Digital Communications

On an average day, you probably have your phone next to you most of the time. It’s either in your pocket or purse or sitting next to you at your desk. So, why is this important? Using text messaging to communicate with your audience is a effective, quick way to send out relevant information. You can reach people where they are with the technology that’s always with them.

So, what are some best practices to incorporate text messaging in the public sector? Thankfully, GovDelivery came out with 10 Tips for Text Messaging in the Public Sector.

Tip 1: Support the Entire Journey. Getting text messaging integrated in your digital communication platform is the first step, but you have to follow through. Make sure texts are being received and provide convenient, ongoing point of contact for the citizen. You want to constantly receive feedback and measure outcomes to keep improving.

Tip 2: Identify Goals and Objectives. Having goals is important because it keeps you on track as you are integrating something new. Ask yourself how you want to promote and transform your services, how you want to enhance public awareness and how you can improve citizen involvement. Messages can differ from each agency but you know you to streamline your services, inform and engage citizens and increase the contributions of your community. Knowing this and asking questions can help you better identify your goals and objectives.

Tip 3: Start by Asking a Question. When you start promoting text messaging, use a hook question to engage your new audience immediately. For example, request feedback on a controversial proposal to handle growing traffic. You’ll receive valuable feedback, while opening a new communication channel with your audience.

Tip 4: Set an Optimal Number of Survey Questions. Text communications can be undermined by convoluted or lengthy interactives. Keep your surveys short and simple. They should be 5 to 8 simple and direct questions.

Tip 5: Use Skip Logic. Skip Logic allows you to send respondents to a future point based on how they answer a question. Say a respondent indicates they are not 18 years or older. Using skip logic, you can allow the user to proceed in the way that is appropriate, avoiding unnecessary questions.

Tip 6: Automate to Maximize Results. Automated notification or responses can help you and the recipient. The automatic responses will get to the recipient before they are not interested anymore.

Tip 7: Hand Out Flyers. Don’t rely on word of mouth or online mediums to start you texting program. When you are at an event or host a meeting, hand out flyers that encourage text messaging and explain how users can be involved by sending in texts. Ask your audience who they are, what they want to discuss and how they want to fix it. These questions can guide your whole discussion.

Tip 8: Solicit Photos. Solicit photos, like submissions of potholes and other travel issues. These could help provide specifics on station or park cleanliness. This is a way to let the citizen send in information and for you to keep others informed.

Tip 9: Be Persistent. Send tips or exercises by text messages for persistent, bite-sized education. You don’t want to send a long text where the recipient could lose focus or get annoyed. Sending simple facts, updates and questions will keep your citizens engaged.

Tip 10: Ask for Feedback & Make Changes. After using texting, ask the citizens what they liked and didn’t like. See what worked and adjust accordingly. You can ask about new city changes and see how the citizens like the new park or bike stations and receive feedback in an efficient and quick way.

These 10 tips can help facilitate texting in the public sector. Text messaging is a highly effective communication tactic that allows you to reach your audience using a device they already have.

To read more about mobile communication, click here.