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==Update Requests== | ==Update Requests== | ||
An Update Request (UR) is a Map Issue reported by a user from the Waze client app. It is also a layer in the Map Editor. See [[Update_Requests_in_Waze_Map_Editor|update requests]] for more information. VA has a policy of shared UR management. This means that URs are open to all editors and that there is no "ownership" implied when posting the initial comment. However, it is courteous to allow new editors or editors you don't have an informal agreement with an extra day or two to respond to reporter comments and/or post reminders. Effective UR conversations are usually achieved with a single point of contact for the reporter, but other editors can step in if a UR with reporter comments begins to sit idle or if they think another editor needs help. Please be respectful to other editors and reporters while working URs; it is usually best to send a message to the editor rather than chatting with them through a UR. (Most reporters don't care about the chat, they just want it fixed and not be bothered with multiple responses). Typically, an editor should be given some time to respond to the reporter's comments (since real life has a way to occasionally get in the way to prevent editing time on some days). | |||
In Virginia we have adopted at 0/4/4 system for response to Update Requests. 0/4/4 is the short way of explaining the following. | |||
==== 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 query should be sent to the reporter requesting the information needed for resolution | |||
==== Day 4+ ==== | |||
Polite reminders should be sent to a reporter who has never responded to a query, provided at least three full days have elapsed since the initial response was sent. (You can send reminder at 00:01 Eastern Standard (or Daylight when applicable) Time on the fourth day). | |||
Example | |||
"''If no further information is provided we will be unable to fix the issue you encountered and this report will be closed soon''" | |||
==== Second Day 4+ ==== | |||
URs may be noted as closed due to lack of reporter response, provided at least three full days have elapsed since the followup message was sent (You can close at 00:01 Eastern Standard (or Daylight when applicable) Time on the fourth day since the reminder was sent) | |||
Example | |||
"''This report is being closed due to lack of information, please submit another report if the issue continues. Happy Wazing!''" | |||
If you use URComments then the settings should be 4 for reminder and 4 for closure. | |||
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Latest revision as of 03:28, 13 January 2016
See Virginia/Community for guidance in Virginia that may not be universal to all other states and territories.
Update Requests
An Update Request (UR) is a Map Issue reported by a user from the Waze client app. It is also a layer in the Map Editor. See update requests for more information. VA has a policy of shared UR management. This means that URs are open to all editors and that there is no "ownership" implied when posting the initial comment. However, it is courteous to allow new editors or editors you don't have an informal agreement with an extra day or two to respond to reporter comments and/or post reminders. Effective UR conversations are usually achieved with a single point of contact for the reporter, but other editors can step in if a UR with reporter comments begins to sit idle or if they think another editor needs help. Please be respectful to other editors and reporters while working URs; it is usually best to send a message to the editor rather than chatting with them through a UR. (Most reporters don't care about the chat, they just want it fixed and not be bothered with multiple responses). Typically, an editor should be given some time to respond to the reporter's comments (since real life has a way to occasionally get in the way to prevent editing time on some days).
In Virginia we have adopted at 0/4/4 system for response to Update Requests. 0/4/4 is the short way of explaining the following.
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 query should be sent to the reporter requesting the information needed for resolution
Day 4+
Polite reminders should be sent to a reporter who has never responded to a query, provided at least three full days have elapsed since the initial response was sent. (You can send reminder at 00:01 Eastern Standard (or Daylight when applicable) Time on the fourth day).
Example
"If no further information is provided we will be unable to fix the issue you encountered and this report will be closed soon"
Second Day 4+
URs may be noted as closed due to lack of reporter response, provided at least three full days have elapsed since the followup message was sent (You can close at 00:01 Eastern Standard (or Daylight when applicable) Time on the fourth day since the reminder was sent)
Example
"This report is being closed due to lack of information, please submit another report if the issue continues. Happy Wazing!"
If you use URComments then the settings should be 4 for reminder and 4 for closure.