Don’t use the “M” word: Describing pages on the HMRC intranet Pat Bell Knowledge Analysis and...
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Transcript of 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
![Page 2: Don’t use the “M” word: Describing pages on the HMRC intranet Pat Bell Knowledge Analysis and Intelligence.](https://reader035.fdocuments.in/reader035/viewer/2022070403/56649f305503460f94c4ba15/html5/thumbnails/2.jpg)
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
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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
![Page 4: Don’t use the “M” word: Describing pages on the HMRC intranet Pat Bell Knowledge Analysis and Intelligence.](https://reader035.fdocuments.in/reader035/viewer/2022070403/56649f305503460f94c4ba15/html5/thumbnails/4.jpg)
Latitude, illustrated
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HMRC intranet searchVerity software
Managed by KAI
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Use of metadata 1: search results view
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Metadata in the search results view
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![Page 9: Don’t use the “M” word: Describing pages on the HMRC intranet Pat Bell Knowledge Analysis and Intelligence.](https://reader035.fdocuments.in/reader035/viewer/2022070403/56649f305503460f94c4ba15/html5/thumbnails/9.jpg)
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![Page 12: Don’t use the “M” word: Describing pages on the HMRC intranet Pat Bell Knowledge Analysis and Intelligence.](https://reader035.fdocuments.in/reader035/viewer/2022070403/56649f305503460f94c4ba15/html5/thumbnails/12.jpg)
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
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Summing up- competencies
• Customer focus
• Communication skills
• Change management
• Achieving results through others
A good understanding of knowledge organisation is useless without …