One Click, Two Click, Red Click, Blue Click

I’ve seen a lot of discussion and arguments over the CAN SPAM rule about whether or not an unsubscribe needs to be a One-Click unsubscribe. It’s gotten so common, I have a stock email I use as a template when wading into such discussions. It’s probably useful for a lot of other people, too, so I thought I’d share.
The regs say:

§ 316.5 Prohibition on charging a fee or imposing other requirements on recipients who wish to opt out.
Neither a sender nor any person acting on behalf of a sender may require that any recipient pay any fee, provide any information other than the recipient’s electronic mail address and opt-out preferences, or take any other steps except sending a reply electronic mail message or visiting a single Internet Web page, in order to:
(a) Use a return electronic mail address or other Internet-based mechanism, required by 15 U.S.C. 7704(a)(3), to submit a request not to receive future commercial electronic mail messages from a sender; or
(b) Have such a request honored as required by 15 U.S.C. 7704(a)(3)(B) and (a)(4).

If you shorten that really complex sentence and take out the modifiers / pointers to statutes it says: “No one may require that a recipient take any steps except visiting a single internet web page in order to submit a request to not receive future commercial emails from a sender.”
Under this rule, the sender may ask for the recipient’s electronic email address and their opt-out preferences.
I believe that a “2-click” process, where the first click takes the user to a webpage and the second click confirms the email address and the unsubscribe option, is legal under the FTC rulemaking. What the FTC really wanted to stop was requiring things like passwords for an opt-out, and to counter some of the spammers who were requiring people pay to be unsubscribed.
I do not like green eggs and spam.
I do not like them, Sam I am. (With apologies to Dr. Seuss)

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Confirmed unsubscribe

Whatever one might think about confirming opt-ins I think we can all agree that requiring someone to jump through hoops and confirm an unsubscription request will just annoy that person.
Today I attempt to opt-out from a discussion list. It’s one I *thought* I had opted out of previously, but I could find no record of the request anywhere. OK. So I imagined unsubscribing, I’ll just unsub again and keep better records.
After digging through the headers, I find the unsub link and dutifully mail off my unsubscribe request. I then receive an email that requires I click on a link to confirm my unsub request. This causes me to grumble a bit. I have heard all the arguments about forged unsub requests and the various reasons this is good practice. I believe none of them. Requiring people to confirm an unsubscription request is bad practice.
In this case, the mailing list is a discussion list so there is no CAN SPAM violation. However, I know that some commercial mailing lists have also implemented confirm your opt-out request. For commercial mailing lists, this is a CAN SPAM violation. It’s also just plain rude. If someone says, “Stop!” then you should stop, no questions asked

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Unsubscribe rates as a measure of engagement.

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  1. Anyone who doesn’t want our mail will opt-out.
  2. Most people don’t opt-out.
  3. Therefore, most people want our mail.

This clearly fallacious reasoning is something I deal with frequently with my clients, particularly those who come to me for reputation repair. They can’t understand why people are calling them spammers, because their unsubscribe rates and complaint rates are very low. The low complaints and unsubscribes must mean their mail is wanted. Unfortunately, the email marketers’ syllogism leads them to faulty conclusions.
There are many reasons people don’t opt-out of mail they don’t want. Some of it may be practical, the mail never hits their inbox, either due to ISP level filters or their own personal filters. Some people take a stance that they do not opt out of mail they did not opt-in to and if they don’t recognize the company, they won’t opt-out.
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