Are your FAQs really NAQs (never asked questions)?

Came across this article a while ago on the Conceptual Trends and Currents Topics blog by Kevin Kelley. (Stored in my trusty Evernote account).

The premise is FAQs on many sites are really NAQs or Never Asked Questions. It's true. How many times have you gone to an FAQ section only to be faced with more marketing information and not actual questions people want answers to. That's what many company FAQs really are. Easily answered questions that no one has ever asked.

I agree with Kelley that "These fake FAQs are useless. They are a turnoff to potential customers looking for reasons to buy, and an insult to existing customers troubleshooting."

The purpose of FAQs is to reduce the number of emails and phone calls and provide consumers with easy access to questions many consumers have. If you are in charge of writing or compiling the FAQ section for your site - and don't know what they are - it's easy. Just ask the receptionist or person who answers the phone in customer service. Or find the individual that receives the "info@yourcompany.com" email. I'm sure they have a long list.

Here's another idea. Actually answer those questions in your site so you don't need an FAQ section.

Here's the entire Conceptual Trends and Currents Topics blog entry here.