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How to Create a Broadcast

How to Create a Broadcast

This guide walks you through creating and sending a broadcast message to your community.

Prerequisites

Before You Begin

Ensure you have:

  • Defined your target audience
  • Prepared your message content
  • Obtained any necessary approvals
  • Selected appropriate send time

Step-by-Step Process

Step 1: Navigate to Broadcasts

  1. Click Broadcasts tab in main navigation
  2. Click “Create New Broadcast” button

Step 2: Setup Configuration

In the Setup tab:

  1. Name Your Broadcast

    • Enter descriptive internal name
    • Example: “Boil Water Notice - District 3”

  2. Add Links (Optional)

    • Toggle “Include Web Link” if needed
    • Enter URL for more information
    • OR select existing Notice from dropdown

  3. Contact Preferences

    • Leave default (respect preferences)
    • Only override for emergencies

  4. Click Next

Step 3: Select Recipients

In the Contacts tab, choose your selection method:

Option A: Search Individual Contacts

1. Type contact name in search
2. Click contact to add
3. Repeat for each recipient

Option B: Select by Tags

1. Click "Select by Tags"
2. Choose relevant tags
3. All tagged contacts added

Option C: Select from Map

1. Click "Select from Map"
2. Draw selection area
3. All locations in area added

Option D: Upload File

1. Click "Upload File"
2. Select CSV/Excel file
3. File must contain account numbers in column 1

Review selected contacts at bottom of page, then click Next

Step 4: Configure Channels

In the Channels tab:

  1. Set Channel Priority
PriorityUsage
1Primary delivery method
2-4Fallback methods
NoneDon’t use this channel

  1. Compose Messages

    Text Message (SMS):

    City of [Name]: [Brief message under 160 chars]
Details: [link]

    Email:

    • Subject: Clear, action-oriented
    • Body: Full details with formatting
    • Include links and contact info

    Voice Call:

    • Write script for text-to-speech
    • Repeat important information
    • Speak slowly and clearly

  2. Click Next

Step 5: Schedule Delivery

In the Schedule tab:

For Immediate Sending:

  • Select “Send Immediately”
  • Click Next

For Scheduled Sending:

  1. Select “Schedule for Later”
  2. Choose date
  3. Select time
  4. Consider time zones
  5. Click Next

Step 6: Review and Send

In the Confirm tab:

  1. Review All Details

    • ✓ Recipient count correct
    • ✓ Message content accurate
    • ✓ Channels configured
    • ✓ Schedule appropriate

  2. Make Edits if Needed

    • Click any tab to go back
    • Make changes
    • Return to Confirm tab

  3. Send Broadcast

    • Click “Send Broadcast” (immediate)
    • OR “Queue Broadcast” (scheduled)

Post-Send Actions

Monitor Delivery

  1. Go to broadcast dashboard
  2. Check delivery statistics
  3. Monitor for failures

Handle Responses

  • Check Conversations for replies
  • Respond to questions
  • Document issues

Review Analytics

After 24-48 hours:

  • Check open rates
  • Review click-through
  • Analyze channel effectiveness

Common Scenarios

Emergency Broadcast

Name: "URGENT: Boil Water Notice"
Override Preferences: Yes
Priority 1: SMS and Email
Message: Brief, clear instructions
Schedule: Immediately

Service Reminder

Name: "Water Bill Due Reminder"
Override Preferences: No
Priority 1: Email
Priority 2: SMS
Message: Friendly reminder with payment link
Schedule: 10am, 5 days before due

Event Announcement

Name: "Community Meeting Invite"
Override Preferences: No
Priority 1: Email
Message: Event details with RSVP
Schedule: 2 weeks before event

Troubleshooting

Issue: Low Delivery Rate

  • Check contact preferences
  • Verify phone/email validity
  • Review channel configuration

Issue: No Responses

  • Check message clarity
  • Verify links work
  • Consider send timing

Issue: High Opt-Out Rate

  • Review message frequency
  • Check content relevance
  • Respect preferences

Best Practices

Pro Tips

  • Test First: Send to small group
  • Time Wisely: 10am-2pm weekdays
  • Be Concise: Lead with important info
  • Include Action: Clear next steps
  • Track Results: Monitor and adjust

Graph View

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