If you write frequently asked questions (FAQ), check out these excellent resources from E-WRITE:
Frequently Asked Questions Style Guide
E-WRITE wrote this style guide for the Energy Information Administration of the U.S. Government. Even if you don't write FAQs, it is a good example of a style guide. Here are three suggestions on using links to provide additional information in FAQs, adapted from E-WRITE'S style guide:
- Use link text that enables readers to know exactly what they will get if they click the link.
- In your link, use the title of the page or document you are linking to if it accurately describes the content.
- Indicate the file format when you link to a file other than a web page, for example, a PDF or Word document.
"How to Work Your FAQs Harder, Not Your Agents"
In this article written for Contact Professional, E-WRITE experts Leslie O'Flahavan and Marilynne Rudick offer practical tips and a convincing argument for writing FAQ that reduce the work of customer service agents.
"Putting the A in the FAQS: How to Write Excellent FAQs that Answer User Questions"
In this article, O'Flahavan and Rudick offer six quick fixes for FAQ problems. The problems are:
- Too many Qs
- Chaotic FAQs
- Unanswered questions
- Dead-end answers
- Vague questions
- Marketing hype disguised as FAQ
For the solutions, read the article.
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Thanks to Margaret at Snohomish County Public Utility District, who flagged this E-WRITE topic for me.