Tag Archives: anti-spam

PR – Better Spam Control Leads to Higher Business Benefits

Better anti-spam experience for business users leads to more productivity, higher customer satisfaction and greater revenues

December 6, 2007 – Northborough MA – Brockmann and Company, the customer insight firm specializing on enterprise communications research and consulting released the business case for investing in anti-spam. The report “The Problem with Email” provides insights for IT decision makers by analyzing the experiences of nearly 500 business email users and compared the results of the Top Performers with the Poor Performers.

“Overall, the 475 respondents told us that email is very important to business, but it is not a very satisfying experience,” said Peter Brockmann, President of Brockmann and Company. Users rated email 50% more important than mobile voice, 2 times more important than desktop voice and 10 times more important than faxmail. 68% of all emails originate outside the firm, and are often part of a commercial correspondence integrated with sales and service processes.

The report also introduces the Spam Index, a simple method to measure an organizations’ anti-spam performance allowing easy comparison to peers and competitors over time. The Spam Index, also available in an online tool at http://www.brockmann.com/index.php/spam-index-calculator.html was developed for each user. Results were aligned best to worst and the business performance of the top 15.9% were compared to the bottom 15.9% of the study.

"Making spam fighting an IT priority helps significantly with employee productivity but also improves important business metrics like customer satisfaction and revenue. 4 times more Top Performers have very satisfied customers and 4 x greater revenue per employee than Poor Performers,” said Brockmann. The report is available for free download for a limited time at http://www.brockmann.com.

About Brockmann & Company 

Brockmann & Company is a consulting & advisory firm serving high tech equipment & application vendors and service providers. Our clients accelerate growth through customer research & thought leadership.  Learn more at www.brockmann.com.

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Diary of a Challenge-Response System User

For 2 weeks now, I have been a user of the Sendio I.C.E. Box Sender Address Verification system. I implemented it across my brockmann.com email server so as to eliminate the bombardment of spam and to understand the dynamics of the platform.

My previous implementation was using ClamAV and the Apple Mail server and Apple Mail client filtering software. For the first year of operating the server, I trained the spam filter and then gradually reduced it's sensitivity. Even then, the server typically allowed as many as 200 messages a day arrive into my inbox, and my client settings moved all except 10 or 15 messages a day. So, despite my best efforts, I got all the graphical spam and all the phishing attacks I could stomach. As shown in the report, The Problem With Email, I'm about average.

My address, peter@brockmann.com had been a spam magnet for a couple of reasons. I am the administrator and technical contact for several domains and therefore am listed more than once in the WHOIS? database of the Internet domain managers, and have been listed there since 1996. As well, because the address is over a decade old, it's been trolled on the newslists and off my kids' piano school website and probably half a dozen other sites with careless trolling control practices.  [Historically, I never would have posted my email address as above, but I have no fear of being trolled now.]

Well, in the 20 day period April 17, 2007 through May 6, 2007 I have received zero spam. I have received two unsolicited marketing requests that I have since asked them to delist me (and given that they had gone through the process of replying to the challenge and therefore having invested in my communication), I expect they will obey my requests. So far so good.

Total trapped messages: 4,849 = 243/day; the vast majority of these are flagged as 'BULK.'

Hurray for Sendio. I've got my email inbox back! 

The Problem with Email

problemwithemail

problemwithemailDid you know there's a problem with email?

It's a dirty little secret of the software industry. The email application is very important to four out of five businesses, yet the users' experience is not very satisfying. When we asked 475 business users how to improve the email experience, mobility and better anti-spam technologies were the two most frequently cited requests. However, only better anti-spam technology makes positive impacts on both the desktop and mobile user.

This report, The Problem With Email, presents our findings and analysis. Learn more about the Spam Index in this report too. Here's the abstract. You will need to register to download the report, but you can download any of our research reports this way too. 

PR – Users Give Failing Grade for Poor Anti-Spam Performance

36% of firms lost business because an email did not arrive – often trapped by anti-spam software

 

MAY 1, 2007 – Northborough MA – Brockmann & Company, the communications research and consulting firm released their latest report entitled “The Problem with Email” providing insights for IT decision makers by analyzing the experiences of peers and competitors.

“The 475 respondents told us that although email is very important to business, it is not a very satisfying experience,” said Peter Brockmann, President of Brockmann & Company and author of the report. Users rated email 50% more important than mobile voice, 2 times more important than desktop voice and 10 times more important than faxmail. 68% of all emails originate outside the firm, and are often part of a commercial correspondence integrated with sales and service processes. Brockmann said, “Of the most frequent improvements requested – mobile email and better spam control – only better spam control improves both mobile and desktop email experiences.”

Despite the best efforts of the software industry, the report shows that business people still get an average of 11.2 spam messages in their inboxes every day. Brockmann said “The cure is often worse than the disease: 36% of respondents reported that their company had lost business as a result of an email not getting through.”Users don’t need more ‘false-positives’ either – the treatment of perfectly good email as spam – because it leads to lost business, frequent resend requests and delays in the business processes that depend on email.

The report introduces the Spam Index, a simple method to measure an organizations’ anti-spam performance allowing easy comparison to peers and competitors over time. “Making spam fighting an IT priority helps with employee productivity but our research shows that it also improves important business metrics like customer satisfaction and revenue. 4 times more Top Performers have very satisfied customers and revenue per employee over $500,000 than Poor Performers.”The report is available for free download for a limited time at http://www.brockmann.com.

About Brockmann & Company 

Brockmann & Company is a consulting & advisory firm serving high tech equipment & application vendors and service providers. Our clients accelerate growth through customer research & thought leadership.  Learn more at www.brockmann.com.

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New Discipline in Email Etiquette

emailetiquette

A New Discipline in Email Etiquette

emailetiquetteEmail has been shown to be a powerful Internet service and an accelerator of commerce, productivity, social interactions, news and amusement. Some call it the Internet’s ‘killer app.’ It has also in recent years, demonstrated its ability to deliver and broadcast computer viruses, worms, fraud, socially engineered deceptions, identity thefts and global confidence schemes. It seems the service’s elegant design as a system to just deliver properly formed messages to the addressees requested by the sender has been greatly abused. Spam is the embodiment of that abuse of the email service.

Spam affects virtually all of the 1.1 billion Internet users every day. Sadly, the typical email inboxes are assaulted with invitations to click here, download that, visit this site, just email your social security and credit card numbers here or there, participate in this nefarious fraud or that one.

For enterprises, where email has been proven to be a very effective mechanism to communicate with all manner of audiences including employees, potential employees, retirees, customers, prospects, former customers, suppliers and coworkers the electronic correspondence service seems to have been losing its potency and business impact, at a time when our economy can least afford it. This report, the first in a series, reviews email integrity myths and establishes the case for improving the users’ email experience.