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Beverly Nguyen
2024-10-08 15:32:11 -07:00
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app/templates/components/guidance/cards.html
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@@ -1,19 +1,35 @@
<h3 class="padding-bottom-2">{{card_header}}</h3>
<h3 class="padding-bottom-2">
{% if card_header %}
{{card_header}}
{% endif %}
</h3>
<ul class="usa-card-group">
{% for item in card_contents %}
<li class="usa-card grid-col tablet:grid-col-4">
<div class="usa-card__container">
<div class="usa-card__header">
<h4 class="usa-card__heading text-center">{{item.card_heading}}</h4>
{% if item.card_heading %}
<div class="usa-card__header">{% if condition %}
{% endif %}
<h4
class="usa-card__heading {% if text_align != 'left' or text_align is not defined %}text-center{% else %}text-left{% endif %}">
{{item.card_heading}}
</h4>
</div>
{% endif %}
{% if item.image_src %}
<div class="usa-card__media usa-card__media--inset">
<img class="guidance_card_img" src="{{item.image_src}}" alt="{{item.card_heading}} image" />
</div>
{% endif %}
{% if item.p_text %}
<div class="usa-card__body">
<p class="text-center">
{{item.p_text}}
<p class="{% if text_align != 'left' or text_align is not defined %}text-center{% else %}text-left{% endif %}">
{{item.p_text|safe}}
</p>
</div>
{% endif %}
</div>
</li>
{% endfor %}

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app/templates/views/guidance/benchmark-performance.html
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@@ -1,6 +1,6 @@
{% extends "base.html" %}
{% set page_title = "Multiple Languages" %}
{% set page_title = "Benchmark performance" %}
{% block per_page_title %}
{{page_title}}
@@ -19,18 +19,23 @@
</p>
<h2>What other texting studies have found</h2>
<p>
When the Center on Budget and Policy Priorities studied WIC, they found key learnings about the quantity of messages
When the <a
href="https://www.cbpp.org/research/food-assistance/targeted-text-message-outreach-can-increase-wic-enrollment-pilots-show"
target="_blank">Center
on Budget and Policy Priorities</a> studied WIC, they found key learnings about the quantity of messages
delivered, how people engage with messages, and how they take action.
</p>
<h3>Message delivery</h3>
<p class="font-body-lg text-light">Benchmark: <span class="text-bold">80%</span> of texts are successfully delivered</p>
<p class="font-body-lg text-light">Benchmark: <span class="text-bold">80%</span> of texts are successfully delivered
</p>
<p>
You may discover that some numbers are temporarily or permanently unavailable due to service being discontinued,
numbers changing, or being a landline.
</p>
<h3>Engagement</h3>
<p class="font-body-lg text-light">Benchmark: Engagement rates with texts ranged from <span class="text-bold">17%</span>
<p class="font-body-lg text-light">Benchmark: Engagement rates with texts ranged from <span
class="text-bold">17%</span>
to <span class="text-bold">26%</span></p>
<p>
The highest rate of engagement with a text comes within hours of sending. Engagement rates include any kind of
@@ -50,18 +55,18 @@
document submission, and maintenance reminders.
</p>
<h3>Appointment reminders</h3>
<p class="font-body-lg text-light">Benchmark: Clients were <span class="text-bold">79%</span> more likely to keep their
appointment after receiving a text reminder.</p>
<p class="font-body-lg text-light">Benchmark: Clients were <span class="text-bold">79%</span> more likely to keep
their appointment after receiving a text reminder.</p>
<p>You will likely see more completed appointments.</p>
<p class="font-body-lg text-light">Benchmark: Clients were <span class="text-bold">55%</span> more likely to complete an
interview after receiving an interview reminder</p>
<p class="font-body-lg text-light">Benchmark: Clients were <span class="text-bold">55%</span> more likely to complete
an interview after receiving an interview reminder</p>
<p>You will likely see more completed interviews.</p>
<h3>Document submission</h3>
<p class="font-body-lg text-light">
Benchmark: Clients were <span class="text-bold">6%</span> more likely to complete document submission after receiving
a customized list of required documents via text
Benchmark: Clients were <span class="text-bold">6%</span> more likely to complete document submission after
receiving a customized list of required documents via text
</p>
<p>To encourage response, provide a custom list of the needed documents and information about how to submit them. </p>

82
app/templates/views/guidance/clear-goals.html
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@@ -1,6 +1,6 @@
{% extends "base.html" %}
{% set page_title = "Clear Goals" %}
{% set page_title = "Clear goals" %}
{% block per_page_title %}
{{page_title}}
@@ -30,10 +30,25 @@
</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-container">
<div class="tablet:grid-col-6">
<div class="usa-card__container border-0 width-full overflow-hidden height-mobile">
<img class="width-full" src="{{ asset_url('images/phone_grey.svg') }}" role="img" alt="Phone" />
<div class="position-absolute flex text-cener padding-5 padding-top-9">
<p class="sms-message-wrapper text-center">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>
</div>
</div>
</div>
<hr>
<h2>Add new header here</h2>
<div class="grid-row grid-gap-3">
<div class="tablet:grid-col">
<div class="do-dont">
@@ -69,7 +84,7 @@
{{item.list_content}}
</li>
{% endfor %}
</ul>
</ul>
</div>
</div>
</div>
@@ -88,15 +103,15 @@
</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",
},
{
"list_content": "Your rights and responsibilities",
},
{
"list_content": "How to complete your application",
},
{
"list_content": "Weekly reminder not to share your account information",
},
] %}
<ul>
{% for item in list_item_donts %}
@@ -111,34 +126,40 @@
</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>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 class="use-link usa-link--external"
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
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:
result of implementing text messaging at your agency. For example:
</p>
<p class="site-note bg-base-lighter"> 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].</p>
<div class="usa-summary-box maxw-tablet" role="region" aria-labelledby="summary-box-establish-clear-goals">
<div class="usa-summary-box__body">
<div class="usa-summary-box__text">
<p class="margin-top-0 font-body-lg">
We believe that texting <i>[specific group of people]</i> when <i>[this happens or on this
cadence]</i> to inform/alert them about <i>[subject]</i> will result in <i>[desired action]</i>.
</p>
</div>
</div>
</div>
<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="../guidance/write-for-action">write text message content
that provokes action</a>.
</p>
<h2>Start small</h2>
<h2>Begin with a small test</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.
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
@@ -154,13 +175,14 @@
<div class="usa-summary-box__body">
<div class="usa-summary-box__text">
<p class="margin-top-0">
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:
To understand if your texting program is successful, ask:
</p>
<ul class="usa-list">
<li>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?</li>
<li>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?</li>
<li>How will you know if text recipients take the desired action?</li>
<li>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?</li>
<li>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?</li>
</ul>
</div>
</div>

108
app/templates/views/guidance/establish-trust.html
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@@ -1,7 +1,7 @@
{% extends "base.html" %}
{% from "components/guidance/circle_number.html" import circle_number %}
{% set page_title = "Establish Trust" %}
{% set page_title = "Establish trust" %}
{% block per_page_title %}
{{page_title}}
@@ -28,23 +28,20 @@
<h3>An example of key messages in direct mail</h3>
<img src="{{asset_url('images/snap-renewal.png')}}" alt="snap-renewal">
<h3>Prime your audiences to trust you</h3>
<p>To reinforce legitimacy, include these key messages in your outreach:</p>
<ul class="usa-card-group flex-1 flex-wrap padding-top-2">
<li class="flex-1 width-full height-full padding-bottom-2">
<div class="usa-card__container border-0">
<p>To reinforce legitimacy, include these key messages in your outreach:</p>
<ol class="guidance-list">
<li><b>Introduce yourself</b> – Give people time to get to know your texting communications before you need
direct
action from them</li>
direct action from them</li>
<li><b>Phone number</b> – Note the sending phone number your texts will come from</li>
<li><b>Text types</b> – Be clear on the types of texts you intend to send, how often, and why they matter</li>
<li><b>Privacy policy</b>– For example, state that you will not collect personal information, including the
types of
information you will never ask for</li>
types of information you will never ask for</li>
<li><b>Places to verif</b>y – Include a phone number, website, or human where people can verify that the texts
are
coming from you</li>
are coming from you</li>
<li><b>Opt out</b> – Provide opt-out instructions and a disclaimer for the potential cost of receiving the
text
</li>
@@ -55,13 +52,14 @@
<div class="usa-card__container border-0 width-full overflow-hidden height-phone-lg">
<img class="width-full" src="{{ asset_url('images/phone_grey.svg') }}" role="img" alt="Phone" />
<div class="position-absolute flex text-cener padding-5 padding-top-9">
<p class="text-center">Write an introductory text before you start sending messages:</p>
<p class="sms-message-wrapper text-center">Department of Social Services: Welcome to text updates from the
{{circle_number(1)}}<b>State Department of Social Services.</b> {{ circle_number(2) }}<b>We’ll always text you from
this number,</b> save us to your contact list. Our goal is to {{ circle_number(3) }} <b>keep you up to date on
<p class="sms-message-wrapper text-left">Dept. of Social Services: Welcome to text updates from the
{{circle_number(1)}}<b>Department of Social Services.</b> {{ circle_number(2) }}<b>We’ll always text
you from
this number,</b> save us to your contact list. Our goal is to {{ circle_number(3) }} <b>keep you up to
date on
your account status.</b> {{ circle_number(4) }} <b>We will never ask for personal details in a text.</b>
{{ circle_number(5) }} If you have questions about how we protect your privacy, see
state.gov/privacy. <br />{{circle_number(6) }}<b>Reply STOP to stop.</b>
state.gov/privacy.{{circle_number(6) }}<b>Reply STOP to stop.</b>
</p>
</div>
</div>
@@ -79,12 +77,10 @@
<ol start="7" class="guidance-list set-two">
<li>Identify yourself in the text message. Use a consistent and familiar program name to precede each text you
send.</li>
<li>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.</li>
<li>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.</li>
<li>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.</li>
make it easier for a malicious actor to spoof your text.</li>
<li>If providing a phone number, use a familiar phone number and provide information on how to verify its
legitimacy.</li>
</ol>
@@ -94,8 +90,8 @@
<div class="usa-card__container border-0 width-full height-mobile overflow-hidden">
<img class="width-full" src="{{ asset_url('images/phone_grey.svg') }}" role="img" alt="Phone" />
<div class="position-absolute flex text-cener padding-5 padding-top-9">
<p class="sms-message-wrapper text-center">
{{circle_number(7) }}<b>Dept of Social Services:</b> Hi {{circle_number(8) }}<b>Julie,</b> Your Medicaid
<p class="sms-message-wrapper text-left">
{{circle_number(7) }}<b>Dept. of Social Services:</b> Hi {{circle_number(8) }}<b>Julie,</b> Your Medicaid
renewal is closing December 31, 2023. You can renew online at {{circle_number(9) }}<a
href="https://www.application.yourstate.gov" target="_blank"
rel="application.yourstate.gov">https://www.application.yourstate.gov</a> or {{circle_number(10) }}
@@ -103,8 +99,6 @@
</p>
</div>
</div>
<p class="text-center font-sans-xs text-italic">For example, we’ve seen Medicaid programs use trust-markers in renewal
texts</p>
</li>
</ul>
@@ -112,6 +106,9 @@
<ul class="usa-card-group flex-1 flex-wrap padding-top-2">
<li class="flex-1 width-full height-full padding-bottom-2">
<div class="usa-card__container border-0">
<p>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.</p>
<ol class="guidance-list set-three">
<li>Provide a way to contact a human in any auto-response text</li>
<li>Provide information on how to opt out and opt back in</li>
@@ -122,9 +119,8 @@
<div class="usa-card__container border-0 width-full overflow-hidden guidance">
<img class="width-full" src="{{ asset_url('images/phone_grey.svg') }}" role="img" alt="Phone" />
<div class="position-absolute flex text-cener padding-5 padding-top-9">
<p class="text-center">Don’t forget about using auto-response text</p>
<p class="sms-message-wrapper text-center">
Dept of Social Services: This number is unmonitored. To {{circle_number(11) }} <b>contact us, call
<p class="sms-message-wrapper text-left">
Dept. of Social Services: This number is unmonitored. To {{circle_number(11) }} <b>contact us, call
888-123-4567</b>. We will never ask for personal details in a text. If you have questions about how to
protect your privacy, see state.gov/privacy {{circle_number(12) }} <b>Reply “STOP”</b> to this phone number
to opt out of receiving texts, and “START” to opt back in.
@@ -144,23 +140,23 @@
{% set card_header = "Harness trusted communication channels" %}
{% set card_contents = [
{
"image_src": asset_url('images/world-wide-web.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('images/community-2.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('images/headset.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('images/website.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 a public texting privacy policy.",
},
{
"image_src": asset_url('images/community-org.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('images/call-center.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" %}{%
@@ -168,20 +164,20 @@
{% set card_header = "Prepare your team" %}
{% set card_contents = [
{
"image_src": asset_url('images/grouping.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('images/project-management.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('images/grouping.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('images/project-management.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 %}

4
app/templates/views/guidance/guidance.html
View File

@@ -27,12 +27,12 @@ Guidance
"p_text": "Understand what is required when texting the public.",
},
{
"image_src": asset_url('images/handshake.svg'),
"image_src": asset_url('images/trust.svg'),
"card_heading": "Establish trust",
"p_text": "Help your audience anticipate and welcome your texts.",
},
{
"image_src": asset_url('images/runer-silhouette-running-fast.svg'),
"image_src": asset_url('images/runner.svg'),
"card_heading": "Write texts that provoke action",
"p_text": "Help your audience know what to do with the information you send.",
},

2
app/templates/views/guidance/multiple-languages.html
View File

@@ -1,6 +1,6 @@
{% extends "base.html" %}
{% set page_title = "Multiple Languages" %}
{% set page_title = "Multiple languages" %}
{% block per_page_title %}
{{page_title}}

96
app/templates/views/guidance/rules-and-regulations.html
View File

@@ -1,6 +1,6 @@
{% extends "base.html" %}
{% set page_title = "Rules and Regulations" %}
{% set page_title = "Rules and regulations" %}
{% block per_page_title %}
{{page_title}}
@@ -13,39 +13,45 @@
<p class="font-sans-lg 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.
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
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="../guidance/multiple-languages">translate your text messages</a> in
language for text messages if you expect to <a href="../guidance/multiple-languages">translate your text
messages</a> in
languages other than English.
</p>
{% set links = [
{
"p_text": 'The <a class="use-link usa-link--external" 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_text": 'The <a class="use-link usa-link--external"
href="https://www.fcc.gov/document/fcc-provides-guidance-enable-critical-health-care-coverage-calls"
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.'
},
{
"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 class="use-link usa-link--external"
href="https://www.performance.gov/cx/life-experiences/facing-a-financial-shock/outputs/fcc-training/"
target="_blank">a recorded training on public
benefits texting</a> provided by the FCC.'
},
{
"p_text": 'The <a class="use-link usa-link--external" 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_text": 'The <a class="use-link usa-link--external"
href="https://www.fcc.gov/document/fcc-provides-guidance-enable-critical-health-care-coverage-calls"
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.'
},
{
"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 class="use-link usa-link--external"
href="https://www.performance.gov/cx/life-experiences/facing-a-financial-shock/outputs/fcc-training/"
target="_blank">a recorded training on public
benefits texting</a> provided by the FCC.'
},
] %}
<h3>Complying with the Telephone Consumer Protection Act (TCPA)</h3>
<ul class="usa-collection">
@@ -55,22 +61,26 @@
{% if item.url_text %}
<h4 class="usa-collection__heading">
<a class="use-link usa-link--external" href="{{ item.url_link }}" target="_blank">{{ item.url_text }}</a>
</h4>
</h4>
{% endif %}
<p class="usa-collection__description">
{{item.p_text |safe}}
</p>
</div>
</li>
</div>
</li>
{% endfor %}
</ul>
</ul>
<h3>Opting out</h3>
<p>
There is no policy requirement for senders to communicate opt-out options, but <a href="../guidance/establish-trust#as-people-receive-texts"> 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.
There is no policy requirement for senders to communicate opt-out options, but <a
href="../guidance/establish-trust#as-people-receive-texts"> 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
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 class="usa-link usa-link--external"
href="https://docs.aws.amazon.com/pinpoint/latest/userguide/channels-sms-limitations-opt-out.html#settings-sms-self-opt-out-terms"
@@ -78,22 +88,30 @@
</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.
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.
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.
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
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 class="use-link usa-link--external"
href="https://www.fcc.gov/reassigned-numbers-database" target="_blank" rel="Reassigned Numbers Database">Reassigned
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>

92
app/templates/views/guidance/write-for-action.html
View File

@@ -1,7 +1,7 @@
{% extends "base.html" %}
{% from "components/guidance/circle_number.html" import circle_number %}
{% set page_title = "Write For Action" %}
{% set page_title = "Write for action" %}
{% block per_page_title %}
{{page_title}}
@@ -15,16 +15,22 @@
<p>
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.
language and provide easy to understand next steps.
</p>
<p>When deciding what types of messages to draft for your campaign, think through the following questions:</p>
<ul>
<li>What do you want recipients to do when they receive the text?</li>
<li>What will happen if a recipient doesn't take the action you want them to take?</li>
<li>Will you send any follow-up texts depending on if the action was taken or not?</li>
</ul>
<div class="usa-summary-box maxw-tablet" role="region" aria-labelledby="summary-box-establish-clear-goals">
<div class="usa-summary-box__body">
<h4 class="usa-summary-box__heading" id="summary-box-establish-clear-goals">
When deciding what types of messages to draft for your campaign, think through the following questions:
</h4>
<div class="usa-summary-box__text">
<ul class="usa-list">
<li>What do you want recipients to do when they receive the text?</li>
<li>What will happen if a recipient doesn't take the action you want them to take?</li>
<li>Will you send any follow-up texts depending on if the action was taken or not?</li>
</ul>
</div>
</div>
</div>
<h2>Be clear and concise</h2>
<ul>
<li>Use simple, everyday language. Keep the text short and clear. Stay under 300 characters.</li>
@@ -35,18 +41,15 @@
<li>Use a neutral, direct, and professional tone. This works better than a friendly or overly casual tone.</li>
</ul>
<h2>Build conditions for action</h2>
<ol>
</ol>
<p>For example, getting a person to update their mailing address:</p>
<ul class="usa-card-group flex-1 flex-wrap padding-top-2 guidance-flex-container">
<li class="flex-1 width-full height-full padding-bottom-2">
<div class="usa-card__container border-0">
<p>For example, getting a person to update their mailing address:</p>
<ol class="guidance-list">
<li>Clearly state the information and the response you want the recipient to take.</li>
<li>Point directly to where the action can be completed, not to more information.</li>
<li>Make sure the action can be completed via mobile phone, like calling a person or going to a mobile-friendly URL.
<li>Make sure the action can be completed via mobile phone, like calling a person or going to a
mobile-friendly URL.
</li>
<li>
Include at least two options for a recipient to take action. Some recipients may be more comfortable talking
@@ -62,25 +65,60 @@
<img class="width-full" src="{{ asset_url('images/phone_grey.svg') }}" role="img" alt="Phone" />
<div class="position-absolute flex text-cener padding-5 padding-top-9">
<p class="text-center">Write an introductory text before you start sending messages:</p>
<p class="sms-message-wrapper text-center">{{circle_number(1) }}State Medicare Agency: Hello, MEDICARE has attempted to
<p class="sms-message-wrapper text-center">{{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
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) }}
{{circle_number(4) }}call 1-800-MEDICARE for assistance. {{circle_number(5) }}We will attempt to send the
mail again
in 14 days.
</p>
</div>
</div>
</li>
</ul>
<h2>What provoking action looks like</h2>
<p>Feeling a sense of ownership can influence behavior.<br>
Example – <b>Don't miss this chance to get free internet</b> or $30 per month off your internet bill.</p>
<p><a href="https://www.ncbi.nlm.nih.gov/pmc/articles/PMC10002044/" target="_blank">Evidence shows</a> 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:</p>
{% set card_contents = [
{
"card_heading": "Feeling a sense of ownership can influence behavior.",
"p_text": "Example – <b>Don't miss this chance to get free internet</b> or $30 per month off your internet bill.",
},
{
"card_heading": "Individuals are strongly influenced by others’ behaviors.",
"p_text": "Example – <b>Thousands of residents</b> 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 <b>that belong to you</b>.",
},
] %}
{% with card_contents=card_contents, text_align='left' %}{% include "components/guidance/cards.html" %}{%
endwith %}
<!-- <ul class="usa-card-group">
{% for item in card_contents %}
<li class="usa-card tablet-lg:grid-col-4 widescreen:grid-col-4">
<div class="usa-card__container">
<div class="usa-card__header">
<h4 class="usa-card__heading">{{item.card_heading}}</h4>
</div>
<div class="usa-card__body">
<p>
{{item.p_text |safe}}
</p>
</div>
</div>
</li>
{% endfor %}
</ul> -->
<p>Individuals are strongly influenced by others’ behaviors.<br>Example – <b>Thousands of residents</b> already get an
average of $113/month in money for food.</p>
<p>Individuals perceive losses more powerfully than gains.<br>Example – Contact us for potentially unclaimed free
internet services <b>that belong to you</b>.</p>
</section>
{% endblock %}