Team:Infodesk/Planning
From SHA2017
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
- Routing visitors to Tickets
- Routing volunteers to Volunteers
- Routing press to PR/communications
- Assemble a knowledgebase (based on questions and presumed questions)Event:
- Routing people, welcoming them, handing out booklets (with Ticket?)
- 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)
- 15hr/month for planning the event
- 15hr/month for collecting information from other teams
- 60hr of beautiful design (perhaps by someone from Team:DECO)?
- 50 shifts of 4 hours during the week itself (assuming build-up needs one spot during the day)
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.