Onboarding Guide

Welcome to Mosio! We’ve made this onboarding document to help you get the most out of automated and two-way text messaging for your projects.

Outline

1. Action Required: 10DLC Texting Number Registration and Update Your First Project

2. How are you collecting data? REDCap, Qualtrics, etc.

3. Knowledge Base and Video Walkthroughs

4. Support (Best Practices)

5. Choosing the right Modules

6. Before You Get Started (Things to Consider)

7. Frequently Asked Questions

Want to jump ahead? Watch our Quick Reference videos at https://www.mosio.com/videoguides/#quick

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Action Required: 10DLC Texting Number Registration

We’ll handle all 10DLC registration for you, but first we need some information. Login to your account and complete the form and we’ll take on the rest. In your welcome email, you should have received a direct link to the form. Otherwise you’ll see an orange banner at the top.

 Action Required: Update Your First Project

After you’ve logged in:

- Customize your Autoresponder (Tools > Autoresponder)

- Update your project settings like time zone, voice forwarding, etc. (Tools > Project Settings)

- If you’re using REDCap, you can view and copy your API Key to paste into your REDCap project (Quicklinks > RCD Dashboard).

- Invite colleagues and team members (Tools > User Accounts)

- There’s a host of other Project settings you can update. Settings are Project-specific so you have flexibility in how you manage each text line.

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How are you collecting data? (REDCap, Qualtrics, etc)
If you’re using REDCap, you’ll want to visit our REDCap User Guide.

If you’re using Qualtrics or any other EDC software, we do not directly integrate with them, but you are able to send links to surveys, questionnaires, or anything else through Mosio. For these types of services, we recommend using Mosio Surveys for “Compliance Confirmation.”

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Knowledge Base (You're here!)
We are constantly creating new knowledge base articles and video guides based on client questions. We recommend starting here so you can search for assistance or submit a request if you’re not finding what you’re looking for. https://www.mosio.com/support

Video Walkthroughs
Video guides can be found from the Knowledge Base above or on their own page.
https://www.mosio.com/videoguides

Support (Again, You're Here)

We are hopeful that the knowledge base and video guides provide you with everything you need to get up and running quickly. We do understand that some account-specific questions or support is needed.

For the fastest support, please visit the support page at https://www.mosio.com/support

If you cannot find a solution to your issue on that page, use the Submit a Request form. This helps us get you the quickest response possible.

Multiple people monitor the support channel, so there is a better chance of getting eyes on your issue than replying to any single person you have been working with.

For privacy and data security reasons, no one on the Client Services team can see anything related to your account.

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Choosing the right Modules

Clients often ask “which functions do most people use?” It really depends on your study goals for communication, improving adherence and data collection. No one ever uses everything all at once, so we recommend getting started with the core functions (see the “Before You Get Started” section below) best for one of your projects and then explore what else is available to you.

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Before You Get Started (Things to Consider)
We hope this guide offers you some things to consider when using text messaging in your project(s). Maybe it confirms what you already know? Either way, if you have any questions about anything you read here, let us know.

Document the Communication Requirements for Your Project
This is the who/what/when document to ensure the research team is on the same page regarding how text messaging will benefit your project. It may include all communications, staff workflow and permissions.

Ask "How Will Text Messaging Help Us?"
There's a reason you're reading this: you feel that text messaging can help your project be a success while saving you and your team a lot of time. It's true! One of the best ways to think about how automated texting can make your life better is to list off the ways email, telephone and other communications have fallen short of expectations. With that list you can see if text messaging can fill those gaps.

Message Content, Surveys, Scheduling and Timeline
Think of all aspects of communications, including what the messages are going to say and when you'll send them Even if you're using a third-party system to collect survey data, you'll want to write out what the messages look like to deliver the link. You may also want to determine content for nudge reminders to participants who have not completed their surveys. Mosio has default content for most of these functions, but we encourage clients to customize these messages to be more relevant for your project.

Keep your Texts Short!

You can have up to 160 characters per text. Long texts can be helpful and are automatically combined to display as one message on the phone, but they are billed by the carriers per segment (each segment = 1 text). Check the character counter in your Mosio dashboard to craft your messages first.

Be mindful of spammy language in your messaging content.

Registering your 10DLC texting number doesn’t free you from having messages get marked as spam. Be mindful of content that includes spammy language like $ and do not use bitly as a link shortener. Mosio has its own, so use that if you can. Like email, spam filters are always changing and evolving, so you should test your messages first to avoid spam filters and help with delivery.

Informed Consent Language for Text Messaging
While ICF or e-consent language will likely be provided or approved by your organization, we offer verbiage and phrasing guidelines for text messaging communications that you can copy/paste into your informed consent forms. This includes getting permission to text with participants/patients, an idea of the frequency of messages they'll receive and how they can opt out of text messages.

IRB Preparation
IRBs are more aware of text messaging as a communication tool than they were, even a few years ago. Many have heard of Mosio, knowing we focus on clinical research and public health programs. We are not a re-packaged SMS marketing software company. When you're ready, we can provide you with our privacy and data security statement. This will be useful for IRBs and your Security/IT Department.

Do You Need a Letter of Support (LOS)?
Some teams need a LOS from their vendors. If you have a LOS you'd like us to review and sign, we're happy to do so. Otherwise, we can provide you with a general template you can customize and return for review and signature. We are happy to assist with the support needed for the success of your grant proposal.

Budgeting for Unforeseeable Delays
Recruitment is one of the biggest challenges in studies and pilot programs, causing program delays. It is not always the case, but we recommend budgeting 3 extra months costing in any license you have with us (or another vendor) just in case you need the extra time to complete your project. We find researchers prefer to have this extra time built into their budget, up front.

Testing Your Setup
After your system is configured (and tested by the Development team), we recommend giving your team 3-4 weeks to test before you go live. We know sometimes this isn't realistic with project timelines, but even a week can help the project team be more comfortable with how the technology works and what they'll need to do.

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Frequently Asked Questions (FAQs)

These FAQs have been taken from what clients typically ask about the Mosio system. Our hope is that the information you find here gives you more confidence in Mosio's capabilities. Or, at the least, gives you some great Q&A as you consider how you'll go about using text messaging communications in your programs.

Do we get a local texting number for our text lines?
Yes! We’ll ask you for the area code for that text line, then we’ll get you a dedicated texting number for your project in that area code, per availability. When adding new projects you are able to add an area code and choose from a list of available numbers.

What are the different ways we can use the text lines with our plans?
You can combine the Mosio projects/text lines in any way that is easiest for you. With the Basic Plan, you can have 10 different projects with text lines each. Or you can have 1 “General Use” text line (like you do an office number) and 9 other text lines for projects. Or you can have one study that has 10 separate offices/or sites.

What happens when a participant replies to a message in the Direct Plan?
When a participant responds to a message on the Direct Plan their message will show up in your Text History reports. Autoresponders and TextChat functions are available in Basic and Plus plans.

If I’m on a Direct Plan, can I upgrade to Basic or Plus to add two-way texting with my current setup?
Yes! In fact, if you are currently using Direct to send REDCap alerts or notifications via text message, you can keep those functions running. Upgrading to a Basic or Plus Plan gives you access to the full Mosio dashboard, including two-way TextChat, automated scheduling with Storylines, Appointment Reminders, Autoresponders, and Alerts. Video with more info

Is there a cost for voice forwarding to one of our phone numbers?
Yes. 1 minute is 1 message credit.

How does Click to Call work?
Mosio is a text messaging communications automation service for research and health projects, but we offer simple voice solutions for clients, especially those who have previously used other services like Google Voice. To activate it in your Basic or Plus plan, send in a support ticket. Instructions on how to call a participant will be included after activation. 1 click to call minute is 3 message credits. While useful, we recommend using your office line and voice forwarding options for phone calls.

Can we port our existing numbers to Mosio? If so, what is the cost?
Yes and it is free to do so. We don’t recommend doing it on live projects because it can take 3-5 business days, but we’re happy to help. More info

Is Mosio HIPAA and 21 CFR Part 11 compliant?
Yes. We can offer our privacy and data security statement to clients. Organizations needing a BAA, MSA or Security Review do so under an RCD License.

Does my IT team or REDCap Admins offering support account logins count against my plan?
If your organization holds an RCD License with Mosio, your REDCap Admins are able to be added to your Projects and not have their login count as one of the logins associated with your Plan.

Why is it one text line/texting number per project?
For a number of reasons, including 10DLC registration restrictions to experience observing how clients have used Mosio in the past, our Dev team has configured the system so each Project in your Mosio Account has a dedicated texting number. This is to ensure the best service and maximum deliverability for messages in your projects, something we can’t guarantee when multiple projects are sharing a single texting number.

Is there two-way text messaging with the Direct Plan?
Not through the Mosio dashboard. Two-way text messaging is available with Basic and Plus Plans. There is, however, functionality in REDCap called “conversations” (SMS surveys via REDCap). You’ll want to check with your REDCap Admin to make sure that feature is available within your version of REDCap.

Can we send and receive photos (MMS)?
Yes, both ways. For sending out there is a cost. 1 MMS = 5 Credits.

What APIs do developers have access to with Mosio plans?
We have a library of over 40 APIs. Basic and Plus Plans include 5 APIs. Custom projects can include others as listed above.

What are “segments” and how are they different from messages?
SMS messages are made up of character batches called segments. Each segment is limited to 160 simple characters to fit network limitations. Mosio has built-in character counters so there are no surprises. More info

Thanks for allowing us to assist you in improving communications, adherence, and data collection efforts in your studies through automated text messaging.

We built this software for you and it is your usage and suggestions that help us make it better.

Sincerely,

Jay, Noel, and the Mosio Team