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Small Business & Entrepreneurship

Own Your Customer List: Exports, Consent Records and Texting Rules

Export email and text lists with their consent records, follow CAN-SPAM and FCC texting rules, register for A2P 10DLC and switch platforms safely.

Boston Made Intelligence

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Hands sorting index cards in a wooden box on a shop counter next to a face-down smartphone.

A small business’s email and text lists live inside someone else’s software, and the permission to use them lives in consent records, so both need a copy the business controls before a platform changes its terms, closes an account or raises prices.

Eight Nights · Part 4 of 8 · See the full series

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Export on a schedule, consent included

Most marketing platforms make exporting easy, but a bare list of addresses is not enough. Mailchimp, for example, exports separate files for subscribed, unsubscribed, non-subscribed and cleaned contacts, with fields such as OPTIN_TIME, CONFIRM_TIME and CONFIRM_IP that record when and how someone signed up. Those details are the evidence that a person asked to hear from the business.

A monthly export, saved to company storage with restricted access, should include every status, not just active subscribers. The unsubscribed file matters as much as the subscribed one, because it records who must not be contacted again. For text lists, the export should include each phone number, its consent status, the date consent was given and where it was collected, such as a checkout box, a web form or a keyword sign-up. Dated screenshots of each sign-up form, showing its exact wording, complete the record.

Email: the CAN-SPAM basics

The Federal Trade Commission’s compliance guide to the CAN-SPAM Act lays out the core rules for commercial email, and it notes that the law makes no exception for business-to-business messages. Header information must be accurate, subject lines cannot be deceptive, and the message must be identified as an advertisement. Each email needs a valid physical postal address and a clear explanation of how to opt out.

Opt-outs carry deadlines. The FTC guide and the text of the law both say a business must honor an opt-out within 10 business days, and the opt-out mechanism must keep working for at least 30 days after the message is sent. Once someone opts out, the business cannot sell or transfer that address, except to a company hired to help it comply. The FTC also warns that hiring another company to send email does not shift legal responsibility; both companies can be held liable.

Texts: express written consent first

Marketing texts face stricter rules than email. Under the Federal Communications Commission’s rules implementing the Telephone Consumer Protection Act, advertising or telemarketing calls to cell phones made with an autodialer or a prerecorded voice require the recipient’s prior express written consent, and the FCC applies its consent rules to text messages as well as calls. The rule defines that consent as a written agreement, signed by the person, that clearly authorizes the seller to send such messages to a specific phone number, with a clear disclosure that agreeing is not a condition of purchase. Electronic or digital signatures count when federal or state law recognizes them.

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The FCC tried to tighten that definition in 2023, but a federal appeals court vacated the change, and in 2025 the agency restored the earlier wording. Consent can also be withdrawn. FCC rules say people may revoke consent by any reasonable method, that replies such as “stop” or “unsubscribe” count, and that requests must be honored within no more than 10 business days. The FCC revised parts of its opt-out rules in 2026 and has asked whether the deadline should be shorter, so the safest practice is to process a STOP reply right away and check the current rule.

Business texting needs registration

Separately from the law, U.S. wireless carriers require businesses that send texts through software from ordinary 10-digit numbers to register under a system called A2P 10DLC, short for application-to-person, 10-digit long code. Twilio’s documentation says anyone sending SMS or MMS messages over a 10DLC number from an application to the U.S. must register a brand, which identifies who is sending, and a campaign, which describes the messages’ purpose and how people can opt in, opt out and get help. Twilio blocks messages to U.S. numbers from 10DLC numbers that are not tied to an approved campaign.

Amazon Web Services lists what to have ready before registering: a documented opt-in flow that captures explicit consent, a privacy policy and terms of service on the website, sample messages and a business website that matches the brand. The Campaign Registry, the industry database behind the system, says messaging providers collect a company’s tax ID to verify the brand. Toll-free numbers and short codes go through separate processes.

Moving lists without losing consent

Switching platforms is where permission most often gets lost. The new system needs each contact’s consent status and, ideally, the original consent date. Klaviyo, for example, accepts an SMS marketing consent status on import with an optional consent timestamp column, and it advises that a contact who opted out after that date be imported as subscribed only if the person opted in again. Unsubscribes and suppressed contacts should move too, so the new platform does not message people who already said no.

Texting registration does not travel automatically. The Campaign Registry says each messaging provider must register the brands it works with, even if another provider has already registered them, so a business changing SMS providers should plan for a new registration before its first send. Keeping the old account open until the new one is approved avoids a gap.

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The Fenway Web Take

The customer list is often the most valuable thing a small business builds online, and it is easy to treat it as the vendor’s property. The useful mindset is that the platform is a tool, while the list and its consent history belong to the business. A dated export and a folder of sign-up form screenshots cost little and answer the two questions that matter in a dispute or a migration: who agreed, and to what. Fenway Web offers clients a free continuity review that includes how their website sign-up forms record consent.

Tonight’s checklist

  • Export every email contact status, including unsubscribes, to company storage.
  • Export the text list with consent dates and sources.
  • Screenshot each sign-up form and save its wording with the date.
  • Check that every marketing email shows a postal address and a working opt-out.
  • Send STOP to the business’s own text line from a staff phone and confirm the opt-out works.
  • Ask the texting provider whether the brand and campaign are registered.
  • Set a monthly reminder for the next export.

What it means for you

  • A list without consent records is a liability, not an asset, when the business changes platforms.
  • Commercial email runs on opt-out rules, but autodialed marketing texts need written consent before the first message.
  • Unregistered business texting can be blocked by carriers, however good the consent records are.
  • Unsubscribe records must move with the list so no one who said no is contacted again.

Test yourself

1. How quickly must a business honor an email opt-out under CAN-SPAM?

Answer: Within 10 business days, according to the FTC’s guide and the text of the law.

2. Does CAN-SPAM exempt business-to-business email?

Answer: No; the FTC says the law makes no exception for business-to-business messages.

3. What two things does A2P 10DLC registration cover?

Answer: A brand, identifying who sends the texts, and a campaign describing their purpose and how people opt in, opt out and get help.

4. Why should unsubscribed contacts be exported along with subscribers?

Answer: They record who must not be contacted, and that record needs to move to any new platform.

Discussion

  1. Where would the business’s customer list be if its email platform closed the account tomorrow?
  2. Is a checked box at checkout clear enough consent for marketing texts, or should the wording be more explicit?
  3. Who on staff should own the monthly export and the consent records?

What your customer list is worth

Use your own numbers to see how much yearly revenue depends on the email and text list, and on the consent records behind it.

Yearly revenue tied to the list:

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Small Business & Entrepreneurship

Before Amazon’s Drones Fly Over Westborough, MassDOT Says the State Gets a Say

A state letter reminds Amazon that no Prime Air takeoff site can open in Massachusetts without an Aeronautics Division certificate, a safety and environmental review, and at least one public hearing.

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A delivery drone in flight during a supply-drop exercise

Amazon wants to launch Prime Air drone deliveries from a takeoff and landing area in Westborough. The Massachusetts Department of Transportation has a message for the company: not before the state signs off.

In a letter dated October 22, MassDOT told Amazon that the FAA approves its drones as an air carrier, but the flights are commercial operations subject to state law. No takeoff and landing site can be established in Westborough or anywhere else in Massachusetts without a certificate of approval from the state’s Aeronautics Division.

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What the state wants first

  • An official notification and review request from Amazon, which the division says it has not received.
  • Its own suitability review confirming the operation poses no safety threat.
  • An environmental impact review.
  • At least one public hearing before any certificate is issued.

The division said residents have already raised concerns about low-altitude flights over private property and possible conflicts with police, public safety crews and other drone operators.

The town has spoken, too

At a Special Town Meeting on Monday, October 20, Westborough voters overwhelmingly backed a bylaw restricting commercial drones. That bylaw still needs sign-off from the state attorney general and the Aeronautics Division.

Amazon spokesperson Lindsay Hamilton said the company remains committed to working with state and local officials and welcomes the chance to demonstrate the safety of its operations, noting Prime Air has flown in nine states with FAA approval.

Why it matters

Massachusetts is drawing a line that other states will watch: federal clearance gets a drone in the air, but the state decides where it can take off and land. For Amazon, the Westborough site is now a permitting process with a public hearing, not a launch date.

Source: Boston.com. Reported and written by the Ecosystem Intelligence Desk.

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Background

Drone delivery sits at the meeting point of two very different kinds of rules. The Federal Aviation Administration regulates the national airspace, including the safety of aircraft, pilots and operators. Cities, towns and states have traditionally regulated land use, including where businesses can operate, what they can build and how they affect neighbors. A delivery drone touches both systems: it flies through federally regulated airspace, but it has to take off and land somewhere on the ground.

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That split has been a recurring question as commercial drone programs have grown across the country. Federal approval typically focuses on whether the aircraft and the operation can fly safely. State and local reviews tend to focus on questions such as zoning, noise, environmental effects and how a facility fits into a community. How those layers fit together for drones is still being worked out in many places, which is why the Massachusetts approach described here draws attention.

What it means for Boston-area readers

For residents of Westborough and surrounding towns, the most practical point in the state’s letter is the process it describes. A suitability review, an environmental impact review and at least one public hearing all create moments when residents can learn details and share views. People who want to follow the matter can watch for official notices from the Aeronautics Division and from the town.

For businesses in the region, the case is a useful reminder that federal permission is not always the only permission an activity needs. Companies considering new technology, from drones to new kinds of vehicles or equipment, often face a mix of federal, state and local requirements, and the timing of those reviews can shape when a project can begin.

  • Residents may want to know how the review process works and where hearing notices will be posted.
  • Local officials are weighing how a town bylaw fits alongside state and federal rules.
  • Other businesses can watch how the state applies its certificate process to commercial drone operations.

Key terms

  • FAA: the Federal Aviation Administration, the federal agency responsible for civil aviation safety and the national airspace.
  • Air carrier: an operator approved to carry goods or passengers commercially by air.
  • MassDOT Aeronautics Division: the part of the Massachusetts Department of Transportation that oversees aviation matters in the state, including airports and landing areas.
  • Certificate of approval: the state sign-off the division says is needed before a takeoff and landing site can be established.
  • Bylaw: a local law adopted by a town, often through town meeting in Massachusetts.
  • Special Town Meeting: a town meeting called outside the regular annual schedule to act on specific articles.

What to watch

  • Whether Amazon files the notification and review request the division says it has not yet received.
  • How the attorney general and the Aeronautics Division respond to the Westborough bylaw.
  • When a public hearing is scheduled, and what information is made available beforehand.
  • What the suitability and environmental reviews examine, and how their findings are shared.
  • Whether other Massachusetts communities consider similar local rules on commercial drones.

Each of those steps will shape how, and whether, drone deliveries move forward in Westborough. Following the official record, rather than speculation, is the most reliable way to keep up. Public hearing notices, meeting minutes and published review documents are typically the clearest sources, and they allow residents to see the same information officials are weighing before any decision is made. Town and state websites usually post these materials, along with instructions for submitting written comments.

Quick check: According to MassDOT, what is required before a drone takeoff and landing site can be established in Massachusetts?

  1. Only FAA approval
  2. A certificate of approval from the state’s Aeronautics Division
  3. A permit from the town police department
Show answer

B. MassDOT said no site can be established without a certificate of approval from the Aeronautics Division.

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Economy

What Rising Costs Mean for Boston’s Small Businesses in 2026

Boston-area inflation is running at 3.7% year-over-year, led by a 16% jump in energy costs and rising shelter prices, squeezing small business margins across the region.

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Illustration for “What Rising Costs Mean for Boston’s Small Businesses in 2026”

Small business owners in Greater Boston are contending with a cost environment that, while cooling in some categories, is still squeezing margins in the places that matter most: energy, rent, and labor.

What’s driving prices higher

The Boston-Cambridge-Newton metro area’s consumer price index rose 3.7% year-over-year as of July 2026, according to federal labor statistics. Energy costs are the biggest culprit, up 16.0% over the year with gasoline alone jumping 30.5%. Shelter costs — which factor into commercial as well as residential rents in many small-business leases — climbed 4.7%, and education and communication costs rose 4.5%.

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Core inflation, which strips out food and energy, still expanded 3.0% over the year, with shelter again cited as the single largest contributor to price growth over the most recent two-month period.

Where businesses are catching a break

Not every cost is rising. Apparel prices actually fell 6.9% over a recent two-month stretch, and dairy prices are down 2.9% year-over-year — the lone decline among major grocery categories. For retailers and restaurants, that’s a modest offset against the bigger increases in energy and occupancy costs.

Why small businesses feel it more than big ones

Unlike large employers, most small businesses can’t hedge energy contracts or negotiate multi-year rent concessions at scale. A double-digit jump in energy costs and a near-5% rise in shelter costs hits a neighborhood restaurant or independent retailer’s bottom line directly and immediately, often faster than it shows up in headline economic data.

That squeeze is happening against the backdrop of a broader economic picture that’s sending mixed signals: statewide job growth is outpacing the national average, but biotech layoffs, corporate relocations, and population loss have all been part of the conversation about the health of the Massachusetts economy this year.

What owners can watch for

Energy and shelter costs are the two line items most likely to keep pressuring small business margins through the rest of 2026. Boston Made’s Economy desk will continue tracking regional CPI data as new releases come out, along with the state and local policy responses aimed at easing costs for small employers.

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Background

The Consumer Price Index is produced by the U.S. Bureau of Labor Statistics and measures changes over time in the prices households pay for a broad basket of goods and services. Alongside the national index, BLS publishes indexes for a number of metropolitan areas, including Boston-Cambridge-Newton. Metro-area indexes are released less frequently than the national figure, and because they are based on smaller samples, they can be more volatile from one release to the next.

The CPI is designed to measure consumer prices, not business costs directly. Still, many of the categories it tracks, such as energy, food and shelter, overlap with the costs small businesses face. A restaurant buys food and pays utility bills; a retailer pays rent and heats a storefront. That overlap is why business owners often watch the CPI as one signal among several.

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Core inflation, which excludes food and energy, is meant to show underlying price trends without the swings of those volatile categories. For businesses with high energy use, though, the headline number that includes energy can be closer to their own experience.

It also helps to remember that inflation figures describe the rate at which prices are changing, not the price level itself. A slowing inflation rate means prices are rising more slowly, not that they are falling.

What it means for small businesses

Small businesses cannot control regional prices, but they can manage how those prices affect them. A few general practices are widely used:

  • Know your biggest cost lines. Reviewing the last twelve months of expenses by category shows which increases matter most for your margins.
  • Review your lease. Commercial leases vary. Some pass through costs such as property taxes, insurance or common-area maintenance. Knowing what can change, and when, helps with planning.
  • Look at energy use. Many utilities and state programs offer energy assessments and incentives for commercial customers. Simple changes, such as efficient lighting or better controls on heating and cooling, can reduce use.
  • Revisit pricing thoughtfully. Small, well-explained price adjustments are often easier for customers to accept than infrequent large ones.
  • Compare suppliers. Periodically checking prices with alternative suppliers can reveal savings or provide leverage in negotiations.
  • Build a cash cushion. Even a modest reserve can help absorb unexpected cost spikes.
  • Talk to an accountant. A professional can help model how rising costs affect profitability and taxes.

Key terms

  • Consumer Price Index (CPI): A measure of the average change in prices paid by urban consumers for a basket of goods and services.
  • Metro-area CPI: A CPI calculated for a specific metropolitan region, such as Boston-Cambridge-Newton.
  • Core inflation: Inflation excluding food and energy prices.
  • Shelter: The CPI category covering housing costs, the largest single component of the index.
  • Margin: The share of revenue a business keeps after covering costs.
  • Pass-through: A lease or contract provision that shifts certain costs to the tenant or customer.

What to watch

Several public releases can help owners follow cost trends, without assuming any particular direction:

  • Upcoming releases of the Boston-Cambridge-Newton CPI from BLS.
  • National CPI and core inflation, which offer a broader context.
  • Seasonal electricity supply rate changes announced by utilities.
  • Heating fuel prices during the colder months.
  • State and local programs aimed at small employers, such as energy incentives or grants.
  • Your own monthly expense reports compared with the same months last year.

Quick check: What does core inflation exclude?

  1. Housing and rent
  2. Food and energy
  3. Clothing and education
Show answer

B. Core inflation strips out food and energy, whose prices tend to swing sharply.

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Economic Development

Boston’s Innovation Economy at a Crossroads as Venture Capital Pulls Back

Massachusetts’ life sciences and startup ecosystem is facing a funding pullback, with venture capital share and the number of funded companies both declining in 2026.

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Boston’s Innovation Economy at a Crossroads as Venture Capital Pulls Back

Boston built its reputation as an innovation hub on a simple formula: world-class research institutions feeding a steady pipeline of venture-backed startups, especially in biotech. That formula is under more pressure than it’s faced in years.

Fewer companies are getting funded

Massachusetts’ share of national venture capital dollars has slipped, and the number of companies in the state receiving funding has fallen by 13%. For a regional economy where early-stage funding rounds often determine whether a lab-based startup can hire its next ten employees, that decline matters well beyond the venture world itself.

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Empty lab space tells the same story

Much of the lab and life-sciences real estate built during the pandemic-era expansion now sits vacant at record levels. Developers who bet heavily on continued biotech growth in Cambridge, the Seaport, and along Route 128 are now absorbing that space more slowly than projected, which in turn has made landlords and lenders more cautious about financing the next wave of lab construction.

Layoffs compound the funding slowdown

The funding pullback is landing at the same time hiring in the sector has turned negative: 745 life sciences jobs were cut across 14 Massachusetts companies in the first quarter of 2026 alone. Fewer new funding rounds and fewer open positions together make it harder for laid-off scientists and executives to find their next role without leaving the state entirely — a dynamic that feeds directly into the broader population and talent-retention concerns policymakers have been raising this year.

The state’s response

Governor Healey’s $4 billion Mass Leads Act is designed specifically to shore up life sciences and technology, and the state’s new Competitiveness Council has been tasked with identifying regulatory and tax changes that could make Massachusetts more attractive to venture investors and the companies they fund. More than 30 companies have expanded in the state recently, evidence that the ecosystem hasn’t stalled entirely — but the funding and real estate data both point to a market that has cooled meaningfully from its pandemic-era highs.

What it means for founders and workers

For entrepreneurs building in Boston right now, the practical takeaway is that capital is more selective and runways matter more than they did two or three years ago. Boston Made’s Economy desk will continue tracking funding, lab vacancy, and hiring data across the innovation sector as it develops.

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Background

Massachusetts’ innovation economy grew around a set of reinforcing strengths: research universities that produce discoveries and graduates, teaching hospitals that run clinical research, and investors willing to fund early-stage companies. Biotech in particular depends on long timelines. A drug can take many years to move from the lab through clinical trials to approval, and most candidates do not succeed. Venture capital fills the gap by funding companies through those years in exchange for ownership.

Lab space is a distinctive part of the picture. Life sciences buildings need specialized ventilation, plumbing, power and safety features, which makes them more expensive to build than ordinary offices and harder to convert to other uses. When demand for lab space falls, those buildings can remain vacant longer than general office space might.

How venture funding works

Startups typically raise money in stages. Early rounds fund research and prototypes. Later rounds fund larger trials, hiring and commercialization. Each round is priced based on the company’s progress and investors’ view of its prospects. When investors become more cautious, companies may find it harder to raise new money, may raise at lower valuations or may cut costs to extend the time their existing funds will last.

  • Seed and Series A: early funding for initial research and team building.
  • Later rounds: larger amounts for clinical trials, scale-up or market entry.
  • Bridge funding: smaller amounts to carry a company to its next milestone.
  • Exits: acquisitions or public offerings that return money to investors.

What it means for founders and workers

For founders, a more selective funding environment usually rewards clear milestones, careful spending and realistic plans. For workers, it can mean fewer openings and more competition for roles, but also opportunities at companies that are still growing. Professional networks, industry associations and university career resources can help people navigate a slower market.

  • Track runway carefully and plan for funding to take longer than expected.
  • Keep relationships with investors active even between fundraising rounds.
  • Explore grants and nondilutive funding sources where available.
  • For job seekers, consider adjacent roles that use similar skills.

Key terms

  • Venture capital: investment in young, high-growth companies in exchange for equity.
  • Runway: how long a company can operate before it runs out of cash.
  • Lab vacancy: the share of laboratory space that is unoccupied.
  • Nondilutive funding: money, such as grants, that does not require giving up ownership.
  • Valuation: the value assigned to a company in a funding round.
  • Life sciences: fields including biotechnology, pharmaceuticals and medical devices.

What to watch

  • Quarterly venture funding reports for Massachusetts and national comparisons.
  • Lab vacancy and leasing trends in Cambridge, the Seaport and suburban markets.
  • Hiring and layoff announcements in the life sciences sector.
  • Implementation of the Mass Leads Act and recommendations from the Competitiveness Council.
  • Company expansions and relocations into or out of the state.

Funding data is often reported by quarter, and a single very large round can lift a total sharply, so looking at the number of deals alongside the dollar amount gives a clearer sense of how broadly capital is reaching companies across the ecosystem.

Quick check: By how much has the number of Massachusetts companies receiving venture funding fallen, according to the article?

  1. 3%
  2. 13%
  3. 30%
Show answer

B. The article says the number of companies in the state receiving funding has fallen by 13%.

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