Hi,
Yes, I'm on the list. The FAQ Manual of Style came out last year. I'm
a veteran journalist who has covered the Internet from more of a
commercial than a participatory perspective.
I've gotten some heat from Usenet "purists" for the commercial tone of
this book. The publisher felt that there was already a communal,
information-sharing culture about how to write FAQs in the Usenet
community, but no institutional body of knowledge about these tools
existed in the ".com" Web world.
It's been interesting to gauge the reaction since the book came out. It
has been praised on amazon.com. but some Usenet folks have criticized it
for being too Web-centric. I suppose that could be expected; many folks
on this side of cyberspace feel that the "commercial" Web folks have
usurped what was theirs (the FAQ format) and via cynically motivated
means, taken this tool of community knowledge and adapted it for their
own purposes.
The feeling seems to be that Usenet FAQs are the only "real" FAQs, and
Web "FAQs," -- especially if they are designed to help sell a product --
aren't really FAQs because any altruistic intent is of secondary
importance at best.
And you know what? I don't totally disagree, but as a journalist, I can
see both sides. These Web FAQs -- although they are written by people
on the payroll of the company the FAQs are posted on -- perform a
valuable service. If I have a problem with a product, I'd be likely to
chec both the Web and Usenet FAQs. These commercial FAQs perform a
service. My function was to tell these FAQ writers how to perform this
service -- i.e., write and maintain FAQ lists -- in a way that's more
beneficial to their customers and their clients.
Not dismissing the import of Usenet FAQs, I used input from this
community, and specificaly, from many FAQ-maintainers members. I found
this to be a vital part of the book, but you may notice I devoted little
if any attention to the WAY in which the lists should be maintained, or
the tools used in maintaining them. That's because thhere already are
resources on the subject. I suppose the book Pam is assembling will be
of great benefit in this area.; I'll want to read it.
Rather than bring up tools or structure, I thought it would be more
useful to discuss the specific points the FAQ (Usenet or Web) deals
with, and how to write and organize them in a cogent, flowing manner of
benefit to the outside world (customers or otherwise). I suppose that
is my journalistic predeliction for form and clarity showing.
Anyhow, thanks for your input on the book (I also have a new one out
called the Official Netscape Guide To Online Investments, which
amazon.com lists under "Russel" Shaw, and not my full "Russell" name.
The subject matter of the book, I guess, further betrays me as someone
who lives in the ".com" Web world of commerce (although a chapter is
devoted to Usenet groups that deal with the subject.
Thanks, and continue your good work, everyone!
Russell