http://www.redbackconferencing.com.au/

INTRODUCTION

2013

There’s no doubt that the Australian conferencing space has grown significantly over the past few years. The introduction of technologies such as smart phones and tablets along with a push to cut down on corporate travel and cost expenditure, increase stakeholder engagement and recognition of our impact on the environment have all contributed to an increase in the use of online communities – a place where we can all easily meet, present and collaborate at a distance.

So here’s where we’re at - the benefits have been recognised, the business case has been proven and the applications are abundant. In spite of this, there’s still a long road ahead.

When it comes to conferencing solutions such as tele and web conferencing, webinars and webcasts, the land down under is still very much in the early stages of adoption.

While we have some of the world’s best technology at our fingertips we don’t necessarily have the knowledge and education required to make our online events and business meetings as successful as they actually could be.

Sure, we’re constantly being bombarded by blogs and opinion pieces from the States, but what research has actually been undertaken in Australia? In a land known for its size, how can we leverage these bright and shiny technologies to effectively meet at a distance? How do we consistently inform, educate and inspire when it comes to online conferencing technologies and how do we communicate best practices and ensure that we’re moving in the right direction? And more importantly, as a conference organiser how are we supposed to know what does and doesn’t work?

This is where it all changes. The aim of The Redback Report is to shine a light on the conferencing landscape within Australia and provide insights and experience from those who have done it all before.

We surveyed those who have been attendees on either a tele/web conference, webinar or webcast and asked them the questions that we constantly ask ourselves when organising online meetings and events. When is the best time to hold a webinar? And do interactive tools such as polling and Question and Answer sessions really make that much of a difference

JEFF DOWNS

CEO - REDBACK CONFERENCNG

when it comes to creating an enjoyable webinar experience?

These questions, along with many others have all been answered. We’ve covered it all... from access to frequency, from importance to opinion!

It’s evident from the findings that when it comes to webinars and webcasts respondents have had both positive and negative experiences and more importantly, they have been willing to share these experiences. We hope you find the information presented in this report valuable and hope that it contributes to the way in which you will plan, market, host and report on your online meetings and events in the future.

Happy Conferencing,Jeff Downs

ABOUT ACCESS

2013

IT’S AN ONLINE WORLD...

It’s evident that the majority of respondents are spending a large chunk of their day on the web with 53% spending at least 2-5 hours a day online. It should then come as no surprise that advertising any upcoming events via a range of online marketing channels such as your website, email marketing or AdWord Campaigns is the perfect way to attract registrations to your webinars and webcasts. However, it’s important not to alienate those who may be spending less than 1 hour online per day (11%). Remember to consider your audience and any alterative channels that may be available to you.

WE’RE STILL STUCK TO THE DESK... BUT NOT FOR LONG!

The traditional desktop computer appears to be the most popular way to access the internet (68%), followed closely by the laptop (25%), however, expect this to shift. Recent surveys* predict a substantial increase in smartphone and tablet usage in 2013. Smartphone ownership is expected to increase from 76% to 84% while tablets will soon be in the hands of 70% of Australians – that’s a 30% increase! So what does this mean for you?

It’s important to consider these figures when marketing and hosting your online events. Ensure your email campaigns and registration sites are accessible on these devices and look to webinar providers that can cater to a range of tablets.

*Source: AIMIA. The Australian Mobile Phone Lifestyle Index. Oct 2012

HOWMANY HOURS DOYOU SPEND ON THE INTERNET

11%

32%

1 HOUR

4-8 HOURS

4%15 HOURS +

53%2-5 HOURS

HOWDOYOUACCESSTHEINTERNET

SMART PHONE

3%TABLET

4%LAPTOP

25%DESKTOP

68%

HEALTHCARE/ MEDICAL

GOVERNMENT/COMMUNITY SERVICESEDUCATION/

TRAINING

MARKETING/COMMUNICATIONS/STRATEGY

OTHER TRADE/REALESTATE/ ENGINEERING

ADMIN/RETAIL/TOURISM

24%

18%

16%

17%

6%

7% 5%SCIENCE/

SPORT/CONSERVATION

4%

FINANCIALSERVICES/

LEGAL

3%

YOURINDUSTRY IS...

YOURSECTOR IS...

90% AN EMPLOYEE

A BUSINESSOWNER

10%

YOURROLE IS...

EDUCATION

CORPORATE

GOVERNMENT

NOT-FOR-PROFIT/ASSOCIATION

CHARITY

7%

17%

12%

63%

1%

ABOUT ACCESS

2013

HOWOFTEN DO YOU JOIN...WEB CONFERENCES, WEBINARS OR WEBCASTS

MONTHLY

10 TIMES +

ONLY ONCE

NEVER

8%

30%

11%

4%

QUARTERLY

WEEKLY

1%

1%

ANNUALLY 45%

OH DEAR..

HOWOFTEN DO YOU JOIN...TELECONFERENCES

ANNUALLY

WEEKLY

QUARTERLY

ONLY ONCE

5%

30%

19%

4%

NEVER

DAILY

4%

3%

MONTHLY 34%

ONCE + 1%

WHAT?

WHYDO YOU JOIN... ONLINE MEETINGS

LEARNINGAND

EDUCATION

27%

PROFESSIONALDEVELOPMENT

27%

BUSINESSMEETINGS

25%

PERSONALDEVELOPMENT

19%

PRODUCTLAUNCHES

2%

TELECONFERENCING STILL HAS IT...

The comparison between the frequency of teleconferencing vs. online meetings is not surprisingly disparate. Teleconferencing is much more of a traditional medium with 34% of respondents using it monthly compared with 8% using online methods. While this figure is set to increase by 2014, it’s important to recognise that webinars and webcasts are still very much in the early majority phase of the adoption lifecycle and that many are still coming to terms with not only how to use the technology, but how to use it effectively and maximise ROI.

THE WHY...

We like to say that the uses for online meetings are as large and wide as an organisations imagination. While business meetings have always been a common application, learning, education and professional development appear to represent the majority.

The high percentage of those partaking in online meetings for educational purposes may be due to the large amount of respondents belonging to the Not-for-Profit/Association space. Online mediums are becoming more commonplace in this sector with many of them choosing to communicate to their membership base via webinars or the webcasting of annual exhibitions and events.

While the 2% of respondents using online meetings for product launches is quite surprising, it does indicate room for growth. We predict that the this application will increase as the need for webinars and webcasts becomes more prevalent in the private sector. Other responses included delivering sales meetings, training interstate employees and lead generation activities.

YOUR THOUGHTS

2013

WHATIS THE PLUS SIDE OFTELECONFERENCES, WEBCONFERENCES, WEBINARS + WEBCASTS

$CONVENIENCE COST

EFFECTIVENESS

35%TIME

30% 35%

WHATMAKES WEBINARSENJOYABLE

WHATMAKES WEBINARSNOT SO ENJOYABLE

THE PLUS SIDE OF CONFERENCING...

One of the things many organisations struggle with when building a case for implementing conferencing solutions is conveying the benefits – what’s in it for me? When it comes to the three main advantages, these results indicate quite an even spread. Other responses included the potential for greater coverage, increased practicality, accessibility to a wider range of experts and the elimination for the need of child care!

On the other side, many expressed the disadvantages that they had experienced as an attendee on either a web conference , webinar or webcast; these included not being able to visually communicate with presenters, being easily distracted by other work commitments and lack of quality internet connection.

Bring on the NBN we say!

ENJOYABLE VS. NOT SO ENJOYABLE...

...choose your speaker carefully

When it comes to hosting webinars and webcasts your to do list is no doubt great - where do you actually start and what should you focus on? While getting the technology right and gaining registrants is critical, our respondents suggest that the most enjoyable webinars and webcasts contain interesting and engaging content and experienced and passionate presenters. In fact, these two components appear to play a greater role in the enjoy-ability factor than having an easy joining process or high level of interaction.

However, when asked what made webinars and webcasts not so enjoyable, technology rated highly (21%) alongside the personality of the presenter (25%).

While all facets of a webinar are important, it appears that getting the technology, content and presenter right is key. It’s therefore crucial to never underestimate the value in testing your platform thoroughly and ensuring that your presenters are trained on both how to use the system and best practices when it comes to delivering online presentations vs. face to face presentations.

22%

CONTENT INTERACTION PRESENTER EASE OF JOINING

PRESENTATIONFACILITATOR SEAMLESSTECHNOLOGY

10%10% 24% 10%11% 13%

12%

CONTENT LACK OFINTERACTION

PRESENTER DIFFICULTYJOINING

PRESENTATIONFACILITATOR DIFFICULTTECHNOLOGY

12%9% 25% 7%14% 21%

THE BIG QUESTIONS

2013

WHAT’SYOUR OPINION ON WEBCAMS

44%GREAT!

22%NOT SO GREAT34%

JUST OKAY

FAC

ING

IT...Y

AY/NAY?

WHEN’STHE BEST TIME TO HOLD A WEBINAR

LUNCH

EARLY-MORNING

MID-AFTERNOON

LATE-AFTERNOON

EVENING

22%

7%

17%

5%

8%

MID-MORNING 41%

THE EARLY BIRD SEEMS TO GET THE WORM...

Tick Tock… when should you hold your online meetings and events? Let’s be honest, you are never really going to be able to please everyone, but, with a little advice and trial and error you will eventually be able to find that sweet spot!

Over the past few years the term Lunch n’ Learn has managed to sneak its way into our vocabulary… the concept is simple really, you take an hour out of your day, snack on a

TO SEE OR NOT TO SEE?

It’s one of the most common questions… how much value do webcams actually add to online meetings? While this is highly dependent on your industry, audience and type of meeting, sometimes it’s nice to get a general opinion.

While the figures aren’t skewed one way or another, it appears that the majority actually favour the ability to see who’s talking. Our experience suggests that this is particularly true when it comes to one to many webinars as opposed to collaborative web conferences. The multiple ‘talking heads’ approach should be reserved for desktop videoconferencing applications rather than used in conjunction with presentations and live desktop sharing. Consider using one or two webcams during webinars to increase the engagement levels between your presenter and audience.

They’re the questions that keep getting asked – when should you hold your webinar, how do you know if people are actually listening and should you include webcams?

sandwich and learn a thing or two. While lunchtime is still considered a convenient time to join online meetings and events (22%), it appears that the mid-morning time slot is the most popular with a whopping 41% claiming they prefer it. Many respondents stated that this was the perfect time of the day as it gives you time to grab a coffee, set up your day, filter through your inbox and still be fresh enough to concentrate on a presentation.

But what about those late night owls? It makes sense to get the job done, go home and then sit down to a webinar with a lamb roast, right? Apparently not for all, here’s why...

Some respondents felt that if they’re partaking in professional development, their employers should acknowledge this and allow them time to grow and develop during the working day. Others said that if they participate at home during the evenings then they don’t really have the opportunity to discuss anything with their colleagues immediately after and they could run the risk of being distracted by family, phone calls etc.

Our advice? Remember that each industry and audience will have different opinions on their preferred times. Research and trial as much as you can before committing to a large webinar series.

BE HONESTDO YOU SECRETLY CHECK YOUR EMAILS WHEN ON A... WEB CONFERENCE, WEBINAR OR WEBCAST

NO 10%

YES 90%YOU’RE

NAUGHTY

WHATSKILLS DO ONLINE PRESENTERS NEED IN ORDER FOR THEM TO BE MEMORABLE

20% 19%10% 12% 21%18%KNOWLEDGE ENTHUSIASM PASSION PERSONALITYTONE OF VOICEGREAT PPT

FORGET ME NOT...

So far we’ve discovered that engaging and passionate presenters make online meetings and events enjoyable… but what does it take to make a presenter memorable? This is perhaps more important than you think - online events are on the increase and more and more inbox’s are being flooded by invitations to the latest and greatest ‘how to webinar’… this means that your webinars and presenters need to stand out.

As expected, knowledge (20%) and enthusiasm (19%) came in quite highly with tone of voice sneaking in at 18%. But when it comes to being memorable, personality (21%) has it!

Our tip… keep PowerPoint presentations (10%) simple and focus more on encouraging your presenter to let their personality shine through! Ensure they are familiar with the technology, comfortable with the platform and are able to relax and treat it as any other event!

YOU’RE A SNEAKY BUNCH...

How distracted are your attendees when viewing presentations online? A huge 90% of respondents claim that they have checked their emails while being on either a web conference, webinar or webcast. So how can you combat this? Apart from ensuring that you have a ‘knowledgeable’ presenter with loads of ‘personality’, try incorporating interactive tools such as polling, Q&A sessions and webcams to take the engagement level up a notch!

And to the other 10%, well aren’t you just model attendees!

CONTINUED...

2013

WHAT% OF EVENTS WERE FREETO ATTEND

100% 65%

50% 29%

0% 6%

FREE VS. PAID..

Chances are you would have received at least one email invitation over the past week for a free educational webinar, in fact, many of you would probably have received a lot more than one! With 65% of respondents stating that 100% of the webinars they have attended have been free of charge, what does this mean for paid events? We think it means opportunity!

Paid events aren’t half as common as free events meaning that if you are offering paid professional development or education, you are not penetrating a saturated market. Get in there quick, develop a pricing strategy and stick to it!

HOW IMPORTANT...

2013

HOWIMPORTANT ARE INTERACTIVE + ENGAGINGTOOLS

NOT

SOMEWHAT

EXTREMELY

14%

57%

29%

HOWIMPORTANT IS THESOUND QUALITY

NO

T

1%

EXTR

EMEL

YIM

PORT

AN

T

98%

SOM

EWHAT1%

WEHEARYOU

HOWIMPORTANT IS MAKINGTHE REGISTRATION PROCESSEASY + SIMPLE

NOT IMPORTANT AT ALL

SOMEWHAT IMPORTANT2%31%

EXTREMELY IMPORTANT 67%

HOWIMPORTANT IS THE EVENT STICKING TO THEAGENDA + TIME

NOT IMPORTANT AT ALL

SOMEWHAT IMPORTANT12%

62%

EXTREMELY IMPORTANT 26%

HOW DO YOU INCREASE IT?

Never underestimate the format of your presentation and never overestimate the attention span of your audience!

The aim of any online meeting or event is to keep your audience online for as long as possible.

Interactive and engaging tools such as live Q&A Sessions, polling and multimedia files can greatly assist with this; just remember to keep them timely and relevant!

HOW CAN YOU IMPROVE IT?

We think 98% says it all! Always set expectations when it comes to sound quality and always have a plan B! Inform your audience that in order to have great sound quality, they must have a great internet connection. Consider using teleconferencing as a backup audio option when it comes to delivering webinars.

HOW CAN YOU SIMPLIFY IT?

Easy… keep it simple! Keep your registration pages short and sweet and only ask for the information that you require. Remember… you always have during and after your webinar to capture the rest!

HOW CAN YOU ENSURE YOU STICK TO IT?

Practice, Practice, Practice! Always ensure your presenters rehearse and time each section. Consider using a facilitator to keep your webinars on track and to the time limit!

HOWIMPORTANT IS ANON-DEMAND RECORDING OFTHE WEBINAR

NOT IMPORTANT AT ALL

SOMEWHAT IMPORTANT5%35%

EXTREMELY IMPORTANT 60%

WHY IS IT SO IMPORTANT?

On average free webinars attract an attendance rate of 50%, so think about the other 50%... How do you ensure that you cater to them? On-demand recordings not only make everyone happy, they help create libraries of content which is invaluable for marketing purposes and your Search Engine Optimisation!

We asked our respondents to rate how important they feel the following aspects of web conferences, webinars and webcasts are... here’s what they said.

THE WISHLIST

2013

A presenter who answers

questions ”“ MY

Attendees

sharing relevant

info and ideas

with others ”“Ability to

stop and start

(replay) in real-time ”

“Content,Content,Content! ”

“

Dynamic and

thought provoking presenters ”

“Excellent

sound

quality ”“

The

opportunity to un-mute,

contribute and get involved ”

“

We asked respondents to imagine that they had the ability to attend the perfect webinar - here’s what they said they would want to experience...

Fun, imaginative and

engaging presenters ”

“

Quick

registration

process with clear

guidelines on next

steps ”“

Live chat encouraging

Q&A ”“

Interaction with conference group/presenter”“

Super-fast

internet for

all involved!”“

PanelPresentations

”“

Less reliance on PPT and more

on interactive tools! ”

“

Highly skilled support

and facilitation ”

“Secure

hosting of

webinar

recording ”“

THE MOMENTS.. .

2013Hey, we’ve all been there! Those slightly embarrassing and awkward moments that make you want to crawl under your desk and scream nooo! Here at Redback we thought we’d share some of our best bloopers as well as some lessons learnt...

DINESH BEHL BUSINESS DEVELOPMENT MANAGER

It had to happen on a chilled out Friday afternoon at Redback HQ. I was on a very important after-hours demo with my webcam on showing off our new platform to a potential client. A colleague of mine stepped into the view of the webcam displaying a cheeky smile and beer in hand! Lucky I’m a charmer!

WHAT

LESSON LEARNT

Be mindful of your surroundings.

TODD BARNSLEY CLIENT SUPPORT REPRESENTATIVE

A while back, a presenter bent down to plug in his lap-top while he was presenting from one of our webinar studios. While down there he managed to split his trousers right down the middle, revealing a pair of bright red of briefs. Highly amused, he then proceeded to jump onto the webinar chat feature to describe the event to one of his friends who was also logged in. Unfortunately he sent his rather colourful description to all of the 150 participants!

WHAT

LESSON LEARNT

Use the webinar chat feature wisely.

MICHAEL BUNKER PRODUCT MANAGER - EVENT SERVICES

I was managing a live webcast and everything was going fine and dandy, until the very last 5 minutes... One of the presenters phones started ringing while the other presenter was mid-way through their Q&A session - let’s just say it resulted in a few red faces!

WHAT

LESSON LEARNT

Always make sure your phone is on silent.

SARA GONZALEZ MARKETING MANAGER

A few years ago we had an extremely charismatic presenter hosting a webinar for us. Half way through he suddenly went silent and all you could see were mime–like actions coming through the webcam. It turned out he was speaking through a cordless telephone and the battery went dead… luckily, he had his mobile on hand which was fully charged!

WHAT

LESSON LEARNT

if using a telephone line, always use a landline or charged phone!

NATALIE BARRETT ACCOUNT MANAGER

I recall being on a web conference with a client of mine a few months back. Five minutes into the conversation (while I was going through my fabulous thoughts and ideas for their upcoming meetings) I realised my phone was on mute!

WHAT

LESSON LEARNT

Pay attention to your touch tone commands.

GAVIN HUNT EVENT CO-ORDINATOR

I’ve worked with many presenters, but one really stands out. He was to present from his home office and assured me that he had everything covered... Except the dog, and the cat, and the call waiting! The funniest thing was, as the background noise increased, so did his voice. It was like a battle of the barks, beeps and well... more barks!

WHAT

LESSON LEARNT

Find a quiet location to present from.

P: 1800 733 416 E: info@redbackconferencing.com.au W: www.redbackconferencing.com.au

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