8.5 - Symphony SMS Messages
Introduction:
Libraries Victoria utilize the Symphony SMS module, with an annual allocation of 1 million message segments per year to be shared among participating libraries. Should all available message segments be used within the annual billing period Libraries Victoria will purchase an additional package, with the cost to be shared proportionally among member libraries based on the average number of message segments each library is deemed to have sent throughout the year.
Messages and Segments
Each SMS message sent is comprised of one or more “segments”. A segment is 160 characters, so if a message exceeds 160 characters it will be sent a two or more segments (though they appear as a single message to the user).
It is important to note that it is the number of segments that count toward the total usage of the SMS package, and therefore any additional costs that may be incurred. Libraries should structure their messages to minimize the segments used.
8.5.1 - Types of SMS Notices
Libraries may send any of the following message types to users:
- Hold Notices
- Pre-overdue notices
- Overdue Notices
- Bill Notices
- User Announcement
- Manual messages
Users may opt to receive any, all or none of these message types, and this is configured in the user’s SMS Notice Contact Info tab.
Libraries sending Pre-Overdue and User Announcement messages must take care not to over-utilize them, to avoid using up the annual allocation of message segments, as this could be to the detriment of all consortium members. For instance, if the library already runs daily auto-renewal reports, they should consider whether there is any value in also sending pre-overdue notices if most of those loans are going to be renewed automatically.
8.5.2 - Message Templates and Reports
Each Library service can configure their own Message Templates for their own SMS messages, using the Message Template Manager wizard. This allows them to customize the messages for their service/reports.
Each message template name must be preceded by the library’s two-letter consortium code to clearly identify it.
The custom “Send Text Messages and Log Counts” (logsmsmessage) report should be used for sending SMS messages. This report keeps track of the Library Group of the users receiving the messages so that reports can be run in Workflows to determine the proportion or messages each library service sends. The report is password-protected to minimize the risk of staff sending broadcast messages to everyone in the system, and care must be taken when configuring the selections for each message type.
9.5.3 - Message Template Length and Message Segments
The Message Template Manager has a character limit of 160 characters per template created. However, the actual length of the messages sent may be more than the number of characters in the actual template if the library’s report is configured to include the Library name (for checkouts, holds or bills) when the message is sent. This may then result in the library sending out two message segments rather than one.
Message segments are what is used to calculate how much of the SMS package has been used, so if a library is sending out messages of 2 segments they will use up the package allotment twice as fast as otherwise, and ultimately have to pay twice as much as they might normally expect should additional packages need to be purchased.
It is important, therefore, to keep message template length to a minimum – no more than 140 to 150 characters at most.
Strategies for Minimizing Message Length
To keep as many messages to one segment only, the following strategies are to be considered:
- Avoid unnecessary wording.
- Try to use commonly understood abbreviation where appropriate.
- If including a website address, use a “tiny URL” version rather than the actual full URL/web address.
- If including phone numbers, do not user spaces or dashes between the numbers (spaces count as characters in the messages).
- Consider whether your message really needs to include the Library name appended (configured in the report settings), or can you just include the library service name within the template itself. Note: Hold notices probably do require the Library appended, as this would be the hold pickup location, but Overdue notices less so. You do, however, need to clearly identify which service has sent the message, as some users may be receiving messages from different services they use. Library information at the start of the message can help members identify the message on receipt.
8.5.4 - Reporting Message Usage
Libraries Victoria will provide monthly and annual reports of the number of message segments users from each library service have been sent. The monthly report will give an indication of how much of the initial 1 million segment package has been used throughout the year so that we can plan for any purchase of additional packagers if required.
The usage reports will also identify the proportion of messages the users of each library service have been sent, so that if an additional package needs to be purchased the cost can be equitably distributed between Libraries Victoria services.