Mobile email

In November 2010, 70.1 million mobile users (30% of all mobile subscribers) accessed email on their mobile devices, an increase of 36% from the previous year. Daily usage of email showed an even greater increase, growing 40% as 43.5 million users turned to their mobile devices for email.

These figures (US data) quoted in a Marketing Charts article show that while social networking (poor Google Wave, not you) may eventually lead to the obsolescence of email, for the time being email is morphing as its users engage with it differently.

The concurrent rise of smart phones and mobile workforces has seen email morph into not only desktop media, but also mobile media. And publishers are realising this too. While I've only seen a small number of examples, I think there is a growing trend to provide email newlsletter subscribers with mobile friendly email formatting.

Just like those that have locked down work email clients that need to 'view on the web', the option to 'view on your mobile' is creeping into a number of email headers. Here are two examples:

Have you thought about creating a mobile friendly version of your marketing emails?

Contact you, but who?

OK, I'm writing this post as if I'm writing about the last living dodo huddled in my hutch on a blustery deserted island, but I still feel it is important to write about. This near extinct creature that I write about today is your website's Contact Us email address.

Over the years I have been amused by some, delighted by the simplicity of others and shocked by the sheer randomness or internal focus of a few.

It might seem like a small point, but I think in the eyes of someone seeking the right information, the email address can say a lot.

If there is a specific purpose to the email address its great to somehow capture that purpose within the address, maybe something like Tumblr's support@ email address - it gets to the point. If there may not be a specific reason that you're contacting the business then something nice could be called for, I really like the welcoming nature of UBank's hello@ email address. Or if you'd like to reflect the nature of your business, maybe do something like creative agency, Breakfast, their email address is tiffany@ (get it?).

Social media from outside the marketing department

It's been a little over 12 months since I left the marketing department at work. I'm now sitting in a small team that is curiously called Knowledge Exchange and essentially our role is to "help members connect with each other online and share experiences" (that's how I put it).

I've had a fantastic time in the role because it has given me the freedom to voraciously learn about everything that online collaboration/networking/sharing can offer. I've got my million-and-one accounts on every service possible; I'm talking to people I would never have met were it not for the Interwebz and all up I think I've had a bloody educational year.

But one of the biggest things that it has taught me is that doing this stuff just ain't natural to everyone. For the past four or five months I've been having regular catch-ups with my old marketing team to get them on-board as advocates for online collaboration.

While it is true a person's need is the first step in deciding what and indeed if collaboration should be online, in these meetings we've decided to have a bit of a taste-test to learn about the fun things that live online. The team has tasted forums, blogs, micro-blogs, wikis, LinkedIn, Facebook, YouTube... the works. And in the end I think that the biggest learning I've had is that for most of these tools and platforms you simply can't explain the benefit - you have to experience the benefit.

And that's a bloody hard sell. The whole "trust me" line just doesn't cut the mustard when a member receives their 4th email for the month.

Deborah Schultz, partner at the emerging tech strategy consultancy Altimeter, also shows in her P&G digital hack night, the 'jump-in' mind-set of a digital native/convert is different from the 'planned' marketing mind-set. Marketing, as creative as it might sound to the outsider, is actually about tangible benefits and direct outputs - $1,000 input gives me 6% return gives me $20,000 sales. It's logical, it's tested, it works. Marketing reads the instructions, figures out how it works and then applies the correct procedures.

Sitting outside the marketing department has given me a new appreciation for the act of marketing, especially in this new world of 'experiences'. The digital native/convert has accepted that the world simply has too many experiences and opportunities to sit down and read the instructions. You simply gotta jump in and go for a ride. If you don't like it get out, get in the next one, try something else. You'll find the one that you get a benefit from soon enough. Try marketing that! And everybody's 'it' is different to the next.

The best I could say is get your story right and tell your story through the experiences that you market. And it doesn't all have to be digital. Red Bull is a great example of a company/brand that has a story to tell through the experiences it markets and I bet their marketing spend is 90% off-line.

So in a little over twelve months a curious thing has happened to me, my walls of data and measures that direct-marketing taught me have started to crumble. Instead I'm now talking about stories and experiences, about failing, collaborating, talking with people not at them.

... I think I have a long way to go to win over the marketing department but I'll keep working at it. Good luck to all you other digitals out there converting the analogue marketing departments of yesterday.

Fail ad #003 - email marketing at its worst

Thanks to CEO of Socialtext, Eugene Lee, and his Twitter post for pointing out this Fail Ad that Zoli Edros has blogged about on Cloud Ave.

People received the above email ad in the USA which, when reading just looks like a badly worded spammy email, but when you find out the actual email subject line was ...

"If you want to keep your job, use Spoke"

... it is just plain bad.

This arrived via Twitter - the public soap box that kills brand reputation quicker than you can say "This subject line cost me my job". Here's how it goes: bad ad goes out to the public > Someone points it out on Twitter for being crap > their followers (we're talking in the hundreds) tell their followers (hundreds multiplied by hundreds) and step three > your brand reputation tanks.

I agree, you need a killer subject line to entice people to waste two minutes reading ANOTHER email, but the subject line needs to also inspire confidence. There's a reason all your viagra/debt/gambling spam starts with "big", "win", "huge", "now", "rich" - it's a simple formula that even the worst spammers know about.

So, Spoke, I would strongly suggest that you call up one of your customers that do email marketing for a living and get few pointers on how to actually write a proper subject line.

UPDATE: 14/11/2008

OK, So after sleeping on this post I think it may be a little harsh. Email marketing is a tough gig, so while I still think it's a very bad subject line, maybe the best criticism is some constructive feedback. Here's a few alternative subject lines that would also have worked:

"Be accurate in uncertain times - use Spoke"
"Uncertainty brings change - keep up with Spoke"
"Improve your targeting even in a changing market"