Conference Call Etiquette - The Do's and Don'ts of Great Conference Calls

As more and more people begin using conferencing as part of the standard way to conduct business---the question is poised, what are the do's and do not's of conducting a conference call?  Yes, I do mean conference call etiquette. We seem to have business etiquette for introductions, making presentations---but for those who are venturing into webinars and demos via web conferencing---how can I ensure a professional call and experience?

Like any meeting the key is to practice and prepare ahead of time.  If you are using a new audio or web service for the first time-make sure to test out your dial-in number and passcode, check your equipment (speaker phone, handset or web cam) and of course make sure that you have all your documents or presentation materials ready (if you are conducting a demo or sharing). 

Here are our first official 5 tips (we will post another 5 tips tomorrow before the holiday weekend).

1. Plan ahead for an efficient and effective meeting. In the conference invitation, inform participants of the purpose, agenda and time limit for your meeting.
2. Forward the Audience Invitation to each individual invited to attend. This will provide them all the information they need to quickly and easily enter you're audio and web conferences.
3. Dial in to your conference 5 to 10 minutes before the start of your meeting to prepare yourself and to prevent your guests from waiting for you on hold.
4. Start the conference with a roll call to confirm attendance and inform all participants of who is on the conference.
5. Advise participants who are not actively speaking to mute their phones in order to eliminate background noise.

Please email or comment to provide your top tips and suggestions for ensuring a professional audio or web conference call.  We will work on assembling this list over the next few weeks and share our top 25 list both on our website and blog.  Please visit www.flyconferencing.com for more information.

Tips for Maximizing Your Conferencing Solution

Audio conferencing solutions can make great fiscal and productivity sense for any size corporation. For those who are operating in the non-profit sector, a solution that can drive maximum collaboration in real-time and at a low cost can be an extremely attractive solution. Here, we’ll provide you with a few tips on what you can to do maximize your conferencing experience.

Tip #1 The Moderator

Ensuring there is a moderator in place during every audio conferencing call is essential to the success of the call. The moderator ensures that everyone who is supposed to be on the call is actually on the call; that the agenda items that need to be covered receive the necessary attention; and that one caller is not able to dominate the conversation when collaboration and teamwork are the main goal.

It is certainly possible to conduct a conference call without a moderator, but call participants often find that a clear focus and a specific goal are very difficult to achieve if there is not a definite leader in the call. The role of the moderator can easily be filled by a normal member of the conference call, as long as this is clearly defined ahead of time.

Tip #2 The Agenda

How often have you been on a phone call that tends to drone on without a clear focus or direction? Conference calls are especially at risk of such haphazard activity and pointless babble if an agenda is not clearly formed and distributed to all conference call participants before the time of the call.

Keep in mind that people who view meetings and conference calls as simply time wasters that detract from their normal work duties tend to take a negative approach to their own participation. If they receive a well constructed agenda ahead of the call time and the agenda is followed during the call, that perception can easily be changed.

Tip #3 The Record Option

While the information on your conference call is important, it may interfere with pre-set appointments or present other scheduling challenges. When this happens, moderators can take advantage of the Record Option. This function allows you to record the call so that all information can be disseminated later by those who were unable to participate in the live call.

Even if all intended participants are able to take part in the conference call, the Record Option serves as a permanent record of the conversation. Whether you need to support a verbal contract, contribute to the resolution of a dispute or merely to recount specific details, recording the call will provide the backup information you need.

Tip #4 The Follow-Up

Finally, follow-up with those individuals who were able to participate in the conference call to gauge their perception of the success of the call. Note their observations and evaluate whether or not you can make changes in the future to improve the conference call experience.

Smart planning for training through web conferencing

A recent article by Darlene Christopher, written for the American Society of Training and Development* and featured on her blog, discusses the PREP model for delivering training through web conferencing. The approach helps ensure a smoother, more successful delivery through good planning and preparation.

Ms. Christopher defines PREP as Planning, Rehearsal, Execution and Post Mortem. This last step, for the uninitiated, means that you review what you did to determine its effectiveness. The approach helps a company transition from traditional live instructor-led classroom training to training via web conferencing. The cost savings have resulted in a steep increase in the number of companies employing this method.

The essay points out that the folks in your company’s training department, or those tasked with training, need to avoid the temptation to simply convert their training slides to a web conferencing tool. There is a certain amount of preparation, beyond this simple approach, that will increase the effectiveness and success of the web conference training session.

The components of the PREP approach

The author suggests that trainers begin by becoming intimately familiar with their web conferencing platform. She proposes that having a thorough knowledge of the technology will allow the presenter to focus solely on the presentation and not the features of their conferencing platform.

Next, she covers logistics. If the web conference-based training is going out to participants in other time zones, or even other countries, the trainer should be aware of the time of day at each location. In the case of participants who span several countries, she suggests that the trainer consider holidays or days that participants may be away from work.

Logistical considerations extend to how your participants will receive the audio transmission. Will participants require headphones? Ms Christopher suggests that you test the audio equipment and the bandwidth capabilities at each location first.

Content should be kept succinct and engaging and opportunities for interaction should be inserted to keep the audience alert and connected. A script should be prepared for the facilitator and should include a timeline for each slide used during the training exercise. Delegate the primary roles for the training session including the facilitator, the subject matter expert and the producer.

Get it right before the actual session

The next step in the process is to get all key members of the facilitator team together and rehearse. This helps coordinate the roles of each member and provides for a smoother delivery. After rehearsing, the author has several suggestions for the actual execution of the event. She states that the facilitation team wants to log in a half hour early. Be punctual with your start and end times.

Displaying the dial-in number and audio information on the participant’s screen aids them with this key information. Provide instructions to participants about how they can interact during the training session and have an additional computer near you, logged in as a participant, so you can share their experience.

Ms. Christopher urges facilitators to do a post-mortem or a review of how the training session went. This involves feedback from both the participants and the facilitators. Participants can complete an online evaluation at the completion of the training exercise. Feedback from both groups aids in adjusting and tweaking the training to make instant improvements.

*PREP for Web Conferencing Success by Darlene Christopher. http://www.astd.org/lc/2009/1009_christopher.html

Web Conferencing Etiquette.

While etiquette may be struggling to regain its once prominent place in a society now inhabited by five generations and exploding morays, online manners are still in their infancy. Just understanding the new acronyms can be a challenge. You may know that LOL means lots of laughs or laugh out loud but what does QT or HOAS mean? (Answers at the end.)

While a lapse in social etiquette may only cause some confusion, a business on line etiquette snafu can cost money.

If you're one of the many companies taking advantage of the convenient web conferencing services on the web, you know they're good for business. They bring you and your customers together, save on travel costs and can even increase sales.

So, if you want to avoid any snarky situations that can cause a less than favorable opinion of you and your business, consider these five pointers.

• Stay in the moment- Most of us think we're born listeners just because our ears work. That's like saying you are a born pianist because your family had a piano in the house. - Linda Eve Diamond

It's no wonder listening is hard when we speak at 125 to 250 words per minute but think at 1000 to 3000 words per minute. And in a web or audio conference, we think we can multitask because no one sees us.

Refrain from taking calls, answering emails or speaking with someone else during a web conference. Remember, you're in a meeting.

Stay in the moment with all of the participants, all of the time. The simple fact you can't see everyone means you'll lose up to 55 percent of the total meaning (8 percent is the spoken word and 38 percent the tone). So, you have to remain alert.

Listen. The simple, quiet act of listening will make you uniquely valued in the world.  - Linda Eve Diamond 

• Ask specific questions- For example, refrain from asking, "Does anyone have a question?" You might say, "What are your thoughts on xxx?" or Please give me your comments about xxx.
• Engage your audience- As a speaker, it's tougher holding a remote audience. (It's hard enough when they're in front of you!). So, if you have visuals, intersperse relevant cartoons, quotes, pictures or videos with your presentation. Your audience will thank you for it.
• Sync audio and visual- You want to avoid being in a situation where you're discussing a new offering but the visual is showing your company mission statement.

 Make sure that any visuals match the topic being discussed.

• Reassure- While web conferences are becoming more commonplace, and you've sent invitations with all of the pertinent information, still do the following:
• State which meeting everyone is in
• Let the participants know how to connect
• Let them know how to reconnect
• Let them know the expected length of the session
• Review the objective of the meeting

If you can master these five web conferencing rules, you'll get the most from this cost effective and efficient feature.

 BTW (by the way), QT means (cutie) and HOAS means (hold on a second).

Web Conferencing is Definitely Worth the Effort

When Web conferencing first emerged on the scene as a communication option to bridge the geographic boundaries companies were facing, the technology was less than optimal. Connections were somewhat slow, communications were choppy and the ability to get a clear picture of the other party and important key elements to the conference was practically non-existent. These challenges certainly kept many from even attempting to implement this process internally.

Fast forward to today and the technology options available in Web conferencing make the experience almost as good as being in the same room. High speed connections, high definition video and digital audio all create a virtual experience that can also incorporate shared documents and applications to keep everyone on the same page. Despite these technological advances, however, some companies are still hesitant to implement this communication option.

The Benefits Examined

Whether it is a fear of the unknown or worry over the security of such communications, let's take a look at the benefits that Web conferencing can provide.
•    Support - when a key player on your team is located in another city, state or country, you need to be able to collaborate on a consistent basis. Web conferencing provides the perfect portal so you can get - and give - the necessary support to keep your projects moving forward.

•    Experience - when a project is on the table that can make or break your fiscal year, do you really want the weight of the entire thing solely on you? Web conferencing allows you to draw from your more experienced colleagues and bring them into the process.

•    Safety in Numbers - some can always produce a better outcome than one. When you incorporate Web conferencing into the process, you can draw on ideas and opinions of others to produce a better overall result.

•    Learning - it is always more productive to learn by talking and interacting with others than it is by simply reading on your own.

•    Contact - regular contact with other members of your team is so important for optimal performance in any situation. When you take advantage of the technologies available to you, the outcome is better for all involved.

In an ideal environment, you have the optimal time to spend on projects or other initiatives that drive revenue for the company and move business initiatives forward. If collaboration with offsite team members is necessary and beneficial, Web conferencing allows you to have that access without spending wasted hours traveling. At the same time, you can schedule these conferences according to everyone's calendar to derive the most benefit. Streamlined communication really can drive results; take advantage of the technology to make it happen.

Quick Start Web Conferencing

When you have settled on your web conferencing provider, take a minute to look at the provider’s free tutorial to familiarize yourself with all of the provider’s features. Some providers will even call you to walk you through your first conference and be sure you understand the system.

Ease of Use

In the tutorial, you will see just how easy web conferencing can be. The internet has accelerated the development of communications to the point where the speed will amaze you. These fast communications allow programs to run over the internet instead of on your PC, making communicating even easier. Nothing to download. Nothing to update.

Customer Service

You will also learn about the customer service your provider offers. 24/7 help gives you the confidence to go ahead with your first web conference because you know there is always someone there to help. Even very computer savvy individuals sometimes have difficulty learning a new system, so having someone available is important.

Flexibility

Finally, you will learn how flexible and simple web conferencing is with reservationless conferences. You can meet with anyone, anywhere, anytime for as long as you wish. You can place calls to others and route them into the web conference whenever you need to, making it easy to call in someone for a quick question in the middle of a meeting.

Your tutorial will show you everything you need to know and get you up and on your first web conference in just a few short minutes.

Webinar or Web Conference for Employee Training?

Web conferencing provides an interactive meeting via the web between multiple attendees. These attendees can be in the same building at different desktops, or anywhere across the globe. Web conferencing provides features that make it easy for attendees to interact, share data and even share desktops.

During a web conference, attendees will share information, make plans and suggestion, put forth arguments, brainstorm solutions and finally reach a decision. Web conferences have a motive and a purpose of accomplishment for those attending.

Web seminars, or webinars, are very similar to web conferences but they have less interaction between attendees and often have more attendees than a web conference. A web conferencing provider can host web conferences and webinars affordably and effectively. Both are excellent tools for training within your organization.

Which platform you choose will depend primarily upon the level of expertise of the class attendees. When training new employees, web conferencing is more effective because it allows for more feedback and questions from the audience. Desktop sharing makes it easy to show new employees how to accomplish specific tasks in real time and it gives them an opportunity to try it out themselves with an instructor standing by in real time.

Webinars are better for more seasoned employees who can attend the webinar or watch it later when they have time. This type of webinar often covers subtle changes in workflows or other topics with which the employee is already familiar.

Web Conferencing Tips: The Fly Top Seven

Web conferencing is an effective tool for companies wishing to cut out distance as a factor in doing business successfully. To get the most out of web conferencing, follow this useful list of the seven top tips for web conferencing.

Practice

When you sign up for web conferencing, take a minute to host a meeting with a single colleague to become familiar with the interface. Take a minute to try out different features to be sure you can easily access them during your first important web conference.

Desktop Sharing

To eliminate distractions during a web conference, turn off any alerts that will pop up on your desktop during the meeting. This can include instant messaging, schedule notifications and other reminders. Turn off desktop wallpaper so that background is neutral and adjust resolution close to 1024x768. Have a folder ready with all the documents you plan to share during the web conference.

Get There Early

Show your professionalism and tact by arriving about 15 minutes before the meeting. Be ready and waiting to meet and greet as others arrive. Introduce new attendees as they log on. Start the meeting on time and keep the conversation within the established time frame.

Use an Agenda

Email an agenda to attendees before the meeting and refer to it during the meeting to keep the conversation directed at your intended objectives. Explain the roles of key presenters in the meeting as well.

Introduce the Interface

As you begin the meeting, take a moment to explain the interface to attendees, such as instant messaging and white boards. Be sure to show them how to join and exit audio and ask those not presenting to turn audio off until the question and answer session.

Keep it Lively

Interact with your audience by using open-ended questions like, “What are your thoughts on this?” or “What suggestions do you have for this problem?” Encourage attendees to share ideas and schedule a few minutes for discussion between major topics.

Recording Meetings

So that you can repurpose and reuse the event, record the meeting and save it for future use. Meetings can be used for employee training, marketing and webinars.

For more information, visit Fly Conferencing - your web conferencing and conference calling services provider.

The Top 5 Web Conferencing Mistakes

It may be hard to believe, but some businesses out there still have not tried web conferencing. If you are using web conferencing for the first time, here are some helpful tips to help you avoid common mistakes.

Know the User Interface

For the sake of your professional image, you should run a practice meeting to understand the user interface. While simple to use, it is best to know where to access the features and functions so that you do not delay meetings while you search for the controls. A quick five-minute meeting with a colleague should be enough to have you up to speed.

Guide Participants

Do not assume the participants know how to use the interface. Meeting attendees will appreciate you taking the time to review the interface with them before beginning the meeting. Take five minutes at the opening of the meeting to go over features and functions and answer any questions participants may have.

Recording

Do not forget to use the recording feature for your meeting. Recording is a great way to keep things on track and repurpose the meeting when you are done. Let attendees know you are recording and you will realize a polite, professional and well-maintained meeting that can be used for training or marketing purposes later. Be sure you know how to record the meeting before you begin.

Joining Audio

Show attendees how to mute their audio and how to turn it back on. Do not assume they know how to turn it on and off. By going over the controls at the beginning of the meeting, you minimize problems with background noise from lines that have not been muted. Ask attendees who are not presenting to mute their audio, but ask them to turn it back on for a question and answer session. Be sure they know how to use the feature before the meeting begins so all runs smoothly.

Avoid Desktop Distractions

Do not leave unnecessary applications open on your desktop. Be sure you close them before your presentation. Notifications, pop-ups and other distractions can interrupt your presentation or otherwise distract attendees from your message. Close extraneous program and keep documents you wish to share in a single folder on your desktop so they are easy to access.

Web Conferencing Dos and Dont's

Web conferencing has many advantages, but it also has many pitfalls. Just like in-person meetings, there are some rules of etiquette that must be followed and other behaviors to avoid.

What you Should Do

Be sure to prepare your presentation well in advance of the conference time. This allows you to take the time to edit out any errors and ensure all the information necessary is included. Email necessary materials to attendees or post them online where they can be accessed easily before the presentation. Give attendees a day or two to read and absorb the material before the conference.

Being late to a web conference is just as embarrassing and unprofessional as showing up late to a face-to-face meeting. Show the attendees that they matter to you by arriving a few minutes early. You should already be on the line when attendees begin calling in.

Just as you would not want to hold an office meeting in a noisy cafeteria, avoid holding a web conference in your noisy living room. Be sure you have a separate room in your home where background noise is at a minimum.

What Not to Do

Try not to squirm around in your chair during the meeting, especially if it is made of leather. Your agitation and restlessness will be heard by others and may be distracting. Be still and keep a calm demeanor throughout the presentation, setting the tone for everyone else.

You would never go to a meeting chewing gum or eating, so don't do it in a web conference. While a glass of water is fine for keeping your throat moist, do not pop open soda cans or let yourself be heard snapping gum.

Avoid the temptation to make attendees "hold" during a meeting. Be well prepared in advance and there will be no reason to disrupt the conversation. By avoiding the use of hold, you are making the web conference as close to an in-office meeting as possible.

While web conferencing offers great benefits for long distance meetings, it is important to follow the rules of etiquette. By doing so, you take best advantage of this time and money saving technology.