Open lab procedures

Opening the lab

• Turn on the lights
• Lower the screens
• Turn on front computer and projector
• Extend the display on the screen (so that the webpages that show on the projector behave like another screen)
  • Open this page on the projector screen:
    • Sandbox requirements
  • Open these pages on the screen at the monitor:
    • Sandbox user tracking sheet
    • Slack
    • FogBugz
    • training.wp network
    • Spotify (or other music player) to play low volume, mellow music

Welcoming people

The way we welcome clients into open lab is a similar approach that we use for phone calls. Tier 1 pubs will always be in tune to what is occurring in the open lab and will ensure that they are the first to respond when a client enters the lab or has a question. If Tier 1 pubs are all busy or cannot answer a client’s question, then a Tier 2 pub will step in.

When someone enters the room please speak with them in a timely matter. DO NOT let the person entering the room just stand in the doorway and look confused.

What to say when someone enters:

• Pub: “Good morning/afternoon! Welcome to the WordPress workshop. Is this your first time attending a workshop or have you been in before?”

Introduce yourself; and point out the other student workers in the room that can help.

You will need to take their User ID so that it can be tracked in the WP Sandbox User Tracking sheet.

• Ctrl F – enter in User ID in search box
• Mark date of open lab under OPEN LAB ATTENDANCE
  • If the user has not finished their Sandbox, still mark the attendance date but add a note saying the Sandbox was not completed before attending.
  • If there are notes under NOTES FOR OPEN LAB make sure that the user knows what they need to fix in their Sandbox.

During lab

Check in with people frequently (DO NOT sit at the computer you are on the entire time.)

• Circulate the room at least every 15 minutes. Time will depend on the amount of people in the room.
  • If there are more people, move around more frequently.
• Answer any questions that the users might have. Questions could be about:
  • What they might be missing in their sandbox before/after they are approved
  • How to get access to their live sites
  • Why a shortcode isn’t working
  • How to make a page look nicer
  • How to fix the menu

If no one is in need of help, you can be working on daily case work or whatever task has been assigned to you. Still make sure that you are paying attention to anyone that might be raising their hand, or look like they are struggling with something.

If you don’t know the answer to someone’s question ask another Pub at the training.

• If no one at the training can answer, Slack a team member.

Closing lab

If someone is still in the room, please wait for them to finish what they are working on. Make sure no one has any last minute questions.

Once everyone is gone or in the process of leaving:

• Log off of front computer & turn off.
• Raise screens
• Turn off room lights
• Close all doors to the room