Team:Info/infodesk manual

2025-08-07T08:39:21Z

Cri-kee:

This page is constantly being updated and needs to be checked and verified. So the information in this manual is not set in stone and can be changed during the event. Always refer back to this manual.

= Important phone numbers =
(needs more numbers and verification)
{|class="wikitable"
| First aid || 1111
|-
| Infodesk || 4636 (INFO)
|-
| FamilyZone || 5437 (KIDS)
|-
| On-site Logistics || 6683 (MOVE)
|-
| Team:Cohesion (CoC) || +31 (0)6 14 999 843 (24h) / 8273 (TAPE)
|-
| Speaker Desk || 7757 (SPKR)
|-
| Volunteers || 1023
|-
| Shuttle || 7488 (SHUT)
|-
| NOC || 662 (NOC)
|-
| POC || 762 (POC)
|-
| ROC || 9283 (WAVE)
|-
| Chaos Post || 7678 (POST)
|-
| Boekenwuurm || 2635 (BOEK)
|-
| Moebelhaus || 4532 (IKEA)
|-
| Accessibility || Number needed
|-
| Other numbers || [https://micropoc.de/phonebook Check the phonebook]
|}

= Our sources of Knowledge =
=== Where to find answers ===
Answers can be found here (in this order):
* the [[FAQ]] (the first entry in the main FAQ are useful links to info sources, like Tickets or Volunteers)
* the rest of the [https://wiki.why2025.org/ public wiki], use the search option.
* the maps on the tables
* the [https://map.why2025.org online map]
* the other teams in the Info tent
* Speaker Desk
* Infodesk coordinator
* Other teams (infodesk coordinator may call them, or you can call them)

===Other teams in the Info tent===
(to be determined but probably teams like:)
* [[Team:NOC]]: for questions regarding the network.
* [[Team:Press]]: for all press related contacts.

=== How to answer a question ===
* Many answers to questions can be found on the [https://wiki.why2025.org/ public wiki], or on the map.
* For some questions, you can refer people to the other teams in the Infotent.
* If you don't know the answer and think it should come from us, tell the them to wait for a moment, while you look up the answer using one of the sources.
* If you can't find an answer, check with the Team:Info supervisor, as they might know the answer or at least know who to call.
* If a question is REALLY hard to answer, have them leave their contact details and tell them Infodesk will contact them later. Make a note of this question in the Pad.

'''We are here to help and we want to everyone to have an amazing time at WHY2025:)'''

=== Difficult questions (escalation and extra FAQ) ===
We will provide a pad for multiple uses:
* Frequently asked questions that are not yet on the wiki: add these to the pad, Team:Info will add this information to the Wiki.
* Useful remarks for Info Angels on the next shift.
* Questions that can not be answered immediately: add these to the pad so you or someone else can look up the information or ask the right people. Make sure you add contact info (email) of the person asking the question. When the answer has been found you can '''''email the answer through the info-volunteers account''''' and strike the question out on the pad so everyone knows it has been dealt with ('''DO NOT DELETE''').

=== Phone ===
There's a fixed desk phone (INFO). If it rings, pick up the horn, press the blinking indicator, answer the call.

= Answering questions =
===Press===
* If someone from the press has a question, kindly refer them to the press spokesperson.
* '''Don't talk to the press on behalf of the event without permission of the spokesperson.'''

===Speakers===
* First point of contact for speakers is the [[Team:Speaker Desk|Speaker Desk]]. They can answer any speaker-related questions.

=== Kids ===
(is this correct for WHY2025?)
* There are phone number wristbands for kids. If parent/guardian asks for a wristband, you can find one in the box in the storage rack. If necessary lend them a pen or sharpie.
* If they want a permanemt marker for writing a phone number on the child, they can use one of the infodesk markers.
* Advise against writing their own name or the child's name on the wristband/arm.
See [[FamilyZone]] for more information about kids activities and facilities.

=== Packages ===
While we prefer people use a DHL or PostNL pick-up point, parcels can be delivered to the field. This should only be a last resort option as it takes up valuable time!
* Team Warehouse will receive the packages and sign for them. But they will not be responsible for any damage or loss of the parcel. Shipping to the field is entirely at their own risk.
See [[Parcel deliveries]] for more information.

=== Certificate of attendance ===
Some people need a letter for their employer to proof they actually visited WHY2025.
We offer a Certificate of Attendance and/or a letter of attendance for this purpose. Your supervisor can fill this in and print it out. Stamp it with the Infodesk stamp to make it official.

=== Complaints ===
Not everyone will be happy all the time. If someone has a complaint, acknowledge they are sad or angry. That's not the same as agreeing with them; but it prevents you from getting 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. Keep calm.

If they want to blow off steam or just let us know about it (non-urgent) to improve the organisation of the event: write down the complaint or have them write it. They can also mail [mailto:info@why2025.org Team:Info]. Have them explain what they expected, how it went wrong and have them give their suggestion for improvement.

If the problem can't be easily fixed by you and needs urgent attention, escalate.
* Related to another team? Contact them.
* Security problem? Call security.
* Code of conduct related? Call CoC team
* Don't know what to do? Call Boekenwuurm (BOEK)

=Accessibility=
===Maplet===
There is an [[Maplet|online version]] of the paper maplet, for people that want to read the info in a larger font or with a screen reader.

===Camping===
* '''Accessible camper-van area''' — A level strip beside the asphalt road; close to wheelchair-friendly toilets and showers.
* '''Accessible tent pitches''' — In the heart of the camp is the accessibility village, within easy reach of an accessible toilet and shower block.

===Accessible toilet and showers===
* Every sanitary block includes at least one XL accessible cabin with grab rails and low sinks.
* The [http://map.why2025.org online map] highlights toilets, water, food and calmer or quiet spaces.

===Information & help===
* Infodesk is the first point of contact for information. If we don't have the answer we can consult with [[Team:Accessibility|Team:Accessibility]]
* Outside Infodesk opening hours, there will be an Accessibility volunteer on call to answer questions or provide help, by phone or in the general WHY2025 IRC channel. '''(DECT number wanted)'''

===Programme access===
* Hearing loops are requested for the two main stages. Waiting for more info.
* Live caption is being investigated. Waiting for more info.

===Inclusive culture===
* The Code of Conduct explicitly protects disabled and neurodiverse participants and empowers everyone to intervene if boundaries are crossed. If the Code of Conduct is breached or someone feels unsafe, please contact [[Team:Cohesion|Team:Cohesion]].

=Lost & Found=
===Lost something===
If someone lost an item:

# Take down a description in The Book. Ask for identifiable properties (Which Proves That Thing Is Actually Theirs Once Found).
# Create an entry in the [https://wiki.why2025.org/Lost_and_found public wiki page] '''(without the identifiable properties)''' or have them create it.

===Found something===
# Put a label on the item, stating the day and time it was found. I.e. 21T13:37.
# If possible, find an identifiable property (e.g. 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 identifiable property in The Book.
# Look through the entries on the [https://wiki.why2025.org/Lost_and_found Lost and Found page].
# If the item matches something that was reported missing, 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 on the [https://wiki.why2025.org/Lost_and_found Lost and Found page].

===Retrieving something from Lost and found===
# Have them proof the item is theirs by identifying it correctly.
# For valuable stuff: have them identify themselves and sign off for receiving back their stuff in The Book.

===Book of Lost and found===
The book of Lost and Found is a physical book that lives at the Infodesk. If you can't find it ask your supervisor to point it out to you.

=Coordinators: second-line support=
The core team of the Infodesk consists of the people that helped prepare the info desk and know a little bit more about the organisation. They'll instruct the Infodesk Angels and can contact other teams to find the answers to hard-to-answer questions. Boekenwuurm is our contact at Projectleiding

Supervisors: [[User:Ad]], [[User:Boekenwuurm]], [[User:Boo75]], [[User:Egal]], [[User:Elborro]], [[User:Galactum]], [[User:Jel]], [[User:Kintaro]], [[User:Mlijn]], [[User:Number3]], [[User:Raboof]] and [[User:Sirgoofy]]

=Timeline=
===Buildup===
* Just general info?
* coordinate with Team:Volunteers: tell who of our team is there, who's core team. Get food tokens to distribute.
* prepping the Infodesk tent & desk
** connecting phones
** prepare signage including Info, Press (also for entrance)

===Tear-down===
* Give basic info about transport and tear down.
* Print out A4 with the shuttle service and the schedule of trains at Alkmaar station:
** More info about transport: ns.nl and 9292.nl, check for disruptions.
* Lost and Found

User:Cri-kee

2025-08-07T08:23:14Z

Cri-kee: create user page

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WHY2025 wiki - User contributions [en]

Team:Info/infodesk manual

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