Four Steps to Successful Interactive Teleconferencing
Let's suppose that you have just been asked to provide some programming using a teleconferencing network. Where do you begin? What are some easy techniques that you can incorporate into that first program to make it more effective? Start off with some of the techniques suggested under the four design components on the next few pages. These design components have been identified as important ingredients in using an interactive teleconferencing system. All of the suggested techniques may not be directly applicable to your individual situation, but they may trigger other possibilities which might be adapted to your program.
Humanizing
What is humanizing and why plan for it?
Humanizing is the process of creating an atmosphere which focuses on the importance of the individual and overcomes distance by generating group rapport. It's important to add humanizing to your list of planning considerations because many participants may be all alone at their locations, may never have used teleconferencing equipment before and may be expecting something quite different from the teleconferencing experience. Humanizing techniques let individuals know that, although separated from you by great distances, their needs are important.
Humanizing Techniques
Send A Welcome Letter
Let participants know they are important to the success of the program by sending them a welcome letter before the first teleconference. Include program goals, suggestions for preparing for the first session (such as a question or problem to think about), and some information about yourself (biographical sketch, photocopied picture).
Make A Master Roster
The more you know about the individuals in your group, the better you'll communicate. Use information on preregistration lists to make up a master roster of participants at each location with a line or two of related information about them. Use this roster to focus discussion on the needs and interests of the individuals participating.
Use Of Names
Always call participants by name. Use your roster list. When an individual asks a question, note the name so you can use it again in your response. People like to be recognized by name; it's especially important in teleconferencing.
Let Your Personality Come Through
Be yourself. It's important to come across the way you do in a face-to-face situation even though microphones are used for communicating. Try to form a mental picture of what it's like to be at one of the locations and talk directly to individuals rather than to an "audience out there."
Open With An "Informal Roll Call"
To create an informal, friendly atmosphere and to give participants a chance to become accustomed to using the equipment, ask for a few responses from selected locations. A few exchanges such as, "How's the weather?" or "How many are there with you today?" let individuals overcome any hesitancy in using the microphones.
Participation
What is participation and why plan for it?
Participation in teleconferencing might be defined as the process of getting beyond the technology by providing opportunities for the spontaneous interaction between participants. As communicators, we also want our audience to interact with the information being presented. That's why it's important to encourage involvement in the communication process and it's important to plan time for those opportunities. One of the strengths of teleconferencing is its capability for two-way communication, and providing participation opportunities helps individuals maintain interest and commitment to the program.
Ways To Get Participation
Warm Up Your Audience
Enthusiasm and encouragement by the programmer is vital to getting participoation. Help individuals feel comfortable about sharing their experiences. Participants may need more encouragement than in a face-to-face setting, so your role as programmer is important.
Plant Some Questions
Before the program, call a few specific participants and ask them to be ready with a comment or question if the discussion should lag. You can use registration information to identify individuals who would be willing to assume this role. Planted questions can help stimulate a chain reaction among group members.
Use Questions As A Tool
Use a list of highlight questions which summarize the main ideas for each session. Send these to participants before the program. Use this list to kick off discussion by asking group members to pick out a question they would like to talk about in greater depth.
Use Interactive Formats
Use formats which encourage group members to participate. Almost all techniques used in adult education (case study, interview, panel discussion, role playing) can be used successfully in teleconferencing. For example, a series of short case studies can be presented by individuals at the beginning of the program, with discussion following the case studies.
Get Specific Groups Involved
Ask a group at one of the locations to be responsible for the answer to a specific question to be presented at the next session. This responsibility encourages participants to sit down and talk with one another after program time. The technique also fosters cooperation-and there is a built-in leadoff for the next program's discussion.
Message Style
What is message style and why plan for it?
Message style is presenting what is to be said in such a way that it will be received, understood and remembered. In teleconferencing, where participants are receiving the message by listening, it's important to think about the things we know about listening that may help to improve the communications process. Certainly there are some factors about listening yet to be discovered, but there are some guidelines about presenting aural messages which can make presentations via teleconferencing more effective and enjoyable.
Planning Messagae Style
Preview Your Message
Give a preview of what you are going to say in the form of a short, general overview. Giving individuals an idea in advance of the various part of a message and how it will be organized (from general ideas to specific examples or vice-versa) helps them in their own understanding and remembering processes.
Use Variety
Plan for short segments. Variety keeps interest levels high and this leads to more active listening. Keep your program fast-paced, providing short segments of concentrated listening (10-15 minutes) alternated with other activities. These activities might range from a simple question-and-answer to the use of a buzz group (adaptation of the six-minute-six-people discussion technique) at each location.
Repeat and Summarize Main Points
Use repetition and summary to help individuals remember important points. Repeat new words, concepts, or phrases at least three times during an hour program. New words can be spelled on-the-air to aid audience understanding or a printed word list can be added to the packet of materials sent to individuals.
Provide Print Backup
Use print materials to back up your message-an outline, some illustrative brochures, or even a detailed workbook. Print reinforces what we hear and is a permanent record for review purposes.
Send A Summary Letter
The most important summary is at the end of the program. If time runs out, a short summary letter could be used to tie together some of the important points brought out during a panel discussion or interview.
Feedback
What is feedback and why plan for it?
Feedback is the process of getting information about the message which helps you and the participants complete the communications loop. It helps in correcting misunderstandings and filling in omissions. Feedback can also be used in planning future programs. It's important to consider how you will get feedback because teleconferencing settings give you verbal cues only. With group members physically separated from you, you'll want to find ways to get feedback during program time as well as off-the-air.
Ways To Get Feedback
Ask For Feedback
The most basic technique for getting feedback is simply to ask for it during the program. Check on your pacing and on the quality of the reception at the locations. Ask the group if there are questions about the material you are discussing. Because individuals new to teleconferencing may be shy about giving feedback, pre-assign it, calling several people in advance of the program.
Use On-The-Spot Application Of Information
Find out if the material being- presented is relevant to participants' situations. Pause several time's during the presentation to ask for individual feedback. Ask one or two participants to briefly comment on the value of the information to him or her. Would the person use it? If so, how? Application-of-information feedback stimulates others to think creatively.
Use Group Questions
Instead of evaluating participants individually, use a weekly question which is discussed and answered after program time by groups at locations. A group working to develop a cooperative best answer stimulates rapport and helps give individuals more in-depth understanding. Have group members sign their names to the answer (allowing for a minority opinion) and mail it to you for evaluation before the next program.
Use Written Forms Of Feedback
Use written methods to determine whether your program is meeting its objectives. A postcard questionnaire or a preaddressed mailer with space for comments can be included with print materials sent out before the program.
Listen To Tapes
Teleconferences tend to be concentrated periods of listening and interaction. Many times, programmers miss an important ingredient in the program because there just wasn't time to stand back and be an observer. Listening to the recorded program can be a valuable feedback tool.
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