From 686eebcbaa5637dc577858a50527dbd26f64228a Mon Sep 17 00:00:00 2001 From: Larry Burks Date: Fri, 6 Feb 2015 11:04:24 -0500 Subject: [PATCH 1/6] Draft: responsive email section to guides --- _config.yml | 4 ++ guides/responsive-email.md | 104 +++++++++++++++++++++++++++++++++++++ 2 files changed, 108 insertions(+) create mode 100644 guides/responsive-email.md diff --git a/_config.yml b/_config.yml index d65bfd45..e53fc50d 100755 --- a/_config.yml +++ b/_config.yml @@ -76,6 +76,10 @@ secondarynav: url: guides/effective-forms.html internal: true category: Guides + - text: Responsive email + url: guides/responsive-email.html + internal: true + category: Guides # - text: Filtering patterns # url: guides/filtering-patterns.html # internal: true diff --git a/guides/responsive-email.md b/guides/responsive-email.md new file mode 100644 index 00000000..de96fa32 --- /dev/null +++ b/guides/responsive-email.md @@ -0,0 +1,104 @@ +--- +layout: page +title: Responsive email +category: Guides +--- + +- [MIME](#mime) +- [Common Elements](#common_elements) +- [Message Conent](#message_content) +{: class="toc"} + +
+ +Email communication should be easy to understand and use, whether it is sent by a person or a system. System generated emails often don’t receive the same attention as personal messages or bulk mail, and they often miss an opportunity to reinforce the brand experience. This guide describes the common elements to consider when building an email communication strategy utilizing system generated content. + +### Before we begin, make sure you +{: class="h4"} + + 1. understand who is your audience, + 2. what you need to communicate and + 3. the best available options to communicate with them. + +Text messages and push notifications may also be options. + +
+ +

Multipurpose Internet Message Extension (MIME)

+ +Although most email clients support HTML formatted messages, there are exceptions. To ensure that your audience can see your message, make sure you send a plain text version with the HTML formatted message. + +MIME is the standard that enables plain text and HTML formatted messages to be sent together in one message. If the email client supports HTML and the user has not expressed a preference for plain text messages, then the HTML version is shown. Otherwise the plain text version is shown. + + +

Common elements

+ +All emails indicate who the email is from, a subject or reason for the email and a signature to close the message. Some messages may also include a notice. + +--- + +### From field + +No one likes getting a message from `no-reply@agency.gov`. Make it easy for recipients to reply to the message if they have questions, and make sure the account is monitored. + +Use a friendly name with the email address. For example, + + Consumer Financial Protection Bureau + +There may be situations when there is a need to be more specific about the sender, such as addressing recipients at institutions or other external agencies. + + CFPB Extranet Support + +The from field should generally correspond to the signature line, described below. + +--- + +### Subject + +The subject should clearly indicate the reason for the message. Don’t duplicate information in the subject that has already been communicated in the “From” field. + +For example, + +> Your account activation was successful + +Not, + +> CFPB Extranet: Account activation success + +--- + +### Closing or signature + +Include the full name of the organization. If the nature of the email is specific to a team, office or division of the bureau, then include that. Don’t add more information unless it is helpful to the recipient. Including a phone number also makes it easy for the recipient to respond if they have questions. + +Example from Consumer Response. + +> Consumer Financial Protection Bureau + +> (855) 555-1234 + +Example from Extranet Support Team. + +> Extranet Support Team + +> Consumer Financial Protection Bureau + +--- + +### Notice + +A notice may be used at the bottom of the email if required. There are currently no rules describing when an email should or should not include a notice. + +The current notice language follows. + +> Confidentiality Notice: If you received this email by mistake, please notify the sender of the mistake and delete the e-mail and any attachments. An inadvertent disclosure is not intended to waive any privileges. + +--- + +

Message content

+ +Language and tone should be appropriate to the audience. + +Refer to the other guides in this design manual that apply to your message content. + +Test your messages with a sample of recipients and ensure your messages are accessible. From f81e0464488ae422f8c71c34fea7a3a839c1d7bf Mon Sep 17 00:00:00 2001 From: Larry Burks Date: Fri, 6 Feb 2015 11:32:26 -0500 Subject: [PATCH 2/6] Fix indentation --- _config.yml | 8 ++++---- 1 file changed, 4 insertions(+), 4 deletions(-) diff --git a/_config.yml b/_config.yml index e53fc50d..40f50ad6 100755 --- a/_config.yml +++ b/_config.yml @@ -76,10 +76,10 @@ secondarynav: url: guides/effective-forms.html internal: true category: Guides - - text: Responsive email - url: guides/responsive-email.html - internal: true - category: Guides +- text: Responsive email + url: guides/responsive-email.html + internal: true + category: Guides # - text: Filtering patterns # url: guides/filtering-patterns.html # internal: true From 82007c79f4b5c9e218ac4c7ef6324841e22ef942 Mon Sep 17 00:00:00 2001 From: Larry Burks Date: Fri, 6 Feb 2015 15:27:41 -0500 Subject: [PATCH 3/6] Minor formatting --- guides/responsive-email.md | 12 ++++-------- 1 file changed, 4 insertions(+), 8 deletions(-) diff --git a/guides/responsive-email.md b/guides/responsive-email.md index de96fa32..07b4af60 100644 --- a/guides/responsive-email.md +++ b/guides/responsive-email.md @@ -73,15 +73,13 @@ Include the full name of the organization. If the nature of the email is specifi Example from Consumer Response. -> Consumer Financial Protection Bureau - -> (855) 555-1234 + Consumer Financial Protection Bureau + (855) 555-1234 Example from Extranet Support Team. -> Extranet Support Team - -> Consumer Financial Protection Bureau + Extranet Support Team + Consumer Financial Protection Bureau --- @@ -92,8 +90,6 @@ A notice may be used at the bottom of the email if required. There are currently The current notice language follows. > Confidentiality Notice: If you received this email by mistake, please notify the sender of the mistake and delete the e-mail and any attachments. An inadvertent disclosure is not intended to waive any privileges. - ----

Message content

From 23448aacd6771cc9ecef4966d60e75b9aad87486 Mon Sep 17 00:00:00 2001 From: Larry Burks Date: Fri, 6 Feb 2015 15:44:21 -0500 Subject: [PATCH 4/6] Ah, spaces --- guides/responsive-email.md | 4 ++-- 1 file changed, 2 insertions(+), 2 deletions(-) diff --git a/guides/responsive-email.md b/guides/responsive-email.md index 07b4af60..2d1af8f8 100644 --- a/guides/responsive-email.md +++ b/guides/responsive-email.md @@ -73,12 +73,12 @@ Include the full name of the organization. If the nature of the email is specifi Example from Consumer Response. - Consumer Financial Protection Bureau + Consumer Financial Protection Bureau (855) 555-1234 Example from Extranet Support Team. - Extranet Support Team + Extranet Support Team Consumer Financial Protection Bureau --- From 792aa93c30ecd1890e80e327247a9ed9b6d11a5b Mon Sep 17 00:00:00 2001 From: Larry Burks Date: Fri, 6 Feb 2015 15:45:36 -0500 Subject: [PATCH 5/6] Indent --- guides/responsive-email.md | 8 ++++---- 1 file changed, 4 insertions(+), 4 deletions(-) diff --git a/guides/responsive-email.md b/guides/responsive-email.md index 2d1af8f8..294da564 100644 --- a/guides/responsive-email.md +++ b/guides/responsive-email.md @@ -73,13 +73,13 @@ Include the full name of the organization. If the nature of the email is specifi Example from Consumer Response. - Consumer Financial Protection Bureau - (855) 555-1234 +> Consumer Financial Protection Bureau +> (855) 555-1234 Example from Extranet Support Team. - Extranet Support Team - Consumer Financial Protection Bureau +> Extranet Support Team +> Consumer Financial Protection Bureau --- From 57a65c639bc41289c2c618f905a84dada141e323 Mon Sep 17 00:00:00 2001 From: Larry Burks Date: Mon, 9 Feb 2015 15:53:52 -0500 Subject: [PATCH 6/6] Additional small edits from @kurzn --- guides/responsive-email.md | 12 ++++++------ 1 file changed, 6 insertions(+), 6 deletions(-) diff --git a/guides/responsive-email.md b/guides/responsive-email.md index 294da564..fefbb922 100644 --- a/guides/responsive-email.md +++ b/guides/responsive-email.md @@ -11,16 +11,14 @@ category: Guides
-Email communication should be easy to understand and use, whether it is sent by a person or a system. System generated emails often don’t receive the same attention as personal messages or bulk mail, and they often miss an opportunity to reinforce the brand experience. This guide describes the common elements to consider when building an email communication strategy utilizing system generated content. +Email communications should be clear and easy to understand, whether it is sent by a person or auto-generated by a system. System-generated emails often don’t receive the same attention as personal messages or bulk mail, and they often miss an opportunity to reinforce the brand experience. This guide describes the common elements to consider when building an email communication strategy utilizing system-generated content. ### Before we begin, make sure you {: class="h4"} - 1. understand who is your audience, - 2. what you need to communicate and - 3. the best available options to communicate with them. - -Text messages and push notifications may also be options. + 1. Understand your audience, + 2. Figure out what you need to communicate + 3. Discover the best available options to communicate with your audience (text messages and push notifications may also be options)
@@ -65,6 +63,8 @@ Not, > CFPB Extranet: Account activation success +Also, make the subject as specific as possible and phrase it in clear, friendly language. As a guide, the subject line should sound natural when read out loud. + --- ### Closing or signature