As a reminder to our standard rate clients, following is the verbiage and font styles / formats required on the “Terms and Conditions” page, linked to from the mobile program page of your website. At a minimum the Terms and Conditions page must include:
- Terms and conditions for mobile program must appear at the top of the page
- Program Sponsor information, defined as the program name, company name, or brand associated with the campaign
- Program pricing (Msg&Data Rates May Apply)
- Customer service support information
- Help information in bold (For help at any time text HELP to XXXXX)
- Opt-out information in bold (To stop messages at any time text STOP to XXXXX)
- Frequency of program services
- Carriers supported on the program
Note: be sure to confer with your legal team regarding the complete content requirements for your mobile program.
Please contact your Account Manager or 3Ci Support for more website requirements and compliance information.
As a reminder to our standard rate clients, following is a partial list of verbiage and font styles / formats that are required on the mobile program page of your website:
- A two to three (2-3) sentence description of the service including all program types on file with the carriers
- The frequency of alerts if offered (in monthly terms, e.g. Max 5 msgs/month)
- The verbiage Message and Data Rates May Apply must appear within one line of any call-to-action or cell phone submit field (Msg&Data Rates May Apply). Please note that the following formats are not allowed:
· Msg & Data rates may apply
· Msg+data rates may apply
· Message & data rates may apply
· Msg and data rates may apply
- Opt-out information must appear in bold type (e.g. To stop messages at any time text STOP to XXXXX)
Please contact your Account Manager or 3Ci Support for more website requirements and compliance information.
AT&T recently made auditing and monitoring policy changes to standard and premium campaigns.
Effective May 3, 2010, AT&T is implementing the following changes to its audit process:
- The scoring system that AT&T has used in the past for auditing will no longer be used. Instead a PASS/FAIL indication will be shown
- There will no longer be a “three strikes” process with regard to audits
- An audit will receive a FAIL if a customer-affecting or AT&T brand-affecting issue has been found during the audit, or if the issue breaks any of the MMA CBP guidelines. (A PDF copy of the guidelines is available for download here. Please note that you will need Adobe® Reader® in order to view the document)
- Root cause analysis (RCA) will be required for all failed audits. RCA will also be required for programs that generate over 25% refund rate
- Please be advised that IQ Quiz type-content will continue to follow the IQ Quiz Policy, dated December 2009
AT&T will continue to send feedback forms summarizing the failed audit; however, the following changes will occur:
- A failure in one or more criteria will result in a failed audit which will be considered an “escalation”
- All failed criteria must be resolved within five (5) business days
- AT&T will automatically check for compliance following Day 5
- Any escalation / failed audit not completely resolved will result in closure of the campaign. If a campaign is closed for failure, the customer will have 14 days to fix the issue or risk having the short code de-provisioned
- AT&T will indicate the reason for closure and change the campaign status
- No new subscriptions will be allowed immediately; however, existing customers will be able to retain their service
- AT&T will monitor activity for closed campaigns
- When a program failure is ‘resolved’, it can be stated within the RCA delivered to AT&T, which in turn will be reviewed for re-activation
- Failure to comply with this new policy will result in de-provisioning of the entire short code
Please contact your Account Manager or 3Ci Support if you should have any questions regarding AT&T’s changes to its audit process.
3Cinteractive, along with Neustar, was proud to sponsor the Mobile Marketing Association’s (MMA) 2010 Consumer Best Practices (CBP) Public Forum event. The forum, held at the Boca Raton Resort and Club in Boca Raton, Florida, discussed the CBP Guidelines, which are produced by the MMA’s CBP Committee (of which 3Cinteractive is a member). The guidelines provide measures of acceptable and unacceptable practices. Updated regularly, these guidelines set the industry standard for cross- carrier mobile content services, such as short messaging service (SMS), multimedia messaging service (MMS), shortcode programs, interactive voice response (IVR), and mobile web.
Pictured, left to right: Vic Shroff, 3Cinteractive; Alykahn Govani, MX Telecom;
and Jeremy Martin, 3Cinteractive
Here are some of our insights from the industry forum, which continues its charge of shaping the mobile industry as a viable, profitable market place that provides value to the end user.
Continue reading ‘Insights from the MMA’s Consumer Best Practices Industry Forum’
Last month 3Cinteractive sent a notice outlining AT&T’s new policy to address excessive refund rates. Additional documentation on this new policy and process, which became effective Sunday, January 31, 2010, is available for download (please note you will need Adobe® Reader® to view the document).
We ask that you review and familiarize yourself with AT&T’s 25%+ Refund Rate Policy.
Outlined below are the high level points of the 25%+ Refund Rate process. Further details are contained in the download document.
· All short codes with a refund rate of 25% or more will be sent for a priority audit, which is an audit immediately triggered by the excessive refund rate.
· All short codes with a refund rate higher than 25% and a failed priority audit (meaning, a score below 80) will be subject to the consequences outlined below.
Consequences of a breach in this new policy include:
· Immediate suspension of short code for a minimum of thirty (30) days
· No new purchases or subscriptions will be added to the short code during the suspension
· Note: existing subscribers will continue to bill and receive their content
Please feel free to contact your Account Manager or 3Ci Support with any questions or concerns you may have, or to review the impact these new guidelines may have on your business.
As 3Cinteractive’s Compliance and Program Coordinator, Karly Dreker is responsible for managing the entire program submission process. Karly works closely with aggregators and clients to get campaigns to market as quickly as possible, saving clients both time and money.
Born and raised in Boca Raton, Florida, Karly attended the University of Miami where she studied Advertising, Marketing, and Psychology. Her career with 3Cinteractive began in the summer of 2007 when she became the company’s first intern. After graduating from Miami in 2008, Karly came on board full time as 3Ci’s Marketing Specialist.
While very successful in the Marketing and Creative Department, Karly’s tireless work ethic and unmatched attention to detail have proven to be a great compliment to an already exceptional Client Services Department.
In her spare time, Karly enjoys traveling, going to the beach, swimming, and any kind of activities on or in the water. She is also an avid University of Miami Hurricanes and Miami Heat fan.