I agree that FAQ's are great, and we are expanding (including looking to use video for website tips/usage). But reality is that most people don't use them - certainly my call center sees lots of Q's around issues that are dealt with in the FAQ.
OK, back to the issue at hand: see http://en.wikipedia.org/wiki/HTML_element for a discussion of formatting tags. My message above uses the br (line-break), b (bold), ul and li (bullet list) tags. I also tried to use i (italics) but it was ignored. I have not tried any of the other tags. Some of them, like tables, may be useful, albeit very laborious to type. An example of a message similar to the one above is shown below. HTML tags must be delimited by triangular brackets; I have used round brackets so that the tags will be displayed and not interpreted as tags. I am going to use the pre tag for the first time below:
This is an example message with (b)bold text(/b) and(br) (ul)(li)one bullet point; and(/li) (li)another bullet point.(/li)(/ul) There is also (i)italics(/i) that doesn't work.