Ad Hoc Email Blasts Protocol
Last updated: August 9, 2024
To request an ad hoc email
Requestor Responsibilities
Client Engagement receives a lot of email requests, so please review the following guidelines before submitting:
- Email requests must be submitted two (2) months prior to the requested release date.
- Your email request is not confirmed until the CE team confirms your request, as we may not be able to accommodate every request. Approval status and send timeline is determined by the CE team, based on marketing strategy and recommendations to ensure best performance for all outgoing emails.
- Please include detailed send timeline restrictions in your request.
- Your list must meet the minimum threshold of >100 email addresses. Depending on your requested timeline and content, we may need to prioritize emails that affect larger segments of clients.
- Marketing does not create Close templates but is available to assist in reviewing copy, branding, and templates. If you need to route a template for review, you can submit through the Close Template Review Form. Please allow for a minimum of 3 days for review.
To begin your request
Determine the following:
- Topic of the email and create Google Doc of drafted email content.
- Email audience, and determine if this is a list you are providing or requesting that Marketing pull through our email platform.
- Please note: Marketing will not cross-check your email lists against Close — if you are requesting to use an uploaded list, email addresses must be included in the final list provided. Please double check if there are duplicate email addresses in your list, as we can only send one email per address.
- Are translations needed to support multiple regions? If so, identify the languages needed. Translation requests for ad hoc emails will follow the FareHarbor Translation Overview help page and be submitted by Marketing after the content doc is finalized.
- Which internal team is responsible for responding to external questions that may arise after email is sent (Support, AM, or other).
- Note: Requesting team is responsible for involving all supporting teams from the time of ad hoc request to ensure proper information is accessible and adequate timeline is met.
Submit an EMAIL REQUEST HERE to the marketing team two (2) months prior to the requested release date and following the above guidelines.
Create/include any necessary documentation and resources around the topic of the email.
- Client-facing Help Pages
- Macros if support is responding
If necessary, set up time for training and/or create resources for the responding team/teams to ensure teams are properly trained to appropriately handle all responses.
Identify a point of contact to handle escalations, to monitor inbound responses, and questions for the day of the email.
Marketing Responsibilities
- Confirm receipt of the email request by starting a dedicated Slack channel with the requester, relevant team managers and contributors for the email push.
- Make edits and recommendations for the requesting team’s approval. If the email requires multiple languages or translations, Marketing will facilitate translations through the FareHarbor Translation Overview help page giving a three week lead time for translating content.
- When the email is ready to send, provide a final preview to the requesting/relevant teams 72 hours before the planned send date.
- Pull email list either through Campaign Monitor using Close Custom Fields (if not provided by requester) or manually upload email list (if provided by requester). Marketing will not cross-check your email lists against Close — if you are requesting to use an uploaded list, email addresses must be included in the final list provided.