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Hopefully by now, most of you have heard or read, 'Quality Over Quantity". Most editors understand what that means, but for some reason it is quickly dismissed when processing URs!
Corporate America has done significant research and determined that most customers will not bother to complain, they simply go somewhere else. Modern society expects
instant gratification and insists on perfection, even from a 'free' app like Waze . There are so many alternatives available for GPS, that we must take extra care that we not leave any user dissatisfied with Waze, or the data that we as editors manage in WME.
So now consider that some user of the Waze app, had something not function as they expected, and that they bothered to submit a UR. That UR is possibly the one and only chance, we as editors, have to make the Waze experience better for that user.
Poorly handled URs likely
will result in disengaged users that uninstall Waze. Lower user counts likely decrease sales of in app Ads. Those Ads are what pay the expenses to keep the app free.
Less users, lead to less ads, which leads to less need for editors!
== Scenarios To Consider ==
#Assumptions: Many editors
are have been taught to make educated guesses about URs and simply close them. However, consider this could result in incorrect assumptions about the actual issue, resulting in a confusing experience for the user. Imagine a user submits a UR about a newly constructed housing tract they live in. They send a 'General' UR type with no additional information as they pull out for work in the morning. An editor then finds the UR, and notices something odd in name of the main road in WME, fixes that and closes the UR with a comment about 'road renamed'. The user now wonders if Waze staff is incompetent [many think staff does the editing, not volunteers], and the street is still missing. Even worse is the editor that simply closes that UR with out a comment, leaving the issue unresolved and likely an angry user. Avoid 'educated guesses' and assumptions. ASK FOR MORE INFO!#Age of URs: Many editors have personal opinions on how old it to old, meaning it is simply a waste of time to send requests for info to any UR that is XX days old. There were URs discovered in remote areas of NYS that were 3+ years old. Each UR was sent the standard request for additional information. Many were not responded to, and were eventually closed as "Not Identified". However, there were also several dozen that DID respond, and provided enough information to help fix major issues with the current map data. This included adding an entire housing tract, including street names and house numbers!
#Reminders: Many editors consider 'Reminders' another waste of time. Let us consider how busy each of us are, and how often we have to reschedule tasks, or simple forgot to do something. Why should do we think Waze users are any different. We all need a reminder from time to time. Leaving a UR on the map for another week does no harm. It can end up being very useful if the user responds to the reminder, and provides information that helps resolve an issue with map data.
This is an expansion on the Reminder comments above, but it deserves its own explanation. Many people that own GPS devices often only use them when they are going on a special trip or to a new destination. Many of them do NOT use the GPS to navigate to/ from home/ work, because they feel they 'already know how to get there'. So a parent taking the kids to the 'away game' may use the GPS to get to the sporting event. Family outings to a park or camp grounds over the weekend. Special events like NASCAR races and NFL games are not usually something we do every week and 'know how to get there'. So a user opens Waze of Saturday morning, has an issue on the way to the 'event' and sends a UR, and then later Saturday night closes Waze. Sunday or Monday an editor finds the UR and requests more info, and then 3 or 4 days later, closes it since they did not get a reply. Even if you waited as long as 7 days, but did not send a reminder, there is still a significant chance you will close the UR before the user ever opens Waze again. This leads back to the disengaged user mentioned above.
== Processing URs ==