don’t use the “m” word: describing pages on the hmrc intranet pat bell knowledge analysis and...
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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 …