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HMRC internal manual

Shared Workspace Business Manual

HM Revenue & Customs
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Other Considerations: Intercoms

The Intercom is a useful tool for brief non-customer related on-line conversations suchas organising meetings, team discussions, or project type work.

HMRC policy is that the Intercom tool must not be used for any customer relatedconversations for the following reasons

  1. There is no access control within an Intercom conversation. Any member of the Room can join an Intercom conversation at any time and can view the entire conversation, including everything entered before they joined.

  2. An Intercom conversation is not deleted from the room until all members who have opened the Intercom during the conversation have closed it.

  3. The Intercom is not recorded or audited. Any business decision(s) made in the Intercom will need to be recorded elsewhere. It will be impossible after the Intercom has been closed to retrieve anything said as evidence for any kind of investigation or accusation of inappropriate use, language or conduct.

As an alternative, members should consider using the Discussions facility SW07250.