SMS Text Messaging Policy

Effective Date: 09/01/2026

Purpose

The University System of New Hampshire (USNH) may use Short Message Service (SMS) or Rich Communication Services (RCS) text messaging to communicate with students, applicants, employees, alumni, parents, donors, and other members of the USNH community regarding educational, administrative, operational, and engagement-related matters.

This policy establishes standards for the appropriate use of SMS/RCS text messaging  across USNH institutions, including:

  • University of New Hampshire (UNH)
  • Plymouth State University (PSU)
  • Keene State College (KSC)
  • University System of New Hampshire (USNH)

These policies are intended to protect privacy, ensure regulatory compliance, and promote a consistent and effective communication experience.

Scope

This policy applies to all USNH departments, offices, colleges, programs, vendors, and third parties that send SMS/RCS communications on behalf of USNH.

Consent and Permitted Use

USNH generally sends non-emergency text messages only to individuals who have provided consent or otherwise opted in to receive SMS/RCS communications.

By providing a mobile phone number through university applications, registration systems, student portals, employment processes, alumni engagement activities, or other university-sponsored interactions, individuals may be consenting to receive SMS/RCS communications relevant to their relationship with USNH.

SMS/RCS communications may include, but are not limited to:

  • Admissions communications
  • Enrollment and registration reminders
  • Student success and advising messages
  • Financial aid notifications
  • Event reminders
  • Alumni and Advancement communications
  • Operational updates
  • Campus service notifications

Consent to receive text messages is not required as a condition of admission, enrollment, employment, or participation in university services.

SMS/RCS Marketing and Outreach Requirements

Departments using SMS/RCS for recruitment, marketing, fundraising, or outreach purposes must:

  • Obtain express consent before sending messages.
  • Comply with the Telephone Consumer Protection Act (TCPA), applicable Federal Communications Commission (FCC) regulations, and state laws.
  • Include clear instructions for opting out.
  • Use authorized university-approved texting platforms.

Departments are responsible for ensuring messaging lists remain accurate and up to date.

Opting In

When individuals subscribe to receive text messages from USNH, they consent to receiving recurring SMS/RCS communications at the mobile number provided.

At the time of enrollment, recipients must be informed that:

  • Message frequency may vary.
  • Message and data rates may apply, and the University is not responsible for any charges they may incur from text messaging or automated calls.
  • Consent is voluntary.
  • They may opt out at any time.

Opting Out

Recipients must be able to opt out of non-emergency SMS/RCS communications at any time by one of the following:

  • Replying STOP
  • Following any alternative opt-out instructions included in the message
  • Contacting the originating USNH department

Requests to unsubscribe must be honored promptly.

Opting out may prevent an individual from receiving time-sensitive notifications related to university services or programs.

Emergency Communications

USNH maintains separate emergency notification systems designed to communicate urgent information related to:

  • Campus safety threats
  • Severe weather
  • Emergency closures
  • Public health emergencies
  • Other situations affecting life, safety, or university operations

Emergency notifications may be sent without prior SMS/RCS opt-in when authorized by law.

Departments must not use marketing or administrative texting platforms for emergency notifications unless specifically designated for that purpose.

Privacy and Data Protection

USNH values the privacy of its students, employees, alumni, and community members.

Individuals should not transmit to USNH any confidential, sensitive, or regulated information through text messaging. USNH will never ask for this information via text messaging, including but not limited to:

  • Social Security numbers
  • Financial account information, including credit card data
  • Medical information
  • Login credentials or passwords
  • Protected student records
  • Protected personal information

SMS/RCS content must comply with:

  • FERPA
  • HIPAA (when applicable)
  • USNH Information Security Policies
  • Applicable state and federal privacy laws

Personal information collected through SMS programs will be used only for legitimate university purposes.

Automated Messaging Systems

USNH may use automated dialing systems, texting platforms, and communication technologies to deliver SMS/RCS messages.

By opting into SMS/RCS communications, recipients consent to the use of automated messaging technology for communications associated with university services, programs, and engagement activities in which they have opted into.

Artificial Intelligence and Automation

USNH may utilize artificial intelligence (AI), machine learning, and automation technologies to improve SMS/RCS communication effectiveness, service delivery, message routing, and engagement analysis.

Where implemented:

  • AI tools must comply with USNH privacy and security standards.
  • Personal information shall be protected in accordance with university policies and applicable laws.
  • Departments must use approved AI technologies only.
  • Any SMS/RCS communication generated or facilitated by AI must include appropriate disclosure to recipients that the interaction is being conducted by an AI system.

Record Retention

SMS communications sent on behalf of USNH through approved platforms may be retained in accordance with:

  • USNH records retention requirements
  • Applicable legal and regulatory obligations
  • Litigation hold requirements

Departments are responsible for preserving SMS/RCS communications when required.

Accessibility and Inclusive Communications

SMS/RCS communications should:

  • Use clear, concise language.
  • Avoid excessive abbreviations.
  • Provide links to accessible resources when additional information is required.
  • Support equitable access to university information and services.

Help and Contact Information

Questions regarding SMS/RCS communications may be directed to:

USNH Information Technology
(603) 862-2525

Recipients may also reply HELP where supported by the messaging platform for additional assistance.