Text Messaging

How We Plan To Use Text Messaging

1. Objectives of Text Messaging Use
Text messaging can provide timely, concise, and actionable information to improve efficiency and customer satisfaction. The primary objectives are to:
  • Enhance speed of communication for urgent IT issues.
  • Automate routine notifications such as appointment reminders and service updates.
  • Provide a convenient, asynchronous communication channel for clients to report issues or receive status updates.
2. Use Cases
The following are specific scenarios where text messaging can be used:
Category Specific Use Case Example Message (Template)
Customer Support Ticket confirmation and updates Hi [Customer Name], your ticket #[Ticket ID] has been received and assigned to a technician. We'll provide an update ASAP.
Appointments/Scheduling Service appointment reminders Hi [Customer Name], this is a reminder of your IT appointment with [Technician Name] today at [Time].
System Alerts Major service outage notifications [System Alert] A major network outage is affecting the [Area] region. Our team is investigating, and we will send updates.
Internal Communications Urgent internal team alerts [URGENT] Server 4 offline. All hands on deck in the data center.
3. Compliance and Consent (Legal Requirements)
Adherence to regulations like the Telephone Consumer Protection Act (TCPA) and the Cellular Telecommunications & Internet Association (CTIA) guidelines is mandatory.
3.1. Obtaining Consent (Opt-In)
Explicit, documented consent from all recipients is needed before sending text messages. Methods for obtaining consent will include:
  • Web Forms: A clear, un-preselected checkbox on web forms for SMS consent.
  • Physical Forms: A signed document with an optional SMS consent checkbox for in-person sign-ups.
  • Text-to-Join: Users can initiate contact by texting a specific keyword to our number (e.g., SUPPORT).
3.2. Clear Instructions (Opt-Out/Help)
Every automated or mass message will include clear instructions on how to stop receiving messages or get help.
  • Opt-Out: Recipients can reply STOP to opt out of messages.
  • Help: Recipients can reply HELP for support information.
3.3. Record Keeping
Secure records of all consent agreements and opt-out requests must be maintained for tracking and compliance purposes.
4. Best Practices and Guidelines
To ensure effective and professional communication, the following guidelines must be followed:
  • Be Concise: Messages must be short and focused on a single idea.
  • Be Professional: Use a consistent, but human, voice. Avoid excessive abbreviations or slang in professional communications.
  • Be Purposeful: Only send messages that are relevant and provide value to the recipient (e.g., updates, reminders, resolutions). Avoid “over-communication”.
  • Include Next Steps/CTAs: Guide the recipient on what to do next (e.g., “Click the link for details,” “Reply to confirm,” “Expect a call”).
  • Respect Time: Avoid sending non-urgent messages outside of typical business hours unless in the case of an emergency alert.
5. System and Implementation
A dedicated business text messaging platform (rather than personal devices) can be used to manage contacts, track interactions, and ensure compliance with all regulations. The system will have features for:
  • Managing opt-ins and opt-outs.
  • Message scheduling and automation.
  • Analytics on delivery rates and engagement.
  • Security and privacy of client data in line with our privacy policy.
This plan ensures that text messaging is used responsibly and effectively to serve clients better.