Reading Usable Help
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Gordon R. Meyer
The rise of the FAQ
A wry observation at Noise Between Stations regarding a "fake FAQ" makes an excellent point.
The Frequently Asked Questions format is a great grass-roots convention for keeping email and discussion list traffic low. But creating a list, or worse yet, making it part of a documentation suite, is silly. Particularly when it comes to products. The better approach is to revise the product and documentation, based on real-world feedback, to ensure that the questions aren't so frequently posed. If you're able to pre-anticipate the questions, then reflect that in the product from the beginning.