Guidelines for creating effective messaging include:

• Limit the number of characters. The number of characters in a message should be less than 160 due to the annual message limit. 
  • The state agency (SA) pays for statewide licensing based on a set number of messages sent annually. The SA will monitor the number of messages sent to determine if the license is reaching the cap. If the cap is reached, the system will continue to operate at an additional cost. The SA may ask LAs to limit the number of mass messages being sent.
  • Five characters, “WIC: ”, are automatically added to the beginning of each message and is included in the character count.
  • The message lengths are approximations since translated languages may take up a different number of characters.
• Use of first name. LAs may use the first name of the WIC applicant, participant, authorized representative or alternate representative. 
  • This first name “merge tag” can be inserted within the sample text messages. Refer to policies 3.1.060 and 8.1.010 for Teletask privacy and confidentiality information.

Tips for developing effective text communication

• Keep messages short and concise. The entire message should be less than 160 characters, including spaces, punctuation and web links. Five characters appearing as the sender “WIC: ” are automatically added to the beginning of each message, therefore, 155 characters or less is the target goal.
• Limit the use of acronyms, initials and abbreviations unless they are broadly known and easily understood. Examples of broadly known abbreviations include:
  • US for United States.
  • Info for information.
  • & for and.
  • Msg for message.
  • Appt for appointment.
• Limit the use of punctuation. Use only for clarity or emphasis. Avoid overuse of exclamation marks.
• Make messages actionable, specific and simple. Consider the goal of the conversation and use text messages to relay information without an expectation of a response.
• Use web links to websites that are verified to work with mobile devices, when possible.
• Include the area code or 1-800 prefix when adding a phone number to a text message. In some cases, including the area code allows the message recipient to tap-to-call from the mobile device. For example: Please contact the WIC office at 1-800-555-5555.