If You are Hit by Competitor Spam Review

Barbara Oliver & Co. Jewelry’s Google Place page was hit with what appears to be a competitor spam review. The review is rather bizarre with racial innuendo and unfounded accusations. It would appear that the reviewer had not ever visited the store.

The timing of the spam review is interesting. There have previously been review complaints against other businesses in her market for having posted their own fake reviews. With Google no longer counting 3rd party reviews as of July 21st, there was a radical shift in the number of counted reviews showing for businesses that were returned in key searches in the market. Barbara fared well with the new review count totals while others in the market did not. Whether these facts are related to the spam review is unclear but I thought they added context and certainly raised suspicions.

The review is in technical violation of Google’s review guidelines although it is not at all obvious that it will be taken down by Google or if they will take it down, when. And like all reviews of this type, it points to a process failure in how Google handles review take down requests by SMBs.

Because of Barbara’s many positive reviews it had no impact on her star rating. Fortunately the best of all possible events occurred when a client responded to the bogus review directly and came to Barbara’s defense and another review was posted pushing the spam review down the page. It certainly points to the benefits of having happy clients speaking on your behalf in the on-line conversation.

I have been of two minds in regards to an owner response and have more questions than answers at this point. Would the review be somehow legitimized by any response? Would it bring unwarranted attention to it? Can a response be written, focused on future customers, that would stand the business and Barbara in good stead? Or is steady at the helm, garner new customer reviews the overall best, singular tactic? Barbara of course was calling for blood but was willing to take my advice and she recognized the power of having her customers speak on her behalf once that occurred.

The question at hand that I would like help answering: Should Barbara provide an owner response? If so why and what should the response look like? And if not why not?

P.S. a few simple Google Places Reputation management tips:


– With the new Places layout on the desktop, Offers (aka coupons) push reviews below the fold on both the desktop and mobile.
– The Share an Update (available from the analytics view) also pushes reviews down the page albeit not as much as a coupon
– Also if a previous reviewer simply edits/re-saves their review it will ascend to the top of the list pushing more recent reviews down.

Review: TomTom GPS app for iPhone 3G/3GS (USA/Canada)

This is our full review of the new TomTom GPS app for the iPhone 3G and 3GS. The review follows our first look review posted last week.

http://www.youtube.com/v/e0nmA1SAK-U?f=videos&app=youtube_gdata

Google Earth: The New Acceptance Criteria for 3D buildings

It was over five years ago when we came up with the initial Acceptance Criteria for photo-textured 3D buildings in Google Earth. Since then, we’ve learned many things and have also made many improvements to the 3D modeling process—including the release of Building Maker and two updated versions of SketchUp. Given all of these changes, we realized that our Acceptance Criteria were due for an overhaul.

Our new Acceptance Criteria have been completely rewritten with the goal of making them clearer and easier to follow. Issues relating to photo textures, permanence of structures, splitting, and entourage have proven to be the most common areas of confusion in the past:

Photo Textures

Our new minimum requirement for photo textures is more lenient than it’s been in the past. Photo textures are only required on upward facing surfaces of the model and on the main facade. We encourage you to photo texture the entire model, but we also understand that it may be difficult to get accurate imagery on every side of some buildings. Any remaining, non-photo-textured faces in your model should be painted with realistic-looking textures that match the color and look of the building in real life.

Permanent Structures

Beginning today, only permanent structures will be accepted. As we constantly refresh our satellite imagery, temporarily-positioned entities like vehicles and people don’t belong in Google Earth’s 3D Buildings layer.

Model Splitting


From now on, all submitted models should contain only one structure each. Each structure should be uploaded as a separate model file. This includes properties that have multiple buildings on them such as a house and a shed or garage. If buildings are all connected in a city block, they should be split into separate models based on building type, function or address. When our review team is assessing connected block models for splitting issues, we will look at the facade and roof textures to see if there are changes in material that signify where a split should have occurred.

Entourage


In addition to splitting buildings, we are now requiring all models of trees and other permanent entourage (such as signs, light posts and benches) to be uploaded separately from the buildings with which they may be associated. This ensures that when another building is uploaded in the same location, we are only judging the quality of the new building model versus the original. It’s a shame to have to remove good tree models just because they’re attached to a building model when a better building model is submitted that doesn’t contain trees.

Also, multiple, related trees and other entourage objects can be grouped into a single model as long as they are located in a relatively concentrated area. This means a single model can contain all the trees for a block or a park, but it shouldn’t contain all the trees for multiple blocks or an entire city. Remember that only permanent entourage is acceptable—cars and pedestrians move around, and thus don’t belong in Google Earth’s 3D Buildings layer.

Other improvements

One other big improvement we’ve made is the addition of tips and suggestions to each of the thirteen individual Acceptance Criteria. If a model you submit isn’t accepted, you’ll receive an email notification (opt into these emails via your preferences) that includes a direct link to concrete information about how you can improve it before you re-submit.

What about models that have already been accepted?

To help make this transition easier, we won’t be going through all the models we’ve already accepted in order to remove ones that fail to meet the new Acceptance Criteria. If your model has already been accepted, it will stay in the 3D Buildings layer until and unless it is sent through the evaluation process again. There are four actions which can cause a model to re-enter this process:

  1. You make an edit to your model and re-upload it to the 3D Warehouse, replacing the previous version.
  2. Someone else submits a model in the same location as your model.
  3. Periodic terrain and aerial imagery updates cause your model to go through our automated alignment process.
  4. Someone clicks the “Report a problem” link for your model in Google Earth.

It’s still a bit of a subjective process

Keep in mind that judging 3D models is still a difficult task and is prone to subjectivity. All submitted models are reviewed by real human beings who take time to ensure that they meet our standards. Because human beings sometimes make mistakes, we have a way for you to appeal negative judgements. If, after reviewing the Acceptance Criteria, you feel we’ve made the wrong decision, use the “Tell us why we’re wrong” link (at the bottom of the model’s 3D Warehouse page) to ask us to take another look. You’re encouraged to include links to photos of the actual building or other online resources to will help us to understand your point of view.

We know how much time and love goes into making beautiful 3D models for Google Earth, and we greatly appreciate all the effort you put into your work. Here’s hoping that the changes we’ve made will make for a smoother, more enjoyable geo-modeling process for everyone.