khandelwal
commented
9 years ago @JoshData
The order of submission methods helps indicate which ones a user should prefer. (online, email, fax mail). I believe we heard from our users that they sometimes prefer registered mail (for example) because there's a guarantee the request was received by the agency.
However, it sounds like we might want to re-think how we present some of this information -- or at the very least provide some context.
Some steps are confusing because of the presentation of semi-redundant information: multiple submission methods and multiple contact points. Options without explanation are confusing.
Does it matter if I choose online, email, FAX, or mail? It would help to prioritize the options. Like, if I'm using openFOIA, it is very unlikely I'm going to go find a FAX machine and use that method. If email exists, maybe that's a preferable option (to all parties) than postal mail. And if an online request form is available, maybe that's the best option of all (for the agency at least)? Better to present one recommended option than possibly four (or more?) methods that the user has no way to choose between.
Parent issue: #797