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Diane Boos wondered: <<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.>>
And many times they don't. <g> Not all FAQs are created by experts.
<<How often are they really used? Do companies ever check their
effectiveness? Anybody have any statistics about how successful FAQ
No statistics, alas. I can only say from personal experience that I to
at least try to find what I'm looking for in the FAQs, and usually give
up in disgust. They're no substitute for a good index or a
context-sensitive search engine, but when you don't have the time to do
either, my article (see above) suggests some ways to at least make them
more effective than they might otherwise be.