Table of Contents Pulse Administration tools... 4 Instructions for Using the Application Account Management Mailing List...

Transcription

1 Table of Contents Pulse Administration tools... 4 Opt-In Forms... 4 Manage Newsletters... 5 Creating a new newsletter... 5 Managing your newsletters... 8 Database Sync... 8 Manage Field Mappings... 8 Manage Import/Export File Formats... 9 Import a File Manage Export Settings Instructions for FTP Pledge Tracking DEI Copy for E-Solicitations Instructions for Using the Application Login to the Application Using the Navigation Bar Account Home: Mailing List Home Member Records: Messages: Reports: Advanced Features: Account Management About the Account Home Page Mailing List About Your Mailing List Viewing and Analyzing Your Recent Campaigns To view your recent messages Unsubscribing a Member from a List Working with the Recent Messages Table Viewing and Changing Basic Mailing List Settings More Mailing List Settings Enabling and Editing a Welcome Message Handling Bounced Addresses Handling Replies Automatically Making Your Links Trackable Limiting the Number of s a List Member Receives Action Tracking Optimizing Your Message for America Online Users Editing Your Unsubscribe Confirmation Message Enabling and Editing a Mailing Address Footer Enabling and Editing an Automatic Message Footer HBX Integration API Access Setting Creating and Using Mailing List Tasks Demographics About Demographics Member Records About Member Records Changing the Number of Displayed Demographics... 24

2 Adding a New Member to a Mailing List Working with an Existing Database of Members Adding a Member to Your Proof List Viewing Your Member Records Searching for a Member in a List Viewing a Member Profile Restoring or Deleting a Bounced Member Changing a Member Profile Messages About the Messages Table Understanding Message Actions Creating a Message, Part 1: Choosing Settings Creating a Message, Part 2: Adding HTML Using HTML Helper to Create Your Message Creating a Message, Part 3: Adding Content and Enhancements Creating a Message, Part 4: Checking Your Content Creating a Message, Part 5: Text & AOL Versions Creating a Message, Part 6: Notes & Tasks Testing Your Message Scheduling Your Message for Delivery Editing the Confirm Opt-In Message Habeas Seedbox Monitoring Integration Creating a Message from a Template Content Library About the Content Library Working with Folders in the Content Library Viewing Content Uploading Content to the Content Library Creating Dynamic Content Enhancers About Enhancers Working with Enhancers Creating an Enhancer Enhancer Types Reports About Reports Viewing Message Reports About the List Breakdown Report About Overview Campaign Reports About Individual Campaign Reports About Clickthru Breakdown Reports About ed List Reports About the Clickthru Report About ed Message Reports About the Visual Message Report Segments About Segments Creating a Demographic Segment Creating an Activity Segment About Segment Logic Statements Changing the Logic of a Segment Creating Segments: Some Examples Triggers About Triggers Creating a Trigger Part 1: Getting Started

3 Creating a Trigger Part 2: Choosing a Trigger Type Creating a Trigger Part 3: Final Steps (Creating a Message, Editing Your Logic Statement) About Trigger Logic Statements Changing the Logic of a Trigger Creating a Trigger: Some Examples Scheduling a Trigger for Delivery Enabling and Disabling a Trigger Clearing a List Member's Trigger History Distribution Groups About Distribution Groups Creating a Distribution Group Scheduling a Test Message Scheduling All Test Messages Simultaneously Quick Test and Proof Test Sending the Winning Message to the Rest of Your Distribution Group Appendix A: Creating the Web Based Referral Enhancer To Use the Send to a Friend Enhancer Appendix B: Pulse HTML Helper Tips Using The HTML Helper Making Hyper Links Adding Images to Media Library Adding Images to Your Linking an Image Aligning Images: Wrap Text Around an Image

4 Pulse Administration tools To access your Pulse administration tools: Launch (Replace XXXX with the call letters of your station). Login with the same user name and password used in other NPR Digital Services modules. From this page, you can access the following tools: o o o o o o o o Login to Application: Login to the Application for sending s messages, viewing reporting and member records Manage Newsletters: Create, view, edit and delete newsletters. Update Opt-In and Edit Profile Form: Create and edit your front-end Opt-In and Edit Profile Forms. Import a File: Import a file of user records from your membership database to Pulse, using the mappings and filter formats you've defined. Manage Export Settings: Define settings and sign up to receive a nightly batch file of new, unsubscribed or edited user records. Manage Field Mappings: Define the field mappings between your membership database and Pulse. Manage Import/Export File Formats: View, edit, delete and create file formats for importing and exporting user data. Track Pledge Activity: Search and view Quick Pledge contributions from campaigns. Opt-In Forms Opt-In Form allows your users to subscribers to your newsletters. Edit Profile Form allows your users to edit their subscription preferences or their profile information. To edit Opt-In and Edit Profile Forms: Click on Update Opt-In and Edit Profile Forms link on the Pulse Admin page. ( Replace XXXX with the call letters) The wizard walks you through the steps of creating a registration form to link from your website. Users can sign up to join your mailing list and from each Pulse access the Edit Profile form and update their information. To Create a Registration and Profile Update Form: 1. Select the fields you wish to include in your form:. Click on the Arrow to add a field to your form. Use the Move Handle to change the order of items in the Your Form Fields area. Click the Edit icon to change field properties Click the Delete icon to remove a previously added field 4

5 2. Customize the copy that appears on the Opt-in and Edit Profile pages with headlines and introductory text. 3. Update Opt-in Confirmation Page This page appears after users register for the first time using your opt-in form. The page also explains that users receive an , along with a link to verify address and to complete registration. You are able to customize page copy in this area, or you can enter a URL if you prefer to host this page on your site. (See Note below about customizing the copy.) 4. Update Thank-you Page Copy Upon confirming their address or after editing their profile, the user is taken to a Thank-you page. There are two separate thank you pages: one for users who join the list and the other for users who edit their profile. You can customize page copy in this area, or enter a URL if you prefer to host this page on your site or link users to a different page instead. 5. Preview Preview the created pages and make them live. Your Opt-in Form is live at this URL: (replace xxxx with your call letters) Link to this from your site. Note: To edit the copy of the actual that is sent to the subscriber: Login to the Application Click on View Messages tab in left rail Click on System Messages tab in the center column Click Edit the PI OPT-IN CONFIRMATION. You can edit the copy of the but do not change or remove the URL in the , otherwise the registration process cannot work properly. If you customize your reply-to address make sure you change it also in the body of the . You may also edit the Welcome message that is sent to the subscriber at the same location. Click on edit PI WELCOME MESSAGE. Again, you may change the text of the but leave the URL as is for it to work properly. Manage Newsletters Pulse allows you to easily create, schedule and manage newsletters. To Access This Feature: Click on the Manage Newsletters link on the Pulse Admin Page ( Replace XXXX with the call letters) Click on Create an Newsletter. The newsletter wizard appears. Creating a new newsletter To Customize the Newsletter: 5

6 1. Provide a name for your newsletter. This name is used on your sign-up form and identifies the newsletter in your Pulse admin tools. 2. Include an optional description. This description is only visible in Admin tools and can be used for your organizational needs. 3. Select Scheduling Options (daily, weekly, monthly, one time only) and the date when you desire the newsletter to be sent out. If you wish to manually schedule a message each time, Select Schedule Later. This option allows you to edit and send out your message manually when you are ready. 4. Adjust name and address. The default reply-to address automatically handles auto-replies (vacation bounces, undeliverable s, etc). If you want to have these types of bounces handled automatically but prefer to customize the address, contact Techsupport@publicinteractive.com for further instructions. If you wish to receive and process all auto-replies on your own, you may change the address with no additional steps needed. All replies are then sent to this address. You ll need to handle all unsubscribe requests manually that might come via if this option is chosen. 5. Enter the subject line for your Select whether this newsletter should be listed under the available newsletter on your sign-up form. In addition to placing the check box on your registration form, this automatically generates a segment for the newsletter in the application. When users select this newsletter, they become members of this segment. 7. Receive Notification. You may choose to be notified each time the newsletter is generated or it can be sent out automatically to the recipients who are part of that segment. s that are generated With Review option are sent to the Application based on the schedule determined in step 3 and can be viewed in the View Messages page. Login to your Application to see the messages. To Design and Format the Newsletter: 1. Select a template for your newsletter. Click on the thumbnails for an expanded view of the template. 2. Select a Header and Footer for your message. If you need additional headers/footers added, contact techsupport@publicinteractive.com. 3. Select whether to display a table of contents with anchor tags linking to the content areas within the newsletter. 4. Choose whether to display the Date. Newsletter Content Build your newsletter by choosing content from a pull-down menu. Choices include content feeds from your Public Arts, Public Newsroom and Public Events modules, RSS feeds, Weather forecast, or custom content. To Select Arts, News, and Events Content: 1. Drag and drop available sections to the Active Content area on the right, and enter the number of items to show. 2. Select the elements to show for each item in addition to the title/headline filed which is displayed as a hyperlink. 3. Customize the name of the content area. 4. Click SAVE in the bottom of the page after adding content. To Select Weather Content: 1. Enter the zip code of the location you wish to include. 6

7 2. Select the elements you wish to include. 3. Customize the name for the content area. 4. Click SAVE in the bottom of the page after adding content. To Select RSS Feeds: 1. Enter a the URL for the RSS feed. 2. Pick the number of items to include from the feed. 3. Select the elements to show for each item. All items may not display depending on what is included in the feed. 4. Customize the name of the content area. 5. Click SAVE in the bottom of the page after adding content. Working with Custom Content: Content for the custom content block must be entered twice. First in plain text for the text recipients and then in html code version for the html message. You have the option of using html helper to generate the html version of your . Click on the Use the HTML Helper link next to the html box to launch the editor. See Appendix B at the end of this manual for instructions for using the html helper. Images: You may include images by linking to the url where the image is hosted, or you may upload images to the media library. The media library is accessible via HTML Helper. Refer to Appendix B for detailed instructions. Enhancers: Further enhancers such as Edit Profile/Unsubscribe Link, Web Version or Forward to Friend can be included to any custom content area by clicking on the link next to the text box. o Do not edit the tagline that appears. It will translate properly to a clickable link once in a newsletter. o Note: When you preview the html newsletter, the enhancers are not visible. You can test the functionality of the links by sending a test or proof message to yourself. Pledge Tracking Link: Stations using Quick Pledge have the option of inserting special pledge tracking links into your to track solicitations. See Pledge Tracking section for more details. Personalization: You may include personalization (ie mail merge) tags in custom content section by inserting the field name in this format: %%Field Name%%. For example to merge in first name you'd enter: %%First Name%% to your . These tags may also be added into your message on the application side prior to sending the message out. Send a proof message out in order to make sure the personalization tags are working properly prior to sending out the . Customize the name of the content area. This name appears in your newsletter above the section content. You may also leave it blank if you prefer your section to be untitled. Click Add Content to add content area to your newsletter. Changing the Order of Content Blocks. Drag and Drop content blocks to place them in the order you desire. For 2-column layouts, content gets ordered: 1- left column; 2- right column; 3- left column; 4- right column, etc. For 3-column layouts they rotate between the 3 columns starting from left. Click SAVE in the bottom of the page after adding content. Tips to Remember: It is always helpful to preview your newsletter after adding content to make sure it is formatted to your liking. Click Preview Newsletter at the bottom of the page to view your newsletter 7

8 If you want more content items in one column than another, use a blank Custom Content block with no content and no title between them. This causes the template to skip over the column and insert your next content item to the next column slot. All newsletters you send out using Pulse should have the EDIT PROFILE AND UNSUBSCRIBE enhancer. This is a custom link that allows the recipient to change their profile or subscription information via pre-populated form. Templates 1-6 in Pulse will add it automatically to the bottom if the word 'unsubscribe' does not appear anywhere in the body of the . If you create a message in the Application without using one of the Pulse Templates you need to remember to add the enhancer manually. Managing your newsletters You can view and search your existing newsletters on the Manage newsletters page. Click on the name of the newsletter to view its details and scheduling information. The Action pulldown in the Options column gives you choices to: Edit the Newsletter allows you to make changes to the newsletter Preview Newsletter allows you to preview both the html and text versions of your newsletter Proof Newsletter sends a proof copy of the message to your designated proof list (created in the application). You can view the message in the application under the View Messages/Test Messages tab. Insert to Application allows you to manually send the newsletter to the Application where you can view it under View Messages tab, make edits, send proof message and schedule it to be sent out in the application. Send Newsletter Now makes it possible for you to send out a newsletter to subscribers. Please use caution when using this option! Sending a proof/test message first and double checking the segment in the Application is highly recommended. Database Sync Database sync tools makes it possible for you to customize field mappings and create custom import/export file formats to make the transfer of data between your membership database and Pulse as smooth as possible. The links can be found in the bottom section of your Pulse Admin page: ( Replace xxxx with your call letters) Manage Field Mappings Edit and define Import/Export File Format mappings to match the fields in Pulse with the field formats of your membership database. To Edit and Define Import/Export File Format mappings: Click on Edit Info for the field you want to edit. Change the column name to match the name in your membership database. If your membership database has a fixed length size for this field, you may enter it here. Define mappings from your membership database to ours if they're different (for example M for Male; F for Female) 8

9 Manage Import/Export File Formats Create the format of your import and export files. You can build multiple formats with different sets of fields and reuse them at a later time. Each import will need a format defined prior to importing the file. Export file format is used for the automated daily export and should consist of the fields you have active on your sign up/edit profile form. To define format of import and export files: Enter a name for the file format and an optional description. Select a delimiter (comma, tab, semicolon) or fixed length file option. Select whether to have a header row for the import and export files. Pick the fields for your import/export file format: Click on the Arrow to add a field to your form. 9

10 . Use the Move Handle to change the order of items under Your Form Fields area to match your upload file field order. Click the Edit icon to change field properties Click the Delete icon to remove a previously added field Tips: User Subscription State/Status demographic can only be included in the export file. If you offer multiple newsletter sign up options and want to pre-sign people up for your Pulse newsletters, include 'WXYZ Newsletters' (substitute your station call letters for wxyz) demographic as part of the import file. For each person who should receive a particular newsletter fill in the name of the newsletter as value for that field. For multiple newsletter signups, list out the names of the newsletters separated by a comma (no space after comma) If you want to segment out your list further into sub groups to send targeted communications to them at a later time, you need to flag their status in their profile information. Include the field based on which you re segmenting into your upload file. For example to segment lapsed donors from current members, include field called Member Status as part of the import file. The field should have a value of Current for all people in that group or Lapsed for lapsed donors. Custom demographics can be added to your account to make segmenting easier. For export file format, it's recommended that you include the fields that you allow the user to edit on your sign up/edit profile form so you can capture all those changes. In addition you may want to include an Account ID field if you have imported that in from your membership database to make matching user records easier when you update the data in your membership database. Import a File Once you have created your field mappings and set file format, you can import your data into Pulse. Select a file format for the import Upload the file from your computer by clicking the Browse button. Large files can be uploaded to your NPR Digital Services FTP account at ftp.publicbroadcasting.net. Enter your station username and password, and upload the file to the pulse_sync directory. Enter a notification address. An with the summary of the upload and an error log focusing on any problems with addresses or format are sent to this address. System performs basic check for the s and catches typos such as: sam@hottmail.com, or sam@hotmail,com. Select the list type. Select Active List if you re uploading recipients who are currently subscribed to your mailing list. Select options for how to handle existing records. Manage Export Settings The automated export option captures all changes made by users via your sign up/edit profile form, allowing you to keep track of them and apply the same changes to your membership database. Select the format for export and sign up to receive a nightly batch file of all new, updated and unsubscribed users. The export file will be sent every night to your NPR Digital Services FTP account at ftp.publicbroadcasting.net. To Manage Export Settings: 10

11 Note: Login with your station username and password. Select the pulse_sync/export/ directory to retrieve the files. Select a filter format for the export file. Sign up to receive notifications to let you know when export files have been sent. Select one file or separate files for the records. If you select the one file option for your export file, it's a good idea to include the User Subscription State/Status demographic as part of the export format. That tells you whether the person joined your list, unsubscribed or updated their profile. Instructions for FTP To FTP using an independent FTP client, such as CuteFTP, Filezilla Connect to FTP Host/Server name: ftp://ftp.publicbroadcasting.net Username/password: Use the same username and password you use to login to all the Administrative tools Mode/format: Be sure to upload in binary mode, not ASCII. Binary mode is the default for most FTP programs. Click Connect, and upload/download your files To FTP via Internet Explorer Paste into your browser: ftp://xxxx@ftp.publicbroadcasting.net/ (insert your call letters/username) Use the same password you use to login to all the Administrative tools Drag and drop the files to or from the browser window, one at a time. Note: Before you upload files, please check that the file name does not use any spaces or special characters (e.g., %,*, /).There is no limit to file sizes, but be aware that files larger than 5 MB may load slowly, and results in some lag time. Pledge Tracking The Pledge Tracking feature is available to stations that use Quick Pledge for their online fundraising. With this feature you can track the success of your e-solicitations sent using Pulse. The reporting tools make it possible for you to easily see how many people clicked on the pledge links in your , check total number of pledges and dollars raised from a particular campaign, and view individual pages on the pledge form. To Add Pledge Tracking Links to s: Create a newsletter in Manage Newsletters wizard. Add Custom Content to your newsletter. When adding hyperlinks to your pledge form in your , instead of using the regular hyperlink to your pledge form click on Insert Pledge Tracking Link option, which adds special tag into the message that looks like this: <pledge_tracking_link station='xxxx' form='' prefill='n'>link COPY</pledge_tracking_link>. These tracking links can be added in HTML Helper window as well as in the Text version and HTML code text boxes. 11

12 Customize the text of the link with the words you want to be clickable (for example Click here to Pledge), or insert an image between the taglines to link an image such as pledge now button using the tracking link. An image linked by tags looks like this: <pledge_tracking_link><img src=" Customize the station='wxyz' to your station's call letters (as listed in Quick Pledge directory name). If linking to a form other than the Quick Pledge form currently designated as your default form you need to also designate the form name, for example: form='majordonors'. You can leave form='' blank if linking to your default form. To take advantage of prefilled form feature you need to adjust the designation to prefill='y'. If using this option, Name, , Address,City, State, Zip, Country, Home Phone (Phone), and Work Phone (Phone2) fields will be prefilled on the Quick Pledge form when user clicks to it. Make sure to send a test message out and check links. When clicking on the pledge link from the test/proof message, your address should go through and be pre-filled on the pledge form. Viewing Results of your Campaign After campaign has been sent out, login to the tracking tool by Clicking on Track pledge activity link on your Pulse admin page. Search by date range to see all campaigns that had tracking links and Click the link to view the results of those campaigns. The name of the campaign, number of pledges received, total dollar amount raised, page views of the , pitch page, pledge form, and the thank you page appears onscreen. To see individual pledge details, follow the link to your Quick Pledge reporting. Login to Quick Pledge. The Pulse ID field should be populated already, adjust the fields as you desire, and Click Next to see a breakdown of the pledges that were received as a result of this campaign. DEI Copy for E-Solicitations DEI is providing boilerplate copy for Pulse stations to use for their fundraising efforts. This copy is available for you to download and customize to suit your needs. Different formats are available for all station formats. To access the copy: Login to the Application (first link on Pulse Admin Index). Click on your mailing list name and Click on Content Library in the left rail. There are several DEI folders for different sets of copy. Click on the folder you wish to use. The Preview link option lets you view link and makes it possible for you to copy and paste it into a message. You can create your own message by using this boilerplate copy in the Newsletter Wizard. Instructions for Using the Application Login to the Application 1. On the Pulse administration page click on the first link 'Login to Application' 2. Enter your login and password. 3. Click the box next to Account Type and choose Administrator 12

13 4. Click the Login button. Using the Navigation Bar Account Home: Access Mailing Lists, Archived Lists, Recent Messages, System Status and New Features, Search and Unsubscribe, Company Info, Logout. Mailing List Home View List Home: View and edit Mailing List Settings and Mailing List Status and view summary data for Recently Sent Messages. List Settings: View and edit options for Welcome Message, Bounce Message Re-Send, Automatic Reply Handling, Custom Clickthru URL, Action Tracking, Frequency Limiter, Action Tracking, AOL Settings, Unsubscribe Confirmation Message, Mailing Address Footer, Automatic Message Footer, HBX, API Security, and Mailing List Tasks. Member Records: View Records: View your member lists, including active, proof list, unsubscribed, bounced, admin trashed or all trashed. You can also search for a specific or domain or unsubscribe a specific . Add Member Record: Add an individual record to your member records. Messages: View Messages: View or edit your messages, your templates or your welcome message. Create a Message: Create a new message. Content Library: Create an enhancer to personalize and create more interactive s. Host uploaded content and create dynamic content. Reports: View Reports: Display your member breakdown (active, unsubscribed, bounced, administrative), campaign reports, filter reports, and ed reports. List Breakdown: Domain Member breakdown (AOL, free, other), most active member report, demographic breakdown, click thru reports, new subscribers, new unsubscribers. Campaign Reports: Displays saved reports and allows you to build a new report. Lists archived messages from a specified time period. Advanced Features: Filters: Create new filters, edit existing filters and view filter results report. Triggers: Build automated responses and messages based on a user's actions or demographic categories. Distribution Groups: Perform A/B split tests as well as other randomized group mailings. Account Management About the Account Home Page The Account Home page is the first page you see after logging in. You can access your mailing list here by clicking on the list name, or view recent messages by selecting that tab. 13

14 Mailing List About Your Mailing List A mailing list contains the names and addresses of your customers as well as specific pieces of information about them called demographics. This collection of information about a particular customer is called a member record. To go to the Mailing List page, do one of the following Log in to the Pulse application. On the Account Home Page, the active mailing list table appears under the heading Active. Click on your mailing list name to get into the application. If you are already in the application, in the left navigation bar, click Account Home. On the Mailing List View page, you can: Search for and unsubscribe members from the current list. Change the mailing list name, sender name, or reply-to address. (NOTE: If you want to customize the reply-to address but have auto-replies like vacation bounces handled automatically contact Techsupport for more information on how to do that.) View your mailing list status and Activity Log. View and access recently updated messages. To go to the Mailing Lists View page, do one of the following: From the Account Home Page in the Mailing Lists section, click one of the lists under Active. If you are elsewhere in the application, in the left navigation bar, click View List Home. You can change your mailing list settings The List Status box displays Active, which means the list name will be displayed in the Active Mailing List Table. The Sender Name tells your customers who the message is from. The Reply-to-Address is the address that receives the replies from your customers. Viewing and Analyzing Your Recent Campaigns You can view a table of your recent messages and examine the results of those campaigns. To view your recent messages 1. On the Account Home page, click the Recent Messages tab To view different sections of the table, choose one of the following To view reports about your campaign 14

15 In the Actions column, click the View Reports command for the campaign you want. A window opens with two report options: Standard Message Report and Visual Message Report. To go to the Mailing List View page for a mailing list In the Mailing List column, click the name of the list. Unsubscribing a Member from a List To unsubscribe a member from a list 1. Go to the Account Home page and make sure you are in the Mailing Lists section. In the left navigation bar, click View List Home or View Records. 2. In the box next to the Unsubscribe button, type the address of the member you want, and then click Unsubscribe. If you are unsure of the name you are looking for, or you want to find multiple addresses, you can use the asterisk (*) as a wildcard. For example, to display all members with a Yahoo account, you can type *@yahoo.com. Or, if you know it's a Yahoo account, and you know it begins with E, but you aren't sure of the exact name, you can type e*@yahoo.com. To unsubscribe one or more members using the wildcard (*) 1. In the box next to the Unsubscribe button, type the address of the member you want, including the wildcard, and then click Unsubscribe. A list appears with all matching addresses. 2. Do one of the following: To unsubscribe certain addresses, select the ones you want, and then click Unsubscribe Checked. To unsubscribe all matching addresses, click Unsubscribe All. Note You can also use the Unsubscribe feature while on the Proof List page. Working with the Recent Messages Table When you log in to Pulse and go to the Account Home Page, the Mailing Lists tab appears. To view and work with recent messages, click the Recent Messages tab. To sort the table by any one of the following Click the appropriate column heading. To view different sections of the table, choose one of the following: First 10 Rows Previous 10 Rows Next 10 Rows Last 10 Rows Expand Rows To view details about a mailing list Under Mailing List, click the name of the list. 15

16 To view reports about a message Under Actions, click View Reports. Viewing and Changing Basic Mailing List Settings To change a mailing list name, sender name, reply-to address 1. On the Account Home page, click the name of the mailing list you want to change. 2. Click the box containing the information you want to change, and then make your edits. Viewing Your Recently Updated Messages To view a message in the list Click the message subject. More Mailing List Settings Enabling and Editing a Welcome Message A welcome message is a great way to greet your customers when they join your mailing list. When this option is enabled, the customer receives the message after they opt in. To enable an automatic welcome message upon opt-in 1. In the left navigation bar, click List Settings. 2. Under Welcome Message, select Send Welcome Message on opt-in. To edit the Welcome Message 1. In the left navigation bar, click View Messages, and then click System Messages. 2. Click the box under Actions, choose Edit, and then click Go. 16

17 3. Edit the message copy as you would any other message. However, do not change or remove the hyperlink in the message allowing user to go edit their preferences. Handling Bounced Addresses A bounced address is an address that does not receive a message sent to it; there are several possible reasons for this. In Pulse, you can do the following: Automatically re-send a message to bounced addresses. Choose the interval to wait before the message is resent. Specify which undelivered messages qualify as "bounced." To choose your bounce settings 1. In the left navigation bar, click List Settings. 2. Follow the instructions under Bounce Settings to choose your options. Notes To prevent bounced messages from being re-sent, choose 0 as the Bounce Retry amount. If a message is not delivered because the recipient's mail box is full, that is not considered a bounce. The message is re-sent once; if it fails again, that member stays in the Active List but no longer receives mail from that specific campaign. To re-classify this type of failed delivery as a bounce, select Temporarily Failed under Bounce Categories. Handling Replies Automatically Receiving every message that comes in can be time-consuming. Many replies you will receive are autoreplies, messages generated automatically by some list members telling you that they are unavailable ("I'm out of the office"). These typically indicate that no actual contact with the customer has been made. You can use reply handling to detect if a reply is an autoreply and, if so, ignore it or have it forwarded to an address you select. The AutoReply Filter searches the subject or body of a reply for typical autoreply phrases; if it finds a match, that reply is filtered. 17

18 To enable reply handling 1. In the left navigation bar, click List Settings. 2. In the Reply Handling section, change the Reply-To-Address address to the address listed in the NOTE under Automatic Reply Handling Filter. To change the address, name and subject you see for a reply forwarded to you from Pulse In the Forward from Address, Forward from Name, and Forward Subject boxes, select the text and change it to the information you want. To change the form in which a reply is forward to you Click one of the options under the Forward Subject box. You can choose to have the reply arrive inside a forwarded , as an attachment to it, or looking like it came directly from your customer (this last option is useful if you have a support group or CRM automatically handling replies). To ignore all autoreplies In the Action box next to AutoReply, click Ignore all that match filter. To view the list of autoreply phrases the filter looks for Click the Edit Filter command for AutoReply. In the Reply Filters window, the phrases are listed under Match Value. To create a custom matching phrase 18

19 1. In the Reply Filters window, click the Add a new filter box, and then select the search area you want. Subject: The filter searches the subject line of the autoreply for matching text. Body: The filter searches the first ten lines of the autoreply for matching text. 2. Click in the text box, and then type the phrase you want. 3. When you are finished, click Submit. To delete a custom matching phrase Click the Delete command for the phrase you want. To forward autoreplies to an address of your choice 1. Select Forward all to. 2. To change the address listed, select the text in the Forward all to box, and then type the address you want. To filter unsubscribe requests (This is useful for customers who send a reply containing an unsubscribe phrase in the subject or body) In the Action box next to Unsubscribe, click Unsubscribe all that match filter. To view the list of unsubscribe phrases the filter looks for Click the Edit Filter command for Unsubscribe. In the Reply Filters window, the phrases are listed under Match Value. Notes Responses that match the unsubscribe filter are automatically removed from your active mailing list. Unsubscribe messages that are forwarded to you are not processed by Pulse; they remain on the active mailing list. You must take additional steps to unsubscribe them. To create a custom matching phrase 1. In the Reply Filters window, click the Add a new filter box, and then select the search area you want. Subject: The filter searches the subject line of the autoresponse for matching text. Body: The filter searches the first ten lines of the autoresponse for matching text. 2. Click in the text box, and then type the phrase you want. 3. When you are finished, click Submit. To delete a custom matching phrase Click the Delete command for the phrase you want. To forward unsubscribe requests to an address of your choice 1. Select Forward all to. 2. To change the address listed, select the text in the Forward all to box, and then type the address you want. To specify the forwarding address for replies that do not match the AutoReply or Unsubscribe filters Select the text in the Forward to Address box, and then type the address you want. Making Your Links Trackable Pulse makes links in your message trackable with the domain of your farm; this lets us track the activity that each link produces. To customize the trackable links to reference your domain or subdomain 1. Contact techsupport@publicinteractive.com for instructions and IP addresses. 19

20 2. In the left navigation bar, click List Settings. 3. In the Custom Clickthru URL section, click Use Customized Clickthru URL. 4. Click in the Customized Clickthru URL box, and then type the URL you want. 5. Click SAVE. IMPORTANT: The URL you type must include / as the last character. Note With domain masking, you can cover up the elabs portion of the reply address. For example, instead of having reply-xxx@elabs6.com, you could use reply-xxx@example.com. This is often done to maintain branding. To set up domain masking, contact techsupport@publicinteractive.com for directions-. Limiting the Number of s a List Member Receives You can ensure that list members are not sent more than a certain number of messages within a given time period. To limit the number of s a list member receives 1. In the left navigation bar, click List Settings. 2. In the Frequency Limiter section, select the Don't send more check box and then type amounts in the messages and days boxes. Action Tracking With action tracking, you can keep track of how your customer moves through your web site. For example, if you have a web page featuring sale items and your message contains a link to that page, you can track where a customer goes after they click the link. To set action tracking 1. In the left navigation bar, click List Settings. 2. In the Action Tracking section, copy the image tag in the text box. 3. Paste the tag onto every web page you want to track. How it Works: 20

21 Every HTML message you send contains an invisible one-pixel image that sets a cookie on the customer's computer. To enable tracking, you copy the Action Tracking tag from the List Settings page and paste it onto every web page you want tracked. When the user views a page, the tag checks for the cookie, and you receive information telling you if the customer visited the web page and has seen your . The results are found on the campaign report for that message. Optimizing Your Message for America Online Users Recent versions of America Online software read HTML , but some older versions do not. To ensure that your is readable by the maximum number of AOL users, you can take out the multipart portions and send only the text version to them. To only send the AOL version to AOL recipients 1. In the left navigation bar, click List Settings. 2. In the AOL settings section, click Only send AOL version to AOL recipients. Editing Your Unsubscribe Confirmation Message The unsubscribe confirmation message is sent when a user unsubscribes via . You can customize this message. To edit your unsubscribe confirmation message 1. In the left navigation bar, click List Settings. 2. In the Unsubscribe Confirmation Message section, click Edit Unsubscribe Confirmation Message 3. In the Subscription Messages window, make the changes you want. Notes A list member can unsubscribe by sending an to your unsubscribe address or an unsubscribe request to your Pulse reply handling address. You should always include the 'PI UNSUBSCRIBE AND EDIT PROFILE LINK' enhancer in all messages which allows user to change their sign up preferences on a pre-filled sign-up form. Enabling and Editing a Mailing Address Footer The CAN-SPAM law requires that you include a physical mailing address in your s. You can turn this feature on or off (you will probably want it off if, for example, you already have your mailing address incorporated into the message text). You can also edit the footer. To enable the mailing address footer 1. In the left navigation bar, click List Settings. 2. Under Mailing Address Footer, select the Enable by default check box. 21

22 To edit the mailing address footer Under Mailing Address Footer, select the Enable by default check box. Enabling and Editing an Automatic Message Footer You can include an automatic message footer in all your s. This is useful if, for example, you want every message to have a legal disclaimer. To enable the Automatic Message Footer 1. In the left navigation bar, click List Settings. 2. Under Automatic Message Footer, select the Add footer to all messages check box To edit the Automatic Message Footer Under Automatic Message Footer, click the Edit Message Footer check box. HBX Integration HBX integration is for users that already have a WebSideStory HBX account. By entering your user name and password, Pulse will automatically generate a special campaign code that will be tied directly into your HBX Campaign Reports. API Access Setting NPR Digital Services techsupport controls the API security settings for your mailing list. Do not make changes in this field. Creating and Using Mailing List Tasks You can create a checklist of tasks that remind you of things to do before you send a message. These tasks are displayed in the Notes & Tasks section of your messages. To open the Workflow Tasks page 1. In the left navigation bar, click List Settings. 2. At the bottom of the page under Mailing List Tasks, click Add/Edit/Remove Mailing List Tasks. To add a pre-existing task to the list 1. In the Workflow Tasks window, click Add Task(s). 22

23 2. Click the check boxes for the tasks you want. 3. Click ADD TASKS. To create a new task 1. In the Workflow Tasks window, click Create New Task. 2. In the Task box, type a name. 3. Click the Action box, and then select the action you want. Required: If you attempt to schedule a message before completing a task, a warning displays and you are prevented from scheduling. Optional: Generates a warning on the schedule page, but the system lets you send the message without completing the task. Reminder: No warning displays on the schedule page if you fail to complete the task. 4. Click Save. To edit or remove a task Click the Edit or Remove commands for the task. To change an enforcement level for a task Click the Enforcement box, and then select the action you want. To move a task up or down in the list Click the up or down arrow on the left side of the list. When you are finished, click Save. Demographics About Demographics Specific pieces of information about your customers-last name, age, gender, marital status, etc.-are called "demographics" in Pulse. You can use demographics in a number of ways: Filters: Create a filter from your customer's demographic profile, and then use the filter to ensure that your customers are getting messages specifically targeted to them. Opt-In Forms: Gather as much as information as you need when your customers opt in to receive your s. Triggers: Create automated responses based on user demographics and activity. User Reports: Get the information ed to you immediately through User Reports. Gather a report on when a user updates their profile Pulse comes with default set of demographics already enabled for you and a number of blank custom demographics you can use for other fields from your membership database. If you need additional custom demographics added, contact techsupport. 23

24 Member Records About Member Records A member record typically consists of a name, an address, and other bits of information ("demographics") that help you focus your campaigns on the customers most likely to respond. To view your member records Select a mailing list, and then in the left navigation bar, click View Records. On the View Records page, you can: o Change the demographics that display in the Member Records table o Add a new record to the Member Records table. Changing the Number of Displayed Demographics You can choose which demographics to display on the View Records page. To change the demographics that display 1. In the left navigation bar, click View Records, and then click Configure Display (located on the right side of the page). 2. In the Select Demographics to Display window, select the demographics you want to display, and then click SAVE. Adding a New Member to a Mailing List To add a member to a mailing list 1. In the left navigation bar, click Add Member Record. 2. Type an address in the box (this is required), and then type as much or as little demographic information as you want. 3. When you are finished, click Save. Notes You can check the address against enabled triggers. To add multiple proof members, click Add Multiple Proof Members in the upper right of the screen. Working with an Existing Database of Members If you have an existing database of customer, you can easily add them to a mailing list. This is a much faster way of adding members than typing them individually. You can also use the database to update the records of existing members. For simple csv or delimited file not requiring any special formatting you can use the Upload Records and Download Records options you see in the left rail. However, we have created special tools to allow you to build custom file format to make syncing with your membership database easier. To access these 24

25 tools, refer to the 'Data Sync' part on page 8 of this manual, and your Pulse administration page Adding a Member to Your Proof List To add a member to your Proof List 1. In the left navigation bar, click View Messages. 2. Click the Actions box for the message you want, and then select Proof. 3. Click Go for the same message. 4. In the Proof section, click Add more Proof Members. 5. In the Proof boxes, type the addresses you want to add. 6. Click ADD THESE S TO THE PROOF LIST. Note You can also add a member to the Proof List from the Send Quicktest page. Viewing Your Member Records To view member records 1. In the left navigation bar, click View Records. The Active Members list appears. This list displays members who have not bounced or unsubscribed and are currently receiving all messages you send. You can access five other lists from this page: Proof List: A subset of addresses from the Active Members List. You can use this list for testing purposes: send a message to the Proof List, obtain feedback, make any desired changes, and then send the message to the full Active Members List Unsubscribed: Members on this list have chosen to unsubscribe and are not currently being sent messages. Bounced: Messages sent to these members have bounced back, so their current status is inactive. You can change bounce settings on the list settings page to determine when a member is added to this list. Admin Trash: Contains members that the administrator has manually moved to the inactive (trash) list. All Trashed: Displays all inactive members, including unsubscribed and bounced. After a member is deleted from the Trashed list, that member cannot be reinstated. If you have double opt-in confirmation enabled members who have opted in from your Web site and are waiting to be confirmed will show up only in All Trashed. Note Proof list members are immune from unsubscribe. The only way to unsubscribe them is to manually change their status. Searching for a Member in a List To search for a member in a list 1. In the left navigation bar, click View Records. This displays the Active Members List. 25

26 2. In the Search box (for some lists, it's called the Search Trashed Addresses box), type the name of the address you want, and then click Find. Note You can use the asterisk (*) as a wildcard in your search. For example, to display all members with a Yahoo account, you can type *@yahoo.com. Or, if you know it's a Yahoo account, and you know it begins with E, but you aren't sure of the exact name, you can type e*@yahoo.com. The results might look something like this: eddy@yahoo.com Elaine@yahoo.com Emanuel@yahoo.com To view the full list again Click View Records. Viewing a Member Profile To view a member profile 1. In the left navigation bar, click View Records. 2. Click the View Member Profile Button for the member you want. On the Member Profile page, you can view the following information: Member Record: Displays all the enabled demographic fields in your mailing list. Sent History: Displays information about the messages the member has been sent. Open History: Displays information about the messages the user has opened. Click thru History: Gives detailed information on links or URLs embedded in your messages that the user clicked. Action Tracking History: Details the user's actions on your Web site. Restoring or Deleting a Bounced Member To restore bounced members to the Active Mailing List 1. In the left navigation bar, click View Records. 2. Click Bounced. 3. Do one of the following: To restore certain members, select the ones you want, and then click Restore Checked. To restore all members, click Restore All. To delete a member from the Bounced List Caution: When you delete a member from the system, its entire history is erased, including all Sent information and Unsubscribe records. This affects reports, and can result in unusual statistics such as more unique opened than sent messages. 26

27 1. On the Bounced page, select the member you want to delete. 2. Click Delete Checked. Changing a Member Profile To change the demographics in a member profile 1. In the left navigation bar, click View Records. 2. Click the Edit Member Profile Button for the member you want. 3. Make the changes you want, and then click Save. To add a the member to the Proof List Select Proof List Member. Note You can clear the member's individual trigger history from this page. This removes any indication the user received a trigger from the trigger perspective. Messages About the Messages Table The Messages Table shows you all your messages and lets you test them, edit them, copy or delete them, and view them a variety of ways. To view the Messages table In the left navigation bar, click View Messages. To view a messages Under Subject, click the subject text for the message. To sort the table by Name, Date, etc. Click the column heading you want. The only heading that is not clickable is Actions. 27

28 To view messages that fit a certain sent status, category or filter 1. Click the box next to Sent Status, Category, or Filter, and then select the option you want. 2. Click Update. To view different sections of the table, choose one of the following First 10 Rows Previous 10 Rows Next 10 Rows Last 10 Rows Expand Rows To copy, edit or delete a message 1. Click the Actions box for the message, and then click the option you want. 2. Click Go. Note Edit and Delete are only available for messages you have not sent yet. To view your Proof and Quick Test messages Click Test Messages. To view your System Messages Click System Messages. The two system messages are Welcome and Confirm Opt-In. You can edit each one. NOTE: You may edit the copy in the messages but do NOT change or delete the link to the unsubscribe/edit profile form! To create a new Message Click Create New Message. Understanding Message Actions The actions available for each message are based on the status of that message. For example, a message with "Draft" status will not have the "Schedule" action option available until its status changes to "Waiting to be Scheduled" (once the HTML/Text content of that message is saved). 28

29 To view the Actions for a messages In the left navigation bar, click View Messages. Click the Actions box for the message Available for ALL message states: Notes and Tasks Copy Delete Not available for SENT or SCHEDULED: Edit Available for only for WAITING: Schedule Proof Quick Test Available for only SENDING, SCHEDULED, or PAUSED: Stop Pause Resume Available for only SENT messages: View Reports Creating a Message, Part 1: Choosing Settings You can create messages and then schedule them for delivery. To choose your message settings 1. In the left navigation bar, click Create a Message. 2. Under Message Format, click the format you want. Message Format Multi-part/HTML: Use this when you want to create your message as HTML with alternate versions in plain text and AOL . The software your customer uses determines which format is viewed. NOTE: Customers using AOL 5.0 and below receive the AOL . All other AOL customers receive the HTML/Multi-part message. 29

30 Text only: Sends only a text version of your ; you cannot include any HTML. Tracking for an HTML message can include clickthrus but not times opened. From Template: Your message will be based on a pre-existing template in Multi-part/HTML format. This option does not appear if you have no saved templates. Message Information The message name lets you identify the message by something other than the subject line. 1. In the Message Name box, type a unique name for your message. The subject line should capture your customer's attention and make them want to open the e - mail. You can personalize the message by using mail merge tags. 2. In the Subject Line box, type a subject. 3. To insert a demographic field into the subject line, click the Insert Field box, select the field you want, and then click INSERT INTO SUBJECT. The category is used to classify and sort the campaign. 4. In the Category section, click the box next to Select existing, and then choose a category from the list -or- Click Create New, and then type a new category name in the text box. You can apply a filter to your message now, or later before the message is sent. 5. To apply a filter now, click the box next to Filter, and then choose a filter from the list -or- Click New Filter, and then create a new filter. Sender Information The name and address you choose here are what your customer sees when they receive your message. The reply-to-address receives all replies to your campaign. 1. Enter an address in the Reply-to address box. To use the default address, select Use default replyto. NOTE: if you want to customize the address but have the auto replies processed automatically, you need to perform additional steps to set forwarding of the s. Please contact techsupport@publicinteractive.com for instructions. You can insert a demographic into the reply-to address. Using a sender name makes your appear more personal. 30

31 2. Enter a name in the Sender Name box. You can insert a demographic into the sender name. A physical mailing address is required to comply with the CAN-SPAM Act of Select Add physical mailing address to message footer (if you do not already have your address included in the message footer). To edit your mailing address, click Edit. Notes Many users include their physical address in their HTML template. You can utilize our reply handler address to help filter many of the out of office and unsubscribe request replies. Contact techsupport for details. The message name and category are for reporting purposes only; they are not visible to customers receiving the message. Advanced Options You can track the activity your messages generate, whether it is a Text or HTML message. Tracking for an HTML message can include times opened and clickthrus. Tracking for a Text (or AOL) message includes clickthrus on the links in your message. 1. To enable tracking, select Enable for HTML version or Enable for Text version. HTML Encoding handles the character recognition as your message is encoded and sent out. For US English s, text or HTML, select 7-bit encoding. For special characters or languages other than US English, select Quoted-Printable. 2. Select the HTML encoding you want. You can choose a character set to ensure that your message goes out in the language you intended. The default character set is US ASCII. 3. Click the box next to Character Set, and then choose the set you want. Notes on Tracking Tracking in an HTML message tracks when the messages were opened, how many times and also any and all URL links embedded in the message. To track how many times the message was opened, we embed a clear one-pixel image into your message that allows us to measure your results: when the message was opened, how many times and by whom. To track the URLs in your message, the Pulse systems converts your URLs to trackable links that we can then provide complete reporting information on, from who clicked on the link to when they visit your site. To enable, click Enable HTML Tracking. Tracking in a Text Message is limited to tracking only the completed links that you include in your text message. Examples: Completed: Not completed: The Pulse system takes any complete http link you include in your message and automatically converts it to a clickable link that we can then track activity on. 31

32 Notes on character sets Other character sets Pulse system recognizes are: Traditional Chinese (Big5) Simplified Chinese (gb2312), Japanese (euc-jp) Korean (euc-kr) Cyrillic (koi8-r) Cyrillic (windows-1251) Central European (windows-1250) Western European (ISO and Windows) After you finish choosing your settings, click SAVE & NEXT. If you chose Multi-part/HTML as your format, you are taken to the HTML page. If you chose text as your format, you are taken to the Text & AOL page. Creating a Message, Part 2: Adding HTML As the title implies, the HTML page is where you create your HTML message. You can upload the HTML code, retrieve it from an existing web page, or type it from scratch. If your browser is Internet Explorer, you can use HTML Helper which offers a friendly graphical interface. To add HTML from scratch Click inside the Edit HTML window, and then type the code. To upload pre-existing HTML code 1. In the right navigation bar under Get HTML, click Upload HTML. 2. In the new window that appears, do one of the following: Enter a file name in the Upload this file box. -or- Click Browse, navigate to the file containing the HTML you want, and then click Upload. You can upload an HTML file (.html or.htm) or a text file (.txt) that contains HTML. 3. Click Close Window. To copy the HTML from an existing web page 1. Under Get HTML, click Get HTML from URL. 2. In the new window that appears, type the web page address in the text box, and then click Get It!. 32

33 3. Click Close Window. To create and edit your HTML with HTML Helper Under Get HTML, click Use HTML Helper. HTML Helper appears in a new window. It offers a variety of features for creating HTML. To preview your work Click Preview HTML. IMPORTANT: For images to display correctly, the image reference tags in your HTML must be absolute. After you finish adding HTML, click SAVE, and then do you can do one of the following: Click Back to go back to the Settings page Add content (such as pre-existing text or graphics) from the Content Library Check your HTML content for errors and potential spam filtering -or- Click SAVE & NEXT to go to the Text & AOL page. Using HTML Helper to Create Your Message HTML Helper works much like a word processor: you type text and then change its format by selecting it and choosing various commands. The difference, of course, is that HTML Helper produces HTML. 33

34 To create and edit your HTML with HTML Helper 1. Under Get HTML, click Use HTML Helper. HTML Helper opens in a new window. The tabs below the editing area tell you which mode you are in; when you first open the HTML Helper, you are in Edit mode. 2. Click inside the editing area, and then type your text. To edit your text Select the text you want to edit, and then do one of the following: Click one of the buttons above the editing area Click a drop-down list and then choose the formatting option you want. To cut, copy or paste, right-click the mouse button, and then choose the command you want. To view or edit the HTML code 1. Click the Source tab below the editing area. 2. Make your edits in the editing area. To add a mail merge tag (this can be done only in the Source tab) 1. Click the Mail Merge Tags box, and then select the tag you want. The tag appears as selectable text in the box next to the list. 2. Select the tag name in the text box, copy it, and then paste it into your HTML code. To create or modify a link 1. In the Edit tab, select the text you want. 34

35 2. Right-click the text, and then choose Create or Modify Link. To do a spell-check 1. Select the text you want to check. 2. Right-click the text, and then choose Check Spelling. To zoom in or out Click Zoom in the lower right corner of the screen, and then choose the magnification level you want. To preview your work Click the Preview tab. After you finish using HTML Helper, click Insert HTML Content Into Message, and then do one of the following: Go back to the Settings page Add content (such as pre-existing text or graphics) from the Content Library Check your HTML content for errors and potential spam filtering -or- Click Save & Next to go to the Text & AOL page. Creating a Message, Part 3: Adding Content and Enhancements You can add pre-existing content from the Content Library such as text or graphics to your message. You can also insert a demographic to make your message more personal, or add an enhancer which lets your customer do things like update their profile or forward to a friend. To add pre-existing content from the Content Library 1. Click the spot in your text where you want to insert the content. 2. In the right navigation bar, click Uploaded Content. 3. In the Content Library's left navigation bar, navigate to your station's folder containing the item(s) you want. 4. Click the item's Insert command. To add dynamic content from the Content Library 1. Click the spot in your text where you want to insert the content. 2. In the right navigation bar, click Uploaded Content. 3. In the Content Library's left navigation bar, click Dynamic Content, and then navigate to the folder containing the item you want. 4. Click the item's Insert command. To insert a demographic 1. Click the spot in your text where you want to insert the demographic. 2. In the right navigation bar, click the Insert Field box, and then select the demographic you want. 3. Click the Insert button. To add an enhancer (this can be done only in the Edit HTML tab) 1. Click the spot in your text where you want to insert the enhancer. 2. In the right navigation bar, click Enhancers. 35

36 3. In the Content Library's left navigation bar, click Enhancers, and then navigate to the folder containing the item you want. 4. Click the item's Insert command. Note There are some HTML-based enhancers that cannot be used in the text version of your message. After you finish adding contents and enhancements, click SAVE, and then you can do one of the following: Go back to the Settings page Use HTML Helper to make further changes Check your HTML content for errors and potential spam filtering Click SAVE & NEXT to move to the Text & AOL page. Creating a Message, Part 4: Checking Your Content You can generate reports that help ensure your message is delivered and displays correctly on your customer's computer. The first report lists relative links to graphics as errors, and warns you about other potential issues like the use of style sheets; the second report lets you know if your message will pass through spam filters. To view a report about graphic link errors and other potential issues In the right navigation bar, click Verify HTML. To view a report about spam filtering In the right navigation bar, click Spam Check. In both cases, a new window opens to display the report. After you finish adding contents and enhancements, click SAVE, and then you can do one of the following: Go back to the Settings page Use HTML Helper to make further changes Continue to add content and enhancements Click SAVE & NEXT to move to the Text & AOL page. Creating a Message, Part 5: Text & AOL Versions On the Text & AOL page, you can create a text version of your message. This will be viewed by customers who cannot view HTML messages. To create text from your HTML code (this is only available if your message is Multi-format/HTML and you have added HTML) In the right navigation bar, click Create Text from HTML. To upload content from a text file 1. In the right navigation bar, click Upload Text. 2. In the Upload Text window, click the Upload this file box and then type a file name. -or- Click Browse, navigate to the text file you want, and then click Open. 3. Click Upload. To preview your work Click Preview HTML. 36

37 Notes: You can add pre-existing content, demographics or enhancements to your message. There are some HTML-based enhancers that cannot be used in the text version of your message. You can check your content for errors and potential spam filtering. After you finish, you can do one of the following: Go back to the HTML page Click Save & Next to go to the Notes & Tasks page. Creating a Message, Part 6: Notes & Tasks To create a new note 1. Click the editing area under New Note, and then type your text. 2. Click Post. To delete a note In the Notes section, click the Delete command for the note. The Tasks section displays a list of tasks that you chose for all your messages on the List Settings page. A task is classified as one of the following: Required: If you send the message before a required task is completed, an error message appears. Reminder: If you send the message before a reminder task is completed, a message appears reminding you to complete the task. Optional: You can send the message without completing an optional task. No error message will appear. Disabled: This task does not appear on the task list. To mark a task as completed In the Tasks section, click the Done check box for the task, and then type a date in the Date Completed column. NOTE: To avoid a default unformatted 'unsubscribe' link from appearing at the bottom of a message, adding the "PI UNSUBSRIBE/UPDATE PROFILE" enhancer has been added as reminder task. Link Alias Lists 37

38 The Link Alias lists shows you the HTML and Text clickthru links in your message. You can create a more readable name for each link. Example: if you have a link called that links to the Movie Home Page, you give it a readable name of "Movie Home Page." This name shows up in reports. To view the HTML Link Aliases list or Text Link Aliases list Click HTML Link Aliases or Text Link Aliases. To give a link a more readable name In the box below the link, delete the current name and then type the name you want. Testing Your Message Before sending your message, you may want to run a test to make sure things like graphics, mail merge fields, and conditional statements function properly. You have two choices: the Quick Test and the Proof Test. To review your message for your errors and overall formatting Send it to yourself using the Quick Test. 1. In the left navigation bar, click View Messages. 2. Click the Actions box for the message you want to test, and then select Quick Test. 3. Click the Go button for your message. 4. Follow the directions on the screen to type an address, etc. When you are finished, click Send. Notes If you select the Proof Format check box, you will receive two versions of each the HTML/multipart version, and a text version. You can send a Quick Test message to an address that is not in your mailing list. A Quick Test is faster than a Proof Test because it bypasses the normal mail queue. To get feedback from a group of people Create a Proof List, and then send the message to this group using the Proof Test. 1. On the View Messages page, click the Actions box for the message you want to test, and then select Proof. 2. Click the Go button for your message. 3. To add more members to the Proof List, click Add more Proof members. 4. To send both an HTML/Multipart and a text version of your message to each address, select the Proof Format check box. 5. When you are finished, click Send. Note You can run the Proof Test as many times as needed before sending your message to the full mailing list. Scheduling Your Message for Delivery After you have created your message and run tests to make sure there are no problems, you can schedule the message for delivery to your entire mailing list. 38

39 To schedule your message for delivery 1. In the left navigation bar, click View Messages. 2. Click the Actions box for the message you want to deliver, and then select Schedule. 3. Click the Go button for your message. 4. Click the boxes next to Delivery Date and Delivery Time, and then select the date and time information you want. 5. To apply a filter, click the Rule Filter box, and then select the filter you want. 6. To take advantage of seedbox monitoring, type one or more seed addresses in the Seed (s) box. 7. To apply a Suppression list, click the Suppression List box, and then select the list you want. 8. When you are finished, click Save. Note A filter is used to limit your mailing to certain list members. The filter can be based on demographic information (for example, a certain age group), what particular newsletters a user has signed up for, or clickthru history (for example, you can limit your message to only members who have answered a previous message). Editing the Confirm Opt-In Message The Confirm Opt-In message is sent to users who sign up for newsletters on your opt-in form. To edit the Confirm Opt-In message 1. In the left navigation bar, click View Messages, and then click System Messages. 2. Click the Actions box for the Confirm Opt-In message, and then select Edit. 3. Click Go. 4. Edit the message as you would any other message. IMPORTANT: You may alter the text but do not alter or remove the link in the Confirm Opt-In message; if you do, it may not work correctly. 39

40 Habeas Seedbox Monitoring Integration Seedbox monitoring lets you verify that your campaigns are not being blocked or filtered by any of the top ISPs and providers such as AOL, Hotmail, or Yahoo. When you include special "seed " addresses in a campaign, message reports give you a delivered percentage breakdown for each of these top domains. To include seed addresses in a campaign When you schedule your campaign, type the addresses in the Message Delivery section. Note Your account manager can provide more information about seed s. Creating a Message from a Template To create a message from a template 1. In the left navigation bar, click Create a Message. 2. In the Message Format section, click From Template. 3. Click the Please select box next to From Template, and then select the template you want. 4. Follow the usual steps to make the rest of your choices on the Settings page, and then click SAVE & NEXT. 5. Click Edit HTML for the first region you want to edit. 6. On the HTML page, follow the usual steps to add HTML to the editable region, and then click SAVE & NEXT. 7. Repeat steps 5 and 6 for other editable regions you want to edit. When you are finished, click SAVE & NEXT to go to the Text & AOL page. 8. Click Edit Text for the first region you want to edit, and then follow steps 9 and 10 -or- Click Use HTML content for Text Regions, and then skip to step

41 9. On the Text & AOL page, follow the usual steps to edit the text for the editable region, and then click SAVE & NEXT. 10. Repeat steps 8 and 9 for other editable regions you want to edit. When you are finished, click SAVE & NEXT to go to the Notes & Tasks page. 11. Follow the usual steps to make changes on the Notes & Tasks page, and then click SAVE & FINISH. Note After a template-based message is finished, it is disconnected from the template. Changes to a template do not affect messages that are based on it. Content Library About the Content Library In the Content Library, you can web host images and data files and create dynamic content and enhancers (Forward to Friend, Update Profile, Web Version) which you can then insert into your messages. To open the Content Library In the left navigation bar, click Content Library. Working with Folders in the Content Library When the Content Library is open, there are three main folders in the left navigation bar: Uploaded Content: Contains picture or text files stored on the Pulse server. Upload content to the folder with your station call letters only. Dynamic Content: Contains content that is customized for each recipient. 41

42 Enhancers: Contains a variety of features that you can insert into your messages, such as Forward to Friend and Update Profile. To view subfolders in a folder On the Uploaded Content page, click the plus sign to the left of the folder name. You can view all folders by clicking Expand All. To create a subfolder 1. On the Uploaded Content page, click Manage Folders. 2. In the Manage Folders window, click the Create New Folder command for the folder you want. 3. In the Folder Name box, type a name, and then click SAVE. Viewing Content To view content in the Content Library 1. In the left navigation bar, click Content Library. On the Uploaded Content page, click the folder you want. 2. If necessary, click one or more subfolders until the screen displays the content you want. To preview content On the Uploaded Content page, click the Preview button for the content you want to preview. To search for content 1. On the Uploaded Content page under Search, click the Find box, and then click File Name or File Type. 2. Click the box that says beginning with, and then click the criterion you want. 3. Click the empty text box to the left of the Search button, type the text you want to search for, and then click Search. To view all content again after doing a search Delete any text in the text box to the left of the Search button, and then click Search. To view different sections of the Content table, choose one of the following First 10 Rows Previous 10 Rows Next 10 Rows Last 10 Rows Expand Rows Uploading Content to the Content Library You can upload images or HTML, Word, or PDF documents to the Content Library. 42

43 To upload content 1. In the left navigation bar, click Content Library. 2. In the Content Library window, click Upload Content. 3. To upload to a specific folder, click the Folder Name box, and then click the folder or subfolder you want. 4. Click Browse, navigate to the file you want, and then click Open. 5. Click SAVE. Creating Dynamic Content You can include dynamic content in your messages that is customized for each customer. The content makes use of logic statements and demographics. To create new dynamic content with a single logic statement 1. In the left navigation bar, click Content Library, and then in the Content Library window's left navigation bar, click Dynamic Content. 2. Click New Dynamic Content. 3. Click the Dynamic Content Name box, and then type a name. 4. Click the Folder Name box, and then click the folder you want to create the content in. 5. Click Add Statement. 6. Click the box under Demographic, and then click the demographic you want. 7. Click the box under Operator, and then click the comparison statement you want. 8. Click the box under Value, and then type or select the value you want (the operation of the box changes depending on which type of value you choose). 9. In the Conditional Content section, add the content that will be inserted if the condition in Step 2 is met. Follow the usual steps to add HTML content. When you are finished, click SAVE STATEMENT. 10. Do one of the following: If you are in the process of creating a message and want to insert the dynamic content, click SAVE STATEMENT, and then click SAVE & INSERT. If you are creating the dynamic content outside of any message, click SAVE STATEMENT, and then click SAVE. 43

44 Note Before clicking SAVE or SAVE & INSERT, you can edit your work by clicking EDIT VIEW or delete logic statements and content and start over by clicking DELETE. To create new dynamic content with multiple logic statements 1. On the Uploaded Content page, click Dynamic Content. 2. Click New Dynamic Content. 3. Click the Dynamic Content Name box, and then type a name. 4. Click the Folder Name box, and then click the folder you want to create the content in. 5. Click Add Statement. 6. Click the box under Demographic, and then click the demographic you want. 7. Click the box under Operator, and then click the comparison statement you want. 8. Click the box under Value, and then type or select the value you want (the operation of the box changes depending on which type of value you choose). 9. Click + ADD ANOTHER CONDITION. 10. Do one of the following: To require that the first AND second logic statements be met before the content is inserted Under Logic, leave the AND setting as is. To require that the first OR second logic statement be met before the content is inserted Under Logic, click AND, and then select OR. 11. Repeat steps 9 and 10 until you have added all the logic statements you want. 12. In the Conditional Content section, add the content that will be inserted if the condition in Step 2 is met. Follow the usual steps to add HTML content. When you are finished, click SAVE STATEMENT. 13. Do one of the following: If you are in the process of creating a message and want to insert the dynamic content, Click SAVE STATEMENT, and then click SAVE & INSERT. If you are creating the dynamic content outside of any message, Click SAVE STATEMENT, and then click SAVE. Note Before clicking SAVE or SAVE & INSERT, you can edit your work by clicking EDIT VIEW or delete logic statements and content and start over by clicking DELETE. Enhancers About Enhancers With Enhancers, you can insert commonly used features without having to generate the HTML or text each time. They are a great way to create personalized and interactive newsletters. 44

45 Working with Enhancers To view your Enhancers 1. In the left navigation bar, click Content Library. 2. In the Content Library window, click Enhancers. If necessary, navigate to a subfolder until the screen displays the content you want. To search for an Enhancer 1. Under Search, click the Find box, and then click File Name or File Type. 2. Click the box that says beginning with, and then click the criterion you want. 3. Click the empty text box to the left of the Search button, type the text you want to search for, and then click Search. To view all Enhancers again after doing a search Delete any text in the text box to the left of the Search button, and then click Search. To view different sections of the Enhancers table, choose one of the following First 10 Rows Previous 10 Rows Next 10 Rows Last 10 Rows Expand Rows To perform an action on an Enhancer (such as Edit or Delete) Under Actions, click the command for the action you want. Creating an Enhancer NOTES: Please do not create an enhancer for Update Profile, Admin Center, or Unsubscribe - use the custom 'PI Edit Profile and Unsubscribe' enhancer that has already been created for you for updating profile and unsubscribe functions. The link on that enhancer ensures that he updating and unsubscribing process work properly. When naming enhancers, do not include spaces in the names. 45

46 To create an enhancer 1. In the left navigation bar, click Content Library, and then in the Content Library window's left navigation bar, click Enhancers. 2. Click New Enhancer. 3. Click the Enhancer Name box, and then type a name. 4. Click the Folder Name box, and then click the folder you want to create the Enhancer in. 5. Click the Enhancer type you want, and then click Next. 6. Follow the steps below for the type you chose. Enhancer Types Unsubscribe/Edit profile Enhancer We have created you an enhancer titled "PI EDIT PROFILE AND UNSUBSCRIBE LINK". Please use this enhancer instead of creating a separate one for Unsubscribing or Updating profile. If you create ones through the system, they won't work correctly with the Opt-in Form you created in the main Pulse Admin tools. You may edit the copy of the PI enhancer link in step 6 of the 'edit enhancer' process but do NOT change the hyperlink. All other steps can be ignored since this enhancer links the user to the opt-in form you built via Pulse admin. Web Version The Web Version enhancer provides a link to a full HTML rendering of your message. This can come in handy if your customer's program fails to render your HTML message correctly. To customize the HTML version of the Web Version enhancer In the Enhancer Info box, edit the text before the link tag. Note: When a customer clicks a Web Version enhancer in a text message, a web page containing that text displays. To make an HTML version available in text messages, you must host the HTML page and provide a link to it. You can use the Content Library to do this. Referral The Referral enhancer lets your customers your messages to others. This increases your range of contact and interest in your messages. There are two types of referrals; the first is embedded in your message and the second, web-based type is called Web Referral. The first few steps to create either type are the same; the web-based version requires additional steps. 1. To change the referral message, select the text in the Referral message box, and then make the changes you want. 2. To include a URL after referring, click the URL after referring text box, and then type a URL. 46

47 3. To allow multiple referrals in one form, under Advanced Options, click the Number of input boxes box, and then type the number you want. 4. To allow your customer to include a personalized message, under Personalized Message, click Add textarea for custom message, and then type numbers into the Columns and Rows boxes. Each column is approximately eight pixels; each row is approximately 16 pixels. Web Referral Web referral is an alternative way to refer messages. Your message will contain a "Send this message to a friend" link which redirects your customer to a web-based form where they can type addresses. To use Web Referral, you must create the web page that hosts the referral HTML code. 1. Under Web Referral, select the check box for Use Web version of referral system. 2. In the Web Referral URL box, type the URL where you intend to host the referral form. There is a concept of an associated message with this enhancer. If you want to associate a different message to this referral you can use the associated message box and enter the message ID of an already created message: This is useful of you want to change the message the friend gets. For example, the original had a coupon for a 4th of July sale. You can return to this enhancer and associate a different message on the 5th of July. All messages currently deployed with this enhancer will now use the new message you've associated. If you have not assigned an associated message in this enhancer, the enhancer will refer an exact copy of what your original recipient saw. 3. Click Next. 4. You can preview the enhancer on this page. When you are finished, click Save. 5. Make any desired changes to the Message HTML code to alter the way the referral looks in your message. For example, you want to use an image to click on rather than a link. You can alter this code and save it to alter what is inserted into your message. 47

48 6. Copy the code in the Web Page HTML window and paste it on the page you specified earlier in the process (in our example it was 7. When you are finished, click Save. You can now place the enhancer in the message by inserting the tag. NOTE: There is a step-by-step tutorial in Appendix A at the end of this manual for creating and adding a web based referral enhancer. Custom With a custom enhancer, you can combine various types of content (HTML, Flash, Shockwave, Java, etc.). You can then, for example, easily insert your company logo into all of your messages. Instead of inserting the HTML or Java each time, create a custom enhancer that contains the desired information and place the tag in your message. IMPORTANT: You must create the enhancer with absolute references since the file is not stored on the application s servers. To create a custom enhancer 1. In the Custom Enhancer window under Enhancer Info, click the editing area, and then insert your content. 2. You can preview the enhancer on this page. When you are finished, click Save. 48

49 Reports About Reports In the Reports section, you can access your data and information on your customers and your campaigns. You can gather information on an individual basis through filters that you create based on your demographic information. Main Reports In this section you can see numerous aspects of your mailing list. To access reports type your desired mailing list and click on the 'Reports' link from the navigation bar. The following screen appears: Viewing Message Reports After you send a message, you can view reports that give you valuable information about the results of your mailing. To view reports about a message that has been sent 1. In the left navigation bar, click View Messages. 2. Click the box in the Actions column for the message, and then select View Reports. A window opens containing the Standard Message Report and a tab for the Visual Message Report. To download a report summary Click the Download command in the report window (the text following "Download" varies depending on the type of report). To view a report about a specific delivery statistic Under Delivery Statistics, click the name of the category (blue text indicates an available report). To view a clickthru report Under Clickthru Report, click Opens Histogram, Clicks Histogram, Demographic Breakdown, or Filter Report. 49

50 To view the target page for a link in your message In the HTML Clickthrus section, click the link you want. To view a demographic breakdown for clicks on a link In the HTML Clickthrus section under Unique Clicks, click the number for the link you want. To view a list of recipients who clicked a link In the HTML Clickthrus section under Unique Clicks, click the Breakdown command for the link you want. To view a more visual presentation of your message report Click Visual Message Report. To view the HTML or text version of your message In the Visual Message Report, click HTML or Text. About the List Breakdown Report List breakdown reports let you view information about your list such as the types of addresses that comprise your list, new subscribers, and most active members. To download, click on 'download list' or the name of the list. To view List Breakdown Reports click the List Breakdown link from the Navigation bar. Most Active Members The most active members are the ones in your list that respond to most to your campaigns. These rankings are based on the messages that the member is sent, how many messages were opened, and how many links were clicked. To view the Most Active Members report 1. In the left navigation bar, click List Breakdown. 2. Click Most Active Members. 3. In the boxes to the right of Messages Sent Between, type in the beginning and end dates for the report. You can also click the calendar buttons and then choose a date. 3. Click GENERATE. 4. To save your results in an Excel.csv file, click Download Results. Demographic Breakdown The demographic breakdown lets you see your list separated by demographics. When you click Demographic Breakdown a new window opens with all your enabled demographics. Your list breakdown shows the number and percentage of members in each demographic that comprise your list. To view the Demographic Breakdown Report 1. In the left navigation bar, click List Breakdown. 2. Click Demographic Breakdown. 50

51 3. In the Calculate Demographic Totals window, click the demographics you want to include, and then click Generate this breakdown. Demographic by Filter This section lets you view your list in an even more descriptive way using a powerful cross-referencing tool. You can apply any previously created filter and see the breakdown of demographics of the members in your list. For example, if you have a filter that applies only to members that live in California, you can use this filter to modify your search and receive a demographic breakdown of all the members that match the filter. To view the Demographics by Filter Report 1. On the List Breakdown page, click Demographics by Filter. 2. Click the select boxes for the filters you want to include. 3. Click GENERATE. 4. In the Calculate Demographic Totals window, click the demographics you want to include, and then click Generate this breakdown. Top Domain Top Domain breaks down your list in terms of the domain of the addresses. All domains are listed along with the percentage of your list that they comprise; a pie graph showing the domains which make up more than five percent are displayed. Free accounts are highlighted red. You can search for specific domains using the search tool on this page. To view the Top Domains report 1. On the List Breakdown page, click Top Domains. 2. To search for a domain, in the Search for Domain box, type the domain you want. 3. Click FIND. Clickthru Report Lets you specify a time range and find users that have clicked specific links or all links across messages. To view the Clickthru Report 1. On the List Breakdown page, click Clickthru Report. 2. Click the message type you want, and then click SAVE & NEXT. 3. In the URL box, type a link. 4. To change the date range, select the dates in the Clicked Between boxes, and then insert the dates you want. 5. Select the check box for at least one message, and then click GENERATE. 6. Do one of the following: To view a report about an individual message, click the Clickthrus command for that message. To view a cumulative report for all the messages you selected, click GENERATE, and then choose Generate report now - I will wait or Notify me when the download is complete. New Subscribers New Subscribers gives you a detailed look at your newest subscribers and helps you keep track of how many new customers you are receiving. To view or download the report, click New Subscribers. Specify date range and click GENERATE. 51

52 To view the New Subscribers Report 1. In the left navigation bar, click List Breakdown. 2. Click New Subscribers. 3. Choose your start and end dates, and then click GENERATE. New Unsubscribers New Unsubscribers gives you a detailed look at your newest unsubscribes which help you keep a running tally on how many customers are unsubscribing from your list. To view or download the report, click New Unsubscribers. Specify a date range and then click GENERATE. To see when a specific member unsubscribed, you can click their user profile and view their complete activity report. To view or download the report, click View. To view the New Unubscribers Report 1. In the left navigation bar, click List Breakdown. 2. Click New Unsubscribers. 3. Choose your start and end dates, and then click GENERATE. About Overview Campaign Reports Overview Campaign reports are based on the messages that have been sent and are a way for you to see how successful your mailings are. These reports give you complete statistical information on every message you send, including the number of s opened, the clickthru rates for each message, and the user profile of each member who was sent an . To view your Overview Campaign reports In the left navigation bar, click Campaign Reports. To create an Overview Campaign report 52

53 1. Click Build New Report. 2. In the boxes to the right of Messages Sent Between, type in the beginning and end dates for the report. You can also click the calendar buttons and then choose a date. 3. To filter the report, click the Filter box, and then select a filter. 4. To restrict the report to a category, click the Category box, and then select a category. 5. To include trigger messages in the report, select the Show Trigger Messages check box. 6. In the Date column, select the check boxes for the messages you want to include. You can select all messages, or deselect them, by clicking those commands. 7. Click SAVE & NEXT. 8. In the Report Name box, type a name for the report. 9. To receive the report more than once, click the Build Report box, and then select the frequency you want. 10. If you chose Once as the frequency, you can click the boxes next to Date and choose a new date. 11. Click the Time box and then select a time. 12. To include the most recent message every time a report is generated, select Extend End Date?. 13. To change the address the report is sent to, edit the address in the Notify box. 14. Click SAVE & FINISH. The report is listed in the Saved Reports section along with its status and schedule time. When the report is generated, you will receive an giving you partial results and asking that you log in to your account. To view your report 1. On the Campaign Reports page, click the Results command for the report you want. 2. To view the message, click View Message button. 3. To download the results, click the here command in the sentence below: To create an Instant Clickthru Breakdown Report 1. On the Campaign Reports page under Instant Clickthru Breakdown Report,. 2. In the boxes to the right of Messages Sent Between, type in the beginning and end dates for the report. You can also click the calendar buttons and then choose a date. 3. To filter the report, click the Filter box, and then select a filter. 4. To restrict the report to a category, click the Category box, and then select a category. 5. To include trigger messages in the report, select the Show Trigger Messages check box. 6. In the Date column, select the check boxes for the messages you want to include. You can select all messages, or deselect them, by clicking those commands. 53

54 About Individual Campaign Reports Individual Campaign Reports let you view important information about individual mailings. They contain the Message Summaries, Delivery Statistics, Clickthru Reports, Effectiveness, and Referred Newsletters. They also give you graphical representations of campaign statistics with the Activity Pie Chart, HTML Clickthrus Pie Chart, Opens Histogram, Clicks Histogram and Demographic Breakdown. You can view the reports of any campaign in several ways. In Account Home or the messages section click Report. You can also go to the mailing list home page or reports home page and click Reports. The following page appears: Message Summary The Message Summary displays the Subject, Name, Category, Sent information, and the From address. You can also see which filters were applied, what formats they were in, tracking options, and the on/off status of random groups. Delivery Statistics Delivery Statistics give you a total number, percentage (Pct.) and average percentage (Avg. Pct.) of members in each category. The categories below are displayed in the Delivery Statistics. To view or download Sent, Unique Opens, Clicked, and Bounced reports, click the name and then click Download Report on the following page. Sent: Members that were sent this message. Total Opened: Total number of times the message was opened by all members. 54

55 Unique Opened: Number of unique members that opened this message. Clicked: The number of members that clicked any link of this message. Unsubscribed: The number of members that unsubscribed from the list. Bounced: s that were returned. Delivered: The total number of s that were sent minus the number of s that were returned (bounced). The total number of s that actually reached their destinations. Spam Complaints Spam Complaints are the number of complaints received on behalf of this particular campaign. Note that most campaigns, whether completely opt in or not, will receive a spam complaint at some time. Be sure to watch your spam complaint count to ensure that your numbers do not become alarming. We have a strict no-spam policy and will notify you for further action if the ratio of spam per message becomes alarming. Effectiveness The Effectiveness of your campaign takes into account three factors: Spam Complaints, the Mailing Effectiveness Index(tm), and the List Quality Index(tm). The Mailing Effectiveness Index and the List Quality Index are two proprietary rating systems that we have created to enable clients to gauge the effectiveness of their mailings and the quality of their lists. Mailing Effectiveness Index This index gauges the success and effectiveness of a particular mailing. A higher score for Mailing Effectives Index indicates a better mailing. The number of opens and clickthrus of a mailing increase the score, and the number of unsubscribes and spam complaints decrease it. This effectiveness calculation is based on the following: # of messages opened # of messages with clickthrus # of unsubscribes after receiving this message # of spam complaints in response to this message # of referrals (if applicable) List Quality Index This index gauges the quality of a particular list. A higher score for LQI indicates a better list quality. Every time a mailing is sent out, a corresponding LQI is calculated. This provides clients the ability to see the quality of their list change over time. The number of opens of a mailing increase the score, and the number of bounces and spam complaints decrease the score. The average index is 100. This index calculation is based on the following: # of messages opened # of bounces # of spam complaints in response to this message Lowest Possible Index: 0 Average Index: 100 Highest Possible Index: 200 About Clickthru Breakdown Reports The Clickthru Breakdown Report shows you the total clicks of all links in the messages you select. To create an Instant Clickthru Breakdown Report 1. In the left navigation bar, click Campaign Reports. 55

56 2. Click the boxes to the right of Messages Sent Between, type in the beginning and end dates for the report, and then Refresh. 3. You can also click the calendar buttons and then choose a date. 4. To filter the report, click the Filter box, and then select a filter. 5. To restrict the report to a category, click the Category box, and then select a category. 6. To include trigger messages in the report, select the Show Trigger Messages check box. In the Date column, select the check boxes for the messages you want to include. You can select all messages, or deselect them, by clicking these commands: 7. Click Generate. 8. To view the report now, click the Generate report now button. 9. To wait for notification that the report is finished, click the Notify me button. Note To view a report for an individual message, click the Reports command for that message. About ed List Reports ed Reports Many of the reports available in the system can be sent to the address of your choice. This can save time by providing your information automatically, without the need for you to go into your account. There are two types of ed reports that you can enable: General Reports deal with mailing-list related reports while Message Reports deal with the statistics related to your campaign. You can have general reports ed that generate data on the Demographic Breakdown, Breakdown of Free Addresses, New Monthly Subscribers, and New Monthly Unsubscribers to your list. ed Message Reports will give you access to the Message Summary and Statistics of the campaign of your choice. You receive the total numbers and percentages of Clickthrus and opens, Bounces and Unsubscribes, and HTML Clickthru Links. Enabling General Reports To enable this option click Create ed List Reports which takes you to a page that displays the available reports. In the Enabled column you can check the status of the desired report. If enabled, a Disable Report link is shown. If not enabled, there is a link letting you enable the report. 56

57 This displays a new window that lets you set your delivery options. Set the desired frequency, date, and time of delivery as well as the to and From addresses and then click SAVE. If the report is enabled but you wish to change the delivery schedule, click Edit and then make the appropriate changes. You can click View Report to see the report of interest. For Demographic Breakdown only, you must select which demographic value to report on and then click Generate Report. This generates the data and gives you the option to view or download the results of the report to your computer. For New Monthly Subscribes and New Monthly Unsubscribes you can download the report by clicking Download. 57

58 About the Clickthru Report The Clickthru Report displays the number of Total Links, Total Clicks, and Percentage for HTML links and for Text links. It shows totals for both as well. Opens Histogram The Opens Histogram displays the number of s opened in the first 48 hours after the message is delivered. Pulse tracks open messages indefinitely; however, graphical representation is most descriptive within the first 48 hours. To view a Histogram Report, click Opens Histogram in the ClickThru Report section. 58

59 Clicks Histogram The Clicks Histogram displays the number of clicks in the first 48 hours after the message is delivered. To view a Histogram Report, click Opens Histogram in the ClickThru Report section. Demographic Breakdown The Demographic Breakdown Report displays the number of clicks from the time that the campaign message is delivered. To view a Demographic Breakdown Report, click the Demographic Breakdown link in the Clickthru Report section. Filter Report Clicking Filter Report opens a new window which displays all filters. Click View Results to see or download the addresses of members who match the filter. You have the option to specific filters to one address. After selecting the filter to click GENERATE to send the report. Referred Newsletters This section shows you the Total number of Unique Referrers as well as Total Referrals. Activity Chart and HTML Clickthrus The Activity Chart displays the percentages of the people who were sent the campaign who: Opened Only, Opened and Clicked, Unsubscribed, and Bounced. The HTML Click thru graph shows the links in the message and the percentage of people that clicked the links. If you have link aliases saved, an alias will be in place of Link #. HTML Clickthrus The HTML Click thru section of the Report page displays each link included in the Message. The Total Clicks as well as the Unique Clicks are displayed by the number of members as well as the percentage of 59

60 members who clicked. Clicking the Link Breakdown allows you to view the demographics of the members who clicked each link. About ed Message Reports To enable message reports click Create ed Message Reports. This takes you to a page that displays your most recently sent message. To enable a new report click the messages you would like a report on and and then click SAVE and NEXT. You are prompted to specify delivery schedule and delivery time. You can have the report ed once, daily, weekly, or monthly, and at the time or day of the week that you choose. On the ed Message Reports page the enabled report appears; you can edit the scheduling options and disable existing reports on this page. Caution: Disabling a report will delete it. About the Visual Message Report The Visual Message Report allows you to see where your clicks were in relation to the location in your message. Each click is color coated based on what percentile they qualify for. The top 25% are in green, second 25% in blue, third 25% in yellow, bottom 25% in red, and no clicks are displayed in gray. Clicking on the link in the message expands the report to tell you total click thru results on that link. 60

61 Segments About Segments Segments help you target your message to a specific customer group. When you create a segment and then attach it to a message, the message only goes to the customers who meet the restrictions of the filter. These can include demographic restrictions (for example, the message goes only to customers who match a certain age range, gender, or location) or activity restrictions (for example, the message goes only to customers who opened a previous message). You can combine both types of restrictions in the same segment. To view your segments In the left navigation bar, click Segments. You can edit or delete an existing segment or view a report on segment results. 61

62 Creating a Demographic Segment To create a segment with a demographic restriction 1. In the left navigation bar, click Segments. 2. Click Create Segment. 3. Enter a segment name. 4. Click ADD DEMOGRAPHIC RESTRICTION. 5. Select the demographic you want, and then click NEXT. 6. Follow the instructions to select or type a restriction. If an Additional Values box appears, you can type one or more additional values (you must separate multiple entries with commas). 7. You can choose one or more optional parameters: 62

63 Match blank or NULL values only: Your message will be sent only to members who have no value selected for this demographic. Match inverse: Your message will be sent to all members except ones who match this value. For example, if you type and then select Match inverse, your message will go to all members except those who belong to AOL.com. Match using range: Lets you match values in a range. You can choose greater than, less than, or in between (inclusive). 8. Click NEXT to return to the main edit page. 9. Do one of the following: To add another demographic restriction, repeat steps 4 through 8. To edit the logic of your statement (if there are two more restrictions), click Edit Logic. To complete your segment, click SAVE & FINISH. Note You can add activity restrictions to your segment. To learn more, see the next topic, "Creating an Activity Segment." Creating an Activity Segment To create a segment with an activity restriction 1. In the left navigation bar, click Segments. 2. Click Create Segment. 3. Click ADD ACTIVITY RESTRICTION. 63

64 4. Continue with one of the procedures below To base your segment on a particular message 1. Click Individual Message Activity, and then click a message type. 2. Click SAVE & NEXT. 3. To change the date range for available messages, click the boxes next to Displaying. 4. Select the message you want, and then click SAVE & NEXT. 5. Under Action, click the option you want to set as your restriction. 6. To send your message to all members except ones who match the activity restriction, click Match Inverse. 7. Click NEXT. Do one of the following: To add another activity restriction, click ADD ACTIVITY RESTRICTION and repeat the steps detailed above. To edit the logic of your statement (if there are two or more restrictions), click Edit Logic. To complete your filter, click SAVE & FINISH. To base your segment on a combined total of clickthrus across multiple messages 1. Click Aggregate Clickthru Activity, and then click a message type. 2. Click SAVE & NEXT. 3. Follow the instructions on the screen to type a link (if desired) and select messages. 4. To view a Clickthru report for a message, in the Reports column, click the Clickthrus command for that message. 5. Click NEXT. 6. Do one of the following: To add another activity restriction, click ADD ACTIVITY RESTRICTION and repeat the steps detailed above. To edit the logic of your statement (if there are two more restrictions), click Edit Logic. To complete your segment, click SAVE & FINISH. 64

65 Note You can add demographic restrictions to your filter. To learn more, see the previous topic, "Creating a Demographic Filter." About Segment Logic Statements If your segment contains only one restriction, there is no logic statement. However, if you add another restriction, you must make a decision: do you want the segment to activate when Restriction 1 AND Restriction 2 are in effect, or when Restriction 1 OR Restriction 2 are in effect? For each additional restriction, you must make a similar decision, until your segment is structured the way you want. This structure is called a logic statement. The AND Operator takes a series of elements and puts them together to create a statement. Here is an example of a filter's logic statement: Send this message to: Women (filter restriction #1) AND Age range (filter restriction #2) AND California resident (filter restriction #3) The message will be sent only to customers who meet all three conditions. The OR operator also combines elements in a statement, but offers slightly different logic: Send this message to: Anyone who plays: guitar OR bass OR keyboards The message will be sent to customers whose "What instrument do you play?" demographic is listed as either guitar, bass or keyboards Changing the Logic of a Segment To edit the logic of a filter 1. In the left navigation bar, click Segments. 2. Click the Edit command for the segment you want to modify. 3. Click Edit Logic. 4. Click Clear Statement. 5. Click the condition you want as the first condition in the logic statement. 6. Click one or more of the operators (the choices you make depend on how you want to structure your statement), and then continue adding conditions and operators as desired. 7. When you are finished, click Save. CAUTION: The filter is not saved until you click the Save button. If you go to another page before you click Save, any work you did up to that point will be lost. 65

66 Creating Segments: Some Examples This tutorial lets you practice creating different kinds of segmentss. You will add demographic restrictions, change the logic of the restrictions, and add an activity restriction. The demographics you will use are created in the Creating a Demographic: Some Examples tutorial. In the tutorial, assume the role of a dealer selling musical instruments on the web. Scenario #1: You just received a good deal on high-end guitar cases, so you want to offer them at a special price to your guitar-playing customers. 1. In the left navigation bar, click Segments. 2. Click Create Segment. 3. In the Segment Name box, type Guitar Players Only. 4. Click ADD DEMOGRAPHIC RESTRICTION. 5. Under Select Demographic, click Main Instrument, and then click NEXT. 6. In the Specify Restriction section, click guitar, and then click NEXT. 7. Click SAVE & FINISH. Scenario #2: You're having a sale on acoustic guitars. You want to target your mailing to guitar players, bass players, and anyone thinking about buying an instrument for someone else (for example, a parent getting a gift for a child). 1. In the left navigation bar, click Segments. 2. Click Create Segment 3. In the Segment Name box, type Guitar, bass and gift buyers. 4. Click ADD DEMOGRAPHIC RESTRICTION 5. Under Select Demographic, click Main Instrument, and then click NEXT. 6. In the Specify Restriction section, click guitar, and then click NEXT. 7. Click ADD DEMOGRAPHIC RESTRICTION. 8. Under Select Demographic, click Main Instrument, and then click NEXT. 9. In the Specify Restriction section, click bass, and then click NEXT. 10. Click ADD DEMOGRAPHIC RESTRICTION. 11. Under Select Demographic, click Are you planning to buy an instrument?, and then click NEXT. 12. In the Specify Restriction section, click Yes, and then click NEXT. 13. Click ADD DEMOGRAPHIC RESTRICTION. 14. Under Select Demographic, click Which instrument?, and then click NEXT. 15. Click the first box under Specify Restriction, and then type guitar,bass 16. Click NEXT. As you can see, there are four demographics that make up this segment. 66

67 There's a problem, though. When you add two or more restrictions, the application automatically inserts the AND operator between each one. So right now, this filter ensures that the message you attach it to goes only to customers who: play guitar AND play bass AND are planning to buy an instrument AND the instrument they are planning to buy is guitar or bass As you can imagine, the number of customers meeting all those conditions will be quite small. Let's fix this logic so that the message goes to customers who: play guitar OR play bass OR are planning to buy an instrument AND that instrument is guitar or bass 1. Click Edit Logic (located next to Logical Statement). 3. Click Main Instrument is guitar. 4. Click the OR operator. 5. Click Main instrument is bass. 6. Click the OR operator. 7. Click the OR operator. 8. Click Are you planning to buy an instrument? is Yes. 9. Click the OR operator. 10. Click Which instrument? is guitar,bass. 11. Click the OR operator. You have successfully replaced the AND operator with the OR operator between the first three restrictions. We left the AND operator between restrictions three and four because we want both conditions to be met. You didn't insert the OR operator between restrictions 1 and 2 or restrictions 3 and 4, so the application automatically grouped them together. 67

68 12. Click Save. 13. Click SAVE & FINISH. Scenario #3: It's a few days before your guitar sale, and you want to send out a reminder message. You want to target only customers who opened your last In the left navigation bar, click Segments. 2. Click Create Segment. 3. In the Segment Name box, type Second notice about guitar sale 4. Click ADD ACTIVITY RESTRICTION. 5. Under Individual Message Activity, click Regular Message or Distribution Group Message. 6. Click SAVE & NEXT. 7. Under Available Messages, click the message that was previously sent, and then click SAVE & NEXT. (For the purpose of this tutorial, you can use any message). 8. Under Action, click Opened this message at least 1 times, and then click NEXT. 9. Click SAVE & FINISH. Triggers About Triggers You can set up a trigger to automatically send a message if (or when) certain conditions are met. For example, you can create a trigger that sends a birthday message to each customer a week before their birthday, or sends a follow-up a specified period of time after a customer clicks a link on a web page. Creating a Trigger Part 1: Getting Started To create a Trigger 1. In the left navigation bar, click Triggers. 2. Click Create Trigger. 3. Enter a trigger name. 4. Click ADD NEW ACTION. 5. Click the action you want to require, and then click SAVE & NEXT. 68

69 6. The next few steps depend on which type of action you chose. Creating a Trigger Part 2: Choosing a Trigger Type Completes a Survey Do one of the following: To activate the trigger when customer submits any survey 1. In the Action Options section, click Trigger for any completed surveys. 2. To exit the main Triggers edit page, click SAVE & FINISH. To activate the trigger when the customer completes a specific survey 1. Click Trigger for the specified survey. 2. Click the text box or the specified command. 3. In the Surveys window, click a survey, and then click CONTINUE. 4. To exit to the main Triggers edit page, click SAVE & NEXT. Clicks a Link 1. In the Action Options section, click the text box or the specified command. 2. In the Messages window, select the message that contains the link you want, and then click SAVE & NEXT. 3. Follow the instructions to insert the link you want into the Selected link box, and then click SAVE & NEXT. 4. To exit to the main Triggers edit page, click SAVE & NEXT. Note The Clicks a Link trigger is based on a specific link in a specific message. You may have the same link in multiple messages; however, the trigger activates only when the customer clicks the link in the message you select. Opens an 1. In the Action Options section, click the text box or the specified command. 2. In the Messages window, select the message you want, and then click SAVE & NEXT. 3. To exit to the main Triggers edit page, click SAVE & NEXT Joins this mailing list Do one of the following: To activate the trigger when the customer joins at any time 1. In the Action Options section, select Joins at any time. 69

70 2. To exit to the main Triggers edit page, click SAVE & NEXT. To activate the trigger when the customer joins on or after a specific date 1. In the Action Options section, click Joins on or after this date, and then click the date boxes and select the dates you want. 2. To exit to the main Triggers edit page, click SAVE & NEXT. Updates Profile In the Action Options section, Any Time is already selected. To exit to the main Triggers edit page, click SAVE & NEXT. Demographic Value 1. In the Action Options section, click the Whose demographic text box. 2. In the Select Demographic window, click the Demographic box, and then select the demographic you want.the Demographic Value item changes to offer the appropriate values for the demographic you chose. 3. Select or type the Demographic Value item you want, and then click CONTINUE. 4. To change how the demographic relates to its value (for example, "is greater than"), click the is box, and then select the value you want. 5. To exit to the main Triggers edit page, click SAVE & NEXT. Visits a web page after receiving a message Do one of the following: To activate the trigger when the customer visits a web page after receiving any message 1. In the Action Options section, select Any message. 2. To exit to the main Triggers edit page, click SAVE & NEXT To activate the trigger when the customer visits a web page after receiving any message 1. Click the Specific command. 2. In the Messages window, select the message you want, and then click CONTINUE. 3. To exit to the main Triggers edit page, click SAVE & NEXT. Creating a Trigger Part 3: Final Steps (Creating a Message, Editing Your Logic Statement) 1. On the main Triggers edit page, click Create message. Follow the usual steps to create a regular message. After you save and finish your message, the main Triggers edit page appears. 2. Do one of the following: To edit or delete your trigger, under Trigger Actions, click Edit or Delete. To edit or view your Trigger message, change the scheduling of your Trigger, or test your Trigger, click the appropriate command in the Trigger Message section. To edit your Trigger's logic, next to Logic Statement, click Edit. To learn more, see "Changing the Logic of a Trigger." To edit or delete an existing action, under Trigger Actions, click the Edit or Delete command for the action. To exit the main Triggers edit page, click SAVE & FINISH. 70

71 Notes You can continue to add actions to your Trigger. You can then edit the logic of your Trigger to increase its effectiveness in reaching your target audience. A Trigger occurs only after all of its actions take place. If your demographic value is based on a text box or text area, you must type in the value for your trigger. For example, to build a trigger for all individuals named Jane, select the First Name demographic and type Jane in the value field. To trigger a response, values must match exactly. The visits a web page after receiving a message option will not work unless you have an action tracking tag on your web page. A scheduled trigger message will be overwritten by a more recent scheduled trigger message. For example, if you schedule a trigger message to go out 24 hours after a customer updates their profile, and the customer updates their profile again before that message has been sent, the 24- hour delay starts again. They will receive a message 24 hours after their most recent update. The Updates Profile action will not cause a trigger to execute when the customer completes a survey. Use the Completes a Survey action for this type of customer action. About Trigger Logic Statements If your trigger contains only one action, there is no logic statement. However, if you add another action, you must make a decision: do you want the trigger to activate when Action 1 AND Action 2 are in effect, or when Action 1 OR Action 2 are in effect? For each additional action, you must make a similar decision, until your trigger is structured the way you want. This structure is called a logic statement. The AND Operator takes a series of elements and puts them together to create a statement. Here is an example of a trigger's logical statement: Activate this trigger for anyone who: Completes a survey AND Opens an The trigger is activated only when customers have performed both actions. The OR operator also combines elements in a statement, but works a little differently: Activate this trigger for anyone who: 71

72 Clicks Link #1 OR Clicks Link #2 The trigger is activated when customers click Link #1 or Link #2. Changing the Logic of a Trigger To change the logic of a trigger 1. In the left navigation bar, click Triggers. 2. Click the Edit command for the trigger you want to change. 3. Click Edit (located next to Logic Statement). 4. In the Edit Logic window, click Clear Statement. 5. Click the first action that you want in the trigger. 6. Click or.to learn more about these operators, see the previous topic, "About Trigger Logic Statements." 7. Click the next action you want in the logic statement. 8. Repeat steps 5 and 6 until all the actions have been inserted. 9. When you are finished, click Save. Creating a Trigger: Some Examples In this tutorial, you will assume the role of a musical instrument dealer selling your products on the web. You will practice creating both a simple trigger and a more complex one. The demographics you will use must first be created using the "Creating a Demographic: Some Examples" tutorial. Scenario #1: You want to send a message to customers two weeks after they join your list asking them about your product selection. 1. In the left navigation bar, click Triggers. 2. Click Create Trigger. 3. In the Trigger Name box, type the name Product Questions 4. Click ADD NEW ACTION. 5. Under Select Action, click Joins this mailing list, and then click SAVE & NEXT. 6. Under Action Options, click Joins at any time, and then click SAVE & NEXT. 7. Click Create message. Follow the usual steps to create a regular message. After you save and finish your message, the main Triggers edit page appears again. 8. Click Edit Scheduling & Delivery. 9. Under According to this schedule, click After, and then in the After box, type Click the at box, and then select Noon PST. 11. Click CONTINUE (you may have to scroll down to see the CONTINUE button.) In the Trigger Message section, the Scheduling note says "Message is sent 14 days later." 12. Click SAVE & FINISH. Scenario #2: You want to send a message containing a discount coupon to customers in New York and New Jersey a week before their birthday. You want to restrict this to customers who have opened a previous message. 1. In the left navigation bar, click Triggers. 2. Click Create Trigger. 3. In the Trigger Name box, type the name Birthday offer 4. Click ADD NEW ACTION. 72

73 5. Under Select Action, click Opens an , and then click SAVE & NEXT. 6. Under Action Options, click specified. 7. In the Clickthru Selection window, click the message you want, and then click SAVE & NEXT twice. (For the purpose of this tutorial, you can use any message.) 8. Click ADD NEW ACTION. 9. Under Select Action, click Whose demographic is a specific value, and then click SAVE & NEXT. 10. Click the Whose demographic box. 11. In the Demographic Selection window, click the Demographic box, and then click State/Province. 12. Click the Demographic Value box, click NY, and then click CONTINUE. 13. Click SAVE & NEXT., and then click ADD NEW ACTION. 14. Under Select Action, click Whose demographic is a specific value, and then click SAVE & NEXT Click the Whose demographic box. 16. In the Demographic Selection window, click the Demographic box, and then click State/Province. 17. Click the Demographic Value box, click NJ, and then click CONTINUE. 18. Click SAVE & NEXT.. We have added the actions we want, but there's a problem: when you add two or more actions, the application automatically inserts the AND operator between each one. So right now, this filter ensures that the message you attach it to goes only to customers who: Opens an AND Lives in NY AND Lives in NJ The database only accommodates one state of residence for each customer; we need to change the logic statement so that the trigger applies to customers who live in NY or NJ. 1. Click Edit (located next to Logic Statement). 2. In the Edit Logic window, click Clear Statement. 3. Click When a user opens an Click the AND operator. 5. Click When a user whose demographic is a specific value: State/Province is NY. 6.Click the OR operator 7. Click When a user whose demographic is a specific value: State/Province is NJ. 8. Click Save. 9. Click Create Message. Follow the usual steps to create a regular message. After you save and finish your message, the main Triggers edit page appears again. 10. Click Edit Scheduling & Delivery. 11. In the Scheduled Trigger Message window under According to this schedule, click the second option, and then type 14 in the days box. 12. Click the box that says 1 am PST, and then click Noon PST. 13. Click CONTINUE. You now have your actions and logic statement chosen Scheduling a Trigger for Delivery You can edit the scheduling and delivery of your trigger message during the creation process or any time after. The default setting for when to send a trigger message is "immediately." You can choose to send it 73

74 at a particular date and time in the future or before or after your customers' birthdays. You can have the message sent to the customer who activated the trigger or any other address. IMPORTANT NOTE: Keep in mind that, unlike a regular message, a trigger message is sent only after all the actions in its logic statement take place. A setting of "Immediately" means "Send as soon as all the actions have taken place." A setting of "After 7 days" means "Send 7 days after all the actions have taken place." etc. 1. Create your trigger (See steps 1 through 7 in the Creating a Trigger topic). 2. If desired, change the logic statement for your trigger. 3. Under Trigger Message, click Edit scheduling & delivery. To send the trigger message immediately Leave the schedule setting as is. "Immediately" is the default setting. To send the trigger message after a certain time period 1. Under According to this schedule, click After. 2. Click the After box, and then type the number of days between the time all trigger actions have been met and the time the message should be sent. 3. Click the 1 am PST box, and then click the time you want the message sent. 4. Click CONTINUE (you may have to scroll down to see the CONTINUE button.) To send the trigger message based on the customers' birthdays or date they were added to the mailing list 1. Click the second option under According to this schedule. 2. In the box to the left of days, type a number. This determines how many days before or after the target date the message is sent. 3. Do one of the following: To send the message before the birthday or add date, leave the before setting as is. To send the message after the birthday or add date, click before, and then click after. 4. Do one of the following: To send the message based on the Birth date demographic, leave the Birth date setting as is. To send the message based on the dateadded demographic, click Birth date, and then select date added. 74

75 To choose who to send the trigger message to Do one of the following: To send the message to the user who activated the trigger, leave the default setting as is. To send the message to another address, select the To the address check box, and then type an address in the text box. Example: Create a trigger message to your sales department to let them know that someone opened a specific link requesting information. Note: You can choose both of the options above. Trigger Response Behavior You can change how many trigger messages a customer receives, and how often. The default behavior is: Update Profile trigger: send a message every time a profile is updated. All other triggers: send a message only once. To choose the default setting Make no changes. To send the message only once to all customers Under Trigger Response Behavior, click Only once per individual. To send the message every time actions in the logic statement take place 1. Click Every time the trigger condition(s) are satisfied. 2. To limit message sending to a certain time period, click But only once every, and then click the days box and select a number. To send the message more than once, but not every time actions are met 1. Click Apply Proportional Limiter. 2. Click the Send to every box, and type the number you want. Example: if you type 3, the message will be send every third time the actions in the trigger's logic statement are met. To limit the number of responses and time period they're sent in 1. Click the check box to the left of the Limit Total Trigger Response option. 2. Click the first box in the option, and then type the number of messages you want. 3. Click the second box in the option, and then type the number of days you want. To enable or disable Clickthru tracking for TEXT version Select or clear Enable for TEXT version. To change the HTML encoding Under HTML Encoding, click the encoding you want. Notes HTML Encoding handles the character recognition as your message is encoded and sent out. 75

76 For US English s, text or HTML, select 7-bit encoding. For special characters or languages other than US English, select Quoted-Printable. Delivery is much slower when Quoted-Printable is applied. To change the character set Click the box below Character Set, and then choose the set you want. Notes Other character sets Pulse system recognizes are: Traditional Chinese (Big5) Simplified Chinese (gb2312), Japanese (euc-jp) Korean (euc-kr) Cyrillic (koi8-r) Cyrillic (windows-1251) Central European (windows-1250), Western European (ISO and Windows) If you need a character set that is not available in the software, contact Pulse Customer Support. You can enable or disable a trigger. You can clear a list member's trigger history, enabling them to continue receiving messages. Enabling and Disabling a Trigger After you create a trigger message and schedule it for delivery, it automatically activates whenever the actions in the trigger take place. In this state, it is considered "enabled." You can enable or disable triggers at any time. To enable or disable a trigger 1. In the left navigation bar, click Triggers. 2. To disable a trigger, in the Enabled Triggers section, clear the check box in the Name column for the trigger you want to affect, and then click the SAVE button in the same section. 3. To enable a trigger, in the Disabled Triggers section, select the check box in the Name column for the trigger you want to enable, and then click the SAVE button in the same section. 4. To enable all or disable all triggers, click Enable All or Disable All. Clearing a List Member's Trigger History A trigger history is kept for all trigger messages except those based on the Update Profile action. This prevents trigger messages from being sent repeatedly to the same user (unless you choose this). You can make a list member eligible to receive more trigger messages by clearing their trigger history. To clear a list member's trigger history 1. In the left navigation bar, click View Records. 2. Under Profile, click the Edit Member Profile button for the member you want. 3. Click Clear Individual Trigger History (located at the bottom of the page). 76

77 Distribution Groups About Distribution Groups You can create different versions of your message, test them on small random subsets of your mailing list, and then compare the results to see which message is most effective. This is called "split testing," and the subsets of your mailing list that you isolate for testing are called "distribution groups." This kind of testing eliminates any demographic or action-based bias that could alter your results. Once you determine which message gives the best results, you can send it to the rest of your list. Creating a Distribution Group To create a distribution group 1. In the left navigation bar, click Distribution Groups. 2. Click Create Distribution Group. 3. In the Distribution Group Name box, type a name. 4. Next to Distribution Type, click Percentage or Number. Percentage: lets you choose what percentage of your list will form the distribution group and receive your test message. Number: lets you choose the exact number of list members that will be in the distribution group and receive your test message. 5. If desired, click the Filter box, and then click a filter. 77

78 6. Click Save. 7. Click the Create Message command in the middle of the page. Follow the usual steps to create a regular message. After you save and finish your message, the main Distribution Group Messages window appears and your message is listed in the Messages section. 8. Repeat step 6 until all the messages you want to test have been created. 9. In the Distribution column, click the box for each message you created and do one of the following: If you chose the Percentage distribution type, enter the percentage of the list that you want to send the test message to. If you chose the Number distribution type, enter the number of list members you want to send the test message to. 10. Click Save Distributions. Scheduling a Test Message To schedule an individual message 1. In the left navigation bar, click Distribution Groups. 2. Under Actions, click the Edit command for the distribution group you want to schedule. 3. On the Distribution Group Messages page, click the Schedule command for the message you want to schedule. 4. Under Message Delivery, click the boxes next to Delivery Date and Delivery Time, and then select the date and time information you want. 5. To take advantage of seedbox monitoring, type one or more seed addresses in the Seed (s) box. 6. To apply a Suppression list, click the Suppression List box, select the list you want, and then click Save. If a confirmation message appears, click OK. 78

79 Scheduling All Test Messages Simultaneously To schedule all unscheduled messages simultaneously 1. On the Distribution Group Messages page, select the check box to the left of Subject. 2. Click the Schedule button below the Messages section. 3. Click the boxes next to Delivery Date and Delivery Time, and then select the date and time information you want. 4. To take advantage of seedbox monitoring, type one or more seed addresses in the Seed (s) box. 5. To apply a Suppression list, click the Suppression List box, select the list you want, and then click Save. If a confirmation message appears, click OK. Quick Test and Proof Test To perform a Quick Test or Proof Test On the Distribution Group Messages page, click the QuickTest or Proof Test button. To proof test an individual message In the Actions column, click the Proof command for the message. To Quick Test an individual message In the Actions column, click the Test command for the message. To edit or delete an individual message In the Actions column, click the Edit or Delete command for the message you want to affect. 79

80 Sending the Winning Message to the Rest of Your Distribution Group After you do a split-test and determine which message is the most effective, you can send that message to the rest of your distribution group (in other words, all the members who were not part of the test mailing). This is a two-step process: 1. In the left navigation bar, click Distribution Groups. 2. Click the Edit command for the distribution group you want. 3. On the Distribution Group Messages page, click the Create Message command in the middle of the page. Follow the usual steps to create a regular message. After you save and finish your message, the main Distribution Group Messages window reappears. 4. In the Distribution column, click the box for the message and do one of the following: If you chose the Percentage distribution type, type the percentage that represents the rest of your distribution group. If you chose the Number distribution type, type the number that represents the remaining members of your distribution group. 5. Click Save Distributions. 6. Schedule the message. The steps for this are the same as those listed in the previous topic, "Scheduling a Test Message." 80

81 Appendix A: Creating the Web Based Referral Enhancer The Referral enhancer lets your customers your messages to others. This increases your range of contact and interest in your messages. There are two types of referrals; the first is embedded in your message and the second, web-based type is called Web Referral. This step-by-step tutorial focuses on the web based referral enhancer. Step 1: Click on Content Library on the left hand navigation bar. Step 2: Click on Enhancers on the left hand navigation bar of the pop up window. Step 3: From the content library page, click on the New Enhancer button. Step 4: Name your referral enhancer (NOTE: do not include spaces in the enhancer name) and choose referral from the radio button set. When you are finished click NEXT. 81

82 Step 5: In the top box enter the URL of the redirection page on your site. This is the "thank you" page for after your user refers the message. Step 6: Under the Advanced Options area users have the option to create more than one input box (so that your customer can refer the message to more than one friend at a time) and a personalized message (so your customers can include a personal message to their friend that will accompany the referral). NOTE: When sizing the custom message box, each column is about 8 pixels, each row is about 16 pixels 82

83 Step 7: The associated message option allows you to associate a secondary message to the referral enhancer so that the friend receives a different version of the than the original recipient did. This is effective is you have sensitive member information in the original message that a non-member should not see. Every time this enhancer is used, it will default to the associated message if there is one. If there is no associated message then the enhancer will use the original message sent. To obtain the ID to use as the associated message simply create the message that the friend is to receive just as you would any other message the use the second part of the message ID. All message ID's are in the format of xxxx-yyyyy. Use the yyyyy number in the associated message area. Step 8: In the Web Referral text box in at the bottom of the page, check the box to enable the Web version of the referral system. Then in "Web Referral URL box" enter the URL of the page on your site where you'll be hosting the HTML for the referral. We'll get the HTML for the page in a moment. Click on Next. Step 9: The next page gives you a preview of what the referral page will look like. Click on Save: 83

84 Step 10: The next screen displays two boxes of code. The top box allows you to alter the look of the enhancer when it is inserted into your message. If you wish to use an image rather than text to indicate the Send to Friend option simply replace the "Send this message to a friend" with an image source tag in html (ie: <img src="http...">). 84

85 The bottom box contains the HTML code that is to be placed on your web page. This is the page that you specified earlier as where the referral will be hosted. When you are finished, click on Save at the bottom of the page. To Use the Send to a Friend Enhancer Create your message as normal. When you get to the create HTML content area simply put your cursor where you want the send to a friend link to appear then click on the Enhancers link from the right hand navigation bar. 85

86 When the content library pops up, find your enhancer and click on the insert HTML link to the right. The plug-in tag appears in the message. Finish your message creation as normal and save your message. Your message will look similar to this when deployed: And after they click on the link: 86

87 87

88 Appendix B: Pulse HTML Helper Tips Using The HTML Helper Not sure which buttons do what? Mouse over the button, and a label will appear or click on the help button. Show Raw HTML: if you are familiar with HTML, just click the "Show HTML" button in the bottom-right of the tool bar to reveal the HTML code. If you are pasting in a script be sure to click into this mode first. (Note: scripts usually won't display correctly in s so it's best to steer away from them) Want to use your favorite HTML editor? As long as it's not Front Page, go right ahead. Create HTML using your favorite editor, then copy the code and paste it in to your content block using Raw HTML mode. Help: Click on the help button, Making Hyper Links Click this button, and the window below will pop up. To link to a page of your Platform site or file in your media manager, click the Pages or appropriate folder in the top left column and then choose the page in the middle column. To link to outside web sites, enter the full URL in the Address field in the bottom half of the screen, starting with To open the link in a new browser window, in the Target: field choose New Window (_blank) Creating Anchor Links: Sometimes, when you have a lot of content on the , you want to make it easy for users to jump down to a specific place on the from a link near the top. Here's how: Highlight the text you want to jump TO and click the anchor button in the tool bar, the anchor window will pop up. Enter a name for your anchor and click OK. Then, go to the top of the content element and highlight the text you want to jump FROM (what will be your link). Click the "Insert Link" button in the tools and for the address, type # and the name of your anchor (no space between) EXAMPLE: #anchorname. 88

89 Adding Images to Media Library Before you upload images and files into the Media Library, check to make sure your files and images are always named with simple, lowercase letters, no spaces or special characters. We recommend that you resize images before you upload them. First, upload them to the Media Library. You can do this via the HTML editor by clicking on the media library button. In the left column, select the folder. To create a new folder, click Add New folder. In the middle column, click Add New then browse your desktop to find the desired image or file. Allowable file types include: gif, jpg, jpeg, png, swf, class, pdf, txt, doc, and zip. Adding Images to Your From within the HTML Editor, place your cursor where you would like the image to appear. Click the media library button, and the window below will pop up. Click the appropriate folder in the top left column and then choose the image in the middle column. To center, right align or left align your image, make the appropriate choice in the Align: field in the bottom half of the screen 89

90 Linking an Image From within the HTML Editor, select the image you would like to link. Click this button, and the link window will pop up. To link to a page of your Platform site or file in your media manager, click the Pages or appropriate folder in the top left column and then choose the page in the middle column. To link to outside web sites, enter the full URL in the Address field in the bottom half of the screen, starting with To open the link in a new browser window, in the Target: field choose New Window (_blank) To remove the border from around the image: After adding the link, click the media library button, and the window above will pop up. Set the Border = 0. Aligning Images: Wrap Text Around an Image Wrap text around an image: Align images left or right, and the text will wrap around it. From within the HTML Editor, select the image Click the media library button, and the window above will pop up. Adjust the Media Properties: Displayed in the bottom of the screen. In the align field, choose left or right 90