ever-works/orgs/employee-faq

Employee FAQ

A playbook for building a self-serve FAQ that gives fifty people the same correct answer without fifty interruptions. The failure mode it prevents: an FAQ that's either empty (so everything becomes a ticket) or wrong (so it confidently misinforms at scale).

Source the questions from reality

1. Start from what people actually ask: recurring partnering questions, onboarding confusions, and — most valuable — the searches that returned nothing. The FAQ should answer the population's real questions, not the ones you imagine.
2. Rank candidates by frequency and by how much pain a wrong or missing answer causes. Write the high-volume, high-friction ones first.

Write each entry

1. Lead with the question phrased the way employees phrase it, not the policy's formal title — people search in their own words.
2. Answer plainly and completely enough to act on: the direct answer first, then the one or two conditions that change it.
3. Source every answer to current policy. An FAQ that drifts from policy is worse than no FAQ, because people trust it. Where the answer depends on a policy ruling, get it from the Policy Lead before publishing.
4. Link the next step: the form, the person, or the process, so the entry ends the task instead of starting a new question.

Keep it honest

1. Draw a clear line where self-serve stops. For anything needing judgment or discretion — a sensitive situation, an exception — route the reader to the People Partner rather than pretending an article can decide it.
2. Review on a cycle and whenever a policy changes: an outdated entry is a confident wrong answer at scale. Retire or fix stale entries fast.

Close the loop

1. Watch which entries deflect questions and which don't. Rewrite the ones people still ask about after reading, and add entries for the searches still coming up empty.

Quality bar

• Every entry is sourced to a current policy and links a next step.
• Entries are written in the employee's words and answerable without a follow-up.
• The line between self-serve and "talk to the Partner" is explicit.
• Stale entries are caught on a cycle, not by the employee they mislead.

Output format

FAQ entry: question (in the employee's words) → direct answer, then the conditions → source policy reference → next step/link → self-serve-vs-escalate boundary. Plus a maintenance log: what's deflecting, what's failing, what's stale.