‘FAQ’ and ‘Tools’ are useless Web links - Gerry McGovern

The cause of most confusing menus and links stems from organizational language and thinking. Take, for example, the FAQ. Over the years, I’ve found that most customers don’t know what a FAQ is. That certainly surprised me because I thought everyone knew that FAQ meant Frequently Asked Questions, just like everyone knows that the logo links to the homepage.

However, the FAQ has a deeper problem. From a customers’ perspective it is essentially a useless link. It is a classic example of organization-centric language.

Source: www.ragan.com Posted by beebee 420 days, 21 hours, 16 minutes ago
Tags: Content, FAQs, navigation, Usability category: Content & Communication
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