System operators are under tremendous amounts of pressure to handle events flawlessly. There is no room for silly things like failing control systems or stalled routers. The systems they operate have built in redundancies, like patch panels, but without the proper labeling of the AV system the backup was useless.
A client has a conference room that was constantly rented out. It was long overdue for an upgrade, however, there was no time to do so before a very important event was scheduled. New operators were hired, and AVR was brought in to train them.
We found several inconsistencies in the labeling. The device names on the drawings did not match the device names on the physical devices themselves. Further, the names on the touchpanel did not match either, and the patch panel labels were a completely different story. Imagine being an operator, under pressure, and something happens. Is the problem with “PC 1” (drawing), “Front Laptop” (touch panel), or “LPTP” (patch panel)? It would be difficult enough to sort out without a client or your boss breathing down your neck.
Additionally, there were so many system upgrades over the years that many of the drawing and patch panel labels no longer corresponded to actual sources and destinations, and no one had bothered to update the documents or the patch panel labels.
Essentially, the backup parachute was filled with holes.
We worked with the operators to create an intuitive and consistent labeling scheme, and update their system documentation. It gave the operators a familiarity with the system that they did not have before. It also instilled faith in the system, making the operators more confident during events.
Labels are often overlooked until something catastrophic happens. With a continually updated and maintained system, our clients now have a redundant system that will keep their operation moving smoothly.