Old notes on staffing a virtual conference booth

It’s fantastic how a blog archive lets me pull up lessons learned from a virtual conference I helped at two years ago. Some of these tips from my internal blog post are platform-specific, but others might be useful.

Staffing the Social Networking booth at the Innovation in Action event. Here are quick tips:

  • Set up text shortcuts. You’ll need to type in a lot of text rapidly. The built-in Text Entries are not available when you’re sending an initial message or inviting someone to a chat, so type in some boilerplate text into Notepad and then copy and paste it. Messages you send from the booth will be marked as from your booth name, so include your name and e-mail address in your message. Advanced tip: use AutoHotkey to create a text macro. Install it from AutoHotkeyInstaller.exe, create a file like shortcuts.ahk (customize this of course), then double-click shortcuts.ahk to make it part of your system. Example shortcuts.ahk:
    ::!hello::Welcome to the IBM social networking booth. I’m Sacha Chua ([email removed]), a consultant who helps organizations figure out what Web 2.0 is, how it fits with their strategy, how to implement it, and how to make the most of it. Please feel free to ask me questions by sending a note or inviting me to chat. What can I help you with?
    ::!tapscott::Hello and welcome to the IBM social networking booth. I’m Sacha Chua ([email removed]), an IBM consultant who helps organizations figure out what Web 2.0 is, how it fits with their strategy, how to implement it, and how to make the most of it. What did you think of Don Tapscott’s keynote? Please feel free to start a chat if you want to talk about it or if you have any questions about social networking.

    After that, you’ll be able to type !hello into anywhere and have it expanded. To update, edit shortcuts.ahk and then double-click it again.

  • Check people’s visitor histories. The visitor history will tell you about any messages sent from or to this booth, if the visitor has been to this booth before, and so on. Great way to make sure you don’t send a message twice.
  • Send people messages and invite them to chat with you. You can initiate only one chat at a time, and you have to wait for the person to accept or reject the invitation before inviting another person. You can send as many messages as you want, though, and you can have as many open chats as you want.
  • Send yourself follow-up requests after conversations. Your goal in each conversation is to find out what people are interested and give yourself an excuse to follow up. After you get that, use the [i] button on the right (your chat partner’s profile) to display the profile, then use the Followup button to send yourself a copy of the person’s visitor history. WARNING: There’s some delay when selecting names from the list, so double-check that you’re sending the right person’s information.
  • Pull in experts. Need help answering a question? Tell the visitor you’re bringing someone in, then click on the expert’s profile, choose Invite to chat, and choose the chat session you want the expert to join.

Non-obvious things:

  • Your name will not be associated with any messages (from or to), so don’t count on being able to quickly see replies from people or find out what you sent someone.
  • The sorting buttons on the lists sort only the displayed entries, not all the entries. Entries will always be arranged chronologically, although in-page sorting may be different. Don’t count on being able to use this to see all the messages sent by visitors. Just leave it on Date.
  • If someone leaves your booth while you’re trying to check their visitor history, their info box disappears.
  • As people enter and leave the booth, odd things happen to the page. Be prepared to have to find people again.
  • Things get much quieter when people are listening to sessions. Eat or rest during those times.