We’re constantly bombarded with examples of how large well-known companies shoot themselves in the foot with poorly thought out client communications.
They commonly make foolish mistakes that send their messages to the user’s spam folder. Worse yet, many firms practically train their users to fall for the next “Phishing Fraud” campaign that makes it to their in-box.
That said, we occasionally run across a company that manages their client communications the right way. This is so rare, that it’s worth pointing out as an example to others.
A resent email from LinkedIn we were asked to investigate shows exactly how responsible companies should communicate with their users.
The email in question:
Subject: Reset your LinkedIn password
From: LinkedIn Customer Service <email@example.com>
First notice that the message is from a simple and straightforward email address
not some convoluted or randomized address. Sending emails from nonsense addresses like:
makes it nearly impossible for the typical user to have any real idea about the emails validity.
In addition, this message was delivered from an actual Linkedin.com server:
“from maila-ac.linkedin.com ([18.104.22.168])”
and not some third-party marketing or web services company like Response Systems or Securesuite.net which again, makes even an informed recipient wonder about the legitimacy.
Next, the IP address of the sending server (22.214.171.124) actually does resolve back to the server claiming to have sent it: maila-ac.linkedin.com.
Note… you can perform Reverse DNS lookups (among other things) through our DNS Tools page at: http://www.onlymyemail.com/dns_tools/reverse_lookup
Even better, rather than simply giving lip service to account security, they apparently do monitor accounts for suspicious behavior and notify the account holder intelligently:
In order to ensure that you continue to have the best experience using LinkedIn, we are constantly monitoring our site to make sure your account information is safe.
We have recently disabled your account for security reasons. To reset your password, follow these quick steps:
1. Go to the LinkedIn website
2. Click on “Sign In”
3. Click on “Forgot Password?” and follow the directions on the website
The LinkedIn Team
Of utmost importance, notice that rather than providing hyper-links to their site’s log-in pages, instead they instruct the user to go their website themselves in order to log in.
This process alone significantly reduces the chance that users will be tricked by “Phishing Fraud” emails that will be sent to them from criminals and con artists because almost all such scams rely on end-users having been completely trained to “click here” by so many social networking and financial web sites.
If every communication from your bank, auction site or social network consistently told you to:
- Go to the company site
- Click on “Sign in”
- Then whatever else they want you to do
Then users would become immediately suspicious of any such email claiming their account was suspended or under review or whatever if it asked them to “click here” and provided a hyper-link. Importantly, immediately suspicious is what end-users need to be nowadays and especially because it’s so easy to “display” one string of text, like:
While actually linking and directing the user’s browser to another site (controlled by the spammer) altogether.
Imagine how much less spam all of us would receive and how much safer the Internet would be if Bank of America, Facebook, Ebay, Paypal, Myspace, JP Morgan Chase (among many others) could understand these simple and straightforward principals.
Overall, this message is a perfect example of how to both keep your emails from being blocked by spam filters and prevent your users’ accounts from being phished. And at the same time saving us all endless spam from accounts that have been hijacked by spammers and other cyber-criminals.
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