drhowarddrfine - 1:26 pm on Aug 25, 2005 (gmt 0)

John Naisbit writes in one of his books that even though there is all this wonderful technology, people will still want a live person to do business with; a personal contact. He calls it "high tech/high touch". It's the warmth of another human being to cozy up to. So that's part of the problem.

One thing I've learned from 18 years of running multi-unit franchised restaurant operation is that people don't want to read anything. Unless it's quick to absorb, anything longer than a few words becomes a blur. Perhaps your FAQ can have a bolded first sentence that is no longer than a few words so each point can be quickly scanned.