notifications-admin/app/templates/views/guidance/index.html

{% extends "content_template.html" %}
{% from "components/table.html" import mapping_table, row, text_field, edit_field, field with context %}
{% from "components/sub-navigation.html" import sub_navigation %}
{% from "components/service-link.html" import service_link %}

{% block per_page_title %}
  Guidance
{% endblock %}

{% block content_column_content %}

  <h1 class="font-body-2xl margin-bottom-3">Guidance</h1>

  <p>Notify allows you easily to create templates for messages for your recipients. You can customize messages to encourage
  your recipient to manage their benefits and increase follow through.</p>
  <p>Below we explain how to:</p>

  <ul class="list list-bullet">
    <li><a class="usa-link" href="#format-content">Format your content</a></li>
    <li><a class="usa-link" href="#add-links">Add links</a></li>
    <li><a class="usa-link" href="#personalize-content">Personalize your content</a></li>
    <li><a class="usa-link" href="#conditional-content">Add conditional content</a></li>
    <li><a class="usa-link" href="#indentify-program">Identify your program</a></li>
    <li><a class="usa-link" href="#prepare-data">Prepare your data</a></li>
    <li><a class="usa-link" href="#prevent-fraud">Prevent fraud</a></li>
  </ul>

  {# Format content #}
  <h2 class="padding-top-1" id="format-content">Format your content</h2>
  <p>Effective texts will help your message recipients take the steps needed to secure and keep the benefits and services
  they depend on. To craft an effective text:</p>

  <ul class="list list-bullet">
    <li>Choose your messages thoughtfully. Text messages are best to remind/nudge someone to take a specific action or
    communicate information at a particular time rather than pushing out broad or overly general information.</li>
    <li>Clearly state the issue and expected response. Tell your recipient what you expect from them.</li>
    <li>Say only one important thing per message.</li>
    <li>Frame the message to encourage action and explain the consequences of not completing the desired action.</li>
  </ul>

  <h3>To create and format your message</h3>
  <ol class="list">
    <li>All messages start from a template</li>
    <li>Click “<a href={{ url_for('.choose_template', service_id=current_service.id) }}>Send Messages</a>”. You’ll see existing templates.</li>
    <li>Add a new template or choose an existing template and select Edit.</li>
  </ol>

  {# Add links #}
  <h2 class="padding-top-1" id="add-links">Add links</h2>
  <p>When composing a text message, links to websites or online applications can help your recipient respond quickly.</p>

  <ul class="list list-bullet">
    <li>Write URLs in full and Notify will convert them into links for you. Note that you cannot hyperlink text in Notify
    messages.</li>
    <li>For link click tracking, you can consider adding campaign parameters to URLs.</li>
    <li>All links should point to a government domain.</li>
    <li>Link directly to where your recipient needs to take action, not to more information.</li>
  </ul>

  <h3>About link-shortening services</h3>
  <p>We do not recommend using a third-party link-shortening service because:</p>
  <ul class="list list-bullet">
    <li>Your recipient cannot see where the link will take them, which could make them suspect the link is spam/scam.</li>
    <li>Your link might stop working if there’s a service outage.</li>
    <li>You can no longer control where the redirect goes.</li>
  </ul>

  {# Personalize content #}
  <h2 class="padding-top-1" id="personalize-content">Personalize your content</h2>
  <p>Personalizing your content can increase response rates and help the recipient know the text is legitimate.</p>
  <ul class="list list-bullet">
    <li>Including a person’s first name increases response rates.</li>
    <li>Specific details such as time and location of an appointment or where suspected fraud use occurred encourages action.</li>
  </ul>

  <h3>To personalize your content</h3>
  <ol class="list">
    <li>Add a placeholder to your content by placing two brackets around the personalized elements.</li>
    <li>You can manually enter the personalized content or you can upload a spreadsheet with the details and let Notify do the
    work for you. See <a href="#prepare-data">data preparation</a>.</li>
  </ol>

  <h4>Example</h4>
  <p>To personalize with the recipient's first name and include a reference number:</p>
  <p class="padding-2 bg-base-lightest">State WIC: Hello ((first name)), your reference is ((ref number)). Please provide this number when you call 123-123-1234 to make an appointment.</p>

  {# Add conditional content #}
  <h2 class="padding-top-1" id="conditional-content">Add conditional content</h2>
  <p>Conditional (or optional) content appears only when a recipient meets certain criteria. This feature allows you to make
  all or part of the message contingent upon specific criteria associated with the recipient.</p>

  <h3>To add conditional content</h3>
  <ol class="list">
    <li>Use two brackets and ?? to define the conditional content.</li>
    <li>You can manually enter the conditional content or you can upload a spreadsheet with the personal details and let Notify
    do the work for you. See <a href="#prepare-data">data preparation</a>.</li>
  </ol>

  <h4>Examples</h4>
  <ol class="list">
    <li>If you only want to show something to people who are under 18:
      </br>
      <p class="padding-2 bg-base-lightest">State SNAP: Renewal applications are due by March 15. ((under18??Please get your application signed by a parent or
      guardian.))</p>
    </li>
    <li>
      If you want to make people who are homebound aware of the option of virtual visits (but not other message recipients):
      </br>
      <p class="padding-2 bg-base-lightest">State Medicaid: Please call 123-123-1234 to schedule an appointment. ((homebound??Virtual visits are available.))</p>
    </li>
    <li>
      If you want to send a messages in different languages to different recipients:
      </br>
      <p class="padding-2 bg-base-lightest">((English??We’ve identified unauthorized use on your EBT account. Call the phone number on the back of your card to
      cancel or go to your local CSO for immediate replacement.))((Spanish??Hemos identificado un uso no autorizado en su
      cuenta EBT. Llame al número de teléfono que aparece en el reverso de su tarjeta para cancelarla o diríjase a su CSO
      local para que se la sustituyan inmediatamente.))</p>
    </li>
  </ol>


  {# Identify your program #}
  <h2 class="padding-top-1" id="indentify-program">Identify your program</h2>
  <p>You can help your recipients identify your texts as legitimate by customizing your messages to clearly state who they
  are from. Consider using the program or benefit name that is most familiar to your recipients.</p>

  <h3>To customize your program name</h3>
  <p>To change the text message sender from the default service name:</p>
  <ol class="list">
    <li>Go to the <a href="{{ url_for('main.service_settings', service_id=current_service.id) }}">Settings page</a></li>
    <li>Select “Start text messages with service name.”</li>
    <li>Change the service name to a familiar program or benefit.</li>
  </ol>

  {# Prepare your data #}
  <h2 class="padding-top-1" id="prepare-data">Prepare your data</h2>
  <p>The easiest and most efficient way to personalize your content is by uploading a spreadsheet. Notify can accommodate
  many file formats and structures.</p>

  <h3>File format</h3>
  <p>Notify can accept files in the following formats: CSV, TSV, ODS, and Microsoft Excel.</p>

  <h3>File structure</h3>
  <ul class="list">
    <li>The phone number must be in the first column (Column A) and must be labeled <strong>Phone number</strong>.</li>
    <li>Each column must have a unique name.</li>
    <li>If you are using Excel, you must either disable the”auto-date/time format” for time and date columns or convert the file
    to a CSV prior to loading. (If you do not, Excel will display date/time data in a confusing format.)</li>
  </ul>

  <h3>Formatting personalized content</h3>
  <p>If you are sending a message with personalized content, such as the first name of the recipient or the appointment time
  and location, the names of the column headings have to match the indicator included in the message template.</p>
  <p>For example, if the personalized content is the first name of the recipient, and we are using the spreadsheet below, the
  indicator in the message needs to be ((First name)), not ((firstname)) or ((name)).</p>

  <h3>Formatting conditional content</h3>
  <p>If you are sending messages with conditional content, such as content based on the recipient’s preferred language or
  location, the flag to receive the content needs to be captured in its own column with a Yes or No (Y/N) flag.</p>

  <h3>Example</h3>
  <table class="usa-table">
    <caption class="usa-sr-only">
      Example
    </caption>
    <thead>
      <tr>
        <th scope="col">Phone number</th>
        <th scope="col">First name</th>
        <th scope="col">Last name</th>
        <th scope="col">Spanish</th>
        <th scope="col">English</th>
        <th scope="col">Date</th>
        <th scope="col">Time</th>
        <th scope="col">Location</th>
      </tr>
    </thead>
    <tbody>
      <tr>
        <td>123-456-7890</td>
        <td>Lulu</td>
        <td>Praether</td>
        <td>N</td>
        <td>Y</td>
        <td>November 2, 2023</td>
        <td>3:25</td>
        <td>123 Ford Rd.</td>
      </tr>
      <tr>
        <td>234-567-8901</td>
        <td>Sela</td>
        <td>Appel</td>
        <td>Y</td>
        <td>N</td>
        <td>November 2, 2023</td>
        <td>4:00</td>
        <td>123 Ford Rd.</td>
      </tr>
      <tr>
        <td>123-456-7890</td>
        <td>Dexter</td>
        <td>Moseley</td>
        <td>N</td>
        <td>Y</td>
        <td>November 2, 2023</td>
        <td>2:00</td>
        <td>123 Ford Rd.</td>
      </tr>
    </tbody>
  </table>

  {# Preventing fraud #}
  <h2 class="padding-top-1" id="prevent-fraud">Preventing fraud</h2>
  <p>Texting fraud is ever prevalent and while we can’t eliminate the risk, we can reduce the chances that recipients will
  fall victim to fraud.</p>
  <ol class="list">
    <li>Never send unnecessary or protected private information.</li>
    <li>Remind your recipients that text messaging is not a secure means of communication and they should not send you private
    information via text.</li>
    <li>Only include links to websites and online applications that are secure.</li>
    <li>Send an introductory text letting recipients know you will be texting them and to save the number in their phone.</li>
    <li>Include an auto-response with the name of your organization and a contact phone number.</li>
  </ol>

  <h3>Examples</h3>
  <ol class="list">
    <li>Introductory text:
      </br>
      <p class="padding-2 bg-base-lightest">State Transit Dept: We're piloting a new way to get important reminders to our staff. Save this number to your phone,
      you'll receive updates from us here.</p>
    </li>
    <li>Auto-response text:
      </br>
      <p class="padding-2 bg-base-lightest">State Agency: This number is unmonitored. To contact us, call us at 123-123-1234. We will never ask for personal details
      in a text. If you have questions about how to protect your privacy, see statename.gov/privacy.</p>
    </li>
  </ol>

{% endblock %}