Implementing text message filters

Implementing text message filters is an important measure for organizations aiming to safeguard their communications, maintain regulatory compliance, and protect sensitive information. By filtering text messages, businesses can prevent unauthorized sharing of confidential data, minimize the risk of data breaches, and ensure that they meet legal and industry-specific compliance requirements, such as HIPAA. 

What is text message filtering?

Text message filtering refers to the automated process of monitoring, scanning, and controlling the content of text messages based on predefined rules or policies. These filters can prevent messages containing sensitive or inappropriate content from being sent or received, ensuring that only compliant, secure, and appropriate communications are allowed.

Text message filtering systems can be customized to detect specific keywords, phrases, or patterns in the message body. They can also use advanced techniques like machine learning to analyze message context and flag content that might violate policies or regulations.

See also: What is an email filter?

Steps to implementing text message filters

Assess the need for filtering

The first step in implementing text message filtering is to assess the specific needs of your organization. Different industries and use cases require different types of filters. Healthcare organizations must focus on filtering PHI to comply with HIPAA. 

Start by identifying the goals of the filtering system. Consider questions like:

• What type of content needs to be filtered (e.g., sensitive data, offensive language, spam)?
• Who are the recipients and senders of the messages?
• Are there specific regulatory requirements or industry standards that must be met?

By answering these questions, you can tailor the filtering system to meet your organization’s needs. 

Select the right technology and platform

Once you’ve identified the need for text message filtering, the next step is to select the appropriate technology. The technology or platform you choose should have the following features:

• Customization: The ability to customize filters to target specific keywords, phrases, or patterns based on your industry’s needs.
• Encryption support: For industries that handle sensitive information, the platform must support encryption to ensure that filtered content is transmitted securely.
• Integration: Ensure the filtering platform can integrate with your existing communication systems.
• Advanced features: Look for advanced features like natural language processing (NLP) and machine learning for more accurate filtering beyond basic keyword detection.

Define filtering rules

Once the technology is in place, it’s time to define the filtering rules. These rules will govern which messages are allowed to be transmitted and which are blocked or flagged for review.

Types of Filters:

• Keyword filters: Detect specific words or phrases that trigger the filter. For example, a healthcare organization might set up filters for terms like "diagnosis" or "social security number" to prevent the transmission of PHI through insecure channels.
• Content filters: Use machine learning algorithms to detect sensitive information based on patterns and context, not just keywords. 
• Spam filters: Block messages that contain irrelevant or unsolicited promotional content.
• Language filters: Detect inappropriate language, such as offensive terms or slurs, in communications between customers and service representatives.

The filtering rules should be aligned with your business’s compliance and security policies. Work with legal and compliance teams to ensure the filtering rules meet the required regulatory standards for your industry.

Test the system

Before going live with your text message filtering system, thorough testing is essential. During testing, make sure the system correctly identifies and blocks the desired content while allowing legitimate communications to pass through unimpeded. This step is important in healthcare, where improper blocking of critical messages could disrupt patient care.

Key testing activities include:

• Simulating messages: Test various scenarios by sending messages that should be filtered based on your rules, such as messages containing PHI or offensive language.
• Reviewing alerts: Ensure that the system correctly flags or blocks problematic messages and that notifications or alerts are triggered for review.
• Evaluating false positives: Pay close attention to false positives (legitimate messages being blocked) and adjust the filters to minimize disruption to operations.

Deploy the system

After successful testing, you can deploy the text message filtering system. This step involves integrating the filters into your live communication platform.

Monitor and update filters regularly

The nature of communication and threats can change over time, so it’s important to regularly monitor and update the filtering rules to keep pace with new risks. This is especially important in industries with evolving regulations, such as healthcare or finance.

Training and awareness

A study investigating cybersecurity challenges in healthcare found that one of the biggest contributors to the healthcare industry being targeted by cybercriminals is that “Healthcare staff aren't educated in online risks.”

Ensuring team members, particularly those responsible for managing communications, are trained on how the text message filtering system works is important. Educate staff on what messages might trigger the filters, how to handle flagged content, and what actions are required to maintain compliance.

Clear documentation and regular training sessions will help reduce human errors and ensure that staff adhere to policies that protect sensitive information.

Benefits of implementing text message filters

• Increased security: Text message filters help prevent sensitive data from being transmitted through insecure channels. By automatically flagging messages containing PHI, financial data, or personal identifiers, these filters protect against data breaches and ensure compliance with privacy regulations.
• Regulatory compliance: The healthcare industry is subject to strict privacy laws such as HIPAA, and implementing text message filters helps organizations meet these requirements by preventing the unauthorized sharing of sensitive information.
• Improved communication efficiency: With automated filtering, companies can streamline communication processes. For example, customer service teams can ensure that no inappropriate language or spam reaches customers, enhancing the customer experience and maintaining a professional tone.
• Reduced risk of legal and financial penalties: By implementing filters that detect and block non-compliant messages, organizations can reduce the risk of costly legal penalties for violating privacy regulations. 
• Enhanced trust with patients: Organizations that prioritize secure and compliant communication foster trust with their patients. 

Best practices for implementing text message filters

• Customize filters based on your organization’s needs.
• Regularly review and update filtering rules.
• Test thoroughly before going live to minimize false positives and negatives.
• Ensure that sensitive content is encrypted when necessary.
• Train staff to understand the filtering system and recognize common triggers.
• Monitor system performance and adjust as needed.

Related: The guide to HIPAA compliant text messaging

FAQs

Why are text message filters important for organizations?

Text message filters are crucial for securing sensitive data, complying with regulatory frameworks like HIPAA or GDPR, and preventing unauthorized access or data breaches. They help organizations safeguard communication channels and minimize the risk of non-compliance penalties.

How do text message filters handle encrypted messages?

Many text message filtering solutions have built-in encryption capabilities, allowing messages containing sensitive information to be encrypted before being sent. Filters can also detect whether incoming or outgoing messages are already encrypted and ensure compliance with encryption standards.