FAQ-style headings

What is it?

FAQ-style headings are headings formulated as a question. They can be questions that contract readers frequently ask contracts experts.

What problems does it solve?

Sometimes contract readers cannot locate the desired information, because the contract is a wall of text without meaningful signposts. In some cases, there may be headings, but these may be too general or too jargony – or just not resonate with the reader’s perspective. At a first glance, the look and feel of the document is off-putting, and the document doesn’t reveal what is it about.

When to use it?

FAQ-style headings are useful in reframing the communication in the words of the reader. They help make non-negotiated documents (e.g., terms of service, terms of use, standard terms, or policies) more approachable. They are suitable, for example, when there is a large knowledge and power gap between the contract writer – or the organization they represent– and the contract reader (e.g., consumers, employees, small suppliers or customers).

Why use it?

Contract users often skim-read to find answers to specific questions or to assess if the document is relevant and worth their time. They may stop to read details only when they think they are relevant. Formulating the headings as questions helps reframe the topic from the point of view of the readers, increasing the chance that they will recognize the content as relevant for them, and stop to read.

Where to use it?

• Contract documents
• Contract appendices
• Contract guides and playbooks
• Training materials
• Requests for proposals
• Policies

© 2019 Stefania Passera, Helena Haapio, and WorldCC