User Manual - Real Time · able to select YES/NO to optin a subject’s mobile phone number to receive- non-marketing TEXT (i.e. appointment reminder/confirmation and general TEXT

User Manual

September 2018

Version 3.2

Version 3.2.0 www.realtime-ctms.com

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TABLE OF CONTENTS

General Introduction .................................................................................................................................................... 3

FCC Compliance ............................................................................................................................................................. 3

Regulations For subject Opt-In ..................................................................................................................................... 3

TEXT Configuration ....................................................................................................................................................... 4

Text Message Templates and Editing ........................................................................................................................... 4

Phone Number Verification .......................................................................................................................................... 5

Subject Opt-In/Resume ................................................................................................................................................ 6

1. Opting In a New Subject .................................................................................................................................... 6

2. Opt-In at the Appointment Level ...................................................................................................................... 6

3. Manual Opt-In ................................................................................................................................................... 6

4. Text RESUME ..................................................................................................................................................... 7

Subject Opt-Out ............................................................................................................................................................ 7

Visit Event TEXT Messages ............................................................................................................................................ 7

1. Appointment Scheduled TEXT ........................................................................................................................... 7

2. 24-hour Appointment Reminder TEXT .............................................................................................................. 7

TEXT Message Definitions ............................................................................................................................................. 8

1. Scheduling Confirmation Text ........................................................................................................................... 8

2. 24-hour Appointment Reminder....................................................................................................................... 8

3. Cancellation Text ............................................................................................................................................... 8

4. Re-scheduling Text ............................................................................................................................................ 8

5. Re-scheduling Appointment Reminder ............................................................................................................. 8

6. Study Staff Appointment Reminder .................................................................................................................. 8

Character Count ............................................................................................................................................................ 9

Manual Subject TEXT Messaging .................................................................................................................................. 9

Staff Opt-In/Opt-Out .................................................................................................................................................. 10

Staff TEXT Alerts .......................................................................................................................................................... 10

Mass Text Privilege Settings ....................................................................................................................................... 11

Mass TEXT Feature ...................................................................................................................................................... 11

Tracking/ Cancelling a Mass TEXT .............................................................................................................................. 13

Mass Texting Report ................................................................................................................................................... 14

Text Messaging Usage Report .................................................................................................................................... 15


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GENERAL INTRODUCTION

RealTime-TEXT is an integrated feature when enable in RealTime-CTMS that provides SMS TEXT Messaging to research subjects as well as site staff for various types of notifications. This user manual will provide the information necessary to start utilizing RealTime-TEXT. RealTime-TEXT provides the ability to send non-marketing and marketing text messages from within one system!

FCC COMPLIANCE

The Federal Communication Commission (FCC) has very specific rules regarding opt-in procedures for recipients of SMS communications. The information contained in this section provides only a general overview of these rules and it is recommended that you familiarize yourself with FCC regulations prior to implementing the RealTime-TEXT services. These rules are subject to change and it is your responsibility to use the RealTime-TEXT features within FCC regulations.

REGULATIONS FOR SUBJECT OPT-IN

RealTime-TEXT is designed to allow both non-marketing and marketing TEXTs. Both types of TEXT require consent from a subject prior to initiating correspondence.

A non-marketing TEXT message is a purely informational message requested by the recipient for a specific purpose. It does not contain an unsolicited advertisement and is not sent for commercial purposes. Some examples of non-marketing text messages include appointment reminders, bank account balance, credit card fraud alert, customer-care, surveys, and messages by or on behalf of tax-exempt, non-profit entities.

Per the FCC, a subject must give at least a verbal consent to receive non-marketing TEXT messages and consent for marketing TEXT messages must be initiated by the subject and documented. Therefore, RealTime will not automatically opt-in a subject to receive TEXT messages. Subjects must be manually opted-in by a system user upon required consent from the subject and the subject can send in a site specific keyword to opt-in, or can be opted in when applying for a study online.

A marketing TEXT message is communication in the form of advertisement or solicitation. This type of communication requires consent from a subject.

RealTime-TEXT is configured per the FCC standards when sending SMS text messages. Non-marketing TEXT messages are sent via a 10-digit phone number, while marketing TEXT messages are sent via a short code that can be combined with a keyword. RealTime-TEXT allows a subject to easily opt-in and -out of TEXT at any time.


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TEXT CONFIGURATION

When the RealTime-TEXT feature is enabled within RealTime-CTMS, many configurable options specific to this product can be managed by a site administrator within the Configurations page.

The following options are available in TEXT configuration section:

Company Short Name – Use this section to create a “short name” for your site that will appear within text messages. Many companies will use an acronym or other short-form representation of their company as their “short name”. There is a 10 character limit, so fewer characters utilized for the short name will allow more characters to be used for the message. Example: Marta, please confirm your Research Appt. at RT Demo: 9:00 am tomorrow. Reply YES to Confirm, NO to Reschedule. Text STOP to opt-out.

Email Address for SMS Replies – This email address will receive copies of ALL subject-initiated TEXT responses and messages. This way, one central employee can monitor all Subject TEXT messages, including TEXT replies, appointment confirmations and any other inbound TEXT.

SMS Phone Numbers – This is the phone number SMS messages will be sent from for each particular type of TEXT.

Subject Replies – ‘Send Subject Response to Event Creator via Email’ - We advise that you leave this box checked. The checkbox will allow study staff who are participants of a subject visit calendar event to receive an email displaying the subject’s TEXT responses to appointment confirmation responses.

‘Send Subject Response to All Event Participants’- this will send a text message to all staff (e.g. backup coordinators/Doctors) who are involved and added in the visit.

TEXT MESSAGE TEMPLATES AND EDITING

Clicking the blue link at the bottom left of the TEXT Configuration section will allow you to edit the TEXT messages sent to subjects and staff. All messages will include the ‘Text STOP to OPT-OUT’ message; you do not need to add this.


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PHONE NUMBER VERIFICATION

Phone Verification is a RealTime-TEXT enhancement that verifies phone numbers when they are entered into a profile. When a subject’s phone number is entered, and the Update Button is clicked, RealTime will analyze the phone number and determine if it’s a valid/invalid number and the type of phone number it is (i.e. Mobile, Home or Other). Additionally, the phone number Type will automatically toggle to the correct type of phone number. Example: If a number selected as HOME, but is validated as a MOBILE, RealTime will automatically change the number Type to MOBILE. Conversely, if you enter a home number and select MOBILE as the phone type, the system will automatically switch it to OTHER. This will prevent REALTIME-TEXT from sending messages to non-mobile phone numbers.


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SUBJECT OPT-IN/RESUME

There are three different areas within the system where a subject can be easily opted-in to received appointment reminder TEXT messages.

1. OPTING IN A NEW SUBJECT – When initially adding a new subject into the database, you will be able to select YES/NO to opt-in a subject’s mobile phone number to receive non-marketing TEXT (i.e. appointment reminder/confirmation and general TEXT correspondence). This option will only display when MOBILE is selected as the phone type.

2. OPT-IN AT THE APPOINTMENT LEVEL – While on the calendar Event Information screen, you can choose to opt-in a subject for appointment TEXT messaging or leave them opted out.

3. MANUAL OPT-IN – Through the Contact Attempts page, a system user can choose to manually opt-in a subject to receive Appointment Reminders, and/or RealTime-PAY card loads, if applicable. The ability for a user to manually opt-in a subject for Marketing is privileged based detail in the Mass TEXT privilege section.


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4. TEXT RESUME – A subject who has previously opted out of TEXT has the choice to opt back in by replying with the word RESUME to a previous text message sent from the site. If subject does not have a previous text available, they must text the word RESUME to any of the site’s specific SMS phone numbers that can be accessed by a site administrator in the Configuration page.

NOTE: For sites with website integration, please be aware that they will not automatically be opted-in to receive text messages when submitting their contact information. If your site would like all web applicants to be opted into TEXT messaging upon application, then this will need to be configured. To configure this opt in follow these steps:

Administration>Configuration>Expand Web Integration Tab>Select Opt in all new referrals>Update Configuration

SUBJECT OPT-OUT

Text STOP – A subject can opt-out at any time by replying to a TEXT with the word STOP. A subject can also text the word STOP to any of the site’s SMS phone numbers to opt-out of receiving TEXTs.

VISIT EVENT TEXT MESSAGES

When a study visit event is scheduled, the following TEXT messages will be sent to subjects that are opted into TEXT:

1. APPOINTMENT SCHEDULED TEXT – 10 minutes after a subject appointment is scheduled, an appointment scheduling confirmation TEXT message will be sent to the subject. 2. 24-HOUR APPOINTMENT REMINDER TEXT – Approximately 24 hours prior to the subject’s scheduled visit, the subject will receive a reminder TEXT. This TEXT will include language to reply with “YES” to confirm the appointment or “NO” to re-schedule. YES responses will automatically update the calendar event to display as “CONFIRMED” and NO responses will automatically update the calendar event to display as CANCELLED. Responses sent by a subject, other than YES or NO, will generate an email to the recipient listed as the Email Address for SMS Replies within the TEXT Configuration section.


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If configured, an email will also be sent to all Study Event Participants. Additionally, all subject responses will be documented as a Result/ Follow Up in the subject’s Contact Attempts page. For more information, reference Staff Opt-in/Opt-out.

NOTE: 24-hour reminders will be sent to within the hours of 8AM and 7PM. For subject visits that fall outside of this time range, the TEXT reminder will be sent at 8AM or 7PM, whichever is closer to the actual visit time.

Each visit event includes a textbox that allows users to add a personalized message to the subject. This is a great place to enter additional information to be included with the subject’s study visit TEXT reminders. Example: Bring your diary, arrive fasting.

TEXT MESSAGE DEFINITIONS

1. SCHEDULING CONFIRMATION TEXT - TEXT message sent to the subject when a calendar visit

event is scheduled. A TEXT message is sent 10 minutes after the appointment has been saved to the calendar.

2. 24-HOUR APPOINTMENT REMINDER - Reminder TEXT message sent to subjects to confirm a

calendar visit event. A TEXT message is sent 24 hours prior to the appointment. 3. CANCELLATION TEXT - TEXT Message sent to subjects when a calendar visit event has been

cancelled. A TEXT message is sent to the subject when a calendar visit event is deleted. 4. RE-SCHEDULING TEXT - TEXT Message sent to subjects when an existing calendar visit event has

been re-scheduled. A rescheduled TEXT message is only sent if the date or time is edited. A TEXT message is sent 10 minutes after the appointment has been updated.

5. RE-SCHEDULING APPOINTMENT REMINDER - Reminder TEXT message sent to subjects to

confirm a re-scheduled calendar visit event. A TEXT message is sent 24 hours prior to the appointment.

6. STUDY STAFF APPOINTMENT REMINDER - Reminder message sent to study staff at selected

time interval prior to the calendar visit event. Pre-selected event reminder interval has been reached.

NOTE: 24-hour reminders are sent to subjects only within the hours of 8AM and 7PM. For subject visits that fall outside of this time range, the text reminder will be sent at 8AM or 7PM, whichever is closer to the actual visit time


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CHARACTER COUNT

There is a limit of 160 characters per SMS TEXT message. When a personal message is added in addition to an appointment reminder template, the message may exceed 160 characters. If this occurs, additional messages will be sent to ensure every character in the TEXT is delivered.

MANUAL SUBJECT TEXT MESSAGING

Manual TEXT messages can also be sent to a subject from their Contact Attempts page. When creating a contact attempt, a message specific to the subject can be entered as the Result/ Follow Up comment, then check the “Send as SMS Text to subject” checkbox and the note will instantly be sent to the subject via TEXT. Keep in mind the 160 character limit.


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STAFF OPT-IN/OPT-OUT

Site users that have opted in to receive SMS text messages must have a mobile number identified on their profile. Users can also be opted-in to receive SMS replies from Contact Attempts via Email. This function will generate an email for subject replies to the user that initiated the TEXT communication when this box is checked. These options can be managed by a site administrator with the appropriate privileges through the Manage Entities section, when necessary.

STAFF TEXT ALERTS

When adding a new calendar event, staff alerts can be initiated by checking the “Send SMS Text Reminder” checkbox in the Study Staff Reminder section. Any event participant who is opted-in to receive TEXTs in their user profile will receive a text alert at the selected interval.


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MASS TEXT PRIVILEGE SETTINGS

The Mass Text feature has two privileges that can be appended to a system user that is authorized to utilize the feature. A site administrator with the appropriate privileges may authorize a system user by updating the following user’s privileges:

Text: Ability to Manually Enable Marketing Texts – Users with this privilege will be able to manually opt-in a subject through their Contacts Attempt page, to receive marketing texts.

Text: Ability to Mass-Text Subjects – Users with this privilege will be able to send a mass TEXT to subjects when utilizing the Subject Matching Report.

MASS TEXT FEATURE

Mass texting allows users to create a mass marketing TEXT message campaign to a group of pre-identified subjects within the database. Subjects are identified in the Subject Matching Report based on demographic information such as, Age, Gender, Race/Ethnicity, BMI. Subjects with medical history/medications indicated on their profile are easily identified on this report to assist when study specific Inclusion/Exclusion criteria must be met. This report also allows a user to filter for results to only include subjects that are opted in to receive marketing TEXT messages.


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After running the Subject Matching Report, a list of all subjects within the database who meet the specified criteria will populate. Under the criteria result details, the option to send a mass TEXT will become available for subjects who are opted in to receive these messages and have an SMS mobile phone number verified in the system. The number of total subject that will receive a mass TEXT will be indicated in the gray button that reads, “Send Mass Text”.

To initiate a mass TEXT click “Send Mass Text”. A pop up box will appear. Select the desired study, manually enter a message and click Send Now. This message will be in the queue for 10 minutes prior to being sent out. This time is to allow the user to cancel the message, if necessary.

The character counter provides an at-a-glance guide for users to be alerted of the character limit per message. A command message of “Reply with YES to learn more. Text STOP to opt-out” will automatically be appended at the end each message. Subjects that respond yes will be assigned to the study. This is the only TEXT message sent within RealTime that will not automatically include the site ID. This will allow maximum flexibility with the character count limit. Users will need to add a site identifier, if desired.


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TRACKING/ CANCELLING A MASS TEXT

A Mass TEXT is automatically tracked as an advertisement campaign in the Recruitment Campaign Manager of the study selected. The Recruitment Campaign Manager will display the status details of the Mass TEXT campaign. Details include:

• Start/end dates • Cost of the campaign • The number of subjects that were referred, enrolled and randomized • Average cost per subject randomized • If the campaign is invoiceable • Total subjects contacted • Total responses:

The number of subjects who responded - Yes The number of subjects who responded - Other

Clicking on the line item for the mass TEXT campaign will launch an Excel spreadsheet with a list all referrals. When a subject replies YES to a mass TEXT, their recruitment status for that study will be updated to ‘Not Contacted’ alerting the study team of a subject that has expressed interest and has not yet been contacted further.

Cancelling a mass TEXT can be done by clicking the red button under the Options column in the ad campaign located in the Recruitment Campaign Manager. *There is a 10-minute window provided to cancel a Mass TEXT.


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MASS TEXTING REPORT

The Mass Texting report is available for site administrators in the Admin Reports section. An admin can run the report for a single study or multiple studies. The mass text report summarizes the mass Text results and provide a list of respondents and their responses.

Results for the Mass Texting Report will include the number of text messages sent, study, study ID, MRN, First name, Last Name, Phone, email address, delivery status, response received date/time and the response.


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TEXT MESSAGING USAGE REPORT

This report breaks out all the types of messages sent and received in the system. This report can be filtered based on a specified date range entered by the user and be output to Excel. This report will also give a cost breakdown per individual TEXT and total cost.

Documents

User Manual - Real Time · able to select YES/NO to optin a subject’s mobile phone number to receive- non-marketing TEXT (i.e. appointment reminder/confirmation and general TEXT