Picture this: Your organization is hosting a webinar for fellow trainers when suddenly… the host’s screen goes black. Not a glitch, but a full-blown, uninvited, “I’m-updating-EVERYTHING-right-now” computer crash.
This happened to me recently, and while my team and I navigated it, it exposed critical gaps in our webinar production preparedness. As professionals who train other trainers, we believe sharing this is valuable because it’s something that could happen to any of us.
I’ve delivered hundreds of in-person sessions and more online webinars and training than I could possibly count. These are often on someone else’s platform and most of the risk is on them. When we started our free L&D webinar series at Endurance Learning, it became more important for us to manage every detail from the design and delivery of the webinar to the technology.
The webinar Boring Training Activities? Not on My Watch! was scheduled for an hour and I was about 10 minutes into my lesson plan. We were on schedule, the audience was engaged and participating, and I was getting excited about my 17×17 Lightning Talk. Then, the worst possible thing happened…
My computer decided that it was the perfect time for the biggest software update I had ever experienced and my team found themselves unexpectedly steering the ship.
Did I mention that I was two slides away from the 17×17 Lightning Talk that is very hard for someone else to deliver?
What We Did Right (The Silver Linings & The Unexpected Gift)
No presenter, facilitator, or trainer ever wants to be in this position, but we don’t always have control. Even if I had been a little better about updating my computer, I could also have lost power or faced an internet outage.
- Team Composure: While surprised, the team didn’t descend into panic. That relative calm allowed for quicker thinking. This is a common mistake that presenters make when panic sinks in. The immediate response is that the co-host starts talking to fill the noise. Don’t fear the silence. It’s ok to tell participants what is happening and give yourself a beat to get back on track. You’re not the first or the last to experience technical issues.
- Quick Co-Host Action: My fantastic co-host Erin stepped up immediately. She appeared on screen, calmly explained there was a technical hiccup and that the host was working to return, reassuring everyone that we hadn’t vanished. This is backed up by the advice in the Airmeet blog about how to address technical issues, “If something goes amiss, address it immediately and give an estimate for fixing it. Honesty creates trust.”
- Engaging the Audience: Understanding that dead air is deadly, our co-host brilliantly initiated participation in the chat. She posed questions related to the previous topic, asked for experiences, and kept the audience actively involved. This bought crucial time and maintained energy. Not only did this fill some time, but it is an appropriate approach to dialogue education!
- Team Support: My colleague Tim was in the Zoom “Backstage” and realized that Erin no longer had a co-facilitator. He jumped in alongside Erin to take over the roles she had been performing, such as monitoring the chat, troubleshooting behind the scenes, and providing moral support.
- Audience Kindness: I wasn’t kidding about the unexpected gift. Perhaps the most powerful moment was the immediate, heartwarming response from our participants. As soon as the issue arose, the chat filled, not with frustration, but with genuine understanding, encouragement, and patience. Messages like, “Tech happens! No worries!”, “Take your time!”, “We’ve all been there!”, “You’re doing great!” poured in. This wave of kindness wasn’t just nice; it was a lifeline. It was deeply felt and significantly eased the pressure on our team. It was a powerful reminder of the supportive community we work within.
Where We Could Have Been Better (Key Learnings)
At Endurance Learning, we are committed to being a learning organization. I mean, it is in our name! We couldn’t resist this opportunity to think through how we could better respond in the future. The quote from the ClickMeeting blog is a good place to start. “The best way to start planning your webinar contingencies is to ask yourself: ‘What will I do if?'”
- Backup Role Clarity: Our most significant oversight? Not having a clear, pre-defined contingency plan for a host disappearing mid-stream. We were improvising. Tim admitted that it took him too long to realize that Erin didn’t have a cohost and that he didn’t have the lesson plan and PowerPoint open. Being a little more prepared and having some structures in place and perhaps practicing them will help when this happens. We should be able to answer questions like:
- Who will take over the host role?
- Who will take over the co-host role?
- Who will display the PowerPoint?
- What sections of the Lesson Plan can easily be adjusted if needed?
- Agenda Rigidity: It was pretty unlucky that I was so close to the 17×17 Lightning Talk in the Lesson Plan. I’m not sure that I would ever expect someone else to deliver this. It did, however, create a feeling of being stuck. Just before I rejoined the webinar, Tim mentioned to Erin that they could skip the 17×17 (I think they had lost confidence in my ability to return). If Zoom hadn’t announced my return with a chime, I’m pretty sure that was their next step.
- Practice: We have done a run-through before each webinar. When we prepare for our next webinar, we’ll take a slightly different approach. It probably isn’t enough for me to be able to deliver the content. While it isn’t worth it for all of us to be able to deliver the sections, it probably would help if my colleagues did a cursory practice of delivering the other sections and assigned themselves as presenters in case of emergency.
Our Webinar Production Fail Benefits You
As trainers, we talk a lot about adaptability and preparation. This experience forced us to practice what we preach, albeit reactively. Webinar production fails like software updates, internet drops, and slow connections are simply part of the landscape of live online training.
The profound lesson beyond the checklist was the incredible power of a supportive audience. Our participants’ immediate understanding and kindness transformed a potential disaster into a moment of shared humanity and solidarity. It buoyed our spirits and reminded us why we do this work, for the people in the (virtual) room. Thank you to everyone who was there. Your grace made all the difference.
The difference between a minor hiccup and a crisis isn’t just planning; it’s also the safety net of goodwill you build with your audience. Having a clear “Host-Down” protocol isn’t pessimism; it’s professionalism and respect for your learners’ time. It ensures the learning can continue and protects your credibility.
We challenge you, fellow learning leaders:
- Do you have a Plan B if your tech (or presenter) fails mid-session? Review your next plan. Identify your backup. Flag flexible content. Prep your stall tactics.
- Cultivate that community spirit. Foster an environment where kindness and understanding can flourish, because when tech fails (and it will), that goodwill is your most valuable asset.
