Your question: Lapsed email addresses remain a problem for us when putting together effective programmes of communications. How would you suggest we begin answering this problem?

BT replies

The most effective solution to this problem is to maintain a healthy database of your customers and periodically run a telephone campaign to check your records. Many companies make sure that they use all possible touchpoints with customers to capture details so that the database can be updated, simple things like ensuring sales people ask the right questions and input the new data.