Make the decision

An empty box invites people to decide for themselves what information matters. Give it a narrow prompt: describe the service you need, the market involved and the preferred next step. Avoid asking for “all details” when the team only needs a short overview. Put examples close to the field so visitors do not have to read a separate policy to understand the request. State which information should not be submitted through this channel.

Put it into practice

Create a handling rule for sensitive information that arrives anyway. Name the person who will review it, the approved storage route and the escalation process. Do not copy the entire message into casual team chats to ask who owns the lead. Share only the context required to route it. Periodically review a small, appropriately authorised sample of enquiries to see whether the prompt is working, then adjust the wording without using real customer details as public examples.

Imagine this

Hypothetical example

A visitor wants help with a payment-related service. The form asks for a general issue description and says not to include full card details or account passwords. The support team can identify the relevant workflow without encouraging the person to place sensitive credentials in an ordinary message.

Make it practical.

Use this checklist as you read. Checks are not stored.

References & further reading

Further reading: ICO: Data minimisation ↗

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