FAQ

The status of 'opted out' means that the person has chosen not to receive your newsletter anymore.
If anyone has the status of 'opted out' on your account they will not be reactivated if re-imported as subscribers on your account.
The only way someone who has opted out can begin to receive your newsletter again is if they were to re-subscribe up to receive the newsletter again.

How can I find out the most popular content over multiple Issues?

You can find this information by running a 'Summary and Content Popularity' Report.

To create this report do the following:

Click into the 'Reports ->Your Reports' tab.

Click the 'New Report' button.

On the options that appear enter the name of the report and the format type.

Under the report type choose the Summary & content popularity report.

Click next to move on to the next page.

Select the emails you wish to report on, if you select 'choose when running report' at this stage, then the issues you report on will be determined each time you run the report. This makes the report very adaptable.

Click next to move on to the next page.

On the next page you choose if you want to apply any filters (Dates or Saved Searches).

Click next to move on to the next page.

The next screen displays a review of the options you have chosen.

Click to 'Save' or 'Save & Run' the report.

How can I personalise my newsletter/flyer with the subscribers name?

You can set up your issue to automatically pull in any information that you have stored on your subscribers. The following outlines how this is done using 'subscriber name' as an example.

Click into fully edit your article.
Place your cursor where you want the personalised information to appear within your article.
On the top row of editing icons you should see an icon that looks like a cog/wheel, called 'Insert content macro'. Click on this icon.
A window displays with a number of options available.
From the first drop down menu choose 'Subscriber Field'.
The next drop down menu allows you to choose which field to pull in, in this case choose 'first name'.
You will be prompted to enter a default value, which is what appears if the subscriber field is blank - we would always recommend filling in a default value.
Click to save your selections and you will see the personalisation code has been added to the editor.

How can I schedule a Report to be run or emailed?

When creating a custom report you can set it up so that the report is run at a scheduled time and/or that the report be emailed to you.

In the 'Reports ->Your reports' tab, you will click to 'Create new report'.

When creating your new report you will first be asked to name your report, next you need to choose which format you want the report to be generated in.

If you wish to schedule the report or have it emailed to an address the report needs to be generated as either a .pdf, .csv or .xls.

Once you have selected one of the formats mentioned above the options to schedule the report and to email the report will appear.

Tick the tick box next to the 'Schedule report' and the scheduling options become editable. You can choose the option that suits you here.

Tick the tick box 'Email report to' and you will be able to enter in the email address(es) that the report should be sent to. If you wish to send the report to multiple addresses simply separate the email addresses by a coma.

Once this information has been filled in you can continue to create your report as normal.

How can I test my subject lines?

You have the option of testing your subject lines to a number of subscribers. The system will then determine the most successful subject line and will send your issue with this subject line to the rest of your selected subscribers.
On the 'Send' tab, choose the tag/saved search you wish to send to.
You will see a green plus button appear next to the 'Subject Line' field.
This will allow you to add up to three subject lines.
The system will take 10% of the total subscribers you are sending to and it will test each of the subject lines you create on a selection of these.
Once you have entered in your subject lines you will see the option 'A/B Split Test Duration', with a number of options to choose from.
This is the amount of time the system takes before sending to the remainder of your subscribers using the most successful subject line.
Once you have chosen the time delay continue with the send as normal.
Once you click to send, your test emails will be sent out which will followed by the full send. c

How do I access my Newsweaver account?

Go to the Newsweaver website, http://www.newsweaver.com.
In the top right hand corner of the screen you will see a link 'Customer Login'.
Click on this link and you will be asked to enter your email address and password.
Click to login

How do I add a survey that I have created to my newsletter?

On the cover page of the newsletter find the editable 'Survey' component.
Click on the 'Survey' link to open.
The window that appears shows a number of survey options.
The option 'Choose Survey' will display a drop-down menu that lists the surveys available.
Choose the survey that is to be displayed.
Click 'Save' to complete.

How do I add articles to my library?

Click into the 'Content ->Articles' tab.
The issue articles are listed here.
Each article title has a tick box next to it.
Tick the tick box to select the articles to copy.
Click the 'Add to library' button that appears beneath the list of articles.
A window is displayed with the options to choose which folder in the library your articles are saved to.
The option to 'show library' is automatically ticked, this will automatically bring you to the library once the articles are copied. This can be un-ticked to stay on the articles tab.
Click the 'Add to Library' button.

How do I add personalisation into the subject line?

When sending your email you have the option of personalising the 'From/reply to email' 'From name' and the 'Subject Line'.

You will see the fields that you can personalise have an icon next to them (this is a cog icon).

Upon clicking on any of these icons you will be prompted to choose the subscriber field you wish to use to personalise your issue.

You may need to create a custom field to hold the information you wish to pull in, e.g you may create a field called Account Manager Email which will mean your newsletter/flyer looks like it is coming from the subscribers account manager.

Once you have chosen the field you wish to pull in, you will also be asked to enter in a default value. This is what will appear if a subscriber does not have any information stored in the field that you are taking information from.

We would always recommend adding a default value.

Once you have added the information as required continue with your send.

How do I approve my issue for sending?

Your issue can be approved from either the 'Home', 'Content -> Edit Page' or 'Send' tabs.
Within the right hand column of the screen you should see a window which displays a list of your emails/flyers.
Click on the issue you wish to approve to select it.
At the bottom of this window you will see an approve button.
Click to approve your issue, you will need to confirm approval.
You're issue is now approved.

How do I assign my article to a section?

On the 'Content ->Edit Page' tab click on the article you wish to edit.
Click on the full edit icon to open the 'Edit Article' page.
At the top left hand corner of the 'Edit Article' page you will see a 'Section(s)' field, with a sections icon appearing to the right of this field.
To assign your article to a section or to change the section with which your article is currently assigned, click on the sections icon.
In the widow displayed, all available sections are listed.
To assign a section to an article select the section in question and click 'add to selected'.
To remove an article from a section click on the article from the sections selected and click the link 'remove from selected'.

On the 'Content ->Articles' tab click on the article you wish to edit.
At the top left hand corner of the 'Edit Article' page you will see a 'Section(s)' field, with a sections icon appearing to the right of this field.
To assign your article to a section or to change the section with which your article is currently assigned, click on the sections icon.
In the widow displayed, all available sections are listed.
To assign a section to an article select the section in question and click 'add to selected'.
To remove an article from a section click on the article from the sections selected and click the link 'remove from selected'.

How do I change my password?

On the top right hand corner of your screen you will see your user name displayed.
Click onto your user name and you will be brought to your user profile page.
Next to 'Password options' click on edit
Enter your current password, followed by your new password and confirmation of your new password.
There is a password strength indicator which will alert you if your password is too weak.
Click to save your password

How do I change the date of an existing Newsletter/Flyer

In the right hand column of both the 'Home' tab and the 'Content -> Edit Page' tab you will see a widow which lists the existing emails/flyers on your account.
To select the issue you wish to change click onto the issue in question.
At the end of the window you will see a number of icons, click on the edit icon.
This displays the 'Edit Email/Flyer' page.
Using the date selector enter the new date for your issue and click on save.

How do I change the date/time on my scheduled send.

Click onto the 'Send' tab.
On the right hand column of the page, a window called 'Mailings' will display the emails/flyers sent and any scheduled sends.
You will be able to determine a scheduled send as it will have a clock icon appearing next to it.
Click onto the mailing in this window, to open up the settings of your scheduled send on the main send screen.
Click on the option 'Edit schedule details'.
The option to change the date and time of the send.
Enter your new details and click to save.

How do I change the default "From" & "Reply-to" email addresses on the send screen?

Click into the 'Admin ->Publication Settings' tab.

On the page that opens up click to 'Edit Settings'.

The publication settings become editable and at the end of the page you should see an area for 'Email Settings'.

There is a text area for you to set the default 'From Name', 'From Email' and 'Reply to Email'.

Once you have entered in these details click to save.

The details you have entered here are what will now appear as the default settings when sending your email.

If there is more than one publication on your account - you need to set these defaults on each of your publications.

How do I change the name of an existing Newsletter/Flyer?

In the right hand column of both the 'Home' tab and the 'Content -> Edit Page' tab you will see a widow which lists the existing emails/flyers within your publication.
To select the issue you wish to change click onto the issue in question.
At the end of the window you will see a number of icons, click on the edit icon.
This displays the 'Edit Email/Flyer' page.
Type in the new name for your issue and click to save.

How do I change the order of my articles?

The order of your articles can be changed from the 'Content ->Edit Page' tab.
To change the position of an article, click to select the article in question.
The article becomes editable and if there is an article above and below this article you will see buttons available with the option to move the article up or down.
You can move the articles position using this option.
If the article is assigned to a section, it can only be moved around

In most cases articles are ordered by value, the article with the value of 1 appearing first, 2 second and so on down.
To change the order value of your article click into fully edit your article.
In the article editing page you will see a field for 'Value', change the value of your article here to change the position of your article.

How do I change the order of my sections in my newsletter?

The list of sections associated with a publication are displayed on the 'Content ->Sections' tab.
Each section has a value associated with it and sections are ordered from 1 (appearing first) down.
The icon that appears to the left of the section name can be used to change the order value of the section by moving it up or down on the list.

How do I choose which columns of my file to import?

When importing a file of subscribers you have the option to take in any extra information that you have stored on your file. If your file has more than one column of information you will be asked during the subscribers import where this information should be placed on the account.

During the subscribers import, after you have chosen to upload your file, you will be brought to a screen which allows you to match the columns in your file to a subscriber attribute within Newsweaver.
The system will try and match up the columns automatically and you may notice that your column 'email address' is matched to the 'email address' field or that the 'first name' column is matched to the 'first name' field.
If the system cannot match the column in your file to a particular field within Newsweaver it will match it to 'Do not import'.
It is important to check that the columns that have been matched automatically by the system are correct.
Any information that you do not want to import to the system should be matched with 'do not import'.

How do I contact the support team from within my account?

A.From anywhere within the your account there is a “Contact Support” icon in the top right corner of the screen. Click on this to display a menu that offers a number of options, one of these being a link to 'Email Support'. Click on this link and a contact form will be displayed. Fill out the details requested (some of which will be pre-populated). Click on send and your request will be sent to the support team.back to top

How do I create a hyperlink on an image?

To hyper link an image your image needs to be added using the article editor.
Once your image is added, select the image by clicking onto it.
With the image selected click on the 'insert/edit' link icon.
You can find this icon on the bottom row of editing icons, it looks like a chain.
After clicking on this you will be given the option to link your image.
To link your image to an external website, choose the 'link to url' option.
Enter your full url (http://....) in the url field.
To open the web page in a new window, tick the 'open in a new window' option.
Click to save to create the link.

How do I create a link from article text which allows the subscriber to download a file?

Click to edit the article.
Highlight the text that will link to the file.
On the top row of editing icons, find the 'upload file' icon (looks like a page with a green arrow)
Click on this icon a pop-up window appears, with a field for 'file name' and another upload icon - click on this icon.
Another window appears which allows you to choose a file from your account library or to upload a new file from your network.

Click to upload a new file and browse to find the file from your own network.
Or
Click to add a file from the library and find the file in question from the library displayed.

Once the file is selected, click to upload the file.
The first pop-up will be displayed again, click to insert the file.
The text is now linked to the file.
Click to 'Save and close' the article to complete.

How do I create a new account user?

If you are the account administrator you do have the option to add a new user to your account.

If you would like add a new user you should do the following:

Click into the 'Admin ->Users' tab.

Click the 'new user' button.

In the window that opens up, enter in the new user details.

You will need to fill in First Name, Last Name, Email Address and Password.

The roles which you will assign depend on the access level you want to give. The general access level which allows the user full editing rights is:

Account Role: Publisher

Publication Role: Editor

Once you have all of this information entered click to save.

How do I create a new article?

Within the 'Content -> Edit Page' tab, when the cover page of a new issue is displayed a number of 'Add Article' buttons appear.
Click to 'Add Article' and the 'Create Article' page appears.
Add your article content.
Click to 'Save and close' the article to complete.

Within the 'Content -> Articles' tab an 'Add Article' button appears.
Click to 'Add Article' and the 'Create Article' page appears.
Add your article content.
Click to 'Save and close' the article to complete.

How do I create a new issue of my newsletter/flyer?

In the right hand column of both the 'Home' tab and the 'Content -> Edit Page' tab you will see a widow which lists the existing emails/flyers within your publication.
At the end of this window a number of icons are displayed, to create a new issue click on the 'new' icon.
The 'Create a new Email' page is displayed.
Enter the title of the new issue and amend the date of the issue if required.
Click on save and the new issue is created.

How do I create a test tag?

Click into the 'Subscribers ->Tags' tab.
The tags on your account are listed here and there are a number of buttons along the bottom.
Click the 'New Tag' button to create a new tag.
In the window that displays you need to name your new tag.
Tick the tick box next to the 'Test tag' option and click on save.
The new tag will display on your tag list, the (T) beside the tag means it is a test tag.

How do I delete my Newsletter/Flyer?

From the 'Home' tab or from the 'Content ->Edit Page' tab, a window on the right hand column of the page displays a list of your emails/flyers.
From this list, select the issue you want to delete by clicking on the title.
Below the window are a number of buttons.
Click the delete button to delete your issue.

Please note that you are unable to delete any issue that has been approved and sent.

How do I delete subscribers?

You cannot delete subscribers from your account. You have the option to make subscribers 'Inactive' or 'Opted-out'. See - What is the difference between Inactive and Opted-out subscribers?

How do I delete tags?

Click into the 'Subscribers ->Tags' tab to display a list of tags on your account.
Tick the tick box next to the tag(s) name to select.
Along the bottom of the tags list you will see a number of buttons.
Click the 'Delete' option to delete your selected tag(s)

How do I edit and existing article?

Within the 'Content ->Edit Page' tab your existing articles appear on the cover page of your issue.
Click onto the article you wish to edit.
The article will appear in an editable area with a number of icons around it.
Click on the 'full edit' icon.
The 'Article Editing' page is displayed.
Edit your article content here and click to save.

Within the 'Content ->Articles' tab your existing articles are listed.
Click onto the article title of the article you wish to edit.
The 'Article Editing' page is displayed.
Edit your article content here and click to save.

How do I edit the text version of my newsletter?

The text version of your newsletter will be set up in one of the following ways:

1. The text version is automatically populated. This means that the system will pull in the text from each of your articles and display them in plain text on the text version. If this is the way the text version is set up on your account then the text version will not be editable. This is the set up for most newsletter publications, Newsweaver support can confirm this for you if you are unsure.

2. The text version is not populated in any way by the system. In this case the text page needs to be populated each time you send an issue. If this is your set up you will be able to edit the text version by doing the following.
On the 'Content -> Edit page' a window on the right hand column of your screen will display the 'Pages' of your newsletter/flyer.
Within this window click onto the 'Text Version/Page' to select it.
Upon selecting this, the page will appear to the left within the 'Edit Page'.
Any editable Text Version/Page will be made up of an editable content block(s).
Use the editable content block(s) to type in the text version of your newsletter/flyer
This option is the set up for most flyer publications, Newsweaver support can confirm this for you if you are unsure.

It is important to note that if you have and editable Text version (Option 2) you will need to create a new Text version for each of your issues.

How do I find out how my emails are performing over a period of time?

You can find out this information using the 'Trending Report'.
In the 'Reports -> Your Reports' tab click to create a new report.
On the page that displays you will need to name your report, choose the report format and choose the report type.
The report type you should choose is one of the Trending Report options.

Trending report across multiple issues -> if you wish to analyse a number of issues in one publication.
Trending report across multiple issues - filtered by field or tag -> if you wish to analyse a number of issues in one publication, but filter the results by certain criteria.
Trending report across multiple accounts and publications -> if you wish to analyse a number of issues across a number of publications.

Once you have chosen the type of trending report you wish to run, click next to go to the next page.

On the next page you will need to choose which issues or publications and issues you wish to report on and you will also be asked to choose which content you wish to report on. Once you have made your selections, click next to go to the next page.

The next page will allow you to filter your results either by date or by a saved search, these are optional. Click next to go to the next page.

The next page display all your settings. Click to 'Save' or 'Save & Run' to save the report.

How do I find out who has clicked on what in my newsletter?

You can review the subscriber activity on specific issue.

Click into the 'Subscribers ->Search' tab.

From the search options that are displayed you should choose the following:

Metric -- Clicked any Link, Article or File -- Publication in Question -- Issue in Question.

Click to search.

The results which are displayed will show you any article, link or file which the subscriber clicked on and the total clicks for this subscriber.

How do I find out who has not read my email in the past x months?

In the 'Subscribers ->Search' area you should search for the following:

In the first dropdown menu choose 'Not'
Next change 'email address' to 'metric'.
In the next drop down menu that appears choose 'Opened Number of Emails in a Date Range'
You then need to enter the number of emails - in this case you are looking for people who have opened 0 emails. This is not an option so type in 1 (searching for 'not 1' email)
Finally choose the date range you wish to search, choose from 30 or 90 days, the last year or enter in the dates in question.
Click to search.

How do I identify what subscribers have opened certain emails over a period of time?

Click into the 'Subscribers ->Search' tab.

From the search options that are displayed you should choose the following:

Metric -- Opened Number of Emails in a Date Range -- Number of Emails Opened -- and the date range.

The drop down menu for the date range will allow you to choose from the last 30 or 90 days, the last year or you can enter your own date ranges if required.

Click to search and your results will be displayed.

How do I increase the size of my article editing screen?

Click to edit your article.
Place the cursor in either the summary or the full story text editing areas.
On the editing icons that display click on the icon 'Toggle fullscreen mode'.
This icon appears on the far right of the bottom row of icons.
The editing screen will display in full size.
Click the icon once more to return to the regular view.

How do I link from my article to a website instead of a back page?

Click to open your article to edit.
Between the summary and full story text fields, is a field called 'Link to URL'
Enter in the full address of the website that the article will link to (including the http://)
Click to save and close the article to complete.

How do I move email addresses from one tag to another?

In the 'Subscribers ->Search' tab, search for the subscriber that you wish to move.
Your search results should display the subscriber record in question and a number of buttons should be displayed along the bottom of the search results window.
Ensuring that the subscriber record is selected, click on the 'Tags' button that appears along the bottom of your search results.
A window is displayed with the options 'Add/Remove tag'.
In the 'Add Tag' field select the tag you wish the subscriber to be placed on, if this is a new tag then simply type in the name of the new tag.
In the 'Remove Tag' field select the tag you wish the subscriber to be removed from.

How do I remove extra spacing that is added between the summary text and the 'read more' link?

Extra spacing, that cannot be removed within the editor, can sometimes be carried over to your article from copied content.
This spacing is caused by html 'P Tags' can be removed but you need to go to the articles 'source editor' to remove it.
To open the articles source editor click into either the summary or the full story area.
Next on the top row of the editing icons find the 'html' icon, click on this to open the source editor.
'P Tags' can be identified by looking for the following - which will be at the start of the paragraph, and - which will be at the end of the paragraph.
You need to delete both of these from the code and the extra spacing will be removed.

How do I remove the formatting from text I want to copy from an external source into my newsletter/flyer?

Open the external document, select all of the text and copy.
Open a 'notepad/text' document and paste the text into this.
Next select all of the text from the 'notepad/text' doc and copy this.
You can now paste this text into your article/ content block without any hidden code being added.

How do I review my text version?

On the 'Content ->Edit Page' tab, a window which displays the different pages of your issue displays on the right hand column.
Within this window you will see a list of the pages associated with your issue.
Your 'Text Page/Version' will be listed here.
To review your text version click on the 'Text Page/Version' from this list and will display on the edit page.

How do I schedule a mailing for sending on a specific day and time?

You have the option to set your email to go on a specific date and time.
Once you are ready to set up your scheduled send you should click into the 'Send' tab.
Go through the send process as if you are about to send the email.
When you get to the final screen of the send process you will see your send options to either 'Schedule Mailing' or 'Send Issue Now'.
Click to 'Schedule Mailing'.
The scheduling options will be displayed.
The intended date and time of the send should be entered here.
Once this information has been added click 'Schedule Mailing'.
You will see your scheduled mailing appear on the right hand column of your send screen, within the 'Mailings' window. It is the mailing which has a clock icon next to it.

How do I select only certain tags to send to?

When in the 'Send' tab the first option that you have is to choose from a drop down list who you want to send to.
As long as your issue is approved you will see the option 'Tags' on this drop down menu.
When you choose to send to a 'Tags' a text field appears where you can type in the name(s) of the tags you wish to send to.
A 'tag' icon will also appear to the right of the text field, click on this to display a list of your tags to choose from.
Once you have chosen the tags you wish to send to, continue with your send.

How do I stop a scheduled send?

Click onto the 'Send' tab.
On the right hand column of the page, a window called 'Mailings' will display the emails/flyers sent and any scheduled sends.
You will be able to determine a scheduled send as it will have a clock icon appearing next to it.
Click onto the mailing in this window, to open up the settings of your scheduled send on the main send screen.
On this screen you will see a button 'Suspend Mailing'.
Click to suspend the mailing, you will be asked to confirm that you want to suspend the mailing, click 'Suspend the mailing' to confirm.

How do I unapprove an issue?

Once an issue is approved it is not possible to place it back to draft/unapproved mode.
We would always advise you do not approve your issue until you are at the point of sending the issue out.

How do I upload an image to the placeholder?

Click to edit your article.
To the right of both the summary and full story text fields are image placeholder areas.
To add an image to either placeholder area click on the placeholder (where it says click here to add or update image).
A window displays the option to choose an image from the account library or to upload a new file.

To upload a new file click to browse and choose an image file from your network.
Once the image has been selected from your network, click to upload.
Or
Click on the image in question from the account library.

Click to 'save and close' the article to complete.

How do I upload an image using the article editor?

Click to edit the article.
Place the cursor on to the summary/full story text area, the cursor should be placed at the point where the image will appear.
From the editing icons that display click on the 'insert/edit image' icon (tree icon).
The 'insert/edit' window appears with a number of options.
A browse icon appears next to the 'Image URL' field, click on this.
A new window appears with the option to choose an image from the account library or to upload a new file.

Click to upload a new file and choose to upload from your own network and click to upload.
Or
Click on an image stored in the account library.

The 'insert/edit image' window displays with the image properties populated.
Choose to align the image from this window if required.
Click to insert the image.
The image will now display in the editor.
Click to 'Save and Close' the article to complete.

How do I upload subscribers as 'Opted - out'?

Save your list of subscribers you wish to be opted out to a .csv file.

From the 'Subscribers ->Overview' tab click to 'Import Subscribers'.

On the next screen that appears browse and upload your .csv file. Click on next.

On the next screen click on the option 'Edit Fields', a window will appear with two drop down menus. In the first drop down menu select the option 'Status', in the second drop down menu select the option 'Opted-Out'.

Save these options and continue with your import, the emails will be stored on the account but stored as unsubscribed emails.

How do I use previous Sending criteria?

Click into the 'Send' tab at the top of the screen it will automatically brings you to the first step of your send.
On the navigation bar on the right you will see a mailings window which displays previous mails on this publication.
If you wish to use the same settings, ie From, Reply To, Subject Line etc you can do so by clicking on the mailing that you wish to mimic and selecting the 'Use Settings' button which is just underneath this window.

How does someone who opted out accidentally resubscribe?

If someone contacts you to tell you that they have accidentally unsubscribed from the account you should do the following:

In the 'Content ->Edit Page' tab, a window which displays all of your previous emails/flyers appears in the right hand column.
Click on the name of the latest issue to select it.
At the bottom of the window there is a link 'Published Link'
Click on this and a window will display the url for the web version of your latest issue.
Send this url to the subscriber in question via email, with the instruction that if they wish to sign up to receive your newsletter to do so from the subscribe option within your newsletter.

I am going to exceed my quota – how can I send out my email and what is my quota?

Your quota is the number of emails you are permitted to send from your account per month. This is determined when your account is being set up and you will see your email allowance on your service agreement.

If you are about to send over your quota the system will display this message to alert you to this.

This is simply an alert and you have the option to send the number of emails remaining from your monthly quota or to continue sending to all.

If you continue and send to all you may be subject to an overage charge.

This overage fee is charged per 1000 emails, over your quota.

If you are unsure of your overage fee please contact our customer relations team who can confirm this for you.

I am trying to copy my content from a Word document but the images are not coming across/ the formatting is not the same.

Formatted text that is copied from a word doc into your article may not appear exactly as it had in the word doc.

This is because word has its own markup language which it uses to format your text. When the text is copied into your article we need to remove this code as it is not compatible with the account. Instead of stripping out all of this code the system will translate of much of this code into html as possible. This means that any of the formatting that the system can translate will be brought over but certain formatted text may not.

We would advise not over formatting your text within an external document so that you do no loose your work when transferring into your newsletter. Instead do your formatting within the articles text editor.

Examples of things that are brought over: Font, text style, formatted lists.

Examples of things that are not brought over: Text colour, Images.

I have forgotten my password - How can I access my Newsweaver account?

If you cannot remember your password, click on the 'Forgot your password?' link on the client login page.
Enter the email address you use to login and click on send.
A new email will be generated and sent to you via email.

I have no articles in my newsletter, but the Overview report shows that I have subscribers clicking. What are they clicking on?

If you have no links within your newsletter/flyer a click can be registered if the subscriber clicks to view the web version of your newsletter.

I have sent out a newsletter but noticed some typos that I have now corrected. What do I need to do so that these changes will update on the newsletter?

Once you send an issue of your newsletter you can make updates to your issue and republish the issue to update the microsite.
To update the microsite with any updates you have made to your issue you should do the following:
Once you have made the changes to the issue in question you need to 'Republish' the issue in order for it to update the microsite.
From either the 'Home' tab, the 'Content ->Edit Page' tab or the 'Send' tab a list of the previous emails/flyers sent are displayed on a window on the right hand column.
The issue you have updated should be selected, if it is not click on it to select.
At the bottom of this window you should see the option 'Republish' - click on this.
Once the republishing is complete the microsite has been updated.
If you 'Republish' your updates will not be seen in the email that has been sent but will appear when anyone clicks through from the email.
Please note that clicking the 'Republish' button will not send your email again.

I have tried to send but it is saying that I am sending to 0 subscribers - why is this?

If you have active subscribers on your account but when you go to send the system is telling you it cannot send to '0' subscribers, this can happen if the permission for the publication you are sending has not been applied to your subscribers.
To fix this click back into the 'Subscribers ->Overview' tab.
On the right hand side of the screen, from the list of tags displayed, find the tag that you are trying to send to.
The number of subscribers on the tag will be displayed as a link, click on this to select all the subscribers in the tag.
The left hand side of the page will now display the first 20 subscribers on the tag but all subscribers on the tag will be selected.
Underneath this window you will see a button 'Permissions'.
Click on this and a window will appear that will give you the option to apply/remove permissions.
Apply the permission that is associated with the issue you are sending and save.
Click back to the send screen and you should now see the correct number of subscribers appearing.

I now want to send to all of my tags/subscribers but the system only allows me to send to "Testers" or "Email Address" - why?

You will only be able to send to your test tags or to a single subscriber as long as your issue is not approved.
On the 'Send' tab, a window on the right hand column will display a list of your newsletters/flyers.
If you are only able to send to testers or to a single subscriber you will see a red dot next to the title of your newsletter/flyer, this means that your issue is in draft.
The issue needs to be approved before you will see your full sending options.
Underneath the list of emails/flyers in the window on the right hand column you will see an 'approve' button.
Click to approve and you will be asked to confirm you want to approve.
When you return to the 'Send' tab you will see your full sending options available.

I uploaded a list of subscribers but forgot to assign them to a tag during the import process. How do I now add these subscribers to my tag?

When uploading subscribers you will have the option to add the subscribers to a tag(s).
If you do not add subscribers to a tag during the import the system will tag your subscribers with the date and the time of the import.
To find the subscribers you have just uploaded look to the menu on the right hand column of the 'Subscribers ->Overview' tab, and find the 'Tags' area on this menu.
On the tags that are listed you will see the tag named with the date and the time of the import.
Opposite this tag you should see the number of subscribers on the tag, this number is displayed as a link.
Click on this link to display the subscribers on this tag, the page will display 1-20 of the total number of subscribers.
There are a number of buttons running along the bottom of this window, ensuring that all subscribers are selected click on the 'tags' button.
A window will display giving you the option too add or remove tags.
In the add tag option type in the name of the new tag for your subscribers, or choose from the list of existing tags.
In the remove tag option choose to remove the existing tag (date and time)
Save your choices.
Your subscribers are now on the correct tag.
To delete the old tag, click to the 'Subscriber ->Tags' tab, select the tag you wish to delete and click the delete button.

On the Summary Report, why does my Total Who Clicked in Microsite and Total who Clicked in Email not add up to the Total Who Clicked?

This is because if you have clicked in both the 'Microsite' and the 'Email' you will register as 1 click on both of these results.

You will also be counted as 1 click under the 'Total who Clicked'.

As the system is counting individual clicks the total clicks will not always be the result of adding the totals from 'Clicked in Microsite' and 'Clicked in Email'.

Saved Searches – How do they work?

This area is very useful for segmenting your subscribers into useful groupings. Based on the criteria of your search you can save it as a template and because Saved Searches are dynamic , every time you run one it runs a real time check on the system.
If, for instance, you would like to create a list of subscribers who expressed interest in a certain article by clicking on it then you can do so as follows:
In the Search area choose:
Metric ->Clicked Specific link -> Choose publication -> Choose Link
This can be saved and then used to target subscribers based on this information, by sending to a saved search
You can also use it to identify subscribers in a certain location, company, Tag or email domain.
Add complexity to your search by entering more than one criteria.

There is no content in the full story field, but the read more link is still appearing - why?

This can happen when there has been formatted text within the full story area, which has subsequently been removed. The html code that had formatted the text remains in background of the article and the system believes there is content to link to. To remove this code:

Click to open the article for editing.
Place the cursor onto the 'Full Story' text area, so that the editing icons appear.
On the top row of icons towards the right find the 'html' icon.
Click on this to open the articles source editor.
Remove all code from the editor and click to update.
Click to save and close the article to finish.

What do permissions on my account allow me to do?

Permissions can play an important role in managing who receives what from your account. Generally speaking an account that has one publication should only have one permission, as everybody should receive the publication in question. Where permissions usually come into consideration is when you have more than one publication that you send out from your one account.

Setting the permission when importing your subscribers will allow you to decide which publications you want specific subscribers to receive. You can choose to apply single or multiple permissions to your subscribers.

What is also important about permissions, is the control it allows when people unsubscribe. If an account has multiple permissions, when someone chooses to unsubscribe from a particular publication the permission for that publication is simply removed, but the subscriber still remains active for any other permissions they have on the account. Only when the final permission is removed will the subscriber be opt-ed out at an account level.

Finally the use of permissions can be used as a way of separating subscribers into different groups for mailing. Lets say that I have a subscribe box that has 4 areas of interest, each area of interest has its own permission. When a subscriber selects an area of interest, they are assigned this particular permission. I can use the 'Subscribers ->Search' area to find the subscribers who have a particular permission assigned to them, when I get my results I can save my search and send my issue to the people who are interested in this area

What do the results of my import mean?

When your import has completed a page will display the results of your import. The following outlines what these results mean:

Total Records - Total number of records on the imported file.
Added New - Number of new subscriber records created.
Updated - Number of records on the file which already exist as subscribers on the account.
Invalid - Number of records with an incorrect email syntax or blank email field, these are not imported.
Duplicates - Number of records that have been entered more than once on your imported file. Each email address will only be added to the account once,any duplicates are not added.
Previously Opted-out - Have unsubscribed from your newsletter/flyer previously. These records are not imported.
Truncated - One of the fields entered is too long and the information has been truncated so that it can be added to the field.

What does 'Include in Past Issues' mean when I create a new issue?

Each newsletter can display links to previous issues in an archive.
The option 'Include in Past Issues' is displayed when creating a new issue.
When ticked this option will automatically add the issue in question to your newsletters archive.
If a particular issue is not to be archived, un-tick this option when creating the issue.

What does a Bounce mean?

A bounce is registered when the system has been unable to deliver an email to the subscribers.

What does the bounce type 'Invalid Address' mean?

Invalid Address means there is a problem with the domain part of the email address. The domain lies to the right of the @, e.g. @yahoo or @newsweaver.

What does the bounce manager do with this type of bounce?

For consumer addresses, i.e. domains provided by the large ISPs such as @yahoo or @gmail, Newsweaver will only allow one bounce for the reason of Invalid Address. After that the subscriber is made Inactive.

For business addresses, i.e. addresses using private business domains, such as @newsweaver or @esearch, Newsweaver will allow three consecutive bounces for the reason of Invalid Address. After that the subscriber is made Inactive.

Why does the bounce manager take these actions?

In the case of consumer addresses, it is unlikely that the major ISP providers will have an incorrect domain assigned. To continue sending to it would most likely result in the email being blacklisted as Spam by the ISPs, compromising your sending integrity. This is why the system will only allow one bounce for this reason before making the email address Inactive.

For business addresses, this is not necessarily the case, as it could happen that mistakes can occur in non-ISP addresses. The domain may not be fully activated at the time of sending, for example. For this reason, we wait until the email has bounced three consecutive times before making the address Inactive. If, however, you feel this is too long to wait and wish to override it, please refer to the manual process outlined below.

What does the bounce type 'Mailbox Full' mean?

As the name suggests, Mailbox Full simply means that your recipient’s email inbox is full.

What does the bounce manager do with this type of bounce?

The bounce manager will not take any action on this email address and it will remain active.

Why does the bounce manager take this action?

There is an opportunity in the future that the email will be delivered to them when their inbox has been emptied or enabled.

What does the bounce type 'Network Problem' mean?

Network Problem indicates that the system has been unable to find the mail server or the user’s domain due to technical difficulties on the receiver’s end.

What does the bounce manager do with this type of bounce?

In this case, the system will allow five consecutive bounces before making the email address Inactive.

Why does the bounce manager take this action?

Newsweaver development has found that five sends represents ample opportunity for technical problems to be resolved.

What does the bounce type 'Unclassified Problem' mean?

Unclassified Problem is when the message received by the Newsweaver server does not fit into any of the above categories, and cannot be immediately defined. There is no universal language that interprets all the different reasons for a bounce and so presently, we assign this as an Unclassified Problem. Ongoing research is underway by the Newsweaver development team to further categorise and define the different types of bounces and over time you will notice less and less appearing in the Unclassified Problem column.

What does the bounce manager do with this type of bounce?

The bounce manager will not take any action on this email address as there is an opportunity in the future that the problem will resolve itself and delivery will be possible.

What does the bounce type 'User Unknown' mean?

This type of bounce will occur when there is a problem with the local or user part of the address. The local part lies to the left of the @, for example tom@ or info@. It could be because of a spelling error, or because that user no longer exists at that organisation or domain.

What does the bounce manager do with this type of bounce?

The integrated bounce manager will allow three consecutive bounces for the reason of User Unknown before making that email address Inactive.

Why does the bounce manager take this action?

User Unknown occurs because the user is not recognised. This may be because they have left the company and will have been deactivated or there may be a spelling error in their name. To give them the benefit of the doubt the system allows three attempts to deliver before making it Inactive.

What is an anonymous visit?

An anonymous visit is registered when someone who is not a subscriber interacts with your newsletter/flyer.

This is likely to happen if you have posted the link to your newsletter/flyer online. It can also happen if someone uses the 'send to a friend' functionality to send a link to the newsletter/flyer to someone who is not a subscriber.

What is the difference between clicking in microsite and clicking in email?

A click registered from the email means the subscriber has clicked on a link from within their email inbox.

A click registered from the microsite means the subscriber has clicked on a link from within a browser window.

What is the difference between Inactive and Opted-out subscribers?

If a subscriber is 'Inactive' it means that they are not counted among your total subscribers and cannot be emailed from the account. You do have the option of adding these subscribers back into your account and this is done by changing their status back to active.

Opted-out is the status that is applied to a subscriber when they choose to unsubscribe from your newsletter/flyer. You can set a subscribers status to 'Opted-out' but you should be aware that this is the most definite method of removal. Once a subscribers status is set to 'Opted out' the only way they can be reactivated on the account is by re-subscribing through your newsletter.

You cannot delete subscribers from your account, you only have the option to make the subscribers 'Inactive' or 'Opted out'.

What is the difference between Individual Activity and All Activity?

Individual Activity: This will display the number of people that clicked on your newsletter/flyer in total.

All Activity: This will display the total number of times that all people have clicked on your newsletter/flyer .

E.g, If I click into the article of a newsletter 15 times, I will register as '1' under Individual Activity and as '15' under All Activity.

What is the difference between Unsubscribed and Complained?

Unsubscribed: The person who received the newsletter has clicked on the 'Unsubscribe' option to be removed from your mailing list. They will be automatically marked as opted out from the account.

Complained: The person who received your newsletter/flyer has clicked on the 'Report Misuse' option. They will be automatically marked as opted out from the account.

What is the difference between Who Opened and Who Clicked?

Who Opened means one of two things:

* A subscriber who has clicked on the tracking image, eg Dowload Images
* A subscriber who has clicked a link within the email which indicates an inferred open

Who Clicked means anyone who has clicked a link (article/url etc) within the email or the microsite.

What type of file do I need to use when importing subscribers?

When importing a file of subscribers the file types supported are .txt or .csv.
If your database of subscribers is stored in excel format simply open up your excel file, click on file -> save as and save it as a .csv file

When I look at my newsletter in the preview it is stretched and looks out of line - why is this?

Your newsletters template can be stretched out of line by a number of things. Look for the following:

Images - If the image you have added to your article is too wide it can push your newsletter out of line. We would recommend that images on the cover page be between 100-150px wide and that the images on the back page be 200-250px wide. If you want the image to stretch the full width of the column you will be able to add a larger image, each template is different so you can contact Newsweaver support to find out the max width of your image should be in this case.

Links - If you have a very long url the browser you use may not wrap the url. This will cause the text to stretch the width of your newsletter and push the template out of line.

Tables - If you have added a table to your account the width of the table may be greater than the width of the column and can cause the template to be pushed out of line. When adding a table to your article you should set the width to 100% rather than a pixel width.

Where can I see how my mailing is performing?

To view how your newsletter is performing you should click into the 'Subscribers ->Overview' tab.

The overview will give the opportunity to view at a glance how your email is performing.

On the right hand side of the screen you will see a number of windows displaying your publications, issues and mailings. From this area you will be able to choose which mailings information is displayed on the overview.

On the left hand side of the page you will see the information on how your email is performing displayed.

You can see a summary of the delivery information and a summary of the specific content that people have clicked on and the amount of clicks on this content.

Where do I find the link to send people the online version of my Newsletter/Flyer?

In the right hand column of the 'Content -> Edit Page' tab and the 'Content -> Preview' tab you will see a widow which lists the existing emails/flyers for your publication.
Click onto the issue in question in this window, to select.
At the end of the window you will see a number of icons, click on the Published Link icon.
A window appears which displays the link to the online version of the issue.
This can be posted online or the link can be sent for people to view the online version of the issue.

Where do I see who opted out?

In the 'Subscribers ->Overview' tab, at the top left hand corner, a number of stats for the last 30 days are listed.
This will list the number of people who have unsubscribed, this is the same as opted- out.
Click on the number to view the specific subscriber record.
If you have more than one publication you will see that these stats are filtered by the publication you have selected.
If you do not want to see the stats filtered by publication, remove the filter by clicking on the red cross.

From the 'Subscribers -> Search' tab you can search for people who have opted out.
Search for the following: System Attribute -> Opted-out. You then filter to search per publication and/or per date.

Why are there subscribers appearing in the overview report as having clicked but have not been sent the mailing?

In this case someone who is a subscriber on your account has not been sent the issue but has clicked on the published link of your issue.
If you display the latest version of your newsletter online they may have clicked onto this.
Even though the person has not been sent the mail if they visit the microsite the clicks they make are registered.
Ordinarily these will be registered as anonymous clicks but if the system can recognise the clicks as having come from a subscriber then they will register the clicks to the subscriber in question.
The system may recognise a click from a subscriber not sent the email as a result of cookies stored on the subscribers computer.

Why is my article not appearing in the preview page?

This is because the article is saved with a status of 'draft'. An article has to be approved or it will not appear in your issue when sent, therefore it does not display in your issue preview.

To change the status of an article to approved open the article to edit.
At the top right hand corner of the 'Edit Article' page there is a status field
Change the drop-down menu that appears here from 'Draft' to 'Approved'.
Click onto the 'Content ->Preview' tab to view the article in Preview

Why is there a red star next to my article title?

This is because your article title is a required field.

We can set your publications template not to display titles if you do not want these appearing but you will need to set a title for each article.

Will my image be resized automatically after I upload it?

Images that are uploaded using the article placeholders are controlled by your publications template.
The image placeholders are the cut out areas available to add images next to the summary and full story areas of your article.
Every design is different so the following may not apply to your template but in a lot of cases the images are controlled as follows:

Summary image - this appears on the cover page of your newsletter and is usually re-sized to between 100 - 150px wide. The height of the image will scale in relation to the width. It is usually set to appear to the right or the left of the text.

Full Story image - this appears on the articles full story on the back page of the newsletter. In general these images will be set to appear to the left, right or top of the text but will not be re-sized down.

It is important to note that if your images are set to appear at a certain width by the template, any images smaller than this width will be stretched to this size.

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