By Tom Sheahan
Facility managers know there are a vast array of things that need to be communicated quickly between facility workers, executives, partners, and suppliers every single day. When it comes to sharing those important messages, different methods may be warranted depending on what the message is. Sometimes picking up the phone to call someone is the fastest and most efficient, for example. Within facilities across the United States, text messaging, however, has received sporadic adoption in its usage.
We know texting, or short message service (SMS), is fast and efficient. Of course, texting has some limitations, but it tends to be an underutilized method of communication within many facilities. This is often due to some workplaces restricting the use of personal devices while on the job. However, more modern facilities are starting to recognize the value of allowing some or all staff to use their phones for tasks like business texting. Another reason facility managers are not always tapping into texts for their communication is because they simply do not understand all the ways in which texting can be used.
Facility managers looking to streamline processes, improve communication, and avoid delays should consider expanding their usage of texting. After all, text message open rates are often reported to be above 95 percent, and the speed in which they’re opened is equally impressive (often within a few seconds or minutes). Affordability is another factor, as texting is generally more efficient and cost effective than emailing and calling (especially if you need to reach more than one person at a time). Utilizing a business texting software provider will allow employees to utilize their personal phones or computers for texting without sharing their personal phone numbers, which is a nice way to keep phone numbers consistent over time regardless of staff turnover or misplaced devices.
Texting Facility Alerts: Why And When
There are two categories of messages that could be sent: time sensitive messages and non-immediate messages.
First, we’ll explore reasons when urgent messages are sent.
- Critical alerts about equipment failures: When a vital system like machinery, HVAC or a security alarm fails, downtimes can quickly become problematic for facilities executives. In modern facilities, some equipment can be set up to automatically send a text to managers when systems are down or malfunctioning. Facility leaders can also have text templates and distribution lists ready to quickly send messages to all crew and contractors when systems are down, so manual sends are nearly as quick and efficient as automated sends.
- Safety and security incidents: Workplace incidents and safety hazards like chemical spills, fire alarms, data breaches or unauthorized visitors require immediate response. A text message system is a quick way to spread the word about potentially dangerous situations. Additionally, texts can be sent to alert staff about areas to avoid within the facility, if applicable.
- Weather-related disruptions: Extreme weather events — ranging from snowstorms to hurricanes — can impact operations, transportation and facility accessibility. Facility managers can use texts to inform teams about closures, delays, or shelter-in-place instructions. This capability is especially crucial in regions where weather can shift quickly and unpredictably.
Text messages can be sent quickly, but that does not mean they should only be reserved for urgent situations. Examples of reasons to send non-urgent messages include:
- Scheduling changes: Whether it is a shift change, meeting request or operations update, text messaging can be a way to quickly and conveniently notify staff. In many cases, text messages are more likely to be read than an email. This is especially true in the facilities industry, since not everyone is bound to a desk and inbox.
- Timed check-ins: Security staff or equipment monitoring teams can receive automated reminders to perform and log check-ins. For instance, a text might prompt a security officer every hour to confirm all access points are secure, or alert staff when it’s time to log utility consumption data.
- Maintenance reminders: SMS is an effective means to keep facility executives on track with all operations, including maintenance reminders. A text can be sent bi-annually to remind a technician to oil the assembly line belt or perform other regular maintenance that might otherwise become forgotten.
- Delivery information: Many facilities receive multiple deliveries every single day. Texting can be linked with supply chain teams to make everyone aware of when packages are being delivered or if something is delayed. These notifications help ensure downtime is avoided and inquiries into missing or delayed shipments can begin right away.
Because every facility is different, there is no one size fits all approach to text messaging. Facility leaders should explore all ideas and implement SMS practices that will work to improve operations, create a positive work environment, and improve team cohesion. With thoughtful implementation, text messages can become a powerful tool in a facility executive’s communications toolkit.
Tom Sheahan is the CEO of Red Oxygen, a leading business SMS solutions provider that serves facilities worldwide.