Frequently Asked Questions
Below you will find answers to the most common questions we are asked. If your question is not on the list, you can contact us directly for help.
Frequently Asked Questions
What happens after I book a Denman at Home course?
You will receive an email confirmation (please check spam if you can’t see it within 10-15 minutes!) and in this you will see a booking summary, your personal details, the course you have booked on to and then after the green box, you will find the link to the Zoom meeting. Please keep this email safe!
Once you have joined the “meeting” via the Zoom link, you will be held in a “waiting room” until the tutor is ready and he/she will let you in.
If you have never booked a course with Denman before, there will also be an opportunity to set a password for your account – please do this as soon as possible because it will speed up the process later!
What is Zoom and how do I use it?
Zoom is a video conferencing website/platform/app that we are using to conduct our “Denman at Home” courses.
You do not need a Zoom account to join one of our courses because you will be sent a link with a password and all you need to do is click to join.
We’ve found some external resources that may help answer some basic, or more technical, questions around how to use Zoom to its full potential: https://blog.zoom.us/quick-info-how-to-zoom-new-videos/
Denman at Home - Welcome to Zoom
Zoom is a video conferencing website/platform/app that we are using to conduct our “Denman at Home” courses. Please find below some helpful tips to help with your use of the platform.
Entering the Meeting:
Included in your booking confirmation email will be a link to the course as well as the meeting ID and password. In order to access the course simply click on the link shortly before the start time. This will direct you to the zoom platform where you will be placed in the waiting room until the tutor is ready to start.
– If the link does not work please direct yourself to the Zoom webpage and select ‘Join Meeting’ at the top right of the screen https://zoom.us/join where you can join a meeting by entering the meeting ID and password.
– If you are joining a multi-part course please keep the meeting link safe as it will be the same for each session.
On entering the meeting you will be muted. This is intended to keep the focus on the tutor, avoid noise interference and maintain a good connection throughout the course. If you would like to speak with the tutor before or after the course you may unmute yourself when invited but please remember to re-mute when you have finished speaking.
There is also a chat facility on Zoom. This can be used throughout the course, tutors will aim to answer questions posed in the chat, although sometimes the volume of comments is high and understandably this may not always be possible. If you have any Denman at Home related questions or technical issues you can pose these directly to the Denman at Home team by privately messaging the ‘Denman’ host.
Upon entering the meeting you will be given the option to have your camera on or off – this is your choice.
The sound will be tested prior to participants entering the meeting, therefore if you have any difficulties with sound these will be linked to your device. There are several ways of improving the sound quality.
– Try turning the sound up on your device
– Try turning the sound up on the zoom settings – this can be done by clicking on the small upwards arrow to the right of the microphone symbol in the bottom left of the meeting screen. Then click on Audio Settings and increase the Output Volume on the Speaker settings.
– If you are listening alone you may find using headphones a good way to improve the sound quality.
– Alternatively it is sometimes beneficial to leave the meeting and re-join – a member of the Denman at Home team will be on hand to let you back into the meeting.
Denman at Home - Subtitles
New technologies are already transforming lives and giving us the ability to stay connected through challenging times, yet all too often, people with hearing loss are left behind. As all of us adapt to the current norm, the need for ‘Denman at Home’ to be inclusive and accessible to everyone continues to be evaluated and we are pleased that the recent addition of ‘subtitles’ has taken ‘Denman at Home’ a step closer, as members and non-members alike with hearing loss can also join in. Don’t worry you still have the option to turn On/ Off the subtitles.
At the bottom of the screen you will see a ‘Closed Caption’ icon or ‘CC’ which relates to the subtitles function. If you would like to use this function simply click on the small upwards arrow to the right of the ‘CC’ icon and click to start. Sometimes subtitles start automatically on entering the meeting. If you would like to turn them off you can do so by clicking the small upwards arrow to the right of the ‘CC’ icon and clicking ‘Hide Subtitles’.
Denman at Home uses the best software for live captioning currently on the market however we cannot guarantee this will always be 100% accurate, and from time to time words may be subtitled incorrectly.
Please note the symbol on the top left of the screen stating ‘Live Streaming with Rev.com’ refers to the subtitles function.
If you have problems with your internet connection and find the meeting freezes or drops out you can re-enter the meeting at any time.
If you have any further issues or queries please direct these to: firstname.lastname@example.org
I want to organise one of your courses for my group only, is this possible?
We are currently looking into this possibility, if you are interested, please contact us on email@example.com with the approximate number of participants, the subject matter (and teacher if known) and the date you require. We will do our best to accommodate your requests.
I want to speak to someone on the phone, can I call you at Denman?
The main phone line is open between 9am – 5pm, Monday to Thursday and 9am – 12pm on Friday.
We can also be contacted via email on firstname.lastname@example.org
Please note emails will be responded only from Mondays to Fridays.
Where can I find the link to my online course?
Your confirmation email that comes through moments after you have made a booking will include the title of the course, date and time of the course and then towards the bottom after the green and grey box, you will see the link with an ID and password. This is what you need to login to the Denman at Home course when the time comes.
Will I get a refund for my Denman vouchers?
Yes, anyone with Denman vouchers will have these redeemed. Please contact the Denman team to arrange this: email@example.com
Can I get a refund for our scheduled Denman visit?
Yes, any monies paid for Denman visits will be fully refunded. We commit to ensuring that all refunds are completed within 30 days of the formal announcement of this proposal (July 21 2020). If you need to get in touch with us regarding this, please contact firstname.lastname@example.org for any non-course related bookings.
Can I get a refund on my Friends of Denman membership?
At the beginning of August, all current Friends of Denman were contacted to organise refunds. If you have not received an email or phone call, please contact us directly on email@example.com
[The FOD programme will be dissolved and any renewals that took place after September 2019 will be refunded.]
I have a question that is not answered in these FAQs
Please contact firstname.lastname@example.org