a simple, concise resource, offering clear, quick answers:

decide on the questions

• keep a record of any common enquiries that you get
• don't be afraid to duplicate material elsewhere on your website - sometimes people need more than one way of finding something out

writing answers

• no answer should be longer than a couple of paragraphs
• link to more detailed information on or off your website
• make your text friendly - use you/we/I
• include contact information for people who haven't found the answer to their question

structure and layout

• if you have lots of faqs, organise them into categories, to make searching for information easier, and create an index of questions
• make questions and answers distinct from each other - use headings, bold text or different colours