Research SMS Text Message Services
SMS Text services allow messages to be delivered to a research participants mobile device. These services may be helpful when working with recruitment, time sensitive notices, and data capture. The CTSI BMIC primarily works with Twilio (SMS and communication aggregator) via a direct integration with REDCap. However Twilio accounts can be set up independently and used with approved third-party services or applications you may wish to build or integrate with to utilize SMS communication with research participants.
SMS text message communications may be preferred over email delivery for timeliness and ease of use depending on project requirements. A Business Associates Agreement (BAA) between the University of Utah and Twilio gives researchers, operational support groups and other users of SMS Twilio accounts BAA protection of data and auditing services within Twilio using a “HIPAA Accounts” product from Twilio. The CTSI BMIC Twilio Recharge Service Center facilitates set up and maintenance of accounts for this use.
Some key features of SMS for research purposes are:
- SMS text message delivery allows important notices to be delivered directly to the end-users personal device within seconds
- Research participants don't have to wait for email delivery, log in to email, and scrub email for the needed notice or survey invitation
- Twilio may be used with the REDCap application or with Third Party Tools so long as the tool is API compatible in order to utilize the assigned phone number, and authorization credentials such as SID, and token.
- If you wish to use Twilio services for research purposes, ensure your IRB has approved the study for SMS communications!
Limitations:
- Images (MMS) are not supported with this service in REDCap. Other third party applications you may wish to use with Twilio may support multimedia messages.
- Study personnel cannot make outgoing calls using this service or assigned number.
- PHI/PII must not be included in the SMS text message, SMS communication is not encrypted and is used for notifications that do not disclose PHI or PII.
Twilio programmable SMS service(s) are versatile and primarily facilitates project communications
Daily Data Capture
Use Case: A study team needs to collect morning and evening survey logs for a total of 90 days. Due to the nature of the their study, they need to be able to send the morning and evening surveys to the participants device. The participant is expected to uploaded a picture of their meal morning and night, at a time previously specified by the participant
Tools used: Twilio SMS service, REDCap project with Automated Survey Invitations
Data Capture for Visually Impaired
Use Case: A study team needs to capture daily surveys for a demographic of participants who are visually impaired.
There are three ways to send a survey as voice call: view here
Tools used: Twilio Voice service, REDCap project
Appointment Reminders / Notices
Use Case: A study team needs to capture participant data across many weeks. At the time of the current visit, the upcoming visit must be scheduled. There’s is a need to send the participant an appointment reminder 3 days in advance to confirm attendance.
Tools used: Twilio SMS service, REDCap project Alerts & Triggers
Direct to External Site
Use Case: A [link] is hosted in the SMS body that is delivered to end user. Once they end user clicks the link, they will be directed to the associated webpage via their phones web browser.
Tools used: Twilio SMS service, External Site and/or REDCap
Example of SMS delivery to end users
|
Simple Alerts |
Message to with links to REDCap surveys |
REDCap survey display via phone web browser: |
|
|
|
More information on Twilio Services with REDCap:
- Twilio’s service is often used in REDCap to send a [survey-link] to end-users via SMS to capture or provide needed information, the same methodology can be applied when working with a Third Party Tool.
Cost:
- Annual usage fee of $350 per Project
- Variable monthly usage fees are passed on to project team monthly
Requesting Twilio Services:
To request Twilio services, the BMIC team is required by federal regulations to submit a campaign registration request to Twilio’s Third Party vetting team. To requesting the service, you will be required to provide the needed project/campaign details before the BMIC may initiate the request.
Submit a request for Twilio Services
Assets to have prepared:
- An explanation and image example that showcases how end users opt-in to receiving SMS/phone communications.
- 2 example messages which encompass your study/projects communications that will be delivered via SMS to end user. The message samples will be used by carriers to help identify your traffic.
NOTE: It may take up to 4 weeks before a Twilio phone number can be released to a project team!
After the campaign has been verified, phone carriers periodically review the campaign details to ensure the messages being sent align with the registered campaign.
- If you anticipate your project will be utilized over many years or will likely require updates as the study progresses, we do suggest purchasing 2 numbers under your projects account.
- 1 phone number for your ‘production’ project
- 1 phone number to be used in a copied version of your production project, allowing you to test updates for accuracy before implementing to your existing production environment.
- Twilio services will not be closed out by default
- You must submit a ticket to request account closure when appropriate to ensure recurring charges do not continue!