Spinning Babies®

Team Member Customer Service Schedule

• Slack Channel for communication

• Michelle: Entire Conference Weekend (Conference@ email, chat boxes, forums, platform inbox)

• Jennifer Walker: Entire Conference Weekend (chat boxes, forums, FB & IG)

• Sarah: Friday FB & IG messages, info@ customer service

• Stef: Stand-by for problem solving/Customer Service

• Julie: Stand-by for problem solving/Customer Service 

Tech Related Customer service issues

1. On the Virtual Platform, there is a Help Desk tab. At the bottom of this page is the Tech/platform related Customer Service contact email, provided and managed by GTR

   1. spinningbabiessupport@gtrnow.com

   2. GTR staff will answer all tech/site related questions. If they need our assistance, they will forward their email request to the conference@spinningbabies.com email address. 

2. I am having problems accessing the site. What should I do?

   1. Please try the troubleshooting tips below.

      1. Make sure that you use Google Chrome to open your link

         1. You can download Google Chrome by clicking HERE.

      2. Make sure you are not on a VPN as the firewalls may be restricting your access

      3. Clear your cache and history on the computer that you are using

      4. Log out of your computer, turn it off and then turn on your computer

3. What program do I need on my computer to watch the pre-recorded sessions on the agenda?

   1. Zoom, please download by clicking HERE. 

Additional Resources

4. Videos to trainings

   1. Speaker Training

   2. Exhibitor Training

   3. Admin Training

   4. CEU Portal Training

Add-On Session

• All content had to be assigned a date and time on the Agenda. Because of this rule, the Karen Strange Add-On session has been given an additional descriptor of “On Demand” to avoid attendees feeling that they have to watch it by 10/24/21 at 11:59 PM. This content is available for the 150 days after the conference closes and attendees can watch it at any time.

Basic Platform Functionality

5. Platform availability

   1. Attendees have the ability to take tests, earn credits and download certificates for the full 150 days after the conference is over. (3/23/2022) 

      1. This info was added to email communications and to the Help Desk FAQ

6. Platform Access

   1. An email was sent out to each SpB team member, speaker, exhibitor and attendee with a link and instructions on how to log in for the first time.

   2. If you did not receive this email, please:

      1. Check your spam folder

      2. If you work for a hospital or other large organization, there may be firewalls in place that block our emails. You’d need to contact your IT department and ask them to “    WHITE LIST” the following email address: eventsupport@gtrnow.com 

      3. If you do not see it, send an email to spinningbabiessupport@gtrnow.com

7. Password creation

   1. The first time you log in you will be asked to create a unique password.

8. Profile Set-up

   1. Click on the dropdown arrow next to your photo at the top right of the page. 

   2. You can add your company, title, contact info, bio, update your photo, tags to describe yourself.

      1. Always click save at the bottom! 

9. What browser works best for this platform?

   1. Google Chrome

10. What time are sessions?

    1. The virtual conference website shows session times based on the time zone your device is set up for.

    2. You can see these times by hovering over the SCHEDULE tab and then clicking on the AGENDA.

11. How do I add a session to My Agenda?

    1. From the Home page, click on the Schedule / Agenda tab in the navigation bar at the top of the screen. This brings up the daily available sessions. Click on the “+” sign in the top right corner of each session tile to add it to your agenda. When you have completed adding sessions, click on My Agenda in the top left corner of the agenda page to review all of your sessions. You will also be able to access My Agenda from the Schedule/Agenda tab at the top of the home page.

12. Can I export the sessions to my calendar?

    1. Yes, but we suggest you only do it once to prevent having duplicates. Once you add the sessions you plan to attend to your schedule, go to Schedule in the navigation bar and click on My Agenda. At the top of the page, click Export. Choose the “Export My Agenda” option, and a file will be downloaded to your computer.

13. How do I join a live meeting?

    1. From My Agenda, click on the session name which takes you to the session page. Click on the Join Meeting button in the top right corner when it is time for the session to start.

14. Zoom is asking me for a password. Where do I get it?

    1. This means you have an older version of Zoom on your device so you’ll need to download the most current version. The password is embedded in the Zoom link so when you click on the Join Live Meeting button it is already included.

15. How do I watch a pre-recorded session?

    1. From My Agenda, click on the session name which takes you to the session page. Click on the Play button in the bottom left corner of the video.

16. How do I watch what was Live content on a recording after the conference is over?

1. Videos will be available to view as soon as Dustin turns the live video into a recording and shares that with GTR

2. You can tell a video is processing by this video: Vimeo Link

17. My chat window is not working or is being slow. What should I do?

    1. High traffic on presentation pages may cause slow loading times. We suggest refreshing your browser or even logging out of the platform and then logging back in.

18. How long do I have access to On-Demand Content?

    1. You will have access to this site to view sessions from the live event for 150 days. You can view them by returning to their session pages on the agenda.

19. How do I search for someone on the site?

    1. To search for someone, use the People/Attendee tab at the top of the page to navigate to the group of people you want to search in. In the top right corner, use the Search field to find the person you are looking for. You are able to search by name as well as many other filters built into the site.

20. Are my conversations private?

    1. Any conversation in a chat window on the site is public and visible to everyone in the site. All of your private messages, though, are only visible to you and the recipient.

For Speakers/Presenters/Roundtable or chatroom Facilitators

21. Should your profile be filled out?

    1. Yes, If you’ve filled out your profile, when attendees hover over the People tab and then click on Speakers, they will see all of your information. 

22. What if attendees ask me for help navigating the site?

    1. Direct them to the Help Desk tab, which has FAQ’s and customer service emails to offer them additional help.

23. As a speaker, can I run multiple Polls at once?

    1. Yes. As many as you can handle/maintain. 

    2. You will communicate with attendees via chatbox

24. Attendee engagement

    1. On your Agenda Session page (go to People/Speakers/Your Image) you will see your banner and to the right, a box with your presentation title and time it will be presented. Click on this box (says “Equity” in the photo below.)

       1.  

       2. That will take you to a  new page where you can see how long before your presentation will start and all of your Chats, Polls & Files are here as well. 

          1. You can chat with attendees from this page. You can also share downloadable files with them here. 

          2. Click on “Manage” on the top right corner. From the “Manage”  page, you can upload files, create polls and start a chat. 

    2. Can I continue to engage with Attendees even after the conference is over?

       1. You can, the entire site will work for 150 days after the event. However, people may not think about reaching out to you here, or you may not be there if they do. 

       2. Provide handouts you upload to your profile with information about future opportunities to connect. 

25. Where is my presentation/session located on the Virtual Event Platform?

    1. Go to the Schedule tab, then to Agenda

       1. As a speaker, any session you’re speaking at will automatically be added to your “My Agenda.”

       2. There is a calendar and list view for the agenda. 

          1. A schedule with times and dates are all laid out.

26. Live Sessions (live presentation/chatroom/roundtable session)

    1. These will occur in Zoom rooms. You’ll click on “Join Meeting” on the MANAGE section of your session page. We recommend clicking on “join meeting” and being in the green room at least 20 minutes before your scheduled session/presentation. Meet with moderators, share your screen, and get prepared. 

       1. Click “join with computer audio”

       2. The virtual green room will automatically give you the name of “Host 500.” To change this name: 

          1. On the right  hand menu, click “Participants” at the bottom and then navigate to “Host, Me.” 

             1. Go to More, Rename. 

       3. 

    2. What is a Break-Out room in zoom? Click HERE to see a video explanation. 

       1. Breakout rooms allow you to split your Zoom meeting in up to 50 separate sessions. The meeting host can choose to split the participants of the meeting into these separate sessions automatically or manually, or they can allow participants to select and enter breakout sessions as they please. The host can switch between sessions at any time.

    3. Attendees can communicate with you via chat while your session is live as well. (see image below) You can do this by using the chat box, or by letting attendees ask questions during your live zoom presentation. 

    4. 

27. Pre-recorded Sessions

    1. There will be a countdown on your agenda session, showing when your presentation will begin. 

    2. How do I interact/chat with attendees before, during or after my recorded session?

       1. The chat box will be to the right of your recorded presentation. You can chat at any time using this chat box. 

28. Adding files / handouts to your profile

    1. On your session page, click “Manage” and then go to “Files”. 

2. Click “Add New File” to upload your documents or slides. 

3. Attendees will be able to download anything you place here. Beware not to share things you don’t want attendees to have access to own. 

29. When can I add polls to my session page?

    1. Anytime before the event starts or even during the event. 

       1. On your session page, click “Manage” and then go to “Polls.”

    2. Can you see who completed a poll? 

       1. You will only see the pan out of the results

    3.  

30.  Live Q & A session after a recorded presentation

    1. The recorded presentation will appear where the yellow star is below. 

    2. 

    3. When attendees are done watching your pre-recorded video, they will click on the Q & A session just under the yellow star above. Then click on “MANAGE” to get to the ORANGE “JOIN MEETING” button, located where the countdown is circled below.

    4. 

       1. You’ll be in zoom, just rename yourself and you’ll be all set!

    5. If I have a pre-recorded session, but I do not have a Live Q & A after:

       1. You will not have a zoom room to take questions

       2. You will be able to interact with attendees through the chat on your session page.

For Exhibitors

31. Profile set up, See #7 above for your personal profile.

    1. For your Organization Profile , follow the same instructions, but click on “Edit My Organization”.

    2. 
       

    3. Add the times that you’ll be available to talk to attendees and your booth will be open. 

    4. Add team members 

    5. Add Polls

    6.  Visits

       1. Shows everyone who has visited your virtual booth

       2. Can export this list

    7. Leads

       1. People who leave their information for you show up here

    8. Upload files to share

32. How do we add people to our organization page that are not registered for the conference? 

    1. Only registrants of the site can be added

33. Communication with attendees

    1.  Start a conversation in the chat box on your profile/booth page that attendees can add answers to.

34. Virtual Booth Hours of Operation

    1. Are we able to show up at any time or are there set times? 

       1. The virtual visit hours are from morning to evening every conference day. You are able to indicate the times you will be at your booth in the “Company Availability” section of your booth.

    2. When are the virtual booths open (start/end date)? 

       1. Virtual booths will be up to visit from Oct. 22nd – Oct. 24th

Continuing Education Credits

35. The CEU Portal calls the post-tests “session quizzes.” This text cannot be changed.

36. An attendee can watch each accredited session they want credit for.

    1. The virtual platform will track their attendance and populate each session in their CEU Portal.

37. On the CEU Portal, attendees will need to login with the same email address they used to login on the virtual event platform. 

38. Once in the CEU Portal, attendees will see a list of all sessions they have attended/watched.

    1. Each session will appear color-coded .

       1. If the title appears in red, this indicates you have not yet taken the post-test.

       2. If the title appears in green, this indicates you have completed the post-test.

       3. 

    2. Click on each session in red to complete your session post-test

    3. When finished with the post-test, click “submit” at the bottom. It will now show up green if the test was passed. 

39. Once an attendee has completed all session post-tests, they will have the option to download their certificate. 

    1. This button is located below the list of completed sessions. 

    2. The certificate will populate with the total number of credits that they have received.

40. Will the customer know if they have passed the post-test immediately within the platform? If so, how? 

    1. Yes, they will know immediately. A message will appear telling them that they passed or if they did not. 

    2. If they did not pass, the message will include “you can retake the test.”

41. Can an attendee retake the test if they do not pass? If yes, how many times can they retake it? 

    1. Yes, they can retake the post-test unlimited times in an attempt to get the CE credits.

    2. The system does not show them which questions they got wrong.

42. Can they download the certificate for CE’s earned even if they do not complete all of the post-tests?

    1. No. The system will only let them download a certificate when all post-tests have been completed. 

43. What if people do not “attend” a session until after the conference is over, but watch it within the 150 days after the conference? Can they still take the test and earn the credit?

    1. Yes. It works the same when they watch it “on demand” or during the conference weekend.

44. If an attendee is having trouble downloading the certificate, can we download it for them?

    1. Yes, we can download certificates for attendees

45. Can an attendee download their certificate multiple times?

    1. Yes, if they complete more sessions and come back later to take those post-tests, they will have an updated certificate with an increased value of credits shown. 

    2. There is no limit to the number of certificates that can be downloaded. 

Admin Only - CEU Portal Access

46. How can we find a specific person? 

    1. Search by first name or last in the search box. 

47. How can we see what sessions have been completed? 

    1. Click “show” to reveal all sessions and their status of completion.

48. What if an attendee says they did attend a session, but it’s not showing up on their CEU Portal?

    1. Look back at the session page on the virtual platform. See if the attendee was active in the chat box. 

    2. Ask the speaker if they are willing to give this attendee credit.

49. How do we add a session to an attendees list in the CEU Portal (for instances like in #48)?

    1. Find the session in the dropdown menu and click “add session”

    2. It will now show up for the attendee on their list and also show “quiz not taken yet.”

50.  You can see exactly who attended each session by clicking into a particular session. 

    1. Can download a spreadsheet here for both an attendee list and who downloaded their certificate. 

51. You can edit post-test details

    1. Quiz Admin lets you edit the amount of times attendees can retake post-tests, messaging they see when the pass/fail

52. Can an attendee be on the Virtual Platform “watching” a session, but on another tab on their computer doing something else simultaneously? 

    1. Yes. It will still show that they completed the session.