Countless companies’ help lines are usually crowded with customers wanting to find an answer for their questions. Some of these questions are legitimate; some seem to be made just to annoy the help staff. FAQs work to prevent such situations by offering potential help line “customers” the chance to find the information they are looking for on their own, without necessary picking up the phone or sending e-mail.
What Are FAQs?
FAQ is the abbreviation for Frequently Asked Questions. FAQs are organized “collections” of valuable information that usually comes from questions (and most of their corresponding answers) for the most common issues raised by buyers, on various topics. Companies make up such information compilations in order to fulfill their customers’ need for answers.
They are also a solution to00 ease the burden of the customer support group by providing answers on written form to the most commonly asked questions.
FAQs will be available online or offline, burnt on CDs or Video games. The second choice is more viable for people who don’t have access to the Internet, despite the fact that this is a highly unlikely situation.
Writing an FAQ
Why do you need to write an FAQ?
The most common advice when it comes to writing FREQUENTLY ASKED QUESTIONS documentation is that, if you have some experience in a particular arena, if you have ever come across issues that you finally managed to solve, it’s actual good to let other people know it too. FAQs are actually basically about sharing information in a non-selfish manner.
As you submit your FAQs to the appropriate newsgroups, you have a good chance of getting good feedback on your work, and for that reason your efforts will be rewarded.
An FAQ will almost on auto-pilot make you an “expert” (more or less) in your niche. People will contact you and will help you maintain your FAQ up-to-date either by asking yourself more questions (in this case you simply must do some research and update your work), or simply by getting hold of a great deal more relevant information, based on their own experience that can be added to your company FAQ.
What should you write about?
The possibilities are endless. Essentially, any subject will do. There will always be questions, let’s say, in regards to the compatibility between a particular piece of hardware and some software, and also about configuration errors, etc . If you figure out which could really do the most common problems and you have the answers for them, just go ahead and prepare.
It’s a good idea to include a disclaimer in your COMMONLY ASKED QUESTIONS. You should mention there things like the fact that, that as far as you no doubt know, the information provided in the FAQ is accurate (or was initially accurate at the time you posted the respective FAQ world wide web or in a newsgroup), but that you cannot be held liable for every inconvenience caused by following those instructions or using the fact that information.
You can also copyright the information in the FAQ that you put up for public use. Specify the terms under the actual information can or can’t be used without your specific agree, under penalty of law. It can give you the legal point of view just in case.. Yet, experts say that this usually does not work since there are various companies that gather loads of FAQs from directories for the net, burn them on CDs or DVDs, and then sell them all. get more info about sister questions
A Few Tips for Writing FAQs
When you set out to write some sort of FAQ, it is good to follow a few guidelines. Among those, we consider that it’s worth mentioning:
Put yourself in your own audience’s shoes; figure out what questions might be asked and give the answers that you’d like to hear/read
Mind your grammar and spelling; always remember to review what you write, or have somebody else do it for you
Be concise enough to offer the necessary tips in the least amount of words and time, but don’t be when concise as to leave the reader under the impression that they have attained nothing by reading what you have written. Check at the same time an article about writing good software documentation
Remember to usage bullets when you have lists