Webinar SLAs for DG/CM/PM

Owned by
Stella Brooks
, created
May 21, 2024
6 min read

Summary: This document outlines the SLAs for standard and pre-existing webinar requests, addresses extenuating circumstances, and highlights airtable ticket statuses.

[Standard Webinar Requests]

This includes our standard Live (real-time) or Simu-Live (pre-recorded) Webinars.

Timeline

  • 25 business days (5 business weeks) before the desired webinar date: DGM/CM/PM submits a webinar request via the DGM/CM/PM submits a webinar request via Airtable form.

  • Webinar name/date/time

  • Registration page copy

  • Parent Campaign

  • Webinar Strategic Goals/Focus/Division/ GMT ID (if applicable)

  • Speaker/SME details

    • (Include the following for each speaker; headshot, 3-4 sentence bio, job title, company, and contact email address)

      • If their details are already in the database, confirm with the speaker that their information and image are up to date.

      • Example ticket with all required SME details: here

  • Webinar image

    • This image will display on the website and the BigMarker registration page.

    • Attach an image on the Marketing Request Form under "Webinar - Image" field.  

      • You have the option to use the Relias Image Library or, preferably, request an image from Creative when you need other items such as email banners/graphics. This helps avoid reusing the same images repeatedly and ensures that they are more meaningful and purposeful.

  • Date of first invite/promotion

    • See “10 business days (2 business weeks) before first invite/promotion” below for details.

  • 10 business days (2 business weeks) before first invite/promotion: Ensure the webinar ticket is submitted at least 10 business days prior to your first scheduled invite/promotion. If you want the first invite to go out sooner, submit the webinar ticket earlier.

If you submit a webinar ticket on February 9 at 12 p.m. ET for a live webinar scheduled for March 15, this meets the initial SLA requirements. However, the earliest the first invitation can be sent out is February 26. If you want the first invitation to be sent out earlier, you need to submit the webinar ticket sooner. For instance, if you want the first invitation to be sent out on February 16 for the same webinar date of March 15, you should submit the webinar ticket no later than February 2.

  • 10 business days (2 business weeks) before live webinar: DGM/CM/PM submits audience resources and CTA Details

  • Audience Resources

  • CTA Details (main text, button text, and desired link)

    • For CTA text: Recommended 100 characters or less for the main text; for the button text, 15 characters or less.

    • Below are examples of CTA main text and button text that are within these character limits, as well as a screenshot of the final CTA displayed in BigMarker;

      • Main CTA text: “Get Your Staff Prepared for the Dementia Care Shockwave”. OR “Get Mobile-First Training for Your Entire Staff from Relias”.

      • CTA button text: SEE HOW/ REGISTER NOW/ REQUEST A DEMO/ LEARN MORE

        image-20240520-202058.png

    • For CTA link: If you do not specify which link to use, I will refer to the list of general CTA links per vertical (created by the Email Ops team).

  • 4 business days before live webinar: DGM/CM/PM will upload the final slide deck into the ticket.

Please inform the SME(s) to submit their final slides a minimum of 5 business days prior to the webinar. This allows for error correction, ensures slide availability on the platform, prevents display issues, and gives SME(s) sufficient time for presentation rehearsal, enhancing the attendee experience.

Note: To meet the launch timeline, deliverables must be received by 12 p.m. ET on the day of each required submission.

Examples

  • If you want to host a webinar on March 15. You must submit the ticket with all initial deliverables no later than February 9 at 12 p.m. ET.

    • Airtable ticket with all the deliverables provided: here.

 

Note: ALL TEAMS (DG/CM/PM and Email/Media/Marketing Ops) are responsible for checking in on Airtable tasks/projects daily, regardless of whether you receive an email notification or not. However, if you are not receiving notifications, please review this knowledge article: Managing Airtable Notifications.

 

[Pre-Existing Webinar Requests]

This includes externally held webinars (for example, webinars hosted through a partner’s webinar platform) or internally held event sessions (for example, Impact Nation/ Impact Series) that you would like published to Relias.com and made available for on-demand viewing here.

Timeline

  • 5 business days (1 business week) before desired post date: DGM/CM/PM submits webinar request through Airtable form.

    • Ensure you check the box for field “Webinar - Pre existing Video & Webinar?“ to populate the correct fields for this request.

image-20240520-205900.png

  • Webinar Name

  • Webinar Live Date

  • Post Date

  • Parent Campaign

  • Webinar Strategic Goals/Focus/Division/ GMT ID (if applicable)

  • Registration page copy

  • Webinar Slides (PPT file)

  • Webinar Recording (mp4 format)

  • Speaker/SME details

    • (Include the following for each speaker; headshot, 3-4 sentence bio, job title, company, and contact email address)

      • If their details are already in the database, confirm with the speaker that their information and image are up to date.

      • Example ticket with all required SME details: here

  • Webinar image

    • This image will display on the website.

    • Attach an image on the Marketing Request Form under "General Resources" field.  

      • You have the option to use the Relias Image Library or, preferably, request an image from Creative when you need other items such as email banners/graphics. This helps avoid reusing the same images repeatedly and ensures that they are more meaningful and purposeful.

Examples

  • If you want to post a webinar on March 15. You must submit the ticket with all deliverables no later than March 8 at 12 p.m. ET.

    • Airtable ticket with all the deliverables provided: here.

[Extenuating Circumstances]

When it comes to holidays/PTO coverage, on-site meetings, periods of short staffing, and so on, please get in touch with the Marketing Ops Specialist if you think you might need an extension for your deadlines, want to reschedule, or need to cancel something. As soon as you know about anything that might affect the launch of your webinar, please let the Marketing Ops Specialist know so we can talk about what to do. Don't wait until our meeting time to share this information - the sooner you tell us, the better.

[Airtable Ticket Status Descriptions]

Statuses include: New, Webinar Hold, With Email Ops, SEO Review, With DGM/CM/PM, Ready to Be Marketed, Complete, Cancelled, and Rejected. Status descriptions provided below.

  • [New]:

    • Default status when webinar request is initially submitted. The webinar status is confirmed.

  • [Webinar Hold]:

    • The ticket was submitted early, but the webinar status is not 100% confirmed.

  • [With Email Ops]:

    • Waiting for Email Ops to QA registration page copy.

  • [SEO Review]:

    • SEO team member is reviewing the webinar title and registration page copy.

  • [With DGM/CM/PM]:

    • This status could indicate several things, such as waiting for DGM to provide initial webinar deliverables, waiting for DGM to approve registration page copy with QA and SEO suggestions, waiting for DGM to add CTA link/text and attendee resources, or waiting for DGM to upload webinar slides. By reviewing the comments section, you can determine the precise meaning of this status.

  • [Ready to Be Marketed]:

    • The webinar registration page is live on the site and is ready to be marketed by Email/Social/ Digital Marketing teams.

  • [Complete]:

    • The webinar has concluded. The Marketing Ops Specialist has uploaded the recording to the website for on-demand viewing and added details to the Website Resources Base.

  • [Cancelled]:

    • The webinar was most likely canceled due to SME(s) no longer available/ emergency circumstances. Marketing Ops Specialist will include a message in airtable as to why this status was used.

  • [Rejected]:

    • The webinar request has been rejected. Marketing Ops Specialist will include a message in airtable as to why this status was used.