I recently updated my scripted email responses for one of the certifications I have to monitor. My predecessor used to just send one big email for the candidates to work through, but he would never get good information back from them, so when the job was given to me, I broke it up into 3 or 4 emails (depending upon one of the answers they gave in the first email).

My system worked better, but they still obviously don't read. Anyone else in my office who gets an inquiry directs the candidate to email me instead, and they usually don't even do that, instead just asking their question again. (I have asked my coworkers to not forward those emails to me, because I often accidentally reply to the forward and the candidate doesn't get it... I get really busy with these emails; right now I have almost four hundred inquiring candidates in various stages of progression with the certification).

Now my boss has asked me to create an FAQ sheet for the certification for my coworkers' benefit. I'm hoping he'll agree to put it on our website as well. I've deliberately made it as simplistic as possible. But even so, it doesn't matter if people don't actually read it.