I think one of the challenges that “always” appears and I feel did do today during the live webinar, was that although we are advocates of new technology, the technology is quite often not reliable, leading to those who are new to online learning or more frequent users, frantically searching their own machines for the slightest thing that they/we could have caused to fail, this in itself can put people off using the technology due to the bad experience that is caused and so often remembered.
During my time as a learning technologist, I too have ran a week “0” to allow users to check the systems work correctly and to iron out glitches. This has been well received, but on every other session that followed I still spent a lot of time at the start of the session helping users to “get started”. So long as you approach this with a smile and are flexible within the set time limits things normally settle down and by week 10 of 10 things are running like clockwork!