705210 - Please describe the reasons for choosing a particular third-party mailer in the web site

Status: RESOLVED FIXED

(mozilla.org :: Governance, task)

Description

[:Mook]

(Sorry, this is probably misfiled; I can't file into the Legal component, and I can't figure out from bugzilla descriptions where privacy bugs should go.)

Please see mailing list discussion at the URL given (msgid <[e-mail]> in mozilla.governance).

Please describe on the web site (possibly near https://www.mozilla.org/en-US/third-party.html ) on the reasons Mozilla chose their current third-party mailer services, and the sort of things they have agreed to not do with the information Mozilla has given them.  It would also be good to include the things they have agreed to do.

(The third-party page currently does not know what Responsys, the current provide, is; it appears to also not know about the .com->.org merge.)

Comment 1

[David Baron :dbaron: (⌚️UTC-4, no longer working on Mozilla)]

Alternate URL for that mozilla-governance discussion:
https://groups.google.com/group/mozilla.governance/browse_thread/thread/b1a8463083510f00/b368329baf156921

Comment 2

[Gervase Markham [:gerv]]

Winston: can you tell us where this bug lives, and give us your thoughts?

Gerv

Comment 3

[Gervase Markham [:gerv]]

wbowden: ping?

Gerv

Comment 4

[Winston Bowden]

Hi Gerv,

I'm working on a doc that outlines our selection/review process.  I'm hoping to have it completed in the next week.  We can use this as a starting point for getting some info on the URl mentioned.  Also, adding our privacy point person Stacy Martin.  She's a big part our selection process.

Comment 5

[Gervase Markham [:gerv]]

Winston: sounds great - thanks :-)

Gerv

Comment 6

[Gervase Markham [:gerv]]

Winston: ping?

Gerv

Comment 7

[Winston Bowden]

Hi Gerv, 

First, adding Liz.  Liz - can you help us update the URL mentioned with ExactTarget?  What's the process for getting ExactTarget listed?  

Gerv - for your info:

This is a quick outline I put together of why we use an outside provider and the selection process our vendor went through. 

Why do we use a third party email vendor for engagement?

•	Budgetary logic.  Managing a system like this internally doesn’t make financial sense given the current size of our subscriber base.  It would require hiring several additional team members to manage deliverability, campaign effectiveness, etc.  Using a third party mitigates those needs.  

•	Security.  The provider we select has a history of ensuring maximum security of subscriber data.

•	Ability to measure marketing effectiveness.

•	Deliverability.  These vendors have direct relationships with the major Internet Service providers ensuring Mozilla campaigns are delivered into the inbox.

•	Unsubscribe management to ensure Mozilla is abiding by all international subscription requirements (easy ways to opt-in and opt-out of email communication).  

Process of selecting email partner:

Many departments are involved in the selection of a partner.  Here’s a basic outline of the process.

1.	Create RFP 
2.	Review and select finalists
3.	Once finalists selected they are reviewed by security, privacy, legal, web dev and engagement.  

In the case of our email vendor, we required approval of all the teams mentioned below before proceeding with a relationship:

Security

•	RFP questions formulated in conjunction with Mozilla security team 
•	Review RFP and select finalists
•	Initial call between finalists security team and Mozilla security 
•	Finalists undergo review by Mozilla security team that includes analysis of application and review of reports from third party agencies that have tested for breech potential.  

Privacy 
•	RFP questions formulated in conjunction with privacy team
•	Collect responses to the privacy teams standard questionnaire on privacy principles and practices
•	Review RFP and select finalists  
•	Through review of potential providers privacy policies and data management practices
•	Call with chief privacy officer to answer any other questions of concern 
•	Compare Mozilla privacy policy to potential partner to ensure there are no conflicts.  

Legal 
•	Review terms and conditions and make edits as needed to meet Mozilla standards.  
•	Review all statements of work and make edits to meet Mozilla standards.
•	Finalize contract to ensure all privacy/legal/pricing concerns have been addressed and are built into agreement.  
•	Make edits to vendor privacy policy to conform to Mozilla standards

Web Dev
•	Reviews RFP to ensure integration needs can be met
•	Integrate solution with moz.org

Engagement
•	Evaluate feature set to ensure provider meets our basic needs 
•	Ensure fair market price
•	Work with all teams to coordinate implementation process

Comment 8

[Gervase Markham [:gerv]]

Winston: that's great - that's just the sort of thing I think we should be saying when people ask. Can we turn that into a web or wiki page somewhere, so we can reference it when people ask us?

Gerv

Comment 9

[Winston Bowden]

Good idea.  I'll add into a wiki and place in this bug for your reference.

Comment 10

[Liz Compton [:liz]]

I've reopened the legal bug for updating the 3rd party list. Stacy will come up with a list of the missing 3rd party vendors, including ExactTarget, and then file a webdev bug to have the page updated.

Comment 11

[Gervase Markham [:gerv]]

Winston: ping? Any news on that wiki page? :-)

Gerv

Comment 12

[Gervase Markham [:gerv]]

Hi Winston: can we turn your comment into a wiki page or similar?

Gerv

Comment 13

[Winston Bowden]

Hi Gerv.  Is this what you're looking for?

https://wiki.mozilla.org/Engagement/User_Engagement/email/vendors#Why_do_we_use_a_third_party_email_vendor_for_engagement.3F

Comment 14

[Gervase Markham [:gerv]]

Winston: yes - awesome! Except that that page seems to have some of its content near-duplicated - can you investigate?

Gerv

Comment 15

[Winston Bowden]

Thanks.  Should be all set now.