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.
FAQs: Using the Initialism Writing FAQ Questions
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