How to write good FAQs
Caroline Jarrett has written an article on FAQs. To quote:
FAQs don't have that great a reputation, but recently, I've been working on FAQs for a client. Their computer help desk was annoyed about answering the same things again and again. Why not divert potential callers to a FAQ instead? Sounded reasonable, so we did the usual: created a prototype, ran some usability tests, did the necessary pile of changes and launched the revised version, rather quietly. And bingo: a modest success. Calls to the help desk are down 10% and users are rating the FAQ answers highly, on the whole.
Posted by jamesr on March 02, 2007 03:32 PM
Categories: Information architecture, Usability & user-centered design
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