We are having a discussion on campus about our current emergency notification system and the delivery of messages to those signed-up. (we automatically sign everyone up for email delivery (they need to opt out) and also deliver messages that need to be acknowledged in our portal (they cannot opt out)). A concern has been raised by our student services department about SMS messages (everyone must sign up for text messaging with number and carrier) not being delivered to everyone which they see as a system breakdown in our alert system.
We recently ran a test with some fifty randomly selected community members to gauge how fast messages are delivered to the three possible options – SMS, email, and message through portal. By and large roughly two percent failed to deliver to SMS in a timely manner, all email was delivered and all portal messages were delivered). The issue for student services remains SMS text message delivery. We cannot control for carriers ability to deliver once the message is sent (and we can confirm that the messages were sent to all fifty test accounts).
My question (before I have to spend resources to add another system to the mix) do any of you have a percentage of failure for SMS messaging above which would cause you to consider changing you service? Is there a standard I can use for delivery failure that is used sector wide?
I understand the need to have everyone get alerts in a timely manner, but when a third-party (over 24 distinct service providers) is in the mix, how can we guarantee that all text messages get delivered to recipients.
Thomas H. Carnwath | Vice President | Technology and Information Services
The University of the Arts | 320 South Broad Street | Philadelphia, PA 19102 | Tel: 215-717-6440
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