FAQS
We welcome your questions on anything to do with Emu. If you can't find the answer you are looking for, please contact us and we will do our best to help you out.Signing up
- How much does Emu cost?
- What if I'm not happy with the service?
- Can I cancel at any time?
- What happens after my 30 day free trial?
- How will I be billed?
- Do I need a web site to use Emu?
- What happens when I go over 10,000 subscribers?
- What software do I need?
Getting started
- Can I upload my existing email list to Emu?
- Can I let other members of my business use Emu?
- How long does it take before I can send out my first emails?
- Can I switch off the advanced features if I don't need them?
- Can I create my own database fields?
- Can I set up demographic fields?
- Can I create my own sign up forms?
Help and support
- Does Emu come in anything other than English?
- Can I contact you if I need support?
- Does Emu come with help files and helpful tips?
Security
Subscribers & lists
- Can I have more than one list?
- Can I export data back out of Emu?
- Can I deduplicate my subscriber lists?
- Can subscribers change the lists they are subscribed to?
- Can I easily find subscribers in my lists by doing a search?
- Can I enable 'Double Opt-In' as a higher level of security?
- Can I add notes and comments to each subscriber?
- Can I set up call back dates?
- Does Emu keep track of where subscribers come from?
Creating & sending emails
- How easy is it to create my own email templates?
- Can I send graphic rich emails?
- Can I include my logo in my emails?
- How many emails can I send?
- Can I send attachments?
- Can I spellcheck my emails?
- What happens if my subscribers can't receive HTML emails?
- You're in the UK, I'm in the States - how does timezones affect my scheduling?
- Can I automatically send out follow-up emails?
- Can I personalise the emails I send out?
- What happens to emails that bounce back?
- Can I remove the "Powered by Emu" link at the bottom of emails?
- Can I remove the "Update your details or unsubscribe" link at the bottom of emails?
- Can I store and sort my email templates?
- Can I create new campaigns based on old campaigns?
- Can I preview campaigns before they are sent?
- Can AOL users read my emails?
- How many times does Emu try to deliver an email if it is unsuccessful?
- Will Emu stop me from sending the same message more than once to the same subscriber?
- What happens if you think I am spamming people?
- Does Emu check email addresses before sending?
Reports
Other services
- Can I purchase email addresses for inclusion in my Emu account?
- Can I obtain custom templates or copywriting services?
1. How much does Emu cost?
Emu is free to use for the first 30 days. At any time during your 30 day trial you can upgrade to the standard account for only £95 per month. This gives you full access to all the powerful features of Emu and allows you to send as many emails as you wish to up to 10,000 subscribers. Many of our customers see a return on their entire years investment within days of subscribing.
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2. What if I'm not happy with the service?
Emu is free for the first 30 days by which time you should be well aware of our high quality of service and product. We have designed Emu to be a valuable, highly effective marketing tool. However, if at any time you are dissatisfied with our service, simply call, write or email us asking to close your account and we will cancel your service and stop your billing. Payment for accounts closed within the first 90 days cannot be refunded. After 90 days you are not tied to us for any period of time. If you terminate services, but decide later to use the service again, you will be charged the standard rate.
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3. Can I cancel at any time?
Accounts can be cancelled at any time. The minimum contract term for the standard account is 90 days. If you cancel your account within the first 90 days, amounts paid for services are not refundable and you will be billed for the remaining days - up to 90 days - on your account.
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4. What happens after my 30 day free trial?
You will be notified in advance that your free trial period is coming to an end. It is then up to you to sign-up to the standard account or close your account. We will not move you to the standard account without your permission. Should you sign-up for the standard account, we will take your credit card details and debit you the standard monthly payment for your list size. Future payments will occur on the same day each month (or nearest working day) until you decide to cancel your subscription.
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5. How will I be billed?
We use an automated billing system. When you sign up as an Emu customer, you will be asked to provide a major credit card. That card will be billed monthly for the Emu monthly service fee according to your list size. If you exceed your list size level, an additional fee will also be billed against the credit card. For specific pricing please see Emu Pricing. If for some reason, we are unable to charge your card, our customer service department will contact you, but you will be unable to send further emails until proper payment has been provided. Again, if at any time you are dissatisfied with the Emu service, simply fax, email or send a signed letter asking us to stop the service, and no future billings will occur.
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6. Do I need a web site to use Emu?
A web site is not necessary, but Emu allows you to create sign-up forms for your website. To benefit from the full range of Emu features, we would suggest Emu is set up to capture data from your web site users. To use Emu, you will need a valid email address. Email campaigns will not be sent out unless they have a valid from address.
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7. What happens when I go over 10,000 subscribers?
Should you go over your maximum account size in any billing month we will increase your payments on a pro rata basis. For example, should you exceed your list size for the last 10 days of your billing month, we will bill you 20 days at the lower rate and 10 days at the higher rate. At the beginning of the next billing month, if your list size is still in excess of the maximum size, we will move you up to the next account level and charge accordingly. Should your list size only marginally exceed the maximum size for a few days in each month, no increase in your payments is necessary.
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8. What software do I need?
Nothing apart from a web browser. Emu will work in Internet Explorer 4 and above. Our email editor requires Internet Explorer to work, however all other features will work in other browsers such as Netscape 6+ and Opera 5+.
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9. Can I upload my existing email list to Emu?
Emu is designed so you can easily import an existing email list into the system without having to retype it. If your data is in a text file of CSV format, you can either directly upload the data from your computer to Emu, or if it is just a list of email addresses, simply cut and paste in to Emu. Emu allows you to set up database fields to match the fields you already have in your existing list. For example, First_Name, Last_Name, Email, etc. During import, you can match Emu fields up with your own fields. Alternatively you can send the list to us via email or disk and we will prepare it for you for a small fee. Once your initial list is loaded, new email addresses can be captured directly on your web site through an interface, for which we will provide you the code or from a form on our servers. This data capture interface will permit your customers to subscribe to your newsletter directly from your web site.
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10. Can I let other members of my business use Emu?
Using the Emu Control Panel, you can set up additional user accounts for your subscription. Users can either be superusers - with full administration rights, standard users with lesser rights (for data entry and email creation) and sales team users who will receive instant notification reports on clickthroughs. We strongly urge you not to share your username and password with anyone. We can always create new users at your request.
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11. How long does it take before I can send out my first emails?
The process of setting up an Emu account is instant. Once you have signed up, an account is automatically created for you and you can log in immediately. If you already have a list of email addresses, it is possible to take one of the provided email templates and have an email campaign going out within minutes.
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12. Can I switch off the advanced features if I don't need them?
When you first access your account, Emu is set to beginner mode. Once you get familiar with the system, you can easily set it to beginner or advanced mode from the Control Panel.
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13. Can I create my own database fields?
Emu can be totally customised in many ways, one of which is creating your own list fields. Therefore if you already have an existing database of subscribers in Act or Access or any other product, you can create matching database fields in Emu. That way it is a cinch when you come to import data. If you create a web site sign up form, Emu lets you capture as much data as you want. Therefore you could create a custom form that captures names, addresses, telephone numbers or even demographic information such as education background and salary range. All that information is stored in Emu and you can export it back out again in a number of formats.
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14. Can I set up demographic fields?
Demographic fields are set up in the same manner as regular list fields. Demographic fields let you capture key data and run reports on education, background, location, etc. Create and define your own fields and then include the information in your reports.
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15. Can I create my own sign up forms?
Emu allows you to set up two kinds of web forms - hosted on our servers or integrated in to your web site. Forms can be anything from a one box sign up form to a complicated contact form or questionnaire. Simply select which fields in your database you want to show. You can even format the text and colours, add your logo and some text to the page and set up an auto-reply message that gets sent to subscribers when they fill in your form. Either place one of our buttons on your web site (or design your own) that links to your sign up form on our server, or we'll send you the code and instructions on how to integrate the form with your web site.
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16. Does Emu come in anything other than English?
Emu will soon be available in other languages including Spanish, French and Italian. When other language versions are available, simply go to your Control Panel and select which language you would like Emu in.
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17. Can I contact you if I need support?
Support is available by email or by telephone 9am GMT to 5.30pm GMT Monday to Friday except UK (and Scottish) public holidays. To contact us, please see our contact page.
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18. Does Emu come with help files and helpful tips?
Emu comes with a fully searchable help database that contains extensive information on how to get the best from Emu. We also provide tips on how to use Emu and how to get the best from your online marketing campaigns.
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19. Are my lists secure?
We understand the importance of maintaining total security of your data. Whether it is your contact lists, your campaign results or your billing information. We've taken many measures to keep your information secure from hackers, other customers and other systems. Our database is secured behind a firewall and all data is backed up on a daily basis and stored in a secure fireproof data safe. Given the nature of our business, we want to assure you that the issue of security has been addressed at all levels by the implementation of rigorous standards and industry-leading best practices. Whether you're accessing your account, storing data or exchanging credit card information, you can feel confident that every exchange and transaction you make is secure. The names that you enter into Emu and those entered from your web site are fully YOUR property. We do not mix these names with other names in our database, nor do we use them for any purpose other than what you have instructed us to do. Furthermore, we will NEVER share, give, exchange, use, or copy your list except at your direction when providing you with the Emu service. If you terminate service with us at any time, we will permanently remove your list from our system, and if you so choose, we will provide an electronic copy of the list to you before removing it.
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20. Are my credit card details secure?
Credit card information is transferred to us using secure transmission technology including SSL and HTTPS (Hyper Text Transfer Protocol Secure). The information is then encrypted and stored so we can process payments through our secure Bank of Scotland merchant service.
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21. Can I have more than one list?
Emu lets you set up as many lists as you want and sub divide lists up further in to categories or 'interests'. Subscribers can then belong to (or be subscribed to) as many lists as you want.
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22. Can I export data back out of Emu?
Data from any of your lists can be exported from Emu in tab or comma delimited text or CSV format. Our export form allows you to select which records and which fields you want to export.
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23. Can I deduplicate my subscriber lists?
Emu has a deduplication feature that allows you to search for subscribers with the same email address.
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24. Can subscribers change the lists they are subscribed to?
Every email that Emu send out will contain an "unsubscribe or update my details" link at the bottom. This enables subscribers to update their details - including changing the lists they are subscribed to - or cancel their subscription.
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25. Can I easily find subscribers in my lists by doing a search?
Emu has a powerful search application that allows you to search through your database of subscribers using any of your fields, search new subscribers and perform keyword searches. Search results can be saved, sorted and exported. You can even customise the number of results displayed per page and which data you wish to show in each column.
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26. Can I enable 'Double Opt-In' as a higher level of security?
Using the Control Panel you can enable double opt-in protocols. Double opt-in means subscribers must respond to an email sent out at the time of initial subscription before you can begin sending them campaigns. This is the industry recognised standard for collecting email addresses and represents good practice.
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27. Can I add notes and comments to each subscriber?
Each subscriber has a notes field that allows you to add notes and comments so you can begin to use Emu like a CRM package. The notes field also stores system information such when the subscriber was added to the database, when their details were last exported, when the subscriber last updated their details, etc.
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28. Can I set up call back dates?
Call back dates can be added for each subscriber should you wish to use Emu to manage the sales process beyond any email campaigns. For example, using Emu you can easily identify who your hot prospects are and then decide to follow these up with a telephone call.
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29. Does Emu keep track of where subscribers come from?
Emu will keep a record of each subscribers source. This could be from one of your web forms, input manually through Emu, imported in bulk, moved from another list or referred by a friend from one of your emails.
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30. How easy is it to create my own email templates?
It couldn't be easier. No HTML experience is required. Emu comes with dozens of stunning templates for you to use. Simply upload your own logo, change the text and you're off. Alternatively, create your own template from blank, or use one of the existing templates to start from. Our email editor allows you to format text and add images as easily as creating a Word document. Create tables of colour, drop in images, format your text and insert links. You can even drop in any of your database fields so you can personalise every email that goes out. The email editor also contains a handy spellchecker and image manager. Whilst creating an email template you can save it as a draft and finish it later on, or save it to one of your folders.
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31. Can I send graphic rich emails?
Our email editor comes with a handy image manager that lets you upload and sort images for your emails. A word of caution though - don't include too many images in your emails. Some people will not be able to display your images or want to spend ages downloading large emails. The more images you have, the longer the download time.
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32. Can I include my logo in my emails?
Yes, your logo can be included in your email. Simply upload your logo using our email editor or if you have a logo already on your web site, simply copy and paste it in to the email.
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33. How many emails can I send?
As long as you are sending to a permission based list, you can send as many emails as you wish.
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34. Can I send attachments?
Yes, you can include an attachment with every email you send. We would recommend that you keep attachments very small (under 100k) to avoid long downloads for your subscribers. We would also recommend that you stick to files that are less prone to viruses such as PDF or simple TXT files.
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35. Can I spellcheck my emails?
The Emu email editor comes with a handy spellchecker.
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36. What happens if my subscribers can't receive HTML emails?
The ability to view HTML mail is not available on all email programs. Those individuals using older versions of AOL, for example, are not able to receive full HTML graphics. In addition, some people have preferences for the way they like to receive email, and intentionally choose to receive text rather than graphical emails. However, Emu offers you the best of both worlds. Our system uses specialised sensing technology that lets us send the mail in the best format a customer can receive. If your customer cannot view HTML email, your email newsletter is converted to an easy-to-read text format that is still quite impressive. Your customers can also sign up on your web site and indicate if they want either HTML or plain text newsletters. In either case, your customer receives exactly the same information regardless of the format.
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37. You're in the UK, I'm in the States - how does timezones affect my scheduling?
Using the Emu Control Panel you can select which timezone you are in. This way if you are scheduling an email campaign to be launched at midnight in your timezone, it actually goes out at midnight in your timezone and not midnight here. You can even select which format you want dates displayed - dd/mm/yy or mm/dd/yy.
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38. Can I automatically send out follow-up emails?
To get the most out of Emu, you should include links within every email you send out. As well as tracking when subscribers click on these links, you can also set up a follow-up email that automatically goes out when a link is clicked on. For example, you could have a "click here for more info" link that takes them to your web site but also instantly emails them a pre-prepared email with more information and a PDF attachment.
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39. Can I personalise the emails I send out?
You can take any of the fields you set up in your subscriber lists (such as FirstName, LastName, ZipCode, Salutation, etc.) and include these anywhere in your email templates. Simply click where you want the field to go then select which field from the email editor. It couldn't be easier. When the email gets sent out, it will be automatically mail merged with your subscriber list. Research shows that customised emails have a higher rate of success.
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40. What happens to emails that bounce back?
Our mailservers will make repeated attempts to deliver your emails. If for whatever reason an email is returned (because the address was wrong, their mailbox was full or their server was down) it will be returned to Emu which will mark the return (and wherever possible - the reason) next to the subscribers details in the database. Further emails will no longer be sent to this address. Emu lets you control 'bounced' addresses automatically or manually. If you select automatically, the subscriber will be removed from the database. If you select manually, you will be able to go to List Manager and view bounced subscribers and either edit their details, remove them from the database or move them from Status Bounced to Status OK.
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41. Can I remove the "Powered by Emu" link at the bottom of emails?
This can be removed by going to the Control Panel
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42. Can I remove the "Update your details or unsubscribe" link at the bottom of emails?
This cannot be removed for legal reasons. To avoid accusations of spamming and to meet various local, national and international laws, you MUST make it clear and easy for subscribers to see the data you hold about them and remove themselves from your lists. Should they unsubscribe from your list, you will no longer be able to send them an email, but their details will remain in the database which you can remove or export.
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43. Can I store and sort my email templates?
Email Manager lets you create folders to store your email templates in.
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44. Can I create new campaigns based on old campaigns?
When you create a campaign, you are selecting who to send to (your audience), which email you are sending and when you are sending it. This information is stored even after the campaign has gone. Therefore you can go in and load up the campaign details and use the information to create a new campaign.
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45. Can I preview campaigns before they are sent?
Yes, you can preview your email in your browser or send test copies of your campaign to yourself or other email addresses.
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46. Can AOL users read my emails?
Up until recently, AOL software did not support HTML emails (emails that contain formatting, colours, graphics, etc). Since AOL6.0, there has been increasing support for HTML on the AOL software, however if you are sending to large groups of AOL addresses, some points should be considered. Firstly, make sure your email is not too large (with too many graphics) and formatting is kept simple and to a minimum. Emu automatically creates AOL friendly versions of emails you send out to AOL addresses, but the AOL mail servers may delete emails that contain many large graphic files or large attachments. This will increase the chance of your email getting through and displaying reasonably within the AOL software. Secondly, avoid sending to large groups of AOL users at the same time. Emu staggers mail sending to avoid swamping mail servers which may think they are being spammed. However, AOL has a tendency to block emails (which dissapear in to the AOL black hole) that it arbiteraly thinks are spam, or even remove attachments and images from emails to help save on bandwidth.
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47. How many times does Emu try to deliver an email if it is unsuccessful?
If Emu cannot deliver to an email address (which may be due to the recipients mailserver being down or their mailbox is full) it will make 5 further attempts at 3 hourly intervals before giving up and marking the message as undeliverable.
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48. Will Emu stop me from sending the same message more than once to the same subscriber?
Yes, before a campaign has been finalised, Emu will warn you if you are about to send an email to an address that has already received it. You will have the option to include or exclude these addresses from the audience.
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49. What happens if you think I am spamming people?
Our system is intended to be a subscription-based, permission tool. This means the people that your email is being sent to must have specifically requested to be on your list. We do not authorise, nor will we tolerate, the use of Emu for the sending of "spam" (large quantities of unsolicited email). Any violation of our anti-spam policy will result in termination of service.
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50. Does Emu check email addresses before sending?
Emu performs a basic syntax check on email addresses before sending your campaign. This will check that email addresses are of the correct format i.e. someone@somewhere.com and avoid sending to addresses that contain mistakes such as spaces or unknown extensions.
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51. Can I instantly know when my email links are clicked on?
Yes, Emu has a unique instant notification system that allows members of your sales team to be instantly emailed with subscriber details when they click on links in your emails. This enables your sales team to instantly know who your hot prospects are which can then be followed up by further emails, letters or calls. Instant notification can be disabled, or you can select to recieve weekly reports instead.
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52. Can I design my own reports?
Emu Report Manager allows you to select from one of the pre-installed reports or create your own custom reports.
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53. Can I purchase email addresses for inclusion in my Emu account?
Our system is intended to be a subscription-based, permission tool. This means the people that your email is being sent to must have specifically requested to be on your list. We do not authorise, nor will we tolerate, the use of Emu for the sending of "spam" (large quantities of unsolicited email). Any violation of our anti-spam policy will result in termination of service.
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54. Can I obtain custom templates or copywriting services?
For an additional fee, we can work with you to create a template customised to your specifications. This can include special artwork/graphics, colour scheme, etc. We will work with you to get an idea of your needs, put together samples, and once you are satisfied upload the template to your Emu account.
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