Send Email and SMS Notifications

For a city government, sending bulk text messages can be an effective way to keep residents informed. Still, it’s important to maintain proper frequency and follow best practices to ensure your communication is valuable and respectful. Below is a breakdown of how often to send messages, what to send, and what to avoid.

Frequency

• 1-4 times per month is typically a good guideline for city government communications. However, the frequency can be adjusted depending on urgency, such as in the case of important updates.
• For non-emergency alerts such as weather forecast warnings, road closures, and public health advisories, messages should be sent as often as needed to ensure public safety.
• Non-urgent updates, like community events or reminders, should be sent a few times a month.

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What to Send

• Public Service Announcements:
  • Example: "Reminder: Trash collection will be delayed by one day this week due to the holiday. Please place bins out the following morning."
• Event Announcements:
  • Example: "Join us for the [City Name] Fall Festival this Saturday from 10 AM to 4 PM at City Park! Free admission and activities for all ages."
• Voting and Public Meeting Reminders:
  • Example: "Don't forget to vote! Early voting for the [City Name] elections starts tomorrow. Find your polling place here: [Link]."
• Health and Safety Notices:
  • Example: "Flu vaccines are available for free at the [City Name] Health Clinic this Saturday from 9 AM to 12 PM. Walk-ins welcome."

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What Not to Send

• Emergency Alerts that need immediate distribution:
  • Why: The send rate does not meet immediate emergency requirements. For time-sensitive alerts, it would not be the best option. For immediate notification needs you can talk to your CivicPlus representative about our Mass Notification platform which is intended for the immediate mass distribution of messages.
• Excessive Messages:
  • Example: "Reminder: City Hall is open 8 AM to 5 PM. Visit us anytime!"
  • Why: Overloading residents with non-essential information can lead to message fatigue and may cause people to opt-out.
• Vague or Unclear Information:
  • Example: "Something exciting is happening next week in [City Name]. Stay tuned!"
  • Why: If the message lacks specific details, residents may find it unhelpful or confusing. Always be clear and concise.
• Non-City Related Updates:
  • Example: "Local businesses are offering discounts today! Visit them to save."
  • Why: While supporting local businesses is important, residents typically expect city communications to focus on government-related updates. Sending unrelated information could reduce trust.
• Political Endorsements or Campaign Information:
  • Example: "Support [Candidate Name] in the upcoming election!"
  • Why: Government communications should remain neutral and free from any political endorsements. Sending such messages can violate ethical guidelines and harm public trust.

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Etiquette Guidelines

• Provide Value: Every message should offer important, relevant information that benefits the community. Whether it’s a service update or an event announcement, make sure it’s something residents will appreciate.
• Timeliness: Be mindful of when you send messages. Avoid sending texts late at night unless it’s an emergency, and try to time non-urgent messages for when residents are more likely to see them, such as the late morning or early evening.

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Instructions

1. Navigate to the desired page
2. Click the bell icon
   
3. Select the Subscription List
   
   • Note: Subscription Lists are created and managed within Notifications. Please view the Create and Manage Subscription Lists article on the Platform Help Center for more information and instructions.
4. Type an Email Subject
   
5. Enter an Email Introduction or Text Message
   
6. Click Confirm
   

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