Using Mobile Phones for Service Delivery webinar
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Transcript of Using Mobile Phones for Service Delivery webinar
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Affordable Program Delivery Through Mobile Phones
October 2012
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Introductions…
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Introductions
• Laura Quinn, Executive Director of Idealware• Kate Bladow, Powered Pursuits• Liz Keith, Pro Bono Net• Vince Morris, Arkansas Legal Services Partnership
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A New, Mobile World
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87% of all American Adults Have a Cell Phone
Pew Internet, February 2012
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They’re Not Just Using them to Make Calls
Pew Internet, May 2011
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They Are Legal Aid Clients, Too2012 Survey ofGeorgia Clients
Council
92 respondents82% had cell phonesAdditional services for those with cell phones• Text messaging 93.9%
Email 45.5% • Internet access 39.4%
Voice mail 66.7%
2012 Survey ofMLSA Hotline
22 responses82% had cell phones63% of those had smartphones
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Providing Information
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How Does Your Website Look on a Phone?
A mobile website is the core of many mobile strategies.
If you’re going to engage them on a phone, they need to be able to find you on their phone.
www.MobilePhoneEmulator.com
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Creating A Mobile-Friendly Site
Make your current site mobile-friendly…
Or build one particularly for mobiles
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Or Create Your Own Simple App
Apps need to be downloaded in advance, but then are available even offline.
Tools like AppMakr, Swep Apps, MobBase will help you create very simple apps for $100-$200… but generally, you’ll need a programmer
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Use QR Codes to Make Paper Interactive
Let someone find out more about something they’re interested in
http://www.thebigwild.org/
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MontanaLawHelp.org & Mobile LawHelp Platform
A mobile website that provides access to MontanaLawHelp.org’s self-help and referral information
It was created on the mobile LawHelp.org platform.
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LawHelp Mobile Platform
• 2010 TIG grant to Montana Legal Services Association
• Project partners: Colorado Legal Services, Northwest Justice Project and Pro Bono Net
• Available to all LawHelp states by end of 2012
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• Developed in HTML5• LawHelp content can be tagged
for display on the mobile site• Or mobile-specific versions of
resources can be created • Supports up to three “channels” of
content• Channels can return location-
specific results
LawHelp mobile platform
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What Did We Learn About Mobile Sites?
• Learn from other mobile projects• HTML5 avoids many cross-platform issues• Allow extra time for development • Develop a mobile-specific content strategy
• Mobile loves plain language!• Usability testing and iterative feedback is invaluable• “Email this” features are helpful on mobile
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Keep it simple
• “I like all of the legal topics pop up so it’s easy to see what the options are.”
• “It was very easy to follow the subtopics.”
• “Followed links through several pages, headings descriptive enough to lead to appropriate place.”
• “I think the simple layout/color scheme helps. It's not too busy.”
• “Love that there are videos you can watch on your phone.”
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What’s Next for LawHelp Mobile?
• 2012 TIG grant to Legal Assistance of Western New York will add: – Support for Spanish
mirror version– LiveHelp integration
• Other user suggestions:– Search engine– Icons indicating resource
formats– Map feature
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Other Upcoming Mobile Projects
2013 TIG Projects
• 2013 TIG to Georgia Legal Services Program to pilot SMS text messaging to provide legal information & referrals from statewide websites (with WA, NY and IL)
• 2013 TIG to Legal Aid Services of Northeastern Minnesota “Pro Bono to Go” TIG
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CitizenshipWorks.org Mobile App
• Provides access to the CitizenshipWorks Immigration Legal Services Directory and information about the naturalization process
• Calculators to determine critical aspects of eligibility
• Customizable checklist of documents to complete naturalization application
• Q&A to test user’s familiarity with civics questions
• Available for Android in November and iOS in December
• English and Spanish versions
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Arkansas Access to Justice Foundation iProBono
iPhone app version of iProBono
iProBono allows you to• View current pro bono case listings.• Filter current cases by case type or
Arkansas county via keyword search.
• Request cases through the app via the "I Want This Case" button.
• Access accepted cases in the "My Cases" view.
• Read up-to-date stories delivered by the "Justice News" RSS feed.
• Find free Arkansas legal resources.
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Gibson Area Hospital and Health Services
They’re more likely to be looking for quick information about you than for in-depth information
Print advertisement allows people to link directly to their mobile app
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Conversations with Constituents
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Sending Texts From Email
Email [phone number@provider]i.e., [email protected]
Not officially supported, so not 100% reliable or for large quantities
A reasonable choice for small numbers of texts
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Sending Broadcast Texts
If you’ve collected cell phone numbers, you can text them messages – very similar to broadcast email
Rock the Vote
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Ask People to Subscribe
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Two-way Conversations
HELP
Can you volunteer this Sat from 1-4? Type YES or NO
YES
Great! We’ll see you @ 13 Pier st. @ 1:00 pm. Thanks!
Want to help? Text “Help” to 88888
You can setup automated responses, with lots of branch points if desired
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Provide Information from a Database
Blue Ocean Institute
You can connect texts to a database, so people get automatic texts or responses
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Collecting Information
People can report emergencies or incidents via SMS, which are collected in a database
Ushahidi
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Lower Cost Options for Sending Texts
Very basic functionality for up 250 text messages for $10/month. More complex functionality available.
Up to 1000 texts/month starting at $69
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More Full Featured Options
Full featured platforms which support complex campaigns
Easy-to-use interface, with sophisticated functionality (two way, targeted, giving more). Supports mobile giving through MGF. Plans start at about $400/month
Mobile texting capabilities via API, to allow programmers to synchronize texts with databases
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CitizenshipWorks
A nationwide text messaging campaign, which sends immigrants information about US citizenship and helps them access free to low-cost legal help in their area
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TXT4LIFEThe Crisis Connection
provides a suicide prevention hotline via text message.
They get 30 times as many texts as they
did phone calls.
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Rate Your Ride
The program cost about $135K all together.
The Central Maryland Transportation
Alliance piloted a program to let high
school students and commuters rate the quality of their bus
service.
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Rate Your Ride
Passengers could either answer a survey via mobile text or via a mobile website.
95% of respondents who said they were students answered by text, but only 50% of people going to work.
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Rate Your Ride
In response, the MTA improved two bus lines and took over ownership of the service
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Supporting Staff in the Field
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Allow Staff to View Data in the Field
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Allow Them to Enter Data
Especially if you have staff who work mostly in the field, it can save huge amounts of time to enter data remotely.
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Collect Data
iPads or other tablets can be compelling for surveys or quick data collection… especially to clients or survey respondents who want to play with them.
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Use Mobile Devices to Provide Programs
Can you let constituents use them to learn, interact, or otherwise further your mission?
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Rolling Out Smart Phones to The Organization
Headway Emotional Health Services provided 50 case managers with smart phones to help them view and enter data from the field.
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Rolling Out Smart Phones to The Organization
They paid $5000 upfront for the phones and $1200/ month for data plans (their system supported mobile access already)
They’re not tracking results directly, but it’s reduced scheduling conflicts and staff feel they’re more productive.
“I can schedule meetings and appointments just from looking at my phone. If I want to get something for my client, I can do that all from my phone, too.”
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iPads for Special Education
The Reach School, a pre-school for kids on the autism spectrum, bought iPads, durable cases, and special education apps for each of their seven classrooms, for a total investment of about $7000.
Teachers use them to show videos, provide individual kids with learning games, and as a special treat.
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What’s Most Compelling To You?