Google Places: Onsite “Review Stations”

 

Onsite “Review Stations” AOK with Google

Several weeks ago, I attended a Google GetYourBusiness online seminar and I was surprised to hear the speaker strongly encouraging SMBS to install a computer at their places of business to use as a station where clients, immediately upon completing a transaction, could easily leave a review on their Google Place’s page.

Clearly if training, sales and support at Google all say it is OK, then it must be OK to have on site workstations for the purpose of generating reviews. And one can infer from all of this is that the review filter would not block the review based on location (IP) alone.

Implications

Yelp and Tripadvisor long ago put in place bans on reviews generated onsite from the place of business. In the case of Yelp, the reviews get filtered. TripAdvisor goes so far as to flag/punish the business with a Red notice questioning the integrity of the hotel. Avvo will allow the practice by prior approval and an explanation as to the need. Google’s policy is clearly contrary to the industry norms. Allowing and even encouraging the behavior of using a review station is questionable at best.

While there is nothing against practice in the Google Places review guidelines it is a practice that I have discouraged in my consulting and writings.

Firstly it seems coercive. If a customer is in your store, they can’t very easily say no and more importantly, they might not feel free to leave a fully honest or negative review. It is on the business owners turf and it creates an unequal power dynamic that seems contrary to the spirit of fair, honest and useful reviews.

Secondly, the practice of allowing these reviews make abuse by business owners even easier and more likely.

Apparently, Google doesn’t agree with me. For now, at least with Google, you can solicit reviews in your place of business without worry of losing them to the filter if they are otherwise ok.

Your business

Should you gather reviews from a work station on your premises? That depends on a number of factors specific to your business. Despite Google allowing the practice, I am not comfortable with it in many situations. Because of ethical concerns and the obvious, location centric footprint I have never suggested the idea to clients.

There may be reasons why it makes sense for your business. Here are some things to consider:

-Certainly all of the ethical issues are at play and if you do encourage the use of an internal workstation you need to take them into consideration.

-There will still be logistic issues with user accounts and the likely need for the business to provide many users with help.

-I have said it before and I will say it again, DO NOT put all of your review eggs in one basket. This should not be the only way you gather reviews and Google should not be the only site you ask for reviews on. They could easily change their mind on this policy and all of the reviews gathered this way could disappear in a puff of smoke.

Conclusion

I think it an error on the part of Google to encourage reviews be captured in this way. Regardless of whether it is an intentional act on their part or an oversight in their policy, I think it will further degrade the quality of reviews in Google Places and make spamming easier and more likely to occur.

Neither you nor I have the ability to change which way the winds blow. If at the end of the day it makes sense for your business to implement the practice, do so cautiously. Recognize that any benefit may be short lived and the reviews may go more quickly than they came. Most importantly of all, respect the customer and their needs in the transaction.

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Google Maps API v3: Business icons and styling

When visiting an unfamiliar city for the first time, I often pick up a tourist map when I check-in to the hotel. Tourist maps are distinctive because they apply equal emphasis to the landmarks of the city as they do to the street names and intersections. Landmarks can be extremely valuable for navigational purposes, and for this reason we add icons for prominent businesses and points of interest on Google Maps as you zoom in. These business icons can be clicked to view additional information about the business, such as the rating, address, and phone number.

At Google I/O this year we began integrating access to business information into the Maps API v3 with the launch of the places library, which adds Places Search and Autocomplete. As part of our ongoing effort to extend this integration, deliver a detailed and complete map, and offer a consistent user experience between Google Maps and the Maps API, we will shortly be adding these clickable business icons to the Maps API v3 as well.

If your application does not specify a specific version of the Maps API to load these icons will appear on the map by default from early next week, unless you are a Maps API Premier customer. The business icons will be classified with the poi.business Styled Maps feature type. If you would prefer that your Maps API application not include these icons, you can remove them ahead of next week’s release by setting visibility:off on the labels element of poi.business for your map. Maps API Premier customers who would like their maps to include these icons can enable them today by setting visibility:on.

You can preview these icons, and the InfoWindow that is shown when they are clicked, on the map below:

In order to allow you to control visibility of these icons, and other features, across all the default map types, you can also now specify styles for your map in MapOptions. This enables you to selectively restyle roads, labels, and other features on Hybrid and Terrain maps in addition to Road Maps. Note however that the base satellite imagery (for Satellite and Hybrid maps) and base relief imagery (for Terrain maps) cannot be restyled.

For more information on setting map styles across map types, please see our updated Map Styling documentation. The Styled Maps Wizard has also been updated to apply styles across all maptypes. As always, if you need assistance applying styles to your Maps, or have any other Maps API questions, we recommend you post your questions to the Maps API v3 Forum.

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The new Places page and Google’s intentions

Much has been written about what Google left out in the Places upgrade and much speculation has been offered as to the reasons for the change. The specualtion have often made the assumption that the new design was a reactive response on the part of Google.

After looking at a large number of pages, I would suggest that the changes were primarily proactive in a nature and design driven (did I just say design and Google in the same sentence?). To get a sense of Google’s intentions I looked at a number Places pages in a range of industries and states and captured a screen shot of the information above the fold on a typical size screen 1280 x 1024 screen to see exactly which objects and activities had been prioritized. I captured the same Places page on my iPhone for comparison.

We all know of the call to action for additional reviews and uploaded photos those were very obvious. However Google made a number of other decisions in terms of how to prioritize the information. Here is the slide show and I think you will find the choices made interesting and design driven. Click to start the slide show:


While Google may have left some things off in response to complaints about their use of 3rd party reviews, for the most part the changes are a conscious design effort to make Places more interactive, more current and more social and more transactional.

They include a strong call to action (review, upload photos) and clear sense of priorities as to what is important going forward – even coupons now have a higher visibility – more user generated content, more understanding of your social circles intent and a greater desire, at least in the hotel industry, to use Places to “close” the sale.

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Google Hotel Finder Experiment

Last week amidst the noise of changes in the Place’s layout, Google noted  that  they would be “Integrating some of the great information that’s been buried on Place pages into your web search experience across all Google platforms“. While Google doesn’t talk much about their thinking or the future, when they do, I have learned that you can take them at their word. They have in fact quickly started this process of projecting data from within Places more broadly, resulting in its higher visibility and an increased liklihood of being seen. They are putting more photos from Places into the branded One Box in the main search results and have started showing coupons from Places in their mobile Shopper app (OMG will coupons finally make their Phoenix like  re-appearance after 4 moribund years?) .

The Google Hotel Finder experiment is yet another example that they are taking buried information from Places and Maps and experimenting with making it more visible. In the process they are making search results more engaging and interactive, demonstrating their move from being strictly a search results provider to using search to generate useful content that will attract and retain users. More users, a longer time on the site and a fresh way of looking at previously buried content will obviously also provide additional ways to sell more ads.

Rather than the standard Google approach of the single search box and their educated guess as to what searchers want, the Hotel Finder interface, in very un-Google like fashion, provides a more faceted approach to finding exactly the information that a user is looking for. The choices allow for a great deal of granularity of pricing, relative pricing and quality.

If the broad, single field geo search does not return the appropriate geography, the user can drill into the map and literally outline the appropriate neighborhoods themselves via interactive, draggable boundary lines. The map view provides a heat mapped representation of the most popular areas.

The interface allows a user to build repeated queries with slightly different parameters and save the results into a “short list” of choices. Thus if you wanted to compare hotels in two or three totally distinct non-adjacent neighborhoods, say the Upper West Side, Tribecca and Park Slope, a user  could create a custom view of hotels from which to choose and then share the view via URL with another.

More details about a given hotel, a Places view if you will, with a very attractive layout can be seen by clicking on the hotel of choice. The user is presented with an array of photos, review summaries and the owner description. It seems to reflect a new, thoughtful design sensibility on the part of Google.

Of course, it is not just a view of content but offers the option of booking the hotel via their still secretive hotel booking tool. All in all it is in impressive experiment with a subtle transactional nature. It is both more polished and definitely better looking than most Google experiments. It is very slick and offers an interface that could be easily adapted to restaurants, bars, florists and hair salons (to name a few) and of course to mobile.

If this experiment is any indication, the future of search is local search and it is an interesting one. With the acquisition of ITA and Google’s obvious and long standing desire to move into the hotel booking market, this experiment shows how Google is thinking about both the data and the market. Many have explained the recent changes as a reactive response to anti-trust complaints. It could equally be explained as a proactive measure that would allow Google to be in a more competitive position going forward as they compete more directly against the likes of TripAdvisor and Yelp.

The Google Hotel Finder experiment is not just search as we have come to know it but search as interactive content that has the ability to achieve serendipity in both interaction and results. And of course in a way that makes the sale.

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Google Code-in Winners Arrive at the Googleplex

Earlier this month the Google Open Source Programs Office hosted the Grand Prize winners of the Google Code-in contest, a contest designed to introduce pre-university students (age 13-18) to the many kinds of contributions that make open source software development possible. Students worked on many types of task including: writing or refactoring code, documentation, translations, outreach/marketing, quality assurance (testing), conducting research, training, and user experience research. Students earned points for each task they completed, with the top 14 point accumulators winning a trip for themselves and a parent to the Googleplex in Mountain View, California.

Day 1
Upon their arrival in the San Francisco Bay area, students had their first meet-and-greet dinner at their hotel near Google. Many students had worked with the same open source organizations so they had ‘seen’ each other in chat rooms, on IRC, and on group lists but this was the first time the students actually met one another. The bonding began right away as students quickly started moving tables together as more students arrived so that all of the students could talk to each other.


Day 2
Students and parents spent the next day at the Googleplex. The morning began with an introduction by Google Code-in Program Manager, Carol Smith, congratulating the students on their achievements and giving them a talk on Google Summer of Code, our worldwide program for university student developers giving them stipends to write code for various open source software projects.

Next, the students were treated to a talk by Alan Eustace, Google Senior Vice President of Knowledge. Alan discussed the evolution of search and where we go from here.

Three engineers in our Open Source Programs Office, Shawn Pearce, Junio Hamano and Dave Borowitz, chatted with the students about their roles at Google, their work in open source and specifically with Git.

Lilli Thompson, Game Developer Advocate for Google, discussed her role at Google and her experience as an engineer in the gaming industry.

Lunchtime at Google’s largest cafe was next on the agenda followed by a tour of the Google campus. One of the stops on the way was the picturesque front lawn of Mr. Android, complete with all of his releases: cupcake, donut, eclair, fro-yo, gingerbread and honeycomb. Perfect place for a photo op….


…then on to the Google onsite store to pick up some fun schwag to take home to friends and family.

When the students arrived back to our conference room they were welcomed with large plush bug-droids, compliments of Dan Morrill and the Android team. Dan chatted about Android and took questions from the students and parents.

Jutta Degener discussed her job as a Software Engineer working on the Borg cluster management system.

Jeremy Allison, co-creator of Samba and Open Source Programs team member, engaged the group in a lively discussion about why open source development is important to the world and the important role these students can play in the years to come.

Chris DiBona, Manager of open source at Google, encouraged the students to continue working on open source software development as they move into university. He also discussed the importance of open source software at Google and more history on the Google Summer of Code program. Then it was time for the awards ceremony for these amazing students. Chris DiBona presented each student with their engraved, very substantial (ie. heavy) awards.

We wrapped up the day with chief Java architect and Open Source Programs Office team member, Josh Bloch, running through a few Java puzzlers with the students.

Day 3
Students spent the next day of their trip in San Francisco enjoying a behind the scenes tour at the California Academy of Sciences complete with a planetarium show. To have energy for their next adventure, the group filled up on chocolate ice cream and banana splits at Ghirardelli Chocolate shop. Then the parents and students spent 2.5 hours on segways touring around Fisherman’s Wharf and the North Beach neighborhood.


The students traveled to Northern California from 8 countries: Austria, Brazil, Canada, India, The Netherlands, New Zealand, Romania, Turkey, and the United States. This group was a great representation of the talented students around the globe interested in open source software development.

The students left all of us in the Open Source Programs Office feeling lucky to have met these rising stars in the open source world. We hope to see them again in Google Summer of Code (once they are old enough) and at future open source events around the world. We’re sure this is not the last we’ll hear of these bright, hardworking, humble, gracious young adults.

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