'FAQ' itself is usually a misnoner. I remember one website of the late 1990s which entitled its page something like "Presumed questions we found easy to answer

'FAQ' itself is usually a misnoner. I remember one website of the late 1990s which entitled its page something like "Presumed questions we found easy to answer'', which seemed more honest. More often FAQs these days are just product promotions ( even the linked article subtly suggests doing this ). Some guidelines I'd propose: 1. Don't have any 'questions' starting with 'What is...'. Your FAQ page should not be a marketing or promotional page, it should focus on 'How do I...' and proceed from the assumption that the customer has your product in their hands, but can't make it work. 2. Don't be afraid to link from the FAQ answer to really gritty, technical explanations. SOme of the best sites I've used have these step-by-step techie pages filed under 'Knowledge Base' but easily found through a FAQ. 3. For Pete's sake, prune your FAQs! Frustrating to pick through a page that has been static for five years and references out-of-production products. 4. Close the feedback loop from your helpdesk to the FAQ page; add answers to questions which are, in fact, frequently asked by real customers.