Student Text Message Communications - Standard

This Student Text Message Standard establishes requirements for the appropriate use of text messaging communications with students at the university.

Purpose

This Standard supports and supplements the University of Central Oklahoma's ("University" or "UCO") Electronic Communication Usage Policy. The standard is mandatory and enforced in the same manner as policy. It will be periodically reviewed and updated as necessary to meet changes in operational, legal, and regulatory requirements. 

This Student Text Message Standard establishes requirements for the appropriate use of text messaging communications with students at the university. This standard ensures compliance with the Electronic Communication Usage Policy's provisions regarding electronic communications and supports the university's recruitment, enrollment, and retention mission while maintaining proper governance and data protection.

Scope

This Standard applies to:

1. All divisions, colleges, and units established by the university that engage in student recruitment, admissions retention, or enrollment communications through text messaging services.
2. Faculty, staff, contractors, vendors, and authorized personnel who communicate with prospective students via text messaging on behalf of the university using university resources, equipment, or in connection with university business.
3. All text messaging communications sent or received via resources owned, managed, or provided by the university through contracts and agreements, as defined in the Electronic Communication Usage Policy

Standard Details

1. Opt-In Authorization Requirements:
   1. All student text messaging communications must obtain explicit written consent during the application process through request for information forms, inquiry cards, or applications.
   2. Individual opt-in selection must be required for each communication channel (text, email, phone, mail) to allow customized preferences.
   3. Documented proof of consent must be maintained in university systems of record.
   4. If a student does not choose to attend the institution, an opt-out must be assumed and they must be removed from receiving future communications.
2. Opt-Out Management Requirements:
   1. Text messaging systems must provide immediate opt-out capability through 'STOP' or 'OPT OUT' text responses.
   2. Regular compliance reports for contact preference management must be generated and reviewed.
   3. Departmental-specific opt-out preferences must be maintained (opt-out from one department does not automatically affect others).
   4. Students who opt out must be notified of modified preferences and offered alternative communication channels.
3. Message Content Standards:
   1. Content must be accurate, appropriate, and fit the institution's voice and brand standards.
   2. Abbreviations, text messaging vernacular, and more than one emoji per message are prohibited.
   3. When sending links, they must use UCO’s shortlink service.
   4. All text messaging campaigns must be submitted to Brand Review.
   5. Individual text messages sent by university admissions counselors and recruiters do not require pre-approval but must comply with all content standards and include:
      1. Sender identification in initial contact: "Hi [Name], it's [Full Name] from UCO [Department]."
      2. Sender signature: "– [Full Name], [Department]."
   6. Address recipients by name or direct pronoun reference and maintain concise messaging while preserving conversational tone.
4. Authorized Content Categories:
   1. Text messaging is restricted to the following university business purposes:
      1. Application and admission status notifications
      2. Supplemental document requirements
      3. Event notifications and logistics information
      4. Deadline reminders for enrollment and financial aid
      5. Email verification prompts
5. Operational Requirements:
   1. UCO initiated text message transmission must be limited to business hours (9:00 AM - 5:00 PM, Monday-Thursday). Text message responses are allowed on Fridays.
   2. Incoming messages must be responded to within 24 hours, the exception being messages received on Saturday which should be queued for response first thing Monday.
   3. Out-of-office messaging with alternative contact information must be implemented during extended absences.
6. Prohibited Communications:
   1. Text messaging must not be used for communications that violate the Electronic Communication Usage Policy's Misuse provisions, including but are not limited to:
      1. Unencrypted transmission of HIPAA, FERPA, or PII protected information
      2. Communications constituting harassment or discrimination based on protected status
      3. Partisan political communications
      4. Non-university business functions
      5. Excessive personal use interfering with employment responsibilities

Standard Violations

1. Failure to comply with this standard or other university policies will result in disciplinary action, up to and including termination of employment and/or enrollment. All persons to whom these policies, standards, and guidelines are applicable, as stated above, are responsible for adhering to these rules.
2. All supervisory personnel are responsible for ensuring that these policies, standards, and guidelines are adhered to within their respective areas of responsibility. Any user may report university policy or law violations to their immediate supervisor, representative faculty, or school personnel or using UCOMMENT

Change Log

Approvals