Frequently asked questions (FAQs)

Guidelines

Do not use frequently asked questions (FAQs).

FAQs generally:

• make information hard to find
• take information out of context
• are not frequently asked but based on assumptions

Instead, put important information in the right place and give it at the right time. Speak to your audience and do research to find out what information to give at what point.

This means people will not have to spend time searching through an FAQ section full of content that's not relevant to them in order to find what they’re looking for.

If your team is receiving the same questions frequently, use this as a basis to inform and improve your content. Information might be missing, or it might be in the wrong place.

For more information, go to Tom Adam’s Co-op Digital blog post, ‘Why FAQ’s aren’t the answer you’ve been looking for'.