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FC Live: Focus Groups

What is FC Live?

FC Live allows you to hold video in-depth interviews (IDIs) and focus groups. IDIs and Focus Groups are a cornerstone of qualitative research and are ideally suited for detailed discussions exploring a variety of topics. New concepts and customer experiences are common topics. These interviews are often interactive, with a skilled interviewer responding to answers and probing for more detail (laddering). Detailed and rich data can be generated as a result, often with a deeper understanding of respondent’s motivations, beliefs, and tendencies.

This article will explain how to hold an FC Live Focus Group. This feature will allow a moderator to talk to up to 9 members at once for research that can be handled in a group setting. This article will cover both the Moderator view and the Member view.

Creating an FC Live Interview

There is a new sub-section under Activities for FC Live where you are able to create, edit and manage all of your FC Live options.

When creating an interview, the following fields must be completed:

  • FC Live Title: This is for moderation purposes only and is referenced in the admin anywhere you manage FC Live.
  • Research Description: This is for moderation purpose only, but is helpful for putting your research questions and goals for the Interview. This is also passed to Voxpopme when you send videos associated with the FC Live for transcription.
    • This field requires at least 50 characters.
  • Interview Type: This is where you specify if you want to hold an IDI or Focus Group.
    • When you select Focus Group, additional options display:
    • Total Focus Group Size is the maximum number of members that can participate in the session. This can range from 2 to 9.
    • Total Signups Allowed is the maximum number of members that can RSVP for a time slot. This allows you to over-recruit to ensure a full session.
      • All members who sign-up will be able to join until the Total Focus Group size is reached.
      • Once the maximum group size has been met, remaining members will receive a message that the room is full and will be able to reserve another session if any are available
  • Session Duration Time: This displays to members so they are aware of the time commitment and can schedule accordingly. However, during the actual video session, the duration can be shorter or longer to allow flexibility based on the how the conversation goes.
  • Session Full Message Title and Description: This will display when you select Focus Group as the type. This message will display to members who signed up for a time slot, but were not able to join because the maximum group size was reached. You can use this message to explain to members why they can’t join and thank them for their time.
  • Session Ended Title and Description: This will appear at the end of an interview and can serve as a thank you message after the session.

The next step is to create Sessions associated with the interview. These sessions will display to members and allow them to RSVP for a specific date and time.

  • You can optionally assign a session to a moderator at this time. You can also leave this blank and assign the host moderator from the Upcoming Sessions section at a later day.
    • Please note: Only the assigned moderator can launch the session. If you need to change the assigned moderator, you can always edit it from the Upcoming Sessions tab any time before the session starts.
    • The assigned moderator does not display to the member.
    • Only moderator users can launch a session. Client users can only join as an Observer.
  • Sessions can be Public or Private.
    • Public: The session will display to members in the activity and any member with access to the activity can RSVP for the session.
    • Private: The session will not display to members in the activity. Instead, you will need to manually assign a member to a private session time from the Upcoming Sessions tab.

Adding FC Live to an Activity

IMPORTANT

An activity must be created and have an FC Live interview added to it for it to display to members.

After creating an FC Live interview, you are able to add an FC Live block in the activity description. Wherever the block is placed in the activity is where the member will reserve the session time on the actual activity page.

In the FC Live box, you can type in the name of an interview and it will auto-populate. The Block Title must be filled in (for internal reference only).

We recommend downloading the following PDF and adding it to your activity. It will tell the members what browsers we support and how to join when the session starts: FC Live: How to Join PDF for Members

FC Live: Interview Management

Under the FC Live tab, all interviews are listed in one place, so that you can view their status, create new interviews, and edit or archive existing interviews.

From the Actions dropdown, you can also export the RSVP list for each Interview. This will generate an Excel file that lists all session times and show the status of each including the username and email for each reserved time and the status after the session finished, such as if the session was completed or if the member didn’t show.

NOTE: The following details can be exported from FC Live Interview or from the Activity Export. In the export, you will be able to see the status of each member who signs up for a Focus Group session.

  • The Activity Export will include a sheet called “FC Live Sessions” and will list all members who signed up for a time. It will then show the following statuses based on if the member participated or not:
    • Completed: Member joined and participated in the focus group. If points are enabled for participation in FC Live, members with Completed status will receive points.
      • NOTE: The host moderator must click the “End Session” button to successfully end the session. Clicking “End Session” will save the recording, which will then be available in the Completed Sessions tab.
      • When the host moderator clicks the “Cancel Session” button, the video recording is not saved and the member participants can join another, future session. Cancelling a session is useful when a participants only joins briefly and wants to reschedule.
    • Cancelled: Member joins the session, but moderator ends up Cancelling it. The session is not saved when Cancelled and the member can reserve another time if any are available. This distinction as helpful because it means the member joined and other had technical issues or asked to reschedule. If the member never shows up or joins, the status will be User No Show (described below).
    • Maxed Out: Applies to Focus Group only. Member logged into community, but could not join the focus group because the room was at maximum capacity.
    • Locked Out: Applies to Focus Group only. Member logged into community, but could not join the focus group because the moderator locked the room.
    • Member Leaves Session: Member joined focus group, but left the session before the moderator locked the room
    • Mod Disconnected: Member was disconnected from the focus group by the moderator (should only be used when a member is acting inappropriately)
    • User No Show:
      • IDI: Mod starts the session, member never joins
      • Focus Group: Mod starts the session, member never logs in
        • This distinction is necessary because a member might not be able to join a Focus Group if the room is full or if the mod locks the room. The No Show status helps you know that the member never even attempted to show up.
    • Mod No Show: Member was assigned to a session, but Moderator never launched/started session.
    • Ignored: No member reserved the time slot, session was never started by mod (because no assigned participant)
  • TIP: The statuses above can be helpful if you want to manually allocate points to members who attempted to join, but were not able to because the maximum group size was reached.

FC Live: Upcoming Sessions

On the Upcoming Sessions tab for Focus Groups, the total number of reserved members will display in the Participants column.

When you click on the participants link, you’ll see details of the members who have reserved. From there, you can manually add members or remove members from the session.

Members will receive an email notification if they are added or removed from a session.

FC Live Notifications

Members and moderators will receive automated system email notifications to ensure users join at the correct times. The following notifications will be sent:

  • FC Live RSVP Confirmation: Sent to members after they reserve a time on the activity detail page. It includes the session date and time and a link to the activity detail page. You can customize the email messaging from Communication Center > System > FC Live RSVP Confirmation.
  • FC Live Manual Assignment: Sent to a member after being manually assigned by a moderator. It includes the session date and time and a link to the activity detail page. You can customize the email messaging from Communication Center > System > FC Live Manual Assignment.
  • FC Live Session Cancelled: Sent to a member after they cancel a session or if the moderator removes the member from the session. You can customize the email messaging from Communication Center > System > FC Live Session Cancelled.
  • FC Live Reminder (member): Sent to a member 60 minutes before the session start time. It includes the session start time details and a link to join the session. You can customize the email messaging from Communication Center > System > FC Live Reminder.
  • FC Live Reminder (moderator): Sent to a moderator 60 minutes before the session start time. It includes the username of the member participant, session start time details and a link to launch the session. You can customize the email messaging from Communication Center > System > FC Live Mod Reminder.

Running an FC Live Focus Group Session

IMPORTANT

FC Live sessions are supported on the following browsers: Chrome version 72+ (video and screensharing), Firefox version 52+ (video and screensharing) and Safari version 11+ (video only; no screensharing). The best experience is using Chrome and is the recommended browser for sharing your screen during a session.

PLEASE NOTE

If you are joining from an office or other professional environment, audio and video might be blocked by an internal firewall. Work with your IT department to fix the issue by doing one of the following:

When it’s time to start a session, go to FC Live > Upcoming Sessions. You’ll see a button that says “Launch Chat.” Click the button to start the session. Video will begin recording immediately. Members can join when the start time is reached, not before, even if the host moderator has already started the session. As members join, they will display on the screen in the order they join.

During the session, the moderator can do the following:

Mute Yourself

  • The option to mute yourself is the small microphone icon that displays over your own video feed.
  • You can toggle between mute and unmute state by clicking that button.
  • By default, audio is enabled when you start a session.

Mute Participants

  • You can mute individual participants by clicking the small microphone icon that displays over any participant video feed.
  • This toggle will mute or unmute the participant for them. It is best used when a member is in a location with a lot of background noise, but has forgotten to mute themselves.

Remove a Participant

  • Over each participants video feed is also an icon with the person and x, this is the disconnect button.
  • When you click the button, the member will be removed from the session and unable to rejoin.
  • Only use this option if the member is acting inappropriately because they will not be able to rejoin.

Share Screen (button)

  • In a focus group, only the host moderator can share their screen (members are only able to share their screen during an IDI session)
  • This option is useful if you want to share stimuli with the participants during the session.
  • Sharing your screen allows you to select an application, browser tab or entire desktop to share with the member.
  • The participants will be able to see your screen as well as your video feed (video and audio).
  • IMPORTANT

    Screen sharing is only available on Chrome version 72+ or Firefox version 52+ browsers. The best experience is using Chrome and is the recommended browser for sharing your screen during a session.

Lock Session (button)

  • If you want to prevent members from joining if the group size has not been met, click the Lock Session button. This will lock the room and not allow anyone else to join.
  • This is helpful to do if the total group size has not been met, but you don’t want anyone else joining during the session as this might interrupt the conversation.
  • When a member visits the activity after the session is locked, they will see the Session Full message on the page.
    • In addition, when you pull an activity export, members who log into the community but cannot join the session due to being locked out, show with the status “Locked Out”
      • Note: Members who login into community but cannot join because the room has hit capacity, the member will show as “Maxed Out” in the activity export.

Cancel Session (button)

  • Cancelling a session is sometimes helpful if not all of the members are able to join and you don’t want to run the session.
  • When the session is cancelled, the video recording is ended and the members can reserve another time in the same FC Live Interview.
  • When the moderator joins, but no members show, the video will not be saved.

End Session (button)

  • Ending the session closes the video recording for all participants. The members will be shown the End Session message and returned to the activity detail page when the session is ended.
  • The video recording is saved and will be available in the Completed Sessions tab after the session is ended.
  • NOTE: If you close the video session browser without clicking the End Session button, the video will continue recording.
    • You can return to the video session screen by clicking “Relaunch Chat” button from the Upcoming Sessions tab and continue with the session if the member is still in the video session.
    • If you don’t return to the session within 5 minutes, the recording will automatically end and be available in the Completed Sessions tab.
  • During a video session, if a member or moderator is disconnected, the recording will continue and the disconnected user can return to the chat.

Reassigning a Member

In some cases, a member may join the focus group, but need to leave and want to reschedule for another time. In this case, even if the member leaves, the status will be Completed for that member because they joined, even briefly. When the member has Completed status, they do not see an option to reserve another session.

As a moderator, you can manually reassign that member to another, future time if you would like in the Upcoming Session tab. The member will receive an email confirmation when they are assigned to a session and the process for participating will be the same for the member at that point.

Sharing Your Screen During a Session

To share your screen during a session, click the “Share Screen” button. You will be prompted with a few options:

  1. Select from Entire Screen, Application Window or Chrome tab

    1. NOTE: We recommend using Chrome for screensharing because it offers the best user experience.
    2. If you choose to use Firefox for screensharing, you cannot select an individual Firefox tab. Instead, you have to choose the entire Firefox browser to share. Whereas with Chrome, you can select to share only 1 tab.
    3. We do not recommend sharing your entire screen. When that is selected, the member will see the FC Live session window including the notes area and the Mod Chat if observers are in attendance.
  2. After selecting the application or browser tab you want to share, click the “Share” button and your screen will being sharing with the focus group participants.
    1. This is an example of how it will look to the member:
    2. The member will continue to see your video and hear your audio while also seeing your screen.
    3. If the participant is using the mobile app, the screen will display full screen in landscape mode so that the screen can be seen more clearly on the smaller screen. The mod video will not display to the member, but audio will still be on during the time.
      1. Once the screensharing is turned off, the mod video will be visible again in the mobile app.
  3. To Stop Sharing your Screen:
    1. When you are sharing your screen via Chrome, a small window will display at the bottom of your screen with a “Stop sharing” button.
    2. Simply click the button to stop sharing your screen. The view will return to the default IDI view for both the moderator and member.
    3. When you are sharing your screen via Firefox, you’ll see an icon blinking in red in the browser:

      1. First, click on the icon.
      2. A small window will then display indicating that “Share the Screen” is allowed temporarily.
      3. Click the “x” and your screen will stop being shared.

Joining as an Observer

Once a session has been started by the host moderator, any moderator or client user can go to Activities > FC Live > Upcoming Sessions and will see the “Join as Observer” button for any sessions in progress.

Once you click the button, you’ll see a nearly identical view as the host moderator with a few exceptions:

The observer participant cannot do any of the following:

  • Mute the mod or any member
  • Disconnect the mod or any member
  • See the host mod notes
  • Be seen or heard by the mod or members

The observer can only do the following:

  • Participate in the real-time Mod Chat (only the host mod and other observers can participate in the chat)
  • View the list of observers in the Observers tab. This is a real-time list that shows the username of observers that have joined or left the room.

You can download an instruction PDF for joining as an Observer here

PLEASE NOTE

If you are joining from an office or other professional environment, audio and video might be blocked by an internal firewall. Work with your IT department to fix the issue by doing one of the following:

FC Live: Completed Sessions

After the session is over, the video is available in the Completed Sessions tab.

Under the Completed Sessions tab you see all sessions where a video interview was recorded. This does not include the sessions that occurred without a recorded video.

This is section, you are able to:

  • Download the merged video or individual participant videos for each session
  • Export the notes you took during the video session
  • Send the video to Voxpopme for transcription and analysis (only available if Voxpopme is enabled for the community)
  • Archive videos

Member View

The member view in the activity is the same as IDIs. Members will see the available session and can reserve at any time before the session begins.

If a member is reserved for a time, but the room is full or the moderator has locked the room, they will see the Room Full message (see below). If any other available times are available, they can reserve another session.

Member view of focus group on desktop:

Member View of a focus group on Mobile:

The focus group session behaves like a group video chat. The member can mute/unmute audio and leave at any time.

Updated on October 21, 2020

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