}})
-
-
@@ -72,8 +72,8 @@
-
-
@@ -107,8 +107,8 @@
-
-
@@ -143,23 +143,23 @@
{% set card_header = "Harness trusted communication channels" %}
{% set card_contents = [
- {
- "image_src": asset_url('img/usa-icons/close.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 apublic texting privacy policy.",
- },
- {
- "image_src": asset_url('img/usa-icons/close.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('img/usa-icons/close.svg'),
- "card_heading": "IVR / Call Centers",
- "p_text": "Consider adding hold message announcements about your texting initiative to further get the word out.",
- },
+ {
+ "image_src": asset_url('img/usa-icons/close.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 apublic texting privacy policy.",
+ },
+ {
+ "image_src": asset_url('img/usa-icons/close.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('img/usa-icons/close.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" %}{%
@@ -167,20 +167,20 @@
{% set card_header = "Prepare your team" %}
{% set card_contents = [
- {
- "image_src": asset_url('img/usa-icons/close.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('img/usa-icons/close.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.",
- },
+ {
+ "image_src": asset_url('img/usa-icons/close.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('img/usa-icons/close.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 %}
diff --git a/app/templates/views/guidance/multiple-languages.html b/app/templates/views/guidance/multiple-languages.html
new file mode 100644
index 000000000..62a7eb2df
--- /dev/null
+++ b/app/templates/views/guidance/multiple-languages.html
@@ -0,0 +1,32 @@
+{% extends "base.html" %}
+
+{% set page_title = "Multiple Languages" %}
+
+{% block per_page_title %}
+{{page_title}}
+{% endblock %}
+
+{% block content_column_content %}
+{% with title=page_title %}{% include "components/guidance/nav_breadcrumb.html" %}{% endwith %}
+
-
- -
- The eight principles of mobile-friendliness +
-
+ {% for item in links %}
+
-
+ +-
+ {{ item.url_text }}
- ++ {{item.p_text |safe}} +
- -
- --
- The USWDS maturity model -
- -
- - - - -
- - - -
- - - + + {% endfor %}
- 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). -
- -- 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. -
- -- Download and share our overview of the TCPA with your legal counsel. 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. -
Opting out
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. diff --git a/app/templates/views/guidance/write-for-action.html b/app/templates/views/guidance/write-for-action.html index e5e6fd0ac..2165233a8 100644 --- a/app/templates/views/guidance/write-for-action.html +++ b/app/templates/views/guidance/write-for-action.html @@ -1,7 +1,7 @@ {% extends "base.html" %} {% from "components/guidance/circle_number.html" import circle_number %} -{% set page_title = "Establish Trust" %} +{% set page_title = "Write For Action" %} {% block per_page_title %} {{page_title}} @@ -35,38 +35,25 @@
- Use a neutral, direct, and professional tone. This works better than a friendly or overly casual tone.
Build conditions for action
--
-
- Clearly state the information and the response you want the recipient to take. -
- Point directly to where the action can be completed, not to more information. -
- Make sure the action can be completed via mobile phone, like calling a person or going to a mobile-friendly URL. - -
- - 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. - -
- Consider clearly explaining any consequences if the desired action is not completed. -
-
+
+
For example, getting a person to update their mailing address:
--
+
-
-
-
- Introduce yourself – Give people time to get to know your texting communications before you need - direct - action from them -
- Phone number – Note the sending phone number your texts will come from -
- Text types – Be clear on the types of texts you intend to send, how often, and why they matter -
- Privacy policy– For example, state that you will not collect personal information, including the - types of - information you will never ask for -
- Places to verify – Include a phone number, website, or human where people can verify that the texts - are - coming from you -
- Opt out – Provide opt-out instructions and a disclaimer for the potential cost of receiving the - text +
- Clearly state the information and the response you want the recipient to take. +
- Point directly to where the action can be completed, not to more information. +
- Make sure the action can be completed via mobile phone, like calling a person or going to a mobile-friendly URL. +
- + 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. + +
- Consider clearly explaining any consequences if the desired action is not completed.
@@ -75,23 +62,12 @@
 }})
Write an introductory text before you start sending messages:
-Department of Social Services: Welcome to text updates from the {{ circle_number(1) }} - State Department of Social Services.{{ circle_number(2) }}We’ll always text you from this - number, save us to your contact list. Our goal is to {{ circle_number(3) }} keep you up to date on - your account status. {{ circle_number(4) }} We will never ask for personal details in a text. - {{ circle_number(5) }} If you have questions about how we protect your privacy, see - state.gov/privacy.
{{circle_number(6) }}Reply STOP to stop. +{{circle_number(1) }}State Medicare Agency: Hello, MEDICARE has attempted to send you an update about your claim, but the mail was returned. {{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.{{circle_number(6) }}
-
+
+ +{% endblock %} diff --git a/app/templates/views/guidance/rules-and-regulations.html b/app/templates/views/guidance/rules-and-regulations.html index 5a12a70a6..d298794a9 100644 --- a/app/templates/views/guidance/rules-and-regulations.html +++ b/app/templates/views/guidance/rules-and-regulations.html @@ -16,123 +16,54 @@ 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.Text in multiple languages
+What to know as you plan translated texts.
+ ++ 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. +
+ ++ 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. +
+ ++ As with messages in English, we strongly recommend user testing the translations with people who speak the language + to + ensure the messages are understandable. +
+- 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. + 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 = [ + { + "url_link": "https://www.fcc.gov/sites/default/files/tcpa-rules.pdf", + "url_text":"Telephone Consumer Protection Act (TCPA)", + "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).' + }, + { + "url_link": + "https://www.federalregister.gov/documents/2021/02/12/2020-29016/government-and-government-contractor-calls-under-the-telephone-consumer-protection-act-of-1991", + "url_text":"Telephone Consumer Protection Act of 1991", + "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": + "https://docs.google.com/document/d/1Q8shgH9ODs-aD3wiRolGge4kBSTJzMIebj29dNkqK9Q/edit#heading=h.ddk0bn7sfe86", + "url_text":"Download and share our overview of the TCPA with your legal counsel", + "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)
--
-
- State Medicare Agency: Hello, MEDICARE has attempted to send you an update about your claim, but the mail was - returned. Please go to https://www.medicare.gov/account/login?utm_source=TEXT, log in to your account, and click “My - Account Information” to verify that your address is correct. If you are having difficulty logging in, call - 1-800-MEDICARE for assistance. We will attempt to send the mail again in 14 days. -
What provoking action looks like
Feeling a sense of ownership can influence behavior.
diff --git a/tests/app/test_navigation.py b/tests/app/test_navigation.py index 85c0cf39a..51e4d9fb1 100644 --- a/tests/app/test_navigation.py +++ b/tests/app/test_navigation.py @@ -33,6 +33,7 @@ EXCLUDED_ENDPOINTS = tuple( "archive_service", "archive_user", "begin_tour", + "benchmark_performance", "billing_details", "callbacks", "cancel_invited_org_user",
Example – Don't miss this chance to get free internet or $30 per month off your internet bill. -
-
For example, we’ve seen Medicaid programs use trust-markers in renewal texts –
-Provide helpful auto-responses
--
+
Provide helpful auto-responses
+ -
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.
-Be trustworthy
--
+
Be trustworthy
+ -