Engagement/User Engagement/email/vendors

Why do we use a third party email vendor for engagement?

Security. The providers we work with have a history of ensuring maximum security of subscriber data.

Budget: Managing an email engagement system internally doesn’t make financial sense given the current size of our subscriber base. It would require hiring several additional team members to manage deliverability, campaign effectiveness, etc. Using a third party mitigates those needs.

Ability to measure marketing effectiveness. Provides us with insight to determine which campaigns succeed and which are not effective.

Deliverability. Our email engagement vendor has direct relationships with the major Internet Service providers ensuring Mozilla campaigns are delivered into the inbox.

Unsubscribe/Bounce management: Unsubscribe and bounce management to ensure Mozilla is abiding by all international subscription requirements (easy ways to opt-in and opt-out of email communication). It automatically removes hard bounces from our subscriber base.

Why do we use a third party email vendor for engagement?

Security The email engagement provider we selected has a history of ensuring maximum security of subscriber data.

Budget Managing a system like this internally doesn’t make financial sense given the current size of our subscriber base. It would require hiring several additional team members to manage deliverability, campaign effectiveness, etc. Using a third party mitigates those needs.

Measurement: The application allows us to measure the effectiveness of a campaign.

Deliverability. Email engagement vendors have direct relationships with the major Internet Service providers ensuring Mozilla campaigns are delivered into the inbox.

Compliance: Unsubscribe and bounce management to ensure Mozilla is honoring email subscription requirements.

Process of selecting email partner:

Many departments are involved in the selection of a partner. Here’s a basic outline of the process.

• Create RFP
• Review and select finalists
• Once finalists selected they are reviewed by security, privacy, legal, web dev and engagement.

In the case of our email vendor, we required approval of all the teams mentioned below before proceeding with a relationship:

Security

• RFP questions formulated in conjunction with Mozilla security team
• Review RFP and select finalists
• Initial call between finalists security team and Mozilla security
• Finalists undergo review by Mozilla security team that includes analysis of application and review of reports from third party agencies that have tested for breech potential.

Privacy

• RFP questions formulated in conjunction with privacy team
• Collect responses to the privacy teams standard questionnaire on privacy principles and practices
• Review RFP and select finalists
• Thorough review of potential providers privacy policies and data management practices
• all with chief privacy officer to answer any other questions of concern
• Compare Mozilla privacy policy to potential partner to ensure there are no conflicts

Legal

• Review terms and conditions and make edits as needed to meet Mozilla standards
• Review all statements of work and make edits to meet Mozilla standards<
• Finalize contract to ensure all privacy/legal/pricing concerns have been addressed and are built into agreement
• Make edits to vendor privacy policy to conform to Mozilla standards

Web Dev

• Reviews RFP to ensure integration needs can be met
• Integrate solution with moz.org

Engagement

• Evaluate feature set to ensure provider meets our basic needs
• Ensure fair market price
• Work with all teams to coordinate implementation process