The very purpose of classification, navigation and search is to deal with customers’ frequently asked questions (FAQs).
The very concept of the FAQ simply doesn’t make sense. It’s a carryover from the early days of IT and the Web, where, essentially, designers were too inexperienced to design a proper information architecture. Very strangely, FAQs are being recently promoted by, of all organizations, The Nielsen Norman Group, who have launched an FAQ on FAQs report.
