Summary of Compliance Guidelines

Consent to text should be established before texting any constituents.

As a goal, we want contacts to receive relevant, timely messages that they are expecting. This will not only increase their engagement, and help you meet your outcomes for them, but will limit the number of opt-outs and spam complaints as much as possible.

In order to obtain consent, the collection method should include the following:

• An explanation of what types of messages the recipient–if agreeing to opt-in–can expect to receive
• An indication of the planned frequency of messages
• A place to provide a valid mobile number

Blanket or vague opt-in statements such as “provide your mobile number to receive text messages” may not be specific enough to be considered acceptable examples of consent in the most strict interpretations of the guidelines.

Consent cannot be obtained through the following avenues:

• By purchase, sale, or in exchange for something else. For example, you cannot obtain consent by purchasing a list of phone numbers from another party.
• Via a phone call, unless the call is recorded. Either a recorded phone call or a physical piece of paper where they have signed off on consent is proof of opt-in.

If you’ve already been texting students without consent, you know what they say (it’s just like planting trees): The best time to get consent was before you started texting. The second best time is right now.

Methods for obtaining consent should be documented and reproducible in the event that your institution’s messaging activity leads to spikes in opt-out rates or spam complaints.  An increase in opt-out rates can trigger a compliance violation, with the assumption that if you are receiving opt-outs, that you are not respecting the wishes of your texting audience.  Proof of consent can counteract that claim.

Places to ask for consent (opt-in) include:

• Application or document submissions ​​(example: contacts could check a box that indicates that phone number can be used for outreach for specific purposes)
• Forms that ask for contact information
• Websites or student portals that provide opportunities for setting communication preferences
• Event registrations/sign ups
• Email messaging to your population, describing your texting program
• Appointment scheduling

Ideally, the documentation and storage of consent will include the following elements:

• Contact Name
• Contact Mobile Number
• Opt-In status/preference – if there are multiple use cases/topics, each should have its own status
• Date of collection, if possible

See specific consent examples based on your audience including prospective students, current students, alumni, or all (Enterprise).

Obtaining consent to text an individual does not mean that consent is provided indefinitely. Your institution’s texting policy should take into account when consent to text was last established and apply that to your institution’s texting best practices. Storing a date/time stamp along with a contact’s opt-in status/preference is the best way to track this information.

Consent and opt-in should be re-established if a reasonable enough time has passed without any messages being sent to the contact.

At the moment, there are no specific guidelines for what period of time to utilize, but at a minimum we recommend admissions cycles, academic years, or periodic giving drives as examples of opportunities to re-establish consent with specific populations.

In addition to other best practices that your Cadence Client Success Lead will provide to your institution, there are recommendations to help you make sure your messages are clear as to who you are, and what the recipient could do to let you know they would no longer like to receive messages on that topic.

Carrier expectations and best practices suggest a few guidelines for insuring message delivery and the continued receptivity from your contacts:

• Every new outgoing conversation should clearly identify the sending of the message (“Hello, This is Laura from the UM Admissions Team…”). This identification does not need to happen in every single outgoing message, but as conversations are started with new contacts, and new conversations happen after some time has passed, this is critical.
• The initial message to a new contact must include a reminder on how to opt-out – this can be as simple as including “Reply STOP to opt-out of messaging” at the end of the message.
• Periodically, the reminder of how to opt-out should be included again – similar to re-establishing consent, and identifying the sender of a message – each of these must be reinforced over time.
• If an individual sends an incoming message to one of your Cadence numbers, you are free to respond. The incoming message counts as both consent to text (opt-in) and proof of consent for the conversation that is taking place.  After that initial conversation, if the institution wishes to continue texting about other topics, consent needs to be collected.  In this case, collecting it within that conversation is appropriate and the message history within Cadence will document that has occurred.
• If you have already had a prior relationship communicating with a contact, based on an action they initiated, you may text that contact regarding that action. Examples of this would include opting in via button press on a website, alerts set up for appointments, etc. Examples of acceptable messages in these scenarios include the appropriate response – including appointment reminders, receipts, one-time passwords, confirming support/help desk call times, etc.

There are a few possible ways that a contact may opt-out of receiving text messages:

• By texting a keyword to one of your Cadence numbers (STOP, CANCEL, END, QUIT, UNSUBSCRIBE, etc.) and triggering an automatic opt-out; this will opt the contact out from receiving text messages from the corresponding team in Cadence
• By texting an opt-out statement to one of your Cadence numbers (“please stop texting me”, “leave me alone”, etc.); Cadence users should click the opt-out toggle on the contact’s record to complete the opt-out and respect that individual’s wishes.
• By indicating a desire to opt-out or remain opted out via a form, document, email, telephone/remote meeting/in person conversation, etc.  This data should be provided to Cadence via one of the integration methods (all support consent data, and it can be automated) to ensure additional text messaging does not happen.
• With regard to keyword-triggered opt-outs in Cadence, when an individual sends in a valid keyword, one final message to confirm the opt-out will be delivered. The only way that the contact can be opted back in is if the contact sends an opt-in keyword to the same number (UNSTOP, START, YES, etc.).
• Cadence provides reports, alerts, webhooks, API methods and pre-built integrations that allow you to manage your opt-out data in real-time and in any other campus system.

If a Canadian institution is texting US recipients, all of the rules apply, as it’s the US carriers making the rules.  If the contact has Canadian mobile service, the best thing to do is assume the same rules apply – after all, they are focused on meeting the expectations and wishes of your constituents.

We are members of the Canadian consortium that allows for text message sending to Canadian recipients (equivalent to the A2P regulations dictated by US carriers).

Opportunities to ask prospective students for consent

• Start with your inquiry form and include language such as, “By checking this box, I consent to receive no more than bi-monthly texts regarding application deadlines and/or events from Mongoose Admissions. I may opt out at any time by texting-in the word “STOP”.
• Remember you can ask for consent through multiple communication outlets. This could include email, inquiry cards, website forms, etc. As long as you include the information above, you are set to text.
• 💡Bonus Tip: You worked hard to recruit students and get them to this stage. Once students matriculate, your colleagues can take proactive steps to retain them with continued personal texting conversations in areas including Orientation, TRIO, Student Success etc. Communicate and share your texting success with departments who are continuing the relationship beyond Admissions. See current student consent section for more examples.

Examples for asking prospective students to opt-in 

Email Example to Prospective Students

“Hi, The Admissions team at Mongoose University is excited to connect with you! We would love to send you information via text messages about upcoming events, application deadlines, and general information regarding our institution. We promise not to spam you! You can expect to receive texts no more than once per week. You can also reply to texts to get a response from our Admissions staff. We recommend that you do not include sensitive personal information (e.g. your Social Security number) in your texts. You can unsubscribe from receiving text messages at any time by replying to a text with the word “STOP”.

Please fill out the information below to opt into our texting program. Thanks!”

Initial Text Examples to Prospective Students

“Hi, this is Mongoose University’s Admissions office! We can’t wait to connect with you and answer any questions you may have. We will be sending you event reminders throughout the next month. You may opt-out at any time by texting in the word, STOP.”

Opportunities for asking current students to opt-in

Look at all of the areas your current students release their contact information over the academic year:

Financial: Fin Aid/Bursar/Student Accounts/Student Employment Academics, Supports: Registrar/Student Success/TRIO/Advisement/Library

Student Affairs, Supports: Housing and Residence Life/Student Activities/Student Conduct/Health Services/Counseling Services/Career Services

Is the information collected what you use to gather students’ mobile numbers? Is this the best way to collect student data? Is there a way to collect their data in a simpler way? After asking these questions, think of all of the student touch points throughout an academic year and what areas you could utilize to collect updated contact information or consent:

• Accessibility Services, Office Hours with faculty, ect.
• Funds Disbursement, Tuition+Housing Bills and Payments: Financial Services – Student Accounts/Bursar
• In-Person or Virtual Fairs: MassEvents Crowdsourcing Interests: Club/Org/Engagement Fairs, Career/Internship Fairs, Graduation Fairs
• Reapplying for Engagement/Aux. Services – Student Affairs Based: Housing Selection, Club/Org Sign Ups, Study Abroad Applications, Student Government
• Post-Assessments: Course Surveys, Post Events, Post 1:1 Meetings
• Admissions, Current Student Touches: Tour Guides, Ambassador Programs, Graduate School Outreach
• Diversity, Equity, and Inclusion: Identity Centers, Campus Pantry, Emergency Assistance Services (CARE Funds)
• Dining Services: Dining Plans, Adding Dining Dollars
• Consent with alumni
  

  Opportunities to ask prospective alumni for consent

  You may initiate receiving consent through multiple communication channels such as email, printed forms, alumni website/ portal, social media etc, as long as you include the following:

  • How frequently they can expect the
  • How to opt out

  On your alumni-update, donation, and event registration forms, and alumni portal where applicable, include language such as:

  By checking this box, I consent to receive no more than bi-monthly texts regarding events and/or philanthropic initiatives from The MU Foundation. I may opt out at any time by texting-in the word “STOP”

  Alumni Opt in Form

  Consider encouraging alumni, friends, and donors to text in to collect consent. Host a giveaway or other contest to inspire opt-in leading up to giving day, graduation week, athletic events and more. For example:

  “Text ‘GO MONGOOSE’ to 716-222-2222 and follow the prompts for no more than bi-monthly MU Foundation event and philanthropic updates.”

  The confirmation text should include language such as:

  “Thanks for opting in to bi-monthly Mongoose University Foundation updates. Please reply with your name, graduation year where applicable, and email address so we may update our records. You may opt-out at any time by texting in the word, ‘STOP’.”

  Don’t forget about your “Alumni in Residence” as we say! Collaborate with Registrar, Career Services, Commencement Services and any department interacting with graduating seniors to obtain consent (Graduation communications, outcome surveys, etc.).

  Sample Language : Stay in touch with your Mongoose Alumni Community! By providing your mobile number, you will receive no more than bi-monthly texts regarding alumni events, networking opportunities, and philanthropic initiatives. You may reply “STOP” to remove yourself from text messages at any time.

  Email Example for asking current alumni to opt-in

  Hi ,

  The Mongoose University Office of Institutional Advancement is excited to offer a new way of keeping in touch! Now you may receive information via text regarding upcoming events, alumni perks, reunions, philanthropic opportunities and gift confirmations.

  We promise never to spam you! You can expect to receive un-prompted texts no more than bi-monthly. You may also initiate or reply to texts to engage with our staff.

  Coming to campus and want a tour? Let us know. At the bookstore and want a coupon to purchase the latest fan gear? Send us a text!

  To opt-in and/or update your contact information at any time, please visit (link) or text “GO MONGOOSE” to 716-123-4567 and follow the prompts.

  Please do not include sensitive personal information (e.g. your Credit Card number) in your texts. You can unsubscribe from receiving text messages at any time by replying to a text with the word “STOP”.