Comments on: FAQ usability

By: Colin

Colin — Wed, 27 Jan 2010 00:12:02 +0000

Sorry to comment on an old post but I’ve become enamored with FAQ pages as of late.

“Hide the answers until they’re needed

One way of doing this is to hide the answers until the user has requested the one they want. It’s easier to choose from a list of questions than a list of questions with answers below them. There are a number of ways of handling this. But the most basic is to provide the questions as a list of bookmark links to answers lower down the page.”

Another way to do this is to have on page searching. You can see what I mean by checking out the demo of BreezyFAQ at http://breezyfaq.com/demo

By: Esther's krabbels · Veelgestelde vragen beantwoord

Esther's krabbels · Veelgestelde vragen beantwoord — Fri, 10 Jul 2009 14:38:32 +0000

[...] niet zo heel veel over geschreven is. Uiteindelijk vond ik twee artikelen, door Caroline Jarrett en David Hamill, waaruit zeker geldige redenen uit te herleiden zijn voor het wel of niet opnemen van veelgestelde [...]

By: Mike_L Online» Blog Archive » FAQ usability

Mike_L Online» Blog Archive » FAQ usability — Wed, 03 Jun 2009 06:59:23 +0000

[...] http://www.goodusability.co.uk/2009/05/faq-usability/ [...]

By: Creating a good FAQ - Ben Duffy

Creating a good FAQ - Ben Duffy — Mon, 01 Jun 2009 15:00:44 +0000

[...] http://www.goodusability.co.uk/2009/05/faq-usability/ [...]

By: Google, and Wolfram, and Chrome - Oh my! - Monday May 25th Roundup | Webbyn.com

Mon, 25 May 2009 20:27:17 +0000

[...] finally, GoodUsability on FAQ usability. As normal good stuff [...]

By: Frankie

Frankie — Sat, 16 May 2009 11:29:49 +0000

Nice one Davo – nicely put with good examples as always

By: David Hamill

David Hamill — Wed, 13 May 2009 08:14:44 +0000

Hi Karen, yes I know who Caroline is. She wrote an article about FAQs a while back.

By: David

David — Tue, 12 May 2009 20:50:25 +0000

As mentioned, one of the biggest ways to make your FAQs more usable is to use them! Scatter related FAQs throughout your site. If there is a place that people commonly ask questions, try to find related FAQs to their question. Another great place is searching your FAQs on your contact form or ticket system. This will also cut down on your techincal support time.

By: Karen

Karen — Tue, 12 May 2009 20:14:56 +0000

I’m thinking “are you channeling Caroline Jarrett, or is Caroline channeling you?” I just attended the STC.org conference in Atlanta. One session was a UX progression where Caroline talked about FAQS. I am still jetlagged, with tons to do, so memory fails me right now. I just remember it was a very good topic and quite relevant, so it is good to see you adding to the discussion. Caroline talked about getting the info out of support emails and into FAQS – just one way of knowing and learning what site visitors might want to know.

To repeat the previous comment: great article as ever. Thanks!

(PS I assume you know who Caroline is, but just in case: http://www.formsthatwork.com/)

By: Quiff Boy

Quiff Boy — Tue, 12 May 2009 15:43:54 +0000

Great article as ever.

Well written, easy to read (good to see you practice what you preach) and full of great insights and examples