Team:Infodesk/Planning

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
  • Team:Info/schedule
• 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.