FAQs as a Strategic, Trust-Building Tool

Traditionally, frequently asked questions (FAQs) are tacked onto an article or memo to rearticulate key points or explain a few next steps for employees.

We believe, however, the lowly FAQ is capable of so much more. Its simple question-and-answer format can take center stage as the main communication, giving employees easy-to-skim sound bites of information – starting with an overall question like “What did the company announce today?” And if you keep its content clear, honest and conversational, the FAQs can hit issues head-on and help to build transparency and trust with employees.

This approach has enabled us to use FAQs to great educational effect when tackling a range of communication.

For a Fortune 100 company that orchestrated an incredibly complex workforce reduction – including a voluntary departure offer, followed by involuntary role eliminations and no fewer than three severance plans to articulate – our steady drumbeat of published FAQs became an ongoing dialogue with employees. This not only set a tone of transparency and two-way dialogue, it drastically reduced the amount of redundant questions inundating the already swamped HR team.

In another example, we were tasked with helping the company navigate a complicated, unplanned CEO transition. Our weekly FAQs served as the primary source of trusted information for employees, helping quash rumors, clarify media reports and add context to what was happening.


To see other examples of our work, go to Mini Case Studies.

Categories: Mini Case Studies

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