Just the Facts about FAQs

This is a guest post written by Princess Jones of P.S. Jones Freelance Writing and Consulting. You can read more of her work on her blog, Diary of a Mad Freelancer.

I spend a lot of time working on my own website. If I let myself, I can always find something to tweak or update, but recently I found myself making a much needed change to the site with a FAQs page. A FAQs (frequently asked questions) page takes the most asked or most important questions about your business and answers them before a website visitor or a new client has a chance to ask you themself.

A FAQs page is a customer’s best friend. If you’ve ever had to hire a service or business based on a website, you know that the more information you can get from the website the better. If you need a photographer that can take headshots in a studio, one that only does onsite work doesn’t do you any good. When you know what you want, you don’t want to send a ton of emails or call a bunch of people to find out if they can deliver it.

Obviously, FAQs are for questions you find yourself answering over and over again. If your company has an unusual name, you might often find yourself explaining it to new clients. Try putting it on your FAQs page to explain it right away. Every person that meets me asks me if my real name is Princess at some point. So I put that in my own FAQs page to avoid having that conversation.

If some things are awkward for you bring up with a client, a FAQs page is a good place to get it out of the way. For example, some people have trouble bringing up their payment terms to customers. If it’s hard for you to tell your clients you always get paid half up front, put it in the FAQs page. Do you never work without a written contract? Put in the FAQs. It won’t keep you from ever having to tell another client about it, but it may cut down on the amount of times you have to explain it.

If you have an SEO plan for your website, you can also use the FAQs page to increase your keyword density. Let’s say you run a marketing company that specializes in creating communication materials for nonprofits like churches and charities. You can use those keywords to draw in a specific type of website visitors. Your FAQs page should include frequently asked information about charity marketing or working with churches. Search engine spiders will eat that up and send more specific traffic your way.

One thing to remember about FAQs is that they are only as useful as they are readable. If nobody reads them, they aren’t all that helpful. So make sure your FAQs are in an easy to find place. Don’t forget website visitors often have Internet induced ADD. They won’t read something that’s too long or hard to get through. So keep them short and sweet.

Do you have a FAQs page on your website? What are some of the questions you answer there for new clients and web visitors?

Photo Credit: Oberazzi / Tim O’Brien

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