FAQ Sheets - Frequently Asked Questions

New Year, new plans. New organizational changes? Likely so. But while org changes may make intuitive sense to those directly involved with the redesigning process, those usually most affected by the changes - lower level managers and front-line operatives - are left to figure things out on their own. (And please, let's not kid ourselves; those one-shot, let-me-explain-what-you-need-to-know meetings only scratch the surface of what really needs to be said ... and heard.)

But time is tight. And those meetings - especially when they devolve into extended Q&A sessions comprised of dozens of off-topic, if not completely irrelevant, queries from people who don't seem to know enough to sit down and give someone else a turn - can be downright back-braking from a morale standpoint.

Have you ever tried releasing an FAQ Sheet in support of the changes?

1. What is an FAQ Sheet?
   An FAQ (Frequently Asked Questions) Sheet is a compilation of the not-so-obvious, but certainly reasonable, questions people are likely to have about the changes ... and their answers.
   
2. What's helpful about an FAQ Sheet?
   It gives real answers to real questions, all right there for everyone to see.
   
3. How does one create an FAQ Sheet?
   You, or those closest to the change initiative, do.
   
4. What if the questions I/we come up with are difficult to answer?
   As you brainstorm on questions for the FAQ Sheet, expect some to be quite difficult and challenging to answer. (If they aren't, then you're likely not thinking deeply enough.) Please don't ignore these 'tough' ones - they're actually the most important in the bunch. They're the ones that matter most with respect to acceptance of the changes. And they're the ones best-suited for an FAQ Sheet in that you can answer them thoughtfully instead of just trying to wing it right there on the spot during your big meeting.
   
5. How else is an FAQ Sheet helpful?
   An FAQ Sheet can also help frame how you want people to think - and talk - about the changes...especially when you're not there to tell them yourselves. By providing everyone with the same explanation as to the key reasons for the changes, and the same explanation as to the overriding rationale that makes these particular changes the best of all possible solutions, the FAQ Sheet is a valuable level-setting, and misinformation-fighting, tool.
   
6. What if no one reads the FAQ Sheet?
   Simply point people back to if their real-time questions are answered by it. (Note: Numbering FAQ Sheet questions makes it much easier to point them back to a particular questions.)
   
7. How do I tell if our FAQ Sheet was done well?
   You'll be able to tell simply by listening to the 'sounds' that people make when reading it - hmmm's and oh's and people saying things like 'that actually makes sense,' and 'yes, that's what I want to know' - are all excellent indications that you've done a good job with it.
   
8. Does the FAQ Sheet have any lasting value?
   Absolutely. By having a written record of the rationale for change, it becomes an excellent source document to make sure everyone stays focused and true to purpose. If written properly, it can also serve as an arbiter to differences of opinion and which 'fork in the road' to take, as the changes unfold.

So the next time you have an important change to tell people about, get in front of the issue by creating an FAQ Sheet for it. Worst case, it'll give you some great answers for your big meeting. More likely, though, the questions won't need to be asked so you can use your time together much more productively.

Any questions?!