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

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

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

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

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

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

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

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

9October 24, 2006Internet Librarian: Web Tools / FAQ on FAQs for Libraries What is the most effective FAQ writing style?  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!

10October 24, 2006Internet Librarian: Web Tools / FAQ on FAQs for Libraries What tone should I use in writing FAQs?  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.

11October 24, 2006Internet Librarian: Web Tools / FAQ on FAQs for Libraries How do I write clear answers?  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.

12October 24, 2006Internet Librarian: Web Tools / FAQ on FAQs for Libraries How should I format and organize my FAQ?  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

13October 24, 2006Internet Librarian: Web Tools / FAQ on FAQs for Libraries Questions list linking to repeat of questions + answers Categories Line-height: 150% or 1.5 line spacing

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

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

16October 24, 2006Internet Librarian: Web Tools / FAQ on FAQs for Libraries How can I ensure users will easily find the FAQ?  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 tag, meta data

17October 24, 2006Internet 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.

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

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