Tips for Successful Videoconferencing

Preface

MOREnet's Video Services Group is here to create, sustain and scale videoconference services that allow our partners to build their programs and be successful at what they do throughout the State of Missouri and beyond. Delivering transport and related services in a timely fashion that improves our clients' environment is what we do.

The most powerful thing that good service does is support people in their search for success.

Support

Equipment does not run itself. Even the most user-friendly equipment takes training. An investment in people must be made for technology to work.

People need someone who is knowledgeable and can help them immediately. Participants contract for scheduled events and "we" agree to provide reliable services in a timely fashion. "Timely" is a relative term in videoconferencing - you have ten minutes and mostly less to fix a problem that is interfering with an event before people walk.

Really help people who contact you. They will come back less frequently if you do.

Manage the different stages of your customer relationships - it takes time to bring a new customer in and work with them until they enjoy being self-maintainers. Recognize that and be aware of their differing needs as they progress.

Do what you can to build trust. After taking away the information you provide people - it's what is left.

General

People need time to practice before they are required to perform.

Presenters will need someone in the room with them the first few times. Let people have success the first time they try the new technology and move them along a gradient, if you can.

Maintain a list of phone numbers, fax numbers, and site contacts presenters and site facilitators need to know.

Design for a solution - not for specific hardware or software. A solution will last longer than software and is a better investment.

Administration

Someone needs to be "in charge."

There is always an interface between politics and technology required to be effective. Isolate which one you are - politics, technology, or interface.

Plan, inform, evaluate, plan again.

Testing

Think ahead: Define the test. Specify the Parameters. Set up the constraints. Define your desired outcomes.

Can you duplicate the results?

Troubleshooting

Eliminate the variables in any situation you are trying to fix.

Know your environment.

Daily Tasks

Take some time every day to organize what you are going to do. Stick to your plan.

Keep a record of the things you accomplish on a day to day basis.

If it's important - keep a record of it - even for the phone conversations you have. A file for the month to month record is useful. Then you can cut and paste the months together and you have an annual record.

Breaking a task into its component parts is a good tool to use.

Communication

Let people know what you want them to do in the clearest language you can manage.

Listen carefully to what they say back. Many times these are the things you are responsible for making happen.

Schedule Contingency

Plan time for when things don't work. Then you will not be overtaken by events outside your control.

Do it right the first time. You will have to steal time from something else to do it over.