Texting the Public: Best Practices and Tips
A practical guide for government teams on how to design, test, and run effective public text message campaigns for benefits and service communications.
This resource walks through how to use text messaging to prompt timely action from residents, such as reminders, status updates, and fraud alerts, while avoiding common pitfalls like overly long or frequent messages.
It outlines best practices for setting clear goals, ensuring compliance and consent, protecting privacy, and building trust through legitimacy markers like recognizable sender information and official links. It also provides guidance on writing concise, actionable messages, preparing staff and call centers for inbound questions, and using basic testing and feedback loops to improve outcomes over time.
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