West Virginia User Report Management
Response Timeline
(NOTE: all day values are relative to the date the FIRST editor response is sent to the reporter)
Day 0
The first editor who is able to respond to UR should attempt to resolve the UR. If they are successful, they should comment as such in the UR and mark it closed. If more information from the reporter is required to make progress towards closure, a response should be sent to the reporter containing the information needed for resolution.
Day 4+
Polite reminders should be sent to reporters who have not responded to the initial at any time, provided at least four full days have elapsed since the initial response was sent
Day 8+
URs may be noted as closed due to lack of reporter response at any time, provided at least four full days have elapsed since the followup message was sent.
All editors are considered to have equal ownership of and responsibility for all URs in West Virginia. All editors, regardless if they have worked the UR previously, may send any of the responses describe above, provided they adhere the minimum time spacing guidance between responses. All editors are explicitly encouraged to attempt resolving URs at any point during their lifecycle, even if others happen to be actively working it at the same time.
Notes
- The ideal timeline for UR response is when responses are sent as early as the minimum required time spacing between messages permits; experience has reliably shown that UR response rates are much higher when editors are able to send responses promptly.
- The 4+ day followup / reminder has shown remarkable improvement in reporter response everywhere that it has been implemented. While not mandatory, it is strongly encouraged.