RE: Where FAQs come from

Subject: RE: Where FAQs come from
From: "Downing, David" <DavidDowning -at- Users -dot- com>
To: "Gene Kim-Eng" <techwr -at- genek -dot- com>, <techwr-l -at- lists -dot- techwr-l -dot- com>
Date: Tue, 16 May 2006 12:41:55 -0400

Well, at least they're based on actual users' questions ...

-----Original Message-----
From: Gene Kim-Eng [mailto:techwr -at- genek -dot- com]
Sent: Tuesday, May 16, 2006 11:01 AM
To: Downing, David; techwr-l -at- lists -dot- techwr-l -dot- com
Subject: Re: Where FAQs come from

My experience has been that a new product's FAQ usually
starts out as a group of questions based on those asked by
users of the company's previously released products.
Depending on the company's practices and priorities, it
may or may not be updated as questions on the new
product come in.

Gene Kim-Eng

----- Original Message -----
From: "Downing, David" <DavidDowning -at- Users -dot- com>
To: <techwr-l -at- lists -dot- techwr-l -dot- com>
Sent: Tuesday, May 16, 2006 6:58 AM
Subject: Where FAQs come from

Regarding the recent thread on FAQs, I always assumed - apparently
wrongly and naively - that lists of FAQs were compiled by actually
keeping track of questions that end users asked when they sought out
technical support. If that's not how such lists are made, shouldn't it

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