Hello PA Editors!
We are trialing an accelerated timeline for closure of most URs.
All editors must read and agree to the following trial study rules prior to following the accelerated guideline.
Please “thumb up” this post once you have read this as means of your acknowledgment.
We are tracking the success of this new guideline; everyone’s participation and cooperation is essential, and appreciated.
If the trial is successful, we will adopt this guideline moving forward. If we find too many outliers, then we will return to the original 7+7 guideline.
Day 1:
Respond to all new URs as soon as possible, preferably in the first 24 hours after posting. Investigate the problem. If the solution is obvious, leave a comment, fix the problem, and close out as “Solved.” If there are any questions, leave a comment asking for further qualification.
Automatic or generic responses should be left to a minimum – ask probative questions designed to facilitate closure of the UR.
Day 4:
If there is no answer from the reporter within 4 days of the initial comment from an editor, then leave a reminder comment indicating additional information is needed. Also advise the reporter that the UR may be closed soon if additional information is not provided.
Use caution when using automated scripts, as these may send out generic unhelpful comments to a reporter. A personalized reply is always better.
If the reporter provides enough information to close the report, send a thank you comment, and mark the report as “solved.”
If the reporter provides a response, but additional information is required, then inquire further with additional comments. The response clock starts over at Day 1 while awaiting the new information.
Day 8:
If there is still no information from the reporter after 8 days from the original comment by an editor, close out the report as “Not Identified.” Leave a comment advising the reporter to send any further questions or updates to WazePennsylvania@gmail.com – This is very important to ensure that we are not missing outliers by accelerating the time-frame towards closing the URs.
A few other notes:
The goal here is TEAMWORK to efficiently close the URs. No one “owns” a UR – editors should be working together, and helping each other to find the correct answer to a reporter’s concern. Only by working together can this accelerated timeline be successful. However, please be respectful of other editors and work to help each other. Don’t just “take over” another editor’s attempt to successfully close a UR.
The main objective is to resolve legitimate map issues – not just to close URs. Be sure to take time to understand the issue, and ensure that the reporter has time to respond. URs may be left open longer than the timeline above, if it is deemed appropriate for the proper solving of the UR.
Never close a report without leaving a response – remember to leave our e-mail WazePennsylvania@gmail.com for all reports marked “Not identified.”
If there is a question how to properly close a UR between editors working together, please send messages through GHO Direct Message or Waze PM to discuss further. DO NOT argue or discuss nuance or issues through the UR comments. This can appear unprofessional, and can dissuade the reporter from providing the proper information to solve the issue at hand.