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Difference between revisions of "Idaho/Community/Main"

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(Community/Main: Consolidation of UR Guidance)
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[https://hangouts.google.com/group/sCVYuqSuG0R0xMxn1 Join {{RootPage2}} GHO]
 
[https://hangouts.google.com/group/sCVYuqSuG0R0xMxn1 Join {{RootPage2}} GHO]
  
There is also a Northwest Region GHO, which has a similar mission but serves Alaska, Idaho, Montana, Oregon, Washington, and Wyoming so there are many more editors in there who can assist. Most of the northwest's State Managers have area management over {{RootPage2}}, so you can more quickly get help by joining these channels.
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There is also a Northwest Region GHO, which has a similar mission but serves Alaska, Idaho, Montana, Oregon, Washington, and Wyoming so there are many more editors in there who can assist. Most of the northwest's State Managers have area management over {{RootPage2}}, so you can more quickly get help by joining this channel.
  
 
[https://hangouts.google.com/group/LuufQQzA4plHLCFH3 Join Northwest Region GHO]
 
[https://hangouts.google.com/group/LuufQQzA4plHLCFH3 Join Northwest Region GHO]
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==== Slack ====
 
==== Slack ====
 
We also have a Slack channel for the northwest region in the Waze USA team that you are [http://bit.ly/Waze_USA_SlackInvite welcome to join].
 
We also have a Slack channel for the northwest region in the Waze USA team that you are [http://bit.ly/Waze_USA_SlackInvite welcome to join].
 
  
 
===Visibility===
 
===Visibility===
'''While editing in Idaho, editors must not use Invisible mode.''' Editors are not required to socialize in chat, but are expected to respond to inquiries about their edits if questions about them arise. If you decide to minimize chat, please consider using the [https://wiki.waze.com/wiki/Scripts/WME_Chat_addon WME Chat Addon] so that you can be "pinged" if somebody needs to talk to you.
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'''While editing in {{RootPage2}}, editors must not use Invisible mode.''' Editors are not required to socialize in chat, but are expected to respond to inquiries about their edits if questions about them arise. If you decide to minimize chat, please consider using the [https://wiki.waze.com/wiki/Scripts/WME_Chat_addon WME Chat Addon] so that you can be "pinged" if somebody needs to talk to you.
  
 
===Coaching===
 
===Coaching===
All editors of Idaho need to be willing and able to accept coaching from any area/state/regional management, as well as peers and outside area management, and then use that coaching to make appropriate corrections. We maintain a strong community by being on the same page with how the mapping should be done. The goal in coaching is to help you improve the experience that Wazers will have when using the app. It is not meant to criticize the way you have gone about a solution, but rather refine it to exceed the needs of our Wazers and to meet the standards set for the map.
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All editors of {{RootPage2}} need to be willing and able to accept coaching from any area/state/regional management, as well as peers and outside area management, and then use that coaching to make appropriate corrections. We maintain a strong community by being on the same page with how the mapping should be done. The goal in coaching is to help you improve the experience that Wazers will have when using the app. It is not meant to criticize the way you have gone about a solution, but rather refine it to exceed the needs of our Wazers and to meet the standards set for the map.
  
 
You may receive inquiries by Personal Message (PM) if you aren't able to be reached in WME Chat, GHO, or Slack. Please respond ASAP to any messages you receive (the expectation is a response within 48 hours under most circumstances).  
 
You may receive inquiries by Personal Message (PM) if you aren't able to be reached in WME Chat, GHO, or Slack. Please respond ASAP to any messages you receive (the expectation is a response within 48 hours under most circumstances).  
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Editors that do not respond to inquiries about their edits, choose not to make appropriate corrections after being coached, and/or cause deliberate damage to the map, etc., may, depending on severity, receive consequences including but not limited to: mandatory formal mentoring, temporary suspension of editing privileges, and permanent loss of editing privileges.
 
Editors that do not respond to inquiries about their edits, choose not to make appropriate corrections after being coached, and/or cause deliberate damage to the map, etc., may, depending on severity, receive consequences including but not limited to: mandatory formal mentoring, temporary suspension of editing privileges, and permanent loss of editing privileges.
  
== Update Requests ==
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=== Update Requests ===
 
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We are the face of Waze to the majority of Wazers and we want to be sure our Wazers are getting the best experience they can. Sometimes things don't go well while Wazing and Update Requests (URs) are submitted to bring those issues to our attention.  
''THE FOLLOWING GUIDANCE IS A PENDING DRAFT AND IS STILL AWAITING FINALIZATION FROM STATE AND REGIONAL MANAGEMENT''
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An Update Request (UR) is a Map Issue reported by a user from the Waze client app. It is also a layer in the Map Editor. For more information on Update Requests, please refer to the [[Update Requests in Waze Map Editor|Update Request Wiki Page]] This guidance is not a rule, but a recommendation and in some cases, Update Requests will need to be left open longer than the seven day timeframe.
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In Idaho, we have "adopted" at 0/6/7 system for response to Update Requests. 0/6/7 is the short way of explaining the following.
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=== Day 0 ===
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At the earliest possible convenience for an editor, an editor should investigate the available resources shown from the data provided by Waze and other legal sources.(GPS Trace, Route, Location and GIS Maps) to determine if a valid error occurred and attempt to Solve the report if possible. If an error is not obvious, then the editor should comment on the UR seeking such information. This comment begins the 7 day waiting period.
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The information in the original comment should contain:
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*Approximate Location
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*7 Day Comment Period
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*Reply using Waze Inbox, not email.
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*Editor Name (Optional)
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*Editor Rank (Optional)
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Example:
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"Hello! Thanks for your report from X St and Y Ave. Unfortunately, no other details came through with your report. Please let us know any details that will help us identify and resolve the problem and we'll be glad to get this resolved for you!
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Please reply within 7 days using the Inbox within the Waze app (do not reply to the e-mail itself). Thanks! "
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-EditorName
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Volunteer Map Editor
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=== Day 6 ===
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Once the sixth day since the original comment, and there is no other comment from the reporter, the editor should politely remind the reporter that they only have 24 hours to comment on the report before it will be closed.
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"Hello! Sorry to bother you again. I have not received a response regarding your report. In order to investigate your report, I need further information. Please respond within 24 hours or your report will be closed as "not identified". Thanks! "
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-EditorName
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Volunteer Map Editor
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The general guidance to working URs in {{RootPage2}} is the same as the [[Update_Requests_in_Waze_Map_Editor|national guidance]]. We really emphasize that editors answering URs need to have strong people skills and a solid knowledge of Waze map editing so the issue can be successfully and promptly resolved in one report. If the issue becomes something above your ability (e.g. skills and/or rank), or the Wazer becomes unprofessional, please bring it to the attention of an [[{{RootPage2}}#Area Managers|area or state manager]].
  
 +
The keys to success and basic flow of processing URs in {{RootPage2}} include:
 +
* Promptly working the UR after it is reported
 +
* Doing your best to identify/fix the problem before making contact with the reporter
 +
* Cordially asking for more info if needed, requesting response within 7 days.
 +
** Remind that replies by e-mail are not received; suggest using the Waze app Inbox
 +
* Providing a reminder AT LEAST 24 hours before the close of that window
 +
** All requests for more info must allow AT LEAST 7 days to respond. All responses by the reporter restarts the 7 days.
 +
** When unable to provide a reminder within the 7 day window, the Wazer must still receive a 24-hour notice before closing their report.
 +
* If no replies are received, close the report as "not identified" and send another message reminding the user that they're welcome to submit the report again if they still have an issue but that we may need more detail from them in order to find and resolve their issue.
  
=== Day 7 ===
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Wazers often respond better to personal messages and empathy. Please consider using friendlier comments than the canned messaging available in various scripts/wikis. Show that you understand their frustration and/or apologize for the bad experience where appropriate. This increases the satisfaction that Wazers in {{RootPage2}} will have.
URs may be closed due to lack of reporter response, provided at least 24 hours have elapsed since the Day 6 Reminder Message (Day 7 since original comment)
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"As we were not provided the requested information, we are unable to continue investigating this issue and are closing the report. Feel free to report map issues as you travel, but please understand that most issues require additional detail to investigate and resolve. Thanks!"
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Please be sure to identify yourself as a volunteer, and if you have management area in {{RootPage2}}, feel free to use a "signature" if you wish, for example:
  
A UR which is closed due to inactivity should be closed as "Not Identified."
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''--SkyviewGuru''<br>
A UR which is closed with a change to the map in any way, should be closed as "Solved."
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''Volunteer, {{RootPage2}} State Manager''
  
 
<!---- DO NOT MODIFY BELOW ------ DO NOT MODIFY BELOW ------ DO NOT MODIFY BELOW ----
 
<!---- DO NOT MODIFY BELOW ------ DO NOT MODIFY BELOW ------ DO NOT MODIFY BELOW ----

Revision as of 04:14, 10 January 2017



Communications

In Idaho, we use Google Hangouts (GHO) and Slack to facilitate communications and community.

Google Hangout (Chat)

Idaho has a Google Hangout (GHO) for the state, which is used to chat with local editors and area/state/regional management. If you're a new/existing editor in Idaho or even if you're just visiting and want to relay information to local editors you can do so by clicking the link below to jump into the group.

Join Idaho GHO

There is also a Northwest Region GHO, which has a similar mission but serves Alaska, Idaho, Montana, Oregon, Washington, and Wyoming so there are many more editors in there who can assist. Most of the northwest's State Managers have area management over Idaho, so you can more quickly get help by joining this channel.

Join Northwest Region GHO

Google Hangouts is a free app available on Android and iOS devices. You also can use an extension in the Chrome Web Browser to access this chat. Go to google.com/+/learnmore/hangouts for more information.

Slack

We also have a Slack channel for the northwest region in the Waze USA team that you are welcome to join.

Visibility

While editing in Idaho, editors must not use Invisible mode. Editors are not required to socialize in chat, but are expected to respond to inquiries about their edits if questions about them arise. If you decide to minimize chat, please consider using the WME Chat Addon so that you can be "pinged" if somebody needs to talk to you.

Coaching

All editors of Idaho need to be willing and able to accept coaching from any area/state/regional management, as well as peers and outside area management, and then use that coaching to make appropriate corrections. We maintain a strong community by being on the same page with how the mapping should be done. The goal in coaching is to help you improve the experience that Wazers will have when using the app. It is not meant to criticize the way you have gone about a solution, but rather refine it to exceed the needs of our Wazers and to meet the standards set for the map.

You may receive inquiries by Personal Message (PM) if you aren't able to be reached in WME Chat, GHO, or Slack. Please respond ASAP to any messages you receive (the expectation is a response within 48 hours under most circumstances).

Disciplinary Action

Editors that do not respond to inquiries about their edits, choose not to make appropriate corrections after being coached, and/or cause deliberate damage to the map, etc., may, depending on severity, receive consequences including but not limited to: mandatory formal mentoring, temporary suspension of editing privileges, and permanent loss of editing privileges.

Update Requests

We are the face of Waze to the majority of Wazers and we want to be sure our Wazers are getting the best experience they can. Sometimes things don't go well while Wazing and Update Requests (URs) are submitted to bring those issues to our attention.

The general guidance to working URs in Idaho is the same as the national guidance. We really emphasize that editors answering URs need to have strong people skills and a solid knowledge of Waze map editing so the issue can be successfully and promptly resolved in one report. If the issue becomes something above your ability (e.g. skills and/or rank), or the Wazer becomes unprofessional, please bring it to the attention of an area or state manager.

The keys to success and basic flow of processing URs in Idaho include:

  • Promptly working the UR after it is reported
  • Doing your best to identify/fix the problem before making contact with the reporter
  • Cordially asking for more info if needed, requesting response within 7 days.
    • Remind that replies by e-mail are not received; suggest using the Waze app Inbox
  • Providing a reminder AT LEAST 24 hours before the close of that window
    • All requests for more info must allow AT LEAST 7 days to respond. All responses by the reporter restarts the 7 days.
    • When unable to provide a reminder within the 7 day window, the Wazer must still receive a 24-hour notice before closing their report.
  • If no replies are received, close the report as "not identified" and send another message reminding the user that they're welcome to submit the report again if they still have an issue but that we may need more detail from them in order to find and resolve their issue.

Wazers often respond better to personal messages and empathy. Please consider using friendlier comments than the canned messaging available in various scripts/wikis. Show that you understand their frustration and/or apologize for the bad experience where appropriate. This increases the satisfaction that Wazers in Idaho will have.

Please be sure to identify yourself as a volunteer, and if you have management area in Idaho, feel free to use a "signature" if you wish, for example:

--SkyviewGuru
Volunteer, Idaho State Manager