One of the many things he wrote in there that I found interesting was this:
More often than not, FAQs neglect the “frequently” part of the equation, offering instead answers to whatever questions the content provider could think of to satisfy the FAQ requirement.
So true! It made me consider how many of the FAQs I have on the site that I manage I could do away with, without doing any harm.
For an example of a fine job done with FAQs, see what the folks over at del.icio.us did with their support page. Their top three questions listed at the top, and the rest of the page geared toward fielding people’s questions via a form, and channeling traffic to less frequently asked questions on a different page. Smart! User-centered design at work.