diff --git a/app/templates/views/guidance/index.html b/app/templates/views/guidance/index.html index 7d43f81c3..59c80ca7b 100644 --- a/app/templates/views/guidance/index.html +++ b/app/templates/views/guidance/index.html @@ -11,115 +11,235 @@

Guidance

-

This guidance is for teams using Notify.gov to send text messages.

- -

It explains how to:

+

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.

+

Below we explain how to:

-

Edit and format messages

+ {# Format content #} +

Format your content

+

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:

-

This section explains how to:

-

Format your content

- -

You can see a list of formatting instructions on the edit template page:

- -
    -
  1. Go to the {{ service_link(current_service, 'main.choose_template', 'templates') }} page.
    2. -
  2. Add a new template or choose an existing template and select Edit.
    3. +

    To create and format your message

    +
      +
    1. All messages start from a template
      2. +
    2. Click “Send Messages”. You’ll see existing templates.
      3. +
    3. Add a new template or choose an existing template and select Edit.
    -

    Add links

    - -

    When composing a text message, write URLs in full and Notify will convert them into links for you. -

    - -

    You cannot convert text into a link. - -

    - -

    We do not recommend using a third-party link shortening service because:

    + {# Add links #} + +

    When composing a text message, links to websites or online applications can help your recipient respond quickly.

    -

    Personalize your content

    - -

    To personalize the content of your messages, add a placeholder to the template.

    - -

    Placeholders are filled in with details, like a name or reference number, each time you send a - message.

    - -

    To add a placeholder to the template:

    - -
      -
    1. Go to the {{ service_link(current_service, 'main.choose_template', 'templates') }} page.
      2. -
    2. Add a new template or choose an existing template and select Edit.
      3. -
    3. Add a placeholder using double brackets. For example: Hello ((first name)), your reference is - ((ref number)).
      4. -
    4. Select Save.
      5. -
    - -

    When you send a message you can either:

    - +

    About link-shortening services

    +

    We do not recommend using a third-party link-shortening service because:

    -

    If you upload a list, the column names need to match the placeholders in your template.

    - -

    Add optional content

    - -

    To add optional content to your messages:

    - -
      -
    1. Go to the {{ service_link(current_service, 'main.choose_template', 'templates') }} page.
      2. -
    2. Add a new template or choose an existing template and select Edit.
      3. -
    3. Use double brackets and ?? to define optional content. For example, if you only want to show something to people - who are under 18: ((under18??Please get your application signed by a parent or guardian.))
      4. -
    4. Select Save.
      5. -
    - -

    For each person you send this message to, specify ‘yes’ or ‘no’ to show or hide this content. You - can either:

    - + {# Personalize content #} +

    Personalize your content

    +

    Personalizing your content can increase response rates and help the recipient know the text is legitimate.

    -

    If you upload a list, the column names need to match the optional content in your template.

    - -

    Message customization

    - -

    Change the text message sender

    - -

    The text message sender tells your users who the message is from.

    - -

    To change the text message sender from the default of ‘Notify.gov’:

    - -
      -
    1. Go to the Text message settings section of the {{ - service_link(current_service, 'main.service_settings', 'settings') }} page.
      2. -
    2. Select Manage on the Text message - senders row.
      3. -
    3. Select Change or Add text message - sender.
      4. +

      To personalize your content

      +
        +
      1. Add a placeholder to your content by placing two brackets around the personalized elements.
        2. +
      2. 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 data preparation.
      +

      Example

      +

      To personalize with the recipient's first name and include a reference number:

      +

      State WIC: Hello ((first name)), your reference is ((ref number)). Please provide this number when you call 123-123-1234 to make an appointment.

      + + {# Add conditional content #} +

      Add conditional content

      +

      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.

      + +

      To add conditional content

      +
        +
      1. Use two brackets and ?? to define the conditional content.
        2. +
      2. 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 data preparation.
        3. +
      + +

      Examples

      +
        +
      1. If you only want to show something to people who are under 18: +
        +

        State SNAP: Renewal applications are due by March 15. ((under18??Please get your application signed by a parent or + guardian.))

        +
        2. +
      2. + If you want to make people who are homebound aware of the option of virtual visits (but not other message recipients): +
        +

        State Medicaid: Please call 123-123-1234 to schedule an appointment. ((homebound??Virtual visits are available.))

        +
        3. +
      3. + If you want to send a messages in different languages to different recipients: +
        +

        ((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.))

        +
        4. +
      + + + {# Identify your program #} +

      Identify your program

      +

      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.

      + +

      To customize your program name

      +

      To change the text message sender from the default service name:

      +
        +
      1. Go to the Settings page
        2. +
      2. Select “Start text messages with service name.”
        3. +
      3. Change the service name to a familiar program or benefit.
        4. +
      + + {# Prepare your data #} +

      Prepare your data

      +

      The easiest and most efficient way to personalize your content is by uploading a spreadsheet. Notify can accommodate + many file formats and structures.

      + +

      File format

      +

      Notify can accept files in the following formats: CSV, TSV, ODS, and Microsoft Excel.

      + +

      File structure

      + + +

      Formatting personalized content

      +

      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.

      +

      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)).

      + +

      Formatting conditional content

      +

      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.

      + +

      Example

      + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + +
      + Example +
      Phone numberFirst nameLast nameSpanishEnglishDateTimeLocation
      123-456-7890LuluPraetherNYNovember 2, 20233:25123 Ford Rd.
      234-567-8901SelaAppelYNNovember 2, 20234:00123 Ford Rd.
      123-456-7890DexterMoseleyNYNovember 2, 20232:00123 Ford Rd.
      + + {# Preventing fraud #} +

      Preventing fraud

      +

      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.

      +
        +
      1. Never send unnecessary or protected private information.
        2. +
      2. Remind your recipients that text messaging is not a secure means of communication and they should not send you private + information via text.
        3. +
      3. Only include links to websites and online applications that are secure.
        4. +
      4. Send an introductory text letting recipients know you will be texting them and to save the number in their phone.
        5. +
      5. Include an auto-response with the name of your organization and a contact phone number.
        6. +
      + +

      Examples

      +
        +
      1. Introductory text: +
        +

        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.

        +
        2. +
      2. Auto-response text: +
        +

        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.

        +
        3. +
      + + + + + + + {% endblock %}