shirapashu wrote:Hey Wazers,

Following questions and thoughts that have been raised in the forum, we created a basic description of the coordinators' & Experts' roles.

Please feel free to share your comments and thoughts with us

Reorganization of the Community- What does my role mean?

Coordinator:
The Community-Coordinator acts as the ‘Ambassador’ of the community in front of the Waze team.
His main role is to represent the local community using a direct, personal communication channels to the Waze personnel, first and foremost his ‘Community manager’ representative at the Waze community-team, and also to other people within the Waze organization.
His presence in both local and the global champs communities and forums puts him in a position of awareness to the main issues, concerns and ‘wishes’ of his local community and together with the Waze community manager, he can promote initiatives and find solutions to high level or unsolved issues.
The Waze team should use its direct connection to the coordinator to discuss relevant community issues, to follow-up on issues previously raised and to proactively convey relevant information which should be carried on to the local community by the coordinators - using their local language, means and methods.

The coordinator will be part of both the global and local champs' groups, and will be in a direct, ongoing contact with the Waze team - through the assigned community-manager.
Coordinators will act as moderators of the relevant Local-Champs forum.

Together with the community manager at Waze HQ, the coordinator will help promote initiatives and issues that are important for the local community he represents
The coordinator should contact the relevant Waze community manager directly, regarding any issue that requires Waze's intervention. The coordinator should advise for the Waze community manager regarding the urgency, the severity and the expected response-time for the reported matter. The coordinator and the community manager should discuss and finalize those details together, whereas the Waze community manager will be responsible to further handle the case within the Waze organization.

The coordinator should be subscribed to the various information and knowledge sources provided by Waze: Forums, status-pages, blog and Social-Media channels. They should be aware of company news, product announcements, new versions etc.

Coordinator should be involved in the setup of local and regional users-meetups.

Experts - General roles and responsibilities:

The experts should act as the ‘top-authority’ for anything related to their expertise.
The experts will be part of the global experts group, and will work closely with the community representative at the Waze community-team, and also with other people within the Waze organization.
Waze will share with the group of experts all sorts of professional information, knowledge and future plans which is relevant for their area of expertise. The experts will be responsible to ‘carry and deliver’ the relevant information to the local community.
The experts should use a bi-directional communication channels with the Waze team - for both urgent and ongoing issues

More details:
Forum moderators: Experts will act as moderators on the relevant forums.
Supporting the local community: Experts should be the ‘guiding hand’ for their community in their area of expertise. They should advise, support, resolve and if needed - escalate those issues which might require a higher level of intervention.
Escalation of issues: Should it be required - the experts should escalate unresolved issues to a discussion on a global-experts forum; and if necessary - they should contact the Waze representative assigned to the subject using any of the available channels (forum discussion, ticket-managing system, email etc)
Wiki management: Experts will have the responsibility to create, maintain and update the relevant information sources such as wiki pages, professional guides and knowledge-base .
Information sharing: Waze team will initiate professional discussions with the experts. Waze will also share with the group of experts some exclusive, confidential information which it will find beneficial for the experts to fulfil their professional role within the community.
Involvement and engagement: Group members should take an active, leading role within their local communities AND the global community. They are expected to be subscribed to the relevant knowledge resources such as status-pages, blog, forum announcements, Social-media channels etc.
Beta testing and release of new versions: The experts will be informed of upcoming versions and should be part of the Beta groups for each area.

Specific expertises:

Localization experts:
In addition to the roles described above, they will also join the “Transifex” system and work directly with the Head of Localization @ Waze (Orit aka orit_y)

Social Media Experts:
In addition to the roles described above, they will maintain the Waze SM pages of their country and will work directly with the Social Manager @ Waze (Daniel aka csigabiga)
Additional social media guidelines will be provided separately.

Editing Experts / WME beta experts:
In addition to the roles described above, will be active in the beta editor and its forum.
They will share their feedback and inform the community manager @ Waze or the editor product manager (Ohad, aka ohad-ron) about all burning issues related to the editor and to editing.
As soon as we’ll implement an issue tracking platform, they will take an active part in it.

Client experts / iOS experts / Android experts:
In addition to the roles described above, will be active in the beta testing group and its forum. They will share their feedback and inform the community manager @ Waze or the QA (Perlin, aka perlin) about all burning issues related to the client, requested features and serious bugs.
As soon as we’ll implement an issue tracking platform, they will take an active part in it.

You can also find it here

Thanks,

Waze team