How can the humble FAQ contribute to leaning, decisions and knowledge sharing?
FAQs can be gathered (mined) and represented in many ways. One way gaining in popularity is to have a FAQ option or tag when closing a service or helpdesk ticket. There is an increasing focus on FAQs to enable web-based self-help thus reducing calls to the helpdesk.
FAQs share many characteristics with patterns & canned helpdesk answers - proven effective solutions to common problems, steps and actions to be taken, 'see also' links to related issues. Good FAQs provide a learning experience and ways to quickly confirm the 'diagnosis' upfront.
Example of a comprehensive FAQ: http://www.htmlhelp.com/faq/html/all.html
Best practices for self-help: http://www.destinationcrm.com/articles/default.asp?ArticleID=4369
Thoughts & enhancements
- Allow RSS subscription
- Enable feedback - to collect context and examples where the script does not work
- Include pointers to experts and decision trees (for more complex problems)
- Have background graphics & text - i.e. 'learn more' tab, training, expert services, see pics
- Think about workflow and escalation - where to go if the answer does not work?
Examples of FAQs about KM
Q&A about KM
http://www.askmecorp.com/product/default.asp - a FAQ ecology?