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FAQ Organisation and Structure

FAQs should address a single subject. That subject is very rarely a level 1 topic, which will generally be broken down into its component areas.

For example, a single large FAQ on training programs would typically be broken down into a structure such as:

Training program FAQs (General questions)
          Young Unemployed Training Plan FAQs
          Get Back To Work Program FAQs
          Commonwealth Training Program FAQs
          …

Organising Links

The internal links within each FAQ page also need to be organised.

A long list of links with no structure can be confusing for users. Any list of more than 8 links can probably be organised into sub-topics, and a list of more than 10 links should be organised into sub-topics.

For example: A list of 13 questions for the Get Back To Work Program FAQ…

Who administers the program?
Where can training be delivered?
What type of training is funded?
How do I apply for funding?
When can I apply for funding?
When must training be delivered?
How much funding can I apply for?
How are payments made?
What does a contractual agreement mean under this program?
What is a principal organisation?
What is AVETMISS reporting?
What are tuition fees?
Are tuition fees payable for adult literacy and numeracy training?
… would be easier to use if broken up into 4 sub-topics:
Administration and Reporting:
Who administers the program?
What does a contractual agreement mean under this program?
What is a principal organisation?
What is AVETMISS reporting?

Delivering Training:
Where can training be delivered?
When must training be delivered?

Funding:
What type of training is funded?
How do I apply for funding?
When can I apply for funding?
How much funding can I apply for?
How are payments made?

Tuition Fees:
What are tuition fees?
Are tuition fees payable for adult literacy and numeracy training?

Remember to include sub-topic headings in the body of the FAQ page to make printed pages easier to read.



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