Video calls

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Pros Cons
  • Practical for people who can’t attend face-to-face due to e.g. travel, childcare, social anxiety
  • Can share screens to show people resources etc
  • Staff and service users need to be able to access and use technology
  • Limited non-verbal cues
  • Confidentiality needs to be managed differently from in a face-to-face setting
Do's Don'ts
  • Test your technology: internet connection, camera, microphone
  • Make sure that you are confident in video calling – practice makes perfect
  • Consider using headphones to help ensure confidentiality
  • Check that the person can hear and see you adequately
  • Assure the person that the call is not recorded
  • Confirm in advance that remote technology is suitable for the person
  • Provide clear instructions on how to access and use the technology and contact details for technical support.
  • Include information on confidentiality measures and how to rejoin if they lose the connection.
  • Advise people to test the technology in advance of the session and to contact yourself or technical support with any problems.
  • Advise people to prepare for the session, e.g. by testing the technology, ensuring if possible that others are not using the same Internet connection at the time, blurring or changing their background if they wish to do so.
  • Multitask whilst working with a person online
  • Forget to shut down all other information on your screen if sharing screen with person
  • Assume that the person will call back if connection is lost
1. Getting started with video calls

You might want to revisit Barbara Hughes' video from North Ayrshire Library Services, describing how she would approach getting someone started with making video calls. 

2. Return to Video, Telephone and Text