Usability blogger David Hamill offered some suggestions on best practices for web site FAQs. To web FAQ designers, Hamill suggests a number of sometimes contentious notions, such as the seven I excerpt below:- Do you really need an FAQ or are you trying to cover for content deficiencies?
- Most visitors will ignore your FAQ
- Don't call them FAQ's (jargon?)
- Don't hide them - Make them more findable
- Use a little empiricism to track what's really frequent
- Ask the questions the way users would phrase them
- Hide answers until they're needed
This advice is perhaps obvious, but frequently ignored. Surprisingly often, there is no FAQ to be found at all.
Now that your interest in FAQs is piqued, have a look at Microsoft's Vine FAQ. What could Microsoft have done better for this enterprise? How well does their FAQ effort match up with the objectives of what is currently a beta initiative?
A more thorough KBS analysis of FAQs is needed, but is be left for a pending blog dedicated to that subject.
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