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Checklist for Managing Negative Google Reviews
PRACTICE INSIGHTS
Checklist for Managing Negative Google Reviews
By Paul W. Bishop III
1. Review Google’s Guidelines: Access Google’s Prohibited and Restricted Content guidelines [https://support.google.com/localguides/answer/7400114?hl=en].
2. Assess Review Content: Compare the language of the negative review with Google’s guidelines to determine any violations.
3. Initiate Review Removal (if applicable): Follow these steps for actionable reviews:
• Report the inappropriate review via Google Maps or Google Search.
• Flag the review as inappropriate in Google Maps or Google Search.
• Use the Reviews Management Tool for reporting and tracking the review’s status [https://support.google.com/business/ workflow/9945796?hl=en]
4. Explore Legal Avenues (if necessary): If the review does not violate Google’s policies but seems defamatory or disparages business, consider legal options.
• Assess if the content is a matter of public interest.
• Understand potential legal implications, including fees for the prevailing party under the Citizens Participation Act. See Tex. Civ. Prac. & Rem. Code § 27.009.
