faq-builder

FAQ Builder

Purpose: Turn complex municipal decisions into a short, accurate FAQ that answers the questions residents actually ask, in the order they ask them.

Required inputs

• Topic, current status, and decision timeline
• Source documents: staff report, ordinance or resolution, maps, budget
• Question sources: 311 logs, emails, public comments, social posts, council questions
• Facts that are settled vs. still under consideration

Workflow

1. Collect real questions from the sources above; cluster them by theme (what, why, who, how much, when, where, how to participate, what happens next). Use residents' wording, then translate jargon.
2. Rank by frequency and consequence. Open with "What is this?" and "How does it affect me?" Put "How can I weigh in?" high with dates and methods.
3. Write each answer in 2-4 short sentences at about an 8th-grade reading level. State the fact, the source, and the date. Define terms once.
4. Handle contested topics neutrally: describe the options, the reasons for each, and the decision process; do not advocate on a pending decision (public funds generally cannot be used to campaign for a ballot measure; verify state law). Distinguish "adopted," "proposed," and "under study."
5. Address misconceptions respectfully ("Some residents have asked whether...") with evidence.
6. Include numbers carefully: show units, timeframe, funding source, and what is not included. Verify each number against the staff report.
7. Include process facts: meeting dates, comment deadlines, contacts, how decisions are made, appeals.
8. Accessibility and language: plain headings, alt text for graphics, translation plan (see language-access-plan).
9. Maintain it: version date, owner, review trigger; keep a changelog and archive old versions as records.

Output structure

• Title and "last updated" line
• 8-15 questions in groups, each with short answer and source
• "What we do not know yet" box
• How to participate and contact information
• Internal sheet: source citations, approver, and open items

Example

Will my taxes go up? The proposal does not change the property-tax rate. It would use $__ from the __ fund (source: staff report, p. 4). Any future rate change would require a separate public hearing.

Red flags / escalate to the city attorney

• Statements about legal rights, liability, or the effect of litigation
• Pending litigation, bids, or personnel matters
• Anything that sounds like promoting a candidate or ballot measure

Common mistakes

• Answering the questions staff wish residents asked
• Mixing plan, proposal, and adopted policy
• Letting the FAQ go stale after a vote

Not legal advice.