Get rid of your government FAQs (they aren’t helping)

Governments love FAQs. People don’t.

We make FAQs because they seem like an easy way to provide information, but they actually make it harder for people to find what they are looking for.

They force people to formulate what they need as a preset question. They have to scan a long, random list of questions and try to pick the most relevant one. They might miss important information in other answers. It’s time consuming and frustrating.

You can provide the same answers in a more helpful way. By organizing the answers as logical sections, like an action page, people can go through the information step-by-step.

Restructure FAQs into something usable

Here’s an example of a list of FAQs from a webpage for a government grant program:

• Who can apply for a grant?
• What kinds of projects are eligible for funding?
• What can grant money be used for?
• How much can I apply for?
• Where can projects be?
• Are there requirements for the grant recipients?
• How do I apply for a grant?
• I was awarded a grant before. Can I apply again?
• How will projects be selected for funding?
• When will the grant recipients be announced?
• When will I get the money, if I am selected for funding?
• How will I get the money, if I am selected for funding?
• I’ve never applied for a grant before, can I get help with the application?
• Who do I contact if I have questions?
• Why does this grant program exist?

An action page helps someone do something, like apply for a grant. It organizes information into these sections:

• Description
• Need to know
• Before you start
• Steps
• What’s next
• Get help

Now you have a place to put the answers to each of your questions. This adds a logical structure to your information. This makes it easier to read and understand. It creates flow. It makes your content actionable.

Here’s where to put the answers for each of the questions from our grant example.

Description

The [name of grant] provides funding for [reason]. (Why does this grant program exist?)

Need to know

• If you live in [city name] and are over 18, you are eligible. (Who can apply for a grant?)
• You can apply for up to $250. (How much can I apply for?)
• Deadline is March 1.

Before you start

Your project needs to be located within [city name.] It doesn’t have to be at your house, but you need permission from the property owner if it’s not on land that you own. (Where can projects be?)

You can use the money for [types of expenses.] (What kinds of projects are eligible for funding?)

Eligible projects (What kinds of projects are eligible for funding?)

• X
• Y
• Z

If you received a grant before, you are still eligible to apply again. We may prioritize new applicants when we award the grants. (I was awarded a grant before. Can I apply again?)

We’re here to help. If you have questions or need help with your application, contact us. (I’ve never applied for a grant before, can I get help with the application?)

Steps (How do I apply for a grant?)

1. Complete the online application.
2. Upload your proof of residency.
3. Submit your application.

You can also apply over the phone or in-person. Call us to set up an appointment.

What’s next

We will send you an email in April to let you know if you were selected or not. (When will the grant recipients be announced?)

You will need to: (Are there requirements for the grant recipients?)

• Sign a funding agreement
• Provide a W-9 so we can send you the money
• Attend an orientation
• Report project outcomes

How projects are selected

A selection committee reviews and scores each application. Based on the money available, they make a recommendation for who will get the grants. (How will projects be selected for funding?)

How and when you get the money

We will send you the money by check. (When will I get the money, if I am selected for funding?) You should get the money by June. (How will I get the money, if I am selected for funding?)

Get help (Who do I contact if I have questions?)

• [Phone]
• [Email]

Help people do things

By replacing FAQs with action-based sections:

• People know where to start
• They have context for what to do, how, and why
• They don’t have to scan irrelevant questions
• They can move through a process step by step

This helps people do things and that’s why they are on your website.