CANDDi Blog

How to Fail on Personalisation and Privacy in the Same Email

Published 06 Feb 2012 by , CANDDi
Read this in about about 2 minutes

When you need to vent, it's great to have a blog. If your need to vent is related to the topic that blog addresses, then so much the better. So when I got this email this afternoon, I knew just what to do.

When you need to vent, it’s great to have a blog. If your need to vent is related to the topic that blog addresses, then so much the better. So when I got this email this afternoon, I knew just what to do.

_Thank you for instructing (LAW FIRM) with [REMOVED BY ME] Conveyancing

Track your case progress with our new case tracking system. You can follow your case from start to finish and maintain two way communication with (LAW FIRM).

Please use the details below to login.

Login - [MY EMAIL ADDRESS]

Password - [MY HOME PHONE NUMBER]

This message has been scanned for viruses by BlackSpider MailControl_

OK, let’s deconstruct this a little bit.

1.I don’t like emails from anonymous addresses I don’t recognise.The bit you can’t see is that the email came from an anonymous email address from a company I’ve never heard from or dealt with. Nice start.

2.They clearly know who I am, but they haven’t personalised the mail.Now I can cope with that in big campaigns, but in a sign-up email for a service that contains other elements of my personal data? Lazy.

3.They’ve failed to set up their system properly.Seriously: if you’re going to have a customer-facing software system, you might just want to test what the communications you’re sending out look like. Ours aren’t the prettiest yet but we know every one of the people receiving them. The lack of name of the law firm makes me think this could be spam on first glance.

4.Where’s the link!!???!??SaaS services generally require a web page. A link would be nice, since I have no idea how else I am supposed to access this service.

5.Erm, security?Username and password in the same message? For something as important and valuable as information about the sale of my house? Seriously? Especially given that the password is my home phone number.

In summary then, a total fail on all counts. I don’t feel like a particularly valued customer, I’m concerned that my law firm and estate agent are shoddy on detail, and I’m not impressed with their software provider’s attitude to security.

This is how you don’t do privacy and personalisation.

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