AIRS/INFO LINE Taxonomy
The AIRS/INFO LINE Taxonomy of Human Services is recognized as the national standard service classification system. Most of the viable I&R software systems have already integrated the taxonomy into their software packages eliminating the need for unstructured or non-standard "Keyword" systems.
The Alliance of Information & Referral Systems (AIRS) has established 21 points for implementing the taxonomy in an I&R System. Certainly all I&R systems should support these points, but there are intuitive methods and cumbersome methods of implementation. Review all systems carefully and compare how the developers chose to address the 21 points.
Things to think about when comparing Taxonomy functionality in an I&R software system:
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The Taxonomy Hierarchy is a wonderful classification structure but, without a doubt, is the least effective searching tool that can be used used in the Call Center software or on a public access web site. If an I&R software system displays the entire Taxonomy hierarchy as a search method (going up and down the branch), you can be sure that this software vendor little experience implementing the Taxonomy in a software system. The Taxonomy Hierarchy has value only as a service classification structure tool for use in in the resource maintenance section of the software, not in the call center.
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A Taxonomy term should only be displayed in the call/contacts module (or on a public access web-site) if it is directly linked to a service provider. This function should be fully automated, not requiring resource staff to inactivate Taxonomy terms.
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Creating new Taxonomy Terms by combining two or more terms is a critical feature for an I&R software system. This function greatly improves that accessibility of resources to the call specialist and users of your public access web-site.
For example: Combining the Taxonomy target term "Battered Women" to the Taxonomy service term "Mutual Support Groups" creates the new service term "Mutual Support Groups for Battered Women".
This new service term directs the software user to the exact resources offering this special service without having to search through a large list of "Mutual Support Groups" or services for "Battered Women".
This feature is only found in RTM Designs software and the PRISM system used by InfoLine of Los Angeles (originally developed by an RTM Designs staff member).
- The software must have the ability to seamlessly and simultaneously search Taxonomy terms and the "Use Terms" library. The "Use Terms" library directs users to the correct Taxonomy term.
- Be sure the software has the ability to add your own "Use Terms" and "See Also" references to the Taxonomy. This is important for enhancing your system's ability to locate Taxonomy terms with "common or familiar" terms used in your community.
- The software should allow "Virtual Use and See Also term" searches.
- The software must be capable of allowing the user to rename Taxonomy terms without changing the original AIRS INFO LINE term. The "Use Term" and "See Also" terms linked to the original term must also be linked to the renamed term. This function is critical for continuity with future Taxonomy releases.
- The software must not force call specialists to search through all Taxonomy terms, or even just the active terms. When searching the taxonomy to make referrals, the call specialist should only encounter Taxonomy terms linked to one or more service providers. There is no reason to display taxonomy terms (active or inactive) if the term is not linked to a service provider and cannot be used for referrals.
- The software must offer a Taxonomy Update tool that allow the user (not the vendor) to update their Taxonomy system whenever the AIRS/Taxonomy web site offers an update. This update tool should also replace old Taxonomy terms in previous (historical) call records with the new terms
These nine features are just some of the basic Taxonomy requirements for a sound computerized I&R system. There may be other factors that you may want to consider when evaluating software, such as your preferences for user interface. Take the time to look deep into the system's Taxonomy functionality. Avoid the "quick, first impression".
RTM Designs Position
The Taxonomy was one of the first standard required by AIRS. All RTM Designs software utilizes the Taxonomy and utilizes it well.
For the longest time, the Taxonomy has been scorned as being "Too Complicated", "Too Difficult to use" and "Too Restrictive". This reputation comes from users of other vendor's software. It's quite obvious that the majority of I&R software vendors take little time or have little experience properly implementing the Taxonomy in an I&R software system.
If you are considering or using a non-RTM Designs I&R software product, then you will find this to be true. Implementing the Taxonomy in an I&R system is very complicated. In our opinion, most I&R software vendors do not have the expertise or ability to take full advantage of the feature available in the Taxonomy.
In a recent examination of one self-proclaimed "State of the Art" web-based I&R system, this system didn't offer a "Use Term" search feature. This is a basic Taxonomy function that is critical in the call center and on public access web sites.
Simply stated, there is no I&R software system that can match the Taxonomy capabilities found in all RTM Designs software.
