Answer

It could stem from the source system, how the data is merged in Master Data Management (MDM) and relayed to Salesforce, the additional data layered on for CAN-SPAM compliance, how the audience translates to Marketing Cloud or a failed process on the sender's part. As a user, if someone is not getting emails:

1. first, ensure the sender is running the Data Extension with success before each send (if applicable). If so,
2. provide the missed communication example and the email address of the constituent to your eComm specialist to troubleshoot accordingly [5]. 

Resources

• Data & Tool Model (same details as above) [6]
• Troubleshoot Someone Not Receiving Marketing Cloud Email [5]
• Understanding CAN-SPAM [7]
• Salesforce Reporting (for eComm Specialists) [8]

Answer

For the most part email addresses need to be updated in the source system. The most common example is for alumni/friend/donor populations that must be updated in CU Ascend. Updated email addresses for students or employees are rare, but would also need to be resolved in the source system.

• Recipients can 'Update Your Contact Information' via the footer of commercial emails. This data will be processed accordingly.
• eComm specialists have access to submit Data Change Requests [9] to get changes processed accordingly.
  • If the Contact has an Advance ID the eComm specialist will work with those at CU Advancement to get it processed in CU Ascend.

Contacts that do not exist in one of the source systems and were instead created directly in Salesforce (called 'Standard' Contacts) be updated by an eComm specialist. These contacts make up 4% of our total.

*Many, outside of eComm specialists work with CU Advancement to get alumni and donor data processed. 

Resources

• Contacts in Salesforce: Individual vs. Standard [10]
• Updating Contact Information [11]
• Data Change Requests (for eComm Specialists) [9]

Answer

• Constituents receiving emails can manage their email preferences via the 'Manage My Preferences' link in the footer of commercial emails.
• eComm specialists can opt contacts in/out of an email category if provided written consent from the constituent. Marketing Cloud users can view which email preferences a contact is opted into or not in Salesforce but do not have access to edit.

Resources

• How Constituents Manage Their Email Preferences [12]
• Manually Managing Email Preferences (for eComm Specialists) [13]

Answer

• If someone is opted out of all emails they cannot manage their email preferences and will need assistance. 
• eComm specialists have access to opt contacts back into all emails.
  • If someone is not getting emails for other reasons (like they are FERPA protected or marked as 'Do Not Contact') it will require getting fixed in the source system. Your eComm specialist will guide you if they can address the request or recommend the next steps for the constituent.

Resources

• How Constituents Manage Their Email Preferences [12]
• Manually Managing Email Preferences (for eComm Specialists) [13]

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Answer

Not without approval and assistance from your eComm specialist. There are legitimate reasons for exporting eComm data for a defined process or analysis. There are no legitimate reasons for exporting contacts' email addresses to be imported to another platform. This is a violation of both CU and eComm policy and will result in losing your eComm license.