Team:Info/Infodesk manual

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

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?

Press

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

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

Lost & Found: Found: Secret identifying characteristic:

Retrieved: By: Signed: