Any editor can research and reply to an Update Request. Rank 1 editors will need to work with a more senior editor to review and close a UR.
The main objective is to resolve legitimate map issues -- not just to close URs. Be sure to take time to understand the issue, and ensure that the reporter has time to respond. URs may be left open longer if needed to properly resolve the issue.
To improve your chances of getting helpful replies to your UR comments, use specific, personalized comments such as Last Tuesday at 5PM, Waze instructed you to turn right on W 40th Street, but you continued straight on 8th Avenue. What was wrong?. Avoid using generic generated comments, and be very cautious of any scripts which have options to automate your comments. Using automatically generated responses can be used, but it's strongly recommended not to use the auto fill/auto send feature, as these show no involvement in trying to investigate and identify the problem.
It helps to let the reporter know they need to reply in the app, that email responses will not reach us.
New York generally follows national guidance with these exceptions:
- No editor "owns" a UR, we work as a team to investigate and resolve issues. However, if it is clear an editor is actively working on an issue with the reporter, etiquette dictates that you contact them before stepping in and resolving it.
- A reminder should be sent to the UR reporter if no response is received after the initial inquiry. A timeline of events follows.
- Day 1: Use aerial view, street view, and the information in the UR to try to solve the UR. If you can fix the problem, do so, and thank the reporter for their help. If not enough information is available and you cannot identify the problem, respond to the UR asking for more information.
- Day 3: If you haven't received a response from the reporter and you still cannot identify the problem send a reminder message for more information.
- Day 7: If you still haven't received a reply from the report, and you still cannot identify the problem, you may close the UR as not identified, leaving a message indicating that we did not have enough information to identify the problem. In this final message you may include our email address: WazeNewYork@gmail.com, asking them to put your editor username in the subject line so emails can be auto forwarded to you.
- You are not required to use this email address if you don't wish to. However if you do use it, it is strongly recommended you register here: Waze NOR Email Subscription
- Jan 10, Initial request for more information sent by an editor
- Jan 13, no respond to initial inquiry, reminder sent
- Jan 17, no respond to reminder, problem closed "Not Identified"
Closing a UR as Not Identified
- If there is a cluster of URs and you can not figure out the root of the problem, consider leaving the URs open a little longer to see if another UR comes along to provide more information. This may allow you to solve them all or leave a map comment to track.
- Fix another issue in the area. While you may not have solved this issue, make sure we are always improving the map. A good practice is to make at least one improvement in the area (fix/add info to a place, update house numbers, add missing speed limits, etc) when marking a UR as Not Identified - this will help future proof the area.
- Special consideration should be given to URs that have comments, a problem identified, or reasonable Waze routes and/or user traces. In these cases, clusters can potentially form with similar information and the issue can be solved using deductive reasoning. In these cases it's always wise to consult with a state manger for guidance on closing the UR.
- Last but certainly not least, when in doubt, ask for a second opinion. A second set of eyes may help you identify an issue you missed.