FAQs Still Deliver Great Value
Web Yodel Team
by Susan Farrell
Summary: A usable website FAQ can improve products, services, information, and user experience as part of your knowledge management process.
Frequently Asked Questions (F.A.Q.s, FAQs or Q&As), when done well, deliver a lot of value not only to your website visitor but also to your organization. The FAQ is a mature information format that orginated in 1982 and has evolved along with the Internet, first in email and then in newsgroups. On the web, FAQs continue to improve, with the addition of hypertext links, visual design, databases, and analytics. Encountering familiar tools and structures helps website visitors walk up and use them without having to spend much thought on figuring out how.
If you spend too much time and money on website email or customer-service calls, or if people have questions before they can buy what you’re selling, you might benefit a lot financially by addressing the bulk of those questions in a systematic way on the web.
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