This page is part of a global project to create a better online reviews system. If you want to know more or give your feedback, write at antoine@soch.at and we’ll grab a beer ;)
Businesses, especially small ones, may find themselves listed and reviewed on platforms without their explicit consent.
Platforms like Yelp and Tripadvisor operate under legal protections that allow them to host user-generated content without direct liability for the reviews posted. This immunity is granted under Section 230 of the Communications Decency Act, which shields platforms from being held accountable for third-party content, including negative reviews .
Many businesses express frustration about this system because it means they cannot easily remove their listings or control reviews on these platforms. For example, Yelp does not allow businesses to delist themselves, meaning users can leave reviews regardless of whether the business has claimed its profile. While businesses can manage and respond to reviews, they do not have the power to prevent reviews from being posted in the first place.
Not only should businesses have some control over their online reputation, but receiving feedback, particularly negative feedback, can be emotionally taxing. Consent should be a fundamental part of this process. Feedback without explicit consent should not be allowed.
On most platforms, registering a business grants more control, such as the right to reply to reviews or flag inappropriate feedback, which helps maintain a healthy review system.
- Require explicit consent for listings. Platforms should not list businesses without their explicit consent, ensuring that businesses can manage their online reputation from the start.
- Highlight positive recommendations. Implement a system where only positive recommendations are displayed organically, or at least show positive recommendations first. This approach would lessen the impact of negative reviews and still be helpful for potential customers. If a reader doesn't see positive recommendations on something important to them, they may be less inclined to purchase, but the business wouldn't suffer as much from a bad reputation.