I need to develop an FAQ document for [CLIENT]’s [ANNOUNCEMENT/INITIATIVE].

 

**Context:**

 

– Announcement: [Brief description]

 

– Audiences: [Who will have questions]

 

– Key messages: [What we want people to understand]

 

– Sensitivities: [Topics to handle carefully]

 

—

 

**FAQ DEVELOPMENT FRAMEWORK**

 

**Step 1: Question anticipation**

 

List all questions each audience might ask:

 

**Internal (employees):**

 

– [Questions about job impact]

 

– [Questions about process changes]

 

– [Questions about timeline]

 

**External (customers):**

 

– [Questions about service impact]

 

– [Questions about pricing/contracts]

 

– [Questions about contacts]

 

**Media:**

 

– [Questions about strategic rationale]

 

– [Questions about financials]

 

– [Questions about competition]

 

**Partners/vendors:**

 

– [Questions about relationship continuity]

 

– [Questions about processes]

 

—

 

**Step 2: FAQ structure by audience**

 

**General FAQ (all audiences)**

 

Q: What is [CLIENT] announcing?

 

A: [Clear, simple explanation]

 

Q: Why is [CLIENT] doing this?

 

A: [Strategic rationale in plain language]

 

Q: When does this take effect?

 

A: [Timeline]

 

**Employee FAQ**

 

Q: [Job security question]

 

A: [Honest, empathetic response]

 

Q: [Process/reporting question]

 

A: [Clear guidance]

 

Q: [Who to ask question]

 

A: [Escalation path]

 

**Customer FAQ**

 

Q: [Service continuity question]

 

A: [Reassurance with specifics]

 

Q: [Contact/support question]

 

A: [Clear guidance]

 

**Media FAQ**

 

Q: [Terms/details question]

 

A: [Approved response or redirect]

 

Q: [Skeptical/challenging question]

 

A: [Bridge to key message]

 

—

 

**Step 3: Response guidelines**

 

**Response principles:**

 

– Lead with the answer (don’t bury it)

 

– Acknowledge concern before addressing

 

– Be specific where possible

 

– Redirect to appropriate resource when needed

 

**For questions we can’t answer:**

 

“We’re not able to share details on [topic] at this time. What I can tell you is [key message].”

 

**For questions outside our expertise:**

 

“That’s a great question for [appropriate contact]. I’ll make sure they follow up with you.”