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Post by todrodman
Gotta say, the standard Waze response of 'not our problem, so kill, delete and reload' is totally lame. Blaming everything else is so a third world mind set.
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Post by txemt
Here's my typical response and it's pretty fluid with the type of report:
You reported a general error at Main St and 2nd Ave, but left no information on what's wrong. Could you please elaborate more, so we may fix the issue.
It's short, sweet, to the point, sounds professional, and it does two things:
a) It allows the driver to remember where they were when they reported the issue
b) It gives a reference (when you check in the app) on where the location is so you can look at it again if they respond.
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Post by txemt
IMO: Too wordy. I've seen some loooooooooong responses to issues, and I'm not reading after the first two sentences. BZ has some long winded responses and I don't pay attention. A driver doesn't have that much time to read, if they're reading in the car (which I'm sure some do), but in a "I want it now" world we live in, I like to keep it short and simple:

You reported an issue, I need to know what's up, please reply.
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Post by Thortok2000
I open almost all reports with a standard:
Could you please provide more information about your issue?
I find that the amount of times people hit the wrong button is pretty high so even assuming the issue falls under the category the user selected (like missing road or wrong turn) isn't really necessary. If it's actually about that issue when they reply, then I use a more specific followup (if necessary.)

For instance:
May I please have the address (and business name if applicable) to which you're referring?
This is my standard message before closing as 'not identified':
Closing report due to lack of contact. If you have any further issues, please open another report!
And then here's the monster. If I get a 'it didn't route me the way I expected it to' I post this (and then close the UR):
Waze attempts to route you around traffic using both live and historic time-of-day traffic data (automatically collected from Wazers like you as you drive along with Waze on, even if you have not set a destination to navigate to), and suggests what it believes to be the fastest route, not the shortest (unless you set it that way, but default is fastest.)

Waze does the best it can with the traffic data it's given, but sometimes it will suggest an unexpected or undesired route instead of the simplest or shortest because it believes there's traffic to avoid and/or that the suggested route would be faster.

Simply continue to drive using Waze (you can ignore the suggested route or take it, that's up to you, Waze is happy to quickly recalculate if you drive off its suggested path) and either way it will continue to get data to use to make smarter decisions in the future.

(If you have the time and inclination, try driving /both/ your preferred way and Waze's suggested way a few times each; this should give Waze enough data to compare the two options and pick the one that's truly faster. If not, then simply driving one of these paths is still adding data for Waze.)

I'm sorry that the route given was not to your liking this time, but the map appears to have the correct structure in this area. If you still wish to pass on your feedback about the route that was suggested, please report the issue on the Navigation & Routing forum ( viewforum.php?f=6 ). If you have any errors to report about the structure of the map however, feel free to open another report!

Thanks for using Waze and we hope your drives are always pleasant!
I'm going to sleep now but I'll read the rest of this thread when I have time this weekend, before I do any more Wazing. =D
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Post by Thortok2000
Okay I stayed up and read the thread. Some opinions:

1 - I'm pretty sure the app provides the location of the report for you, so putting it in your response is repeating information. Granted I don't think it does a very good job, so perhaps this information is best repeated until Waze improves it.

2 - Saying you're missing information is kind of pointless. Instead, ask for what you need. Then, the fact that you're missing it is implied (and again mentioned by the app as a wrapper for your comment). If it's a blank UR, then a simple 'what is this UR about' question is fine. Something along the lines of "What seems to be the problem?" or something.

3 - If your response is TOO short, throwing in a polite introduction is fine. "Hi! Volunteer map editor here. I saw your report about X, what seems to be the problem?" This would be a little better than a flat-out "What seems to be the problem?" opener.

4 - I've tried the whole "will close in X days" (and that's assuming you're going to be Wazing that exact day to close it). I've even tried the '2nd warning' as well. Too much work. If they don't reply in 7 days, just close it. (I do send a 'reason this is being closed' message right before closing it, though, so they know for next time.)

5 - I don't care how old the report is, I mark the 7 days from the first non-reporter comment after the last reporter comment. As soon as it hits day 8, it's eligible to be closed, imo, unless there is specific phrasing of a request of "please do not close this UR."

6 - I do think wordy is bad. The only reason I have that 'monster' response is because I close the ticket right after. They can read it at their leisure. It's not meant to be read and then replied to. I might add a first line of "Thanks for your report, but I'll be closing this as not identified. Please read on to understand why."
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Post by Thortok2000
txemt wrote:
Thortok2000 wrote:Okay I stayed up and read the thread. Some opinions:

1 - I'm pretty sure the app provides the location of the report for you, so putting it in your response is repeating information. Granted I don't think it does a very good job, so perhaps this information is best repeated until Waze improves it.
Not 100% all the time
Which is why it doesn't do a very good job and is "best repeated." =P
Thortok2000 wrote:2 - Saying you're missing information is kind of pointless. Instead, ask for what you need. Then, the fact that you're missing it is implied (and again mentioned by the app as a wrapper for your comment). If it's a blank UR, then a simple 'what is this UR about' question is fine. Something along the lines of "What seems to be the problem?" or something.
Why? A blank UR is missing information. We're not mind readers.
"I need information." "We're missing information." "Would you please tell me X?" Same thing, said three different ways. It's a tone thing. Politely asking for information, versus "You didn't do the report right" tone of voice.

The fact that you're asking for it implies you don't have it. You can skip stuff like "Would you please tell me X because it's not included in your report" because you're basically repeating yourself. If they ask something like "why do you need to know?" then you can educate the user about it not being included in the report, but most of the time that's a waste of time and doesn't get the issue resolved any faster.

I agree that from our point of view it's six of one, half a dozen of the other. So no reason not to choose the most 'pleasant' form. That's all I'm saying. Stuff like this was common in the customer service job I used to have.
Thortok2000 wrote: 3 - If your response is TOO short, throwing in a polite introduction is fine. "Hi! Volunteer map editor here. I saw your report about X, what seems to be the problem?" This would be a little better than a flat-out "What seems to be the problem?" opener.
Eh
Meh
Thortok2000 wrote:4 - I've tried the whole "will close in X days" (and that's assuming you're going to be Wazing that exact day to close it). I've even tried the '2nd warning' as well. Too much work. If they don't reply in 7 days, just close it. (I do send a 'reason this is being closed' message right before closing it, though, so they know for next time.)
Why do we give warnings for 7 days? I know an editor that does that and it drives me up the wall. I typically close it out in 7 days from the report if no response is given from the first time someone asks about the issue
See, this is a case of you agreeing with me, but somehow giving off the tone that you don't agree with me. Maybe I wasn't clear?
Thortok2000 wrote:5 - I don't care how old the report is, I mark the 7 days from the first non-reporter comment after the last reporter comment. As soon as it hits day 8, it's eligible to be closed, imo, unless there is specific phrasing of a request of "please do not close this UR."
See above
See above.
Thortok2000 wrote:6 - I do think wordy is bad. The only reason I have that 'monster' response is because I close the ticket right after. They can read it at their leisure. It's not meant to be read and then replied to. I might add a first line of "Thanks for your report, but I'll be closing this as not identified. Please read on to understand why."
I close out URs that are older than 7 days with a
Closed due to inactivity
comment to let the original poster, as well as the editor know that this report has been closed. Tough if no one responded, or if the driver didn't respond in quick enough time.

There are too many URs left open throughout the country to be sitting there begging for a driver to respond.
If the report is 30 days old but an editor finally commented on it, I will wait the 7 days for a response from the time the editor commented and not from the original date of the report. That was the key distinction I was making. I don't care if the report's half a day old, 7 days old, or 500 days old, giving 7 days to reply to an editor is common courtesy and is the standard from what I understand.

Similarly, if there's been a few replies from the reporter but the last comment is from an editor, then I still count 7 days from the first comment from an editor after the last comment from the reporter.

And I always throw in the "Just make another report if you need" in my "I'm closing this because it's inactive" message as a way of indicating that if the information does ever get provided we're still willing to fix whatever the issue was.
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Post by Thortok2000
Passing on the message that we're not Waze, meh, I don't see a problem with it, but I don't see it as necessary either.

When I get a UR, all I really care about, is resolving the UR. Fixing the map. Moving on. I'm not trying to recruit another map editor.

The only reason I spend so much time educating about the 'routed wrong way' issue is so they don't make more unnecessary UR's.
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Post by Thortok2000
A trick I used with canned responses. I have a .txt file saved with them all in it. I copy-paste out of that. So they really are pretty 'canned.'

I do the same thing in video games and people think I'm a bot because I 'type so fast', lol. But you get to the point where you're tired of typing the same thing over and over.

I'll be including locations in first responses from now on.
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Post by Thortok2000
If I understand correctly, which it's quite likely I don't, but I thought if you closed it as not identified they don't get points and they only get points if you close it as solved?
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