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Posts Tagged ‘SMS’

Setting up your Opt-out SMS messages

As we’ve discussed in our recent webinar and white paper, an important aspect of staying compliant when texting is to ask permission of the help seeker, and to put in a STOP message to enable texters to opt-out of text conversations. As a result, all U.S.-based organizations should have their first, outbound text message configured similar to the one below:

“[Name and location of organization] Welcome! Do you give your consent to text you? Reply yes to continue, STOP to cancel. Message & data rates may apply.”

We’ve made it easy for you to set it up in iCarol. Here’s how:

1. Select ‘Messaging’ on the Left Hand Menu Messaging left menu

2. Click on the SMS/Texting link on the upper right hand side of the screen SMS Settings

3. Look for “Settings for SMS”. There will be a new pull-down menu for your portals. It will automatically be set for “default”. Select the portal for which you wish to configure the message. If you only have one, there should only be one named choice in the pull-down list. Settings for SMS

4. Your first, automated message to the texter can be configured in a new field, labeled “SMS Initial Message.” Initial Message

5. Once you’ve configured the message, click the Save Settings button at the bottom of the screen.

Don’t forget that SMS messages have a maximum of 140 characters in the U.S.! Many organizations use abbreviations for some of the wording. You may have to play with your initial message configuration to get it under the character limit.

Note that future updates to the iCarol system will include making the Initial message field a required one for U.S.-based organizations. This will help ensure you don’t forget to configure the message.

For any questions on the configuration options, please contact Support via the Help Page within iCarol.

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Text enable your helpline number

text enable 10 digit number helpline short code long code

So you’ve decided to add Texting to your Helpline’s service. Great! But how do you go about picking a number for people to reach you via text? And how will you advertise this new channel?

When you offer your services via Texting with iCarol, you can choose between a 10 digit number, or a short code. Either is allowed by the regulatory entities, so the choice is up to you. But what if we told you that you may already have the perfect number?

For helplines in the US and Canada it’s highly likely that you can text enable your existing 10 digit or 1-800 helpline number. That means that rather than adding on a new number, you can accept texts on the number where you already accept calls. We have several clients doing this already with much success. There are many benefits to going this route.

  • Parallel your advertising – When the number is the same for texting or calling, it’s easy to align your marketing efforts, saving you time and money.

  • Simplicity in messaging – Think of how clear your ad or website will look with a message like “Text or Call us at 1-800-555-HELP” rather than giving out two separate numbers. Cut through the confusion — there’s just one number to remember for either mode of communication.

  • Reach more people – Your helpline number is already well known to your community. Offering the ability to text this same number could increase the likelihood of people remembering it and using it, which can result in greater traffic to your texting service.

  • Your phone service is unaffected – Keep your voice service exactly as is with your current phone provider — enabling texting on this number won’t change your original voice channel.

  • People may already be texting you – That’s right — we’ve had clients text enable their helpline number to find that when texting is turned on, before any advertising of the text service happens, that people are already sending texts. Texting is such a common and accepted mode of communication these days that many people assume they can call OR text you on the same number.

There is a process to go through to set up your existing helpline number to also accept texts, but we’d be happy to help you through the steps. today to get started!

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We never talk anymore: The preference to text instead of talk

An interesting take on the preference for texting over talking can be found in this article by Bizzuka.

Some key points to take away:

  • Smartphone owners aged 18-24 send and receive 4,000 messages per month.

  • 43% of 18-24 year-olds say that texting is just as meaningful as an actual conversation with someone over the phone.

  • 42% of teens say the primary reason they have a cell phone is for texting. Safety was second at 35%.

These and other statistics about millennials are sourced here.

Millennials aren’t the only ones who text, though. According to Factbrowser, statistics reveal that US smartphone owners who use text (92%) send an average of 111 messages per week, and 49% of those who use social media daily would rather text than call someone.

More evidence that texting is not a fad but rather an often preferred mode of communication that’s here to stay.

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New SMS Options: Text Notifications and Send Text Messages to Other Users in your iCarol System

Our clients spoke and we listened! Many clients expressed a wish for iCarol to be able to leverage text messaging in new and different ways. Therefore, we added three new ways to use text messaging in iCarol. This article will outline how to send text notifications and text messages to other users in your iCarol system, and a future article will outline how to conduct follow-ups via text message. These new options carry no set-up fee, but you will be charged a monthly fee for the text messages sent, at a rate of $40/1000 messages/month.

The new SMS options will first need to be turned on by an Admin in your iCarol system. They can be found by clicking Admin Tools in the left hand menu, and then the “Messaging” tab. Doing so will take you to the page pictured below, where you will want to click the box next to the first two options to place a check mark there, then click the “Save all settings” button at the top of the screen.

1 Admin Tools

Those individuals who would like to be able to receive SMS messages from other users or would like to receive notifications via SMS will need to edit their user profiles to include a mobile phone number, and to give permission for SMS messages to be sent to them. To do so, the user, or an Admin on their behalf, will click Vols-Staff in the left hand menu, then click on the name of the person whose profile they would like to edit. Next, click the Contacts tab, the click the Edit button at the top of the screen. Next, enter a phone number into the Mobile Phone field, and click the box next to “I permit SMS’s to be sent to this mobile phone” to place a check mark there. Finally, click the Save button at the top of the screen.

2 Profile

Please note the text in red. SMS messages from iCarol may be sent at any time. It is suggested that if you would not like to receive SMS messages during certain time frames, you explore your mobile phone options to determine if there is a setting you can use to delay delivery of SMS messages to certain time frames. Most mobile phones have this option so that, for example, it can be set so that SMS messages are not delivered between the hours of 11pm and 9am. Any message that might have been sent during that time frame is not delivered until after 9am. Alternately, most mobile phones also allow users to set their phone to silent, so that the notification sound that usually plays when a phone call or text message is received is not heard. Once the option to send SMS notifications is turned on, additional options are displayed on the Notifications tab of user profiles as below.

3 Notifications

Each individual, or an Admin on their behalf, can edit these options to indicate which notifications they would like sent via SMS.

To send a SMS message to another user, follow the steps below.

1. Click Vols-Staff in the left hand menu
2. Click on the name of the person you would like to send a message to
3. Click the Contact Info tab of the user profile
4. Click the mobile phone number
5. A new tab or window will open where you can type your message and send it

4 Send SMS

Non-Admin users can only send SMS messages to one user at a time. Admin users can send a SMS message to multiple users at once. They would do so by following these steps:

1. Click Vols-Staff in the left hand menu
2. Click the boxes next to the names of the people you would like to send a SMS message to, so there are check marks placed there
3. Scroll to the bottom of the screen and click on the Send SMS link

5 Select coworkers

4. The form to type your message and send it will appear

6 Send SMS

A new report has been added to the Statistics page of iCarol to help you track how many SMS messages are being sent from your system. Admins can access this report by clicking Statistics in the left hand menu, then the Messaging menu. This report contains several filters so you can determine from what area of iCarol the SMS messages are being sent. “Between Staff and Volunteers” is the option to choose if you would like to see how many notification messages and messages between users are being sent.

7 Statistics

If you have any questions or need any clarification on this functionality, please do not hesitate to send a case to iCarol Support!

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Key Differences and Similarities between Instant Messaging and Texting with iCarol

Are you thinking about letting visitors contact you via messaging, but are not sure of the differences between Instant Messaging and Text Messaging? iCarol offers both – here’s a quick review of how each differs in access, convenience, variable cost, and privacy.

Access

Laptop in useInstant Messaging lets visitors click on an iCarol-provided “chat now” button on your website to initiate a session with one of your specialists. Both the visitor and the specialist converse from computer screens, typing messages back and forth to each other.

With Text Messaging, counselors also converse from iCarol computer screens – actually the very same screens they’d use for Instant Messaging – yet visitors participate from their own cell phones, not from a computer screen.

Convenience

We all know that the easier it is to get information or help, the more likely it is a person will ask.

Many of our Instant Messaging clients love having a “Chat Now” button on their website. Not only does it encourage visitors to return repeatedly to their website – who doesn’t want a popular website? – it also offers visitors a handy way of communicating when and where a visitor really needs it.

For example, you could paste the button right next to the screen where visitors search your resource database (another iCarol feature). If the visitor is having trouble finding what they need, help is just a click away.

So Instant Messaging is great for organizations that either have a popular website, or don’t, and appreciate a boost in web traffic while at the same time better serving your community.

Smart Phone  with two thumbs

Text Messaging, on the other hand, offers a convenient way to ask for help when a visitor is not near a computer. Often clients tell us that visitors who text them would not reach out to anyone if a texting service were not available.

For example, maybe a man’s on the bus on the way to work and he’s stressed about paying his utility bill. Or a mom sitting at a park rocking her sleeping toddler needs help finding an after-school program for her first grader. Perhaps a middle-school student plops down on the family couch next to her siblings after a tough day at school fending off bullies. All of these people might reach out for help via texing.

Text Messaging makes help available right from the convenience of a person’s own cell phone. It’s a kind of access that people tend to expect more and more in a world where texting friends, family, companies, banks, etc. is ubiquitous.

Variable Cost

Where the two forms of messaging differ from a variable cost standpoint is in text usage fees. Text Messaging has them, Instant Messaging does not. When you have Text Messaging service, you’ll be billed for usage based on how many thousands of texts you use per month.

In your iCarol system, you’ll always have a running count of texts so you can see your usage level. We won’t cut you off when you reach your billed-for limit; we’ll just make it up on the next bill. As you use more texts, volume discounts kick in. Plus an increased volume helps funders see how popular your service has become.

Your visitors will of course never be charged by iCarol for text usage, but may be charged by their own cell phone provider, depending on their texting plan. There’s a spot in the workflow to add a note to visitors reminding them, and typically our clients like to add such a note as well to wherever they publicize the texting number.

Privacy

Both Text Messaging and Instant Messaging offer a kind of privacy that a voice phone call does not. That is, nobody can overhear a conversation asking for help conducted via either kind of messaging, because it’s all nonverbal.

That’s helpful for a large segment of the population who might not otherwise reach out for help.

It’s an important factor, of course, for those with hearing or speaking issues, and for those who would rather not speak out loud.

Consider the person experiencing domestic violence, or a troubled student who has a hard time getting out of earshot of siblings or dorm-mates. Clients who work with transgender individuals say their visitors are thankful they don’t have to explain why their voice may not match their gender identity. And some people just are naturally more comfortable typing their innermost concerns than voicing them aloud. The privacy that non-verbal communication affords is a hallmark of both Instant Messaging and Text Messaging.

Text Messaging and Instant Messaging differ in other aspects of privacy, though.

Keyboard and screen in useWith Instant Messaging, all the communication is handled within iCarol –the ChatNow button connects directly to your iCarol system. Because it’s a closed system, iCarol can control the traffic entirely, and encrypts messages from the time they leave the keyboard of both the visitor and the specialist. Data saved in your iCarol system is encrypted, too – with the same strict encryption used by financial services institutions.

Data saved in the system for Text Messaging is also encrypted, but unlike with Instant Messaging, text messages aren’t controlled end-to-end by iCarol. Instead, while the messages are in transit over the phone lines, it’s the phone carriers that control the security of that traffic. That is true for any vendor’s text messaging offering. These days, phone carriers of course handle traffic for financial transactions, medical information, plane reservations, billing, etc. so you can determine your own comfort level.

Text Messaging and Instant Messaging can be used Concurrently

Because of the distinct features of each type of messaging, many of iCarol’s clients actually use both.

Call Report Editing copy

That’s easy to do because the specialist workflow is exactly the same — if you learn one type of messaging, you already know the other. Also, both forms of messaging are integrated nicely into your iCarol system – so much so that specialists can, and do, handle both Text Messaging and Instant Messaging sessions concurrently.

If you’d like to learn more about messaging, please join us for a webinar on Messaging, or contact us for more information.

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What we took away from NOMORE.org’s ad

The famous pro-football championship game that aired last night (honestly, it’s unclear whether we’re allowed to use the trademarked name in our blog, so let’s err on the side of caution, shall we? 🙂 ) is arguably watched for its commercials just as much as it is for the game itself. As usual, this year’s game produced a number of ads that are generating lots of conversation, both good and bad. It was a great year for ads that focused on social awareness. For instance the “Make it Happy” ads by Coca Cola advocate for positivity in response to bullying on the internet and social media. The “Like a Girl” ad reminds society to stop using that phrase as an insult. And after a year of controversy surrounding the NFL’s handling of domestic violence, there were ads tackling that topic as well.

Last week the organization NOMORE.org released a very powerful ad, which was also shown during the game. If you haven’t seen it yet, check it out below.

This is easily one of the most compelling, important tv spots I’ve seen in a long time. When I first watched it I felt sad, scared, and anxious as I listened to the exchange between the woman and the 9-1-1 operator. It’s one thing to understand what domestic violence is, but it’s quite another thing to hear the call for help.*

There are several messages I took away from the commercial. How isolating domestic violence is, for instance. Or how resourceful and resilient survivors of domestic violence are. But for me the most resounding message came at the end of the ad with the text on the screen: “When it’s hard to talk, it’s up to us to listen.”

Finding the strength to speak up can be difficult. Finding someone who can listen, who can read between the lines if necessary in order to help — that’s even harder. And we know that helpline workers use their expert skills to do this with clients every day, not just when it comes to domestic violence, but in identifying child abuse, or thoughts of suicide. You’re able to weed through their words, to pick up on the slightest hint of what’s below the surface, and uncover the deeper issue.

But there are lots of times when a verbal conversation just isn’t possible at all. The woman portrayed in the ad was able to make an excuse to use the phone, and cleverly found a way to call for help without her abuser realizing it. There’s a reason why efforts are underway to enable texting to 9-1-1. Local law enforcement and emergency services are recognizing that in some situations, a phone call is dangerous or impossible.

More and more, help seekers reach out via chat or text instead of a phone call, too. Sometimes because of personal preference, and sometimes because silence is necessary. The instance shown in the ad is just one example; certainly chat or text has been used by those affected by domestic violence to reach out for online emotional support, or even receive emergency rescue during a violent incident. But there are other scenarios where this might be needed, and they may not all be as dire as the call in the commercial.

Think of the teen who wants to discreetly discuss his sexuality without risking a parent or sibling listening in on the conversation. Or the young woman at a party who is feeling anxious and upset, but can’t verbalize that to the friends she’s with and doesn’t want others to overhear. A child may have just been bullied in the hallway at school, and they find it much easier to hop on a library computer for a chat session than it is to make a phone call.

There are plenty of instances where someone needs to talk, but they can’t say the words outloud. It’s important that we be there to listen through the channels the help seekers want to use.

* While the call in the commercial feels very real, it is actually a re-enactment of a real call to 9-1-1

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Come see our team at CUSA/NASCOD Conference this week

This week our business development team will convene in Nashville to participate in the CUSA/NASCOD conference. This event is going to be a particularly special one for us because so many members of our team will be together at once, someone’s even travelling internationally to be there; Britt will be coming all the way from Germany to meet our North American clients!

After Friday’s sessions, we invite you to join us and CONTACT of Mercer County, NJ for a special session at 5pm. We will highlight the TxtToday pilot project; a national Texting Helpline. This pilot is a partnership between CONTACT of Mercer County New Jersey and CONTACT Crisis Line in Jackson, with iCarol as the software platform that accommodates the data aggregation and load balancing of the texts among the centers. We’re excited to talk about iCarol’s role in this partnership and to listen to the centers’ experiences in the pilot.

If you’ve ever considered the benefits of having your center join a national network, then this session is definitely for you. The pilot participants wish to expand this network by adding on more participating centers, so we invite you to come and find out how you might become a part of this exciting venture to reach help seekers all over the nation via this extremely popular and growing channel of text communication. And if you’re still not convinced whether you should join us, we’ll have some treats to share with our audience. Everyone enjoys something to snack on after a busy day of learning and networking! 😛

So if you’ll be one of the many people in Music City later this week, please stop by our booth and say hi! If you use iCarol at your helpline then we’d certainly love to get to meet you face to face! If you’re not a current user, we’d be grateful for the opportunity to tell you about iCarol Helpline Software and how it’s used by helplines all over the world, many of whom will be represented at this conference. Hope to see you there!

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National Council on Problem Gambling Conference Recap

Donna and Eliisa recently attended the Pre-Conference symposium at the 28th National Council on Problem Gambling Conference in Orlando, FL at the Hyatt Regency Grand Cypress. Members of our team attend conferences like this to ensure that we are on the cutting edge of the issues, challenges and experiences that helplines face.

The Florida Gambling Affiliate hosted the event. We’re happy to have just welcomed them to the iCarol family, as they went live on iCarol July 1st with phone, text and chat. One staff member said “iCarol has made my life much easier.” We love that feedback! It’s always great to hear that folks are finding their volunteer experience made easier or more enjoyable by using iCarol.

Brian Kongsvik is the Helpline Director and he did an excellent presentation on how his helpline works and the outcomes and follow up research of those that had contacted their helpline services. He reported that in his center, 79% indicated they had either stopped or decreased gambling since contacting their helpline services.

Eliisa Brian Donna

The breakout sessions gave us lots of great insight and presentations from a spectrum of sources. Donna from iCarol gave a presentation on chat and texting as well as the importance of integrated technologies. Anyone who has ever managed a helpline knows how easy it is to fall into the trap of using quick technology fixes to get by day by day. At the surface, you think it doesn’t cost you anything to do a quick update on a computer here and there, or utilize someone’s expertise to add a field into a form quickly, but soon you find yourself only able to do the report you need on one computer in the office and using a multi-step process utilizing many people every month just to do your routine monthly reports. The group was actively engaged, and for some the story of this vicious cycle hit a little too close to home! Integrated technologies like iCarol can help stop this cycle.

Donna Burrow presentation icarol NCPG conf 7-9-14

Bensinger, Dupont & Associates did a demo of iCarol’s live chat feature, which they use for several problem gambling live chat sites around the country. They noted they like the customizable programming to fit their unique needs.

Peer support networks and websites that people are accessing for help with problem gambling, other than calling, texting, and live chatting into helpline services, were discussed. Experts include GamTalk (Canada) and Gambling Therapy (UK). Both offer services run by licensed mental health professionals, with peer support from those in recovery from gambling addiction. These organizations offer a community (often anonymously) whereby they can build support communities around them.

The group also discussed the decrease of phone calls across the country to problem gambling helplines in the US. Among all the addictions, it was noted that those with a gambling addiction have the highest completed suicide rate among any other addiction. As such, those attending the pre-conference were fortunate to be given an opportunity to be trained in QPR (Question, Persuade, Refer). Best practices in advertising were shared, with some noting that billboards near casinos work well.

Unfortunately some heavy rain moved the welcome reception sponsored by the Seminole Tribe of Florida indoors instead of outside by the gorgeous pool area, but it didn’t detract the crowd or the fun. We had such a great time meeting so many of you from the various NCPG affiliates and gambling helplines. And of course to the new friends we made if you want to learn more about iCarol we’d love to hear from you. Give us a call, or join an upcoming webinar to learn more about us and our features.

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iCarol to present workshop on Online Emotional Support at AAS Conference

We’re gearing up for the American Association of Suicidology’s 47th Annual Conference in Los Angeles! We’re looking forward to seeing so many of our friends and colleagues there; it’s always a great chance to catch up with everyone in the helpline and suicide prevention industry.

This year iCarol is particularly excited to present a special lunch session on Friday April 11th. Our workshop is
Chat, Texting, Mobile and Social: A look at today and the future of online emotional support with iCarol.

WebinarsWith every passing year, the use of new channels to seek help continues to expand. Join this session to help your crisis center evaluate these channels, determine your next steps and plan your technology choices to adapt to the evolving Online Emotional Support (OES) landscape. You’ll hear from your peers and technology experts about the best way to get started serving people interactively using the electronically written, rather than the spoken word.Smart Phone  with two thumbs

Adding new channels by which your clients can reach you can be intimidating and may leave you with a lot of questions. We hope to answer the questions you may have about these new technologies and give you confidence to embark on this new and exciting path with the tools iCarol has developed. We hope you’ll join us for this session at AAS! Not attending the conference but still want to learn more about our Online Emotional Support capabilities? Sign up for a webinar!

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iCarol announces new Text and SMS Capabilities

Recently we announced the availability of several exciting new capabilities related to Texting/SMS in your iCarol system:

Smart Phone with texting thumbs
  • Send a text message (SMS) to your callers from a follow-up task attached to a call report. Best practices from suicide prevention professionals show that proactive follow-ups can reduce risks to suicidal callers.

  • Send ad hoc text messages to your staff and volunteers, and allow them to receive automated iCarol notifications like shift reminders by text message. As many people now check email less frequently, this is an important new channel for them to use.

  • See the total text message usage for your iCarol system. If you have any feature enabled that can generate Text/ SMS messages, you can now go to the Statistics -> Messaging page to see how many are being sent and received.

  • If you also have iCarol Messaging (SMS), then when people respond to these outbound text messages, their responses will come into your Messaging queue. If not, they will receive an auto-responder indicating responses are not monitored.

To turn on these features and learn more about using Text Messaging/SMS at your helpline, go to the Admin Tools page and click on the new Messaging tab. Please note that Text Messaging / SMS traffic can result in additional charges from iCarol as well as for the recipient from their mobile phone service provider. If you have any questions, feel free to contact the iCarol Support Team by logging a case.

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