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Re: preferred format for a Frequently Asked Questions page


From: Lynn Holdsworth
Date: Dec 22, 2014 6:46AM

This sounds good Birkir. The only thing I would say is:

> 3. Each FAQ is a focusable element (link or button)...

I'd use a button here, since it's making a change to the current page
rather than taking the user to a new one. I'd also use ARIA and/or an
icon with alt text to flag up whether the question is expanded or

KR, Lynn

On 22/12/2014, Birkir R. Gunnarsson < <EMAIL REMOVED> > wrote:
> Agreed.
> 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
> page).
> 3. Each FAQ is a focusable element (link or button) that, when
> expanded, shows the answer, accordion style.
> (Optionally)
> 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.
> Cheers
> -B
> 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
> year.
> 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
>> >> >> >>
>> >> >> >>
> --
> Work hard. Have fun. Make history.
> > > >