Indexing our website content as a web, rather than as a pyramid of information helps us identify where there’s missing stuff.
Yesterday I mentioned the benefits from indexing our website content as a web, rather than as a pyramid. I should have added an additional advantage: doing so helps us identify where we’ve got missing information.
Take the ‘frequently asked questions’ page example. I suggested that the question-and-answer “How do I calibrate my blue widget?” should not just appear under the “Calibration Instructions” heading, but should also appear under different headings, such as “Blue Widget Setup” or “How Do I…?”.
If we do it the first way, we might be satisfied that our “Calibration Instructions” section looks reassuringly complete, with an item relating to calibrating each colour of widget in our range. But when we start to think about other ways of classifying things, the sections can look a bit thin. For example, under “Blue Widget Setup”, we might not have nearly as comprehensive a list of items. There might only be that single lonely FAQ. And we know very well that “How do I calibrate it?” is not the only question users might ask when setting up their blue widget.