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Beverly Nguyen
@@ -1,145 +0,0 @@
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{% extends "base.html" %}
|
||||
|
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{% set page_title = "Measuring performance with benchmarking" %}
|
||||
|
||||
{% block per_page_title %}
|
||||
{{page_title}}
|
||||
{% endblock %}
|
||||
|
||||
{% block content_column_content %}
|
||||
{% with title=page_title %}{% include "components/guidance/nav_breadcrumb.html" %}{% endwith %}
|
||||
<section class="usa-prose">
|
||||
<h1>{{page_title}}</h1>
|
||||
<p class="font-sans-lg text-base">Learn how effective your texting program can be.</p>
|
||||
|
||||
<p>
|
||||
Several factors determine a messaging campaign’s success, but the performance of previous projects can help set
|
||||
expectations. Get to know what other government texting initiatives have done as a way to benchmark your own
|
||||
performance.
|
||||
</p>
|
||||
<h2>What other texting studies have found</h2>
|
||||
<p>
|
||||
When the <a
|
||||
href="https://www.cbpp.org/research/food-assistance/targeted-text-message-outreach-can-increase-wic-enrollment-pilots-show"
|
||||
target="_blank">Center on Budget and Policy Priorities</a> studied WIC, they found key learnings about the
|
||||
quantity of messages delivered, how people engage with messages, and how they take action.
|
||||
</p>
|
||||
|
||||
<h3 class="padding-left-5">Message delivery</h3>
|
||||
<p class="font-body-lg text-light padding-left-5">Benchmark: <span class="text-bold">80%</span> of texts are
|
||||
successfully delivered
|
||||
</p>
|
||||
<div class="padding-left-2 measure-4">
|
||||
<ul>
|
||||
<li>
|
||||
<p>
|
||||
You may discover that some numbers are temporarily or permanently unavailable due to service being
|
||||
discontinued,
|
||||
numbers changing, or being a landline.
|
||||
</p>
|
||||
</li>
|
||||
</ul>
|
||||
</div>
|
||||
|
||||
|
||||
<h3 class="padding-left-5">Engagement</h3>
|
||||
<div class="measure-4 padding-left-5">
|
||||
<p class="font-body-lg text-light">Benchmark: Engagement rates with texts ranged from <span
|
||||
class="text-bold">17%</span>
|
||||
to <span class="text-bold">26%</span></p>
|
||||
</div>
|
||||
<div class="padding-left-2 measure-4">
|
||||
<ul>
|
||||
<li>
|
||||
<p>
|
||||
The highest rate of engagement with a text comes within hours of sending. Engagement rates include any kind
|
||||
of
|
||||
action taken due to a text, including replying “STOP” to prevent future texts.
|
||||
</p>
|
||||
</li>
|
||||
</ul>
|
||||
</div>
|
||||
|
||||
<h3 class="padding-left-5">Appointment requests</h3>
|
||||
<div class="measure-4 padding-left-5">
|
||||
<p class="font-body-lg text-light">Benchmark: Requesting appointments after receiving texts ranged
|
||||
from <span class="text-bold">4%</span> to <span class="text-bold">9%</span></p>
|
||||
</div>
|
||||
<div class="padding-left-2 measure-4">
|
||||
<ul>
|
||||
<li>
|
||||
<p>
|
||||
Requesting appointments is a specific type of engagement. Provide a phone number or link to an online
|
||||
appointment
|
||||
request form.
|
||||
</p>
|
||||
</li>
|
||||
</ul>
|
||||
</div>
|
||||
|
||||
<p>
|
||||
The <a href="https://codeforamerica.org/resources/texting-playbook/" target="_blank">Code for America’s Texting
|
||||
Playbook</a>
|
||||
reported specific learnings around appointment reminders, completing
|
||||
document submission, and maintenance reminders.
|
||||
</p>
|
||||
<h3 class="padding-left-5">Appointment reminders</h3>
|
||||
<div class="measure-4 padding-left-5">
|
||||
<p class="font-body-lg text-light">Benchmark: Clients were <span class="text-bold">79%</span> more
|
||||
likely
|
||||
to keep
|
||||
their appointment after receiving a text reminder.</p>
|
||||
</div>
|
||||
<div class="padding-left-2 measure-4">
|
||||
<ul>
|
||||
<li>
|
||||
<p>You will likely see more completed appointments.</p>
|
||||
</li>
|
||||
</ul>
|
||||
</div>
|
||||
|
||||
<div class="measure-4 padding-left-5">
|
||||
<p class="font-body-lg text-light">Benchmark: Clients were <span class="text-bold">55%</span> more
|
||||
likely
|
||||
to complete
|
||||
an interview after receiving an interview reminder</p>
|
||||
</div>
|
||||
<div class="padding-left-2 measure-4">
|
||||
<ul>
|
||||
<li>
|
||||
<p>You will likely see more completed interviews.</p>
|
||||
</li>
|
||||
</ul>
|
||||
</div>
|
||||
|
||||
<h3 class="padding-left-5">Document submission</h3>
|
||||
<div class="measure-4 padding-left-5">
|
||||
<p class="font-body-lg text-light">
|
||||
Benchmark: Clients were <span class="text-bold">6%</span> more likely to complete document submission after
|
||||
receiving a customized list of required documents via text
|
||||
</p>
|
||||
</div>
|
||||
<div class="padding-left-2 measure-4">
|
||||
<ul>
|
||||
<li>
|
||||
<p>To encourage response, provide a custom list of the needed documents and information about how to submit
|
||||
them.
|
||||
</p>
|
||||
</li>
|
||||
</ul>
|
||||
</div>
|
||||
|
||||
<h3 class="padding-left-5">Reminders</h3>
|
||||
<div class="measure-4 padding-left-5">
|
||||
<p class="font-body-lg text-light">Benchmark: Text reminders improved case maintenance rates by <span
|
||||
class="text-bold">21%</span></p>
|
||||
</div>
|
||||
<div class="padding-left-2 measure-4">
|
||||
<ul>
|
||||
<li>
|
||||
<p>You may see less turnover in your case rates.</p>
|
||||
</li>
|
||||
</ul>
|
||||
</div>
|
||||
</section>
|
||||
{% endblock %}
|
||||
@@ -1,200 +0,0 @@
|
||||
{% extends "base.html" %}
|
||||
|
||||
{% set page_title = "Establish clear goals" %}
|
||||
|
||||
{% block per_page_title %}
|
||||
{{page_title}}
|
||||
{% endblock %}
|
||||
|
||||
{% block content_column_content %}
|
||||
{% with title=page_title %}{% include "components/guidance/nav_breadcrumb.html" %}{% endwith %}
|
||||
<section class="usa-prose">
|
||||
<h1>{{page_title}}</h1>
|
||||
<p class="font-sans-lg text-base">Start with a singular purpose. Make explicit what you want to achieve.</p>
|
||||
<div class="grid-row grid-gap-3">
|
||||
<div class="tablet:grid-col">
|
||||
<p>Text messaging should be one part of how you communicate with the people you serve, and it is best used to
|
||||
provoke
|
||||
action or influence behavior. Therefore, when starting to plan your texting campaign, it’s important to start
|
||||
with
|
||||
the end in mind.
|
||||
</p>
|
||||
<div class="usa-summary-box maxw-tablet" role="region" aria-labelledby="summary-box-establish-clear-goals">
|
||||
<div class="usa-summary-box__body">
|
||||
<h4 class="usa-summary-box__heading" id="summary-box-establish-clear-goals">
|
||||
To establish clear goals, start by answering the following questions:
|
||||
</h4>
|
||||
<div class="usa-summary-box__text">
|
||||
<ul class="usa-list">
|
||||
<li><i>Who</i> do you want to text?</li>
|
||||
<li><i>At what moments</i> do you want to text them?</li>
|
||||
<li><i>Why</i> do you want to text them?</li>
|
||||
<li>What do you want them to <i>do</i>?</li>
|
||||
</ul>
|
||||
</div>
|
||||
</div>
|
||||
</div>
|
||||
</div>
|
||||
<div class="tablet:grid-col width-full padding-top-3">
|
||||
<div class="grid-container">
|
||||
<div class="usa-card__container border-0 width-full overflow-hidden maxh-mobile-lg">
|
||||
<img class="width-full" src="{{ asset_url('images/phone_grey.svg') }}" role="img" alt="Phone" />
|
||||
<div class="position-absolute flex text-center padding-5 padding-top-15">
|
||||
<p class="sms-message-wrapper text-left">Dept. of Human Services: We believe your EBT card may have been
|
||||
used by
|
||||
someone else. Please call the number on the back of your card (888-123-5555) to cancel and get a new
|
||||
one.
|
||||
If
|
||||
you
|
||||
need a new card immediately, please visit your local office.
|
||||
</p>
|
||||
</div>
|
||||
</div>
|
||||
</div>
|
||||
</div>
|
||||
</div>
|
||||
|
||||
<hr>
|
||||
<h2>When should you send a text?</h2>
|
||||
<div class="grid-row grid-gap-3">
|
||||
<div class="tablet:grid-col">
|
||||
<div class="do-dont">
|
||||
<div class="do-dont__do">
|
||||
<h3 class="do-dont__heading"><a id="what-to-do" class="usa-anchor"></a>
|
||||
<svg class="usa-icon" aria-hidden="true" focusable="false" role="img">
|
||||
<use xlink:href="{{ url_for('static', filename='img/sprite.svg') }}#check_circle"></use>
|
||||
</svg>
|
||||
What to do
|
||||
</h3>
|
||||
<div class="do-dont__content">
|
||||
<p><b>Use texting to</b> share timely
|
||||
information, provide critical status updates, or remind someone to do something.</p>
|
||||
<p class="margin-bottom-2">Examples:</p>
|
||||
|
||||
{% set list_item_dos = [
|
||||
{
|
||||
"list_content": "Your application is due on…",
|
||||
},
|
||||
{
|
||||
"list_content": "We need more information from you to process your application for…",
|
||||
},
|
||||
{
|
||||
"list_content": "We will be calling you about…at…",
|
||||
},
|
||||
{
|
||||
"list_content": "We will be calling you about…at…",
|
||||
},
|
||||
] %}
|
||||
<ul>
|
||||
{% for item in list_item_dos %}
|
||||
<li>
|
||||
{{item.list_content}}
|
||||
</li>
|
||||
{% endfor %}
|
||||
</ul>
|
||||
</div>
|
||||
</div>
|
||||
</div>
|
||||
</div>
|
||||
<div class="tablet:grid-col">
|
||||
<div class="do-dont">
|
||||
<div class="do-dont__dont">
|
||||
<h3 class="do-dont__heading"><a id="what-not-to-do" class="usa-anchor"></a>
|
||||
<svg class="usa-icon" aria-hidden="true" focusable="false" role="img">
|
||||
<use xlink:href="{{ url_for('static', filename='img/sprite.svg') }}#cancel"></use>
|
||||
</svg> What not to do
|
||||
</h3>
|
||||
<div class="do-dont__content">
|
||||
<p>Texting is <b>not great for</b> long,
|
||||
detailed instructions or frequent reminders that may be ignored.
|
||||
</p>
|
||||
<p class="margin-bottom-2">Examples:</p>
|
||||
{% set list_item_donts = [
|
||||
{
|
||||
"list_content": "Your rights and responsibilities",
|
||||
},
|
||||
{
|
||||
"list_content": "How to complete your application",
|
||||
},
|
||||
{
|
||||
"list_content": "Weekly reminder not to share your account information",
|
||||
},
|
||||
] %}
|
||||
<ul>
|
||||
{% for item in list_item_donts %}
|
||||
<li>
|
||||
{{item.list_content}}
|
||||
</li>
|
||||
{% endfor %}
|
||||
</ul>
|
||||
</div>
|
||||
</div>
|
||||
</div>
|
||||
</div>
|
||||
</div>
|
||||
|
||||
<p>Your program may already be communicating with your audience through methods like mailed notices and phone calls.
|
||||
Think of text messages as complementary to your existing communications. Review how well you are currently reaching
|
||||
your audience. Are there methods or gaps that could be supplemented with a text message?
|
||||
</p>
|
||||
<p>
|
||||
The Department of Veterans Affairs provides a <a class="use-link usa-link--external"
|
||||
href="https://github.com/department-of-veterans-affairs/va.gov-team/blob/master/products/va-notify/notification-guide.md#vanotify-notification-guide"
|
||||
target="_blank">helpful flow-chart</a> that can help you decide if a text message is needed
|
||||
for the communication problem you are trying to solve.
|
||||
</p>
|
||||
<h2>Use a hypothesis framework to plan your campaign</h2>
|
||||
<p>
|
||||
Think of your texting campaign as a scientific experiment, and try to articulate what you hope to improve as a
|
||||
result of implementing text messaging at your agency. For example:
|
||||
</p>
|
||||
<div class="usa-summary-box maxw-tablet" role="region" aria-labelledby="summary-box-establish-clear-goals">
|
||||
<div class="usa-summary-box__body">
|
||||
<div class="usa-summary-box__text">
|
||||
<p class="margin-top-0 font-body-lg">
|
||||
We believe that texting <i>[specific group of people]</i> when <i>[this happens or on this
|
||||
cadence]</i> to inform/alert them about <i>[subject]</i> will result in <i>[desired action]</i>.
|
||||
</p>
|
||||
</div>
|
||||
</div>
|
||||
</div>
|
||||
<p>
|
||||
Review your drafted hypothesis with your team to make sure everyone is aligned on your desired goals. A clear and
|
||||
concise hypothesis can help you decide how to <a href="../guidance/write-for-action">write text message content
|
||||
that provokes action</a>.
|
||||
</p>
|
||||
<h2>Begin with a small test</h2>
|
||||
<p>
|
||||
To help you decide how much to invest in text messaging over time, we highly recommend starting small and testing
|
||||
your message campaigns to refine based on feedback and evidence.
|
||||
</p>
|
||||
<p>
|
||||
Starting small has less risk and more flexibility. It can help you gather data and decide <i>if and how</i> to send
|
||||
more text messages. For example, start by sending one message to a smaller sample of your audience and track their
|
||||
resulting behavior.
|
||||
</p>
|
||||
<p>
|
||||
At a minimum, make sure to get feedback on your message content from staff, community-based organizations, and,
|
||||
ideally, from people who receive the texts themselves to ensure your messages are clear and actionable.
|
||||
</p>
|
||||
<h2>Measure performance</h2>
|
||||
<p>Building and operationalizing a texting initiative requires time and effort, and you want to be able to demonstrate
|
||||
the results of that effort.</p>
|
||||
<div class="usa-summary-box maxw-tablet" role="region" aria-labelledby="summary-box-establish-clear-goals">
|
||||
<div class="usa-summary-box__body">
|
||||
<div class="usa-summary-box__text">
|
||||
<p class="margin-top-0">
|
||||
To understand if your texting program is successful, ask:
|
||||
</p>
|
||||
<ul class="usa-list">
|
||||
<li>What do you want to be different for your program or your desired audience after a text message is sent,
|
||||
as compared to your current state?</li>
|
||||
<li>How will you know if text recipients take the desired action?</li>
|
||||
<li>Do you have access to existing data in your system that you could use to determine whether texting is
|
||||
giving you the results you want?</li>
|
||||
</ul>
|
||||
</div>
|
||||
</div>
|
||||
</div>
|
||||
</section>
|
||||
{% endblock %}
|
||||
@@ -1,190 +0,0 @@
|
||||
{% extends "base.html" %}
|
||||
{% from "components/guidance/circle_number.html" import circle_number %}
|
||||
|
||||
{% set page_title = "Establish trust" %}
|
||||
|
||||
{% block per_page_title %}
|
||||
{{page_title}}
|
||||
{% endblock %}
|
||||
|
||||
{% block content_column_content %}
|
||||
{% with title=page_title %}{% include "components/guidance/nav_breadcrumb.html" %}{% endwith %}
|
||||
<section class="usa-prose">
|
||||
<h1>{{page_title}}</h1>
|
||||
<p class="font-sans-lg text-base">Help your audience anticipate and welcome your texts.</p>
|
||||
<p>
|
||||
People are wary of texts they’re not expecting to receive. Before you send your first text, consider how you will
|
||||
gain trust with your audience and address any concerns of spam. Seize specific moments to reinforce what your
|
||||
audience should expect from your messages.
|
||||
</p>
|
||||
<h2 id="get-the-word-out">Get the word out</h2>
|
||||
<p>Before you launch, let your audience know you are adding texting as a communication method. People are more likely
|
||||
to trust your text once they get it if they know that your program is sending texts.</p>
|
||||
|
||||
<p>How you currently communicate with your audience will determine the best approaches to announce your new
|
||||
initiative. Harness channels you’re already using like social media, public websites, mailing inserts, or fliers at
|
||||
key service locations as well as partnering with community organizations to get the word out about your new texting
|
||||
program.</p>
|
||||
<h3>An example of key messages in direct mail</h3>
|
||||
<figure>
|
||||
<img src="{{asset_url('images/snap-renewal.jpg')}}" alt="snap-renewal" width="100%">
|
||||
<figcaption>A paper mailer sent out by the State of Connecticut, in partnership with Code for America, to get the
|
||||
word out about their new SNAP texting initiative. Flier displays an image of an introduction text and includes key
|
||||
messages to reinforce legitimacy.</figcaption>
|
||||
</figure>
|
||||
|
||||
<h3>Prime your audiences to trust you</h3>
|
||||
<ul class="usa-card-group flex-1 flex-wrap padding-top-2">
|
||||
<li class="flex-1 width-full height-full padding-bottom-2">
|
||||
<div class="usa-card__container border-0">
|
||||
<p>To reinforce legitimacy, include these key messages in your outreach:</p>
|
||||
<ol class="guidance-list">
|
||||
<li><b>Introduce yourself</b> – Give people time to get to know your texting communications before you need
|
||||
direct action from them</li>
|
||||
<li><b>Phone number</b> – Note the sending phone number your texts will come from</li>
|
||||
<li><b>Text types</b> – Be clear on the types of texts you intend to send, how often, and why they matter</li>
|
||||
<li><b>Privacy policy</b>– For example, state that you will not collect personal information, including the
|
||||
types of information you will never ask for</li>
|
||||
<li><b>Places to verify</b> – Include a phone number, website, or human where people can verify that the texts
|
||||
are coming from you</li>
|
||||
<li><b>Opt out</b> – Provide opt-out instructions and a disclaimer for the potential cost of receiving the
|
||||
text
|
||||
</li>
|
||||
</ol>
|
||||
</div>
|
||||
</li>
|
||||
<li class="usa-card flex-1 usa-card--media-right width-full padding-top-3">
|
||||
<div class="usa-card__container border-0 width-full overflow-hidden height-phone-lg">
|
||||
<img class="width-full" src="{{ asset_url('images/phone_grey.svg') }}" role="img" alt="Phone" />
|
||||
<div class="position-absolute flex text-center padding-5 padding-top-15">
|
||||
<p class="sms-message-wrapper text-left">Dept. of Social Services: Welcome to text updates from the
|
||||
{{circle_number(1)}}<b>Department of Social Services.</b> {{ circle_number(2) }}<b>We’ll always text
|
||||
you from
|
||||
this number,</b> save us to your contact list. Our goal is to {{ circle_number(3) }} <b>keep you up to
|
||||
date on
|
||||
your account status.</b> {{ circle_number(4) }} <b>We will never ask for personal details in a text.</b>
|
||||
{{ circle_number(5) }} If you have questions about how we protect your privacy, see
|
||||
state.gov/privacy.{{circle_number(6) }}<b>Reply STOP to stop.</b>
|
||||
</p>
|
||||
</div>
|
||||
</div>
|
||||
</li>
|
||||
</ul>
|
||||
<hr>
|
||||
<h2 id="as-people-receive-texts">As people receive texts</h2>
|
||||
<p>When a person has questions or needs assistance, reaching out for support may be natural for them. Give direction
|
||||
in your texts so your audience understands what to do with the information you provide. Remember, it’s important to
|
||||
repeat consistent and standardized language across texts and programs.</p>
|
||||
<h3>Be trustworthy</h3>
|
||||
<ul class="usa-card-group flex-1 flex-wrap padding-top-2">
|
||||
<li class="flex-1 width-full height-full padding-bottom-2">
|
||||
<div class="usa-card__container border-0">
|
||||
<ol start="7" class="guidance-list set-two">
|
||||
<li>Identify yourself in the text message. Use a consistent and familiar <b>program name</b> to precede each
|
||||
text you send.</li>
|
||||
<li>Personalize with <b>first name</b>. Through A/B testing, Code for America saw an increase in
|
||||
follow-through by 25% if someone’s first name was included.</li>
|
||||
<li>Use <b>full and direct .gov website URLs</b>. Avoid link shorteners, as they obscure your links and
|
||||
potentially make it easier for a malicious actor to spoof your text.</li>
|
||||
<li>If providing a phone number, use a familiar phone number and <b>provide information on how to verify</b>
|
||||
its legitimacy.</li>
|
||||
</ol>
|
||||
</div>
|
||||
</li>
|
||||
<li class="usa-card flex-1 usa-card--media-right width-full padding-top-1">
|
||||
<div class="usa-card__container border-0 width-full height-mobile overflow-hidden">
|
||||
<img class="width-full" src="{{ asset_url('images/phone_grey.svg') }}" role="img" alt="Phone" />
|
||||
<div class="position-absolute flex text-center padding-5 padding-top-10">
|
||||
<p class="sms-message-wrapper text-left">
|
||||
{{circle_number(7) }}<b>Dept. of Social Services:</b> Hi {{circle_number(8) }}<b>Julie,</b> Your Medicaid
|
||||
renewal is closing December 31, 2023. You can renew online at {{circle_number(9) }}<a
|
||||
href="https://www.application.yourstate.gov" target="_blank"
|
||||
rel="application.yourstate.gov">https://www.application.yourstate.gov</a> or {{circle_number(10) }}
|
||||
<b>call the number on the back</b> of your Medicaid card.
|
||||
</p>
|
||||
</div>
|
||||
</div>
|
||||
</li>
|
||||
</ul>
|
||||
|
||||
<h3>Provide helpful auto-responses</h3>
|
||||
<ul class="usa-card-group flex-1 flex-wrap padding-top-2">
|
||||
<li class="flex-1 width-full height-full padding-bottom-2">
|
||||
<div class="usa-card__container border-0">
|
||||
<p>If you're sending one-way notifications, phone carriers allow a single auto-response message that will be
|
||||
generated if a recipient tries to text a response to your message. Use the auto-response to reaffirm your key
|
||||
messages around legitimacy and communicate to recipients that texts are coming from an automated system.</p>
|
||||
<ol class="guidance-list set-three">
|
||||
<li>Provide <b>a way to contact a human</b> in any auto-response text</li>
|
||||
<li>Provide <b>information on how to opt out</b> and opt back in</li>
|
||||
</ol>
|
||||
</div>
|
||||
</li>
|
||||
<li class="usa-card flex-1 usa-card--media-right width-full padding-top-3">
|
||||
<div class="usa-card__container border-0 width-full overflow-hidden guidance">
|
||||
<img class="width-full" src="{{ asset_url('images/phone_grey.svg') }}" role="img" alt="Phone" />
|
||||
<div class="position-absolute flex text-center padding-5 padding-top-15">
|
||||
<p class="sms-message-wrapper text-left">
|
||||
Dept. of Social Services: This number is unmonitored. To {{circle_number(11) }} <b>contact us, call
|
||||
888-123-4567</b>. We will never ask for personal details in a text. If you have questions about how to
|
||||
protect your privacy, see state.gov/privacy {{circle_number(12) }} <b>Reply “STOP”</b> to this phone number
|
||||
to opt out of receiving texts, and “START” to opt back in.
|
||||
</p>
|
||||
</div>
|
||||
</div>
|
||||
</li>
|
||||
</ul>
|
||||
|
||||
<h2>Be prepared for questions</h2>
|
||||
<p>
|
||||
Your texting program will only be perceived as legitimate if you get the word out in many different ways. It's also
|
||||
important that agency employees who support text recipients (for example, the call center) are familiar with the
|
||||
texting program. They can accurately respond to recipient questions about them, so make sure you’re priming your
|
||||
delivery staff, especially those who interact directly with your intended audience.
|
||||
</p>
|
||||
|
||||
{% set card_header = "Harness trusted communication channels" %}
|
||||
{% set card_contents = [
|
||||
{
|
||||
"image_src": asset_url('images/website.svg'),
|
||||
"card_heading": "Websites",
|
||||
"p_text": "Post banner alerts about texting on your agency website and link to a press release for more information.
|
||||
Publish a public texting privacy policy.",
|
||||
},
|
||||
{
|
||||
"image_src": asset_url('images/community-org.svg'),
|
||||
"card_heading": "Community organizations",
|
||||
"p_text": "Alert trusted community-based organizations that texts are coming and what they look like. Equip them with
|
||||
fliers, posters, and talking points to spread the word.",
|
||||
},
|
||||
{
|
||||
"image_src": asset_url('images/call-center.svg'),
|
||||
"card_heading": "IVR / Call Centers",
|
||||
"p_text": "Consider adding hold message announcements about your texting initiative to further get the word out.",
|
||||
},
|
||||
] %}
|
||||
|
||||
{% with card_header=card_header, card_contents=card_contents %}{% include "components/guidance/cards.html" %}{%
|
||||
endwith %}
|
||||
|
||||
{% set card_header = "Prepare your team" %}
|
||||
{% set card_contents = [
|
||||
{
|
||||
"image_src": asset_url('images/grouping.svg'),
|
||||
"card_heading": "Staff",
|
||||
"p_text": "Give all staff a heads-up about texts before and when they are sent.
|
||||
Share talking points on what texts you’re sending, when you’ll start to send them, the phone number they are coming
|
||||
from, and where staff can escalate any issues.",
|
||||
},
|
||||
{
|
||||
"image_src": asset_url('images/project-management.svg'),
|
||||
"card_heading": "Case management systems",
|
||||
"p_text": "When it makes sense, include information about texts being sent to specific clients on individual splash
|
||||
pages or
|
||||
within case management notes.",
|
||||
},
|
||||
] %}
|
||||
{% with card_header=card_header, card_contents=card_contents %}{% include "components/guidance/cards.html" %}{%
|
||||
endwith %}
|
||||
</section>
|
||||
{% endblock %}
|
||||
@@ -1,62 +0,0 @@
|
||||
{% extends "base.html" %}
|
||||
|
||||
{% block per_page_title %}
|
||||
Guidance
|
||||
{% endblock %}
|
||||
|
||||
{% block content_column_content %}
|
||||
|
||||
<section class="usa-prose">
|
||||
<h1>Guidance</h1>
|
||||
<p class="font-sans-lg text-base">For texting the public</p>
|
||||
<p>Effectively reaching your audience and supporting your program’s goals starts with strategically planning out what
|
||||
text messages can help you achieve and how to approach a thoughtful rollout.
|
||||
</p>
|
||||
|
||||
<p>This set of best practices will help you get an effective texting initiative up and running.</p>
|
||||
|
||||
{% set card_header = "Key elements of a texting campaign" %}
|
||||
{% set card_contents = [
|
||||
{
|
||||
"svg_src": "goal",
|
||||
"card_heading": "Establish clear goals",
|
||||
"p_text": "Start with a singular purpose. Make explicit what you want to achieve.",
|
||||
"link": "/guidance/clear-goals"
|
||||
},
|
||||
{
|
||||
"svg_src": "compliant",
|
||||
"card_heading": "Follow rules & regulations",
|
||||
"p_text": "Understand what is required when texting the public.",
|
||||
"link": "/guidance/rules-and-regulations"
|
||||
},
|
||||
{
|
||||
"svg_src": "trust",
|
||||
"card_heading": "Establish trust",
|
||||
"p_text": "Help your audience anticipate and welcome your texts.",
|
||||
"link": "/guidance/establish-trust"
|
||||
},
|
||||
{
|
||||
"svg_src": "runner",
|
||||
"card_heading": "Write texts that provoke action",
|
||||
"p_text": "Help your audience know what to do with the information you send.",
|
||||
"link": "/guidance/write-for-action"
|
||||
},
|
||||
{
|
||||
"svg_src": "language",
|
||||
"card_heading": "Send texts in multiple languages",
|
||||
"p_text": "What to know as you plan translated texts.",
|
||||
"link": "/guidance/multiple-languages"
|
||||
},
|
||||
{
|
||||
"svg_src": "chart",
|
||||
"card_heading": "Measure performance with benchmarking",
|
||||
"p_text": "Learn how effective your texting program can be.",
|
||||
"link": "/guidance/benchmark-performance"
|
||||
}
|
||||
] %}
|
||||
|
||||
{% with card_header=card_header, card_contents=card_contents %}{% include "components/guidance/cards.html" %}{%
|
||||
endwith %}
|
||||
|
||||
</section>
|
||||
{% endblock %}
|
||||
@@ -1,32 +0,0 @@
|
||||
{% extends "base.html" %}
|
||||
|
||||
{% set page_title = "Text in multiple languages" %}
|
||||
|
||||
{% block per_page_title %}
|
||||
{{page_title}}
|
||||
{% endblock %}
|
||||
|
||||
{% block content_column_content %}
|
||||
{% with title=page_title %}{% include "components/guidance/nav_breadcrumb.html" %}{% endwith %}
|
||||
<section class="usa-prose">
|
||||
<h1>{{page_title}}</h1>
|
||||
<p class="font-sans-lg text-base"> What to know as you plan translated texts.</p>
|
||||
|
||||
<p>
|
||||
Sending messages in recipients’ preferred language demonstrates respect, makes it more likely that recipients will
|
||||
understand and take action on the message, and may be required by your agency or program.
|
||||
</p>
|
||||
|
||||
<p>
|
||||
To send translated messages using Notify.gov you will need two things: a record of your recipients’ preferred
|
||||
language
|
||||
and translation/s of the message template. Notify.gov does not provide translation services.
|
||||
</p>
|
||||
|
||||
<p>
|
||||
As with messages in English, we strongly recommend user testing the translations with people who speak the language
|
||||
to
|
||||
ensure the messages are understandable.
|
||||
</p>
|
||||
</section>
|
||||
{% endblock %}
|
||||
@@ -1,126 +0,0 @@
|
||||
{% extends "base.html" %}
|
||||
|
||||
{% set page_title = "Rules and regulations" %}
|
||||
|
||||
{% block per_page_title %}
|
||||
{{page_title}}
|
||||
{% endblock %}
|
||||
|
||||
{% block content_column_content %}
|
||||
{% with title=page_title %}{% include "components/guidance/nav_breadcrumb.html" %}{% endwith %}
|
||||
<section class="usa-prose">
|
||||
<h1>{{page_title}}</h1>
|
||||
<p class="font-sans-lg text-base">Understand what is required when texting the public.</p>
|
||||
<h2>What to know about consent and opting out</h2>
|
||||
<p>
|
||||
Providing consent and opting out are key ways for text recipients to express their text communication preferences.
|
||||
Discuss your obligation to obtain consent with your legal counsel.
|
||||
</p>
|
||||
<p>
|
||||
If you do need expressed consent, consider including a pre-checked plain language opt-in (i.e. “It’s OK to text
|
||||
me.”) on
|
||||
digital forms. Be sure to ask for an up-to-date phone number and include a question about the recipient’s preferred
|
||||
language for text messages if you expect to <a href="../guidance/multiple-languages">translate your text
|
||||
messages</a> in
|
||||
languages other than English.
|
||||
</p>
|
||||
{% set links = [
|
||||
{
|
||||
"p_text": 'The <a class="use-link usa-link--external" href="https://www.fcc.gov/sites/default/files/tcpa-rules.pdf"
|
||||
target="_blank">Telephone Consumer
|
||||
Protection Act (TCPA)</a> (47 USC § 227) is the federal law that impacts how organizations are allowed to
|
||||
communicate
|
||||
in bulk with the public via telephone (including text message or SMS).'
|
||||
},
|
||||
{
|
||||
"p_text": 'The <a class="use-link usa-link--external"
|
||||
href="https://www.fcc.gov/document/fcc-provides-guidance-enable-critical-health-care-coverage-calls"
|
||||
target="_blank">FCC has ruled</a> that <b>Federal</b> and <b>State</b> programs are exempt from the TCPA and can
|
||||
send
|
||||
text messages to the public without consent if conducting official business. Without explicit mention in the ruling,
|
||||
local governments, phone carriers, or any texting intermediaries might require it.'
|
||||
},
|
||||
{
|
||||
"url_link":
|
||||
"images/TCPA_Overview.pdf",
|
||||
"url_text":"Download and share our overview of the TCPA with your legal counsel",
|
||||
"is_downloadable": true,
|
||||
"p_text": 'It provides a baseline
|
||||
interpretation to aid your legal counsel in getting up to speed with what might be needed for your program or use
|
||||
case.
|
||||
For additional questions about the enforcement of the TCPA, you can watch <a class="use-link usa-link--external"
|
||||
href="https://www.performance.gov/cx/life-experiences/facing-a-financial-shock/outputs/fcc-training/"
|
||||
target="_blank">a recorded training on public
|
||||
benefits texting</a> provided by the FCC.'
|
||||
},
|
||||
] %}
|
||||
<h3>Complying with the Telephone Consumer Protection Act (TCPA)</h3>
|
||||
<ul class="usa-collection">
|
||||
{% for item in links %}
|
||||
<li class="usa-collection__item">
|
||||
<div class="usa-collection__body">
|
||||
{% if item.url_text %}
|
||||
<h4 class="usa-collection__heading">
|
||||
<a class="usa-link {% if item.is_downloadable %}usa-link--downloadable{% else %}usa-link--external{% endif %}"
|
||||
href="{% if item.is_downloadable %}{{ asset_url(item.url_link) }}{% else %}{{ item.url_link }}{% endif %}"
|
||||
target="_blank">
|
||||
{{ item.url_text }}
|
||||
</a>
|
||||
</h4>
|
||||
{% endif %}
|
||||
<p class="usa-collection__description">
|
||||
{{item.p_text |safe}}
|
||||
</p>
|
||||
</div>
|
||||
</li>
|
||||
{% endfor %}
|
||||
|
||||
</ul>
|
||||
<h3>Opting out</h3>
|
||||
<p>
|
||||
There is no policy requirement for senders to communicate opt-out options, but <a
|
||||
href="../guidance/establish-trust#as-people-receive-texts"> including instructions in introductory and/or
|
||||
auto-response texts </a> on how to opt out and opt back in are effective ways to establish trust with your
|
||||
audience.
|
||||
</p>
|
||||
|
||||
<p>
|
||||
In the US, no matter where texts are coming from, a recipient has the right to revoke consent at any time through
|
||||
any
|
||||
reasonable means. For example, a text recipient can always opt out of receiving text messages from a phone number by
|
||||
responding “STOP”, “QUIT”, or <a class="usa-link usa-link--external"
|
||||
href="https://docs.aws.amazon.com/pinpoint/latest/userguide/channels-sms-limitations-opt-out.html#settings-sms-self-opt-out-terms"
|
||||
target="_blank">one of several other keywords</a>.
|
||||
</p>
|
||||
|
||||
<p>
|
||||
Any subsequent messages sent to that number will be blocked by the phone carrier and not delivered. We recommend
|
||||
establishing an internal process to obtain and remove numbers that fail multiple times to avoid continuing to send
|
||||
messages to them.
|
||||
</p>
|
||||
<h2>Honoring privacy</h2>
|
||||
<h3>Phone numbers are personally identifiable information (PII)</h3>
|
||||
<p>
|
||||
When putting together the data spreadsheet (or CSV) file containing text message data, follow relevant security
|
||||
processes for storing and transmitting the file that contains PII.
|
||||
</p>
|
||||
<h3>Don’t text sensitive information</h3>
|
||||
<p>
|
||||
Sensitive information should be protected and secure. Social Security Numbers, driver’s license numbers, personal
|
||||
health information, and passwords are all sensitive PII that should not be shared via text message. Consult with
|
||||
your privacy office to understand what information you can and cannot include in a text message. Different programs
|
||||
and jurisdictions may have different rules and interpretations.
|
||||
</p>
|
||||
<h3>Assess risk</h3>
|
||||
<p>
|
||||
Consider the risks if someone who is not the intended recipient receives the text message. Establish an internal
|
||||
process
|
||||
to keep your phone number list up-to-date. The FCC offers a <a class="use-link usa-link--external"
|
||||
href="https://www.fcc.gov/reassigned-numbers-database" target="_blank"
|
||||
rel="Reassigned Numbers Database">Reassigned
|
||||
Numbers Database</a> to identify phone numbers that may have been reassigned since your agency obtained them.
|
||||
</p>
|
||||
</section>
|
||||
|
||||
|
||||
{% endblock %}
|
||||
@@ -1,106 +0,0 @@
|
||||
{% extends "base.html" %}
|
||||
{% from "components/guidance/circle_number.html" import circle_number %}
|
||||
|
||||
{% set page_title = "Write texts that provoke action" %}
|
||||
|
||||
{% block per_page_title %}
|
||||
{{page_title}}
|
||||
{% endblock %}
|
||||
|
||||
{% block content_column_content %}
|
||||
{% with title=page_title %}{% include "components/guidance/nav_breadcrumb.html" %}{% endwith %}
|
||||
<section class="usa-prose">
|
||||
<h1>{{page_title}}</h1>
|
||||
<p class="font-sans-lg text-base"> Help your audience know what to do with the information you send.</p>
|
||||
|
||||
<p>
|
||||
When writing a text, focus on the person who is going to receive the message and write it for them. Use plain
|
||||
language and provide easy to understand next steps.
|
||||
</p>
|
||||
<div class="usa-summary-box maxw-tablet" role="region" aria-labelledby="summary-box-establish-clear-goals">
|
||||
<div class="usa-summary-box__body">
|
||||
<h4 class="usa-summary-box__heading" id="summary-box-establish-clear-goals">
|
||||
When deciding what types of messages to draft for your campaign, think through the following questions:
|
||||
</h4>
|
||||
<div class="usa-summary-box__text">
|
||||
<ul class="usa-list">
|
||||
<li>What do you want recipients to do when they receive the text?</li>
|
||||
<li>What will happen if a recipient doesn't take the action you want them to take?</li>
|
||||
<li>Will you send any follow-up texts depending on if the action was taken or not?</li>
|
||||
</ul>
|
||||
</div>
|
||||
</div>
|
||||
</div>
|
||||
<h2>Be clear and concise</h2>
|
||||
<ul>
|
||||
<li>Use simple, everyday language. Keep the text short and clear. Stay under 300 characters.</li>
|
||||
<li>
|
||||
Say only one important thing per message. Focus on the most essential instructions and information. If there are
|
||||
multiple actions you want someone to take, consider sending a series of well-timed messages.
|
||||
</li>
|
||||
<li>Use a neutral, direct, and professional tone. This works better than a friendly or overly casual tone.</li>
|
||||
</ul>
|
||||
<h2>Build conditions for action</h2>
|
||||
<ul class="usa-card-group flex-1 flex-wrap padding-top-2 guidance-flex-container">
|
||||
<li class="flex-1 width-full height-full padding-bottom-2">
|
||||
<div class="usa-card__container border-0">
|
||||
<p>For example, getting a person to update their mailing address:</p>
|
||||
<ol class="guidance-list">
|
||||
<li>Clearly state the information and the response you want the recipient to take.</li>
|
||||
<li>Point directly to where the action can be completed, not to more information.</li>
|
||||
<li>Make sure the action can be completed via mobile phone, like calling a person or going to a
|
||||
mobile-friendly URL.
|
||||
</li>
|
||||
<li>
|
||||
Include at least two options for a recipient to take action. Some recipients may be more comfortable talking
|
||||
directly
|
||||
to a person, while others may prefer a web-based experience.
|
||||
</li>
|
||||
<li>Consider clearly explaining any consequences if the desired action is not completed.</li>
|
||||
</ol>
|
||||
</div>
|
||||
</li>
|
||||
<li class="flex-1 usa-card--media-right width-full padding-top-3">
|
||||
<div class="usa-card__container border-0 width-full">
|
||||
<img class="width-full" src="{{ asset_url('images/phone_grey.svg') }}" role="img" alt="Phone" />
|
||||
<div class="position-absolute flex text-center padding-5 padding-top-15">
|
||||
<p class="sms-message-wrapper text-left">{{circle_number(1) }}State Medicare Agency: Hello, MEDICARE has
|
||||
attempted to
|
||||
send you an update about your claim, but the mail was returned. <br>{{circle_number(2) }}Please go to
|
||||
https://www.medicare.gov/account/login?utm_source=TEXT, {{circle_number(3) }}log in to your account, and
|
||||
click “My
|
||||
Account Information” to verify that your address is correct. If you are having difficulty logging in,
|
||||
{{circle_number(4) }}call 1-800-MEDICARE for assistance. {{circle_number(5) }}We will attempt to send the
|
||||
mail again
|
||||
in 14 days.
|
||||
</p>
|
||||
</div>
|
||||
</div>
|
||||
</li>
|
||||
</ul>
|
||||
<h2>What provoking action looks like</h2>
|
||||
<p><a href="https://www.ncbi.nlm.nih.gov/pmc/articles/PMC10002044/" target="_blank">Evidence shows</a> that employing
|
||||
behavioral science is an effective way to increase the
|
||||
likelihood of a recipient
|
||||
taking action upon receiving your text. Keep in mind these three foundational principles while drafting your text
|
||||
message:</p>
|
||||
{% set card_contents = [
|
||||
{
|
||||
"card_heading": "Feeling a sense of ownership can influence behavior.",
|
||||
"p_text": "Example – <b>Don't miss this chance to get free internet</b> or $30 per month off your internet bill.",
|
||||
},
|
||||
{
|
||||
"card_heading": "Individuals are strongly influenced by others’ behaviors.",
|
||||
"p_text": "Example – <b>Thousands of residents</b> already get an
|
||||
average of $113/month in money for food.",
|
||||
},
|
||||
{
|
||||
"card_heading": "Individuals perceive losses more powerfully than gains.",
|
||||
"p_text": "Example – Contact us for potentially unclaimed free
|
||||
internet services <b>that belong to you</b>.",
|
||||
},
|
||||
] %}
|
||||
{% with card_contents=card_contents, text_align='left' %}{% include "components/guidance/cards.html" %}{%
|
||||
endwith %}
|
||||
</section>
|
||||
{% endblock %}
|
||||
Reference in New Issue
Block a user