Why FAQs are the Tech Writer’s Secret Weapon
http://www.dmncommunications.com/weblog/?p=1165

Haiss, Craig
DMN Communications
2009

Abstract:

Most questions have been asked before. This isn’t a profound statement; most of us would consider it obvious. Just ask anyone on your Product Support team. Chances are the majority of calls they receive are fielded with canned answers. Why? Because we all seem to ask the same questions. By providing answers to those questions, you can help the majority of your users get back on track quickly.