Send out proactive email to alert subscribers when something's broken

[sabpop]

What is it? A proactive email sent to users when there are scraper or council issues down for two weeks causing issues with people receiving alerts.

Also related to: https://github.com/openaustralia/planningalerts/issues/313

What we heard?

• People are most frustrated when they stop receiving alerts or dont receive them for some time. It makes them question the value of the service.
• People get upset when they see a development application in some other way and they have not received an alert from Planning Alerts.
• People who donate question whether they will donate again.
• People question if they are still signed up to the service.
• A high volume of email comes in about missed or late alerts and service disruption.
• People generally blame Planning Alerts, they are not aware the issue is with planning authorities.

Read more in the User Experience Map on Miro here: https://miro.com/app/board/uXjVPrTUbvg=/

Focus on cards: When an alert is missed or late, Assessing alert relevance, Not finding a specific application.

Hypothesis This would:

• Give people peace of mind that they are indeed still signed up correctly
• Reduce emails sent about missed or late alerts and service disruption
• Provide clarity on where the issue is and give people an alternative way to get their information

Design specifications

• Give indication of when Planning Alerts last received anything from the particular council
• Provide links for people to find out more about the process
• Link people directly to the appropriate council site. Text could read something like: We have not had any info since this date, you could go an explore that with the council to see if you missed anything.
• Include a short description of what Planning Alerts is
• Include an unsubscribe link
• Will need a visual design/ information hierarchy look over as per: https://github.com/openaustralia/planningalerts/issues/1708#issuecomment-1524704877

Sketch/ wireframe