FAQs (Frequently Asked Questions) are a vital tool for keeping employees informed, engaged, and empowered during organizational change, while providing stakeholders with clarity and reassurance. However, not all FAQs are created equal. To create a set of FAQs that truly stands out and serves as a valuable resource, it's essential to follow a strategic approach. Following these 5 tips will help you in the process of writing FAQs and ensure they address the right questions, foster transparency, and cater to both internal and external stakeholders. Get ready to revolutionize your FAQ game!
1. Ask the Awkward Questions
Don't shy away from the tough questions. Put yourself in the shoes of your employees and stakeholders and ask yourself and your team what challenging questions they may have. By tackling these topics head-on, you can address potential concerns and foster transparency within your organization.
2. Include Unanswered Questions
You won't always have an immediate answer to a question. That's okay! It's still worth including those unanswered questions. Acknowledge the query and let employees and stakeholders know that you'll provide an answer when the information becomes available, and even better, provide a timeline. This demonstrates your commitment to their concerns and builds trust.
3. Create a Space for Further Questions
You'll be putting in a lot of effort to try and cover all topics in the FAQs, but encouraging employees to ask additional questions by providing a designated email address or website will provide the opportunity for anonymous submissions, making it easier for individuals to voice their inquiries candidly. These questions can then be used to enrich future versions of your FAQs.
For Stakeholders For external stakeholders - a main point of contact within the organization should be provided and this is where any comments or questions should be directed.
4. Review and Update Regularly
Ensure FAQs remain relevant and accurate by reviewing and updating at relevant milestones, and issuing a revised version. This is particularly important for larger organizational change programmes, and for where the original version included unanswered questions (see point 2.)
5. Tailor FAQs for Internal and External Stakeholders
Remember that your FAQs will serve different purposes for both internal and external audiences. Tailor the content accordingly to address the specific needs of each group. This approach demonstrates your commitment to transparency with employees and provides clarity to external stakeholders.
TOP TIP Be mindful that you may need to include confidential information in your FAQs for employees, that is not suitable for an external audience, so be sure to classify your Employee FAQs as Internal Use Only.
Create your own kick-ass FAQs
Writing kick-ass FAQs requires careful thought, proactive communication, and a commitment to transparency. By following the guidance outlined, you can create a comprehensive set of FAQs that empower employees, address their concerns, and serve as a valuable resource for your organization. As well as FAQs for external stakeholders that provide clarity and reassurance. Start implementing these techniques today, and watch as your FAQs become a cornerstone of effective communication and engagement.