| 1.1 Portfolio
53 Email Portfolio | |
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| 1.1.53 Email Portfolio | | 1. Business email is too important to be used by private email services. Where the email service has a personal "inbox" then it is not suitable for business messages. |
| Commercial Email Services: | | Mailjet. | | SendInBlue. | | BenchMark. | | ReachMail. | | VerticalResponse. | | MadMimi. | | TargetHero. | | SendBlaster. |
| Email Client Application: | | Business and private emails need to be easy to receive using any kind of computer, tablet or smart phone in any location at any time. | | Each person has a choice of what email client application they may use and they are likely to use more than one email client application. For example an Android smart phone has its own unique email client application that would not be applicable on a desktop computer. | | Some of the popular email client applications include:- | | Office Outlook has dominated since 1995 but now has a cost of £110 and is still used by large corporations. | | Outlook.Com was released in 2014 as a free email client application that is funded by adverts. | | Windows-10 Mail was released in 2015 as a free email client application but it is not yet complete. | | Windows Live Mail has been used for more than 5 years and is a very effective for Microsoft accounts only. | | Google gMail has been used for more than 5 years and is a very effective for all kinds of email services. |
| Recommendation: | | Google gMail is proven, is effective, is generic for all kinds of email services and is highly recommended. Gmail runs on all kinds of computer; desktop or laptop or tablet, is free of charge and free of adverts. Google also have gmail operational on 80% of smart phones so messages can be viewed while on the move. GMail can also be viewed on Apple devices. | | Microsoft Windows-10 Mail is brand new and is not yet viable for daily usage with lots of subfolders. It is expected that in the next year or so, Mail will become viable and may be applicable in the future. |
| Two Way: | | It is reasonable to expect that one set of applications may be used to recieve emails and different applications may be used to send emails. Gmail runs on all kinds of computer; desktop or laptop or tablet, is free of charge and free of adverts. Google also have gmail operational on 80% of smart phones so messages can be viewed while on the move. GMail can also be viewed on Apple devices. | | Microsoft Windows-10 Mail is brand new and is not yet viable for daily usage with lots of subfolders. It is expected that in the next year or so, Mail will become viable and may be applicable in the future. |
| Company Domain: | | As an example "LeXicaLtd.co.uk" is a company domain name and "Info@LeXicaLtd.co.uk" is an email address. | | Using any email client application, emails may be sent to "Info@LeXicaLtd.co.uk" from anywhere in the world. | | Business messages are supported by additional application services that add security and privacy. | | 1. Sign-in to your business application service such as "www.lexicaltd.co.uk". | | 2. Select "My Profile" and select "Messaging" - a list of my messages are shown. | | 3. Select "Add" - a message data entry form is shown. | | 4. Fill in the blanks and click "Send" - the message envelope is sent. | | 5. When the recipient clicks the envelope button - the message is shown using encrypted communications. | | 6. The message in my message list shows the date and time when the message was viewed by the recipient. |
| Envelope and Letter: | | Traditional email services can be thought of as a postcard - every email message will be copied by many agencies in many countries and the data may be used or sold to others. It is not acceptable to send any private and confidential information via email that is like a postcard. | | Traditional email services can be used to send an envelope with a button - the envelope does not contain any provate or confidential information. When the authorised person clicks the envelope button, the inside letter is shown using encrypted technology that cannot be read by external agencies. |
| UK PECR Law: | | Privacy and Electronic Communications Regulations 2003 demands that a person must formally subscribe to any email communication and may unsubscribe at any time. PECR applies when communicating to customers and suppliers, but may not apply to staff. | | Not only must a person formally subscribe (opt-in) to recieve electronic communication, the company must record how and when the person subscribed. Every electronic communication (email) MUST include an option for the person to unsubscribe (opt-out) and evidence must be retained of when they unsubscribed. | | These regulations mean that traditional email service are not adequate when sending business messages - the envelope and letter method must be used. |
| Abstract: | | Business Email is not fit for purpose and the vast majority of security problems and data protection issues are evidence that the "inbox" is no longer good enough. | | Most companies are obliged to use with what is on market and all potential solutions try to be a different version of Outlook with its private inbox. | | All companies know that business emails must not be sent to a private inbox but to try to configure group email addresses is beyond the scope of most companies. | | We do not try to compete with yet another web mail solution, we choose to solve the real business requirement of messaging between business associates. |
| Design: | | The look and feel is related to the application support request facility where a message can consist of any number of topics. | | Every business message will have a style as a set of 500 character topics where each topic may have its own unique heading. | | This gives business messages a consistent style and authority with different topics that can be referenced by others. | | Wave is the name given to a message that flows back and forth with topics added by different authors with different dates and times. | | The whole wave of professional correspondance can build up as valuable business information. |
| Private Implementation: | | WAM is the logical record code that is a mirror of the WAR logical record. | | Begin with 500 character topics and evolve to 1000 if proven to be needed. | | Select who is the message to be sent to. Select if it is private or normal. Select a priority. Select a flag. Show if attachment. Show is sent by email. | | Enter an overall subject and then add as many topics as needed. | | View list of users, select user profile, select list of messages to/from that user. | | View my diary with list of messages to me in date and time order. |
| CRM is the Solution: | | No software needs to be installed on any computer, tablet or smart phone. | | All communications is encrypted using HTTPS to ensure that even when using a Wi-Fi connection, nobody can listen, record and sell your valuable business information. | | Any computer, tablet or smart phone in any location may be used to process business messages with business associates. |
| Privacy: | | Business messaging has its primary objective to be shared correspondance between business associates. | | All users are business associates - select a person from the list of users to send a message to or to view messages from. | | As an exception, a message may be marked as "Private" and it will only be viewed by its sender and recipient. | | A message that is marked as "Private" may be changed by its sender or recipient to be shared by all authorized users. |
| Retrieval: | | Business messages may be assigned "tags" as key words that identify the nature of the email. | | Search facilities are provided to search on any tag to find matching emails. | | A simple set of tag rules will enable all messages to be classified and retrieved according to thise tags. |
| Email Address: | | Business messaging is not truely emailing, it is just shared data between authorized business associates. | | Where applicable, people who are not authorized users may be involved with real email addresses, but that should be an exception. | | The primary purpose of business messaging is between authorized users who can sign in. | | A secondary purpose is to communicate with special suppliers and customers who are involved with the CRM service. |
| Send to Business Associate: | | CRM is at the heart of everything and that provides the most critical security and privacy platform that makes all other solutions look ineffective. | | To send a message, a business associate is selected from the CRM database using normal search facilities. | | A list of recient messages is shown to and from that business associate, including messages that may have been sent by other people. | | When you are sure your are not replicating a message that has just been sent by another person, then click the "Add" icon to pop up a message box. | | A message is one or more 500 character topics where each topic may have its own unique heading and optional attachment. | | When the message is completed, it can be reviewed as a popup page in the style of what the business associate will recieve, if all is OK, then press the "Send" icon. |
| Inbox: | | Messages from business associated as stored in a read-only database where they cannot be deleted or changed - that is a legal business requirement. | | One index is to the senders message list so anybody authorized to view the senders message list will be able to read the message and view any attachments. | | One index is to the users diary so a date and time ordered list of messages from all business associates can be viewed. | | By default, every business email can be viewed by all users who are authorized to view the business associate profile - group addressing is enabled by default. | | Any message can be marked by the sender as "Private" so it can only be viewed by the assigned reciptiant - in business this should be the exception. |
| Benefits | | A key business benefit of business messaging is that all messages can be continually monitored and even withdrawn. |
| People Move: | | Evidence is that between 10% and 15% of all contacts change their job title, role or comapny each year. An implication is that a significant number of emails are sent to an email address that is no longer being used. Lost business opportunities and delays in critical events will happen where traditional emails are used. | | Business messages are very different in that not only is it permantly recorded when a message is sent, it is also recorded when it is viewed. If a business message is not viewed in say 24 hours, then alternative actions may be triggered. |
| Quality Management | | The qulity management system includes a complaints function with escalation procedure that is driven by business messages. When a complaint needs to be automatically escalated to a responsible manager because it has not been closed within 24 hours, then a business message is sent to the responsible manager. Automatic escalation operates to any number of levels, so if the initial responsible manager does not respond in a certain duration, then another escalation rule will be triggered. Each time the complaint is escalated, a read-only compaint task is generated to record details of the business message - when it was sent and if it was read. Any number of complaint tasks may be associated with a complaint and all may be viewed by people authorized to view a complaint. |
| Brokerage: | | Where any automated procedure triggers a business message to a person, a task is generated to record and monitor the life cycle of the business message. Every business message has a life cycle or active duration before they become expired. A business message may have a duration of 6 working days before it is expired - an expired business message may triger another business message to a different person. The key fact is that when the assigned person views the business message is easy to view. |
| Monitoring: | | UK Privacy and Electronic Communications Regulations 2003 demand that a person must formally subscribe (opt-in) to receive and email and must be able to unsubscribe (opt-out) of each and every email. To fully conform with these regulations and the spirit of the regulations, the concept of an envelope and contents has been adopted. The envelope is a plain email with a button to invite the person to subscribe or opt-in. If the person clicks the button to subscribe to the communication, the opt-in date and time are recorded. If the person clicks the link to unsubscribe to this kind of communication, the opt-out date and time are recorded. If neither the subscribe or unsubsribe buttons are pressed, the message is known to be unread and alternative business actions may be needed. |
| Sales Cycle: | | Where a sales person send a quotation to a prospect as a business message, the sales person can monitor when the quotation is viewed in real-time. When the prospect has just opened the quotation, the sales person may use that opportunity to phone the prospect and ask if the quotation matches their requirements. If the quotation is never subscribed to by the prospect, then it may be an error in the email address or the prospect is on leave. The sales person using business messaging has a lot more information to make decisions than a person using traditional emails. |
| User Message: | | Any authorized user may send a business message to any other known person. The CRM has a list of client contacts and prospect contacts. The HRM has a list of users (staff). Each user may have a list of associates (private address book). |
| Support: | | 1. Second Line Support and the Request Fulfilment Manager have access to the Business Message Service as the primary communications method. From any support message, click the email button to send an email envelope to the "author" or "on behalf of" person. | | 2. The email envelope created with the encrypted URL and may be sent or copied and sent. The URL provides access to a special support welcome page that shows the specific support message with a menu bar so the list of all support messages can be viewed. |
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