Difference between revisions of "Team:Infodesk/Planning"
From SHA2017
(more elaborate list of tasks than what was at the "does" section, plus rough planning) |
(adjusted the shifts, added schedule) |
||
| (3 intermediate revisions by the same user not shown) | |||
| Line 1: | Line 1: | ||
| − | + | ==Things to do (and when)== | |
| − | ==Before Save the Date== | + | ===Before Save the Date=== |
| − | * Initial website (wiki) (with: communication; design) | + | * Initial website (wiki) (with: communication; design; sysop) |
| − | * team mailinglist | + | * [https://lists.sha2017.org/cgi-bin/mailman/listinfo/infodesk team mailinglist] |
* team roles, tasks, and planning | * team roles, tasks, and planning | ||
| − | * Social media: | + | * [[Infodesk/Social media|Social media]]: |
** Claiming channels | ** Claiming channels | ||
** Redirecting to wiki | ** Redirecting to wiki | ||
| Line 10: | Line 10: | ||
** responding to replies on social media | ** responding to replies on social media | ||
* Responding to 'outside' questions (mail, social media): answering known questions, redirecting when needed | * Responding to 'outside' questions (mail, social media): answering known questions, redirecting when needed | ||
| − | |||
* [https://files.sha2017.org/ team filestorage] | * [https://files.sha2017.org/ team filestorage] | ||
| − | * wiki information architecture (with infra, communication, ?) | + | * [[SHA wiki information architecture]] (with infra, communication, ?) |
| − | ==Before ticketsales (2017-01-01?)== | + | ===Before ticketsales (2017-01-01?)=== |
| − | * Wiki: | + | * Wiki/info content: |
| − | ** FAQ | + | ** [[Infodesk/FAQ|Infodesk/FAQ]] |
| − | ** Dates | + | ** Dates (what happens when) |
** Information about volunteering | ** Information about volunteering | ||
| + | ** 'job list' for specialists? | ||
** Information on how to get there | ** Information on how to get there | ||
| + | ** Information for other teams: how we communicate, what infrastructure we use | ||
* Social media | * Social media | ||
** 'branding' (logo etc.) | ** 'branding' (logo etc.) | ||
| Line 26: | Line 27: | ||
** Escalation system | ** Escalation system | ||
* team IRC channel | * team IRC channel | ||
| − | * wiki usage tracking (Piwik, Google search console) | + | * wiki usage tracking (Piwik for on-site metrics about popular pages and sources, Google search console for used keywords?) |
| − | ==Before event== | + | ===Before event=== |
* Booklets (with communication; design) | * Booklets (with communication; design) | ||
* Physical infodesk | * Physical infodesk | ||
| − | * Full FAQ | + | ** probably one 'island' together with a front-office for Logistics, NOC, POC |
| + | * Full [[Infodesk/FAQ|Infodesk/FAQ]] | ||
| − | ==At event== | + | ===At event=== |
| − | ** | + | * Getting people where they need to be; parking? |
| + | ** Welcoming people together with Tickets & Entrance. Handing out booklets. | ||
** Routing volunteers to Volunteers | ** Routing volunteers to Volunteers | ||
| − | ** Routing press to | + | ** Routing press to our press area |
| − | ** Assemble a knowledgebase (based on questions and presumed questions | + | ** Assemble a knowledgebase (based on questions and presumed questions) |
| − | |||
* trying to accommodate simple needs (who accommodates more complex needs?) | * trying to accommodate simple needs (who accommodates more complex needs?) | ||
| + | ==Resources== | ||
| + | ===Humans=== | ||
| + | * 25hr/month for responding to questions (june 2016-februari 2017) | ||
| + | * 45hr/month for responding to even more questions (march 2017 - august 2017) | ||
| + | * 25hr/month for planning the event | ||
| + | * 20hr/month for collecting information from other teams | ||
| + | * ~60hr of beautiful design (perhaps by someone from [[Team:DECO]])? | ||
| + | * ~45 shifts of 3.5 to 4 hours during the week itself (assuming build-up needs one spot during the day), and about 10 full shifts for infodesk core | ||
| + | ** [[Team:Info/schedule]] | ||
| + | * 25 shifts of 5 hours for press handling | ||
| + | |||
| + | ===Desks=== | ||
| + | * [[Resource::1 person desk at entrance]] - or instructing the ticketing fokes how to help people on their way | ||
| + | * [[Resource::3 person desk at infodesk]] - probably near NOC helpdesk | ||
| + | * BYOD for our hacker-receptionists | ||
| + | * [[Resource::Office (or at least a large locker) for materials and lost-and-found]] | ||
| + | ===Materials=== | ||
| + | * [[Resource::Booklets (€2000 inc VAT)]] | ||
| + | * [[Resource::Social Media management tool]] - preferably FLOSS, else free-as-in-beer, else paid. Preferably tied in to helpdesk ticketing system | ||
| + | * [[Resource::Helpdesk ticketing system]] - we used to use RT at previous events. | ||
| + | |||
| + | {{Deadline | ||
| + | |Date=2016/04/30 | ||
| + | |Text=First plan - mainly with scope. | ||
| + | }} | ||
Latest revision as of 20:53, 10 April 2017
Contents
Things to do (and when)
Before Save the Date
- Initial website (wiki) (with: communication; design; sysop)
- team mailinglist
- team roles, tasks, and planning
- Social media:
- Claiming channels
- Redirecting to wiki
- sporadic announcement
- responding to replies on social media
- Responding to 'outside' questions (mail, social media): answering known questions, redirecting when needed
- team filestorage
- SHA wiki information architecture (with infra, communication, ?)
Before ticketsales (2017-01-01?)
- Wiki/info content:
- Infodesk/FAQ
- Dates (what happens when)
- Information about volunteering
- 'job list' for specialists?
- Information on how to get there
- Information for other teams: how we communicate, what infrastructure we use
- Social media
- 'branding' (logo etc.)
- policy (with communication)
- helpdesk ticketing system (Linux trackers)
- Knowledge system (FAQ, including standard customisable replies to frequently sent requests like visa)
- Escalation system
- team IRC channel
- wiki usage tracking (Piwik for on-site metrics about popular pages and sources, Google search console for used keywords?)
Before event
- Booklets (with communication; design)
- Physical infodesk
- probably one 'island' together with a front-office for Logistics, NOC, POC
- Full Infodesk/FAQ
At event
- Getting people where they need to be; parking?
- Welcoming people together with Tickets & Entrance. Handing out booklets.
- Routing volunteers to Volunteers
- Routing press to our press area
- Assemble a knowledgebase (based on questions and presumed questions)
- trying to accommodate simple needs (who accommodates more complex needs?)
Resources
Humans
- 25hr/month for responding to questions (june 2016-februari 2017)
- 45hr/month for responding to even more questions (march 2017 - august 2017)
- 25hr/month for planning the event
- 20hr/month for collecting information from other teams
- ~60hr of beautiful design (perhaps by someone from Team:DECO)?
- ~45 shifts of 3.5 to 4 hours during the week itself (assuming build-up needs one spot during the day), and about 10 full shifts for infodesk core
- 25 shifts of 5 hours for press handling
Desks
- 1 person desk at entrance - or instructing the ticketing fokes how to help people on their way
- 3 person desk at infodesk - probably near NOC helpdesk
- BYOD for our hacker-receptionists
- Office (or at least a large locker) for materials and lost-and-found
Materials
- Booklets (€2000 inc VAT)
- Social Media management tool - preferably FLOSS, else free-as-in-beer, else paid. Preferably tied in to helpdesk ticketing system
- Helpdesk ticketing system - we used to use RT at previous events.
2016/04/30 - First plan - mainly with scope.
