Comments on: Stop the FAQ Page Bandage

By: Sarah Lynn

Sarah Lynn — Sun, 28 Nov 2010 13:53:22 +0000

I have recently redesigned my website and included a simple FAQ page. It addresses a lot of questions I typically receive via email about working with us. Let me know what you guys think! I’d love some feedback.

http://www.sarahlynndesign.com/faq.html

By: Angry Zebra

Angry Zebra — Fri, 26 Nov 2010 19:40:50 +0000

Bob: then put the FAQs in the right area and bring them out in the copy more effectively.

The issue is people not knowing how the online world works deciding what is best by fiat. You can show them all the data in the world, but if they don’t care, the problem won’t be solved.

By: Bob

Bob — Fri, 26 Nov 2010 16:25:59 +0000

>Using FAQs is just lazy writing.
I agree with this but only in part. If a question is asked very frequently it should show up somewhere more prominently on your website. Most times you don’t know up front which questions will be asked the most which is why it is a good practice to create your FAQs and then monitor them to see which ones get the most views. You are monitoring your FAQs are’nt you? There are tools that make this easy.

By: Angry Zebra

Angry Zebra — Wed, 24 Nov 2010 19:39:15 +0000

If you are having FAQs you need to write your content to address those questions. Using FAQs is just lazy writing.

For example, my employer routinely launches new programs with FAQs. There is no way anybody could know FAQS yet, but they are written. That way the program content never needs to be rewritten.

Over the summer my employer was mandated by its regulatory body to introduce its customers to new pricing requirements. It was written in a FAQ format. It was revised daily for 3-4 weeks. Hardly a model of efficiency or addressing customers’ concerns. The underlying problem is customer confusion and fear over rising rates. We finally implemented a slider widget allowing comparisons between the old price and the new rates and the customer backlash abated. However, I had to deal with people who had no idea how customer interaction happens in the online environment and had to endure their constant revisions before they would listen to an alternative solution.

By: Josh

Josh — Mon, 22 Nov 2010 17:55:59 +0000

I guess integration’s the name of the game. The usual FAQ page I guess was once thought to be the best touchpoint with users experiencing issues–but I strongly agree with the point made that such information should be put to good use in correcting design flaws. Never really thought of that before. :)

By: Paula

Paula — Mon, 22 Nov 2010 14:19:11 +0000

If you think FAQs are important you really should check out Sunbeam Softwares Answer Center. Its a dynamic FAQ system. Really easy to use and keeps our FAQs nice and organized.

By: Sachin Gupta

Sachin Gupta — Mon, 22 Nov 2010 06:37:28 +0000

That’s true most of the website are not use FAQ page as good as they must be. While it is most important part for understanding the services and support for users.

By: dave

dave — Sun, 21 Nov 2010 23:23:23 +0000

Good post. FAQs definitely need to be maintained and updated regularly.

By: Bob

Bob — Sun, 21 Nov 2010 14:57:40 +0000

FAQs are an integral part of many website but they need to be maintained. many look like just an afterthought and usually they are full of outdated information

By: Michael D

Michael D — Sun, 21 Nov 2010 14:05:00 +0000

It’s nice to sometimes share articles by email to my colleagues. Hope you guys incorporate that soon.