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Huddle of the Week #2: Engaging with Non-Tech Savvy Attendees

  • 1.  Huddle of the Week #2: Engaging with Non-Tech Savvy Attendees

    Cvent Staff
    Posted 29 days ago

    Happy Monday, Community members! We are back with the second of our new weekly series, Huddle of the Week. In case you missed the first discussion, the Community team will be posting one discussion question every Monday for you to engage and learn more from your peers during these times. The questions will range from industry best practices, pivoting your programs during these times, planning for a post-pandemic world, and more.

    Our second discussion question this week is: What are your suggestions/best practices for the non-tech savvy or older generation attendees to participate & engage in a virtual event? Particularly for those who are not familiar with interactive websites, virtual meeting providers like Zoom, social media, etc.?

    Please reply with your thoughts and ideas below. Feel free to ask additional questions or share your own experiences, as well! Remember, initial thoughts can spark more ideas, so be sure to share your insights, even if you do not have direct experience. 

    If you agree with other users' replies or found it helpful, be sure to click the Recommend button. #HuddleoftheWeek #VoiceIt


    #ManagingVirtualEvents

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    Danni Czark
    Senior Associate, Online Community Marketing
    Cvent
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  • 2.  RE: Huddle of the Week #2: Engaging with Non-Tech Savvy Attendees

    Posted 28 days ago
    Most non-tech savvy people CAN manage email. And they CAN manage to watch videos. Take a page out of Cvent's best practices  - I did! For my live-in-person event, I would send a weekly "Know Before You Go" email with logistics info. Then on the actual DAYS of the event I would send a "Daily Connection" email with a summary of what was happening that day, highlighting the most important sessions.

    For the Know Before You Go emails, which I typically do for 6 weeks in advance, you could send people to a short (1.5 to 2 minute) video to demonstrate a piece of the Virtual Technology you are using. That way they are familiar. For the last Know Before You Go,  make that a summary, i.e., "Be sure to have watched these short videos to have the best experience at this virtual event."


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    Brenda Ainsburg
    Channel Program Manager
    brenda.ainsburg@siemens.com
    Siemens Aktiengesellschaft
    United States
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  • 3.  RE: Huddle of the Week #2: Engaging with Non-Tech Savvy Attendees

    Posted 24 days ago
    You are either comfortable with tech, or you are not. Contrary to belief, it is not an older generational thing ;).
    Like @Brenda Ainsburg said, most people can handle emails and clicking on a link. Sometimes you do need to hold their hand​ a bit, but they get the hang of it.

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    Steven Schlossman
    Jack of all trades. Master of none.
    BMW Car Club of America
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  • 4.  RE: Huddle of the Week #2: Engaging with Non-Tech Savvy Attendees

    Posted 22 days ago
    In response to @Steven Schlossman's assessment, almost regardless of their job/career, people vary widely in their comfort with and use of technology.

    I know nurse practitioners with literal doctorate degrees who can barely handle their smart phones and teachers who struggle with technology - and they are teaching very tech savvy kids for the last 20 years. Even people who sell advanced engineering products can struggle with web interfaces and phones.

    So communicate in small, digestible bites with regular frequency.

    Nothing disincentives me more than receiving an email as long as an instruction manual with no white space.

    Short and Sweet and To The Point, please...

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    Brenda Ainsburg
    Channel Program Manager
    brenda.ainsburg@siemens.com
    Siemens Aktiengesellschaft
    United States
    ------------------------------



  • 5.  RE: Huddle of the Week #2: Engaging with Non-Tech Savvy Attendees

    Posted 28 days ago
    You could provide them with step-by-step instructions, similar to a training document, communicate, offer videos and support assistance.

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    Andrea Timbes
    CRM Administrator & Lead Catcher
    Visit Fort Worth
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  • 6.  RE: Huddle of the Week #2: Engaging with Non-Tech Savvy Attendees

    Posted 26 days ago
    One word.   Patience.  This helps avoid the frustration a non-techie may be feeling.

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    Edward House
    App and Tech Supprt
    Virginia Association for Supervision and Curriculum Development
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  • 7.  RE: Huddle of the Week #2: Engaging with Non-Tech Savvy Attendees

    Posted 25 days ago
    I like Brenda's Daily communication idea. It is always good to over communicate. For those struggling even then, we would pop onto a screen share and walk them through it that way. We found if we can not assist in person, it is best to do it over the phone. The extra added TLC really goes a long way.

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    Coy Rushton
    Graphic Designer
    Primary Residential Mortgage
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  • 8.  RE: Huddle of the Week #2: Engaging with Non-Tech Savvy Attendees

    Posted 22 days ago
    As many others have said, utilizing email to plot out instructions is great. I've learned that using icons consistently within an email and also within your platform help someone that might be a more visual learner. Additionally, making the "help" section of the online platform very easy to find alleviates the stress of seeking out help. We are all very used to chat feature on many websites, and even with internal business communication. Never underestimate the power of instant communication to help someone through a customer service experience involving tech.

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    Beth Vriesen
    Director, Support Services
    ALTOUR
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  • 9.  RE: Huddle of the Week #2: Engaging with Non-Tech Savvy Attendees

    Posted 22 days ago
    Edited by Steven Schlossman 20 days ago
    I also utilize screenshots and detailed instructions in emails. Especially when directing attendees when they need to go back to modify their registration, Just need to take in account, desktop and mobile devices.

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    Steven Schlossman
    Jack of all trades. Master of none.
    BMW Car Club of America
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  • 10.  RE: Huddle of the Week #2: Engaging with Non-Tech Savvy Attendees

    Posted 20 days ago
    Our internal teams host trainings that include calls to personal cell phones, landlines (yep!), and walking the less tech savvy clients through the basics to get onto a Zoom meeting or into our event platforms. We also have a digital toolkit that is reviewed through Zoom once our clients can access a Zoom meeting. We train from the ground up if necessary and even have a technology 'play book' to offer .pdf file copies or mailed/printed copies to those who need the help.

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    Amanda Adams
    Mid-Atlantic Territory Client Services Coordinator
    Cognia, Inc.
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  • 11.  RE: Huddle of the Week #2: Engaging with Non-Tech Savvy Attendees

    Posted 19 days ago
    I hand picked 4 of our... less tech-savvy members and used them for testing everything tech for our conference! It was easy to identify 4 people who I knew would struggle just from previous communications regarding tech! Once identify, I reached out to each by good ol' telephone. I asked them if they had considered attending our virtual conference (2 said yes, two said probably not because it sounded too hard) and then I spoke to them about what I had in mind for them. 

    Basically, they would get free registration ($300+ value) for simply doing what everyone else would do, but then providing me with all the feedback. I had one person attempt to register with no help and he was instructed to only email for assistance using the conference registration "contact us" function. He actually worked it all out with no need to use the contact us (yay!) but he did give me some great feedback. The second person I gave the same instruction as the first so I could again test the "contact us" function. She did send an email asking a few questions and I was able to email back a response and she continued with her registration, no problems. The third and forth people I setup a call with and had them talk through everything they were doing as they were doing it. I told them ahead of time that I would give limited help as I wanted to see how long it took them to work things out for themselves. 

    All in all - my testing worked out great and I got two really valuable things from it: 1. Some of the language we were using was clear and by having people technically challenged going through the process, it was very clear to see what edits I could make to help the process progress smoothly and 2. It gave me some great items to add to our FAQ's and other informational content on our conference website. My 4 testers were all very happy to help and appreciated that I had thought about the struggles they may have had - The obviously appreciated saving the cost of their registration!

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    Sharna Pascolo
    Program Director
    Texas Society of Architects
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  • 12.  RE: Huddle of the Week #2: Engaging with Non-Tech Savvy Attendees

    Posted 14 days ago
    I like Brenda's suggestion of "know before you go" information. Of course, most people won't bother reading it prior to the event, so having a live "tech support" person available in chat or some other way can really help the tech-averse navigate and get the most out of the virtual experience. Ideally, I would love to be able to log into someone's computer to get them where they want to go quickly (something that has been helpful with my mother as I help her learn technology), but of course, that would be quite a stretch!

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    Lori Wildman
    Senior Marketing Manager
    DuCharme, McMillen & Associates, Inc.
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  • 13.  RE: Huddle of the Week #2: Engaging with Non-Tech Savvy Attendees

    Posted 11 days ago
    Danielle, 
    Thanks for starting this conversation, I sure did enjoy reading everyone's comments and thoughts! Great read!

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    Colleen Beck
    Director of Sales & Marketing
    The Westin Tampa Bay
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  • 14.  RE: Huddle of the Week #2: Engaging with Non-Tech Savvy Attendees

    Posted 10 days ago
    I also sometimes do a soft launch to the registration to a select few of my most vocal critics. :)

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    Steven Schlossman
    Jack of all trades. Master of none.
    BMW Car Club of America
    ------------------------------



  • 15.  RE: Huddle of the Week #2: Engaging with Non-Tech Savvy Attendees

    Posted 8 days ago
    We have found that with more restaurants opening and implementing QR code menus, that our non-tech savvy event participants have picked up on how to work QR codes better-- because of that we were able to put our Covid consent and safety/waiver online and use a QR code to mitigate exposure risk of collecting pens and papers. Using the integration of GoTo has helped make things more streamlines as well so there arent registration emails coming from cvent, GoTo, and our team.

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    Hannah Humke
    Event Marketing Specialist
    Cochlear Limited
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  • 16.  RE: Huddle of the Week #2: Engaging with Non-Tech Savvy Attendees

    Posted 2 days ago
    I would first send a brief, user-friendly survey to gauge how comfortable the audience is with the technology and then use the results to determine my strategy. If the number of non-tech savvy is minimal, then I might just reach out to those folks directly and offer a quick, hands-on training and answer any questions they may have prior to the main event. If the numbers are more significant, then I would step up the communication and provide a document with step-by step instructions and plenty of screen shots.

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    [Nikki] [Burn]
    [Travel Technology Administrator]
    [Maxim Healthcare Group]
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