Don’t use the “M” word:Describing pages on the HMRC intranet

Pat Bell

Knowledge Analysis and Intelligence

What you need to know about HMRC

• HM Revenue & Customs formed in 2005

• Merged Inland Revenue and Customs and Excise

• Ca 100,000 staff

• Collect taxes, pay tax credits and stop smuggling

What you need to know about the HMRC intranet

• Over 200,000 pages

• Managed by Communications and Marketing

• Centralised guidance publishing

• Devolved publishing for business area sites

• Around 50-60 site editors with latitude

• No content management system

Latitude, illustrated

HMRC intranet searchVerity software

Managed by KAI

Use of metadata 1: search results view

Metadata in the search results view

What are we doing about it?

• Working with Communications and Marketing

• Simplified the metadata scheme

• Updated guidance with customer focus

– Highlight the benefits

• Extra support for key site editors

– Carrot of better results

Summing up- competencies

• Customer focus

• Communication skills

• Change management

• Achieving results through others

A good understanding of knowledge organisation is useless without …