In January 2007, iProspect partnered with independent research firm
JupiterResearch to
develop a series of survey questions focused on how the U.S. online population
utilizes several of the most popular social networking websites (or social search engines).
For purposes of this study iProspect defines a "social networking website" as one
that allows Internet users have the ability to add user–generated content such
as: comments, reviews, feedback, ratings, or their own dedicated pages. All of
the sites examined within this study allow posting of user–generated content. It's
because of its use of user–generated content, for example, that
Amazon.com — a site which
many see as a purely ecommerce site — was included in this survey. For visitors
to Amazon have the ability to post "customer reviews" of products, allowing
potential buyers to read the reviews prior to making a purchase decision. It
should also be noted that among all the sites examined by this study, Amazon
is the only one on which you can directly buy a product.
For the purposes of this study, iProspect considers a social networking site to
also be a "social search engine" if it has a site–level search capability that
allows visitors to query the user generated content within the site. All the
sites referenced within the study have site–level search capabilities and are
therefore considered social search engines. All the sites discussed within the
study also allow their user–generated content to be indexed by at least some
search engine spiders, so that their content can also be found through the use
of traditional search engines. So for purposes of this document, the terms "social
networking site" and "social search engine" are used interchangeably.
The specific websites that were included in the survey questions were selected
based on iProspect's own clients' interest in, and utilization of, these sites
as marketing vehicles more than other such sites. iProspect acknowledges that
websites such as Eurekster,
Digg,
Wikipedia,
Wikiasari,
Squidoo
and many others may be considered part of the emerging category of "social
search," but neither the survey, nor this resulting study, attempts to take
an exhaustive look at every possible social networking or social search engine
currently in existence. It does, however, include some of the largest, most
well known, most visited, and most talked about players in the social networking
space. The inclusion or exclusion of a particular website in this study also
does not validate or invalidate that site as a viable site for marketing
purposes, because marketers' business models, product/service lines, and marketing
goals vary widely.
At times throughout this document the word "participation" is used in reference to
activities in which a marketer may engage on a social search engine. This use of
the word is simply meant to represent the variety of ways in which a marketer could
cause content that pertains to his or her company to appear on a social networking
site. This could be in the form of a paid advertisement, a comment or feedback to a
user dialogue, a rating or a tag, a "custom page" dedicated to their brand, or the
ethical facilitation of user–generated content being added by a marketer's customers.
Finally, the survey's questions were fielded as part of a longer JupiterResearch
survey that included questions on a variety of topics. Response data from iProspect's questions
was compiled and analyzed by JupiterResearch's custom research division and was then presented
to iProspect in February 2007. iProspect reviewed and studied the analysis performed by Jupiter,
and identified findings it felt would be of interest to not only its clients, but to all online marketers.
iProspect created this document, the iProspect Social Networking User Behavior
Study, in order to share those findings, as well as provide commentary on the
insights gained, and the trends recognized, within those findings. The study goes
on to provide advice to marketers on how to take advantage of the opportunities
that the survey uncovered. Please note that JupiterResearch subsequently reviewed
and approved the final content of this study prior to its publication by iProspect. All
figures cited within this study reflect only the U.S. online adult population
(ages 18 and over).
Methodology
In January 2007, JupiterResearch designed and fielded a survey to online consumers
selected randomly from the Ipsos
U.S. Online Consumer Panel. A total of 2,223 individuals responded to the
survey. Respondents were asked approximately 25 closed–ended questions about their
behaviors and preferences regarding online holiday shopping, search, ISP and video,
online social networking (on behalf of iProspect), and online dating.
Respondents received an email invitation to participate in the survey with an attached
link to the Web–based survey form. The samples were carefully balanced by a series of
demographic and behavioral characteristics to ensure that they were representative of
the overall online population. Demographic weighting variables included age, gender,
household income, household education, household type, region, and market size.
Additionally, JupiterResearch took the unconventional step of weighting the data by AOL
usage, online tenure and connection speed (broadband versus dial–up), three key determinants
of online behavior. Balancing quotas are derived from JupiterResearch's Internet Population
Model, which relies on U.S. Census Bureau data and a rich foundation of primary consumer
survey research to determine the size, demographics and ethnographics of the U.S. online
population. The survey data are fully applicable to the U.S. online population within a
confidence interval of plus or minus 3%.
In this survey effort, JupiterResearch worked with its research partner, Ipsos–Insight
on the technical tasks of survey fielding, sample building, balancing, and data
processing. IpsosנInsight is one of the largest market research companies in the U.S. and
maintains a general research panel of 400,000 households. Ipsos–Insight also has access to
the Ipsos U.S. Online Panel, which comprises two million Internet users, offering JupiterResearch
an effective way to target and survey current online users. Panel–based market research enables
researchers to have baseline knowledge of each survey respondent, to increase survey participation
rates, and to permit careful rationing of survey fielding to reduce survey burnout.
Executive Summary
The iProspect Social Networking User Behavior Study findings should be of significant
importance to both search engine marketers, and to the social networking sites
themselves, as it uncovers a number of opportunities for both constituencies.
Findings & Implications
All three major search engines (Google,
Yahoo! and MSN)
have a much higher percentage of the total U.S. online population visiting their sites on a daily and weekly
basis than even the largest, most frequently visited, social networking sites. So despite widespread search
marketing industry buzz about "social search," marketers should continue to invest time, effort, and resources
ensuring that their Web pages are found in both the paid and natural search results of the major search engines
in order to be exposed to the largest audiences.
The most frequently visited social networking sites are visited by approximately one out of
every four Internet users at least once a month. So despite not receiving visits in the
quantities, or with the frequency enjoyed by the major search engines, a significant number
of Internet users are currently visiting these sites somewhere between daily and monthly. Marketers
should take note of this and identify the social networking sites whose "communities" of visitors
closely match the profile of their target customers and prospects. Opportunities to reach target
audiences on these sites, and to obtain links on these sites to marketers' own sites, are available
through various types of "participation." Finally, marketers should perform actions to expose
prospects to this participation through a variety of channels (see #5 below).
Though sites such as YouTube and
MySpace were designed to appeal to a
high percentage of the online user population, many social search engines have been built
to serve, and attract, a community that is defined by their affinity to a vertical industry, a
business model, or an interactive activity type. Sites such as
del.icio.us (bookmarking),
LinkedIn (BtoB), and
TripAdvisor
(travel and hospitality), though visited by less than 10% of Internet users,
nonetheless can serve as highly targeted, extremely effective means to reach very specific
profiles of potential customers. Marketers should research their industry's/niche's universe
of social networking sites, and explore those offering this special targeting.
Roughly one out of five visitors does not perform a search once they arrive at a social
search engine. One probable reason is that in all cases, the user–generated content from each
of the sites addressed by this study is indexed by at least some of the major search engines. As
a result, these visitors are able to directly reach content on the sites without having to use
the site's own search functionality. Given this user behavior, marketers who identify a particular
social networking site whose community of users closely matches their target audience should be
sure to investigate how much of the site's content is indexed in the major search engines. The
easier the site's user generated content is to find on search engines, and the more channels
that are available for Internet users to find content on one of these sites (see #5 below), the
better the chance for marketing success.
Visitors primarily arrive at social networking sites through direct navigation/bookmarking, Google
search, Yahoo! search, and links in emails (in that order). So aside from making certain that a
marketer's particular form of participation on these sites can be found by users of Google and
Yahoo!, they can also help their cause by ensuring that their content is of high enough interest,
quality, or value that it will serve as "link bait" or "bookmark bait." Doing so will encourage
repeat visits, as well as the ability for direct navigation to the content. It is also apparent
that the proactive pushing of potential visitors to social networking sites via email (from a
current site user or from a marketer) is an important activity and channel in which to engage.
Internet users who visit social networking sites do so for a variety of reasons (or intents)
including: for entertainment, to connect or network with others, to research a product or service,
to purchase a product or service, and "other." The vast majority does not go to these sites with
the intent to research or purchase products/services. But those marketers hoping to place their
products in the path of motivated prospects ("pull marketing") should consider developing a
strategy for participation on those sites where visitor intent is to research or directly purchase
products or services. On the other hand, brand marketers should take advantage of the sheer
numbers afforded by the majority of sites where visitor intent is to be entertained, or to
connect/network with other people — where "push marketing" can be employed. These sites are
more suited to introduce, or build awareness of a brand, product, or service to a community.
It's still early in the history of social networking, yet one out of three Internet users is
already taking advantage of a site containing user–generated content to help make a decision to
buy, or not to buy something. This bodes well for the future of these sites that take advantage
of our human nature to trust the recommendations (and warnings) of fellow consumers more than we
do the claims and "marketing–speak" of professional marketers. Given this user behavior, marketers
need to initiate ethical mechanisms within their marketing mix to help drive, or provide incentive
for the creation of positively–focused user–generated content about products and services on
social networking sites. They should also perform a thorough "online reputation assessment" of
the positive, negative, and neutral user–generated content on the leading social networking sites
that apply to their target audience — especially any that appear within the first page of results
of the major search engines. Once identified, positive steps can be taken to mitigate the impact
of damaging content (see #8 below).
The majority of visitors to social networking sites have not posted comments on those sites. This
creates great opportunities for marketers to create their own content for these sites (if allowed by
the site's functional model) or to devise ethical ways to cause their current customers to post
positively–focused comments. Though there is a mix of positive and negative comments about products
and services across these sites, there is also a trend toward non–product–related comments being
posted on sites where user intent is not to research or purchase a product, and little purchasing
influence is generated. Depending on marketers' goals– they should participate on sites where the
type of content that matches their marketing strategy can be found. It is also vital for marketers
to "embrace" negative comments about their brand, product, services, employees, business practices,
etc., that is discovered on social networking sites. By openly, honestly, and transparently addressing
each piece of negative content — admitting to mistakes, explaining the steps being taken to fix or to
improve — and doing so in a sensitive, factual, and non–promotional way, marketers can accomplish
three important things: 1) they call their side of the story to the attention of their target
community, 2) they demonstrate that they are human and are deserving of forgiveness and trust, and
3) they add neutral–to–positive content to the sites that contain the negative content.
The 18–24 year old age group is more prolific at visiting social networking sites and the major
search engines weekly, as well as at posting content on social networking sites. This was the youngest
age group surveyed and it's no surprise that the extremely Internet–savvy users visit these sites more
frequently and are more interactive once they arrive. Marketers whose products or services target this
age group have even more reason to establish a form of participation on sites frequented by these
ultra–interactive users. Proactively engaging this age group (if, and where relevant) can both facilitate
a rich channel of customer feedback and other user–generated content, as well as help establish a feeling
of trust within this target community.
Questions & Responses
This study focuses on the findings generated from the following questions and responses:
1. When Internet users were asked…
"During the past 12 months, how frequently have you visited each of the following websites?"
2. When Internet users who had visited one or more of the social networking sites referenced in
Question #1 (which excluded Google, Yahoo!, and MSN) were asked the following about those sites which
they had visited in the past 12 months…
"Thinking of the last time you visited the following websites and performed a search, what
was the reason for your search?"
5. When Internet users who had visited one or more of the social networking sites were asked
the following about those sites which they had visited in the past 12 months…
"Thinking of the last time you visited the following websites, please indicate which of
the following methods you used to reach each site."
Just to reiterate, for purposes of this study iProspect defines a "social networking website" as one
that allows Internet users have the ability to add user–generated content such as: comments, reviews,
feedback, ratings, or their own dedicated pages. All of the sites examined within this study allow
posting of user–generated content. And for the purposes of this study, iProspect considers a social
networking site to also be a "social search engine" if it has a site–level search capability that
allows visitors to query the user generated content within the site. So for purposes of this document,
the terms "social networking site" and "social search engine" are used interchangeably.
As a reminder, the specific websites that were included in the survey questions that produced this
study were selected based on iProspect's own clients' interest in, and utilization of, these sites
as marketing vehicles more than other such sites. This resulting study does not attempts to take
an exhaustive look at every possible social networking or social search engine currently in existence,
but does include some of the largest, most visited players in the social networking space. iProspect
acknowledges that websites such as Eurekster, Digg, Wikepedia, Wikiasari, Squidoo and many others may
be considered part of the emerging category of "social search," but neither the survey, nor this
resulting study, attempts to take an exhaustive look at every possible social networking or social
search engine currently in existence.
1. Social search engines are far from replacing the major, traditional search engines in terms of
quantity and frequency of visits. Consequently, marketers need to continue to take action to ensure
their websites are found in both the paid and natural search results of the traditional search engines.
As is illustrated in the chart that appears under Question #1 within the "Questions & Responses" section,
the three major search engines (Google, Yahoo! and MSN) are visited more frequently by a far higher
percentage of the U.S. adult online population than all of the social networking sites included in
the study. Yahoo! (whose home page is a true portal that includes access to its popular email feature)
is visited daily by 40% of the adult online population. Google (the largest search engine according to
market share, primarily offers search functionality on its home page) is visited daily by 33% of the
adult online population. MSN (also a portal to other features) is visited daily by 22% of the U.S.
adult online population.
Compare these figures with MySpace, the most frequented of the social search engines included in the
study, with just 12% of the adult online population visiting daily. It quickly becomes clear why continued
investment in being found within the results of the major search engines is still a highly recommended
marketing strategy.
2. Social networking sites are being visited regularly by a meaningful percentage of the U.S. online
population, with many sites attracting specific "communities" of visitors whose characteristics match
those of specific audiences targeted by marketers.
When focusing on the visitor frequency of the social networking sites examined, the data reveals that most
have never been visited by the majority of the online user population (see chart that appears under Question
#1). Several, however, are visited at least monthly by roughly a quarter of Internet users, including:
Amazon (29%), MySpace (28%), and YouTube (20%). Of particular interest
is that YouTube is visited at least monthly by 28% of online men, and by only 12% of online women — a fact that
marketers of men's products or services could use to their benefit.
The finding that some social networking are regularly being visited by a significant percentage of the
online population illustrates a key advantage that these sites can offer marketers: the ability to
participate on sites whose frequent visitors share a predominant set of traits that effectively define
them as a "community." This is something that traditional search engines, despite the advent of
demographic targeting, cannot yet offer marketers to the extent that social networking sites
can. Marketers' participation on these sites could include activities such as placement of paid
advertising, the posting of comments/feedback/ratings, and the creation of a "custom page"
dedicated to a brand.
From a logistical standpoint, participating on social networking sites in a way that would allow a marketer
to add a link from the social networking site to his or her own brand's site provides an additional traffic
channel as well as additional link popularity.
3. Some social networking sites that received visits from a very small percentage of the online population
may nonetheless be viable vehicles for niche, or vertical–specific marketing.
Several of the social networking sites included in this study — ones that have received a fair amount of
press coverage and are regularly discussed in search engine marketing circles — have never been visited
by the extreme majority of the online population (see chart under Question #1). Specifically, del.icio.us
(97% never visited), LinkedIn (96% never visited), and TripAdvisor (91% never visited) are sites whose
targeted vertical industry or niche, or their functional model, have focused industry interest on them,
and as a result, have made them excellent resources for marketers whose target markets fall within those
industries or niches.
This is not to say that every vertical industry, or every possible audience profile niche, has a corresponding
social search engine containing laser–focused content that attracts ultra–qualified visitors. However, where
such sites exist, their functional model is often unique and "quirky" enough to grab the attention of industry
press and marketers alike.
4. Visitors to social search engines don't necessarily launch a search once they arrive, posing challenges
to marketers who want their "participation" to be found.
In the chart under Question #2 within the "Questions & Responses" section, it is apparent that
the search function of several of the social search engines examined by the study are used much less frequently
than others. For example, 28% of visitors don't perform a search on iVillage, 23% of visitors
don't perform a search on MySpace, and 22% of visitors do not perform a search on FaceBook. This data
suggests that some visitors are most likely getting to the content they seek on these sites through other means
(see detailed Finding #5 immediately below). In particular, many Internet users are performing
searches on the major search engines, finding content from these search engine–friendly and well–indexed
sites within their search results, and are clicking directly to the content they seek. In this way, they
bypass the sites' home pages and their own site search functions.
Marketers participating on these sites have the opportunity to dominate the search results page of the major
search engines. They may have two of their brand's website pages showing up within the natural results, as
well as an ad appearing in the sponsored listings. Additionally, positive content about the brand appearing
on these social networking sites can potentially result in multiple additional natural search results on
the same results page.
Sites where a higher percentage of visitors are performing searches are relying more on site search to
find content, and are most likely not as well indexed by the major search engines or as search engine–friendly
as they could be. Marketers should seek out well–indexed, search engine–friendly sites for their initiatives to
enhance the chances of dominating the search results page and having their content found by the online population.
5. Social search engines' visitors arrive through a number of methods, requiring marketers to facilitate
multiple incoming channels to maximize the traffic to their content on the site.
The findings from the chart that appears under Question #5 within the "Questions & Responses" section indicate that
visitors reach social networking sites through a variety of means. (This data adds further support to Finding #4
above.) The most prevalent channel to reach these sites is direct navigation (by simply typing in the known URL
of the sites), or by accessing a personal bookmark on one's browser to bring a user to the site. Amazon, FaceBook,
MySpace, and Craigslist are all examples of sites where more than 50% of the user population reach them via theses means.
But beyond direct navigation and bookmarking, the power of other channels at driving visitors to these sites is
fairly even, and includes: links in emails, Google search, Yahoo! search, MSN search and "other."
This once again supports the point made in Finding #5: a well–indexed site with content that is easily
found in the major search engines is good for the site and an attractive characteristic in the eyes of marketers
(note the obvious anomaly where 49% of the user population to the Yahoo! Answers site gets there from the Yahoo!
site — no surprise there).
Of interesting note is the fact that 58% of the online female population uses direct navigation or bookmarks to reach
MySpace, while 47% of online males do the same. And direct navigation visitors to Yahoo! Answers are made up of
20% of the female online population, and just 11% of the male online population. This gender–specific data provides
knowledge upon which savvy marketers may be able to capitalize.
Another way to use email to drive prospects and customers to specific content on a social networking
site (to increase traffic to, and enhance the link popularity of that content) is to provide easy
"copy–and–paste" link functionality within the email sent to prospects. This will allow recipients
to easily copy and paste code into their personal websites to direct users to content they believe
is interesting or useful on the social networking sites.
6. Some social networking sites are inherently better for marketers with selling and ecommerce
goals, while others are better suited for brand building and awareness.
According to the chart under Question #2, visitors to each social networking site tend to have a
predominant reason why they use search at the site. YouTube visitors are primarily seeking
entertainment (72%, swelling to 76% if using broadband to access the Internet). Both FaceBook
(49%), and MySpace (35%) visitors are seeking to connect/network with others. Sites where search
was used for researching a product or service include: TripAdvisor (56%), Yahoo!
Answers (39%), Craigslist (39%) but with an interesting split between 46% of online women and just 33% of online
men), and iVillage (32%). As discussed earlier in the "Background & Definitions" section, Amazon
is the anomaly here, with 41% of the online population visiting it to research products and
services, and 46% visiting it to actually purchase products and services.
Given the reasons Internet users use search at the social networking sites, marketers can easily identify
the sites that would be most likely to generate an immediate purchase, or influence a future purchase. Through
the same means, they can also identify the sites that would be more useful to introduce a brand to an audience,
generate awareness of a product or service, or affect some branding. Research conducted to discover the main
intent of the majority of users to a site should also be used to help drive the type of marketing strategy to
be pursued on that site.
7. Social networking sites are influencing the purchasing decisions of a meaningful percentage of the
Internet users who visit them, requiring marketers to identify the sites where the level of influence is
high, and to devise ways to positively engage with the visitors of those sites ("communities").
The chart under Question #3 shows that across all the social networking sites reviewed for this
study, 34% of the Internet user population has had a purchase influenced (one way or another)
by one of these sites. All the editorial content that's been generated within the last year about how
the consumer is now in charge and that the marketer is merely along for the ride becomes more understandable
given that one in three Internet users has had a purchase decision influenced by content generated by
another Internet user.
As explored in #6 above, sites that influence the highest percentage of the user population
(Amazon at 28% and Yahoo! Answers at 4%) are sites whose users visit primarily with the intent of either
researching or purchasing products or services (no surprise). An interesting finding is that Amazon's 28%
becomes 33% for the online population using broadband to access the Internet. And Amazon's 28% becomes 33%
for the user population that has been online for five or more years, and reaches 40% for that part of the
online population that is both using broadband and has been an Internet user for five or more years.
It is incumbent on marketers to analyze the inherent "DNA" of sites on which they are considering
participation. Specifically, they should target sites that both do a great job attracting visitors
whose intent matches the type of marketing strategy they want to employ, as well as those whose user
"community" demonstrates traits that are comparable to those of the targeted audience. In addition,
they also need to assess the appropriate form of participation based on the nature of the content
model of the site. For example, does it allow for the building of pages dedicated to a brand? For
linking to that brand's site? For posting comments or engaging in an online dialogue with users? Or
placing paid advertising? It's key to a marketer's success to select the method(s) of participation
on these sites that are most readily used, and accepted, by its user community.
The use of "online reputation assessment" techniques is also recommended in order to identify the content
that may have a negative purchasing influence. Once identified, various techniques can be implemented
(on both the marketer's own brand site, and on targeted social networking sites) to mitigate the negative
content by replacing its search engine visibility with positive and neutral content.
8. While a percentage of visitors to social networking sites add user–generated content to the sites
they visit, the vast majority do not. This provides marketers with opportunities to ethically influence
their customers to produce content on these sites which portray their brands in a positive light.
Looking at the chart under Question #4, it's obvious that posting content on social networking
sites (an activity which, ironically enough is inherent in defining a site as a social networking site) is
not yet common practice among the vast majority of the online user population.
For marketers, adding content to a social networking site can be as direct and commercial as placing a
display, search, or contextual ad for products on the site. Or, marketers may post user–generated
content (perhaps about an upcoming free customer–only event or offer), include a link to an
existing positive comment on the site within a monthly newsletter (encouraging readers to add their
own "success stories" about products when they arrive there), or create a custom page dedicated
to a brand, products, or services (on sites that provide this model).
The marketplace is full of horror stories of marketers who posted positive or
self–promotional content on social networking sites under the guise of being
just another visitor to the website, and failing to identify themselves as
representatives of the very brand that their content was supporting. When this
form of "fraud" is detected, retribution on the part of user communities has
typically been both swift and merciless. Brands immediately lose any credibility
and trust that they had built within their online communities, and a plethora of
negative user–generated content typically ensues. So the watchwords for any
dialogue with your target audience on a social networking site are openness,
honesty, and transparency.
Also, realize that it may be significantly easier for a marketer to place new
content on a social networking site than to add similar content on his or her own
brand's site — based on access to development resources and the timing of site
update schedules.
Finally, marketers should seek to participate on social networking sites that
provide some sort of "reward" for their users who post, tag, or rate content on
the site. These rewards could take the form of "points" redeemable by the user for
something of value, or as automated suggestions generated by the site of related
products that the user may be interested in exploring. Any mechanism that facilitates
users telling more and better stories on these sites should be of interest to marketers.
9. The younger the user, the more apt he or she is to visit, frequent, and proactively
interact with a social networking site, enabling marketers who target younger prospects to
effectively do so through prudent participation on these sites.
MySpace (68%), YouTube (65%) and FaceBook (42%) are all visited by a greater percentage
of the 18–24 year old user population, as well as more frequently than other age
groups. They also search YouTube (81%) and MySpace (41%) for entertainment purposes
more than other age groups. And finally, 18–24 year olds post comments on MySpace (56%),
YouTube (31%) and Amazon (30%) more than other age groups.
Frankly, it would have been interesting to have surveyed 15, 16, and 17 year
olds about their use of these sites, as they may be even more prolific at some of
these activities than even the 18–24 years olds. But the lesson to be learned here
is that the youngest group of Internet users surveyed are using social networking
sites with a greater frequency, in greater numbers, and more interactively than
older users who have been using the Internet even longer than their younger counterparts.
Marketers of brands, products, and services that apply to consumers in this
younger age bracket must not only recognize the importance of social networking sites
as a channel to reach these prospects today, they should also realize that as these 18–24
year olds mature and migrate into the next age bracket, their use of social networking
sites will probably increase as the number and variety of social networking sites
grows, and the options to join online communities gets exponentially larger. By
engaging with these users now, marketers have the opportunity to build a relationship
with them that could potentially last a lifetime.
Click below to view Internet Retailer interview clip with
iProspect President, Rob Murray, on the topic of social networking.
Findings from iProspect research are regularly used to enhance our service offerings
and to educate clients on search engine marketing best practices and industry
trends. iProspect studies are frequently quoted by speakers at search marketing
industry events, and by both business and trade press.
With offices in Boston, San Francisco, Madrid,
Amsterdam, Stockholm, Oslo, and Copenhagen,
iProspect can be contacted at 1–800–522–1152, or
by visiting www.iprospect.com.
Questions regarding this release should be directed to iProspect
Media Relations Manager, Colleen Reed, at 1–800–522–1152
x1203 or colleen.reed@iprospect.com.
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