GEAR UP Georgia Texting Strategy Session

Transcription

1 GEAR UP Georgia Texting Strategy Session

2 Learning Objectives 01 Find your voice: Create a texting personality that students trust and respect 02 Choose your content: Know what you re sending and why 03 Write your messages: Write personalized, timely messages that really work 04 Work smarter: Learn texting tips and tricks that will make life easier for your staff 2

3 Getting Started: Who are you texting? When are you texting them? What s your goal? How are you measuring success? 3

4 FIND YOUR VOICE

5 Find Your Voice: Personality Team consistency Formal vs. casual tone 03 Emojis and MMS 5

6 Find Your Voice: Abbreviations Use These: BTW/btw FYI/fyi Info Qs/?s LMK/lmk Not These: U R 2, 4 Y CU 6

7 Find Your Voice: Simplicity Instead of: Utilize Select Make a decision You can click on this Try: Use Choose Decide Click 7

8 Find Your Voice: Proactive Vs. Reactive Reactive: Text 300 students about their late applications Proactive: Text 1,000 students about an upcoming application deadline 8

9 CHOOSE YOUR CONTENT

10 For each text message, ask yourself: 01 What s the goal? 02 Who s the audience? 03 When does this need to be sent? 10

11 02 Choose Your Content: 01 Introduce Who you are 02 Why you re texting 03 How to opt out 11

12 12 Introduce: Example Text

13 Choose Your Content: 01 Nudge Deadline-driven 02 Task reminders 03 Call to action 13

14 Nudge: Real Texts 57% response rate 14

15 Choose Your Content: Encourage Relationshipbuilding More than yes/no response Beginning, middle, and end of semester 15

16 Choose Your Content: Encourage Our students love when we send them funny gifs and emojis. We get really high response rates when we send our Halloween text out. They like when we text them to say we re thinking about them. I know it goes against traditional thinking...but we just try to create a warm environment that urges them to reach out for help when they need it. And then we supplement that with college or career tips and resources. - Stephanie Fiorelli, Postsecondary Success Manager, The Urban Assembly 16

17 Encourage: Real Texts 47% response rate 17

18 Choose Your Content: Inform Send key, targeted info Good time to use MMS Not intended to elicit responses - but you ll probably get some! 18

19 Inform: Real Texts 51.4% response rate Doesn t ask a question! 19

20 MESSAGE TYPES

21 PROGRAM MESSAGES Schedule data-driven messages that have automated follow-up actions. WHO: Work with your Customer Success Manager to add program messages WHERE: See and edit in your calendar WHY: Responses are measured and can trigger future actions (updating data, sending a message). Save true/false to completed_fafsa

22 QUICK MESSAGES Instantly send personalized messages to entire programs, selected groups, and contacts. WHO: Anyone with a Signal Vine account WHERE: Anywhere on the platform WHY: It s easy to send personalized messages without sending your messages to Customer Success.

23 ONE-TO-ONE MESSAGES Send a single message to a single contact. WHO: Anyone with a Signal Vine account WHERE: In a contact s profile WHY: One-to-one messages are the most personal and provide individual support to address a contact s unique needs.

24 WRITE YOUR MESSAGES

25 Write Your Messages: Anatomy of a Personalized Text Personalized 160 Characters Hi Sara, this is Dave. Have you signed up yet for the School of Business information session? Make sure you do this by 6/30. Register here! bit.ly/reg Relevant Timely Actionable

26 WORK SMARTER

27 SEND AT THE RIGHT TIME Schedule messages between 10 AM and 3 PM to get responses from college students. Work Smarter: SET A REMINDER Add messages to your own personal calendar so you know when to log in and manage incoming responses. Plan Ahead 27

28 Work Smarter: Save Time AUTOMATE MESSAGE FLOWS Have you submitted your application? If yes : Great job! Keep up the good work! You should hear a response in the next week. If no : There s still time - submit it by 7/15. USE SIGNAL STRENGTH Keep students in the message flows by using response management tools. 28

29 Work Smarter: Save Time CREATE A MESSAGE BANK Create a bank of responses to commonly asked questions. TURN ON THE AUTO RESPONDER Use if you are not going to be able to log into Signal Vine for a few days. 29