Tens of thousands of webinars and webcasts are broadcast every year on Company Webcast’s Next Generation webinar platform. Hundreds of thousands of end users watch the end result of a complex chain. Having a live audience brings additional challenges; any error or interruption can have a direct effect on the end user’s experience. Adequate problem solving is therefore essential.
The production chain of a live video stream roughly consists of 3 parts:
The most common problems and solutions in these 3 parts will be discussed below, as well as a general troubleshooting roadmap. Finally, tips are given on how to communicate with viewers in the event of an emergency:
- General roadmap to deal with emergencies
- Troubleshooting the broadcast location
- Troubleshooting the broadcast location
- Resolving end-user issues
- Communicating issues
General roadmap in case of emergencies
A successful (interactive) live broadcast is the goal of every webinar or webcast. However, problems shortly before or during the broadcast are always possible. These can be resolved effectively by following the step-by-step plan below.
Step 1:
A problem is identified.
Step 2:
Determine whether the problem is of such magnitude that the live broadcast can/will not take place, possibly with (limited) defects for all/part of the viewers.
Step 3a: Live broadcast is temporarily postponed until the problem is resolved
Can the problem be solved within 15 minutes? Then insert a pause and clearly communicate the time of the planned restart of the transmission to the viewers. At the scheduled time, the live broadcast will still start or if not possible, proceed to step 3b or 3c.
Step 3b: Live transmission can continue, with limited deficiencies for the viewer
Communicate to the viewer that there are some problems (for all or only some of the viewers), but that the live broadcast will continue. Viewers can also watch the broadcast on-demand afterwards (if applicable).
Step 3c: Live transmission cannot continue
Communicate to the viewer that there are problems due to which the live broadcast cannot take place. If possible, an on-demand version will be recorded and made available to the viewer afterwards. Indicate where and when the on-demand version is available.
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Solving problems with the broadcast location
The broadcast location can be divided into a number of separate components: the internet connection, equipment, people involved and the broadcast location. Each element has its own risks and solutions:
Troubleshooting the webinar platform and application
The webinar and webcast platform is a complicated and comprehensive application. In conjunction with the encoder and the various applications used to design and manage the broadcast, it provides a live broadcast. It is therefore important that the problems below are dealt with quickly:
Solving en-user problems
The final link in the chain is the end user, or viewer. Broadcasts are watched from all over the world, with a diversity of internet connections, devices, plug-ins and browsers. Despite the fact that the webcast/webinar player is built with this in mind, it can happen that the media stream for a user is blocked by these individual settings. In some cases, this cannot be avoided. However, most problems can be avoided and solved:
Communication problems
In the unlikely event of an emergency, it is good to know what communication options are available to viewers and registrants. Several things can be prepared in advance, in order to communicate quickly and effectively with viewers or registrants in the event of an emergency.
Below, we will discuss the various communication options that are available, categorised according to the phase in which the webinar is involved: well before the live broadcast, shortly before the live broadcast, during the live broadcast and after the live broadcast.
You can download the plan here. Print it out and store it well. Make sure you always have it to hand when you organise and conduct a webinar. Then risks and calamities will no longer be a problem for you!