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ConnectEDU Email Issue Debrief

Challenge: ConnectEDU sent out a Miami-Dade College Virtual Tour email to 12,000 parents of the Seattle Public Schools on April 30th, 2012. Seattle Public Schools has a no marketing/advertising clause in their initial agreement- Contract No. RFP06151. The open rate was 1360 and a Seattle Public Schools parent questioned the district of releasing their email address to a 3rd party vendor. The district hasnt formally introduced ConnectEDU to their parents and is concerned of their parents first impression of the platform. Reasoning for Error: The issue occurred because of an internal ConnectEDU employee error. The recipients for the email campaign were supposed to include Washington DC and several other territories. The list included Washington State rather than Washington DC and ConnectEDU never included the blocked Seattle Public Schools list because of the assumption they were working with Washington DC. Next Steps: ConnectEDU has taken full responsibility for the error. -Messaging Recipients: If the district elects, ConnectEDU will send out an email apologizing to the recipients and taking complete ownership. Not electing to at this time -New CDU Process: ConnectEDU currently developed a new process to ensure this error doesnt happen again. The process will ensure Seattle Public School users will not receive any advertising/ promotion emails. The process will include the following steps below: -Old Process:
1. 2. 3. 4. Marketing requests a recipient list based from preferred criteria Report Services runs/ provides the list Marketing then applies the do not send list based off region criteria Marketing then sends the email off on behalf of the client a. The client never receives the contact info for the recipients
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-New Process-Short Term: As of May 7 2012 1. Marketing requests a recipient list based from preferred criteria 2. Report Services runs/ provides the list 3. Marketing then applies the complete do not send list (exclude) a. Not based off criteria one complete list always applied to all campaigns b. All SPS users are listed as Do Not Send 4. Marketing then alerts the Account Manager of the email campaign 5. Marketing then sends the email off on behalf of the client a. The client never receives the contact info for the recipients *Seattle Public Schools do not receive any marketing/ promotion email campaigns.

www.connectedu.com
CONFIDENTIALITY: This document may contain confidential, proprietary and privileged information, and unauthorized disclosure or use is prohibited. COPYRIGHT 2012 CONNECTEDU, INC.

-New Process-Long Term: In the Works/ TBD for Completion 1. Flagging All SPS as non marketing/ promo users in our data base -based by levels 2. Notify Account Manager of Email Campaign 3. Report Services runs a report- automatically excluded SPS - System Generated- no need for filter 4. Marketing sends out the email off on behalf of the client a. The client never receives the contact info for the recipients *Seattle Public Schools do not receive any marketing/ promotion email campaigns.

www.connectedu.com
CONFIDENTIALITY: This document may contain confidential, proprietary and privileged information, and unauthorized disclosure or use is prohibited. COPYRIGHT 2012 CONNECTEDU, INC.

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