Google Information Page (Business & Maps)

WHAT: Google Business Accounts control what shows up in Google Maps and the information that people hear when they ask google via their app or their device. Each library already has a Google Business Account (Google sets up an account for each place on a map). Local users can add photos of a place, add reviews, ask and answer questions about a place.

As a verified account, each library can officially

Respond to user submitted questions, providing accurate answers and further resources (sort of like a contact us feature) – use Google Info Box.
Report outdated, incorrect, inappropriate, or spam user submitted answers (Google Info Box) or reviews (Google Info Box, Google Business) to get them removed from their listing.
Respond to reviews, if they wish – use Google Info Box or Google Business.
Write a personal (not official library) review of your library – use Google Info Box.
Add photos, video, update logos and business hours, and review user submitted photos – use Google Business (Google Info Box will upload images as you, not the library).
For Android of the Google My Business App, see the Questions & Answers section.

WHERE: Via the Search page; https://www.google.com/business/

WHY: Up until 2019, ARLS has had no one managing these listings. We can not turn off responses/reviews from local residents, but we can answer them with more specific and accurate information. We can also report erroneous, spam, or out of date information contributed by users.Finally, positive reviews can be used as a testimonial! Keeping the Google Business listing up to date is a public service.

HISTORY: The ARLS Webmaster (Robin Fay) is working on verifying (claiming) all listings in Google for ARLS. If you need to be added to your listing, please contact Robin.

There are 2 ways to interact with your library’s Google info – via Google Business (more of admin option with access to some Google statistics, too) or the Google info box that appears when you search your library in Google. For answering questions you have to go through the Google Info Box.

Questions: Answering

Answering Questions – Use library info box in Google Search, Click Answer

You will receive an email when a question is asked or answered by a local resident. You can answer the question via the email OR
Go to the Google listing via the Google Search (just type in your library’s name)
Make sure to answer as your Library, not you personally.

You can also Like or Report an answer (Reporting is useful for spam or completely wrong answers)

Reporting an Answer

Reporting an Answer – 1. Use library info box in Google Search, Click Report under Answer

Search Google by your library name to get the library info box. (Examples are for illustrative purposes only)

Find the answer you want to report. Click on the Flag below the answer to be reported. Choose your category.

Categories

Viewing and Responding to Reviews

Viewing and Responding to Reviews – 1. Use library info box in Google Search, Click on the number of reviews OR 2. Use the Google Business interface>Your Library>Reviews

Note: Reviews work a bit differently depending upon how you access them.

Things to do in the Reviews

View reviews (these reviews are public and could be used as testimonials)
Reply to reviews (replies will be official as your library).
Like reviews (likes will be official as your library).
Report reviews.
Write an review for your library (this will be listed in your own name – not the library – only available in the Google info box).