Purpose Statement
The message sending feature in the Messaging Module enables users to initiate communications to various recipients within their department's First Due system. This functionality allows users to send messages via multiple delivery methods (email, phone call, text message, and app notifications), target specific groups or individuals based on various criteria, use message templates for common communications, and attach files or images to messages. These capabilities support efficient department-wide communication, emergency notifications, shift-specific announcements, and targeted information sharing across different user groups and organizational structures.
Background Information
The Messaging Module serves as First Due's comprehensive internal communication system, designed specifically for fire and EMS departments' complex organizational structures. Unlike standard messaging systems, First Due allows targeting by operational criteria such as qualifications, ranks, rotations, districts, and duty status, making it ideal for emergency notifications, shift communications, and role-specific announcements.
The system supports multi-method delivery to ensure critical messages reach personnel through their preferred or available channels. However, actual message receipt depends on individual user notification preferences configured in their personal profiles, giving personnel control over how they receive communications while maintaining the sender's ability to attempt delivery through all available methods.
Message templates streamline repetitive communications by allowing pre-configured messages for common scenarios, reducing typing time and ensuring consistent messaging for standard situations. The attachment capability enables sharing of documents, images, and other files directly within messages, supporting comprehensive information distribution.
Only users registered within the department's First Due system can receive messages, ensuring communications remain within the authorized organizational structure.
Required Permissions
To manage messages within the Messaging Module, users must have the following permissions enabled in their role:
- Messaging: Access Messaging - Required to view and access the Messaging module
- Messaging: View message history - Required to view sent messages and their details
- Messaging: Send messages - Required to reply to messages
- Messaging: Delete messages - Required to delete individual messages or bulk delete multiple messages
Important Note:
The availability of specific management features (reply, view details, delete) depends on which permissions are assigned to the user's role. Users without certain permissions will not see the corresponding icons or options in the interface.
Video
Step-by-Step Guide
1. Select the Messaging Module, then select Messaging.
- Send to email only--This will only send out an email to the chosen recipients
Send to all methods--This will send the message out via all four of the following methods
- Phone SMS
- Phone Call
- Push Notification
Choosing "Send to all methods" will send the message via all four methods however, each user will only receive the message via the methods chosen in their profile.
- Individual Users.
- Qualifiers.
- Ranks.
- Groups.
- Rotations.
- Districts.
- Specific Scheduling Boards.
- Individuals on a Time Off subtype for the day.
- On-duty personnel.
- Off-duty personnel.
Warning:
The text field is limited to 500 characters which include letters, numbers and spaces.
Info:
Message Templates are for the recipients and the text area of the message
Warning:
When a Messaging Template is selected, it will overwrite all selections in the recipients area and anything already entered into the text field of the message.
Important Note:
If an attachment is added and the Message Type is "Send to all Methods", the message will be delivered via all the methods (Phone SMS, Phone Call, Email & Push Notification) but the attachment will only be delivered via email. If the End User does not have Email selected as a Notification Preference is their account profile, they will not receive the email.
Best Practices
Do's
- Verify your recipient selection carefully before sending to ensure the message reaches the intended audience without including unnecessary recipients
- Choose the appropriate message type based on urgency—use "Send to all methods" for time-sensitive or emergency communications, and "Send to email only" for routine information
- Keep messages concise and under the 500-character limit by focusing on essential information and using clear, direct language
- Test message templates before using them for critical communications to ensure they contain current and accurate information
- Consider the duty status of your recipients when timing non-emergency messages to avoid unnecessary notifications during off-duty hours
- Double-check attachments before sending to ensure you're sharing the correct files and that file sizes are appropriate
Don'ts
- Don't use "Send to all users" unless the message truly applies to every person in your department, as unnecessary mass notifications reduce the effectiveness of the messaging system
- Don't rely solely on "Send to all methods" assuming everyone will receive the message through every channel—remember that individual notification preferences control actual delivery
- Don't load a message template after composing a custom message unless you intend to replace your content, as templates overwrite existing text and clear recipients
- Don't exceed the 500-character limit by trying to include too much detail—consider breaking complex information into multiple messages or using attachments for detailed content
- Don't send messages with attachments that recipients may not be able to access on mobile devices if immediate review is required
- Don't assume all recipient categories are available in your system—available options depend on your department's First Due configuration
Tips & Recommendations
- For recurring communications, work with your administrator to create message templates that save time and ensure consistent messaging across shifts or incidents
- When using "Send to all methods," include a note in your message reminding recipients to check their notification preferences if they're not receiving messages as expected
- If your message approaches the 500-character limit, consider whether an attachment might better convey detailed information while keeping the message text brief and actionable
- Use specific recipient targeting (qualifiers, ranks, rotations, districts) rather than "Send to all users" to reduce notification fatigue and improve message relevance
- Before sending time-sensitive messages, verify which users are currently on duty using the duty status filters to ensure immediate reach to active personnel
- Keep a record of important sent messages by reviewing them in the message history, especially for communications requiring documentation or follow-up
Troubleshooting & FAQs
Q: Why can't I send a message to someone I know is in our department?
A: Messages can only be sent to users who are registered within your department's First Due system. If you cannot select someone as a recipient, they may not have a First Due account, their account may be inactive, or they may not appear in the recipient categories you're viewing. Contact your administrator to verify the user's account status and visibility settings.
Q: I selected "Send to all methods" but some recipients didn't receive the message on all channels. Why?
A: When you select "Send to all methods," First Due attempts to deliver via email, phone call, text message, and app notifications. However, recipients only receive messages through the notification methods they have personally enabled in their profile settings. Each user controls their own notification preferences, so delivery channels vary by individual. Recipients should review and update their notification settings if they want to receive messages through additional methods.
Q: What happens to my message content and recipients when I load a template?
A: Loading a message template completely overwrites any text you've entered in the message field and resets/removes any recipients you've previously selected. Always load your template first before adding custom text or selecting recipients. If you accidentally load a template and lose your content, you'll need to re-enter your message and re-select your recipients.
Q: Why don't I see certain recipient categories like Rotations or Districts?
A: Available recipient categories depend on how your department has configured First Due. If specific recipient types aren't visible, they may not be configured in your system. Contact your administrator if you need access to additional recipient categories for your communication needs.
Q: What file types and sizes can I attach to messages?
A: The video transcript doesn't specify file type or size limitations for message attachments. For specific guidance on acceptable file formats and maximum file sizes, contact your First Due administrator or consult your department's messaging policies. As a best practice, keep attachments reasonably sized to ensure successful delivery and accessibility on mobile devices.
Q: How can I verify that my message was successfully sent?
A: After clicking "Send," your new message will appear in the Messaging module interface, confirming successful submission. To view full delivery details and recipient status, locate your sent message in the message list and click the eye icon to view comprehensive details including recipient information and any replies. This allows you to track message delivery and engagement.