What happens if recipients opt out of future emails?

Steve MacLaughlin

Tina Gorski-Strong

Does this only update when the user has Supervisor rights?

Chris Martin

Yes, that's correct Tina.

Chris Martin

Sorry Tina...I have a slight correction to make. The Online Express user doesn't have to have RE supervisor privileges. But they do need rights to edit constituent records.

Matthew Garbarino

A recent update has changed the functionality around how opt-outs are displayed in The Raisers Edge. BBOX will no longer check the "Requests no email" box on the constituent record. Instead, you can see the unsubscribe data when you use the new "Send this data to RE" feature in the email stats. Some details about this improvement:



-If one email address opts out, other email addresses on that record may still receive email. For example, someone may want to unsubscribe their work email address, but still receive messages at home. This is now possible.



-The opt-out data contains more information, including the date when using the "Send this data to RE" feature. This provides better spam compliance information.



-BBOX still honors the "Requests no email" check box, so any records with that box selected will not receive email communications from Online Express.



-BBOX automatically honors opt-outs without any extra work. Even if you don't use the "Send this data to RE" feature - we still automatically keep track of unsubscribes and will not send that email address any messages.

Melissa McKinnon

When someone opts out, could we get it to where the "DNC" box is checked in the constituent record (instead of the "Requests No Email" at the bottom of the constituent record or nothing).



Since the new change, it seems like we have to go in manually to flag the individual email address as unsubscribed.



Thanks.

Matthew Garbarino

Melissa tmp:
When someone opts out, could we get it to where the "DNC" box is checked in the constituent record (instead of the "Requests No Email" at the bottom of the constituent record or nothing).



Since the new change, it seems like we have to go in manually to flag the individual email address as unsubscribed.



Thanks.

Hi Melissa. We could look into selecting the "DNC" box to the appropriate email addresses. We originally decided against it because it may look like that person does not wish to ever be contacted at that email address, which isn't necessarily the case. They may not wish to receive the email newsletter anymore, but they may be perfectly happy to receive a personalized email from a fundraiser - and there wouldn't be an easy way to tell the difference with the "DNC" box alone.



Instead we took advantage of the "Send this data to RE" feature which lets you automatically add more detail around the unsubscribe.



All of that said, it is something we may reconsider depending on the feedback we receive.

Melissa McKinnon

Melissa tmp:
When someone opts out, could we get it to where the "DNC" box is checked in the constituent record (instead of the "Requests No Email" at the bottom of the constituent record or nothing).



Since the new change, it seems like we have to go in manually to flag the individual email address as unsubscribed.



Thanks.

Maybe add an "opt-out" checkbox next to DNC in RE??

Steve MacLaughlin

When recipients click the Unsubscribe link in a message, we log their communication preference so they do not receive future emails.



The next time a user with Supervisor rights accesses Online Express, the constituent records update to have the Requests no email checkbox selected.

Anna Lehn

Hello - 



I agree. I want to be able to easily tell on the donor's record that they will not be receiving emails I sent through Online Express. Right now looking at someone's record I would see that "Requests No Email" isn't checked and expect them to get the email.



I need a way to know this happens and a way to undo it if a donor changes their mind.



Anna

Chris Martin

We agree that it makes sense to add a new, first-class data element that indicates whether a constituent has opted out of receiving marketing emails from your organization.



Today, if you use the Add Data to RE feature from the Online Express email stats screen, then the "opted out" status is shown on the Constituent record on the appeals tab.



But we definitely see additional value in being able to see it more directly (like you can currently see the DNC field). We have plans to expand the capabilities around email signups with Online Express in RE NXT (like possibly adding topic-based opt-ins / opt-outs) and we'll definitely look at this request as we're doing that work.

Laurie Marrs

Steve MacLaughlin:

When recipients click the Unsubscribe link in a message, we log their communication preference so they do not receive future emails.



The next time a user with Supervisor rights accesses Online Express, the constituent records update to have the Requests no email checkbox selected.

 

Laurie Marrs

Laurie Marrs:

Steve MacLaughlin:

When recipients click the Unsubscribe link in a message, we log their communication preference so they do not receive future emails.



The next time a user with Supervisor rights accesses Online Express, the constituent records update to have the Requests no email checkbox selected.

 

 

Steve - I have been told differently about how OLX handles opt outs and that the 'Requests no Email' box is no longer used. I have supervisor rights and handle adding the OLX info to RE. I've just checked several records from people who have opted out of our emails and the 'Requests no Email' box is not checked and the appeal does show they have opted out.



We have not added the signup form to our website for people to opt back in to our OLX emails as our webmaster is concerned that there is no security question that can be added to the signup form. We receive a lot of spam signups without a security question. Is this a feature that can be added asap?



thanks, Laurie

Tina Gorski-Strong

Since the current opt-out is all or nothing, how are schools handling this?  For example, a parent who may click opt-out when receiving an event email will no longer receive our weekly parent newsletters.  

What is the timeline for new features related to this?  And, is it only on the NXT version?

Thanks

Tina

Tina Gorski-Strong

Chris Martin:

We agree that it makes sense to add a new, first-class data element that indicates whether a constituent has opted out of receiving marketing emails from your organization.



Today, if you use the Add Data to RE feature from the Online Express email stats screen, then the "opted out" status is shown on the Constituent record on the appeals tab.



But we definitely see additional value in being able to see it more directly (like you can currently see the DNC field). We have plans to expand the capabilities around email signups with Online Express in RE NXT (like possibly adding topic-based opt-ins / opt-outs) and we'll definitely look at this request as we're doing that work.

Chris-

Can you elaborate on the future enhancements and a possible timeline?  It would be really helpful as we continue to use OE and also evaluate NXT.

Thanks

Tina

Amanda Mogridge

Chris Martin:

We agree that it makes sense to add a new, first-class data element that indicates whether a constituent has opted out of receiving marketing emails from your organization.


Today, if you use the Add Data to RE feature from the Online Express email stats screen, then the "opted out" status is shown on the Constituent record on the appeals tab.


But we definitely see additional value in being able to see it more directly (like you can currently see the DNC field). We have plans to expand the capabilities around email signups with Online Express in RE NXT (like possibly adding topic-based opt-ins / opt-outs) and we'll definitely look at this request as we're doing that work.

An Opt Out checkbox next to DNC would be fantastic! We may want to mark one email as Opt Out, while another email is ok to send to. The DNC is not appropriate because they may be ok with personal contact, just not email marketing. The Inactive button is not appropriate because that email does work (it's active), but they have opted out. So there is really no other way to tell they have Opted Out to exclude them. 


As a work-around, we have started adding a comment called "OPT OUT," so when I export the email lists (we don't have OLX) I can export the Comments field and I can scan the spreadsheet for any OPT OUTs that made it in by accident. Hopefully this will work in the meantime, but a button that can be checked next to the email, and excluded on exports would be awesome!

Neil Thomson

I am new to this feature and have yet to send an email from OLX as I am still making sure my mailChimp addresses are in sync with RE.


Where can I find some info on all this and what happens when etc?  There seems to be little or no documentation!


Thanks


Neil 

Melissa McKinnon

Below you said, "We have plans to expand the capabilities around email signups with Online Express in RE NXT (like possibly adding topic-based opt-ins / opt-outs) and we'll definitely look at this request as we're doing that work."   Is this work currently in progress? We've been waiting for this for a long time now! Would LOVE to see the topic-based opt-ins and outs!!! 

Nancy Hartman

I totally agree as some our email mailings are to 20,000+ recipients.  This is impossible to do manually.

Nancy 


Melissa McKinnon:

When someone opts out, could we get it to where the "DNC" box is checked in the constituent record (instead of the "Requests No Email" at the bottom of the constituent record or nothing).


Since the new change, it seems like we have to go in manually to flag the individual email address as unsubscribed.


Thanks.

 

Brenda Engstrand

Online Express use to check the Opt out box on tab 1 on a constituents record. But in November of 2014 that was changed and the box is no longer updated in RE. We would really like to see this added back into Online Express. It's this an option?

Robyn Long

Following this with interest as this has become an issue for our organization. Liked the functionality of the "request no email" box being checked automatically when someone unsubscribes because if it was by accident the d'base administrator can easily add them back in by removing the check. Now the solution is to have them sign up from a form on our website. We can't have this sort of sign up as there is no security feature around who can sign up. Looking for any suggestions.

Chris Martin

Robyn Long:

Following this with interest as this has become an issue for our organization. Liked the functionality of the "request no email" box being checked automatically when someone unsubscribes because if it was by accident the d'base administrator can easily add them back in by removing the check. Now the solution is to have them sign up from a form on our website. We can't have this sort of sign up as there is no security feature around who can sign up. Looking for any suggestions.

Hi Robyn. As Matt noted above, the reason we no longer check the Requests No Email box is that it's a "nuclear" option. If you have a constituent who is happy to continue receiving email from you...just not at their work email address, checking this box in RE means this person gets no email to any address you have on file.


We think a better solution (and one that will be part of the next generation of email capabilities at Blackbaud that we're working on) is to handle that flagging on a per-email-address basis.


As for the ability to reverse an email recipient's accidental election to not receive email...that's a tough balance to strike. We definitely understand how it would be a nice convenience to be able to offer your constituents if you could just check a box to opt them back in. But we know from experience that some unfortunately would abuse that ability and reverse intentional opt-outs. We try really hard to help ensure compliance with all international anti-spam legistlation. I think we're more likely to make it as easy as possible for email recipients to be able to reverse their own opt-out as opposed to letting an organization reverse a constituent's opt-in status.


Robyn, would you be able to share some additional detail around how you'd like to be able to control who is allowed to sign up to receive emails from your organization?


Thanks!

Robyn Long

Chris Martin:

Robyn Long:

Following this with interest as this has become an issue for our organization. Liked the functionality of the "request no email" box being checked automatically when someone unsubscribes because if it was by accident the d'base administrator can easily add them back in by removing the check. Now the solution is to have them sign up from a form on our website. We can't have this sort of sign up as there is no security feature around who can sign up. Looking for any suggestions.

Hi Robyn. As Matt noted above, the reason we no longer check the Requests No Email box is that it's a "nuclear" option. If you have a constituent who is happy to continue receiving email from you...just not at their work email address, checking this box in RE means this person gets no email to any address you have on file.


We think a better solution (and one that will be part of the next generation of email capabilities at Blackbaud that we're working on) is to handle that flagging on a per-email-address basis.


As for the ability to reverse an email recipient's accidental election to not receive email...that's a tough balance to strike. We definitely understand how it would be a nice convenience to be able to offer your constituents if you could just check a box to opt them back in. But we know from experience that some unfortunately would abuse that ability and reverse intentional opt-outs. We try really hard to help ensure compliance with all international anti-spam legistlation. I think we're more likely to make it as easy as possible for email recipients to be able to reverse their own opt-out as opposed to letting an organization reverse a constituent's opt-in status.


Robyn, would you be able to share some additional detail around how you'd like to be able to control who is allowed to sign up to receive emails from your organization?


Thanks!

 

I do agree that the "request no email" check box is too broad and will create issues as well. The functionality of a per-email flagging system sounds great. I also understand the requirements to follow anti-spam legislation but think some of the onus needs to fall with the organization that is sending the emails. But appreciate Blackbaud helping to protect.


In regards to restricting email sign up, if there was an approve/deny feature where the sign ups can be reviewed by staff to determine if they should be receiving the emails. Our emails are specifically for Alumni therefore, would like to confirm this before they are automatically signed up to receive our messages. Maybe this functionality already exists and I am not aware of it.


Thanks

Faith Murray

Chris Martin:

As for the ability to reverse an email recipient's accidental election to not receive email...that's a tough balance to strike. We definitely understand how it would be a nice convenience to be able to offer your constituents if you could just check a box to opt them back in. But we know from experience that some unfortunately would abuse that ability and reverse intentional opt-outs. We try really hard to help ensure compliance with all international anti-spam legistlation. I think we're more likely to make it as easy as possible for email recipients to be able to reverse their own opt-out as opposed to letting an organization reverse a constituent's opt-in status.

 

Chris, we would like ot see the option added for Email recipients to opt-out of certain TYPES of emails and not others. Our Alumni Director enthusiastically began sending alumni death notices out by email, and some of our younger alumni began opting out. (Can't say I blame them.) However, they are now opted out of all emails, not just the death notices. With some orgs, when you hit "unsubscribe, you are taken to a page where you can select different types of email communications to opt-out from: solicitations, newsletters, alumni notices, etc. Would really love to see this implemented! We don't want to lose our subscribers just because they can't filter the types of communications they receive.

Chris Martin

That's great feedback...thanks Robyn. When somoene signs up for email via the OLX email signup form, they don't actually get added to the signup list until you've processed them in the OLX plugin in RE. Once you do process them, OLX either creates a new constituent record or associates the signup with an existing constituent (depending on whether the constituent record already existed or not).

Matt Page

From what's been said above and from a conversation I just had in chat I think it's now the case that whereas "Unsusbscribing used to affect the constituent record, all that now happens is that the particular email address is added to a blacklist/suppression list so that it cannot be mailed (unless the constituent goes back to the signup page).


It's a shame we can't get a copy of the email addresses that have been put on that list (incase we're trying to cross reference unsubscribes with another list). I've put a suggestion for this in the ideas bank here as I think it's fairly basic functionality (and if OnEx already lists it, a CSV can't be too hard to generate I would have thought).

Chris, is it possible to cycle things round so that when someone clicks unsusbscribe they go to the same page (or alternatively, go to one very similar?) so they get the options there?


Matt