J12: Text Messaging Platform Policy

Responsibility for Maintenance:  Information Technology Services; Marketing & New Media

I. Policy Statement

The majority of messages intended for the campus community are best communicated by using the campus communication request form available at https://www.sunyocc.edu/communication-requests so they can be considered for campus communication channels like the monitors, LED entrance boards, websites and social media. OCC’s text messaging platform is an additional method of communication that Onondaga Community College (OCC) uses to supplement communications that are critical to a student’s enrollment and retention at OCC. This policy is devoted to this medium.

II. Reason for Policy

To ensure that OCC’s text messaging platform is consistently used in an effective manner for conveying accurate and timely information externally and to comply with the college’s obligations under the Federal Communications Commission’s Telephone Consumer Protection Act, which applies to all not-for-profit organizations.

III. Applicability of Policy

This policy applies to all employees of the College.

IV. Related Documents

Onondaga Community College Policy J2 Internet Privacy

Onondaga Community College Policy C1 Compliance with the Family Educational Rights and Privacy Act

V. Contacts

VI. Procedures

Text messaging platforms can use used by authorized college officials to relay information about admissions and academic requirements or deadline, registration information, financial aid, and other matters that are time sensitive and necessary for student success. Authorized officials who use the platform will be appointed by Enrollment, Development and Communications and are responsible for monitoring and approving text messaging requests on behalf of their department and/or division using College authorized tools to ensure compliance with the procedures below. This does not include routine communications between faculty to students via text message that is student initiated or when a mobile number is provided by a student to faculty/staff for the purpose of text communication.

1. Students must opt-in to receive text messages from non-essential departments and ensure their contact information held by OCC is current. Essential departments that are the exceptions to this rule are limited to Registration and Records, Student Accounts, Information Technology Services, and Financial Aid, which may auto opt-in students. 

2. Authorized text messaging officials must abide by all other policies regarding content, as well as ensure the following:

• Content is accurate.
• Wording is succinct and appropriate.
• Tone is casual but professional and ends with a question when a response is desired.
• List of recipients is correct.
• Information within the message is directly related to the student and/or their studies.
• Message clearly states the action that the student needs to take or how the information impacts the student and who to contact for additional information.
• Number of messages received by a student should be appropriate to ensure he/she will continue to regard the text messages as important information.
• Messages are sent with adequate time for the action or activity.
• Text messaging must not be used as the sole means of communicating an essential message or announcement. The text message must be supplemented by some other means of communication, such as an email, website, or paper notice, to ensure that all students, including those who have not opted-in, receive the message.

3. Non-emergency text messaging must NOT be used as the or for the following:

• Sole method of communication.
• Communicating personal or confidential information.
• Sending general information to large populations (e.g., "Fall classes start Monday!").
• Personal matters (e.g., items for sale, farewell messages).
• Appeals on behalf of individuals or groups of students (e.g., to attend social, cultural or sporting events, unless the student opted-in for text messages regarding these topics).
• Sending any messages containing social security numbers, passwords, credit card numbers or any FERPA-protected data. These are strictly prohibited.
• The college maintains a separate system for emergency alerts, which are issued at the sole discretion of Campus Safety.

4. All messages must be tagged with the appropriate identifier so recipients can immediately recognize who it’s from. For example, if an authorized official is sending an initial text message, open with, “Hi Becky, it’s Chris Smith from Admissions.” On all subsequent communications, authorized officials can sign off at the end of text message: “ – Chris Smith, Admissions.”

5. Individuals wanting a message sent on their behalf using the text platform must complete the Online Text Request Form and receive approval before a text can be sent to students. Authorized officials do not need prior approval to send periodic messages.

6. Messages should be as concise as possible (while still maintaining a conversational tone when appropriate) and should address the student directly (e.g., “Your financial aid form is due on Friday,” rather than, “Financial aid forms are due on Friday.”). They should include essential points and, if needed, further instruction (e.g., “Check your email for full details.”).

7. Abbreviations and text messaging lingo should never be used to represent words critical the messages meaning and understanding.

8. The OCC non-emergency text messaging service is integrated with Colleague and allows for managing individuals and groups of communications. Any changes in the software or services must be approved by Information Technology Services to ensure secure, accurate and well-integrated.

Approved by OCC Board of Trustees June 18, 2019