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"I've just had a look at the reporting on our first email newsletter and am staggered by how marvellous it is.

A totally fantastic system!"


Katy McGrory, Brighton & Hove CVS Forum 

 

Frequently Asked Questions


Setup and Administration

Q What do I need to run dotMailer?

A

A PC, Internet Explorer and an Internet connection. As with everything, the faster the better. The first time you use dotMailer you'll be prompted to download a small software plugin.

dotMailer is currently running a beta version for Firefox on both MAC and PC, please  contact us if you wish to be part of this program.

   
Q

How limited is the trial version?


A

The trial version is exactly the same as the full version, but doesn't allow you to send more than 20 emails at a time. Once you've decided that you want to use dotMailer it's very quick and easy to set you up with a full account - all we need is to set your details up on our invoicing system and double-check that you understand the terms and conditions, particularly regarding spam.

   
Q

For how long can I use the trial version?


A

For as long as you need to evaluate the product.

   
Q What sort of Organisations use dotMailer?

A

dotMailer have clients in pretty well every sphere of the commercial world, plus many charities and public sector institutions. Many clients are large household names, but others are SME's, specialist internet traders, web start-ups etc.

The common thread tends to be that they're organisations who don't just want to 'send lots of emails' - they want to use dotMailer as the basis of ongoing intelligent and targeted campaigns.

   
Q

Do I have to sign up for a minimum period? What is involved in signing up?


A

The minimum period is 12 months.

There is very little paperwork - we check that you have read and understood our terms and conditions and set you up on our invoicing system.

   
Q How do I pay?  How frequently is the billing?

A

Invoices are generated on the first of each month and refer to the previous calendar month's activity. You are requsted to set up a standing order payment or direct transfer for the monthly amojunt payable. This is to keep our admin costs down and minimise the cost to you.


Q

What online or telephone support is there to help with problems?


A

We're here and available during UK office hours, via email or telephone. You will be given a named support contact to help with problems and calls will go straight through to them (we don't use automatic switchboards or queuing systems).


Security and Delivery

Q How does dotMailer stop my email being blocked as spam?

A

Spam filters generally work on a 'points' system - there isn't one factor that'll get your email blocked. Much, of course, depends on the content. Read our quick guide or talk to us if you have any questions about dos and don'ts.

We have links and working relationships with all the large email providers (AOL, Hotmail etc). We also take great care to conform to their best practise guidelines and technical specifications. dotMailer emails 'announce themselves' as such, and are fully traceable back to our servers - one of the characteristics of less reputable mailing software is that it tries to disguise its origin. We also take great care to 'vet' our clients in order to weed out those who might be sending spam email - this protects you from being tarred by association.

   
Q

Is dotMailer on any 'whitelist' of allowed mass email providers?


A

Everything within dotMailer is password-protected and unique to you. Our clients include large public bodies and financial institutions - probably the two sectors most sensitive about data security - and our systems are specified to match.

Our servers are physically situated across two secure locations in the South East of England, and managed according to a strict and professional routine. We do not accept 'blind' web sign-ups (via credit card, PayPal etc) and enforce a strict anti-spam policy in order to protect our clients from association with less reputable e-marketers. As a UK company we are bound by the Data Protection Act to keep your data private and secure. Please talk to us if you require any further reassurance.

   
Q

I have been offered an overseas service. Why should I choose a UK-based provider?


A

Two main reasons:

Support: We offer personal customer service during UK office hours, and are very, very easy to get hold of should you need help with a feature or technical support.

Deliverability: The email marketing 'culture' in the UK is tighter and more professional, with an emphasis on targeting emails to those who have opted-in to receive them (the vast majority of spam emails originate from providers in the USA). This gives us two advantages - we don't have a problem with our servers being 'blacklisted' by ISPs, and we are geared up to provide 100% delivery, rather than expecting many emails to be rejected. UK companies also have to abide by the Data Protection Act.
 
You should also carefully compare features between products - especially on the tracking/reporting front .

   


 Managing Addresses and Lists

Q Do you sell mailing lists?

A

We do not sell lists.

   
Q

How large can my address books be? How many campaigns can I create?


A

You can create as many campaigns as you like, and send them to as many people as you like. Some of our users have over a million addresses held... others have under a hundred. There are no 'upgrade costs' for extra storage etc.

   
Q

Can I send from my own email address?


A

Yes. dotMailer can be set to send from any address at yourdomain.co.uk.

   
Q

How do people unsubscribe?


A

This happens automatically. You can use a drop down menu to insert an 'unsubscribe' link in your email - users who click this are taken to a web page that confirms their wish to opt-out and following this they'll be removed from the relevant list.

You can easily export a list of unsubscribers from dotMailer to help you manage any offline lists you have - this will export in a format you choose. As a failsafe, dotMailer won't re-upload any names that have previously unsubscribed to a list - but you should always take care to delete them from your own records should you be keeping separate information locally.

If you're a web programmer, you can use our API to unsubscribe users.

   
Q

Can I use email lists provided by [company]? Can I export them from [software]?


A

dotMailer supports CSV files. The vast majority of companies and software can therefore integrate with it .

   


 
Creating Emails

Q I'd like to get a template professionally designed.

A

We can offer you a full HTML design service if required - from a single template to a full suite. In fact, we design for some very well-known companies. Once we've designed a template you can edit it yourself and use it time and time again for no additional charge. Contact us for more details.

   
Q

Can I use a template produced by my own web designers, or via Frontpage, Dreamweaver etc?


A

Yes - dotMailer can upload any HTML page so if you want to create something externally then that's no problem. However you can still edit your template within dotMailer.

   
Q

Can I add attachments, embed scripting etc?


A

No, as this will lead to a large proportion of your emails being blocked by spam filters and anti-virus software. Instead of an attachment, upload a document to a page on your website and place a link to it on your email. That way your recipients can choose whether to download it or not - and you'll also get a report on exactly who has done this.

   
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"Charity email is an effective, low cost way for us to communicate with our current members and potential donors.

The reporting system is extremely effective and allows us to track the success of our campaigns. We use the system for appeals, services marketing and e-news to our members and volunteers.

I would recommend this system for anyone trying to make the most of a small budget, it is definitely worth the investment."


Lindsey Poole, The Wildlife Trust for Lancashire, Manchester and North Merseyside