Citation Building

SOP-05: Citation Building & NAP Management

Last Updated: 2026-03-31 Owner: GBP Specialist Status: Active

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Overview

This SOP covers the systematic building and management of local business citations across prioritized directories. Citations are mentions of a business name, address, and phone number (NAP) on external websites. Citations improve local search visibility, influence map pack rankings, and establish business authority. The GBP Specialist manages citation campaigns through BrightLocal, maintains NAP consistency, monitors citation accuracy, and coordinates with the SEO Specialist on offsite strategy alignment.

Key Inputs:

• BrightLocal platform for citation management and tracking
• Client NAP data from Task Tracker onboarding form
• Tiered directory list (prioritized by local search impact)
• Monthly citation building cadence (2-3 new citations per month)
• 04-sop-offsite-seo.md for overall offsite strategy alignment

Escalation Path: GBP Specialist → SEO Specialist → CSM → Ops Lead → Nick

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Niche Citation Directory List

Tier 1 — Core AI surfaces:

• Google Business Profile (Maps/SGE)
• Apple Business Connect (Apple Maps/Siri)
• Bing Places for Business (Bing/Copilot)

Tier 1.5 — Data aggregators:

• Data Axle
• Neustar Localeze
• Foursquare Places (absorbed Factual)

Tier 2 — High-trust review/listing sites:

• Yelp, BBB, Trustpilot, Facebook Page, Nextdoor Business

Tier 3 — Trades/contractor verticals:

• Houzz, Angi, HomeAdvisor, Thumbtack, Porch, BuildZoom

Tier 4 — Brand/knowledge bases (when notable):

• Wikipedia, Wikidata

Niche directories requiring certification:

• Irrigation Association (“Find a Certified Professional”)
• EPA WaterSense (Directory of Certified Professionals)
• CMHA (ICPI-NCMA) — Certified Concrete Paver Installer
• Aquascape — Certified Aquascape Contractor (CAC) locator
• ISA — “Find an Arborist”
• AOLP — Certified Professional directory
• NDS — Certified/Preferred contractor locator
• Synthetic Turf Council — CSTI roster
• Manufacturer programs: Belgard Authorized, Unilock Authorized, Techo-Bloc Techo-Pro
• Decking: TrexPro, TimberTech Pro, Fiberon Certified Installer

No certification required (membership/listing):

• NALP, ASLA FirmFinder, APLD “Find a Designer”, SIMA, PHTA “Find a Pro”
• State associations: CLCA, ALCC, WALP, TNLA, FNGLA

Other directories to consider:

• Fixr, Bark, Manta, Hotfrog, Cylex, Brownbook, ShowMeLocal, EZlocal, MerchantCircle, LocalStack, ChamberofCommerce.com, CitySquares, Tupalo, eLocal, Cityfos, USCity.net
• Design-specific: AD PRO Directory, Gardenista, Dwell Professionals
• Irrigation: Rain Bird, Hunter Preferred Contractor
• Lighting: Kichler, FX Luminaire
• Commercial: The Blue Book Network
• Reviews: GuildQuality, Porch Pro, Pro Referral by Home Depot, Simply Lawn

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BrightLocal Campaign Setup

Initial Setup

• Login: Teleomedia@gmail.com
• Navigate to Citation Builder → New Campaign → Add New Location → One location
• Most are Service Area Businesses (SABs)

Data Entry

• Connect GBP (button or Google Maps URL method)
• Fill from Cosmo Sheet: business name, address, phone, website, industry (match GBP category), unique reference, Country = USA
• Skip connecting Facebook & GA
• Add client contact info, employees, start date, business hours from GBP

Configuration

• Payment methods: Visa, MasterCard, Cash, Personal Check, Invoice
• Business description: use optimized GBP description
• Categories from GBP, prioritize “contractor” terms
• Logo from website (JPEG, max 2MB), 2-3 supporting images

Campaign Settings

• Create Campaign: enable “Service Area Business” + “Hide My Location’s Address”
• Manual Submissions = 30, Remove Harmful Duplicates = Yes, Add Data Aggregators = Yes, Skip Sync & Poster
• Prioritize Niche + High Authority citation targets
• Do Not Publish Address for SABs

Notifications

• Email notifications to team@tektongrowth.com or info@tektongrowth.com

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SECTION 1: CITATION TIER FRAMEWORK

Overview

Citations are categorized by impact and relevance. Tekton Growth prioritizes a tiered approach: build Tier 1 and Tier 1.5 first (highest impact), then Tier 2-4 as resources allow.

Citation Tiers (Ranked by Local Search Impact)

TIER 1: Core Local Search Surfaces (MUST-HAVE)

These are the dominant platforms for local search visibility. All clients should have citations on all Tier 1 surfaces.

Directory	Impact	NAP Required	Verification
Google My Business (GBP)	Critical (primary ranking factor)	Yes (exact)	Already optimized in P2
Apple Maps	High (iOS users, map rankings)	Yes (exact)	BrightLocal submission
Yelp	High (consumer trust, rankings)	Yes (exact)	BrightLocal submission
Facebook	High (social proof, reviews, local relevance)	Yes (exact)	BrightLocal submission
BBB (Better Business Bureau)	Medium-High (trust, some rankings)	Yes (exact)	BrightLocal submission

Timeline: Tier 1 citations completed within first month (P2) Responsibility: GBP Specialist via BrightLocal Cadence: One-time setup, then ongoing accuracy monitoring

TIER 1.5: Major Data Aggregators (High Priority)

Aggregators distribute business data to hundreds of downstream directories. Claiming/updating on aggregators improves consistency across the web.

Directory	Impact	Primary Use	Verification
Whitepages	Medium (data distribution hub)	Residential/business directory	BrightLocal submission
YP (YellowPages)	Medium (legacy, still referenced)	Listings aggregator	BrightLocal submission
Manta	Medium (business directory aggregator)	B2B citation source	BrightLocal submission
Trustpilot	Medium (reviews + citations)	Review platform, consumer trust	BrightLocal submission

Timeline: Tier 1.5 completed in Month 1-2 of P2 Responsibility: GBP Specialist via BrightLocal Cadence: One-time submission, then ongoing monitoring

TIER 2: Industry-Specific Directories (High Relevance)

Vary by business vertical. These directories are relevant to specific industries but don’t apply to all clients.

Directory	Best For	Impact	Verification
Angie’s List	Home services (plumbing, HVAC, electrical, landscaping)	High (service industry authority)	BrightLocal or direct
HomeAdvisor	Contractors (remodeling, HVAC, plumbing)	Medium-High (lead generation, rankings)	BrightLocal or direct
ThumbTack	Local services (all types)	Medium (lead generation)	BrightLocal or direct
Healthgrades	Medical/dental professionals	High (healthcare authority)	BrightLocal or direct
Yelp	All verticals (especially food, beauty, services)	High (reviews, rankings)	BrightLocal submission
ZipRecruiter	Service businesses seeking employees	Low (professional association)	Direct submission
State/Local Professional Boards	Licensed professionals (contractors, attorneys, CPA, real estate)	High (authority, credibility)	Direct submission or BrightLocal

Timeline: Tier 2 starts in Month 2 of P2, rolled out over P2-P4 Responsibility: GBP Specialist with SEO Specialist guidance on priority directories Cadence: 1-2 citations per month

TIER 3: Trade Verticals & Niche Directories (Medium Priority)

Highly specific to industry. Examples:

Directory	Industry	Impact	Verification
Findlaw	Legal services	Medium (authority, SEO benefit)	Direct submission
Psychology Today	Mental health professionals	Medium (authority)	Direct submission
CarFax/AutoTrader	Auto mechanics, auto services	Low-Medium	Direct submission
OpenTable	Restaurants	High (bookings, rankings)	Direct submission
Zillow/Realogy	Real estate	High (industry standard)	Direct submission

Timeline: Tier 3 starts in Month 3 of P4, as bandwidth allows Responsibility: SEO Specialist identifies; GBP Specialist may execute via BrightLocal or direct Cadence: 1 per month or as identified

TIER 4: Brand & Knowledge Bases (Low Priority)

Directories where business information appears naturally or is claimed by business.

Directory	Type	Impact	Verification
Wikipedia	General knowledge base	Low (SEO benefit, authority)	Not applicable (rare)
Crunchbase	Company profile (tech companies)	Low (B2B, information only)	Claim/update if exists
Local Chamber of Commerce	Business association	Low-Medium (community, SEO)	Direct submission
Business.com	Business profiles	Low (directory)	Claim/update

Timeline: Tier 4 addressed as time permits in P4+ Responsibility: SEO Specialist guidance; GBP Specialist executes Cadence: 1 per quarter or as identified

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SECTION 2: NAP CONSISTENCY RULES

Trigger

Any citation submission or update

Owner

GBP Specialist

NAP Consistency Standards

NAP = Name, Address, Phone

All citations across all directories must match exactly for maximum local search authority.

NAME Consistency Rules

Exact Match Rule:

• Business name must be identical across all directories
• Source: Use business name from GBP profile (source of truth)
• Example: If GBP is “ABC Plumbing, Inc.”, then all citations must be “ABC Plumbing, Inc.” (not “ABC Plumbing” or “ABC Plumbing Inc” without comma)

Special Cases:

• Avoid abbreviations (e.g., “St.” instead of “Street”; “Ave.” instead of “Avenue”)
• Avoid DBA variants (e.g., “ABC Plumbing” vs “ABC Plumbing & Repairs”)
• If client operates under multiple names, use PRIMARY name in all public citations; DBA can be noted in description field
• Example: “Primary: ABC Plumbing | DBA: ABC Emergency Services” — cite as “ABC Plumbing” with note in description

Verification:

• Compare each citation to GBP profile before submission
• Do NOT assume directories auto-correct; manually verify entry before publishing

ADDRESS Consistency Rules

Exact Match Rule:

• Street address must match exactly across all directories
• Include: Street number, street name, suite/unit if applicable
• Source: Use address from GBP profile (verified and current)

Format Standards:

• Spell out street names (not abbreviated)
• Example: “123 Main Street” not “123 Main St”
• Suite/unit: Include full unit info
  • Example: “123 Main Street, Suite 200” (not “123 Main Street Ste 200”)
• City: Spell completely, match GBP
• State: Two-letter abbreviation (CA, NY, TX, etc.)
• ZIP code: 5-digit (not ZIP+4 unless required)

Service Area Businesses (SAB):

• If business is SAB (serves multiple cities), address may be office location or mailing address
• Consistent rule: Whatever address is in GBP = citation address
• Note in directory fields: “Service area: [City 1], [City 2], [City 3]”

Verification:

• Google Maps street view check (does address exist and match?)
• Compare to onboarding form address
• Verify with client if unsure

PHONE Consistency Rules

Exact Match Rule:

• Phone number must be identical across all directories
• Source: Use phone from GBP profile (verified, monitored inbox)
• Format: Always use same format (e.g., (555) 123-4567)

Format Standards:

• Consistent formatting: (555) 123-4567 is standard; avoid 555-123-4567 or 5551234567
• Use primary business line (not extensions, not cell, not personal)
• Verified number (monitored by client or GBP Specialist, responds to inquiries)

Multiple Locations:

• If client has multiple locations: Each location gets own phone number in its own citations
• Do NOT use same number for all locations (creates confusion)
• Each location’s GBP profile phone = that location’s citation phone

Verification:

• Call the number; confirm it reaches correct business
• Verify it’s monitored inbox (not voicemail that never gets checked)
• If number changes, update all citations systematically

NAP Verification Checklist

Before submitting ANY citation, verify:

• ✅ Name: Exact match to GBP profile (no abbreviations, no variants)
• ✅ Address: Exact match to GBP profile (no shorthand, full street/suite)
• ✅ Phone: Exact match to GBP profile, proper formatting
• ✅ Spelling: No typos in name, address, phone
• ✅ Consistency: Compare to previous citations already submitted (should all match)
• ✅ Format: Address format consistent with other citations
• ✅ Current: NAP data no more than 30 days old (if verified recently with client)

If any discrepancy found: DO NOT SUBMIT. Correct GBP profile first, then submit citation.

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SECTION 3: BRIGHTLOCAL CAMPAIGN WORKFLOW

Trigger

• P2 onboarding: Client added to BrightLocal during P0, citations begin in P2
• Ongoing: Monthly cadence of 2-3 new citations per month

Owner

GBP Specialist (executes); SEO Specialist (reviews priority directories)

BrightLocal Setup (One-Time)

Step 1: Add Client to BrightLocal Account (If Not Already Done)

• This happens in P0 (CSM or GBP Specialist adds client)
• Verify client exists in BrightLocal dashboard
• Confirm client profile shows NAP data accurately

Step 2: Create Citation Campaign in BrightLocal

• Log into BrightLocal dashboard
• Click “Create Campaign” or “New Project”
• Enter client details:
  • Business name (exact from GBP)
  • Address (exact from GBP)
  • Phone (exact from GBP)
  • Website URL (from GBP)
  • Primary business category (from GBP)
• Select campaign type: “Citations” or “Review Building” (choose “Citations”)
• Save campaign

Step 3: Configure Directory Selection in BrightLocal

• BrightLocal shows available directories for submission
• Prioritize based on Tier framework (start with Tier 1, then Tier 1.5)
• Select directories in order:
  • All Tier 1 directories available in BrightLocal
  • All Tier 1.5 data aggregators
  • Industry-specific Tier 2 (based on client vertical)
  • Save selection

Step 4: Review Submission Settings

• Verify NAP data correct in all fields
• Check business category selections
• Confirm website URL
• Review any additional fields (hours, services, description) — these should match GBP
• Do NOT auto-submit all directories at once. BrightLocal allows selecting directories to submit to; choose manually by tier and priority

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Monthly Citation Submission Process

Timeline: Beginning of each month (by 5th) for ongoing cadence Cadence: 2-3 new citations per month per client Responsibility: GBP Specialist (execution), SEO Specialist (approval of priority directories)

Step 1: Coordinate with SEO Specialist

• By 1st of month: Notify SEO Specialist which 2-3 directories will be submitted that month
• Example: “Submitting to Whitepages, YP, and Manta for ABC Plumbing this month”
• SEO Specialist approves or suggests changes based on offsite strategy
• Document decision in Task Tracker

Step 2: Verify Current NAP in BrightLocal

• Log into BrightLocal
• Navigate to client campaign
• Verify NAP fields are current (within last 30 days of client verification)
• If outdated, update to match current GBP profile
• Never submit outdated NAP

Step 3: Select Directory Submissions

• In BrightLocal, select 2-3 directories to submit to that month
• Follow tier priority:
  • Month 1: 2 Tier 1 (if not done), 1 Tier 1.5
  • Month 2: Remaining Tier 1 (if any), Tier 1.5, 1 Tier 2
  • Month 3+: Mix of Tier 1.5, Tier 2, as identified
• Avoid submitting to same directory twice (BrightLocal tracks this)

Step 4: Pre-Submission QC

• Review NAP one final time in BrightLocal forms:
  • ✅ Name matches GBP exactly
  • ✅ Address matches GBP exactly
  • ✅ Phone matches GBP exactly
  • ✅ Website URL correct
  • ✅ Business category relevant
  • ✅ Any description or hours fields accurate
• Screenshot NAP fields for audit trail

Step 5: Submit

• Click “Submit” or “Confirm Submission” in BrightLocal
• BrightLocal sends data to selected directories
• Save confirmation from BrightLocal (screenshot or note completion date)

Step 6: Track Submission Status

• BrightLocal tracks submission status for each directory
• Possible statuses:
  • Pending: Submitted, awaiting directory review
  • Active/Listed: Citation appeared on directory
  • Failed: Directory rejected or submission error
  • Verified: Citation verified as active
• Check status weekly; document in Task Tracker

Step 7: Document in Task Tracker

• Create monthly log entry: “[CLIENT] — Citation Submissions — [Month]”
• Record:
  • Directories submitted to: [Whitepages, YP, Manta]
  • Submission date: [MM/DD/YYYY]
  • NAP verified: Yes
  • Approval: [SEO Specialist approval noted]
  • Status tracking: [Links to BrightLocal or status notes]

Step 8: Follow-Up on Failures

• If directory rejected submission:
  • Diagnose reason (check BrightLocal error message)
  • Common issues: Duplicate listing exists, NAP format wrong, business category not matching
  • If duplicate: Note in Task Tracker as “Duplicate found — coordinate with SEO on consolidation strategy”
  • If format error: Correct in BrightLocal and resubmit next month
  • If category mismatch: Update BrightLocal category and resubmit

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SECTION 4: CITATION MONITORING & ACCURACY MAINTENANCE

Trigger

• Weekly: Monitor status in BrightLocal
• Monthly: Comprehensive accuracy audit
• Ongoing: Address discrepancies as discovered

Owner

GBP Specialist

Weekly Citation Monitoring

Time allocation: 30 minutes, Monday morning

Step 1: Log into BrightLocal

• Navigate to client campaigns
• View “Submission Status” for all active campaigns

Step 2: Check Status Changes

• Identify any citations that moved from “Pending” to “Active”
• Note any citations that failed (status: “Failed”)
• Document status updates in Task Tracker

Step 3: Flag Issues

• If citation appears with incorrect NAP (e.g., wrong phone number):
  • Screenshot error
  • Document in Task Tracker as “Citation NAP Error — [Directory] — [Error detail]”
  • Escalate to SEO Specialist (may require direct correction with directory)
• If citation is duplicate of existing listing:
  • Flag for SEO Specialist review (duplicates need consolidation strategy)

Step 4: Summary Log

• Record: “Citations active: X, Pending: Y, Failed: Z”
• Note any issues flagged

Monthly Comprehensive Citation Audit

Timeline: By 15th of each month Time allocation: 1-2 hours per client with multiple citations

Step 1: Export Citation Report from BrightLocal

• BrightLocal allows exporting citation status for all directories
• Export shows: Directory, NAP as listed, Status, Last updated date
• Save to /client-files/[CLIENT]/Citations/[Month-Year]-Audit.xlsx

Step 2: Verify NAP Accuracy in Each Citation

• Spot-check 5-10 citations per client (if many citations, sample check)
• For each citation checked:
  • Log into directory website
  • Search for business
  • Compare listed NAP to GBP profile
  • Verify: Name exact match, Address exact match, Phone exact match
• Document findings:
  • ✅ Accurate: NAP matches GBP perfectly
  • ⚠️ Minor: Formatting different but correct info (e.g., phone shows as 555.123.4567 instead of (555) 123-4567)
  • ❌ Error: NAP doesn’t match (wrong address, wrong phone, name variant)

Step 3: Document Discrepancies

• Create issue log in Task Tracker: “[CLIENT] — Citation Accuracy Issues — [Month]”
• Format:

  Directory: [Name]
  Issue: [What's wrong]
  Current: [What's listed]
  Should be: [What GBP shows]
  Status: [Reported to directory / Awaiting correction / Corrected]

Step 4: Prioritize Corrections

• High priority (fix immediately):
  • Wrong phone number (affects customer contact)
  • Duplicate listings (confuses customers, dilutes rankings)
  • Missing address (SAB should show service area, not blank)
• Medium priority (fix this month):
  • Name formatting (variant spelling, abbreviation)
  • Address formatting (street abbreviation, suite formatting)
  • Outdated hours or website URL
• Low priority (monitor, flag next quarter):
  • Minor formatting (e.g., phone format difference that doesn’t affect use)
  • Descriptions that are slightly outdated but still relevant

Step 5: Correct Citation Errors

• For corrections through BrightLocal:
  • Log into BrightLocal
  • Update NAP in campaign
  • BrightLocal may allow re-submitting correction to directory
  • Follow on-screen instructions to resubmit
• For direct directory correction (if BrightLocal doesn’t support):
  • Log into directory website directly
  • Claim/edit business profile
  • Correct NAP field
  • Save changes
  • Document in Task Tracker that corrected directly

Step 6: Monthly Audit Report

• Document in Task Tracker: “[CLIENT] — Monthly Citation Audit — [Month]”
• Include:
  • Total citations active: X
  • Citations checked: Y (% of total)
  • Accurate: Z (%)
  • Issues found: [#]
  • Corrections made: [#]
  • Outstanding issues: [List with priority]
  • Plan for next month: [Any corrections pending]

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SECTION 5: DUPLICATE LISTINGS & CONSOLIDATION

Trigger

• Duplicate listing discovered during monitoring
• Client informs of multiple listings
• Citation audit reveals duplicates

Owner

GBP Specialist (identifies); SEO Specialist (strategy on consolidation)

Duplicate Identification

Common duplicate scenarios:

• Client created account on directory, then we submitted via BrightLocal (now 2 listings)
• Old business listing from previous business owner still active
• Directory has both verified and unverified version of same business
• Listings with slight name variations (e.g., “ABC Plumbing” vs “ABC Plumbing Inc”)

Consolidation Process

Step 1: Confirm It’s a Duplicate

• Verify both listings are for same business (same address, phone area code, etc.)
• Check both listing creation dates in directory
• Note which listing is older and which is newer

Step 2: Escalate to SEO Specialist

• Message in Task Tracker: “[CLIENT] — Duplicate Directory Listing Found”
• Provide:
  • Directory name
  • URL of both listings
  • Current status of each (if one is verified, if one is old, etc.)
  • Recommendation: Merge, consolidate to one listing, or keep both

Step 3: Consolidation Strategy

• SEO Specialist decides:
  • Option A (Preferred): Merge listings in directory (if possible) to keep historical data and reviews
  • Option B: Delete duplicate, keep verified listing
  • Option C: Keep both (rare; only if legitimately different business units)
• Document decision in Task Tracker

Step 4: Execute Consolidation

• If merging: Follow directory’s merge process (usually requires claiming and managing both)
• If deleting: Delete via directory admin, confirm deletion
• If keeping both: Update both to have current, consistent NAP
• Screenshot confirmation and save to /client-files/[CLIENT]/Citations/Duplicates-Resolved.txt

Step 5: Update BrightLocal

• Remove duplicate from BrightLocal campaign tracking (if it was being tracked)
• Update active campaign to reflect consolidated listing
• Note resolution in BrightLocal notes

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SECTION 6: CITATION STRATEGY & OFFSITE SEO ALIGNMENT

Trigger

• P2 onboarding: Citation strategy begins
• Monthly: Ongoing execution per cadence
• Quarterly: Strategy review with SEO Specialist

Owner

GBP Specialist (execution); SEO Specialist (strategy & priority)

Citation Role in Offsite SEO Strategy

Citations as part of larger offsite strategy (reference 04-sop-offsite-seo.md):

Citations are one pillar of offsite SEO authority building:

1. Citations (this SOP) — NAP consistency, directory presence, local authority
2. Backlinks (offsite SOP) — Domain authority, topical relevance
3. Review signals (review SOP) — Trust, recency, engagement

Citation-specific benefits:

• Verify business legitimacy (citations = proof of existence across web)
• Improve local search visibility (more citations = higher local rankings)
• Support GBP ranking factors (consistent NAP signals to Google)
• Generate referral traffic (citations can include clickable links)
• Build brand authority (presence across trusted directories)

Monthly Citation Planning (Coordinated with SEO Specialist)

Timeline: By 1st of each month

Coordination process:

1. GBP Specialist sends SEO Specialist:

   • Proposed directories for submission this month (2-3 directories from tier roadmap)
   • Reasoning (which tier, why relevant to client)
   • Timeline for submission

2. SEO Specialist reviews & approves:

   • Confirms alignment with offsite strategy
   • May suggest priority adjustment
   • Approves submission or requests change
   • Documents decision in Task Tracker

3. GBP Specialist executes:

   • Submits to approved directories
   • Tracks status
   • Reports back to SEO Specialist with submission confirmation

4. Monthly reporting (to CSM & client):

   • Citations submitted this month: [Directory names]
   • Status: [Active/Pending/Verified]
   • Total active citations: [#]
   • Offsite strategy progress: [Brief note on how this supports ranking effort]

Long-Term Citation Roadmap

Year 1 Citation Goals (per client):

• Month 1-2: Complete Tier 1 (5 citations minimum)
• Month 2-3: Complete Tier 1.5 (4 citations minimum)
• Month 3-12: Add Tier 2 industry-specific (8-12 citations)
• Target by end of Year 1: 15-20+ citations across all tiers

Year 2+ (Ongoing):

• Tier 3-4 as identified by SEO Specialist
• Monitor and maintain existing citations
• Annual review of citation strategy with SEO Specialist

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SECTION 7: CITATION TROUBLESHOOTING & ESCALATION

Citation Submission Rejected by Directory

Symptom: BrightLocal shows “Failed” status with error message

Troubleshooting:

1. Check error message in BrightLocal (hover over failed status)
2. Common reasons:
   • Duplicate detected: Directory already has listing; escalate to SEO Specialist for consolidation
   • Invalid NAP format: Re-check NAP in BrightLocal; ensure proper formatting
   • Category mismatch: Update category in BrightLocal to match directory options
   • Missing required field: Some directories require hours or additional info; add if possible
3. Correct issue and resubmit next month (don’t repeatedly submit same error)

Escalation: If error persists after 2 attempts, escalate to SEO Specialist

Citation Shows Incorrect Information

Symptom: Citation exists but has wrong NAP (wrong phone, old address, etc.)

Troubleshooting:

1. Verify GBP profile has correct NAP (source of truth)
2. Log into directory directly and attempt to claim/edit profile
3. If successful: Update to correct NAP and save
4. If unsuccessful (directory doesn’t allow edit): Contact directory support or flag for deletion
5. Document action in Task Tracker

Escalation: If directory won’t correct and won’t merge/delete, escalate to SEO Specialist for strategy

Low Citation Volume or Stalled Progress

Symptom: Only have 5-8 citations after several months, not reaching tier goals

Analysis:

1. Review which tiers have been completed
2. Identify blockers: Are directories rejecting? Is cadence not being followed?
3. Check coordination with SEO Specialist (may not have provided priority directories)
4. Assess BrightLocal campaign setup (may not have directories selected)

Escalation: Discuss with SEO Specialist to accelerate roadmap or adjust strategy

Citation Ranking Impact Not Visible

Symptom: Citations built but not seeing ranking improvements in Local Dominator

Important Note:

• Citations take 3-6 months to impact rankings (not immediate)
• Other factors (on-page, backlinks, reviews) also influence rankings
• Local Dominator tracks rankings; citation impact is cumulative with other SEO work
• Do NOT adjust citation strategy based on immediate rank feedback
• Trust the long-term citation building strategy and report cumulative impact quarterly

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SECTION 8: COMMUNICATION & DOCUMENTATION

Trigger

All citation actions documented in Task Tracker

Owner

GBP Specialist

Task Tracker Documentation Standard

Every citation action logged with:

1. Client name
2. Action type (Submitted, Verified, Corrected, Duplicate found, etc.)
3. Directory name
4. Date
5. Status
6. Notes

Format example:

[CLIENT] — Citation Actions — [Month/Year]

2026-03-05 | Submitted | Whitepages | Pending | NAP verified match GBP
2026-03-10 | Verified | YP (YellowPages) | Active | Citation live and accurate
2026-03-15 | Corrected | Manta | Active | Phone number was incorrect, updated via directory
2026-03-20 | Duplicate found | Yelp | Active | Old listing found; marked for consolidation with SEO
2026-03-25 | Monthly audit | All | Mixed | 12 total active, 1 pending, 1 issue (see details below)

Monthly Citation Report to SEO Specialist

By 25th of each month, send Task Tracker summary to SEO Specialist:

[CLIENT] — Monthly Citation Report — [Month/Year]

SUBMISSIONS THIS MONTH:
- [Directory 1]: Submitted [date], Status: [Pending/Active]
- [Directory 2]: Submitted [date], Status: [Pending/Active]
- [Directory 3]: Submitted [date], Status: [Pending/Active]

CUMULATIVE CITATIONS:
- Total active: [#]
- Total pending: [#]
- Tier 1 complete: Y/N
- Tier 1.5 progress: [#]/4
- Tier 2 progress: [#]/[target]

ISSUES IDENTIFIED:
- [Any duplicates, accuracy errors, or failed submissions]

PLAN FOR NEXT MONTH:
- Proposed next submissions: [Directories]
- Priority: [Tier being addressed]

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SECTION 9: QC CHECKLIST FOR EVERY CITATION SUBMISSION

Before submitting to BrightLocal, verify:

• ✅ NAP verified: Compare GBP profile to BrightLocal entry (name, address, phone exact match)
• ✅ No abbreviations: Street spelled out, no “St” or “Ave”
• ✅ Phone formatted: Consistent format (e.g., (555) 123-4567)
• ✅ Address complete: Includes street, city, state, ZIP
• ✅ Suite/unit included: If applicable to business address
• ✅ Website URL current: Matches GBP profile
• ✅ Business category appropriate: Matches primary service in GBP
• ✅ No duplicates: Verified directory doesn’t already have active listing
• ✅ Hours current: If directory requires hours field, matches GBP
• ✅ Directory priority confirmed: Aligned with tier strategy
• ✅ SEO Specialist approval: (If required per coordination process)

If any item fails QC: Do NOT submit. Correct in BrightLocal and re-check.

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MONTHLY EXECUTION CHECKLIST

By 1st of Month:

• ✅ Coordinate with SEO Specialist on 2-3 directories for submission
• ✅ Document plan in Task Tracker
• ✅ Verify current NAP in BrightLocal

By 5th of Month:

• ✅ Complete QC checklist for all submissions
• ✅ Submit 2-3 citations via BrightLocal
• ✅ Document submission details in Task Tracker

By 15th of Month:

• ✅ Check submission status in BrightLocal
• ✅ Conduct comprehensive monthly citation audit
• ✅ Identify any accuracy issues or duplicates
• ✅ Document audit report in Task Tracker

By 25th of Month:

• ✅ Complete corrections on any identified errors
• ✅ Follow up on any pending submissions
• ✅ Prepare monthly report for SEO Specialist

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RELATED DOCUMENTATION

• 01-role-gbp-specialist.md — Full GBP Specialist role overview
• 02-sop-gbp-management.md — GBP profile setup and optimization
• 04-sop-offsite-seo.md — Full offsite SEO strategy including citations, backlinks, review signals
• 06-sop-rank-tracking.md (referenced for Local Dominator ranking tracking)
• 00-client-lifecycle-playbook.md — Client lifecycle phases

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Performance KPIs

KPI	Target	Frequency	Owner
Monthly citations submitted	2-3 per client	Monthly	GBP Specialist
Tier 1 completion	100% of clients within Month 1 of P2	One-time	GBP Specialist
Tier 1.5 completion	100% of clients within Month 2 of P2	One-time	GBP Specialist
NAP consistency	100% of citations match GBP exactly	Per submission	GBP Specialist
Citation accuracy audit	Monthly, 100% of active citations verified	Monthly	GBP Specialist
Duplicate identification	100% of duplicates flagged within 30 days	Monthly	GBP Specialist
Submission success rate	90%+ of submissions accepted by directories	Monthly	GBP Specialist
SEO Specialist coordination	All submissions pre-approved before submission	Per submission	GBP Specialist + SEO Specialist

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Document Version: 1.0 Last Updated: 2026-03-31 Owner: GBP Specialist Next Review: 2026-06-30