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Archive for the ‘email’ Category

Email on the Road

I just got back from a short vacation and am getting back to normal – except normal around here is chaos just about every where else.

Of course, emails come whether you are on holidays or not. To deal with them I created a new Google gMail account and forwarded all my email there. gMail has an easy filter setup – so I was able to filter out all my standard emails, such as newsletters, and have only those from clients and the occasional SPAM left in the Inbox.

You maybe maybe wondering why I didn’t use my company’s webmail. I am paranoid!!

Like most of you, I use a laptop (in my case netbook) to connect through public ‘hot spots’. They have become so common that most of us take them for granted. However, they all have one major flaw – they aren’t secure.

While some webmail login pages are sort of secure – many are not. To check your webmail go to the login page and see if it says http or https in the location bar or look for the padlock icon at the bottom of the browser. Our webmail service uses https – but many don’t.

We have all come to believe that the lock icon and https means we have a secure connection. In most cases that is true. ISPs and other legitimate businesses handling Internet traffic go to great lengths to maintain the security of that connection. However, any time you go through a third party’s server you risk what is called a ‘man in the middle’ attack.

The easiest way to break any security encryption is to have an encrypted and plain text version of the same message. The more text, the easier it is to crack the code. In the case of your connection at "Joe Blog’s Coffee Shop" (the man in the middle) both the plain text version and encrypted versions of the login page are available to Joe’s server. Is the text on a login page enough to make it easy to crack the code? – Yes but it would take a while. But, like I said, I am paranoid!!

Why, is the gMail login more secure, after all it has more text? The text is not always the same – the little counter that indicates the amount of free space available makes the code harder to crack. Also, I deleted that account once I got back from my vacation.

BTW: Banks are the worst offenders for having plain text information on a https server. NEVER log into you bank from a public ‘hot spot’.

 

Take Business Email Seriously

Email has been in the news recently for more than just SPAM.

The biggest news item was VP candidate Sarah Palin’s use of Yahoo Mail for government business. Apparently, the email account was not breached by any high level hacker attack, but by a weakness in the Yahoo Password Reset.

The other, not a well know, was at the media agency Carat. In that case a private email intended for senior managers was sent to all employees. The email detailed layoffs and ‘talking points’ of how to deal with clients.

Both these cases high light problems with human side of email. In the first case, Palin either chose to ignore, or wasn’t aware of, rules for use of email for government business. And, like most people, wasn’t fully aware of how insecure email is.

In the second case, it appears structures were not in place to prevent this type of error. While the HR VP is taking the heat for the error, clearly the IT department deserves some of the blame for not disabling the “Reply All” option.

Email is, in many respects like sending a digital postcard. Any server handling the email can read, copy or scan (thats the NSA for you conspiracy buffs) your email. Your server mailbox is like your post office mailbox, anyone with the key can access it. Except, online, they can keep trying keys until the find one that fits. Or, as is suspected in Sarah Palin’s case, have a new key sent to them.

We all use email every day in our business. And, in most cases we don’t understand the technology behind it. It is up to each company to develop their rules for the use of email. They must also clearly explain the reason for these rules if they expect people to follow them.

 

Test – Test and Test Again

We just finished a presentation for potential client. They wanted to upgrade their existing website.

As part of the preparation we checked out everything on their existing sites. Among the items we checked was their contact form.

At the presentation I remarked that they needed to improve their ‘back end’ since after 5 days, I still hadn’t received a reply to the contact form I submitted. This, of course got the attention of the Marketing Director. She went to the person who handles the replies to the contact forms and she said she had replied to my contact.

It could have all ended right there. They would have thought I didn’t know what I was talking about. And, I would have wondered why I never heard from them again.

But it didn’t end there. It turns out the person handling the email contacts is very conscientious and pretty smart. She sent me a follow up email using her personal account.

By doing so we found the email account used to respond to online contacts wasn’t working. And, I looked like a hero. (albeit a small one)

Two things that every business MUST remember.

First – Never assume your site is working properly just because you don’t get any error reports. Test – test and test again.

Second – Always get good staff.

 

Marketing With White Papers

One of our services at TIMR is custom programming. Recently I was asked to write a simple auto responder that would send a link to download a White Paper on a clients product. Fairly, straight forward until I asked the obvious question, “How will you be storing the email addresses?”. To my surprise the answer was “We aren’t storing that information.”

Since we were only sub-contracting the programming I didn’t pursue this any further.

White Papers and other download-able material are great ideas for a number of reasons. Since they involve a “Call to Action” they can be used test the effectiveness of a page. Set up a split run, ( Show visitors different versions of the page.) to test things such as copy, link placement, colours, etc. This information can be used to improve the pages conversion rate. (How many visitors actually download the item.)

Sending a link to the download-able material adds a whole new level of value.

It gives you that all important contact information. The visitor has moved from a ‘cold’ to ‘warm’ contact. This is someone who is interested in your product. Information gathering begins when they request a link to download the information. At this point you should be capturing not only their email address, but also their location.

Capturing their location can either be done in software for general location. Or, by asking for a zip code or postal code for more detailed information.

Your contact form should include a check box that lets the user ‘opt-in’ to receive more information. Don’t be overly aggressive. Some sites will block the download if the visitor doesn’t ‘opt-in’. That tends to drive away potential clients.

Finally, the link that you send to the visitor should include a tracking code. This will let you see if the person actually completes the transaction.

White Papers and download-able brochures are great ways of retaining contact with potential customers. Using them properly can greatly improve your sites value.

 
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