Double-Secret Privacy Policy

Yesterday's post talked about the content in your privacy policy and the need to keep it up to date; today's post focuses on the internalization of your objectives regarding email (and eCommerce) with your team and recipients.

I am the recipient of many privacy policies, from credit card companies, financial institutions, our travel company and even a few retailers. They’re all intimidating reads, long and obnoxious… but a nice way to torture your son, I recently asked him to read three sections from one and rewrite it. I told him if he wanted to be successful at the SAT that is what was required.

The challenge here is that these policies have all been written to protect the sending company, they’re intentionally hard decipher. Just when I thought all was lost, I received this email – look at the ease with which it’s written. This style is reflective of a dialogue… do this and not that. It’s a nice change of pace for those of us who receive tons of these policies and it helps build loyalty to the company.

If you’re not ready for this style, at least train your CSRs to put it into plan English – they’re the front line of your brand, your experts… make them look as such.