A few years ago, we helped the Energy Information Administration (EIA) revise their FAQs. That project went so well that EIA wanted us to tell their subject matter experts how to write FAQs that help customers help themselves! So we wrote a Style Guide for EIA, a “how-to” document for writing FAQs, which covers topics such as:
- How to choose the appropriate question word
- How to link to information outside the FAQ
- How to answer the question completely and write concisely
Though the examples in the FAQs Style Guide are specific to EIA, the guidance is useful for anyone who wants to publish FAQs that answer customers’ questions and reduce e-mail and call volume.
(9 pages; 405k PDF)
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