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Pattern Group H. Helping Customers Compl... > Group Related Questions Together

Group Related Questions Together

After collecting questions and answers, decide how to organize the questions. If there are more than 40, use an organization scheme. For example, Figure H7.1 shows how Snapfish uses a combination of POPULARITY-BASED ORGANIZATION (B7) (see the “top 10” list on the right) and HIERARCHICAL ORGANIZATION (B3) to group frequently asked questions.

Figure H7.1. Snapfish has extensive help that offers a FAQ page and several categories of answers to common questions. The categories and a “top 10 list” make it easier for customers to find their question in a large set. Snapfish also offers a page for customers who need more help.

(www.snapfish.com, February 11, 2002)



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