How to Improve Mass Notification, Part II
In this article, MIR3 provides two more ways to motivate a greater percentage of your recipients to answer back.
Make it clear who wrote the notification
Indicating who sent a message will help with both the consistency and clarity we discussed last time. Your recipients will start to recognize types of messages by who sent them and respond accordingly.
Keep in mind, however, it’s usually better to identify the sender by function, rather than name. A message from the CIO is bound to get more attention than the name Jerry Smith, especially because not all recipients may recognize the sender’s name. Common names, in particular, can lead to the kind of confusion that kills response rates.
If you use an ANI (automatic number identifier) for a consistent caller ID, make sure you use it every time—no matter who is sending the message. Your recipients will see the number and know that they are expected to pay attention to the notification and to respond.
Use a predictable structure across all messages
Anything that helps recipients to quickly identify the general message content—and what needs to be done next—is a good thing.
For instance, an IT employee might be set to receive incident alerts that require her to accept responsibility for taking action. At the same time, she might also be signed up to receive general employee alerts about everything from severe weather to health and safety issues. And finally, she may also receive more tailored messages, such as HR benefit information.
Clearly the level of importance of these messages varies—so it’s important that the recipient doesn’t overlook one because she thought it was another.
To ensure a consistent structure, consider:
- Using standard content in your message title (for example, “HR Update” or “Critical Incident”)
- Use alternative identifiers for those who are sending the messages (for example, making sure that messages sent out by anyone in IT appear to come from the CIO)
And remember—if you’re sending emails, you can take advantage of things like HTML banners or first-line content to help ensure your messages are responded to.
More next time
MIR3 has now covered four ways to improve your response rates. In the final post of this series, we’ll look at two more. Learn more from the white paper, Best Practices in Using a Notification System.