Problem: customers or prospective buyers don’t understand a characteristic of your website and they need help. What is the best way to help everyone that’s lost? Sadly, you can’t talk to everyone, and answering the same question over and over isn’t your thing, invariably webmasters turn to the idea of the FAQ.
After looking at several websites and their FAQ pages I’d like to offer my $0.02 on what makes a good FAQ.
Krispy Kreme – I love that they take the time to have a Q&A format, the nostalgia card? Well played Sir. The layout is nice and impressive; however, I wish it had some sort of categorizing feature to aid the annoyed or frustrated user.
YouTube – They list a ton of answers that seem like they would come up in casual conversation and it’s great. They take the standard Q&A format and twist it, hiding the answer so if you don’t care you can skip it if it doesn’t interest you.
WOOT – Sarcastic, witty, and creative. It feels like I’m talking to a snarkier version of myself. While the answers presented tend to be ramble-ish, I can’t help not to find humor in it and when you’re frustrated – that’s important.
And that’s it, now go and answer questions so the people you do interest aren’t confused as hell by what you’ve done.