Nearly everyone has a cell phone – and many clients like the convenience of communicating via text. While this can be a great service to provide your clients, don’t slack on documentation when texting.
- Get permission from the client to communicate this way if you are initiating texts to them.
- Turn on the “read receipts” function, which may help you confirm the client received your message.
- Ensure correspondence via text is the same quality as email you would send. It’s easy to use more shorthand or looser language when texting, which can create miscommunications. As with email, put responsibility back on the client where you can. For example, if you explain a coverage aspect, ask the client if they understand or have any additional questions.
- Document texts and include them in your files. Texts can typically be forwarded to email. Search online to determine how to accomplish this with the cellphone you use. Some agencies use screenshots. Stress to staff that texts should be consistently documented in the file – review this as part of their quality-control (QC) process.
- Consider what communications your staff is allowed to make via text. Texts are typically more vulnerable than email, so avoid exchanges that include personally identifiable information (PII). Texts are also more suited to short communications, such as confirming receipt of payment or an application, than more involved coverage discussions.
- Train your staff is on cyber vulnerabilities related to using texts, such as smishing attacks. If you have cyber coverage in place, review the policy to see if there are any restrictions related to using mobile devices.