Archive for November, 2010

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Time for Timelines? Planning for a Successful Webinar or Web Event

November 29th, 2010 by James Kenly

If you’re in charge of planning webinars for your organization, you know the challenge of finding topics and identifying speakers. You also know the challenge of trying to determine what to do and when to do it? Scheduling webinars – especially if they are a series or occur on a regular basis – can be a daunting task. You have to determine the individual pieces necessary to put each webinar together and your speaker(s) need to know when you need them.

Flash back to a few years ago, before I became an official ReadyTalker, I was in your shoes as the employee who scheduled the webinars for my company. I quickly learned that I needed to organize the flow of information I was gathering from, and providing to, the speakers, or something was going to slip through the cracks. What I did was put together a generic timeline, similar to the one shown below, that I could then tailor for each event and each speaker.

If you consider doing something like this, be sure you allow enough time for the various tasks. Ideally, the scheduling should begin at least 6 to 8 weeks prior to the live webinar date.

In addition to the example I’ve provided below, you may also consider providing the speaker(s) with a detailed agenda of how the live webinar will flow. This may include the order of speakers (moderator, operator – if used, order of multiple speakers – if used) and even time constraints for each portion of the webinar (introduction, presentation, Q&A, closing).

ReadyTalk Webinar Timeline

As you well know by now – similar to an in-person event – a LOT of work and planning occurs “behind the scenes” long before the live webinar date. Feel free to use the idea of a timeline and tailor it to your specific needs.

What steps do you take to schedule your webinars and organize the information you need to complete the process? We would love to hear from you!

In addition, if you have any questions please let us know. The ReadyTalk Events Team can be reached  at <A HREF=”mailto:events@readytalk.com” eveents2readytalk.com /a>.

As an event manager, Anthony works with clients on all aspects of their audio and web conferencing needs. Prior to working at ReadyTalk, he was a ReadyTalk customer, so he brings a great understanding of developing and running webinar programs. He enjoys spending time with his family and two dogs, watching movies, reading and exploring Denver’s top restaurants.

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Customer Care Spotlight: Toby

November 19th, 2010 by admin

We talk a lot about the importance of customer service here at ReadyTalk. Today’s post is part of a series highlighting members of the customer care team and giving you a chance to get to know them better.

Name: Toby
Title: Customer Care Representative

Favorite sports team: IU Hoosiers, Notre Dame Fighting Irish, Indianapolis Colts
Hobbies: Cooking
Pets: Two cats – Mia and Mo
Interesting fact about Toby: He collects pint glasses from different breweries. But more importantly, he and his wife are expecting their first child in February.

Longest customer care call: 3 hours and 36 minutes, which is a ReadyTalk record.
Favorite customer request: Help – I’ve forgotten my passcode.
One ReadyTalk tip to share with customers: Use our web controls for you audio calls also. Our interface interacts with the audio and it allows you to navigate the call more easily.
Favorite thing about working at ReadyTalk: The team!

Think you can stump Toby with a technical question? Want his favorite recipe? Share your questions in the comment section.

Checking out Toby enjoying some vacation time.

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Have You Checked-Out Your Options for Checking-In?

November 18th, 2010 by Simone Verhulst

This month on the Webinar Series, we were privileged to welcome one of one of the leading consultants in social engagement and online reputation management, Craig Agranoff.  He has worked with many Internet start-ups and founded the tech blog sCommerce.com and Rev2.org.  Craig is the author of two books: Do It Yourself Online Reputation Management and most recently, Checked-In: How To Use Gowalla, Foursquare and Other Geo-Location Applications For Fun and Profit.

The topic of the webinar addressed the topic of location-based marketing through mobile devices. There were a number of great takeaways that came out of the content, plus a few that we weren’t able to fit into the sixty minute time slot. I wanted to pass along some of those items, but be sure to go back and check out the recording for the full rundown.

  • The latest study by Pew Research says that 72 percent of American adults use their mobile phones for text messaging (that number jumps to 87% for teens).
  • The average e-mail open rate hovers around 15% while the average SMS open rate is close to 90%.
  • The foursquare business development team recently wrote a post sharing various example of how participating companies are truly cashing in on the platform to cultivate customer loyalty and continual drive traffic to their establishments. One that stands out – Starbucks has seen a 50% increase in check-ins at its locations simply by running a $1 off incentive – 50 %! That’s pretty impressive even for Starbucks who is already the most checked in retailer on the foursquare platform.
  • Foursquare has over 5.6 million venues listed, receives over 1 million check-ins a week, and gets 13k new users a day!  Gowalla comes in at just over 1.4 million venues and 1,370 newcomers each day.

So, what’s my point? Look at these numbers and the potential reach of those that are in the different networks. Word spreads fast among communities and simple incentives can encourage people that may not be your typical customer or consumer to explore new territory. People use location-based applications for numerous reasons.  Some use it to find people, some to get badges or points, but many use them specifically for special offers/coupons and local tips. Think of it as a way to track someone’s personal history of places, then get creative and capitalize on their behaviors.

Has your company started using mobile marketing to reach customers? What have your successes been? What are the pitfalls? Share your thoughts below.

Simone has been involved with both the sales and marketing teams at ReadyTalk and currently fills the role of Programs Coordinator and  manages the monthly ReadyTalk Webinar Series, which is a free  forum for professionals to interact with their peers and other experts on topics ranging from sales and marketing to nonprofits and funding to leadership and professional development. Simone is an outdoor enthusiast – skiing, climbing, triathlons, and trail runs with her dog, Bucket, are just a few of the things she enjoys outside of the office.

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Controlling your Audio Conference on the Web: a Painless Solution to your Audio Conferencing Woes

November 17th, 2010 by Paul Carollo

We’ve all been there right? Five minutes late to your own conference call, there are 25 people already dialed in and you somehow have to tell the presenter how to un-mute their line so they can present on the call without broadcasting your embarrassing lack of preparation…no… just me? Oh, well if not, I’m sure some visual control over your audio conference controls would still do you good.

ReadyTalk gives each and every one of its customers access to a web-based audio controls to enable greater control over audio conferences at no extra charge. Even if you have an audio-only account, you can use the web-based audio controls:

  • View a participant list (Both for active participants and those in lobby)
  • Individual mute/unmute
  • Mute/unmute all participants
  • Web-based dial out using phone numbers in your address book or typing in the numbers for the participant
  • Listen-only mode
  • Call continuation so that the call continues if the chairperson is disconnected
  • Lock audio
  • One-click connection to a live operator
  • Add participants to your phone book so the next time they call in their name will automatically be assigned to their phone number

Why should I?

There are many advantages to logging into ReadyTalk’s web-based audio controls to manage your audio:

  • Better awareness of who has dialed into your call before it’s even begun
  • Ability to mute individual lines from the web
  • Ability to dial out from an intuitive web-based interface or from the phone book that you’ve built
  • Piece of mind that your call will go off without a hitch because you can see what’s going on at all time
  • One click away from a live operator should anything go wrong

How do I?

  • Go to www.readytalk.com
  • Under chairperson login type your Access Code and Passcode
  • In your Conference Center, make sure “On-Demand Meeting” is selected and click Open Meeting Controls
  • Once logged in go ahead and dial your Toll-Free conferencing number and start your audio conference

And that’s it, once the application loads you will have full visibility and control over your audio conference. Trust me, you will enjoy this much better than controlling your conference through your touch-tone keypad. For additional details, check out Using the Web to Manage Your Audio Call.

Have you used ReadyTalk’s integrated audio controls? What do you think? If you haven’t, do you think it would be helpful?

Paul was formerly an Account Executive at ReadyTalk gaining valuable experience with competitors and the state of the web and audio conferencing industry. Currently in his role as Product Marketing Specialist, he is in charge of the competitive landscape, all Audio products, and many other random projects. Paul can Wookie call better than many twice his age. He also loves the outdoors, his pup Huck, his wife Jess, and getting to the ski slopes as much as possible.

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Creating a New Website: Integrating a jQuery carousel in to Drupal

November 16th, 2010 by Daniel Linn

In ReadyTalk’s new website design, we’ll provide up-to-date, dynamic information to our customers in a number of ways. One of those will be a carousel on the front page of the website. We want to load data asynchronously on to the front page to reduce loading times and we want it to load from Drupal nodes for easy maintenance. We originally went to find a Drupal carousel plugin, but none existed that met our needs.

We decided to use jQuery Tabs since Drupal comes with jQuery installed. It was easy to integrate in to our theme files using the great documentation provided by jQuery Tools. We also installed the jQuery Update module for Drupal to bring jQuery up to speed.

jQuery tabs offers a slideshow plugin for Tabs that makes for a great carousel with some useful features, such as navigation elements, smooth transitions and pause on mouse hover. The only hurdle we encountered with this setup was pulling nodes cleanly in to the carousel.

Loading a node would also pull all the page layout data with it – any associated blocks or theme data would be pulled in to the carousel – not what we want. This solution is simple and works great for loading the content of a node and nothing else. Appending any address with ?ajax=1 will automatically grab the node content by itself, exactly what we want for loading via jQuery. This solution is also applicable to any circumstance where node data might be pulled asynchronously.

So, long story short:

All done!

Have you done something similar? How did it work? What are other ways to do this?

This is the third post in the “Creating a New Website” series. See posts one and two for other web site ideas.

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ReadyTalk’s “Nerd Book Club”

November 12th, 2010 by Jason Collins

Nerd Book ClubSeveral months ago, one of our engineers had the great idea of starting a technology book club within the engineering team. We put some effort into getting this off the ground and it has since morphed into what is fondly know as the “Nerd Book Club.” We meet on a weekly basis and participation from week-to-week varies from 5 to 15 or so. The most recent book, The Myths of Innovation, has intrigued the CEO enough to come and join our conversations, which has been really awesome.

So, how did this little club of ours come to be? Well, we were challenged (or rather, we challenged ourselves) to come up with a way of bringing engineers together from the different SCRUM teams within engineering that don’t normally have a chance to converse about various experiences and ideas. If you read the definition of ‘discussion’, two words stand out; argument and debate. These two words tend to have negative connotations, so what we foster in the book club is ‘dialog,’ where we view it as a chance to share ideas and learn from one another.

So far, the club has read Beautiful Architecture as well as a series of blog posts on the topic of Agile development practices. As I mentioned earlier, we are now reading The Myths of Innovation, by Scott Berkun and it is generating a lot of great conversation. Innovation is a big topic within ReadyTalk, but that is a blog post for another time.

How are you or your company helping to facilitate the sharing of ideas with the goal to learn? We’d love to hear about things you’ve tried, and whether you’ve met with success or failure in your endeavors.

Jason Collins (aka JC) is the VP of Engineering at ReadyTalk and the self-appointed Chief Happiness Officer. He’s been either writing code or managing engineers for nearly 15 years and has a passion for technology and agile development practices. The happiness of the engineering team is his top priority and he can usually be found wearing a ReadyTalk cape and the infamous “idea helmet” around the office to help keep people entertained. When he’s not hanging out with his work family, he’s at home with his wife and four boys doing all sorts of geeky things, like playing video games and watching campy Sci-Fi and Action flicks.

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Customer Care Spotlight: Julie

November 12th, 2010 by admin

We talk a lot about the importance of customer service here at ReadyTalk. Today’s post is part of a series highlighting members of the customer care team and giving you a chance to get to know them better.

Name: Julie
Title: Customer Care Representative

Favorite sports team: CU Buffs!
Hobbies: Skiing, running, hiking, anything outside!
Pets:: Two great dogs – Paco, a lab mix, and Wiley, a golden retriever
Interesting fact about Julie: She’s currently training to run her first marathon.

Favorite customer request: Julie once had a customer ask her to send them a pizza from their favorite pizza place.
One ReadyTalk tip to share with customers: For important webinars, do a dry run ahead of time and feel free to ask questions and get some advice! The Customer Care team at ReadyTalk is a great resource not only for technical assistance during your webinar, but also as a shoulder to lean on for questions or concerns you may have about your upcoming meeting.
Favorite thing about working at ReadyTalk: The people!

Wondering what the customer wanted on their pizza? Think you can stump Julie with a technical question? Give it a try in the comments section.

Meet Julie's dogs - Paco and Wiley

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Mapping the Level of Effort for a Service Level Agreement

November 11th, 2010 by Mike McKinnon

This post is the second in a three part series on Creating a Service Level Agreement between Marketing and Sales.

In the last post, I talked about needing to determine the criteria for a marketing qualified lead, or MQL. Once it is defined, the next step is to map out the follow up process or Level of Effort (LOE). The LOE makes sure that there is consistent follow-up across the sales team for each MQL that is handed over.

Before our LOE was defined, I noticed that follow-up was different across the board for each member of the sales team. Some AEs emailed and never called, some called but never left voice mail and others called and sent emails. If marketing is going to be nurturing leads on behalf of sales team and using resources to accomplish this task, it is reasonable to expect the sales team to follow-up on those leads in a consistent manner. This will allow marketing to see which leads are valid through the prism of consistent follow-up.

To define our Level of Effort, I used the same group AEs that I used for the MQL discussion and we mapped out first, second and third touches. Below is a diagram of our LOE.

We defined a three-touch follow up that involves email and voice mail. Each touch builds upon the other touch with consistent messaging. The final touch is decided by company size. Larger companies (>100 employees) will have a fourth follow-up.

It is important to have a mechanism for returning the lead to the marketing funnel after the follow-up has completed. This will eliminate “lead leakage,” where leads get taken out of the funnel, are never closed but are never re-engaged. Many sales people balked at this idea of handing a lead back to marketing to be further nurtured. Look at it this way: If a lead who you think meets MQL criteria will not engage with a salesperson after three touches over the course of two weeks, it is most likely that they have been misplaced in the marketing funnel and are not ready to engage sales. It is better to get them back in the funnel and re-engage them on their own terms than to have a sales person sit on the indefinitely.

I would love to hear how you mapped out your level of effort for your sales team. How many touches do you use? What are those touches?

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Collaborative Technology Effecting Business Strategy Now More Than Ever

November 9th, 2010 by Simone Verhulst

Earlier this quarter, ReadyTalk co-sponsored a breakfast event along with NewsGator, Accordant and Ceavco. The overlying theme of the presentation was how collaborative technology is effecting business strategy. As our industry continues to advance with innovative uses for current products and programs, the directors, CEOs, project managers and team members are realizing the value and necessity of technology that enables real-time collaboration and problem solving no matter where their office or colleagues are located.

Today’s workforce has evolved and the people who are capitalizing on innovative collaborative tools are realizing significant gains in productivity. They are also reshaping how daily tasks are performed. Efficiency is of utmost importance, not only because of the fast-paced nature of business, but because an optimized budget makes for additional funds that can be utilized to advance a business’s goals, projects and revenue.

Accordant put their collaborative platform to work and captured the live event. You can access the recording HERE. Below are a few of the key highlights mentioned by the amazing panel of industry leaders (Brian Kellner , VP of Products – NewsGator, Ron Wolfe, Regional Sales Director – Accordant, and Dan Cunningham, CTO – ReadyTalk).

  • Technology is vast and continues to expand. It ought to be a resource that improves the quality and output of an organization’s employees, not a blocker that adds frustration. Simplicity and functionality are important aspects to consider when exploring new tools.
  • Internal and external uses exist for collaborative technology. The uses and the deployment of the product will differ based on the issues being addressed. Explore how these tools work best for your company on both sides of the table.
  • Enterprise vs. Consumer – collaboration tools now supply an efficient and effective means of merging the two groups.
  • Content creation and publishing have become easier and faster due to emerging collaboration platforms.

All three of these companies have recognized what’s working for their organizations and have identified and deveeloped collaborative tools for others. In simple terms: productivity affects the bottom line; working cohesively and in-sync impacts productivity; and real-time collaboration is good business strategy.

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Meet the ReadyTalk Events Team

November 8th, 2010 by James Kenly

Below is an introductory post from the ReadyTalk Events team. Look for future posts from this team.

You may have talked to some of us from time-to-time or even wondered, “Who is on the Events team?” Well, here we are – along with a bit about each of us!

Steve Wolfe, Events Team Manager

    Time with ReadyTalk – 1 year, 8 months
    Best part of working here – Our focus on customer service, ReadyTalk’s cutting-edge technology, and our company values
    What you like to do outside of work – Enjoy time with family and friends, coach my daughter’s 8th grade basketball team, backpack and climb mountains, exercise, watch college football, and root for the Rockies!

Lori Howard- McCool, Event Manager

    Time with ReadyTalk – 3.5 years
    Best part of working here – lots of “bests”…the culture, the people, great product…what’s not to love?
    What you like to do outside of work – play with my kids, sleep, lots of hobbies I haven’t taken up…yet!

Crystal Ziadeh, Event Coordinator

    Time with ReadyTalk – 2.5 years
    Best part of working here – The customer and co-worker relationships
    What you like to do outside of work – Spending time with my family and friends and my furry, four-legged kids. Also, anything outdoor- or mall-related is good too

Briana Patterson, Event Manager

    Time with ReadyTalk – 1.5 years
    Best part of working here – It’s hard to choose a ‘best part’ because there are a lot of things I love about working here. I like that everyone treats each other with respect, and that they all give their 100% at everything they do. I love that we can bring our dogs to work, and I love how athletic and health conscious the company is.
    What you like to do outside of work – I like reading, running, Zumba, playing with my pups, hanging out with friends/family, going to the movies and hiking. I also really enjoy working with a youth group of teenagers ages 12-18.

Anthony Salas, Event Manager

    Time with ReadyTalk – 9 months (the newbie!)
    Best part of working here – This is a laid-back but hard-working group of people, great support and having dogs in the office from time-to-time makes any day a little better!
    What you like to do outside of work – Spend time with family, friends and my two dogs, try new Denver restaurants, movies and taking in the beautiful mountain surroundings!

As the Events Team, our goal is simple – to be consultative partners for our customers by advising, assisting and supporting the execution of engaging webinars and online events that deliver high ROI.

In the future, we will share best practices related to web and audio web events and webinars and keep you updated on the latest and greatest tools available to you within your ReadyTalk Conference Center.

Check back often for events-related blog updates, and feel free to contact us at 877-214-8194 or at events@readytalk.com.

We are here for you!

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