Creating an Effective FAQ Page for Campus Card and Student ID Programs

Creating an Effective FAQ Page for Campus Card and Student ID Programs

Contributed by Crystal Bazarnic, NACCU Marketing & Communications Manager

A well-designed FAQ (Frequently Asked Questions) page is one of the most valuable tools a campus card office or student ID services team can provide. A clear, informative FAQ reduces confusion, minimizes support requests, and improves overall satisfaction with campus identification programs. It also supports consistent communication across departments and reinforces the role of your credentialing program in the student experience.

Start with Real Questions, Not Assumptions

The best FAQ pages start with data. Review your help desk tickets, front desk interactions, emails, and call logs to identify common card-related questions. Engage your student employees—they’re often the first to hear recurring issues. Whether it’s about replacing a lost student ID card, accessing a residence hall, or setting up a mobile credential, make sure your FAQ reflects actual user needs rather than assumptions.

Write for New Students and Staff

Remember, not everyone is familiar with the terminology used in your campus card program or access control systems. New students and employees may be confused by acronyms like “OIT” or technical terms like “NetID.” Spell out names and functions: instead of saying “Go to OIT for a NetID reset,” try “Visit the Office of Information Technology (OIT) in the X Building to reset your university login (NetID).” The goal is to remove barriers to understanding and increase engagement with your card services.

Organize by Audience and Credential Use

Structure your FAQ by user type—students, faculty, and staff—and by function. For example:

• How do I get a new campus ID card?

• How do I add funds to my campus cash account?

• Where can I use my card for dining or bookstore purchases?

• How do I report a lost or stolen credential?

If your institution uses multiple technologies (e.g., contactless cards, mobile credentials, or integrated student ID apps), make sure your FAQ includes clear sections with intuitive navigation. Linking to your NACCU-member resources or vendor support pages can also add value.

Keep It Short, Clear, and Searchable

Keep responses concise and easy to scan. Use question-and-answer formatting, bold key actions, and break steps into bullet points where needed. Avoid unnecessary jargon, and make sure your page is searchable—especially if it’s part of a larger university site. Keywords like “lost ID,” “meal plan access,” “campus card help,” and “mobile ID setup” will help students and staff find answers quickly.

Update Regularly and Communicate Changes

Your card program isn’t static. New features like NFC mobile credentials, updated photo ID policies, or changes in building access protocols all require timely updates to your FAQ. Review and revise your content at least once per semester or after any significant change. It's also a good practice to add a scheduled review and update for the FAQ each year before summer orientations begin. Consider adding a “What’s New” section or date-stamped entries to show the FAQ is actively maintained—building trust with users and highlighting your office’s reliability. 

Make It Easy to Get More Help

Not every issue can be resolved in a FAQ. Include contact options like an online support form, email address, or a live chat link at the end of each section. This shows users that your campus ID team is approachable and ready to help beyond the basics—strengthening confidence in your program and reinforcing your commitment to service.

In short, a great FAQ page helps bridge the gap between your campus community and your card program. By using real questions, accessible language, smart organization, and NACCU-informed best practices, your FAQ can become a central resource that supports every student and staff member who interacts with your campus credentialing system.

Frequently Asked Questions about FAQ

Q: What should be included in a campus card FAQ page?

A: A well-structured campus card FAQ should include common questions about student ID issuance, replacement policies, mobile credential setup, card uses (e.g., dining, library, access control), and how to get support. Organize content by audience and topic to improve clarity and reduce support tickets.

Q: How often should we update our card services FAQ page?

A: Best practice is to review your FAQ page at the start of each semester or whenever your credential program undergoes a major change—such as rolling out contactless cards, launching mobile ID credentials, or updating access permissions. Timely updates ensure accuracy and reflect NACCU-informed standards. It's also a good practice to add a scheduled review and update for the FAQ each year before summer orientations begin.

Q: How can our card office make FAQs more effective for new students?

A: Avoid acronyms and campus jargon. Use plain language and explain key services like setup, ID photo guidelines, or how to use credentials for building access and dining. Consider a section specifically for incoming students who are unfamiliar with your university’s credentialing system.

Q: Why is a searchable FAQ important for card programs?

A: Searchable FAQs improve user experience, reduce staff workload, and help cardholders find answers fast. Include keywords like "replace lost ID card," "add funds to student account," and "set up mobile ID" to help users—and search engines—surface your content effectively.

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