Rebel Yelp

Rebel Yelp

The replacement for newspapers isn’t Craigslist; it’s local social media.

Posted Monday, May 4, 2009 - 9:11pm

Much has been made of Craigslist rising up to destroy newspapers' classified-listings business, but less has been said about newspapers' own sins in falling behind the needs of their commercial advertisers. For decades, publishers had the luxury of actively disparaging, say, the bra ads that made 10-part Pulitzer Prize reportage possible. But the rise of the Internet, despite taking decades, caught them unprepared. New York University professor and longtime Internet sociologist Clay Shirky recently explained, "When Wal-Mart and the local Maytag dealer ... were all able to use [the Internet] to get out of their old relationship with the publisher, they did. They'd never really signed up to fund the Baghdad bureau anyway."

Yet while the online presentation of news has made tremendous leaps, ingenuity has not carried over to the business side. Online readers see (and ignore) the same lame online display ads they did 10 years ago, just more of them, and bigger. And the most expensive online advertising now actively blocks readers from viewing any content until the ad has fully played. This is progress?

The truth is, there has been progress in monetizing the Internet, beyond the display ads most people ignore. But that progress isn't coming from newspaper companies. It's coming from companies like Yelp. And Yelp is currently eating newspapers' lunch.

Yelp, for the uninitiated, is an online review Web site of local businesses in metropolitan areas around the country. Founded in San Francisco in 2004, it has been aggressively expanding into most major American cities and their suburbs, even setting up a site in London. On the surface, Yelp seems no different than the legion of older local review sites already out there. Tell it where you are and what kind of business—restaurant, bar, spa, nightclub, moving company—you need. The site in turn supplies you with a ranked listing. Once you click on a listing, a batch of short, quirky reviews, complete with star ratings pops up. Cold fusion, it's not.

But Yelp's founders have invented a Web site that cleaves local online advertising from journalism, right when journalism needs it most. Yelp is the evolution and replacement for the actually quite useful local advertising that used to appear in newspapers, only without the pesky journalism breaking up the ad pages. And Yelp is trying to make that separation permanent.

The site's design hammers home that its reviewers are real people, just like you, not shills or trolls. When you read a review that clicks for you, you can follow the reviewer's profile and what other businesses they've written about. You can also see which reviewers they follow, in the manner of Digg or other social-media sites. In short, you can very quickly start to build a trusted network of strangers whose opinions, on things like bagels and beer prices, you value. It's a pretty nifty way of finding a hidden gem of a restaurant or decoding a new neighborhood. And it requires only the faintest sensation of interacting with another human being. Yelp represents an evolution in advertising that newspapers should've been providing to readers and advertisers years ago.

  • Paul Smalera has written for Condé Nast Portfolio, The New York Times and The New York Observer among others. He blogs at true/slant.
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Banned from Yelp

Here is story about How I got banned from Yelp I though you might find this article of some interest judging Yelp&#

039;s Track record has been something close to resembling a train wreck. . . http://coffeevancouver.ca/2009/05/06/how-i-got-banned-from-yelp/ I don't really care that I got banned, I just think the how and why is one interesting story. . .

not really first or best

There is a precedent for this type of product but not the business model. Consumers should look into TripAdvisor.com before Yelp. There certainly cannot be any bias in the reviews posted to the site and, though the review threads do contain some banal exchanges, I have not been steered wrong. Owner/operator replies are the norm for restaurants and attractions and are very obviously displayed without editorial help.

also social networking

Yelp is not strictly a review website. Although the majority of users use it to share reviews and to read those of others, there is also a core set of users in each city that use it for social networking. Active users are part of the "elite" group. Many of these go to actual events and meet each other as well as interact with local vendors. Users also start conversations in "talk" and list events.
There is also an incentive to write as many reviews as possible as this leads to elite status. People will thus review places they have visited only ones (I am guilty of this I admit). I just think it is important for yelpers to clearly state the amount of interaction they had with the business.

Deleted reviews

I refuse to use Yelp. My completely factual negative review of a business was deleted - along with all of my other reviews, most of which were positive. The fraudulent manipulation of reviews will be uncovered one day, "myth page" or not.

yelp

"improving their Yelp rankings by burying negative reviews or, better yet, making them disappear altogether. CEO Jeremy Stoppelman has vigorously denied such charges."
Interesting that the ceo vigorously denies deleting negative reviews. I posted a completely honest and relevant negative review on yelp and it was deleted. I posted it again twice and it was deleted both times.

Yelp's accuracy

It's nice to see that Yelp's started - finally - to allow business owners to respond to comments made. But, as an attorney, I'm not happy with Yelp's allowing for anonymous commenting. People frequently come to my office with 'a sure winner' case which will 'be worth big dollars' and are disappointed and upset when I tell them they have no case. One such person left a negative comment on an attorney colleague of mine's Yelp rating. Unfortunately, any response to such a comment could potentially violate attorney-client privilege, and subject the attorney to discipline. Moreover, if someone makes a negative comment anonymously, it's difficult to respond, since you're not sure if it's the person you think it is or some other person. Finally, another problem I have with Yelp and sites like it is that they are dominated by people who are of a certain demographic (20- and early 30-somethings), who have specific tastes, which don't reflect the greater demographic. As a result, trendy neighborhoods are over-reviewed (say, 20 reviews for a restaurant), while non-trendy areas have a dearth of reviews (1 review, if that). I think that does a disservice to business owners trying to start a business in a non-trendy (and thus non-high-rent) area, and actually might even discourage such growth. Not a good impact, IMHO.

Asking for YELP

I have found YELP to be a variable, frustrating resource. On one hand, there are those purveyors of praise, on the other the passive aggressives peddling their put downs. This makes reading the reviews somewhat of a psych 101 exercise. Example: dog groomer in my neighborhood. The ONLY one. Extravagant predominantly 5-star praise. Yeah, she's super nice and accommodates me w/o an appt for just a nail clip. But the place, frankly, looks like your teenager's perennially disordered bedroom. I'm not the type to complain in a review but it points to the arbitrary nature of YELP's customer-authors: this is never mentioned! I have dined at DELFINA's, based on its rave reviews. Yet while I respect and don't want to devalue the hard work the owners-managers put into the restaurant, DELFINA's is not much more than a over-priced eatery undeserving in my oipinion of more than 1.5 stars. True, the human interaction which you regale as YELP's "power" works only in as much as your ability to decipher the facts from the fiction. The bottom line is making the choice. Of course, if you feel you made a mistake you could always vent on YELP.

@boredwell : You don't

@boredwell : You don't mention if you went to Yelp after your interactions with these businesses and provided reviews more in line with your experience. I think what's output from Yelp, and this is the case with any user-centric tool, is only as good as the input people provide. And Yelp has figured out how to make people very engaged with providing data to the site. That's where the "power" lies, not so much in whether any particular review is accurate, but the idea that they all trend towards being accurate with each data point (review) that's entered.

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