5

Producing a Virtual Session: Before, During, and After

In This Chapter

Getting ready to produce a live online session, including setting up your workspace for maximum comfort and effectiveness

Detailed checklists for preparing four key areas: technical details, content, presenters, and attendees

A step-by-step guide for producing a live session and a checklist for wrap up tasks

We planned our virtual training session for weeks in advance, setting up our offices and workspaces, preparing the audio and the technology on our computers and devices, and getting the trainers ready to present online, the content ready to be delivered online, and the attendees everything they needed to be successful. Or, at least we thought we had prepared the attendees.

We sent them the equipment they needed, like headsets and system requirements; we made sure they tested their computers and audio ahead of time; we ensured they had all the materials; and we even held live test sessions to help ease them into all of it. We were all set, having prepared every detail for before, during, and the follow-up after the session.

We opened the session early and excitedly waited for everyone to join. And that was when only one of the attendees joined the session and said, “We’re here!” Every one of them had gathered into one conference room to sit together for their online class. They were all in one physical space, using one computer and a speaker phone. All the polls, chats, annotated whiteboards, and breakouts we had planned—they could not be done. We had failed to tell them to be at their own desk and using their own computer and audio connections.

We forgot to mention the most basic detail about being online: That being in person together in one room is not an online training. This setup was not going to allow us to use all the features we had planned for a full live online training session. All we could do in this situation was broadcast into their room and lead a training session that was like any other in-person training where they could turn to one another to discuss topics and collaborate on learning activities. It was just us online, with the one attendee computer that had joined as a team of 10 people! We ended up not having much technology to manage at all that day, but we were rather disappointed about it after all that we had prepared for them to do using it.

One of the biggest concerns live online presenters and trainers have is how they will manage all the technical aspects of the webinar, meeting, or virtual classroom session at the same time they need to present the content. It is their first fear, followed closely by learning to engage an audience that is not physically in front of them.

Remember the first time you ever gave a speech, presented at work, or delivered your first training in front of a live audience? I recall this fear of everyone just staring, waiting for me to do something embarrassing. Fast forward to presenting and training online and now we are afraid that we cannot see them! The fear is more about the unknown than anything else.

Whether working with a person in the role of a producer or planning to take care of the production tasks on your own, focus, preparation, patience, and a dash of courage will carry you through the day of the big event. Taking the time to carefully prepare and get all technical, content, presenter, and attendee details in place will make any unexpected moments once the session is live much easier to manage. Having a plan of action, a checklist, some scripting, and a process for managing issues that may arise in the moment will create confidence and a sense of control. And following up with successes, actions, and next steps will solidify the experience, making way for clearer and smoother live online sessions in the future. Let’s examine the details for getting ready, going live, and following up with your online sessions.

Getting Ready

In addition to setting up your workspace, pay attention to four key areas—technology, content, presenter, and attendees—and have a backup plan in place for each. Be sure to also review chapters 8 and 9 on how to get participants ready to attend and participate in your live online session, and if working in partnership with another person, how to conduct a rehearsal, dry run, or walkthrough once all these details are in place.

Setting Up Your Space

Producing live online sessions from a properly arranged space is as important to your success as your knowledge of the features of the technology. When preparing your office or your desk, be certain it is a comfortable and quiet space from which you can work. Minimize distractions around you and remove background noise. Let others know you are in session by placing a sign on your door. People have even been known to use yellow-and-black caution tape to remind others to be quiet while they are presenting live online.

Look around the space and be sure that what displays on camera is what you want for your presentation. (See chapter 4 for tips on setting up your webcam environment effectively.) Be sure to have comfortable seating that does not make noise or otherwise interfere with your session. Some presenters choose to use a standing desk, allowing them to walk around when they present and to assist with keeping up their energy. If using this style of desk, pay attention to how you are being viewed on webcam as it may be distracting to see someone moving around and possibly going in and out of screen.

Devices

Many people choose to have at least two computers: one to present from and another to join as an attendee. It is increasingly common to have an additional monitor to better view the multiple open documents and the expanded pods or panels from the platform. Others also choose to have more than one type of computer or device join the session, including PCs, Macs, iPads, and other mobile devices. This is necessary if production support will be required for these devices, but if attendees aren’t joining from them, then this is likely unnecessary.

I have always used two computers to deliver my sessions, and have recently decided an additional monitor is helpful for expanding my view. It is imperative for me to engage participants in chat and on the participant panel with their feedback, so I find that second monitor is the best place to see those interactions. I don’t want to try to float those panels over my slides as I want them to be as large as possible for the best viewing. The second computer is always in the session as an attendee so I can quickly refer to that unique view. To provide accurate and clear instructions, I need this view to be confident in my delivery.

See Figures 5-1 and 5-2 for examples of computer setups.

Internet Connection

High-speed internet connections are also a requirement that almost goes without mention. After all, what is a live online meeting, webinar, or virtual training session without the internet? It’s just a phone call. It is of the utmost importance to have the highest internet speed available to you when leading a live online session. Check with your platform’s requirements to see the minimums and plan to exceed that level when leading your sessions. Participants need to follow minimum guidelines to ensure success in attending, but for meeting leaders, presenters, trainers, and producers, it is a best practice to have more than the minimum recommendations. I personally have invested in the upgraded business plans for my home office internet connection, ensuring both my upload and download speeds are the highest available from my provider. When I am traveling and delivering sessions from a hotel, I will also always upgrade to the highest internet connection speed they offer.

It is also wise to have a backup in place for such things as internet outages, power loss, and teleconference failures. Internet connections come in different forms (such as ethernet, WiFi, and mobile phone hotspot) and easily switching to an alternative is a good practice if running live online sessions. It’s something you will do on a regular basis.

Audio

Notice in the pictures of the offices that there is a hard-wired telephone, a backup mobile phone, and headsets for use with computer audio. Having more than one phone and even more than one headset available is a good practice. Switching to an alternative audio connection is only necessary if something is not working. Having backups in place is the best way to ensure you have options and do not have to end the session early if something stops working. I use various headsets for each, keeping them up to date as the technology changes. High quality sound as well as comfort are important to me given how much I am presenting and producing live online sessions. I rarely present using a cell phone; it’s just a backup in case my computer audio or hardwired phone connection are not working.

As previously mentioned, audio is an area that is ever changing and continuously getting easier to manage. It is wise to stay up to date on technology changes in this area, as they are rapid and continuous. Of additional note is that computer audio quality is also connected to the speed of the internet connection. While I increasingly use computer audio to deliver and support my live online sessions, it remains very important to have the highest speed internet connections available.

Other Items

It’s also a good idea to have everything nearby that you may need during a session and to make your physical space comfortable while you are live online. Things like paper and a pen come in handy when making notes on the technology, the participants, and anything else that might be happening during the session. Have some snacks (quiet ones!) within reach, and always have water or your beverage of choice available for refreshing your body and your voice. And be sure to include anything else to personalize your space and make it yours as all of this supports you to be the best and most authentic version of yourself as a presenter. I enjoy the view from my office windows, fresh flowers in a vase, and some of my favorite collectibles within my direct line of sight. (I am a vintage Barbie doll collector!) Each of these items brings me joy and helps set the tone in my voice for engaging participants.

Technology Checklist

There are quite a few technology feature details to take care of prior to the date of your live online session. It is easy to miss something or to be overwhelmed by all the options. I developed this list to help me and my team remember all the things that are necessary to consider when getting ready for a live online session. It has been extraordinarily helpful for those who are new to producing live online sessions and helps ensure they do not miss anything or find themselves surprised when something goes awry. Use this checklist as a guideline to your platform and all the technical details.

  Login: What is your login to the platform? Having the proper login will ensure you have all the platform capabilities available to manage and run your live online meeting, webinar, or virtual classroom session. If you use an attendee login, you will not be able to start the session. If you have a panelist login, you will not be able to start the session for the attendees. Check your login and confirm it is the proper one for the tasks required.

  Location: Will you be accessing the online meeting platform from a designated website, your email program, or through a learning management system? It is important to understand the different ways you can access the live online meeting technology that will host your session. A login to zoom.us to schedule and start a meeting is different than a login to a learning management system such as Litmos or Cornerstone. Additionally, creating a session from your email program will also look and act differently and may have limited feature options.

  Platform Type: Is your platform a Revealer or a Builder? (Refer to chapter 3 for descriptions of the types.) It’s important to know whether materials will be uploaded in advance or shared in the moment the session is live. The plan forward for your content, presenters, and attendees is based on whether the platform is a Revealer or a Builder.

  Set the Topic, Date, Time, and Duration: Establish the session title and check the spelling. Select the date, time, time zone, and session duration. Confirm all details are correct and check the time zone again. Confirm the attendees will receive the correct information for their location, language, and time zone.

  Organize or Upload Materials: If your platform is a Revealer type, prepare a folder with all files that will be shared during the event. If the event has more than one session, create a separate folder for each session. Include all files that will be shared so there is no need to search or try to remember where each one is located once in front of an audience. Start the session and practice sharing everything. Join a second computer as an attendee to see how it all displays. If working in a Builder-type platform, open the room and upload the agenda or all the presentation and activity files that will be used for the event. Make sure they display as intended. Click through each slide, test the polls, create layouts, and arrange the pods and screens as permitted in your platform. Prepare breakout rooms and upload content into each one of them. Check that everything has loaded as expected. Click through all of it to confirm everything is in order. Start a session and join a second computer as an attendee to see how it all displays.

  Set Up the Audio and Test It: When scheduling or creating the session, choose or connect the audio, such as the teleconference or computer audio. Confirm the teleconference numbers are active and connected to your account and in working order. Open the session or a test session with the exact same settings and confirm it is working. Join a second computer as an attendee and walk through connecting the audio from the second computer’s perspective. This is not the time for surprises! Know exactly how it will work and test it from both the leader and attendee angles.

  Backup Platform: Is it possible to have a backup platform in place? Sometimes platforms freeze or sites go down. If the Adobe Connect server is not responding, could you launch a Zoom meeting to conduct the session instead? If the platform is no longer working and disconnects everyone, could you switch to a teleconference? Quickly refer to your roster and email everyone the new teleconference numbers to call into and let the presenter explain the situation once everyone reconnects. This may not be realistic in all cases, but it is something to consider as a worst-case scenario to avoid canceling or ending a session early.

  Backup Audio: Should the teleconference go down, could you start a new one? Share a whiteboard with the new numbers and reconnect your audience. If computer audio stops working, could you start a teleconference and have the attendees call into that instead? These are options to be considered; though it is rare, sometimes plans do not work as outlined and having an alternative is a way to avoid canceling your live online session.

  Identify Technical Support: Determine how technical support will be provided to attendees once the live online session has begun. It is not realistic for a producer to provide one-on-one phone or email support at the same time they are also live online in the session. Decide who will accept calls and respond to emails if that is how attendees trying to enter session will be supported. If not, where will attendees who need help downloading or accessing the platform go for help?

Content Checklist

It is a common mistake to focus all production effort on the technical setup for a live online session, assuming all that is needed for the content is a set of slides. However, given all the features available to presenters, meeting hosts, and trainers, it is highly likely there is more content to take care of and manage than just one PowerPoint file. Below is a list of all the possibilities.

  Slides and Presentation Materials: Obtain the presentation materials, in the format and size that is compatible with your platform. Share or upload the materials in the environment to confirm they display as intended. PowerPoint slides are common, but they are not the only format presenters use. Obtain all other materials planned for the presentation such as PDF files, reports, or spreadsheets, depending on the intention of your live online session.

  Handouts: Obtain a copy of any handouts that will be provided to participants. Make them available for download, email them, or upload them into a file transfer location in the platform. Have a copy ready to send to participants in case they need it once the session begins.

  Polls: Prepare all polls in advance and connect or upload them to the session. Some platforms allow you to create separate polling files which are then launched when it’s time, like Webex. Other platforms require polls be created from your profile and then attached to the session, like Zoom. And yet others, like Adobe Connect, allow the polls to be created in the room. Many platforms allow polls to be created on the site and placed in a shared content folder for use by all session hosts.

  Breakouts: If the session plans to use breakouts that have files associated with the activity, obtain the files the participants will need to reference. Upload them if your Builder-type platform allows it or have them ready to access in a folder if you are using a Revealer-type platform. Plan for how participants will receive the files, such as via email, file transfer, or pages in their handouts. Also plan for the number of breakouts needed, with the number of people to be assigned to each one. And check to see if the participants need to be assigned to a specific group, or if they can be randomly placed together.

  Videos and Multimedia: If there are any video, audio, or other multimedia files that need to be played during the live session, obtain these and have them ready for viewing. Test the files in advance by using your second computer logged in as an attendee. It’s a leading practice to mute all attendee audio connections when playing multimedia to avoid feedback or interference. As a backup, consider making the multimedia files available in other ways in case they do not play as intended. For example, place the file on a shared site for download or make it available from a link sent to participants during the session.

  Other Activities: Obtain files, items, content, or instructions for any other types of activities that will run during the live session. Perhaps there will be items shown via a webcam like the hardware being demonstrated, or other physical items that may be part of a presentation such as a deck of cards.

Presenters Checklist

I’ll always remember producing one of my first large webinars with a global client who had invited four presenters to speak and more than 1,000 attendees to join. We conducted a technical rehearsal with all the presenters a week in advance and everything was set up perfectly and ready to go.

On the day of the session, all but one of the presenters was online and ready to go. The fourth presenter could not connect. The reason? They were on a different computer, in a new location, with a different internet connection. Everything was different from what we had tested.

They did not realize when we did the technical rehearsal that those details mattered. So, the fourth presenter did not present that day, and I learned the lesson of being specific and thorough during testing.

I share this story as an example of why it’s essential for the presenting and producing sides to be neatly aligned when getting ready for a virtual session. Use this checklist to avoid a similar mishap.

  Contact: If you are working with presenters other than yourself, obtain the following contact information: email, telephone number, and number for texting or instant messaging. All other contact information would be for purposes other than what is needed on the day of the live session, such as information for payments and other record keeping.

  Invitation and Calendar Placeholder: Send the presenters an invitation to the session. This might be a presenter-only link or a regular one, depending on your platform. Include a calendar placeholder, technical instructions, and a reminder to join the session early. A leading practice is to have presenters join at least 30 minutes early on the day of the live session.

  Technical Rehearsal: Schedule and conduct a session where every aspect of the technology will be tested. Use the same computer, internet connection, and audio connection that will be used on the day of the live session. Walk through each part of the platform the presenter intends to use, such as audio with headset, webcam, screen share, share presentation, polls, chat, feedback, whiteboards, and breakouts. Ensure each aspect of the technology is working properly by sharing, using, and launching each part of it. Be ready to teach presenters how to use the features of the platform but pay attention to time and set expectations accordingly.

  Content Rehearsal: Plan a content rehearsal with the presenters to give them a chance to practice what will be said, when it will be said, and how each segment will transition to the next. This will help with timing, getting comfortable on webcam, transitioning to other presenters, and paying attention to how long it takes to manage the technology while they are speaking. This rehearsal may be combined with the technical one but is usually best done separately as presenters tend to focus more on their speaking points than the technology, and time runs out. It is important to make clear that there is no presentation without the technology, and forgoing a technical rehearsal is risky.

  In-Session Communication: During the rehearsals and as part of the overall planning, decide how you will communicate with the presenters once the session is live with an audience. Instant messaging, private chat, or texting all work. People have their preferences, and whatever it is, confirm everyone agrees and will pay attention to it during the session. Refer to chapter 9 for more details on in-session communications with presenters and other producers as well as step-by-step rehearsal processes.

Attendees Checklist

The attendees are the most important part of your live online session, so it is certainly worth the time to ensure they have everything they need to be successful. Use this list to make sure you have sent all the required information to the attendees, and that they have everything in place to properly connect their computers and devices to the session on the correct date and time, with the materials they need to participate.

  Roster: Obtain a copy of the roster or the list of registrants. This is less for reporting, and more for quickly sending communications to participants should they need a handout, some extra information or help, or if a mass email is necessary due to a change in plans. Have the list open and minimized for quick reference during the live session.

  Invitation: Send communications, typically via email, to participants on the session details including content, timing, duration, and how to sign up if registration is required.

  Welcome Email: Once participants are confirmed for a session, send an email communication on how to join and participate in the live online session. Include not only the technical details for their computers and audio connections and materials, but also how to best set up their environment to actively participate in the live online session.

  Calendar Placeholder: Attendees do best when they have calendar placeholders containing the link, audio information, technical details, and materials all in one place. An email works well but it is easy to lose among all the other messages in one’s inbox. A calendar placeholder places the information in a convenient view, and it’s even better if it is set to have a reminder as well.

  Technical Check: Provide attendees with a way to perform a technical test for the system or device they intend to use to join the session. Most platforms have a link to join a test meeting or to do a premeeting diagnostic test, which will check a person’s connection as well as their device. Type the name of your platform followed by the word “test” into an internet search to locate the link to send to all attendees ahead of time. If there is no link to do this, or you want to be more in control of the test, schedule and run a session for all your attendees to join at least a week before the live session is scheduled. (Please see chapter 8 for more details and examples of such a test session.)

  Materials and Prework: Confirm all materials and pre-assignments have been sent to attendees. Have a copy of them available for yourself and make sure all links are accessible and attachments have been received. It is a leading practice to have attendees download materials in advance if they need to use them during the session. Many presenters send materials following a session if they are going to be used as a follow-up resource or reference.

  Reminder Email: Send a reminder email to attendees containing the link, date, time, duration, content, technical information, and any other important information they need to successfully participate in the live online session. Varying opinions exist regarding the best number and cadence of reminder emails. At a minimum, sending one the day before and one the hour before is an effective strategy for providing information in the moment of need.

Going Live

After much learning, practicing, and preparing, everything is in order and the time has come to log in, press the start button, begin the session, and go live with an audience. The participants likely have high expectations. The presenters are bound to be nervous, and if you are leading the production of the session, it is time to take a deep breath and put all your hard work to the test. Let’s review a step-by-step guide of what to expect and the tasks to perform. It ends with a process of how to manage any problem in the moment.

After setting up your own environment for the most effective and comfortable delivery of live online sessions, arrive in your space with water, coffee or tea, and whatever else you need available during the session. Take a deep breath, have one more sip of water, and start your session. The following steps are in a general chronological order, but the specifics will change depending on the details of your session. Use these as guideposts, editing as needed.

1.   Start early. Open the session early so you have time to get everything in place and do a last-minute. Early may mean one hour, 30 minutes, 15 minutes, or five minutes. The amount of time depends on your level of experience, the needs of the presenters, and your personal preferences. A general rule is the larger the audience or the higher the stakes (for example, if executives are watching), then the more time you want to give yourself before attendees begin to arrive. For a regular online team meeting, five minutes is likely enough if you have prepared your agenda in advance. Open early enough to give yourself the time you need to best support the incoming audience and to ensure an on-time start.

2.   Open your own email. If you are also providing support via your own email, have it open and be ready for emails to come in requesting help. You may not be able to manage the live session and the emails at the same time, so it is a good practice to assign email support to another person or team of people, if possible.

3.   Join with second computer as an attendee. As mentioned earlier, locate another computer to join as an attendee so you can view exactly how it looks for those attending your sessions. This will help you provide the most accurate support.

4.   Check the room settings. Confirm all pods, panels, and layouts are enabled or in place. Check that session settings are enabled or disabled for things like attendee privileges, greeting messages, and waiting rooms.

5.   Confirm presentation is working and or loaded. Check all presentation materials are loaded or will share properly.

6.   Check polls. Load the polls in your Revealer-type platform or check to see that they are there and in working order in your Builder-type platform.

7.   Check all other content. Confirm all files, multimedia, and websites that need to be shared are in place and ready to go.

8.   Check breakouts. Check that the breakout rooms are set and have content loaded into them in your Builder-type platform, or confirm files are ready to be loaded when it is time in your Revealer-type platform.

9.   Open the participant registration list or roster and minimize. Have the list of participants and their email addresses nearby and easily accessible. This can be used for tracking, contacting, and keeping notes about specific participants as needed throughout the session.

10. Access the presentation notes, trainer manual, or facilitator guide. A printed copy is an effective way to access the notes, the plan, or the manual for the session you are delivering or supporting. It is refreshing to look away from a computer screen to a printed copy of the plan, though obviously not required if it is not your preference. What matters is having your plan and notes in view and easily accessible.

11. Open participant materials and minimize. In addition to the presentation plan, also have a copy of the participants materials either printed or at least open on your computer and minimized. This will help you support attendee questions throughout.

12. Set the instant messaging program to ready. Get situated on the instant messaging (or texting) program you will be using with your presenter and, if possible, other producers or people who you could call on in the session if you need additional assistance. (See chapter 9 on the advantages to having a team of people available on an instant messaging program.)

13. Get presenters connected. After opening the session, and confirming all materials are in place and ready to go, get your presenters connected. Call or email them if they are not in the session, and once they have connected, help them get comfortable.

14. Test audio and webcams. Once presenters have connected, test their audio connections. Make volume adjustments and practice muting and unmuting. Test their webcams and confirm they look as intended. Ask presenters to prepare in the waiting room, if you’re using this feature, reviewing last-minute notes and getting ready to present. If it is a meeting or a virtual training session, help presenters greet people and start conversations if planned.

15. Get attendees connected to the session. This is the most important part of the long list of production tasks that you have focused on up until this point. Allow the attendees to begin joining the live session and begin supporting their needs. They may need help downloading the application, which is their responsibility to do from their own computers. They may need to contact technical support at your company, or perhaps with the platform company if they are unable to accept the commands needed for the technology to work properly on their computers. Web-based versions of the software are usually available as needed.

16. Get attendees connected to the audio. Audio will be the toughest part to support and will be where you spend most of your time. If a webinar is broadcasting audio and not requiring participants to speak, it will be easier. They just need to adjust their speakers and maintain their internet connections. When participants need to access a teleconference, or to connect their computer audio, you’ll need to be on alert to send messages via chat and help them as needed. They will likely not read the emails that have been sent and will ask for help via the chat the moment they connect.

17. Greet people and provide support. Be ready to provide connection information both verbally and via the chat for the 15 minutes leading up to the start time, and likely the first 15 minutes after the session has started. People will arrive early and late and will keep asking for help on how to connect and for access to any materials.

18. Use a document with preplanned chat messages from which you can copy and paste. Refer to your prepared chat messages document to quickly copy and paste common messages of support into the chat.

19. Start the recording. Begin recording the session just before the start time.

20. Start on time. Officially begin the session at the scheduled start time. Start according to the plans made with your presenters. Some producers begin the session by formally introducing the speakers, as is often the case with webinars. Other producers privately message presenters to let them know it is time to start. Work this process out during the rehearsal.

21. Support the session throughout. Once the session has begun, assist with all activities and plans as outlined. Follow along with presenters, listening in as they speak and helping them manage their presentation, the chat, the polls, the breakouts, and any other plans. Also listen and watch for attendees as they participate.

22. Monitor audio. Listen in on the audio to confirm it is technically working for everyone. Mute and unmute, help people connect and reconnect, and pay close attention to any changes or needs. Be ready to quickly mute all if needed. A quiet line will help everyone focus and allow you to zero in on any other problems.

23. Monitor chat. Watch for questions in the chat. Help the presenters monitor comments, ideas, and concerns. Many presenters will need help watching the chat at the same time they are presenting. Use the raise hand feedback icon or other process to interject, as worked out in your rehearsal.

24. Monitor your instant messaging program. Watch your instant messages in case presenters reach out for help this way. Use it to contact any other producers or support people if you need help.

25. Take notes. Take notes on anything that goes wrong for reference and follow up later. This should include what is happening with the technology, the presenters, the attendees, or the content that will need addressing or editing later.

26. Prepare breakouts. Try to have all attendees assigned to their breakouts about 10 minutes before the scheduled time of the small group activities. Be ahead of the process to allow time for changes and support if necessary.

27. Stay alert. Try to preempt problems by paying close attention to what is happening compared to what was planned. Listen to the presenters and attendees and respond quickly to provide them with the help they need.

28. Take a break. Be ready to run a break if the program has one in the schedule. You can share a countdown timer on your screen such as the one located at EggTimer.com. Stop sharing the timer and get the presenters back on track once the break has ended. Pass the presenter role back to them if needed. Help attendees get situated and ready to return.

29. End the event. Once the session has come to an end, be sure to stop the recording, save all files, and be the last person to exit the session. Refer to the follow-up checklist for additional tasks when closing the session.

Mixed Online and In-Person Audiences

Sometimes trainers, presenters, meeting leaders, and attendees are connected through online meeting technology instead of being present in-person. And other times, you may be online delivering a session where some attendees are also online, but many have gathered in one conference room, like my story in the opening of this chapter. Examples of mixed audiences:

•   Remote attendees: When there are some attendees joining remotely using the virtual platform while the trainer, presenter, or meeting leader is on-site.

•   Remote presenter: When the presenter is speaking from a remote location and typically on a screen that is projected to the attendees who are on-site.

It is challenging to engage an online audience when there is an on-site audience sitting right there, engaging in traditional nonverbal ways. Speakers are used to seeing actual raised hands, making in-person eye contact, and walking around a physical space to gauge an audience’s interest and engagement. When an online audience is added to this arrangement, it is all too easy to forget they are even there because they cannot be seen, and often not even heard. Given this setup, it is even more important to consider the production of such sessions. It is my experience that the following practices are critical to ensure the online audience is also engaged.

Audio

Connect the trainer, presenter, or meeting leader to a high-quality audio connection. It is imperative the speaker can be heard or else those attending online do not need to be there at all. Additionally, those leading the sessions will need to hear from those attending online, so ensure online participants have a way to speak and be heard when they have questions, comments, and reports to share with the group. If the trainer, presenter, or meeting leader is remote, make sure they can be heard clearly by all the attendees on-site, and also make sure the speaker can hear the attendees as well. It is quite challenging to have no feedback from an audience; it is almost impossible to engage the audience if they cannot see or hear them.

Video

Optionally, also connect speakers and attendees to a camera for webcam viewing. If the technology is available, including the connection, it can be quite helpful for both the speaker and the attendees to be able to see one another.

Producer

Designate a person to manage the online audience and to act as the “go-between” for the speaker, the on-site attendees, and those joining remotely. This person not only manages the virtual meeting technology, but also conveys reactions, messages, and questions from the speaker to the audience and vice versa. Avoid making the mistake of thinking that the leader of the session can manage this as well as the on-site audience. Nonverbal communication is powerful, and it dominates a session—before the person leading it even realizes it, an hour will have gone by without a single check in with the online audience having ever occurred. This same person can also assist if it is the speaker who is remote, connecting questions and reactions to the remote speaker at planned intervals.

Activities

Plan for the on-site audience activities to occur as normal and make a specific plan for how those same activities will be executed to the online audience. For example, if on-site people turn to a neighbor to discuss something, assign remote participants to privately chat with another person online. Use breakout rooms for the online audience for longer activities where teams work on assignments, and be sure to call on a designated spokesperson who is properly connected to audio to share the online group’s results. Ask the designated producer to share chat comments from the online audience to ensure they are included throughout the entire session.

Ending a Session and Following Up

I’ve always found it odd when a webinar window just closes as soon as the presenter says, “Thank you for coming.” I prefer to close the window myself rather than looking at a message that says, “The host has ended this session. Goodbye.” A thoughtful and professionally run session will pay attention to the ending process by ensuring everyone is ready to leave. This is also important for capturing any follow-up chat messages or questions that may not have been addressed during the live time together. I’ve had too many producers close a session on me before I have had the chance to take a few screenshots of my own or save some special private chat messages. Also, some of my best conversations have happened with attendees who stayed late hoping to ask an extra question or otherwise catch a few extra minutes with me. Wait until the attendees have exited the session and take the time to properly wrap up and close down a session to avoid these mistakes. Here are a few tips:

  Stop and Save Recording: Before closing the session, locate the recording controls and formally stop and save the recording. This ensures it is on its way to be processed.

  Save Interactions: Save chat messages, Q&A transcripts, polling results, annotated documents, breakout room activities, and anything else that was worked on during the live session as needed. Save these files to the designated content folder with an indication of the date for easy reference and follow-up later.

  Final Remarks: Before formally ending or closing the session, ensure all participants who are still logged in have been responded to or taken care of. Sometimes people stay on with additional questions or inquiries.

  Close Event: Press the close or end meeting option from the designated location in the menu bar. This will often prompt a reminder to save shared files and the recording as a reminder in case you have not already done so.

  Gather Notes: Take time to gather the notes you jotted down during the live session and reflect on them once the session has ended. This would include notes on anything unusual with the technology; any discrepancies, typos, or problems with content; feedback for the presenter; and issues with the attendees. Use these notes for your follow-up reports.

  Report Technical Problems: If technical problems occurred with your platform, it is important to document, and, if possible, take screen shots, of everything that went wrong. The more detail, the better the chance of a resolution. The technical support team will ask for this information when you report the errors. This helps them make improvements to the technology as well as properly support your account needs.

  Obtain Recording: Once the recording is available, listen to it to confirm it is in working order and make any edits as necessary. Determine how the recording will be shared—for example, downloaded or shared via a link—and note the process and information that will need to be shared with attendees.

  Follow-Up Emails: Send follow-up emails as planned: thank you emails to webinar attendees, what’s next to virtual classroom participants, and agenda items to meeting attendees. Send reports to decisions makers, managers, supervisors, and other leaders who need to know about results from the session. Follow up on any technical problems as needed. Be sure to include assignments, next steps, resources, recording access, and other pertinent information related to the session.

Conclusion

Producing a live online session is quite the undertaking, but by focusing on the skills needed to be successful, understanding the different types of platforms and their features, and properly preparing for every detail along the way, effectively managing a live delivery is an exhilarating experience! In the next chapter, we’ll take a look at all the things that could go wrong despite all the plans you have put in place. Sometimes things just do not work, and having insight into what those might be will help you build the confidence needed to continue enjoying producing live online sessions for years to come.

Reflection Questions

What is one change you intend to make to better set up your workspace for virtual session delivery?

There are quite a few details on each checklist for the technology, the content, the presenters, and the attendees. Which ones are new to you? Which ones require your immediate attention?

What steps in going live concern you the most? That section in the chapter is key. I suggest printing that list! Download “Producing a Virtual Session” from my website, KassyConsulting.com.