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While AV specialists build for precision and performance, facility managers live with the outcome every day. Systems that work flawlessly during commissioning can become daily challenges for facilities teams once in operation. The issue isn’t due to a difference in technical skill but to a difference in goals and perspective. Read on to see how AV specialists can better understand what facility managers need, and create installations that are reliable, intuitive, and sustainable long after commissioning.

Key Challenges Faced by Facility Managers

Facility managers oversee a complex array of systems, including HVAC, lighting, security, electrical, and AV, each competing for resources and attention. For them, the AV system is just one part of a larger infrastructure that must function seamlessly every day. Facilities managers are challenged by overlapping technologies, ongoing infrastructure issues, staff training, and tight budgets, all of which shape how they experience technology in practice. 

Overlapping Building Systems 

AV systems share networks, power, and automation platforms with other critical systems, so an issue in one system can ripple across other systems. In addition, most facilities combine technology installed years apart by different vendors, forcing teams to support legacy components alongside newer technology. Facility managers must balance priorities, deciding which upgrades can wait, which are mission-critical, as well as how to coordinate across IT, facilities, and end users.

AV-Related Pain Points

AV systems often demand specialized expertise that many facility managers don’t have. When a conference room display malfunctions minutes before a board meeting, they’re left scrambling to troubleshoot without understanding the root cause. Over time, software licensing renewals, firmware updates, and maintenance contracts add up, straining budgets that can leave them off guard.

Staff Turnover Issues

Staff turnover makes AV training a never-ending process. Frequent departures impact operational efficiency and create retraining cycles that consume time and resources. Adding to this, manuals written for engineers can leave facility managers without the simple instructions they need. When meeting rooms use different platforms or control interfaces, the lack of standardization multiplies these already steep training demands.

Budget Constraints and Long-Term Cost Planning

When AV operations compete with structural repairs or safety systems, they often lose priority because their system benefits are harder to quantify. Unlike upgrades that show measurable savings, AV investments deliver benefits such as improved collaboration that are difficult to express in financial terms. In addition, facility managers plan in longer time spans, but AV technology changes rapidly. When funds run low, AV maintenance may be deferred, creating compounding problems that end up costing more than proactive upkeep.

SLA Development

While service-level agreements specify how systems are supported post-installation, facility managers often lack the technical background to know what realistic performance targets look like. Facility managers must also weigh how much downtime affects their operations and align contract levels accordingly, as well as identify what maintenance can be handled in-house versus as opposed to needing vendor intervention. AV specialists can help craft SLAs that reflect real-world performance. 

AV Technology Knowledge Gap

Rapid advances in AV technology can leave facility managers playing catch-up. Many have experienced several major technology shifts within a single career, each introducing unfamiliar concepts that weren't part of their original training. Discussions filled with technical buzzwords can make facility managers hesitant to ask clarifying questions, leading to misaligned expectations or unnecessary complexity in system design. 

Real-Life Examples of AV and Facilities Team Collaboration

Successful AV installations rarely come down to the technology alone, instead hinging on collaboration. When facilities teams and AV integrators work in sync from the start, projects run smoothly and deliver lasting impact. But when coordination falters, even the best designs can lead to delays, cost overruns, and systems that frustrate end users instead of supporting them. The following case studies show how strong collaboration between facilities teams and AV integrators can lead to high-performing, future-ready installations, and what can happen when that teamwork is missing.

Case Study # 1: Global Tech Firm Modernizes Headquarters Conference Areas

Challenge: A leading global technology company relocating to a state-of-the-art campus wanted to modernize its conference spaces as part of a “future of work” initiative. Existing projection systems were noisy, required frequent maintenance, and disrupted meetings, undermining productivity and the company’s innovative image.

Collaboration: The company’s multimedia and facilities teams worked closely with the AV integrator to design and install large-format LED video walls in executive and conference rooms. The teams evaluated display technologies, optimized placement, and coordinated with architects and contractors to ensure seamless integration with the building’s infrastructure.

Results: The installation delivered visually striking, reliable, low-maintenance displays that enhanced the meeting experience. Close teamwork among facilities, in-house technology, and the integrator created a flexible, future-ready AV environment aligned with hybrid work goals and the company’s brand identity.

Case Study # 2: Energy Company Upgrades Boardroom AV System

Challenge: A Midwestern electric utility needed to replace aging video wall displays in an 18-member boardroom. Existing 4×4 LCD arrays suffered from inconsistent color, clarity issues, and individual display failures, while bezel interference compromised the visual experience. Minimizing downtime and maintaining wall dimensions were critical.

Collaboration: The energy company collaborated with the AV integrator to evaluate technology options, plan a 30-day installation, and address electrical adjustments and fiber-optic integration. The teams carefully managed the removal of the old system, installation of Planar TVF 1.2mm DVLED walls, the integration with existing AV sources, and end-user training.

Results: Completed ahead of schedule, the new LED walls eliminated bezels, improved clarity, and maintained optimal viewing distances. The boardroom became a modern, visually striking showcase, enhancing presentations and reinforcing the organization’s professional image.

Potential Pitfalls Without Collaboration

Even well-planned initiatives risk delays, technical issues, and frustrated users if facilities, IT, and integrators aren’t aligned from the start. Both case studies illustrate the critical importance of alignment between internal teams and AV integrators. Without collaboration:

• The global tech firm’s project could have faced improperly sized or placed displays, insufficient electrical or network infrastructure, and technology that conflicted with room layouts, leading to unreliable systems, ongoing maintenance headaches, and disrupted meetings.
  
• The energy company’s project could have suffered installation delays, poor display placement, connectivity problems, and readability issues. Even minor miscommunication could have compromised the boardroom’s functionality, leaving a high-profile space outdated and inefficient.
  

These cases demonstrate the power of teamwork and suggest that even well-funded AV projects can fail to deliver if collaboration between facilities, IT, and integrators is not prioritized. Strong coordination, by contrast, produces systems that are reliable, intuitive, and aligned with operational needs and organizational goals.

Actionable Strategies for AV Specialists

The most successful AV specialists recognize that their job doesn't end at commissioning; it extends to ensuring systems remain valuable throughout their operational life. This requires AV specialists to align with facilities managers’ goals, asking questions during planning sessions, simplifying training, and structuring support relationships that acknowledge facilities teams' capabilities and constraints. 

Aligning With Facilities Managers’ Goals

The following strategies don't require dumbing down technology; they require applying technical expertise in service of operational success rather than technical sophistication for its own sake:

1. Understand Success Metrics: Begin every project by clarifying how the facility manager's performance is evaluated. Are they measured on system uptime? Budget adherence? User satisfaction scores? Maintenance efficiency? All of these elements? Design solutions that support these metrics rather than leading with technology capabilities that may not align with actual organizational priorities.
   
2. Speak Operational Language: Translate technical specifications into operational implications that facility managers can evaluate. Instead of discussing technical specifications, explain how different options affect troubleshooting complexity or ongoing licensing costs.
   
3. Acknowledge Budget Realities: Recognize that AV systems compete for resources with all other building needs. Present options at multiple price points with assessments of what capabilities each level delivers, allowing facility managers to make informed tradeoffs.
   
4. Think Lifecycle, Not Just Installation: Consider the full ownership experience, including training requirements, maintenance burden, replacement part availability, and upgrade paths. Systems that excel at commissioning but create operational headaches damage client relationships and industry reputation.
   

Questions to Ask During Initial Planning Sessions

AV specialists should also meet with facilities management in a discovery session and ask the following questions:

1. Who’s responsible for day-to-day troubleshooting? Understanding who’s responsible for maintaining the systems and the support team's capabilities shapes appropriate complexity levels. Systems designed for IT professionals create problems when maintained by general facilities staff without the technical background.
   
2. What's your typical staff turnover timeline? High-turnover environments require more intuitive systems with simpler training requirements. Building institutional knowledge becomes impossible when staff changes frequently.
   
3. Which building systems does the AV installation need to integrate with? Uncovering integration requirements early prevents expensive retrofitting later. Network security policies, room scheduling platforms, power management systems, and building automation all affect AV system design.
   
4. What's your planned upgrade timeline for the equipment? Understanding the expected lifecycle helps specify appropriate quality levels. Equipment that will be replaced in five years doesn't need the same durability as installations planned for 15-year lifecycles.
   
5. Who handles after-hours emergency support? Knowing existing support structures reveals whether systems need remote diagnostic capability, what documentation format works for their team, and whether your support model aligns with their operational reality.
   
6. How do you evaluate AV vendor performance? Understanding how you'll be measured allows you to deliver what actually matters to the client rather than what you assume creates value.
   

Tips for Simplifying System Training for End Users

Even the best-designed system fails if users can't operate it confidently. Training should empower rather than overwhelm and provide practical tools that simplify use and reinforce consistency, such as the following:

1. Create Visual Quick-Reference Guides: Visual guides use photos and diagrams to walk users through everyday tasks step-by-step, showing exactly what buttons to press and which cables to connect. Unlike lengthy manuals, these laminated single-page documents posted directly in meeting rooms provide immediate answers when users need them most. 
   
2. Develop Troubleshooting Flowcharts: Visual decision trees guide users through logical sequences of questions with each answer leading to the next diagnostic step or solution. These flowcharts empower staff to resolve common problems independently, reducing service calls for simple fixes like reconnecting cables or restarting equipment. 
   
3. Record Video Walkthroughs: Short videos of a few minutes each help demonstrate specific tasks in real time, showing exactly what users will see and do when operating the AV systems. These recordings are ideal for onboarding new hires who can view them and revisit confusing sections without feeling pressured. Organize them by task and store them in easily accessible locations like company intranets or QR codes posted in meeting rooms.
   
4. Build Feedback Loops: Create ongoing channels for users to share confusing procedures, recurring issues, or workarounds they've developed. This kind of feedback reveals design flaws and missing features that expert analysis can't uncover because it comes from daily system users. When users see their suggestions implemented, they become invested in reporting issues and helping refine systems.
   
5. Organize Documentation by Task: Structure manuals around user goals like “Starting a Videoconference" or "Sharing Your Laptop Screen" rather than technical components like "DSP Configuration" or "Display Settings." A task-based approach matches how users think about their work and can dramatically reduce time spent searching for answers. Each section should be self-contained with all the relevant steps from setup through completion.
   
6. Simplify Labeling: Use intuitive, function-based labels like "Laptop Connection" or "Guest Presentation" instead of technical designations like "HDMI 2" or "Input C" to make systems self-explanatory and allow users to make confident decisions without consulting documentation or remembering which technical port corresponds to which function. 
   
7. Create Maintenance Checklists: Provide simple lists that guide staff through routine checks of cables, displays, and connectivity to prevent small issues from escalating. Design them for non-technical staff and focus on conditions such as loose connections, physical damage, and error messages, rather than requiring diagnostic expertise. Regular use of these checklists catches problems early, extends equipment life, and reduces emergency service calls that disrupt operations and strain budgets.
   

Conclusion

When AV specialists design for long-term performance and facility managers engage early in the process, AV technology becomes a dependable, sustainable asset. The most effective outcomes combine technical precision with operational understanding and result in systems that are intuitive, maintainable, and built to adapt over time. 

True success is measured not at installation but through years of consistent performance and user confidence. By collaborating as partners, AV specialists and facility managers can ensure that the installed technology continues to deliver reliability, value, and ease of use well into the future.