11.55.1  Internet Content Publishing Process (ICPP) Management Document (Cont. 2)

11.55.1.28 
Reports

11.55.1.28.1 
Expired Content Report

11.55.1.28.1.1  (06-01-2006)
Expired Content Report Procedures

  1. As part of their roles and responsibilities, Function ICPP Coordinators are responsible for their monthly Expired Content Reports; the role of the Functional ICPP Coordinators, Content Area Administrator, and Division ICPP Coordinator is discussed in the following paragraphs.

  2. The W&I Content Area Administrator:

    1. Reviews the report for accuracy of information pertaining only to W&I.

    2. Partners with the Division ICPP Coordinator ensuring the information is timely and no actions are previously taken.

    3. Prepares a report spreadsheet to distribute to the Functional ICPP Coordinators and their managers.

    4. Consolidates all responses on the master report and maintains for historical and reporting purposes.

    5. Coordinates, for future reports, with ETA to obtain the report within 60 days prior to the expiration date; this allows time to take corrective actions

  3. W&I-owned content is highlighted and the report is sent (including all other content) to Functional ICPP Coordinators to review for ownership. Responses are due within thirty (30) calendar days from the report issue date.

  4. The Functional ICPP Coordinators:

    1. Coordinate with Page Stewards within their areas reviewing applicable content and acts accordingly (delete, revise expiration date, etc.).

    2. Coordinate with the Page Steward who informs the Functional ICPP Coordinators of necessary action using the W&I CPR.

    3. Ensure approval (at the director level) of actions taken for affected content (additions or deletions).

    4. Submit the CPR electronically to the content area for necessary action in the CMA Tool.

    5. Consolidate responses from within their areas and forwards a consolidated response to the W&I ICPP Coordinator.

    6. Document actions taken in the "comment" column of the spreadsheet.

  5. The revised report, including actions and comments, is returned to the W&I Content Area Administrator, is retained for historical record and to reconciled to the content CPRs received to delete, add, extend the expiration date, or update the content.


11.55.1.28.2  (06-01-2006)
IRS.gov Site Usage Report

  1. The IRS.gov Site Usage Report is issued weekly; a cumulative monthly report is also generated. The reports lists top pages visited, visits by areas, referring sites, entry pages, and top search terms.

  2. This information is for internal use only and CAN NOT be released to the public without prior discussion and approval by the ETA, Public Portal Branch.

11.55.1.28.2.1  (06-01-2006)
Weekly Site Usage Report

  1. Weekly reports focus on aggregate site usage statistics (i.e. traffic to the site as a whole, not to a particular page) for the specified week (Sunday through Saturday). In addition to weekly usage, reports contain limited historical statistics.

  2. The report includes the following information:

    • Weekly Dashboard statistics.

    • Usage Comparison to Same Period Last Year (SPLY).

    • Usage Summary (Yearly, Monthly, Weekly and Averages).

    • Usage Detail (Daily).

11.55.1.28.2.1.1  (06-01-2006)
Weekly Site Usage Report Glossary of Terms

  1. Definitions of "terms" used in the Weekly Reports include:

    • VISIT - A series of actions that begins when a visitor views their first page from the server, and ends when the visitor leaves the site (or remains idle beyond the 30 minute idle-time limit). Note any given Web page may be accessed (i.e., viewed) multiple times during a single visit to IRS.gov. This causes the number of page views for any given Web page to be significantly higher than the number of visits recorded for the same page.

      Example:

      A visitor enters IRS.gov by initially landing on the IRS.gov home page; the visitor immediately goes to the e-file landing page on IRS.gov. After viewing the e-file landing page for 5 minutes, the visitor returns to the IRS.gov home page and then decides to close the Web browser; In this scenario, the visitor generates two page views on the IRS.gov home page because they accessed the IRS home page a total of two times; however, the IRS.gov home page records one "visit" by WebTrends. Although the IRS.gov home page was viewed twice by the same visitor, all the visitor’s actions occurred during a single visit to the site.

    • Page Views - This Web metric is also known as a "page impression" ; it is a measurement of the number of times a Web page is viewed from a Web server. It is a better metric instrument for measuring Web traffic. Unlike "hits" , when a given Web page is accessed by a visitor to IRS.gov, it is counted as one page view. Effective October 1, 2004, all page view statistics are based on SmartSource Data Collector (SDC) methodology using an embedded client-side JavaScript. With SDC, this enables us to provide accurate page view counts including those visitors accessing the site via firewalls and proxies; it allows us to measure page views even if an Internet Service Provider (such as America On Line) caches any IRS.gov Web pages.

    • Hits - The retrieval of any item, like a Web page or graphic, from a Web server.

      Example:

      A user navigating to a Web page with four images is equivalent to five hits -- one hit for the Web page and four for the images; for this reason, hits are not a good indicator of Web traffic.

      Note:

      Effective Fiscal Year 2005, hits are no longer used by IRS as a strategic Web measure; the new IRS strategic Web measures are page views, visits and downloads.

    • Page - Any document, dynamic page, or form. A page is classified as such if the extension is one of the following values: <no extension>, .action, .asa, .asp, .cdx, .cer, .cfm, .cgi, .dbm, .dhtml, .do, .hdml, .htm, .html, .htmls, .htp, .htpl, .htr, .htw, .ida, .idc, .idq, .ihtml, .jhtml, .jsp, .mdl, .php, .php3, .py, .sgml, .sht, .shtm, .shtml, .sql, .stm, .txt, .wml, or .xml.

11.55.1.28.2.2  (06-01-2006)
Monthly Site Usage Report

  1. Monthly reports contain detailed aggregate and page-level usage statistics for the specified month; in addition to monthly usage, reports contain historical Web statistics. This report includes the following information:

    • Monthly Dashboard statistics.

    • Usage Comparison to Same Period Last Year (SPLY).

    • Usage Summary (Yearly, Monthly, Weekly and Averages).

    • Usage Detail (Daily).

    • Top Pages.

    • Top Entry Pages.

    • Top Single Access Pages.

    • External Referring Sites

    • Tracked URLs

    • Top Site Search Terms

    • Top Site Search Terms (No Search Results Found)

    • Parameter Analysis

11.55.1.28.2.2.1  (01-30-2009)
Monthly Site Usage Report Glossary of Terms

  1. In addition to the Glossary of Terms for the Weekly Site Usage Report, the following additional "terms" apply to the monthly report and include:

    • Top Entry Page - The first IRS.gov Web page accessed by a new visitor to the Web site; a new visitor is one who has not actively navigated the IRS.gov Web site in the previous 30 minutes.

    • Top Single Access Page - A page on IRS.gov visitors open, and exit from, without viewing another page.

      Example:

      A user might have a single IRS.gov page, such as the individuals landing page, "bookmarked" in their browser; if the user accessed the page via the bookmark, then close the browser (or navigate directly to a non-IRS.gov page), this results in a Single Access Page in the usage analysis.

    • External Referring Site - The host name of a page on an external site where the user clicked a link to enter the IRS.gov Web site; instances with no referral are if a user entered the Web site address directly, if they used a bookmark, or clicked on a direct link from an e-mail message.

    • Tracked URLs - URLs of either specific pages (for example, http://www.irs.gov/individuals/article/0,,id=96596,00.html) or specific directories (for example, all URLs beginning with "(http://www.irs.gov/individuals/) " the operating divisions request be monitored; upon request to PPB, new URLs or directories can be added for monitoring from the request date onward.

    • Top Site Search Terms - The Top Site Search statistics track the most popular entries visitors typed into the IRS.gov search box at the top right corner of a page on IRS.gov; the top site search is broad in scope, covering all HTML content and all IRS Forms, Publications and Instructions.

    • Top Site Search Terms (No Search Results Found) - The No Search Results Found statistics track the most popular unsuccessful search terms when returning search results; for search terms listed in this report, the "No results were found for your search" page was displayed to the end user.

    • Parameter Analysis - A limited number of online applications within IRS.gov are customized to seamlessly pass embedded "parameter" information directly to WebTrends reporting servers; different parameters are generated depending on user interaction with the Web application

      Example:

      Parameters can be the answers to specific questions on an online application such as the EITC Assistant.

  2. By utilizing these parameters, detailed Web analytics can be provided on how Web visitors are actually using an online application. The page views and visits within the parameter analysis report corresponds to the number of times a given parameter was generated.

11.55.1.28.2.3  (06-01-2006)
Usage Analysis Methods

  1. Usage Analysis Methods to capture data for these reports is described below.

    1. Traditional Web Server Log Analysis. Web servers are typically configured to record file requests in a log; traditional Web server log analysis refers to the analysis of data contained in the Web server logs themselves.

    2. SmartSource Data Collector (SDC). SDC is a mechanism provided by WebTrends 7.5 On-Demand utilizing client-side JavaScript to report and record all views of HTML content including those served from caching servers; SDC is also used to collect additional data from the Web browser such as screen resolution, used to better design the site matching the predominant end-user technologies and configurations. SDC does not allow measurement of hits and does not track users across multiple visits; this requires issuance of permanent cookies, not used on IRS.gov.

      Note:

      All data in reports beginning 10/1/2004 are based on SDC; all data reported before 10/1/2004 were derived from traditional Web server log analysis.


11.55.1.28.3  (05-01-2007)
Broken Link/Link Integrity Report

  1. This report distribution is to Content Area Administrators and other similar designees. XML Bulk Content owners and "Careers" site managers are also included in distribution. This report is generated internally by ETA:PPB, run against the production site, and no CMA elements are available.

  2. "Broken" means the intended destination of a link is not available. As a disservice to visitors, it is necessary to take appropriate action ensuring a site link a visitor follows actually takes them to a valid destination and not an error page.

  3. This report contains the five columns:

    • From - The Web page containing a link, when followed, is broken; if a CMA page, then this is the page requiring correction and re-launching. The full URL of the page is provided; if the page is managed by the CMA, determine the content type (Article, Assembly, etc.) and content ID in most cases.

    • Title - The HTML page title of the " From" page; in the CMA, this is the CMA "Title" field.

    • Links To - The "broken" URL, is contained somewhere within the page identified in the "From " column.

    • Text - The text displayed in the Web page for which the link in the "Links To" column is applied.

    • Error - The error message returned from the destination Web server; because an error was returned from the destination Web server, the link is considered broken. This information is provided as sometimes the destination may exist, but the Web server may be unavailable for various reasons.

  4. IRM 2.25.101 includes additional information on this report.

11.55.1.28.3.1  (05-01-2007)
Explanation of Errors

  1. The most common errors identified in the report include:

    • Err 404 Not Found

    • Err 500 Internal Server Error

    • Err 403 Forbidden

  2. Err 404 Not Found- The destination page no longer exists on the destination Web server:

    1. The page has been moved or deleted.

    2. This is a truly broken link requiring removal or correction on IRS.gov.

  3. Err 500 Internal Server Error - This is a destination Web server error.

    1. The destination page may still exist; the link may not be broken, but there is clearly a problem.

    2. There may be maintenance occurring on the destination server and once completed, the link will work; consider investigating further and/or contacting those managing the destination Web site to identify the problem.

    3. Corrective action may or may not be necessary on IRS.gov.

  4. Err 403 Forbidden - The visitor does not have permission to access the applicable content on the destination Web server.

    1. There are many reasons why this occurs; the destination may no longer exist.

    2. The destination may require login or other authentication for access.

    3. There may be a configuration error on the destination Web server.

    4. This may require some research and/or contact with those managing the destination Web site to identify the problem.

    5. Corrective action may or may not be necessary on IRS.gov.

11.55.1.28.4  (04-01-2005)
Orphaned Content Report

  1. The Orphaned Content Reports are received via e-mail from ETA and distributed to Operating Division Content Area Administrators and, when appropriate, the Division ICPP Coordinator. The Communications and Liaison staff coordinates with ETA ensuring the Division ICPP Coordinator is included in the distribution of the report.

11.55.1.28.4.1  (04-01-2005)
Orphaned Content Report Procedures

  1. Functional ICPP Coordinators are responsible for their organization's Orphaned Content Reports when made available from PPB. The W&I Content Area Administrator (CAA) will:

    1. Review the report for accuracy of information pertaining only to W&I.

    2. Partner with Functional ICPP Coordinators ensuring information is timely and accurate with no previous action taken.

  2. The Functional ICPP Coordinator will:

    1. Review the report.

    2. Identify report content owned by their organization.

    3. Make necessary adjustments; in most cases, deleting the orphaned content.

    4. Send the CAA a report indicating actions taken on each report.

    5. Coordinate with Page Stewards in their area to review content and take appropriate action (delete, hyperlink, etc.).

    6. Coordinate with the Page Steward to inform the Functional ICPP Coordinator of necessary action using the W&I CPR.

    7. Ensure approval at the director level for actions taken with affected content.

    8. Submit the CPR electronically to the content area for necessary action with the CMA Tool.

    9. Consolidate responses in their area and forward the response to the W&I CAA.


11.55.1.29  (04-01-2005)
Publishing Overview

  1. Page Stewards are required to provide certain documents and instructions to the Functional ICPP who, in turn, sends the information to the Creator/Editor and, finally, to the Content Area Administrator for publishing/launching.

  2. The Functional ICPP Coordinator is responsible for ensuring information provided in the content change request:

    1. Is accurate.

    2. Is vetted via the clearance and approval process.

    3. Changes identified are made and updated to the Web.

      Note:

      If a change is not made, provide an explanation and return to Page steward.

  3. The Functional ICPP Coordinator files the content change request on the shared drive. Based on the content type review, time frames vary from one hour to one day. The "content page package" in electronic format consists of:

    • Form 12956, Staff Summary Sheet, with required signature.

    • Completed W&I IRS.gov CPR.

    • Content material in Word format (attachments in other format e.g., PDF).

11.55.1.29.1  (04-01-2005)
Tracking Material Through the Publishing Process

  1. Once a package is submitted to the Creator/Editor, the launch date can be tracked. Page Stewards are required to provide certain documents and instructions to the Functional ICPP Coordinator, who sends the information to the Creator/Publisher and, when necessary, forwards to the Content Area Administrator for Publishing/Launching. This information is typically via e-mail with a copy of the CPR.


11.55.1.30  (04-01-2005)
Linking To and From Other Sites

  1. This section addresses handling of requests linking to and from other sites. The IRS is a public entity and, as such, has no policy denying a request to establish a link to IRS.gov.

  2. There is no objection to anyone linking to IRS.gov provided the descriptive words of the site are accurate, not misleading, and do not misrepresent an unofficial relationship between the linking site and IRS.

  3. No permission is needed from the Communications and Liaison staff for linking to IRS.gov provided guidelines above are followed; if linking directly to specific forms or publications, link to IRS.gov to ensure access to the current product. The naming convention remains static for the " current" product.

  4. The following disclaimer is used for all links outside of IRS.gov. This statement indicates you are exiting IRS.gov and entering a non-IRS site. Check for the most current version of this text below:

    DISCLAIMER : Please note that by clicking on this link, you will leave the IRS Web site and enter a privately owned Web site created, operated and maintained by a private business. The information that this private business collects and maintains as a result of your visit to its Web site may differ from the information that the IRS collects and maintains (please see the IRS Web site privacy and security notice for privacy protections IRS provides to the Web site visitors). By linking to this private business, the IRS is not endorsing its products, services, privacy or security policies. It is recommended that you review the business's information collection policy or terms and conditions to fully understand what information is collected by this private business.

    See IRM 2.25.101.3.6 , Links to External Web Sites, for additional information.


11.55.1.31  (01-30-2009)
IRS.gov Helpdesk and Escalations

  1. IRS.gov Web site is owned by Electronic Tax Administration, Internet Development Service, Public Portal Branch (PPB) and they oversee this Helpdesk program. This program is outsourced to AFFINA, a government contractor.

  2. This program is automated to answer Helpdesk escalations.

    1. They developed an IRS.gov Escalation Portal User Guide for training purposes.

    2. The Helpdesk has a list of authorized users (Helpdesk Escalation Matrix) that they use to send out these e-mails for answering.

    3. See IRM 2.25.102 for the guidelines in responding to Helpdesk escalations e-mails.

    4. These users all have to submit an online Form 5081 to gain access to this system.

  3. All Helpdesk Escalations are located at the AFFINA Web site: https://escalations01.affina.com/irs.gov/

11.55.1.31.1  (01-30-2009)
Helpdesk Escalation Matrix

  1. After the Escalation Analyst determines if the inquiry is a For Your Information or Response Required Escalation they will assign a priority status, and the inquiry (question, problem or comment) is escalated to the IRS.gov Point of Contact (POC) based on the IRS.gov Helpdesk Escalation matrix.

  2. This matrix identifies the IRS.gov POCs that have responsibility for Web content on IRS.gov. The matrix lists the Content Topics, Divisions/Functional Units, Points of Contact’s e-mail address and phone number, as well as, the IRS.gov POC’s manager's name, e-mail address, and phone number.

    Note:

    This matrix is for Official Use Only and is provided on a need to know basis.

11.55.1.31.2  (01-30-2009)
Escalation Priority Status

  1. When the Escalation Analyst reviews the inquiry and determines that a response is required for the escalation, he assigns the priority status for the escalation. The priority status indicates the Time for responding to the escalation. The two types are" high priority " and "normal priority" . The priority status is based on the type of issue identified in the inquiry.

  2. High Priority (Three Business Days to Prepare a Response)

    • When an inquiry is escalated with a high priority, the IRS.gov POC has three business days to provide a response to the IRS.gov Helpdesk.

  3. The types of inquiries that will be escalated as "high priority " are:

    • Multiple attempts to contact IRS from Web users.

    • Web users who have threatened to contact Congress/attorney/media.

    • Time sensitive issues.

    • Application issues.

    • Web content issues –broken links, missing links, misdirected links, and inaccurate information.

    • Spelling errors.

  4. Normal Priority (Five Business Days to Prepare a Response)

    • When an inquiry is escalated with a "normal priority" , the IRS.gov POC has five business days to provide a response to the IRS.gov Helpdesk.

  5. The types of inquiries that will be escalated as "normal priority" are:

    • Fill in forms

    • Contacting people (This includes IRS employees wanting to find other IRS employees and programs.)

    • Questions about programs

11.55.1.31.3  (01-30-2009)
Helpdesk Escalation E-mail Template

  1. The IRS.gov Helpdesk will escalate inquires using the IRS.gov Helpdesk Escalation E-mail Template. This template requests that the IRS.gov POC:

    1. Prepare a response.

    2. Obtain executive approval, if necessary.

    3. E-mail the response to the IRS.gov Helpdesk at IRSEscalations@affina.com within 3 business days for High Priority or 5 business days for Normal Priority.

11.55.1.31.3.1  (01-30-2009)
Points of Contacts’ Responsibilities

  1. When the IRS.gov POC receives an escalated inquiry from the IRS.gov Helpdesk, the IRS.gov POC should determine if the inquiry falls under his area of responsibility.

    1. If the POC determines the issue is in his area of responsibility, the POC should create a response to the issue and forward it to the IRS.gov Helpdesk.

    2. If the inquiry does not fall under his area of responsibility, the POC should send the e-mail back to the Helpdesk and copy (cc) the Public Portal Branch at their organization mailbox in Outlook at * IRS.gov Comments@irs.gov. The POC should indicate that the e-mail was misdirected and the issue is not in his/her area of responsibility.

    3. PPB will review the inquiry to determine the area that should have received the inquiry and why the Helpdesk misdirected the issue. The matrix will be updated, if necessary.

    4. If a POC cannot provide a final response within the 3 or 5 business day’s requirement, he should send an interim response to the IRS.gov Helpdesk indicating how much additional time is needed. The time frame for responding to the inquiry will be reset.

    5. See IRM 2.25.102.6 for Suggested criteria for preparing written responses.

11.55.1.31.3.1.1  (01-30-2009)
Reminder and Deferral Notices

  1. A Reminder Notice is sent to the IRS.gov POC when an inquiry is escalated to the POC as High Priority or Normal Priority and a response is not received within the specified time frame .

  2. The Reminder Notice indicates that a response has not been received and explains the steps the POC should take to advise the Helpdesk of the status of the escalation.

  3. After the Helpdesk sends out the original escalated inquiry and one Reminder Notice, a Deferral Notice is sent to the POC. The Deferral Notice explains that the escalation will be deferred to PPB’s organization mailbox at *IRS.gov Comments@irs.gov.

  4. If a response is not received by close of business, the escalation will be placed in a "Suspended - Forwarded to PPB" status at the close of business.

  5. For more information about Deferral Notices see IRM 2.25.102.3.11 .

11.55.1.31.4  (01-30-2009)
Helpdesk Escalation Reports

  1. The IRS.gov Helpdesk, PPB will distribute two Escalation Reports (IRS.gov Unresolved Escalation Report; IRS.gov Escalation Cumulative Report) to the Content Area Administrators. These reports will provide details on all escalations sent to the Content Area Administrator’s area.

  2. The Content Area Administrators need to review these reports to ensure that the escalations sent to their POCs are timely and that the issues identified on IRS.gov Web site are corrected. Some of the escalations may be listed in a status "Suspended - Forwarded to PPB" . Those escalations have been deferred to PPB.

  3. The Content Area Administrators will pay extra attention to these escalations, since the IRS.gov Helpdesk would have already sent three e-mails (the original e-mail, the Reminder Notice and the Deferral Notice) to the POCs with no response.

  4. The Escalation Reports file is an Excel spreadsheet with three separate worksheets. The three tabs at the bottom of the spreadsheet represent the different worksheets.

    • The first tab is an explanation of the column headings on the two reports.

    • The second tab is titled Cum. Escalation Report.

    • The third tab is titled Unresolved Escalations.

  5. The Content Area Administrator will send out this report to those listed with unresolved escalations for a response and closure.

11.55.1.32  (01-30-2009)
XML Bulk Content Process

  1. This subsection provides information on the XML Bulk Content process. The bulk content process affects CARE and CAS functions. Document types for this process are:

    • Tax Topics

    • Frequently Asked Questions (FAQs)

    • Internal Revenue Bulletins

    • Tax Form Instructions and Publications (Tax Products)

    • Internal Revenue Manuals

    Note:

    Written Determination Documents are included in the Bulk Process, but are owned by Chief Counsel.

  2. Please note that Tax Topics and Frequently Asked Questions are being converted from XML bulk to content maintained in the Content Management Application tool in January, 2009.

  3. The XML Bulk Content process is the same for all document types in W&I. All XML Bulk Content is posted by CAS and CARE (Media & Publications) as a service to all BOD customers Servicewide.

    Exception:

    Chief Counsel materials

  4. All bulk content is managed outside of the CMA; there is no CMA interface for the bulk content. To update content in the bulk process, a new XML file is submitted. For more information on linking to and using bulk content, see Content Management Guidelines, Section 4.1.4 at http://win.web.irs.gov/icp/wi_icp.htm.

11.55.1.32.1  (04-01-2005)
Customer Accounts Service (CAS) Content Managed Outside the CMA Tool

  1. To ensure content posted outside the CMA Tool is accurate, CAS implemented the following additional procedures for Frequently Asked Questions (FAQs) and Tax Topics:

    • 100% final review of content before upload to IRS.gov.

    • "Save/back-up" of content on share drive.

    • Written procedures for the multiple review process.

    • Identified "back-up" for program maintenance/continuity.

    • Established specific review procedure provided to subject matter experts for quality assurance staging platform review.

    • Additional review requirements for linkage problems.

    • XML software tracking/reporting process of content reviews.

  2. Please note that Tax Topics and Frequently Asked Questions are being converted from XML bulk to content maintained in the Content Management Application tool in January, 2009.

11.55.1.33  (01-30-2009)
Posting Public Disclosure of Instructions to Staff Documents

  1. The Electronic Freedom of Information Act (E-FOIA) initiative, pursuant to 5 U.S.C. § 552, identifies and controls interim instructions to staff issued on or after June 1, 2005.

  2. Internal Revenue Manual (IRM) authors and other staff, in coordination with Internet Content Publishing Process (ICPP) and Internal Management Documents (IMD) organizational points of contact, prepare interim instructions to staff for posting to the E-FOIA Web page on IRS.gov. The address for the IRS Freedom of Information Act Web page on IRS.gov is http://www.irs.gov/foia/index.html.

11.55.1.33.1  (01-30-2009)
Interim Guidance (IG) Instructions to Staff

  1. Interim Guidance (IG) is used to quickly communicate instructions to staff, such as new procedures, guidelines, policies and delegations of authority. See IRM 1.11.1 , Internal Management Documents for more information on the types of IMDs.

  2. IG issued after June 1, 2005 should be posted to the Instructions to Staff Electronic Reading Room Web page on IRS.gov, http://www.irs.gov/foia/article/0,,id=110353,00.html.

  3. IG is usually issued in the form of memoranda, using a numbering convention that identifies the division, related IRM, expiration date, and sequence number of change. However, IG may also be issued in the form of an e-mail, job aid, alert, Servicewide Electronic Research Program (SERP) interim procedural update (IPU), or Hot Topic (Submission Processing).

    Note:

    SERP IPUs and Hot Topics are considered interim guidance. The requirements under E-FOIA for electronic availability of this information may apply, if the content affects a member of the public and is not exempt from disclosure. At this time, a process is being developed regarding how to handle this form of IG. Information will be shared with all affected organizations once the processes and procedures have been finalized.

  4. Interim guidance containing Sensitive But Unclassified (SBU) information are required to be posted in a redacted (sanitized) format on IRS.gov. If the IG is predominately SBU, the document may not require posting. Follow procedures in IRM 11.3.12.4 , Guidelines for Classification to ensure that the IG is designated correctly.

  5. Employees, e.g. IRM authors, responsible for posting IG should contact their organizational IRM/IMD coordinator for assistance after affected documents are completed pursuant to IMD clearance and issuance guidelines.

  6. The Wage & Investment (W&I) IMD/IG and/or Delegation Order (DO) Coordinator will work with the function to facilitate posting of the document(s).

  7. See IRM 1.11.1.7 , Interim Guidance for more detailed information on the IG process.

  8. See IRM 1.11.1.9 , Public Disclosure of Instructions to Staff, for additional information on the E-FOIA posting process.

11.55.1.33.1.1  (01-30-2009)
E-FOIA CPR Instructions

  1. After the IG document has been prepared, a Content Publishing Request (CPR) must be prepared, in order to have the IG posted to IRS.gov.

  2. The CPR and instructions are available on the Servicewide Policy, Directives, and Electronic Research (SPDER) E-FOIA Instructions to Staff Web page http://spder.web.irs.gov/imd/ig/E-FOIA/default.asp.

  3. Primarily two types of IG are posted to IRS.gov.

    1. IRM Related IG

    2. Division/Function Delegation Order (DO) Related IG

11.55.1.33.2  (01-30-2009)
IRS.gov CPR for E-FOIA - IRM Related IG

  1. The following provides guidance for CPR documents related to IRMs.

11.55.1.33.2.1  (01-30-2009)
CPR, Naming Convention – IRM Related IG

  1. CPR originators should save a copy of the CPR for each request or action ensuring retention for documentation purposes.

  2. The following naming convention should be used when saving CPR documents, for IRM related IG.

    CPR_DIV-IRM-MMYY-SN

    1. DIV – Represents the Business Operating Division, i.e. WI

    2. IRM – Represents the IRM Part Number

    3. MMYY – Represents the month and year the IG will expire

      Note:

      IG expires within one year of this issue

    4. SN – Represents the sequence number of the change for this IRM part

    Example:

    IG for IRM 22.30.1 regarding the Student Tax Clinic Program is posted on October 12, 2007, and it was the first IG issued for IRM Part 22. The CPR control number would be CPR_WI-22-1008-01.

11.55.1.33.2.2  (01-30-2009)
IRS.gov CPR for E-FOIA (IRM Related IG), Section 1, Content Provider Information

  1. Each field in this section is completed by the originator of the IG.

    1. Requested By – Enter name of originator

    2. Phone Number – Enter originator's telephone number

    3. Today's Date – Enter date the CPR is actually submitted

    4. Requesting Organization – Enter organizational symbols

    Note:

    The Content Area Administrator (CAA) field on the CPR will already contain the name of the E-FOIA CAA

11.55.1.33.2.3  (01-30-2009)
IRS.gov CPR for E-FOIA (IRM Related IG), Section 2, Priority

  1. This section is also completed by the originator of the IG.

  2. Enter the appropriate priority and include the date the IG should post.

  3. If the IG document is submitted with a specific requested posting date, this date information may also include parameters of no earlier than or no later than a specific date. Section 2 does not have an area to indicate this information. If specific parameters are needed, this information should be included in Section 4 in the Instructions to Publisher.

  4. Unless specified, most content posts within 24-48 hours of submission.

11.55.1.33.2.4  (01-30-2009)
IRS.gov CPR for E-FOIA (IRM Related IG), Section 3, Approvals

  1. The CPR must be approved, at minimum, by the IG originator's functional director (or designee, usually a manager at least one management level above the originator’s immediate manager) and the W&I IMD and/or IG Coordinator.

  2. If Chief Counsel and/or the C&L Web Management Group do not need to review the CPR, enter "N/A" in the Approver's Name field.

  3. For each required approval, the approver's name and the approval date should be entered.

11.55.1.33.2.5  (01-30-2009)
IRS.gov CPR for E-FOIA (IRM Related IG), Section 4, Content

  1. There are five subsections in Section 4.

    1. Request Type

    2. Instructions to Publisher

    3. Expiration Date

    4. Content Category

    5. Content Description

  2. If adding new content to IRS.gov, the following subsections must be completed.

    1. Request Type – Enter an "X" in box to the left of "Add New Content"

    2. Instructions to Publisher – Enter the appropriate information based on CPR instructions

    3. Expiration Date – Enter date (cannot exceed one year from IG effective date)

    4. Content Category – Enter Official Use Only (OUO) if IG includes redacted content; otherwise, leave blank

    5. Content Description – Enter appropriate title (IRM section title), abstract/long description, and filename (CPR control number) — see IRM 1.11.1.9.2.2 , Abstract (Long Description) for elements that should be included in the abstract

  3. If updating content on IRS.gov, the following subsections must be completed.

    1. Request Type – Enter an "X" in box to the left of "Update Existing Content"; enter URL of IG document; and enter content title

    2. Instructions to Publisher – Enter the appropriate information based on CPR instructions

    3. Expiration Date – Enter date (cannot exceed one year from IG effective date)

    4. Content Category – Enter "OUO" if IG includes redacted content; otherwise, leave blank

    5. Content Description – Enter appropriate title (IRM section title), abstract/long description, and filename (CPR control number) — see IRM 1.11.1.9.2.2 , Abstract (Long Description) for elements that should be included in the abstract

  4. If deleting content from IRS.gov, the following subsections must be completed.

    1. Request Type – Enter an "X" in box to the left of "Delete Existing Content"; enter URL of IG document; and enter content title

    2. Instructions to Publisher – Enter the appropriate information based on CPR instructions

11.55.1.33.3  (01-30-2009)
IRS.gov CPR for E-FOIA - Division/Function Delegation Order (DO) Related IG

  1. The following provides guidance for CPR documents related to Division/Function DOs.

11.55.1.33.3.1  (01-30-2009)
CPR, Naming Convention – Division/Function Delegation Order (DO) Related IG

  1. CPR originators should save a copy of the CPR for each request or action ensuring retention for documentation purposes.

  2. The following naming convention should be used when saving CPR documents, for Division/Function DO Related IG.

    CPR_DO-0-00DIV

    1. 0-00 – Represents the DO number, e.g. 11-5

    2. DIV – Represents the Business Operating Division, i.e. WI

    Example:

    IG indicating that a new DO has been created for W&I has been submitted. The DO number is WI-11-5. The CPR control number would be CPR_DO-11-5.

11.55.1.33.3.2  (01-30-2009)
IRS.gov CPR for E-FOIA (Division/Function Delegation Order (DO) Related IG), Section 1, Content Provider Information

  1. Each field in this section is completed by the originator of the IG.

    1. Requested By – Enter name of originator

    2. Phone Number – Enter originator's telephone number

    3. Today's Date – Enter date the CPR is actually submitted

    4. Requesting Organization – Enter organizational symbols

    Note:

    The Content Area Administrator (CAA) field on the CPR will already contain the name of the E-FOIA CAA.

11.55.1.33.3.3  (01-30-2009)
IRS.gov CPR for E-FOIA (Division/Function Delegation Order (DO) Related IG), Section 2, Priority

  1. This section is also completed by the originator of the IG.

  2. Enter the appropriate priority and include the date the IG should post.

  3. If the IG document is submitted with a specific requested posting date, this date information may also include parameters of no earlier than or no later than a specific date. Section 2 does not have an area to indicate this information. If specific parameters are needed, this information should be included in Section 4 in the Instructions to Publisher.

  4. Unless specified, most content posts within 24-48 hours of submission.

11.55.1.33.3.4  (01-30-2009)
IRS.gov CPR for E-FOIA (Division/Function Delegation Order (DO) Related IG), Section 3, Approvals

  1. The CPR must be approved, at minimum, by the IG originator's functional director (or designee, usually a manager at least one management level above the originator’s immediate manager) and the W&I IMD and/or IG Coordinator.

  2. If Chief Counsel and/or the C&L Web Management Group do not need to review the CPR, enter "N/A" in the Approver's Name field.

  3. For each required approval, the approver's name and the approval date should be entered.

11.55.1.33.3.5  (01-30-2009)
IRS.gov CPR for E-FOIA (Division/Function Delegation Order (DO) Related IG), Section 4, Content

  1. There are five subsections in Section 4.

    1. Request Type

    2. Instructions to Publisher

    3. Expiration Date

    4. Content Category

    5. Content Description

  2. If adding/updating a DO to IRS.gov, the following subsections must be completed.

    1. Request Type – Enter an "X" in box to the left of "Update Existing Content" (will be uploading a static file)

    2. Instructions to Publisher – Enter the appropriate information based on CPR instructions

    3. Expiration Date – Enter date (cannot exceed one year from IG effective date)

    4. Content Category – Identify if IG includes redacted ("OUO") content

    5. Content Description – Enter appropriate title (DO number and title), long description (authority granted by DO), and filename (CPR control number)

  3. If deleting a DO from IRS.gov, the following subsections must be completed.

    1. Request Type – Enter an "X" in box to the left of "Delete Existing Content"; enter URL of IG document; and enter content title

    2. Instructions to Publisher – Enter the appropriate information based on CPR instructions

11.55.1.33.4  (01-30-2009)
IRS.gov CPR for E-FOIA, Section 5, Add/Replace/Delete Static File(s)

  1. Section 5 is not completed on IG E-FOIA CPRs.

11.55.1.33.5  (01-30-2009)
Section 508 Compliant Files and E-FOIA Package Review

  1. Prior to posting to the E-FOIA page on IRS.gov, the IG submitter ensures the document is in the correct PDF format and is Section 508 compliant. Refer to the Information Resources Accessibility Program (IRAP) Web site at http://irap.no.irs.gov/508/guide.asp for guidance on ensuring the document is Section 508 compliant.

  2. Assistance is available in converting the document from organizational coordinators and the W&I IG/DO Coordinator.

  3. A copy of the complete E-FOIA package, including the IG/DO, CPR, associated clearance documents, each Form 2061, Document Clearance Record, and any other documents, comments or requested changes, are submitted to the W&I IG/DO Coordinator for review.

  4. The W&I IG/DO Coordinator works with the IG originator to resolve residual issues as needed.

11.55.1.33.6  (01-30-2009)
E-FOIA Package Final Review and Routing

  1. The IG/DO Coordinator reviews the E-FOIA package for completeness.

    1. Ensures IG file is in a PDF format and is Section 508 compliant

    2. Ensures IG control number uses the proper naming convention (See IRM 1.11.1.7.1 , IG Memoranda Components)

    3. Ensures CPR is complete and includes the necessary approval

    4. Ensures the CPR control number uses the proper naming convention

  2. The W&I IG/DO Coordinator uses Content Management Application (CMA) application to upload the static file to the designated W&I FOIA folder (/pub/foia/ig/wi) and/or works with the appropriate SPDER POC to have IG document uploaded as a static file in the CMA application.

  3. After the file has been uploaded into CMA application, the IG/DO Coordinator obtains the static file ID# and includes the ID# on the CPR.

  4. The W&I IG/DO Coordinator e-mails the complete CPR and Ig document(s) to the SPDER E-FOIA posting contacts. The SPDER contacts can be found at http://spder.web.irs.gov/imd/ig/E-FOIA/default.asp under Contact Information.

  5. SPDER will take the appropriate actions to have the IG posted to IRS.gov.

  6. SPDER will send an e-mail confirmation to the W&I IG/DO Coordinator and the IG originator, when content has been added to IRS.gov.

11.55.1.33.7  (01-30-2009)
Removing IG Memoranda/Division DO from IRS.gov

  1. IG memoranda and Division Delegation Orders posted to the E-FOIA page on IRS.gov are valid for no more than one year from date of issue.

  2. The same process for deletions is used as with adding IG content to IRS.gov.

  3. When an IG expires or the content IG memoranda and Division Delegation Orders posted to the E-FOIA page on IRS.gov are valid for no more than one year from date of issue. of an IG document has been incorporated into the IRM, other documents or publications, a CPR should be completed to have the IG removed from IRS.gov.

  4. The Division IG/DO Coordinator sends the IG originator a notice via an e-mail approximately 90 days prior to the content expiration date as a follow-up to determine whether the IG material has been incorporated into the IRM or other documents and publications.

  5. The IG originator prepares a corresponding CPR, based on the original CPR submitted for posting, to facilitate removal of the IG from IRS.gov. The CPR and instructions for removing IG can be found on the SPDER E-FOIA Instructions to Staff Web page, http://spder.web.irs.gov/imd/ig/E-FOIA/default.asp.

  6. The IG originator will send CPR, after obtaining appropriate approval, to the IG/DO Coordinator.

  7. The W&I IG/DO Coordinator will review the E-FOIA package for completeness and send the CPR via e-mail to the designated SPDER POC.

  8. SPDER will remove the IG from the appropriate business process page on IRS.gov.

  9. SPDER will send an e-mail confirmation to the W&I IG/DO Coordinator and the IG originator, when content has been removed from IRS.gov.

11.55.1.34  (01-30-2009)
Privacy and Security Policy

  1. Text of the IRS Web Security and Privacy Policy located at http://www.irs.gov/privacy/index.html.

  2. IRS Privacy Policy states "You have entered the Internal Revenue Service's Web site, an official United States Government System. The IRS uses this Web site to provide information about IRS services and programs. This Web site includes specific applications which provide more services or enable us to respond to specific questions from Web site visitors. We will not collect personal information about you just because you visit this Internet site. There are applications on this Web site that provide you with the opportunity to order forms, ask questions requiring a response, sign up for electronic newsletters, participate in focus groups and customer surveys, or learn the status of filed returns or anticipated payments. Using these services is voluntary and may require that you provide additional personal information to us. Providing the requested information implies your consent for us to use this data in order to respond to your specific request." .


Exhibit 11.55.1-1  (04-01-2004)
Page Steward Guidelines

Topic Guidelines
Content Creation When creating content to publish on IRS.gov, consider:
>Timeliness (current news, alerts, etc.)
>Target Audience(s)
>Life span (expiration)
>Length of article (e.g. consider limiting one topic per article)
>Section 508
When creating Static Files, consider:
>Size (download time)
>Accessibility (e.g., PDFs = Adobe 7.0)
>Title (link) is descriptive
When creating links, consider:
>Title is descriptive (e.g., no "Click Here" )
>Avoid excessive links within a content body
>Keep external links current
When creating tables, consider:
>Accessibility implications (e.g. data tables require descriptions for columns and rows)
Content Placement When determining where content resides on the Web site, consider:
>Appropriate Location (Hot Issue/News → Main Content Area of Landing Page, Longer term item → Topics)
>Category/Organization of similar content
Content Publishing Content is published in priority order, as follows:
>Priority 1: Define criteria (time frame e.g., <24 hours)
>Priority 2: Define criteria (time frame e.g., <48 hours)
>Priority 3: Define criteria (time frame e.g., <36 hours)

NOTE: Assumes C&L has reviewed/approved prior to submittal
Inquiries about Content Change Requests To inquire about a content change request previously submitted.
Submitting Content to be Published 1. Provide content via e-mail or fax 45 days before target publish date
2. Obtain necessary C&L review/approval prior to submitting actual content for publishing
Abstracts All articles require an abstract. When creating abstracts, consider:
>Style (e.g., short summary of article, or article highlights)
>Length (e.g., consider limiting abstract to three sentences)
Internal Links When creating internal links (content in IRS.gov), include the content URL, and content identification number
External Links When creating external links (content outside of IRS.gov), verify the target site is approved
Approval Process 1. Obtain all necessary approvals before submitting content for publishing
2. Content may require approval from one or more of the following:
>Sponsoring organization management
>Legal (e.g., Chief Counsel)
>Office of Government Disclosure and Liaison
>Taxpayer Advocate Service
>Communications and Liaison

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