10 Tips for Text Messaging in the Public Sector

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Reach people where

they are with thetechnology that’s alreadyin their pocket, 24/7.

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WHY TEXT MESSAGING

2-3x more text sent by non-Caucasian

audiences.

of Americans who exchange more than 50 messages a day

say they would rather get a text than a call.

those with lower levels of income and education text more often than those at

the higher end of the income and

education scale.

of American adults own cell phones and

¾ of them (73%) send and receive text

messages.

90% 55%

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HOW DOES IT WORK?

10 tips for text messagingIn the public sector

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TIP 1: SUPPORT THE ENTIRE JOURNEY

PLAN + RECRUIT SAVE STAFF TIME FOLLOW-UP

• Prequalify + enroll clients via text.

• Upload your clients’ phone numbers.

• Click 1 button instead of making 100 or 10,000 calls or coding surveys.

• Send bite-sized interventions to fill gaps between meetings.

• Send reminders or additional resources.

• Provide convenient, ongoing point of contact.

EVAL + ITERATE

• Easily reach people afterward for long-term evaluation.

• Measure program outcomes so it can improve and grow.

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ImproveCitizen Involvement

EnhancePublic Awareness

Promote &Transform Services

TIP 2: IDENTIFY GOALS AND OBJECTIVES

Accelerate & streamline usage of your services

Payments Renewals Registrations Applications

Inform and engage citizens to drive changes in behavior

Payments Renewals Registrations Applications

Increase the contributionsof your community

Attendance Participation Feedback Usage

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TIP 3: START BY ASKING A QUESTION

Use a hook question to engage your audience.

• Example: Request feedback on controversial proposal to handle growing traffic.

“I’ve been very pleased with the results.... It was a great way to get a quick read on community opinion! We got nearly 900

responses in only a few weeks!”

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Keep Surveys to 5-8 Questions

Examples:

• Glasses were mailed last week. Did you get them yet?

• Is your child still wearing the glasses?

• How have the glasses made a difference for your child?

50% response rate within the first hour.

TIP 4: SET OPTIMAL # OF SURVEY QUESTIONS

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TIP 5: USE SKIP LOGIC

Skip Logic allows you to send respondents to a future point based on how they answer a question.

Example: If respondents indicate they are not 18 years or older (if required)

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TIP 6: AUTOMATE TO MAXIMIZE RESULTS

Example: Ventura County HSA

Automated notifications that notified benefit recipients before they expire to reduce overall churn.

Note: GovDelivery now offers automated text messaging in 6 supported languages.

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TIP 7: HAND OUT FLYERS

Example: Economic development engagement at Creative Economy Town Hall

Flyers handed to attendees as they walked in the door.

150 people described their businesses, challenges +

opportunities for growth, and ideas for how the city

could help.

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TIP 8: SOLICIT PHOTOS

Solicit photos and submissions of potholes and other travel issues.

Photos could help provide specifics on station or park

cleanliness.

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TIP 9: BE PERSISTENT

Send tips or exercises by text for persistent, bite-sized education

“Today your child learned about dinosaurs in class.

Ask them what their favorite was, and why.”

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Example: Philadelphia Bike Share Stations• 90 sidewalk stickers at

shortlisted sites that asked for feedback:

• Is this a good spot? Why or why not? Any better sites in the immediate area?

Crowdsourced site alternatives, revised

station list

TIP 10: ASK FOR FEEDBACK & MAKE CHANGES

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GOVDELIVERY: 100% GOVERNMENT FOCUSED

Secure

Awarded with multiple high-level federal and international security

certifications.

Gov’t Experts

Built by a team from government that understands your

unique perspective.

Easy to Buy

Available through various contract

vehicles.

Compliant

Conforms to section 508 of the

Rehabilitation Act of 1973 and W3C WCAG

Guidelines.

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SURVEY

YES, THANKS!

NOT REALLY. NOTHING I DIDN’T ALREADY KNOW

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