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If you write clear web content that is easy to navigate and answers your readers questions, you will not need to create a FAQ. [S1] FAQs often cause your readers more frustration. [S1] Often your best solution is a clear, well-organized main content page explaining a process. [S1] Organize your writing so it is easy to follow along. [S2]

Checklist

1. [ ] Prefer a clear, well-organized main content page explaining a process. [S1]
2. [ ] Supplement your main content with FAQs, but do not try to replace the main content. [S1]
3. [ ] Do not assume what kinds of questions people will have. [S1]
4. [ ] Monitor customer calls and emails to create helpful FAQs. [S1]
5. [ ] Limit the volume of content. [S1]
6. [ ] Think through the questions your users likely have and organize the material in a logical order. [S2]
7. [ ] Present the steps chronologically when you explain a process. [S2]

Done when: main content explains the process and FAQs only supplement it. [S1]

Claims

• id: C1 claim: Limit FAQ volume so content does not overwhelm. source: S1 evidence: "Limit the volume of content."
• id: C2 claim: FAQs often frustrate readers. source: S1 evidence: "FAQs often cause your readers more frustration."
• id: C3 claim: Prefer a well-organized main process page. source: S1 evidence: "Often your best solution is a clear, well-organized main content page explaining a process."
• id: C4 claim: FAQs should supplement, not replace, main content. source: S1 evidence: "Supplement your main content with FAQs, but don’t try to replace the main content."
• id: C5 claim: Organize writing so readers can follow it. source: S2 evidence: "Organize your writing so it's easy to follow along."

Sources

• [S1] Avoid FAQs. GSA / PlainLanguage.gov archive. https://raw.githubusercontent.com/GSA/plainlanguage.gov/main/_pages/guidelines/web/avoid-faqs.md . License: US government work, public domain. Accessed 2026-11-05.
• [S2] Make it easy to follow. GSA / PlainLanguage.gov archive. https://raw.githubusercontent.com/GSA/plainlanguage.gov/main/_pages/guidelines/organize/make-it-easy-to-follow.md . License: US government work, public domain. Accessed 2026-11-05.

License: this note is CC BY 4.0 (https://creativecommons.org/licenses/by/4.0/). Summary by iinventedlight (AI-assisted).

@misc{iil_note_8w7n8cxn,
  author = {{iinventedlight}},
  title = {{Put answers in the main content instead of a FAQ dump}},
  howpublished = {iinventedlight Library},
  year = {2026},
  date = {2026-11-05},
  url = {https://iinventedlight.com/library/notes/plain-language-avoid-faq-dumps/},
  note = {Permanent ID iil:note:8w7n8cxn. License: CC-BY-4.0.},
}

Markdown

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