Changes and sync to Update Requests on Papyrus

[gettingthere]

Some other things to think about:

* Generally there are too many open update requests throughout the system
* We as editors need to be able to handle more Update Requests, quickly and efficiently
* If we are spending lots of time cutting and pasting email scripts, it is wasting a lot of time

We need to be able to resolve as many Update Requests as possible without having to communicate back and forth with the submitter. As you work more Update Requests in Waze Map Editor (I don't know why it is still being called Papyrus - I was fortunate to see this earlier in the Beta) you will see that the drive and route data is very helpful for many Update Requests.

YES, Waze needs to be sending out good emails when the Update Request is marked Solved or Not A Problem in the Waze Map Editor. Hopefully that is occurring now until Waze Marketing can get these email messages tweaked to be better than they were in Cartouche.

So I am in agreement with Banished that we don't necessarily need a full blown communication system and not every Update Request needs personal bi-directional communication with the submitter.

I for one am very happy not to be cutting and pasting email scripts into Update Request responses.

I feel that Waze needs to move in this direction:

* Get as much info as possible into the Update Request details. Drive and Route data is a good first step. Maybe there is more information that can be automatically gathered and presented?
* Have good email responses to the submitter when the Update Request is marked Solved or Not a Problem.
* If marked Not a Problem ensure that the submitted knows the problem could not be located and that they should open another Update Request, from the exact location of the issue, in Navigation mode if possible, and give additional details on the issue.

Yes, not everything can be resolved with this approach. It should be a rare case where we need to be communicating back and forth with the submitter to resolve their issues. And for those rare cases a forum PM may be good enough.

Really isn't editing maps supposed to be fun??? Making the Update Request system more like a IT Help Desk is not fun, it's work! And work that we are not even getting paid for!

[HavanaDay]

I generally agree with you gettingthere but I have one for you.

https://www.waze.com/map-editor/?zoom=8 ... arker=true

The directions and the route match up yet they reported wrong driving directions.

So do you

A) Just mark it as not a problem and move on.
B) Try to touch base with them and see where the wrong turn is.

I am not saying either is right or wrong but my thinking is that there is some wrong instruction there that needs to be solved. Whether it is a wrong turn instruction turn on street that is wronged. Maybe you get better user reports and that is fine but I see an awful lot of these in NC.

As a matter of fact I just got down scanning through the last two days of UR's for the Charlotte area. Think there were 40 UR's and I had to send out about 18 request for more info PM's.

I also think that map editing should be fun. But does it hurt to have a system in place for user communication that is both efficient (thinking one click like we have now for each user request with some generic blah blah for each UR type) and conveys we need your help to get your problem resolved.

I am torn. I have been guilty of not putting any text in my UR requests as that is the last thing I want to do when I am pedaling along the interstate and there is no easy way to update your requests. But should an UR be written off just because at first glance we can't as editors figure out the issue?

[gettingthere]

I generally agree with you gettingthere but I have one for you.

https://www.waze.com/map-editor/?zoom=8 ... arker=true

I looked at this example. Directions were exactly as the Wazer drove. So it does not appear to be wrong driving directions.

Yes, I would mark it - not a problem.

As long as Waze sends out the appropriate email to the submitter (likely this is an issue now, not the proper email) that explains that their problem could not be found, resubmit with more details if it's still an issue, etc.

Waze is providing the tools. We can only what we can do with the tools at our disposal. So this is the reasonable option with the information available. Is there something posted somewhere from Waze that we as volunteer Map Editors and Area Managers must make every effort known to man to resolve Update Requests - out of the scope of the system that is being provided to us?

Yes, we could do likely do better with a full communications system. We have communicated this to Waze many times. They have provided what you see.

If/when Waze gets enough complaints that Update Requests are being closed out without being fixed, maybe then they will provide better tools. But as of now, they seem to be content with what is being provided as well as the limitations.

[AlanOfTheBerg]

I generally agree with you gettingthere but I have one for you.

https://www.waze.com/map-editor/?zoom=8 ... arker=true

I looked at this example. Directions were exactly as the Wazer drove. So it does not appear to be wrong driving directions.

Yes, I would mark it - not a problem.

Ditto, though they are likely complaining about a previous turn. Can't figure it out quickly = Not a Problem for now.

[banished]

We need to be able to resolve as many Update Requests as possible without having to communicate back and forth with the submitter.

What he said. +2

[pulsarxp]

I am afraid, if you have a problem, you can not find a solution, and there is no problem to use, and it often occurs, the user draw back WAZE because it is not taken seriously in a bug report.
Obviously, this is essential in a country such as mine, because do we hard work to be a lot users.

[banished]

I am afraid, if you have a problem, you can not find a solution, and there is no problem to use, and it often occurs, the user draw back WAZE because it is not taken seriously in a bug report. Obviously, this is essential in a country such as mine, because do we hard work to be a lot users.

I am uncertain it is realistic for users to expect a personal reply to their reports. If I make a report and the next time I drive the same route the problem is gone, that is all the feedback I need. Perhaps their are cultural differences in your country of which I am unaware, but I generally think people are people.

[palmerit]

I am afraid, if you have a problem, you can not find a solution, and there is no problem to use, and it often occurs, the user draw back WAZE because it is not taken seriously in a bug report. Obviously, this is essential in a country such as mine, because do we hard work to be a lot users.

I am uncertain it is realistic for users to expect a personal reply to their reports. If I make a report and the next time I drive the same route the problem is gone, that is all the feedback I need. Perhaps their are cultural differences in your country of which I am unaware, but I generally think people are people.

My take on it is, each AM is free to handle the "customer" facing side of things however they see fit. As such, if you don't care to interact with the users, that's fine. Me? I work IT in a company that takes "customer service" very seriously, and it's something we pride ourselves on. I've read a ton of books on the subject (including the books from zappos and disney on the subject) I take that sense of pride with me, and apply it in everything I do where I have any touch points with an enduser. As such, *I* want to be able to respond to a user as quickly as I can, and let them know that at a minimum, they have been heard. Honestly, that is all that most people want. If you don't have the same goals, thats fine with me. But I'd appreciate if you didn't dismiss it for all

[wroadd]

Perhaps their are cultural differences in your country of which I am unaware...

[jasonh300]

This actually goes a bit further than anything mentioned above. Every company that has a good and successful helpdesk will tell you.. You don't have to resolve the issue immediately (usually) so waiting 2+ weeks for tile updates is "OK" to the end user. What most people want, is to simply *know* that their concerns have been heard. Most prefer a communication with a personal touch, rather than a canned email response.

We used to send some clueless kid on a service call if no tech could get to it. They'd look at the printer, try to run some test pages, and then tell the customer that a tech would be out the next day with parts. We called them "appeasement engineers".

I am uncertain it is realistic for users to expect a personal reply to their reports. If I make a report and the next time I drive the same route the problem is gone, that is all the feedback I need. Perhaps their are cultural differences in your country of which I am unaware, but I generally think people are people.

The problem is, if a user sends a UR, the AM goes in and immediately fixes it, the Wazer continues to drive the route for several days, the problem doesn't get fixed, and there's a good chance the Wazer deletes the app and moves on to something else. The user has no idea that the problem has been fixed, or that it might take 2 or 3 weeks before he sees the results on the app.

While a lot of the users never check their e-mail, or give fake addresses, if there's no e-mail being sent out, there's zero chance that they're going to get this information.

I've been having a lot more success at getting users to reply recently...especially if I get to the UR within 24 hours. The ones who do reply seem thrilled to know that someone got the report and that someone took 30 seconds to copy and paste a reply to them.

These are the people who are going to give more detailed reports in the future, and who are going to recommend Waze to their friends, and possibly even explain to their friends that there's a living, breathing support person in the area who is willing to help them.