Why an FAQ?

This is akin to Chico asking Groucho, "Why a duck?"

The reality is that the model most folks currently use for frequently asked questions tends to make an attempt to close a usability gap that probably should have been eliminated in the product before shipping. Of course, if all of the problems were addressed, the product would probably not have shipped or would have shipped after a product that decided to go out "just good enough".

Let's put aside the usability issue that FAQs address and look at the other problem that FAQs have. Inherently, the questions asked have the flaw of being worded the way the writer would ask them. This wording may not match the wording the reader may use and so when they search (as so many do today), the content that answers the "frequently asked question" may not turn up. A lost opportunity? A cause for frustration? A loss of confidence in the product? Yes.

So maybe we don't need FAQs. Maybe what we really need is things you're likely to do with our product? How about procedures you'll need. Maybe it's because TYL and PYN just don't sound as good.

How are you helping your customer locate their common tasks?

About the Author

Julio Vazquez

Julio Vazquez is a Senior Information Architect at SDI with over 30 years of experience in technical communications and information technology. As one of the members of the initial DITA task force, he takes his share of blame for the current architecture and language structure. Julio holds a bachelor’s degree in computers and information systems from Empire State College of the State University of New York and has spoken at technical communication and STC conferences about DITA and information architecture and is the author of Practical DITA.