STAGE 6: DELIVERING YOUR ENGAGEMENT
How to manage
online logistics
This guide is based on our experiences setting up and
running a variety of different online participatory processes.
Different kinds of engagement processes require different logistics for an online event but this guide covers the key components of; selecting a platform and collaborative tools, staffing and roles for online processes in particular the production role, engaging people online, accessibility online, and key practical elements to plan for.
Why?
A well planned online event is essential to supporting the participants and the process. It supports participants being able to feel safe and know that they are part of a considered process that is professional, with staff who understand the tech and support participants to use it, and generates an informal and supportive atmosphere. Thinking through logistics in the planning stage enables you to meet this.
Platforms and collaborative tools
- Zooms and Teams are the main options available for participatory processes online as they are straightforward to use and participants can be put into small groups (breakout rooms).
- There are a variety of online tools that can provide a collaborative workspace similar to using a flip chart at an in person event.
- These tools can either be used by a facilitator who shares their screen and dynamically captures the conversation, or access can be given to participants so they can directly add comments/ideas etc.
- If you are giving participants access to the workspace you should offer a short familiarisation session before your event and a code of conduct.
- Different collaborative spaces have different strengths, for example some give the possibility to zoom out and move between different work areas, while others focus on simplicity.
Plan your staffing and roles
We recommend the following roles for online engagement processes:
- A lead facilitator, who is ultimately responsible for the whole process. Their role is to guide everyone through the process according to the facilitation plan and timings, to lead the sessions where everyone is together in the main room, to support breakout facilitators, and to liaise with and support speakers.
- Breakout room facilitators: This means one facilitator per 8 participants maximum, to lead the process when in small groups
- Production: This role makes sure the online platform runs smoothly. It includes checking settings, giving presenters and facilitators technical permissions, creating and managing breakout rooms, moving people between rooms if needed, sending messages to facilitators about when to close rooms, spotlighting (and recording) speakers, and handling any other tasks to keep the process running smoothly online.
- Support: This role can work alongside production and helps with any tech issues participants may have during the process. A facilitator might flag the issue if a participant is struggling, it may be obvious, or a participant might contact them directly by text or email. The support person will usually call the participant outside of the online call to help fix the problem. It’s also important that the support person can handle non-tech issues, like a well-being concern.
- Both technical and support roles are vital to an online space and you ensure there are enough of these roles to cover your engagement process.
- Optional note taker: This role supports breakout room facilitators by note taking so they can focus on guiding the group conversation to meet the aims.
Engaging people online
Online engagement can suit some people as they can take part from the comfort of their own home, and some people prefer the structure and format of online sessions. However it’s important that you plan your online engagement process to fit with the online environment otherwise it will not work well. The key things to consider here are:
- Co-create conversation guidelines that are clear about the online context. Some specific conversation guideline considerations online include particular importance of not talking over each other and being fully present, putting away phones, turning off email notifications and other distractions, along with ensuring participants get away from the screen during breaks.
- Options for sharing information with participants can be more limited online and it is much harder to share information in an interactive way. Information sharing online is usually in the format of presentations.
- These should be kept to a maximum of 10 minutes and work best when accompanied by simple but engaging and relevant slides that act as visual prompts. Overwhelm can be a problem with too much, and you should consider this when briefing in your speakers or those designing presentations.
- Facilitators should be familiar and comfortable with online facilitation and the specific tools and approaches that work best online.
- Body language and other subtle cues are much harder to read online. Facilitators should therefore be sensitive to signs of discomfort, wanting to contribute but not feeling confident, or any other participant needs.
- Ask participants in advance what device they would be joining with. They should be using a screen no smaller than a tablet to participate and it is better to use a laptop to allow easier switching between tabs. You should consider a budget to loan devices to participants whose device is not appropriate.
Planning for accessibility
All events should have an onboarding process that should support participants to disclose any support needs they have. For online events it should also support participants to describe their level of familiarity with the tech that you will be using, and their general level of confidence in doing so.
You may need to provide training or support for participants unfamiliar with tech or the platforms you are using in advance. It may be useful for those in the tech and support roles to run these calls, to build up familiarity with the technology and with the participants.
Practical considerations and the production plan
So that the event runs smoothly, the support team and design lead should create a production plan with timings that runs alongside the plan of engagement activities.