{{item.card_heading}}
+ {% if item.card_heading %} ++ {{item.card_heading}} +
- {{item.p_text}} +
+ {{item.p_text|safe}}
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 + 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
+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% +
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 @@ -50,18 +55,18 @@ document submission, and maintenance reminders.
Appointment reminders
-Benchmark: Clients were 79% more likely to keep their - appointment after receiving a text reminder.
+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
+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 + 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.
diff --git a/app/templates/views/guidance/clear-goals.html b/app/templates/views/guidance/clear-goals.html index 52203f2c8..01fba51de 100644 --- a/app/templates/views/guidance/clear-goals.html +++ b/app/templates/views/guidance/clear-goals.html @@ -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 @@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.
+ + }})
+ +
Add new header here
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", - }, + { + "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 %}
@@ -111,34 +126,40 @@
-
- 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? +
- 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? +
- 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?
-
+
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 + 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 + 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 + are coming from you
- Opt out – Provide opt-out instructions and a disclaimer for the potential cost of receiving the text @@ -55,13 +52,14 @@
- 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. +
- 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. + 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.
-
+
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 @@ -122,9 +119,8 @@
- 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? -
- 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? +
- Use simple, everyday language. Keep the text short and clear. Stay under 300 characters. @@ -35,18 +41,15 @@
- Use a neutral, direct, and professional tone. This works better than a friendly or overly casual tone.
-
+
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. +
- 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
@@ -62,25 +65,60 @@
Write an introductory text before you start sending messages:
-
+ {% endfor %} - +
-- +Don’t forget about using auto-response text
-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. + 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 + 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 + 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": - "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 recorded training on public - benefits texting provided by the FCC.' - }, + { + "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": + "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 recorded training on public + benefits texting provided by the FCC.' + }, ] %}Complying with the Telephone Consumer Protection Act (TCPA)
-
@@ -55,22 +61,26 @@
{% if item.url_text %}
{{ item.url_text }} -
+ {% endif %}{{item.p_text |safe}}
-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. + 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 + 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
- 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.
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. + 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. + 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 + 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 + href="https://www.fcc.gov/reassigned-numbers-database" target="_blank" + rel="Reassigned Numbers Database">Reassigned Numbers Database to identify phone numbers that may have been reassigned since your agency obtained them.
diff --git a/app/templates/views/guidance/write-for-action.html b/app/templates/views/guidance/write-for-action.html index 2712a6d91..29651573f 100644 --- a/app/templates/views/guidance/write-for-action.html +++ b/app/templates/views/guidance/write-for-action.html @@ -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 @@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.
- -When deciding what types of messages to draft for your campaign, think through the following questions:
--
-
++++ When deciding what types of messages to draft for your campaign, think through the following questions: +
+++-
+
Be clear and concise
Build conditions for action
--
-
-
For example, getting a person to update their mailing address:
What provoking action looks like
-Feeling a sense of ownership can influence behavior.
+
- Example – Don't miss this chance to get free internet or $30 per month off your internet bill.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/guidance/cards.html" %}{% + endwith %} + -Individuals are strongly influenced by others’ behaviors.
- -
Example – Thousands of residents already get an - average of $113/month in money for food.Individuals perceive losses more powerfully than gains.
{% endblock %}
Example – Contact us for potentially unclaimed free - internet services that belong to you.
@@ -79,12 +77,10 @@
-Write an introductory text before you start sending messages:
--
-For example, we’ve seen Medicaid programs use trust-markers in renewal - texts
@@ -112,6 +106,9 @@
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? +
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 + target="_blank">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: + 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].
++ 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.
-Start small
+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. + 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 @@ -154,13 +175,14 @@
- 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:
-
-
An example of key messages in direct mail
}})
Prime your audiences to trust you
-To reinforce legitimacy, include these key messages in your outreach: