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The guide explains how to publish helpful, customer-focused FAQs by researching real customer feedback. It compares simple and complex FAQ structures and provides practical steps for creating, structuring, testing, and uploading FAQ content.",{"@graph":63,"@context":118},[64,80,101],{"@type":65,"itemListElement":66},"BreadcrumbList",[67,71,74,77],{"item":68,"name":69,"@type":70,"position":9},"https://docshare.wps.com","Home","ListItem",{"item":72,"name":10,"@type":70,"position":73},"https://docshare.wps.com/template/",2,{"item":75,"name":51,"@type":70,"position":76},"https://docshare.wps.com/template/general/",3,{"item":78,"name":59,"@type":70,"position":79},"https://docshare.wps.com/template/what-is-a-faq-planning-and-producing-faqs/170703/",4,{"url":78,"name":59,"@type":81,"image":82,"author":87,"headline":59,"publisher":90,"fileFormat":93,"inLanguage":57,"description":61,"dateModified":94,"datePublished":95,"encodingFormat":93,"isAccessibleForFree":96,"interactionStatistic":97},"DigitalDocument",{"url":83,"@type":84,"width":85,"height":86},"https://docshare.wps.com/thumbnails/what-is-a-faq-planning-and-producing-faqs/170703.png","ImageObject",442,249,{"name":88,"@type":89},"Cipher","Person",{"url":68,"name":91,"@type":92},"DocShare","Organization","application/vnd.openxmlformats-officedocument.wordprocessingml.document","2026-09-27","2026-09-01",true,{"@type":98,"interactionType":99,"userInteractionCount":47},"InteractionCounter",{"@type":100},"ViewAction",{"@type":102,"mainEntity":103},"FAQPage",[104,110,114],{"name":105,"@type":106,"acceptedAnswer":107},"What does FAQ stand for and what is a FAQ used for?","Question",{"text":108,"@type":109},"FAQ stands for Frequently Asked Questions or Frequently Answered Questions. A FAQ compiles common problems and complaints in question-and-answer form to make information easy for customers to access.","Answer",{"name":111,"@type":106,"acceptedAnswer":112},"When should you use a simple FAQ structure versus a complex one?",{"text":113,"@type":109},"Use a simple FAQ when you have just a few questions that do not fit categories. Use a complex FAQ when you support a complex product, serve a wide audience, or need to group questions into manageable categories.",{"name":115,"@type":106,"acceptedAnswer":116},"What steps are involved in creating a FAQ page?",{"text":117,"@type":109},"Research common questions using customer support, sales, real customers, and analytics. Then create questions and answers, choose the best FAQ location, build the page structure with anchor links, test in staging, and upload it to the designated place.","https://schema.org",{"og:url":78,"og:type":120,"og:title":59,"og:site_name":91,"og:description":61},"article",{"robots":122,"canonical":78},"index,follow",{"doc_id":124,"site_id":56},170703,1788274463,{"code":4,"msg":5,"data":127},{"doc_id":124,"user_id":128,"nickname":88,"user_avatar":129,"doc_module":9,"category_id":50,"category_name":51,"doc_title":59,"doc_description":61,"doc_content":130,"file_id":131,"file_url":132,"file_type":133,"file_size":134,"view_count":47,"is_deleted":4,"is_public":9,"is_downloadable":9,"audit_status":9,"page_count":135,"language":136,"language_code":57,"site_id":56,"html_lang":57,"table_of_contents":137,"faqs":138,"seo_title":139,"seo_description":61,"update_tm":125,"read_time":76},687208528416,"https://ap-avatar.wpscdn.com/davatar_9964176cb1d06d4a9deccf72a44ae3dc","Planning and Producing FAQs\nFrequently Asked/Answered Questions\nWhat is a FAQ?\nFrequently Asked/Answered Questions\nFAQ is an acronym for Frequently Asked Questions or Frequently Answered Questions.  A FAQ is a compilation of information in question and answer form, which come from monitoring technical/customer support channels such as email, trouble tickets, and forums, for the most common problems and complaints. Hence the name FAQ (Frequently Asked Questions).\nPublish an FAQ page to make questions that nearly everyone would have accessible and easy to follow. Like all user assistance, FAQs should be relevant, concise, accurate and customer focused. Develop your questions and answers keeping your users in mind; and base your FAQs on reality. Take the time to research customer feedback and develop questions that users are actually asking.\nThe more complex FAQs are often called by other names (for example, Support Center or Help Center), with the actual content following the question and answer format of a FAQ, illustrated in the two complex FAQ examples.\n\u000f\nWhat is a Simple FAQ structure?\nA simple FAQ is a short list of questions and answers. No categories, no separate pages, and usually not longer than about 10 questions and answers, more or less.\nExample 1: Technical Writer List Frequently Asked Questions (\u0013 HYPERLINK \"http://www.techwr-l.com/frequently-asked-questions.html\" \u0014http://www.techwr-l.com/frequently-asked-questions.html\u0015)\nThe Technical Writer List (commonly referred to as Techwr-L) FAQ is a good example of a simple FAQ page. The top 12 questions are listed at the top, with a link on the same page to the question and answer. Each question is shown in a heading style, and the answer is provided in normal body text, so there is a clear segue from one question to the next.\n\u000f\nWhat is a Complex FAQ structure, and when should I use it?\nA complex FAQ structure can include categories and multiple pages. For instance, with a retail/commerce site, you’ll see categories such as Contact Us, Shipping and Delivery, Payments, Resources, and Policies. In those categories, you’ll see one or more common questions or topics, which are usually linked to a separate page.\nExample #1: B & H Photo and Video (http://www.bhphotovideo.com/find/HelpCenter/helpcenter.jsp)\nB & H calls their FAQ a Help Center. They have a navigation tree on the left side, a center column with sections and links, and a right side navigation box that includes the top 10-12 most popular topics. If you click on a link in the center or right side, you go straight to the topic. If you use the navigation tree on the left, you see all topics that relate to a particular section, and then click the link to go to a separate page.\n\u000f\nExample #2: Amazon (\u0013 HYPERLINK \"http://www.amazon.com/gp/help/customer/display.html\" \u0014www.amazon.com/gp/help/customer/display.html\u0015)\nAmazon uses the complex FAQ structure in their “Help and Customer Service” section. Overall categories (Topics) are shown on the left side, a search bar and popular topics are front and center, and other helpful categories are shown on the right side.\n\u000f\nHow do I Create a FAQ?\nResearch\nFind out from customer support, sales people, and real customers what are the most commonly asked questions being asked. A customer support call database holds a wealth of information on what customers commonly find confusing and how to resolve problems. But remember that these database entries are from users that will call in (and/or have a maintenance and support agreement). Not all customers will call in, so you’ll need to also check some other channels. Work with your  customer support team to get reports on the   questions that come in via email or live chat, especially those sent to sales engineers or “catchall” email inboxes (such as \u0013 HYPERLINK \"mailto:help@companyname.com\" \u0014help@companyname.com\u0015). If the company is using social media, bookmark the customer support handle, and track what people are saying. Some companies make ","cbCaimTpC4ZQpOf9","https://ap.wps.com/l/cbCaimTpC4ZQpOf9","docx",365926,7,"English","# What is a FAQ?\n## What is a Simple FAQ structure?\n## What is a Complex FAQ structure, and when should I use it?\n## How do I Create a FAQ?\n## Simple FAQ style instructions\n## Complex FAQ style instructions","[{\"question\":\"What does FAQ stand for and what is a FAQ used for?\",\"answer\":\"FAQ stands for Frequently Asked Questions or Frequently Answered Questions. A FAQ compiles common problems and complaints in question-and-answer form to make information easy for customers to access.\"},{\"question\":\"When should you use a simple FAQ structure versus a complex one?\",\"answer\":\"Use a simple FAQ when you have just a few questions that do not fit categories. Use a complex FAQ when you support a complex product, serve a wide audience, or need to group questions into manageable categories.\"},{\"question\":\"What steps are involved in creating a FAQ page?\",\"answer\":\"Research common questions using customer support, sales, real customers, and analytics. Then create questions and answers, choose the best FAQ location, build the page structure with anchor links, test in staging, and upload it to the designated place.\"}]","What is a FAQ? - Planning and Producing FAQs | DOCX"]