FAQs

The golden rule we will follow for FAQs is “clarity over voice.” All copy for FAQs should be concise, clear, and to-the-point.

Titles that group types of questions must be especially clear. For example, if you are answering a series of questions around location, hours, and holiday hours, the title of that section should be something along the lines of Hours, Locations & Holidays rather than something wittier, such as When You Can Visit Us.

If you use images in FAQs, they should be screenshots that relate to the information you are sharing.

The question part of a FAQ should always be written from the point of view of the reader/patron/question asker. (example: “How do I get a new library card?” instead of “How does someone get a library card?”)

Example of Editing an FAQ for Clarity and Voice

This FAQ can be made more clear:

Question

Can I apply to volunteer even if there is nothing listed on the current volunteer opportunities page?

Answer

Yes, you can apply for a volunteer role even if there aren’t any current volunteer opportunities available. Please ensure you thoroughly review the volunteer position(s) you are interested in to ensure your suitability.

OPL receives a high volume of applications. As a result, we are unable to place all applicants. Only candidates who are selected for an interview will be contacted.

Here is the same information written more clearly and friendly:

Question

I want to volunteer, but I don’t see any opportunities listed. Can I apply anyway?

Answer

Yes, for sure. Before you do, take a look at the positions to see if they’re right for you. OPL gets a LOT of applications. (And we love it.) That means, sadly, that we can’t find a home at the library for everyone. Only those who’ve been selected for an interview will be contacted.