There’s no “right” design method for delivering FAQs, but any way you shape it, FAQs are content, and content is king. You must be sure the content you’re presenting is efficient and effective.
- have outdated information
- answer nothing
- are not organized
- take the user through circular links
- are recycled information from the sit
- answer questions your customers are really asking. If you have a customer service department, support center or call center, find out what questions they regularly answer.
- include timely questions. Are you answering the same questions today as you were last year? Maybe there is an issue there to be fixed.
- are straightforward in their answers and clear in their expression.
- resist the temptation to use marketing-speak. Customers want answers to a question, not a commercial.
- are professionally written. Nothing turns off customers faster than getting a techno-geek answer when what they need is well-written, plain-language instructions.
- are easy to find and search.
- are referenced throughout your site.