"Frequently Asked Questions" Pages
What It Is
Having a “Frequently Asked Questions” page is a best practice for managing your agency’s website. You should link to this page from your homepage and every major entry point, using the title of the page as the link text. Keep this page current so it is useful to your audience.
Why This Is Important
Though web content managers do their best to write and organize their websites to anticipate all questions, it is an impossible task. Visitors still have questions because they couldn't find something, because they didn't understand something, or because it isn't there. A list of answers to common questions can be a big help to your audience.
OMB Policies for Federal Agency Public Websites require agencies to (#1A) “disseminate information to the public in a timely, equitable, efficient and appropriate manner,” (#2A) “maximize the quality, objectivity, utility, and integrity of information and services provided to the public,” and (#5A) assist the public in locating government information.” By providing a page with answers to your agency's most frequently asked questions, you can help the public more quickly and efficiently find the information they need. If kept up-to-date and relevant, this page can also help your agency reduce the number of public inquiries your agency receives by phone, email, in-person, and other means.
Implementation Guidance
- There are several ways for web content managers to compile a list of frequently asked questions and answers:
- Look at email, phone calls, and letters from the public
- Conduct a survey
- Arrange focus groups
- Talk to the people who answer phones and mail at the organization
- Look at statistics
- Look at information requested under the Freedom of Information Act
- Review top search terms
- Existing usability research shows that some people do not recognize the acronym, "FAQ." Frequently Asked Questions"--spelled out--is the most common terminology used, but there is no consensus on whether the public views it as the best terminology. The Federal Web Managers Council will perform additional usability testing and research to determine if there is a term preferred by the majority of users. In the meantime, if you use the acronym "FAQ" be sure most of your users are familiar with that term.
Examples
- USA.gov FAQs use an automated “knowledge database” that continually updates the list of questions and answers and ranks questions based on popularity.
- Social Security Administration offers a similar automated FAQ system
- Administration for Children and Families also uses an automated FAQ system
- USDA's Food Safety and Inspection Service has a 24/7 virtual customer service hotline called “Ask Karen”
- EPA's "Common Questions" lists common questions by topic
Many federal public websites follow this best practice. This practice is part of the guidelines and best practices published by the Interagency Committee on Government Information to aid agencies' implementation of OMB Policies for Public Websites.
Page Updated or Reviewed: June 2, 2006
