Choosing between an email and an SMS for one customer task

Email and SMS can support the same customer task in different ways. The decision should start with the information the person needs and the action they are expected to take, rather than an assumption that using more channels is always better. SMS Pavilion discusses this as a planning question, not

Planning holiday notices across time zones

Holiday planning becomes more complex when recipients follow different calendars and time zones. A date that is convenient for the sender may be a normal working day, a holiday or already the next day for someone else. SMS Pavilion recommends recording those differences explicitly instead of

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