SMS can form part of many workflows, but the form should always follow the need. A practical update, a security-related code and a marketing offer have different purposes, expectations and requirements.
Reminders and confirmations
Booking, order and attendance information can be sent when it helps the recipient complete an agreed action. Include the necessary time, place or reference, but avoid sensitive information.
Operations and access
During changes or disruption, SMS can provide a concise update and link to current information. One-time codes can form part of an access setup where SMS has been assessed as an appropriate channel.
Marketing and member communication
Offers, events and member information require the right recipient basis, a clear sender and easy opt-out. Segment for relevance instead of sending the same message to everyone.
Choose the channel for the task
Use SMS when information is concise, timely and useful without a particular application. Choose email or a website for detail, and consider app notifications where recipients already use a service actively. The right choice reduces both cost and unnecessary interruptions.
Take care with sensitive information
A standard SMS may appear on a lock screen or be seen by someone else with access to the phone. Do not include health information, complete access details or other sensitive content. Where necessary, send a neutral update leading to an appropriate authenticated channel instead.
A relevant next step
From a concrete need to a clear workflow
See how alerts, reminders and other practical messages can be prepared.
