Secrets of a Good FAQ: How to Answer Frequently Asked Questions So They Don’t Raise More Questions

I'll share the principles we follow in the Gosuslugi editorial team when writing texts for the FAQ and the Max chatbot. I'll share the principles we follow in the Gosuslugi editorial team when writing texts for the FAQ and the Max chatbot. Furthermore, I’ll explain what an ‘exit point’ is and why it's important for us to be honest, even if the Agency disagrees. Or why we can't always respond with just one line of text. And what we do when the text exceeds the allowed limits (spoiler: sometimes, nothing).