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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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