An FAQ on FAQs for Libraries Pamela Gore

An FAQ on FAQs for Libraries Pamela Gore Technical Analyst HP Labs Research Library © 2006 Hewlett-Packard Development Company, L. P. The information contained herein is subject to change without notice

What points will this presentation cover? Ø FAQ Purpose Ø Types of FAQs Good vs Bad FAQs Ø Gathering Questions & Answers Ø Writing Questions & Answers Ø Organization & Formatting Ø Placement of FAQ Links Ø Maintenance Ø 2 October 24, 2006 Internet Librarian: Web Tools / FAQ on FAQs for Libraries

What is the purpose of an FAQ? Ø To save time. To help users find answers more quickly. Ø To reduce the number of questions staff must handle. Ø 3 October 24, 2006 Internet Librarian: Web Tools / FAQ on FAQs for Libraries

What types of FAQs do libraries develop? General information - policies, procedures, locations, etc. Ø Research questions / how to use research products and services Ø Combined Ø 4 October 24, 2006 Internet Librarian: Web Tools / FAQ on FAQs for Libraries

How can a good FAQ impact user perception of the website? A well executed FAQ can increase credibility and user confidence in the entire site and the library. Can a bad FAQ impact user satisfaction? Yes. A poorly done FAQ can frustrate users, decreasing their satisfaction and confidence in the entire site. 5 October 24, 2006 Internet Librarian: Web Tools / FAQ on FAQs for Libraries

What are the differences between good and bad FAQs? Well Executed FAQ Clear Ø Concise Ø Well-organized Ø Scannable Ø Searchable Ø Accurate Ø Up to date Ø 6 October 24, 2006 Poorly Executed FAQ Wordy Ø Difficult to scan Ø Contain too much detail Ø Overtly market services and products Ø Internet Librarian: Web Tools / FAQ on FAQs for Libraries

FAQ Development and Deployment 7 October 24, 2006 Internet Librarian: Web Tools / FAQ on FAQs for Libraries

What resources can I use to gather questions and answers for my FAQ? Ø Actual user questions. Sources include: Ø Users –Questions asked Ø Staff – Questions answered Ø Other libraries’ FAQs Ø Narrower questions within broader questions Ø Related questions Ø Don’t try to think of every possible question. 8 October 24, 2006 Internet Librarian: Web Tools / FAQ on FAQs for Libraries

What is the most effective FAQ writing style? Ø Ø Ø 9 Concise Eliminate unnecessary detail. Answers stand alone. Broader questions broken down into multiple questions. Use bullet points, where possible, for longer answers. Keep paragraphs to 2 -4 lines. One-sentence paragraphs are fine on the Web! October 24, 2006 Internet Librarian: Web Tools / FAQ on FAQs for Libraries

What tone should I use in writing FAQs? Ø Ø Ø Ø 10 Use appropriate sophistication and wording for the audience. Use conversational style without wordiness. Avoid library jargon. Define a term if you have to use it. Use active voice. Avoid marketese. Write questions in first person; answers in second person. Bold important words and phrases judiciously. October 24, 2006 Internet Librarian: Web Tools / FAQ on FAQs for Libraries

How do I write clear answers? Ø Ø Ø 11 Provide an answer in the text, not just a referral to another source. Repeating information between answers is OK. For step-by-step instructions, use a numbered bulleted format and write one action per step. Check grammar and spelling. Ask appropriate staff to review for accuracy. October 24, 2006 Internet Librarian: Web Tools / FAQ on FAQs for Libraries

How should I format and organize my FAQ? Ø Ø Ø 12 List questions first, followed by repeat of each question with its answer. Each question in the first section links to its repeat with the answer. Logically organize Q&A's • Most frequently asked questions first (Few questions) • Simpler to more complex (Few questions) • Categorize (More than ~10) For scannability, use adequate spacing between question links. Include “Top” links in longer FAQs – periodic links to top of page Use a visited link color October 24, 2006 Internet Librarian: Web Tools / FAQ on FAQs for Libraries

Categories Questions list linking to repeat of questions + answers Line-height: 150% or 1. 5 line spacing 13 October 24, 2006 Internet Librarian: Web Tools / FAQ on FAQs for Libraries

Category at top links to corresponding category in questions list 14 October 24, 2006 Internet Librarian: Web Tools / FAQ on FAQs for Libraries

Questions link to their repeats + answers Link to top of page 15 October 24, 2006 Internet Librarian: Web Tools / FAQ on FAQs for Libraries

How can I ensure users will easily find the FAQ? Ø Ø Ø Include FAQ in site-wide navigation and on the home page Point to specific sections or questions within context. Include in search engine index. Include in site index / site map. “FAQ” or “Frequently Asked Questions” should be in • the page title • document name/URL • <title> tag, meta data 16 October 24, 2006 Internet Librarian: Web Tools / FAQ on FAQs for Libraries

What does FAQ maintenance involve? Review the FAQ regularly to update information, remove outdated information, and add new questions. 17 October 24, 2006 Internet Librarian: Web Tools / FAQ on FAQs for Libraries

How can I keep the FAQ relevant? Solicit feedback − Didn’t find what you need? Have a comment or suggestion? Let us know. 18 October 24, 2006 Internet Librarian: Web Tools / FAQ on FAQs for Libraries

How I can get a copy of these slides and some examples? Email: pam. gore@hp. com 19 October 24, 2006 Internet Librarian: Web Tools / FAQ on FAQs for Libraries