General
Q1. What is an FAQ?
A1. An FAQ, or document that elucidates Frequently Asked Questions, is a tool that can be used by anyone who is trying to explain, or add context and details to, an event or process.
A1. An FAQ, or document that elucidates Frequently Asked Questions, is a tool that can be used by anyone who is trying to explain, or add context and details to, an event or process.
Q2. What are the benefits of FAQs?
A2. FAQs have good internal and external benefits. The process of building the FAQ can
A2. FAQs have good internal and external benefits. The process of building the FAQ can
· Bring to light outstanding questions
· Tease out issues that need to be resolved
· Get everyone on the same page, with the same information and the same way of articulating answers to questions they might be asked
Publication of the FAQ can
· Save time and money (as when an FAQ is used in the capacity of customer self-service)
· Help influencers gain understanding of your organization’s products, services and/or goals
Q3. When is an FAQ needed?
A3. An FAQ is most useful at the time of an announcement, and/or as a reference document if and when specific questions can be anticipated in the general course of business (for example, technical people use them all the time, and frequently publish them).
A3. An FAQ is most useful at the time of an announcement, and/or as a reference document if and when specific questions can be anticipated in the general course of business (for example, technical people use them all the time, and frequently publish them).
Q4. What are some specific examples of this?
A4. FAQs are very good for
A4. FAQs are very good for
· Providing technical support
· Enabling customer self-service
· Preparing for media conversations (press conferences, interviews, etc.)
· Supporting internal announcements that affect groups of people
Content
Q5. What is the FAQ format?
A5. This is a good FAQ format. It is a set of questions and answers, divided into categories and numbered for reference sake.
A5. This is a good FAQ format. It is a set of questions and answers, divided into categories and numbered for reference sake.
Q6. What should my FAQ contain?
A6. The FAQ should include any or all questions that you feel need to have answers in order for you, or your organization, to be prepared for an event or process and/or to support others interested in the event or process.
A6. The FAQ should include any or all questions that you feel need to have answers in order for you, or your organization, to be prepared for an event or process and/or to support others interested in the event or process.
Process
Q7. How should I go about writing the FAQ?
A7. Think about your subject from the point of view of others who will be on the receiving end. What have you told them? What else would they want to know? Don’t discount the importance of reaffirming the former, and thinking through the latter in a lot of detail. You can always edit what you write.
A7. Think about your subject from the point of view of others who will be on the receiving end. What have you told them? What else would they want to know? Don’t discount the importance of reaffirming the former, and thinking through the latter in a lot of detail. You can always edit what you write.
Q8. What if all of the content does not relate to the entire audience?
A8. Try putting all of the content into one master FAQ, and then parse it out for different audiences and make separate FAQs for each. Note that there will likely be overlap between the FAQs.
A8. Try putting all of the content into one master FAQ, and then parse it out for different audiences and make separate FAQs for each. Note that there will likely be overlap between the FAQs.
Q9. What if I am not comfortable making all of this information public?
A9. You do not need to publish all, or any, of the questions and answers. The FAQ is a good platform for stress-testing your preparedness, and for getting everyone on the same page with consistent answers. Once you have a good list of questions and answers, you can decide what, if anything, to make public.
A9. You do not need to publish all, or any, of the questions and answers. The FAQ is a good platform for stress-testing your preparedness, and for getting everyone on the same page with consistent answers. Once you have a good list of questions and answers, you can decide what, if anything, to make public.
Q10.What should the review cycle be for an FAQ?
A10. Make a list of stakeholders—individuals, teams and/or other groups who have a vested interest in the content of the FAQ. Ask each to review the FAQ. To make the process efficient, ask any groups to consolidate their feedback. For sensitive information, include legal review. In these cases, especially if the FAQ is to be published, it’s a good idea to have attorneys involved in the beginning of the process and then again at the end of the process, during the final review.
A10. Make a list of stakeholders—individuals, teams and/or other groups who have a vested interest in the content of the FAQ. Ask each to review the FAQ. To make the process efficient, ask any groups to consolidate their feedback. For sensitive information, include legal review. In these cases, especially if the FAQ is to be published, it’s a good idea to have attorneys involved in the beginning of the process and then again at the end of the process, during the final review.
Q11. What if the stakeholders perceive the questions to be critical of them?
A11. This happens. It’s useful to explain up front that the point of circulating the FAQ is to gather information. Any question can be re-worded once there is an agreed-upon answer. In fact, the answer may inspire a different question.
A11. This happens. It’s useful to explain up front that the point of circulating the FAQ is to gather information. Any question can be re-worded once there is an agreed-upon answer. In fact, the answer may inspire a different question.
Q12. When should you update an FAQ?
A12. You should update an FAQ any time you get a good new question, or the answer to a question changes, or you think of a better answer to an existing question.
A12. You should update an FAQ any time you get a good new question, or the answer to a question changes, or you think of a better answer to an existing question.
Q13. How many times have you updated this FAQ?
A13.Four Five.
A13.
