Team:Info/Infodesk manual
This is the 'draaiboek', 'script', 'manual of procedures' or what you want to call it.
Contents
Timeline
Buildup
During
Managing the tent, closing time, volunteers
Tear-down
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
- Villages: Villages registration
- NOC: for questions regarding the network
- POC: the DECT phones you can use on the field.
- Badge: First line support
- Ticket: suport
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 off steam or just let us know about it (non-urgent) to a better organization: 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.
- Related to another team? Contact them.
- Security problem? Call security
- CoC problem? Call Coc team
- Don't know what to do? Call Dwizzy (dect xxxx) or Boekenwuurm (dect BOEK)
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
For the crocodile the appropriate forms are avaidable. pickup between 9 and 10
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:
Incident management
If there's a larger-scale incident (calamity), we either get questions from visitors first, or the event management will notify the Info team. If you get the impression from visitors something is wrong, notify the Info team, they'll contact Event management. Boekenwuurm, DWizzy, mr_seeker will get on site; Boekenwuurm will handle the media, mr_seeker angels, DWizzy press.
We'll hold of giving a statement but will tell people: "We're aware of the situation and handling it. We will update you with more information soon." Ask people for their patience, recognise their uncertainty.
Press/publication of incident statement
as soon as the statement by Event management team is there:
- on the website ✏️This page has a TODO
- on the wiki
- twitter etc.
- info displays, heralds
- infodesk angels
Press will get the same info. Practicall quesetions will still be answered, but questions about the situation will only be answered as soon as the info is available (the Info team will get the info).
Outside opening hours
The main bar will have a folder/booklet with the FAQ. In urgent cases, they can call our back-office.
We will leave a poster on the front of our tent directing to the main bar.
Planning during event
Start End What Where Who Comments Boekenwuurm Dwizzy Electrowolf ?? Angel 1 Angel A 1-8-2017 2-8-2017 12:00 Access visitors for village buildup 3-8-2017 12:00 Access open for all visitors 4-8-2017 10:00 12:00 Infodesk management shift Infodesk tent ? Infodesk angel shift Infodesk tent X X 12:00 14:00 Infodesk management shift Infodesk tent ? Infodesk angel shift Infodesk tent X X 14:00 16:00 Infodesk management shift Infodesk tent ? Infodesk angel shift Infodesk tent X X 16:00 18:00 Infodesk management shift Infodesk tent ? Infodesk angel shift Infodesk tent X X 18:00 20:00 Infodesk management shift Infodesk tent ? Infodesk angel shift Infodesk tent X X 20:00 22:00 Infodesk management shift Infodesk tent ? Infodesk angel shift Infodesk tent X X 22:00 24:00 Infodesk management shift Infodesk tent ? Infodesk angel shift Infodesk tent X X 24:00 01:00 Infodesk management shift Infodesk tent ? Infodesk angel shift Infodesk tent X X 5-8-2017 6-8-2017 7-8-2017 8-8-2017 18:00 Teardown starts 9-8-2017 12:00 All visitors must have left the terrain