Re: TECHWR-L Digest - 14 Sep 1998 to 15 Sep 1998

[Elizabeth Bailey <elbailey -at- FLASH -dot- NET>]

One of the best methods for efficiently disseminating information to
others is in the form of Frequently Asked Questions or FAQs. Rather than
read the full documentation accompanying an application or a process,
users will often access FAQs to find quick, helpful answers to their
questions. Different groups within Mobil create their own FAQs, so we
created a MS Word template to assist users in formatting their own
questions and answers. The FAQ Template can be
viewed and printed from Microsoft Word. The default page size if 8.5 x
11, adjust to meet your printing needs.
Since I can't attach the template to a posted message, here's the
content.

FAQs:  Sample Format

One of the best methods for efficiently disseminating information to
others is in the form of "Frequently Asked Questions" or FAQs.   Rather
than read the full documentation accompanying an application or a
process, users will often access FAQs to find quick, helpful answers to
their questions.

To assist you to begin gathering FAQs related to your active
applications and/or business processes and publishing them in Systems
KnowHow, we've created this FAQs template.  Using a standard FAQ format
will help users recognize and utilize this type of information.  Below
is a sample that you can follow when publishing your FAQs.

FAQ Standards:
· Use the template or ensure that the following conventions are used.
· Title should have the FAQ acronym, a colon and the application/process
name (i.e. FAQs: Systems KnowHow).
· Include a brief synopsis of the application or process to which the
FAQ is applicable.
· Use "Q" to begin the question or statement. (Number the questions.
i.e. Q1, Q2, Q3 etc.)
· Write the question using bold 12-pt. type.
· Ensure that questions are double-spaced and responses follow a single
space.
· Write brief, concise statements.  You can use a first person, friendly
format.
· Depending on the number of questions related to a particular
application or process, you can divide your FAQs into categories.
· Publish your FAQs in an HTML format to avoid having to launch another
application from within Systems KnowHow.
· As a last question and response, include a contact name, telephone
number, and e-mail address for users who still have problems, even if
this contact is the NASC Help Desk.

Sample

FAQs:  Systems KnowHow

Q1:  What is the Repository?  Why was it developed?

The Repository is a new information service.  From the user's point of
view, it is a document publishing and management system.  It allows you
to make useful information available to others.  You can publish all
kinds of documents, including useful spreadsheets, presentations, even
software.


Q2:  I looked in the Repository and could not find what I was looking
for.  Why is this?

The Repository is a "mechanism."  Central departments, business units
and individual staff provide the "content".  Although there is already a
wide range of information in the Repository, there are bound to be gaps.

Hope this helps!
Elizabeth
                         \\\//
                         (o o)
----------------------ooO-(_)-Ooo-----------------------------
Elizabeth Bailey
Mobil Oil Corp              Voice: (214) 658-5072
1201 Elm St, Rm 1013D       FAX:   (214) 583-0782
Dallas, Texas 75270
Email: elizabeth_l_bailey -at- email -dot- mobil -dot- com
-------------------------------------------------------------

RE: Subject:  FAQ document - HELP
Date:  Tue, 15 Sep 1998 18:15:00 -0400
  From: "Parker, Cassandra M. (EXCH)" <CMPARKER -at- INTERMEDIA -dot- COM>

This may be a stupid questions but:

Does anyone know what an FAQ document is, how to create one, or have a
sample of one?

Thanks for all your help.

CMParker
Cassandra M. Parker
829-6560


 From ??? -at- ??? Sun Jan 00 00:00:00 0000=