FAQs are Still Useful

One of the most enduring and most maligned topic patterns in tech comm and on the Web is the FAQ. Writers and Information Architects frequently regard the FAQ as a sign of poor organization. For best and most consistent access, they argue, information should be in its proper place in the overall site or help system.

If the logic of top-down content organization worked, they would have a point. But the logic of top-down content organization generally only works for those who do the organizing, and then not always, as we can tell from the many sites, manuals, and help systems where any sense of organization peters out as soon as you get any depth into the content. read more