Internal Preparation Protocol

Technical Pre-Live Checklist (THE AGENCY): Implement a checklist with the 50 essential points to review before each live stream.

Requirements for THE BRAND 

Checklist 

Video:

• Delivery: 1 week before the event.
• Resolution: 720p (1080x720).
• FPS: < 30.
• Bitrate: > 2500 kbps.
• Video Length: Recommended maximum of 30-45 minutes (based on best practices).
• Product Count: No more than one product per minute of streaming (e.g., 90 products is too many for a single live session).
• Clear Initial Message: Videos must clearly communicate that the event is live, emphasizing the excitement of the occasion.

Products:

• Delivery: 1 week before the event.
• Format: CSV.

Surveys, CTAs, Chyrons:

• Delivery: 1 week before the event.
• Format: Excel to capture from client and then create manually.

Joint Tests for Pre-Recorded "Faux Live" Streams:

Session 1:

• 48 hours before the event, including full streaming to the client's test social media accounts.

Session 2:

• Morning of the event, with a full rehearsal including streaming, games, and surveys.

For Real-Time Live Streams (Not Pre-Recorded):

• Session 1: Conducted at least 96 hours before the event at the actual location and under the exact conditions of the live stream. This ensures connectivity is thoroughly tested.
• Test the complete route that presenters and cameras will follow to confirm minimum required conditions are maintained throughout.

Connectivity Requirements:

1. Ensure a dedicated internet connection for the production team (not shared with other users).
   • Minimum: 200 Mbps upload speed with 70 ms maximum latency (tested via www.fast.com) in all areas covered during the live stream.
2. Ensure all technical equipment (computers, peripherals, cameras, etc.) used by the production team complies strictly with the standards outlined in this document.

If Connectivity Tests Are Unsatisfactory:

• THE BRAND must:
  • Provide the necessary means to meet minimum connectivity requirements (200 Mbps upload & 70 ms latency), such as upgrading internet services or technical equipment.
  • Adjust the route during the live stream to cover only areas that meet these requirements.
  • Have a pre-recorded and edited backup video ready to broadcast as a faux live stream (apply the previously stated video requirements).

Action Plan for Potential Incidents

Case 1: Internet Connection Failure

• The system sustains operation for up to 5 minutes without intervention.
• Steps:
  • Restart the router and reconnect (THE AGENCY, THE BRAND).
  • Connect to a mobile hotspot if necessary (THE AGENCY, THE BRAND).
  • If the issue persists beyond 5 minutes:
    • Display a chyron or stop the stream.
    • Disconnect social media streaming from THE AGENCY and post a story with a video or image stating:
      "Oops! We're experiencing some internet connection issues. We're working to fix them and will be back shortly. Stay tuned!" (THE AGENCY).

Case 2: Poor Image Quality on the Website (More than 1 Minute)

• Display an image with the message:
  "Oops! We're experiencing some internet connection issues. We're working to fix them and will be back shortly. Stay tuned!" (THE AGENCY posts the image; THE BRAND provides it 1 week prior).
• Display a chyron with the same message (THE AGENCY).
• Momentarily pause the stream (THE AGENCY).
• Disconnect social media streaming (THE AGENCY).
• Post stories on major social platforms (THE BRAND).
• Troubleshoot:
  • Check the connection (THE AGENCY, THE BRAND).
  • Ensure the computer is adequately powered (THE AGENCY, THE BRAND).
  • Verify OBS resolution settings are correct (THE AGENCY, THE BRAND).
• Resume the stream, reconnecting to social media platforms (THE AGENCY).

Case 3: Social Media Issues (Image or Sound Problems, Web Is Fine)

• Identify which platform is affected and act accordingly:
  • If it’s Loola, disconnect and post creatives on social media (THE BRAND) redirecting viewers to the website.
  • If it’s all platforms:
    • Display an image:
      "Oops! We're experiencing issues with social media connections. We're working to fix them and will be back shortly. Stay tuned!"
    • Pause the stream (THE AGENCY).
    • Disconnect social media platforms (THE AGENCY).
    • Post creatives redirecting viewers to the website (THE BRAND).
    • Continue the stream on the website only (THE AGENCY).
    • Restart the video at the interruption point.
    • Add a short intro video before resuming (THE AGENCY posts it, THE BRAND provides it 1 week prior).

Case 4: Sound Issues on the Website

• Check OBS to ensure sound is being broadcast (volume) (THE AGENCY).
• Verify the microphone is functioning correctly (THE BRAND).
• If neither the microphone nor OBS sound is working:
  • Display an image with the message:
    "Oops! We're experiencing some sound issues. We're working to fix them and will be back shortly. Stay tuned!" (THE AGENCY posts the image; THE BRAND provides content 1 week prior).
  • Display a chyron with the same message (THE AGENCY).
  • Momentarily pause the stream (THE AGENCY).
  • Disconnect social media streaming (THE AGENCY).
  • Post stories on social platforms:
    "We're experiencing sound issues and will be back shortly." (THE BRAND).

Prepared Content for All Incidents

(Provided by THE BRAND 1 week before the live stream):

• Images or videos for THE AGENCY and the brand’s social media platforms:
  • Internet connection issues → We’ll be back soon.
  • Sound issues → We’ll be back soon.
  • Technical issues → We’ll be back soon.
  • General issues → We’ll be back soon.

If the Live Stream Cannot Be Resumed:

• Provide images or videos for the brand’s social media platforms:
  "We couldn’t resolve the issues in time, but we’ll try again soon."
• Send a newsletter to participants with updates.