Procedures for Administrative Events and Meetings

Transcription

1 . Procedures for Administrative Events and Meetings Date: June 1, 2006 Approved by: CAO & NORTH Network Operating Working Group

2 Contents Administrative Events and Meetings 3 Support and Coordination of Meetings and Events 4 Chairing Administration Events and Meetings 6 Presenting Via Videoconferencing 8 Participating in a Videoconference 10 Videoconference Etiquette 11 Videoconference Requirements 13 Videoconference Conference Modes 18 Operating a Videoconference When Technical Support is Not Available 21 Resources and Support at NORTH Network, Contact North, KNet & Telus 31 NORTH Network Videoconference Request Form 33 NORTH Network Video Conferencing Scheduling for 39 Administrative Events and Meetings Meeting and Event Checklist 40 Videoconference Etiquette (Printout used in meeting rooms) 44

3 NORTHERN ONTARIO SCHOOL OF MEDICINE ADMINISTRATION CATEGORY: PROCEDURES: General Administration Procedures for Administrative Events and Meetings DATE: June 1, 2006 Administrative Events or Meetings An administrative event or meeting will include unit meetings, general staff meetings, committee meetings, governance meetings, research meetings, project coordination, special events, development events and recruitment interviews. These events can range from casual, small group meetings to formal, large, multiple location conferences. Most NOSM events involve videoconferencing and/or telephone conferencing. Some of these events and meetings will require videoconferencing connection and scheduling through NORTH Network. A key role in scheduling and liaison with NORTH Network is performed by NOSM TSM (Telehealth Service Manager) Scheduling Administrative Assistant. Whether supporting, coordinating, facilitating, planning, chairing or participating in an administrative event or meeting via videoconferencing, there are some key functions that should be followed to help the meeting run smoothly. In general there is usually a team of assistants working together to ensure that administrative meetings and events run smoothly. This team will utilize a number of resources and guidelines. This manual will provide the procedures, information, guidelines and checklists needed for ensuring successful administrative events and meetings. Revised: June 1, 2006 Page 3 of 44

4 Support and Coordination of Meetings and Events Administrative Assistants Administrative Assistant assigned to specific units will provide support to administrative unit events and meetings. The assignments will come from the Unit Manager or delegate. Along with providing general administrative support, such as preparing agendas, processing related expense reimbursement forms and invoices, preparing itineraries and minute taking; general duties for Administrative Assistants in supporting the events and meetings, will also include the coordinating following logistical elements: ensure all appropriate people are available to meet at the scheduled time and place ensure all the necessary arrangements and accommodations are made, such as; coordinate complex or routine travel arrangements, book car rental, hotel accommodations book meeting rooms book videoconference rooms as follows: (NOSM East and West & Sudbury Health Sciences Resource Centre Room Booking System) (Sudbury Health Sciences Resource Centre Room 109 Events Clerk) (Thunder Bay Health Sciences North NOSM TSM Scheduling Administrative Assistant) reserve technology equipment arrange for catering determine telephone conference and videoconferencing needs book telephone conferencing bridging complete the NORTH Network Video Conference Request (VCR) form and to NOSM Assistant responsible for scheduling on the NORTH automated system request technical support when needed prepare invitations, compile the RSVP summary list prepare bulletins, posters assist with meeting materials, handouts and PowerPoint presentation arrange for equipment and supplies Events Geared Towards Public Audience For events (large or small) that are geared towards a public audience (media or community), the NOSM Communications Unit and NORTH Network (Rhonda Ferguson - rferguson@northnetwork.com) must be contacted at the outset. Typically, these events will involve the participation of senior NOSM administration, or government officials, or politicians. Communications will be the main point of contact for these individuals. Communications will also be responsible for all media relations and for the drafting and printing of any material that is for public consumption. Organizational Events and Meetings There are a number of administrative events and meetings which fall under the description of organizational events and meetings. These organization events and meetings are coordinated by other positions at NOSM and are described below. Revised: June 1, 2006 Page 4 of 44

5 Event Coordinator The Event Coordinator is primarily responsible for the coordination of logistical elements for special events, conferences, retreats, meetings and other special activities for the Medical School. The Event Coordinator also assists on Unit specific events and complex meetings. The majority of the assignments will come from the offices of the Founding Dean, Vice Deans and CAO. The Event Coordinator will coordinate events such as senior academic interviews, logistics of accreditation site visits, senior management retreats, complex organizational meetings and administrative workshops. The Event Coordinator will also provide support to the Inaugural Year Special Events Working Group. Other units may also benefit from the Event Coordinator when planning large special events which require additional resources. Unit Managers should contact the Office Manager to request assistance. Secretary to the Board, Academic Council and Joint Senate There are a number of governance events, retreats and meetings that are coordinated by the Secretary to the Board. Assignments will come from the Founding Dean or Chairs of the Academic Council, Joint Senate or Subcommittees. Opposite site support may be requested for these events by the Office Manager. Senior Development Officer The Senior Development Officer and unit support staff coordinate events and meetings pertaining to NOSM development. Revised: June 1, 2006 Page 5 of 44

6 NORTHERN ONTARIO SCHOOL OF MEDICINE ADMINISTRATION CATEGORY: GUIDE: General Administration Chairing Administrative Events and Meetings DATE: June 1, 2006 Chairing Administrative Events and Meetings Effectively chairing an in-person meeting requires skill and attention. Chairing a meeting over videoconference requires even more effort as the participants are not all in the same room and may not be able to see each person at each of the sites all at once. Furthermore, there is a half second or more sound delay in a videoconference, which can cause confusion when trying to interrupt someone talking, or when several sites try and talk at once. Active participation in videoconference meetings can be challenging, as many participants are not familiar with videoconferencing. Chairpersons play an even more important role in videoconference meetings, as they need to facilitate orderly discussion between sites. Before the Meeting Learn the videoconferencing system Introduce yourself to the Facilitator running the conference. Ensure that she/he knows your expectations for the meeting, including room setup Review your presentation with the technology and visual aids. Arrange any additional equipment you will be using If you intend on showing a PowerPoint presentation, be sure to contact the Facilitator(s) a few days before the meeting to view your presentation over the videoconferencing system prior to the meeting time, so that you have time to make last minute modifications (font size, colours, graphics) Be sure to ask the Facilitator if you need to bring your own laptop on the day of the meeting Understand videoconference etiquette skills, tips for chairing of administrative meeting via videoconference meetings and room set up Your assistant should circulate meeting material and agendas electronically or via NORMEDNET to all participants well in advance of the meeting Determine if you wish to assign the responsibility of operating the technology (such as manipulating the camera) to one of your local participants. This allows you to focus your efforts on chairing the meeting Revised: June 1, 2006 Page 6 of 44

7 The Day of the Meeting Arrive early to the videoconference. Make sure the room arrangement is to your satisfaction Have a list of each remote Participant Site that will be on the videoconference call Determine if there is a Facilitator at each remote participant site. It is recommended to have a person that will represent each site and could be asked to deal with any issues that arise Once a connection is established, very little technical support is required during administrative meetings, unless a problem is encountered. Ask the Facilitator for a contact phone or pager number Start the meeting on time. Introduce yourself and acknowledge the remote Participants with a roll call. This is also a good time to conduct a microphone check at each site to ensure incoming and outgoing audio levels are adequate. This takes some time, but it is essential to your success Review videoconferencing etiquette guidelines with the Participants; be sure to emphasize how important it is to keep all microphones on mute (except that of the speaker s) during a formal presentation Explain your expectations for how the meeting will be conducted and how remote Participants are to participate in the discussions. If there is a remote Facilitator, ask them to make sure there is some order at their site. Describe the order that will be followed for questions/comments from each site. Remind sites to stay on mute when not speaking Keep the meeting moving When you pose a question, address each site individually for a response. This will help prevent overlapping input from more than one site. It may be easier to follow a predetermined order when asking each site to respond. After giving each site a chance to respond, you may wish to open the floor to any site that might have a follow up comment or make another round through the order End your meeting on time and with a round table following the same order for site comments that you used during the meeting. Thank the Facilitators and the Participants Hang up immediately so after meeting chatter is not transmitted Ensure the Facilitators at all sites have the number for NORTH Network s HELP Desk in case of technical problems Note: An End of Conference Alert Tone occurs when there are 10 minutes remaining in a bridge/gateway conference. The chairperson must decide to either conclude the meeting or contact the TSSC (Telehealth Support Services Centre) to request more time.. Revised: June 1, 2006 Page 7 of 44

8 NORTHERN ONTARIO SCHOOL OF MEDICINE ADMINISTRATION CATEGORY: GUIDE: General Administration Presenting Via Videoconferencing DATE: June 1, 2006 Guidelines for Presenters This document should be provided to presenters well in advance of the meeting or event date. There are certain visuals that do not transmit well over the network and other visuals that work much better. Effective PowerPoint Presentations PowerPoint presentations, slides, and overheads are projected over the network to many different sized monitors. To ensure visibility, please follow the guidelines below: use landscape format and allow for a 1 inch margin use no more than 5 bullets of information per slide and avoid complex tables and graphs use dark print with a plain light background or light print and a plain dark background; a dark blue background is recommended (avoid using red) use a consistent font size, 30-point font or larger choose simple, clear, and bold font: arial, tahoma, verdana use lower case no more than 5 colours when building your PowerPoint presentation, remember that it will likely be used as a handout as a final check, print a handout that has 3-6 slides to the page to ensure that your presentation will be readable Revised: June 1, 2006 Page 8 of 44

9 General Tips for Presenters Ensure that the background behind the presenter is not white. The camera will automatically focus on the white background and the TV picture will be darkened. Wear clothes that provide contrast to the walls behind the speaker. If no one is with you at your site, look straight into the camera, not at the television screen when you speak. Otherwise, participants at other sites will feel that you are not looking at them and therefore are not with them. If participants are with you at your site, try to look straight into the camera as often as possible. This is not a typical behavior, of course, so you may find it challenging but it is vital to make the effort so that a sense of shared presence is established. If you are walking around or demonstrating some physical technique, use a wireless microphone or stay within range of the camera or stationary microphone. The camera may not automatically follow you or you may move away from the microphone and not be heard. A speaker who intermittently is not seen or heard well is very distracting. Use hand motions to emphasize content points. If there is little motion there is little reason to be on TV. Alternatively, don t move too quickly movements may appear jerky. Waving hands can be distracting. Use animated facial expressions and smile during your session. Aim for a sense of engagement and heightened conversation. Recognize and use emotional reactions. Smiling lets your audience know you are not angry with them. Most people look stern and angry when they are nervous and it may require a conscious effort to appear approachable and friendly. Avoid distractions such as tapping a pen on the table. Test and practice with the technology being used during the session to minimize technology glitches. Move seamlessly from presenter to PowerPoint presentation and back; your participants will want to see both. Have a drink or lozenges available in case of a dry mouth or coughing during the session. Avoid clutter of papers etc. on the table. Assess if the visual materials are clearly visible. If not, they become a distraction and participants can disengage because of frustration. Revised: June 1, 2006 Page 9 of 44

10 NORTHERN ONTARIO SCHOOL OF MEDICINE ADMINISTRATION CATEGORY: GUIDE: General Administration Participating in a Videoconference DATE: June 1, 2006 The following are standard steps when participating in a videoconference: turning off cellular phones and wireless devices bring your copy of the agenda and handouts keep the mute button engaged unless you are speaking operate the technology during a videoconference as required act professional at all times; always behave as if you can be seen and heard refrain from side conversations during the meeting as they are very distracting to others terminate the videoconference call if facilitator is not present call the NORTH Network help desk in the event of a technical problem during a meeting Revised: June 1, 2006 Page 10 of 44

11 NORTHERN ONTARIO SCHOOL OF MEDICINE ADMINISTRATION CATEGORY: GUIDE: General Administration Videoconference Etiquette DATE: June 1, 2006 turn on all the lights before connecting a call; turning on lights afterwards may cause the image to be white-washed (moving the camera using the directional buttons on the remote will correct this) participate in an audio-visual check at the beginning of the videoconference via roll call or initiating a chat with the host site if you are going to be late or unable to attend, notify the appropriate person share your knowledge respect everyone s time and do not monopolize the conversation respect the start and end of the conference time; a well planned agenda that is carefully followed is critical pause and wait until the last person has spoken before you begin talking, due to audio delay; do not interrupt others talking focus the camera on the participants, if it s a large group show a wide angle shot of the room avoid frequent changes in the camera zoom or pan during the meeting move camera so current speaker can always be seen by the remote participants; do not zoom in full-face on a speaker lean toward the camera slightly and minimize body movements look into the camera when you are speaking; this helps you to maintain good eye contact with the audience; do not move out of camera range; ensure that people will always be able to see you everyone in the room should be invited to introduce themselves speak clearly and naturally; the microphone will automatically amplify the sound so there is no need to shout; quiet talkers should sit close to the microphone identify your name and site whenever you respond until everyone is oriented to each other when you have a specific question, address each site individually for a response avoid unnecessary tapping, rustling of papers, and side conversations when your site is speaking, as this will add audio noise for the receiving sites do not move the microphone use the mute control when your site is not speaking due to a slight audio delay, pause and wait for a longer than normal period if you want to be able to hear comments or are expecting a response from other sites Revised: June 1, 2006 Page 11 of 44

12 remind remote participants to keep their site on mute when not speaking; this will ensure that video does not switch to their site if someone coughs or makes a noise; it will also prevent such noises from being broadcast to the other sites and acting as a distraction move and gesture slowly and smoothly; avoid if possible rapid movements or erratic hand gestures avoid wearing clothing with loud patterns, or that is red and white professional behavior is important at all times; assume that you are visible and can be heard throughout the meeting leave the videoconference room as clean as or cleaner than when you entered leave the remote control device and any other equipment such as the wireless microphone in plain sight Revised: June 1, 2006 Page 12 of 44

13 NORTHERN ONTARIO SCHOOL OF MEDICINE ADMINISTRATION CATEGORY: GUIDE: General Administration Videoconference Requirements DATE: June 1, 2006 Videoconference Requirements 1.0 Type of Videoconferences There are two main types of videoconferences, point-to-point and multi-point. Point-to-point: Videoconferencing format that connects two sites for simultaneous videoconferencing. Each site can see and hear the other at all times. Point-topoint is when two sites are connected together; the initiating site directly dials using the appropriate IP number. Multi-point: Videoconferencing format that connects more than two sites for videoconferencing. Multi-point is when more than two sites are connected with one being the presenting site, you need to use a bridging partner who will create a bridge between the participating sites. Initial determination must be made, taking into consideration the number of participants and room capabilities (see chart below) as well as equipment availability. It is important to book a suitable amount of time, for instance a board meeting would be block booked with no breaks from 1:30pm to 4:30pm, versus staff/faculty interviews (which for confidentiality reasons should be individual), would be two separate bookings from 11:30am to 12:30pm and 1:30pm to 2:30pm. **Please keep in mind that both Sudbury and Thunder Bay are Eastern Standard Time, other sites may not be, and therefore a time difference may need to be factored in. Revised: June 1, 2006 Page 13 of 44

14 1.1 Point to Point: Determine which sites will be participating and the length of time required for the session, please allow for some additional time at the end in case the discussion needs to continue past the initial time allowance. Determine technological needs, if any (i.e. laptop, projector, ELMO, SmartBoard, etc.). Schedule testing for external sites. Coordinate this with the Technology Unit. This will help ensure proper connectivity for your meeting. Book meeting rooms via Event Management Room Booking system. Notify participants of confirmed date/time. Send detailed request to support, if required. (Date, time, locations, nature of VC, tech requirements) If during the videoconference, you require a time extension (bridged connections only), please contact the Assistant that organized the meeting or the Bridging company directly. If you experience technical difficulties during any videoconference, please contact the Technology Unit if basic troubleshooting does not resolve the issue at hand. 1.2 Multi-point: Determine which sites will be participating and the length of time required for the session, please allow for some additional time at the end in case the discussion needs to continue past the initial time allowance. Determine technological needs, if any (i.e. laptop, projector, ELMO, SmartBoard, etc.). Check partner participant lists to see which partner supports those sites, follow below instructions for appropriate partner. Book meeting rooms via Event Management Room Booking system. Submit VCR to NOSM Administrative Assistant responsible for entering NORTH Network scheduling on automatic TSM system. Receive confirmation of bridge scheduling. Notify participants of confirmed date/time. Send detailed request to nosmhelpdesk@normed.cafor support, if required. (Date, time, locations, nature of VC, tech requirements). If during the videoconference, you require a time extension (bridged connections only), please contact the Assistant that organized the meeting or the Bridging company directly. If you experience technical difficulties during any videoconference, please contact the Technology Unit immediately. 1.3 After-hours support: You are responsible for securing after-hours support for your meeting should it be required. If your meeting is a multi-point videoconference, it is your responsibility to secure support in the remote studios should it be required. If you are using bridging services though KNet or Contact North, please make necessary arrangements through the booking offices of these partners for remote after-hours support. Should NOSM tech support be required on either campus, please notify the Technology Unit Administrative assistant in order to secure a technician. Please provide reasonable notice in advance. Any problems or issues relating to NOSM technical support should be directed to the Technical Lead Operations Technician or Director of Technology. Revised: June 1, 2006 Page 14 of 44

15 When NORTH Network support (to monitor the bridge) is needed outside of regular hours, a request for after hours support will be placed via the NORTH Network helpdesk supervisor. This request for and the confirmation of the support is automatically handled by NOSM TSM Scheduling Administrative Assistant. Due to recent privacy legislation, when technical problems are reported to NORTH helpdesk (bridge recovery) and NORTH is requested to resolve a problem, the person requesting assistance from NORTH should expect to provide authorization that NORTH can view the conference to resolve the problem. NOSM TSM Scheduling Administrative Assistant will identify to NORTH Network who should be contacted to obtain authorization. 2.0 Room Capabilities This table will assist you to identify which rooms have the capabilities that you require in order to connect to the location/facility necessary. (Health Science meeting rooms have to be added to this list) If NOSM videoconference rooms are not available, please use the North Network Contact list to find a suitable alternate site. Please remember to obtain potential charges/fees for all off site meetings (room rental, long distance rates, after hours staff, parking, etc.). Please use the *Easy Reference Guide found on for information on equipment availability and uses in NOSM videoconference rooms, to ensure that you have booked the correct equipment for the medium requested by the presenter/participants. Room Number IP Number ISDN Number (if capable) Contact North Bridging NORTH Network Bridging KNET Bridging MS215 East Y Y (ISDN) Y MS244 East N Y N Y MS250 East N Y ATAC6020 West ATAC6022 West ATAC6029 West WEST Mobile AT1011 LakeheadU AT107 LakeheadU Y Y (ISDN) Y Y Y (ISDN) Y N Y N Y N Y N Y Y Y (ISDN) Y N Y AT119 LakeheadU N Y Y (via LakehadU) Additional $200/hr Y (via LakehadU) Additional $200/hr Y Y Revised: June 1, 2006 Page 15 of 44

16 Room Number IP Number HSERC HSERC ISDN Number (if capable) (705) (705) Contact North Bridging HSERC HSERC (705) HSERC HSERC NORTH Network Bridging Y Site 23 Sys 1 Y Site 23 Sys 2 Y Site 23 Sys 3 Y Site 23 Sys 5 Y Site 23 Sys 6 Y Site 23 Sys 4 (NORTH Network system only used by Jennifer Michaud) KNET Bridging HScN HScN HScN Room (807) Y Site 49 Sys 1 Y Site 49 Sys 2 -- Yes (ISDN) Revised: June 1, 2006 Page 16 of 44

17 3.0 Participating Partner Sites Determined: location(s), connection requirements and partner needs. Please use the hyperlinks for quick connect to the appropriate website and file(s). North Network Contact participating sites for room availability. Use North Network Contact List spreadsheet on the internet to obtain contact information. NOSM NOSM site numbers would be: NOSM-East 215 and NOSM-West 6022 or Knet Contact participating sites to verify room availability. Use Knet site list found on internet. Contact North Contact participating sites to verify room availability. Use Contact North site list found on internet. Telus Telus (formerly Adcom) can accommodate continental and international bridging services. Contact Joanne Pal (800) for bookings and connection requirements After hours: the meeting requestor is responsible for contacting Coordinators at each participating site in order to ensure their availability for after-hours. Revised: June 1, 2006 Page 17 of 44

18 NORTHERN ONTARIO SCHOOL OF MEDICINE ADMINISTRATION CATEGORY: GUIDE: General Administration Videoconference Conference Modes DATE: June 1, 2006 Conference Modes: Choices for Administrative Meetings Some videoconference meetings will involve the connection of only two sites a host site (i.e. where the chairperson attends) and a remote site (i.e. where participants attend). This type of conference is referred to as a point-to-point meeting where each site can see and hear the other at all times. A videoconference involving more than two sites is called a multi-point meeting. In a multi-point meeting, participants at all sites can hear one another at all times, but how they see other participants at any given moment depends on the conference mode selected. This document describes two different conference modes that suited for multipoint administrative meetings. The NORTH Videoconference Bridge NORTH Network bridging services enable multiple sites to join together for education or meetings. The bridge is the combination of hardware/software that enables multiple sites to be linked together. Bridged calls can be voice-activated or continuous presence calls. Types of Videoconferences: Voice Activated or Continuous Presence Voice Activated: all participating sites view the individual who is currently speaking on their monitor the site that is currently speaking will see the site of the individual who last spoke a brief delay of seconds will occur in the switching of the video image when a different site begins to speak to ensure that the camera does not switch unnecessarily, all non-speaking sites should remain on mute until it is their turn to speak ideal for meetings in which presentations (e.g., PowerPoint) are expected to take place Lecture Mode allows the speaker site to view all audience sites in a rotating cycle during the videoconference all audience sites will see the speaker in full screen at all times Revised: June 1, 2006 Page 18 of 44

19 Continuous Presence: enables any one site to view multiple sites simultaneously; the effect is a Hollywood Squares look the view of the other sites depends on the number of sites participating in the videoconference; the greater the number of sites, the smaller the image commonly used for interactive meetings in which visual presentations (e.g. PowerPoint) are not expected to take place Considerations for Selecting a Continuous Presence Layout: The number of sites in the videoconference: an ideal layout allows each participating site in the videoconference to be viewed on the screen at once. With continuous presence, you will never view your local image. Your local image will only be viewable if you have a second monitor for local viewing and/or in the Picture-In-Picture (PIP) for those sites that have only one monitor. The amount of detail you need to see from the other sites: when the screen is divided to show many sites at the same time, images become smaller. The details in the rooms become much harder to see. Continuous presence (CP) can be a useful option in a videoconference to allow the users to view more than one site at a time on one screen. Revised: June 1, 2006 Page 19 of 44

20 Continuous Presence Options for Videoconferencing Side-by-Side Layout Recommended for 3 or 4 site conference For sessions involving face-toface discussions Layout Recommended for 7 or 8 site conferences For sessions involving face-to-face discussions Current speaker site is represented in the large square with all the participating sites occupying smaller surrounding squares Quad Layout Recommended for 5 or 6 site conference For sessions involving face-to-face discussions Layout Recommended for nine (9) or more site conferences Recommended for sessions involving straight face-to-face discussions Current speaker site is represented in the large square with all participating sites occupying smaller surrounding squares Revised: June 1, 2006 Page 20 of 44

21 NORTHERN ONTARIO SCHOOL OF MEDICINE ADMINISTRATION CATEGORY: PROCEDURES: General Administration Operating a Videoconference when Technical Support is Not Available DATE: June 1, 2006 Video Conference Calling General Setup: 1. Ensure that the Polycom VS4000 system and both plasma televisions are turned on. The power switch is an orange light on the front of the Videoconferencing unit. The power button for the television is a green button located in the lower right hand corner of the unit. 2. Picking up the remote (pictured below) will wake up the system from its suspended state. The main menu should appear on one of the plasma screen TVs. Revised: June 1, 2006 Page 21 of 44

22 To Place a Call: 1. After completing the general setup, use the directional arrows on the remote control to highlight the Address icon and press the Select button on the remote. This will pull up the Speed Dial menu. 2. The Speed Dial menu displays the most recently completed calls. If the location you wish to dial is listed, scroll to it using the directional buttons on the remote and hit the Select button. 3. If the site you wish to reach is not in the Speed Dial list, select the Address Book once again to access the global address book. From this menu, you can scroll through and highlight the location you wish to connect with. Pressing the Select button will dial the highlighted entry. 4. When the call is connected, ensure that your side of the teleconference is not muted. A microphone will appear in the bottom left on the screen to indicate if sound is off. 5. When the call is connected, you can select different camera angles manually with the directional controls or use the number pad to toggle preset angles. 6. To end the call, press the Call/Hang Up button twice. 7. Replace remote controls to the top of the Polycom cart for the next user. Revised: June 1, 2006 Page 22 of 44

23 Mobile Unit Video Conferencing General Setup: 1. Ensure that the Video Conferencing system and the television are turned on. The main power switch is located the back of the ViewStation unit. After doing so, you must press the power button on the top right of the ViewStation. The power button for the television is located at the front of the unit. 2. Picking up the remote (pictured below) will wake up the system from its suspended state. The main menu should appear on the television screen. To Place a Call: 1. After completing the general setup, use the directional arrows on the remote control to highlight the Speed Dial icon and press the Select button on the remote. This will pull up the Speed Dial menu. 2. The Speed Dial menu displays the most recently completed calls. If the location you wish to dial is listed, scroll to it using the directional buttons on the remote and hit the Select button. 3. If the site you wish to reach is not in the Speed Dial list, select the Address Book once again to access the global address book. From this menu, you can scroll through and highlight the location you wish to connect with. Pressing the Select button will dial the highlighted entry. 4. When the call is connected, ensure that our side of the teleconference is not muted. A microphone will appear in the bottom left on the screen to indicate if sound is off. 5. When the call is connected, you can select different camera angles manually with the directional controls or use the number pad to toggle preset angles. 6. To end the call, press the Call/Hang Up button twice. 7. Replace remote controls to the top of the cart in front of the television for the next user. Revised: June 1, 2006 Page 23 of 44

24 Main Remote Control Features Revised: June 1, 2006 Page 24 of 44

25 Camera Navigation Moving the camera is simple. Using the directional buttons on the remote allows you to pan/tilt and zoom. press the desired near or far camera button, you can change the camera position on the far side with compatible systems use the arrows keys and zoom button until you get the desired display Revised: June 1, 2006 Page 25 of 44

26 Camera Presets Store a Preset - Setting and using presets is simple. To store a preset value press the desired near or far camera button position the camera view (use the arrows keys and zoom button until you get the desired display) activate preset selection: press the select button in the center of the arrow keys enter any number from 0 to 9 using the numeric keypad hold the number button down until the preset notification is displayed on the screen. If needed, select a new view and set another preset number and repeat until all views are stored. Presets can be set at any time the video image is on the screen. Use the Presets - To retrieve a preset video display simply press the near or far camera button followed by the number associated with the desired view. The near or far camera button only needs to be pressed if changing camera selection. Once the camera is selected you only need to press the number key. Revised: June 1, 2006 Page 26 of 44

27 Peripherals Laptop Adding peripherals can be simple enough with a little practice. It is recommended that you request technical assistance prior to your event if you are not familiar with the setup and use of this equipment. Sending the image from your laptop during a videoconference: the Visual Concert unit is designed to send video data from a computer to another Polycom VC unit. This is a great tool to use for PowerPoint or live web demonstrations. connect the video cable (located with the Visual Concert) to your laptop s external display port (usually located at the back or side) toggle your computer s display mode to support an external display. NOSM s IBM laptops require you to press Fn and F7 in order to do this. + pressing the play button on the Visual Concert will push the image through to the other site(s). Pressing stop will return the image to your site. you can also press the Display button on the remote instead of pressing the play and stop buttons. Revised: June 1, 2006 Page 27 of 44

28 ELMO You can use a document camera to take pictures of a document and send them to the far site. To use a document camera, press the NEAR button on the remote control twice. Then use the arrow buttons to highlight the document camera icon on the screen and press the SELECT button. VCR You can use a VCR to record your videoconference or to present recorded material as part of your videoconference. The VCR will record video from the near site s main television monitor and audio from both the near and far sites. When playing tapes, the VCR provides audio and video to all participants in a call. To play a tape in the VCR, press the NEAR button on the remote control twice, and then use the Remote Control arrow buttons to highlight the VCR icon on the screen. Revised: June 1, 2006 Page 28 of 44

29 Bridging Recovery In the event of technical issues arising during bridged videoconferences, the Technology Unit will be responsible for the following: Assess technical issue(s). If problem is deemed to be local, the Technology Unit will: 1. Ensure that all equipment is on. 2. Verify audio levels to ensure that they are within established parameters. 3. Ensure that additional equipment (PC, Elmo...) is properly connected. If the problem is deemed to be related to the bridging partner and/or a remote participant, the Tech Unit will contact Bridging technical support and immediately report situation to support agent: NORTH Network Contact North Knet Request support agent to first isolate the origin of the issue. Once isolated, the support agent will follow their organization s procedures for resolving said technical error. If the matter cannot be resolved quickly, the connection between the bridge and the offending party should be dropped and reconnected as quickly as possible. If the problem is with the host site, the bridge support agent will interrupt the session and announce to all sites that there will be a brief delay in order to resolve technical issues. Revised: June 1, 2006 Page 29 of 44

30 Troubleshooting Issue: echo or no sound Solution 1. Ensure that all televisions are on. 2. Adjust volume using Polycom remote. 3. Adjust television volume. (Turning volume up over halfway mark will cause audio issues such as echoes and feedback) Issue: no video Solution: Ensure that both televisions and Polycom system are turned on. Issue: audio/video choppy Solution Bad connections do occur from time to time. A lightning bolt on the screen indicates that there is a bad connection. Hang up and call again. If this does not resolve the issue, please contact NOSM Technical support. Revised: June 1, 2006 Page 30 of 44

31 NORTHERN ONTARIO SCHOOL OF MEDICINE ADMINISTRATION CATEGORY: GUIDE: General Administration Resources and Support at NORTH Network, Contact North, KNet & Telus DATE: June 1, 2006 NORTH Network: Resources at NORTH Network At the NORTH Network Website, members can find forms ready for download, technology user manuals, policy and procedure manuals and other related resources. Members will also find general information about NORTH and links to member sites. Access to certain parts of the website requires username and password information. To access live and archived web streamed events facilitated by NORTH Network, visit this site. Education and Training Resources Direct education and training questions to: Technical Support Services at NORTH Network NOTE: The main contact person for NOSM (TSM Scheduling Administrative Assistant) will normally contact NORTH Network with inquiries pertaining to scheduling services. RMSS: Referral Management and Scheduling Services educational and/or administrative scheduling sessions provides reports about network utilization responds to general inquiries for clients (for NOSM, inquiries should normally be made by the NOSM s TSM Scheduling Administrative Assistant) located in Timmins, Ontario call-center approach, all hours TSSC: Telehealth Support Services Centre all-hours, 1 st level technical support troubleshooting of hardware and software bridging services for multi-point videoconference and gateway services that allow connection to non-north sites gateway new studio set-up and certification Revised: June 1, 2006 Page 31 of 44

32 Contact North All campuses are to call Suzanne Lemay (Sudbury): to fill out application over phone. Confirmations come from Stephane Therrien - who faxes back to requestor. Services are available 24/7 depending on availability of bridge technician and site coordinator. Sudbury Suzanne (705) Thunder Bay Stephane (807) (after hours only) Call-in # s (800) (800) KNet (Aboriginal sites) All VCs are booked over the phone through Lars (primary contact). If Lars is unavailable, Jamie can do the bookings. Requests can also be ed directly to Lars. They require all information from participating sites, dates, times, and minimum 24 hours notice. Knet sites can be called directly; non-knet sites must call in to the bridge. Phone: (807) Lars Dixon ext LarsDixon@knet.ca Jamie Ray ext JamieRay@knet.ca Telus - Continental and International VC bridge Joanne Pal Phone: (800) Revised: June 1, 2006 Page 32 of 44

33 NORTHERN ONTARIO SCHOOL OF MEDICINE ADMINISTRATION CATEGORY: GUIDE: General Administration NORTH Network Videoconference Request Form DATE: June 1, Important information about the VRF The VRF is required for scheduling each and every educational or administrative videoconference event on the NORTH Network. Accurate completion of this form will help NORTH Network provide adequate network bandwidth and quality of service for each educational and administrative event. Use the VRF when you are requesting a point-to-point videoconference or a multipoint (bridged) videoconference an accurately completed VRF is always required. The VRF is available in Word format. The Word format should be completed and ed to the designated NOSM TSM Scheduling Administrative Assistant, who enters information into NORTH s automated scheduling program. The TSM Scheduling Administrative Assistant will notify requestors of any scheduling conflicts and send confirmations to all participants when an event is successfully scheduled. If you are completing the form by hand and choosing to fax it to the NOSM TSM Scheduling Administrative Assistant, use a pen as ink transmits better over a fax machine than pencil. Print as legibly as you can. The NORTH Network Telehealth Services Support Centre (TSSC) checks the NORTH Network automated scheduling program daily. Videoconferences that require additional support from the TSSC are identified and staff is assigned to manage these calls. Examples of TSSC managed calls include multi-point sessions requiring a bridge and conferences that require a gateway connection to non-north Network sites. In all cases, it is essential to submit the VRF for scheduling as early as possible, ideally one week in advance. Last minute changes cannot be guaranteed. Revised: June 1, 2006 Page 33 of 44

34 2. How to fill in the VRF Item 1: Requestor Information about the person who is requesting to have the event or who is most responsible for organizing the event. Item 2: Billing Information The NORTH Network will issue an invoice for all billable events. Enter the name and contact information of the person to whom NORTH will send the invoice. If this is the same as the Requestor, you can simply write same as Requestor in this section. The NORTH Network issues invoices by regular mail or by . Item 3: Billable Events NORTH Network fees apply for events that are requested by a third party (individual or organization that is not a NORTH member site). Please refer to the NORTH Network Policy: Third Party Use of the NORTH Network as found on the NORTH Network website. Fees also apply when events involve sites outside of NORTH Network or take place after regular business hours. Independent consideration will be provided for these types of requests and a cost estimate will be provided by NORTH and sent to the requestor of the event. The requestor is responsible for any fees and the event will not be scheduled until after the requestor agrees to the cost estimate. Additional time is required to organize such an event. Item 4: Date of Event If an event is recurring, please complete a separate VRF for each date that the event is to occur. Item 5: Name of Event If the event does not have a formal name or title, please describe it as best you can. Item 6: Meeting Type Administrative Examples are recruitment interview meetings or special events. Educational Events that involve a speaker(s) and an audience. Examples include shared rounds, case consultations for educational purposes, professional development workshops, etc. Item 7: Personal Health Information TSSC requires permission from the host of every event prior to entering and managing the videoconference when technical difficulties arise. Additionally, it is understood that all administrative and educational events organized by NOSM and occurring on NORTH Network will not include personal health information in any way. Revised: June 1, 2006 Page 34 of 44

35 Item 8: Meet and Greet When a session requires a roll call, it should be conducted by a local representative at the host site. The person performing the roll-call typically completes the following tasks: conducts an audio and video check with each participating site provides suggestions for videoconference etiquette (e.g., mute the microphone unless you are speaking) provides the contact number for the Telehealth Support Services Centre (TSSC) in the case of technical issues hands off the session to the organizing/co-coordinating party at the Host Site who will, in turn, start the session In cases where the session is a high profile event, the Telehealth Support Services Centre (TSSC) is available to perform this roll-call just prior to the start of the session. After performing the roll call, the TSSC will disconnect from the scheduled session and will continue to monitor the event from a distance. Item 9: Speaker Name Name of the person providing the presentation or chairing the meeting. Item 10: Conference Mode Videoconferences that involve more than two sites require a central bridge to connect all sites simultaneously. The NORTH Network uses a bridge that provides a number of different ways (called modes) to set up how the images from the sites are shown on the telemedicine workstation monitors. Voice Activated Switching all sites see the speaking site as a full screen Continuous Presence allows multiple sites to be seen at the same time. A description of the various Continuous Presence modes offered at NORTH Network can be found in the guide on Video Conference Modes. Lecture Mode allows the speaker site to view all audience sites in a rotating cycle during the videoconference. All audience sites will see the speaker in full screen at all times. Item 11: Host Site The site where the chairperson or speaker will be located. Item 12: NORTH Site ID All NORTH Network sites have an ID number. This can be found in the NORTH Network Contact List. NOSM TSM Scheduling Administrative Assistant will circulate the Network Contact List. The Site ID together with the Site Name (item no. 11) helps NORTH ensure that the correct locations will be connected for managed calls. Item 13: Site Name Refers to the specific location of each videoconference studio participating in this event as opposed to the name of the city or town. For example, enter Royal Victoria Hospital as opposed to Barrie. Revised: June 1, 2006 Page 35 of 44

36 Item 14: SYS No. Some NORTH Network sites have more than one telemedicine workstation. NORTH has asked these sites to label these systems as SYS1, SYS2, etc. In situations where more than one workstation is present, you will need to ask the site contact to provide this information to ensure connection. Item 15: Site Contact Name and Tel No. Please enter the name and phone number of the person responsible for the videoconference studio at each site. NORTH needs to know who to contact to arrange test calls, site certifications and if scheduling problems arise. NORTH also uses this information to confirm events once they are scheduled. Item 16: Video Dial-up No. If you want to connect to non-north Network sites, you will need to ask the site contact to provide the videoconference number (ISDN or SW-56) to dial in order to connect to those sites. Completed by NORTH Support Centre Staff The TSSC will be responsible for obtaining this information from non-north Network sites. Item 17: Signature Revised: June 1, 2006 Page 36 of 44

37 Incomplete forms will be returned A minimum of 5 business days are required for processing Changes with less than 2 business days notice can not be guaranteed NORTH Network VIDEOCONFERENCE REQUEST FORM FOR ADMINISTRATIVE AND EDUCATION EVENTS Please submit completed forms to NOSM TSM Scheduling Administrative Assistant West Campus: vin.auld@normed.ca East Campus: 1. Requestor Name: Anna Paxy Telephone: Facsimile: anna.paxy@normed.ca Organization: NOSM Address: City, Prov.: Postal Code: Who is requesting the videoconference? For example: Pharmaceutical company 2. Billing Information (To be completed only if applicable. Please include Purchase Order if required for billing purposes) Name: Telephone: Facsimile: Organization: Address: City, Prov.: Postal Code: 3. Does this event have a sponsor? No Yes If Yes please indicate sponsor s name: For non NN sites Is there a registration fee for participants? No Yes Does the event involve non-north Network sites? No Yes If your response was Yes to any of these questions, NORTH Network will contact the Requestor of this event to discuss associated fees/costs for this session. 4. Date of Event: April 20, 2006 Start Time: (Eastern Time): 1400 End Time: (Eastern Time): 1500 Normal business hours are M-F, 8am-4pm EST. Approval of after-hours events is dependant on availability of technical site support. 5. Name of Event: Scheduling NORTH Admin Events and Meetings 6. Meeting Type: (Please select one) Administrative Educational 7. Indicate if the event will include identifiable personal health information 1 No Yes If yes indicate a telephone number where to reach the host during the session: 8. Meet and Greet: No Yes Revised: June 1, 2006 Page 37 of 44