Raider Success Hub Text Message Policy

Academic Innovation & Student Success | Texas Tech University

Unless one of the exception criteria listed below are met, text messages – including SMS and MMS messages – sent to the student community should only be communicated via the Raider Success Hub (RSH). Text messaging is intended to supplement Texas Tech's current student communications strategy, and this policy is devoted to the texting medium.

The text messaging policy applies to any RSH-affiliated individual granted permission to text students regarding university academic-related matters out of the Raider Success Hub only. Departments, researchers and other academic personnel using SMS to communicate with students through university-approved platforms outside of RSH are exempt from this policy.

NOTE: This policy is intended for everyday, non-emergency use. Emergency notifications are managed through the Texas Tech Office of Communications and Marketing via the Emergency Communications Center.

Definitions and Language

RSH – Raider Success Hub

SMS – A text message of up to 160 characters without an attached file or image.

MMS – A text message that includes a file – image, video, emoji, or a website link.

NOTE: Throughout this document, SMS will be used when referring to both SMS and MMS messaging.

Opt In

Students are able to opt into SMS messaging through multiple methods.

1. By visiting their student profile page in RSH. More information on the types of messages sent through RSH are below.
2. Alternatively, students can opt-in via their mobile phone by texting "YES" to 486787 or 806-742-1278 and confirming subscription through the messaging prompts.
3. Students also have the opportunity to opt-in during Red Raider Orientation.

Opt Out

Each text message should include information on how to opt out of future text communications. Students can opt-out of RSH text messaging at any time. If students do not want to receive messages, they can:

• Reply to the short code or phone number from which they received a message with STOP or...
• Opt out by visiting their student profile in RSH.

After opting out, students can opt back in if they choose by following the opt-in guidance above. Opting out as outlined above refers to RSH only.

What to Expect: RSH Text Messaging to Current Students

RSH supports two-way messaging between authorized users and current students. Authorized users include success team members, help desk personnel and academic marketing representatives to relay information on:

• Academics & Registration
  • Appointment reminders
  • Important deadlines
  • Registration reminders
  • Holds status
  • Student feedback after appointments
  • Success team check-ins
• Financial
  
  • Reminders and deadlines
• Graduation Preparation
  • Application for graduation
  • Commencement details
• Other matters that are time sensitive and necessary for student success.

Students should use text messaging to:

• Respond to success team questions and surveys
• Pose an academic-related question

RSH text messages support two-way communication between the student and the success team. Automated messages are intact to provide instant responses received from students and provide further direction. 

NOTE: Email is still the primary form of communication for official academic-related messaging. It is important for students to check their TTU email for updates and information.

Communication Frequency

Messaging frequency will vary and depend on what, if any, appointments are scheduled with the student and the success team, if registration is near and what important deadlines are upcoming. During key times listed above, messages may be sent more often. The student should not expect to receive more than two text messages per month outside of the parameters above.

Acceptable Use

1. FERPA regulations and guidelines that are followed when sending any other form of communication to students should be followed when sending communications through text message.
2. All messages sent to students must include instructions for opting out.
3. Students will never be asked for personally identifiable information through text messaging from TTU.
   1. If you receive a message asking for personal information:
      1. Do not reply to the message
      2. Alert IT Help Central at (806) 742-4357 or email ithelpcentral@ttu.edu.

Privacy

Due to FERPA regulations, some personal and sensitive information cannot be sent via text message. If sensitive information needs to be discussed with a member of the success team, the student will be asked to discuss in person or other appropriate formats, as indicated in the student's FERPA preferences.

We take your privacy seriously.

• Review our Privacy Policy

Additional Information:

• FERPA
• OP 70.40: Information Privacy and Confidentiality Statements