ITS support expectations for AV and Zoom Webinars

Owned by Justin Fleming, created
Last updated: Feb 16, 2023
2 min read

ITS is able to assist in a number of ways regarding major events at NCSSM, whether that be AV equipment or Zoom Webinars support. That being said, there are also several different roles that we are unable to play in events.

Please notify ITS by ticket at least two weeks or more in advance of a major event requiring our assistance in either training, configuration, or support.

Please review these expectations prior to engaging ITS for event assistance, and let us know by ticket if you have any questions or concerns.

 ITS services and responsibilities

ITS is able to assist with the following, via request at the ithelp.ncssm.edu ticket portal:

AV

  • Equipment

    • ITS can temporarily loan a laptop or other device(s) for running an event

    • We can provide training on how to use computer equipment as well as utilizing cameras and microphones installed in various spaces on each campus

  • Support

    • ITS can provide on-site or remote support for events on an as-requested basis, specifically for the computer-connected portion of the event. This means:

      • Zoom software support

      • Computer troubleshooting

      • Network troubleshooting

      • Computer-connected camera and microphone support

Zoom Webinars

  • Training

    • ITS is happy to run training sessions with anyone interested in hosting a Zoom Webinar, and can provide tips, tricks, and best practices to be successful

  • Webinar creation. Please supply us with:

    • Name of event

    • Date and time

    • Host name(s) and email address(es)

    • Panelist name(s) and email address(es)

    • Do you need Q&A?

  • Troubleshooting technical issues in advance or during event

    • ITS asks for advance notice of at least two weeks prior to the Webinar’s start, and four weeks' notice is preferred for Webinars taking place after business hours or on weekends.

    • Any events for which we have less than two weeks' notice, ITS will only be able to provide support on a best effort basis.

  • Live technical assistance for major events*, where someone from ITS will stand by in the Webinar to resolve technical issues that may arise. Again, ITS asks for advance notice of two weeks or more prior to the Webinar (four weeks preferred for after hours or weekend support).

    • Review and update settings

    • Check to make sure mics and cameras work

    • Troubleshoot link issues

    • Resolve Zoom app problems

    • On-hand for miscellaneous technical issues

  • Accessing and sharing recordings after the fact

ITS limitations

ITS is unable to assist with the following during a live event:

AV

  • Non-computer AV equipment, ITS does not have:

    • Handheld or lavalier mics for in-room audio amplification

    • Portable speakers

    • Video or still cameras not connected to a computer

    • Podiums

    • Portable live-streaming equipment

  • Non-computer support, ITS will not support:

    • In-room audio and video troubleshooting

    • Managing or running in-room portable audio, video/photography, presentation materials, or live-stream devices

Zoom Webinars

  • Hosting responsibilities

    • Starting the webinar (from Practice Mode)

    • Recording the webinar

    • Answering or managing questions and comments in Q&A and Chat

    • Livestreaming the Webinar to Facebook or YouTube

    • Turning panelists mics and cameras on and off throughout the Webinar

  • Screen-sharing for a slideshow or video

  • Managing or participating presentation content

 

*Major events will have over 1000 estimated participants, and/or be of key import to the whole of the institution. Examples include: Discovery Day, Welcome Day, Convocation, a major presentation to the entire population of the school, etc.