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It is tempting to start right in creating questions for your FAQ, but it is best to step back and look at the big picture first. To create a new FAQ, update an existing FAQ, or begin a complete FAQ makeover, you should consider first filling out a Design Brief, or a “birds-eye” view of your FAQ project. Then, you can safely dive into your list of FAQ questions without wasting valuable time and effort (in the long run).
IF you are just starting out, check out this post: Begging the Question: What is a FAQ? for the basics on FAQs.
1. First, write a Design Brief (or use ours)
A Design Brief (or Creative Brief) is a high-level roadmap for a creative project.
A Design Brief (also called a Creative Brief) is a roadmap for any creative project. (You might not consider FAQs creative, but we do.) You don’t need to be a fancy advertising “Madman” or have a big art agency to use a Design Brief. A Design Brief simply manages and organizes your FAQ project at a high-level and keeps your intentions clear. Even if you have created a Design Brief for a previous FAQ project, you may still want to re-visit it to make sure all of it still applies.
Common Design Brief sections
The Design Brief includes purpose and goals, the target audience, timeline, and anything else you need to include to drive your roadmap.
- Objectives and goals for the new FAQ
- FAQ target audience/general demographics, if known
- Current FAQ (if there is one)
- FAQ page design, brand and overall style/look-and-feel (see, a FAQ IS creative after all!)
- Any definite “Do Cover” topics
- Any definite “Do NOT Cover” topics
- Placement (website/app/external or third-party) and delivery format (text, audio, video)
- Timeline and budgetary considerations
Make it “personal”-ized
Depending on the kind and type of product or service you provide, you may need to make it more personalized and answer even more specific questions. A knowledgable, experienced FAQ writer can help you with that.
2. Next, make the FAQ List
An FAQ List is just a group of of the top frequently asked questions and answers in a long list or bulleted list form.
Once you have filled in your Design Brief, dive into your FAQ List: a draft list of top frequently asked questions (and answers) specific to your company and/or product or service that fits your goals and needs. Note we said “draft”: you can change or update this list later. Especially if you are just starting out, it is tentative and not set in stone. Ideally, try to list ten questions to start.
Below are general and website-specific FAQ templates you will want to consider for your FAQ. These templates are designed to be both simply and effectively written and apply to most websites, including FAQ examples for online stores. You can also get a downloadable copy of the FAQ Templates below HERE.
Sample FAQ Templates
These FAQ templates can be copied and downloaded for free HERE.
3. Find the right FAQ expert for your project
Although you could always use someone in-house to write your FAQ, we highly recommend using an experienced, professional FAQ writer to create your FAQ (or an experienced, professional editor look over and edit an already existing one). The key word here being “professional.” A well-crafted FAQ adds to the professionalism of your company and everything that you do. Also, we find a distinct advantage in having someone outside the company create the FAQ. Getting an outsider’s point-of-view is especially helpful when it comes to testing your site, app or product and finding the “gotchas” for first time and returning users.
Credit: Design Brief by Edho Pratama