Formatting Changes when Sent

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I called about this issue last week, but I'm hoping to get some suggestions on how to address it. My client wants his newsletter formatted so the text is justified. I do that and then send him a test message with a copy to myself. It looks right to me, but his email is left justified.

Last week I was told this is a known issue in Outlook (which my client and most of his recipients use). Whoever I talked to suggested I could "play around" with it to see if I could get it to hold. Well, I don't write code, so I have no idea what to try. I read old posts and tried removing formatting and then reformatting. Somehow, I can't format anything in the newsletter now, so that didn't work.

I'm about to recreate the whole thing to make sure I'm not copying and pasting text into the template, but other than that I'm stumped and quite frustrated. This should not be a difficult aspect of creating this newsletter, but I've burned so many more hours on formatting than I even did on creating the content that it is getting silly. Please help
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Julie Hanahan

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  • very frustrated

Posted 5 years ago

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Emily Hollingsworth, Alum

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Hi Julie -- I'm so sorry to hear that you are having a frustrating experience using the editor. I would love to jump into your account and see if I can get your email to behave! Can you let me know the name of the mailing you're working in and the sub account where I can find it?
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Julie Hanahan

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Sure. It's the Franklin Mailing September 2014 campaign in the Franklin Capital subaccount. I'll duck out of it so you can take a look. Thank you!
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Emily Hollingsworth, Alum

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Hi Julie -- I ran a test to see how your mailing renders across the lastest versions of Outlook (2007, 2010, 2011, 2013). I'm not able to replicate the left aligned text. I did notice when I copied your mailing that some of the text was "showing" justified but it didn't seem like that particular alignment had actually been applied. Your text may be defaulting to justified, but as a failsafe, you can highlight the text and apply the justified alignment from the toolbar. 

If you open my copy of your mailing (EMMA COPY), you see that Justified alignment is selected on the toolbar when you click into any of the text blocks in the left column. Why don't you try sending a test to your client from my copy to see if you get any different results. Then we'll go from there!
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Barbara O'Toole, Champion

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I just ran across this article today. May be helpful on understanding the issues with Outlook.
https://litmus.com/blog/a-guide-to-rendering-differences-in-microsoft-outlook-clients
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Julie Hanahan

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Hi Emily -- I sent it to my client, and he just responded saying it's still reformatting it. I can forward what he received to you if you give me your email address. It looks correct for me in gmail and Mac Mail, but obviously what he's seeing is a problem.
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Julie Hanahan

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Emily Hollingsworth, Alum

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Perfect! I can see this is in Gmail, did he forward this to you? He is experiencing the "re-formatting" in Outlook, correct?
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Julie Hanahan

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Yes, he forwarded it to me, and yes he is using Outlook. As you can see, the text is left-justified, there are no spaces between paragraphs and the size, color and spacing of the text box on the right is all wacky compared to the draft version.
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Emily Hollingsworth, Alum

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Thank you, Julie. I'm digging into this!
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Emily Hollingsworth, Alum

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Julie, I've done everything I can to try to replicate the left alignment of that text and cannot reproduce it. It's possible that this particular element of the mailing is rendering that way due to the user's inbox settings or defaults. I know the bulleted text on the right is acting up as well. I tried some tricks in my copy to get that text to behave (deleting and readding the content, deleting paragraph returns and using hard returns instead, removing all formatting and reformatting), but I had no luck. 

Unfortunately, these rendering issues and extra spaces are due to the way recent versions of Outlook were built. They don't play nicely with HTML for email. We always do our best to ensure that we explore all avenues within the Emma application to remedy any Outlook rendering roadblocks. I don't think there is anything else I can do here.

I'm going to escalate this case to our tier two support queue just to be sure! So I will check back in with you.
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Julie Hanahan

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Barbara -- Thank you for the link, but I truly do not have any fancy formatting at all. I'm having problems with justified text becoming left-justified and the appearance of some other text. No effects, no background images, no gifs. Very, very basic.
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Emily Hollingsworth, Alum

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Hey Julie -- Can you please post a screenshot of how it looks in the recipient's inbox, rather than a screenshot of the forwarded email? Since the email was forwarded through the inbox to you, it's sent and delivered by that outside email client source and the rendering will change upon forwarding. 

Since we still can't replicate this issue, I want to be sure we have a clear picture of exactly how it's rendering in the original recipient's Outlook inbox. If you could also find out the Outlook version your client is using, that would be great! 

Thanks for your patience here! We definitely want to get to the bottom of this issue. :)
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Emily Hollingsworth, Alum

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Hi Julie -- Still eager to dig in here! If you still need assistance, can you include a screenshot here of how the mailing looks in the original recipient's inbox? Thanks so much!