handling technology trauma

Handling Technology Traumain the Virtual Classroom

August 5, 2013

Webinar Objectives

• Adopt the tools and tricks of technology-savvy presenters and hosts

• Apply what you learn to your webtraining programs

• Create mitigation strategies torespond effectively to technologysurprises

About Cynthia Clay

• 25+ years of experience• Author of Great Webinars • An expert in collaborative,

engaging virtual learning

#techtrauma

Purpose Poll

What is your primary purpose in attending this webinar today?

Opening Chat

What is the worst technological trauma you’ve experienced?

Remember

What can go wrong will go wrong.

The Crashing Platform

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

The Mysterious Phone Bridge

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

Locked out

Have the host/producer log infor the presenter before opening the meeting.

Chat: Causes

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

Poll: 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

Poll (continued)

7. No host/producer 8. Unskilled learners9. Unstable web conference platform

(crashing)10. Streaming video or VOIP11. Problems with teleconference bridge

Technology Trauma

Tech Trauma

Human Error

Software Failure

No Contingency

Tech Trauma

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

Tech Trauma

• Bandwidth issues (slow Internet)• Unstable web conference platform

(crashing)• Streaming video or VOIP• Problems with teleconference bridge

Tech Trauma

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

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.

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

Contingency PlanningThreat To Avoid To Mitigate

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

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?

Chat: Surprise B!

The Presenter accidentally disconnects the teleconference bridge, ending the audio for the webinar. (Everyone is still logged in.)

Chat: Surprise C!

Someone puts their phone line “on hold” instead of “on mute” and loud music is playing over the phone line.

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.

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.”

Chat: Presenter

What other practices would you recommend for a Presenter?

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.

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.”

Chat: Host/Producer

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

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.

Chat: Learners

What other practices would you recommend for the Learners?

RememberWhat can go wrong will go wrong.

Anticipate issues and prepare to meet them.

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

Actions

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

Virtual Host Training

• Two webinar learning sessions• Small group of hosts (producers)• One 2 – 3 hour train back experience• Next course: October 2 – October 16

• Link to download our webinar checklist

• Use the discount code “techtrauma” to receive $345 off the Virtual Facilitator course (VFTC)

• Use the discount code “tech trauma” to receive $100 off the Virtual Host Course (VHC)

Take our Survey

Thank You!

handling technology trauma

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