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app/templates/views/guidance/clear-goals.html Normal file
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{% extends "base.html" %}
{% set page_title = "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>Establish clear goals</h1>
<p class="usa-intro text-base">Start with a singular purpose. Make explicit what you want to achieve.</p>
<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" role="region" aria-labelledby="summary-box-key-information">
<div class="usa-summary-box__body">
<h4 class="usa-summary-box__heading" id="summary-box-key-information">
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>
<p class="text-center">For example, we’ve seen SNAP programs text –</p>
<p>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 class="grid-row grid-gap">
<div class="tablet:grid-col">
<p class="border-top-1px border-base-light padding-top-1 margin-top-0"><b>Use texting to</b> share timely information, provide critical status updates, or remind someone to do something.</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…",
},
] %}
<p class="margin-bottom-2">Examples:</p>
<ul class="usa-icon-list">
{% for item in list_item_dos %}
<li class="usa-icon-list__item">
<img src="{{ asset_url('img/usa-icons/check_circle.svg') }}" role="img" alt="check circle"/>
<div class="usa-icon-list__content">
{{item.list_content}}
</div>
</li>
{% endfor %}
</ul>
</div>
<div class="tablet:grid-col">
<p class="border-top-1px border-base-light padding-top-1 margin-top-0">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 class="usa-icon-list usa-icon-list--primary">
{% for item in list_item_donts %}
<li class="usa-icon-list__item">
<img src="{{ asset_url('img/usa-icons/cancel.svg') }}" role="img" alt="cancel circle"/>
<div class="usa-icon-list__content">{{item.list_content}}</div>
</li>
{% endfor %}
</ul>
</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
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>
<ul list list-bullet>
<li>
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].
</li>
</ul>
<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="#Write-texts-that-provoke-action">write text message content
that provokes action</a>.
</p>
<h2>Start small</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. To understand if your texting program is successful, ask:
</p>
{% set list_performance_dos = [
{
"list_content": "What do you want to be <i>different</i> for your program or your desired audience after a text message is sent,
as
compared to your current state?",
},
{
"list_content": "How will you <i>know</i> if text recipients take the desired action?",
},
{
"list_content": "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?",
},
] %}
<ul class="usa-icon-list usa-icon-list--primary">
{% for item in list_performance_dos %}
<li class="usa-icon-list__item">
<img src="{{ asset_url('img/usa-icons/check_circle.svg') }}" role="img" alt="check circle"/>
<div class="usa-icon-list__content">{{item.list_content |safe}}</div>
</li>
{% endfor %}
</ul>
</section>
{% endblock %}

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app/templates/views/guidance/guidance.html Normal file
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{% extends "base.html" %}
{% block per_page_title %}
Guidance
{% endblock %}
{% block content_column_content %}
{% with title=page_title %}{% include "components/guidance/nav_breadcrumb.html" %}{% endwith %}
<section class="usa-prose">
<h1>Guidance</h1>
<p class="usa-intro 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 = [
{
"image_src": asset_url('img/usa-icons/close.svg'),
"card_heading": "Establish clear goals",
"p_text": "Start with a singular purpose. Make explicit what you want to achieve.",
},
{
"image_src": asset_url('img/usa-icons/close.svg'),
"card_heading": "Follow rules & regulations",
"p_text": "Understand what is required when texting the public.",
},
{
"image_src": asset_url('img/usa-icons/close.svg'),
"card_heading": "Establish trust",
"p_text": "Help your audience anticipate and welcome your texts.",
},
{
"image_src": asset_url('img/usa-icons/close.svg'),
"card_heading": "Write texts that provoke action",
"p_text": "Help your audience know what to do with the information you send.",
},
{
"image_src": asset_url('img/usa-icons/close.svg'),
"card_heading": "Send texts in multiple languages",
"p_text": "What to know as you plan translated texts.",
},
{
"image_src": asset_url('img/usa-icons/close.svg'),
"card_heading": "Measure performance with benchmarking",
"p_text": "Learn how effective your texting program can be.",
}
] %}
{% with card_header=card_header, card_contents=card_contents %}{% include "components/guidance/cards.html" %}{%
endwith %}
</section>
{% endblock %}

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app/templates/views/guidance/rules-and-regulations.html Normal file
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{% 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>Follow rules & regulations</h1>
<p class="usa-intro 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="#translate-your-text-messages">translate your text messages</a> in languages other than English.
</p>
<div class="tablet:grid-col-6"></div>
<h3>Complying with the Telephone Consumer Protection Act (TCPA)</h3>
<ul class="usa-collection usa-collection--condensed">
<li class="usa-collection__item">
<div class="usa-collection__body">
<h4 class="usa-collection__heading">
<a
class="usa-link"
href="https://digital.gov/guides/mobile-principles/?dg"
>The eight principles of mobile-friendliness</a
>
</h4>
<ul class="usa-collection__meta" aria-label="More information">
<li class="usa-collection__meta-item position-relative">
<svg
class="usa-icon position-relative bottom-neg-2px"
aria-hidden="true"
role="img"
>
<use xlink:href="/assets/img/sprite.svg#public"></use>
</svg>
Digital.gov
</li>
</ul>
</div>
</li>
<li class="usa-collection__item">
<div class="usa-collection__body">
<h4 class="usa-collection__heading">
<a
class="usa-link"
href="https://designsystem.digital.gov/maturity-model/"
>The USWDS maturity model</a
>
</h4>
<ul class="usa-collection__meta" aria-label="More information">
<li class="usa-collection__meta-item position-relative">
<svg
class="usa-icon position-relative bottom-neg-2px"
aria-hidden="true"
role="img"
>
<use xlink:href="/assets/img/sprite.svg#public"></use>
</svg>
U.S. Web Design System
</li>
</ul>
</div>
</li>
<li class="usa-collection__item">
<div class="usa-collection__body">
<h4 class="usa-collection__heading">
<a class="usa-link" href="#">A news item that’s on our own site</a>
</h4>
</div>
</li>
<li class="usa-collection__item">
<div class="usa-collection__body">
<h4 class="usa-collection__heading">
<a
class="usa-link"
href="https://18f.gsa.gov/2020/11/24/the-key-role-of-product-owners-in-federated-data-projects/"
>The key role of product owners in federated data projects</a
>
</h4>
<ul class="usa-collection__meta" aria-label="More information">
<li class="usa-collection__meta-item position-relative">
<svg
class="usa-icon position-relative bottom-neg-2px"
aria-hidden="true"
role="img"
>
<use xlink:href="/assets/img/sprite.svg#public"></use>
</svg>
18F
</li>
</ul>
</div>
</li>
<li class="usa-collection__item">
<div class="usa-collection__body">
<h4 class="usa-collection__heading">
<a
class="usa-link"
href="https://trumpadministration.archives.performance.gov/September-2020-Updates-Show-Progress/"
>Progress on Cross-Agency Priority (CAP) goals and Agency Priority
Goals (APGs)</a
>
</h4>
<ul class="usa-collection__meta" aria-label="More information">
<li class="usa-collection__meta-item position-relative">
<svg
class="usa-icon position-relative bottom-neg-2px"
aria-hidden="true"
role="img"
>
<use xlink:href="/assets/img/sprite.svg#public"></use>
</svg>
Performance.gov
</li>
</ul>
</div>
</li>
</ul>
<p>
The <a 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>
<p>
The <a href="https://www.federalregister.gov/documents/2021/02/12/2020-29016/government-and-government-contractor-calls-under-the-telephone-consumer-protection-act-of-1991" 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.
</p>
<p>
<a href="https://docs.google.com/document/d/1Q8shgH9ODs-aD3wiRolGge4kBSTJzMIebj29dNkqK9Q/edit#heading=h.ddk0bn7sfe86" target="_blank">Download and share our overview of the TCPA with your legal counsel</a>. 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 href="">a recorded training on public benefits texting</a> provided by the FCC.
</p>
<h3>Opting out</h3>
<p>
There is no policy requirement for senders to communicate opt-out options, but <a href="https://docs.google.com/document/d/1JgH4kKyVfnwh76tBCXjSvOtFk-6xeGVrs141_uAQ210/edit#heading=h.3zv95inge648" target="_blank"> 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 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 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 %}