What to do when an expert cannot share confidential information: stop asking

If an expert says they cannot share something, stop asking for it. That is what to do when an expert cannot share confidential information: accept the limit, change the question only if they can discuss the subject, and note what you still don't know. A booking or payment does not buy permission to disclose private information.

1. Stop asking for the record

Here is a made-up example. A founder is interviewing a support operator about what engineers need when a hard issue reaches them. A teammate asks to see an open support ticket, and the founder steps in:

"Please don't open the ticket. Can you talk in general about what information engineers need from support?"

If the operator can, follow that thread. If the handoff itself is off limits, leave it.

A document they cannot show is different from a subject they cannot discuss, and neither improves with rephrasing. Calling the same story hypothetical does not make it shareable, and a story with the names removed can still identify a person or company. (Asking a fourth way is still asking.)

2. Write the gap into your notes

A general account of what engineers need does not show what is in the current tickets. The useful note is "Current ticket quality wasn't checked," kept apart from what you did hear. The note-taking guide shows how to separate what someone said from your interpretation.

If the expert points to a public reference, read it and check its date. "Everyone knows this" is not a source.

You may already have enough to act. If not, work out what you are authorized to inspect and who can properly answer. Another paid interview is not automatically the answer.

3. If restricted material came up, stop and tell us

If you think restricted information was requested or disclosed on an Instant Expert call, our terms require you to stop that discussion and notify us promptly.

If private material already appeared, ask them to stop sharing it, keep it out of your summary and don't pass it around the team. Follow the applicable handling process for material already received; ending the call does not erase what was captured.

4. Set the limits before the next call

Explain the topic, who will observe, any recording and how you will use the answers. These are preparation points from GOV.UK's consent guidance, not a substitute for the rules that apply to your research.

When writing your invitation, ask about experience the person can discuss without private records. Say they can skip any question, and give colleagues on the call the same limits.

Ask about what they learned doing the work. The records can stay where they are.