using different subject lines or sender names for A and B groups to test the effectiveness of each In the second and third textboxes, enter the from name and email address (sender) of your Campaign which will be viewable in all email clients ensure that this name is recognizable to increase open rates. In the four textbox, enter a reply email address in which all Campaign replies will be sent. Select any Advanced Options (refer to section below) you would like to apply to your Campaign by placing a checkmark in the appropriate boxes. Once complete, select Next Step. Page 43 of 67

Advanced Options (Tracking Tools and Social Media) Advanced options are located below the Campaign Information textboxes in Step 2. Should you not wish to track your campaigns, you have the ability to disable tracking (place a checkmark in the checkbox of items you wish to disable) and choose specifically what you do not want to track HTML clicks, Plain Text clicks, and/or opens. If you would like Campaign Manager to track your Campaign (recommended), DO NOT place a checkmark in these checkboxes, as this will disable tracking features. You can also choose to apply additional tracking tools using Google Analytics, such as WebTrends, to track the traffic of your Campaign (place a checkmark in the checkbox). You can also insert a Social Media toolbar into your Campaign which allows recipients to forward or share this Campaign with their friend s via social networks such as Facebook and Twitter. Step 3: A/B Split Settings First, specify which percentage of the Contact List you would like to test by adjusting the grey slider (move left for a smaller test percentage, move right for a larger test percentage). Second, specify the winning condition. The winning Campaign will be delivered to the remaining recipients. Identify the winning condition, either highest click-rate or highest open-rate by selecting the appropriate radio button. Third, specify how long you would like the test to run before Campaign Manager decides the winning version. Select a time frame between 1 30 hours or 1 30 days (we recommend setting this value to 6 hours). Once complete, select Next Step. Step 4: Visual/Content Choose a template for your Campaign. Use a default template, or use a template from your Library, both of which you can browse by category, or start with a blank template. To upload a new template, refer to Add a New Template found on page 15 of this guide. Page 44 of 67

Click on the template s icon to preview it as a larger image, or to select it for use. By selecting a template to use for your Campaign, you are prompted to customize your campaign and add your desired content using Campaign Manager s editor. Remember, you must create Version A of your Campaign and Version B. Once you complete Version A, select Version B (centre of the toolbar at the top of the page). Your content from Version A is automatically duplicated for Version B change this version of your Campaign as desired. QUICK TIP For detailed editing instructions, refer to Edit a Campaign found on page 49 of this guide. Once you are completely satisfied with both Campaigns, select Preview and Schedule from the top right corner of the toolbar. You can choose a recipient from the drop-down in order to preview your Campaign exactly as your recipients will view it. If you wish to return to the editor, select Go Back to the Editor from the top left corner of the toolbar. If you are ready to send your Campaign, select Schedule and Send from the top right corner of the toolbar and you will be directed to the final step of creating your Campaign. Step 5: Summary Campaign Manager provides you with an overview of your Campaign before delivering it to your recipients. Verify the sender s name/address, subject line, and recipients (Contact List). Specify the delivery time of your Campaign; send your Campaign immediately or schedule delivery for a later date by selecting the appropriate radio button. Should you choose to Schedule this Campaign for Later, you will be prompted to enter the specific time and date you would like Campaign Manager to send your Campaign). Once complete, select Schedule. Note: Upon sending your campaign immediately, you are redirected to the Campaign detail view. At this time you have the option to suspend the delivery (refer to Suspend/Resume the Delivery of a Campaign In Progress found on page 47 of this guide). Upon scheduling your campaign for a later date, you are also redirected to this view, of which you have the option or rescheduling, unscheduling, or modifying the campaign (refer to Reschedule, Unschedule, or Modify a Scheduled Campaign found on page 47 of this guide). Page 45 of 67

Also during this step, Campaign Manager allows you to perform visual tests, spam tests, or Litmus tests before sending your Campaign (refer to section below). Testing a Campaign Testing your Campaign is an important precaution to take, especially if using a new template. Campaign Manager allows you to perform preview tests, Spam tests, and Litmus tests prior to sending your Campaigns, during the process of creating a Campaign (specifically during the summary stage of Campaign creation OR during editing). To perform a design test or Spam test, select Test Design & Spam with Litmus. Litmus tests are an Add-on (module) that allow you to visually test your Campaign in all major email clients. Litmus also allows you to test your Campaign against all major Spam traps to prevent being tagged as Spam. To preview a Campaign by sending a test, select Send Test Email. Campaign Manager will send your Campaign as a test to a designated email address(es) which you will provide. This will allow you to view the Campaign exactly how your recipients will view it. Select Run a New Test in the right hand corner. Campaign Manager will tell you a new test has been run successfully, and your results will be displayed (the goal is to ensure your Campaign has a spam score below 5.0). *Litmus Testing is an add-on module, which can be purchased and installed within Marketplace (see page 53). Enter the email address you would like to send a test Campaign to and select Add Recipient. After you have added all desired recipients, select Send Test to complete the process. Note: Another form of testing is against W3C (http://validator.w3.org/). You can certify your website by adhering to standard industry practices. Page 46 of 67

Suspend/Resume Delivery of a Campaign In Progress Upon choosing to send your campaign immediately during the campaign creation process, Campaign Manager automatically redirects you to the Campaign details view. This view allows you to see a Delivery Progress bar as well as an option to suspend (or resume) the delivery of the campaign in progress before the campaign is sent to all recipients. To suspend the delivery of a campaign in progress, simply select the red Suspend button from this view. This will pause the delivery of the campaign to the remaining recipients. Once a campaign has been suspended, you may resume delivery at a later time by selecting Campaigns from the main toolbar, locating the specific campaign, and selecting the available Resume button. You also have the option to terminate the campaign. Reschedule, Unschedule, or Modify a Scheduled Campaign Upon choosing to schedule your campaign for delivery at a later date, Campaign Manager automatically redirects you to the Campaign details view. This view displays the scheduled date and time for the campaign. You also have the ability to reschedule, edit, or unschedule the campaign from this view. Select Reschedule to change the delivery date and/or time of your campaign. Select Edit to modify the contents of the campaign itself before delivery. Select Unschedule to suspend the delivery of this campaign. Page 47 of 67

Another way to unschedule a campaign is to view Latest Activity (from your Dashboard) and select the Scheduled tab - this will show the scheduled campaigns to be sent in the next 7 days. Simply click on the campaign name and select Unschedule. Another way to reschedule or resume a campaign at a later time is to select Campaigns from the main toolbar. Access the specific campaign and select the available Resume button. Note: All suspended campaigns still count towards your monthly email limit (where applicable) Duplicate or Delete a Campaign To delete a campaign, select Campaigns from the main toolbar to display a list of your current campaigns. Simply locate the campaign you wish to delete and select the Delete link found below the campaign name. Since this is a permanent operation, Campaign Manager will ask you confirm your decision to delete this campaign. Simply select the Delete button. Note: Only campaigns with a draft status can be deleted Duplicating a campaign is very useful in saving you time when creating similar campaigns, such as maintaining the structure of a template across mailings. To duplicate a campaign, select Campaigns from the main toolbar to display a list of your current campaigns. Simply locate the campaign you wish to duplicate and select the Duplicate link found below the campaign name. Campaign Manager will then prompt you to enter a name for the new (duplicated) campaign. Simply enter a name then select the Duplicate button to confirm. You are now ready to edit the new campaign. Note: Campaigns with any status (delivered, in progress, scheduled, draft, archived) can be duplicated Page 48 of 67

Edit a Campaign You have chosen a template for your Campaign and now it s time to completely customize it using Campaign Manager s editor. Hover over the icons to view their purpose. Add, Reposition, or Remove a Section Using Campaign Manager s editor, you can add various types of sections. From left to right: standalone text, standalone image, image on left with text on right, image on right with text on left, text columns, Twitter and Facebook icons, Twitter icon, Facebook icon, QR code, or Google map section. To add a section, choose the appropriate button from the editor. This will automatically add the desired section to the bottom of your template. To reposition the new section within your template, simply hover over the section to prompt the repositioning arrows (displayed in the top, right corner). Simply select the up arrow to move the section up, or select the down arrow to move the section down. To remove the section, simply hover over the section that you wish to remove, to prompt the remove option, and select the trash bin icon (displayed in the top, right corner). Edit Content To edit content, simply hover over the text you wish to edit, and select the edit button. Page 49 of 67

This will prompt an edit text box to the left of the template this is where you can edit content. Make the desired changes then select Save to populate these changes in the template. QUICK TIP Always display your company address, website information, and phone numbers in your template Note: Be wary if copying and pasting content directly from Microsoft Word as formatting is embedded within the text. Although you cannot see this, it appears when pasting it into the editor. To avoid this, copy and paste text from Word unformatted (inserting directly from source code) or copy and paste it into MS-Notepad first. If you prefer working with an external editor such as Dreamweaver, it is possible to copy and paste code directly into Campaign Manager s editor (if using the advanced edit option). Insert an Image To edit an image, simply hover the image you wish to edit and select the edit button. From the left toolbar, choose the appropriate radio button: (1) Upload a file from your computer select Choose File, identify the image to be uploaded, then select Next Step. Page 50 of 67

(2) Paste an image URL copy/paste the image URL into the text box, then select Next Step. (3) Choose from Image Library select Open Library and choose the image you would like in your template by double-clicking it, then select Next Step. By selecting Next Step, you are able to crop and resize your image. Resize the image by dragging the yellow guidelines to the desired dimensions, and zoom in or out on the image using the slider. When finished, select Crop & Resize. Also by selecting Next Step, you are able to add alternative text to your image (alternate, or ALT, text is text associated with an image that conveys information when the image is not available or images are turned off in an email client). Simply enter the alternative text in the text box below Alternative Text. You also have the option of linking an image. Simply enter the URL in the text box below Link this image to. To save all your changes and to populate the template with your image, select Save. Page 51 of 67

Insert a QR Code To edit a QR code, simply over the image you wish to edit and select the edit button. Enter the URL that the QR code will print to, and select Generate to preview the QR code. Select Insert to populate the template with this QR code. Insert a Google Map To edit a Google Map, simply over the map you wish to edit and select the edit button. Enter the address in the text box provided and select Generate to preview the map. Choose the size of the image using the size dropdown (250x250, 200x200, or 150x150). Select Insert to populate the template. Insert Links To insert links into your campaigns, such as: forward this email, subscribe to this list, show email, social media, and so forth, simply choose which links to incorporate from the Links drop-down. Ensure you are in edit mode (editing the content section) and recall that the link will be placed where your cursor is currently located. We also recommend inserting other links into your campaign to incease reader engagement, for subscribes to read related articles, visit your website, or company blog, and so forth. You can do so by selecting the link icon and entering the respective URL (copy/paste). Page 52 of 67

Insert Personalization Fields Personalizing your messages is highly recommended through the use of Personalization Fields such as Hi, [first_name]! in which Campaign Manager will pull information from the customer database to populate this tag with the appropriate name. To enable the use of Personalization Fields, you must first create the desired fields for your contact list (refer to Manage Fields Within Lists on page 27 of this guide). Once the proper fields are in place, they are accessible when editing content in a template, from the Fields drop-down menu. Use your cursor to tell Campaign Manager where you would like to insert each Personalization Field, then select a field to insert. Once are finished editing the respective section s content, select Save. Note: make sure your fields contain data upon testing and delivery, otherwise the tag itself will show in your campaign. Insert Fallback Fields Adding Personalization Fields is a great way to personalize your messages, but what if you don t have complete information about each subscriber and you do not want the fields to appear empty? Fallback Fields are used in conjunction with Personalization Fields (see section above). Fallback Fields are used to populate the field if the data for that field is empty for any subscribers, in the format of [field name, fallback field]. For instance, to add a Personalization Tag to insert the subscriber s first name, the tag would appear as follows: Hello [first_name],. If the data does not contain the first name of a particular subscriber, using a fallback message such as there will prompt Campaign Manager to populate the field with there if a first name is not available (instead of the field remaining empty). Thus, the Fallback Field would appear as follows: Hello [first_name,there],. The result would then be: Hello Anna, or Hello there,. Page 53 of 67

Insert Merge Fields In addition to creating Personalization Fields and Fallback Fields, there are also default Merge Fields available through the Fields drop-down menu in Campaign Manager s editor. This default information originates from account information or information that is automatically included in a Contact List, such as: campaign information, sender information, client information, list information, and actions. Campaign Information The information for these tags comes from the campaign information entered when creating a campaign. The following tag can be used: [SUBJECT] "Hi, This email is regarding [SUBJECT]" Sender Information The information for these tags comes from the details entered when creating a Contact List (to modify this information select: Contact Lists > Manage Emails > Set Sender Name/Email). The following tags can be used: [SENDER_NAME] [SENDER_EMAIL] "This email was sent by [SENDER_NAME]" "For more information, please email [SENDER_EMAIL]" Client Information The information for these tags comes from the details entered when creating an account (to modify this information select: Settings > Company Profile). The following tags can be used: QUICK TIP Use Client Information tags as part of your email footer (mandatory as part of our Terms of Use) [CLIENTS.COMPANY_NAME] [CLIENTS.PROVINCE] [CLIENTS.WEBSITE] [CLIENTS.ADDRESS] [CLIENTS.POSTAL_CODE] [CLIENTS.PHONE] [CLIENTS.CITY] [CLIENTS.COUNTRY] [CLIENTS.FAX] List Information The information for these tags comes from Contact Lists. The following tag can be used: [LISTNAME] "You are receiving this email as you are part of our [LISTNAME] list" Page 54 of 67

Actions These tags allow readers to share your campaign with others, view an HTML email in a browser window and use several subscribe and unsubscribe options. The following tags can be used: QUICK TIP Use Action tags as part of your header or footer [FORWARD] [SUBSCRIBE] [UNSUBSCRIBE] [GLOBAL_UNSUBSCRIBE] [SHOWEMAIL] [SHARE] [CONFIRM_LINK] Allows your readers to forward the campaign to a friend Allows a reader to subscribe to your list - useful for forwarded emails Allows a subscriber to unsubscribe from your list Allows a subscriber to unsubscribe from all lists in your account Allows readers to view an HTML version of the email in a browser (useful when images are not displayed); clicks and opens are tracked Allows the email to be shared by generating a URL (useful for sharing your campaign on websites); clicks and opens are not tracked Used to confirm opt-in when using double opt-in lists (not available for regular campaigns) Customize the Colour Scheme Customize the colour scheme of a template by selecting Change Colours from the editor, and then selecting Edit Colours in the pop-up box. Edit the background, title (heading), link, text, and content background colours by clicking on the appropriate colour bar to display the colour spectrum. Move the arrows on the colour spectrum up and down to select the desired colour. Using the mouse, move the circle icon to hover over the different shades, and select the desired shade for your Campaign. Select Save. Page 55 of 67

Edit Plain-Text Version Most email clients will display your HTML email, but for the few that do not have this capability, your email will be displayed as plain-text. In the editor, select the arrow to expand the section: Edit plaintext version and select Edit plaintext version. HELPFUL HINT It is an email marketing best practice to send both an HTML and plain-text version of a campaign so as to improve deliverability and open rates This will prompt a textbox in which you can enter the contents of your plain-text email, or select Generate from HTML and Campaign Manager will automatically pull the content from your template. If you chose to generate the plain-text version from HTML, it is important to spend some time cleaning up the message so as to remove unnecessary words or symbols; this message should be as clean and simple as possible. Once complete, select Save. QUICK TIP Enter Advanced Editing Mode This is recommended for advanced users entering Advanced Editing allows you to view/edit the HTML source code, as well as edit email campaigns in the WYSIWYG mode (shown below). Once you switch to either advanced editing mode, you are not able to return to Campaign Manager s editor In the editor, select the arrow to expand the section: Enter advanced editing mode and select Edit HTML source or Edit in WYSIWYG as desired. If you are an advanced user and would like to work in HTML only, select the checkbox to make this the default for this particular campaign. Page 56 of 67

Perform Preliminary Campaign Tests Campaign Manager Version 3.3 Comprehensive User Manual In the editor, select the arrow to expand the section: Test your campaign. Select Send a test email to send a test email to a designated email address, such as your own email address, to view the campaign in an email client. Select Add a new recipient, enter an email address in the textbox then select Add this recipient. Select the checkbox beside the appropriate email address then select Send and Campaign Manager will send a test email to this contact. Select Test with SpamAssassin to test the quality of your email content. Select Run Spam Test and your results will be displayed momentarily. When finished viewing the results, select Close. Revert to a Previous Version (Auto-Save) Campaign Manager has an auto-save feature that saves your campaign editing progress every minute when changes are made. You can also save your progress manually at any time by selecting Save. Because of this feature, you can also browse and revert back to previous versions that have been saved. Select Browse previous versions to view a list of previously saved versions. Simply select Restore to revert back to editing a previous version or continue editing your current version. Page 57 of 67

Export a Campaign List Campaign Manager allows you to export campaign list details as a.csv file to keep this data for your own records/to make your own data records. First, select Campaigns from the main toolbar of Campaign Manager, then select Export Campaign List as CSV from the left navigation pane. Your download will begin automatically. Manage Campaign Folders To view and manage your campaign folders, select Campaigns from the main toolbar of Campaign Manager, then select Manage Folders from the let navigation pane. Here, you are able to view all your folders, categorized by Active and Closed. Rename a folder by selecting the Rename link, you can move a folder to the Closed category by selecting the Mark as Closed link, or you can delete a folder by selecting the Delete link. You can also view the campaigns within a given folder by selecting the Campaigns link. Create a New Campaign Folder To create a new campaign folder, simply select Create a Folder. This will prompt a textbox in which you are required to enter the name of the new folder. Once complete, select Create. Export Campaign Folder List Campaign Manager allows you to export campaign folder data as a.csv file. Select Export Folders List as a CSV from the left navigation pane and your download will begin automatically. Page 58 of 67

Archive a Campaign Terms to know when managing your campaigns: Organize - you can organize your campaigns by placing them in folders, based on categories, dates, themes, or any other desired classification Close - you can archive (close) a folder with a group of delivered campaigns by placing them in the Closed folder Delete - only campaigns with a draft status can be deleted; delivered campaigns cannot be deleted but you can archive these campaigns by placing them in the Closed folder If you haven t already done so, you need to place all the campaigns you wish to archive into one folder (refer to Create a New Campaign Folder found on page 58 of this guide). If you already have a folder containing the campaigns you wish to archive, first select Campaigns from the main toolbar of Campaign Manager, then select Manage Folders from the left navigation pane. A list of your Active and Closed folders is displayed. Locate the folder name which contains the campaigns you wish to archive, and select the Mark as Closed link below the folder name. When a folder is closed, the campaigns in the folder will no longer be listed in the campaign list. Campaign Manager will ask you to confirm your action to mark this folder as closed. Simply select Mark as Closed to confirm your decision. This folder will then be moved under the category Closed. You may reactivate a Closed folder at any time simply by selecting the Mark as Active link below the folder name, and the folder will then be moved under the category Active. Page 59 of 67

7.0 DETAILED REPORTING & STATISTICS C AT A GLANCE: Campaign insights Overall campaign performance Individual campaign performance Detailed campaign reporting DISCOVER: Statistical Overview of Campaign Portfolio Statistical Overview of Individual Campaign Performance Detailed Campaign Reporting View Campaign Snapshots Campaign Heatmap (Click Activity) View Detailed Statistics Navigate this section using the Campaigns tab Page 60 of 67

Statistical Overview of Campaign Portfolio Select Campaigns from the main toolbar of Campaign Manager. A statistical overview of Campaign activity is displayed including: the number of Campaigns sent, number of emails sent, the average open rate, and average click rate. These statistics represent all delivered campaigns. Statistical Overview of Individual Campaign Performance Select Campaigns from the main toolbar of Campaign Manager. A comprehensive list of all Campaigns is displayed along with an overview of some snapshot statistics for each campaign including: the open rate, click rate, and bounce rate. From this view, Campaigns can be sorted by status (delivered, scheduled, in progress, draft, suspended) simply by using the Status: drop-down menu. You can also use the Advanced Filtering function to search through your campaign folders, and sort the results accordingly. Finally, you can use the search box to enter a keyword or campaign name. Page 61 of 67

Detailed Campaign Reporting Campaign Manager Version 3.3 Comprehensive User Manual Campaign Manager provides detailed reporting for all delivered campaigns. Select Campaigns from the main toolbar of Campaign Manager then select the name of the Campaign you wish to view detailed reports and performance statistics for. The Campaign view displays: An image of the Campaign itself (click to preview the image larger) A graphical representation of open rates and click rates in real time Specific Statistics and Percentages (emails sent, open rates, click rates, emails bounced, spam complaints, and unsubscribed Social Media Statistics (Facebook shares, Campaign tweets, and email forwards) Link Activity, which identifies which links were clicked and at what frequency Page 62 of 67

Also from this Campaign view, using the left navigation pane, you can view campaign snapshots, view detailed statistics, rename the campaign, move the campaign to a folder, or duplicate the campaign. View Campaign Snapshots Select Campaigns from the main toolbar of Campaign Manager to display a list of all Campaigns. Select the name of the Campaign you wish to view a snapshot for. Select View Campaign Snapshot from the left navigation pane. Using the appropriate tabs (located above the campaign image), select either: View Original (HTML), View Heatmap, or View Text Version, to display the campaign preview accordingly. Campaign Heatmap (Click Activity) A heatmap is a visual representation of click activity where and what your readers are clicking on. A circle with different colored rings, ranging from violet to red, shows where readers clicked within the campaign. The colour of the circle itself depicts the frequency of which a specific link/image was clicked. In other words, the more times a link/image is clicked, the warmer the colour red (violet, blue, green, yellow, orange, red). From this view, you can download a campaign snapshot by selecting Download Campaign Snapshot from the left navigation pane and select which visual (normal or heatmap) you wish to download. Page 63 of 67

View Detailed Statistics Select Campaigns from the main toolbar of Campaign Manager to display a list of all Campaigns. Select the name of the Campaign you wish to view detailed statistics for. Select View Detailed Statistics from the left navigation pane. Using the appropriate tabs, view the recipients who: opened the email, did not open the email, unsubscribed, clicked, and forwarded, and also view which email addresses the campaign was sent to and which emails bounced (use the drop-down to filter the different types of bounces). To export these statistics, select Export the Statistics from the left navigation pane and your.csv file download will begin automatically. QUICK TIP Detailed Statistics Shortcut: From the Campaign View (Campaigns tab > select a Campaign), hover your mouse over the statistics in the white boxes to prompt a blue view stats button. Selecting this button will bring you to the same page you see above (detailed statistics) Page 64 of 67

8.0 DASHBOARD View Account Dashboard Campaign Manager provides secure, real-time, and web-based reporting, compiled into one central viewing location, known as Dashboard. It is easier and faster to understand the details of your overall Campaign and account performance, viewed in an intuitive graphical interface. To visit Dashboard, select Dashboard from the main toolbar of Campaign Manager. Dashboard provides an overview of all Campaign performance including: QUICK TIP Latest Campaign Activity View a list of your latest Campaign activity, delivered, scheduled, and sending. View statistics or click on the thumbnail to view the campaign. To view detailed statistics for recent Campaigns from Dashboard, select the name of the Campaign to view Campaign specifics, details, and stats Statistics View snapshot statistics of recent campaigns (clicks, opens, bounces) or click on the name of the campaign to view detailed statistics. Performance Over Time Track overall performance for all Campaign activity up to the last three months. Keep in mind these statistics include all system emails such as welcome emails. Account Usage Track your monthly mailing activities against your monthly mailing limit and contact limit. As you approach your limit you will be prompted to upgrade your account if necessary. Page 65 of 67

9.0 MARKETPLACE Manage Account Modules Campaign Manager Version 3.3 Comprehensive User Manual Campaign Manager s Marketplace is an environment where administrators can manage the Add-ons (Modules) for all client accounts. Marketplace is analogous with the idea of managing applications (apps) all in one central location. In this case, you can browse all Add-ons or modules, manage Add-ons, and install or uninstall Add-ons. To visit Marketplace, select Marketplace from the main toolbar of Campaign Manager. Page 66 of 67

Some Add-ons in the Marketplace are free of charge, while others are either pay-per-use or pay-per-month. To learn more about a particular Add-on, select Add-on Details for the respective Add-on you wish to view. A pop-up will be displayed outlining specific details such as a description, category, version, release date, last update, and support languages. If you wish to install or uninstall an Add-on, select Add-on Details for the respective Add-on. Select Install or Uninstall located at the top, right of the details page. Using the left navigation pane, browse: All Add-ons Enterprise, Import, Testing, and Tracking extensions Free Add-ons Enterprise and Import extensions New Releases Newly released extensions Most Popular Most frequently used extensions Super-Administrators (Administrators managing multiple clients under the main account) have the ability to add user permissions to the account to restrict or provide access to Marketplace. To add or change these user permissions, refer to Change User Permissions found on page 8 of this guide. Page 67 of 67