-
+ {% for item in card_contents %}
+
-
+ + {% if item.card_heading %} +++ {% if item.link %} + + {% endif %} ++ {% endif %} + {% if item.svg_src or item.image_src%} +
+ {{ item.card_heading }} +
+ {% if item.link %} + + {% endif %} ++ {% if item.svg_src %} + + {% endif %} + {% if item.image_src %} ++ {% endif %} + {% if item.p_text %} ++ {% endif %} +
++ {% endif %} ++ {{item.p_text|safe}} +
+
+ {% endfor %}
+
{{page_title}}
+Learn how effective your texting program can be.
+ ++ 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. +
+What other texting studies have found
++ 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. +
+ +Message delivery
+Benchmark: 80% of texts are + successfully delivered +
+-
+
-
+
+ You may discover that some numbers are temporarily or permanently unavailable due to service being + discontinued, + numbers changing, or being a landline. +
+
+
Engagement
+Benchmark: Engagement rates with texts ranged from 17% + to 26%
+-
+
-
+
+ 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. +
+
+
Appointment requests
+Benchmark: Requesting appointments after receiving texts ranged + from 4% to 9%
+-
+
-
+
+ Requesting appointments is a specific type of engagement. Provide a phone number or link to an online + appointment + request form. +
+
+
+ The Code for America’s Texting + Playbook + reported specific learnings around appointment reminders, completing + document submission, and maintenance reminders. +
+Appointment reminders
+Benchmark: Clients were 79% more + likely + to keep + their appointment after receiving a text reminder.
+-
+
-
+
You will likely see more completed appointments.
+
+
Benchmark: Clients were 55% more + likely + to complete + an interview after receiving an interview reminder
+-
+
-
+
You will likely see more completed interviews.
+
+
Document submission
++ Benchmark: Clients were 6% more likely to complete document submission after + receiving a customized list of required documents via text +
+-
+
-
+
To encourage response, provide a custom list of the needed documents and information about how to submit + them. +
+
+
Reminders
+Benchmark: Text reminders improved case maintenance rates by 21%
+-
+
-
+
You may see less turnover in your case rates.
+
+
Best Practices
+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.
++ 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": "/best-practices/clear-goals" + }, + { + "svg_src": "compliant", + "card_heading": "Follow rules & regulations", + "p_text": "Understand what is required when texting the public.", + "link": "/best-practices/rules-and-regulations" + }, + { + "svg_src": "trust", + "card_heading": "Establish trust", + "p_text": "Help your audience anticipate and welcome your texts.", + "link": "/best-practices/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": "/best-practices/write-for-action" + }, + { + "svg_src": "language", + "card_heading": "Send texts in multiple languages", + "p_text": "What to know as you plan translated texts.", + "link": "/best-practices/multiple-languages" + }, + { + "svg_src": "chart", + "card_heading": "Measure performance with benchmarking", + "p_text": "Learn how effective your texting program can be.", + "link": "/best-practices/benchmark-performance" + } + ] %} + + {% with card_contents=card_contents %}{% include "components/best-practices/cards.html" %}{% + endwith %} + +{{page_title}}
+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? +
 }})
+ +
When should you send a text?
++ + What to do +
+Use texting to share timely + information, provide critical status updates, or remind someone to do something.
+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 %} +
+ What not to do +
+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 %}
+
- + {{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: +
++ 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]. +
++ 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. +
+Begin with a small test
++ 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: +
+-
+
- 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? +
- How will you know if text recipients take the desired action? +
- 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? +
{{page_title}}
+Help your audience anticipate and welcome your texts.
++ 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. +
+Get the word out
+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.
+ +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.
+An example of key messages in direct mail
+}})
+ Prime your audiences to trust you
+-
+
-
+ ++
To reinforce legitimacy, include these key messages in your outreach:
+-
+
- 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 + +
+ -
+ ++
+ + ++
+
+
As people receive texts
+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
+-
+
-
+ ++
-
+
- Identify yourself in the text message. Use a consistent and familiar program name to precede each + text you send. +
- Personalize with first name. Through A/B testing, Code for America saw an increase in + follow-through by 25% if someone’s first name was included. +
- Use full and direct .gov website URLs. Avoid link shorteners, as they obscure your links and + potentially make it easier for a malicious actor to spoof your text. +
- If providing a phone number, use a familiar phone number and provide information on how to verify + its legitimacy. +
+ -
+ ++
+ + ++
+
Provide helpful auto-responses
+-
+
-
+ ++
If you're sending one-way notifications, phone carriers allow a single auto-response message that will be + generated if a recipient tries to text a response to your message. Use the auto-response to reaffirm your key + messages around legitimacy and communicate to recipients that texts are coming from an automated system.
+-
+
- Provide a way to contact a human in any auto-response text +
- Provide information on how to opt out and opt back in +
+ -
+ ++
+ + ++
+
Be prepared for questions
++ 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. +
+ +Harness trusted communication channels
+ {% set card_contents = [ + { + "image_src": asset_url('images/website.svg'), + "card_heading": "Websites", + "alt_text": "Graphic representing a website browser", + "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", + "alt_text": "Illustration of community organizations spreading awareness", + "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", + "alt_text": "Illustration of a call center promoting texting initiative", + "p_text": "Consider adding hold message announcements about your texting initiative to further get the word out.", + }, + ] %} + + {% with card_contents=card_contents %}{% include "components/best-practices/cards.html" %}{% + endwith %} +Prepare your team
+ {% set card_contents = [ + { + "image_src": asset_url('images/grouping.svg'), + "card_heading": "Staff", + "alt_text": "Illustration of staff group briefing", + "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", + "alt_text": "Graphic representing project management", + "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_contents=card_contents %}{% include "components/best-practices/cards.html" %}{% + endwith %} +{{page_title}}
+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. +
+{{page_title}}
+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. +
+ {% 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": + "pdf/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)
+-
+ {% for item in links %}
+
-
+ + {% if item.url_text %} ++
+ + {{ item.url_text }} + +
+ {% endif %} ++ {{item.p_text |safe}} +
+
+ {% endfor %}
+
+
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. +
+{{page_title}}
+Help your audience know what to do with the information you send.
++ 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. +
++ When deciding what types of messages to draft for your campaign, think through the following questions: +
+-
+
- What do you want recipients to do when they receive the text? +
- What will happen if a recipient doesn't take the action you want them to take? +
- Will you send any follow-up texts depending on if the action was taken or not? +
Be clear and concise
+-
+
- Use simple, everyday language. Keep the text short and clear. Stay under 300 characters. +
- + Say only one important thing per message. Focus on the most essential instructions and information. If there are + multiple actions you want someone to take, consider sending a series of well-timed messages. + +
- Use a neutral, direct, and professional tone. This works better than a friendly or overly casual tone. +
Build conditions for action
+-
+
-
+ ++
For example, getting a person to update their mailing address:
+-
+
- 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. +
+ -
+ ++
+ + ++
+
What provoking action looks like
+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/best-practices/cards.html" %}{% + endwith %} +Below we explain how to:
-
+ {% if not feature_best_practices_enabled %}
- Format your content
- Add links + {% endif %}
- Personalize your content
- Add conditional content
- Identify your program
- Prepare your data + {% if not feature_best_practices_enabled %}
- Prevent fraud + {% endif%}
Format your content
+ {% if not feature_best_practices_enabled %}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:
@@ -37,7 +42,7 @@To create and format your message
- All messages start from a template @@ -45,6 +50,7 @@
- Add a new template or choose an existing template and select Edit.
Add links
When composing a text message, links to websites or online applications can help your recipient respond quickly.
@@ -64,6 +70,7 @@Personalize your content
@@ -214,6 +221,7 @@Preventing fraud
Texting fraud is ever prevalent and while we can’t eliminate the risk, we can reduce the chances that recipients will @@ -240,5 +248,5 @@ in a text. If you have questions about how to protect your privacy, see statename.gov/privacy.
- + {% endif %} {% endblock %} diff --git a/app/templates/views/roadmap.html b/app/templates/views/roadmap.html index 97f982e12..f9446aad5 100644 --- a/app/templates/views/roadmap.html +++ b/app/templates/views/roadmap.html @@ -33,7 +33,7 @@- Achieve compliance to begin piloting, such as ATO and privacy standards.
- Demonstrate that a government-run notifications tool provides a unique value. diff --git a/backstop.config.js b/backstop.config.js index 09e926cf6..5e5df60fa 100644 --- a/backstop.config.js +++ b/backstop.config.js @@ -1,6 +1,6 @@ const { urls, baseUrl } = require('./urls'); -const MISMATCH_THRESHOLD = 0.2; +const MISMATCH_THRESHOLD = 0.3; const SCREENSHOT_DELAY = 2000; const createScenariosFromUrls = (urls, delay = SCREENSHOT_DELAY) => { diff --git a/backstop_data/bitmaps_reference/backstop_test_Add_Service_0_document_0_desktop.png b/backstop_data/bitmaps_reference/backstop_test_Add_Service_0_document_0_desktop.png index b16084922..c08a67eb2 100644 Binary files a/backstop_data/bitmaps_reference/backstop_test_Add_Service_0_document_0_desktop.png and b/backstop_data/bitmaps_reference/backstop_test_Add_Service_0_document_0_desktop.png differ diff --git a/backstop_data/bitmaps_reference/backstop_test_Benchmark_Performance_0_document_0_desktop.png 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b/deploy-config/demo.yml index a003a32ea..05d167f4b 100644 --- a/deploy-config/demo.yml +++ b/deploy-config/demo.yml @@ -1,8 +1,10 @@ env: demo instances: 1 memory: 1G +command: newrelic-admin run-program gunicorn -c /home/vcap/app/gunicorn_config.py application public_admin_route: notify-demo.app.cloud.gov cloud_dot_gov_route: notify-demo.app.cloud.gov redis_enabled: 1 -nr_agent_id: "1134302465" -nr_app_id: "1083160688" +nr_agent_id: '1134302465' +nr_app_id: '1083160688' +FEATURE_BEST_PRACTICES_ENABLED: true diff --git a/deploy-config/production.yml b/deploy-config/production.yml index b99c4dd54..42a681cb4 100644 --- a/deploy-config/production.yml +++ b/deploy-config/production.yml @@ -1,8 +1,10 @@ env: production instances: 2 memory: 1.5G +command: newrelic-admin run-program gunicorn -c /home/vcap/app/gunicorn_config.py application public_admin_route: beta.notify.gov cloud_dot_gov_route: notify.app.cloud.gov redis_enabled: 1 -nr_agent_id: "1050708682" -nr_app_id: "1050708682" +nr_agent_id: '1050708682' +nr_app_id: '1050708682' +FEATURE_BEST_PRACTICES_ENABLED: false diff --git a/deploy-config/sandbox.yml b/deploy-config/sandbox.yml index 71b51dbd6..5cee4f053 100644 --- a/deploy-config/sandbox.yml +++ b/deploy-config/sandbox.yml @@ -1,6 +1,7 @@ env: sandbox instances: 1 memory: 1G +command: gunicorn -c /home/vcap/app/gunicorn_config.py application public_admin_route: notify-sandbox.app.cloud.gov cloud_dot_gov_route: notify-sandbox.app.cloud.gov redis_enabled: 1 @@ -8,6 +9,7 @@ ADMIN_CLIENT_USERNAME: notify-admin ADMIN_CLIENT_SECRET: sandbox-notify-secret-key DANGEROUS_SALT: sandbox-notify-salt SECRET_KEY: sandbox-notify-secret-key -nr_agent_id: "" -nr_app_id: "" -NR_BROWSER_KEY: "" +nr_agent_id: '' +nr_app_id: '' +NR_BROWSER_KEY: '' +FEATURE_BEST_PRACTICES_ENABLED: true diff --git a/deploy-config/staging.yml b/deploy-config/staging.yml index f16669da2..036f4472e 100644 --- a/deploy-config/staging.yml +++ b/deploy-config/staging.yml @@ -1,8 +1,10 @@ env: staging instances: 1 memory: 1G +command: newrelic-admin run-program gunicorn -c /home/vcap/app/gunicorn_config.py application public_admin_route: notify-staging.app.cloud.gov cloud_dot_gov_route: notify-staging.app.cloud.gov redis_enabled: 1 -nr_agent_id: "1134291385" -nr_app_id: "1031640326" +nr_agent_id: '1134291385' +nr_app_id: '1031640326' +FEATURE_BEST_PRACTICES_ENABLED: false diff --git a/docs/feature-flagging.md b/docs/feature-flagging.md new file mode 100644 index 000000000..ecefa2250 --- /dev/null +++ b/docs/feature-flagging.md @@ -0,0 +1,56 @@ +# Feature Flagging + +## Using Environment Variables + +This guide explains how to update cloud foundry envirionment variables to enable or disable feature flagging. + +### Prerequisites + +- Cloud Foundry CLI (`cf`) must be installed. +- Access to Cloud Foundry with the necessary credentials. + +## Steps to Update + +### 1. Log in to Cloud Foundry + +```bash +cf login -a api.fr.cloud.gov --sso +``` + +### 2. Target Correct Space + +This should be handled after authenticating but if not, you can target the spaces specifically + +``` +cf target -o gsa-tts-benefits-studio -s notify-sandbox +``` + +### 3. Set Environment Variable + +``` +cf set-env