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Accessibility and Usability Forum

    
HELP or FAQ? What Do Users Connect With More?
murmy




msg:3890452
 8:13 am on Apr 11, 2009 (gmt 0)

In my case its an online poker site... although im not sure this is entirely relevant.

Do users click HELP more or FAQ?

 

webfoo




msg:3890557
 2:04 pm on Apr 11, 2009 (gmt 0)

My FAQ page gets very little traffic. I haven't tried renaming it Help. If you can't decide, call it "Help & FAQ".

rocknbil




msg:3890771
 10:50 pm on Apr 11, 2009 (gmt 0)

<evil rocknbil>
Name it what you want, they're still not going to read it.
</evil rocknbil>

IMO (or maybe I read it somewhere) "FAQ" is a web cliche, and falls into the same category as "click here" and "welcome to my web site," something you use when you can't think of anything else.

From an average user standpoint, they consider their quandary unique and new, how can that be in frequently asked questions?

However, you see "FAQ" everywhere, even on larger successful sites, so I don't know that it would matter one way or another. "Help" covers a lot more territory. Behind a "help" link I'd expect to find a FAQ, knowledge database, and contact links if I'm too lazy to search either of those.

Now if you'll excuse me, I'm off to give my evil twin 30 lashes . . . . .

choster




msg:3891218
 3:12 am on Apr 13, 2009 (gmt 0)

"FAQ" is a term inherited from old mailing lists and Usenet, when they actually did consist of frequently asked questions. Technically oriented users will understand what it is, but the term doesn't have much currency with the general public.

tangor




msg:3891231
 4:26 am on Apr 13, 2009 (gmt 0)

Call it help or support. Folks will click that, if they are really wanting an answer. :)

steve




msg:3891575
 6:57 pm on Apr 13, 2009 (gmt 0)

I prefer 'Q & A' - it sounds less harsh than FAQ.

DrDoc




msg:3896636
 1:03 am on Apr 21, 2009 (gmt 0)

One thing I have found works really well is a prominently displayed "help for this page" link. Assuming that it is set up to work as one would think (i.e. it opens up help directly relevant for the page you are on), it has worked wonders. It gets a lot of traffic and reduces the support load.

People tend to look for "faq" once, and only once, before they have every run into problems ... "help" when they are stuck ... "support" when they are frustrated (read: do not remember the FAQ entry, or "help" proved insufficient) ...

You can also toy with words and phrases like "solutions" or "guidance" ... although straying too far off the conventional track may cause negative results.

"Help for this page" has done wonders.

vincevincevince




msg:3896644
 1:08 am on Apr 21, 2009 (gmt 0)

I am always put off clicking 'faq' or 'q&a'... because I don't want to go through your list of questions trying to find mine - I want to be guided directly to the answer I seek. Too many FAQ sections are no more than a list of questions.

Instead, call it help or support - combine search navigation and a tree structure to help me find my answer - and integrate a way for me to ask you easily should I not find it.

DrDoc




msg:3896657
 1:26 am on Apr 21, 2009 (gmt 0)

Good advice!

Don't try to pretend knowing what everyone will ask. Most FAQ lists contain none of the actually "frequently asked" questions at all, but rather a set of questions to which there is a standard answer.

FAQ is only ever a solution once you have actual "frequently asked" questions to create your list from.

I see lots of new sites/services that have employed an FAQ section.

"Dude, your site is brand new! There cannot be any asked questions yet of any frequency."

piatkow




msg:3896838
 8:34 am on Apr 21, 2009 (gmt 0)

As a term FAQ is a bit geeky - Q&A might be better (I wish I had thought of that before scattering FAQ links throughout a corporate intranet)

While a new site won't have encountered any problems there are a few basics that you can probably start with but an FAQ should be a living document and be updated when issues occur or are resolved.

DrDoc




msg:3897272
 7:55 pm on Apr 21, 2009 (gmt 0)

FAQ and Q&A are, conceptually, two vastly different documents.

You can preload a Q&A section before ever having to involve customer service.

But FAQ should reflect actual "frequently asked" questions. Questions you have to deal with on a somewhat regular basis.

Demaestro




msg:3897285
 8:22 pm on Apr 21, 2009 (gmt 0)

I echo what DrDoc says, they should not be the same document.

I try to make help fully searchable, whereas for the FAQ I don't worry about any functionality, I just list the questions that are frequently asked.

Robert Charlton




msg:3932734
 7:51 pm on Jun 13, 2009 (gmt 0)

Late to this thread...

I'm working on a site where a combined (and prominently linked in the main menu) FAQ/Help page seems also to include Terms and Conditions in a more friendly form. (There's additionally a separate T&C page in legalese that's more or less buried in the shopping cart.)

I've been wondering about whether to suggest they rebuild the FAQ as a series of separate pages, and perhaps even add a glossary, and go after a lot of long-tail phrases... or whether to keep it as is because it's prominent and more likely to be seen by customers than if broken up into separate pages and linked deeper.

DrDoc




msg:3936908
 5:16 pm on Jun 19, 2009 (gmt 0)

What kind of use does it currently see? How long do people spend on those pages?

Sectioned help/faq/etc is not a bad idea, if warranted by the size of the content.

Each section could benefit from being a separate page, although (for example) the FAQ itself should be kept small enough to fit on a single page. Large FAQ pages are often a sign of the Questions-We-Think-People-Will-Ask-But-Which-Are-More-Often-Than-Not-Very-Helpful-To-The-User-But-Rather-A-Feeble-Attempt-At-Looking-Spiffy syndrome ... I would start by helping them identify which questions are truly FAQ, and which better belong in an "Occasionally Asked Questions" (aka "Help") section. Perhaps they can also be condensed?

D_Blackwell




msg:3969254
 4:35 pm on Aug 10, 2009 (gmt 0)

Depends on the site of course, but we use two techniques to address 'likely questions'. Anything that we can do to cut phone calls or emails. Over time, each website should provide enough information and comfort level that there is minimal email or telephone traffic.) We document every question that arises. One does have to account for the reality that some customers/users are just stupid and are happy to stay that way:))

Any page that offers a product/service that is likely to raise questions gets its own 'article' link. This is an informational page that will head off most questions. (Probably a lot like DrCoc has suggested.) If we feel that it could be particularly useful for people, we offer it as a download or print ready PDF informational sheet. This technique has been extremely effective and people comment that our sites are very 'informational'. These pages do very well. The email and telephone traffic will tell you if it working. Too many questions indicate a problem. These pages provide information that would 'get in the way' of presenting the product or service, and the prominent 'page specific' link to additional information works extremely well for us.

We are big fans of FAQs for questions that are much more general and don't work well as page specific 'additional information'.

It has been my experience that 'fully searchable' sites are next to useless - returning umpteen gazillion results. I'm gone. A well organized FAQ will usually do the rick. Break it into subject sections, and sub-sections and the list of Q&A for each probably won't be especially long, and the answer to your question probably won't be hard to find. Users that can't muster that much effort are welcome to leave. If they send an email we will most likely quickly return a link that answers the question. If they call us they are wasting our time and better spend some $$$ :))

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