Team:Infodesk/CCC

Some stuff I learned at CCC:

• Make sure you have phone numbers of site maintainers (e.g. NON-sha people that own the site). Sometimes (when shit hits the fan) they know how to solve it.
• All the team/village leaders on the public wiki
• Printed lists for InfoDesk
• Have a CMS/wiki for info desk that has frequently asked questions, it should state whether the information is still accurate/recent and ACCESS LEVEL, you will have information that is not for all eyes/public (like: angel only). Make sure people know.
• Usually the infodesk @ CCC is run by 2 more experienced angels/supervisors and some newer guys/angels. This is not established as a strict hierarchy, but people will take the lead naturally.
• Make sure InfoDesk people can handle stress, it's not very handy during busy times.
• Restrict access to public facing accounts (twitter) to trusted people
• CCC has an "Awareness" team for the first time (for people who feel harassed), and although some where skeptical at first, it proved to be a positive thing, just to have some people who know what to do with these cases.