Writing for FAQs, help centers, and support docs

Crafting copy for FAQs, help centers, and support docs as a UX writer is like building a lighthouse—users need a beam they can trust when the fog rolls in. The trick lies in clarity, not cleverness. People don’t skim these pages for fun; they’re lost, frustrated, or both. Every word has to pull its weight.

Start with the user’s lens: What’s tripping them up? A question like “Why can’t I log in?” demands a scannable answer—think “Check your password” or “Reset via email”—not a rambling essay on security protocols. Structure matters, too. Group related topics, use headers that pop, and front-load the important stuff. If a help center buries “Billing Issues” under three clicks, users will bail.

Pitfalls lurk everywhere. Vague answers—“It might be a glitch”—leave users dangling. Overloading with edge cases muddies the water; save the rare stuff for a footnote. And don’t assume one pass is enough—test with real humans, not just designers. If they’re still emailing support after reading, the words failed.

The approach is simple: anticipate, simplify, iterate. FAQs should preempt the obvious, help center copy tackles the tricky, and support docs dive deep without drowning the reader. Avoid the trap of writing for the company—write for the confused soul at 2 a.m. Done right, these pages don’t just solve problems—they turn frustration into loyalty.