Care for the wellbeing of children is a commonly cited reason for people making a formal complaint about an advert, a study shows. The representation of children and potential harm caused to them from seeing offensive adverts accounted for 46 per cent of the grounds for complaints to the Advertising Standards Authority (ASA), according to a study.Customer grievancesThe research considered thousands of customer grievances relating to ads from the non-profit sector.Graphic portrayals – such as violence, sexual acts or disease – also appear highly problematic, accounting for a further 20 per cent of complaints.Some depictions of crime, weapons and drugs were also sources of offence. Analysing complaintsA team at the University of Edinburgh analysed 9055 complaints received over a six-year period about adverts from the not-for-profit, third and public sectors – such as charities, government bodies and pressure groups.They focused the study on the non-commercial sector where use of shock appeals to attract attention or connect with audiences is more prevalent and where such tactics result in more complaints.Adverts from this sector may also be perceived by consumers as tolerable, due to the ultimately good cause of the organisations, experts suggest.Advertising campaignsThe complaints related to adverts in a range of media – including television, print and online.Charities had the most complained-about adverts, with 38 per cent of the complaints, followed by governmental organisations at 29 per cent.Campaigns from medical and children’s charities triggered many offence or harm-based complaints.The data used covered the period 2009 to 2015 and the associated regulatory response in the form of the ASA’s adjudications.Prevalence of complaintsResearchers found a prevalence of offence and harm-based complaints in the non-commercial sector with 62 per cent of all complaints under that category, compared with the commercial sector in which complaints about misleadingness prevail. The representation of children was the top complained- about issue with 4,157 complaints during the six-year period.Of the 9,055 complaints, only 138 (1.5 per cent) were upheld and 629 (6 per cent) were upheld in part.Researchers say this raises questions about possible bias of the advertising regulator and whether it is protecting advertisers, likely based on the idea that their messaging is justified within the non-profit context. The study calls on advertisers to test their advertisements with intended and unintended audiences, including relevant vulnerable groups and parents, and to carefully schedule and position their advertisements to targeted audiences in order to minimise offence and harm caused, particularly to children.It also urges the advertising regulator to consider whether its management of the non-commercial sector may need to differ from the commercial contexts.The findings help us understand the breadth of sources of offence and harm in non-profit and public sector advertising. It is crucial for advertisers and regulators to understand what the public perceives to be offensive or harmful and for regulators to be able to respond to and regulate issues of contemporary concern.Dr Kristina AuxtovaUniversity of Edinburgh Business SchoolThe study is published in the Journal of Nonprofit and Public Sector Marketing. The research was supported by an ESRC grant.Link to study University of Edinburgh Business School[Image credit - SanyaSM via Getty Images] Publication date 09 Aug, 2024
