Shriver Center

Write in terms of the user. Phrase the title as something they'd likely search for to solve the issue.

• The title should also be clear on its own. Most people search the FAQs rather than browsing by collection.

Show AND Tell wherever possible. Include screenshots and/or screencasts to illustrate the process.

• If you include a screencast, try to keep it to no more than 5 mins max (preferably 3 mins or less).

Refer and link to the FAQ as an INITIAL resolution to similar RT requests, so your resolution leads users to users understand where they could have gotten help themselves before requesting it.