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Re: preferred format for a Frequently Asked Questions page


From: Birkir R. Gunnarsson
Date: Dec 21, 2014 8:00PM

To sum up:
1. Provide a heading for each category of FAQ (for clear layout and
ease of navigation).
If page contains a reasonable amount of FAQs, I would say 20 or less,
this is not necessary, unless there is a very clear division within
categories of topics.

2. Provide a link or button to expand/collapse all FAQs in that
category (optionally offer a link/button for all the FAQs on the

3. Each FAQ is a focusable element (link or button) that, when
expanded, shows the answer, accordion style.

4. Each category of FAQs is an unordered list, with each question in
its own list item, thus providing quick overview of how many FAQs are
availlable in each section.

Again, this is a screen reader centric perspective and I do not have
one page that embodies all these ideas.
I have one coming through audit that is close, but it is not yet
available to the public.
P.s. Of course I agree with Cliff on what the ideal world should be,
but in that world I would also not be blind and would not have to
worry about accessibility, plus I would be making a million dollars a
While Cliff´s goal is slightly more attainable, we still have to deal
with the fact that some websites will have to post FAQs to try and
filter out customer queries, especially websites dealing with complex
issues or highly specialized products, such as cars or expensive
luxury items.

On 12/20/14, JAKE JOEHL < <EMAIL REMOVED> > wrote:
> Hi all. Sorry for the late response, I've been having email issues with this
> account. I think it's about time to upgrade to OS X Yosemite. Hopefully this
> makes it onto the list. But anyway, I don't really have a particular
> preference for an FAQ format, just as long as it is accessible. But I like
> how Dreamwidth has their FAQ. What they do is list out all the categories
> with a same-page link to each one, and then on the same page they have
> separate headings for each FAQ category. Within each separate category there
> is a link that says "View All," which when clicked lists all the questions
> and answers for that particular category. Please see
> http://www.dreamwidth.org/support/faq .
> Jake
> Please visit me at http://jazzyjj.dreamwidth.org .
> On Dec 18, 2014, at 1:55 PM, Jennifer Sutton < <EMAIL REMOVED> > wrote:
> Thanks to those who responded, both on and off list. I'm a bit surprised at
> how few responses I've gotten.
> So I'd like to send out yet one more call for sample FAQ pages that people
> like/have been tested, etc.
> Despite Cliff's comments (which come from an unachievable ideal goal, in
> most cases, in my experience), I actually *like* FAQs and do use them. When
> they're done right, they can save me one heckuva lot of time reading a bunch
> of prose and poking around a site.
> Sometimes, as shocking as this may seem to some, *I* go straight to that
> page, especially when I'm on a technology-based site, and I'm trying to
> solve what I think could be a common problem. One example that comes to mind
> is on phone carriers' sites which tend to be filled with marketing jargon
> and sales pitch pages, rather than specific step-by-step guidance.
> As a fyi, I haven't specified what kind of site I'm focusing on here,
> primarily to avoid the very philosophical debate Cliff raises.
> Again, as I said originally, I have a chance to set up a good design pattern
> for FAQS, and I'd welcome any additional ideas people have to help me "get
> it right."
> Thanks.
> Best,
> Jennifer
> > > >
> > > >

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