Why we don't publish FAQs (frequently asked questions)
We don't publish information in an FAQ format on the Kirklees website or intranet.
This is because:
- They are not a helpful way of structuring and providing information.
- People don't navigate websites looking for FAQs. They scan a page for words or links that work towards their aims. For instance, they look for the term 'Planning applications' rather than 'Frequently asked questions about planning'.
Problems with FAQs
No structure
Questions tend to have equal weighting, which means nothing stands out. It's common to see FAQs written in a random order.
Too long
Questions and answers are often long, with keywords and links buried in explanation. People have to read through a long list of questions to find what they want.
Calderdale Council have published a great example of this. Read Frequently Asked Questions , then enable FAQ mode to illustrate how much more wordy and difficult to read it becomes when written as FAQs.
Repetitive
Answers are often very similar, with things like contact details repeated in different answers.
Duplication
FAQs almost always repeat the same thing as already published content. Content providers then have to maintain two sources of the same information and often end up with conflicting advice on the different pages.
Ever increasing
A list of loosely related FAQs is often added to with more, without thought for structure and navigation. FAQs become a dumping ground.
Search performance
FAQs compete against your own content and can make helpful results harder to find.
What to do instead
None of this means that we can't publish the information you need to share. It should be incorporated into the primary content on the site instead of publishing as FAQs.
Writing copy for the web gives guidance on writing in a different way to FAQs.
The key is to provide each bit of information at the right point in a user's journey on the website. That is where a site visitor needs, and therefore is interested in, reading the information.
Contact Email Digital.Services@kirklees.gov.uk if you would like help. We can advise on short methods of writing for online publication and how to pitch your content to your audience to maximise its impact.
And finally...
Top Tasks with Gerry McGovern is a video which goes through some of the issues with FAQs. It is by a consultant who has worked lots with private and public sector organisations on their website content.
FAQs: why we don’t have them explains why the Government Digital Service advises against FAQs.
