Question and Answer Guidelines

Feature Background
Local team helps users find information about businesses near them like banks, schools, retail stores,
restaurants, etc. For a given entity, users would like to get information about it around name, hours of
operation, website, address, etc. Question and Answer is one module which we think will help make
Bing competitive. It will help user gain information about different aspects of the business in an easy-to-
consume form in the form of questions and answers.

Show top X (e.g. 5) number of most local- Data from web:

relevant questions:

We call a question and the corresponding answer as a QnAPair. As shown in the Screenshot below, the
QnAPairs we see on Bing are extracted directly from the entity FAQ page. Note that the questions may
not come in the same order as the page shows them. In this case, all questions should come from the
page. You can find a one-to-one mapping for each QnAPair.
Task Guidelines
Review the Q and A pair shown on the entity. The label should be “Good”, “Not helpful”, “Bad”.

If there are no issues as called out under “Bad” and “Not helpful”, then please provide label “Good”.

Bad
The following are essential. Violating any of them should be considered “Bad data”.

1. The QnA sources linked must be credible sites, for example.

 FAQ/QnA section of chain/primary websites
 Business / Entity’s homepage. Or website of the entity in the given location (e.g. Hyatt Bellevue’s
homepage)
o Note some entity’s homepages are hosted in web-hosting sites e.g. Weebly, google site,
Facebook etc. That’s fine if it can be verified, if the site content is about the specific
entity.
2. The QnA content must be relevant and applicable to the overall or main business of the local entity,
not narrowly fit to only a sub-type or sub-department of the business. For example
 Retail Entity / Costco
The QnA should be about the overall or general information of the Costco business or
operations,
https://www.costco.com/costco-grocery-faq.html
https://customerservice.costco.ca/app/answers/list/st/5/p/293%3B268%3B300/page/1

as oppose to a narrow QnA on the vision / hearing testing / membership departments.

https://www.costco.com/hearing-aid-faqs.html
https://www.costco.com/member-prescription-program-frequently-asked-questions.html

 Banking / RBC Royal bank

The QnA should come from its main FAQ page,
https://www.rbcroyalbank.com/customer-service/index.html?lob=personal

as oppose to a narrow QnA on the Visa Debit card

http://www.rbcroyalbank.com/products/deposits/virtual-visa-debits-faqs.html

3. The selected QnA pairs on the Taskpane should be the most representative /top ones for this entity
that are useful to most users.
For example

CIBC Branch with ATM

The top QnAs on general banking The top QnAs on general business
http://cibc.intelliresponse.com/public/ https://bostonpizza.com/en/faq.html
en/index.jsp? are better than the QnAs narrowly
interfaceID=8&requestType=TopQuestio focused on free food team program
nsRequest https://teamhq.bostonpizza.com/faq
are better than the QnAs narrowly
focused on investing.
https://
www.imperialinvestor.cibc.com/en/
faq.html#
4. The “read more” link of the answer section should browse to a valid, correct source page (e.g.
primary website, merchant homepage, etc.) that contains the QnA content related to the entity
shown in the Taskpane.

5. The QnA content shouldn’t include unreadable text /grammatical issues / poor spelling / gibberish /
language translation issues.

Not helpful
Other quality issues

The following are important too. Violating any of them is considered Not helpful data.

6. The paired “answers” on QnA module should genuinely answer the corresponding “question” with
useful information. Vague answers like “We are here to help / please contact us / please ask
questions ” should be considered invalid.

7. The questions & answers in the QnA module should be new information on top of what’s already
presented on the Local Taskpane, for example, QnAs on Address, Phone Number, HOO, etc. should
not be again shown in the QnA module.

8. The questions & answers text on the Taskpane is a subset of the source page and the content should
match the same text in the source page.
Note:
a. When there are multiple sub-sections in the source FAQs page, the QnA pairs chosen can
come from the top section, or 1-2 sampled from each of the sections.
b. The “answers” can be the text snippet in the middle section of the source page.

9. The QnA content should be update-to-date and accurate information of the correct business /
entity.