The Strange Allure of the FAQ

One of my co-workers was reading a consumer health site today and decided to check out its "Frequently Asked Questions" (FAQs). It turns out that one of its FAQs was something like "What is an FAQ?" or "What does FAQ stand for?" She found that silly, but I suggested that a reader who was ignorant of the meaning of "FAQ" could click on the link out of curiousity and have his/her question immediately answered.

Another co-worker scoffed at my suggestion, probably believing that I was giving too much credit to the original Web site. However, I persisted and wondered whether there existed an FAQ on FAQs. Questions could include...well..."What is an FAQ?" "How long are FAQs?" Does one need to be licensed in order to write and post an FAQ?" A quick Google search revealed that indeed, there does exist such a reference, published way back in 1997 by a Russ Hersch. Much hilarity ensued, and I had to convince my co-workers that the site was genuine, not just some smart-aleck joke.

It's now past 11:00 PM, and I have just gotten around to reading Mr. Hersch's piece. After the initial silliness of section headings like "Who may write/compile a FAQ?" and "What is the maximum size of a FAQ?" I have to confess that I found Mr. Hersch's piece a fairly interesting contribution to technological history. He was writing at a time when the Internet was becoming more common (especially among college students) but was not yet as seemingly ubiquitous as it is today. Thus, the way he talks about the Internet (with a sense that it was still "new") is both instructive and charming.

More broadly, the most fascinating section of the document concerns the history of the FAQ. Of course, Americans have the habit of taking existing phenomena for granted and not delving into their origins. However, the use of FAQs as a method of information dissemination did not just arise out of thin air but came from real people, solving real communication problems. (You'll have to read more, if you want details.)

Finally, on a more philosophical level, I appreciate Mr. Hersch having taken the time to study and share the FAQ's historical and sociological importance. An FAQ about FAQs is like a blog about blogs: it represents a deep appreciation for—and understanding of—the (seemingly) mundane.