10

Administration and Logistics

In This Chapter

The web conferencing site, the settings, and the software

Understanding your account and your login

Stored content, reporting options, and mobile device downloads

It is unusual to have this happen in the same week, but I am not exaggerating when I say that on a Monday I was invited to a session where we were all attendees and on a Thursday I presented a webinar where all 250 of us were presenters. The “all attendees” session was a rehearsal with a client, and when the facilitator went to practice the breakout and there was no option, he realized he had joined the session as an attendee. He’d used the same link he sent for us to join, without signing into the administrative side of his account so he could host the session. He did not have access to lead the session, so he logged out and came back in as host, but even that did not fix the entire situation. He had not enabled the breakout feature from his site, so we still did not have breakouts. He had to enable the breakouts in his profile settings, end the session we were all in, create a new one, and get us all reconnected in the correct meeting, with the correct logins and settings.

And then on the Thursday of that week, I was invited to be a presenter at a webinar where all 250 people were sent the presenter link, just like me. All of them had control. They could all mute each other and they kept unmuting and muting throughout the hour, not realizing they were affecting everyone. They kept taking control from me and stopping my screen share. They even removed me from the session once. I had to reconnect and reshare five times, but I survived, presenting despite these problems. The people who scheduled this session and the all-attendee rehearsal learned a tough lesson about the administrative side of producing a live online session: Know your options, learn the details.

To wrap up this book, let’s turn to the less heralded aspects of producing virtual instructor-led training, online meetings, and webinars: administration and logistics. Previous chapters introduced you to the capabilities you need to produce a smooth virtual session, the features you need to know and how to troubleshoot them, and then the preparation and design elements to consider when planning how the session will go. You’re nearly ready to play your part turning passive attendees into active participants. But before you start your next live online session with an expectant audience, you should be aware of a few additional administrative, communications, and logistical features critical to production as well as the follow-up tracking and reporting tasks to complete the process of your sessions.

Whether your platform is a builder or revealer type, it is still necessary to have a designated session leader–level login to schedule and set up online sessions. The most common term used by the online meeting platforms is “host,” so for the remainder of this chapter, that’s what I’ll use. Regardless of the name, this level of login must have the correct credentials to sign in, schedule, and lead live online meetings, trainings, and webinars. Builder platform types tend to have more space for storing and sharing content than revealer platform types, but they both have many options for the setup, preparation, and follow-up of your online sessions.

Getting Started

The ACT learning process (access, click, and team up) introduced in chapter 3 will be helpful when learning the administrative options available in your platform. At a high level there are seven steps to understand and follow to properly manage the administrative side of your account. The first step is understanding how your site is accessed, whether from the platform’s website, through your learning management system, or via another way specifically designed and managed by your organization. Determining your specific login and ensuring it has the correct credentials comes next. Third is managing your profile, uploading a picture or logo if possible, and setting such details as passwords, an email address, a time zone, and perhaps a phone number.

Once the login is set up, it becomes important to locate where to schedule, edit, delete, and start your live online sessions. Given the importance of audio connections for online sessions, it is critical to understand how the audio is connected and expected to run once the session is live with an audience. The last two steps are regarding the audience: how they are invited and managed, and if the features and content intended for use during the live session should be prepared in advance or managed afterward (like recordings and attendance tracking).

Here is a breakdown of the seven steps:

1.   Access the site and its settings.

2.   Log in with the proper credentials.

3.   Set up or manage your profile.

4.   Locate where to schedule, edit, delete, and start your live online sessions.

5.   Determine whether audio is included or integrated through a third-party provider, and if it is computer audio, teleconference, or both.

6.   Determine where and how attendees’ invitations and, if applicable, accounts are located.

7.   Identify additional capabilities like content, polling and testing, virtual labs, recordings, and reporting.

The details and guidelines here have less to do with the content a speaker will be sharing once a meeting, webinar, or live online training is live with an audience, and more to do with all that goes on behind the scenes. This is not to minimize what happens in front of that audience, but rather to call attention to the importance of learning each of these details so that the live delivery goes as planned. It is often the case that all the focus is placed upon the presentation or the delivery of the session itself, thus missing important setup details that can make or break an online session. These administrative and logistical details are yet another important set of production tasks necessary for the successful execution of an engaging and effective live online session.

Table 10-1 offers a quick reference for learning the administrative settings and features of your platform for your practical understanding. Please consult the help files and formal documentation of your platform and learning management system for an official definition of each. Last, you can refer to chapter 4 on the virtual platform roles and in-session features for a detailed breakdown of the features used to interact and engage with an audience.

The Site, Settings, and Software

As stated in the introduction of this book, web conferencing software allows people to deliver and participate in meetings, training, and other types of presentations using an internet connection. Software is needed in some form to interact and share content with attendees. The site is where the software can be downloaded or accessed.

The first order of business is to locate the site from which the platform is running: Zoom.us, YourCompanyName.webex.com, or YourCompanyName.adobeconnect.com are examples of what the URL might look like. The site URL and the way it is accessed depends on your organization and how they have decided to use the services. Web conferencing service providers usually offer the software as a time-limited free trial, a limited-feature free version that is not time limited, and various options for paid services that include more features and benefits like company branding and system integrations.

Access your site using the proper URL to best understand the full set of features and options available to you when setting up and managing your live online sessions. Note that some sites may be accessed internally through your company’s intranet, a designated portal, an integrated email program, or other internal systems. This is usually the case for not only ease of use with single sign-on functionality in an organization, but also to manage an organization’s security protocols.

Most web conferencing software is downloaded to your computer via an internet connection. A full download of the software is typically required to have access to all features and functionality of the platform. This is normally the preferred option for those hosting and presenting sessions as they likely want full access to all the capabilities to create an engaging and effective delivery of their content.

However, attendees may not be permitted to download software on their computers without privileges or security controls that allow this to happen. Therefore, most of the web conferencing providers also offer a web client version of their platform. This version does not require attendees to download anything to participate in a live online session, but it also offers fewer features available for their use. If a feature is not working or seemingly missing from your options, check to see if you are using the web client version of the software. (Remember this too if a participant presents this problem to you.) It is likely the reason unless that feature has been disabled from your site’s settings or in the specific session you are running.

A site administrator—or the person who has the primary control of the web conferencing account—has the highest level of access and will determine how the site operates and other settings that will be available for users to access when running online sessions. For example, a site administrator can not only approve user accounts, but also determine such settings as whether passwords are required or optional when scheduling sessions. They also have access to reports providing data on how the site is being used by all of its users. Determine who the site administrator is for your organization, so you know who to go to in case you have questions about how the site operates or requests for changes or additional privileges.

The site administrator can also explain exactly how the web conferencing software and platform are working within your specific environment. It is not uncommon for a company to choose to customize how the web conferencing platforms work within their environment, so do not be alarmed if the standard help files or articles posted on the internet do not apply to your site. Check with your site administrator for your specific set of circumstances, privileges, and overall settings.

The Login and Your Account Profile

Beyond the site administrator, other roles variously include hosts, organizers, presenter, panelists, and attendees to name a few (these roles were detailed further in chapter 4.)

A login and password are normally required to access the web conferencing site. This login, sometimes referred to as a user ID or an account, will determine the level of access and control available to use the platform, such as to schedule and set up live online sessions. Typically, a login is unique and connected to the individual’s or team’s email address.

Host-level access will allow a person to set up and schedule sessions, determine who and how to invite attendees, and manage content connected to it, recordings, reports, and other settings. Presenters may or may not need designated logins, depending on the platform, but they may be sent special presenter invitations with links that promote them to their presenter status upon joining the session.

A login may or may not be required of attendees. It depends on the platform you are using, but some like Adobe Connect allow hosts to designate an attendee account for people who are participating in sessions. This would allow users to see things such as a calendar of all sessions they are registered for or invited to and can immediately join each. Even if these sites do not require attendees to have accounts, make note of this option to see if it would be helpful for you to use. If your company uses a learning management system or other type of learning portal, this may not be necessary as that type of information is likely being managed from that system instead.

If you are given a login to your company’s web conferencing site, look for a place to click on your profile and confirm the settings are correct and to your liking. It may be a link that simply says “Profile” or “My Profile,” but regardless it will be a place for you to enter such details as your name, email address, password, phone number, time zone, and language preferences. Including your phone number in your profile will be useful if using an integrated teleconferencing program for the audio portion of your sessions. The number listed in the profile typically auto-populates when opening the session, saving you the time of having to manually enter it. This will also likely be where additional integrations with third-party services or applications such as email and calendar programs will be located. Most profiles also permit users to upload a picture that will display in the participants panel of the live session when that person is not using their webcam. Some users may choose to share a login at their organization, in which case these profile settings may be a team name and logo rather than a person’s name and picture.

After receiving your login to a site and setting up your personal profile, be sure to click on any other setting options available. In Zoom, for example, nonverbal feedback, polling, and file transfer are just a few of the options that must be enabled on each user’s profile settings. The features are there, but not all of them are turned on by default for all users. The site administrator often determines first what is available, and then each user may go in and change settings and options for themselves, so they have choices when running their own meetings, training sessions, and webinars.

Session Scheduling, Email Integration, and Audio Types

The host or organizer schedules and sets up new live online sessions. The details like a topic, date, time, duration, and audio information are all determined when scheduling the sessions. A login to the site is required in order to set up and schedule sessions, but that doesn’t mean you can only do so using a web browser. A downloaded version of the application can often be used, and in some cases, sessions can be set up directly from an integrated email or calendar application. However, note that these desktop applications or email or calendar integrations may have fewer features available for setting up your sessions. For example, with Webex, the meeting product is generally integrated with the email program, rather than the training product. So, to schedule a session that will use Webex Training Center, you need to access the site directly instead of using your calendar.

At the time you are scheduling your live online sessions, you will usually see options for sending invitations to attendees and presenters. These invitations will include the link to join, the topic, date, time, duration, password, and sometimes links to test the systems in advance. If the email invitation does not include details like a test meeting or other information you would like, then consider sending yourself a copy of the invitation that you can customize and forward using your own email program and processes.

Requesting that attendees register for your session is also usually an option. Registration invitations will include information about the session and a link to register to let you know they intend to join. Webinars often use this feature as they usually invite large numbers of people to the session expecting that only a fraction of them will be able to attend.

Also included when scheduling sessions is the date, time, and optional recurrence of the sessions. Some platforms have detailed settings for creating sessions that will allow for reoccurring single sessions, multiple session seminars, and even irregularly occurring dates and times.

Some sites even allow for pre-session management of breakout room assignments, polls, tests, labs, and other shared content as well as session materials and handouts. Check with your specific site to see if these options are available, and then determine if they are necessary depending on what systems are in place for the scheduling and marketing of your live online sessions.

When scheduling sessions, determine the type of audio that will be used during the live session. (The details for how audio functions once a session is live are in chapter 4.) Your platform may have audio that is integrated, or it may not have that option at all. If it is integrated, at the time a host is setting up the session, they will likely have a field where they can decide if teleconference, computer audio, or both will be available to participants once they join the session. If audio is not integrated with the platform you are using, you will need to determine how participants will be hearing and speaking in the live online session you are hosting. A separate teleconference line may need to be set up and run at the time of the live session, and if it is not integrated, participants will not see any buttons or windows to click on to connect to the audio. However, this has become increasingly rare in the past few years as most web conferencing providers now have integrated options for audio.

The integrated options for these choices are first set by the site administrator, and then chosen by each host individually as they schedule the sessions. Some platforms and sites, like Adobe Connect, require host accounts to connect audio profiles in the audio section of their login. Third-party teleconference providers supply the dial-in numbers for the online sessions, and each host needs to add their specific teleconference credentials to their profile so the sessions they schedule will have the correct teleconference information attached to them. Again, check with your platform for specific details on setting up and connecting the teleconference and computer audio options for your live online sessions.

Polls, Tests, and Other Content Options

Creating polls, setting up tests, and accessing other prepared materials are other options often available on the web conferencing platform site. These features, if they are available, help make the preparation and planning of a live online session more efficient. Most platforms, at least those that support a polling or testing feature, have a location where you can create the questions and answers in advance and then connect them to the session. Some platforms even allow for sharing of such files, allowing multiple hosts of the site to use the same polls repeatedly as needed. This is an incredible time saver for an instructional design team, allowing them to create all the polls and tests and place them in a library of sorts, so they can be attached to sessions when they are run live with each new cohort or group of attendees. An example of one such poll would be a standardized feedback survey; an example of a test would be one connected to a compliance training that is run on a regular schedule for different groups of people. In such cases, hosts will not need to recreate the survey or the test each time. Webex Training Center has this feature, as does Adobe Connect, so check your account to see what options exist for your login.

Another option on a site, especially if it is a builder platform type, is an area for content like PowerPoint presentations and other files to be shared across users. This useful feature allows you to upload an entire course curriculum, and then connect to or pull it into live sessions as needed. Adobe Connect has an entire content section that many organizations use for this reason. It enables hosts to quickly access shared materials for meetings, training sessions, and webinars. Not all sites have this feature, so again, check to see what is included with yours.

Reports for Tracking Usage and Other Data

Another important feature available in most web conferencing software platforms is reporting. Site administrators typically need access to usage reports for a variety of reasons, ranging from data on the number of meetings being conducted, attendance to sessions, recording access and space usage, and the numbers of hosts using their accounts. Most platforms enable site administrators to collect data across the entire site for all users, and for individual hosts to access reports on usage from their own accounts.

The most common repots used by hosts are on attendance, allowing them to see who attended and often for how long they remained in the session. Webinar hosts use registration reports to collect user information and know exactly who is attending the webinar. The attendance reports can be compared against registration reports to analyze data on how many sign up versus how many attend. Recording reports help hosts understand whether there is value in providing recorded access to sessions. Some systems have reports on polling and testing data, allowing hosts to analyze and share that data as it pertains to the organization’s needs and session details.

Access to such reporting data allows a better understanding of the investment made in the web conferencing service.

Mobile Application Versions

Attending an online meeting or webinar from a mobile device is not only convenient but also an increasingly common way to participate. Almost every web conferencing software provider today has a mobile version available for attendees who want to access their sessions from a phone, tablet, or other mobile device. The mobile versions of the software are usually available from the application store connected to the specific mobile device in use. Attendees must download the mobile application before they can participate in their live online session.

The mobile applications are similar to the web client versions of the software in that they often do not have the full set of features and functionality available, but do permit attendees to have a successful experience seeing and hearing the information being shared in the session. As a result, the mobile version of the web conferencing software (at the time of this writing) is typically not advanced enough for session leaders, but things continue to change each day in our world of technology, so keep an eye out for new advancements.

Conclusion

Expert Production Masters, that is what you have become. Having focused on what it takes to learn the web conferencing and live online training and meeting platforms, you are ready to take on the exciting adventure of producing engaging live online sessions. There are, as you now know, two main types of platforms—Builders and Revealers—and many feature options within each of them. When working on your own meetings, webinars, and training sessions, or helping others make the most of theirs, your skills will not only be sought out but coveted by many!

Besides knowing what the technology can do, you also know how to best support it should things go wrong, like a poll not launching, or creating alternative solutions if the breakouts are not working. Beyond knowing the details of how to provide support during these sessions, you also know the importance of the design and planning of sessions so producers, presenters, trainers, meeting leaders, and participants are all set up for success.

All the technical knowledge and skill is only as good as your ability to communicate it to others and your attention to those people skills will be what separates you from others who have been called upon to support a session. Further, developing partnerships and great working relationships with others who are delivering and supporting live online sessions will sharpen your skills and strengthen your network. I wish you great success with your virtual training, meeting, and webinar production. See you online!

Reflection Questions

What is the URL for your site and what is your login?

What are the audio choices for your account?

What options does your platform offer for mobile device access? How do you download these and what differences do you notice with the interface?