Sending Notices by Text Message

Sending Notices by Text Message

Perhaps the most-effective and immediate method for getting your patrons' attention to upcoming due dates, overdues, and holds available for pick up is by sending text messages.

With a Surpass Cloud SMS Text Messaging plan, you can send Reminders and Overdue Notices, Holds Notices, and Custom Notices to patrons by text message, instead of or in addition to email and printed notices.

Availability and Pricing

Surpass Cloud SMS Text Messaging plans are currently available in Canada and the United States and are priced based on volume. The base plan includes 10,000 message segments per year, which should meet the needs of most Surpass Cloud libraries.

Contact Surpass Software for more information and to add text messaging to your Surpass Cloud subscription.

Message Segments

Message segments are the way phone companies measure text message lengths. A segment is about 160 characters long. The text on text message notices is "short and sweet" compared to the longer text on emailed and printed notices to minimize the number of segments used. Most messages you would send from Surpass Cloud would typically be about 1-2 segments in length.

Your message segment usage is shown in the Services section of the Dashboard and on the Settings : Patrons : Text Messaging page.

Opt-In or Opt-Out

You can decide whether your library will require that patrons opt-in to receving text messages from your library on the Settings : Patrons : Text Messaging page. If this is enabled, a patron will receive only text messages after opting-in. In either case, patrons always have the option to opt-out at any time to stop receiving text messages.

How to Opt-In

Patrons can opt-in to receiving text messages by texting START to 833-247-4296 from the number where they wish to receive text messages.

Note that Surpass Cloud will only send to the mobile or home (see below) number listed on the patron's record. Sending a "Start" message from a number not associated with their record does not add that number to their record.

How to Opt-Out

At any time, patrons can opt-out by texting STOP to 833-247-4296 or by replying STOP to any text message they receive from the library.

The text "STOP to end" appears at the end of every text message sent, giving patrons a convient way to opt out of future text messages.

Mobile vs. Home Phone Numbers

Text messages can be sent only to patrons that have a valid phone number on file that is capable of receiving text messages. Typically, this should be in the mobile phone number field on the Patrons : View page, but Surpass Cloud can also use the patron's home number if there is no mobile number of if an attempt to send a text message to the mobile number on file fails. See Settings : Patrons : Text Messaging.

Message Delivery Times

Once queued for delivery, your text messages will generally be delivered within 15 minutes, often much sooner, however no messages will be delivered during "quiet time," between 8 pm and 6 am (library local time). Any messages created during this quiet time, will be delivered after 6 am.