By Andrew Bonar on 5th May 2014
When it comes to why campaigns get marked as spam, most ISPs are regarded as "black boxes". But recently, Gmail's Anti-Spam Team bucked that trend, by demystifying much of what they're doing behind the scenes. I've summarized the key points from our discussion to help emailers improve their chances at inbox placement, as well as get the inside story on how spam filtering works.
Keeping in mind that ISPs very rarely discuss how they operate, it was an honor to be invited to talk with Sri Somanchi on Gmail's Anti-Spam Team, on behalf of the ESPC, a group comprised of many of the most popular email service providers. While Sri was understandably mum on many of the technical aspects of Gmail's operations, he did have some great advice on how to keep our campaigns out of the Spam folder. To start things off, we asked:
So, you've just sent an email campaign and are about to kick back with your favorite beverage, when you receive a message from a subscriber… Letting you know that your campaign has gone into Gmail's 'Spam' folder. Regardless of whether you have 5 or 5,000 subscribers using this webmail client, such an event can be a perplexing experience.
On Gmail's end, Sri revealed that there are literally hundreds of signals to decide whether an email should go to the Inbox or the Spam folder. The importance of any given signal is dynamic and determined on complex algorithms, in essence it means that one factor or another isn't likely to bin an entire campaign and there is no point in obsessing over any one element. “Think of how you can make the user love your mails rather than how to land in the Inbox” was Sri’s basic advice on the subject. Essentially stating if the user likes your mail the spam filter should not stop it from getting to the Inbox.
The takeaway here is that we shouldn't simply lay the blame on say, a couple of lines of copy when campaigns go south and instead, take a more holistic view towards improving our email programmes. It is therefore better to focus on why a user might have marked an email as spam and NOT why the spam filter did not put you in the Inbox.
Helpfully, Sri highlighted two things in particular which can make or break your campaign sends.
Not wanting to leave anyone hanging, we discussed the most important things that senders should focus on to stay out of Spam. Sri revealed that Gmail takes email engagement very seriously. Whilst Sri would not go into details behind how Gmail classifies a message it is evident he and the Gmail Anti-Spam team want to see evidence that your recipients love or at the very least, want your messages, for them to reach the inbox.
As marketers, we look at metrics such as opens, reopens, replies, forwards and other positive interactions. These interactions generally give an indication the recipient is happy with the content and this in turn reduces the probability of your message being marked as spam. Sri did say if users do not mark something as spam, there is little reason for filters to flag future emails. Also, ensuring that the engagement levels are high, will lead to users moving mails accidentally misclassified by Gmail back to Inbox, which will help their systems to learn and correct themselves.
The implication for senders like ourselves is that we have to focus on designing campaigns that recipients love and engage with, ensure you make it as easy as possible for your recipients to do so - one thing that you could do is to feature strong call-to-actions, or ask subscribers to reply directly if they'd like to get in touch with you.
The second piece of advice was quite unique - that was whilst a frequent sending pattern might be tolerated initially, eventually recipients will tire of the frequency.
Based on Sri’s experience we learned sending frequency at times is the biggest reason for users being turned off by your email program. If you do not adopt engagement based sending , a frequent sending pattern might be tolerated initially, but eventually recipients will tire of the frequency and start marking your mail as spam.
Engagement and frequency aside, setting up email authentication was also noted as being important for email marketers. If you use a custom domain, managing your own authentication by adding DKIM records to your DNS is essential (we authenticate emails sent from your account by default). A willingness to work with email service providers to resolve any deliverability issues was also highlighted, whether these are reported internally, or via third-parties such as Gmail's Feedback Loop. All these factors go to show that while content is commonly looked at as the trigger for spam complaints, it's one of many things that may factor in some, perhaps even small way, in the determination as to whether your campaigns should get placed in the inbox.
A huge thanks to Sri and Gmail's Anti-Spam Team for being so open about Gmail's approach to combating spam and abuse, as well as how legitimate senders can stay in the clear. For more on how junk mail filtering works and what you can do to improve your campaigns, take a look at our Guide to Landing in the Inbox. We're also happy to answer any questions you may have, too.
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