Frequently Asked Questions Style Guide (Draft)
Version 1.1
U.S. Department of Health & Human Services
Web Communications Division
November 2006
Contents
This style guide provides Department-wide guidance on developing Frequently Asked Questions (FAQs). It is designed to guide you in writing consistent, succinct, and professionally written questions and answers. We developed the guide using usability test findings and current research on how best to write for the Web. This guide will be updated as additional information becomes available.
FAQs are common questions and answers about a particular topic or service. In general, they provide brief answers with links to additional information on a Web site. FAQs can be delivered as static HTML pages or database-driven listings. In usability testing we have learned that users expect FAQ titles to be labeled either "Frequently Asked Questions" or "Frequent Questions" on Web sites. Do not use the acronym "FAQ", because some users don't understand what it means.
HHS currently uses a database-driven system (RightNow Service) to display answers to frequent questions that are dynamically driven by customer interests. This is the Department's standard tool for accepting site feedback and feedback on specific questions so that the content can be improved according to the needs of site visitors. Additionally, this system allows site visitors to request to be notified when answers are updated.
to top of pageMake sure your answer is complete. Keep your response short and to the point-long enough to completely answer the question, but no more. Don't include information that is interesting, but is not central to the question.
Use links to provide additional relevant, related, and interesting information. But don't force the user to click a link to get the answer to the question.
Example Can our Web site link to the HHS or an HHS-sponsored Web site?
In general, yes. The Web site of the U.S. Department of Health and Human Services (HHS) is a Federal Web site and is made available to everyone freely and without cost to the public. Organizations, agencies, groups, and companies may feel free to include links to the HHS and its sponsored Web sites without the need to contact HHS. |
2.1 Choose the appropriate question word
Each question word - who, what, when, where, why, how - requires a particular type of information for a complete answer:
- Why questions should be answered with reasons.
- How questions should be answered with procedures or steps in a process.
- When questions should be answered with times or dates, etc.
- Where questions should be answered with locations - physical or online address.
- Who questions should be answered with a name, title, or role.
- What questions should be answered with examples, instances, etc.
Examples This how FAQ has a procedure answer: How can I report fraud, waste, and abuse to the Inspector General's Hotline about an HHS program?
Complaints of possible fraud, waste, and abuse can be reported to the Inspector General's Hotline in several ways: - Telephone:
Toll-free phone: 1-800-HHS-TIPS (1-800-447-8477), 8:00 am - 5:30 pm, Eastern Time, Monday-Friday
Fax: 1-800-223-8164 (10 pages or less, please)
TTY: 1-800-377-4950 - Email: hhstips@oig.hhs.gov
- Mail: HHS TIPS Hotline
P.O. Box 23489
Washington, DC 20026
(please do not send any original documents) - Web: You can also access the OIG Hotline guide for filing a complaint by going to the OIG Web site at http://www.oig.hhs.gov/hotline.html.
This why FAQ uses reasons to answer: Why is family history important to health?
Knowing your family history can help your doctor predict your risk of developing diseases such as heart disease, stroke, diabetes, and cancer. Family members share their genes, and often share their environment, lifestyles, and habits. Using family history helps identify if you or others in your family may be at increased risk for disease. A family health portrait given to your primary care provider helps your provider consider both your genes and these other shared risk factors influencing your health. |
2.1 Link to more information
2.1.1 Include links to provide additional relevant information
Most links should appear at the end of the answer under Learn More or For More Information. But sometimes links embedded within the text may be useful, for example, to provide a supporting graphic or other information, such as a definition, that is essential to the response.
2.1.2 Choose link text that clearly identifies what users will get when they click the link
- Whether you write an embedded link or a "For More Information" link, choose your words carefully. The link text should enable users to predict exactly what information they'll get by clicking.
- If the title of the page you're linking to accurately describes the link's contents, use the page title as the link.
- If you're concerned that the title of the page you're linking to may be confusing for users, write a Learn More or For More Information link that incorporates the actual page title with your explanatory text.
Example Learn More: Prepare for an influenza pandemic by reading the planning checklist for individuals and families. |
- Note the use of bold, title case, and the colon for Learn More links.
- Link directly to an answer or Web page, not to the home or other general page where users will have to search to find the information.
2.1.3 When linking to a file other than a Web page, indicate the file format and size after the link
Use (PDF), (Excel), (Word) at the end of the link to indicate file type. Indicate size in KB or MB to inform users of the size of the document for downloading purposes.
to top of page3.1 Write concise answers
3.1.1 Write concise questions/summary information
When site visitors look at a long list of questions on an FAQ site (which link to answers), it is much easier to scan short questions or summary information, rather than a page of long wordy questions. This enables the reader to more easily locate the information they want. Full-length questions can be provided in the Description area of the dynamic system or incorporated into the static FAQ site if needed.
Example Long version
What happens when there is disagreement between a child who is capable of assent and his/her parents about participation in research? Short question/summary
How are conflicts between parents and children about research participation resolved? OR for a dynamically driven system, use a short summary, such as: Research participation issues between child and parents |
3.1.2 Answer the question only, using as few words as possible
Example of an Answer Rewritten for Conciseness Concise Answer: Are exemptions different for research involving children?
The only research activities involving children that may be exempt are those involving educational tests or observation of public behavior where the investigators do not participate in the activity being observed. To be exempt, the data must be recorded without individual identifiers, or disclosure of the recorded responses must not place the children at risk of criminal or civil liability or damage their financial standing, employability, or reputation. Otherwise, all the requirements of the human subjects regulations apply to children. Learn More: Research Regulations - 45 CFR 46.101(b)(2) Wordy Original: Are the exemptions different for research involving children?
One of the six exemptions of research involving human subjects is narrowed in scope by Subpart D's additional protections for research involving children. The other five exemptions apply to research involving children as human subjects in the same way that they apply to research involving adults. The narrowed exemption is the exemption at 45 CFR 46.101(b)(2) [http://www.hhs.gov/ohrp/humansubjects/guidance/45cfr46.htm#46.101], which generally applies to research involving educational tests, interviews or survey procedures or observation of public behavior, if the data are recorded without individual identifiers, or if disclosure of the recorded responses outside the research would not reasonably place the subjects at risk of criminal or civil liability or be damaging to their financial standing, employability, or reputation. Where children will be involved as research subjects, however, the use of survey or interview procedures is eliminated from this exemption, and so is research involving the observation of public behavior if the investigators participate in the activity being observed. In other words, the only research activities involving children that may fall under this exemption are those involving educational tests or observation of public behavior where the investigators do not participate in the activity being observed. In order to be exempt, these activities must also meet the condition that the data are recorded without individual identifiers, or the condition that disclosure of the recorded responses would not place the subjects at risk of criminal or civil liability or be damaging to their financial standing, employability, or reputation. Otherwise, all the requirements of the human subjects regulations apply. |
- Usability research indicates that reading from a computer screen tires the eyes and that users don't read word for word; they scan. Help your readers by making your text concise:
- Avoid extra words
- Delete words that repeat the meaning of other words (i.e., "sprint quickly" should just be "sprint")
- Change negatives into affirmatives
- Use shorter words (i.e., transmit = send; prior to = before)
3.1.3 Provide context for each FAQ (when published through a dynamic system)
- Make sure that users understand the context of each question and answer as if the FAQ were the only information the user will see. This is especially important when a question and answer appear in a knowledgebase or dynamically generated page.
Example Question: What if I don't have a computer?
If this question appears on a page with questions from other categories of information, it may be confusing to the site visitor. To which category does this refer? |
- Do not assume that site visitors will see the questions in the order in which the questions were entered into an FAQ knowledgebase system. The most popular questions move to the top of the list based on visitor preferences.
- Do not refer to the answer above or below, either; FAQs in a knowledgebase move around based on what site visitors are reading.
3.1.4 Use bullets to make text scannable
Examples Easy-to-Scan Bullets
In the event of a pandemic, certain public health measures may be important to help contain or limit the spread of infection as effectively as possible. The following actions could include: - Treating sick and exposed people with antivirals
- Isolating sick people in hospitals, homes, or other facilities
- Identifying and quarantining exposed people
- Closing schools and workplaces as needed
- Canceling public events
- Restricting travel
In addition, people should protect themselves by: - Washing hands frequently with soap and water
- Staying away from people who are sick
- Staying home if sick
Hard-to-Scan Text Block
In the event of a pandemic, certain public health measures may be important to help contain or limit the spread of infection as effectively as possible. The following actions could include treating sick and exposed people with antivirals; isolating sick people in hospitals, homes, or other facilities; identifying and quarantining exposed people; closing schools and workplaces as needed; canceling public events; and restricting travel. In addition, people should protect themselves by washing hands frequently with soap and water; staying away from people who are sick; and staying home if sick. |
3.2 Write short sentences and paragraphs for easy online reading
3.2.1 Divide long sentences into two
If a sentence is 35-40 words or longer, reread it and consider dividing it into two shorter sentences.
3.2.2 Write short paragraphs
If a paragraph is 7-10 lines or longer, reread it and consider dividing the long paragraph into two shorter ones.
to top of pageUse relatively formal language rather than informal. However, that doesn't mean you should use stiff or bureaucratic language. Aim for a professional, but conversational tone. (Imagine you are speaking to your supervisor rather than your friend.)
4.1 Avoid idioms and informal speech
Don't write: | What's the deal with bird flu? |
Do write: | Why is the government concerned about avian influenza? |
| |
Don't write: | Why do we need a rule anyway? |
Do write: | Why do we have health information privacy rules? |
4.2 Choose the more formal word over the colloquial one
To maintain a professional, businesslike tone, chose the more formal word.
Don't write: | info |
Do write: | information |
| |
Don't write: | pro |
Do write: | professional |
4.3 Use contractions sparingly
It is not wrong to use contractions in formal writing, but you should use them sparingly, because they tend to make your writing appear less professional.
4.4 Use personal pronouns
Don't write: | Will there be enough flu vaccine to meet future needs? |
Do write: | Do we have enough flu vaccine to meet our future needs? |
| |
Don't write: | Who must comply with these new HIPAA privacy standards? |
Do write: | Do I have to comply with these new HIPAA privacy standards? |
to top of page5.1 Explain terms, acronyms, and abbreviations
5.1.1 Explain unfamiliar terms
- Most people who use HHS FAQs are not subject matter experts, so explain unfamiliar terms for them or link to a glossary.
- Try other techniques for explaining terms such as providing a synonym or a written or visual example or illustration.
5.1.2 Spell out terms the first time you use them in each FAQ, followed by the correct abbreviation or acronym in parentheses; use only the abbreviation after the first use
Example Am I able to initiate a private court action if I believe I have been discriminated against?
Under most of the statutes enforced by the HHS Office for Civil Rights (OCR), a complainant who has been discriminated against may initiate private court action instead of, or in addition to, filing a complaint with OCR. If you are interested in doing so, you should consult an attorney as soon as possible to ensure that the action will be timely filed. |
- Check for correct abbreviations.
5.1.3 Edit for preferred usage
Use This | Avoid This |
Web site | web site or website |
HHS | DHHS (This is the official acronym to use to avoid confusion with DHS - Department of Homeland Security) |
U.S. | United States |
5.2 Use consistent formatting for questions, numbers, dates, and bullets
5.2.1 Capitalize the first word and use bold for questions on a static page
Don't write: | What Is a Family Health Portrait? |
Do write: | What is a family health portrait? |
5.2.2 Numbers
- Write out numbers from one through nine. Use numerals for numbers 10 and above.
- Spell out any number when it begins a sentence.
- When a sentence or phrase contains a number of 10 or above, use numerals for all numbers in the sentence.
Example: "At least 4 out of 10 Americans are obese."
- Express percentages in numerals: 8%, not eight percent.
- Express units of measure and time numerically.
Don't write: | thirty thousand dollars |
Do write: | $30,000 |
| |
Don't write: | six years |
Do write: | 6 years |
5.2.3 Bullets
- Capitalize the first word of each bulleted item.
- If the bulleted item is a complete sentence, end with a period.
- If a series of bullets forms a complete sentence, use commas or semi-colons at the end.
- If the bulleted item is a word or phrase, do not use any punctuation.
5.2.4 Titles
- Italicize titles of books, reports, publications, or articles.
- Do not italicize Web page titles.
5.2.5 Review Content Frequently
Review the content of your frequently asked questions at least every 6 months, unless your content is tied to a specific timeline or events that require a different review schedule.
We recommend that you avoid using the word "new" when referring to a rule or law if you know that you will not be able to update the information in a timely manner.
You can set up a reminder for content reviews of your questions by selecting a date from the review calendar in a dynamically-generated system. (If you are unsure how to do this, contact your RightNow knowledgebase administrator.)
to top of pageWriting for the Web: http://www.usability.gov/design/writing4web.html (Usability.gov)
It covers:
- How do you write clearly?
- How do you write visually?
- Why is easy-to-use content so critical?
Improving communication through plain language: www.plainlanguage.gov
Provides information on:
- How To/Tools for writing in plain language
- Resources
- Plain Language Training
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