Skip to content

Commit

Permalink
Merge pull request #1160 from GSA/449-one-pager-content-updates
Browse files Browse the repository at this point in the history 
449 one pager content updates
  • Loading branch information
@tdlowden
tdlowden authored Feb 1, 2024
2 parents 266b530 + 761c7bd commit e18054d
Show file tree
Hide file tree
Showing 6 changed files with 296 additions and 191 deletions.
Binary file added app/assets/images/product/security-review-message.png
View file
Loading
Sorry, something went wrong. Reload?
Sorry, we cannot display this file.
Sorry, this file is invalid so it cannot be displayed.
46 changes: 12 additions & 34 deletions app/content/get-started.md
View file
Original file line number Diff line number Diff line change
@@ -1,43 +1,21 @@
# Get started


1. ## Check if Notify.gov is right for you
<p>Read about our <a class="usa-link" href="{{ url_for('main.features') }}">features</a>, <a class="usa-link" href="{{ url_for('.pricing') }}">pricing</a> and <a class="usa-link" href="{{ url_for('main.roadmap') }}">roadmap</a>.</p>
1. ## Everyone starts in [Trial Mode](/using-notify/trial-mode)
Explore Notify, add team members, and practice [sending messages to teammates](/using-notify/trial-mode).

2. ## Personalize content
Learn how to [personalize messages](/using-notify/guidance) to increase response.

2. ## Create an account
{% if not current_user.is_authenticated %}
<p><a class="usa-link" href="{{ url_for('.register') }}">Create an account</a> for free and add your first Notify service. When you add a new service it will start in <a class="usa-link" href="{{ url_for('main.trial_mode_new') }}">trial mode</a>.</p>
{% else %}
<p>Create an account for free and add your first Notify service. When you add a new service, it will start in <a class="usa-link" href="{{ url_for('main.trial_mode_new') }}">trial mode</a>.</p>
{% endif %}

3. ## Write some messages
{% if True %}
<p>Add message templates with examples of the content you plan to send. You can use our <a class="usa-link" href="{{ url_for('main.guidance_index') }}">guidance</a> to help you.</p>
{% endif %}

4. ## Set up your service
{% if not current_user.is_authenticated or not current_service %}
<p>Review your settings to add message branding and sender information.</p>
<p>Add team members and check their permissions.</p>
{% else %}
<p>Review your <a class="usa-link" href="{{ url_for('.service_settings', service_id=current_service.id) }}">settings</a> to add message branding and sender information.</p>
<p>Add <a class="usa-link" href="{{ url_for('.manage_users', service_id=current_service.id) }}">team members</a> and check their permissions.</p>
{% endif %}
3. ## Check delivery status
[Analyze the delivery](/using-notify/delivery-status) of your messages and download reports

4. ## View messaging limits
Learn about message _parts_ and [how limits are calculated](/using-notify/pricing).

5. ## Start sending messages
{% if not current_user.is_authenticated or not current_service %}
<p>When you’re ready to send messages to people outside your team, go to the <b class="bold">Settings</b> page and select <b class="bold">Request to go live</b>. We’ll approve your request within one working day.</p>
{% else %}
<p>You should <a class="usa-link" href="{{ url_for('.support') }}">request to go live</a> when you’re ready to send messages to people outside your team. We’ll approve your request within one working day.</p>
{% endif %}

<!-- <li class="get-started-list__item">
<h2 class="usa-process-list__heading line-height-sans-1">Set up an API integration (optional)</h2>
<p>You can use the Notify API to send messages automatically.</p>
<p>Our <a class="usa-link" href="{{ url_for('main.documentation') }}">documentation</a> explains how to integrate the API with a web application or back office system.</p>
</li> -->
To remove the restrictions of Trial Mode and begin sending messages to clients complete the [Live Campaign Form](https://airtable.com/appe4n7jYOALPLcyU/shrIPWnLTw9U1fclL).
We’ll respond within one business day.

<!-- <p>Check <a class="usa-link" href="{{ url_for('main.how_to_pay') }}">how to pay</a> if you’re planning to exceed the <a class="usa-link" href="{{ url_for('.pricing', _anchor='text-messages') }}">free text message allowance</a>.</p> -->
### Questions?
[Contact the Notify team](/support)
272 changes: 193 additions & 79 deletions app/templates/views/guidance/index.html
View file
Original file line number Diff line number Diff line change
Expand Up @@ -11,115 +11,229 @@

<h1 class="font-body-2xl margin-bottom-3">Guidance</h1>

<p>This guidance is for teams using Notify.gov to send text messages.</p>

<p>It explains how to:</p>
<p>Notify allows you easily to create templates for messages for your recipients. You can customize messages to encourage
your recipient to manage their benefits and increase follow through.</p>
<p>Below we explain how to:</p>

<ul class="list list-bullet">
<li><a class="usa-link" href="#editandformat">edit and format messages</a></li>
<li><a class="usa-link" href="#customization">add customization</a></li>
<!-- <li><a class="usa-link" href="{{ url_for('.send_files_by_email') }}">send files by email</a></li> -->
<li><a class="usa-link" href="#format-content">Format your content</a></li>
<li><a class="usa-link" href="#add-links">Add links</a></li>
<li><a class="usa-link" href="#personalize-content">Personalize your content</a></li>
<li><a class="usa-link" href="#conditional-content">Add conditional content</a></li>
<li><a class="usa-link" href="#indentify-program">Identify your program</a></li>
<li><a class="usa-link" href="#prepare-data">Prepare your data</a></li>
<li><a class="usa-link" href="#prevent-fraud">Prevent fraud</a></li>
</ul>

<h2 class="font-body-lg" id="#formatting">Edit and format messages</h2>
{# Format content #}
<h2 class="padding-top-1" id="format-content">Format your content</h2>
<p>Effective texts will help your message recipients take the steps needed to secure and keep the benefits and services
they depend on. To craft an effective text:</p>

<p>This section explains how to:</p>
<ul class="list list-bullet">
<li><a class="usa-link" href="#formatting">format your content</a></li>
<li><a class="usa-link" href="#links">add links</a></li>
<li><a class="usa-link" href="#personalised-content">personalize your content</a></li>
<li><a class="usa-link" href="#optional-content">add optional content</a></li>
<li>Choose your messages thoughtfully. Text messages are best to remind/nudge someone to take a specific action or
communicate information at a particular time rather than pushing out broad or overly general information.</li>
<li>Clearly state the issue and expected response. Tell your recipient what you expect from them.</li>
<li>Say only one important thing per message.</li>
<li>Frame the message to encourage action and explain the consequences of not completing the desired action.</li>
</ul>

<h3 class="font-body-lg" id="formatting">Format your content</h3>

<p>You can see a list of formatting instructions on the edit template page:</p>

<ol class="list list-number">
<li>Go to the {{ service_link(current_service, 'main.choose_template', 'templates') }} page.</li>
<li>Add a new template or choose an existing template and select <b class="bold">Edit</b>.</li>
<h3>To create and format your message</h3>
<ol class="list">
<li>All messages start from a template</li>
<li>Click “Send Messages”. You’ll see existing templates.</li>
<li>Add a new template or choose an existing template and select Edit.</li>
</ol>

<h3 class="font-body-lg" id="links">Add links</h3>

<p>When composing a text message, write URLs in full and Notify will convert them into links for you.
</p>

<p>You cannot convert text into a link.
<!-- Research shows that people like to check a URL looks genuine before clicking the link in an email. This is hard to do if the URL is hidden behind clickable link text.-->
</p>

<p>We do not recommend using a third-party link shortening service because:</p>
{# Add links #}
<h2 class="padding-top-1" id="add-links">Add links</h2>
<p>When composing a text message, links to websites or online applications can help your recipient respond quickly.</p>

<ul class="list list-bullet">
<li>your users cannot see where the link will take them</li>
<li>your link might stop working if there’s a service outage</li>
<li>you can no longer control where the redirect goes</li>
<li>Write URLs in full and Notify will convert them into links for you. Note that you cannot hyperlink text in Notify
messages.</li>
<li>For link click tracking, you can consider adding campaign parameters to URLs.</li>
<li>All links should point to a government domain.</li>
<li>Link directly to where your recipient needs to take action, not to more information.</li>
</ul>

<h3 class="font-body-lg" id="personalised-content">Personalize your content</h3>

<p>To personalize the content of your messages, add a placeholder to the template.</p>

<p>Placeholders are filled in with details, like a name or reference number, each time you send a
message.</p>

<p>To add a placeholder to the template:</p>

<ol class="list list-number">
<li>Go to the {{ service_link(current_service, 'main.choose_template', 'templates') }} page.</li>
<li>Add a new template or choose an existing template and select <b class="bold">Edit</b>.</li>
<li>Add a placeholder using double brackets. For example: Hello ((first&nbsp;name)), your reference is
((ref&nbsp;number)).</li>
<li>Select <b class="bold">Save</b>.</li>
</ol>

<p>When you send a message you can either:</p>
<h3>About link-shortening services</h3>
<p>We do not recommend using a third-party link-shortening service because:</p>
<ul class="list list-bullet">
<li>Your recipient cannot see where the link will take them, which could make them suspect the link is spam/scam.</li>
<li>Your link might stop working if there’s a service outage.</li>
<li>You can no longer control where the redirect goes.</li>
</ul>

{# Personalize content #}
<h2 class="padding-top-1" id="personalize-content">Personalize your content</h2>
<p>Personalizing your content can increase response rates and help the recipient know the text is legitimate.</p>
<ul class="list list-bullet">
<li>manually fill in the placeholders yourself</li>
<li>upload a list of personal details and let Notify do it for you</li>
<li>Including a person’s first name increases response rates.</li>
<li>Specific details such as time and location of an appointment or where suspected fraud use occurred encourages action.</li>
</ul>

<p>If you upload a list, the column names need to match the placeholders in your template.</p>
<h3>To personalize your content</h3>
<ol class="list">
<li>Add a placeholder to your content by placing two brackets around the personalized elements.</li>
<li>You can manually enter the personalized content or you can upload a spreadsheet with the details and let Notify do the
work for you. See <a href="#prepare-data">data preparation</a>.</li>
</ol>

<h3 class="font-body-lg" id="optional-content">Add optional content</h3>
<h4>Example</h4>
<p>To personalize with the recipient's first name and include a reference number:</p>
<p class="padding-2 bg-base-lightest">State WIC: Hello ((first name)), your reference is ((ref number)). Please provide this number when you call 123-123-1234 to make an appointment.</p>

<p>To add optional content to your messages:</p>
{# Add conditional content #}
<h2 class="padding-top-1" id="conditional-content">Add conditional content</h2>
<p>Conditional (or optional) content appears only when a recipient meets certain criteria. This feature allows you to make
all or part of the message contingent upon specific criteria associated with the recipient.</p>

<ol class="list list-number">
<li>Go to the {{ service_link(current_service, 'main.choose_template', 'templates') }} page.</li>
<li>Add a new template or choose an existing template and select <b class="bold">Edit</b>.</li>
<li>Use double brackets and ?? to define optional content. For example, if you only want to show something to people
who are under 18: ((under18??Please get your application signed by a parent or guardian.))</li>
<li>Select <b class="bold">Save</b>.</li>
<h3>To add conditional content</h3>
<ol class="list">
<li>Use two brackets and ?? to define the conditional content.</li>
<li>You can manually enter the conditional content or you can upload a spreadsheet with the personal details and let Notify
do the work for you. See <a href="#prepare-data">data preparation</a>.</li>
</ol>

<p>For each person you send this message to, specify ‘yes’ or ‘no’ to show or hide this content. You
can either:</p>
<h4>Examples</h4>
<ol class="list">
<li>If you only want to show something to people who are under 18:
</br>
<p class="padding-2 bg-base-lightest">State SNAP: Renewal applications are due by March 15. ((under18??Please get your application signed by a parent or
guardian.))</p>
</li>
<li>
If you want to make people who are homebound aware of the option of virtual visits (but not other message recipients):
</br>
<p class="padding-2 bg-base-lightest">State Medicaid: Please call 123-123-1234 to schedule an appointment. ((homebound??Virtual visits are available.))</p>
</li>
<li>
If you want to send a messages in different languages to different recipients:
</br>
<p class="padding-2 bg-base-lightest">((English??We’ve identified unauthorized use on your EBT account. Call the phone number on the back of your card to
cancel or go to your local CSO for immediate replacement.))((Spanish??Hemos identificado un uso no autorizado en su
cuenta EBT. Llame al número de teléfono que aparece en el reverso de su tarjeta para cancelarla o diríjase a su CSO
local para que se la sustituyan inmediatamente.))</p>
</li>
</ol>

<ul class="list list-bullet">
<li>do this yourself</li>
<li>upload a list of personal details and let Notify do it for you</li>
</ul>

<p>If you upload a list, the column names need to match the optional content in your template.</p>
{# Identify your program #}
<h2 class="padding-top-1" id="identify-program">Identify your program</h2>
<p>You can help your recipients identify your texts as legitimate by customizing your messages to clearly state who they
are from. Consider using the program or benefit name that is most familiar to your recipients.</p>

<h2 class="font-body-lg" id="customization">Message customization</h2>
<h3>To customize your program name</h3>
<p>To change the text message sender from the default service name:</p>
<ol class="list">
<li>Go to the <a href="{{ url_for('main.service_settings', service_id=current_service.id) }}">Settings page</a></li>
<li>Select “Start text messages with service name.”</li>
<li>Change the service name to a familiar program or benefit.</li>
</ol>

<h3 class="font-body-lg">Change the text message sender</h3>
{# Prepare your data #}
<h2 class="padding-top-1" id="prepare-data">Prepare your data</h2>
<p>The easiest and most efficient way to personalize your content is by uploading a spreadsheet. Notify can accommodate
many file formats and structures.</p>

<p>The text message sender tells your users who the message is from.</p>
<h3>File format</h3>
<p>Notify can accept files in the following formats: CSV, TSV, ODS, and Microsoft Excel.</p>

<p>To change the text message sender from the default of ‘Notify.gov’:</p>
<h3>File structure</h3>
<ul class="list">
<li>The phone number must be in the first column (Column A) and must be labeled <strong>Phone number</strong>.</li>
<li>Each column must have a unique name.</li>
<li>If you are using Excel, you must either disable the”auto-date/time format” for time and date columns or convert the file
to a CSV prior to loading. (If you do not, Excel will display date/time data in a confusing format.)</li>
</ul>

<h3>Formatting personalized content</h3>
<p>If you are sending a message with personalized content, such as the first name of the recipient or the appointment time
and location, the names of the column headings have to match the indicator included in the message template.</p>
<p>For example, if the personalized content is the first name of the recipient, and we are using the spreadsheet below, the
indicator in the message needs to be ((First name)), not ((firstname)) or ((name)).</p>

<h3>Formatting conditional content</h3>
<p>If you are sending messages with conditional content, such as content based on the recipient’s preferred language or
location, the flag to receive the content needs to be captured in its own column with a Yes or No (Y/N) flag.</p>

<h3>Example</h3>
<table class="usa-table">
<caption class="usa-sr-only">
Example
</caption>
<thead>
<tr>
<th scope="col">Phone number</th>
<th scope="col">First name</th>
<th scope="col">Last name</th>
<th scope="col">Spanish</th>
<th scope="col">English</th>
<th scope="col">Date</th>
<th scope="col">Time</th>
<th scope="col">Location</th>
</tr>
</thead>
<tbody>
<tr>
<td>123-456-7890</td>
<td>Lulu</td>
<td>Praether</td>
<td>N</td>
<td>Y</td>
<td>November 2, 2023</td>
<td>3:25</td>
<td>123 Ford Rd.</td>
</tr>
<tr>
<td>234-567-8901</td>
<td>Sela</td>
<td>Appel</td>
<td>Y</td>
<td>N</td>
<td>November 2, 2023</td>
<td>4:00</td>
<td>123 Ford Rd.</td>
</tr>
<tr>
<td>123-456-7890</td>
<td>Dexter</td>
<td>Moseley</td>
<td>N</td>
<td>Y</td>
<td>November 2, 2023</td>
<td>2:00</td>
<td>123 Ford Rd.</td>
</tr>
</tbody>
</table>

{# Preventing fraud #}
<h2 class="padding-top-1" id="prevent-fraud">Preventing fraud</h2>
<p>Texting fraud is ever prevalent and while we can’t eliminate the risk, we can reduce the chances that recipients will
fall victim to fraud.</p>
<ol class="list">
<li>Never send unnecessary or protected private information.</li>
<li>Remind your recipients that text messaging is not a secure means of communication and they should not send you private
information via text.</li>
<li>Only include links to websites and online applications that are secure.</li>
<li>Send an introductory text letting recipients know you will be texting them and to save the number in their phone.</li>
<li>Include an auto-response with the name of your organization and a contact phone number.</li>
</ol>

<ol class="list list-number">
<li>Go to the <b class="bold">Text message settings</b> section of the {{
service_link(current_service, 'main.service_settings', 'settings') }} page.</li>
<li>Select <b class="bold">Manage</b> on the <b class="bold">Text message
senders</b> row.</li>
<li>Select <b class="bold">Change</b> or <b class="bold">Add text message
sender</b>.</li>
<h3>Examples</h3>
<ol class="list">
<li>Introductory text:
</br>
<p class="padding-2 bg-base-lightest">State Transit Dept: We're piloting a new way to get important reminders to our staff. Save this number to your phone,
you'll receive updates from us here.</p>
</li>
<li>Auto-response text:
</br>
<p class="padding-2 bg-base-lightest">State Agency: This number is unmonitored. To contact us, call us at 123-123-1234. We will never ask for personal details
in a text. If you have questions about how to protect your privacy, see statename.gov/privacy.</p>
</li>
</ol>

{% endblock %}
Loading

0 comments on commit e18054d

Please sign in to comment.