GiffGaff Ideas > Communications > Make GG e-mails viewable from the Account Dashboard
A Recent discussion about GiffGaff e-mails revealed that GG are using a few unwise practices in theirs:
Please could GiffGaff consider adding an E-mail Centre to the Account Dashboard, which would allow members to view e-mails GG have sent them by logging-in to their accounts and visiting the E-mail Centre from there. This would offer a number of benefits:
- Important links (i.e: Charity voting rounds) are only sent to members via e-mail, and cannot be accessed by logging into ones GG account.
- GG have limited e-mail capacity (They can only send out ~500k a day) which leads to delays when lots have to be sent around,
- Tracking links and code are used extensively (Each image tells GG if a message has been opened) which is a considerable privacy issue,
- Links used are hard to differentiate from those in scam e-mails, which means security conscious members are unlikely to follow them and thus lose out on whatever function (Charity nomination/vote or outage related remuneration) the e-mail was meant to serve,
- In addition: The format used (HTML - Encoded Quoted-Printable - With no plain-text fallback) makes these e-mails very hard to read and handle with plain-text/manual methods, making them almost unreadable in Mutt and other terminal-based clients.
Implementing this would ensure that GiffGaff not only serve members in a more straightforward and secure way that makes a lot of sense (And making the service more accessible to the highly security oriented, and avoiding them missing out) but would also allow them to keep a lot of communications internal, manage/reduce resource consumption avoiding surge pricing completely, and in doing this help to keep operational - And thus; service - Costs low for all of us! :-)
- Security-conscious members can verify and access e-mails safely by logging-in to their accounts and seeing if the e-mail they've received appears there too. If it doesn't, they'll be able to raise a timely scam warning on Community & with GiffGaff themselves.
- Members who don't have access to e-mail that day/are out-of-office can still collect service and marketing e-mail from GG if so desired,
- "Missing" e-mails can be collected from the Dashboard instead, reducing Agent tickets and posts in H&S asking about these.
- GGs limited e-mailing capacity can be better managed by sending only legal comms & receipts at point of creation (Such as the new member welcome e-mail with T&Cs, or top-up/GoodyBag receipts) and buffering less urgent e-mail (Routine mass mailouts, promos, Community thread subscriptions etc) for sending at times when spare capacity exists.
In a day when 12,500 e-mails have been sent out directly - For example - The next 487,500 buffered e-mails could be uploaded to the mail provider around 22:45 for transmission, making better use of the spare capacity left over from that day.
- During times of high e-mail demand (Such as December 2018's network outage) messages which have been buffered for sending but have been read by members through the E-Mail Centre in that time could be moved to a "low urgency" buffer and sent whenever capacity is freed-up, or (If the member has already read it from their Dashboard and acted upon it) perhaps deleted as redundant.
To: A Customer <a.customer AT example,com> From: GiffGaff <no-reply AT giffgaff,com> Subject: Just wanted to say hello! :-) Date: Tuesday, December 11th 2018 13:45:00 -0500 content-transfer-encoding: multipart/alternative; boundary: gg-wrap-a --gg-wrap-a content-disposition: inline content-type: text/plain; charset: utf-8 Want to see this e-mail in it's full glory? Please visit https://nomail.example.com/msg?campaign=SayHello&uid=12345678 Just a quick test message from GiffGaff to say hello, and to show how a *properly* encoded e-mail might look! :-) --gg-wrap-a content-disposition: inline content-transfer-encoding: multipart/alternative; boundary: gg-html-b --gg-html-b content-disposition: inline content-type: text/html; charset: utf-8 content-transfer-encoding: base64 PGh0bWw+PGJvZHk+Cjxmb250IHNpemU9MT5XYW50IHRvIHNlZSB0aGlzIGUtbWFpbCBpbiBpdCdzIGZ1 bGwgZ2xvcnk/IFBsZWFzZSA8YSBocmVmPSJodHRwczovL25vbWFpbC5leGFtcGxlLmNvbS9tc2c/Y2Ft cGFpZ249U2F5SGVsbG8mdWlkPTEyMzQ1Njc4IiB0YXJnZXQ9Il9uZXciPlZpZXcgaXQgb25saW5lPC9h PiE8L2ZvbnQ+PHA+Ckp1c3QgYSBxdWljayB0ZXN0IG1lc3NhZ2UgZnJvbSBHaWZmR2FmZiB0byBzYXkg PGI+aGVsbG88L2I+LCBhbmQgdG8gc2hvdyBob3cgYSA8aT5wcm9wZXJseTwvaT4gZW5jb2RlZCBlLW1h aWwgbWlnaHQgbG9vayEgOi0pPHA+CjwvYm9keT48L2h0bWw+Cg== --gg-html-b content-disposition: inline-attachment; filename=gg-email-example.png content-type: image/png content-transfer-encoding: base64 H4sICKwUEFwAA2dnLWVtYWlsLWV4YW1wbGUuaHRtADVQTWvDMAy951eoOWwM1prum+K4x46dBoPtWNRE jkVtK4sduuzXLwnsINDjIb0P7XLwRp+kGU2hrcQMiX+p2povnPYskIggO05A64DsgSNwvk5gB++h9dKP e3j3hIlAI7iebFW6nLu0UyrKfLKhHwydp00tQYXU7usJIrex+sDxlbyXq4Gbant3//D49PxSQsa+pVyV x0iX0nwyXSZJkOg5klZoVlrNTo3uTPE2pAwI3wPXZ8g0gUApYUtgewlwYGsPaO2SBEfQJ+NmRa1O5hYw Ngvh5ALzIGg2XS8d9X7Uig1QrKWh5j984NZl8CLnFezWN7OB6dNcnlZLk8UfR+G71lEBAAA= --gg-html-b-- --gg-wrap-a content-disposition: attachment; filename=gg-email-example.htm.gz content-type: application/gzip content-transfer-encoding: base64 H4sICKwUEFwAA2dnLWVtYWlsLWV4YW1wbGUuaHRtADVQTWvDMAy951eoOWwM1prum+K4x46dBoPtWNRE jkVtK4sduuzXLwnsINDjIb0P7XLwRp+kGU2hrcQMiX+p2povnPYskIggO05A64DsgSNwvk5gB++h9dKP e3j3hIlAI7iebFW6nLu0UyrKfLKhHwydp00tQYXU7usJIrex+sDxlbyXq4Gbant3//D49PxSQsa+pVyV x0iX0nwyXSZJkOg5klZoVlrNTo3uTPE2pAwI3wPXZ8g0gUApYUtgewlwYGsPaO2SBEfQJ+NmRa1O5hYw Ngvh5ALzIGg2XS8d9X7Uig1QrKWh5j984NZl8CLnFezWN7OB6dNcnlZLk8UfR+G71lEBAAA= --gg-wrap-a--
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Here is the idea I submitted.
As to what it duplicated I'm still none the wiser.
As you've reminded me of this, I've just submitted a new idea, for people to get a link to the duplicate as a matter of course, when an idea is deemed a duplicate.
Edit to add.
Having just tried that link with an incognito tab (as the site won't log me out) to test if the link was publicly viewable, I'm afraid it isn't.
I'll put the text into a spoiler
By: revjonty | 15-07-2018 16:49
all webpages mentioned in emails should be findable from the GiffGaff homepage or "My GiffGaff" and shouldn't depend on customers clicking on links in emails.
The benefit to members is better online safety, the benefit to giffgaff is a reduction in agent time fielding enquiries about the legitimacy of emails.
This idea was submitted to contribute by an ex member @snozboz after they received an email regarding a refund, which could potentially have been a scam.
They asked that someone else would submit it to labs. I couldn't see a down side to implementation of this as I would consider it best practice, and something of a no brainer, which is why I am posting this as an idea, below is a full quote of their post.
I received an email about this issue:
which asked me to click on a link in the email. This link took me to a webpage that asked me for personal information. There was no way of finding that webpage from "My GiffGaff" or the GiffGaff homepage, so I was forced to click on that link in the email.
In this case, it turned out to be legitimate - I contacted an agent to check, and they said the email was legitimate, though I still had to click on the link in the email because, as the agent said:
"we'll be able to identify you as one of the members that were affected by this issue"
Surely, if I'd logged in with my GiffGaff credentials, this would have proved this? Though maybe the email in this case went to people, not only who weren't using GiffGaff anymore (like me), but had actually deleted their online GiffGaff account. Anyway...
Emails are extremely easy to fake. Webpages are extremely easy to fake (and make look like legitimate ones). Links in emails are extremely easy to fake and change so they point to fake webpages. Once you're on a webpage that "looks" legitimate and has the padlock icon in the address bar etc, it's very easy to give your personal information to scammers and fraudsters etc. We as end-users are often told to be vigilant for spam and scams and fraudulent emails etc - yet if companies like GiffGaff send us emails that function in the same way as scams, how are we to know the difference? We become trained by GiffGaff and others to do what the scammers want - trust on appearance, click on links in emails, enter our personal information etc. Having to get in touch with an agent (which is what I did to check) isn't quick or convenient, and the need to do so could be avoided.
For instance, in this case, the email from GiffGaff could have asked me to login to "My GiffGaff" and follow the link there - instead of giving me a link to click in the email itself.
It's not just GiffGaff who do this, but as it was GiffGaff this time I thought I'd say something because they might actually listen (unlike my bank!).
So my "idea" is - that all webpages mentioned in emails should be findable from the GiffGaff homepage or "My GiffGaff" and shouldn't depend on customers clicking on links in emails.
As I rarely visit this forum, please would someone else follow this up and post it as an "idea" once it has been debated and refined here.
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