Best Practices

The Navigate platform offers text messaging functionality that can be used on a case by case basis to communicate with students and for appointment reminders. Students will receive messages from Navigate to their provided cell phone number in KnightWeb. Messages will be sent to their Geneseo email address if there is not a valid cell phone number or they have opted out of texting in Navigate. Students who have opted out of text messaging in KnightWeb will also receive an email in lieu of a text.

Designated Users

• Navigate Leadership Team
• Dean of the College

Purpose

• Academic purposes only to support advising and student success initiatives

• Messages should be timely and used in cases that nudge a student to action

Use Cases

• Graduation advising

• Probation advising

• Appointment campaigns

• Registration campaigns

• Student success and retention campaigns

• Messages must NOT be used for the following:

  • Communicating personal or confidential information.

  • Personal matters (e.g., items for sale, farewell messages).

  • Sending any messages containing social security numbers, passwords, credit card numbers or any FERPA- protected data. These are strictly prohibited.

Crafting Messages

• Text messages have a 160-character limit 
• All messages must include an identifier, so recipients know who the message is from.
  • For example: Hi Sarah! This is your advisor, Ms. Williams. Spring registration starts next week. Please schedule a time to meet with me.
• Content of messages should be timely and action-oriented
  • Good Situational Example: Graduation application deadline is March 1. It is February 15 and you have a group of students who have not yet applied. Text messaging (nudge/reminder) is appropriate due to time sensitivity and use for graduation.
  • Bad Situational Example:You want to make sure your probation students are aware of withdrawal deadline. The withdrawal deadline is March 22- it is February 1. An email may be more appropriate since there are still several weeks prior to the deadline.
• Naming Conventions (as quick identifiers in intro or throughout text)
  • Examples: SOM, RSS, CLA, CNSM, DMVS, Registrar, Academic Advising Center, Tutoring, etc.
  • Example: From RSS Advisor-- Message, “This is from RSS: all registration is still open, check your email for appointment scheduling instructions.”
  • Example: Message, “This is the AAC, withdrawal deadline approaching (2/1/2019). Reply to schedule an appointment with your advisor.”
• Examples of Text Messages Individual Student (students are able to reply to you)
  • Hi Sarah! This is your advisor, Ms. Williams. Spring registration starts next week. Please schedule a time to meet with me.
  • Hello John this is Jessica Skipper. UAF graduation application deadline is 10/24/2016. Reply here to schedule a time to meet.
• Under 100 students (students are able to reply to you)
  • This is your advisor, Jessica Skipper. Fall registration is open- reply here to schedule a time to meet.
  • This is your RSS Advisor, Fall registration is open, check your email for appointment scheduling instructions.
  • This message is from UAF: File your intent to graduate for spring 2017- Dec 2, 2016 deadline.
  • Reminder from UAF: UAF graduation application deadline is December 2016
  • Hello, this is Jessica Skipper. Check your mid-term grades today!
  • This is your advisor, Jessica Skipper. Congratulations on completing another semester towards your degree!
  • Hello I am your advisor Jess Skipper from AAC. Reminder: the course drop deadline is 5/22 and I am here if you need assistance via text or jrskipper@alaska.edu.
• 100+ students (students are not able to reply to you, students can opt out)
  • This message is from UAF: Please file your intent to graduate for spring 2017- 10/2/2016 deadline. Reply with STOP to unsubscribe.
  • Reminder from UAF: UAF graduation application deadline is March 1. Reply with STOP to unsubscribe.
  • Reminder from UAF: Fall 2020 career fair is happening September 14th in the Wood Center at 11 am! Reply with STOP to unsubscribe.

Summary of Text Message Functionality

• A text message will come from a randomly generated 10 digit number (205-619-9669) or a short code number (915-52)
• Students can reply for up to 90 days (if there’s any response activity in the text chain, the 90 day clock resets)
• Student replies go to staff persons’ conversations tab in Navigate, and a notification email is sent to the institution email account
• Staff can only reply to a student response through Navigate
• Students cannot respond to messages sent to more than 100 students at a time, and if they do, they’ll get a message saying it was not received
• Students can opt-out by replying with STOP, QUIT, CANCEL, UNSUBSCRIBE, END
• If a student opts-out, they will no longer receive text messages from Navigate (this includes automated appointment reminders – they will be sent as an email)

Text Message SMS responses

Listed below are SMS commands students can use with Navigate staff text messages, which let students receive or not receive texts from Navigate as they wish.