What to change
Path casing can behave differently across hosting setups, so investigate the actual production behaviour before normalising links. Ask for examples of the variants already distributed through campaigns and documents. Agree one form for owned references and a deliberate compatibility rule where needed. Test the exact mixed-case address someone could copy from an old document rather than relying on a lowercased version of the test.
A worked example
Illustrative example
Illustrative test: Use a copied mixed-case campaign link and a normal library link. A printed campaign might contain a guide address with capital letters even though the library uses lowercase. Give the supplier the exact printed string and compare it with the ordinary link. The practice approves a predictable route for existing copies and updates new artwork to the standard form. A live test of the original mixed-case address matters because silently lowercasing it during the review would avoid testing the actual visitor problem.
What this means for your practice
A link copied from an older campaign may use capital letters where the website's normal address uses lowercase. Different hosting arrangements can handle that difference differently. Ask your supplier to test the exact distributed address, preserving its original spelling, before deciding how to correct it. Update materials you control to the approved form and agree a sensible route for existing external copies. Test a deeper guide as well as a homepage example. This is a compatibility decision grounded in real visitor links, not a reason to assume that every server treats addresses identically or to change every route without reviewing its existing use.
How to check the result
Both journeys behave predictably and owned discovery files use the approved path casing.
A mistake to avoid
Assuming every server treats path casing identically can hide production-only faults.
Turn reading into a next step
Your action checklist
Work through these checks with your team or supplier. Tick the ones you have resolved and leave unknowns open.
Record what you know, what is still missing and the answer you need from your team or supplier.
Use project decisions only, without personal, patient or confidential details. Entries stay in this page and are not submitted to Kay & Co. Copy or download before leaving; this page does not save your notes.
Further reading
These sources provide background for the topic. The practice examples and checklist are illustrative planning suggestions from Kay & Co.
Related guides
Need help with this?
Tell us what is getting in the way. Kay & Co. can help you understand the options and turn the next step into something that works for your practice.
Explore marketing & search services or discuss your project.
Try the free Healthcare Digital Planner to find your starting priority.