Update request/en

Update Requests

The global Wiki page on Update Requests contains an extensive description of all aspects of the Update Request. This page describes the Dutch 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 displayed settings - user preferences - of the app are additional information that can be used when answering the UR.

AAOS and Carplay users can't enter text in their UR. AAOS displays "Reported from AAOS".

Edit requests can be accessed from the editor screen via the icon on the left of the screen. The selection shown can be edited. For more information, see the Issue tracker page.

Conversation
The conversation starts with your first response: usually asking for information. If the reporter does not respond, a friendly reminder should be sent. Possibly a second reminder. After this, the UR can be closed with Mark as unidentified. If the reporter responds to your response, the problem may be solved. An explanation may be sufficient, sometimes the map needs to be corrected. If the problem is solved, the UR can be closed with Mark as solved.

The email that goes to the reporter already contains the following by default: You can reply via the Waze app or [link] in the Waze Map Editor. It is not possible to reply to this email, this is a no-reply address. If you have any other questions about Waze or would like to discuss this issue further, please join our Slack channel.

First response:

• Thank the user for reporting the issue.
• Provide the street name/neighborhood so the reporter knows where they reported the issue. (This can make a difference if there are multiple reports that day by the same reporter.)
• Provide the day and time if your response is not on the day of the UR.
• Request more information needed to resolve this UR.
• Sign with your name and an optional email address.

Procedure

• First response > First reminder after 3 days > Optionally a second reminder 3 days later > Mark as Not Identified 3 days later.
• Respond to the reporter's answers until a conclusion is reached > Mark as resolved 3 days later to give the reporter the opportunity to make a final response.

Etiquette
A UR dialogue is generally conducted by two participants: the reporter and the responder. A third party may only intervene in the dialogue to provide urgent assistance or when the time limits have been exceeded. Assistance should be provided outside the UR dialogue as much as possible: use an open channel in Slack.

• Always respond in a friendly, helpful manner.
• Do not use jargon
• Keep your responses short and to the point.

Example Turn not allowed

The report indicates “Turn not allowed”.

Looking at the green line (=GPS track driven by user in reality), a turn was made at the end of the road where the purple line (Waze route) starts.

If there are no obvious reason’s to be found (like red Turn Restrictions, or unconnected roads) you will have to investigate further and probably need the help of the user. In this case the reason is unclear so we will try to get in contact with the reporter using the Conversation Box asking for more information.

Thanks for your report on the Noorddijk, Rockanje! Waze did not send us enough information to fix your request. Would you please let us know what went wrong? Your route indicates that you had to turn around. What was your destination?

Best regards, <name> (username <wazeusername>, email enter.your@email.nl )

Depending on a response (and information given) it could mean that several messages goes back and forth until reason (and solution) is clear.

Example Address unknown

The report indicates “Incorrect address”: Wolwevershaven 19 Dordrecht.

The report is made on the junction Vlak and Nieuwe Haven. The Wolwevershaven is northwest of the water. Bij Checking the address, house number is halfway the quay, approximately 200 meter further.

After checking the address on the Waze map and in the land register (BAG) the location of the house number in Waze proves to be right. So the report proves to be incorrect.

Example Conversation:

Thanks for your report on the junction Nieuwe Haven, Roobrug and Vlak in Dordrecht! You wrote "Wolwevershaven 19 bevindt zich op deze locatie ", but your report is made on before address Vlak 11. The address you mentioned is about 200 meter further. Would you please let us know why you thought the address was incorrect? What was your destination?

Best regards, <name> (username <waze username>, email enter.your@email.nl )

Tools

• WME Feed
• WME script WME URComments-Enhanced
• WME extension WME UROverview Plus
• UR overview page

Remarks

• Open URs with a last response date more than one year old will be automatically removed from the map.
• If the UR has no comments, the UR will be deleted one year after the creation date.
• Closed URs will be removed from the map after 40 days.
• See also Update requests on Freeways

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