The naming of One-Off reports causes some confusion as it creates the idea they are to be used for an issue which is only a one-off whereas the more significant distinction is in the way communication is carried out with the operators (direct email) and other FixMyTransport users (only see updates and not the correspondence). This distinction is important for working with operators as some are insisting on direct communication, so can do this via One-off reports but not via campaigns.
I think a clearer phrase would be 'Individual Reports' as it suggests both the original idea of these being suitable for reporting individual issues, but also gives a second suggestion that they allow an individual to communicate with an operator.
The naming of One-Off reports causes some confusion as it creates the idea they are to be used for an issue which is only a one-off whereas the more significant distinction is in the way communication is carried out with the operators (direct email) and other FixMyTransport users (only see updates and not the correspondence). This distinction is important for working with operators as some are insisting on direct communication, so can do this via One-off reports but not via campaigns.
I think a clearer phrase would be 'Individual Reports' as it suggests both the original idea of these being suitable for reporting individual issues, but also gives a second suggestion that they allow an individual to communicate with an operator.