Google Places: Reputation Management

Most small businesses live in dread of the day when a competitor drops a nasty review on their Places page. Imagine waking up one day and finding 58 of them. That’s what happened to the Place Page for Moishe’s Moving Systems in NYC. For several days in early July they were finding one 1 star review after another showing up on their Places page. Imagine their sense of futility as they hit the “flag as inappropriate” link over and over again.

A quick call to their competitors across town indicated the same was happening to them. Not just the same pattern but the very same reviews, same bad English, same mispellings, often not even getting the company name correct.

A search in Maps on the phrase “It really hurt me and I highly recommend that NOBODY DO BUSSINESS WITH THIS COMPANY>>>>>> and by the way all the locations they advertise with are 100% fake” surfaced the very same reviews on over 100 moving companies country wide from Miami to LA.

It seems that in this scam, hundreds of moving companies across the U.S. not only ALL received the exact same bad reviews but many then soon received unsolicited proposals to “remove malicious, old, slanderous, unfounded, and internet defamation ratings”.

 

The internet has spawned a whole new generation of reputation management firms that help make sure that the front page of Google does not have bad things prominently displayed about your company. With the growing importance of reviews and the impact that they have had on businesses a number of companies jumped into the “positive review” only game to be sure that your Places page showed only glowingly satisifed reviews.

But apparently, the review reputation management business has taken on a new, more sinister twist of late. It appears that unscrupulous “reputation management” firms are now not only offering to place postive reviews on your Places page and help take down negative reviews, they are actually creating the negative reviews in the first place. Now that’s a business model! Have you seen this practice in other industries?

Google has indicated that they are in the process of removing the reviews. That being said it does highlight the structural problems caused by a still immature review spam algo AND the frustrating process for an SMB to request that a review be removed via the “flag as inappropriate” link. This problem is much like the issues that they confront with bugs in the Places Dashboard process.

It is likely that this obnoxious review spam will be taken down, it is also likely that the spam review filter algo will improve over time.

The current automated flagging system however is inadequate to handle the situation until such time as the algo improves. The flag, like many Google complaint processes, is likely just feedback to their machine learning system. It rarely if ever leads to an immediate takedown. Google consistently prioritizes their needs and the assumed needs of reviewers in this process. It certainly provides NO feedback to the affected merchant as to what if anything Google will do about the problem review.

As demonstrated once again by the review snafu last week, when numerous revews were lost, reviews are an very much a flash point for most business users of Places. The lack of quick public response on Google’s part demonstrated either an incredible lack of staff, an incredible lack of sensitivity or perhaps just an on-going tin ear to the needs of their small business clients vis a vis reviews.

Until such time as the algo is significantly improved and problems like extortion spam can be greatly minimized in an automated fashion Google needs to create a process that comes down in favor of the SMB reporting the problem. Perhaps one that hides the egregious reviews pending a human review process that actually includes timely communication. Once the algo has been refined they could then think about a cut back to the human intervention.

But with Google’s growing portfolio of Local Commerce products they will find a very chilly reception indeed on Main Street until they do a better job of handling reviews.

Updates to Bing Map Road Style

http://mapsys.info/wp-content/uploads/2011/07/2171b6b7cedafter.jpg.jpg

If you have looked at a Bing map in the last 24 hours you might have noticed a few new things about our road map style.  So what did we change?  Simply put, we made things easier to see.

Based on many phases of usability testing we’ve made dozens of changes to improve our base road map style. The result is a new style designed to communicate more important information at a glance. We have just finished rolling out our English version of this new style, and you will see French, Flemish, German, Italian, and Spanish rolling out over the next week or so.

Key changes include:

  1. Primary roadways are denoted in a more distinct color
  2. One way streets are more clearly marked
  3. Road shields are more visible
  4. Text labels are easier to read
  5. Traffic overlays are clearer and more defined
  6. Lots of other details to improve map readability

 

As the saying goes, pictures are worth thousands of word so we’ve put together a 9 page guide to what’s new to go deep on all the changes. 

Google Map Maker in Pakistan

The month of June proved fruitful for mapping enthusiasts, tech buffs, and entrepreneurs throughout Pakistan as they gathered for a series of Google MapUps organized at universities in three major cities: Islamabad, Lahore and Karachi.

Led by Google Pakistan Country Consultant, Badar Khushnood and a trio of Pakistan’s Map Maker Advocates—Faraz Ahmad, Jabran Rafique and Omer Sheikh—the three events welcomed a total of 150 participants to learn the ins and outs of Google Map Maker. The intent of the MapUps was to guide new users through the process of mapping their cities and neighborhoods while stressing the importance of having a complete map of Pakistan available online.
Recent mapping efforts in Pakistan have been predominantly aligned with relief efforts following Pakistan’s 2010 floods and landslides, as demonstrated by Omer, Jabran and Faraz. Dr. Sayeed Ghani spoke at the Karachi MapUp about Sindh Flood Maps, his community-based geographic information system (GIS) that implements a Google Maps API to assist in disaster management. Dr. Sohaib Khan, who co-hosted the Lahore MapUp, has also focused on flood relief.

On a basic level, the aim of MapUps is to teach new and aspiring mappers the fundamentals of Map Maker, and to bring them together to map their community. Omer explained that “The idea is to get the participants started in the hope that they will continue mapping in the future.” Badar Khushnood and our Mapping Advocates ultimately highlighted the tools and motivation behind mapping, highlighting it as influential, inspirational, and humanitarian.

Google MapUp, NU-FAST, Islamabad, Pakistan
Learn more about hosting a Google MapUp in your own community, and be sure to visit our Advocates and other passionate and helpful mappers in our Map Your World Community.