Update: Some time after I made this post it appears the feature is available again, apparently with no more safeguards than before.
Just five days after adding a new click-to-call function to local map search, Google appears to have removed the feature and replaced it with a much less convenient SMS service. The change was probably due to widespread use of the system for prank calls. Click-to-call let you click a link next to any businesses listing on Google Local, enter your phone number and then contact the business as Google used a VOIP line to call both phones simultaneously. I was excited about the service when I first reviewed it but didn’t even think about using it to make the local Republican party office call the local porn store until reading about the idea on other blogs. Apparently Google and I were both too naive about the anti-social side of social software.
Though there’s little to stop prank callers on standard phones, the click-to-call program was new to people and was too easily gamed. The replacement feature is titled “send to phone” and sends a businesses details to your phone by SMS. That’s not nearly as useful but removes the risk of prank calls. We were first told about the change today by the blog PinkPrankRadio.
It would be good to see the click-to-call function returned with some kind of safeguard, SMS confirmation for first time use of the system wouldn’t be difficult. For now though, there are probably thousands of people at businesses around the US cursing eachother (and in some cases Google) over the phone.
Not to take this too seriously, but it does bring to mind previous conversation we’ve had here about the importance of security if Google is going to convince the world to use its hosted office productivity applications.
Too bad, it was a pretty cool feature. It’s easy to see why they pulled it though, i’m sure they already have more than a couple annoyed people on their backs. I can’t say i see the SMS feature being nearly as useful…
but i really like the Send to Phone feature because i can save the numbers for later use.
Perhaps this is why Google has now included Skype in the Google Pack? They could change Click-to-Call from what it was into a Skype link so that the business will call you back via Skype. They could engineer it in a way where you don’t need to specify your number or username, but it’s all done automatically.
Was it really that necessary in the first place? I mean I’m looking at the number…do I really need them to dial it and connect me?
the real problem here is that their provider in florida voip inc keeps failing
Too funny…takes the Jerky boys to a whole new level…
Sunt Eu PikaNosUanted
Pika Nu Fi Prost
Just a minor correction: Google Local was renamed Google Maps some months ago. It no longer exists.
That is exactly why we use verification calls for our wake up call service here at Snoozester.
Thanks Sam, I caught the change from Maps to Local but totally missed the memo on the change back from Local to Maps in April. Google Local will hereby be stricken from my vocabulary. Much appreciated.
Marshall, I am still able to make/take those calls.
-Vivek
Thanks Vivek, I see that it’s back up and have updated the post.
I just checked and I don’t see the feature. Sounds like they can’t decide whether or not to put it back up.
Yah, I can’t say it seemed like something that was thought through. Of course, I might be biased since my friend connected me to Alcoholics Anonymous and Sex Addicts Anonymous as a prank.
I thought my number had been comprimised until he finally called me laughing 10 minutes later.
Why don’t they implement a simple security measure to prevent the prank calls. For example, after entering the click to call information and hitting submit, they could have instructions to type in a 4-digit number into the phone after picking it up and before connecting to the business listing. This would prevent a user from connecting the Republic Party Number with the Porn Shop. Instead, the person answering at the Republic Party Number would hear a Google Recording saying something like, “This is Google Click-to-Call. Please enter the 4-digit code to connect.”
Shows how a big gaint like Google can also falter sometimes while being enthusiastic in taking the new service to the user.
An instance of what its competitors can learn and make a better decision to compete with google.
I wonder if MSN will follow suit and pull the feature on their Live Local site.
You really thought that it wouldn’t be great fun to pull pranks and vandalism on all your baby billionaire pals at Google, or your wealthy self señor Arrington?
While ya’ll capitalize on the way hype can hyper-inflate the valuation of tech companies, we working slobs who slaves for the business ‘visionaries’ get to at least expose stupid business ideas with technology pranks.
But then I guess ya’ll are laughing all the way to the bank so don’t bitch too much about it.
So, what does eBay do with Skype now…wasn’t the justification largely the delighted vendors getting click to call
I’m sure Google is implementing workarounds. There are a number of ways to eliminate this behavior and Google is smart enough to fix it. Less than a month until this feature is back up, with a simple DTMF security code required before the call is connected. It can even be as simple as the call identifying itself as google c2c and the user pressing “1″ to connect. Republican party headquarters and porn stores aren’t going to be likely to press 1 if they think there’s a possibility they may be connected to the other.
Wow. Yeah, I’d never thought of the pranking opportunities. But your idea for an SMS based safeguard seems like a great idea…Except for, how would it work with traditional landline phones? Maybe Google would call the number and confirm it (they did that for my Adsense account).
They can partner with eBay, get share from Skype monetization if Google wants to do it. It would be even better if Skype can develop a web version of the tool so that even you don’t have a client installed you still can use their service.
Wouldn’t this be great?
Hi Marshall,
I’m a big follower of your blog and normally you are bringing us the coolest newest news out there but this feature has been available for months on local.live.com allthough it also appers that it has been recently removed by the same reason.
Hmm, I just checked and it appears to be working just fine.
Google’s Click-to-Talk is not a new service, however, it brings more value to the map listing. I work for a company (www.jaduka.com) that provides a similar service – and you get the first 60 minutes of calls free. We had the same push back in the beginning — prank calls and such — so we implemented a security measure similar to what Jason outlined. Our customers asked asked us to remove the security feature. While there were a few prank calls to begin with, the value of increased calls far outweighed the negatives.
I’m sure that’s the reason Google reinstated the service.
As far as the VoIP issue goes, Jaduka’s service is not restricted to VoIP. It works with any phone.
I just used it and it worked perfectly! Their voip provider in Florida must be on top of it — I love this service and plan to use it when I travel.
We were just planing to do something on the same way and we had some troubles too: http://www.clicktocall.com.br.
Hanna