Page 59 - GIGW2

Guidelines

for Indian Government Apps & Websites

4.4.4 ‘Frequently Asked Questions’ or FAQs

Although the content developers of websites make (and should make) all
possible efforts to ensure that the content answers all possible and anticipated
information needs of the citizens, it is sometimes not possible to address these
completely. Visitors still have questions because either they couldn’t find what
they were looking for or it is presented in such a manner that it is difficult for
them to comprehend or understand. In such a case, a detailed list of answers
to common questions can prove highly useful to the website audience. Also, it
has been proven by usability studies that information presented in a ‘question-
answer’ form is much easier for people to understand than lengthy write-ups.
Hence, Government websites, particularly the ones having frequent interaction
with citizen for various services/schemes should have a ‘Frequently Asked
Questions’ section linked from the Homepage and all other relevant places in
the site.
The web information managers can compile the list of commonly asked queries
and their answers through the following sources:
• Emails, phone calls and letters from the public.
• Survey conducted amongst the public.
• Input from people who answer phones and mail in the organisation.

• Review of website usage statistics and top search terms/items.

4.4.5 User Feedback

A commonly used method of receiving the feedback from the visitors of the site is
through feedback forms or guest books. Feedback forms, with pre-decided fields,
to be filled in by the visitors, enable a much more structured way of receiving
feedback and hence make it easy to categorise or analyse the same. Forms are also
quite useful for receiving grievances/complaints from the users in a structured
and formatted manner. The information collected through feedback forms can
also be used as a means of knowing the usage pattern of the website and can be
used in the enhancement of future versions of the website.

a. All feedback MUST be collected through online forms for reasons
explained above.
b. All feedback forms should be prominently displayed on the website.

c. Departments MUST respond to the feedback explaining how it shall
be processed.

d. Departments should also make it clear on the response screen whether

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