Difference between revisions of "Team:Info/Infodesk manual"

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This is the 'draaiboek', 'script', 'manual of procedures' or what you want to call it.
 
This is the 'draaiboek', 'script', 'manual of procedures' or what you want to call it.
 
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==Answering questions ==
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Many answers to questions can be found on the public wiki, or on the map. For some questions, you can defer people to the other teams in our Info tent. If you don't know the answer and think it should come from us, tell the person in front of you for a moment while you find the answer for them. The coordinator from Team:Info might have the answer. If they don't even know, they'll contact someone from the other teams.
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===Other teams in the Info tent===
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* Volunteers: for people who'd like to volunteer
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* NOC: for questions regarding the network
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* POC: the DECT phones you can use on the field.
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===Press===
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If someone from the press has a question, kindly refer them to the [[Team:Info/press|spokesperson]].
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===Speakers===
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Questions from those that will be speaking at SHA (including workshops etc.) can be handled by Speaker desk. Not only will they handle speaker-specific questions, they might also handle the regular questions from speakers but have their desk contact us if they can't find the answer.
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==Letter of attendance==
 
==Letter of attendance==
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By Tickets & Entrance, or Infodesk? Have us validate their ID?
 
By Tickets & Entrance, or Infodesk? Have us validate their ID?
 
Stamp/sign?
 
Stamp/sign?
 
==Press==
 
If someone from the press has a question, kindly refer them to the [[Team:Info/press|spokesperson]].
 
 
==Speakers==
 
Questions from those that will be speaking at SHA (including workshops etc.) can be handled by Speaker desk. Not only will they handle speaker-specific questions, they might also handle the regular questions from speakers but have their desk contact us if they can't find the answer.
 
  
 
==Complaints==
 
==Complaints==

Revision as of 23:08, 24 May 2017

This is the 'draaiboek', 'script', 'manual of procedures' or what you want to call it.

Answering questions

Many answers to questions can be found on the public wiki, or on the map. For some questions, you can defer people to the other teams in our Info tent. If you don't know the answer and think it should come from us, tell the person in front of you for a moment while you find the answer for them. The coordinator from Team:Info might have the answer. If they don't even know, they'll contact someone from the other teams.

Other teams in the Info tent

  • Volunteers: for people who'd like to volunteer
  • NOC: for questions regarding the network
  • POC: the DECT phones you can use on the field.

Press

If someone from the press has a question, kindly refer them to the spokesperson.

Speakers

Questions from those that will be speaking at SHA (including workshops etc.) can be handled by Speaker desk. Not only will they handle speaker-specific questions, they might also handle the regular questions from speakers but have their desk contact us if they can't find the answer.


Letter of attendance

Some people need a letter for their employer to proof they went.

By Tickets & Entrance, or Infodesk? Have us validate their ID? Stamp/sign?

Complaints

Acknowledge someone's sad or angry. That's not the same as agreeing with them; don't get trapped in an argument.

If someone's angry to the point of (verbal/physical) violence, remind them you're just a visitor like them doing a volunteer shift and ask them not to shout.

If they want to blow of steam or just let us know about it (non-urgent) to better organisation: write down the complaint or have them write it. They can also mail info@sha2017.org. Have them explain what they expected, how it went wrong and give their suggestion for improvement.

If the problem can't be easily fixed by you and needs urgent attention, escalate.

Lost something

If someone comes to us because they lost something:

Take down a description in The Book. Ask for identifyable things (Which Proves That Phone is Actually Theirs).

Create/have them create an entry in the public wiki page https://wiki.sha2017.org/w/Lost_and_Found

Found something

Put a label on it, with day of the month and time found. Ie: 05T16:59. If possible, find a 'secret' about the object that only the owner could know (for instance: contents of a pouch, username on a device, bookmark in a book). Write the label code, a really short description of the item and the secret down in The Book.

Look through the entries in the Lost and Found page. If the item matches something lost, contact the owner and modify the page to say 'found' If the item found does not match anything that was lost, create a new item in the Lost and Found page.

Retrieving something from lost and found

Have them proof the item is theirs. By telling the answer to a secret identifying characteristic

For valuable stuff: have them identify themselves and sign off for receiving back their stuff in The Book.

Book of Lost and found

example, will be created as templates Lost & Found: Found: Secret identifying characteristic:

Retrieved: By: Signed: