What to change
State what requesting a callback means for this team. Confirm the practical response arrangements and avoid collecting preferences that staff cannot use.
A worked example
Illustrative example
A practice offers callbacks for booking questions during its published telephone hours. The page explains that reception makes the call and that more complex questions may need another route.
How to check the result
A visitor knows who is expected to contact them and how to resolve a missed connection.
A mistake to avoid
Do not promise an exact callback time simply because the form includes a free-text field where visitors can write one.
Your action checklist
Use these checks to prepare a discussion with your team or supplier. Tick a check when you have recorded the decision or evidence, rather than when a feature has simply been promised.
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Further reading
These primary sources provide additional context for the project decisions above.
Related decisions
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