Using SMS TechnologyUsing SMS Technology

Michael SchackMichael Schack

South West TAFE LibrarySouth West TAFE Library

SMS – what is it?SMS – what is it?

SMS – What Is It?SMS – What Is It?

Short message serviceShort message service

A communications protocol allowing A communications protocol allowing the interchange of short text the interchange of short text messages between mobile telephone messages between mobile telephone devices. devices.

Reasons for adopting SMSReasons for adopting SMS

To improve communication with our To improve communication with our customers by supplementing existing customers by supplementing existing methods of communicationmethods of communication

(Identified problems included (Identified problems included unanswered phone calls, returned unanswered phone calls, returned postal items and unread emails)postal items and unread emails)

What sort of messages do we send What sort of messages do we send at South West TAFE Libraryat South West TAFE Library

Short generic messages reminding Short generic messages reminding borrowers they have items due todayborrowers they have items due today

Notices that items that have been Notices that items that have been requested are availablerequested are available

Miscellaneous mesages as required.Miscellaneous mesages as required.

Process for reminder messagesProcess for reminder messages

DOS Batch file extracts data from library DOS Batch file extracts data from library system and creates csv filesystem and creates csv file

Library staff member uses Telstra Desktop Library staff member uses Telstra Desktop messaging service to send text messages messaging service to send text messages to borrowers with items due todayto borrowers with items due today

Borrowers may reply requesting a renewalBorrowers may reply requesting a renewal Loans are renewed manually on the library Loans are renewed manually on the library

system and a confirmation text message system and a confirmation text message sentsent

DefinitionsDefinitions

DOS Batch file - A text file with the DOS Batch file - A text file with the extension .BAT that contains DOS extension .BAT that contains DOS commands. When you type in the file name, commands. When you type in the file name, DOS carries out the commands contained in DOS carries out the commands contained in the file, in the order they appear in the filethe file, in the order they appear in the file

CSV file - Comma Separated Values. -- a text CSV file - Comma Separated Values. -- a text

file which can be opened by any spreadsheet file which can be opened by any spreadsheet or editor or editor

Examples of filesExamples of files

Commands in batch file (s)

CSV file opened in Excel

Generic tag - keywordsGeneric tag - keywords

<meta <meta namename="Keywords" ="Keywords" contentcontent="="bands; band; music; bands; band; music; musicians; Warrnambool; Victoria; musicians; Warrnambool; Victoria; South West; AustraliaSouth West; Australia">">

Case study statsCase study stats

60 items charged in the week commencing 60 items charged in the week commencing 2929thth March March

32 text reminder messages were sent 32 text reminder messages were sent when items had not been returnedwhen items had not been returned

9 requests for renewal were received9 requests for renewal were received

23 overdue notices were mailed out23 overdue notices were mailed out

Anecdotal feedbackAnecdotal feedback

Positive comments from staff and Positive comments from staff and studentsstudents

CostsCosts

About $0.13 per messageAbout $0.13 per message