On Tue, 12 Sep 2023, at 00:43, Jarland Donnell via mailop wrote:
> Fastmail was the only one on the feedback loop who reported every single
> email to the feedback loop that they themselves filtered to user's spam
> folders, and this feature was on by default.
Fastmail has never done this. The delivery pipeline that decides whether mail
goes to the Spam folder is not even hooked up to the system that sends FBL
reports. We did used to send a report whenever the user hit *Report spam*, or
when they manually confirmed a message had been filtered correctly by
permanently deleting it from the Spam folder (rather than clicking *Not spam*,
or moving it to another folder, or even just leaving it to be auto-deleted; and
I think we also only sent the report if they didn't have more than 10 selected,
so it wouldn't apply if they were doing a big bulk delete). We now only send it
when the user hits *Report spam* *and* the user's local reputation for that
sender is sufficiently low (which basically means the user has reported them as
spam before and *not* done something recently to indicate they want the mail
like archive or reply to it).
> This then forced your users to then reach out to the end customers of the
> transactional provider and beg them to find someone at their company who knew
> how to remove them from the suppression list, which frankly tends to be very
> few people at those companies (regardless of their size).
Exactly, this is the very problem I am describing.
On Tue, 12 Sep 2023, at 03:54, Scott Mutter via mailop wrote:
> My take on users abusing the "this is spam" button is, if they click the
> button then they don't want to receive mail from that sender ever again. […]
> End users are going to have to realize that clicking the "this is spam" on a
> message from a recipient that you clearly at one time wanted to receive
> messages from, doing that is going to have consequences.
Your server, your rules of course, but we've generally found it's better to
adapt to our users’ actual behaviour rather than attempt to educate all of
them. And of course even if we did manage to educate everyone, you're presuming
no one ever clicks it by mistake. If you want to make a great user experience,
you need to make it easy to undo changes and recover from mistakes
<https://www.nngroup.com/articles/user-control-and-freedom/>. If a user clicks
*Report spam* by mistake then *Undo*, we can revert the change to their local
reputation scores. But if it triggers a block at a 3rd party we can't undo
that, or even see that it exists to tell the user. That's a terrible experience.
Neil.
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