Online Reputation Management Case Study

Online Reputation Management Case Study Hasta Muerte Coffee

starting 3-9-18

Keeping track of yelp account to see what/how viral news affects yelps filters.

Currently 3-9-18 12pm est 86 live reviews 2 stars Yelp PR notification is live

89 filtered reviews and 39 removed reviews. For the 39 removed reviews, it appears

there was another news mention on 2-28-18 that caused negative press.

Article going viral

Coffee Shop in Oakland Refuses to Serve Police Officers

link https://www.nbcbayarea.com/news/loc...fuses-to-Serve-Police-Officers-476352703.html


https://www.yelp.com/biz/hasta-muerte-coffee-oakland?sort_by=date_desc

Is this a client or are you just watching?

BHopkins said:

Is this a client or are you just watching?

Click to expand...

Just monitoring, every so often I will document these events to see how yelp handles bad press.

With the goal to understand the filters what sticks what get's filtered/removed.

Update 3-10-18 120pm

Story getting major national headlines

Yelp Active cleanup filter still live

445 live reviews

358 not recommended/filtered

204 removed reviews

b1step-ahead said:

Update 3-10-18 120pm

Story getting major national headlines

Yelp Active cleanup filter still live

445 live reviews

358 not recommended/filtered

204 removed reviews

Click to expand...

Good job on this.

update 3-18-18 1124am est *Yelp's active cleanup filter still active 53 live reviews 161 not recommended and 2127 Reviews Removed

How does Yelp algo determine which review to remove/filter?

hippo123 said:

How does Yelp algo determine which review to remove/filter?

Click to expand...

From previous case studies, once he active cleanup filter is live, I believe it's all manually reviewed until the velocity of reviews stop coming in, or 30 days.

I'm guessing by april 1, the active cleanup filter will go away.

It's kind of funny, yelp's tos state that, they are not in a position to agree or disagree with the legitimacy of an opinion. So by definition their own active cleanup filter is against their own tos.

Thinking about now, if the the referral source of the visit to yelp to place a review was from a news website then that could be a filter - which would get removed asap during these active cleanup times.

We all could run a test on this. 5 people visit the coffee shops website then place a yelp review then 5 people visit a online news article about this coffee shop and place a review.


Active Cleanup Alert
This business recently made waves in the news, which often means that people come to this page to post their views on the news.

While we don’t take a stand one way or the other when it comes to these news events, we do work to remove both positive and negative posts that appear to be motivated more by the news coverage itself than the reviewer’s personal consumer experience with the business.

As a result, your posts to this page may be removed as part of our cleanup process beginning Thursday, March 1, 2018, but you should feel free to post your thoughts about the recent media coverage for this business on Yelp Talk at any time.

update 3-26-18 yelp active cleanup filter still up 29 live reviews

67 not recommended

and
2406 Reviews Removed for Violating tos

it looks like yelp is bring this place back to how it was before the news broke out

* notes in the future let orm clients facing negative viral news to wait it out

note that organically this coffee shop is ranking #1 for oakland coffee shop