By Patrick Britton, CTS, CTS-D
Published in the September 2009 issue of Today's Facility Manager
Every day we become more dependent on technology. We take for granted technology that a generation or two ago would be considered works of science fiction. We carry telephones in our pockets and computers in our briefcases, and we can conduct “face to face” meetings with colleagues on the other side of the world using a television (though it’s not quite that simple).
Audiovisual (AV) technology has become a dominant factor in productivity in our work. We share information verbally through lectures, presentations, and audio conferences. We share visual information using Microsoft PowerPoint, Blu-Ray DVD, and video teleconferencing displayed by projectors hung from ceilings and flat panels fixed to the wall. Gone are the days when a conference room consisted of a large table and a portable whiteboard. No longer are classrooms limited to desks and a chalkboard.
The people using these types of facilities have come to expect that technology will be incorporated into meeting rooms, transforming them into collaborative workspaces. In many places, classrooms and meeting rooms have moved beyond the boundaries of brick and mortar walls and are now comprised of people discussing information over the Internet using videoconferencing and data sharing programs.
Demand for these rooms can be so great that they are sometimes reserved weeks, or even months, in advance. A failure of a presentation system can not only inconvenience the user of that specific room, but users in other locations around the world will be affected as well. The critical nature of AV technology in conference and meeting rooms has many facility managers (fms) asking themselves: How do I manage the use of these spaces? And how do I maintain the equipment to maximize life cycle and prevent critical failures that will impact my users?
Room Scheduling Systems
In the old days, the process of reserving a conference room was as low-tech as the room itself. Users contacted an administrative assistant who maintained a scheduling calendar for each room.
Then, technological developments enabled organizations to change this process. In a simple solution, the scheduling book was replaced by Microsoft Outlook, IBM Lotus Notes, or a similar program. By assigning each room an account on the exchange server, users could check a room’s availability and then set the schedule by including the room on a meeting invitation.
There are scheduling software systems that allow users to enhance the functionality of programs like Microsoft Outlook. In addition to being able to schedule room use from their computers with Microsoft Outlook or IBM Lotus Notes, users can also reserve a room from a touch screen located outside the room. In that type of scenario, the touch screen displays the meeting currently scheduled in the room and alerts potential last minute participants of the room status with a red or green light.
An added advantage of this type of system is the ability to monitor the use of a room (or several rooms). Fms can monitor all of the meeting spaces in their facilities. They have the data to determine whether or not they have sufficient meeting spaces available to satisfy demand. An fm can monitor conference room use by size and function.
In recent years, this has particularly helped some fms to schedule the deployment of new videoconferencing suites. In this way, fms have the ability to spot current trends and stay ahead of the demands for technology.
Control system companies have stepped into the scheduling management domain by combining scheduling software with their room control systems. Many users have become familiar with control systems in conference rooms that allow them to operate a highly technical presentation system with a touch sensitive monitor on a table or mounted on a wall. The resulting software products allow fms to manage their technology resources.
While the original purpose of control systems was to simplify system use, one advantage has been that simplified use means reduced service calls to the facility management (FM) or IT departments. Systems can be configured to monitor use and e-mail an appropriate member of the FM staff when components are nearing milestones for standard maintenance (such as projector filter or lamp replacement).
When combined with a touch screen outside the room, the system provides similar functionality to scheduling software systems. When fully configured, these programs enable fms to establish an AV help desk that can be staffed by in-house personnel or an outside AV service provider. If users experience a technical difficulty, they can contact someone at the help desk who will be able to check the status of the room remotely. In many cases, problems can be resolved online, and the room is put back in use with minimal interruption.
Creating A Maintenance Plan
Once fms conquer the dilemma of managing conference room scheduling, they face the task of maintaining the AV systems in order to meet scheduling requirements. AV systems, like other building systems, require regular maintenance. This maintenance varies depending on the specific system in place, but it typically includes tasks such as replacing or cleaning filters, replacing projector lamps, and monitoring equipment for dust that will cause components to overheat with time.
Fms should request a recommended maintenance schedule from their AV system integrator before final acceptance of a system. This maintenance schedule is often provided in usage hours—very much the same way automobile maintenance is scheduled by mileage. The maintenance schedule may vary from room to room.
So what can fms do to extend the reliability and life cycle of their AV equipment? There are several technology options that can simplify the management of a maintenance program. There are room scheduling software products that enable fms to review the use of each room and determine the appropriate interval of maintenance for each space. Some systems provide e-mail notifications when individual components (such as filters or projector lamps) require attention. Scheduled maintenance should include a review of the functionality of all system components, a check for a buildup of dust that could cause overheating, and an inspection of user accessible cables for wear or damage.
While maintenance can be performed by in-house personnel, organizations can obtain service contracts from professional AV companies. This type of service provider will review the systems within the facility, assess their use, and provide a price for regular preventive maintenance visits. These visits should include all of the aforementioned services.
It is advisable to make sure the service contract includes a contact number to call when service is needed, especially in case of an emergency.
It should also outline the levels of response to be provided, which range from troubleshooting over the phone to dispatching a technician to the room in question. Contracts should outline response times (which can range from two hours to two or more days), depending on the critical nature of the system. Fms should note that the more rapid the response time, the higher the cost of the service contract. Rapid response does not need to be requested if a response within 24 or 48 hours will suffice for the organization.
The contract should also specify the labor rate associated with service calls. Fms should work with their providers to develop an agreement that meets the needs of their specific facility. The purpose of the contract is to reduce the potential for system failure through regular maintenance while setting the expectations for repair services when a system does fail.
Increasingly, people not only expect AV technology in their conference rooms and meeting places, they demand it. The challenge to the fm is twofold: first, effectively scheduling conference and meeting rooms, and second, keeping these rooms operating. Is it any surprise that a solution would involve the use of more technology?
Britton serves as an integration manager for the Washington, DC. office of AV integrator AVI-SPL. He has nearly 15 years of experience in the AV industry, coordinating with clients in all sectors to manage infrastructure requirements such as electricity, network capabilities, and telecommunications.
What tools do you use to manage your conference room needs? Send an e-mail to avazquez@groupc.com.
