YakChat Guidelines and Best Practices

Guidelines:

Before using YakChat, please note the following:

• YakChat is the ONLY platform that may be used to send text messages to a participant
• YakChat messages must NOT contain Personally Identifiable Information (PII)/sensitive data (Social Security Numbers, passwords, credit card numbers, etc.)
  • The exchange of sensitive information is best suited to encrypted email, and should not take place over YakChat
• Case-relevant content may be copied into the customer's case record, as appropriate/necessary
• Before closing a case as unsuccessful, YakChat should be utilized as another means of contacting a customer

When sending a YakChat message to a customer for the first time:

• Identify yourself to the participant & do not use the customer's Last Name
  • For example:
    • "Hi ________. This is ________ from ACCES-VR. We met while you were in high school, but we haven't talked for a while. Would you be available to speak on the phone for a few minutes?"
• Note, the participant may opt out of receiving messages from you at any time by replying “STOP”
  • If a STOP message is received, this must be recorded in the participant’s case record

Best Practices:

• Please avoid sending very long messages that may be difficult for customers to read on their mobile phone
  • Send links instead of copying/pasting the content of a webpage
  • Use concise language
• Please do not copy entire emails into YakChat messages
• Use YakChat to communicate short, individually targeted messages, such as:
  • Upcoming deadlines
  • Appointment reminders
• YakChat texting must not be used as the sole means of communicating an urgent or essential message
• Ensure the content of the message is appropriate (adhere to same communication standards as used in email):
  • Be professional and polite (messages must never contain offensive, abusive, or inappropriate language)
• Review all messages prior to sending to ensure accuracy:
  • Ensure the recipient is correct

NYSED/ACCES-VR Resources:

• ACCES-VR Confidentiality Policy
• ACCES-VR Confidentiality Procedure
• NYSED Information Security Office Policies