►
From YouTube: Twilio - Enhancing Patron Communication
Description
Presenter:
- Christopher Brannon (Coeur d'Alene Public Library / Cooperative Information Network)
Slides:
- https://docs.google.com/presentation/d/1rYJ483Hamlk7tqPn5r6RKu_evPd5HLCp1w0nMQRzgX0/edit?usp=sharing
Phone message sample MP3:
- https://drive.google.com/file/d/1i-q-005nOoO4C8Uxh41kGOuUjUM8tu2C/view?usp=sharing
A
So
we'll
start
off
with
what
is
twilio
twilio
is
a
communication
tool
that
you
can
use
to
connect
with
patrons
through
your
notifications,
twilio
handles
SMS
and
voice,
which
is
what
we
use
it
for
in
our
Consortium,
but
you
can
also.
It
also
has
the
ability
to
do
video
communication
live
streaming
and
email,
it's
scalable
and
easily
customizable,
and
there
are
many
options
and
tools
to
work
with
in
twilio.
A
So
the
question
is:
why
did
we
need
twilio
or
the
like?
If
you,
if
you
choose
some
other
tool
other
than
twilio
for
us,
we
needed
a
alternative
to
print
notices.
We
had
some
of
our
libraries
that
were
still
doing
print
notifications
and,
if
you've
ever
worked
with
print
notifications
in
koha,
it's
a
little
clunky
for
us
holds
and
overdues
are
handled
completely
separate.
We
get
an
email
for
our
hold
notifications
and
we
get
a
email
for
our
overdue
notices
and
or
one
of
them
I
can't.
A
Remember
it's
been
a
little
while
now
one
of
them
we
got
the
notifications
for
all
of
our
libraries
through
one
email
and
the
other
one
gets
sent
to
the
each
individual
library,
and
so
we
had
to
parse
out
I
think
it
was
the
the
whole
notifications
that
we
had
to
parse
out
and
let
the
libraries
pick
up
their
hold
notifications
from
us
and
then
we
had
to
print
them.
But
you
can't
just
print
those
notifications.
A
So
it
was
a
process
and
it
took
up
some
staff
time
and
it
took
up
Postage
and
you
know
I
I
thought
for
the
longest
time
we
needed
to
do
something
a
little
bit
different
would
be
nice
if
we
just
dumped
it,
but
it
left
a
portion
of
our
patrons
without
notifications,
and
that
was
something
that
we
didn't
want
to
do.
So
we
needed
an
alternative.
A
Moving
over
to
a
well,
we
already
had
text.
We
already
had
text
through
kohas
built-in
text,
SMS
mechanism,
but
we
needed
to
move
over
to
phone.
We
wanted
to
move
our
patrons
or
give
our
patrons
an
option
to
do
phone
for
those
that
didn't
have
email
or
a
smartphone.
So
phone
was
a
good
alternative
for
patrons
that
used
to
get
print
notifications
and
doing
this
helped
us
to
reduce
waste.
It
also
eliminated
staff
time
with
mailing.
A
They
didn't
have
to
format
the
notifications
they
didn't
have
to
stuff
the
envelopes
they
didn't
have
to
put
postage
on
it
and
send
it
out
in
the
mail.
So
there
was
time
saved
there
potential
cost
savings
we
didn't
have
to
print.
We
didn't
have
to
use
up
ink,
we
didn't
have
to
use
up
staff
time,
we
didn't
have
to
use
Postage,
and
so
this
savings
went
into
our
new
notification
system
through
twilio.
A
The
built-in
koha
SMS
to
email
system
was
starting
to
see
some
blocks
and
we
noticed
that
we
would
be
getting
more.
It
would
be
getting
more
aggressive
as
time
goes
on.
There
are
some
things
that
are
going
on
that
are
preventing
or
blocking
emails
converted
over
to
text
messages,
they're
trying
to
reduce
spam,
hitting
text
messaging,
so
we're
just
seeing
more
and
more
of
that
become
more
of
a
challenge
through
kohas
mechanism
of
converting
those
messages
from
email
over
to
or
sending
it
to
a
text
message.
A
Direct
SMS
delivery
seems
a
little
bit
more
consistent
than
email
to
SMS
and
less
confusing
to
the
patron,
as
I
said,
koha's
mechanism,
which
is
a
good
mechanism
utilizes.
It
sends
out
the
text
message
via
email
to
that
that
text
number
as
an
email
address
and
so
phone
you
know,
cell
phones
can
usually
accept
those
but,
as
I
said,
they're
getting
a
little
bit
more
aggressive
about
blocking
what
looks
like
potential
spam.
So
it
also
comes
from
an
email
address.
A
A
And
also
we
found
that
twilio
was
more
affordable.
We
found
that
I
did
I
did
some
research
on
it
and
we
had.
Actually
we
had
a
library
that
was
doing
some
texting
already.
They
had
four,
they
had
their
four
libraries
set
up
with
text
messaging,
going
through
another
service
other
than
twilio,
and
we
found
out
that
they
were
actually
spending
as
much.
If
not
well.
A
We
also
found
that
twilio
is
more
responsive
to
support
questions.
The
company
that
our
four
libraries
were
using
before
was
not
very
responsive.
In
fact
they
went.
We
had
problems
with
the
service
for
a
while
and
they
were
still
paying
for
the
service
and
we
were
I
want
to
say
four
to
six
months
without
the
notifications,
because
it
was
impossible
to
get
through
to
this
other
company
twilio
when
I
sent
out
support,
requests.
I
got
responses
like
that,
so
they
were
really
really
good
about
getting
back
to
you.
A
Foreign
twilio
is
more
customer
Hands-On.
The
other
company
that
we
used,
all
we
could
do,
was
send
in
an
email
and
request
what
we
wanted
and
twilio
allows
us
to
log
in
and
see
what's
going
on
in
the
background
and
make
customizations
ourselves
so
I
rarely
have
to
contact
twilio
themselves.
I
can
do
most
of
what
I
need
on
my
end
and
I
I
knew
very
little
going
in
so
With
a
Little
Help
from
our
support
Vendor
by
water.
A
So
we're
a
Consortium
of
28
libraries
and
our
system
has
about
just
under
50
570
000
items
in
the
system.
We
also
have
a
little
over
a
hundred
thousand
patrons
in
our
system,
and
I
did
a
little
research.
Just
before
I
came
here.
We
we
I
looked
at
our
notices
that
we
sent
in
August
of
this
year.
We
sent
about
54
just
a
little
bit
over
54
000
emails
to
our
patrons
for
notifications.
In
August
alone,
we
sent
over
2
000
phone
calls
through
twilio
and.
A
We
still
have,
we
still
keep
track
of
our
what
our
printed
notices
are.
So
we
we
still
have
patrons
that
aren't
set
up
for
one
of
our
notification
options
and
those
default
over
to
printed
notifications,
which
just
kind
of
fall
to
the
Wayside
now,
but
we
still
have
about
a
little
under
5500,
potentially
printed
notice,
notifications.
A
So
I
did
a
bunch
of
research
I
reached
out
to
some
libraries
that
were
working
with
twilio
and
talked
to
them
and
to
find
out
okay?
How
many
notices
are
you
sending
out?
How
many
you
know?
Are
you
actually
doing
as
phone
calls?
What
are
you
spending
per
month?
Roughly-
and
it
was,
it
was
a
hard
research
to
to
figure
out
because
twilio's
payment
system
is,
you
know
more
of
a
you
know,
you
load
it
up
with
a
payment
and
then
each
notice
that
goes
out
counts
against
that
payment.
A
So
we
had
to
kind
of
roughly
guess
about
how
much
we
were
spent.
Those
libraries
were
spending,
as
they
were
doing
their
notices,
so
I
reached
out
to
a
few
libraries
to
ask
them
about
their
notifications
and
how
much
they
were
generating
and
how
much
they
were
spending
on
it
to
get
a
rough
idea
about
how
much
it
would
be
costing.
A
I
ran
reports
in
koha
to
determine
our
anticipated
numbers
of
notices.
So
I
had
to
look
at
our
existing
SMS
messages
because
we
were
going
to
convert
over
to
twilio
for
the
the
text.
Messages
and
I
had
to
run
a
report
to
find
out
how
many
print
notices
to
find
out
how
many
potential
phone
calls
we
would
be
making.
A
A
What
library
was
sending
notifications
and
what
wasn't
because
currently
in
koha
and
I,
don't
know
if
there's
been
any
recent
changes
in
this
that
when
I
was
doing,
my
research
I
was
finding
that
the
notifications
were
going
out,
but
the
the
library
that
was
listed
as
the
library
going
sending
the
message
was
the
wrong
Library.
Basically,
it's
the
notification
was
coming
from
the
the
owning
library
of
the
item
and
not
necessarily
the
the
library.
A
That's
circulating
the
the
item,
so
it
was
really
challenging
to
pin
down
how
many
libraries
we're
going
to
do.
The
notifications
and
how
we
counted
that
up
and
divvied
that
out
in
the
cost,
so
I
I,
wanted
to
make
this
simple
for
our
Consortium
and
we
just
needed
to
buy
everybody
to
buy
in
on
this.
So
that
just
made
it
easier
on
us
for
determining.
A
So
yes,
it
it
really
depends
on.
You
know
how
many
libraries
you've
got
in
your
system
that
are
that
are
buying
into
it.
If
you
can,
if
you
can
live
with
the
way
that
kohas
working
and
you
can
look
at
the
the
messages
going
out
like
I
said
it
was,
it
was
difficult
to
determine.
You
know
what
libraries
to
charge,
how
much
for
the
for
those
messages.
It
was
much
easier
to
determine.
You
know
just
to
split
it
up
between
the
libraries
rather
than
trying
to
say.
A
Okay,
the
this
library
is
sending
these
notices,
but
really
it's
the
owning
Library,
not
the
circulating
Library.
So
you
know,
as
long
as
you
can
figure
out
how
you're
going
to
pay
for
it.
You
know
between
the
libraries,
then
you
know
you
can
determine
whether
or
not
this
is
good
enough
for
you
to
to
go
forward.
Like
I
said
it
right
now,
it's
a
for
us.
It
was
just
an
All
or
Nothing
kind
of
deal.
A
Next
thing
that
we
needed
to
do,
we
we
had
to
go
into
twilio
and
we
had
to
create
a
free
account
to
access
the
apis.
So
I
went
on
to
the
twilio
website
and
signed
up
for
an
account
that
part
was
free
and
it
offered
some
ability
to
do
some
initial
testing.
Just
to
see
what
the
messages
you
know
would
look
like
you
know,
I
could
set
up
a
a
test
message
and
have
it
sent
to
my
cell
phone
or
and
receive
the
call
to
see
what
it
sounds
like.
A
A
So
they
gave
us
that
ability
and
we
were
able
to
get
the
the
information
that
we
needed
to
pass
on
to
buy
water
in
our
case
for
our
vendor.
So
we
established
an
account
numbers
and
a
phone
number
that
would
be
consistently
used
with
the
account
and
before
we
just
flip
the
switch
and
went
over
to
twilio
completely.
We
had
to
modify
our
existing
notices.
We
had
to
go
in
there
and
include
dialogue
for
SMS
and
phone
notices,
so
I
had
to
make
sure
that
the
text
messages
said
what
they
needed
to
say.
A
So
I
made
some
small
modifications
to
the
text,
messages
that
we
already
had
and
then
I
had
to
go
in.
If
you
go
ever
go
into
your
notifications,
you'll
notice
that
there's
an
area
for
your
printed
notices,
there's
an
area
for
your
text,
messages,
there's
an
area
for
your
your
phone
messages
and
our
phone
tabs
were
all
blank,
so
I
had
to
go
in
there
and
I
had
to
create
the
message
that
would
go
out
to
everyone.
A
I
also
needed
to
make
sure
that
the
phone
message
included
information
that
was
needed
when
it
called
so
I
needed
to
identify
itself
it
needed
to.
Let
them
know
the
basic
information
and
it
needed
to
give
them
an
opt
out.
One
of
the
things
that
twilio
is
very
stringent
on
is
that
you
make
sure
that
the
people
receiving
the
messages,
whether
it's
text
or
phone,
know
how
they
can
opt
out.
A
Twilio
Voice
or
phone
setup
we
had
to
have
buy
water.
Our
vendor
set
up
the
plug-in
for
the
phone
notifications
so
that
it
would
communicate
with
twilio
and
in
that
they
just
needed
the
account
Sid,
which
was
assigned
when
I
signed
up
for
an
account
in
twilio
and
an
auth
token
or
authentication
token,
and
the
phone
number
being
used.
So
those
are
the
three
pieces
of
information
I
needed
before
we
could
set
up
things
in
koha,
oh,
and
there
was
also
the
incoming
API
request.
Url.
A
When
we're
setting
up
the
plug-in
we
don't,
we
also
had
to
make
some
choices
in
there
to
whether
or
not
to
send
only
the
first
hold
notice
for
each
Patron
and
Mark,
all
the
other
sent
so
there's
an
option
in
there.
If
it's,
if
it
calls
it
makes
a
phone
call,
it's
not
going
to
call
for
every
single
hold
that
would
be
annoying.
A
So
we
made
sure
that
we
checked
that
particular
option
in
the
plug-in
so
that
they
only
get
the
the
first
call,
because
if
they're
going
to
pick
up
one
holder
they're
going
to
get
the
they're
going
to
pick
up
the
rest
at
that
time
as
well,
so
we
opted
to
not
call
them
and
Bug
them
for
every
single
hold
right
now,
kohai,
don't
believe,
has
a
digest
for
for
holds.
So
this
is
very
important.
A
There
was
also
another
option
to
choose:
do
not
call
the
patron
of.
There
is
an
unsent
email
or
SMS
notice,
so
the
same
pic
for
the
same
Patron
with
the
matching
letter
code.
So,
basically,
if
if
they
opted
to
have
email
and
phone
or
email
and
text
or
all
three,
if
there
is
an
unsent
email
message,
a
same
message
or
an
unsent
text
message,
it's
not
going
to
make
the
phone
call.
A
So
it's
only
going
to
make
the
phone
call
if
they
didn't
opt
for
text
or
email,
so
that
saved
patrons
being
annoyed
with
phone
calls
when
they,
when
they
got
notified
some
other
way.
So
even
if
they
choose
phone,
if
they've
got
other
methods
for
that
same
message,
they're
not
going
to
get
that
phone
call.
A
So
then
we
had
our
twilio
SMS
set
up,
and
so
normally
the
the
preference
in
koha
for
the
SMS
send
driver.
We
had
that
set
to
email.
So
if
a
patron
had
their
phone
number
and
carrier
selected
in
there,
they
would
get
notified
via
email
email
sent
to
their
number.
We
changed
that
and
set
it
to
twilio
instead.
So
it
was
a
simple
change
in
that
particular
preference
and
vendor
support
is
always
a
plus
I.
A
Do
not
think
I
would
have
had
the
sanity
to
go
through
this
on
my
own,
not
to
say
that
there
aren't
people
here
that
that
could
do
that
on
their
own,
especially
if
you're
supporting
your
own
system,
but
Bywater
was
very
helpful
in
getting
us
Transit
transitioned
over
to
this
new
service.
They
held
my
hand
in
this
because
there
hasn't
been
a
lot
of
talk
or
discussion
about
this
kind
of
system
before
and
I
was
nervous
about
it
because
I
didn't
want
people
losing
their
notifications.
A
So
there
were
some
other
choices
that
we
needed
to
make
along
the
way,
so
we
had
the
basic
setup
made
and
it
was
basically
functioning,
but
there
are
some
things
that
we
needed
to
to
look
at
for
text.
We
needed
to
create
a
generic
response
to
replies.
So
when
a
notification
goes
out,
it
goes
out
like
a
text
from
any
other
phone
number.
It
shows
our
phone
number
that
we
have.
A
We
have
selected
for
our
phone
calls
it's
the
same
number,
but
patrons
can
text
back
to
that
number
and
the
question
is
what
happens
when
they
do
that
when,
when
they
did
that
it
was
throwing
back
some
default
generic
response
to
their
text,
and
so
I
had
to
go
into
Twitter
the
twilio
interface
and
I
had
to
say:
okay,
this
is
the
response.
I
want
one
to
give.
So
initially
I
set
up
a
response.
That
basically
said
you
know
we're
not
receiving
messages
through
this.
This
medium,
please
contact
your
like
call.
A
So
some
people
will
call
the
number
back
some.
Some
people
will
think.
Oh
I'm
going
to
call
them
back
and
let
them
know
that
I
need
to
renew
this
item
or
whatever
they'll
call
it
back
and
again,
a
generic
message
is
played
when
they
call
that
number
I
can't
remember
if
there
was
a
just
a
generic
number
or
excuse
me
a
generic
message
or
if
it
was
just
saying
that
we
don't
receive
calls
at
this
number.
So
I
had
put
in
a
an
initial
text-to-speech
message
for
that
phone
number.
A
Later
I
created
a
menu
system,
so
I
decided
to
go
a
little
bit
more
complex
and
I
created
a
menu
system
where
it
was
more
interactive
so
that
phone
number
went
if
they
called
the
phone
number
that
called
them
with
the
message
it
would
allowed
them.
It
would
say
that
you
can
contact
your
library
or
you
can
type
in
the
first
three
letters
of
the
library
name
and
we'll
connect
you
to
that
Library.
So
I
I
had
to
set
up
a
a
workflow
for
that
menuing
system.
A
B
A
member
of
The
Cooperative,
Information
Network
regarding
an
item
that
Ben
had
requested,
the
devil's
flight
is
available
for
pickup
at
Coeur
d'alene
Library.
This
item
will
be
held
for
you
through
the
close
of
business
on
May
10
2022.
If
you
no
longer
need
this
item,
please
log
into
your
account
through
the
library,
catalog
or
contact
your
local
library
to
release
this
title
to
the
next
Patron.
If
you
would
like
to
change
your
notification
preferences,
please
log
in
on
the
library
catalog
at
your
convenience.
A
So
that's
what
our
patrons
are
hearing
on
the
phone
call
it
repeats
twice
in
case
it
goes
to
voicemail,
so
most
of
these
notices
are
under
a
minute.
So
generally,
we
can
count
on
these
notifications
costing
us
a
minute
per
notification
and
changing
over
to
that
was
the
Amazon
poly
voice,
the
so
the
the
built-in
Sally
voice
is
a
little
bit
more
robotic
like
I
said,
and
it
didn't
pronounce
things
like
it
would
not
pronounce
Coeur
d'alene
Public
Library
correctly
so
I
wanted
it.
A
I
wanted
people
to
be
able
to
understand
what
they
were
hearing.
So
I
opted
for
that
and
we're
paying
a
small
surcharge
for
that,
but
it's
it's
very
insignificant
on
the
on
the
surcharge.
On
that
all
our
other
phone
messages
that
are
not
reading
the
notices
are
recorded.
So.
The
menuing
system
that
I
that
I
did
I
opted
not
to
do
any
kind
of
text
of
voice.
I
opted
to
actually
record
the
options
for
the
menuing
system
so
that
they
call
it
back.
A
So
here's
the
the
option
for
twilio
for
the
workflow
studio,
so
this
was
the
menu
system.
So
again,
don't
get
scared
by
this.
I
opted
to
do
this.
This
is
these.
Are
the
choices
I
had
to
program
in
here
to
tell
it
how
to
determine
what
library
they
were
dialing
in,
like
I,
said:
they'd
start
dialing
in
the
first
three
letters
of
the
library
and
then
it
determines
which
Library
it
is.
A
So
this
is
basically
a
logic
workflow
and
there
are
different
recordings
along
the
way
and
then,
at
the
end
of
each
choice,
it
actually
dials
them
through
to
that
Library.
So
that
was
that
was
a
more
tedious
project,
but
not
necessarily
something
that
you
have
to
do.
If
you
want
to
keep
it
simple,
you
could
just
say
con.
You
know
just
have
a
general
message
that
says
contact
your
library
or
you
know,
go
to
such
and
such
website
or
you
know
whatever
you
want
and
not
be.
This
complex
I
just
chose
to
do
this.
A
So
what
extra
surprises
did
we
have
for
us
or
the
US
after
setup?
So
there
are
some
regulations
that
you
have
to
to
deal
with
in
the
U.S.
I,
don't
know
about
other
countries,
but
in
the
U.S
you
can
be
bind.
You
can
also
be
blocked
on
your
messages.
If
you
don't
have
certain
things
registered
and
I
found
this
out,
we
we
were
going
for
a
while
and
we
things
were
going
smoothly
and
then
I
noticed
that
some
of
I
was
getting
error.
A
Messages
saying
that
we
were
being
blocked
on
certain
things
and
I
did
some
research
and
found
out
that
you
need
to
do
some
registrations
in
order
for
there
to
be
kind
of
a
trail
for
them
to
follow
with
your
messages
and
for
them
to
understand
your
activity
with
SMS.
It's
frustrating
it's
it's
red
tape,
but
we
had
to
jump
through
some
of
these
hoops
in
order
to
do
this.
A
So
this
is
basically
the
the
explanation:
I'm
not
going
to
read
the
whole
thing
here,
but
basically
we
had.
We
had
to
do
a
few
steps
in
order
to
register
our
number
and
tell
them
what
it
was
that
we
were
doing
with
our
notices
our
text
messages,
so
that
they
could
say:
okay,
that
that
looks
good,
so.
A
We
had
a
few
jump,
a
few
Hoops
to
jump
through
using
the
twilio
trust
Hub,
which
is
a
mechanism
that
they
give
you
to
to
go
through
the
necessary
steps.
So
they
give
you
this
trust,
Hub
and
try
to
lead
you
through
these
steps
and
so
they're,
basically
trying
to
help
you
through
this
process,
but
unfortunately,
some
of
it's
automated
and
not
as
easy
to
go
through.
You
have
to
set
up
a
business
profile
using
your
library's
IRS
EIN
or
the
employer
identification
number.
A
Can
you
help
me
in
this,
and
and
so
they
did
help
us
out,
then
we
had
to
set
up
what's
called
an
a
to
P
brand.
This
enables
the
a
to
p
messaging
capabilities
for
your
business,
so
you
have
choices.
The
starter
brand
Which
is
less
than
3
000
messages,
segment
message,
segments
to
the
US
per
day
recommended
for
testing
or
sending
messages
with
up
to
five
phone
numbers.
A
A
Oh
there
we
go
sorry.
Okay,
then
we
had
to
we
had
to
set
up
do
a
setup
campaign.
We
had
to
show
a
use
case
what
we
were
using
the
text
messages
for
so
this
informs
the
carriers.
What
type
of
messages
you
are
sending
so
I
had
to
provide
a
couple
of
examples
of
these
messages
and
an
overview
of
what
it
was
that
we
were
using
this
for
so
I
I.
A
Also,
just
so,
you
know
being
registered
added
some
small
surcharges
again,
these
surcharges.
You
know
you
hear
this.
This
thing
well,
I've
got
to
pay
44
here
and
I've
got
this
surcharge
here.
I
know:
if
I
choose
this
voice,
it's
a
surcharge.
The
surcharges
are
fairly
small,
though
I
mean
it's
like
a
tenth
of
a
cent
per
call,
so
it
really
does
not
have
a
huge
impact
overall,
when
you
consider
all
the
messages
that
you're
sending
so
these
surcharges
were
were
not
bad.
A
We
had
to
make
some
notice
adjustments
as
we
went
along.
This
is
where
I
learned
the
complexity
of
koha's
notification
system.
I
cannot
tell
you
how
Harry
that
koha's
notification
system
is
because
it
you
know,
you've
set
up
overdues
in
one
place,
and
you
set
up
these
messages
in
different
ways.
I
had
to
go
to
several
different
resources
in
order
to
learn
the
ins
and
outs
of
all
the
notification
systems.
A
I
had
to
bug
the
heck
out
of
Lucas
at
one
point
to
get
some
details
on
the
messages
because
it
wasn't
behaving.
You
know.
One
message
I
have
set
up
was
working
fine
and
another
notice
that
I
set
up.
It
was
like
acting
weird
and
wasn't
spitting
out
what
I
expected,
and
so
some
of
them
work
with
some
tags,
and
some
of
them
work
completely
different.
So
there
are
different
resources.
I've
got
three
different
resources
that
I
highly
recommend.
A
These
slides
will
be
available
next
week,
but
there
are
three
different
resources
that
I
used
extensively
to
to
determine.
Okay.
How
do
I
need
to
set
up
these
notifications
and
can
I
use
certain
coding
here
or
there?
So
it's
very
important
that
you
look
at
these
documents.
If
you're
setting
up
your
notices,
so
you
can.
A
The
reason
I
I
was
looking
at
this
stuff
is
because
I
wanted
to
streamline
those
notifications
as
much
as
possible
and
in
some
cases
where
I
had
I
was
using
HTML
to
in
my
other
notices,
I
couldn't
carry
that
over
I
had
to
put
in
pauses
in
certain
places.
I
had
to
break
up
the
message:
I
had
to
tell
it
where
certain
chunks
of
information
were
and,
like
I
said
it
didn't
work
straight
across
every
single
notice.
A
Every
notice
was
a
little
bit
different,
so
it's
important
to
look
at
this
stuff
when
you
are
constructing
your
notifications
and
not
just
for
for
phone
notifications
for
for
text
messages,
that's
very
important
for
your
print
notifications.
This
is
good
stuff
to
know
when
you're
doing
any
kind
of
notifications.
A
All
right,
some
other
extra
surprises
after
setup
error
reports
so,
like
you
know
how
notifications
can
get
blocked
and
you
get
these
notifications
and
one
of
the
things
that
we
learned
with
notifications
is
we
don't
always
get
the
information
that
we
want
when
we
had
our
email
converted
over
to
to
a
a
proxy
server.
The
notifications
that
we
were
getting
back
wasn't
telling
us
enough
information,
so
we've
been
working
with
our
vendor
to
to
get
the
you
know
the
information
that
we
needed.
A
So
we
knew
how
to
respond
to
the
patron.
Let
them
know
why
an
email
didn't
go
through.
It
was,
you
know
it
was
blocked
on
their
end,
was
it
we
marked
a
Spam?
Was
it
because
that
that
the
email
address
that
he
gave
us
didn't
exist?
Well,
there
are
certain
things
that
will
block
phone
numbers
or
certain
things
that
will
block
SMS
messages,
and
so
we
needed
to
be
able
to
determine
those
things,
and
so
we
had
to.
A
We
had
to
look
at
the
twilio
error
reports,
and
so
it's
important
to
to
look
through
those
logging
into
twilio.
You
can
view
issues
you
should
address.
Like
failed.
Sms
notices-
and
this
is
kind
of
an
example
of
one
way
you
can
look
at
notices.
You
can
get
a
list
of
all
the
errors
and
then
you
can
click
through.
If
you
click
through
these
these
notifications,
you
can
get
some
information
about
it.
A
I
had
to
like
click,
one
of
those
messages
and
then
I
had
to
click
this
resource
Sid
over
on
the
end,
in
order
to
get
more
detailed
information,
so
I
was
seeing
the
message
that
was
being
sent,
who
it
was
to
so
I
could
I
could
identify
what
account
it
was
sent
to
and
then
I
could
see
some
information
about
it.
But
this
one
wasn't
as
helpful
to
me.
A
But
these
pink
ones
are
the
ones
that
I
wanted
to
look
at,
and
it
would
tell
me
the
phone
number
that
came
from
and
the
phone
number
that
it
goes
to,
and
it
would
tell
me
undelivered
and
if
I
hover
over
the
question
mark
on
on
there.
It
tells
me
the
reason
it
was
undelivered,
so
either
the
text
message
was
going
to
a
landline
or
it
was
blocked
in
some
way
or
it
was.
It
was
turned
off.
A
It
gave
me
a
little
bit
more
information
that
I
could
give
as
an
explanation
to
the
the
patron
we
have
I
have
some
jQuery
set
up
so
that
I
can
go
in
next
to
the
the
text
message
or
the
excuse
me.
The
SMS
number
and
I
can
click
on
it
and
give
a
reason
why
it
was
blocked
and
it
will
block
the
patrons
account.
With
that
reason,
it'll
tell
it'll
give
them
that
explanation
so
that
they
they
can't
do
anything
until
that's
resolved.
A
You
have
to
dig
a
little
bit.
You
can
see
what
the
issue
was
and
find
the
number
involved.
So
you
you
have
to
search
for
that,
that
phone
number
in
that
in
that
log
and
then
search
for
that
Patron.
That
has
that
number.
So
it's
a
little
bit
of
a
process,
but
you
can
get
the
information
that
you
need
and
respond
to
those
those
failures.
A
You
can
choose
to
remove
the
number
from
the
the
patron
account
or
you
can
block
the
patreon
or
you
can
provide
an
explanation.
However,
you
choose
to
to
deal
with
those
failure.
Years
is
up
to
you.
We
we
choose
to
block
the
Patron
in
our
case
so
that
you
know
it
doesn't
continue.
Allowing
the
patron
to
have
overdues
and
sending
out
messages
that
don't
go
anywhere.
A
I
mean
you
can
choose
to
not
do
anything
with
the
errors
and
just
let
it
happen,
I
don't
know
if
twilio
is
going
to
start
barking
at
you
saying.
You've
got
too
many
failures
at
some
point.
So
that's
why
I
choose
to
address
them
as
they
happen,
so
I
will
go
in
there.
I
will
check
the
logs
and
then
I
will
address
those
accounts
as
they
come
up.
A
Be
more
things
to
note,
so
this
is
just
some
information
about
what
we
are
seeing
from
twilio.
We
recharge
our
account
in
twilio
every
24
days.
On
average
we
spend
about
200
each
time
so
24
days
we
stick
another
200
in
twilio
to
for
it
to
deduct
from
each
time
a
message
goes
out,
so
that's
roughly
eight
dollars
and
30
cents
a
day
or
30
cents
a
day
per
library
for
28
libraries.
So
we
have
28
libraries,
so
you
know
dividing
that
up.
That's
30
cents
a
day!
That's
not
bad!
A
This
equates
to
about
one
to
two
cents
per
notice.
It's
not
a
bad
deal
at
all,
so
our
former
phone
service
phone
only
service,
not
it
didn't
do
text.
Our
former
phone
only
service
that
only
covered
four
branches
cost
them
about
twenty
two
hundred
dollars
a
year,
and
we
estimate
that,
with
twilio
with
both
phone
and
SMS
for
all
28
libraries,
it
will
roughly
cost
our
Consortium
about
three
thousand
dollars
per
year,
so
that
was
that
was
very
doable.
Compared
to
the
the
previous
service
that
we
were
using.
A
I
hope
that
helps,
and
if
you
have
any
questions
you
can
certainly
contact
me
at
my
email
address
or
you
can
reach
out
to
me
at
koha.
I
also
have
an
email
address
for
kohai
at
vice
president
at
koha.us.org.
So
you
reach
out
to
me.
If
you
have
any
other
questions
about
that
or
you
can
ask
me
questions
here.
If
anybody
has
any
questions.
C
Let
me
I'll
start
with
the
question
that
Suzanne
on
YouTube
had
she
had
a
question
about
cost
per
minutes
and
I
asked
her.
If
this
is
answering
your
last
part
there,
where
you
talked
about
the
cost
to
the
Consortium
of
a
as
a
whole,
whether
or
not
that's
answering
her
question
and
I'm
not
seeing
an
answer
yet
but
I'll,
let
you
know
if
she
wants
some
more
information
there,
okay
and
I
think
I
put
that
slide
back
up
just
in
case
well,
I
think,
there's
a
question
right
here.
D
A
The
the
text
message
messages
if
they're
being
blocked,
I
blocked
I
will
actually
block
the
account
with
a
message
saying
we're
being
blocked.
We
can't
do
that
if,
if
they
do
not
have
another
notification
method
selected,
if
they
have
another
notification,
selected
I
just
turn
it
off,
but
let
but
let
them
know
about
that.
A
A
We
actually
did
not
do
any
campaign
campaigning
at
all.
Some
of
our
libraries
were
actually
doing
physical
phone
calls
and
I
I
think
that
they're,
you
know
they're
allowing
the
system
to
do
those.
Some
of
those
phone
calls
they're
still
doing
some
physical
phone
calls,
but
some
of
the
patrons
are
already
used
to
phone
calls,
but
we
really
didn't
do
anything.
We
just
decided
to
do
a
soft
launch
on
it
and
it
went
completely
invisible.
A
C
A
C
A
F
My
question
is
seems
like
you're
somewhat
limited,
though
with
what
you
can
say
in
your
message.
So
my
question
is:
we
send
out
printed
notices
when
we
get
to
like
a
third
notice,
you're
in
big
trouble
and
I
can
just
see
where
somebody's
getting
like
a
very
brief
message
than
having
to
call
and
having
more
impact
on
staff.
So.
A
A
A
They
want
you
to
keep
that
short
brief,
so
yeah
we
haven't
had
any
trouble
with
any
of
our
notifications
since
we
made
the
transition,
you
know,
since
we
tweaked
the
wording,
and
you
know
made
sure
everything
is
being
said
that
needed
to
be
said
in
there.
You
know
I
tried
to
be.
You
tried
to
be
concise
with
your
messages,
because
you
don't
want
it
to
be
too
wordy,
but
you
want
it
to
have
the
information
that
has
to
be
there.
A
A
Okay,
so
the
question
is:
are
we
just
being
very
general
in
it
or
are
we
specifically
at
you
know
listing
items
in
those
messages
in
those
messages?
Yeah?
If
it's
a
message
about
a
single
item,
then
yeah
we'll
we'll
list
what
that
item
is
in
there,
but
if
you
know
I
think
I
think
we
have.
We
have.
We
have
digests
set
up
on
options
that
you
have
for
for
digest.
It
does
generalize
those
things.
So
if
there's
a
lot
of
stuff
listed
in
there,
it
will
generalize
it
yeah.
A
G
A
A
We're
not
using
it
for
email
right
now,
because
we
have
a
a
fairly
good
setup
with
by
water
right
now,
they're
they're
doing
the
relay
through
AWS,
and
you
know
we
had
some
Kinks
to
work
out
with
that,
because
some
libraries,
not
all
the
libraries
wanted
to
you,
know
like
ours.
We
wanted
to
know
why
messages
were
why
emails
were
blocked.
You
know
it
would
send
a
very
basic.
You
know
this
message
did
not
go
through
or
something
like
that,
but
we
wanted
to
know
why.
A
Previous
before
the
the
proxy,
we
were
getting
some
notifications
that
told
us
why
and
we
had
a
workflow
where,
if
we
had
that
information
we're
going
to
relay
that
to
the
patron.
So
if
it
says
this
email
doesn't
exist,
we're
going
to
tell
them
we're
being
told
it
doesn't
exist
if
it
says
that
it's
being
blocked
we're
going
to
tell
them
it's
being
blocked.
If
you
know
there's
some
other
reason,
we
want
to
give
them
more
specific
information
that
helps
the
patron
figure
out.
A
What's
going
on
rather
than
saying,
I,
don't
know
why
you're
not
getting
it
so
so
we've
we've
established
that
with
them
and
it
you
know,
that's
working.
It
doesn't
seem
necessary
at
this
point
to
put
in
the
expense
to
go
to
a
completely
different
transport
system
for
email
right
now.
So
that's
why
we're
sticking
with
our
current
one.