Repurposing Lengthy FAQs into Useful Content

Kathryn Catania

Clearer language, greater efficiency and effectiveness17 – 20 September

Dublin l September 19, 2015 © Kathyrn Catania, 2015

© Kathyrn Catania, 2015

• How do we explain it to the public?

• We must comply with the U.S. Plain Writing Act of 2010.

• Our customers are diverse.

• We have not spoken to real people who will use the

program.

We have a new program

© Kathyrn Catania, 2015

Why?

• People expect and love them.

• We’ve always done them.

• FAQs are a plain language tool, right?

Usual Solution: A Frequently Asked Questions (FAQ) Page

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The result is:• A list of random questions – typically

no organization.

• Questions created inside

organization – not questions from

real people.

• The user must scroll and search for

relevant information.

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Or you get:

• The giant list of questions.

• Topic heading, but you still

need to search.

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• Create a Web page dedicated to the new

program!

• Focus on user’s top tasks.

• Use logical, informative headings.

• Outline key steps.

Better solution

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Looking for information on the U.S. election process?

• Is this page helpful?

• Headings are steps

• Short, clearly written sections

• Related images

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Worried you are a victim of identity theft…

• Is this page helpful?

• Headings

• Outlined steps

• Short, clearly written sections

• Related checklist

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• Monitor customer calls and emails.

• Update your content if you forgot to explain

something. For example:

• Add a new section or step.

• Rearrange or rewrite information.

• Add a video or infographic.

See What’s Working

© Kathyrn Catania, 2015

Research Center for U.S. Mythological Creatures

What is the Research Center for U.S. Mythological Creatures?

The Research Center for U.S. Mythological Creatures is the official archive covering the scope of historic mythological creatures thought to have existed in the United States. Our files consist of newspaper articles, microfilm, audio-recordings, video and other forms of research.

Can I visit in person?

Yes. The Research Center for U.S. Mythological Creatures is located at 123 Make Believe Street, Washington, DC 20001.

What are your hours of operation?

We are open five days a week, Mon-Fri, 9 a.m. to 5 p.m.

What services do you provide?

Research Center for U.S. Mythological Creatures is both a research facility/library and a museum. If you are researching a mythological being, you can search our archive for files by specific name, region or origin or type of powers.

You may visit our museum to see rotating exhibitions on various creatures such as the Sasquatch, Chupacabra, or Jersey Devil.

Are their fees for copying or accessing your archives?

There is no fee to research or visit the museum. However there is a 50 cent fee per page to make photocopies of our archival material. Researchers can buy pre-loaded cards in denominations of 5, 10 or 20 dollars to use our copier machines.

Do you have staff on hand to provide assistance?

Yes. We have trained staff to help you with your research. Help is first come first serve.

How do I contact the Research Center for U.S. Mythological Creatures?

Contact us at 555-555-5555, 9 a.m. to 5 p.m. or online at customersupport@rcusmc_fake.gov.

Practice Exercise

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Repurposed FAQ as Main Content Page

User can

• Scan page quickly.

• Find and use information easier.

You can:

• Add content.

• Link to supplemental

information.

© Kathyrn Catania, 2015

Still Need an FAQ?

• Use real customer feedback.

• Use logical headings to break up the sea of questions.

• Use language non-experts would understand.

• Keep content unique – don’t duplicate what’s already on

your main content page.

• Use jump links or accordion files to avoid scrolling.

© Kathyrn Catania, 2015

Good:

• Headings split questions into logical

chunks

• Jump links drop user directly to

selected question

• Short questions

Bad:

• Back and forth with jump links and

back to top links

© Kathyrn Catania, 2015

Good:

• Headings split questions into logical

chunks

• Short questions

• Questions based on customer feedback

• Uses accordion file

Bad:

• Harder to search for key terms since

answers are not visible

© Kathyrn Catania, 2015

Tips to Remember

• Avoid creating a FAQ as your first line of communication.

• Create user-friendly Web pages clearly explaining your

new program or process.

• Monitor customer feedback and update content.

• Need an FAQ? Make sure it is easy to navigate and full of

unique content.

© Kathyrn Catania, 2015

Kathryn Catania

Co-Chair

U.S. Plain Language Action and

Information Network (U.S. PLAIN)

www.plainlanguage.gov

Thank you!