| name | employee-faq |
| description | Use when building or maintaining the self-serve answers employees reach for — turns the questions people actually ask into clear, sourced FAQ entries that deflect repeat questions and stay consistent with policy. |
Employee FAQ
A playbook for building a self-serve FAQ that gives fifty people the same correct answer without fifty interruptions. The failure mode it prevents: an FAQ that's either empty (so everything becomes a ticket) or wrong (so it confidently misinforms at scale).
Source the questions from reality
- Start from what people actually ask: recurring partnering questions, onboarding confusions, and — most valuable — the searches that returned nothing. The FAQ should answer the population's real questions, not the ones you imagine.
- Rank candidates by frequency and by how much pain a wrong or missing answer causes. Write the high-volume, high-friction ones first.
Write each entry
- Lead with the question phrased the way employees phrase it, not the policy's formal title — people search in their own words.
- Answer plainly and completely enough to act on: the direct answer first, then the one or two conditions that change it.
- Source every answer to current policy. An FAQ that drifts from policy is worse than no FAQ, because people trust it. Where the answer depends on a policy ruling, get it from the Policy Lead before publishing.
- Link the next step: the form, the person, or the process, so the entry ends the task instead of starting a new question.
Keep it honest
- Draw a clear line where self-serve stops. For anything needing judgment or discretion — a sensitive situation, an exception — route the reader to the People Partner rather than pretending an article can decide it.
- Review on a cycle and whenever a policy changes: an outdated entry is a confident wrong answer at scale. Retire or fix stale entries fast.
Close the loop
- Watch which entries deflect questions and which don't. Rewrite the ones people still ask about after reading, and add entries for the searches still coming up empty.
Quality bar
- Every entry is sourced to a current policy and links a next step.
- Entries are written in the employee's words and answerable without a follow-up.
- The line between self-serve and "talk to the Partner" is explicit.
- Stale entries are caught on a cycle, not by the employee they mislead.
Output format
FAQ entry: question (in the employee's words) → direct answer, then the conditions → source policy reference → next step/link → self-serve-vs-escalate boundary. Plus a maintenance log: what's deflecting, what's failing, what's stale.
