A great article on how to get the best out of Frequently Asked Questions. Author Stephen Gracey is pretty up front about the fact that he doesn't like them (a man after my own heart) but his article is pretty balanced and well referenced.
So if you must include them on your site, this is a good source of advice on what definitely not to do and why.
The references at the bottom of the page link to a series of usability research articles which back up his point of view and also provide a few positive tips too.
One writer that wasn't referenced in this piece was Gerry McGovern. I wrote about his article in 2010.
Infrequently Asked Questions of FAQs - article by Stephen Gracey for A List Apart
Previous blog post: McGovern on FAQs (October 2010)