Re: [Evergreen-general] SMS Messages Not Being Received

[Lolis, John via Evergreen-general]

Adding to Kathy's point, Evergreen uses an email-to-SMS bridge to send
texts.  This is why the patron's carrier must be known.  For example, if
the carrier is Verizon, one can send a text from an email account
addressing it to xxx...@vztext.com, where the Xs denote the mobile
phone number.  This of course is less expensive than maintaining an actual
mobile number from which to directly send texts.  In that case, the carrier
need not be known.  I would expect the existing email-to-text method to be
less reliable than directly texting from a mobile account for no other
reason than the fact that an additional system--email--comes into play.

John Lolis
Coordinator of Computer Systems

100 Martine Avenue
White Plains, NY  10601
tel: 1.914.422.1497
fax: 1.914.422.1452

https://whiteplainslibrary.org/

*“I would rather have questions that can’t be answered than answers that
can’t be questioned.”*
— Richard Feynman
,
theoretical physicist and recipient of the Nobel Prize in Physics in 1965


On Mon, 8 Apr 2024 at 13:07, Lussier, Kathy  wrote:

> Hi,
>
> One thing to keep in mind is that Evergreen's core text messaging
> functionality was created more than 10 years ago when the wireless service
> provider market was much less complex. We now have carriers that use
> multiple networks, each with its own email gateway. Does the typical patron
> know which network their discount carrier may happen to run on? Some
> carriers don't even provide an email gateway, or make it very difficult to
> find. If I were to write up development requirements for this feature in
> 2024, they would be entirely different from what they were in 2011ish.
>
> NOBLE is planning to move to a third-party text messaging service soon.
> Although I can't speak to how this provider works yet, in my previous job,
> I used a service that relied on Twilio, and it was a much better
> experience. Patrons didn't have to worry about getting the precise carrier
> listed. It did not fix the sending / receipt for every single text message,
> but it did handle text messaging in a modern way with sophisticated error
> reporting letting us know the reason for the failed delivery, which helped
> staff better manage these errors.
>
> Kathy
> --
> Kathy Lussier
> she/her
> Executive Director
> NOBLE: North of Boston Library Exchange
> Danvers, MA
> 978-777-8844 x201
> www.noblenet.org
>
>
>
>
> On Mon, Apr 8, 2024 at 12:50 PM Lolis, John via Evergreen-general <
> evergreen-general@list.evergreen-ils.org> wrote:
>
>> I don't know about anyone else's mileage, but in the past few weeks I've
>> had reports of even personal text messages failing delivery.  T'would be a
>> shame if we end up chasing our tails trying to fix something we have no
>> control over.  I'm not saying this is definitely the case, but it bears
>> consideration.
>>
>> John Lolis
>> Coordinator of Computer Systems
>>
>> 100 Martine Avenue
>> White Plains, NY  10601
>> tel: 1.914.422.1497
>> fax: 1.914.422.1452
>>
>> https://whiteplainslibrary.org/
>>
>> *“I would rather have questions that can’t be answered than answers that
>> can’t be questioned.”*
>> — Richard Feynman
>> ,
>> theoretical physicist and recipient of the Nobel Prize in Physics in 1965
>>
>>
>> On Mon, 8 Apr 2024 at 09:17, Elizabeth Davis via Evergreen-general <
>> evergreen-general@list.evergreen-ils.org> wrote:
>>
>>> Hi Jon,
>>>
>>> We went with Unique’s MessageBee.  We manage is on the consortium level
>>> so there’s no customization for individual libraries, but it’s been working
>>> great.
>>>
>>>
>>>
>>> *Elizabeth Davis* (she/her), *Support & Project Management Specialist*
>>>
>>> *Pennsylvania Integrated Library System **(PaILS) | SPARK*
>>>
>>> (717) 256-1627 | elizabeth.da...@sparkpa.org
>>> 
>>> support.sparkpa.org | supp...@sparkpa.org
>>>
>>>
>>>
>>> *From:* Evergreen-general <
>>> evergreen-general-boun...@list.evergreen-ils.org> *On Behalf Of *JonGeorg
>>> SageLibrary via Evergreen-general
>>> *Sent:* Friday, April 5, 2024 6:13 PM
>>> *To:* Evergreen Discussion Group <
>>> evergreen-general@list.evergreen-ils.org>
>>> *Cc:* JonGeorg SageLibrary 
>>> *Subject:* Re: [Evergreen-general] SMS Messages Not Being Received
>>>
>>>
>>>
>>> Elizabeth, what 3rd party service did you end up using and how well has
>>> it been working for your libraries?
>>>
>>> -Jon
>>>
>>>
>>>
>>> On Fri, Apr 5, 2024 at 11:29 AM Elizabeth Davis via Evergreen-general <
>>> evergreen-general@list.evergreen-ils.org> wrote:
>>>
>>> Hi Will
>>>
>>>
>>>
>>> We’ve had several issues with most of the carriers on SMS issues.
>>> Sometimes SMS messages were throttled, and patrons would get them days or
>>> weeks later if at all.  Some carriers just stopped sending them totally.
>>> 

Re: [Evergreen-general] SMS Messages Not Being Received

[Lussier, Kathy via Evergreen-general]

Hi,

One thing to keep in mind is that Evergreen's core text messaging
functionality was created more than 10 years ago when the wireless service
provider market was much less complex. We now have carriers that use
multiple networks, each with its own email gateway. Does the typical patron
know which network their discount carrier may happen to run on? Some
carriers don't even provide an email gateway, or make it very difficult to
find. If I were to write up development requirements for this feature in
2024, they would be entirely different from what they were in 2011ish.

NOBLE is planning to move to a third-party text messaging service soon.
Although I can't speak to how this provider works yet, in my previous job,
I used a service that relied on Twilio, and it was a much better
experience. Patrons didn't have to worry about getting the precise carrier
listed. It did not fix the sending / receipt for every single text message,
but it did handle text messaging in a modern way with sophisticated error
reporting letting us know the reason for the failed delivery, which helped
staff better manage these errors.

Kathy
--
Kathy Lussier
she/her
Executive Director
NOBLE: North of Boston Library Exchange
Danvers, MA
978-777-8844 x201
www.noblenet.org




On Mon, Apr 8, 2024 at 12:50 PM Lolis, John via Evergreen-general <
evergreen-general@list.evergreen-ils.org> wrote:

> I don't know about anyone else's mileage, but in the past few weeks I've
> had reports of even personal text messages failing delivery.  T'would be a
> shame if we end up chasing our tails trying to fix something we have no
> control over.  I'm not saying this is definitely the case, but it bears
> consideration.
>
> John Lolis
> Coordinator of Computer Systems
>
> 100 Martine Avenue
> White Plains, NY  10601
> tel: 1.914.422.1497
> fax: 1.914.422.1452
>
> https://whiteplainslibrary.org/
>
> *“I would rather have questions that can’t be answered than answers that
> can’t be questioned.”*
> — Richard Feynman
> ,
> theoretical physicist and recipient of the Nobel Prize in Physics in 1965
>
>
> On Mon, 8 Apr 2024 at 09:17, Elizabeth Davis via Evergreen-general <
> evergreen-general@list.evergreen-ils.org> wrote:
>
>> Hi Jon,
>>
>> We went with Unique’s MessageBee.  We manage is on the consortium level
>> so there’s no customization for individual libraries, but it’s been working
>> great.
>>
>>
>>
>> *Elizabeth Davis* (she/her), *Support & Project Management Specialist*
>>
>> *Pennsylvania Integrated Library System **(PaILS) | SPARK*
>>
>> (717) 256-1627 | elizabeth.da...@sparkpa.org
>> 
>> support.sparkpa.org | supp...@sparkpa.org
>>
>>
>>
>> *From:* Evergreen-general <
>> evergreen-general-boun...@list.evergreen-ils.org> *On Behalf Of *JonGeorg
>> SageLibrary via Evergreen-general
>> *Sent:* Friday, April 5, 2024 6:13 PM
>> *To:* Evergreen Discussion Group <
>> evergreen-general@list.evergreen-ils.org>
>> *Cc:* JonGeorg SageLibrary 
>> *Subject:* Re: [Evergreen-general] SMS Messages Not Being Received
>>
>>
>>
>> Elizabeth, what 3rd party service did you end up using and how well has
>> it been working for your libraries?
>>
>> -Jon
>>
>>
>>
>> On Fri, Apr 5, 2024 at 11:29 AM Elizabeth Davis via Evergreen-general <
>> evergreen-general@list.evergreen-ils.org> wrote:
>>
>> Hi Will
>>
>>
>>
>> We’ve had several issues with most of the carriers on SMS issues.
>> Sometimes SMS messages were throttled, and patrons would get them days or
>> weeks later if at all.  Some carriers just stopped sending them totally.
>> Sometimes the messages to a specific carrier would deliver for one library
>> in the consortium but not others.  We tried changing from sending SMS to
>> MMS with no luck.  Also we were getting asked to add new carriers that
>> don’t have gateways and so we were unable to provide SMS service to those
>> patrons.In the end we moved to a third-party option to deliver SMS
>> notifications.
>>
>>
>>
>>
>>
>> *Elizabeth Davis *(she/her), *Support & Project Management Specialist*
>>
>> *Pennsylvania Integrated Library System (PaILS) | SPARK*
>>
>> (717) 256-1627 | elizabeth.da...@sparkpa.org
>> 
>> support.sparkpa.org
>> 
>> | supp...@sparkpa.org
>>
>>
>>
>> *From:* Evergreen-general <
>> evergreen-general-boun...@list.evergreen-ils.org> *On Behalf Of *Szwagiel,
>> Will via Evergreen-general
>> *Sent:* Friday, April 5, 2024 2:13 PM
>> *To:* Szwagiel, Will via Evergreen-general <
>> evergreen-general@list.evergreen-ils.org>
>> *Cc:* Szwagiel, Will 
>> *Subject:* [Evergreen-general] SMS Messages Not Being Received
>>
>>
>>
>> Good afternoon,

Re: [Evergreen-general] SMS Messages Not Being Received

[Lolis, John via Evergreen-general]

I don't know about anyone else's mileage, but in the past few weeks I've
had reports of even personal text messages failing delivery.  T'would be a
shame if we end up chasing our tails trying to fix something we have no
control over.  I'm not saying this is definitely the case, but it bears
consideration.

John Lolis
Coordinator of Computer Systems

100 Martine Avenue
White Plains, NY  10601
tel: 1.914.422.1497
fax: 1.914.422.1452

https://whiteplainslibrary.org/

*“I would rather have questions that can’t be answered than answers that
can’t be questioned.”*
— Richard Feynman
,
theoretical physicist and recipient of the Nobel Prize in Physics in 1965


On Mon, 8 Apr 2024 at 09:17, Elizabeth Davis via Evergreen-general <
evergreen-general@list.evergreen-ils.org> wrote:

> Hi Jon,
>
> We went with Unique’s MessageBee.  We manage is on the consortium level so
> there’s no customization for individual libraries, but it’s been working
> great.
>
>
>
> *Elizabeth Davis* (she/her), *Support & Project Management Specialist*
>
> *Pennsylvania Integrated Library System **(PaILS) | SPARK*
>
> (717) 256-1627 | elizabeth.da...@sparkpa.org
> 
> support.sparkpa.org | supp...@sparkpa.org
>
>
>
> *From:* Evergreen-general <
> evergreen-general-boun...@list.evergreen-ils.org> *On Behalf Of *JonGeorg
> SageLibrary via Evergreen-general
> *Sent:* Friday, April 5, 2024 6:13 PM
> *To:* Evergreen Discussion Group  >
> *Cc:* JonGeorg SageLibrary 
> *Subject:* Re: [Evergreen-general] SMS Messages Not Being Received
>
>
>
> Elizabeth, what 3rd party service did you end up using and how well has it
> been working for your libraries?
>
> -Jon
>
>
>
> On Fri, Apr 5, 2024 at 11:29 AM Elizabeth Davis via Evergreen-general <
> evergreen-general@list.evergreen-ils.org> wrote:
>
> Hi Will
>
>
>
> We’ve had several issues with most of the carriers on SMS issues.
> Sometimes SMS messages were throttled, and patrons would get them days or
> weeks later if at all.  Some carriers just stopped sending them totally.
> Sometimes the messages to a specific carrier would deliver for one library
> in the consortium but not others.  We tried changing from sending SMS to
> MMS with no luck.  Also we were getting asked to add new carriers that
> don’t have gateways and so we were unable to provide SMS service to those
> patrons.In the end we moved to a third-party option to deliver SMS
> notifications.
>
>
>
>
>
> *Elizabeth Davis *(she/her), *Support & Project Management Specialist*
>
> *Pennsylvania Integrated Library System (PaILS) | SPARK*
>
> (717) 256-1627 | elizabeth.da...@sparkpa.org
> 
> support.sparkpa.org
> 
> | supp...@sparkpa.org
>
>
>
> *From:* Evergreen-general <
> evergreen-general-boun...@list.evergreen-ils.org> *On Behalf Of *Szwagiel,
> Will via Evergreen-general
> *Sent:* Friday, April 5, 2024 2:13 PM
> *To:* Szwagiel, Will via Evergreen-general <
> evergreen-general@list.evergreen-ils.org>
> *Cc:* Szwagiel, Will 
> *Subject:* [Evergreen-general] SMS Messages Not Being Received
>
>
>
> Good afternoon,
>
>
>
> We have recently been receiving a number of reports from different
> libraries that patrons are not receiving SMS notifications, particularly
> those for holds.  Evergreen is sending the messages like it is supposed to,
> so we are thinking that some carriers may be flagging the messages as
> spam.  Based on the reports we have received, it appears to be most common
> with AT
>
>
>
> For anyone else who might have experienced this in the past, did you have
> any direct interactions with the carrier/s, and if so, what were the steps
> that needed to be taken to prevent this from happening in the future?
>
>
>
> Thank you.
>
>
>
> *William C. Szwagiel*
>
> NC Cardinal Project Manager
>
> State Library of North Carolina
>
> william.szwag...@ncdcr.gov | 919.814.6721
>
> https://statelibrary.ncdcr.gov/services-libraries/nc-cardinal
> 
>
> 109 East Jones Street  | 4640 Mail Service Center
>
> Raleigh, North Carolina 27699-4600
>
> The State Library is part of the NC Department of Natural & Cultural
> Resources.
>
> *Email correspondence to and from this address is subject to the North
> Carolina Public Records Law and may be disclosed to third parties.*
>
>
>
>
> --
>
>
> Email 

Re: [Evergreen-general] SMS Messages Not Being Received

[Elizabeth Davis via Evergreen-general]

Hi Jon,
We went with Unique’s MessageBee.  We manage is on the consortium level so 
there’s no customization for individual libraries, but it’s been working great.

[cid:image004.png@01DA8995.890A58A0]Elizabeth Davis (she/her), Support & 
Project Management Specialist
Pennsylvania Integrated Library System (PaILS) | SPARK
(717) 256-1627 | 
elizabeth.da...@sparkpa.org
support.sparkpa.org | 
supp...@sparkpa.org

From: Evergreen-general  On 
Behalf Of JonGeorg SageLibrary via Evergreen-general
Sent: Friday, April 5, 2024 6:13 PM
To: Evergreen Discussion Group 
Cc: JonGeorg SageLibrary 
Subject: Re: [Evergreen-general] SMS Messages Not Being Received

Elizabeth, what 3rd party service did you end up using and how well has it been 
working for your libraries?
-Jon

On Fri, Apr 5, 2024 at 11:29 AM Elizabeth Davis via Evergreen-general 
mailto:evergreen-general@list.evergreen-ils.org>>
 wrote:
Hi Will

We’ve had several issues with most of the carriers on SMS issues.  Sometimes 
SMS messages were throttled, and patrons would get them days or weeks later if 
at all.  Some carriers just stopped sending them totally.   Sometimes the 
messages to a specific carrier would deliver for one library in the consortium 
but not others.  We tried changing from sending SMS to MMS with no luck.  Also 
we were getting asked to add new carriers that don’t have gateways and so we 
were unable to provide SMS service to those patrons.In the end we moved to 
a third-party option to deliver SMS notifications.


[cid:image003.png@01DA8995.89059DB0]Elizabeth Davis (she/her), Support & 
Project Management Specialist
Pennsylvania Integrated Library System (PaILS) | SPARK
(717) 256-1627 | 
elizabeth.da...@sparkpa.org
support.sparkpa.org
 | supp...@sparkpa.org

From: Evergreen-general 
mailto:evergreen-general-boun...@list.evergreen-ils.org>>
 On Behalf Of Szwagiel, Will via Evergreen-general
Sent: Friday, April 5, 2024 2:13 PM
To: Szwagiel, Will via Evergreen-general 
mailto:evergreen-general@list.evergreen-ils.org>>
Cc: Szwagiel, Will 
mailto:william.szwag...@dncr.nc.gov>>
Subject: [Evergreen-general] SMS Messages Not Being Received

Good afternoon,

We have recently been receiving a number of reports from different libraries 
that patrons are not receiving SMS notifications, particularly those for holds. 
 Evergreen is sending the messages like it is supposed to, so we are thinking 
that some carriers may be flagging the messages as spam.  Based on the reports 
we have received, it appears to be most common with AT

For anyone else who might have experienced this in the past, did you have any 
direct interactions with the carrier/s, and if so, what were the steps that 
needed to be taken to prevent this from happening in the future?

Thank you.


William C. Szwagiel

NC Cardinal Project Manager

State Library of North Carolina

william.szwag...@ncdcr.gov | 919.814.6721

https://statelibrary.ncdcr.gov/services-libraries/nc-cardinal

109 East Jones Street  | 4640 Mail Service Center

Raleigh, North Carolina 27699-4600

The State Library is part of the NC Department of Natural & Cultural Resources.

Email correspondence to and from this address is subject to the North Carolina 
Public Records Law and may be disclosed to third parties.





Email correspondence to and from this address may be subject to the North 
Carolina Public Records Law and may be disclosed to third parties by an 
authorized state official.
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