I thought I'd let some replies pile up before posting any answers.
To those who have suggested extra sample texts: thanks for your suggestions. However, the purpose of that section was just to provide a sample, rather than a more exhaustive list. If we put all the commonly used replies on the Wiki page, that section would be 3 times as long as before. If Waze ever sort the London Routing issue or the Off & On issue, I'll have to remove those specific examples from the Wiki - and I might add some of the other suggestions then.
ditchi56 wrote:I always like to start a conversation with "Hi, volunteer map editor here responding to your Map Issue report."
Something like this does appear in one of the samples, but I've added a sentence to the effect that you might want to do that. It seems a fairly popular idea.
garfyville wrote:My biggest issue with inexperienced editors closing URs is when they close those that have an ongoing unresolved conversation
It's been a problem since UR conversations appeared. At least you get their name and, now, you have a Wiki page to point them to when you say "please don't do it". When URs stay on the map for a while after closure it will become much less of a problem.
biccies wrote:It would be nice to get some guidance on how best to close URs where we know the problem but are unable to resolve. For example the common 'On and Off' problem. Obviously we would send the information, but then do we close the UR as 'Solved' or 'Not Identified'? Neither really apply but I do think that these URs should be closed rather than staying open for many weeks.
That's been a problem since before I joined Waze. The available choices simply don't cover all possibilities. Generally speaking, "not identified" is where you couldn't work out what the user's problem was. Treat "Solved" as meaning the opposite of "not identified": if you can identify the problem then it should be marked as solved. If you solved it by editing the map to remove the problem, then that's obviously "solved". If the problem can't be solved by editing, then you can report this back to the reporter now and that does at least "solve" the User Report.
I have a different way of thinking about Starting a Conversation
wiki wrote:please leave the UR alone, at least until it turns orange
Surely it is good for someone to reply ASAP while the reporter still remembers what the problem was. Thoughts of others?
Remember, this only applies if you cannot clearly identify the problem
. In an area with an active AM, the AM probably knows details of what is going on. This guideline is intended to give the AM -an experienced local editor - a chance to deal with the UR with the benefit of local knowledge, before an non-local editor (who may be inexperienced) starts posting general "can you supply more info?" questions.
Also, it only takes 4 days for the UR to go orange. Even my memory isn't that bad.