I don't know if Mr. Shaw is on this list. I do know of the book; I've
seen its cover and table of contents. From what I can tell from
those, it's a pretty good manual for creating FAQs, although it seems
to emphasize "corporate" FAQs more than run-of-the-mill volunteer
informational FAQs. (Section titles include "FAQs can be good for
business," "Leading site visitors to your FAQ," and "Using your FAQ to
sell advertising," and examples are mainly from FAQs such as Kodak's
and SPRYNET's.) There are other, more general topics covered as well,
such as attributes of good FAQs and how to keep FAQs up to date;
I don't know the "spin" on those.
- Pam