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FAQ section

format & control

     
10:30 am on May 19, 2004 (gmt 0)

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joined:Dec 19, 2002
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We are creating a FAQ section on our site

There are 3 purposes to this section:

1. Create content for the user

2. To remove workload from our customer care staff answering the same questions

3. Spiderable content to drive traffic

However we are struggling to get the balance right

The way the system works is that we are getting real life questions that customers ask. And then we are publishing this on the site along with an answer

I cannot find a good example of anyone who does a similar thing well

What tips does anyone have for a good FAQ section / advice section?

I personally believe this will be a very powerful addition to our site - but the execution of it must be good or else it will not work.

10:36 am on May 19, 2004 (gmt 0)

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joined:Sept 24, 2001
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Take a look at Movable Types [movabletype.org...]
This bolg/tagwall/whatever solution is considered SE friendly and should be configurable enough to be used as a FAQ.
12:02 am on May 20, 2004 (gmt 0)

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WebmasterWorld Administrator rogerd is a WebmasterWorld Top Contributor of All Time 10+ Year Member

joined:Aug 2, 2000
posts:9686
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Some FAQ sections are very long pages with all the questions and answers listed on the same page. From a user accessability standpoint that may not be too bad, but from a search engine standpoint one page per question, or per similar topic, is almost certainly the best idea. Each page will have a clear focus and be more easily indexed and found.

This could be done manually, with a blog/CMS system, or with a simple database-to-web-page system.

 

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