SMS Communications Guidance
- Eric Zematis
Purpose:
This guidance document aims to frame existing policy to ensure the protection of SMS communications and user privacy. It outlines the approved use of SMS, specifically limiting its application to responding/sending text messages to students and community members as part of our delivery of services, or when the receipt of the text message can be reasonably interpreted as implying consent.
Key Principles:
User Privacy: The protection of user privacy and the confidentiality of SMS communications is paramount.
Consent: Any use of SMS to communicate with students or community members must be predicated on the clear consent, or implication of as evidenced by the receipt of a text message from the individual.
Data Security: All SMS communications and associated data must be handled in accordance with applicable data protection and security regulations.
Approved Use of SMS:
Responding to student Inquiries: SMS may be utilized to respond to text messages received from students or other community members. It is important that we do not assume the identity of the individual sending a SMS message so replies should only provide public information or information from the original text. You should never text grade information.
Examples include:
Student texting a question about an assignment: "Hi, is the deadline for the Econ 101 paper still Friday?" Response: "Yes, the Econ 101 paper deadline remains Friday at 5pm. Submit via Course Site."
Student texting to request a meeting with faculty: "Need to discuss my grade in Prof. Smith's class. When are office hours?" Response: "Prof. Smith's office hours are Tues/Thurs 2-3pm. You can also email for appt."
Community member texting about the event: "What time is the guest speaker tonight in Packard Lab?" Response: "The guest speaker is at 7pm in Packard 101. Open to the public."
Community member texting feedback: "The career fair was great, more companies like X would be awesome!" Response: "Thank you for the feedback! We'll consider that for future planning."
Student Reminders: “Your Fall course registration starts in 21 days. Please schedule a meeting with your advisor.”
Internal Communications: SMS may be utilized for internal university communications. Examples include:
A staff member letting their supervisor know that they are going to meet them in the library.
Colleagues exchanging routine correspondence.
SMS message sent to confirm a system action taken as part of information protection or fraud prevention. A text sent after you change your direct deposit information.
Prohibited Use of SMS:
Unsolicited Outreach: Any external unsolicited communication with SMS is strictly prohibited.
Marketing or Promotional Messages: The use of SMS for external marketing or promotional purposes is not permitted.
Sensitive Information: SMS should not be utilized to transmit sensitive or confidential information including information protected under FERPA.
User Agreement:
By utilizing SMS, users acknowledge and agree to abide by the guidelines outlined in this document. Any violation of these guidelines may result in enforcement under Lehigh’s Acceptable Use Policy.