The global Wiki page on Update Requests contains an extensive description of all aspects of the Update Request. This page describes the BeNeLux approach.
Update requests (UR) are submitted by app users to report issues with the routing or the map. An icon with the small Waze icon is added to the editing map in the Update Requests layer. The reporters name is not displayed. Clicking on the UR icon a panel with the UR details is displayed. The UR is of a certain type, has a date time displayed. Sometimes the Waze provided route and/or the User drive are available plus some words from the reporter.
The conversation start with your first response, often asking for information. When the reporter doesn't react a friendly reminder should be send. After two reminders the UR can be closed with Mark as not identified. In case the reporter replies on your response the problem might be solved. Perhaps an explanation is sufficient, sometimes the map should be corrected. If the problem is fixed the UR can be closed with Mark as closed.
- Thank user for reporting the issue.
- Give streetname/area so the reporter knows about the location (could make a difference in case of multiple reports on that day by this reporter).
- If your reply is not on the date of the UR itself give an indication of the day and time.
- Ask for more information necessary to solve this UR.
- Indicate that they cannot answer directly by email because of the firstname.lastname@example.org address used. You could include an email address of your own allowing the reporter to answer by email replacing the email@example.com address with yours.
- Sign off with your name.
- First reply > First reminder after 3 days > Optional second reminder 3 days later > Mark as Not identified 3 days later.
- React on reporter's answers until a conclusion is reached > Mark as Solved 3 days later to give the reporter the opportunity to give a last reaction.
When you respond to user reports, you are interacting with the original reporter, and you may also be interacting with other Waze editors who respond to the same request. The first responding editor has no absolute ownership of the problem solution. Other editors should not step in, other than to send a next reminder to the reporter, or unless they think the owner needs help (whether the owner realizes it or not), or the first reporting editor has abandoned/lost track of the report over time.
- Always react friendly, helpful.
- Don't use jargon
- Keep your reactions short and to the point.