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HOME • MANAGE SUBSCRIPTIONS • MEDIA KIT
How Do We Reach The Non-Listeners?
by Loren McDonald, Wednesday, August 15, 2007, 12:00 PM

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I don't know about the rest of you, but I have been enjoying the discussion about email and its future ignited by recent debates among some of the titans in our industry. But now it's time to ask what more we can do to spread the word to people who are still using email marketing like it's 1999.

That's essentially the question posed by Mark Brownlow, always the voice of reason with his Email Marketing Reports blog and newsletter, in his reply to my column about who is hurting email marketing's reputation and brand.

"I wonder if we're not all preaching to the converted, and the people who need to get the message aren't even seeing it," he asked. Read his full comment here.

That's the crux: How do we get the word out to those who don't follow industry thinking, or to an even tougher bunch: the resolutely unconverted --those who know the right thing to do but can't or won't change their business methods?

I came up with four strategies that could help us move the discussion out of our closed industry insider world and out to the people who need to hear and act on it in order to keep email in the forefront of marketing media.

Get your own house in order. This is key. We can't talk to anyone about upgrading their email marketing practices if we aren't implementing even the most basic ones like permission, authentication, relevance and respect for the subscriber. Raise your own standards, and perhaps others will begin to notice and listen a bit more intently.

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Reach out to others. What are we doing to get our message out to the people who use email marketing but don't necessarily read industry newsletters, blogs or discussion groups? Hard to imagine there are those who don't wait every week for their Email Insider enewsletters, but we need to go beyond those folks to take the discussion to people in their home turf.

Are we searching out the leading industry publications in non-email markets and offering to provide thoughtful action-oriented content to get them thinking?

We also need to consider where today's email marketers are getting their training and lobby post-secondary business schools to include the subject, along with best practices, in their marketing class curricula. Also, those who come into the business from another marketing venue or even from outside might have little or no email experience, so we need to go where they are to preach the word.

Finally, we need to remember that marketers don't operate in a vacuum. We need their affiliated staff, especially IT departments and their superiors to understand how email is different, how it delivers the greatest ROI, and to support it.

Fire the recalcitrant client. This might be the toughest one of all because nobody likes to turn away a paying customer. But those of us in the email management field have all seen our share of clients who balk at playing the game by our best-practice rules. At some point however, the bad clients will end up damaging your own business.

Keep the door open. Hard as it is for me to accept, I know there will be some who think they will never have to buy into the best-practice model, whether it's because they are permanently out of the loop or because they are seeing decent ROI now. I'm not calling for a public flogging of these people, nor would I make them wear a bright red S for "spammer."

However, the industry is maturing, and the bar is rising higher and higher thanks to technical issues like the need for authentication and maintaining a solid sender reputation. Those who don't keep up with the changes will find themselves on the wrong side of the door eventually.

We need to be ready to help them out when they do finally come for advice. That's why we should not abandon the discussion over basic best practices just yet.

Ideas, anyone? How should we best reach out to those who know better but don't act -- and to those who just aren't listening? Would love to hear your thoughts.

1 person recommends this article. 

3 comments on "How Do We Reach The Non-Listeners?"

  1. Hannah Paramore from Paramore|Redd Online Marketing
    commented on: August 15, 2007 at 11:18 PM
    This is a good discussion especially the cliff hanger about keeping the door open. When a potential/current customer is ready to change their ways - or start emailing finally - there aren't a ton of options for verifying an old database and getting a large number of people to really opt in rather than just not opting out. We have had pretty good luck using 3rd party verification services recently, but still have to take a Xanax before sending that first email for a new customer on our IP address. In the strictest sense email validation services, email change of address services, and email append services are not in tune with best practices. Seems the ONLY way to really adhere to best practices is to zero-base a list and start from scratch. NOT a realistic answer for most customers. And while I'm all for supporting best practices it appears to me that the ESPs who only allow 1 spam complaint for every 5,000 emails sent are looking out for THEIR best interest, not mine as their customer and certainly not our customer's customers. I'd like to see a little bit of a chill out in the industry. We're trying to sell something - not save lives.

  2. Maurene Caplan Grey from Grey Consulting
    commented on: August 15, 2007 at 1:55 PM
    "Finally, we need to remember that marketers don’t operate in a vacuum. We need their affiliated staff, especially IT departments and their superiors to understand how email is different, how it delivers the greatest ROI, and to support it."

    So very true. IT normally views email as an enterprise communicative application ... and a legacy, though widely used, application. For IT to understand email marketing requires education. Make one friend in IT -- a liberal thinker and social person, rather than only a pragmatic technologist. Use a viral marketing approach to educate IT and other significant influencers.

    ------------------------ "... there will be some who think they will never have to buy into the best-practice model, whether it’s because they are permanently out of the loop or because they are seeing decent ROI now."

    Your biggest critics can become your strongest advocates. Who is to say whose "best practice model" is best? Listen to and learn from what critics have to say. Could turn into a best practice refinement -- and everyone wins.

  3. Rafael Cosentino from Congoo Inc.
    commented on: August 15, 2007 at 1:54 PM
    If you are a professional, there is such deluge of emails that come in. I get friend invites from social networks, recruiter pitches, vendor pitches, customer suggestions and complaints, virus warnings, newsletter subscriptions and more and that’s just the beginning. Its no wonder the signal to noise ratio is so low….the fact is that I can delete my entire inbox and it will probably not be the end of my business....or even matter one bit. As a matter of habit I do delete my entire inbox about every 3 weeks. I find that it keeps the mind clean! As far as getting through to your target audience, try telemarketing.

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LOREN MCDONALD
  • Loren McDonald is vice president of industry relations for Silverpop, a leading provider of engagement marketing solutions for both BtoC and BtoB marketers.


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