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Chapter 12. Creating Customer Assistance... > Answers to Frequently Asked Question...

Answers to Frequently Asked Questions (FAQs)

When guests get stuck they most often turn to the FAQ, because the style seems friendlier than the average help system, and the genre promises answers to real questions from users, rather than a stonewalling corporate pile of documentation.

Every sentence I utter must be understood not as an affirmation, but as a question.

Niels Bohr, New York Times


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