Mass Email Processes

All community leads have the ability to send templated email communications directly to those employees and/or students who report directly to the respective academic or operational units they support.

Mass communications (with the exception of opt-list requests) that are administrative, operational or otherwise deemed as a necessary “forced send” on behalf of Texas A&M universitywide or campuswide are now submitted using a single form. This allows you to provide content, including images and alt text, select requested audiences, note the preferred send date and more with a single form, which initiates the final review process. The building of these universitywide and campuswide emails will be supported by the Division of Marketing and Communications.

For the time being, opt-list communications that are promotional and non-administrative will continue to follow the existing process using the same form.

About the Email Platforms

The designated email platforms (Emma HQ or Maestro) for approved Texas A&M University users are to support streamlined and consistent communications efforts. The services are for critical or time-sensitive messages that should be to the entire university community or segmented to the appropriate audiences that are directly impacted. When possible, direct mass emails should be avoided through content planning, alternative communication channels (e.g., Texas A&M Mobile App, University Calendar, etc.).

Some examples of time-sensitive emails include but are not limited to:

• Critical messaging that is pertinent to the university’s mission
• Building or facilities-related issues (e.g., ruptured water line)
• Address an issue of campus safety or health
• Health and wellness (e.g., flu shots are available)
• Safety and security (e.g., beware of phishing scams)
• Address a recommended or required action that applies to the campus
• Transportation notifications
• Human Resources and Operational Effectiveness benefits (e.g., open enrollment)

Features

• Texas A&M University-branded, professionally designed email templates
• Accessible and compliant emails that meet state and federal mandates
• Support for preconfigured contact lists from Texas A&M
• Personalized salutations (“Dear [name]”)
• Multiple user roles (creator, reviewer, sender)
• Analytics (e.g., open and click rates)

Prohibited Usage

Do not use the platforms for:

• University or campuswide event promotions without prior approval. Event information is not considered essential and should be promoted using the university’s calendar. Emails for donors and former students should be coordinated with the Texas A&M Foundation.
• Independent mailings for internal job postings
• Direct email communication from faculty to students should be sent from the Learning Management System (i.e., Canvas)
• For direct email communications related to student billing or financial aid, existing communication outlets designed for messaging should be used (i.e., Banner, Compass).

Terms of Service (TOS)

The terms of service for the Texas A&M University email platforms are outlined below.

Contact Lists

Lists are used to send emails to internal addresses, external addresses or a combination. Donors and persons identified as Texas A&M University affiliates do not have records in the Texas A&M University Identity Management System and are not available for automation in the university managed email platforms.

Contacts for mass email communications lists are created from the automated processes in place with the master account. Segments and groups are created from the import that is distributed to subaccounts.

NOTE: Contact lists are not available nor permitted to be exported, downloaded or otherwise saved for use outside the platform.

Support

For email support, contact Texas A&M University’s Digital Experience team. Support hours are 8 a.m. – 5 p.m., Monday through Friday.

If your support needs are time-sensitive, include this information in your request. Typically, the team will respond within one business day. However, if template customization is needed, please plan to allow for adequate development time.

NOTE: If your email is essential to university business and must be sent within two business days, it will be prioritized as an “urgent” request and escalated to our support team.

Templates

All email communications must use the templates designed for the respective communication type (e.g. event, memo, general message or newsletter). These customized templates represent the cohesive university brand. Users may not overwrite or add templates’ custom styles or layout elements, including but not limited to font sizes and styles, text colors, button colors and styles, rows and columns, content padding, etc. Changing these elements can affect brand consistency, negatively impacting accessibility and the structural integrity of the email. If additional customization is needed, contact the Division of Marketing and Communications Digital Experience Team for support.

User Responsibilities

The following are the responsibilities of all users (e.g., divisions, schools and colleges).

Administrator

Administrators are the Technology Services and Marketing and Communications staff members who have access and responsibility for the Maestro platform, including account creation and permissions management.

Group Managers (GMs)

Group Managers must be full-time Texas A&M University staff members supporting a school, college, division, unit, etc. If they are not part of a communications team, their access must be approved as a designated user by a Marketing and Communications team lead. Responsibilities include but are not limited to the following:

• As the primary point of contact for marketing and communications for a Maestro group, the group manager is responsible for the following:
• Requesting access and termination of access for users
• Escalating issues
• Staying up-to-date on the designated email platform and the associated university email processes and policies through training, documentation or user group discussions.
• Before scheduling an email:
• A test email must be sent to the designated reviewer(s) for the content of the email.
• Review selected recipient groups or segments before authorizing an email campaign.
• Adhere to all data security policies (see below).
• Adhere to Texas A&M University’s email policy (see below).
• Submitting issues to the Digital Experience team and advising them of issue priority.
• Designate a backup group manager or delegate to support the responsibilities associated with the primary user role. Types of roles and responsibilities assigned are:
• Author – Can create mail jobs, define recipients and define/edit email content.
• Editor – Can create mail jobs, define recipients, define/edit email content, define sender, schedule delivery and send test emails.
• Full – Can create mail jobs, define recipients, define/edit email content, define sender, schedule delivery, send test emails and authorize mail job delivery.

Scheduling

All campuswide and universitywide emails must be scheduled in the Email Schedule Calendar. The Digital Experience Team approves and schedules these emails after receiving a request from the internal email request form. Scheduling requests should be submitted a minimum of three business days before the proposed send date. Please be mindful that your requested email communications do not conflict with university administration messages or observed traditions (e.g., president messages or Silver Taps).

Distribution Lists

If the currently available distribution lists do not meet your needs for an upcoming email, please submit a request to the Digital Experience team. List development will require 2-3 business days, depending on the complexity of the request. Please be sure to plan accordingly.

Data Security

Do not send personal health information (PHI). All of Texas A&M University’s policies regarding the sharing and public access to sensitive data apply.

Opt-Out or Unsubscribe

When sending external emails (non @tamu.edu), you must include an unsubscribe link required by the Federal CAN-SPAM Act. Exceptions to this requirement are email messages needed for the business function of the university, considered transactional or relationship messages as defined by the Federal CAN-SPAM Act.

Templates are provided for external audiences with an unsubscribe link for mailing to external emails. Templates for mass email messages will have the unsubscribe link removed.