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Escalation tips whilst running your event

This article will go through some escalation tips that you're able to advise your presenters and your audience members!

Overview

If you have a self-service or a monitored license with us, you may want some useful tips that you're able to advise your presenters when helping them connect to the event, or your audience members whilst the event is running. 

We of course have lots of great Best Practice type guides which you'll find within our Running your Event category

Snippets you can send to your audience members 

You may have the occasional audience member who perhaps hits the event page earlier than the start time, or when the event starts, they may not be able to see/hear the event. 

Here are some useful snippets below that you can save and use where you feel is appropriate.


Possible pre-event messages
These could be sent via the Event interactions pod so it pushed out to all who are on the event auditorium page.
  • Thank you for joining us today! The event will be starting soon.

  • Thank you for joining us today! The event is starting now, you should see it within the next few seconds. If not, please try refreshing your browser window.

  • Thank you for joining us today! The event will be starting a few minutes late. You are in the right place!

 
During an event messages - technical support

(Please choose the most appropriate response depending on the audience question) These would be sent via the Attendee Question or the Attendee Chat pod, depending on what you have selected for your event. 

  • Good news - a full replay will be available on-demand in the next few days. An email will be sent out when it’s available to watch. So you'll be able to catch anything you missed or want to re-watch. Please let us know if you need additional assistance!
  • Thanks for joining us today! Everything is broadcasting as expected. Can you please try a refresh of your browser? If you are still having issues it might be bandwidth related or a firewall/browser plug-in blocking the stream from coming through. Try swapping browsers (we recommend Chrome) or connection types (from wired to wireless or wireless to wired), try a mobile device/iPad/etc. as that's a different stream type or - if using a VPN - turn that off.
  • Hi. Thanks for joining us. The session has started, please refresh your browser if you cannot see/hear the event. Don't worry if you've missed anything as the webinar will also be available on-demand within a few days.
  • Can you please ensure you have your speakers turned on and the volume is up? Could you also hover over the media play window and make sure the speaker icon does not have a cross through it? If you’re using headphones, try not using these, to see if this works. If you can also try accessing a video on YouTube or similar and see if your audio works on one of these.
  • Sorry to hear that. If you are unable to see/hear the event, please try another browser or another device - alternatively, an on-demand version of this webinar will be made available in the next few days. Keep an eye on your email inbox for details!

Snippets you can send to your presenters

 
Introduction - interactive

(To be typed into the Presenter Only Chat prior to the event or pre-call. Edit as appropriate to suit your personal tone.)

Message 1: Good morning/afternoon, YOUR NAME here from the COMPANY NAME team, and I'll be the producer/host (delete depending on your user) running your recording session/rehearsal/live event today. I'll be joining the audio at XX:XX GMT (please be clear with the time, so use the 24-hour clock or ensure AM or PM is used, and use the timezone you are comfortable using) so I look forward to speaking to you then!

Message 2: In the meantime, please ensure you have the My connections pod open on your screen. This should automatically connect your webcam and microphone but, if you get a pop-up message asking for permission to access them, please click Yes or Allow.

 
Troubleshooting - interactive

Troubleshooting of any issues:

The presenter may be using an older version of the browser and they may be showing different options - recommend your presenter to update their browser as it does need to be on the latest version.

If your presenter has previously logged into the studio but is now having issues logging in or not seeing the correct options - recommend your presenter to clear their cache and cookies.

If having trouble connecting then go through usual troubleshooting including:

  • checking browser permissions
  • leaving and rejoining My Connections
  • checking input and output audio options in My Connections pod
  • refreshing browser window
  • checking not using a VPN
  • trying an alternative browser, network, or device.

We also have step by step guides on Troubleshooting and Best Practices for you to follow.


At the end of an event - interactive

At the end of today's event, please remain quiet or on mute until I end the broadcast and come back on the audio to confirm we're all clear. This may take up to 30 seconds but this is compensated for the lag between the Studio and the auditorium. Please do not just leave/log off as the audience will see this.

 

Introduction - Slides only

(To be typed into the Presenter Only Chat prior to the event or pre-call. Edit as appropriate to suit your personal tone.)

Message 1: Good morning/afternoon, YOUR NAME here from the COMPANY NAME team, and I'll be the producer/host (delete depending on your user) running your recording session/rehearsal/live event today. I'll be joining the audio at XX:XX GMT (please be clear with the time, so use the 24-hour clock or ensure AM or PM is used, and use the timezone you are comfortable using) so I look forward to speaking to you then!

Message 2: In the meantime, please decide how you'd like to connect your own audio. You can do this via your computer microphone by clicking into the My connections tab within the Media hub and selecting the orange Connect button. Or you can use your telephone and dial in using the details in the top right of your screen. International telephone numbers are available by clicking into the My connections tab and selecting the highlighted link.

During an event - Slides only

(Pick, choose, and edit as required)

  • Confirming the broadcast (all within Presenter only chat pod):

    • Broadcast initializing (just after the countdown has ended)

    • Broadcast starting - audio and visuals coming through to the auditorium as expected

  • Using the Test Event Audio function:

    • The pre-recorded media is now underway. Please double check that you are muted and then click the orange Test Event Audio button located just above the media viewer window.

    • There are XX minutes remaining of pre-recorded media. Please now disable the Test Event Audio function by clicking the same button that you used to enable it - it should read: Stop Event Audio Test now. Once you've clicked it, the audio will stop so please keep an eye on my countdowns in this chat so you know when we'll be going live.

  • Countdown to the end of pre-recorded media:

    • XX minutes to go until we go live for the Q&A section

    • XX minutes remaining until we go live. Please watch for the movement to the Q&A slide and for my GO message in this chat. Then unmute and begin the Q&A.

 
At the end of an event - Slides only

At the end of today's event, please remain quiet or on mute until I come back on the audio to confirm that the broadcast has ended and we are no longer live. Anything said while we are broadcasting will be heard by the audience so it's important to wait until I confirm it is all clear. This may take around 15 seconds.