When you run a physical conference you often have a mix of staff, volunteers, planners, and AV professionals that help make sure everything runs as smoothly as possible.
Even with all of this planning issues come up and you need capable people to react and help out to keep the event flowing.
Running a live event in OpenWater is no different. OpenWater provides staff and trained professionals through our certified OpenWater partner program. These staff members and partners are required to do weekly Zoom training and practice conferences and can be counted on.
This same training is available to your team and to your AV partners who can learn the platform and provide support. directly.
If you are looking to have the minimum cost and are OK with a few issues, we think a 5 concurrent sessions to 1 AV person is sufficient. If you have 30 minute breaks between sessions, that is sufficient time for 1 person to help out so that rooms start on time.
If you are looking for a closest to perfect experience, 1 in-room monitor per concurrent session + 2 people floating / live chat. This will provide a sub 2 minute response time to issues.
Conference Planner (for AV Resources)
The conference planner manages the resources of the conference. This planner might be planning other things in addition to AV resources. For purposes of this document the conference planned ensures the coverage is known for the 3 roles: In-Room Monitor, Floating Monitor and Live Chat Conceirge.
This is a template the planner can use.
When using OpenWater for Live Support, we will cover this document after your gallery is setup.
An in-room monitor works within the session start to finish. They join the session early, ensure all speakers and presenters can do a mic / camera check. If others are sharing their screen they test that out as well and help in-room troubleshooting.
In-Room monitors are often asked to playback pre-recorded videos. Anyone in the in-room monitor role should be on a wired internet connection with a personal hot-spot backup that is at LTE speeds. This person must also have a multi-monitor environment and a graphics card on their computer for highest quality playback.
Prior to the event the in-room monitor should be provided a script and a DropBox / Google Drive folder of content that they should have on their machine to playback.
Here is an example script an In-Room monitor should follow.
OpenWater's recommendation is to have your staff be the in-room monitors and to follow our training. For VIP sessions / plenaries you may wish to utilize our staff or certified partners to help.
Floating Monitors will be watching over the event and help out rooms that have not started on time.
These monitors can Barge into any room at any time with host permissions to help troubleshoot issues.
Floating monitors are suggested to have hard-wired connections but are not required to. Floating monitors help most during the warm-up 15-20 minutes before the meeting starts. Once everyone is comfortable in a meeting room, they will pass the host role along and depart the room.
Floating Monitors have a real-time view of who is in the session. A common workflow is something like:
Live Chat: Help! Professor Johnson can't get into the session
Floating Monitor: Sure thing, here is a direct link [pastes link to get into room directly]
Floating monitor then views live participant list and reports back "All Good" to live chat
Live Chat Concierge (when using OpenWater for Live Support)
When using OpenWater Staff or Certified Partner for live support coverage the floating monitors operate out of a live chat room. These are actually 2 chat rooms:
Live Support for your Organization Staff
We setup a shared Slack channel for our staff and 1-2 key people on your team. Much like walkie-talkies during a live event, this chat is for high priority issues that need immediate attention.
We also use this chat room to communicate when self-checks are complete. It let's everyone know there is coverage during an event.
Live Support for Attendees / Speakers
We also setup a chat widget so that attendees and speakers can request help at anytime. We suggest 30 minute breaks between sessions, this allows speakers to join their rooms early and have the live chat focused on helping speakers.
Once the sessions start we notice an uptick in people who are late and need help finding / accessing their rooms.
When hiring OpenWater we recommend you hire us for 2 resources who can administer live chat and float in to help rooms. One person is focused on prioritizing issues and the other on helping in-room. When there are 2 resources we are able to achieve a 2 minute first response time to issues.