The role of FAQs
In formulating and delivering these messages to all stakeholders, well-prepared answers to a list of frequently asked questions (FAQs) developed jointly between the firm and its actual or potential suppliers are very effective tools for ensuring that a given question always receives the appropriate reply. The response should be both the same answer and the right answer, irrespective of who is asking the question and of the forum or channel through which it comes about. So the responses given in an informal face-to-face chat over the water-cooler, on the corporate website and in an off-the-cuff email should all be identical in content, if not in tone or detail.
This is not easy to achieve. One tool that can help to build this ...
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