I write internal documentation of our tools or thirdparty tools we use. FAQs are helpful when the topics are very short and/or not linked. They're a stepping st

I write internal documentation of our tools or thirdparty tools we use. FAQs are helpful when the topics are very short and/or not linked. They're a stepping stone of getting something documented whilst you find a proper home for it. I agree with the GDS's view though, especially when its public facing and intended to be read by one of the broadest userbases you can get. When writing a FAQ consider where else you could put that information. The counterpoint I would use is Amazon's documentation. Each product has an FAQ that rehashes other text in a Q&A format. Personally I love it. Its easy to reach for and its very "no frills". However, the target audience is going to be very different to the GDS. Far more technically literate and likely know what question they want answered.