DRAFT 09/2022
California State University, Fresno (Fresno State) uses Bulldog Connect text messaging as a student communication avenue for important information that may affect university enrollment or the path to graduation. This is a separate system from Police/Emergency notifications such as Bulldog Alert.
Text messages to students must be carefully moderated to protect the community from an overabundance of communications, which causes us to run the risk of students disregarding or unsubscribing from Bulldog Connect text notifications.
The University may use text messaging to complement existing forms of communication such as letters, email, social networking sites, and the University’s website. Careful consideration must be given as to when and for what purposes texting will be most effective, in order to not diminish its effectiveness.
The protocol and guidelines for messaging are provided below.
Text Message Qualifications and Parameters
Fresno State email is the official method of communication for the university. Text messages should typically be used as follow-up messages to students who have not taken action after an initial email communication. Text messaging should always be one of the final attempts to reach out to a student. Over-reliance on text messaging is strongly discouraged as students may block or opt-out of future messages.
The university should rarely send text messages to communicate general information or marketing, college or department events and activities, or solicitations. Student events, programming, and activities should be communicated out through their appropriate division office or university communications channels.
Approved SMS messages should meet the characteristics below:
The message involves an issue that affects a targeted audience’s enrollment status and needs additional reinforcement beyond usual communication vehicles (i.e. email)
Ex. Non-payment of fees, Emergency Contact Hold, Registration or completion of deadlines
Message Content
Consider the length, type, and timing that best meets the needs of the audience and fits within the technical constraints. Note that students with a mobile number will automatically receive texts but may choose to opt out and texts will redirect to their Fresno State email address.
Identify yourself or your department because students will not know the incoming number.
Compose concise messages within the 160-character limit.
Ensure that embedded links are short and clearly identified as connected with Fresno State.
Comply with Family Educational Rights and Privacy Act (FERPA). Messages should be generic enough so a student’s privacy is maintained but the student knows where to direct questions and/or find the information about the topic.
Strike a good balance in tone between personal and professional.
Avoid “text speak” (abbreviations and slang).
Message Scheduling
The university may send SMS messages before or after work hours but should allot at least two (2) business days before a deadline for students to take action in person or receive phone/email assistance. In addition to the qualifications listed in SMS Message Qualifications, approval is contingent on scheduling and a load of previously scheduled messages.
Campus partners who wish to submit an SMS message for consideration should make the request at least five (5) business days before the date the message must be sent. All requests should be submitted through the Bulldog Connect Text Message Request Form. For urgent and critical messages, certain exceptions may be made. For emergency text messages, Campus Police or other appropriate authority will use Bulldog Alert.
It is strongly recommended that no more than two (2) messages on the same topic/issue to the same group of students are sent out. During key times, such as registration, messages may be denied or sent more often depending on student response and behaviors.
Automated Appointment Reminders
The text messaging system is also used to send automated appointment reminders 60 minutes prior to scheduled appointments in Bulldog Connect on an opt-in basis.
Privacy
Due to privacy laws, such as the Family Educational Rights and Privacy Act (FERPA) and the Health Insurance Portability and Accountability Act (HIPAA), there is some information we cannot communicate to students via text message. If a text message conversation is about a sensitive topic, students may be asked to check their email instead.
Text Message Cost
Fresno State does not charge students when sending messages. The only costs associated with texts would be from students’ cell carriers and their messaging rates would apply.