Web Standard: Frequent Questions

Note

All EPA public and internal content pages and web applications are required to follow this standard.

Related Information

Clear, Concise and Plain Writing

In-Page Navigation Example with Frequent Questions | US EPA

Avoid FAQs: Plain Language.gov  

FAQs: why we don’t have them - UK Government Digital Services

21st Century Integrated Digital Experience Act  

U.S. Web Design System Usability

Turning FAQs into Web Content

Definition

Frequent Questions are a list of questions and answers relating to a particular subject. Often known as “Frequently Asked Questions” or “FAQs”.

Content Requirements

  • Frequent Questions should NEVER replace or be the main content. They are a supplement to be used only to answer the most common customer questions and to point customers to content pages with more detail.
  • Limit the number of questions. Research shows that users can scan lists of 3-7 items; more than that is overwhelming. Limit your FAQs to no more than 3 sections of 3-7 items in each section. 
  • Manage your FAQs.  Content pages come up for review every year. When you review your questions, determine which ones can be removed and which need updates or edits to remain current and accurate.  Ensure that your FAQ and content pages don’t end up with different information because one is updated, and the other is not.
  • Provide short answers with reference to additional content. Use FAQs to provide a quick description (answer) and include a link to a webpage or resource with further information. Do not explain an entire process.  Rather, have a question about your process that then links to the content page where you explain the process. 
  • Use an “On this Page” or “Table of Contents” section at the top of the page, or use In-Page Navigation.  If you have more than 3-7 questions, group them by topic/subject into sections. Headings are required for each section, and the content should be organized in a way that makes sense to the reader.  If you have section topics, link to them from your “On This Page” menu or utilize In-Page Navigation. 
  • Use plain language. Use plain language when writing frequent questions and their answers. Do not use insider jargon or undefined acronyms.
  • Use customer feedback. Frequent questions should be constructed from customer feedback. Do not assume the questions people will have. Monitor customer calls and emails to create helpful FAQs and only create them if you do not have that content on your pages. 
  • Add sidebar navigation. For public pages, consider adding a link to the Frequent Questions webpage on the sidebar navigation. For epa@work pages, this is required. When adding a link to the Frequent Questions webpage, follow the Sidebar Web Standard and refer to the page as “Frequent Questions” in the sidebar menu.

About this Standard

All EPA public web content must adhere to all federal requirements including; the EPA Web Standards, the U.S. Web Design System guidelines, federal plain language guidelines, and the 21st Century Integrated Digital Experience Act. Internal content, including Intranet and Microsoft 365, may differ from the public content. If not explicitly stated, content must adhere to all federal requirements.

Original effective date 2/12/2026
Last approved on 2/12/2026
Council review by 2/12/2029 (or earlier if deemed necessary by the Web Council)

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Last updated on March 4, 2026