Staff communication with community is broken

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Re: Staff communication with community is broken

Postby vince1612 » Thu Mar 16, 2017 10:25 am

Since you're not making any mention of it and for fairness's sake, I'm only going to add that I was as surprised as anyone else about this release to prod WME. However in my case I contacted the same staff person who writes the release notes to ask about it.
She told me she was writing them as we spoke, she knew the devs were going to release it that day but unfortunately she got stuck in a long meeting which didn't allow her to write them as early as she would have wanted to.
Did the team releasing the beta version to prod know or care that she was stuck in a meeting? I don't know... Did she care? I think she did, otherwise she wouldn't have answered in less than a minute that she was in the process of writing those release notes and apologizing for the delay.

All Global Champs were aware of this as I posted that information and what she told me in the Google Hangout where this was discussed. So while I can understand your point of view, in this case I feel like an accident happened, for which we got an explanation and I felt that it should be shared here to point out that there is always two sides to every story.
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This is of course unfortunate, not ideal and you're right, it probably should be avoided for next releases. But under these unforeseen circumstances I find that the issue getting resolved just 1 hour and 30 minutes after the release (to be more precise) remains acceptable, for me at least, anyone is welcome to disagree. Especially since we're not speaking about longer delays, nor about the 2nd, 3rd or 4th time that we see this happening since the situation originally described improved.
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Re: Staff communication with community is broken

Postby vince1612 » Sun Dec 18, 2016 10:52 am

I see many people commenting here now mostly about Iain's first post, but I feel like it should be pointed out that this thread and most of the discussions it generated happened a month ago, so it's a bit late to be reacting to page 1 only, and too soon to already judge on anything. Things have happened in one month and more things are supposed to happen that haven't been given a chance to be happening yet.

Take the time to read the full thread and you'll see Iain posted other messages after his first one. As GC-Staff communications are not public, you cannot really know if the words of comfort staff posted here are really -all- that has been done by them since this thread was opened. So reading page 2-8 might show you that there has been some improvements already.
I know and realize many have seen a yo-yo effect in the past and believe this is just another temporary improvement, but to be fair I think we should wait and see. It has only been 10 days since we were given staff's plans to improve things further, it's too short to be judging yet.

Also realize that if you're not an LC or a GC you may not see a difference but that would be normal and it wouldn't mean that things are not changing. This thread is a testimony showing that staff has a hard enough time communicating with a group of a few hundred individuals, so I don't think other people should "hijack" this thread and use the support it got to put pressure on staff for unrealistic hopes that they would suddenly become communications experts that will devote 100% of their time to reading and responding to everything and everyone in this forum. This simply won't happen.

The Champ roles have been created by staff for a reason in this growing community which they simply cannot handle all by themselves anymore. As we keep telling the newbies or the "I am Waze ROYALTY!" people who think of themselves as high priority VIPs everytime they make their first-ever forum post about missing points in the "Waze App" forum section: please use your existing communities.
Get in touch with your local people, know who your AM, SM, CM, RC, LC, GC are. Each of them should be able to help you on most problems without needing any communication with staff in the first place, if not, each of them can pass the info to the next one until if even a GC can't help solve the issue, then he/she should be able to pass it on to staff. And this is where we need communication to be simple, efficient and effective for it to benefit everyone, otherwise we all know what happens when there are traffic jams and how much time they can make us lose.
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Re: Staff communication with community is broken

Postby vince1612 » Thu Dec 15, 2016 10:34 am

mikupoiss wrote:coming from a small country with good map and hectic CM appearance, I find it necessary to make some exceptions for chain of communication and user promotions.

If you're in a self managed community the chain of communication should first be to try to handle your CM appearance problems with the CM directly to see if there isn't a way you could perhaps get in touch with him easily in case of urgent problems. Then it seems your country has a LC (zCougar), so you would then have to speak with him to handle local issues or promotions.

As you pointed out it's hard enough for the current staff team to communicate well about global problems, features, issues. So I don't think they should be the exceptional go to people for any local items (reckless editors, country specific issues etc..) that a Local Champ (or perhaps a Global Champ from a neighbor country) could handle very well.

As neighbor GC's you have:
DimanZ1 (Russia)
Manzareck (Russia)
Olestas (Latvia)
ranttine (Finland)
RIFF_RAFF (Latvia)
vladimobile (Russia)

While they might prefer not to handle promotions in Estonia directly, they could help with the dicussions and process. And they could certainly help to block reckless editors and provide guidance for other country specific issues, including ones where staff might be needed as they would be able to get in touch with them easily.
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Re: Staff communication with community is broken

Postby ttninja55 » Fri Nov 18, 2016 12:37 am

Thank you for your post. I agree with much of your post. I enjoy the hobby, I enjoy the community and I enjoy making a difference. The flip side is, without any proof to the contrary I believe the developers believe they are making WME better for us. Otherwise there wouldn't be a need for an update.
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Re: Staff communication with community is broken

Postby top_gun_de » Thu Dec 15, 2016 3:19 pm

I wouldn't bother investing work into such lists unless there is a commitment from the product team about the impact these lists will have on priorities...
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Re: Staff communication with community is broken

Postby top_gun_de » Thu Dec 15, 2016 1:57 pm

Hi guys,

this thread is about issues in the communication channels, it's about needed changes in the communication strategy. It is not about the top pressing issues in the editor, the app or the routing server. So please keep this thread focussed.

Thanks a lot,

Detlev
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Re: Staff communication with community is broken

Postby top_gun_de » Thu Nov 24, 2016 8:50 am

@Dwarflord, well spoken. Now, if kpi #3 is already measured, and the staff-conclusion is as simple as "we need to extend autopromotion", then it's also clear that somebody at staff is not always ending up with optimal conclusions. And that's why I am very thankful to Iain for his open letter.

Best,

Fetlev


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Re: Staff communication with community is broken

Postby top_gun_de » Sun Nov 20, 2016 2:22 pm

Guys, as was announced by Shirli, this week will be a meetup where staff goes over the aggregated issues.

To the country-coordinators: Send your summary to your community manager asap. I just did and am anxious to read the response. I won't post it here, because it contains fresh conflicts that my community is not yet aware of, and which need to be settled in one direction or the other so each team-member can decide if he wants to continue to edit.

Best,

Detlev
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Re: Staff communication with community is broken

Postby top_gun_de » Thu Nov 17, 2016 7:04 am

Iain, you hit the nail on the head. I hope you send a link to this thread to your respective community manager, otherwise it will get lost.
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Re: Staff communication with community is broken

Postby starmandpc » Mon Jan 23, 2017 5:18 pm

blakviper wrote:Iain,
I couldn't agree ore with you, I too felt desillutionated by Waze earlier. I began editing in 2011, became country coordinator, Local Champ, country manager, etc, etc, etc.

I left all behind, I do edit every now and then, not as before, but whenever I want.

All of the sudden I felt like they (Waze) were demanding me to spend more time on the forums and other things (that's why I never looked forward to be a Global Champ) until they made me choose between getting more involved or quit been a coordinator. That's when I said no more, this is something that's supposed to be fun and something that you do in your free time... Why, because one just likes doing it, it has never been about money or something else.

So I made my mind and left.

Do I miss been involved? I do, but never the less I believe it was something I had to do.

Great post man, I agree with you, best of lucks.....

Blakviper

This is exactly how I feel, Waze wanted to participate more in the forums as if that corrected the maps automatically, the champs used Hangout to agree on how to proceed with the problems and solutions of the system, but to forcefully request the participation in the forums as if I were an employee is not acceptable.

Enough had to be dealing with a particular champ who always opposed the proposals we made as a group and all for lack of criteria of this person and also have to meet a Waze agenda? NO GRACIAS!

Currently I continue to correct the map based on the rules and needs of my city and roads that I commute daily.
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