"If you have frequently asked questions, it's because you haven't answered them in your content." Errr.... no. You have frequently asked questions because some

"If you have frequently asked questions, it's because you haven't answered them in your content." Errr.... no. You have frequently asked questions because some questions need to be answered frequently. If you have the answers in one place, the user doesn't have to waste as much time searching for it. Here's some examples of frequently asked questions: Q: Does God exist? Q: What is the meaning of life? Q: How can I be happy? Q: Why do hot dogs come in packs of 10 but buns come in packs of 8? I'm sure you could tell users to search the entire web and hope they pull together the right answers. Or you could just do the research, summarize the answer, and provide links, all right next to the question you know lots of people are asking. This will save the users valuable time and ensure they get the correct response. Here's a point-for-point rebuttal of the article's reasons: 1. "They’re too slow" ... "questions take longer to scan and understand than simple headings and you can’t take any meaning from them in a quick glance." It doesn't take a genius to scan the list of questions above and find your question. If the question you have is in the FAQ, it is almost always faster to read the list of questions than reading all of the documentation. And the meaning is found in the question combined with which specific category of FAQ it's found in. 2. "They lead to duplication" Yes. Duplication is the most efficient way to ensure important bits of information make it to the right people. Different people look for and absorb information in different ways. Some skim, some hunt, some meticulously read. Some are in a hurry, some are calm and contemplative. And some people just miss critical information when it's buried somewhere. Duplicated information increases both the likelihood and speed at which the information makes it to the user. Of course, it's a pain to maintain for the content manager, but that's the content managers' job. Don't make the user's life worse to make your job easier. 3. "They’re tonally wrong" ... "The best way to do that, is to write simply and clearly and remove all duplication and superfluous text." Oh, piss off. Duplication is fine, see point 2. 4. "Twitter agrees" Oh, piss off! See point 3.