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Part 11. Communications and Liaison

Chapter 55. Wage and Investment

Section 1. Internet Content Publishing Process (ICPP) Management Document (Cont. 1)

11.55.1  Internet Content Publishing Process (ICPP) Management Document (Cont. 1)

11.55.1.17 
Review Process

11.55.1.17.1  (04-01-2004)
Functional Internal Review

  1. When updating Web content, Page Stewards obtain approval from management.

  2. Minor technical changes to existing content require review and approval by first-level management.

  3. Significant changes to existing content require review and approval by senior management.

  4. New content requires review and approval at the director level; if applicable, it requires concurrence from the Business Unit Director.

11.55.1.17.2  (04-01-2004)
Impacted Organization Review

  1. The Page Steward determines effect on other functions by a content change.

  2. If so, the steward identifies employees in the affected functions to review the update.

  3. Review of content changes ensures conflict in policies, procedures or workflow processes between functions.

11.55.1.17.3  (04-01-2004)
Mandatory Review

  1. Additional review may be necessary depending on the type of content; the table below provides guidance on additional mandatory reviews required.

    If content contains information relating to… Then it must be reviewed by…
    IRS Policy matters (interprets policy, tax law, or has legal impact) Chief Counsel
    Disclosure of official information Office of Governmental Liaison and Disclosure
    Rights or duties of taxpayers (or affects taxpayers) Taxpayer Advocate Service
    Public-use forms or form letters Media and Publications
    IRS toll free numbers Office of the Notice Gatekeeper

11.55.1.17.3.1  (06-01-2006)
Communications & Liaison Review

  1. Page Stewards may forward certain Internet content material to W&I Communications and Liaison (C&L) for an optional review prior to posting on IRS.gov.

  2. C&L reviews and edits material ensuring it is clear, concise, free of grammatical/punctuation errors, and material conveys the intended message.

  3. The only material not sent forward items categorized as "Exception Clearance Process" , outlined below.

  4. Considerations for submitting material for C&L review include:

    • W&I C&L Review
      Forward for review if Do not forward for review if
      The material is new The material is a tax form, publication or letter
      The material is a new content page The material is an update of routine information such as dates, telephone numbers, places for events, etc.
      The material is a new tax law or procedural change The material review is for technical accuracy only

  5. Prior to submitting content to C&L for review:

    1. Verify technical information and note the information source prior to submitting to C&L

    2. Submit information in electronic format, including Form 12956, Staff Summary Sheet, and the content material to C&L

    3. Note whether the time frame is routine, rush or immediate/critical (see chart below)

      Time frames to allow for review of material
      Routine 3-5 business days
      Rush 1-3 business days
      Immediate/Critical 1 business day

      Note:

      These time frames are negotiable for extensive content and are in addition to other mandatory reviews.

11.55.1.17.3.2  (06-01-2006)
Chief Counsel Review

  1. When Internet Content material is necessary and appropriate for Chief Counsel review, the responsible Page Steward sends the material electronically to Richard Goldstein.

  2. The content should be sent to Mr. Goldstein via an attachment to e-mail. The content must be sent as either a Microsoft Word or Adobe Acrobat file. Mr. Goldstein's e-mail address is richard.s.goldstein@irscounsel.treas.gov.

    1. Income the complete package in the e-mail (internet content material file, the Form 12956, Staff Summary Sheet, and any attachments).

    2. The e-mail language should read: "Your review of the attached internet content material is needed. Please be sure your comments are included and return the signed Form 12956, Staff Summary Sheet, from your organization. The targeted completion date ____________. Thank you for your assistance in this matter. If you have any questions, please do not hesitate to contact me on ____________. Page Steward."

    Note:

    If Mr. Goldstein's out of office autoreply is received or he does not acknowledge the receipt of the content within two business days, contact his office at 202-622-3400, requesting assistance.

  3. Mr. Goldstein controls the document for the Office of Chief Counsel and opens a "CASE-MIS" assignment for the Associate/Assistant Chief Counsel office primarily responsible for the review of the material.

  4. Mr. Goldstein also sends an e-mail to the responsible Page Steward notifying them Counsel received the package and provides them with the CASE-MIS number assigned to the package, the due date, and a contact attorney name and telephone number.

11.55.1.17.4  (04-01-2004)
Simultaneous Review and Pre-Coordination

  1. Once the Page Steward determines which functions need to review the content change, they forward the change to all reviewers simultaneously. This is the most efficient way to facilitate the review process; use the following guidelines:

    1. Send the content change material in electronic format via e-mail

    2. Include in the e-mail an electronic version of the Form 12956, Staff Summary Sheet

    3. Clearly indicate the time frame in which the reviewer must furnish comments on the request; this is based on the importance of the material, whether it is critical, rush or routine

  2. Another method of expediting the review process is pre-coordinating content changes with affected areas by sending a draft of proposed change to areas that may be able to assist you or answer questions regarding the content; this saves research time for reviewers once the formal review process begins, particularly when the Page Steward has information requiring Chief Counsel or C&L review.

11.55.1.18  (04-01-2005)
Clearance Process

  1. Once the Page Steward incorporates comments received during the review process, they begin the clearance process.

  2. During the clearance process, the Page Steward forwards content change material in electronic format via e-mail to Functional ICPP Coordinator.

  3. The following tables describe content type and the appropriate levels of approval:

    If the type of content is... Then approval is needed by...
    Updated Senior Management
    Validated Senior Management
    New Content Executive
    New Page Executive
    Link repair or Link addition Page steward, creator, reviewer, etc.

  4. The electronic package consists of:

    • Completed W&I CPR

    • Form 12956, Staff Summary Sheet, which documents management review and approval. See IRM 11.55.1.3.2. for guidance on required approvals

  5. Before sending the content change package to the Functional ICPP Coordinator, the Page Steward verifies all reviewers review the content and initial the Staff Summary Sheet. See IRM 11.55.1.17.3., Mandatory Review, for additional information.

11.55.1.18.1  (04-01-2005)
Time frames

  1. When the Page Steward sends the content change package to the Functional Internet Content Publishing Process Coordinator, they must indicate the time frame for launching the content change on the Web. Various clearance time frames are outlined below:

    If your content change is… Then allow…
    Immediate/Critical 1 business day or less for clearance
    Rush 1 – 3 business days for clearance
    Routine 3 – 5 business days for clearance

11.55.1.18.2  (04-01-2004)
Approval Authority

  1. The type of content material dictates the level of managerial approval needed:

    If the type of content is Then approval is needed by
    Updated Senior Management
    Validated Senior Management
    New Content Executive
    New Page Executive

11.55.1.19  (04-01-2005)
Special Exceptions to the Clearance Process

  1. There are certain organizations and types of information exempt from the clearance process outlined in this IRM. They are:

    • Published products (Tax Forms and Publications)

    • Immediate Posting See IRM 11.55.1.19.2.

      Note:

      Immediate Posting requires a CPR.

11.55.1.19.1  (04-01-2004)
Exception for Published Products

  1. The clearance process does not apply to Internet content for existing IRS published material (forms, publications, Internal Revenue Bulletin, and IRM).

  2. IRS published products include extensive review and approval process and require no additional review when posted to the Internet.

11.55.1.19.2  (04-01-2005)
Immediate Posting

  1. Content changes meeting the following criteria are cleared within each W&I function without going though the complete ICP Process; however, this process requires completion of a CPR. Even though immediate action is necessary, documentation is required for background and approval.

  2. The ICPP Coordinator is authorized to expedite posting for the following changes with basic information updates and posting:

    • Dates

    • Times

    • Telephone numbers

    • Contacts

    • Places for events

    • Addresses (e-mail or mailing)

    • Linking the current version of a publication or tax form

    • Repairing broken links or incorrect links

    • Deleting links

    • Removal of expired information

    • Correcting grammatical errors

  3. New content not "technical" in nature and owned by the organization is cleared within the W&I function, omitting the complete ICP Process.

  4. The Functional ICPP Coordinator is authorized to expedite posting for the changes listed in IRM 11.55.1 19.2(3) above for the following:

    • Seminars

    • Events

    • Meetings

    • Outreach events

      Note:

      For any of the above items, each organization within W&I l has a designated backup for such immediate changes.

  5. There is no expedited process to change or add technical content.

11.55.1.20  (04-01-2005)
W&I Content Publishing Request (CPR)

  1. Use the W&I CPR for all submissions residing on W&I Internet Web pages on IRS.gov.

    Note:

    Information about the CPR can be found at the W&I Internet Content Web site at http://win.web.irs.gov/icp/wi_icp.htm.

  2. A CPR is required when:

    1. Adding new content. See IRM 11.55.1.4.1.

    2. Updating existing content. See IRM 11.55.1.4.2.

    3. Deleting existing content. See IRM 11.55.1.4.3.

    4. Adding a new assembly page, article, or link in the CMA tool

    5. Adding or removing shared content or links

  3. Submit the completed CPR to your Functional ICPP Coordinator, Page Steward, and/or Creator/Editor.

    Note:

    Section 3 (Approvals) in the CPR template must be completed.

  4. A CPR is not required for corrections for previously approved content including:

    • Incorrect Address(es)

    • Incorrect Telephone number(s)

    • Typographical error(s)

    • Structural and format problems

      Example:

      Extra spaces between letters or words, line spacing, removal of errant characters or code found on the page.

11.55.1.20.1  (04-01-2005)
About the CPR and Instructions

  1. Follow the instructions below developed to assist IRS.gov Page Stewards in completing and submitting the CPR for clearance and management approval

  2. The CPR contains seven sections. For each section of the CPR, step-by-step instructions are provided.

  3. "Notes" are included where appropriate, providing helpful tips and other important information.

  4. E-mail completed CPRs to your Functional ICPP Coordinator or Creator/Editor. Your editor takes the necessary steps as outlined in IRM 11.55.1.16.

11.55.1.20.1.1  (05-01-2007)
CPR Accountability and Internal Control

  1. W&I accesses CPRs via a shared drive to ensure comprehensive internal controls and accountability; shared drive use includes the following:

    1. The shared drive is located at the Nationwide Enterprise Resource Domain (NERD) "\//\//NCT0010NRSHR2\//Common"

    2. The folder is named "W&I Performance Improvement/Internet Coordinators"

    3. Sub-folders exist for each function in the Internet Coordinator's folder

    4. Additional sub-folders exist for Customer Assistance, Relationships and Education (CARE), Customer Account Services (CAS), and their respective organizations.

    .

    Function Folders Business Unit Sub-folder
    BSP  
    C&L-Communications  
    CARE Field Assistance
      SPEC
      M&P
    CAS AM
      JOC
      SP
    Compliance  
    EITC  
    ETA  
    HCTC  
    ITIN  
    MLISO  

  2. Each Functional ICPP Coordinator has read and write access to their function's folder.

  3. Once the material on a CPR is approved and launched, place a copy in the function's folder.

  4. Retain only CPRs including items actually approved and launched to update, delete or add new content. All CPRs filed in function folder are maintained for a period of two years.

  5. Naming conventions for the CPR files are as follows:

    • CMA article number

    • Date launched

    • Sequence Number starting with 01

      Note:

      A Sequence Number is needed when launching more than one CPR during the same day.

11.55.1.21  (06-01-2006)
Expiration of IRS.gov Content

  1. Each Web page is given an expiration date.

  2. The expiration date generally occurs no later than one year from the date of creation. Although this date is a useful tool for page stewards, there are exceptions.

    Note:

    Tax Forms and Publications, Publishing, and Distribution functions within Media & Publications have no fixed expiration dates. Revision is based on need for a particular tax product.

  3. Each page creator or originator ensures an expiration date for each page is established for new content, updates, additions, or changes. It is important to avoid large-scale deletion notifications by not using a common expiration date (e.g. December 31 or January 1) for the pages.

  4. As these dates approach, affected content must be reviewed to validate technical accuracy. See IRM 11.55.1.4.4.

  5. Each Web page must be reviewed by the Page Steward before it expires, at least annually. Review typically result in an "Update Existing Content" request due to tax year changes, but if information remains valid and no changes are necessary, the Page Steward submits a "Validate Existing Content" request and supplies a new expiration date.

  6. The Content Area Administrator is responsible for ensuring all pages are reviewed annually. Media & Publications is exempt from this process. See IRM 11.55.1.3.6.

11.55.1.22  (04-01-2004)
Content Management Application (CMA)

  1. In October 2002, the CMA was developed for the IRS by the Internet Service Provider.

  2. The software enables W&I to manage its own content publishing process. Page Steward requested changes can be made quickly and directly to the Web.

  3. See IRM 2.25.101, IRS.gov Content Management Guidelines, for pertinent procedural guidelines; information is also available online at http://win.web.irs.gov/icp/wi_icp.htm.

11.55.1.22.1  (05-01-2007)
CMA Login, Password and Permissions

  1. All CMA users must attend application training; the following guidelines apply:

    1. Access to the CMA requires Online 5081 approval

    2. CMA login and password are provided at training

    3. CMA individual software permissions are initially set during the CMA training phase

    4. Route requests for CMA permission modifications via the W&I Content Area Administrator

11.55.1.22.2  (04-01-2004)
Visual Aid to the CMA

  1. The following information provides basic CMA functionality and information for users.

11.55.1.22.2.1  (05-01-2007)
Front Page

  1. Content Areas are components of the site managed by the CMA tool. From the IRS Front Page, content areas are those on the left navigation bar, the top navigation bar, and the bottom navigation bar.

    Figure 11.55.1-1

    This image is too large to be displayed in the current screen. Please click the link to view the image.

11.55.1.22.2.2  (05-01-2007)
Assembly Pages

  1. Content Areas - The Front Page contains the "Main" content areas (e.g. Individuals); within each "Main" content area there are "sub" content areas (e.g. Individuals is the "Main" content area and Employees is a "sub" content area).

  2. Assembly Pages - The Individuals "Home" Page (or Landing Page) is an example of an Assembly Page. Identify Assembly Pages by a series of blue "links" (titles of the content items on that page) and the body of text or abstract below them. An Assembly Page contains no formatting (e.g. bullets) or large bodies of text; another way to identify an Assembly Page is there are no links in a body of text.

    Figure 11.55.1-2

    This image is too large to be displayed in the current screen. Please click the link to view the image.

  3. Create Assembly Page Screen - To create a new Assembly Page, select the "Create New Assembly Page" button on the Assembly Page Management screen in the Content Management Application (CMA) tool; the following content Attributes will appear:

    • Title: This text appears on the Web in dark blue; if associating the Assembly Page to another Assembly Page, this is the title appearing as a dark blue link

    • Launch date: This field lists the two boxes, "From Date" and "To Date" ; It automatically pre-populates the current date

      Note:

      You may modify this field to a future date; however, you cannot specify past dates.

    • Expire date: This field lists two boxes, "From Date" and "To Date" ; this is a required field

      Note:

      The date specified must be no more than one year from the Launch date; this ensures validation of content timeliness.

    • Comments: Use this field to provide details and date of changes; define elements included for a better audit trail.

      Note:

      All CMA users are responsible for updating the Comments field when content is created or updated. The Comments field provides a recent history to track all updates and changes made to associated content. The Comments field does not automatically truncate text once the maximum 4000 characters is reached; instead, an error message indicates field size reaching maximum allowable characters, preventing users from saving the content item. When applicable, the user should enter the most recent text at the top of the Comments field and scroll down, deleting the oldest text from the bottom (Name, date, operation, phone number, reason for submission, and author, if different). This never displays on IRS.gov and is used for internal tracking. See Content Management Guidelines, Section 4.5.1 for additional information at the following Web site: http://win.web.irs.gov/icp/wi_icp.htm.

    • Content Area: The site area that manages this Assembly Page; this appears on IRS.gov, in the upper right corner, in red text

    • Abstract: This is a brief, meaningful, description of the Assembly Page; this text appears on IRS.gov, under the blue "title" link when the Assembly Page is associated to another Assembly Page.

    Figure 11.55.1-3

    This image is too large to be displayed in the current screen. Please click the link to view the image.

11.55.1.22.2.3  (05-01-2007)
Article

  1. An article contains a body of text; it may contain special formatting (e.g. bullets) and also linked to text in the article body to another content item (e.g. an external Web site). There are no "title" links; instead, the title appears in the upper left corner in blue, but is not a link.

  2. When updating Internet content, to copy and paste directly from the CPR or attached Word document, do not do so directly from Word or CPR into the CMA. This may cause formatting problems; alternatively, take the following steps:

    1. Copy and paste from Word or CPR to "Notepad"

    2. Copy and paste from Notepad into the CMA

      Note:

      If the article is not lengthy, retype the information in the CMA web editor.

  3. Create New Article Screen - In order to create a new Article, select the "Article" button on the Article Management screen; then select the "Create New Article" button. The following Attributes appear:

    Figure 11.55.1-4

    This image is too large to be displayed in the current screen. Please click the link to view the image.

    • Title: This text appears on the Web in dark blue; if associating the Article to an Assembly Page, this is the title appearing as a dark blue link

    • Launch date: This field automatically pre-populates with the current date; you may still modify this field to a future date, but cannot specify any past dates

    • Expiration date: This is a required field; the date specified also must be no more than one year from the Launch date

      Note:

      This change helps validate timeliness of content.

    • Comments: Use this field to provide details and date of changes; this never displays on IRS.gov and is used only for internal tracking. See IRM 11.55.1.22.2.2.

    • Content Area: The site area managing the Article; this will appear on IRS.gov in the upper right corner in red text

    • Organization Codes: Use this field to document responsible organization code

    • Abstract: This is a short meaningful description of your Article. This is the text that will appear on IRS.gov, under the blue "title" link, when the Article is associated to another Assembly Page.

    • Body: This is the "body" of text appearing on IRS.gov when the user clicks on the blue "title" link from an Assembly Page

    Figure 11.55.1-5

    This image is too large to be displayed in the current screen. Please click the link to view the image.

11.55.1.22.2.4  (05-01-2007)
More Topics

  1. The "More Topics" page is another example of an Assembly Page (refer to previous "Create Assembly Page" screen information); it is identifiable as an Assembly Page by the blue "title" links, followed by a short body of text.

  2. The "More Topics Page" is often a "parking lot" or "laundry list" for that Content Area of related Topics.

    Figure 11.55.1-6

    This image is too large to be displayed in the current screen. Please click the link to view the image.

11.55.1.22.2.5  (05-01-2007)
Left "Nav" Topics

  1. The Topics section is located on the Left Nav (Navigation) Bar of the Web site.

  2. The CMA allows user selected topics located on the More Topics Page to appear under the Topics section; up to eight topics can be selected by using the Left Nav Topics functionality.

  3. For a topic selection to appear under the Topics section, it must appear on the More Topics page.

    Figure 11.55.1-7

    This image is too large to be displayed in the current screen. Please click the link to view the image.

  4. Edit Left Nav Topics: To select Topics to appear on the Left Nav, search for the desired Content Area’s More Topics page on the Left Nav Topics Management screen.

  5. Left Nav Name: This is the text appearing under the Topics section of the Left Nav bar on the Web site.

11.55.1.22.2.6  (05-01-2007)
Static File

  1. A static file is content on the Web requiring use of another application (e.g. Adobe Acrobat) to be viewed. See IRM 11.55.1.5., for Static Files and Approved File Formats. In order to make a static file available for the Web site, use the Static File Upload functionality to upload into the CMA.

    Figure 11.55.1-8

    This image is too large to be displayed in the current screen. Please click the link to view the image.

11.55.1.22.2.7  (05-01-2007)
Link

  1. Links are content items linking to external content such as Adobe Acrobat (e.g. http://www.adobe.com/products/acrobat/readstep2.html) or to an internal content item.

    Figure 11.55.1-9

    This image is too large to be displayed in the current screen. Please click the link to view the image.

  2. Do not copy content from the Forms and Publications repository (i.e., forms, instructions, publications, etc.) comprised of static files (PDFs); link to the desired Forms and Publications reference.

  3. When linking to an online Publication or Instruction, link to its Table of Contents page; do not link to online Publication or Instruction embedded content; such content is updated frequently and difficult to maintain links to intended locations.

  4. When linking to Bulk Content, link to the content file index page. Do not link to content Bulk Content file embedded content; such content is updated frequently and difficult to maintain links to intended locations.

11.55.1.23  (06-01-2006)
IRS.gov Web Certification

  1. Each W&I Executive conducts an annual certification for all content maintained by their office/organization to verify content ownership, accuracy and consistency on IRS.gov; this certification process assists W&I in verifying ownership of content and ensuring content is accurate, current and conforms with strategic priorities and goals.

  2. Functions in W&I with Filing Season responsibilities incorporated aspects of the annual certification process as part of the Filing Season Readiness Program; certification is completed no later than January of each year pursuant Filing Season Readiness program guidelines.

  3. A Business Unit Certification includes, and is based on, certification from each "direct report" executive to the Business Unit Director. Each W&I organization and responsible Executive "owning" content on will:

    1. Certify readiness for their respective organization using a tiered certification process (if applicable)

    2. Attach a statement identifying the methodology used during the Certification process

    3. Submit completed certification to the ICPP Division Coordinator

  4. The Director, Strategy and Finance, provides results of annual certifications via memorandum to the Commissioner, W&I.

  5. The certification process does not apply to Media and Publications repository tax forms, publications, or instructions.

    Note:

    The underlying products for these pages operate under separately-controlled processes with established milestones, accuracy and delivery to the IRS.gov Web site.

11.55.1.23.1  (06-01-2006)
Annual W&I Certification of IRS.gov Process

  1. All Page Stewards verify ownership, accuracy and consistency of their Internet content on IRS.gov including:

    1. Check content in Articles, Assembly Pages, Links, Static Files, and Left Nav Topics

    2. Check and/or change the expiration date in the CMA tool; it cannot be more than 1 year from the date of certification

      Note:

      Static files must have an Expiration Date.

    3. A CPR is required for all content changes or to validate content

  2. Page Stewards use the IRS.gov Certification Checklist a