This post was originally published on DigitalGov.
If you write clear web content that is easy to navigate and answers your readers questions, you will not need to create a FAQ. FAQs often cause your readers more frustration.
Frequently Asked Questions (FAQs) can be overwhelming and leave your customers searching through a sea of content. Before creating a FAQ, think about what you are trying to say, what you want people to do with that information, and the most effective way to convey that information. Often your best solution is a clear, well-organized main content page explaining a process.
How to write better FAQs
-
Supplement your main content with FAQs, but don’t try to replace the main content. Do not use FAQs to explain an entire process; a landing page should explain the basics.
-
Use real customer feedback. Do not assume what kinds of questions people will have. Monitor customer calls and emails to create helpful FAQs.
-
Use language that non-experts will understand. Use plain language when drafting FAQs. Do not burden your reader with insider jargon or undefined acronyms.
-
Provide unique content with your FAQs. When a FAQ has the same content as other Web pages, it usually means that the FAQ content is redundant and can easily become outdated, especially when content to the website is updated but the FAQs are not.
-
Limit the volume of content. When there are too many questions, searching through them can overwhelm the reader. They may never find an answer to their question.
Designing and editing FAQs
If your agency is using FAQs, the order, length, and content is critical in providing a good user experience. When editing, Catania uses the following process:
-
Read through all of the FAQs first. Then, go through and group them by topic/subject.
-
Develop headings for each section and organize the content in a way that would make sense to the reader.
-
Read through each section and edit the content.
- Focus on steps in a process. Think about what the reader is trying to accomplish.
- Eliminate redundancies. This often helps with organization.
For a good agency example, see the Transportation Security Administration’s Frequently Asked Questions about travel. This page:
- Highlights real questions from flyers
- Uses clear headings to chunk the FAQ into sections and accordion files to keep the page short
- Has short, conversational questions
Turning FAQs into web content
Whether you are trying to eliminate your FAQ section or make certain pieces of information more visible, you may find yourself turning FAQs into web content. Consider the following:
- How many questions are in the FAQ?
- Who will be looking at this content?
- Is the current format helpful to the reader?
- Is this information already available on the web in another format?
- Is the current format easy for readers to navigate and understand?
At USCIS, the Form Filing Tips page began as a lengthy FAQ. Kathryn Catania’s team turned it into web content by adding jump links and headings for people to find their answer.
Resources
FAQs
If you write clear web content that is easy to navigate and answers your readers questions, you will not need to create a FAQ. FAQs often cause your readers more frustration. Frequently Asked Questions (FAQs) can be overwhelming and leave your customers searching through a sea of content.
Are FAQs still relevant? ›
Just because FAQs aren't displayed as much in rich results doesn't necessarily mean we should do away with them entirely. Many site visitors do read FAQs and find them helpful and informative. Instead of doing away with FAQs entirely, make sure that your FAQ page is relevant and useful for customers.
What is the current status of plain language? ›
The current administration does not have a formal plain language initiative, however a mandate for communicating clearly with the public is part of the Strategic Plan in a number of federal departments and agencies. Many agencies have strong, active plain language programs in place.
What is the plain language rule? ›
The Plain Writing Act of 2010 requires agencies to write documents for the public that are easy to understand and use.
What can I use instead of FAQ? ›
What is another word for FAQ?
| frequently asked questions | common questions |
|---|
| help section | online guide |
| questions and answers | docs |
| documentation | commonly asked questions |
| answers to common questions | |
Benefits of a FAQ Page
Customers can easily find answers to their questions about your product or business all on their own. However, FAQ pages don't need to be entirely made up of customer service questions. Helping your customers navigate your site and make decisions is more than just addressing common questions.
Is it necessary to have a FAQ? ›
A small amount of fat is an essential part of a healthy, balanced diet. Fat is a source of essential fatty acids, which the body cannot make itself. Fat helps the body absorb vitamin A, vitamin D and vitamin E. These vitamins are fat-soluble, which means they can only be absorbed with the help of fats.
How many questions should a FAQ have? ›
Fewer than five questions might indicate you haven't done your research… or that you didn't need an FAQ to begin with. Fielding dozens of questions isn't good either, but if they're all necessary, consider splitting your FAQ into multiple pages.
What is the main purpose of FAQs? ›
Frequently asked questions, or FAQs as they are known, are a great way to improve your customer's experience of your website. It allows you to answer the questions that are most commonly asked surrounding your product or service. At the same time, there are also many other benefits to having FAQs on your website.
What are the arguments against plain language? ›
The major criticism of plain language is that its guidelines do not have sufficient research to back them up.
Non-profit organizations
The Center for Plain Language is a federally tax-exempt non-profit membership organization made up of people in government, academia, and business who are dedicated to promoting and supporting plain language in the public and private sectors.
Is plain language a civil right? ›
Vice President Gore believed that plain language promotes trust in government, and said, “Plain Language is a civil right.” As the lead for the plain language initiative, he presented No Gobbledygook Awards monthly to federal employees who took bureaucratic messages and turned them into plain language that citizens can ...
What are the 5 rules of plain language? ›
Top 10 Principles for Plain Language
- Write for your reader, not yourself. ...
- State your major point(s) first before going into details.
- Stick to your topic. ...
- Write in active voice. ...
- Use short sentences as much as possible.
- Use everyday words. ...
- Omit unneeded words.
- Keep the subject and verb close together.
From language learners to advanced readers, everyone benefits from plain language. Plain language is one element of clear communication. It means you are communicating with your audience in a way that's understandable and direct.
What is an example of plain language? ›
The only details they include are those necessary for the reader to understand the sentences' meaning. For example, signage at a train platform might include the sentence “Wait behind the yellow line.” This plain sentence includes the line's color so travelers know where to stand and wait.
Is a FAQ page a good idea? ›
FAQ pages aren't only beneficial for customers; they're a game-changer for your business. Take a look at the benefits they bring to the table: They serve as an indispensable resource for addressing common queries, significantly reducing the influx of repetitive customer inquiries.
Should it be FAQ or FAQs? ›
FAQ can be pronounced as an initialism, "F-A-Q", or as an acronym, "FAQ". Web designers often label a single list of questions as a "FAQ", such as on Google Search, while using "FAQs" to denote multiple lists of questions such as on United States Treasury sites.
