1 / 19

An FAQ on FAQs for Libraries

An FAQ on FAQs for Libraries. Pamela Gore Technical Analyst HP Labs Research Library. What points will this presentation cover?. FAQ Purpose Types of FAQs Good vs Bad FAQs Gathering Questions & Answers Writing Questions & Answers Organization & Formatting Placement of FAQ Links

dyoungberg
Download Presentation

An FAQ on FAQs for Libraries

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. An FAQ on FAQs for Libraries Pamela GoreTechnical Analyst HP Labs Research Library

  2. What points will this presentation cover? • FAQ Purpose • Types of FAQs • Good vs Bad FAQs • Gathering Questions & Answers • Writing Questions & Answers • Organization & Formatting • Placement of FAQ Links • Maintenance Internet Librarian: Web Tools / FAQ on FAQs for Libraries

  3. What is the purpose of an FAQ? • To save time. • To help users find answers more quickly. • To reduce the number of questions staff must handle. Internet Librarian: Web Tools / FAQ on FAQs for Libraries

  4. What types of FAQs do libraries develop? • General information - policies, procedures, locations, etc. • Research questions / how to use research products and services • Combined Internet Librarian: Web Tools / FAQ on FAQs for Libraries

  5. How can a good FAQ impact user perception of the website? A well executed FAQ can increase credibility and user confidence in the entire site and the library. Can a bad FAQ impact user satisfaction? • Yes. A poorly done FAQ can frustrate users, decreasing their satisfaction and confidence in the entire site. Internet Librarian: Web Tools / FAQ on FAQs for Libraries

  6. What are the differences between good and bad FAQs? Internet Librarian: Web Tools / FAQ on FAQs for Libraries

  7. FAQ Development and Deployment Internet Librarian: Web Tools / FAQ on FAQs for Libraries

  8. What resources can I use to gather questions and answers for my FAQ? • Actual user questions. Sources include: • Users –Questions asked • Staff – Questions answered • Other libraries’ FAQs • Narrower questions within broader questions • Related questions • Don’t try to think of every possible question. Internet Librarian: Web Tools / FAQ on FAQs for Libraries

  9. What is the most effective FAQ writing style? • Concise • Eliminate unnecessary detail. • Answers stand alone. • Broader questions broken down into multiple questions. • Use bullet points, where possible, for longer answers. • Keep paragraphs to 2-4 lines. One-sentence paragraphs are fine on the Web! Internet Librarian: Web Tools / FAQ on FAQs for Libraries

  10. What tone should I use in writing FAQs? • Use appropriate sophistication and wording for the audience. • Use conversational style without wordiness. • Avoid library jargon. Define a term if you have to use it. • Use active voice. • Avoid marketese. • Write questions in first person; answers in second person. • Bold important words and phrases judiciously. Internet Librarian: Web Tools / FAQ on FAQs for Libraries

  11. How do I write clear answers? • Provide an answer in the text, not just a referral to another source. • Repeating information between answers is OK. • For step-by-step instructions, use a numbered bulleted format and write one action per step. • Check grammar and spelling. • Ask appropriate staff to review for accuracy. Internet Librarian: Web Tools / FAQ on FAQs for Libraries

  12. How should I format and organize my FAQ? • List questions first, followed by repeat of each question with its answer. Each question in the first section links to its repeat with the answer. • Logically organize Q&A's • Most frequently asked questions first (Few questions) • Simpler to more complex (Few questions) • Categorize (More than ~10) • For scannability, use adequate spacing between question links. • Include “Top” links in longer FAQs – periodic links to top of page • Use a visited link color Internet Librarian: Web Tools / FAQ on FAQs for Libraries

  13. Categories Questions list linking to repeat of questions + answers Line-height: 150% or 1.5 line spacing Internet Librarian: Web Tools / FAQ on FAQs for Libraries

  14. Category at top links to corresponding category in questions list Internet Librarian: Web Tools / FAQ on FAQs for Libraries

  15. Questions link to their repeats + answers Link to top of page Internet Librarian: Web Tools / FAQ on FAQs for Libraries

  16. How can I ensure users will easily findthe FAQ? • Include FAQ in site-wide navigation and on the home page • Point to specific sections or questions within context. • Include in search engine index. • Include in site index / site map. • “FAQ” or “Frequently Asked Questions” should be in • the page title • document name/URL • <title> tag, meta data Internet Librarian: Web Tools / FAQ on FAQs for Libraries

  17. What does FAQ maintenance involve? Review the FAQ regularly to update information, remove outdated information, and add new questions. Internet Librarian: Web Tools / FAQ on FAQs for Libraries

  18. How can I keep the FAQ relevant? Solicit feedback • Didn’t find what you need? Have a comment or suggestion? Let us know. Internet Librarian: Web Tools / FAQ on FAQs for Libraries

  19. How I can get a copy of these slides and some examples? Email: pam.gore@hp.com Internet Librarian: Web Tools / FAQ on FAQs for Libraries

More Related