SchoolStackParents complain that they hear too little from school. Teachers complain that they get messages at 10pm on a Sunday. Both are usually true, and both come from the same cause: nobody decided which channel is for what.
A short communication policy fixes most of it. It doesn’t need to be long. One page that everyone has read beats a ten-page document nobody opens.
Decide which channel is for what
Most schools use three to five channels: a parent app, email, the school website, text messages and paper letters. Problems start when the same kind of message goes out through different channels depending on who sends it.
Write a simple table and publish it to staff and families:
| Message | Channel | Who sends it |
|---|---|---|
| Emergencies and closures | Text message and app notification | Office or leadership |
| Whole-school news | Weekly newsletter in the app | Office |
| Class updates and photos | Class feed in the app | Class teacher |
| Homework | LMS or homework app | Class teacher |
| A concern about one child | Direct message or phone call | Class teacher or form tutor |
| Attendance and absences | SIS parent portal or text | Office |
The exact choices matter less than being consistent. Once families learn that homework always lives in one place, they stop asking teachers where to find it.
If you are choosing or replacing a parent app, see our parent communication ranking. Apps like ParentSquare are built for district-wide messaging, while ClassDojo and Seesaw are more class-focused.
Set response times that protect teachers
Families accept slower replies when they know what to expect. Teachers burn out when they feel they have to reply instantly. A good policy says:
- Teachers reply to messages within two school days.
- Teachers are not expected to read or reply to messages outside working hours. Most parent apps let teachers set quiet hours, so use them.
- Urgent matters, such as a safeguarding concern or a medical issue, go to the office by phone, not to a teacher’s app inbox.
Put the response time in the app’s profile or auto-reply so families see it when they write.
Make sure every family gets the message
A message only counts if it’s read. Check the app’s delivery reports for each family, not just the overall read rate.
- Language. Use the app’s translation feature, and ask families which language they prefer when they enrol. Ask a native speaker to check translations of important letters, because automatic translation of school jargon can be confusing.
- Families without the app. Every app has some families who never install it. Decide on a fallback, such as text message or paper, and have someone in the office check unread lists for important messages.
- Separated parents. Make sure both parents with rights to information are connected, where that is appropriate, and that contact restrictions in the SIS carry over to the app.
Keep messages short
Long messages don’t get read on a phone. A few rules help:
- Put the action and the date in the first line. “Trip forms due Friday 14 November” is better than “Dear families, we are delighted to announce…”.
- One message, one topic.
- Send a weekly roundup instead of a message for every small update.
Tone and difficult messages
Agree on a few basics for messages that might cause concern:
- Don’t discuss behaviour or concerns about a child in a group message.
- Raise difficult issues by phone or in person first, then follow up in writing.
- If a message from a parent is abusive, don’t reply in the app. Pass it to a senior leader.
Review it every year
Check the delivery reports and ask a small group of parents and teachers what works. Update the channel table if you add or drop an app. Then send families a short reminder at the start of each school year with the table and the response times.