Showing posts with label online advertising. Show all posts
Showing posts with label online advertising. Show all posts

Tuesday, 3 January 2012

Cost of Advertising: CPM, CPC and eCPM Demystified

The purpose of this post is to clarify the terms CPM and CPC and also show how to convert from one model to the other.

CPM

CPM stands for Cost per 1000 Impressions (number of times the ad is shown) (M is Roman numeral for 1000). Generally display advertising (e.g. banners) is sold in CPM. If the ad is shown 1000 times the cost will be equal to 1 CPM price. For example, if a publisher charges $10 CPM, that means your ad will be shown 1000 times for $10. If your budget is say $10,000 then mean your ad will be shown 1,000,000 times ($10,000 *(1000/$10) ).

Total Impressions = (Total Cost or Budget) * (1000/CPM)

If you are trying to find out how much you will pay for a given number of impressions then you can use the following formula

Total Cost = (Total Impressions * CPM)/1000

If you notice in the above calculations, there are no mentions of how many people the ad will be shown to or how many clicks will be generated. CPM advertising is solely based on impressions. In theory if you don’t set a frequency cap (i.e. the maximum number of times one person will see your ad) then you could end up serving all the impression to one person only. (If you would like to know more about frequency cap then drop me a line and we can talk further).

CPC

CPC stands for Cost Per Click. Google Adwords made this model popular. Generally search and text advertising is sold by CPC model. In this kind of advertising model you just pay for number of clicks you get on your ads irrespective of number of impressions it takes to generate those clicks. For example, if the CPC is $1.00 and your ad is shown 12,000 times but gets no clicks then you pay nothing. If you get 10 clicks on your ad then you pay $1.00X10 = $10.00.

CPC = Total Cost/Total Clicks

Total Cost = CPC * Total Clicks

Comparing CPM to CPC and vice versa

The goal of advertising using one model versus the other is really dependent on what you are trying to achieve. If your objective is to generate Brand awareness then you might engage in display advertising which will most likely be sold in CPM model. While search ads on Google or text or display advertising on Google Ad Network are sold in CPC model.

Often you will end up comparing two models to figure out where and how to spend your money effectively. To do direct cost comparison you will need to convert CPM to CPC or CPC to CPM pricing.

CPM to CPC conversion

Below is a formula that you can use to calculate a CPC equivalent of a CPM model

CPC = ((Total Impression *CPM)/(1000 *Clicks)

Below is a spreadsheet to show you the same calculation. Let’s take an example of a campaign that costs you $10 CPM and generates 50 clicks in 50,000 impressions.




Formula
CPM
$10
Know value
Impressions
50,000
Know value
Click
100
Expected or Known
Total Cost
$500
Impressions * (CPM/1000)
Cost Per Click
$5
Total Cost/Clicks

The above $10 CPM campaign is equivalent to a $5 CPC campaign.

CPC to CPM conversion

Below is a formula that you can use to calculate a CPM equivalent of a CPC model

CPM = (CPC*clicks*1000)/Total Impressions

Let’s take an example of a campaign that costs $4 per click and generates 100 clicks, resulting in a total spend of $400. Let’s say it took 50,000 impressions to generate those 100 clicks.





Formula
CPC
$4
Known value
Clicks
100
Know values
Total Cost
$400
CPC*Clicks
Impressions
50,000
Impressions * CPM/1000
Cost per 1000 Impressions
8
Total Cost/(Total Impressions/1000)
CPM
$8
Cost per 1000 Impressions


eCPM

The CPM value you get when you convert CPC into CPM is also known as eCPM (effective CPM).

Note: eCPM is also shown in Adsense reports, in that case it is

Total Adsense Revenue /(Impressions/1000)

I have developed few calculators to calculate CPM and CPC, feel free to use them.

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Sunday, 20 September 2009

Are You Wasting Your Advertising?

I hope you have heard the famous words of John Wanamaker "I know half of my advertising is wasted, I just don't know which half."

Today the phrase should be something like “Half my Advertising is wasted because I do not advertise responsibly” or “Half of my advertising is wasted; I can stop that but I fail to use the data”.

Yes that is correct. We have an abundance of data today to help us save the wastage. There is no shortage of tools that will collect all sorts of data. Yet many marketers fail to act responsibly and use this data to stop advertising waste and also save customers from unwanted ads.

Here are some examples that will show you what I mean

  • Newsletter – Nordstrom - In my blog post on email and relevance, I showed an example of an email from Nordstrom that had irrelevant offers. As result of this, not only did Nordstrom waste time, effort and money but also lost a subscriber. Advertising was wasted.
  • Newsletter – Drugstors.com – Same as Nordstrom. Not only did Drugstore lose a subscriber, but a high profile marketing guru “Seth Godin” wrote about this on his blog. Adverting was wasted and resulted in negative publicity.
  • Paid Search – I searched for ‘iPhone Charger” on Google and saw an ad from “Walmart” titled “iPhone”.



    I could take one of the following two actions
    1. Ignore this ad as it does not have relevant copy, which results in lower CTR on the ad and hence higher CPC that Walmart will end up paying in future. (Google punishes you if you don’t have high performing ads).
    2. I click on it and Walmart pays for the click.
    I chose to click on the ad and landed on a page that showed me results for “ipod” instead of “iPhone chargers”. Wow!!! What a mismatch. Net result: My time was wasted with irrelevant results, Walmart wasted its money by paying for click that did not generate any value. Advertising was wasted.


    Here is another example: Search Pay Per Click Tip : A Simple Way to Increase Profit.
  • Offline Advertising – Netflix recently sent me two snail mail pieces on the same day.
    1. Offer to join Netflix and get first month free – Great, I like it, I think I should join Netflix. Wait…I am already a member and receive my movies from them all the time. So should I cancel my subscription and join again to avail this offer? Netflix is known for movie recommendations it makes to its customer based on their past history. Can’t they tie their database to see who is already a member so that they don’t send junk mail to that subscriber? Advertising was wasted.
    2. Offer to recommend Netflix to my friends – They have done it several times now. I have never referred any of my friends as most of them are already subscriber plus who has time to save a print coupon and give it to a friend. The web is full of coupons and they can get it from there. Netflix should have looked at my referral history, I have never referred anybody. Stop sending junk mail and avoid wastage.
  • Display Advertising – We all know the web is full of irrelevant ads. An example is an ad from Air Linus of NYTimes.com for flights from New York to Ireland. I think this works for those who are in New York, but not for me. I live in Seattle. Just because I am browsing NYTimes.com does not mean I live in New York or interested in going to Ireland. Advertising waste could have been avoided by just checking my Geo location. Money Wasted. Advertising was wasted.





Are you advertising responsibly? Are you using data to make sure you are not wasting your adverting?


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Thursday, 26 March 2009

5 Questions To Ask When Choosing Behavioral Advertising Partners

At OMMA Global, this week, I attend a panel titled “Behavioral Advertising Partners: Choosing Wisely”. The panel was moderated by Brian Massey, of ClickZ and the panelists were

Joe Apprendi, Founder and CEO, Collective Media
Richard Frankel, President, Rocket Fuel Inc.
Jeff Hirsch, President & CEO, Audience Science (formerly Revenue Science)
Nancy Marzouk, VP Media Sales, x+1
Dave Zinman, VP and GM Display Advertising, Yahoo

Panelist were asked to come up with one question that the advertiser must ask before making a decision about which networks to use for their Behavioral Targeting campaigns. Here are the 5 questions that they came up with:

  1. Where are my ads going to run?

  2. How am I going to achieve my goals?

  3. What data is going to be used for Targeting?

  4. What is fundamentally different about what your company does as compared to other networks?

  5. Why should I be spending my time with various networks, what do they do different?


It was clear that the onus is on the advertiser to dig in and get their questions answered.

I also suggest reading following two blog posts, which I wrote on this subject, before you start engaging in behavioral targeting.


You might also be interested in other Behavioral Targeting Posts.



I am running for the WAA Board of Directors position and will appreciate your support and vote. To learn why you should vote for me please view my details at WAA Site. If you have any questions please feel to email me at batraonline@gmail.com.

Site: AnilBatra.com
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Monday, 5 January 2009

Search Pay Per Click Tip : A Simple Way to Increase Profit

Visitors go to search engines because they are looking for something. They enter their search query and want the search engine to provide relevant results.

Marketers buy Paid Search listings because they want to cash in on visitors searches by providing relevant product/services/offers etc. Remember, users are looking for results and not another set of search boxes or additional navigation to get to what they want. It is marketers’ responsibility to make sure the offers shown on their landing pages are relevant to the search keyword that the user searched for. DON’T make the visitors search again. Provide the user with relevant results right away. Don’t make people click more buttons or links to find what they are looking for.

You are wasting your money if you are doing PPC without thinking about the experience visitors will get once they click on the ad and land on your site. Landing pages are very critical to the success of any kind of advertising, but are even more critical in search advertising. Visitors don’t have patience. They need answers and if you can’t provide them with one immediately, they will go to a site that does. Your competitors are providing answers just a few clicks away. Here is an example to prove my point:

I searched for “hotels in Vancouver bc” on Google,



I clicked through three results,

  1. Orbitz - Which is the top listing on the left hand side

  2. Hotels.com – which is the 2ndd listing on left hand side

  3. Expedia– Which is on the 1st spot on the top


Which one do you think will be most successful in getting visitor to book a hotel? See the screen shots below and you will know.



Orbitz takes me to a generic hotel search page and wants me to search again. It has “Ski Sale” listed in in-house banners on two prominent places. Where is ANYTHING related to Vancouver BC??? The site wants me to search again and does not provide offers or banners that are speaking to me. This site is pushing what it wants to sell and not what I want to buy. I don’t like it. I click back.



Hotels.com takes me to a generic hotel search page, just like Orbitz did. It shows Bora Bora, New York but Vancouver is nowhere to be found. What, you want me to search again??? Sorry, but I don’t have time. Check your bounce rate, you will see me there.


Expedia shows me the Vancouver hotels right on the landing page, provides me ratings, rates etc. It makes it easy for me to book my hotel. Rather than making me search again, it is getting right to the business of selling.
Which one do you think will drive more conversions? Lesson: When it comes to buying paid search traffic, don’t make your potential customers search again or browse around your site to find what they need because they won’t. Give them a relevant landing page and get to the business of closing the deal.

One thing you might be worried about is how you will go about generating all of these relevant landing pages. There are several tools such as Optimost, Test&Target, Widemile etc. that will take care of this for you. Most of the time you might just setup a generic landing page template and fill-in the content on the fly based on the referring keyword (see Follow the Search blog post that I wrote). The increase in conversion will itself pay for the cost of setting up unique landing pages, so cost should not be an issue.

If you still can’t justify the cost of having a unique and relevant landing pages then keep in mind that if you bid without relevant landing pages, two things will happen; First, as we already discussed, your visitors will bounce off of your site and go elsewhere. Second, the ad network (Google AdWords, especially) will penalize your page by decreasing your quality score, thus making it increasingly expensive over time to buy clicks. Yes, Google does score your landing page and will increase your minimum keyword bid prices if it doesn’t think you are providing its users with what they are looking for. Long story short: make your landing pages relevant.
Having relevant landing page will result in increase in revenue, lower bid cost and increase in profit.

Questions? Comments?

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Monday, 29 December 2008

5 Best Practices for any Campaign

Burger King recently launched a TV ad that directed visitors to WhopperVirgins.com. I learned about this on AdAge.com which wote:

“What if you don't remember the exact Web address and Google it? You still better remember the domain name. While WhopperVirgins.com ranks first in Google for "whopper virgins," it's invisible when you omit the plural. “

AdAge writes further:

”This is a major missed opportunity. Google Trends shows that recently, the volume of searches for the singular and plural versions have been nearly equal. "Whopper virgin" searchers must either go to an intermediary site or refine their search. Why can't consumers 'have it their way' and get to Burger King's site even if they're off by a letter? This multimillion-dollar branding campaign could have covered all its bases with a $10,000 search marketing investment. As it stands now, Burger King risks frustrating consumers instead of serving up one whopper of a video.”

AdAge listed following three areas of neglect:


  • The domain: WhopperVirgin.com is a parked domain filled with ads for Burger King store listings, Virgin Mobile gifts, Virgin Atlantic flights, Virgin Islands vacations and Virgin Mary checks.

  • Search engine optimization: The microsite doesn't appear on the first three pages of Google results for "whopper virgin" searches.

  • Paid search: While reviewing Google's listings over several days, there hasn't been a search ad running on "whopper virgin" queries.


In addition to above another area which was partially neglected by Burger King was Web Analytics. I found two main issues with the web analytics


  1. Web Analytics Tool Implementation - This site did not have any web analytics code implemented on the landing page. However the video does start as soon as user lands on the site which then fires WebTrends code. With this implementation I am not sure if they are getting an referring site or search engine information.

  2. Data Analysis - Clearly Burger King is using web analytics tool. I am sure they were passing the web analytics reports around but I am assume that they were not doing any meaningful analysis. If they were doing any analysis at all they would have uncovered the SEO/SEM issues listed by AdAge.

  3. Simple keyword analysis using their web analytics tool would have helped them uncover these issues. (Lesson: If you are spending millions of dollars on the campaign you should also keep aside few thousands for deeper analysis. Just passing the reports around is not enough).
    It is very common to report on top 10 -20 keywords but these keywords alone don’t tell the whole story. Yes they can be good ego boosters but you have to look beyond top keywords and analyze the keyword that are either in the long tail or are not driving any traffic at all. Doing some basic analysis on search engine keywords would have shown them that they were not getting any traffic (or are getting very little traffic) from “Whopper Virgin” or “Burger King Virgin” keywords (I am sure there are more variations).

I hope Burger King learned its lesson and will be smarter next time they run campaign. (Note: All campaigns, offline or online end up having an impact on the site, search engines and online media)

Below are the 5 lessons that all marketers can learn from Burger King Campaign and apply to their own campaigns in the future:

  1. Search Engine Optimization - Make SEO an Integral Part of your any micro-sites and campaigns (offline or online).

  2. Paid Search - Plan to spend few thousand dollars from your campaign budget to SEM to augment or fill any gaps in SEO.

  3. Web Analytics Tool Implementation - Plan to spend few thousand dollars from your campaign on Web analytics tools (which they did). Make sure the tool is properly configured to capture the accurate data. As I mentioned above, it appeared that the site did not have any code on the landing page, which means they were missing a lot of data and hence not getting the whole picture. Conduct an accuracy audit of the tool implementation; it can potentially save you millions of dollars by providing you data beyond click-throughs.

  4. Data AnalysisAnalysis is different from reporting. Web Analytics tools and SEM reports just provide you a view into the data. You have to conduct a full analysis to understand what the data means and what actions to take to generate a higher ROI from your campaigns. Plan to conduct an analysis on all the data you collect from various tools. Learn from this analysis, it will tell you where you are wasting your money and what’s working for you. Use the insights gained from the analysis and take appropriate actions to improve your campaigns.

  5. Online Reputation Monitoring - Monitor news sites, Social Media (conversations/actions that happen away from your site) etc., look at what people are talking about your campaign and your brand. Learn from it and take appropriate actions. A simple tool like Google Alert can provide this to you this for free. I believe Burger King did pay attention to what was being talked about and as a result now you can see Burger King’s Paid Search campaign for “Whopper Virgin” and “Burger King Virgin” keywords.


Comments? Questions?

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Monday, 22 December 2008

Are Consumers Paying Attention to your Ads?

eMartker reports the results of 2 surveys which show that users are multi-tasking when using the internet.






Few things to think about:


  1. Are consumers watching your video ads when they are already watching TV?

  2. Are consumers reading all the text in your ads when they are already reading bunch of other stuff?

  3. Are consumer paying attention to TV and Print ads when they are surfing web as well?


Are consumers really watching any of your ads?

Marketers have to really work hard to cut though all the noise and make their ads stand out to grab consumers attention.

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Monday, 15 December 2008

Social Networking Sites and Advertising

Social Networking sites are used by millions of people around the work and thousands of new users are jumping on social networking sites every day. Almost all of these social networking sites and new entrants are dependent on the advertising to generate the revenue to keep them going. However, a study by BurstMedia shows that consumers have a very low tolerance for online ads.

52.6% of those surveyed accepted that advertising will appear on a web page but they had very low tolerance for more than 2 advertising units per web page. 29.9% of survey respondents said that they will leave the site immediately if they perceived it cluttered. Women are more likely than men to abandon the site. (Have lots of ads on the site and can’t figure out why people are abandoning, this might be a reason, time to do some testing)

It is not only the publishers who are negatively affected by the ad clutter but also are the advertiser’s products and services. 52.4% respondents has a less favorable opinion of an advertiser when their advertising appears on a web page they perceive as cluttered.

A study by IDC shows that the users are less tolerant of Social Networking Services (SNS) advertising than other forms of online advertising. Ads on SNS have lower click-through rates than traditional online ads (on the Web at large, 79% of all users clicked on at least one ad in the past year, whereas only 57% of SNS users did), and they also lead to fewer purchases (Web: 23%; SNS 11%).


Lack of ad effectiveness and slowing economy is making marketers cut their spending on Social Networking sites.

Market research firm eMarketer has cut Social Network ad spending estimate for 2009 to $1.3 billion down from $1.8 billion it projected earlier. It has also lowered 2008 estimated from $1.2 billion from $1.4 billion.



"As consumer usage of social networking sites continues to flourish, advertising has not kept pace," a release from eMarketer explained. "In 2008 and 2009, the recession will affect all forms of online ad spending, but experimental formats, such as the ones available on social networks, which cannot always demonstrate a proven return on investment, will be hit particularly hard."

So what should Social Networking sites do? Charge customers for the using the site? Nope, that is not going to work either. A recent AdAge study showed that no matter how much consumers hate advertising but they are not even going to pay for their favorite sites.

According to IDC Lower-than-average ad effectiveness on SNS will continue to contribute to slow ad sales unless publishers get users to do something beyond just communicating with others. If the major services succeed in doing so, they will become more like portals, such as Yahoo! or MSN, and they will come closer to the audience reach of the top services. If that happened, publishers would be better able to monetize their SNS.

Side Note:


eMarketer has also cut its overall online ad spending estimates

It reduced 2008 to $23.6 billion from its August estimate of $24.9 billion. The online ad growth is still increasing and is expected to be 11.3 percent higher than 2007. In 2009 this increase will be 8.9 percent over 2008.
Hardest hit is the display advertising, for which the growth rate estimate was cut from 16.9 percent to 3.9 percent. Search ads are expected to grow at 21.4 percent in 2008, its lowest level so far. Next year the search-ad growth rate should be at 14.9 percent, the company predicted, dropping to 10.4 percent in 2013.




Comments?


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Tuesday, 9 December 2008

Consumers Don’t Like Ads but Won’t Pay for Ad-Free Sites

A survey by Ad Age asked consumers if they would be willing to pay $39.99/year or $29.99/year to make their favorite sites ad-free. 69% of them responded with a NO. 82% were unlikely to pay even $29.99/year. Yes, consumers are not willing to pay even $2.50 per month for using their favorite sites.


It was not clear how many respondents were for this survey.

It is possible that two price point, $39.99 and $29.99/year offered in this survey might be high. It is possible that there is price that consumer are willing to pay to use your site ad-free. You should do you own surveys and test if and what your customers are willing to pay for the subscription.

Will you be willing to pay $1.00 per month to make your favorite site Ad-Free? Take a poll on the right side panel of this blog.


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Monday, 24 November 2008

Motrin Ad Controversy - Who Gained from it?

Last week there was a lot of uproar in the social media space about a Motrin Ad that caused Motrin to pull the ad within 2 days of launching it and post an apology on their site. Judging by this and the negative press it got, it seemed like a failure. However, in my last post I outlined few key measures to see if the ad was a success or a failure.

As I expected, Motrin site saw a huge increase in traffic on its site. According to Compete Pro Motrin’s site saw a 10X increase in its Daily Reach on the Web, jumping from .002% to .02% in one day. That is a huge. An ad without a controversy would have not generated that kind of traffic. Motrin should send a big thank you and some motrins to #motrinmoms , a twitter group that started this whole controversy.


Source: Compete Pro

Note: 15th evening is when the ad went live and by 17th evening they pulled the ad and posted an apology.

#motrinmoms, you were successful too because you got the ad pulled out and got an apology. Now go take some motrin to ease the pain caused by this ad, don’t forget to print a coupon at Motrin.

Comments? Questions?

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Thursday, 20 November 2008

Was Motrin’s Baby Wearing Ad a Failure?

Last week, Johnson & Johnson’s video ad for Motrin caused a lot of uproar in the media. There were a few moms, dads and media upset with this ad and voiced their opinions on blogs, twitter and other social media. But there were also many who voiced their opinion on the social media and said they did not see any issue with the ad. It was amazing to see how the negative voice of few people carried such a huge weight (as it does most of the time) that Motrin was forced to remove the ad and post an apology on the home page of Motrin.com.



So should we say that this ad was a failure? It sure does seem like it, doesn’t it?
However, in my opinion, there are several ways to look at it. Let’s look at various KPIs and see if the Motrin ad was a success or failure.

  1. Number of Video Views – I think this was huge, way more than Motrin or their agency ever imagined. If Motrin calculates the percentage increase in actual v/s anticipated video views of this Ad then I am pretty sure they will find it that this ad was a huge success. (Related Post, Video Analytics)



  2. Buzz created – Huge. A lot of buzz was created. The blogosphere, Twitter, Social Media, TV, Newspapers - everybody was talking about it. Honestly, I never even considered Motrin when I was looking for pain killers, but now I know it is another option made by Johnson and Johnson. Also, some people have told me why Motrin might be better than the other pain killers I have been taking.



  3. Buzz Sentiment – Yes, there was a lot of negative press about this ad that forced the ad out (there were a lot of positive sentiments as well) . I am not sure if opinions about an ad from Motrin would really impact Motrin’s brand image that much. A lot of people I talked to did not view this ad negatively, but also did not voice their opinion in any social media so their sentiments were not taken into account. Yes, all sentiment measures will show an issue, but is there really an issue with the product or was the issue just with an ad? If you just look at the buzz sentiment in isolation then this ad appears as a failure.



  4. Brand Awareness – A lot of people, like me, who never even considered the Motrin brand before, became aware of it. I think this is a huge positive.



  5. Change in visits to the site from pre-video launch- I am sure it was a great success. I am sure a lot of people went to the site to see what all the fuss was about and to read the apology by Motrin. The apology got the blogosphere and social media world buzzing again driving even more traffic to Motrin’s site.



  6. Change in Motrin Sales – This will really tell us if the ad and this backlash had any negative (or positive) impact in Motrin or not. As I asked above, was the backlash against Motrin, or just against the ad? If it was the ad then they apologized and took the ad away. The product “Motrin” did not have any negatives attached to it. As mentioned above, a lot of people might have to gone to the site. If you look on Motrin’s site there is a link on the top called “Special Offers”. You click on that link and get a coupon with the option to forward the page to a friend. I am sure that this increase in traffic would have resulted in an increase in coupons being printed and forwarded to a friend. This in return will possibly drive more sales. This seems like a success for Motrin.








In the future when Motrin comes up with a new ad they’re automatically going to get some additional coverage. I think that also makes the Baby Wearing ad a success. Free publicity; what more can you ask for?

So what do you think was it a success or a failure?


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Friday, 14 November 2008

Market and Optimize Responsibly

We, the people in the business of marketing and optimization, know (I hope) that certain images, text, ad copy etc. work better than others in driving user to convert on our sites. We continuously test (A/B and Mult-variate) to see what works and what does not work for our visitors/customer on our sites and then optimize our sites/banners/emails etc. accordingly. In order to make users click we test headlines, text, testimonials etc. making certain claims about our services, and products in those headlines, ad copies, emails etc.

In making those claims we need to think responsibly. We need to make sure that we do not go over broad and make false claims, promises or exaggerate the results. Yes, those claims might give you higher click through rates and higher conversions but there is one more KPI that you need to keep in mind i.e. the KPI that measures responsibility (both ethical and legal). We need to all think ethically and legally about all the claims we make. Think about how we will feel if another company made such claims and we fall for it, will we feel cheated or not? Think about the potential of lawsuits.

Classmates.com is being sued for allegedly making false claims in their email. According to Media Post


“The plaintiff, Anthony Michaels of San Diego county, alleges that he signed up for a free membership to the site last Christmas Eve, but then upgraded to a paid one after receiving e-mail ads stating that other schoolmates were trying to contact him. Those statements turned out to be false, according to the lawsuit.
Michaels' lawyer, Brian Kabateck, said his client had no way of verifying whether his former schoolmates were actually seeking to contact him on the site, short of signing up for a one-year membership.
"The e-mail said: 'So and so's trying to find you, and in order to hook up with him you have to join and become a gold member,'"


Media Post further reports that Reunion.com also faces a lawsuit by members complaining about the site's marketing efforts. In that case, filed in federal district court in San Francisco, the members allege that Reunion.com sent e-mails that appeared to have come from specific friends, but were actually sent by the site.

We might (or might now) find out if the claims by classmates were false or not. Either way this lawsuit provides a great lesson for the marketers - Market and Optimize Responsibly.

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Thursday, 18 September 2008

Online Data Tracking and Privacy

Online privacy is a hot button these days. Privacy advocates and lawmakers are putting a lot of pressure on several large internet companies such as Google, Microsoft and Yahoo to be transparent about how they intend to use users web surfing data (behavior). Mainly they are concerned with the companies that collect a huge amount of user data and then engage in Behavioral Targeting.

However online data tracking is not limited to companies who engage in Behavioral Targeting. Any companies which collects users’ web surfing data or user provided data needs to make sure do not compromise user privacy (actual or perceived). They need to clearly state how they are collecting data and how that data will be used.
Enterprise web analytics tools like Omniture, WebTrends, Coremetrics etc and free tools like Google Analytics and Yahoo IndexTools have made it very easy for website owners of any size to track users’ online behaviors. Most of the web analytics tools use a first party anonymous cookie to track users and their behaviors on any given site.

Side Note: The data is called anonymous because it mainly uses a cookie value to indentify a user (there are other ways which I am not covering in this post) without knowing who the actual user is. Say John Doe arrives on AnilBatra.com, a web analytics tool will drop a cookie with a random id say 123ASXBA12. This cookie id is not tied to any personally identifiable information (see below) of John Doe. So Web Analytics tools (in most cases) do not know who the person is, they just know that cookie id 123ASXBA12 came to the site. They use this id to track current and future site visits.

Even if the data is anonymous the potential of it being tied to personally identifiable information is there and that can cause privacy concerns. It is critical that every company that collects any sort of consumer data, anonymous or personal, needs to clearly state its data collection and usage policy in its site’s privacy policy.

Usually Web Analysts do not tackle this issue and it is left to the legal department. However, a lot of times the web analytics tracking and any kind of targeting is implemented without getting legal involved. As a result companies sometimes do not have proper privacy policy in place. This is a huge blunder, companies need to take privacy issues seriously and pay due attention to their privacy policy.

Do we need Privacy policy even though we use Third Party Web Analytics Tool and they collect the data.

It does not matter who is collecting the data. The data is collected on your site and is collected on your behalf so you are responsible for clearly stating how you are collecting and using the data.
Those who use Google Analytics, need to be aware that Google Analytics requires such disclosures. Here is what Google Analytics states in its Terms of Service
You will have and abide by an appropriate privacy policy and will comply with all applicable laws relating to the collection of information from visitors to Your websites. You must post a privacy policy and that policy must provide notice of your use of a cookie that collects anonymous traffic data.


Tracking Personally Identifiable Data

In simple terms Personally Identifiable Information (PII) can identify a particular user, example last name, first name, email address etc. Most of the commercial Web Analytics Tools have the capability to track Personally Identifiable Information. In other tools such as Omniture, Webtrends etc. you can pass the personally identifiable information either via JavaScript variables or via importing an outside file which ties the anonymous cookie with identifiable information.
If you collect or track PII data then it becomes even more important that you disclose what information you are collecting or tracking and how you intend to use that information. Before you start collecting PII information, think hard what information you need and why you need it. Once you have figure out the information then make sure to fully disclose it on your site’s privacy policy.
I am a big supporter of giving users an opt-in option before using PII data for tracking and targeting. If you do decide that opt-in is not the right for your business model then at least provide an easy way for users to opt-out from being tracked and targeted using PII information.

Note: Google Analytics does not allow any Personally Identifiable information to be tracked via Google Analytics, period. Here is what Google Analytics Terms of Service says:
You will not (and will not allow any third party to) use the Service to track or collect personally identifiable information of Internet users, nor will You (or will You allow any third party to) associate any data gathered from Your website(s) (or such third parties' website(s)) with any personally identifying information from any source as part of Your use (or such third parties' use) of the Service.

Google Analytics even considers IP address as PII. It uses IP address to populate Geo Report but will not show IP address in any report. Other tools such as Omniture, WebTrends etc. can display IP and other PII data.

Optimization and Privacy

Most of the Optimization (A/B and Multivariate Testing) tools allow you to segment users based on IP, cookie or user provided data. For examples if you want to test a page on Males, age 35-45 from Redmond, WA, then you need to collect data from users so that you can create the right segment to test. However this type of data crosses the line of PII data, even though there could be thousands of users in that segment it can be used to identify a particular user. So make sure you are clear in your privacy policy that you might be (or are) using the data to test the optimal layout of the page and provide a better experience etc.

Examples of good privacy policies
Smart Money
Amazon.com
Proflowers.com

As marketers and web analysts lets do our part, let’s make sure to be clear and forthcoming in our privacy policies.


Also see Jim Stern’s view on giving users the control on privacy.

Questions? Comments?

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Site: AnilBatra.com

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