Topic: The following is a comprehensive list of frequently asked questions, with answers and strategies for dealing with the questions. This list will probably grow, both in terms of questions and answers.Additional resoures:

• The information on this page is closely related to the Camp Layout page. The two should be read together.
  

Finding people and things

• How can someone from the outside reach me by phone?
• What is the phone number of the venue?
• Can I use your phone?
• Where can I make a phonecall?

Include all contact information on the FAQ online and in the Welcome Pack. Hang a note on the office wall for everybody to see. You need details of the venue (address, phone number) and details of the organisation. The event office should have its own direct number.

Try to have a local phone booth available. Alternatively, have a local simcard with pre-paid connection available and charge cost price. Include your arrangements in the welcome pack.

• Have you seen .?
• I can't find the person I am looking for, can you give him/her something for me?
• I can't find the person I am looking for, can you tell her/him that.
• Where is Marek?

It is impossible to keep track of everyone. People do need a central place to exchange information, but the interface for this needn't be human. Set up a system with lost & found items, message board, etc. This can be done by hanging A1 posters with a pencil attached to it on the wall at the office.

Arrange portable radios and make sure every main location has one (i.e. the office, server room, plenary room, and different workshop locations). Make sure that people tell you when they need to be unreachable for a while (and that will happen!).

Practical logistics

Camp navigation

• Where is the toilet?

Make a clear map of the venue, mark toilets male/female, include the map in the welcome pack and hang it onto the office all.

Medical problems / emergencies

• When and where can I find the doctor?
• Do we have a first aid kit?

Have an emergency number 24h/d clearly posted on the office wall along with contact details of the organisers and venue etc. If possible, arrange a doctor on site and agree on available times. Keep the first aid kit at the office.

Internet and electricity

• Is there Internet?
• Is there wireless?
• The power has gone off, can you help me?
• The power has gone off, when will it be up again?
• And the Internet?

Everybody is working really hard to make sure the electricity and Internet connection are stable and sufficient. Do not point the asking party to the server room, as the people there are probably quite busy when the power or connection is down. You are likely to find yourself asking people to be patient. Make sure that any planned maintenance in the server room is communicated to everyone. Put a note on the office with DNS, gateway etc.

General office and equipment

• Where is a projector?

Devise a system to keep track of the projectors. In the morning they should be brought to the workshop rooms, and returned to a secure place after the sessions. If they are needed at night for a movie showing or such, ensure that the person responsible person returns the projector. Know who the responsible persons are.

• Where can I find tape?
• Do you have notebooks?
• Do you have batteries?

Have enough stationary in the office but do not present them as if you're running an art gallery. Tape, notebooks, pencils, markers... they always seem to vanish.

Arrange a little shop or shopping service for general needs such as batteries, cigarettes, repellant, toothpaste.

• Can I use your cable?
• I can't install the printer, can you print something for me?
• Can I use your laptop to check my mail for a minute?
• Can I ask you something while you seem to be rather busy?
• Can I print something?
• Can I copy something?

These kinds of interferences with your work make it impossible to concentrate and get something done.

Make sure you have marked all your gear with your name. If you have spare equipment, share if you want to. If using your equipment involves you handing over your laptop, say no. However, there are times when a facilitator needs to print materials for the workshop. It's your call.

Arrange an easy-to-operate printer and copy machine. Agree with facilitators that they will make their copies well upfront. Schedule time slots for participants to copy their flight tickets.

Set up a "charging"/security room

• Can I charge my phone here?
• Can I charge my laptop here?
• Where can I charge my equipment?
• Can I put my stuff inside?

Direct people to the charging room.

Rooms and housing

• Do you have toiletpaper?
• Is my room clean yet?
• Where can I find the cleaner?
• Can my tent be cleaned?
• I have some animals and insects in my room, what do I do?
• I want to shower but there is no water, what do I do?
• I need fresh towels, can you get one?

Make sure you know the housekeeping manager who is maintaining room facilities. Clearly agree on the process, timing, etc. It is handy to have a small stock of toilet paper at the office, but only for emergencies.

Know where housekeeping is situated. Don't point participants there, as there should be a single point of communication. However, having participants fetch some items themselves (e.g. toilet paper, fresh towels) can save a lot of time.

• Do you have my room key?

Create system for room allocations and key exchange. Room security is always a difficult issue as participants are sharing rooms, and in the beginning they may not even know what their roommate looks like.

Room allocations

Name all buildings and rooms. Keep a block apart for women. When participants arrive, allocate them to a room and keep track of where everybody is. Try to fill up rooms as quickly as possible, leaving no empty beds in the rooms until the next batch arrives. Participants with special needs should be allocated upfront.

Housekeeping

Make arrangements with housekeeping as they will need to have access to the rooms (spare or master keys are not always available). Do not start a hotel reception. Roommates need to agree on their own system and are responsible for their own key exchange. If possible, set up a desk with a volunteer in the charge/security room and handle the keys there.

• Can I get my laundry done?

Arrange a laundry service or provide laundry facilities. Be strict with time schedules so the office won't turn into a dirty-clothes-gathering.

Food and drinks

• Can I take a water?
• The water is finished, where can I get more?

Ensure there is enough water at different locations at all times. Imprint the participants' brains with the information that water is valuable and in limited supply. Appoint a volunteer or someone from the venue to maintain the water supply (and check it yourself, too).

• Is lunch being served?

Agree on a very strict schedule with the venue and kitchen. The schedule is very tight and therefore breakfast, coffee breaks, lunch and dinner should be strictly on time.

Finance and travel

If possible arrange a dedicated person to handle all travel details and currency exchanges. Make sure there are clearly schedule time slots for travel arrangements or reimbursement issues.

• How can I pay my participation fee?

Try to deal with this as soon as participants arrive, as you'll be dealing with other issues for the rest of the week. Usually, fees can be paid in USD or the local currency. Ensure there is sufficient small cash in both currencies. Have receipts ready.

• Can I give you the documents for the agreed travel reimbursement?

Schedule strict times for this. You will need three to four days to process it all. At first participants will all come at the same time. Don't stress and don't rush - you will be dealing with a large amount of money and need to pay attention to every detail. Participants need to be patient (and would like the process to be handled with care).

• Which documents do you need for travel reimbursement?
• And what if I have an e-ticket?

Participants need to provide the original invoice from the travel agent, or a printed and signed email, a copy of the ticket, a copy of the visa, and original receipts of other costs (transit hotel, fuel, local travel costs). Print the eticket and sign.

Agree on the final amount and the exchange rate.

• What bank information do you need?

Account Name, Account Number, Name of the Bank, Full Address of the Bank, Swift/IBAN Code, Participant's full name & Address. If there is an intermediary bank, all of these details too (in some instances payment is processed first through a country's major bank and then sent on to a smaller one).

• Who do I go to for questions about my departures?
• What exchange rate are you using?

Make a list of the exchange rates (as on www.xe.com, for example) and stick to those rates.

Additional resources:

• Have a look at the extensive information on the Travel Reimbursement page.
  

The original list

• Who do I go to for questions about my departures?
• Who is taking care of the currency exchange?
• I can't find the person I am looking for, can you exchange something for me?
• I can't find the person I am looking for, can you tell her/him that.
• Is there internet?
• Is there wireless?
• Can I use your cable?
• Where is Marek?
• Have you seen .?
• I can't install the printer, can you print something for me?
• Where can I make a phonecall?
• Can I use your phone?
• Where can I be reached by phone?
• Do you have toiletpaper?
• Is my room clean yet?
• Where can I find the cleaner?
• Can I take a water?
• Do you have my room key?
• Can my tent be cleaned?
• How can I pay my participation fee?
• Can I give you the documents for the agreed travel reimbursement?
• Which documents do you need for travel reimbursement?
• And what if I have an e-ticket?
• What bank information do you need?
• Can I get my laundry done?
• I have some animals and insects in my room, what do I do?
• Where is the toilet?
• I want to shower but there is no water, what do I do?
• When and where can I find the doctor?
• Do we have a first aid kit?
• Can I use your laptop to check my mail for minute?
• Can I charge my phone here?
• Can I ask you something while you seem to be rather busy?
• Can I charge my laptop here?
• What is the phone number of the venue?
• Where can I charge my equipment?
• Can I put my stuff inside?
• Where is a projector?
• Where is tape?
• Do you have notebooks?
• Can I copy something?
• Can I print something?
• Do you want a coffee?
• Do you want a beer?
• Is lunch being served?
• Do you have batteries?
• The power has gone off, can you help me?
• The power has gone off, when will it be up again?
• And the internet?
• I need fresh towels, can you get one?
• The water is finished, where can I get more?
• Can I use your toilet?