Opt-out confirmation text messages deemed legal by the FCC

text messagesLast week, the FCC issued a ruling stating that it is legal to send a one-time text message to confirm that someone has opted out of receiving future text messages from a specific organization.  This had been an issue of great interest within the direct marketing industry, as mobile marketing is becoming more and more popular as a meaningful way of contacting customers.

The issue stemmed from a case last year where a consumer sued a direct marketing organization that had sent a follow-up text to confirm his opt-out, and they settled out of court rather than fighting it, setting a bad precedent for the industry.

I applaud the FCC for a very reasonable and responsible decision in allowing follow-up messages to be utilized to confirm opt-out requests for consumers.  When considering that the consumers being contacted had expressly opted in to receiving the messages at some point in the recent past, and were receiving text messages from the organization in a completely legal way, it was a bit frightening that the direct marketer could face disciplinary measures for confirming opt-outs.  Frankly, opt-out confirmation messages are a valuable service that the direct marketing organization is providing to the consumer so that they can be 100% sure that their opt-out request has been received.  To penalize a direct marketer for providing this service would – simply put – be senseless.

To read more on this, there is a good article in AdWeek.

In addition, you can get more information on the ruling by visiting the blog of Michele Shuster of MacMurray, Peterson and Shuster, industry legal experts.

Papa John’s faces lawsuit for mobile marketing compliance violations

mobile marketing complianceLately it seems that as every week that goes by, we hear of a company facing legal or regulatory action for failing to adhere to the strict compliance guidelines that govern the direct marketing industry.  This week a rather unlikely name is in the news for mobile marketing compliance violations:  Papa John’s Pizza.

As reported in several publications, Papa John’s is the subject of a class action lawsuit for sending numerous text messages to its customers without getting prior express verifiable consent.  Papa John’s was using a third party company to send out the text messages, and it appears they may not have been intricately aware of that company’s methods.  While Papa John’s denies fault in the case, many are estimating this could be the largest payout ever for such a violation, as more than 500,000 illegal text messages were sent.

Know your direct marketing partner

So what can companies that utilize direct marketing services take away from this case?  First, it is imperative to obtain express verifiable consent before contacting any consumer on their mobile device.  But since that is clearly part of the Telephone Consumer Protection Act, direct marketing providers should be keenly aware of that fact.

The bigger takeaway is just how important it is to truly know your direct marketing services provider.  With the myriad of laws and regulations that govern the industry, no company or organization should allow someone to send out marketing messages on their behalf without total faith that they are crossing every “t” and dotting every “i” when it comes to regulatory compliance, as well as operating in a manner that is ethical to consumers.  If they are not, it can create significant liability for a company, even one as large and well-known as Papa John’s; and it can level mountains of good will built over many years.

So before signing on with a direct marketing partner, make sure you do your homework and verify that they not only understand the regulatory environment of the industry, but have systems in place to ensure that all campaigns maintain strict compliance.

Mobile Marketing in the Call Center

One of the technologies that is gaining interest among direct marketers and their audiences is mobile marketing. I sat down with our Chief Technical Officer Mike White for a short Q&A to talk about how mobile technologies are changing the way direct marketing works.

What factors drive the growth in text marketing?

InfoCision Chief Technical Officer Mike White

Definitely the rise in the number of mobile devices. And with the new generation, texting is how they communicate. It’s the new demographic. Also, there are some statistics out there that show that the age gap for people that do texting is widening. It’s not just the 18-to-29-year-olds now. It’s the 30-to-40-year-olds and the 50-to-60-year-olds that are starting to text as well. It’s becoming very commonplace.

How is the growth in mobile text marketing affecting the call center business?

We look at it from a service bureau perspective. We are handling calls on behalf of our clients, and what we’re seeing is that as we contact people through traditional channels, like the phone, we find individuals who request to be contacted via other channels.

Texting is becoming a type of marketing that is growing in popularity because a large percentage of the population has cell phones or mobile devices. I’ve seen statistics that show 90 percent of texts get opened and read within 15 minutes of being sent. As we see that proliferation, as a call center vendor, we need to be able to have that channel available to our clients so they can communicate with their customers.

What changes are call centers making to capitalize on text marketing?

The main thing is they need to have a provider or in-house platform that is capable of sending and receiving SMS messages. (SMS, or short message service, is a standardized communication protocol that enables the exchange of text messages between fixed line and mobile phone devices.) It’s basically a tool set and call centers need to have the right tools to provide the service.

Why has InfoCision chosen to make this investment?

It’s another option for how our clients can reach out to their customers. In addition, because it’s a very new and emerging space, we’re finding significantly higher response rates.

For more information on mobile marketing, contact Mike White at (330) 668-1400 or mike.white@infocision.com.