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Which is more user friendly? Organizing your Help section with popular phrased questions or topics?

Clear topics are easier to scan whereas with popular phrased questions you have a chance to match the exact user thought.

Should we use both? Or a combination of main help topics with each a series of popular questions?

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That depends on what your product / service is and how comprehensive your help section is.

A list of the most common questions is great when there are a few questions that most people will want to know, but is a poor choice for complicated products. Imagine if the Apple used a list of questions and answers on for their help section. It would be almost unusable.

When you have a detailed help section covering many topics, it is generally more usable to have answers in sections. In this case, it is especially helpful to have a good search feature.

In the end you have to decide what is more appropriate given your situation as there is no one better solution for all situations.

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For a QA section you should make sure you use the most common questions asked by your customers and not questions the provider think are relevant. A good place to start is if you have a dedicated support or such. They should be able to list common questions. – Hoshts Dec 1 '12 at 15:21

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