Introduction
This page is intended to document UK guidelines for dealing with User Reports (UR) and UR conversations.
The priority with URs should always be to identify the problem correctly and either resolve it by editing the map or explain to the original reporter why that can't be done. Drivers who take the trouble to report a problem deserve a prompt and helpful resolution.
Initial Procedure for Dealing with a UR
If you find a UR that is still yellow and there is an Area Manager for the area (check the AM layer in the editor), please leave the UR alone, at least until it turns orange. AMs rely on URs to get a better idea of the area they are managing. Once the UR turns orange, the priority shifts to providing a resolution to the reporter.
Clearly Resolvable URs
If the UR can not be resolved by editing (e.g. "Traffic Lights"), you should provide a clear explanation using the conversation feature and then close the UR as "solved".
If you can resolve the UR by editing, do so (requesting unlocks if needed). Provide a brief note of what you have done via conversation and close the UR as "solved".
Unclear URs - Starting a Conversation
If the problem is unclear you should ask the original reporter for more information via conversation. Bear in mind that most reporters will simply be users of the App with no idea about the editing community and processes behind it - so don't get too technical. It's also a good idea to reference the original problem to refresh their memory - e.g. "You reported an Incorrect Junction where the High St crosses Old Rd".
You may wish to include an email address in your message. Some reporters prefer to reply by email - although, depending on their reply, it can be hard to work out which UR they are responding to.
Be polite!