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« Keeping Your Web Site Simple . . . | Main | Master of Your Domain »

Event Web Sites: Saving Money and Time with a FAQ

The accessibility and versatility of the web can help you save a tremendous amount of time.  One place to leverage all the great information you have stored up is with a FAQ (Frequently Asked Questions) page.

FAQ and Event Marketing

When it comes to event marketing FAQs are a tremendous help.  It is in an event organizer’s best interest to put together a well thought out and easy to use FAQ.  Leading up to an event people are always going to try and check for information online.  Are you prepared for this scenario?

Save Yourself Time
Think through the following scenario.  Each year that an air show takes place in Rochester, the show organizer can receive anywhere from 300-1000 emails.  If each email takes about 5 minutes to read and respond that adds an additional 25-80+ hours of additional customer service. If you can answer your customer’s questions via your web site, you’ll spend less time answering questions over the phone or email.

How to Come Up with Questions

Start with some common sense.  Even though you might think the information is 100% obvious to the user always think of ways to remind them. 

If your web site has been up for a few years you might already know a majority of the questions users will ask. Take a look through all the emails you received with various requests and questions.  Are there any specific questions or topic areas where people are apt to ask questions?  Use their questions to flesh out additional questions.

To the Point
Keep the length of the page and number of questions reasonable.  No user will take the time to go through an FAQ page with hundreds of questions and answers.  Also make sure the information is easy to understand and navigate.

No FAQ page is going to be 100% complete.  But in trying to answer as many repetitive questions as possible, you can save you and your organization numerous hours of customer service.  Your web site is there to save time. Make sure you are using it proactively.

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