Dr. V.K.Maheshwari, M.A. (Socio, Phil) B.Sc. M. Ed, Ph.D.
Former Principal, K.L.D.A.V.(P.G) College, Roorkee, India
A teleconference is a meeting of three or more people who are separated by distance, using electronic communication. The participants might be in the same city, or could be thousands of miles apart, in different countries on different continents. It is a live exchange and mass articulation of information among several persons and machines remote from one another but linked by a telecommunications system. Terms such as audio conferencing, telephone conferencing and phone conferencing are also sometimes used to refer to teleconferencing.
Meeting conducted by use of telephones or cell phones without requiring attendees to be physically present in the same physical area. Teleconferences are usually of a business nature and may require a facilitator or party leader to lead the meeting. They are useful for institutions operating in multiple locations or in various countries where not all members can be physically present in the same location.
At its simplest, a teleconference can be an audio conference with one or both ends of the conference sharing a speaker phone. With considerably more equipment and special arrangements, a teleconference can be a conference, called a videoconference, in which the participants can see still or motion video images of each other. Because of the high of video and the opportunity for larger and multiple display screens, a videoconference requires special telecommunication arrangements and a special room at each end. As equipment and high-bandwidth cabling become more commonplace, it’s possible that videoconferences can be held from your own computer or even in a mobile setting. One of the special projects of is to explore the possibility of having teleconferences in which all participants actually appear to be in the same room together. Today’s audio teleconferences are sometimes arranged over dial-up phone lines using bridging services that provide the necessary equipment for the call.
Types of teleconference
The three most common types of teleconference are conference calls (voice only), videoconferences (voice and video), and web-based conferences.
Conference calls. Depending on how many people are involved and the purpose of the conference, these may be conference calls like the ones that many Tool Box users have probably been involved in. A conference call is simply a phone call with more than two participants. It usually requires no special equipment besides a telephone, although speaker phones can be used if there is more than one person at a site .Thus, a small conference call requires only the use of equipment to put all the callers together. A large one may require somewhat more complex and sophisticated equipment and services.
Video conferences. A video conference is one in which two or more groups of people, each at a location equipped for videoconferencing, can see one another and interact, or view a presentation (which, in turn, may originate from yet another location) and, in some cases, respond to it. The equipment used here has, until recently, consisted of video cameras and microphones tied to a live TV feed, creating a need for satellite dishes and other transmission equipment, and for specialized technical assistance.
Computer-based conferences. These are, or can be, similar to videoconferences in that groups of people – or a large number of widely separated individuals, for that matter – can have audio and visual contact. They are different in that video transmission takes place over high-speed Internet lines, and requires some basic – and largely programmable – equipment and appropriate software.
There are two ways to conduct a video conference of this type. One is to rely on computers for video and data transmission, while the audio comes through speaker phones via a conference call. The other is to use high-speed Internet lines for audio transmission as well, through VoIP technology (digitized telephone messages that are transmitted over the Internet).
PURPOSE TO ORGANIZE A TELECONFERENCE
The obvious reason to organize a teleconference is to gather a group of people who might otherwise have to travel long distances and spend large amounts of time to meet in person.
Collaboration on countywide, national programs or initiative: Teleconferences for this purpose may be organized by county, state, or national government agencies for funded programs, by foundations or other funders, or by the collaborating organizations or individuals themselves. Teleconferencing can allow participants in programs in different localities to share experience and ideas, collaborate on community-based participatory research. Extension of the reach of an important speaker, awards ceremony, annual meeting, etc. An important event whose audience would otherwise be limited by time, expense, or the size of the available space can be transmitted to any number of people through electronic communication.
Professional development: Often teleconferences can serve as vehicles for ongoing professional training. Many state agencies – library commissions, departments of education, use teleconferences for the professional development of staff members of organizations that they fund.
Education and distance learning: While online universities are another form of distance learning, their courses usually don’t take place in real time. Individuals work on their own schedules, and interaction is by e-mail or online forum, so that these courses are not examples of teleconference use. In classrooms, teleconferencing can be used to connect students in different schools, or even different countries. Organizations from around the state or country may use a teleconference to pass on practices that have worked for them and get new ideas for their work:
Medical consultation. Increasingly, medical professionals and patients may consult with faraway specialists or interdisciplinary teams of physicians through video- or web-based teleconferencing. Rural health centers and developing-world clinics can thus have access to a level of diagnostic help usually found only in well-staffed hospitals in sophisticated urban centers.
Efficient Electronic delivery possible: Electronic delivery is more efficient than physically moving people to a site, whether it is a faculty member or administrator. Through any origination site in the world. Larger Audiences: More people can attend. The larger the audience, the lower the cost per person.
Enough Time Saving is possible: Content presented by one or many sources is received in many places simultaneously and instantly. Travel is reduced resulting in more productive time. Communication is improved and meetings are more efficient. It adds a competitive edge that face-to-face meetings do not. Costs (travel, meals, lodging) are reduced by keeping employees in the office, speeding up product development cycles, improving performance through frequent meetings with timely information.
Good Security: Signals can be encrypted (scrambled) when it is necessary. Encryption prevents outside viewers. Provides a shared sense of identity. People feel more a part of the group…more often. Individuals or groups at multiple locations can be linked frequently.
Immediate decision possible: As computer files can be viewed and/or manipulated by a number of people as the conference goes on, an immediate decision can be made.
ORGANIZING A TELECONFERENCE
In some ways, organizing a teleconference is similar to organizing a conference, but the inclusion of technology makes the process easier in some ways and harder in others. Technology has made distance irrelevant .As easy as teleconferencing is, however, it is an art to making make it go smooth. As we’ve already mentioned, organizing also varies depending on whether you’re doing it at the initiator level or the host-site level.
Determining the objectives and content area(s) of the teleconference. If the conference is one of a regular series – staff meetings, staff/professional development, ongoing training – you might want to ask participants what they want or need. Before a conference-call staff meeting, clarify Your objective: Determine what you will deal with during the teleconference. Each item on the agenda should take you closer to achieving your goal.
Choosing a date and time for the conference. If possible, try not to get too much input on the schedule – it’s almost impossible to pick a time that’s convenient for everybody. Consider where the participants are located, and pick a time that’s most likely to be convenient for the most people. The teleconference shouldn’t conflict with other events or important dates. It should generally be scheduled during regular working hours.
Identify audience and Issue Invitations Another important step in organizing a successful teleconference is to invite those people who really need to be there…and no one else Especially if space is limited, the host site may place restrictions on eligibility for the conference, accepting only people in certain positions in an organization, for instance, or only people with certain credentials.
When you invite people to a teleconference, it’s crucial to let them know why it’s worth their time. Send out an agenda that includes your purpose statement as well as the names of everyone you’re inviting. Ask participants who are responsible for specific agenda items to come to the meeting prepared to present and answer questions. And fill everyone in on the logistics: Do participants need to call in? Or will someone call them?
Choosing appropriate technology Skype is one of the easiest tools to use for teleconferencing. Google Hangouts are another. However, there are also services that provide an operator and/or moderator. You might want to consider using one of these services if you’re dealing with executives who are pressed for time, people who are not tech-savvy, or such a large number of people as to be unmanageable without a moderator.
For their part, the hosts have to make sure that they have the necessary equipment on site and properly installed, so that they can receive and send back whatever is necessary.
Organize and prepare host sites: This step covers both technical and physical preparation. In the case of the former, it’s necessary to ensure that all the appropriate technical equipment is either already present and properly hooked up, or to arrange for its installation in time for the teleconference. In the latter case, you’ll need to consider both the number of people, and the nature of the conference.
Preparation applies to both the initiation point and host sites. If a presentation is originating from one site, that site will have to be set up so that the presenter and any presentation aids (whiteboard, charts and graphs, video or audio clips, etc.) are visible and audible. If the presentation is interactive, the presenter should easily be able to see and hear the audience at distant sites.
At host sites (including the initiation point), you’ll want to attend to typical hospitality, including room arrangements, materials, food and drinks, and restroom facilities.
Depending on the nature of the teleconference, you may need one or more host sites. These sites may need no special equipment beyond telephones or a speaker phone, or may need such things as multiple PC’s, large monitors, LCD projectors, cameras and microphones, or document readers. Host sites may also need comfortable chairs and writing surfaces for a group of people.
Assign a Conference Organiser. One person should be given the task of booking the video conference , to co-ordinate the date, attendees, sites, and bridge. The first time a person sets up a videoconference is always the hardest. Unless you already own all the appropriate hardware and software and need no external technical assistance, you’ll have to rely on a provider to make the connections among sites, to sell or rent you the appropriate equipment, or to help you run it.
Publicizing the teleconference. This may just be a matter of sending internal memos or e-mails to let people know when the conference is scheduled for, its purpose, and at whom it’s directed.
Part of the registration process should be to register participants who want them for available CEU’s. People should know how many CEU’s they’ll get for the teleconference, and if there are any other requirements in order to get them (returning another form, writing a short paper, etc.) In most cases, host sites should have CEU certificates to hand out to those who have registered for them and attended.
Welcome participants and do the paperwork. Depending on the difficulty of the conference, begin setup of the conference and dialling the sites approximately 15 minutes before starting time.It is strongly advised that all participants arrive at least 10 minutes before the start time, so that their video conferencing codec, camera and microphones are setup properly, and have been given our telephone contact number in case of problems.
Host sites should make sure that all participants know where and when it is, how to get there, where to park, and where to go in the building once they get there.
As people arrive, they should get any materials they need (as well as name tags, if appropriate), and either be checked off on a preregistration list or be recorded as attending, along with their affiliation. If there are evaluation forms or other paperwork for participants to complete, they should receive it as they come in.
Depending on the difficulty of the conference, typically begin setup of the conference and dialling the sites approximately 15 minutes before starting time.
Depending on the number of participants, consider having each participant introduce him or herself .If interaction during the teleconference is desired, consider calling on people to elicit responses from quieter participants. If an online platform is being used, you may ask the participants to document their ideas or share thoughts using the “chat” function of the platform. Online chats can usually be saved to help document the conversation.
Lecturing in Teleconference.This stage allows a single person to speak or lecture for part or all of the conference without interruption. All other participants are placed in listen-only mode, their lines muted so there is no background noise or interruption from them.
Interacting Sessions.This stage is analogous to someone raising his or her hand. During the conference, each participant other than the presenter is placed in listen-only mode. If a participant has a question, they indicate it by pressing a key on the phone, such as the #. The chairperson can then place them into speak mode. The chairperson is usually given the ability to field questions before they are addressed to the group, cutting down on unnecessary interruptions and keeping the meeting running smoothly.
Sub-conferencing. This feature allows participants to break into small groups for discussion, and then rejoin the main conference. Allow participants to respond to, or vote on, questions using their phone’s keypad. These are multiple-choice questions determined by the chairperson and given to the teleconferencing service before the call.
Recording and Rebroadcasting. Phone calls can be recorded to be rebroadcast later, either to clarify what was said during the teleconference or for those who missed the original call completely.
Follow-up and offering Feedback It’s a good practice to give participants a chance to offer feedback on the teleconference. You can fax or mail them a simple form with the date of the teleconference and instructions on how to get the information back to you. If appropriate, you can include your feedback request when you distribute minutes of the meeting.
Your feedback request should include the following inquiries:
1. What additional questions or comments do you have on what was discussed?
2. What topics didn’t we discuss that you would like to see addressed?
3. What suggestions do you have to make future teleconferences more effective?
Some teleconference service providers offer a feature that places a recording of your meeting into a type of voicemail system. Participants, or those who were unable to participate, can call in at any time of day or night to hear the recording. This allows those who were there to clarify anything they have a question or concern about, and those who weren’t there to hear what was discussed.
Follow up on any assignments or activities that participants were to engage in. Make sure people have completed their assignments, received their CEU’s, sent in evaluation forms, etc. You should also be sure to return any borrowed or rented equipment on time.
Evaluating the teleconference. If the teleconference is a training or other presentation, you’ll want feedback on its content and quality – its clarity, usefulness, relevance to the reality of participants’ work, the presenter’s style, etc. Regardless of what kind of teleconference you conduct, however, it’s important to evaluate it in other ways as well. Were technical coordinators able to deal with any problems that came up? Do technical coordinators need specialized training to trouble-shoot this technology, or is a general knowledge of the working of computers and software enough?
• How difficult was it to arrange and schedule the conference?
• Was the provider’s service satisfactory? Did the provider make the process easy, or cause problems?
• Would you continue to conduct/conduct another teleconference?
Analyze the costs, benefits, usefulness, and effectiveness of this teleconference for your purposes. Make whatever changes you can afford in teleconference procedure, format, technology, or use based on evaluation results. And finally, schedule your next teleconference.
Suggestions for a Successful Teleconference
While the service provider you choose will handle the technical aspects of the call, a teleconference doesn’t run smoothly by luck alone. A successful teleconference does require some planning, and the more you organize it, the more seamless it will be. It’s obviously not possible to plan all the details of a teleconference when it’s a last minute or emergency meeting, but here are some things to keep in mind when you do have the time to plan.
Advance Planning
The following steps will help you organize your teleconference in the weeks and days leading up to the meeting.
1. Make a list of all attendees and check to see if their availability on the date and time planned.
2. If the service provider you choose requires a reservation, check with them to see if the day and time you want is available.
3. Decide on what options you will use for your call. Will it be dial-in or dial-out? Will you want it recorded? Refer to the above descriptions for the most popular options available.
4. Contact all participants and give them the date and time of the teleconference. Be sure to specify which time zone you are referring to- a critical point that is often overlooked!
5. If you opt for a dial-in teleconference, provide participants with the telephone number and access code for the call. Also be certain that they have your name and contact information in case there are any problems.
6. Create an agenda for the teleconference. Creating an agenda for your teleconference will ensure that you cover all important topics, and it will help the meeting run smoothly and on time. It will also keep participants focused on the subject at hand, and will help stop them from “drifting off” during the discussion.
If, during the course of the teleconference, a question or topic arises that is not scheduled on the agenda, it’s a good idea to suggest that it be discussed after all topics that are on the agenda have been covered.
When creating your agenda, include not only the topics you want to cover, but also the amount of time you want to spend on each one. This will keep the call from running over the assigned period.
7. If you’re going to provide handouts and supplementary material to participants, send it early enough so that it arrives before the teleconference, and participants have time to read it and generally prepare for the meeting. Include a written agenda of the teleconference, and short biographical information on the participants is a nice addition, especially when people aren’t familiar with each other.
During the Call
You may or may not be the chairperson of the teleconference, however, your primary function is to make sure everything runs smoothly. Here are a few guidelines to help you accomplish this:
1. Always take a roll call at the beginning of the conference so that everyone knows who is involved and listening. If participants don’t know each other, briefly introduce each. You might also include biographical information on participants (such as, their position in the company and specific area of expertise) with any handouts you send.
2. Begin with enthusiasm, setting the tone for an upbeat and positive meeting. This will, in part, determine how engaged and attentive your audience is.
3. Outline the objectives and the agenda of the meeting. Consider giving participants printed copies of the agenda ahead of time so that they can follow along.
4. Give participants the basic rules and guidelines for the call. Cover speaking time limits, instruct them to pause occasionally so that others have a chance to get a word in, and quickly go over the most important etiquette points outlined below (for example, tell them to say their name before they speak, and address questions to a specific person).
5. Organize your presentation and discussion into clear, concise points. This will help participants follow what is being said, as it is possible for them to lose their place in the conversation during a lengthy discussion without visual clues.
6. Keep an eye on the clock to make sure that you are following the agenda you’ve created.
7. Keep track of who is contributing to the discussion and who is not. To engage those who are too quiet, ask them a question or ask for their opinion on the subject being discussed. This forces them to keep up with the conversation, much like when you were back in school and knew you might be called on in class. You might also ask to hear from two people who haven’t already spoken.
8. Pause periodically throughout the teleconference to get feedback and take questions from the other participants.
9. On long conference calls, schedule a 5-10 minute break every hour. The longest call without a break should be around 90 minutes.
10. Before ending the meeting, go around the virtual room and address each person by name asking for any questions or comments they might have as a result of the discussion.
12. End the teleconference clearly. Briefly go over what was discussed, clarify any action the participants need to take, and finally instruct them to hang up.
Making the conference interesting
There are a few simple things you can do to keep your teleconference from becoming boring for participants. As you can imagine, listening to person after person drone on without interruption or variety can get tedious, and it can encourage participants to tune out what is being said. To avoid this trap, you can stress to speakers that they should do their best to keep their voice from becoming monotonous – have them vary the speed and pitch of their speech.
You can also incorporate one or more of the following elements into the call to keep things interesting:
1. Plan breaks during long conference calls. This allows participants to clear their minds and prepare for more information – teleconferencing can be intensive.
2. Arrange for a guest speaker during the conference, perhaps a high ranking individual in your company or outside expert on a topic of interest. This will encourage participants to attend the meeting and keep them tuned in.
3. Some teleconferencing services allow you to assign different sounds to individual participants. For example, Joe in Accounting is associated with a barking dog, Jill in Marketing with a car horn. Participants can then use their keypad to play the sound to introduce themselves when they begin to speak, or when they enter the call. As the chairperson, you might also have a funny whistle or horn on hand to use when you need to interrupt the discussion or draw attention to yourself. This is fun and humorous, but can be overused and should only be included in the most informal of calls.
International Teleconferences
Teleconferences involving international participants have pitfalls that can be avoided by following a few basic rules. Keep the following in mind:
1. Speak slowly and clearly. Americans usually speak faster than other cultures, making it even more difficult for participants with a language barrier to keep up and comprehend what is being said.
2. Stop occasionally to ask international participants if they understand what is being said, and offer any clarification they might need.
3. Avoid using slang, colloquialisms, jargon and metaphors, especially sporting ones which Americans love to use, such as “in the ball park” or “this deal is a slam dunk.”
4. Watch your humour and sarcasm. International participants might misunderstand and think you are speaking literally, or they might take offense at something said in jest.
5. If necessary, hire an interpreter to ensure clear communication.
6. Consider providing handouts in the various native languages.
Basic Teleconference Etiquette for organizers and participants
1. Be on time, and stress the importance of being on time to other participants. It’s very disruptive and distracting when people arrive late. Not only are they usually accompanied by a beep or other sound to announce their arrival into the call, but it also becomes necessary to introduce them to the rest of the group. When someone does arrive late, don’t immediately cut into the conversation to introduce him or her. Wait until there is a pause, and then simply say, “Sorry for the interruption, but it appears that Mr ….from….. has joined us.”
2. Choose a location where there is little background noise. Phones ringing, fax machines emitting shrieking tones, loud voices in the background – all of these things come through loud and clear over the phone line. A closed office with a “do not disturb” sign on the door is ideal. If some background noise is unavoidable, use the mute button on your phone when you are not speaking. Simply un-mute yourself when you want to contribute to the conversation.
3. Select a phone with the handset attached. Cellular and cordless phones often add annoying static to the call. Speakerphones are a pitfall because they pick up a lot of background noise, and many have technology that can interfere with the call – some don’t allow you to speak and hear at the same time, effectively “clipping off” parts of the conversation. In addition, you sound as if you’re speaking in a tunnel and it adds to the remoteness of this communication medium.
4. Turn off your call waiting. The beep as someone tries to reach you on another line can be heard by everyone on the teleconference. You can switch off this feature on many phones by pressing #70 or *70. Verify with your telephone service provider the particular code that’s applicable to your system.
5. Address people by name when you speak to them. Since there are no visual cues, if you simply ask a question or make a remark without indicating whom you are speaking to, it’s very difficult for other participants to determine who is being addressed.
6. Direct questions to a specific person, instead of posing them to the audience at large. This helps avoid confusion and chaos, and helps ensure that your question is met with an answer rather than just a silence as everyone tries to figure out who is going to respond. If the addressed individual can’t satisfactorily answer your question, he or she can refer it to someone else. Another option is to ask to hear from two people in response to the question/comment.
7. Ask all participants to identify themselves before speaking. Once again, the lack of visual cues makes this essential.
8. Never, ever put your phone on hold during a teleconference. Doing so will force the participants left on the call to listen to the music your telephone system plays to those on hold – effectively ruining the discussion. If it becomes absolutely necessary that you step away from the call, put the phone on mute and set it on your desk instead. Do your very best to avoid stepping away from the call, as it creates a problem when people try to address you without realizing that you’re not there. The most polite thing to do it is to obviously let the other participants know that you need to leave the call momentarily. However, it should be an absolute emergency for you to have to do this.
9. Take detailed notes on the topics discussed, including who said what. Consider having your service provider record the call in case you need to go back and clarify something that was said.
As a point of etiquette, it’s a good idea to introduce anyone who might have wandered into your room during a teleconference. It’s respectful to other participants to let them know that the CEO of your company has stopped by and is eavesdropping on the conversation using your speakerphone. You can handle this tactfully, by simply waiting for a break in the conversation and saying, “It appears that Jim Brown has joined us, please continue.”
10. Never Organise a teleconference without setting a meeting agenda
Teleconferences have always had a bit of a reputation for being a little drab; especially those without an agenda and that go round and round in circles. When organising your teleconference set your agenda, send it to your meeting participants along with the codes and then reinforce it during your call.
11. Always test your equipment
Echoing lines, dead batteries, call waiting beeps… argh! Always plan ahead and test your equipment before joining teleconferences. Here are some questions you should ask yourself…
Do you have call waiting activated? If so, turn it off!
Is there an echo coming through your lines? Chances are you’re probably sitting in a large, empty room
Are you using a cordless phone? If so, make sure you have enough battery
How’s the quality? We recommend using a headset and only good quality speakerphones, the ones that are made for teleconferences!
12. Never join from a noisy location
Do you really want to be that person? Be aware of your surroundings and the fact that your noisy dog barking in the background or those annoying horns beeping in peak hour traffic may actually be disruptive to others on the call.
13. Never join late
You know how everyone turns and looks at you when you walk into a crowded room late? Well don’t think that doesn’t happen on a conference call. In fact, it’s even worse because when you join a teleconference a loud ‘beep’ or a voice over saying your name also joins… it can be very disruptive! Always try and join the call at least 3-5 minutes early to get prepared, look professional and avoid other callers rolling their eyes!
14. Never take advantage of the commands and functions
Did you know that you can mute all lines on a teleconference? Or that you have the ability to record each call and then send the link onto others? If you didn’t, then don’t worry – you’re not alone! Moderator Touch Tone Commands are designed to make life easier and are a great way to ensure your teleconferences run seamless!
Merits of Teleconferencing:
1. One of the major advantages of teleconferencing is its potential to reduce the cost of group meetings. Savings come primarily from reduced travel costs.
2. Reduce travel time requirements, Saves your time and energy for the same reason , thereby expediting work.
3. Latest applications like Skype allow you to meet up with several parties at once; if the video does not work out, you also have the option to switch to audio-only mode.
4. Allows you to observe the body language of the other person, giving non-verbal clues that can help you manage the conversation better .
5.Attend a business meeting hundreds of miles away without leaving your office
6.Schedule meetings minutes ahead of time instead of days or weeks
Limitations of Teleconferencing:
1. Technical issues like power failure, internet connectivity, the other party not knowing how to use such technology, etc. can act as bottlenecks, sometimes delaying work and causing you to miss deadlines. Technical failures with equipment, including connections that aren’t made
2.Teleconferencing doesn’t let you read other participants’ body language, which can give you clues as to whether you need to change your direction during a meeting.. In a teleconferencing situation, you do not get these cues to make changes in your presentation.
3.Eye contact is another key benefit you lose when teleconferencing. Exchange of information is less dynamic than a face-to-face meeting.
4.People who teleconference do so using landlines, cell phones and voiceover Internet protocol, or VOIP, phones. Many people attend teleconferences while driving, talking on cell phones that can create static or other noise as the user moves in and out of dead zones.
5.Unsatisfactory for complex interpersonal communication. The ability to share graphs, charts, photos, reports, drawings, videos, product samples and other visual messages is important t.
6.Lack of participant familiarity with the equipment, the medium itself, and meeting skills
7.Acoustical problems within the teleconferencing rooms
8.Difficulty in determining participant speaking order; frequently one person monopolizes the meeting .Greater participant preparation and preparation time needed
To minimize some of the potential problems, users should carefully evaluate their meeting needs and goals to determine if teleconferencing is appropriate. Users should also assess their audience. For example, consider the size of the group, the level of experience with teleconferencing, and the extent of familiarity with each other. These precautions won’t eliminate all the problems that could arise, but they should reduce the likelihood of their occurring.
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