Brendan (roho) wrote,

Let me help with that FAQ thing

Okay, so let's look at the abbreviation:

I know it's a little vague. Who asked the questions? How frequently were they asked? I'm here with a handy little guide for your average company as to what constitutes a single FAQ element. If the Q in question came out of:

  • An internal brainstorming meeting

  • Marketing

  • A sales team presentation

it doesn't count. No matter how frequently it was asked in that context. If you find your Q is along the lines of:
"Why is your product so awesome?"
"What other fine products do you offer?"
"How can I buy more of your product for friends and family?"
You may want to either leave it out, or put it in a separate section clearly designated for sales. This section should under no circumstance be linked to from a general Support Search.

What's the big deal, you ask? Why not include such questions in the FAQ? Well, the popular acronym leaves out a couple implied points. Generally, we customers see it as is:
Asked by

So, since FTQAC doesn't roll off the tongue quite so easily (unless you're Donald Duck), we go with FAQ.

We're looking into the FAQ because we're using the product in a way consistent with the intended usage. We've encountered a problem while doing something that should be a routine task. As such, we figure we must not be the first person to encounter it. So we go look at the FAQ!

Which leads to my main point. The worst time to try and pitch more of your product to a customer is when they're actively experiencing a problem. I realize the temptation is great to add a little marketing to your FAQ. Don't do it. Just...don't. No matter how much your marketing department talks about proactively leveraging all contact points for maximum resale potential.
Tags: rants

  • Post a new comment


    Anonymous comments are disabled in this journal

    default userpic

    Your reply will be screened

    Your IP address will be recorded 

  • 1 comment