When Google ain't working, ain't nobody happy.

Listen up and you'll hear the cries and groans of citizens everywhere as they interact with Google's Local entity and come away bruised and confused. What happens when you release a demi-god product into civilization, with the power to change common people's daily lives in terms of their earnings, their activities and the use of their time, and then you fail to back up that super power with adequate support? The past few weeks on the Local scene give a bird's-eye-view answer to that question.

No Bed Of Roses

Some of the nation's top florists are currently in the process of trying to recover from their thorny experience with Google's Local Business Center. A spurious Canadian flower provider managed to hijack a whole handful of LBC listings and reroute customers through an affiliate website. This was deliberately and carefully accomplished by a devious process of getting Google to trust edits being made to local business listings by first submitting a new local phone number, then changing the address, then adding new categories and so on, right up to the point where the income of the legitimate local florists was being sucked away north into Canada.

The audacity of this activity has resulted in discussions about the legal culpability of both the offenders and the provider of the platform for this outrageous scheme - Google.

To their credit, Google has begun to remedy the error and many of the florists are now seeing their correct information appearing once again in Maps, but when last I looked, the Canadian hoodlums were still showing up amongst the honest business people. No doubt, that's really galling the florists, who have received no offer of recompense for their lost earnings, and Local expert, Mike Blumenthal sums up the situation this way:

From my perspective this is like a scenario where Google has the keys to your shop, they agree to watch over it for the afternoon. On their coffee break they stepped out and forgot to lock the door. During that time, a thief broke in, stole some flowers and left his calling card taped to the door.

Google, returned for the afternoon after coffee and upon closing, forgot to alert you to the theft and they left the thief's calling card where he left it, covering your sign on the door.

Google gets no pass on this one.

Mike is right, and this is why - the reason all of these florists were robbed of their earnings was because not one of them had claimed their LBC listing. They didn't know they needed to. And why didn't they know? Because the creator of the LBC has made almost zero effort to tell them that their data has been indexed into this giant and immensely powerful directory of all local businesses. Because despite the recent introduction of some very brief guidelines for Local, Google is not making the slightest attempt at one-on-one engagement with the local business owners whose data they've co-opted into their giant business model.

Imagine what would happen if Yellow Pages started listing local business information, without getting permission from the business owners, and they published incorrect contact information for the companies involved, thus driving business away. Imagine the potential legal ramifications of YP doing something like this.

When I explained the situation with the florists to my mother, her take on it was immediate and astute. She said, "it's as if someone went to the post office and changed your address, and called the phone company and changed your phone number, and just got away with it."

Faced with the situation, anyone can see that this is exactly what it's like, but I am repeatedly struck with the sense that our legal system is hampered by the delusion that if it happens on the Internet, it somehow isn't real.

The lost earnings of the legitimate florists are quite real, as is the loss of their time frantically trying to understand how they'd been sabotaged, and legislation must be put in place to protect people from this kind of criminal activity.

The bottom line is that Google has your business information, and if they are careless with it, you are in danger of losing money. In my opinion, if the LBC is meant to be a sustainable business venture for Google, they should be treating local business data like gold, not dross.

Goodbye, Alberta

It seems like Canada has been a hot spot for local woe this month. Following their recent switch from Navteq to TeleAtlas as a data provider, Google has changed the face of the earth in their Maps application. Talk about power. Streets, neighborhoods and whole towns are all askew. Here's what one bewildered man had to say in Google Maps Help Group:

I don't know what happened over the last little while, but the maps for Alberta in Canada are brutal now. Entire TOWNS are in completely wrong locations, off by DOZENS of kilometers. In some cases these towns are the only source of gas and services in some of the more remote western and northern parts of the province, and this could be a dangerous mistake..

Brutal, indeed. Winter temperatures in Alberta get down to -31 degrees F. Imagine running out of gas in that.

This concerned commenter didn't know about the TeleAtlas switch, doubtless because he has other things to do than follow news about Google, and as Google appears to be depending upon a single thread in their help group to let the world know that they can correct the errors that are literally spangling the countryside as a result of the switch, I have a feeling that most private citizens will remain in the dark about why Maps is sending them on wild goose chases.

Again, we face the concept of responsibility for public good and safety in this situation. It's one thing if your house disappears off of Street View. Heck, you might even be glad if it does. It's another thing if you're looking for gas, medical care, food or the fire department in a strange town and Google gaily sends you off onto the snowbound prairies of Alberta in the middle of the night.

Trust Must Be Earned And Deserved

The longer I work in Local, the more real life scenarios I encounter of real people experiencing real effects, both positive and negative, as a result of the existence of the LBC and Maps. As was recently pointed out to me by a friend, Google has grown so powerful so quickly, skyrocketing from nowhere to Fortune 500 status in a decade. Theirs has not been the story of most startups, diligently working to earn public trust over the course of decades or generations. I'm suggesting that Google has not gone through the 'personal' growth of learning about the value of trust the old-fashioned, hard way.

A few days ago, I had the pleasure of filling out a "Maps User Happiness Survey." I spent about an hour of my time giving Google my thorough and honest take on the current status of their local efforts. I made sure to tell them how much I appreciate the fabulous potential usefulness of their applications, but I also spoke my piece about the lack of any real connection between Google and real people. I summed it up thusly:

It all comes down to trust, like everything else on the web, and in my opinion, Google has built the stellar application, but has yet to build the trust needed to back up what they've created.

Indexing the world's data is like a wonderful child's dream. And Google is now far along the way of making that think-big dream come true. But I think we've reached the point where Google needs to come out of the lab and meet that world they are indexing. Their to-do list is literally blinking red with serious problems being created for businesses and home folks and these problems have evolved from the trivial to the truly criminal, as in the case of the florists. I surely don't envy Google this task, but with so many symptoms of trouble emerging every day in the Local world, Google's turn to take responsibility should be now. It's their own migraine they've got to start treating.


September 26, 2008





Miriam Ellis is the co-owner of Solas Web Design and CopyLocal, providing SEO-based website design, Local SEO and professional copywriting for small-to-medium North American businesses. She is the Local SEO Associate in the Q&A Forum at SEOmoz, a moderator at Cre8asite Forums and an annual participant in David Mihm's Local Search Ranking Factors report. When she and her husband are not working on the web, they're farming organically and working on increased sustainability or roaming about in nature having the time of their lives.






Comments(7)

Hi Miriam,

Great post! I said this in an email earlier today of Google:
No company has so great a reach. None of the television networks, and no Yellow Pages company has ever.

That's where the pursuit of profit has to be subjugated to the good of the many. Not to go all commie on anybody here but as I've said before, noblesse oblige. With nobility comes obligation. Power demands accountability. Some other cliche....

I think it would be a bad idea for the DOJ to pull an AT&T here, but for Google to be so nonchalant in the face of this awesome scope of influence is either gross arrogance or reckless naivete.

Will

Just for the sake of clarity and the defence of my home and native land, I want to address a few details of this report.

The florist hijacks, first outted on our Real Florists Blog, were the result of the handiwork of a CJ affiliate who was directing the traffic to a number of different florists via their affiliate programs, including one major drop-shipping company that is based in Canada but conducts most of their business in the USA.

This wasn't a case of one person in an industry snaking another, it was an affiliate with no love, time or effort invested in the industry who was willing to go to illegal and destructive means in the pursuit of short-term gain. I have to wonder if CJ will be following up on this activity? It's behaviour like this that gives affiliate marketing a poor rep.

Side note: Don't you love that in the midst of this mess, Google says: "Don't rewrite your URLs. Trust us to get it right!" Ya, cuz that ALWAYS works out real well :)

Ryan

Good Morning, Will!

Thank you for the read and the sphinn. I appreciate it!

Your own quote is a worthy one. I'm glad you've posted it here. I get this sense that all of us are pulling for Google to do the right thing. We really want them to, and what you are saying, what I am saying, what our colleagues are saying is constructive criticism, backed up with the hope that what we're asking for might actually materialize.

Thank you for commenting.
Miriam

Hello people !! Has anyone ever heard of Lilly Hampton??? She has an extensive patent portfolio from many many years ago with an already ISSUED PATENT and many many more pending patents under her maiden name of Lilly Vega. This woman is like a grandmother who does major humanitarian work and created a whole new Internet Platform including but not limited to a NEW NASDAQ and patented it including most middle-ware. A representative posted on partner up's website a couple months ago she was looking for a business partner maybe Google should talk to her husband? I do know he has maybe about a month before retiring from the US NAVY. I would start with contacting the Military seeing he has been active duty for 20 years! His last name is Hampton.

Welcome, Ryan!

I really appreciate the added details. Thank you so much and I applaud your blog for shining the light on this situation. I feel really, really badly for all of the florists who were swindled.

Curious to know...are you in contact with CJ regarding this matter? I'd like to know what is going on with that.

Oh, and for the record, I love Canada. You've got some of the world's most fascinating First Nations cultures there, a much cooler flag than ours and are the the homeland of my favorite rock band. Canada is awesome, in my book.

I really appreciate you taking a moment to comment here and share what you know. I'd be so interested in any further details you can give about CJ's response to this situation.

Sending my personal best wishes to all the florists.
Miriam

Again another excellent post Miram. Please keep them coming. Mike and yourself are both right on point. Maybe with the Google/Yahoo deal, and the other "small" snafus from Google will start to grab the attention of government? The Internet has reached a point that some oversight is starting to be required. The wild west days are over, since so many have embraced this method of communications.

Thank you, David! I appreciate the kind words.

Let's say that the wild west days are ALMOST over. It's something I wonder about...if the Internet will ever see a day when law and order comes to town, eliminating crooks and spam. Then, I realize that we haven't managed this in real life and I have to believe we'll always be dealing with bad guys on the web.

But at least when there are clear laws, people have some protection.

Thank you again for taking the time to comment.
Miriam

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