How to prevent email with username+password being treated as junk

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rdeboer's picture

This is about that first email that is sent out by Drupal sites to newly registered Drupal users, welcoming them and telling them what their initial username and password are.

We've found that:
1) these emails often end up in people's junk/SPAM folder (depending on the email client and SPAM filters used)
2) people don't check their junk/SPAM folder enough, so many never return to our site

Apart from more clearly stating on the registration form that newly registered users should check their junk folders, we've been wondering what can be done to reduce chances of this happening?

Things that may or may not be of influence:
o the subject of the email
o the wording of the email body text
o the hyperlinks in the text (i.e. the login link)
o the mark-up
o the sender/reply-to address
o ...

Enlighten us!

Comments

Junk Factor

elegantsolutions's picture

My experience is that one factor is the presence of the Login Link when being sent in the email. I have found many organizations mail systems automatically trash all email containing links instead of disabling them.

"The best way to predict the future is to invent it." - Alan Kay

Drupal Email Fail

peezy's picture

This is an important topic. If a user's first email from the site gets marked as spam, it's a bad first impression. MailChimp (my favorite email marketing service) recently updated their articles on how to avoid spam filters generally and in Apple Mail specifically. Basically, spam filters assign points to potential spam elements they find in email messages. If the message gets too many points, it is marked as spam.

So, I ran the two default Drupal emails through Litmus's spam check (used by MailChimp and others). It tests "all major Spam filters." I chose two random Drupal account creation emails (1 of each type). There were two fails:

Fail (no suggestion): html validation (they are plain text email, so this is to be expected, right?)
Fail/Suggestion: "Your email has no DKIM header. Postini holds DKIM support in high regard, you should consider adding it." More information on DomainKeys Identified Mail (DKIM) can be found here: http://www.dkim.org/index.html

Two other notes:

  1. Links: All links may get filtered automatically by certain spam filters, as @ElegantSolutions mentions above, but it will be less likely if the From address and reply-to email addresses are the same andthey match the base URL of the link.
  2. Mark-up: The default is plain-text, so any mark-up involves overriding the default system email. That's OK I guess, but in my experience people simply don't read their email. So if you choose a custom html email, keep it short, sweet, and run it through a Validator.

Here are some specific Drupal things you can do to reduce the number of spam points the email receives:

  1. Make sure your site's email address (the one at /admin/settings/site-information) at matches the URL of the site.
  2. When admins create account for users, make their user name something that looks like a real name (an account for user named David won't earn any points, but CrazyDood76 might). Using names is only mentioned in the Apple Mail article, but I think it makes sense for other email providers as well.
  3. Because spam filters vary greatly, the only guarantee is to have users white-list the site's email address or the phrases "An administrator created an account for you at" and "Account details for." You can create a block on the /user page and customize the text in that first email to instruct users to do so. People will probably not read it, but at least you'll have it somewhere. :-)

Great tips and references

rdeboer's picture

Thanks peezy for the links and tips!

Glad you appreciate the severity of what seems so trivial. On one of my client sites 15% of the people that complete the registration process, which in this particular client case is lengthy and requires a bit of commitment, never end up logging in!

In addition to your 3 points and following from what @ElegantSolutions said, would you recommend we adjust the template to remove that convenience hyperlink that Drupal inserts by default as a one-off login, and instead just have it as plain text for the user to copy and paste in the address bar of their browser?

And should the email be formatted in HTML, rather than plain text to improve chances of getting through?

Thanks for your insight!
Rik

You're welcome. 15% seems to

peezy's picture

You're welcome. 15% seems to be a particularly high fail rate, which makes me think that something else is amiss (emails and link not matching, etc.) so simply removing that hyperlink may not end up helping (you can try changing it to /user and then including the user/pass combo as text).

I suggest running the emails through Litmus first, then you can target exactly what's going on. It's not cheap, but you can create an account and then just cancel it in 7 days.

Groupon's Answer

peezy's picture

I recently found Groupon's answer to this challenge and thought I would share it. They had this text at the top of their account-creation email: "Be sure to add mail@e.groupon.com to your address book or safe sender list so our emails get to your inbox. Learn How" with a link to this page: http://www.groupon.com/pages/whitelist

Whitelist

rdeboer's picture

Thanks again!
Whitelisting may well be the most reliable defence. It is unfortunate that it puts the onus on the end user.

DKIM Signing

gmania's picture

For those interested in signing their messages using DKIM. I've got an early version of DKIM support for Amazon SES available here:

http://drupal.org/node/1270910

DKIM should significantly improve email acceptance rates.

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