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Part 11. Communications and Liaison

Chapter 1. Communications

Section 1. Introduction

11.1.1 Introduction

Manual Transmittal

April 10, 2026

Purpose

(1) This transmits revised IRM 11.1.1, Communications, Introduction.

Material Changes

(1) IRM 11.1.1.1 - Renamed Program Scope and Objectives; modified to include Background, Authority, Responsibilities, Program Management and Review, Program Controls, Terms and Acronyms, and Related Resources.

(2) IRM 11.1.1.2 - Renumbered from previous 11.1.1.6; renamed Internal Communications Branch to Employee Communications Branch.

(3) IRM 11.1.1.2 (1) - Updated text to reflect responsibility of the branch; replacing former section 11.1.1.6 (1).

(4) IRM 11.1.1.2 (2) - Updated text to remove outdated process for requesting Servicewide communication services and define appropriate roles for consultation; replacing former section 11.1.1.6 (2).

(5) IRM 11.1.1.2 (3) - Updated text to define standards for communications, including format and style standards; replacing former section 11.1.1.6 (3)-(5).

(6) IRM 11.1.1.2 (4) - Updated text to include a list of products produced by Employee Communications Branch (ECB), replacing former section 11.1.1.6 (6).

(7) IRM 11.1.1.2 (5) - Updated text with information on surveys and how to get communications assistance; replacing former sections 11.1.1.6 (7-(8).

(8) IRM 11.1.1.3 - Renumbered from previous section 11.1.1.7.

(9) IRM 11.1.1.3 (2) - Updated text with links to video project agreement and Servicewide Video Editorial board guidance. Clarifies that social media video products are governed by the Social Media.

(10) IRM 11.1.1.3 (3) - Updated list of products delivered by Visual Education and Communication(VEC).

(11) IRM 11.1.1.3 (4) - Updated text to describe production facilities.

(12) IRM 11.1.1.3 (5) - Updated text for Online Project Agreement procedures.

(13) IRM 11.1.1.3 (6) - Added new IRM subsection describing the available video repositories.

(14) IRM 11.1.1.3 (7) - Added new IRM subsection outlining the requirements for meeting Section 508 responsibilities.

(15) IRM 11.1.1.3 (8) - Added new IRM subsection linking to production and design standards.

(16) IRM 11.1.1.4 - Added new IRM section providing an overview of the Social Media Branch, including responsibilities and guidelines for appropriate use.

(17) IRM 11.1.1.5 - Added new IRM section providing an overview of the Planning and Content Development Branch, including responsibilities and products.

(18) IRM 11.1.1.6 - Renumbered from previous section 11.1.1.10.

(19) IRM 11.1.1.6 (1) - Removed reference to National and Field Media Relations Branches, as branches have consolidated.

(20) IRM 11.1.1.6 (2) - Changed name of the branch from National Media Relation to Media Relations.

(21) IRM 11.1.1.6 (3) - Updated text to reflect centralization of Field Media Relations, with responsibility for local or regional media outside of Washington, D.C.

(22) IRM 11.1.1.6 (4) - Updated text to remove references to Field Media Relations.

(23) IRM 11.1.1 8 - Removed e-Communications and Marketing Branch because it no longer exists and the work is no longer performed.

(24) IRM 11.1.1.9 - Removed Technical Communications Branch because it no longer exists because work is performed in other branches.

(25) IRM 11.1.1 Communications, Introduction Updated organization titles, contact information and other editorial revisions throughout.

Effect on Other Documents

IRM 11.1.1, dated July 2, 2015, is superseded.

Audience

All Business Units

Effective Date

(04-10-2026)

Signed by
Amy Klonsky
Communications and Liaison

11.1.1.1 (04-10-2026)

Program Scope and Objectives

  1. Purpose: This IRM section outlines standards for communicating with the public in ways that encourage taxpayers to follow federal tax laws, support IRS’s mission and promote maximum voluntary compliance with the federal tax laws and support of the Service’s mission.

  2. Audience: All business units (BUs).

  3. Policy Owner: Director, Communication & Liaison (C&L) Office of Communications (OC).

  4. Program Owner: C&L Office of Communications.

  5. Primary Stakeholders: C&L Office of Communications Branches and all business units (BUs).

  6. Contact Information:IRS.Corporate.Communications@irs.gov

11.1.1.1.1 (04-10-2026)

Background

  1. The Office of Communications (OC), under the Chief, Communications & Liaison, is the center for planning, coordinating, and producing Servicewide communications. OC provides a wide range of expertise and products to help achieve business outcomes through communications with employees, managers, the media, and other audiences. The Director of Communications provides advice and support to the Commissioner, Deputy Commissioner, Chief Counsel, National Taxpayer Advocate, and other National Office officials on communications matters.

  2. The five branches that make up the Office of Communications are:

    • Employee Communications

    • Visual Education and Communication

    • Social Media

    • Planning and Content Development

    • Media Relations

    .
11.1.1.1.2 (04-10-2026)

Authority

  1. The Office of Communications follows the Plain Writing Act of 2010, requiring federal agencies to write clear government communication that the public can understand and use. Plain language guidelines can be found in the IRS Style Guide.

  2. The Office of Communications adheres to Section 508 of the Rehabilitation Act, which requires the federal government to procure, create, use and maintain information and communications technology (ICT) that are accessible to people with disabilities. This procedure applies to internal and external communications products. Additional information can be found under “Policies and Guidance” on the C&L Employee Communications IRS Source site.

  3. The Office of Communications adheres to the Servicewide Video Editorial Board (SVEB) guidelines when approving video creations for the Service. Additional information can be found on IRS SVEB site.

  4. The Office of Communications adheres to the Standard of Ethical Conduct for Employees of the Executive (5 C.F.R. Part 2635) and the Hatch Act (5 U.S.C. § 7321-7326).

11.1.1.1.3 (04-10-2026)

Program Management and Review

  1. The Office of Communications provides program updates in quarterly Operational Reviews to the Chief, C&L.

  2. The Office of Communications provides quarterly program updates through the C&L Business Performance Review, IRS Strategic Plan, Commissioner Briefings and ad-hoc reports, as needed.

  3. Information on The Office of Communications programs can be found on the Office of Communications site.

11.1.1.1.4 (04-10-2026)

Roles and Responsibilities

  1. The Office of Communications provides strategic communications expertise to BUs throughout the IRS to achieve business objectives through internal and external communications, outreach, and public relations.

  2. The branch chiefs of the Office of Communications’ five branches manage their program areas, including but not limited to producing internal and external communications messages and products, and creating partnerships with a variety of stakeholders to implement the priorities of the Service.

  3. BUs with communications needs that fall under these branches should contact their business unit points of contact for additional assistance, including Servicewide Video Editorial Board video and project requests. Links to the five OC branches and their services are available on the Office of Communications site.

11.1.1.1.5 (04-10-2026)

Program Controls

  1. Office of Communications partners with Privacy and Governmental Liaison and Disclosure to conduct a quarterly records retention check.

  2. Annually, the Office of Communications undergoes quality assurance reviews (QAR) conducted by the Chief Financial Officer (CFO) to ensure compliance with management reviews, programs and/or operational evaluations and QAR report.

11.1.1.1.6 (04-10-2026)

Acronyms

  1. Acronyms used frequently in this IRM:

    BU Business unit
    C&L Communications & Liaison
    EC Employee Communications
    MR Media Relations
    OC Office of Communications
    P&CD Planning and Content Development
    SM Social Media
    VEC Visual Education and Communication
11.1.1.1.7 (04-10-2026)

Related Resources

  1. IRM 1.1.11.1, Chief, Communications and Liaison.

  2. IRM 1.1.11.2, Office of Communications.

  3. Additional information can be found on the Office of Communications site.

  4. Communications & Liaison resources are available on the C&L site.

11.1.1.2 (04-10-2026)

Employee Communications Branch

  1. The Employee Communications (EC) Branch provides communications planning and guidance in support of the IRS mission, goals and objectives. The branch manages servicewide communication channels by working to place messages in a framework that best reaches the appropriate audience.

  2. The branch is composed of communications consultants who provide expertise to IRS Commissioner, Deputy Commissioner, IRS Chief of Staff, other IRS leaders and business units. The consultants use a variety of tools. They work with program owners as well as embedded communicators in the BUs to plan, deliver and measure communications that encourage behavioral change in support of IRS programs and initiatives.

  3. Communication planning is an integral part of the Servicewide internal communications processes. The EC Branch reviews communications for who, what, when, where and why aspects to make sure each message is clear for its intended audience. The branch follows certain format and style standards, such as the IRS Style Guide, Plain Language, 508 compliance, and AP Stylebook, which can be found under “Policies and Guidance” on the EC Branch’s IRS SharePoint page. The branch relies on those submitting Servicewide communication requests to ensure their technical accuracy through coordination with other stakeholders and subject matter experts. Adherence to product guidelines is necessary to ensure timely placement of messages in Servicewide publications. Vehicle guidelines are available on the branch’s IRS SharePoint page.

  4. The EC Branch produces several products, including but not limited to:

    Leaders’ Alert A weekly e-newsletter for IRS executives, managers and management officials.
    IRS Headlines A weekly e-newsletter for IRS employees.
    IRS Source The IRS intranet portal or home page. It includes a Servicewide daily news section, links for news from the BUs, feature stories about employees and interactive poll questions.
    Servicewide employee emails Used when a message, due to its significance to employees, must be communicated outside of IRS Headlines.
    Servicewide manager emails Used when a message, due to its significance to managers, must be communicated outside of Leaders’ Alert.

  5. EC also manages the organization’s intranet to ensure content is accurate, accessible, and aligned with the service needs. EC oversees technical maintenance and the overrule availability of the intranet and supported sites. To achieve these objectives, EC provides content management and technical services for the following platforms:

    • IRS Source, Employee Resources, and iManage

    • Affiliated BU “Front Door” Sites’

    • C&L Employee Communications

    • Enterprise SharePoint search

    • IRS Videos portal

  6. Content Management Services include:

    • Site branding, including color scheme, layout and visual identity

    • Management of the intranet home button and global navigation

    • Publishing of employee communications content

    • Oversight of Tier 1 employee resources and manger content

    • Ensuring compliance with web standards and Section 508 accessibility

  7. Technical Services include:

    • Site Collection Administration (SCA), auditing, and configuration

    • Power Platform development in coordination with the Office of Communication

    • Application development for enterprise communications tools

    • Enterprise search configuration, tuning, management

    • Technical support for Office of Communication operation

  8. Surveys are conducted periodically to ensure that servicewide communications products and channels meet the needs of EC Branch partners and their audience. If IRS employees need communications assistance, they should reach out to their BU’s communications POC or the OCmailto:cl.office.of.communications@irs.gov.

11.1.1.3 (04-10-2026)

Visual Education and Communications Branch

  1. The Visual Education and Communication (VEC) Branch develops and implements Servicewide audio and video strategies to communicate the IRS vision, mission and goals. This includes supporting all executives in the development and implementation of strategies to communicate servicewide and organization-specific information and training through visual communications and other approved audio/video platforms.

  2. The VEC Branch develops policies, standards and guidelines for audio/video for internal and external video products and hosts the Servicewide Video Editorial Review Board (SVEB), which is responsible for standardizing, reviewing and minimizing duplication of video efforts across the agency. More information on SVEB is available in IRM 6.410.1.3.14, Visual Education and Communications (VEC) Project Agreement and Servicewide Video Editorial Board (SVEB) Video Approval section and IRM 6.410.10.4.10, Servicewide Video Editorial Board.

  3. The VEC Branch is responsible for the creation and design, development and delivery of:

    • Live and taped audio/video productions (internal/external)

    • Remote or virtual recordings

    • Audio recordings (MPEGs, podcasts, radio spots)

    • Video streaming

    • Public service announcements

    • Closed captioning

    • B-roll

  4. In addition, the VEC Branch manages two production locations. They provide engineering support for installation, repair and modification of equipment; execution and expansion of video capacity for video-to-desktop streaming capabilities with Information Technology (IT); coordination with BU contacts; and maintaining the production calendar and various video content.

  5. An Online VEC Project Agreement must be submitted and approved before any videos are created. The project agreement is used for tracking and assigning approved work to staff. The following items, whether produced for an internal or external audience, require an Online VEC Project Agreement:

    • All audio/video products under IRM 11.1.1.3 (3) .

    • Captioning and transcripts: Stream in SharePoint Online is capable of auto-generating captioning and transcripts.

    • Microsoft Teams: Audio/Video posted to SharePoint online sites must be monitored and adhere to all IRS SVEB video guidance and must be for an official business use or need (i.e., approved employee messages, training). IRS managers/employees must comply with IRS Information Resources Accessibility Program (IRAP) and Section 508 guidance. Any videos/audio presentations found in violation of publishing guidance will be turned off. For more information contact the IRS Accessibility is available at the IRS IRAP office.

    • Podcasts: An audio podcast is a digital audio file created for downloading to a computer or mobile device. A video podcast is a podcast with a video element. The video element consists of a single static image or a video recording of the podcast hosts and guests. Typically available as a series, new installments can be received by audiences automatically for consumption. All audio and video podcasts must follow IRS video guidance.

  6. Video and audio assets are hosted with the IRS domain in the IRS Video repository which leverages SharePoint Online and Microsoft Stream and is used exclusively for internal video and audio projects.

  7. VEC and the EC Branch assure a uniform visitor experience, Section 508 compliance, and consistent reporting. All audio and video products are posted through the standard portal user interface.

  8. Section 508 compliance: Section 508 of the Rehabilitation Act requires that individuals with disabilities have access to and use of information and data that is comparable to that of individuals without disabilities. The Section 508.gov website summary applying to Video and Multimedia Products includes the following excerpts: Multimedia products involve more than one media and include, but are not limited to, video programs, narrated slide production, and computer-generated presentations. The standards also require closed captioning and audio description for certain training and informational multimedia productions developed or procured by federal agencies. The standards also provide viewers to turn captioning or video description features on or off. The standards can be found at Section508.gov See IRM 2.30.1, Section 508 -Section 508 Compliance.

  9. More information on production standards is available in IRS Document 12749-A-8, One IRS Design Standards and Guidelines: IRS TV and Video Production Standards.

11.1.1.4 (04-10-2026)

Social Media Branch

  1. The Social Media (SM) branch defines overall standards and guidance for all official IRS social media channels, except for Taxpayer Advocate Service and Criminal Investigation. The branch serves as the IRS’s sole authorized representative on all social media channels. The SM Branch:

    1. Develops and coordinates Servicewide social media communications including content development, administrative oversight, account integrity and security awareness. A list of official IRS social media channels can be found on the public IRS social media page.

    2. Provides administrative oversight for all official IRS social media channels, including privacy assessments, terms of service agreements, record retention and metrics.

    3. Determines whether any IRS social media accounts or assets that no longer advance the strategic goals of the IRS and/or fail to meet performance objectives should be retired from use.

    4. Works through social media networks to validate official IRS presence in platforms and reduce risks and potential impersonations of IRS social media accounts.

    5. Partners with communicators across the IRS to ensure accurate and consistent content timing, design and approach.

    6. Conducts environmental scans through social media channels to identify and elevate issues affecting the Service, including by participation in the Customer Early Warning System (CEWS).

    7. Follows record retention guidelines.

  2. If a BU has relevant information to be shared on social media, a request must be initiated through the BU’s embedded communicators, their C&L point of contact or Social Media Assistance Request Tracker (SMART).

  3. IRS employees are not permitted to use social media in an official communications capacity unless explicitly authorized by the SM Branch, nor should they create new communication channels on behalf of the IRS. Personal, non-work use of social media must not compromise the integrity of the IRS or the confidentiality of sensitive but unclassified data.

  4. IRS employees managing IRS social media accounts must:

    1. provide a link to look up information on IRS.gov as tax facts and circumstances vary.

    2. Follow U.S. Office of Special Counsel’s Hatch Act Guidance on Social Media and Social Media Quick Guide.

    3. Follow appropriate record retention guidelines for all official accounts.

    4. Reference IRM 10.5.1, Privacy and information Protection - Privacy Policy. Contact Privacy, Government Liaison and Disclosure (PGLD).

    5. Refrain from posting, liking, sharing, reposting or requesting any personally identifiable information (PII) for or from any taxpayer or IRS employee.

11.1.1.5 (04-10-2026)

Planning and Content Development Branch

  1. The Planning and Content Development (P&CD) branch plans, develops and implements overall communications strategies for the agency and in support of key agency initiatives.

  2. The branch is responsible for strategic communications planning and support for IRS leadership and key Servicewide initiatives.

  3. The staff of the P&CD branch create communications products and content on a variety of tax law and procedural topics in consultation with BUs, Media Relations, Social Media, Chief Counsel, and outreach functions.

  4. The P&CD branch produces several products, including but not limited to:

    1. Tax tips

    2. Ready-to-use articles

    3. E-posters

    4. Fact sheets

    5. Outreach bundles

    6. Toolkits

    7. Talking points

    8. C&L webpages on IRS.gov

    9. E-news for small businesses and payroll providers

    10. Newsletters

    11. SB/SE Connection articles

    12. SB/SE Headline News and BU newsletters

11.1.1.6 (04-10-2026)

Media Relations Branch

  1. The Media Relations (MR) Branch develops and implements an overall media strategy in support of the entire agency, including the BUs. This includes handling media requests by directly interacting with the media and coordinating responses with BUs, headquarters executives or other designated personnel.

  2. The MR branch serves as a single point of contact for national media, national stories or headquarters issues. The branch is also coordinates and publishes national news releases for the IRS.

  3. The MR branch has media relations specialists who serve as the single point of contact for local or regional media, generally media outside of the Washington, D.C. area. Many of these media outlets and their requests are not national in scope. These specialists, under the guidance of a frontline manager and the MR branch chief, respond to local media inquiries about various IRS topics, including stories that are geographically-based and of interest to the media. They also provide IRS information to the local media and issue local news releases to local media outlets. All communications are coordinated with BU embedded communicators and/or other BU staff, as warranted.

  4. More information about the MR Branch is available in IRM 11.1.3, Contact with the Public and the Media, and from the Branch Chief, Media Relations at 202-317-4000.