Frequently Asked Questions also known as FAQ pages, are online pages that contain a series of commonly ask questions and answers on a particular topic, usually revolving around different aspects of the website. Ideally, FAQ pages should help users find answers to their questions quickly and easily without the need for support. This article will explore several aspects of FAQ page creation, ranging from design to efficiency as there are many things that can diminish the effectives of an FAQ page.
Infrequently asked questions:
More often than not, some website owners will launch their new website with a FAQ page. In general, a new website will typically not have any users yet; therefore there would not be any questions received. Without the feedback of true website users, FAQ content is be based on the site owner’s assumptions of what users questions might be.
Irrelevant and OFF Topic questions:
We have all seen some FAQ pages with odd questions, some of which might have never come across anyone’s mind. Usually, these are the questions that the website owners think of. For example, “who are the talented people administering this website? or “why is this website so amazing?”
Page label is not intuitive:
It is not obvious that every user knows the meaning of the label “FAQ”. It is therefore important for the web-designers to consider users who do not understand technical terminologies. A label or a link reading “Frequently asked questions” is clearer than the one reading “FAQ”.
FAQ page is not really a necessity:
Although many websites may contain an FAQ page, some websites may not require one in the first place. Depending on nature and purpose of the website, there are some sites, where users can find all the information they need without the help of an FAQ page. Adding a FAQ page just for the sake of adding is not effective site design or usability. Also, when users are able to find what they need without the help of an FAQ page, this is an indication of well designed information architecture on the website, which is what every web designer and web manager should strive for. For example, an online shop may present shopping instructions and prices on a specific page. If this same information is also included in a FAQ page, then the information becomes redundant.
Quick rule of thumb – if the same information can be relayed in many ways, separate locations, on one website, then there is something wrong with the information architect of that website. Everything should be properly positioned in the correct page in its correct navigation location.
Via Brian Yanish - MarketingHits.com