Sometimes, communications have content that is both transactional and commercial creating a gray space. But the truth is it's still black and white.

Transactional Messages

• For a message to be considered transactional, the required content must be reflected in the subject line and be the first, primary content of the email body.
• In other words, a message should not be sent transactionally if:
  • a tidbit of required information is buried in the email OR
  • the subject line promotes a product or service (commercial).
• A common example includes newsletters, which rarely contain critical information. 'Important' information is not the same as 'required' information.