web lessons

Pam Gore, HP Labs Research Libraries

Purpose of FAQ and how to write a good one.

Good:
Clear
Concise
Well organized
Scannable
Accurate
Up to date

Bad
Wordy
Difficult to scan
Too much deail
Contains marketing materials

Gathering q and a
Users
Staff
Other libraries

Writing style
Concise – users scan
Eliminate unnecessary dtail
Answers stand alone
Broader questions broken down into multiple question
Bullet points
Keep paragraphs to 2-4 lines

Avoid library jargon
Use active voice
Write questions in first person; answers in second person
Bold important words and phrases judiciously

Provide complete answer not just a referral
Repeating information between answers is ok
For step-by-step instructions, use a numbered bulleted format and write one action per step

For scannability, use adequate spacing between question links

Include “top” links in longer faqs
Use a visited link color

150% line height

set up regular schedule for review.

Solicit feedback
Didn’t find what you need? Have a comment or suggestion? Let us know.

People print them so make sure it prints well

Email for pam.gore@hp.com

Social software to work smarter
Jenny Spadafora
Community evangelist, intuit innovation lab

Presentation URL:
http://12frogs.com/12/work/il2006

blogs
publish, subscribe + comments = better communication

Feeds
Follow more in less time, control the info flow

Wikis
We can post it, we can fix it = living documents

Del.icio.us
Social bookmarking; find+share+remember
Can mark links for someone else

Social software
Tagged interests and abilities + search/browse = find my right people

Future is mmow – massively multiplayer online work