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Following the private sector in developing user-support fora could provide a number of benefits for government. A well-run, informative forum could provide users with helpful information, while simultaneously helping to reduce demand for other, more expensive forms of customer support. However, on the other side, HMRC and others would need to think carefully about the potential problems associated with such an approach. Steps would have to be taken to ensure that information was accurate, for legal and other reasons. This, in turn, would involve some expenditure to moderate fora and ensure the content is accurate. There is a risk that users would use the forum to criticise the service itself, creating bad publicity.

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