Step 7: Developing training and technical assistance frameworks
Given the possibility of errors of various sorts (e.g., user, technological) throughout the intervention delivery period, we suggest that researchers identify a team of “SMS managers” – individuals tasked with day-to-day management of the web-based SMS system concurrent with core intervention programming. SMS managers’ general responsibilities might include, by way of example, enrolling new participants into the SMS system and monitoring SMS delivery schedules to match core programming. SMS managers can also periodically check that the messages participants at each location are programmed to receive match the planned SMS protocol with respect to sequence, frequency, and timing.The research team should consider developing training materials in different formats to familiarize SMS managers with the web-based interface and ensure they understand how to implement the system as intended. These might include video tutorials that show step-by-step on-screen recordings of using the SMS web-based management system, and manualized guides with screenshots and FAQs. The researchers also should consider hosting multiple live (in-person or video-based conference calls) with SMS managers to answer questions and conduct real-time demonstrations to ensure they are able to demonstrate functional competence with the SMS interface and system management responsibilities. The technology provider can assist in developing training materials and facilitating training sessions.Unexpected problems normally emerge despite extensive testing. For example, it is not always possible to account for how extreme weather, internet connectivity, or power supply issues in either the host country or LMIC location may create system sending or receipt issues. As another example, wireless network carriers may change their guidelines without notice regarding how they process short-code and 10-digit code SMS, which might interrupt message delivery to participants. As such, we believe it very helpful to develop a chain of real-time technical support for SMS managers. Given possible time zone differences between the research team and the LMIC location, having some mechanism of support for SMS managers (ideally a direct emergency contact at the technology developer) that they can access any time is important for prompt reporting and response to issues with SMS.