60-minute webinar describing how to handle what goes wrong when delivering webinars using a web conferencing platform. Manage human error, technical failure, and contingency planning. Sponsored by Mimeo.

1. © 2016 NetSpeed Learning Solutions. All rights reserved. 1
Handling Technology Trauma
in the Virtual Classroom

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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

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About Cynthia Clay
• 25+ years of experience
• Author of Great Webinars
• An expert in collaborative,
engaging virtual learning

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Tweet
#NSLSlive
#techtrauma

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Purpose Poll
What is your primary purpose in attending this
webinar today?

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Opening Question
What is the worst technological trauma
you’ve experienced?

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Remember
What can go wrong will go wrong.

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The Crashing Platform
Keep your cool.
Acknowledge what’s happening one time.
Then stop commenting on it.

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The Mysterious Phone Bridge
Communicate with your host/producer via chat.
Hang up and dial back in.
Have an alternate phone bridge ready.

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Locked out
Have the host/producer log in
for the presenter before opening the meeting.

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Causes
What are the primary causes of
technology trauma in the
virtual classroom?

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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

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Your Experience (continued)
7. No host/producer
8. Unskilled learners
9. Unstable web conference platform
(crashing)
10. Streaming video or VOIP
11. Problems with teleconference bridge

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Technology Trauma
Tech
Trauma
Human
Error
Software
Failure
No
Contingency
Plans

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Tech Trauma
• Unskilled presenters
• Lack of rehearsal/practice
• Presenter’s discomfort with technology
• Unskilled learners

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Tech Trauma
• Bandwidth issues (slow Internet)
• Unstable web conference platform
(crashing)
• Streaming video or VOIP
• Problems with teleconference bridge

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Tech Trauma
• Lack of preparation
• No host/producer
• No standard checklists

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Contingency Planning
Threat To Avoid To Mitigate
VOIP/Audio is jerky or not
playing through computer
speakers

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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”

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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

21. © 2016 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)

22. © 2016 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.

23. © 2016 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

24. © 2016 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

25. © 2016 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

26. © 2016 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

27. © 2016 NetSpeed Learning Solutions. All rights reserved. 27
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?

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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?

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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?

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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.

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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.”

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Presenter
What other practices would you
recommend for a Presenter?

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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.

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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.”

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Host/Producer
What other practices would you
recommend for a Host/Producer?

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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.

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Learners
What other practices would you
recommend for the Learners?

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Remember
What can go wrong will go wrong.
Anticipate issues and prepare to meet them.

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Be Calm

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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

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Actions

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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

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Virtual Workplace Summit
https://netspeedlearning.com/summit/

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• Link to download our webinar
checklist
• Use the discount code
“Mimeo” to receive $345 off
the VFTC course
• Next session:
October/November
Take our Survey

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Q & A

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Next Mimeo Webinar
Presented by Daniel
Jones, Zurich
Insurance
How to Start, Grow, and Manage
a Learning Community of Practice
October 25th, 9:00 am ETET

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Thank You!