Google released a Q&A feature to Search and Maps. The feature allows businesses to add FAQs that will display directly from organic SERPs to provide users with more information. Searchers can also submit questions directly in the SERP and receive answers to their questions from anyone in the community, not just from the business itself.
At this time, it doesn’t appear there are many limitations to what can be posted, but individuals are able to report/flag a comment or question if it is:
- Hate, violent or inappropriate
- Advertising or spam
- Conflict of interest
- Copyright / legal violation
- Incorrect information
- Another policy violation
Looking at these negative attributes alone, it seems there will be a lot Google will need to manage. At this time, it’s unclear how the reporting process works, but it appears it may require manual action on Google’s end.
People are currently posting questions in multiple languages. We think this is something that Google may need to address in the future.
The initial roll-out was for users on Android devices, and recently the feature has been included for all mobile browsers.
IMI Recommends: Businesses should consider implementing their own Q&A because of the influence that reviews and comments have on users’ decision-making. It’s important that businesses are active, monitoring and responding to questions and answers about the location(s).