Live Chats - Step by Step Guide

A Live Chat is an activity type which facilitates real-time synchronous interactions among invited members and admins/moderators, like an instant messaging tool with additional features. Live Chats require all participants to log-in at a specific date and time. This type of activity requires pre-screening, scheduling, and live session attendance.

A Live Chat takes a little more time and preparation than the other activity types. The steps to achieve a successful session are simple and easy to follow. Following these steps ensures a good user experience for your members and meaningful insights for you and your clients.

Steps for Live Chats: 

1. Screening: Live Chats typically require more time of respondents (~60 minutes) than most other activity types, which means a higher incentive is in order. Screening for openness and availability is an important part of setting up a Live Chat. Typically, 10-15 participants in a live chat is ideal. To achieve this, you will want to identify 15-20 qualified respondents who are available to show up at the time of the chat. Over-recruiting accounts for the fact that you will likely have a few “no shows” at time of the chat. The screener will identify the qualified and willing members and capture availability. For more details on screening, read here.
2. Invitations and Reminders: At this point you invite screened and qualifying members, inform them of session details, and send reminders so they don't forget to attend the session. For more details including cadence and timing, read here.
3. Discussion Guide and Question Types: Design your guide carefully to ensure you cover all "must have" topics and questions without running out of time. Discussions can be lengthy, especially if you have a larger group of members participate. For more details, read here. 
4. Settings: Set up your Live Chat. Here you can set access rights, start time, and incentives. For details, read here. 
5. Moderation: Read how to publish questions, moderate and manage backroom client input. Click here for details.