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 LINGOs' Elluminate Live Support Strategy
The LINGOs Elluminate Live! Support Strategy is updated frequently, and provides a summary of resources accessible to LINGOs member agencies to address common issues faced by Elluminate users. The Support Strategy is organized by category and provides answers to the most frequently ased questions LINGOs member agencies have regarding Elluminate Live!
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 Frequently Asked Questions
ResponseFilter
Expand/Collapse Category : Licenses/Passwords/Policy ‎(5)
How do I register new users?Use SHIFT+ENTER to open the menu (new window).
LINGOs member agency Key Contacts should contact Tyler Berg licenses@lingos.org to request usernames and passwords for the ten complementary Elluminate Live licenses that come with LINGOs membership.  Tyler Berg will contact users directly with their usernames, passwords and an introductory letter for new users of Elluminate that provides a comprehensive introduction to the tool and a summary of support resources available to new users.
What is LINGOs' Elluminate Live! License Distribution Policy?Use SHIFT+ENTER to open the menu (new window).
Each LINGOs member agency receives free access to 10 user licenses for Elluminate Live!  Each license is valid to host an unlimited number of Elluminate Live meetings with a maximum number of 25 participants per event.  Users can surpass the 25 participant limit with prior notification to the LINGOs staff.  User licenses are intended to serve one individual per license.
What is LINGOs' Elluminate Live! Recording Policy?Use SHIFT+ENTER to open the menu (new window).
Registered users of the Elluminate Live! can record their on-line events.  These event recordings will be made available on the Elluminate-provided server for 30 days following the event. 
 
If a user wishes to guarantee access to that recording follwing thirty days, it is recommended to convert the recording into a format that can be retained either on hard drive, CD Rom or posted to the web.  Two tools that have bee used to convert Elluminate LIve recordings are Elluminate Publish! and/or Camtasia SnagIt.
How do LINGOs member agencies obtain additional Elluminate Live! licensesUse SHIFT+ENTER to open the menu (new window).
Through its relationship with LINGOs, the Elluminate company is offering a special rate to LINGOs member agencies who wish to expand their number of Elluminate licenses beyond the 10 moderators provided via LINGOs membership.
 
To receive details concerning the negotiated LINGOs rate for additional Elluminate licenses, contact eric(at)lingos.org
How do I recover lost Username/Passwords?Use SHIFT+ENTER to open the menu (new window).
Inquiries related to lost username/passwords should be directed to Tyler Berg at licenses(at)lingos.org
Expand/Collapse Category : Orientation (Beginners) ‎(2)
What resources exist for first-time Elluminate Live! session PARTICIPANTS?Use SHIFT+ENTER to open the menu (new window).
LINGOs highly recommends two resources to support first time PARTICIPANTS in Elluminate Live Sessions.
 
1.  The LINGOs website has a GETTING STARTED page for Elluminate Meeting Participants.  This page provides concise information on how first time users should prepare for their inaugural Elluminate Live! session.  http://ngolearning.org/learningtools/elluminate/pages/Getting%20Started.aspx
 
2.  The Elluminate Support Site has an abundance of  orientation materials for first-time participants in Elluminate Live! Sessions.  These include:
a video available at http://www.elluminate.com/support/orientation8/index.jsp 
a quick reference guide available at http://www.elluminate.com/support/docs/8.0/Elluminate_Live_V8_Participant_Quick_Reference_Guide.pdf
a Participant Introduction at https://sas.elluminate.com/mr.jnlp?suid=M.02D6BD86D95C82A199D03ADEE6D893
 
What resources exist for first-time Elluminate Live! MODERATORS?Use SHIFT+ENTER to open the menu (new window).
LINGOs recommends two resources to support first-time moderators to Elluminate Live!:
1.  The Elluminate Live! Moderator Training workspace http://www.elluminate.com/support/docs/8.0/moderator.jsp is the best source of orientation materials for first-time moderators including:
Video - "Getting Started with Elluminate Live for Moderators" 19 minutes https://sas.elluminate.com/mr.jnlp?suid=M.1736438FC9F73D55C866CAA8A504BC
User Guide - "The Elluminate Live User Guide for Moderators" http://www.elluminate.com/support/docs/8.0/Elluminate_Live_V8_Moderator_Guide.pdf
And much more
2.  On-Line Live Moderator Training is provided free of charge for first-time moderators.  Information on dates and times for the "Getting Started with the Elluminate Live for Moderators" class is available at http://sas.elluminate.com/site/external/event/schedule?etn=training&eef=1
Expand/Collapse Category : Support Documentation ‎(3)
LINGOs' Elluminate Live! Technical Support WorkspaceUse SHIFT+ENTER to open the menu (new window).
The LINGOs Elluminate Live! Technical Support Worskpace http://ngolearning.org/learningtools/elluminate/pages/Technical%20Support.aspx is a repository of FAQs, Tips and Tricks and blog entries related to Elluminate Live!
 
The workspace is a clearing house of information shared by the 35 LINGOs member agencies that use Elluminate Live!  This site documents known issues and recommended soultions for Elluminate uses in the iNGO context.
Elluminate Technical Guides and DocumentationUse SHIFT+ENTER to open the menu (new window).
Elluminate has an extensive library of Technical Guides and Dcoumentation that provides insights into addressing the most common challenges when participating in or leading Elluminate Live Sessions:  http://www.elluminate.com/support/docs/
Elluminate Users CommunityUse SHIFT+ENTER to open the menu (new window).
The Elluminate Live!® user community , the Elluminati, is  a marketplace of ideas and support for Elluminate users who are  passionate about live eLearning and web collaboration.
Expand/Collapse Category : Training (Intermediate and Advanced Users) ‎(2)
What resources does ELLUMINATE provide for training Elluminate Moderators?Use SHIFT+ENTER to open the menu (new window).
In addition to the Orientation materials available to Elluminate Moderators, LINGOs recommends two resources when providing intermediate and advanced level training to Elluminate Live moderators:
1.  The Elluminate Live! Moderator Training workspace http://www.elluminate.com/support/docs/8.0/moderator.jsp is provides detailed training materials on using the Elluminate's interaction tools.  A representatve list of topics covered includes: 
application sharing
breakout rooms
audio
chat
and much more.
 
2.  Live On-Line Moderator Training is provided free of charge for intermediate and advanced level moderators.  Information on dates and times for the "Next Steps with Elluminate Live for Moderators"  and the "Advanced Skillls with Elluminate Live for Moderators" classes is available at http://sas.elluminate.com/site/external/event/schedule?etn=training&eef=1
What resources does LINGOs provide to train Elluminate Live! Moderators?Use SHIFT+ENTER to open the menu (new window).
LINGOs sponsors a series of two-part courses that are designed to improve the facilitation and curriculum design skills of on-line facilitators.  http://ngolearning.org/courses/availablecourses/online/default.aspx
 
These courses, held approximately six times each year, are not Elluminate-specific.  The courses will, however, improve the foundational facilitation and design skills required for successful on-line synchronous training.
 
Expand/Collapse Category : Troubleshooting - Help Desk ‎(2)
What resources do Elluminate provide to assist with troubleshooting?Use SHIFT+ENTER to open the menu (new window).
Elluminate has graciously agreed to support LINGOs Member agencies via its on-line Elluminate Help Desk http://support.elluminate.com/ics/support/default.asp?deptID=2653
 
Recognizing that Elluminate provides its product as a donation to LINGOs and its member agencies, member agencies are asked to first visit the Elluminate Support section and the LINGOs Elluminate Workspace before contacting the Elluminate Help Desk directly. 
 
The Elluminate Help Desk includes a Knowledge Base, a Live Chat function and a Support Ticket system.
What resources do LINGOs provide to assist with troubleshooting?Use SHIFT+ENTER to open the menu (new window).
In the event that an agency is unable to address an Elluminate challenge using the LINGOs and Elluminate on-line technical support resources, Agency Key Contacts are invited to contact mike@lingos.org to identify alternate technical support solutions.
Expand/Collapse Category : Usage Reporting ‎(1)
What is LINGOs' Reporting Policy for Elluminate Usage?Use SHIFT+ENTER to open the menu (new window).
At the end of each quarter, LINGOs posts a  Member Agency Elluminate Usage Report to the LINGOs Key Agency Contact Community workspace.