From 4b85ae6493ab33c5586c0f32016a37f2f9bdad2d Mon Sep 17 00:00:00 2001 From: Beverly Nguyen Date: Thu, 24 Oct 2024 16:39:48 -0700 Subject: [PATCH] remove files not needed --- .../views/guidance/benchmark-performance.html | 145 ------------- app/templates/views/guidance/clear-goals.html | 200 ------------------ .../views/guidance/establish-trust.html | 190 ----------------- app/templates/views/guidance/guidance.html | 62 ------ .../views/guidance/multiple-languages.html | 32 --- .../views/guidance/rules-and-regulations.html | 126 ----------- .../views/guidance/write-for-action.html | 106 ---------- 7 files changed, 861 deletions(-) delete mode 100644 app/templates/views/guidance/benchmark-performance.html delete mode 100644 app/templates/views/guidance/clear-goals.html delete mode 100644 app/templates/views/guidance/establish-trust.html delete mode 100644 app/templates/views/guidance/guidance.html delete mode 100644 app/templates/views/guidance/multiple-languages.html delete mode 100644 app/templates/views/guidance/rules-and-regulations.html delete mode 100644 app/templates/views/guidance/write-for-action.html diff --git a/app/templates/views/guidance/benchmark-performance.html b/app/templates/views/guidance/benchmark-performance.html deleted file mode 100644 index 195e3471a..000000000 --- a/app/templates/views/guidance/benchmark-performance.html +++ /dev/null @@ -1,145 +0,0 @@ -{% extends "base.html" %} - -{% 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 %} -
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Learn how effective your texting program can be.

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- 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. -

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What other texting studies have found

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- When the Center on Budget and Policy Priorities studied WIC, they found key learnings about the - quantity of messages delivered, how people engage with messages, and how they take action. -

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Message delivery

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Benchmark: 80% of texts are - successfully delivered -

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    - You may discover that some numbers are temporarily or permanently unavailable due to service being - discontinued, - numbers changing, or being a landline. -

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Engagement

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Benchmark: Engagement rates with texts ranged from 17% - to 26%

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    - 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. -

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Appointment requests

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Benchmark: Requesting appointments after receiving texts ranged - from 4% to 9%

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    - Requesting appointments is a specific type of engagement. Provide a phone number or link to an online - appointment - request form. -

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- The Code for America’s Texting - Playbook - reported specific learnings around appointment reminders, completing - document submission, and maintenance reminders. -

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Appointment reminders

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Benchmark: Clients were 79% more - likely - to keep - their appointment after receiving a text reminder.

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Benchmark: Clients were 55% more - likely - to complete - an interview after receiving an interview reminder

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Document submission

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- Benchmark: Clients were 6% more likely to complete document submission after - receiving a customized list of required documents via text -

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    To encourage response, provide a custom list of the needed documents and information about how to submit - them. -

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Reminders

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Benchmark: Text reminders improved case maintenance rates by 21%

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    You may see less turnover in your case rates.

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-{% endblock %} diff --git a/app/templates/views/guidance/clear-goals.html b/app/templates/views/guidance/clear-goals.html deleted file mode 100644 index 4aa7fc99d..000000000 --- a/app/templates/views/guidance/clear-goals.html +++ /dev/null @@ -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 %} -
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Start with a singular purpose. Make explicit what you want to achieve.

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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. -

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- To establish clear goals, start by answering the following questions: -

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  • Who do you want to text?
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  • At what moments do you want to text them?
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  • Why do you want to text them?
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  • What do you want them to do?
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- Phone -
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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. -

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When should you send a text?

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- - What to do -

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Use texting to share timely - information, provide critical status updates, or remind someone to do something.

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Examples:

- - {% 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…", - }, - ] %} -
    - {% for item in list_item_dos %} -
  • - {{item.list_content}} -
    • - {% endfor %} -
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- What not to do -

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Texting is not great for long, - detailed instructions or frequent reminders that may be ignored. -

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Examples:

- {% 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", - }, - ] %} -
    - {% for item in list_item_donts %} -
  • - {{item.list_content}} -
    • - {% endfor %} -
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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? -

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- The Department of Veterans Affairs provides a helpful flow-chart that can help you decide if a text message is needed - for the communication problem you are trying to solve. -

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Use a hypothesis framework to plan your campaign

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- 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: -

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- We believe that texting [specific group of people] when [this happens or on this - cadence] to inform/alert them about [subject] will result in [desired action]. -

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- 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 write text message content - that provokes action. -

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Begin with a small test

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- 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. -

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- Starting small has less risk and more flexibility. It can help you gather data and decide if and how to send - more text messages. For example, start by sending one message to a smaller sample of your audience and track their - resulting behavior. -

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- 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. -

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Measure performance

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Building and operationalizing a texting initiative requires time and effort, and you want to be able to demonstrate - the results of that effort.

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- To understand if your texting program is successful, ask: -

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  • 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?
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  • How will you know if text recipients take the desired action?
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  • 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?
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-{% endblock %} diff --git a/app/templates/views/guidance/establish-trust.html b/app/templates/views/guidance/establish-trust.html deleted file mode 100644 index b488cdf0d..000000000 --- a/app/templates/views/guidance/establish-trust.html +++ /dev/null @@ -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 %} -
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{{page_title}}

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Help your audience anticipate and welcome your texts.

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- 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. -

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Get the word out

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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.

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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.

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An example of key messages in direct mail

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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.
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Prime your audiences to trust you

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As people receive texts

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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.

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Be trustworthy

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Provide helpful auto-responses

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Be prepared for questions

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- 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. -

- - {% 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 %} -
-{% endblock %} diff --git a/app/templates/views/guidance/guidance.html b/app/templates/views/guidance/guidance.html deleted file mode 100644 index 618d58ef0..000000000 --- a/app/templates/views/guidance/guidance.html +++ /dev/null @@ -1,62 +0,0 @@ -{% extends "base.html" %} - -{% block per_page_title %} -Guidance -{% endblock %} - -{% block content_column_content %} - -
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Guidance

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For texting the public

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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. -

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This set of best practices will help you get an effective texting initiative up and running.

- - {% 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 %} - -
-{% endblock %} diff --git a/app/templates/views/guidance/multiple-languages.html b/app/templates/views/guidance/multiple-languages.html deleted file mode 100644 index 947f9fbbe..000000000 --- a/app/templates/views/guidance/multiple-languages.html +++ /dev/null @@ -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 %} -
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{{page_title}}

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What to know as you plan translated texts.

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- 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. -

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- 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. -

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- As with messages in English, we strongly recommend user testing the translations with people who speak the language - to - ensure the messages are understandable. -

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-{% endblock %} diff --git a/app/templates/views/guidance/rules-and-regulations.html b/app/templates/views/guidance/rules-and-regulations.html deleted file mode 100644 index bf631d0c0..000000000 --- a/app/templates/views/guidance/rules-and-regulations.html +++ /dev/null @@ -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 %} -
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Understand what is required when texting the public.

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What to know about consent and opting out

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- 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. -

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- 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 translate your text - messages in - languages other than English. -

- {% set links = [ - { - "p_text": 'The Telephone Consumer - Protection Act (TCPA) (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 FCC has ruled that Federal and State 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 recorded training on public - benefits texting provided by the FCC.' - }, - ] %} -

Complying with the Telephone Consumer Protection Act (TCPA)

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Opting out

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- There is no policy requirement for senders to communicate opt-out options, but including instructions in introductory and/or - auto-response texts on how to opt out and opt back in are effective ways to establish trust with your - audience. -

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- 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 one of several other keywords. -

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- 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. -

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Honoring privacy

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Phone numbers are personally identifiable information (PII)

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- 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. -

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Don’t text sensitive information

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- 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. -

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Assess risk

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- 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 Reassigned - Numbers Database to identify phone numbers that may have been reassigned since your agency obtained them. -

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- - -{% endblock %} diff --git a/app/templates/views/guidance/write-for-action.html b/app/templates/views/guidance/write-for-action.html deleted file mode 100644 index 478c26225..000000000 --- a/app/templates/views/guidance/write-for-action.html +++ /dev/null @@ -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 %} -
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{{page_title}}

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Help your audience know what to do with the information you send.

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- 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. -

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- When deciding what types of messages to draft for your campaign, think through the following questions: -

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  • What do you want recipients to do when they receive the text?
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  • Will you send any follow-up texts depending on if the action was taken or not?
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Be clear and concise

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Build conditions for action

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What provoking action looks like

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Evidence shows 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:

- {% set card_contents = [ - { - "card_heading": "Feeling a sense of ownership can influence behavior.", - "p_text": "Example – Don't miss this chance to get free internet or $30 per month off your internet bill.", - }, - { - "card_heading": "Individuals are strongly influenced by others’ behaviors.", - "p_text": "Example – Thousands of residents 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 that belong to you.", - }, - ] %} - {% with card_contents=card_contents, text_align='left' %}{% include "components/guidance/cards.html" %}{% - endwith %} -
-{% endblock %}