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The Redback Team
The Redback Team , 8th February 2018

Teleconferencing Etiquette

The introduction of online meeting technologies has meant that the good ol’ teleconference has taken a bit of a back-seat. The big question is, does the lack of visual engagement mean that we are at risk of neglecting our manners and simple meeting etiquette? When you conduct your next teleconference think about these humble tips... Teleconferencing Etiquette Tips #1 - Find a Quiet Place Background noise can be very distracting to other participants. Think about where you are … Are you joining from home with a noisy dog in the background? Or are you participating in the call from your car? Either way, ensure you find a quiet place where you will be comfortable for a certain period of time. #2 - Identify Yourself Have you ever seen someone walk into a dinner party and go straight for the food? What did you think in that situation? Just like any social scenario, it is always polite to introduce yourself. #3 - Set Expectations People always like to know what to expect. Sending an agenda will not only achieve this, it will avoid conversations going off track and will ensure that all parties are prepared! #4 - Block Eavesdropping Block eavesdropping! Conference security is very important when having a private and/or confidential conversation. Use the conference lock command to ensure that no additional persons, including the operator, enter the conference. #5 - Appropriately Use the Mute Command  Also known as “The God Feature,” the mute command gives you the power to silence one or many parties. If you are combining your web conference with a teleconference, ensure you let people know before you mute them and as a participant, ensure you do the same. The last thing you want is someone on the other end talking into thin air! #6 - Say Thank You Thank you goes a long way… Let’s be honest, a teleconference isn’t exactly the most intimate of gatherings. As a moderator, it’s a nice idea to send your participants a thank you email including any action items or discussion points which were covered in the meeting. #7 - On Time is Too Late It’s all about the timing… To many, punctuality is a sign of respect. Try to avoid dialling into the call late and expecting participants to provide you with a “catch-up”. This will not only disturb the entire meeting, but it has the likelihood to come across as somewhat rude. #8 - Leave if You Need To Hold that thought… Hold music can be oh so annoying, let alone when you have multiple participants trying to have a chat. If you have to leave a conference for any period of time, hang up the phone and call back in when you’re ready to rekindle.

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The Redback Team
The Redback Team , 8th February 2018

Moderator Touch-Tone Commands for Teleconferencing

Keep these touch-tone commands handy! They will make your conferences more efficient and streamlined. ## Automatic Disconnect Enter this command to immediately disconnect all attendees currently on your Teleconference. *0 Operator Assist Enter this command to speak with an operator. *1 Organiser Dial Out Enter this command to bring in an additional Participant in 5 easy steps! Press *1 to activate Press *1 again to confirm Enter your Participant Pass Code Enter your Participants phone number Press #2 to return to your Teleconference with your Participant or, Press #3 to return to your Teleconference without your Participant Note: This feature must be enabled prior to use. *4 Teleconference Record Enter this command to begin recording your Teleconference. Press 1 to confirm An announcement will then advise all attendees that your conference is being recorded. To end the recording press *4 again or simply hang up. Your recording will automatically be posted in your Account Management Portal by the next business day. *5 Presentation Mode Enter this command to mute all Participant lines. They can hear your voice but will not be able to speak. Enter this command again to place your conference on Conversation Mode and open all lines. *6 Individual Line Mute Enter this command to mute your individual line so that you may listen but not speak. Enter this command again to re-open your line. *7 Conference Security Enter this command to lock your Teleconference and prevent anyone else from joining. Enter this command again to unlock your conference. *8 Automated Roll Call & Count Enter this command to hear the current number of participants currently on your Teleconference. If your conference settings are set to “Name on Entry”, you will hear a list of everyone’s name. *91 Add Reference # or Billing Code Enter this command to assign any numerical reference code relevant to your call. Your Call Detail Record will then record all expenditures associated with that code. This command also allows you to confirm, change or delete your current reference code.

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The Redback Team
The Redback Team , 8th February 2018

Best Practices for Teleconferencing

Before Your Teleconference Send out a clear and concise agenda Clearly identify what is expected of your participants Include teleconference details and any special instructions Send regular reminders during the lead-up If you have more than 10 participants joining, consider turning off your entry/exit tones as they can become disruptive during large calls Ensure all your participants are aware of the Redback Customer Support Command -*0 If you have participants dialling in from international locations ensure they have the correct International Toll Free Number During Your Teleconference If you are a participant, attend on time If you are an organiser, attend several minutes early Identify yourself as you enter the teleconference To minimise background noise, use your phones mute command when you are not speaking Only use a speakerphone as a last resort, headsets are a much better option Always state your name when you begin to speak Never put your line on hold to answer another call. This will play your “on hold” music into the teleconference for everyone to hear – awkward! If you have a glass or mug, use a coaster – they actually can be quite noisy! If you are an organiser, familiarise yourself with the Redback organiser Touch Tone Commands document – you never know when they will come in handy! Think about recording your teleconference – perfect to take minutes or send to absent attendees As an organiser, engage everyone by asking frequent questions and calling upon people who have provided less input than others It’s very easy to get distracted by other work while on a teleconference. Try to remain focused on what is being discussed by taking notes After Your Teleconference Send thank you emails to your participants as well as any follow up information promised - it’s a nice touch If you recorded your teleconference send the recording to your participants whether they attended or not Where possible, inform your participants of any upcoming teleconferences – get in early!

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The Redback Team
The Redback Team , 8th February 2018

Best Practices for Web Conferencing

Before Your Web Conference Send out a clear and concise agenda Clearly identify what is expected of your participants Include web conference connection details and any special instructions Send regular reminders during the lead-up Ensure the computer you are using has all necessary software requirements – (Flash and Java or Present for Windows) Test your internet upload and download speeds to ensure you have enough capacity Ensure there is no conflicting scheduled event within your office that might interfere with your internet bandwidth During Your Web Conference If you are a participant, attend on time If you are an organiser, attend several minutes early Web Conferencing users often use an accompanying teleconference. If this is applicable, follow the “Teleconferencing Best Practice Guide” Move slowly between applications to ensure those with slower internet connection speeds are still with you Close down all applications on your computer that you do not plan on using during your presentation Turn off any email alerts instant messenger application. The last thing you want is a screen pop up to appear as you share your screen with your participants Encourage participants to “Raise their Hands” to indicate if they have a question. Use the “Send File” application to send information to your participants at the appropriate times Use the “Polling” application to engage your participants and get them involved After Your Web Conference Send thank you emails to your participants as well as any follow up information promised – it’s a nice touch! If you recorded your web conference send the recording to your participants whether they attended or not Where possible, inform your participants of any upcoming web conferences – get in early! Ask for feedback! If you are planning on holding regular web conferences ask your participants what they would like to see more of

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The Redback Team
The Redback Team , 7th February 2018

9 Tips for Hosting Webinars

9 Top Tips for Hosting Webinars Short for web-based seminars, webinars are online methods of communication which are transmitted over the internet and aimed to reach large audiences. A key feature of a webinar is its interactive elements – the ability to give, receive and discuss information. Read more for tips on hosting your next webinar as well as a detailed checklist which will be sure to assist you before, during and after the webinar. Tip #1 - Start with the end in mind Online methods of communication are becoming increasingly popular in the workplace. Large corporate teams, small businesses and not for profit organisations are turning to online solutions in order to save time and cut down costs. Generally, webinars are used to conduct training, generate leads, build loyalty or drive business. When conducting your webinar, ensure you are aware of the purpose – why are you conducting the webinar, who are you targeting and what do you want to get out of it. For example, if you are hosting a lead generation webinar, how and when will you follow up these leads and what resources will you use? Tip #2 - Timing is of the essence… Organising when to hold your webinar may sound like a simple task, but many still get it wrong. Don’t fall into the trap of assuming people will drop everything for your webinar. Keep in mind the following: Time of year: Are school holidays approaching or public holidays? Time of week: People are usually busier on a Monday or Friday catching up on work Time of day: Think about your day, would you want to join a webinar early in the morning or later in the day? People may be looking for something to do during their lunch break, why not hold your webinar between 11 am – 2 pm? Remember to also consider international time zones. Tip #3 - Choose your speaker carefully Think back to the last webinar you attended. What made it great, what made it not so great? Chances are the speaker would have had a lot to do with whether you were actively listening or checking your emails. According to MarketingProfs, 70% of successful webinars can be attributed to dynamic and recognisable speakers. If you are unable to attract a subject matter expert try using a colleague that is engaging with a clear voice and upbeat tone. Tip #4 - To VoIP or not to VoIP VoIP (Voice over Internet Protocol) is a delivery of sound which is transmitted over the internet. While the costs of communicating with a VoIP system can be significantly cheaper, the network is inherently less reliable compared to a telephone. When using VoIP attendees may experience issues such as latency and jitter due to the quality of their internet connection. For webinars, it is usually a good idea to use a hybrid solution. That is, giving attendees the option to listen to the webinar via their computer or telephone. Consider using VOIP if: You anticipate that the audience will ask questions via the text chat feature There are no phones at all audience locations Consider an audio conference if: Your audience is small and you wish to engage them in a free flow dialogue Your audience is in an environment where sound can’t be heard through the computers Tip #5 - Content and Format Webinars are typically less interactive than a web conference. Keep your content simple, relevant to the topic and PowerPoint slides to a minimum. In order to encourage participation, it may be a good idea to hold more than one question and answer session. Consider intervals such as during the webinar, half way through and at the end. Creating an agenda and sticking to it is also a must. Your attendees should know what you are going to cover, how long the webinar will take and what it will involve. One hour is usually long enough to cover all necessary information; this includes question and answer sessions and conclusions. The format of your Webinar could look something like this. Introduction: Facilitator to announce presenter and topic Presenter Introduction: Who are they, what do they do, why are they presenting Topics 1 & 2: Maximum 25 minutes Question & Answer Session Topic 3: Maximum 10 minutes Conclusion: Summarise Topics Question and Answer Session Exit Survey: Redback can assist you with this Tip #6 - Communicating to your audience So, now you know what you want to say and how you want to say it, who are you going to say it to? Once you have the right target audience in mind it is important that you market your webinar using the right channels. Here are some ideas: Email Marketing:  This form of marketing is quite common and there is one reason for it – it works! When done properly, email marketing can be quite powerful in capturing your audience’s attention. It is also a relatively inexpensive and easy way to expand your contact database for future webinars. Do: Send a thank you email once the webinar is over. If you have recorded your webinar include the link in the email. Don’t: Bombard your audience with email alerts. One reminder a week/day before the webinar and four hours before is more than adequate. Company Website:  Advertising your webinar on your website is the perfect way to attract existing and prospective customers. Once customers click on the webinar link they could be directed to a registration page, summary of the webinar and brief biography on the speaker. Do: Advertise on your events or promotions page – this is the first place people will look. Don’t: Include too many fields within your registration form. The easier it is to complete, the more data you will capture. Tip #7 - Practice, Practice, Practice Choosing a quality facilitator is crucial to any webinar. The Facilitators role is to introduce the presenter, conduct question and answer sessions and wrap up the webinar; they are the professionals and you must get to know them. Whether your webinar contains two or 200 attendees it is advised that you run at least one trial. Certain things to test include whether your computer has the necessary software requirements and ensuring there is no conflicting event within your office that may interfere with your internet bandwidth. Tip #8 - Exit Strategy Once your webinar is over it is still fresh in your attendees mind. When closing the webinar have your attendees land on a survey page. Ask them for their thoughts and what they might like to see in future webinars. For lead generation, include fields such as name, organisation, email address and contact number so you can follow up with them. Your Redback Support Team can assist you with creating these surveys. Tip #9 - Making the most of it Your webinar is over and it was a success, now what? Collate the captured information and use it! Follow up with sales leads, send thank you emails and add new contacts to your database. If you are considering conducting regular webinars, arrange a schedule three months in advance and communicate this to your attendees.

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