Studies of content usability typically find that removing half of a website’s words will double the amount of information that users actually get.
In general, a short FAQ will be read much more thoroughly than a long one. If you have a spare few minutes, please read this chapter from Joel Spolsky’s excellent book User Interface Design for Programmers.
I don’t bring this up to point out any particular flaw in what y’all have done. I just wanted to share it, because it’s had a profound effect on my thinking, and I thought you might enjoy it too. (It might help those of you in support understand why people usually don’t simply “Read the FAQ”, even when you point them at it.)
