Handling Technology Trauma
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Handling Technology Trauma

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This webinar explored how to prepare for and respond to technology issues during the delivery of webinar, including developing contingency plans, using checklists, and working with a host/producer.

This webinar explored how to prepare for and respond to technology issues during the delivery of webinar, including developing contingency plans, using checklists, and working with a host/producer.

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Handling Technology Trauma Handling Technology Trauma Presentation Transcript

  • © 2013 NetSpeed Learning Solutions. All rights reserved. 1 Handling Technology Trauma in the Virtual Classroom September 17, 2013
  • © 2013 NetSpeed Learning Solutions. All rights reserved. 2 Webinar Objectives • Adopt the tools and tricks of technology-savvy presenters and hosts • Apply what you learn to your web training programs • Create mitigation strategies to respond effectively to technology surprises
  • © 2013 NetSpeed Learning Solutions. All rights reserved. 3 About Cynthia Clay • 25+ years of experience • Author of Great Webinars • An expert in collaborative, engaging virtual learning
  • © 2013 NetSpeed Learning Solutions. All rights reserved. 4 Tweet #techtrauma
  • © 2013 NetSpeed Learning Solutions. All rights reserved. 5 Purpose Poll What is your primary purpose in attending this webinar today?
  • © 2013 NetSpeed Learning Solutions. All rights reserved. 6 Opening Chat What is the worst technological trauma you’ve experienced?
  • © 2013 NetSpeed Learning Solutions. All rights reserved. 7 Remember What can go wrong will go wrong.
  • © 2013 NetSpeed Learning Solutions. All rights reserved. 8 The Crashing Platform Keep your cool. Acknowledge what’s happening one time. Then stop commenting on it.
  • © 2013 NetSpeed Learning Solutions. All rights reserved. 9 The Mysterious Phone Bridge Communicate with your host/producer via chat. Hang up and dial back in. Have an alternate phone bridge ready.
  • © 2013 NetSpeed Learning Solutions. All rights reserved. 10 Locked out Have the host/producer log in for the presenter before opening the meeting.
  • © 2013 NetSpeed Learning Solutions. All rights reserved. 11 Chat: Causes What are the primary causes of technology trauma in the virtual classroom?
  • © 2013 NetSpeed Learning Solutions. All rights reserved. 12 Poll: Your Experience? 1. Unskilled presenters 2. Lack of preparation 3. Lack of rehearsal/practice 4. Presenter’s discomfort with technology 5. Bandwidth issues (slow Internet) 6. No standard checklists
  • © 2013 NetSpeed Learning Solutions. All rights reserved. 13 Poll (continued) 7. No host/producer 8. Unskilled learners 9. Unstable web conference platform (crashing) 10. Streaming video or VOIP 11. Problems with teleconference bridge
  • © 2013 NetSpeed Learning Solutions. All rights reserved. 14 Technology Trauma Tech Trauma Human Error Software Failure No Contingency Plans
  • © 2013 NetSpeed Learning Solutions. All rights reserved. 15 Tech Trauma • Unskilled presenters • Lack of rehearsal/practice • Presenter’s discomfort with technology • Unskilled learners
  • © 2013 NetSpeed Learning Solutions. All rights reserved. 16 Tech Trauma • Bandwidth issues (slow Internet) • Unstable web conference platform (crashing) • Streaming video or VOIP • Problems with teleconference bridge
  • © 2013 NetSpeed Learning Solutions. All rights reserved. 17 Tech Trauma • Lack of preparation • No host/producer • No standard checklists
  • © 2013 NetSpeed Learning Solutions. All rights reserved. 18 Contingency Planning Threat To Avoid To Mitigate VOIP/Audio is jerky or not playing through computer speakers
  • © 2013 NetSpeed Learning Solutions. All rights reserved. 19 Contingency Planning Threat To Avoid To Mitigate VOIP/Audio is jerky or not playing through computer speakers Give clear instructions in welcome email and during “housekeeping”
  • © 2013 NetSpeed Learning Solutions. All rights reserved. 20 Contingency Planning Threat To Avoid To Mitigate VOIP/Audio is jerky or not playing through computer speakers Give clear instructions in welcome email and during “housekeeping” Have Host respond privately in Q&A panel or Chat
  • © 2013 NetSpeed Learning Solutions. All rights reserved. 21 Contingency Planning Threat To Avoid To Mitigate VOIP/Audio is jerky or not playing through computer speakers Give clear instructions in welcome email and during “housekeeping” Have Host respond privately in Q&A panel or Chat Host exits prematurely (due to user or technical error)
  • © 2013 NetSpeed Learning Solutions. All rights reserved. 22 Contingency Planning Threat To Avoid To Mitigate VOIP/Audio is jerky or not playing through computer speakers Give clear instructions in welcome email and during “housekeeping” Have Host respond privately in Q&A panel or Chat Host exits prematurely (due to user or technical error) Have both presenter and host log in as Hosts, if possible.
  • © 2013 NetSpeed Learning Solutions. All rights reserved. 23 Contingency Planning Threat To Avoid To Mitigate VOIP/Audio is jerky or not playing through computer speakers Give clear instructions in welcome email and during “housekeeping” Have Host respond privately in Q&A panel or Chat Host exits prematurely (due to user or technical error) Have both presenter and Host log in as Hosts, if possible. If session ends and can’t be restarted: send new webinar link in email
  • © 2013 NetSpeed Learning Solutions. All rights reserved. 24 Contingency Planning Threat To Avoid To Mitigate VOIP/Audio is jerky or not playing through computer speakers Give clear instructions in welcome email and during “housekeeping” Have Host respond privately in Q&A panel or Chat Host exits prematurely (due to user or technical error) Have both presenter and Host log in as Hosts, if possible. If session ends and can’t be restarted: send new webinar link in email Participant is unable to join breakout session with audio
  • © 2013 NetSpeed Learning Solutions. All rights reserved. 25 Contingency Planning Threat To Avoid To Mitigate VOIP/Audio is jerky or not playing through computer speakers Give clear instructions in welcome email and during “housekeeping” Have Host respond privately in Q&A panel or Chat Host exits prematurely (due to user or technical error) Have both presenter and Host log in as Hosts, if possible. If session ends and can’t be restarted: send new webinar link in email Participant is unable to join breakout session with audio Train users to log in first and then have the system call their phone number
  • © 2013 NetSpeed Learning Solutions. All rights reserved. 26 Contingency Planning Threat To Avoid To Mitigate VOIP/Audio is jerky or not playing through computer speakers Give clear instructions in welcome email and during “housekeeping” Have Host respond privately in Q&A panel or Chat Host exits prematurely (due to user or technical error) Have both presenter and Host log in as Hosts, if possible. If session ends and can’t be restarted: send new webinar link in email Participant is unable to join breakout session with audio Train users to log in first and then have the system call their phone number Merge user log in with phone numbers on attendee list, before starting breakout sessions
  • © 2013 NetSpeed Learning Solutions. All rights reserved. 27 Chat: Surprise A! The web conference platform crashes and your web training session comes to an abrupt end. (You are still on the teleconference bridge.) How would you avoid this threat? How would you mitigate this threat?
  • © 2013 NetSpeed Learning Solutions. All rights reserved. 28 Chat: Surprise B! The Presenter accidentally disconnects the teleconference bridge, ending the audio for the webinar. (Everyone is still logged in.) How would you avoid this threat? How would you mitigate this threat?
  • © 2013 NetSpeed Learning Solutions. All rights reserved. 29 Chat: Surprise C! Someone puts their phone line “on hold” instead of “on mute” and loud music is playing over the phone line. How would you avoid this threat? How would you mitigate this threat?
  • © 2013 NetSpeed Learning Solutions. All rights reserved. 30 Best Practices: Presenter 1. Know how to use the web conference platform. 2. Follow a defined checklist. 3. Schedule a dry run to test everything the day before. 4. Practice breakout rooms with real people.
  • © 2013 NetSpeed Learning Solutions. All rights reserved. 31 Best Practices: Presenter 5. Print out a copy of your slides. 6. Give Host clear instructions for each slide, chat, poll, or use of status icons. 7. Be ready to “pass the baton.”
  • © 2013 NetSpeed Learning Solutions. All rights reserved. 32 Chat: Presenter What other practices would you recommend for a Presenter?
  • © 2013 NetSpeed Learning Solutions. All rights reserved. 33 Best Practices: Host/Producer 1. Follow a defined checklist. 2. Be ready to troubleshoot problems. 3. Schedule a dry run to test everything the day before. 4. Practice breakout rooms with real people.
  • © 2013 NetSpeed Learning Solutions. All rights reserved. 34 Best Practices: Host/Producer 5. Keep written tech instructions at the ready. 6. Print out a copy of the Presenter’s slides. 7. Record clear instructions for each slide, chat, poll, or use of status icons. 8. Be ready to “run the show.”
  • © 2013 NetSpeed Learning Solutions. All rights reserved. 35 Chat: Host/Producer What other practices would you recommend for a Host/Producer?
  • © 2013 NetSpeed Learning Solutions. All rights reserved. 36 Best Practices: Learners 1. Provide clear instructions in a welcome email. 2. Test equipment and software in advance. 3. Orient new web conference users in a separate session. 4. Ask new users to log in early. 5. Tell learners how to chat privately to the Host.
  • © 2013 NetSpeed Learning Solutions. All rights reserved. 37 Chat: Learners What other practices would you recommend for the Learners?
  • © 2013 NetSpeed Learning Solutions. All rights reserved. 38 Remember What can go wrong will go wrong. Anticipate issues and prepare to meet them.
  • © 2013 NetSpeed Learning Solutions. All rights reserved. 39 Be Calm
  • © 2013 NetSpeed Learning Solutions. All rights reserved. 40 Be Calm • Don’t resist (accept) • Focus on your objectives • Apologize once • Call on your Host • Activate your back up plan • Avoid repeatedly commenting on the problem
  • © 2013 NetSpeed Learning Solutions. All rights reserved. 41 Actions
  • © 2013 NetSpeed Learning Solutions. All rights reserved. 42 Virtual Facilitator Training • Deep dive, comprehensive course • Focused on virtual design and delivery • Public courses offered six times/year • Customized for private delivery in your web conference platform
  • 43© 2013 NetSpeed Learning Solutions. All rights reserved. • Link to download our webinar checklist • Use the discount code “techtrauma” to receive $345 off the VFTC course Take our Survey
  • © 2013 NetSpeed Learning Solutions. All rights reserved. 44 Q & A
  • 45 Thank You!