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Interactive FAQ Feature
May, 1999

If you've seen more than a few corporate websites, then you've seen a Frequently Asked Questions (FAQ) page. An FAQ page has textual information formatted as a question and answer session. The unattributed questions are usually contrived to allow for a stock corporate answer. For example:

Q. How are your products superior to your competitors’ products?

A. Our products are the result of superior engineering, and years of experience in perfecting our approach, blah, blah, blah.

In other words, these pages are not particularly effective or well-read. There is no indication on a typical FAQ page that a site visitor’s actual questions will be answered.

As a solution, Dynamics Online promotes the use of the Interactive FAQ page, a feature also called Ask the Expert. This page literally delivers on the promise of a Q&A style dialog. It features real questions written by and attributed to other site visitors. You, as site manager, answer the questions you choose, and your answers then, over time, become the dynamic content of the FAQ page. As a result:

• Site visitors will see the names, titles and companies of other site visitors—an implied endorsement.

• The FAQ page will reflect the actual questions site visitors want answered.

• You will have an opportunity to demonstrate your subject matter expertise.

• Visitors will be more likely to return to the site in the future to see other questions answered.

Here’s how it works: Site visitors can view any of the questions you, as site manager, have previously answered on the page in the Q&A format. Using a form at the bottom of the page, site visitors can submit a new question, along with their name, company, e-mail and any other contact information you request. You receive the question as an e-mail message. At that point you can:

1. Answer the question publicly by going on the web to a private page where you enter, or rephrase, the question, your answer, and the name and e-mail address of the questioner. The response then appears at the top of the FAQ page, and the questioner gets an e-mail message with an invitation to revisit the site to see the question answered.

2. Answer the question privately by replying to the e-mail.

3. Ignore the question entirely. Some may be inappropriate, and a visitor’s question or comment will never appear on your site without your approval.

You can see the Interactive FAQ in action at these sites powered by Dynamics Online:

• Ask SafetyMan

• Ask ControlSoft, Inc.

• The Game Girl Answers Your Party Game Questions

Contact Dynamics Online to see if the Interactive FAQ should be a feature of your website.