To conform to wireless industry standards, all SMS uses require senders to obtain permission from each recipient before sending them text messages. The permission must be explicit and be preserved in a written or electronic form. Failure to comply may result in discontinuation of SMS services and/or fines to the University.

This article provides information for the person using a non-cellphone to send text messages, whether to one recipient or many. 

Opt-in Methods for Sending SMS and Text Messages

To gain consent from potential SMS recipients, ask them to opt-in to Cornell University department or service provider SMS or text messages by email or verbally (in-person or in a voice call). The recipients may also initiate participation or complete a web form to provide consent. 

By Email

When requesting SMS send permission via email, the responsible department asks the recipient to consent to this statement: 

"I consent to receive SMS from Cornell University [departmental or service provider]. Reply STOP to opt-out; Reply HELP for support; Message and data rates apply; Messaging frequency may vary. Visit our Privacy and Terms of Service pages.”

Verbally

When requesting SMS send permission verbally (in-person or over a voice call), the responsible department is required to follow a script asking for consent to this statement: 

“I consent to receive SMS from Cornell University [departmental or service provider]. Reply STOP to opt-out; Reply HELP for support; Message and data rates apply; Messaging frequency may vary. Visit https://privacy.cornell.edu/university-privacy-statement for our Privacy Statement and for our Terms of Service, visit https://it.cornell.edu/ringcentral/sms-and-text-message-terms-service.

In a Web Form

If you provide the opportunity to sign up for SMS or text messages in a web form, the consent checkbox must be optional. For example, you cannot require a person using your web form to sign up for a service, office hours, or other activity to consent to SMS or text messaging in order to acquire that service or participate in an activity. The optional SMS opt-in checkbox should state:

“I consent to receive SMS from Cornell University [departmental or service provider]. Reply STOP to opt-out; Reply HELP for support. Message and data rates apply; Messaging frequency may vary. Visit Privacy for privacy policy and Terms of Service for terms of service.

Customer-Initiated

If a Cornell community member reaches out to you via phone, email, or a web form and asks to receive information via SMS or text message, this is known as customer-initiated consent. The responsible department is required to respond with a text including this information: 

“By texting Cornell University [departmental or service provider] at [the department or service provider's phone number used to send SMS or text messages], you agree to receive conversational or notification messages from Cornell University departmental service providers. Reply STOP to opt-out; Reply HELP for support; Messaging frequency may vary. Visit Privacy for privacy policy and Terms of Service for terms of service.

SMS and Text Message Disclosures for Recipients

Regardless of the method used to gain consent, SMS senders should send a confirmation with standard SMS and text message disclosures to ensure the recipient chose the correct Cornell department or service provider. Like the previous examples, this general confirmation includes the required disclosures--opt-out, support, message and data rates and frequency expectations, and links to the Privacy and Terms of Service pages:

“You have consented to receive conversational SMS or SMS notifications from the Cornell University [departmental or service provider]. Reply STOP to opt-out; Reply HELP for support; Message and data rates apply; Messaging frequency may vary. Visit our Privacy and Terms of Service pages.”

Retention of Consent

You will need to retain the record of consent for as long as you continue messaging the recipient, plus six months.

Opt-out Instructions

At any point, your SMS or text message recipients must be able to cancel their consent.

If a recipient sends a message asking you to stop sending, you must do so immediately and permanently. You must also do so if the recipient sends a text message with the word STOP. You should reply with only this message:

We received a STOP message from your phone number. You will no longer receive messages from this number.

After replying, you may not send any more text messages to this number from your phone number. To be able to send again to this recipient, they must contact you and re-authorize SMS usage. Failure to comply with a STOP message may result is termination of your SMS permissions and, potentially, fines for the University.

Help

"Help" is a special message asking for the sender to identify themselves. The reply should also provide useful information to the recipient for finding assistance. If a recipient sends the word HELP, respond with the following message:

This is from Cornell University. If you need assistance, you may contact the Campus Service Desk at it.cornell.edu/support or 607-255-5500.

After receiving a HELP message you may continue to contact the recipient. It may be useful to continue to communicate to learn if there is a concern you can resolve.

Message Examples 

It is a good idea to provide examples of the types of messages your SMS or text recipients can expect. These examples can be generic and listed on a web page with your department or service provider details, including how to initiate a request to receive SMS or text messages. 

Conversational

1. Thank you for contacting the Department of Biomedical Sciences. We will reply shortly.
2. I just had some cancelations this week. Check your email for an earlier advising slot.
3. See Canvas. The TAs added more office hours during study days.

Notifications

If your SMS or text messages will be used for notifications or appointment confirmations, those messages must contain an opt-out statement.

1. Your Cornell Health appointment has been confirmed. Reply STOP to Opt-out.
2. Your Cornell Tech room request has been received. Reply STOP to Opt-out.
3. Your International Students and Scholars inquiry has been received. Reply STOP to Opt-out
4. Facilities received reports Day Hall is experiencing intermittent power outages. We are investigating now. Reply STOP to Opt-out.

Message Frequency

Be sure to indicate how often your department or service provider plans to send SMS messages. If your traffic follows the semester or peaks around an activity, include that information on your website with the sample messages.

• Message frequency varies.
• SMS messages about Office Hours are rare. If there are changes, expect SMS updates around mid-terms and the last week of classes.
• Advising session messages peak during orientation week and subsequent registration weeks.