Guidelines for FAQs
FAQs (frequently asked questions) can be an effective method to convey information. However, they do not replace documentation. When used too often or designed without planning, they become counterintuitive and frustrating for customers.
Question guidelines
-
Know the actual questions that customers ask about a topic. FAQs are best used to help customers avoid the need to contact Support.
-
Do not invent questions that are best answered in product documentation. What is? and How do I? questions are standard concept and task content types in documentation.
-
Categorize common questions and make information searchable.
-
Be brief. A question should be heading length (meaning, short). The longer the question, the more likely it is that you need a standard documentation topic for the information.
-
If your questions are headings, use collapsible sections (accordions).
-
To avoid clutter in the right-hand navigation, use mini-toc-levels to hide them.
-
A question mark should be the only punctuation you need, given that headings typically are not punctuated.
See Headings for guidance on headings.
Answer guidelines
-
Answer with Yes or No first. Then, follow up with the explanation. If the answer requires a long explanation, question should should be answered in product documentation.
-
Wherever possible, answer questions with links to documentation and tutorials, so that you don’t duplicate information.