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  • Brandon Daniell

Two-Way Texting: The Best Channel to Communicate About the New Normal

We're experiencing the transitionary period from the pre-COVID-19 era to the new normal. It's a time filled with excitement as we get to see people we maybe have seen in many months and participate in activities that needed to be put on hold. It's also going to be a time of challenges and uncertainty as the fight against COVID-19 and its variants continues.


During this transitionary period, companies and organizations that use two-way text messaging will undoubtedly find it to be one of the best — if not the best — channels to reach and communicate with their customers and staff. Some of the ways we're seeing our customers using the Dialog Health two-way texting platform to navigate this period include the following:

  • Informing customers and staff about their reopening and any remaining safety protocols

  • Healthcare providers reaching out to patients to encourage them to schedule overdue appointments and then sending reminders so they keep those appointments or know how to reschedule, if necessary

  • Announcing staff appreciation events

  • Coordinating open enrollment

  • Surveying staff about their willingness to receive the COVID-19 vaccine

  • Sharing locations where staff can receive the vaccine and education about the vaccine

  • Reminding staff about the availability of mental health support services

  • Surveying staff about safety plans and protocols

  • Surveying customers about their experiences and encouraging customers to provide reviews online

  • Continuing to announce positive COVID-19 tests and exposure to COVID-19 to staff and communicating how these affect operations

  • Sharing words of support and appreciation

  • Informing customers and staff about emergencies that affect operations, including power outages, wildfires, and hurricanes

This is a small sampling of how companies and organizations are leveraging two-way texts to navigate the highs, the lows, and everything in between for our transition to the new normal. But regardless of how you use two-way texting, the benefits are universal: Text messaging is a proven method for quickly reaching and successfully engaging with customers/patients, staff, and all other stakeholders. And the data show it: About 95% of texts are read within just minutes of being received, nearly all text messages (97%) are read, and more than 90% of American adults 65 and older text. So, if you want to get a message out fast, to a significant number of people and with a high degree of confidence that your audience will receive and read it, send that message as a text.



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