Consumer Best Practices: version 0
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- Bu səhifədəki naviqasiya:
- Effective Date: January XXDecember 21, 201009** ** See the “Recent Changes” section for an exception to effective date Table of Contents
- Cross Carrier Standards/Best Practices 11
- Sprint/Nextel 62
U.S. Consumer Best Practices Version 4.1.15.0 Publication Date: December January XX21, 201009 Effective Date: January XXDecember 21, 201009** ** See the “Recent Changes” section for an exception to effective date Table of Contents Introduction: US Consumer Best Practices 6 Purpose: Centralize, Standardize, & Simplify 7 Scope: Standard Rate, Premium Rate, and Free to End User 8 References: MMA documents and links for reference purposes 8 Recent Changes: 10
Cross Carrier Standards Matrix 11 14 Program Types and Definitions 15 Cross Carrier: General Conduct 15 1.0General Guidelines 15 1.1 Messaging Frequency Guidelines 15 1.2 Tobacco & Alcohol Programs 15 1.3 Guidelines for Advertising Messaging Programs 15 1.4 Advertising to Children 16 1.5 Viral Marketing 17 1.6 Opt-In 17 1.7 Program Termination and Opt Out 18 1.8 Customer Support and HELP Guidelines 19 1.9 Customer Record Maintenance 20 1.10 Promotional Content 20
2.1 Standard Rate Single Opt In 22 2.2 Help 22 2.3 Terms and Conditions 22 2.4 Sweepstakes & Contests 23
3.1 Premium Rate Double Opt In via SMS 25 3.2 Premium Programs Opt Out 29 3.3 Help 30 3.4 Terms & Conditions 30 3.5 Bill Face Descriptors 30 3.6 Premium Billing Dispute Resolution 31 3.6 Affiliate Marketing 31 3.7 Premium WAP Sites 32 3.8 Subscription Programs 33 3.9 Spending Cap Limits – Non Chat Programs 35 3.10 Chat Programs 35 4.0 Free to End User Programs (FTEU) 37 4.1 Free To End User Opt In 37 4.2 Free to End User Pricing Disclosure 37 4.3 Free to End User Opt Out 37 4.4 Free to End User Terms & Conditions 37 4.5 Free to End User HELP 37 8.0 Program Approval 37 8.1 Free to End User (FTEU) 38 8.2 Charitable Giving 38
HELP 39
STOP (Opt Out) 39 Standard Rate Single Opt In – Alert Subscription 41 Standard Rate IVR (Initial Opt In IVR) 41 Premium Rated Double Opt In– Alert Subscription 42 Premium Rated Opt In for WAP 43 Premium Rated Chat Opt In 44 FTEU Single Opt In 46 Certification 47 Audit 47
Provisioning 49 Additions to VZW BP Guidelines 45 White Label Solutions 45 Single Host 45 Single Opt-In by Web, IV or Handset 45 Double Opt-In by Web, IVR or Handset 45 Opt Out (STOP) 45 Spending Cap Limits 45 Subscriptions Renewal Reminder 45 Contests and Sweepstakes 45 Mobile Banking/ 45 Commerce/ 45 Payments 45 Mobile Giving 45 Peer to Peer Communication 45 Website Call to Action (CTA) for Premium Charge Programs 45
Compliance Matrix Chart: Initial Opt In (First MT) 50 Confirmation MT 51 Verizon Certification 51 Verizon Audit 51
Provisioning 62 Supported Campaign Matrix 62 Short Code Enablement Process 63 Sprint/Nextel Certification 64 Sprint/Nextel Audit 64 Compliance Reporting and Audits 64 Campaign Violations 64 Content Policy 64 MDN Recycling Enforcement 65 Compliance Monitoring and Enforcement on the Sprint Network 65 Compliance Monitoring Process 65 Enforcement Process 66 Q&A Process 66 Appeals Process 66 Escalation Process 67 Using Program Violation Notices 67 Sprint In-Market Shortcode Violations and Actions Required List 67 Appendix A: In-Market Shortcode Violations & Actions Required 70 Appendix B: WAP Billing Shortcode Violations & Actions Required 71 Appendix C: Message Flow Shortcode Violations & Actions Required 73 Appendix D: “Gibberish Text” Example 78 Appendix E: Advertisement Example 79
Provisioning 80 Program Guidelines 81 Service Advertising 81 Legacy Advertising 81 Direct Marketing through Messaging 81 T-Mobile Trademark Rules 81 Short Codes 81 Short Code Extensions 81 Universal HELP Command 81 Universal STOP command and Confirmation Message 82 Customer Support 84 Opt In Guidelines 84 Single Opt In 84 Double Opt In 84
Single Opt In by Handset 84 Double Opt In by Handset 84 Opt In by Web 84 Opt In and Opt Out via Mobile Internet Browser 84 Opt In and Opt Out via IVR 86 Standard Rated Program Guidelines 86 One Time Event Non-Recurring 86 Recurring Messages – Subscription Services 86
One Time Event Non Recurring 86 Recurring Events Billed Per Message 86 Recurring Messages Subscription Services 86 Multiple Subscription Services 86 Premium Messaging Chat Guidelines 86 Match Notification Functionality 86 Group/
Chat 86 Chat Advertising 86 Additional Program Guidelines 87 Sweepstakes and Contests 87 Interactive TV (iTV) Campaigns 87 Alternate Billing Methods 87 Charitable Giving Programs 87 Viral or Word of Mouth Marketing Campaigns 89 Free to End User (FTEU) Campaigns 89
General Guidelines 89 Device Discovery and Support 89 Wap Push for Content Delivery 89 Billing for Content Delivery and Notification 89
Premium Download – One Time Event / Non Recurring 89 Premium Download – Recurring Messages/
Promotional Download Messaging 91 Mobile Internet Browsing – WAP Storefronts 91 SMS Messages with Embedded URLs 91 Applications 91 Correct COGA Service Setup and COGA Service Naming Conventions 91 COGA Examples 92 Short Codes: Section 2.3 92 Universal HELP Command: Section 2.4 92 Double Opt In: Section 2.8 92 Std Rate One Time Event: Section 3.1 92 Std Rate Subscription: section 3.1 92 Premium One-Time Event: Section 4.1 93 Premium Recurring Events Billed Per Message: section 4.2 93 Premium Recurring Message Subscription Service: section 4.3 93 Premium Chat: Section 4.5 93 Bill Carrier Invoice: Section 6.5 94 Alternative Payment: Section 6.5 94 Web Iniitiated Opt-In: Section 6.5 94 Correct and incorrect Service name set up in the COGA Provider Administrator interface: Section 8.1 94 T-Mobile Certification 95 T-Mobile Audit 95 AT&T 96 Provisioning 96 AT&T Customer Experience Policy for 3rd Party Content Providers 99 Unsolicited Messages 100 Opt In 100 Keyword Policy 100 Premium Rate Program Double Opt-in 101 AT&T Confirmation Messages 102 AT&T Opt-out Requirements 102 Subscription Migration Policy 102 Additional Subscription Considerations 102 Subscription Periods 103 Termination of Subscription Services 103 General Advertising Policy for AT&T 103 Chat and Social Networks Policy for AT&T 104 Subscription Services Advertising Policy for AT&T 105 Program Change Approvals 105 Inappropriate Content 105 Profanity 106 Drug Use 106 Sexual Conduct 106
AT&T Certification & Audits 108 Frequency 109 Audit Process 109 Audit Triggers 109 Audit Script Overview 109 Score Range 110 Content Provider Responsiveness 110 Audit Issues 110 AT&T Branding 110 Certification 111
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