Using trigger that instant messaging to improve stakeholder communications

This case describes the key issues when an instant messaging prototype called TriggerThat was piloted and reviewed in a university environment. Short Messaging Service (SMS) was a popular technology amongst students and had previously been used in the university sector to push information to students (McCrindle 2006). This prototype and pilot conducted provided a more flexible use of SMS technology, enabling two-way push-pull SMS information transfer between academics and students. The push facility was used by academics to send assessment reminders, marks and alerts to their classes. Students were given the option of registering into TriggerThat to enable receipt of SMS reminders for information available on the university intranet. Surveys and focus groups were used to provide a comprehensive description of student uptake and usage of the technology. Review data and project documentation was used to create models to predict uptake and usage costs. Through the use of role plays in focus groups, which included all stakeholders, upgrades to system features, such as trigger words, were recommended. This case describes the experience of piloting SMS in the university setting and includes the functionality and tested trigger words used.