PR / FAQ. It stands for Press Release / Frequently Asked Questions.
Surely we’ve all seen these before. When a new service or product is launched, it comes along with a PR / FAQ. The former announces the launch to some detail, while the latter explains some of the nuances that are not immediately obvious.
What is awesome, is that any new product in Amazon (world’s largest company by market-cap ~US$ 1.6 Trn at the time of this writing) begins with PR/FAQ. Begins, not ends. They call it ‘working backwards’. So this is the first step in the creation process instead of typically being the last! They do this because they begin with customer delight and customer experience as the focus. Writing a PR/FAQ upfront highlights to them everything they want the end product or service to feel like, the features it should have, the final look and feel etc. It also gives them full clarity on what the final product should be – right at the start.
This is completely the opposite of what many people set out to do, and I would be the first on that list. When given a task, I prefer to jump right in and begin ‘working’, than pause to think and reflect. This means I might go into several loops of making mistakes, and wasting much time correcting them – mainly because the roadmap isn’t clear.
Starting with PR/FAQ can be applied in many other ways too. For instance, it can help visualize a goal (whether work-oriented, or otherwise) and prepare one’s schedule or timetable and flesh out the details. It can also help with relationships because it gives clarity upfront, rather than postponing important discussions and conversations. The important thing is to begin with customer delight / partner delight / other-person delight, the rest will follow. I also like that when said quickly, it sounds like ‘perfect’ – i.e. “pr/faq” 🙂