Teaching Non-Profits How to Use Webinars Effectively

March 4, 2012

Tomorrow is an exciting day for me. I start teaching another “Build Your Own Webinar” course. This will be the third time I am teaching the program and I’m pretty excited. In the past, we’ve had participants from literacy and other non-profit organizations who run educational programs, as well as entrepreneurs, and people working in small to medium-size businesses.

The course basically teaches people how to build a webinar step-by-step, taking it from concept to delivery. The idea is that by the end of the program, participants have a webinar that is ready to go live.

Here is the course outline:

View this document on Scribd

Here’s what some participants of the webinar programs have said:

“I have nothing but gratitude and thanks for such a well planned and meaningful learning experience. This webinar was pivotal to a new career direction for me.” – Pat Minor, Canadian Parents for French, High River, Alberta, Canada

“Sarah is definitely an expert in her field. The breadth and depth of her information is excellent and she is very willing to share her time and expertise. I have attended several of her webinars. I highly recommend any webinar that she’s presenting in.” – Jeff Hough, Idaho State University, ISU Workforce Training, Pocatello, ID, USA

“Sarah is hugely knowledgeable in e-learning design to ensure that the audience is kept engaged. She also has a keen sense of what works and a broad knowledge of what tools are out there in the marketplace. I’d recommend this webinar to anyone contemplating developing their own programs!” – Peter Temple, Past President, Canadian Association of Professional Speakers, Calgary Chapter, Calgary, Alberta, Canada

“Great practical information for anyone who is looking at venturing into the world of webinar production. Sarah provided practical information and questions to ask when you are looking for a provider that will meet your needs.” – Laura Godfrey, LearningLinks Resource Centre, Calgary, Alberta, Canada

I am excited to meet the participants who will be joining us for this new course. Love working with adult learners who are dedicated to lifelong learning, professional development and using technology to advance the good work they do.

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Update – January 2018 – This blog has had over 1.8 million views thanks to readers like you. If you enjoyed this post, please “like” it or share it on social media. Thanks!

Sarah Elaine Eaton is a faculty member in the Werklund School of Education, University of Calgary, Canada.


Managing Social Media Disasters: What to do when employees go off the digital deep end

February 29, 2012

Sarah Elaine Eaton, speaker, presenter, keynote, technology, social media, Calgary, Canada, educator, education, professional developmentSocial media can be an organization’s worst nightmare. What do you do when employees badmouth their boss on Facebook? Or Tweet sensitive company information? These are complex situations with no easy answers. But there are practical strategies you can use to mitigate the effects of employee’s inappropriate behaviour on social networks and more importantly, prevent disasters before they happen.

It only takes one person to create a social media disaster for an organization. When that happens, the situation becomes complex and messy very quickly. You will leave this session with practical ideas that you can implement to control social media damage and prevent your employees from going off the digital deep end. Here are 10 tips to help:

Preventing a social media disaster

#1 – Develop an organizational social media policy

Putting together a social media policy for your organization is a critical first step in ensuring that people understand what is expected of them and why.

#2 – Provide training to your employees and managers

Policies mean nothing if people do not understand how to follow them and why they are important. Offer organizational lunch and learns, webinars and other short, quick training for your employees.

Social media training should not be one-way. It should not involve a trainer standing at the front of the room delivering content or telling employees what the social media rules are as part of compliance training. The most effective social media training involves conversations, dialogue and the participants exchanging ideas and input.

#3 – Establish disciplinary protocols before you need to use them

Most large organizations have standards and disciplinary procedures in place for workplace behavior. In an ideal world, discipline is unnecessary. But let’s face it, sometimes, people do stupid things. Take for example, the Domino’s Pizza employees who thought it would be funny to put snot-covered cheese on the sandwiches they were preparing. Not only did they sell the snotty food to customers, they video-taped their antics and posted their video to YouTube.

In that case, the employees were fired and charged by the local police with delivering prohibited foods to the public. What would you do if this happened at your organization?

Organizational response to a social media disaster

#4 – Respond quickly

A social media disaster is much like other kinds of organizational crises in that it requires an immediate response. You need to respond within 24 hours.

#5 – Apologize

Gone are the days when an organization can try to cover up a disaster. In today’s world, news travels fast. Your customers, clients, investors and funders may know about a situation before you do. If the organization has screwed up, the first step to recovering your reputation is to acknowledge the screw up and say you are sorry. Anything else just makes the situation worse.

#6 – Ditch the “corporate speak”

In addition to the apology, you need to sound genuine. A speech prepared for the TV cameras that is full of multi-syllabic words and corporate jargon is not as effective as a sincere, heart-felt apology, using plain and simple language. In a crisis situation, we tend to use shorter, simpler language. The stilted “corporate speak” of the late 20th century creates an immediate negative visceral reaction among people who hear it today. Be real. Be straight up. Be sincere. Nothing else counts.

Deal with the offender

#7 – Immediate response

In addition to a response from the entire organization, you need to deal with the offender(s) immediately. If nothing else, contact the person and let them know that their behavior has been unacceptable. Make an immediate, polite and straightforward “cease and desist” request. If nothing else say, “I don’t know how we’re going to deal with this. For now, I’m asking you to promise me that you won’t post anything else about this on social media. Would you do that for me, please?”

#8 – Insist on accountability

This is not an easy situation to deal with. An immediate reaction from a manager might be to simply fire the person. Given the circumstances, that may be warranted or it may be an over-reaction. If you decide that the offense does not warrant firing, the offender still needs to account for his or her actions. Asking “Why did you do it?” may help you understand, but it does not really move you towards a solution.

A productive conversation might include questions like: “What would you do if you were me?”, “What will it take to make this situation right?” or even “How do we make this right again?” You may not get the answers you want, but you will gain valuable insight that will help you determine your next steps.

Make it right

#9 – Affirm your commitment to your customers or clients

What makes a social media disaster so terrible is that an employee can go rogue in a matter of seconds… and customers or clients can find out before management does. That means your customers form their own opinions and make decisions based on the information that they have in a given moment, not necessarily based on what is true.

Organizations that serve customers or clients do not exist without them. They are the reason you do what you do. So, taking care of them is top priority. Make your response more about them, than about punishing an offender. A simple statement such as, “This isn’t how we treat our customers. We are going to do whatever it takes to earn your trust back” can be very effective. (Remember to ditch the corporate speak and be sincere).

#10 – Use social media as an engagement tool

This is not the time to silence your fans or supporters who are momentarily angry and express their feelings on your organizational Facebook page. Instead, engage your customers in conversations and dialogue. Re-iterate your apology (but not ad infinitum) and ask them what they would do to make it better. Re-direct the conversation in a positive way that is about helping you re-build the loyalty you may have lost.

These are just a few tips to help you in a complex situation. The reality is that a social media disaster can affect an organization for a long time after it has happened. Using the incident as an opportunity to learn more about your customers, what they want and what matters to them is an effective way to ensure an effective response and a long-term solution to help you re-built your reputation.

Want to get your employees, managers and leaders trained in how to manage social media disasters? Learn how in one of these programs, all of which are offered as live training and e-learning programs:

  • a one-hour webinar
  • a half-day workshop
  • a full-day workshop
Here’s what the curriculum looks like:
View this document on Scribd

Join us on February 29, 2012 at noon Mountain time for a one-hour webinar offered by Chinook Learning on this content. You’ll get the condensed version of the “how to” steps in 55 minutes.
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Update – January 2018 – This blog has had over 1.8 million views thanks to readers like you. If you enjoyed this post, please “like” it or share it on social media. Thanks!

Sarah Elaine Eaton is a faculty member in the Werklund School of Education, University of Calgary, Canada.


9 Tips for Successfully Incorporating Virtual Presentations into Your Conference

February 16, 2012

Today I had the coolest experience. My colleagues at Idaho State University (ISU) Workforce Training were having an educational technology conference today in Pocatello. I teach for them online, but today’s conference was live — except for one presenter, me.

Here’s how we did it:

1. Brief your presenter on what to expect

Jeff Hough and the team at ISU gave me a thorough briefing about the conference a few weeks prior to the event. We negotiated the terms of the presentation and they gave me details on what to expect.

2. Tech-savvy conference organizers

These folks specialize in offering professional development webinars for educators. I’ve done dozens of webinars and used the same platform (in this case, Adobe Connect) that the conference organizers had on hand. They knew how to set up their system and had used their webinar platform hundreds of times before. They are adept at all kinds of technology and had significant experience successfully producing webinar presentations.

Sarah Elaine Eaton, virtual, presenter, webinar, education, professional development3. Experienced and energetic virtual presenter

Modesty aside, it is safe to say that I know how to give a virtual presentation. I have colleagues who flatline in a webinar environment because they “need the crowd to give them their energy”. At today’s conference, I never saw my audience. Well, not until after when one of my ISU colleagues, Paul Dickey, tweeted this photo (which I saw after the presentation).

Some of the worst virtual workshops or keynotes I have seen have been given by people who have no experience or webinar training. (In case you’re interested, here’s how you can get trained).

4. Previously presented material

Ensure the presentation has been tested. The conference organizers asked me to repeat a Twitter for Teachers workshop that I had taught for them previously. They had already seen the program delivered via webinar and liked it. The program had already proven to be a success.

Conference organizers want their attendees to have a stellar experience. Many things can go wrong with a virtual presentation. Make sure the presenter’s content is not one of them.

5. Do a connectivity test

Before the conference, we tested all the technology we were going to use – audio, video, slides and a real-time screen share. Hotels and conference centres are notorious for having poor wireless connections. The more people who tap into them, the slower they get. Virtual presentations chew up a lot of bandwidth. Even if your system works perfectly at the office, having a new venue changes the game. Every single piece of tech needs to get tested… and tested again.

As we prepared for today, we had some issues with the audio. We made some adjustments that helped significantly when the room was filled with a live audience.

6. Expect the unexpected

At one point during today’s session, we lost audio. Because we were all experienced working in a virtual environment and were aware of our audio problems during the connectivity test, it came as no surprise when the audio cut out. We were quickly able to work things through and I picked up where I had been cut off. Both the conference organizers and the presenter need to be able to keep their cool when “tech happens” in front of a room full of people.

Every person involved in today’s virtual program understood what aspects of the production we could control, such as our individual mics and computer settings and which we could not control, such as the venue’s wireless connection cutting out. Knowing what you can and can not control puts you in a better position to problem solve on the fly.

7. Include real-time interactivity

In my case, Jeff acted as a host for the session, introducing me and then fielding questions from the audience. At the beginning of the session, I said, “OK, let’s do a show of hands in the room. How many people use Twitter right now?”

Jeff acted as my eyes and ears and reported back to me, “There are crickets in the room, Sarah,” meaning that there was silence. He then added, “There are maybe four hands up.”

“O.K.,” I said. “That is less than 10% of the room. Let’s see if we can’t increase that by the end of the presentation…”

We stayed in constant contact throughout the session, talking back and forth, naturally and with a conversational tone.

8. Show, don’t tell

There is a certain amount of “telling” in an instructional program, but try to limit it as much as possible.

My presentation included a combination of static slides and a real-time screen share. I was showing folks how to use Twitter, so I demonstrated it live. Because Jeff also has a Twitter account, we were able to Tweet back and forth in real time and the participants could see it on screen.

The highlight for me as a presenter came when one participant signed for Twitter during the presentation and Tweeted “@DrSarahEaton“, as I had shown them how to do moments earlier.

I noticed it on my feed and said, “Hey, who’s that? Is that someone who’s in the conference room right now?”

Jeff asked the brand-new-baby-Tweeter to raise his or her hand. She did.

This was the single best moment for me as a virtual presenter. It was completely unrehearsed and unexpected. We had no idea anyone was going to sign up for Twitter right then and there and start putting the content into action at that very moment.

It caught the attention of every single person in the room and suddenly, it all made sense. What I had been saying about educators being able to connect in real time from all over the world, was no longer something I said, it was something we were able to actually show them. It was the coolest thing.

After that, a few other people joined in and sent Tweets, too.

Jimeny Cricket may have talked, but these crickets Tweeted! It was brilliant.

9. Give participants a valuable handout

Participants did not get a copy of my presentation slides. (Bor-ing!) Instead, every participant received a copy of the Twitter for Teachers manual that I did to accompany the course. It is a 25-page, step-by-step how to guide that steps them through the exact processes I showed during the presentation, in exactly the same order. Well, except for the spontaneous moments that made the session come alive.

The technical aspects of a virtual presentation increase your risk of failure significantly. Just about anything can go wrong. Even with all the preparation in the world, the potential for unexpected screw ups can still happen. Lots of preparation helps to mitigate that risk. Having an experienced team who have worked together before also helps tremendously.

You know when a virtual presentation has been truly successful because the webinar technology becomes “invisible”. When participants are so into the experience that they almost forget their presenter is hundreds, if not thousands of miles away and their sense of distance has melted away, you know you’ve just incorporated a great virtual presentation into your conference.

A personal thanks from me to all the folks at ISU Workforce Training. As any experienced virtual presenter knows, those work on the production team are the real stars of the show.

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Update – January 2018 – This blog has had over 1.8 million views thanks to readers like you. If you enjoyed this post, please “like” it or share it on social media. Thanks!

Sarah Elaine Eaton is a faculty member in the Werklund School of Education, University of Calgary, Canada.


Webinar: How to Develop a Social Media Policy

February 14, 2012

Sarah Eaton social media technology speaker presenter webinarThis week’s webinar with Chinook Learning is “How to Develop a Social Media Policy“. Its designed for organizational leaders and managers who have to cope with guiding employees’ use of social media in the workplace.

Social media has changed how people interact with each other on line. Marketers talk about social media strategies, but that is different from an organizational policy that is designed to guide and govern users’ behaviour in social media settings. This course is based on this article “Anatomy of a Social Media Policy” that I wrote last fall, published by Social Media Today.

Participant outcomes

By the end of this webinar you will:

  • Understand the differences between a social media strategy and a social media policy.
  • Understand the basics of social media governance.
  • Know the critical elements of a social media policy.
  • Understand the importance of dialogue when it comes to striking a balance between users’ rights and responsibilities.
  • Gain a deeper understanding of what a social media policy is and how to go about developing a relatively simple, straightforward policy for your organization.

Content

  1. Social media policy – Definition and overview; Differences between a social media strategy and a policy.
  2. Social media governance – What social media governance means for organizations, employers and employees.
  3. Anatomy of a social media policy – Learn the critical elements of a well-constructed social media policy and how the various elements work together to create a fully functioning and effective policy. Learn what they key parts are so you can build your own simple, straightforward policy.
  4. Balancing users’ rights with their responsibility to their employer. Why it is important to dialogue with users in your organization and tips for doing this effectively.

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Update – January 2018 – This blog has had over 1.8 million views thanks to readers like you. If you enjoyed this post, please “like” it or share it on social media. Thanks!

Sarah Elaine Eaton is a faculty member in the Werklund School of Education, University of Calgary, Canada.


Scribd for Teachers: How to Publish and Share Your Documents Online

February 7, 2012

Today’s webinar, offered through ISU Workforce Training, was, Scribd for Educators and Trainers: How to share your own documents, writing and resources on line.

Scribd is the world’s largest online social reading and publishing site. Anyone can join. You can read others work and contribute your own materials, too. Well known writers and thought leaders such as Seth Godin and major publishing houses such as Simon & Schuster have Scribd accounts.

Whether it’s the novel you’ve always wanted to publish or a grading rubric for a science project you’ve developed, you can share your work with others who are keen to learn from you.

Here is what the webinar covered:

  1. Learn the basics of how to set up a Scribd account. It’s easy and it’s free.
  2. Learn how to upload documents. Get tips on what works and what doesn’t.
  3. Learn how to categorize your documents appropriately for maximum exposure.
  4. Learn how to make your documents freely shareable or restrict the reader’s ability to copy and paste your work.

I told the participants that “by the end of this webinar, you will have knowledge that you can apply immediately to set up your own account and start sharing your work.”

Here is the manual that I shared with today’s participants:

View this document on Scribd

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Update – January 2018 – This blog has had over 1.8 million views thanks to readers like you. If you enjoyed this post, please “like” it or share it on social media. Thanks!

Sarah Elaine Eaton is a faculty member in the Werklund School of Education, University of Calgary, Canada.