FAQs are very common on association website, and for good reason. When you’re looking into an organization to assess if it will help with goals and is worth your time and money, you have a lot of questions. And a lot of time if you’re just “window shopping” you don’t necessarily want to speak to someone.
But there are some dos and don’ts of FAQs. Yesterday David M. Patt with Association Executive Management posted a great blog about FAQs.
Here are some of their tips:
“1. Keep it brief. The longer the list of questions, the more time it will take people to find what they are looking for, and the more likely they'll give up and go to another site.
2. Organize by topic. People should not have to read every post to find what is relevant to their search.
3. Do not post questions posed by other callers. It does not help! It just makes the list longer and more difficult for people to find the information they need.
4. ALWAYS provide a telephone number and email address for people to call for assistance (and don't charge them for it). They may have unusual questions that aren't addressed on the list, or they simply don't have the time to wade through a long, long list of posts.”