This post is a short. That’s because I want to share just one tip this week. No need to blow up the wheel or create a whole new strategy or have a bunch of meetings. This week, there is just one thing I’m asking you to do. But this one thing will completely, utterly, and totally change your library’s email marketing effectiveness for the better. Are you ready? Here it is.
Change your marketing emails from opt-in to opt-out. That means every cardholder who gives your library their email address, in the past or in the future, is on your marketing list. They need to start receiving your marketing emails… immediately. If they want to opt-out, they can (but they won’t!).
Now, I know many libraries will find this to be a radical shift. I’ve been in conversations with libraries as they evaluate the pros and cons of opt-in versus opt-out. It’s clear that many library marketers, particularly those who come from a library science background, are deeply concerned about creating the best experience for their cardholders. They worry about angering their cardholders by sending them emails. They are convinced that library marketing emails are spam and they don’t want to be one of the “bad brands” that sends spam.
I do understand. I don’t blame them for their fears. But I know for a fact that those fears are unfounded.
A library is NOT a normal company. The rules about spam do not apply to you. I don’t mean legally. I mean that your cardholders want your emails.
People love the library. They love what you offer them. They want to know to know what’s going on at the library. They want to know when you have new books. They want to know when you add new services. They want to know when you’re improving buildings. They love watching stories about library workers. They want to know when you publish a podcast. They want to buy tickets when you bring a big author to town. They’ll come to community events where the library has a presence. THEY LOVE YOU.
You are not going to spam people or make them mad by sending them emails. Unwavering cardholder loyalty is the one, big advantage libraries have over their competitors in the profit world. And we should use it!
My argument for opt-out emails comes from lots of experience. My library is fortunate to have a good-sized staff in our marketing department. We send marketing emails nearly every day of the week. These emails do not go to all cardholders. We segment our cardholders based on several factors, including how they use their card, where they live, their age, and more We have a rather large service area. So, most weeks, I send tens of thousands of my cardholders. And my library’s unsubscribe rate is ZERO percent.
No kidding. I see about 10-15 unsubscribes for every 10-thousand emails I send. Across the non-profit world, the average unsubscribe rate is about .19 percent, according to Smart Insights.
I worked the library outreach table at a book festival last week. Without prompting, customers asked about the library’s marketing emails. One lady said she heard her friends talking about them and wondered why she wasn’t receiving them! Several others mentioned they learned about new books and services from our emails. I had people GIVING ME their email addresses to check their status.
Do you think customers of other companies ask about their emails or talk about them with fondness to other customers? I never have, and I sign up for A LOT of marketing emails from other companies.
Change that one thing and start sending your emails to every customer. They want to hear from you!
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October 29, 2018 at 10:22 am
What vendor do you use to get the segmented data on your users and is that the same vendor you use email campaigns?
October 29, 2018 at 10:59 am
Yes, we use Savannah by Orangeboy, Inc. They do all the segmentation for us and we then use their platform to send our marketing emails. Let me know if you want a person of contact at that company.