Forum Moderators: not2easy
A client of mine is looking to create a set of FAQ's, but wants some of the most obscure things to be in there. At first glance, I could just put all of these things up and online - but after reading them, I feel like I need to suggest a word of caution.
It is a service based web site, and the FAQ's for this site that I have in hand include the typical things like the payment processes, legal matters, points of contact, etc. for each type of service.
What I see that I dislike is things like "What do I do if I cannot acquire assistance within 24 hours?". Yeah, I know it seems simple enough, but doesn't this lead a hint of inadequate service?
Why else would you need to answer a question like this, and why include it within a FAQ?
For the sake of this discussion, I would love to hear more about what your collaborative thoughts are regarding what should be included, what shouldn't be, and the reasons for that.
Personally, I feel that it is harmful to include any FAQ that leads towards unprofessional, or untrusting feelings.
"why do you not return my phone call"
"why can I not get hold of you during an emergency"
I think you are right, it smacks of uprofessionalism. Never mention negative things.
If these sorts of queries were asked frquently I would hesistate doing business.
"what should I do when the company monkey sends my confidential details to my competitor".
May sound daft, but extreme examples have helped me get my point across to people I have worked for.
Cheers and good luck
That is something that I will certainly recommend when I speak with the client next.
As a side note of this, I found it particularly useful to review MY direct (larger) competitors' FAQs before I wrote my own. Sadly, my FAQs ended up being a melting pot of all of their, courtesy of a cut and paste and a few slight modifications.
