Garrett French - Founder of Citation Labs and co-author of the Ultimate Guide to Link Building - at World IA Day (https://www.worldiaday.org/people/garrett-french) for a deep dive into “frequently unasked questions” (FUQs) and how AI/LLMs are transforming the way we architect information.
In this talk, you’ll learn to:
Define and label FUQs
Harness AI-driven insights to surface hidden queries
Design more findable, useful content for both humans and machines
Apply these principles to real-world scenarios, including mid-career education decisions
Whether you’re an information architect, content strategist, or SEO professional, discover a framework for anticipating your audience’s unspoken needs—and stay ahead in an AI-powered landscape.
1. Introduction and Overview
Garrett opens by thanking his family, Citation Labs, and World IA Day for the opportunity to tackle a deceptively simple question: what are the “frequently unasked questions” that everyone overlooks? He defines FUQs as the latent queries that live beneath the surface of standard FAQs—questions that, if left unexplored, can undermine both user experience and SEO performance. By framing FUQs up front, he sets the stage for a 45-minute journey through labeling, findability, and application.
2. The Impact of LLMs on Website Traffic and Data Collection
Next, Garrett reveals how AI agents—ChatGPT among them—are crawling live sites hundreds of times per day, effectively turning the web into a dynamic cache of data. He illustrates this with a client whose product pages see daily visits from LLMs, demonstrating that AI isn’t just a front-end chatbot but an ongoing data-collector. This paradigm shift demands a new approach: if machines are your audience, you must architect content for both human and algorithmic consumption.
3. Unasked Questions and the Iceberg Analogy
Garrett likens traditional FAQs to the visible tip of an iceberg—what everyone already knows to ask. Beneath the waterline lie unseen questions that carry the real risk of friction or drop-off. The Iceberg Analogy crystallizes the difference between “avoiding what you see” and “navigating what you don’t yet know,” challenging information architects to map and surface those submerged queries.
4. Identifying Information Gaps and Unasked Questions
Using a vivid “hidden dinosaurs in a room” story, Garrett shows how providers can miss critical data simply because they don’t know what to look for. He calls for a systematic study—surveys, interviews, data analysis—to uncover the questions nobody’s asking. By applying this lens, you transform blind spots into opportunities for content that anticipates needs instead of reacts to them.
5. Frequently Asked Questions Regarding Mid-Career Education
As a running example, Garrett examines prospective mid-career students: they ask about cost, curriculum, and career outcomes—but rarely about caregiving burdens, baseline competencies, or renegotiating work-life support. By comparing these common FAQs with the hidden FUQs, he highlights how educational sites can better serve—and convert—their audiences by addressing both the seen and the unseen.
Watch now to learn how to design “transition-proximal” experiences that guide users—and LLMs—through every phase of their journey.
