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How to deal with users complaining about ads

         

MediaSpree

12:51 pm on Jul 20, 2005 (gmt 0)

10+ Year Member



Recently I posted my site to a fourm that is very topical. The first response was "That site sold out by putting up Google ads, I no longer send people there for information as its become a spam site" Now, I do have google ads on every page, but only 1, 250x250 square and 1 horizontal adlink. This is hardly excessive and I've taken great leghts to integrate it nicely into the design. I also have a friend who've I've encouraged to put up Adsense on his site and his forum members are saying the same thing. How do you respond to these people?

EVOrange

12:53 pm on Jul 20, 2005 (gmt 0)

10+ Year Member



Realize that you can't please everyone. Everything you do can result in someone not liking it.
Everything.
Personally, I would ignore it unless it becomes some kind of landslide or resentment.

EVO

OptiRex

1:08 pm on Jul 20, 2005 (gmt 0)



There are freeloaders everywhere!

They know it costs money to host sites etc, especially popular forums, however they are also probably jealous of the possibility of people clicking on your ads and you actually making any revenue to cover those costs.

It's a fine ideal to believe in "free" however the reality is it doesn't pay the rent nor keep the bank manager very happy!

YesMom

1:11 pm on Jul 20, 2005 (gmt 0)

10+ Year Member



I agree... I would just ignore it.

But this is a great argument for NOT putting up AdSense on a brand new site.

Better to wait until it is well-established, like you obviously have.

OptiRex

1:22 pm on Jul 20, 2005 (gmt 0)



But this is a great argument for NOT putting up AdSense on a brand new site.

Not so sure I would agree YesMom.

At least when you use Adsense from the start it is clear to everyone that you have the intention of the site at least covering its costs and I feel that is even more pertinent when it comes to forums.

Some forum sites have their ads belended nicely, some are plainly obtrusive.

Is there anyone with this experience since I have been contemplating trying a new type of forum for my industry?

Tropical Island

2:00 pm on Jul 20, 2005 (gmt 0)

WebmasterWorld Senior Member 10+ Year Member



We inserted ads in March to our 3 main sites and we still receive a flood of e-mails thanking us for our informative sites.

We get around 4,000 visitors per day and not 1 e-mail has mentioned the ads.

europeforvisitors

2:01 pm on Jul 20, 2005 (gmt 0)



The good news is that you may drive away some of your most ornery, troublesome, high-maintenance members. The reasonable, rational members aren't likely to leave because of Google AdSense ads.

bouche

2:33 pm on Jul 20, 2005 (gmt 0)

10+ Year Member



I just laid down the facts to the complainers, like what it costs to run a site and then pointed out that the ads are clicked by people and they are very easy to ignore.

The complainers then got extra flack from other member's that told the complainers to make their own site if they are going to complain.

It's a forum that has a great community, so the fire was put out swiftly.

On another semi-related note, I added the adsense google search box and actually got all kinds of praise for the additional tool. However, I'm only seeing pennies from that.

OptiRex

2:45 pm on Jul 20, 2005 (gmt 0)



I added the adsense google search box and actually got all kinds of praise for the additional tool. However, I'm only seeing pennies from that.

In my experience that is completely normal. If your users are using it then keep it, if not, remove it asap since I found that it did actually affect regular Adsense earnings.

Anyone else found that?

yoyo8

3:12 pm on Jul 20, 2005 (gmt 0)

10+ Year Member



I just laid down the facts to the complainers, like what it costs to run a site and then pointed out that the ads are clicked by people

Isn't this in a sense encouraging people to click on the ads in an indirect way?

jomaxx

3:19 pm on Jul 20, 2005 (gmt 0)

WebmasterWorld Senior Member 10+ Year Member



I think the main reason you got that reaction was that you were promoting your site in a message forum.

Maybe the site is relevant, maybe posting URLs is allowed in that forum, but people get testy when they see others trying to get free advertising for an ad-heavy website.

MediaSpree

4:08 pm on Jul 20, 2005 (gmt 0)

10+ Year Member



Thanks for all your replies, in my defense Jomaxx I noticed there was a thread about my site in the forum (the thread just linked to my site and had no description) So I placed a "site map" as the next post to show people what it had to offer. And I did not even claim authorship of the site. But you are right, maybe the poster said ah, he's just trying to advertise his site to get people to click on his ads. When really, I feel my content is important to the subject matter.

Tropical Island

5:07 pm on Jul 20, 2005 (gmt 0)

WebmasterWorld Senior Member 10+ Year Member



If your users are using it then keep it, if not, remove it asap since I found that it did actually affect regular AdSense earnings.

Anyone else found that?

We tried the search box on three sites and found that except for a few odd days the return was well under $1 per day. Total earnings in May for search on 3 sites was just over $18.

It was obvious that people were using it so I deleted it in June and replaced it with a single small square normal ad on 2 of the 3 sites (we have a common bottom border and it was in there). Our results are up substantially.

In the first 18 days of July return is over $29 for 1 site with search and two sites with the small ad. The end result this month will be an increase of revenue of 100%.

It seems to have helped our AdLinks results as well which are much higher this month. We have the AdLinks box in the same bottom border.

I figure once someone has read the page info and gotten down to the bottom of the page after bypassing our regular AdSense ads then anything that I pick up there is gravy.

arrowman

10:54 pm on Jul 21, 2005 (gmt 0)

10+ Year Member



I no longer send people there for informationI no longer send people there for information

That's why I tend to put less ads on pages that I want to attract incoming links.

E.g. on the homepage of a multipage article I put only one small adblock, or only adlinks. I assume this helps, since many webmasters who review a site don't actually read the content.

I know, because I've linked to sites that didn't actually have the content they promised (the 'content' was an ad for a book).

Since ads are my only source of revenue, I ignore people who complain about ads in the content. You just cannot offer valuable content for free without ads.

scottct1

12:36 am on Jul 22, 2005 (gmt 0)

10+ Year Member



Do what I do, if they dont want ads they can subscribe to the site and eliminate the ads. :)

Works well.

Celicaphile

2:08 am on Jul 22, 2005 (gmt 0)

10+ Year Member



On a site I started about a year ago, I had Adsense from the start and the members thought it normal. Had I waited for it to become established and then added the ads, they would have thrown a fit. When I recently added Adsense Search, I got complaints because they thought new members wouldn't know how to search the forums - Google is slow to index the forums - so I removed it. Some members have offered to pay a membership fee for no ads, but I would only be able to do that for the forums... I also refuse to do that to paying advertisers... I wouldn't start w/ a lot of ads, but enough for people to understand that it does cost money to run a site and that money has to come from somewhere. If I overdid it, I would scare away members and advertisers. If I didn't do it at all in the beginning, I would lose members who found it unacceptable to add them later on...
I've decided that when I design a site, there must be a place for various forms of adsense ads, whether I use them there or not. I won't design a site and then later try to figure out where I could fit them. The more they're integrated into the site, the more acceptable they are. IMHO of course :)

OptiRex

3:15 am on Jul 22, 2005 (gmt 0)



Celicaphile - Please believe me when I say I am not criticising you one iota however you seem to have a serious amount of "negative" attitudes about possible subscribers and trust far too much about hearsay :

Had I waited for it to become established and then added the ads, they would have thrown a fit

When I recently added Adsense Search, I got complaints because they thought new members wouldn't know how to search the forums

Some members have offered to pay a membership fee for no ads, but I would only be able to do that for the forums.

Is that not what they were asking for?

If I overdid it, I would scare away members and advertisers.

How do you know if you have never tried?

If I didn't do it at all in the beginning, I would lose members who found it unacceptable to add them later on

Oh boy, have they got YOU on puppet strings?

You have a recurring theme running through your post. You are scared that if you charge/charge/do anything different, that you will lose your members.

I have news for you Celicaphile,

IF YOU DO NOT IMPLEMENT THESE NECESSITIES, WHICH YOU KNOW ARE REQUIRED, YOU WILL NOT HAVE ANYTHING TO OFFER!

Sorry about the caps, they were necessary for effect.

You have no business plan, you have no loyal base, you are being USED.

Stop being so much Mr/Ms Nice Person and wanting everyone to love you.

If your site and information is truly worthwhile, they'll live with your new implementations.

Celicaphile

2:46 pm on Jul 22, 2005 (gmt 0)

10+ Year Member



Wow... Sorry I didn't cover all my bases & give you a play by play of what everybody has said since I started the site... and you say I've made assumptions... where do I even start......
Even though I don't need to explain myself further, I'll start by stating that members have pretty much told me everything I stated above. What's worse? Being a nice guy & keeping members, or doing what they find unacceptable and have them go to the competition who at a certain point will have fewer ads on their sites? There's a reason I have the most active forum in my niche. Why would I want to risk losing that?
You contradicted yourself by suggesting that I'm being used & then suggesting that I do what they want by offering ad-free subscriptions... If I did what they wanted, I'd have a completely db/template drivin site where I could allow certain people to not have to view ads across the whole site (they said "site" not "forums"), but that would mess w/ my SEO and knock me out of the top 5 keywords/phrases for all related to my niche, which is most likely why my competition isn't ranked as high. You're not seeing that I am the one holding the strings here by not doing everything they ask. There is a happy medium & w/ the results of this site I'm sure I'm just about there.
Btw, this is just one site, but a case that's best suited for this topic & was used as an example of what worked for me. Don't like it? Sorry, but don't assume you know what I've gone through to get myself to the top of this niche. Adsense isn't they only source of revenue for me & all I was offering was my experience w/ using it and probable scenerios if it had been over-used.
None of this is hearsay when people send me their complaints via PM, email and in the feedback forum... There are other posts from new members who stated that they couldn't find what they were looking for because they searched using the search box at the top (Adsense search) and didn't know about the forum search. Oh sure, they're new & I shouldn't care about them since I don't want to appear to be on their puppet strings... riiiiight.... everyone's new once, and why go through that for chump change? The search is a very low earner for my sites & I don't have a problem taking it off if it saves posts about duplicate topics that happen when they use the wrong search.
Some of the old-timers on my site did complain about the adsense leaderboard at the top & the other ads around the site early on, but once explained that the site wouldn't exist w/ out 'em, they backed down. But this was stated by others, so I didn't feel I needed to restate the obvious.

Edge

3:12 pm on Jul 22, 2005 (gmt 0)

WebmasterWorld Senior Member 10+ Year Member Top Contributors Of The Month



Interesting, adsense was not available until several years after I started my site. I have never had a complaint about my ads, banners or otherwise. I did have a donate button displayed for many years, nobody ever donated.

It has been my belief for some time that the internet would become less free to users at time marched on, I still endorse this. The facts are that websites must be paid for by somebody.

I also have a high traffic forum. My rules are almost identical to WW rules. I do not allow forum postings which direct to a website of commercial nature. My forum, as WW, is about answers and solutions. I do allow links to non-commercial websites which offer significant knowledge value.

About visitors whom complain about the ads, ask them how they suggest you pay for the website. This may shed some light on alternative revenue streams.

aeiouy

3:18 am on Jul 26, 2005 (gmt 0)

10+ Year Member



I think the best way to justify the ads is to provide content and services that are worthy of their existance.

This means you can't have a site that anyone with an extra $5.00 in their pocket each month could put together and sustain.

I know in some segments, communities and forums were often supported by getting donations. I am not terribly keen on this.. And depending on your audience could be something to suggest to them. You can have ads to help support the existance and on-going maintenance of the site and people don't have to worry about getting hit up for donations and paypal links.

If someone really doesn't like your ads, they are free to create their own compeittive endeavor and do it for gratis. I think you really just have to feel out your userbase. If there is a portion of them willing to pay for not having ads, then offer it as an option. Why would you turn away money? People who want to actively avoid ads are probably the ones least likely to click on them to begin with, so it really is free money.

incrediBILL

5:15 am on Jul 26, 2005 (gmt 0)

WebmasterWorld Senior Member 10+ Year Member Top Contributors Of The Month



How do you respond to these people?

It's a typical example of no good deed goes unpunished.

You could switch to a subscription model insted, introduce them to PAYPAL, see how they like that! ;)

activeco

2:13 pm on Jul 26, 2005 (gmt 0)

10+ Year Member



If you don't depend on other applications, tell them to turn off javascript in their browsers.

MediaSpree

2:46 pm on Jul 26, 2005 (gmt 0)

10+ Year Member



You could switch to a subscription model insted, introduce them to PAYPAL, see how they like that! ;)

Yeah thats basically what I told the main complainer: "The 'please donate' button didn't work" :)
I also asked him what he thought of newspaper and television advertising. Have not heard a repsonse.

shri

12:39 am on Jul 28, 2005 (gmt 0)

WebmasterWorld Senior Member 10+ Year Member



>> How do you respond to these people?

Ignore them.. the more you get caught up in the discussion the longer the argument goes on. No one but the stupid and idle have the energy to prolong this sort of discussion and it will die a natural death.

Hullabaloo

6:06 am on Aug 2, 2005 (gmt 0)

10+ Year Member



I own several sites and email newsletters and use both Google Ads and Affiliate Ads for revenue. The core content on the sites is free and happens to be very useful to these audiences.

My terms of use for the sites and newsletters clearly state they will contain content of a commercial nature, and that if that doesn't suit them, please don't use them or subscribe, and we'll be sorry to see them go.

Almost never receive a complaint - so perhaps the above helped.

When I do get a rare complaint, I agree with Shri - just let it go.

1. If they are not particularly requesting a reply, just having a moan, file it away and move on.

2. If it is an important customer, a brief and polite reply reminding of the policy and reason for it should suffice.

3. If they are unnecessarily abusive, I unsubscribe them on the spot (from any subscription they have which is free).

I expect you do need to be concerned if you're upsetting MANY of your visitors/subscribers, but in my experience it is usually a very tiny group who complain. and yes, the same ones who want everything for free.

ronin

8:16 pm on Aug 2, 2005 (gmt 0)

WebmasterWorld Senior Member 10+ Year Member Top Contributors Of The Month



I think the idea of offering readers a choice between seeing adverts or subscribing to an ad-free version of the same site is very sensible.

I suspect, faced with the option, most of the idealists who complain about adverts, will stick with the version that has ads.

craftastic

2:47 am on Aug 10, 2005 (gmt 0)

10+ Year Member



I started a forum two years ago on a $5/month web hosting plan. I started it just for fun. But two years later it has grown to over 37,000 members and it's now a full-time amount of work.

I have a very visible link at the top of every page where people can read a letter I wrote all about the time and effort I put into the site and why I need to show ads. I think this must help a lot because I've only every received ONE complaint about showing ads.