From cff1fb8f2e589e0a1931406533b7b24868622bed Mon Sep 17 00:00:00 2001 From: Beverly Nguyen Date: Tue, 24 Sep 2024 15:42:16 -0700 Subject: [PATCH] guidance pages --- app/templates/views/guidance/clear-goals.html | 167 ++++++++++++++++++ app/templates/views/guidance/guidance.html | 56 ++++++ .../views/guidance/rules-and-regulations.html | 164 +++++++++++++++++ 3 files changed, 387 insertions(+) create mode 100644 app/templates/views/guidance/clear-goals.html create mode 100644 app/templates/views/guidance/guidance.html create mode 100644 app/templates/views/guidance/rules-and-regulations.html diff --git a/app/templates/views/guidance/clear-goals.html b/app/templates/views/guidance/clear-goals.html new file mode 100644 index 000000000..973477b9d --- /dev/null +++ b/app/templates/views/guidance/clear-goals.html @@ -0,0 +1,167 @@ +{% 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 %} +
+

Establish clear goals

+

Start with a singular purpose. Make explicit what you want to achieve.

+

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. +

+
+
+

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

+
+
    +
  • Who do you want to text?
    • +
  • At what moments do you want to text them?
    • +
  • Why do you want to text them?
    • +
  • What do you want them to do?
    • +
+
+
+
+

For example, we’ve seen SNAP programs text –

+

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.

+
+
+

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

+ {% 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…", + }, + ] %} +

Examples:

+
    + {% for item in list_item_dos %} +
  • + check circle +
    + {{item.list_content}} +
    +
    • + {% endfor %} +
+
+ +
+

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

+

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 %} +
  • + cancel circle +
    {{item.list_content}}
    +
    • + {% endfor %} +
+
+
+ +

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? +

+

+ 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. +

+

Use a hypothesis framework to plan your campaign

+

+ 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: +

+ + + +

+ 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. +

+

Start small

+

+ 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. +

+

+ 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. +

+

+ 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. +

+

Measure performance

+

+ 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: +

+ {% set list_performance_dos = [ + { + "list_content": "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?", + }, + { + "list_content": "How will you know 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?", + }, + ] %} + +
+ + +{% endblock %} diff --git a/app/templates/views/guidance/guidance.html b/app/templates/views/guidance/guidance.html new file mode 100644 index 000000000..d128f9178 --- /dev/null +++ b/app/templates/views/guidance/guidance.html @@ -0,0 +1,56 @@ +{% extends "base.html" %} + +{% block per_page_title %} +Guidance +{% endblock %} + +{% block content_column_content %} +{% with title=page_title %}{% include "components/guidance/nav_breadcrumb.html" %}{% endwith %} + +
+

Guidance

+

For texting the public

+

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. +

+ +

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 = [ + { + "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 %} + +
+{% endblock %} diff --git a/app/templates/views/guidance/rules-and-regulations.html b/app/templates/views/guidance/rules-and-regulations.html new file mode 100644 index 000000000..5a12a70a6 --- /dev/null +++ b/app/templates/views/guidance/rules-and-regulations.html @@ -0,0 +1,164 @@ +{% 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 %} +
+

Follow rules & regulations

+

Understand what is required when texting the public.

+

What to know about consent and opting out

+

+ 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. +

+

+ 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. +

+
+

Complying with the Telephone Consumer Protection Act (TCPA)

+ +

+ 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. +

+ +

+ 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. +

+ +

+ 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. +

+

Honoring privacy

+

Phone numbers are personally identifiable information (PII)

+

+ 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. +

+

Don’t text sensitive information

+

+ 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. +

+

Assess risk

+

+ 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. +

+
+ + +{% endblock %}