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.

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.

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.