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Guidelines on Internet Advertising
Part 2
FTC Staff Issues Guidelines on Internet Advertising
Dot Com Disclosures Part 2
Paper Explores How Existing Consumer Protection Laws Apply To Online Advertising
May 3, 2000
This article is divided into three parts. See Part 1 and Part 3.
Overview
I. Introduction
II. The Applicability of FTC Law to Internet Advertising
III. Clear & Conspicuous Disclosures in Online Ads
A. Background on Disclosures
B. The Clear & Conspicuous Requirement
C. What are Clear and Conspicuous Disclosures?
1. Proximity & Placement
a. Evaluating Proximity in the Context of a Web Page
b. Hyperlinking to a Disclosure
c. Using High Tech Methods For Proximity and Placement
d. Displaying Disclosures Prior to Purchase
e. Evaluating Proximity With Banner Ads
2. Prominence
3. Distracting Factors in Ads
4. Repetition
5. Multimedia Messages
6. Understandable Language
IV. Specific Issues in Applying Certain Rules and Guides to Internet Activities
A. It’s Not Just Paper Anymore
1. Rules and Guides that Use the Terms "Written," "Writing" or "Printed"
2. Using New Technologies to Comply with Rules & Guides
B. Direct Mail Solicitations Online
V. Conclusion
Endnotes
In these circumstances, advertisers are advised to:
Use text or visual cues to encourage consumers to scroll. Text prompts can indicate that more information is available. An explicit instruction like "see below for important information on diamond weights" will alert consumers to scroll and look for the information. The text prompt should be tied to the disclosure that it refers to. General or vague statements, such as "see below for details," provide no indication about the subject matter or importance of the information that consumers will find and are not adequate cues.
The visual design of the page also could help alert consumers to the availability of more information. For example, text that clearly continues below the screen, whether spread over an entire page or in a column, would indicate that the reader needs to scroll for additional information. Example 2. Advertisers should consider how the Web page is displayed by the default Web browser setting for which the ad is designed, as well as for different display options.
A scroll bar on the side of a computer screen is not a sufficiently effective visual cue. Although the scroll bar may indicate to some consumers that they have not reached the end of a page, many consumers may not look at the scroll bar. In fact, some consumers access the Internet with devices that don’t display a scroll bar.
Avoid Web page formats that discourage scrolling. The design of some pages might indicate that there is no more information on the page and no need to continue scrolling. If the text ends before the bottom of the screen or readers see several inches of blank space, chances are they will stop scrolling and miss the disclosure. Example 3. In addition, if there is a lot of unrelated information—either words or graphics—separating a claim and a disclosure, even a consumer who is prompted to scroll might miss the disclosure or not relate it to a distant claim they’ve already read.
b. Hyperlinking to a Disclosure
With hyperlinks, additional information, including disclosures, might be placed on a Web page entirely separate from the relevant claim. Disclosures that are an integral part of a claim or inseparable from it, however, should be placed on the same page and immediately next to the claim. In these situations, the claim and the disclosure should be read at the same time, without referring the consumer somewhere else to obtain the disclosure. This is particularly true for cost information or certain health and safety disclosures. For example, if the total cost of a product is advertised on one page, but there are significant additional fees that the consumer would not expect to be charged, the existence of those additional fees should be disclosed on the same page and immediately adjacent to the total cost claim.23 Example 4. In other situations, it may not even be necessary to use a hyperlink to convey disclosures. Often, disclosures consist of a word or phrase that may be easily incorporated into the text, along with the claim. Example 5. This placement increases the likelihood that consumers will see the disclosure and relate it to the relevant claim.
Under some conditions, however, a disclosure accessible by a hyperlink may be sufficiently proximate to the relevant claim. Hyperlinked disclosures may be particularly useful if the disclosure is lengthy or if it needs to be repeated (because of multiple triggers, for example). The key considerations for effective hyperlinks are:
· the labeling or description of the hyperlink,
· the consistency in the use of hyperlink styles,
· its placement and prominence on the Web page, and
· the handling of the disclosure on the click-through page.
Choosing the right label for the hyperlink. A hyperlink that leads to a disclosure should be labeled clearly and conspicuously. The hyperlink’s label—the text or graphic assigned to it—affects whether consumers actually click on it and see and read the disclosure.
· Make it obvious. Consumers should be able to tell that they can click on a hyperlink to get more information.
· Label the link to convey the importance, nature and relevance of the information it leads to. The hyperlink should give consumers a reason to click on it. That is, the label should make clear that the link is related to a particular advertising claim or product and indicate the nature of the information to be found by clicking on it. Example 6. The hyperlink label should use clear, understandable text. Although the label itself does not need to contain the complete disclosure, it may be useful to incorporate part of the disclosure to indicate the type and importance of the information the link leads to.
· Don’t be coy. Some text links may provide no indication about why a claim is qualified or the nature of the disclosure. In most cases, simply hyperlinking a single word or phrase in the text of an ad may not be effective. Example 7. Although some consumers may understand that there is additional information available, they may have different ideas about the nature of the information and its significance. Example 8. The same may be true of hyperlinks that simply say "disclaimer," "more information," "details," or "terms and conditions." Example 9 and Example 10.
· Don’t be subtle. Asterisks or other symbols by themselves may not be effective. Typically, they provide no clues about why the claim is qualified or the nature of the disclosure.24 Example 11. In fact, consumers may view an asterisk or another symbol as just another graphic on the page. Example 12. Even if a Web site explains that a particular symbol is a hyperlink to important information, consumers might miss the explanation, depending on where they enter the site and how they navigate through it.
Using hyperlink styles consistently allows consumers to know when a link is available. Although the text or graphics used to signal a hyperlink may differ among Web sites, treating hyperlinks inconsistently within a single site can increase the chances that consumers will not notice—or click on—a disclosure hyperlink. For example, if hyperlinks usually are underlined in a site, chances are consumers wouldn’t recognize italicized text as being a link, and could miss the disclosure.
Placing the link near relevant information and making it noticeable. The hyperlink should be proximate to the claim that triggers the disclosure so that consumers can notice it easily and relate it to the claim. Typically, this means that the hyperlink is adjacent to the triggering term or other relevant information. Example 13. Consumers may miss disclosure hyperlinks that are separated from the relevant claim by text, graphics, blank space, or intervening hyperlinks. Example 14. Format, color or other graphics treatment also can help to ensure that consumers notice the link. (See below for more information on prominence.)
Getting to the disclosure on the click-through page should be easy. The click-through page—that is, the page the hyperlink leads to—must contain the complete disclosure. The disclosure must be displayed prominently. Distracting visual factors, extraneous information, and many "click-away" opportunities to link elsewhere before viewing the disclosure can obscure an otherwise adequate disclaimer. Example 15.
· Get consumers to the message quickly. The hyperlink should take consumers directly to the disclosure. They shouldn’t have to search a click-through page or go to other pages for the information. Example 16. In addition, the disclosure should be easy to understand.
· Assessing the effectiveness of a hyperlink disclosure is important. Tools are available to allow advertisers to evaluate the effectiveness of disclosures through hyperlinks. For example, advertisers can monitor click-through rates—how often consumers click on a hyperlink and view the click-through page—for accurate data on the efficacy of the hyperlink. Advertisers also can evaluate the amount of time visitors spend on a certain page, which may indicate whether consumers are reading the disclosure.
· Don’t ignore your data. If hyperlinks are not followed, another method of conveying the required information would be necessary.
c. Using High Tech Methods For Proximity and Placement
Disclosures may be displayed on Web sites in many ways. For example, a disclosure may be placed in a frame that remains constant even as the consumer scrolls down the page or navigates through another part of the site. A disclosure also might be displayed in a window that pops-up or on interstitial pages that appear while another Web page is loading. New techniques for displaying information are being unveiled all the time. But there are special considerations for evaluating whether a technique is appropriate for providing required disclosures.
· Don’t ignore technological limitations. A scrolling marquee—information that scrolls through a box on a Web site—may display differently depending on the type of browser a consumer uses. Example 17. Similarly, some browsers or information appliances may not support or display frames properly, so a disclosure placed in one portion of the frame may not be viewable. Example 18. Certain Internet tools may overcome this limitation by determining if a consumer’s Web browser can view frames and if not, serving a page that is formatted differently. Without such tools, advertisers should be concerned about whether a required disclosure will appear; if it won’t, they should choose different ways to communicate the disclosure.
· Recognize and respond to characteristics of each technique. Some consumers may miss information presented in a pop-up window or on an interstitial page if the window or page disappears and they are unable or unaware of how to access it. Others may inadvertently minimize a pop-up screen by clicking on the main page and may not know how to make the pop-up screen reappear. Example 19. There may be ways to get around these drawbacks, such as requiring the consumer to take some affirmative action to proceed past the pop-up or interstitial (for example, by clicking on a "continue" button).
· Research can help. Research may be useful to help advertisers determine whether a particular technique is an effective method of communicating information to consumers. For example, research may show that consumers don’t actually read information in pop-up windows because they immediately close the pop-up on the page they want to view. It also may indicate whether consumers relate information in a pop-up window or on an interstitial page to a claim or product they haven’t encountered yet. Advertisers should consider this information in determining effective methods of presenting required disclosures.
d. Displaying Disclosures Prior to Purchase
Disclosures must be effectively communicated to consumers before they make a purchase or incur a financial obligation. Disclosures are more likely to be effective if they are provided in the context of the ad, when the consumer is considering the purchase. Where advertising and selling are combined on a Web site, disclosures should be provided before the consumer makes the decision to buy, say, before clicking on an "order now" button or a link that says "add to shopping cart."
· Don’t focus only on the order page. Some disclosures must be made in connection with a particular claim or product. Consumers may not relate a disclosure on the order page to information they viewed many pages earlier. Example 20. It also is possible that after surfing a company’s Web site, some consumers may decide to purchase the product from the company’s "bricks and mortar" store. Those consumers would miss any disclosures placed only on the ordering page.
e. Evaluating Proximity With Banner Ads
Most banner ads displayed today are teasers. Because of their small size, they generally do not provide complete information about a product or service. Instead, consumers must click through to the Web site to get more information and learn the terms of an offer. In some instances, a banner may contain a claim that requires qualification.
· Disclose required information in the banner itself or clearly and conspicuously on the Web site it links to. In some cases, a required disclosure can be incorporated into a banner ad easily. Because of the space constraints of banner ads, other disclosures may be too detailed to be disclosed effectively in the banner. In some instances, these disclosures may be communicated effectively to consumers if they are made clearly and conspicuously on the Web site the banner links to and while consumers are deciding whether to buy a product or service. In determining whether the disclosure should be placed in the banner itself or on the Web site the banner links to, advertisers should consider how important the information is to prevent deception, how much information needs to be disclosed, the burden of disclosing it in the banner ad, how much information the consumer may absorb from the ad, and how effective the disclosure would be if it was made on the Web site.25
· Use creativity to incorporate or flag required information. Scrolling text or rotating panels in a banner can present an abbreviated version of a required disclosure that indicates that there is additional important information and a more complete disclosure available on the click-through page. Example 21. With lengthier disclosures, the banner can direct consumers to the Web site for more information. The full disclosure then must be clearly and conspicuously displayed on the Web site.
· Provide any required disclosures in interactive banners. Some banner ads allow consumers to interact within the banner, so that they may conduct a transaction without clicking through to a Web site. If consumers can get complete information about a product or make a purchase within an interactive banner, all required disclosures should be included in the banner.
2. Prominence
It’s the advertiser’s responsibility to draw attention to the required disclosures.
 | Display disclosures prominently so they are noticeable to consumers. The size, color, and graphics of the disclosure affect its prominence. |
· Size Matters. Disclosures that are at least as large as the advertising copy are more likely to be effective.
· Color Counts. A disclosure in a color that contrasts with the background emphasizes the text of the disclosure and makes it more noticeable. Example 22. Information in a color that blends in with the background of the ad is likely to be missed. Example 23.
· Graphics Help. Although using graphics to display a disclosure is not required, they may make the disclosure more prominent.
| Evaluate the size, color, and graphics of the disclosure in relation to other parts of the Web site.26 The size of a disclosure should be compared to the type size of the claim and other text on the page. If a claim uses a particular color or graphic treatment, the disclosure can be formatted the same way to help ensure that consumers who view the claim are able to view the disclosure as well. In addition, the graphic treatment of the disclosure may be evaluated in relation to how graphics are used to convey other items in the ad. |
· Don’t bury it. The prominence of the disclosure also may be affected by other factors. A disclosure that is buried in a long paragraph of unrelated text would not be effective. The unrelated text detracts from the message and makes it unlikely that a consumer would notice the disclosure or recognize its importance. Even though the unrelated information may be useful, advertisers must ensure that the disclosure is communicated effectively.
3. Distracting Factors in Ads
The clear and conspicuous analysis does not focus only on the disclosure itself. It also is important to consider the entire ad. Elements like graphics, sound, text or even hyperlinks that lead to other pages or sites, may result in consumers not noticing, reading or listening to the disclosure.
| Don’t let other parts of an ad get in the way. On television, moving visuals behind a text message make the text hard to read and may distract consumers’ attention from the message. Using graphics online raises similar concerns: flashing images or animated graphics may reduce the prominence of a disclosure. Example 24. Graphics on a Web page alone may not undermine the effectiveness of a disclosure. It is important, however, to consider all the elements in the ad, not just the text of the disclosure. |
4. Repetition
It may be necessary to disclose important information more than once in an advertisement to convey a non-deceptive message. Repeating a disclosure makes it more likely that a consumer will notice and understand it. Still, the disclosure need not be repeated so often that consumers would ignore it and that it would clutter the ad.
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Repeat disclosures on lengthy Web sites, as needed. Consumers can access and navigate Web sites differently. Many consumers may access a site through its homepage, but others might enter in the middle, perhaps by linking to that page from a search engine or another Web site. Consumers also might not click-on every page of the site and may not choose to scroll to the bottom of each page. And many may not read every word on every page of a Web site. As a result, advertisers should question whether consumers who see only a portion of their ad are likely to miss a necessary disclosure and be misled.27 |
| Repeat disclosures with repeated claims, as needed. If claims requiring some qualification are repeated throughout an ad, it may be necessary to repeat the disclosure too. In some situations, a disclosure is tied so closely to a claim that it must always accompany the claim to prevent deception. Depending on the disclosure, a clearly-labeled hyperlink could be repeated on various pages so that the full disclosure would be placed on only one page of the site. |
This article is divided into three parts. See Part 1 and Part 3.
The above article was reprinted from an announcement on the Federal Trade Commission web site dated May 3, 2000. Check the FTC web site for any changes to the article.
This page was last modified on July 22, 2007.
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