Text enquiry service for Student Information Points

Text enquiry service for Student Information Points

In addition to the face to face enquiry service that we offer at the Student Information Points we are developing a number of other channels of communication and delivery. We don't offer a telephone service at present but we do offer an email service. Students can email infopoint@ed.ac.uk with enquiries about anything and we will email them back as soon as possible which is usually within an hour.

Also we have now developed and launched a text service. This means that students can text their enquiry to a number and they will receive a reply asap - we will aim for an immediate response between 9.00 - 5.00 Mon - Fri. To send an enquiry, text SIP then a space then the enquiry to 07950081379

Basically the text service uses txttools which is now Blackboard ConnectTxt. I've used it before in my previous job and most of the system was already set up at the University of Edinburgh and it just required a few additions to make it 'two way'. It is most commonly used to text out - to send students messages about their course, assignment dates, cancelled lectures, upcoming events etc. But it can be set up and used for incoming text messages which is how we are using it for the Student Information Points.

The texts can be sent and received through the web interface which is simple and straightforward to use. (It is possible to use the text through a Blackboard building block although this used to be a little slow but may have improved now). We have had the system set up so that the texts come into the Outlook email inbox and are replied to as an email which then appears as a text to the enquirers phone. It's a fairly simple system that works well. The advantage of the texts coming to the Outlook email are that they can be processed by the same person and in the same way as any email enquiries. Also you don't have to be logged into the ConnectTxt web site as the text will just appear in your inbox. This also provides a way of tracking any text replies so that they can be retrieved and followed up at a later if necessary.

So the text service is live and it will be interesting to see how it is used.  Text messaging is to some extent an old technology as it has been in common usage for at least 10 years but I think it is one of the best forms of communication technology that there is or ever will be.  It is simple, effective and used by almost everyone.  I don't think it's use as part of the enquiry service will have a mass take up but I think there will be some use and also it is important to provide choice and convenience.  If you have a question then the quickest and simplest way to get an answer is to text particularly if you are on the move.

The use of text as an incoming service also addresses another important issue which is the overwhelming amount of information that is 'pushed' at students.  Day be day the amount of communication is increased and we are at the tipping stage of information overload.  This is being recognised by institutions and universities and communications policies and practices are high up on the agenda for review.  But by providing a service that students can easily access but 'pull' when required has a certain appeal.