Research SMS Text Message Services
SMS Text services allow messages to be delivered to a research participants mobile device. SMS text message communications may be preferred over email delivery for timeliness and ease of use depending on project requirements. The below services may be helpful when working with recruitment, time sensitive notices, and data capture.
Mosio provides 2-way SMS services
- Texting dashboard allows research teams to engage with participants.
Twilio provides 1-way SMS delivery service with REDCap and API integration for custom applications
- The CTSI BMIC primarily works with Twilio (SMS and communication aggregator) via a direct integration with REDCap.
- Twilio may also be used with approved third-party services or applications you may wish to build or integrate with to utilize SMS communication with research participants. (so long as the tool is API compatible in order to utilize the assigned phone number, and authorization credentials such as SID, and token) Architecting for HIPAA with custom services can be found here and eligible for consideration can be found here.
A Business Associates Agreement (BAA) between the University of Utah and each of these services provides researchers, operational support groups and other users BAA protection of data and auditing services. The CTSI BMIC SMS 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 no longer need to wait for email delivery, log in to email, and scrub email for the needed notice or survey invitation
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.
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
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Simple Alerts |
Message to with links to REDCap surveys |
REDCap survey display via phone web browser: |
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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:
Mosio 2-way SMS: Current recommended 2-way mechanism for participant direct interaction
Interactive SMS project dashboard & features (single phone number)
Annual subscription model ($314) includes:
- 2 user logins
- Additional user logins you may be purchased for $3 / Month per login
- 3,000 outbound message segments per year
- Additional segments may be purchase as needed $50 per 3,000 message segments
Message Segments: There are 160 characters allowed in a text message for English. Languages using emojis, accents, or special characters only allow 70 characters per text. Mosio, will concatenate the texts, appearing on the phone as one long message, but sending over multiple segments.
Mosio's Free Character Counter for Text Messaging
If you wish to use Mosio within your IRB associated REDCap project to deliver REDCap Survey links and alerts, this can be setup with an additional $9 monthly fee. This is not included in the Annual subscription cost.
More info: Mosio 2-way Texting Messaging
Twilio 1-way SMS delivery: Current recommended 1-way mechanism for REDCap projects.
- Annual usage fee of $386
- Variable monthly usage & admin fees will be charged monthly
- Additional costs details can be found in the below guide
- 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!
More info: Twilio 1-way SMS
How to request SMS services:
To request SMS services, the BMIC team is required by federal regulations to submit a campaign registration request. To request services, you will be required to provide the needed project/campaign details before the BMIC may initiate the request.
If you already have a CTSI ProTracks project registration number (or) have general questions..
If you’ve not yet registered your project in ProTracks, follow the below link to do so and select the desired service (Twilio or Mosio) before clicking submit:
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.