Study Finds Text Messaging More Effective for Healthcare Surveys than Phone Calls

From collecting patient data to conducting clinical trials, a well-run survey can make a big difference in how efficient and effective your health organization is run. A new study published in PLos One suggests that health surveys conducted over text messages gather higher quality data than surveys conducted over phone calls.

Comparing survey responses from text messages and phone calls

The study, titled Precision and Disclosure in Text and Voice Interviews on Smartphones, was a joint collaboration with several researchers from the New School in New York, The University Of Maryland, the University of Michigan and other institutions. The researchers wanted to find whether people who participated in a survey over text message answered the questions with greater precision and fuller disclosure than they did over a phone call.

Over 600 randomized participants were asked to fill out a survey delivered in one of four ways: automated text messages, manually sent text messages, automated voice calls, and manually placed voice calls. After participants filled out the surveys, researchers gauged the quality of the data by measuring the extent to which responses were both careful and conscientious. For example, researchers measured the extent to which respondents might round up or round down their answers instead of carefully thinking through a question, or by responding with the same answer for multiple questions in a row instead of varying their responses. They also determined how willing people were to disclose sensitive information via text message as opposed to over the phone.

Study participants answered survey questions more conscientiously and honestly over SMS

The study found that not only did people who answered the survey via text messages answer more conscientiously, but that they also answered more honestly. Patients who took the survey over text messaging, for instance, had greater disclosure level of sensitive information – such as their number of sexual partners or the amount of alcohol they drank. Text message respondents also reported a preference for text message surveys, thereby suggesting that text messaging could quite possibly be the best way to collect data from patients.

Why text messaging works better than phone calls for collecting Client responses

Text messaging is the better option than phone calls for conducting health surveys for several reasons. First, since participants can answer survey questions while carrying out their daily routines, it gives participants more freedom to answer questions thoughtfully on their own schedule. Indeed, the ability to answer questions within one’s own time frame grants participants a more relaxed attitude towards the survey in general, meaning that they are less likely to rush through the questions than they would with a telephone conversation.

Second, text messaging lends better results to data collection is because it grants the participant more anonymity than a phone call. People are more likely to be honest when they don’t have hear their own words or address a person on the other end of the phone line. The phenomenon of "satisficing" or giving answers that are perceived to be desired by the person conducting the survey in order to end the call, irregardless of whether it's an honest answer) plagues phone surveys, whereas, clients tend not to do so during text surveys.

Lastly, a text messaging platform like PreventionPays has the ability to store all the data collected in text message surveys, which is an invaluable feature for researchers because it compiles all the answers into a single, organized database. No need to spend time transcribing the survey results from a voice recording or hardcopy survey into a database!

How text messaging surveys can contribute to the healthcare industry

Using text messaging to collect data can be useful in a variety of ways in the healthcare industry. For example, you can use text messaging to:

• Find and organize participants for a clinical trial: Text messaging can be used to attract and retain potential participants, guide participants through the trial, as well as determine their eligibility based on a short survey.
• Gather feedback on patient care after their discharge: Text messaging allows you to poll your patients using both multiple choice questions and open-ended questions about their quality of stay at your hospital or clinic.
• Improve employee satisfaction: Text messaging can be used internally as well as externally, and it could greatly behoove your organization to conduct an SMS survey with your employees that guarantees anonymity and (as this study suggests) encourages full and honest disclosure.

Regardless of the data that you’re collecting, the ability to collect honest and carefully considered answers and compile all the information on a single platform makes it a lot easier to analyze your data and make improvements to your organization. Text messaging is a great way to make your organization run smoother and achieve better results – and it can start today.

Want to activate a survey? Easy! Already a client? Email or call us so we can pick a time to assess your unique needs and deploy a solution! Want more info on how PreventionPays Text can help you? Email "info@preventionpaystext.com" or text DEMO to 85511

Responding while on-the-go can be as simple as 1, 2, 3!

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citation: University of Michigan, New York New School, U of Maryland Co-Researchers Schober MF, Conrad FG, Antoun C, Ehlen P, Fail S, Hupp AL, et al. (2015) Precision and Disclosure in Text and Voice Interviews on Smartphones. PLoS ONE 10(6): e0128337. doi:10.1371/journal.pone.0128337

Getting Help "OnDemand" from 211 in Oklahoma! A Fully Automated Text Referral Utility

Getting help by text through a fully automated triage that queries end users for their zip code and need and then presents the information to the CRM and receives the three closest referrals and then delivers those referrals to the end user's mobile phone in under 30 seconds! Amazing right?

So, how does it work? Simple. Oklahoma residents text keyword "211OK" to 898211 and then what happens next is truly magical. A series of text messages will ensue obtaining end user's zip code and issue and then, within seconds, "thank you... in a moment you will receive three referrals for your zip code and need." Then, beep, beep, beep (or buzz, buzz, buzz depending on your phone) the screen lights up with the referrals and the end user never utters a word to the call specialist. The exchange is recorded in their CRM (powered by "RTM Designs") and a live operator doesn't even need to know that the event took place.

We're so excited about this new functionality and look forward to sharing it with other 211s and I&Rs. Please note, with each OnDemand encounter, end users are alerted that they can text their zip code at anytime to access live support. So, if something goes wrong or they can't find what they're looking for, they're always just a text away from two-way, live support. We understand that automated referrals can be tricky business and we want to be sensitive to the fact that automation will not solve everyone's problems. However, so far, this tool has saved the agency time and resources. They're already answering less calls because more of those contacts are being handled by the OnDemand service. So, in that respect, it's doing exactly what it's supposed to be doing, helping alleviate stress on over-burdened phones.  

According the Oklahoma 211, they see this as just another choice in how their community receives information. You can go to their website and find resources through the decision tree or you can text 211OK to 898211 and respond to the automated questions. The Next-Gen help-seeker is already here, walking among us.  Oklahoma 211 is working to find ways to expand their service capacity so that they can make a smooth transition and hopefully bridge the generation gap by giving GenYs and Millennials information in ways that are more consistent with Next-Gen preferences. This work builds on prior work in Idaho and Connecticut where automated referrals are being transmitted to mobile phones in a fully-automated exchange. In Connecticut, it's food bank referrals, in Idaho, it's a free lunch program during the summer months. 

Interested in learning more about how Oklahoma 211 started this work? Donnie House is the project lead, she can be reached at: dhouse@csctulsa.org visit their website! 

If you're interested in learning more about OnDemand Text services, text DEMO to 85511 or call us at 805.653.6000 You can can also email info@preventionpaystext.com

“We are so pleased with the project! It’s already making a huge difference in how our community receives help with critical resources like utility assistance and food related resources while freeing up specialist to focus on helping other clients with more complex needs. A win-win!”

— Donnie House, Program Manager, Community Service Council, Tulsa, Oklahoma 211

"IN211 Partnership" Works Together to Respond to I&R Texts!

In early 2016, IN211 Partnership approached the PreventionPays team with one question, can we share our traffic? We said, when do you want to start? 

It's great that 211s can offer their services through more channels than the phone. With 80% of Americans texting more than they make voice calls and email, combined, it's no wonder texting has become the most important communication upgrade for 211 Contact Centers. But what happens when a text isn't answered? 211s in Indiana are working together to ensure that doesn't happen.

PreventionPays Text has lead the way developing an enterprise level website powered by a Tier 1 short code, 898211 aka "TXT211" that enables 211 Contact Centers to respond via live two-way text conversations, to requests from the public for help finding food, shelter, health services, clothing, child care, housing and so much more. How does it work? The model is simple. An end user (individuals, families) can text their 5-digit zip code to the short code, 898211. Then, their text is routed to the 211 that's responsible for calls/texts from that zip code. This model is working extremely well. In fact, United Way 211 in Atlanta (the first 211 in the U.S.) saw their text traffic go from 500 unique encounters in April 2015, to now more than 4,500 request per month!  And that number just keeps climbing! 

We believe the drastic increase is due to the expanding base of end users. More and more people who grew up texting (gen-y, millennials) are finding themselves entering the stage of their life where they need more social services. A temporary financial setback can be catastrophic without help - losing one's job results in loss of wages, which results in missed payments. What supports are available for them? Who will help them with basic needs like putting food on the table and paying rent? That's where 211 comes in. They are by nature, a help hotline for people who need help, a clearinghouse for information and referrals (I&R).

211s specialize in connecting communities to these vital resources. And they're a filter for all the predatory services like high interest personal loans and payday advances. They maintain a current database of social services and they're a critical safety net for the public - they keep people off the streets with roofs over their heads and a shirt on their backs - literally. Great, right? But what happens when the people needing the help stop using the channel 211 uses to make these connections? "Calling" 211 (as in picking up the phone and dialing 2-1-1) is becoming an increasingly foreign concept, particularly among the next-gen help-seeker that uses their smart phone for just about everything, EXCEPT placing phone calls. Who could've predicted that?! In fact text is the most used function on our phones. By contrast, making calls is 6th on that list. (source: PEW Research)

This is the cold, hard truth that 211 managers are facing, with declining numbers of calls, which grow month over month. Many 211 managers are turning to other channels to boost their numbers. And text has been the most widely used alternative. Why? It's universal. Just about everyone texts. Seniors are now texting 211. According to Pew Research, Americans 55 and under text more than they talk on the phone and email. And it's the 55 and up segment that is fastest growing.  211 can reach all groups regardless of age, gender, ethnicity. A simple, easy way to get vital information. 

The short code, 898211 is provisioned with all carriers in the United States. In fact, it's the only Tier 1 short code provisioned specifically for 211 related communications and now shared by dozens of 211s across the country. Unsure if your 211 is covered? Try it! Text your zip code to 898211! For covered zip codes, you'll get an optin message and simultaneously routed to the closest 211. For zip codes that are not yet covered, you'll get an automated bounce back, "We're sorry we don't understand your text... please only text the zip code/keyword for the program you're trying to reach or dial 211." The system is calibrated to always provide a response even when live help isn't available.

In Indiana, all six 211 sites have successfully launched texting services on 898211 with one additional component - they've agreed to join forces to create a safety net for each other! That means if you live in Indiana, your text will go to the closest 211. If the closest 211 doesn't respond to your text in 5 minutes, the other five sites have agreed to be backup and to cover for each other, in the same ways that they cover each others' phone calls when needed.  So, staff at the other sites will get an alert about the unanswered text in their neighbor's queue and then have the option to click the text and respond! Therefore, if specialists are tied up on calls, or they need to schedule an all-staff meeting, the "network" will respond when any of the individual sites cannot. This project is emblematic of where services with an online presence (web-based, SaaS) are going next. Why let a text go unanswered?  By working together on the same text service platform, these agencies are tackling a very big issue with a very simple solution.  Congratulations, Indiana 211 Partnership for being trailblazers in the I&R sector!  It's also important to note, the short code 898211, a dedicated, branded short code for 211 services, is powering these communications. The concept of sharing traffic is only made possible because everyone in the state is texting 898211 and all 211 contact centers are using the same web-based application to respond to those texts.  In early 2016, IN211 Partnership approached the PreventionPays team with one question, can we share our traffic? We said, when do you want to start? 

Want more info? Are you a 211 seeking texting services for your agency? Text DEMO to 898211 or call us at our office 805.653.6000. You may also email info@preventionpaystext.com

Are you a member of the public and need help? Text your zip code to 898211 or call 211.  Want more info about this exciting work? Visit IN211 Partnership or email info@IN211.org 

Cheryl Graham, director or United Way 211 Howard County will be sharing about their progress and strategies during a webinar on September 6, you can register here (make sure to select the September 6th option): https://attendee.gotowebinar.com/rt/2726525326567937026

Great news!  IN211 developed marketing materials to promote the new service and call to action: "text your zip code to 898211". They have generously offered to share their materials and messages with other 211s. You can view their portfolio here:   http://unitedwayhoco.org/get-help/2-1-1united-way-of-howard-county/2-1-1-marketing-materials