Handling Technology Trauma

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Skilled webinar host/producers know that what can go wrong will go wrong in the virtual classroom. Learn how to avoid these threats and mitigate them if they occur.

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Handling Technology Trauma

  1. 1. © 2013 NetSpeed Learning Solutions. All rights reserved. 1Handling Technology Traumain the Virtual ClassroomApril 23, 2013
  2. 2. © 2013 NetSpeed Learning Solutions. All rights reserved. 2Webinar Objectives• Adopt the tools and tricks of technology-savvypresenters and hosts• Apply what you learn to your webtraining programs• Create mitigation strategies torespond effectively to technologysurprises
  3. 3. © 2013 NetSpeed Learning Solutions. All rights reserved. 3About Cynthia Clay• 25+ years of experience• Author of Great Webinars• An expert in collaborative,engaging virtual learning
  4. 4. © 2013 NetSpeed Learning Solutions. All rights reserved. 4Tweet#techtrauma
  5. 5. © 2013 NetSpeed Learning Solutions. All rights reserved. 5Purpose PollWhat is your primary purpose in attending thiswebinar today?
  6. 6. © 2013 NetSpeed Learning Solutions. All rights reserved. 6Opening ChatWhat is the worst technological traumayou’ve experienced?
  7. 7. © 2013 NetSpeed Learning Solutions. All rights reserved. 7RememberWhat can go wrong will go wrong.
  8. 8. © 2013 NetSpeed Learning Solutions. All rights reserved. 8The Crashing PlatformKeep your cool.Acknowledge what’s happening one time.Then stop commenting on it.
  9. 9. © 2013 NetSpeed Learning Solutions. All rights reserved. 9The Mysterious Phone BridgeCommunicate with your host/producer via chat.Hang up and dial back in.Have an alternate phone bridge ready.
  10. 10. © 2013 NetSpeed Learning Solutions. All rights reserved. 10Locked outHave the host/producer log infor the presenter before opening the meeting.
  11. 11. © 2013 NetSpeed Learning Solutions. All rights reserved. 11Chat: CausesWhat are the primary causes oftechnology trauma in thevirtual classroom?
  12. 12. © 2013 NetSpeed Learning Solutions. All rights reserved. 12Poll: Your Experience?1. Unskilled presenters2. Lack of preparation3. Lack of rehearsal/practice4. Presenter’s discomfort with technology5. Bandwidth issues (slow Internet)6. No standard checklists
  13. 13. © 2013 NetSpeed Learning Solutions. All rights reserved. 13Poll (continued)7. No host/producer8. Unskilled learners9. Unstable web conference platform(crashing)10. Streaming video or VOIP11. Problems with teleconference bridge
  14. 14. © 2013 NetSpeed Learning Solutions. All rights reserved. 14Technology TraumaTechTraumaHumanErrorSoftwareFailureNoContingencyPlans
  15. 15. © 2013 NetSpeed Learning Solutions. All rights reserved. 15Tech Trauma• Unskilled presenters• Lack of rehearsal/practice• Presenter’s discomfort with technology• Unskilled learners
  16. 16. © 2013 NetSpeed Learning Solutions. All rights reserved. 16Tech Trauma• Bandwidth issues (slow Internet)• Unstable web conference platform(crashing)• Streaming video or VOIP• Problems with teleconference bridge
  17. 17. © 2013 NetSpeed Learning Solutions. All rights reserved. 17Tech Trauma• Lack of preparation• No host/producer• No standard checklists
  18. 18. © 2013 NetSpeed Learning Solutions. All rights reserved. 18Contingency PlanningThreat To Avoid To MitigateVOIP/Audio is jerky or notplaying through computerspeakers
  19. 19. © 2013 NetSpeed Learning Solutions. All rights reserved. 19Contingency PlanningThreat To Avoid To MitigateVOIP/Audio is jerky or notplaying through computerspeakersGive clear instructions inwelcome email and during“housekeeping”
  20. 20. © 2013 NetSpeed Learning Solutions. All rights reserved. 20Contingency PlanningThreat To Avoid To MitigateVOIP/Audio is jerky or notplaying through computerspeakersGive clear instructions inwelcome email and during“housekeeping”Have Host respondprivately in Q&A panel orChat
  21. 21. © 2013 NetSpeed Learning Solutions. All rights reserved. 21Contingency PlanningThreat To Avoid To MitigateVOIP/Audio is jerky or notplaying through computerspeakersGive clear instructions inwelcome email and during“housekeeping”Have Host respondprivately in Q&A panel orChatHost exits prematurely(due to user or technicalerror)
  22. 22. © 2013 NetSpeed Learning Solutions. All rights reserved. 22Contingency PlanningThreat To Avoid To MitigateVOIP/Audio is jerky or notplaying through computerspeakersGive clear instructions inwelcome email and during“housekeeping”Have Host respondprivately in Q&A panel orChatHost exits prematurely(due to user or technicalerror)Have both presenter andhost log in as Hosts, ifpossible.
  23. 23. © 2013 NetSpeed Learning Solutions. All rights reserved. 23Contingency PlanningThreat To Avoid To MitigateVOIP/Audio is jerky or notplaying through computerspeakersGive clear instructions inwelcome email and during“housekeeping”Have Host respondprivately in Q&A panel orChatHost exits prematurely(due to user or technicalerror)Have both presenter andHost log in as Hosts, ifpossible.If session ends and can’tbe restarted: send newwebinar link in email
  24. 24. © 2013 NetSpeed Learning Solutions. All rights reserved. 24Contingency PlanningThreat To Avoid To MitigateVOIP/Audio is jerky or notplaying through computerspeakersGive clear instructions inwelcome email and during“housekeeping”Have Host respondprivately in Q&A panel orChatHost exits prematurely(due to user or technicalerror)Have both presenter andHost log in as Hosts, ifpossible.If session ends and can’tbe restarted: send newwebinar link in emailParticipant is unable tojoin breakout session withaudio
  25. 25. © 2013 NetSpeed Learning Solutions. All rights reserved. 25Contingency PlanningThreat To Avoid To MitigateVOIP/Audio is jerky or notplaying through computerspeakersGive clear instructions inwelcome email and during“housekeeping”Have Host respondprivately in Q&A panel orChatHost exits prematurely(due to user or technicalerror)Have both presenter andHost log in as Hosts, ifpossible.If session ends and can’tbe restarted: send newwebinar link in emailParticipant is unable tojoin breakout session withaudioTrain users to log in firstand then have the systemcall their phone number
  26. 26. © 2013 NetSpeed Learning Solutions. All rights reserved. 26Contingency PlanningThreat To Avoid To MitigateVOIP/Audio is jerky or notplaying through computerspeakersGive clear instructions inwelcome email and during“housekeeping”Have Host respondprivately in Q&A panel orChatHost exits prematurely(due to user or technicalerror)Have both presenter andHost log in as Hosts, ifpossible.If session ends and can’tbe restarted: send newwebinar link in emailParticipant is unable tojoin breakout session withaudioTrain users to log in firstand then have the systemcall their phone numberMerge user log in withphone numbers onattendee list, beforestarting breakout sessions
  27. 27. © 2013 NetSpeed Learning Solutions. All rights reserved. 27Chat: Surprise A!The web conference platform crashes and yourweb 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?
  28. 28. © 2013 NetSpeed Learning Solutions. All rights reserved. 28Chat: Surprise B!The Presenter accidentally disconnects theteleconference bridge, ending the audio forthe webinar. (Everyone is still logged in.)How would you avoid this threat?How would you mitigate this threat?
  29. 29. © 2013 NetSpeed Learning Solutions. All rights reserved. 29Chat: Surprise C!Someone puts their phone line “on hold”instead of “on mute” and loud music is playingover the phone line.How would you avoid this threat?How would you mitigate this threat?
  30. 30. © 2013 NetSpeed Learning Solutions. All rights reserved. 30Best Practices: Presenter1. Know how to use the web conference platform.2. Follow a defined checklist.3. Schedule a dry run to test everything the daybefore.4. Practice breakout rooms with real people.
  31. 31. © 2013 NetSpeed Learning Solutions. All rights reserved. 31Best Practices: Presenter5. 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.”
  32. 32. © 2013 NetSpeed Learning Solutions. All rights reserved. 32Chat: PresenterWhat other practices would yourecommend for a Presenter?
  33. 33. © 2013 NetSpeed Learning Solutions. All rights reserved. 33Best Practices: Host/Producer1. Follow a defined checklist.2. Be ready to troubleshoot problems.3. Schedule a dry run to test everything the daybefore.4. Practice breakout rooms with real people.
  34. 34. © 2013 NetSpeed Learning Solutions. All rights reserved. 34Best Practices: Host/Producer5. 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.”
  35. 35. © 2013 NetSpeed Learning Solutions. All rights reserved. 35Chat: Host/ProducerWhat other practices would yourecommend for a Host/Producer?
  36. 36. © 2013 NetSpeed Learning Solutions. All rights reserved. 36Best Practices: Learners1. Provide clear instructions in a welcomeemail.2. Test equipment and software in advance.3. Orient new web conference users in aseparate session.4. Ask new users to log in early.5. Tell learners how to chatprivately to the Host.
  37. 37. © 2013 NetSpeed Learning Solutions. All rights reserved. 37Chat: LearnersWhat other practices would yourecommend for the Learners?
  38. 38. © 2013 NetSpeed Learning Solutions. All rights reserved. 38RememberWhat can go wrong will go wrong.Anticipate issues and prepare to meet them.
  39. 39. © 2013 NetSpeed Learning Solutions. All rights reserved. 39Be Calm
  40. 40. © 2013 NetSpeed Learning Solutions. All rights reserved. 40Be Calm• Don’t resist (accept)• Focus on your objectives• Apologize once• Call on your Host• Activate your back up plan• Avoid repeatedly commentingon the problem
  41. 41. © 2013 NetSpeed Learning Solutions. All rights reserved. 41Actions
  42. 42. © 2013 NetSpeed Learning Solutions. All rights reserved. 42Virtual Facilitator Training• Deep dive, comprehensive course• Focused on virtual design and delivery• Public courses offered six times/year• Customized for private delivery in your webconference platform
  43. 43. 43© 2013 NetSpeed Learning Solutions. All rights reserved.• Link to download our webinarchecklist• Use the discount code“techtrauma” to receive $345off the VFTC courseTake our Survey
  44. 44. © 2013 NetSpeed Learning Solutions. All rights reserved. 44Q & A
  45. 45. 45Thank You!

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