How to Prepare Clients for Teletherapy

Teletherapy has become a common practice for mental health support in the UK, offering flexibility and accessibility for clients. But to make it effective, clients need proper preparation. Here's what you need to know:

• Explain Teletherapy Clearly: Outline what to expect, including session structure, confidentiality, and practical differences from in-person therapy. Address misconceptions and set realistic expectations.
• Assess Suitability: Not all clients or conditions are suited for teletherapy. Evaluate their needs, risks, and setup to ensure it's the right fit.
• Set Up Technology: Clients need a device with a camera, stable internet, and a private space. Share a checklist and test the platform in advance to avoid disruptions.
• Create a Private Space: Help clients find a quiet, distraction-free environment. Offer tips for lighting, camera positioning, and privacy.
• Establish Etiquette: Agree on session rules like punctuality, payment, and handling interruptions to maintain professionalism.
• Plan for Emergencies: Collect emergency contacts, confirm location each session, and establish clear protocols for crises.

Explaining Teletherapy to Clients

When introducing teletherapy to clients, it’s important to address any misconceptions they may have. Some might worry that remote sessions are less effective or question whether professional standards are upheld online. By providing clear explanations, you can help set realistic expectations, build trust, and minimise misunderstandings or potential drop-outs.

What Clients Can Expect

Teletherapy involves delivering psychological therapy remotely through secure video calls, phone conversations, or, in some cases, messaging. Despite the format, the core elements of therapy remain consistent: sessions are confidential, guided by professional ethics, and focused on agreed-upon therapeutic goals.

Sessions typically last between 50 and 60 minutes and follow a structure similar to in-person therapy. They begin with a check-in, move into exploring issues or challenges, may include exercises or worksheets, and conclude with a review of the session. Worksheets can be shared on-screen or sent securely via email. The main difference is the medium - interactions happen through a screen rather than in a physical consulting room.

Clients should know that sessions start on the hour (UK time, either GMT or BST depending on the season). A secure video link will be sent 24 hours before the session, and logging in a few minutes early ensures a prompt start.

Discuss the session fee in pounds sterling (e.g., "£80 per session") and explain the payment process. Platforms like Konfidens can streamline invoicing and secure payments in GBP. Confirm whether teletherapy costs match in-person rates and outline your cancellation policy. If clients plan to claim through private health insurance, advise them to check their coverage, as teletherapy policies vary between providers.

While the therapeutic relationship, confidentiality, and professionalism remain unchanged online, there are practical differences. For example, some non-verbal cues - like subtle posture shifts or hand gestures - might be harder to notice through a screen. Clients will also need to arrange a private, quiet space free from distractions. Some may find it easier to open up at home, while others might feel self-conscious on camera at first. Normalising these experiences and inviting feedback can help clients adjust.

It’s also wise to prepare for possible technical issues. Agree on a backup plan, such as switching to a phone call if the video connection fails.

Once clients understand the basics of teletherapy, it’s important to evaluate whether this format suits their specific needs and circumstances.

Assessing Suitability, Risks, and Benefits

Teletherapy isn’t ideal for everyone, and not every issue can be managed effectively online. A thorough assessment helps determine whether remote therapy is appropriate or if in-person sessions - or a mix of both - might be better.

Start by considering clinical factors like the client’s diagnosis, symptom severity, and risk level. For example, someone dealing with active suicidal thoughts, severe self-harm, acute psychosis, or significant eating disorders may require the immediacy and containment of in-person therapy, or even referral to a crisis team or specialist services. Teletherapy might still play a role later, such as for follow-up care after stabilisation, but safety must be the priority during the initial assessment.

Cognitive and communication needs are another key consideration. Clients with cognitive impairments, language barriers, or sensory challenges (e.g., hearing loss) may struggle with video or phone sessions unless specific adjustments are made. You might need to simplify the interface, enable captions, involve a carer (with consent), or recommend in-person sessions if necessary.

Digital access and skills are also essential. Confirm that the client has a suitable device (e.g., a computer, tablet, or smartphone), a stable internet connection, and basic familiarity with video calls. If there’s any uncertainty, explore alternatives like borrowing equipment, accessing community facilities, or opting for phone-based sessions.

Environmental factors play a significant role too. Check whether the client can secure a private, quiet space free from interruptions. This can be more challenging in shared accommodations or multi-generational homes. Some clients might need to coordinate around school runs, work schedules, or household routines. In certain situations, they may even use a parked car for privacy. If these challenges can’t be resolved, in-person therapy might be a better option.

Using a structured checklist before starting teletherapy can help document suitability. Record the client’s responses, your clinical judgement, agreed adjustments, and a planned review date. This documentation provides clarity and ensures both parties are on the same page, especially if a change in format becomes necessary.

It’s also important to discuss the advantages of teletherapy. Remote sessions can make therapy accessible to people in rural areas, those with mobility issues, or clients juggling therapy with work or caregiving responsibilities. Skipping travel saves time and money, and teletherapy can ensure continuity during illness, bad weather, or other disruptions. Additionally, seeing a client in their home environment can sometimes provide valuable insights that might not be apparent in a clinical setting.

However, there are limitations and risks to consider. Technical glitches can disrupt sessions, and the reduced visibility of non-verbal cues may require more explicit verbal communication. Privacy concerns, such as the risk of being overheard or interrupted, can also be challenging. Using secure platforms and avoiding public Wi-Fi helps address data security risks. Finally, emergencies are harder to manage remotely, as immediate interventions are limited compared to face-to-face settings.

To minimise interruptions, recommend that clients use headphones, close the door, and take steps to ensure their privacy during sessions.

Setting Up Technology for Teletherapy

Once you've confirmed teletherapy is appropriate, the next step is ensuring your clients have the right technology. A well-prepared setup can minimise stress, avoid interruptions, and allow both you and your client to focus on the session itself rather than technical hiccups.

Device and Internet Requirements

Clients will need a device with a camera, microphone, and audio output. This could be a desktop, laptop, tablet, or smartphone. It's important that their device runs an up-to-date browser or teletherapy app for smooth functionality ^[1].

A stable broadband connection is essential - aim for speeds of 10–15 Mbps or higher. Clients can check their internet speed using tools like Speedtest ^[2]. To keep their connection secure, they should use password-protected Wi-Fi rather than public networks ^[3].

Encourage them to close any unnecessary apps or browser tabs to free up bandwidth. Devices should be fully charged or plugged in to avoid interruptions mid-session. For better sound quality and privacy, especially in shared spaces, recommend using headphones with a built-in microphone ^[1].

Positioning the device on a stable surface at eye level creates a more natural and comfortable view for both parties ^[2]. If a client has specific needs, such as subtitles or screen readers, discuss these accessibility options together and test them in advance ^[1].

Here’s a simple checklist to share with clients:

• Device: A computer, tablet, or smartphone with a camera and microphone.
• Internet: Reliable broadband (around 10–15 Mbps) on secure Wi-Fi.
• Audio: Headphones with a microphone (optional but helpful for privacy).
• Software: Up-to-date browser or teletherapy app.
• Environment: Quiet, private space with the device set at eye level.
• Extras: Pen, paper, and any necessary paperwork within reach.

For clients who may struggle with technology - whether due to limited digital skills, a disability, or lack of access - consider offering step-by-step written instructions with screenshots. A brief practice call or involving a trusted support person can also help ^[1]. Additionally, for clients with visual or hearing impairments, test features like screen readers, high-contrast settings, or captions. If these adjustments aren’t sufficient, telephone sessions may be a suitable alternative ^[3].

If access to technology or broadband is a barrier, telephone-based sessions can act as a temporary or long-term solution ^[1]. Using a platform that combines secure video calls, reminders, and easy-to-use access links - such as Konfidens - can further simplify the process.

Once the setup is ready, it’s time to test the teletherapy platform.

Testing the Platform Before Sessions

Advise clients to test the teletherapy platform a day before their first session ^[1]. This early trial run can help them feel more confident and avoid last-minute stress.

Start by guiding them through the basics: they should locate the appointment confirmation email or text and find the video link or portal login details. Many platforms provide a one-time access link, making it easier to join ^[2]. Ask them to log in, complete any required registration or consent forms, and practise joining and leaving a test meeting room or link ^[1].

Some therapists find it useful to schedule a quick 5–10 minute tech check before the session. This allows both you and the client to confirm that video, audio, and other features are working properly.

Remind clients to keep their login details private and not share session links. If they encounter issues, such as a non-functioning camera or microphone, suggest restarting the device, checking browser permissions, or reaching out to you for assistance ahead of time.

If problems persist during testing, have a backup plan ready to go.

Backup Plans for Technical Problems

Technical glitches can happen, but having a clear backup plan can keep things running smoothly ^[3].

If the video session disconnects, both parties should wait 2–5 minutes before trying to reconnect using the same link. If that doesn’t work after 5 minutes, switch to the prearranged telephone session, as outlined in your teletherapy agreement ^[3]. If audio fails but video remains active, you can either reconnect or continue the session via a phone call.

Make sure to document the client’s preferred telephone number (and an alternative, such as both mobile and landline numbers) as well as an email address for backup communication. Agree on a timeframe for reconnection - such as waiting 5 minutes before moving to a phone call.

For UK-based practices, it’s important to clarify how session fees will be handled if technical issues cause significant interruptions. Include these details in your written teletherapy agreement ^[4].

Finally, advise clients to minimise distractions during sessions. Keeping a list of emergency contacts and your phone number nearby can provide extra peace of mind if something goes wrong ^[2].

Creating a Private and Comfortable Space at Home

The environment where your client engages in teletherapy plays a big role in how effective the session will be. Setting up a private, comfortable, and distraction-free space is just as critical as ensuring the technology works smoothly. A well-prepared space helps clients feel secure, speak openly, and stay fully involved in the therapeutic process. This kind of setup not only supports privacy and focus but also enhances the overall experience.

Ensuring Privacy and Comfort

Privacy is key to successful teletherapy. It's crucial that the client's space prevents others from overhearing or seeing the session ^[1]. Using headphones with a built-in microphone can improve both privacy and sound quality ^[1]. Encourage clients to test their headphones before the session begins.

Clients should also let others in their household know they’ll be unavailable during the session ^[3].

The webcam should be positioned at eye level, with front-facing lighting to clearly illuminate the face ^[1][2]. A laptop stand or even a stack of books can help adjust the camera height so that it frames the client from the top of their head to their stomach ^[2]. Natural light works well, but avoid placing a window directly behind the client, as this can create a silhouette effect. If natural light isn’t an option, a desk lamp positioned at face level can do the job.

For the background, a neutral setting - like a grey or light blue wall - helps minimise distractions ^[1]. Clients can use their laptop camera in selfie mode to check how they and their background appear before the session. A blank wall, a bookshelf, or a tidy corner of a room can create a professional yet relaxed atmosphere.

The device should rest on a stable surface to prevent any movement during the session ^[2]. Whether it’s a desk, table, or even a lap desk for those who prefer a sofa or bed, stability is essential.

To maintain focus, clients should disable notifications on their devices before the session starts ^[3]. Activating "do not disturb" mode and closing unnecessary apps or browser tabs can help preserve the therapeutic space.

Comfort is another important factor. Clients should consider room temperature and seating. They should choose a position where they can speak naturally and see the screen clearly ^[3]. Whether they opt for a supportive chair or a cosy sofa with cushions, the space should feel inviting and suitable for therapy.

When indoor options are limited, alternative settings may need to be explored.

Managing Limited Privacy

If a client doesn’t have access to a private indoor space, there are other options to consider ^[3].

A parked car (with the engine off for safety) can serve as a private space, especially for those in busy households or shared living arrangements ^[3]. Outdoor settings, such as a garden or park bench, may also work, provided the client has a stable internet connection and can speak without being overheard ^[3]. A quiet corner in a library or community centre might also be an option.

Before settling on an alternative location, it’s essential to confirm that it’s safe, secure, and maintains confidentiality ^[5]. Discuss with your client how they’ll ensure privacy in these spaces and whether they feel comfortable discussing sensitive topics there. If no suitable location can be found, in-person sessions might be a better fit ^[5]. Additionally, during the initial consultation, it’s important to assess whether videoconferencing is appropriate for the client’s needs and cognitive abilities ^[6].

Creating a Pre-Session Routine

Shifting from everyday life to therapy at home can be tricky. A pre-session routine can help clients mentally prepare and focus on the session ahead ^[3].

Encourage clients to spend a few minutes in their chosen space before the session, taking slow, deep breaths to centre themselves ^[3]. They could also reflect on their goals for the session and affirm their commitment to the process. Writing down a few notes about topics they want to discuss or challenges they’ve faced since the last session can also be helpful. Keeping a notebook and pen nearby ensures they’re ready to jot down insights during the session as well ^[3].

Depending on the therapy type, clients might need to gather specific items in advance. This could include adaptive tools, strengthening aids, coordination devices, or games - especially for sessions involving children or certain adult therapies ^[1]. Providing a customised list of necessary materials ahead of time can help clients feel more prepared ^[4].

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Setting Expectations and Session Etiquette

Creating a secure, private space is just the first step in ensuring a productive teletherapy experience. Setting clear session rules and etiquette builds a foundation for a strong therapeutic relationship online. By establishing these boundaries early, you can avoid misunderstandings, minimise disruptions, and maintain the professional structure therapy relies on.

Ground Rules for Sessions

Start by addressing the practical aspects of each session. Clearly state that sessions will last 50 minutes within a one-hour window. If a client logs in late, the session will still end at the scheduled time, reflecting the same approach as in-person therapy and respecting your schedule.

Explain your cancellation policy, including the required notice period and any fees, ensuring these align with the guidelines of your professional body. This transparency helps clients understand their financial responsibilities from the outset.

Discuss payment arrangements upfront. Will clients pay by card before the session, immediately after, or via an invoice? Knowing this in advance avoids confusion and supports your practice’s financial flow.

Privacy is non-negotiable. Clients should connect from a quiet, private space where they won’t be overheard or interrupted. Ask them to confirm their location at the start of each session, both for safety and to ensure the environment is suitable for therapy.

Agree on a simple signal for urgent situations. For instance, clients might say, “I need to pause,” instead of abruptly disconnecting. This allows you both to assess the situation calmly and decide how to proceed.

Lastly, clarify communication expectations between sessions. Specify acceptable channels, such as secure messaging, and set realistic response times. Make it clear what constitutes an emergency that requires contacting NHS 111 or 999 instead of waiting for your reply.

Agreeing on Teletherapy Etiquette Together

Rather than dictating rules, present session etiquette as a shared understanding that benefits both parties. For example, you might say, “Let’s take a few minutes to discuss how we’ll handle things like timing, interruptions, and technical issues to make sessions run smoothly.” This approach invites the client’s input and promotes mutual responsibility.

Discuss practical matters like appropriate attire, sitting upright at eye level, and minimising distractions. Encourage clients to silence their phones and close unnecessary apps or browser tabs before starting. If clients have specific needs - like moving around due to discomfort - address these while still maintaining best practices.

Talk about note-taking during sessions and whether clients are comfortable with it. If chat functions are used for clarifications or sharing links, ensure these exchanges are documented in the clinical record following professional guidelines.

Address everyday challenges such as childcare, flatmates, or working from home. Normalise these issues and help clients plan around potential interruptions. For example, they might schedule sessions when children are at school or use headphones to maintain privacy in shared housing. If privacy cannot be fully guaranteed, discuss how this might impact sessions and consider adjustments to the format or content.

Review backup procedures for technical problems. Outline whether you’ll switch to a phone call if the video connection drops and clarify how session fees will apply if the issue is on the client’s end.

At the end of the discussion, summarise the agreed points to ensure clarity. For example, you might say, “So we’re agreeing that…” This reinforces collaboration and ensures both parties are on the same page.

Recording Agreements in Writing

Once session etiquette is agreed upon, formalising these points in writing adds clarity and accountability. A written record reduces the risk of misunderstandings and supports both clinical governance and legal protection.

Document key details, such as session duration, fees in £, cancellation policies, privacy requirements, backup procedures, and emergency contacts, in a teletherapy agreement. This can either be a separate addendum to your existing policies or part of your standard informed consent form. Use plain, straightforward language to ensure accessibility for all clients.

Ask clients to indicate their agreement electronically, either by signing or ticking a box, and keep a copy in their clinical record. This step shows that expectations were discussed and agreed upon, providing a reference point if boundaries need to be revisited. Review these agreements periodically or if circumstances change, such as a client moving home or switching devices. Any updates should be documented and acknowledged by the client.

Using a practice management platform like Konfidens can simplify this process. Designed specifically for UK therapists, Konfidens allows you to send standardised teletherapy consent forms and policies electronically for review and signature before the first session. It securely stores these documents in compliance with GDPR. Features like automated appointment reminders reinforce key expectations, such as joining on time, ensuring privacy, and having a charged device with a stable internet connection. The platform’s secure video calls, online booking, payment collection, and AI-assisted note-taking also help maintain professional standards by documenting agreed-upon ground rules and any updates. These written agreements seamlessly integrate with the technical and environmental preparations already in place, ensuring consistency across your practice.

Planning for Safety and Emergencies

Providing therapy remotely comes with its own set of challenges, particularly when it comes to ensuring client safety during emergencies. Without the ability to intervene in person, having clear and well-thought-out safety protocols is critical. Establishing these protocols and reviewing them regularly is key to safeguarding clients and upholding the duty of care that underpins effective therapy.

Collecting Emergency Contact Information

Before starting any teletherapy sessions, it's essential to gather all the information you might need in case of an emergency. Begin by collecting the client’s current address or geographical location. This is vital for directing emergency services, should the need arise. For clients who frequently change locations - whether due to work, travel, or other circumstances - confirm their address at the start of each session.

Additionally, secure an alternate contact method, such as a mobile number or email, to reach the client if the video connection drops unexpectedly. For younger clients, particularly those aged 13 or under, obtain contact details for an adult caregiver who can be available during sessions. While this caregiver doesn’t need to be in the same room, they should be nearby and reachable in case of an emergency.

It's also important to record the client’s GP details and any relevant NHS service contacts, such as their local crisis team or community mental health team. This information becomes critical if the client’s risk level increases. To ensure accuracy, confirm the client’s details, including their name and date of birth, at the start of each session. Store this information securely in their file so it’s easily accessible when needed, without requiring a search across systems or a reconnection with the client.

For clients with unstable living arrangements - such as those in shared housing, temporary accommodation, or experiencing domestic challenges - encourage them to notify you promptly of any changes to their location or contact details. Regularly remind them that keeping this information up to date is vital for their safety.

Once accurate contact information is in place, the next step is to establish clear crisis protocols.

Setting Up Crisis Protocols

Before beginning teletherapy, have a detailed conversation with each client about how emergencies will be managed. Define what qualifies as an emergency that requires immediate action - examples include suicidal thoughts, active self-harm, severe emotional distress, or medical crises. Differentiate these from issues that can wait until the next session.

In urgent situations, contact NHS 111, and for life-threatening emergencies, call 999. Clearly explain what constitutes a life-threatening situation, such as an active suicide attempt or severe self-harm. Let the client know that you will provide their current location to emergency services and, if possible, stay connected with them until help arrives.

If the video connection fails during a crisis, try reconnecting for two minutes. If unsuccessful, reach out via the alternate contact method. If you’re still unable to connect and remain concerned for their safety, contact their emergency contact or call 999.

For clients under 14, make it clear that the adult caregiver will be contacted immediately in an emergency. In cases involving domestic abuse or coercive control, agree on a discreet signal or code word the client can use if they are unable to speak openly or if someone enters their space unexpectedly. Establish beforehand what actions you will take if this signal is used, such as ending the session and following up through a pre-arranged safe contact method.

Also, set clear boundaries regarding your availability outside of scheduled sessions. Let clients know how quickly you can respond to messages and which communication channels are not monitored in real time. Emphasise that in a crisis, they should contact a trusted person, call NHS 111, or visit the nearest A&E rather than waiting for your reply.

Document these protocols in writing. Include them in the teletherapy consent form or as a separate crisis plan. Use straightforward language, provide a copy to the client, and keep a record for clinical governance.

Using tools like Konfidens can simplify this process. Designed specifically for UK therapists, it allows you to securely store emergency contact details, session locations, and crisis plans in one GDPR-compliant system. Features like automated reminders can also help ensure clients confirm their location and contact details before each session.

Reviewing Suitability Regularly

Safety planning doesn’t stop once protocols are in place. Teletherapy requires ongoing evaluation to ensure it remains a suitable option for the client. Circumstances, risk levels, and therapeutic needs can all change over time. Begin with a thorough intake assessment to determine whether remote therapy is appropriate. Consider factors such as the client’s current risk of self-harm, psychosis, substance use, domestic abuse, or safeguarding concerns, as well as their ability to access a private and secure space for sessions.

Reassess suitability every six to twelve sessions or after significant life changes. Ask open-ended questions like, "How are you finding the video sessions?" or "Is there anything about teletherapy that’s not working for you?" to encourage honest feedback.

Signs that teletherapy may no longer be appropriate include increased anxiety related to technology, noticeable changes in the client’s mental state, lack of privacy at home, or discomfort with remote sessions. For clients with fluctuating risk levels, consider a flexible approach where teletherapy continues during stable periods, with a clear plan to transition to in-person or more intensive support if safety concerns arise. Document any changes to the therapy plan and confirm them in writing with the client.

Be upfront about the limitations of teletherapy, particularly in emergencies. Explain that you cannot physically intervene or directly assess their environment. Being transparent about these limitations helps build trust and ensures clients make informed decisions about whether teletherapy is the right choice for them.

Conclusion

Preparing clients for teletherapy is a continuous and collaborative effort that begins well before the first session and evolves throughout the therapeutic relationship. By clearly explaining what teletherapy entails, assessing its suitability for each client, updating consent forms, and guiding clients to approach sessions with a focused mindset, you establish a foundation for meaningful and secure interactions - comparable to those in a face-to-face setting.

Establishing clear ground rules, such as being punctual, avoiding multitasking, and managing interruptions, helps maintain focus and mutual respect. Documenting these agreements - whether in an information sheet, service contract, or your practice management system - ensures boundaries are clear and aligns with the ethical and legal expectations for private practice in the UK.

Safety planning is another critical component. Confirming the client’s location and contact details at the start of each session, gathering emergency contacts, and agreeing on a crisis protocol are all essential steps to ensure responsible care. As circumstances shift, it’s important to revisit the suitability of teletherapy, privacy considerations, and the technology being used to ensure the process remains safe and clinically appropriate.

Encourage regular feedback about the online format to adapt and refine the experience together. This not only reinforces collaboration but also demonstrates that teletherapy is a flexible approach, centred on the client’s comfort and wellbeing.

Using tools like Konfidens - a GDPR-compliant platform offering secure video calls, scheduling, automated reminders, and documentation - can streamline many of these processes. However, such tools are there to complement, not replace, thoughtful clinical judgement and open communication.

Start by improving one or two areas, such as refining your pre-session checklist or updating consent and crisis protocols. Gradually, build these into a structured routine, formalising them into templates or checklists that fit seamlessly into your consultation workflow. Regularly reviewing and updating these processes based on guidance and client feedback ensures teletherapy remains effective and client-focused. Treating preparation as an evolving and collaborative process creates a framework for teletherapy that is secure, professional, and therapeutically impactful.

FAQs

What should clients know about the differences between teletherapy and in-person therapy?

Teletherapy stands apart from traditional in-person therapy in several practical aspects. To start, clients must have a stable internet connection and a compatible device - be it a laptop, tablet, or smartphone - to participate in video sessions. Equally important is finding a quiet, private space where they can engage in the session without distractions.

There are also a few etiquette considerations unique to teletherapy. For instance, testing your technology beforehand can prevent disruptions. Minimising background noise and ensuring good lighting are small but essential steps to help your therapist see and hear you clearly. While the therapeutic connection remains unchanged, these logistical tweaks ensure teletherapy runs smoothly and effectively.

How can clients maintain privacy and avoid interruptions during teletherapy sessions?

To ensure privacy and minimise interruptions during teletherapy, pick a quiet, private space where you feel at ease sharing openly. Inform anyone you live with about your scheduled session and kindly request that they avoid disturbing you during that time.

Make sure your phone is set to silent, and close any unnecessary apps or browser tabs on your device to reduce distractions. Using headphones is a good idea too - it can help keep your conversation private while also enhancing sound quality.

What should clients do if they face technical issues during a teletherapy session?

If you run into technical issues during a teletherapy session, here are a few steps to help you get back on track:

• Check your internet connection: Make sure your Wi-Fi or mobile data is stable. If it’s not, try reconnecting or switching to a different network.
• Restart your device or app: A simple restart can often fix minor technical glitches quickly.
• Reach out to your therapist: Inform your therapist about the problem via email, text, or a phone call. They might offer guidance or reschedule the session if necessary.

To avoid interruptions, ensure your device and software are updated before the session begins. If you're using a platform like Konfidens, you can feel confident knowing it’s built for secure and reliable video calls, which helps minimise technical hiccups.

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