An FAQ on FAQs for Libraries

1. An FAQ on FAQs for Libraries Pamela GoreTechnical Analyst HP Labs Research Library

2. 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 Internet Librarian: Web Tools / FAQ on FAQs for Libraries

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

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

5. 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. Internet Librarian: Web Tools / FAQ on FAQs for Libraries

6. What are the differences between good and bad FAQs? Internet Librarian: Web Tools / FAQ on FAQs for Libraries

7. FAQ Development and Deployment Internet Librarian: Web Tools / FAQ on FAQs for Libraries

8. 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. Internet Librarian: Web Tools / FAQ on FAQs for Libraries

9. 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! Internet Librarian: Web Tools / FAQ on FAQs for Libraries

10. 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. Internet Librarian: Web Tools / FAQ on FAQs for Libraries

11. 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. Internet Librarian: Web Tools / FAQ on FAQs for Libraries

12. 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 Internet Librarian: Web Tools / FAQ on FAQs for Libraries

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

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

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

16. How can I ensure users will easily findthe 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 • <title> tag, meta data Internet Librarian: Web Tools / FAQ on FAQs for Libraries

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 Review the FAQ regularly to update information, remove outdated information, and add new questions.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

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

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