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Communicating with Subscribers - Newsletter Subscriptions
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Darren
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Joined: 11/07/2002 14:36:40
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PostPosted: Thu Sep 17, 2009 7:08 pm    Post subject: Reply with quote

M8TJT wrote:
No we don't. It's your fault. Very Happy
Paranoia rules. OK Shocked

Trust me, after the day I've had my humour is long gone.

I've had a pin in my leg causing so much pain that I very nearly cut the leg off. Two doses of morphine didn't manage to numb it and only now has it eased off to 'hurts like hell' from the 'shoot me' it has been all day!

So on top of that, idiots moaning because they don't read Ts & Cs are the last think I need or want.
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253
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PostPosted: Thu Sep 17, 2009 7:09 pm    Post subject: Reply with quote

Darren, I have a feeling this is going to be one of the occasions where you'll be dammed if you do, and dammed if you don't.

At the end of the day you want to manage this site as best as possible to everyones advantage - staff, active members/non active/contributors etc etc.

If there is a section that needs to be contacted to inform them of whatever - then I believe you should go ahead and use the most convenient method for you.

Like you say, it's not as if you are going to send them emails every day until they give in and sign up.
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Privateer
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PostPosted: Thu Sep 17, 2009 7:24 pm    Post subject: Reply with quote

Darren,

Firstly I'd think about changing the Ts&Cs (as already mentioned) so that when people (re)subscribe to the DB they automatically opt in to receive both the newsletter and any emergency bulletins. They should have the ability to opt out though.

Secondly the subscribers userid/name must have a genuine and non-disposable email address that they check on a regular basis.

Thirdly, can you automatically record when people download the database and for what SatNav type and update a database. So in an emergency with a problem file for a certain type of SatNav you should have a current list of subscribers and their email addresses.

Regards,
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Darren
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PostPosted: Thu Sep 17, 2009 7:28 pm    Post subject: Reply with quote

Privateer wrote:
Firstly I'd think about changing the Ts&Cs (as already mentioned) so that when people (re)subscribe to the DB they automatically opt in to receive both the newsletter and any emergency bulletins. They should have the ability to opt out though.

Yup
Quote:
Secondly the subscribers userid/name must have a genuine and non-disposable email address that they check on a regular basis.

Although we can require it in the Ts & Cs it's impossible to police.
Quote:
Thirdly, can you automatically record when people download the database and for what SatNav type and update a database. So in an emergency with a problem file for a certain type of SatNav you should have a current list of subscribers and their email addresses.

We log downloads but as I said, the mass mail system is separate to our forum records.

Plenty to dwell on though so thanks all, let me calm down and ponder it Wink
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Pocketgps
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PostPosted: Thu Sep 17, 2009 7:30 pm    Post subject: Reply with quote

I presume that you send a confirmation email when a new member joins.

This could surley contain the information about opt in/opt out and why it is important to receive the news letter each week.

I think that people will read a confirmation email when they join, as at that stage they want to know their membership has gone through okay so will take a few moments to read it.

Just needs to be brief and to the point for the message you want to get across Laughing
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Darren
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PostPosted: Thu Sep 17, 2009 7:39 pm    Post subject: Reply with quote

Sadly they don't.

When new users subscribe they enter their chosen username and personal details and then get sent to the payment page.

For one reason or another some don't complete that bit but they will still get the registration email with their user details on as that has already been dispatched.

The new user email clearly says that if they did not complete payment then the login will not work and that if they didn't complete payment then they need to contact us for assistance.

And yet we get dozens who email us complaining that they have just registered and they're username/password doesn't work and why not! No mention of the email or better still they quote it yet still the penny doesn't drop! How hard can it be!

Sometimes you wonder how these people managed to log on to their PC and get email in the first place!
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MaFt
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PostPosted: Thu Sep 17, 2009 8:13 pm    Post subject: Reply with quote

Privateer wrote:
Secondly the subscribers userid/name must have a genuine and non-disposable email address that they check on a regular basis.


i preusme by this you mean no gmail, hotmail, ymail etc etc? i know a tonne of people who use these for, usually, 1 of 2 reasons:

1) they are unaware of their isp offering free email address and these are the only ones they know of

2) they are fully aware of isp's emails BUT prefer the ease of use to be able to check emails at work, home, school/college without having to wait until they get home to fire up their email client.

blocking these addreses would be a bad move!

MaFt
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BigPerk
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PostPosted: Thu Sep 17, 2009 9:40 pm    Post subject: Reply with quote

Hi Darren; Namby Pamby Bigperk here Wink .

I assume you send the email before payment because the system forces you to? Clearly some people just will not be spoon fed, however careful you are (like hoping a baby will spoon feed itself). So there will ALWAYS be some people winding you up and making your leg ache more however hard you try (and the harder you try, the more aggravating they are!).

You can only hope to reduce that number, with whatever ideas suggested seem most practical AND cost-effective, and have some fairly standard reply as a last resort, referring them to whatever information/emails/alerts/T&Cs you have implemented.

A couple of thoughts I have are (a) whether a README/HELP file could be incorporated with the file download with the info (could it be made to open automatically?); (b) whether when someone registers, you could make checking the T&Cs mandatory (ie a confirmation box which is only selectable once they have at least moved the cursor in the T&Cs), as some software downloads do now.

It seems that your best bet would be to implement a few of the most practical/'cheap' suggestions, in the hope of reducing the moronic fringe to some level below 5% and then have some standard speel you can send them when they start bleating (and not to take them too seriously, otherwise you'll have a nervous breakdown before you are running again).

Sorry to hear you've had a bad day by the way. Hope tomorrow's better.

Cheers,

David
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erniew
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PostPosted: Fri Sep 18, 2009 6:12 pm    Post subject: email alerts Reply with quote

Hi Darren

from my point of view i rank as a casual user of the database. so that when i am at home driving the roads i always drive i dont bother to update the speed camera database so often as i know exactly where the cameras are.

However when i am travelling away from home i want every update that is available to be as accurate as possible, i woulde be happy to recieve a newsflash email telling me that there is a problem as that is just the time you get caught out.

Would it be possible to email just the people who have donloaded the database that has a problem
As you say it will have an opt out, so i cant see the problem

thanks

erniew
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mike170469
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Joined: Mar 02, 2006
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Location: Liverpool, UK

PostPosted: Fri Sep 18, 2009 6:40 pm    Post subject: Reply with quote

I think it's a good idea to have the opt. Out. The service alart is also good
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Darren
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PostPosted: Fri Sep 18, 2009 6:48 pm    Post subject: Reply with quote

Things have moved on now. Firstly apologies for my mood last night. Some of you will know I'm in the middle of complex and painful surgery to my leg and yesterday was a very bad day pain wise!

Today it's very much better and my mood is correspondingly calmer!

On the communication issue, we have now found a method of adding those subscribers to the speedcams who don'r receive the Newsletter to our mailing service so we can send them a separate email notifying them of important issues and updates to the speedcam service.

Early next week we will send them an email (not a Newsletter) summarising the issues we want to communicate, specifically the recurring payment matter and some other issues all of which have been covered in recent weeks in the Newsletter.

I'll also encourage them to sign-up to the Newsletter but at least we now have a method of talking to all the subscribers, be that via the Newsletter or via this separate route.

So problem solved Clap
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DennisN
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PostPosted: Fri Sep 18, 2009 9:24 pm    Post subject: Reply with quote

As a committed northern scrooge, may I point out a small item of possible interest.

You and all the other mentions talk about subscribe to the newsletter. It would be very easy for the likes of me to think this means pay for it (we subscribe £20 a year for the cameras). On the grounds that whilst the newsletter is interesting, it is not sufficiently compelling reading for me to pay for it, I would never click the "Subscribe Now" button. Maybe there are a few other Yorkshiremen out there?

Maybe you should consider re-titling that box "Get your free weekly newsletter here."
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tigerbear
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Posts: 28

PostPosted: Sat Sep 19, 2009 9:33 am    Post subject: newsletter etc Reply with quote

Hi Guys...
No problem from me either... but then I do have GPS world as my home page so i see all the news every time I open explorer... and ONE day I SHALL find a new camera.. hahahaha

Many thanks to all here for making this a good community..

Steve aka Tigerbear.. Stockton on tees
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Darren
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Location: Hampshire, UK

PostPosted: Sat Sep 19, 2009 10:49 am    Post subject: Reply with quote

DennisN wrote:
You and all the other mentions talk about subscribe to the newsletter. It would be very easy for the likes of me to think this means pay for it (we subscribe £20 a year for the cameras). On the grounds that whilst the newsletter is interesting, it is not sufficiently compelling reading for me to pay for it, I would never click the "Subscribe Now" button. Maybe there are a few other Yorkshiremen out there?

Maybe you should consider re-titling that box "Get your free weekly newsletter here."

Dennis, that's a very good point. I will see if we can edit that so that it is clear it is a FREE service with no catches.
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RobBrady
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PostPosted: Sat Sep 19, 2009 12:35 pm    Post subject: Reply with quote

Thanks Dennis, I've replaced it with an older version. I think the older, correct version must have been overlaid by accident!
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