FAQs

[Diane Boos]

I have just spend many hours weeding through a telecommunication company's 
web site FAQs. I finally gave up and tried to contact them, which is a whole 
different story. But it caused me to started thinking about FAQs usefulness.

Many times technical writers produce these FAQs. How often are they really 
used? Do companies ever check their effectiveness? Anybody have any 
statistics about how successful FAQ searches are?

When I'm asked to develop FAQs, I try to organize them them into general 
topic areas, even providing links to the topics to make access easier. What 
has been your experience with FAQs and user feedback?

Maybe some of your experiences will relieve my frustration.
Diane