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Subject:To FAQ or not to FAQ From:MList -at- chrysalis-its -dot- com To:"TECHWR-L" <techwr-l -at- lists -dot- raycomm -dot- com> Date:Mon, 15 Sep 2003 11:50:30 -0400
All,
We're re-visiting some old process documents.
One of them states that I am supposed to create and publish
summaries of Frequently Asked Questions.
What really happens is that the Customer Support people
maintain a kind of FAQ. What I have been doing is to
incorporate the questions and answers into my mainstream
customer documents, when any of them comes up for revision.
In general, I don't present them as questions and answers,
though I may make the issue into a NOTE or a CAUTION, to
give it greater visibility, especially if it seemed that
a lot of customers had missed/overlooked something in
previous revisions.
My question to everybody is:
Do you think that there's value in perpetuating an issue
in the form of a FAQ, or does it make more sense to just
incorporate it (with perhaps some emphasis) in the regular
documents, when the next opportunity arises?
/kevin
PS: (For actual troubleshooting questions, I keep an appendix
in question/answer format).
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