Category Archives: Google+ Local

Is the Snak Pak the Future of Mobile Local Packs?

I have been watching mobile Local Pack results for the past several weeks. This Guide to Google Mobile Local Pack Results catalogued what I was seeing across iPhone results as of several weeks ago. I am now seeing indications that the Local Stack, which requires an additional click to get to the business information, may be heading our way more broadly.

Last week, the Local Stack (aka Snak Pak) was, like the desktop version, only showing on entertainment, recreation, travel and food searches in all browsers and apps where I looked. Now I am seeing it for general search results in Google Now.

Google Now Local result showing
Google Now Local result showing

To some extent, mobile Local results are flying below the radar. And as I pointed out over the weekend, they vary a lot by device. But it seems that Google is on a path going with these local results from the classic pack with direct call, directions and web links to a more limited pack with just call links and now the Local Stack requiring a user to click in for even the least bit of information.

I am sure that Google would argue that its for the users benefit. Hard for me to see how hiding critical information like calling and driving directions is helping users.

Here is the fairly quick evolution we are seeing: Continue reading Is the Snak Pak the Future of Mobile Local Packs?

The Google Local Pack Display Across Devices

Browserstack has an online tool that allows responsive design testing across different mobile devices.

I was curious if it would catch some of the display differences that Google has in representing the local pack across devices with different OSs and display sizes. The differences are interesting and legion.

There are some caveats like the fact that it uses a European proxy server and doesn’t reflect things like Google Now. Who knows how many other display types it doesn’t show as there is often variety by browser types, location and searcher as well as device type. I am not sure that it captures the iPhone 6 accurately either.

Regardless it shows the amazing diversity of how a single local search result might show across devices. When was the last time you saw a 7 pack with red pins on the desktop (Windows)? This variety also demonstrates one of the reasons that ranking tools are often inaccurate.

Click to view the slideshow.

Apple Watch Day 0

apple-watch-sport-blk-100413450-galleryThere are several things you should or probably already do know about me:

– I am not particularly fashion driven. In fact I all too often just plain out forget my belt or something.

– I am not typically an early adopter. I have been in the computer industry long enough (35 years) to know that first gen hardware is just that first gen. There are too many quirks still extant to plunk down my hard earned money.

– The last time I wore a watch was 5th grade. I destroyed the watch my Dad gave me playing dodge ball and I felt terrible. Never again I said.

– I am cheap and cautious in my investing. I don’t like spending money when the return is hazy.

– As recently as a month ago, I was thinking of selling my Apple stock. I had trouble seeing how the Apple Watch would succeed. Had Apple jumped the shark?

Screen Shot 2015-04-10 at 10.30.14 AMAnd yet here I am with a receipt for Apple Watch in hand. It was an out of character move for me so why did I do it?

Apple has positioned the watch with a trio of current functions; time keeping, fitness and notifications from your on-line world. They are using style and fashion to move it into the watch lovers world, some interesting health related functionality for those thinking they are going to exercise more and positioning the notification system as a way to break free from your iPhone.

Some of the ostensible reasons I made the plunge:

Continue reading Apple Watch Day 0

Apple Retains TripAdvisor and Reviews in iOS 8.3 Maps

Appleinsider erroneously reported earlier in the week that Maps in iOS 8.3 lets business owners claim POIs, removes select TripAdvisor reviews. As Andrew Shotland has pointed out it is true that business owners can now claim their listing via the Apple Maps App but AppleInsider was wrong in that Tripadvisor and are still present.

In fact what has changed is that the list view no longer credits Yelp as the sole supplier of reviews at the bottom of the page and each listing receives individual credit for the review source. It would also appear that Apple is using TripAdvisor as a data source as well as a source for reviews.

When reported 4 days list view showed the primary review provider at the bottom of list results. Now the list views associates the source of the review directly with the listing. This strategy allows Apple to further integrate review sources in industries where they can identify appropriate partners. It also removes their sole reliance on Yelp, which wile strong in restaurants and service businesses on the coast, is missing reviews for vast swaths of the US and more importantly the world.


Apple Maps Now Testing TripAdvisor and Reviews

It appear that Apple, at least in the hotel world, is testing the use of reviews beyond their traditional partner Yelp.

AppleInsider reported this morning the appearance of reviews from TripAdvisor and on a limited number of hotel listings within Apple Maps.




It makes sense that Apple would expand their review partnership beyond Yelp. While Yelp has a great many reviews in restaurants, their presence in hotels is not as expansive as either or TripAdvisor.

What is not clear is if this a test or a final solution. There are, more questions than answers. It is an option for certain hotel chains, will TA reviews will just be used on hotels and will, at some point in the future, multiple review sources show?

This does though show how Apple, unlike Google, will partner with market leaders rather than trying to either take the reviews unbidden and not compete directly by trying to do it themselves. Its not that they wouldn’t do it themselves if it becomes necessary or beneficial to do so, its just not the default setting.

If you have Apple Maps on your desktop this link will take you to an example.

Greg Sterling has good coverage of this move vis a vis international searches and notes that TA and are predominantly visible outside the US.  He notes:

A search for “restaurants, Prague” or “restaurants, Mexico City” show Yelp results, while restaurant searches in most European capitals show TripAdvisor content. It’s not clear whether Yelp is simply better in these cities or whether Apple hasn’t yet gotten around to replacing the Yelp content.

It goes on: a search for “hotels, Vienna Austria” displays reviews from while “museums, Vienna Austria” continues to show Yelp results.

Yelp has good European restaurant reviews coverage. However in a majority of cases Apple appears to have entirely replaced them with TripAdvisor reviews. Yet TripAdvisor probably has more comprehensive and better hotel reviews coverage than It strikes me as odd that Apple would use instead of TripAdvisor for hotel reviews — unless the capacity to book directly through the latter is being valued. (TripAdvisor is predominantly a lead-gen site for other booking services.)

TripAdvisor has always been important to hotel operators but now it must become a new focus for restaurants outside the US (if it wasn’t already). And gains new prominence among hotel review sites.

New Google Support Option Offers A Form to Contest Reviews

One option in the new Contact Us process that appears to be an improvement is elevating a form to contest reviews.

The form, previously buried, has in the recent past sent a review removal request into the queued email response system and typically generated a human and intelligent response. This contrasts with the pissing in the ocean review flagging process typically encouraged.


In the field asking for content of the inappropriate review, one might actually be able to add a comment.

In addition to a form to contest reviews there is now an obvious option to ask for them to be moved from one listing to another. Moving reviews previously had a help page but no action associated with it. In this new context the process for resolution is clear.

Google My Business Help Now Segments Support Questions Prior to Calling

Google recently upgraded their site wide Help pages with a new material design them and more context sensitive help.

Today they have also changed the Contact US option available for My Business listings to attempt to segment certain problems and direct users back to the Help files.

Depending on the issue chosen, the user will either be presented with the option to receive a call back, choose between a call back and chat support or to visit the help pages. This is a change from previously when users that selected the contact us link were asked a few brief questions and then allowed to choose between the call, chat or email option.

Screen Shot 2015-04-03 at 2.21.49 PM
User must select an issue prior to proceeding – click to view larger
Screen Shot 2015-04-03 at 2.22.02 PM
Depending on the issue, the user might be present with a call or chat option – click to view larger
Screen Shot 2015-04-03 at 2.22.12 PM
Certain issues will lead back to the Help files or possibly over to a different section of the Google Help – click to view larger

From an efficiency point of view it makes sense to attempt to direct users to the best spot to be helped. That being said, Contact US has a very specific meaning and I think it both bad design and frustrating for users to arrive at that point to then be lead elsewhere on the site.

The Annual Print Yellow Pages Page Count And Other Anomalies

It is that time of year when I usually am beating a dead horse or three. With the arrival of my annual SuperPages Yellow Page Book(let?) I gleefully get out my ruler, Excel and last year’s book to see whether I can once again make fun of lament the decline of the one of Local’s historic marketing franchises, the print Yellow Pages.

image-croppedShock of shocker though when I realized that this year’s book actually showed an increase in total page count for the first time since I started on this masochistic documentarian exercise. Last year I did note that the rate of decline had slowed. For the 2015-16 book there has actually been a 6% increase in page count from 86 to 91 pages in my local book.

I studied the book to make sure that they weren’t just fluffing the book with filler ads for appearances sake and it does seem that there has been an actual increase in the size (and perhaps the count) of the display ads. While it seemed on casual observation that the truly local ads had often decreased in size there were a number of new, national ads.

YP page count 2015

In a book of so few pages it would only take a few additional ads to lead to this page count increase and obviously my sample size (~n=1) is on the small size. Thus it is hard to know whether the page count in one book in rural upstate NY reflects a larger national trend or is a statistical outlier.

It could be the result of a single more aggressive sales person, it could be that they got tired of me making fun of them and put a push on this edition, it could be an outlier and be masking a continued decline.

Or it could, maybe, possibly indicate that the print YellowPages have stabilized for a while. That really is the best that the industry can hope for; a stable, predictable (albeit smaller) revenue source that can create enough cash flow for them to fully make a transition to digital realities.

In related local news BA/Kelsey reports that overall radio revenues held steady during 2014. Although even there fragmentation of the radio market is bound to lead to future deterioration.


Google My Business Improves Contextual Help – Tests Integration of Call Back

help-boxGood News Bad News Update Monday, 9:00 am: Good: The Phone (and occasionally the chat) interface attached to the help link within the dashboard shows during business hours for support. Bad: It doesn’t appear to be working and you should continue to use the “old” way of clicking on the Contact Us link in the Google My Business Support area to get phone support.

Update Monday, 1:30 PM Apparently the phone contact option has been removed from the help screen.

It appears that Google is improving access to their Help files from within Google My Business and is apparently testing moving access to phone support directly into the GMB dashboard. Apparently, in checking with international friends, this feature is currently US only.

This is a screen shot of the new Help panel from within GMB today:

As you can see from these screenshots taken yesterday, Google is also obviously testing moving both phone contact and chat support directly into the GMB as well. I learned about this feature when a client couldn’t figure out why Google wasn’t calling them back when they requested phone support. Since it was there yesterday and not working and gone today, it is not clear if they will in fact move phone support into GMB. They should.

showing phone

phone details

Google’s integration of help and support into the business center had long been a cobbled affair, often requiring long circuitous routes for the SMB to get support. This reached its nadir in 2011 and I penned Google Places: What might customer service look like, which was a reprise of an article that I first wrote in 2009. Continue reading Google My Business Improves Contextual Help – Tests Integration of Call Back

Why Suing Over A Review Is Rarely a Good Idea – The Case Of Dog Tranquility

shooting-footDave Oremland sent me a Washington Post article last week detailing a case where small business owner Colleen Dermott of Dog Tranquility in Burke, VA was suing a client for $65,000. The client had left bad reviews on Yelp and Angie’s List. She claimed that the client,  Jennifer Ujimori, in leaving a bad review, had made statements that were false and damaged her small business, which had had great reviews until that point.

The facts, as far as one can tell, are that the customer was requesting a refund and the owner, on the basis of a signed agreement, refused. The customer wrote reviews critical of the business owner on several fronts and the business owner then sued for defamation.

According to the Washington Post the business owner had attempted several different ways to satisfy Ujimori — including offering a credit for a future class — but the offers fell short of a full refund and the customer refused.

Not only has the client refused the offers but she has started significant pushback against the lawyer letters and suit. First responding to the letter publicly on Yelp and then apparently taking her case public. She is asking the state to pass anti-SLAPP law to protect her 1st Amendment rights.

The Post quotes the owner as saying “It had a significant impact in that I’m a small-business owner. I have to rely on these review sites as a major source of advertising.”

I marvel at the many business owners like Colleen that seem to be willing to continually shoot themselves in the foot over reviews. Clearly both sides have gone all in. The problem though is that the business has much, much more to lose and very little to gain. This would appear to me one of those cases where even if the business wins they will lose.

While I think that there are likely two sides to this story, let’s for a second assume that the owner is totally in the right on this and that there should be no refund of any amount, the customer knew what she was getting and that the sale was final. I don’t think that but for arguments sake let’s take that position.**

How does the owner possibly come out top by filing a suit?

-She will be out thousands of dollars in legal fees.
Screen Shot 2015-03-29 at 4.54.45 PM
-She will become has become the target of the scorn of the internet hordes who will think her evil*.

-She will get press and lots of it. It is not clear to me though that it is the sort of press that will serve her business.

Most importantly, future customers, those that care deeply about their dogs will perceive this person as inflexible, petty and vindictive. Is that the person that you want training your dog?

Assuming that the owner was not going to give a refund, what could she have done besides suing?

In her case there was plenty.

-She could have started by getting a listing at Google, which as far as I can tell she doesn’t have.
-She could have gotten some additional reviews at Google, Yelp and Angie’s list.
-She could have done some basic local SEO on her website and actually got it to rank. Her home page title tag reads: <title>Home</title>.
-She could have done limited reputation management and built out her profiles at Facebook, Twitter and elsewhere.
-Christ for the cost of the suit she could have done all of that and had plenty left over to spend on a significant marketing campaign both off line and on.

This case is interesting. It shows how, if a business digs their heels in “on principal” they can easily end up with a much bigger battle on their hands than they ever could have imagined.

It’s fine and even sometimes appropriate to stand on principal (although you might want them to be better founded). But as a small business owner, once you do, think carefully about your next steps and how you want to spend your time and your money to try to improve the situation.

Here is the Yelp review posted and an update posted 1/28 followed by the owner response describing the situation:
Continue reading Why Suing Over A Review Is Rarely a Good Idea – The Case Of Dog Tranquility