FAQ-style headings are headings formulated as a question. They can be questions that contract readers frequently ask contracts experts.
Sometimes contract readers cannot locate the desired information, because the contract is a wall of text without meaningful signposts. In some cases, there may be headings, but these may be too general or too jargony – or just not resonate with the reader’s perspective. At a first glance, the look and feel of the document is off-putting, and the document doesn’t reveal what is it about.
Contract users often skim-read to find answers to specific questions or to assess if the document is relevant and worth their time. They may stop to read details only when they think they are relevant. Formulating the headings as questions helps reframe the topic from the point of view of the readers, increasing the chance that they will recognize the content as relevant for them, and stop to read.
© 2019 Stefania Passera, Helena Haapio, and WorldCC
© 2018 Juro Ltd. Used with permission.
Design: Stefania Passera
Telstra's dealership agreement features clause headings framed as questions.
Source: Telstra contract re-design finalist in Clear Communication Award
© 2019 Telstra Corporation Limited. Used with permission.
Courtesy of Verity White.
Have you used FAQ-style headings in your contracts? You can contribute to the Library by sharing an example.
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